# Internal Orders: Count of Internal Orders. All orders placed via Flink App.

# MP Orders: Count of External orders (orders placed via marketplace integrations like Wolt, UberEats, etc.)

AVG Fulfillment Time: # the time there is to deliver one order out of the total number of orders (minutes) / # Orders

% Orders Fulfilled in Time (Internal Target): % of orders fulfilled before the estimated internal target

% Orders fulfilled > 30min: Share of orders delivered > 30min

% Orders delayed > 10min: Share of orders delivered >10min later than PDT

% Stacked Orders: The % of orders that were part of a stacked delivery. (Share of internal orders only.)

AVG Waiting for Picker Time (Minutes): Average picker acceptance-related queuing - from order offered to hub to order started being picked

AVG Pick-Pack Handling Time (Minutes): AVG time it took for the picker to pick the order and pack it, in minutes (including handover process). It corresponds to the duration between the times at which the picker clicked on 'Start Picking' and 'Finish Picking'

AVG Waiting for Rider Decision Time: Average time an order spent waiting for rider acceptance

AVG Riding to Customer Time: Average riding to customer time considering delivery start to arrival at customer

AVG Riding to Hub Time: Average riding time from the (last) customer's location back to the hub

AVG Rider UTR (incl. Onboarding Shifts): # Orders (excl. Click & Collect and External Orders) / # Worked Rider Hours

AVG Ops Associate UTR: # Orders (incl. Click & Collect and External Orders) / # Worked Ops Associate Hours

AVG Hub Staff UTR: # Orders (incl. Click & Collect and External Orders)/ # Worked Hub Staff (Ops Associate, Ops Associate + and Shift Lead) Hours. Planned hours are used for Shift Leads

AVG Pick-Pack Handling Time Per Item (Seconds): Computed as Pick-Pack Handling Time / # Items Picked

% Partial Fulfillment Rate: # Pre-delivery issues / # Orders

% Post-Delivery Issues: The percentage of orders that had hub related post-delivery issues (Missing Product, Wrong Product, Damaged, Perished, Swapped)

% Inventory Check Completion: # of Completed Tasks/ (# of Completed Tasks + # of Open Tasks)

% Checks causing Inventory corrections: # of Corrections/ # of Completed Tasks

% Actual No Show Hours: % Actual No Show Hours

# Unexcused No Show Hours: Sum of Unexcused No Show Hours (shifts with missing punch and no absence)

# Deleted Excused No Show Hours: Sum of Deleted Excused No Show Hours (deleted shifts with missing punch and absence)

% External Hours: # of Worked External Hours / # of worked hours

# Scheduled Hours: # Scheduled Hours (Post-Adjustments) (Assigned + Open)

# Punched Hours: # of Worked Hours

% Unassigned shifts: # of Unassigned(Open) Hours / # of scheduled hours

% Employees with Availability provided: Share of employees providing Availability in Quinyx

% Availability Hours vs Assigned Hours: # of hours that were provided as available by the employee / All shift hours that are assigned to an employee (before punching) including No show Hours

% Assigned Hours Based on Availability: Share of Assigned Hours based on Availability from total Assigned Hours - (# Assigned Hours Based on Availability / # Assigned Hours)

% Lateness (>5 min): % of Lateness shift (> 5 minutes late punch-in) e.g. a 4 hours shift is scheduled to start at 8 am but an employee punches in at 9:00 will results in 25% late (1 hour late / 4 hours shift duration )

AVG Late Punched-In (min): AVG Employee late Punch-In minutes where employee punch-in late after a shift starts e.g. a shift is scheduled to start at 8 am but an employee punchs in at 8:15 will results in 15 minutes late punch-in

% Refunded Items: Quantity Refunded / Total Quantity

% Skipped Items: Quantity Skipped / Total Quantity

% EAN Swipes: Items with “Code Wrong”/”Code Damaged” EAN swipes

# Dropping Carts Dropped: # of distinct Dropping Lists

AVG Dropping Cart Size: # of products dropped / # of distinct dropping lists

# Orders = # Successful Orders

AVG Fulfillment Time = AVG time to deliver an order (in minutes)

% Orders fulfilled in time (PDT) = % Orders fulfilled before the estimated PDT.

% Partial Fulfillment Rate = # Pre-Delivery Issues / # Orders

% Post-Delivery Issues = # Orders with a Post Order Issue / # Orders

Waiting for Picker Time = Average picker acceptance-related queuing - from order offered, to hub, to order started being picked. Outliers excluded (>120min).

Picking Time = Average Picking Time considering first fulfillment to second fulfillment created. Outliers excluded (<0min or >30min)

Rider Queuing Time = Average time between picking completion and rider having claimed the order

Picking Time per Item = (Avg Picking Time*60)/#Avg Number of Items per Order

% Stacked Orders = #Stacked Orders/#Orders

**Forecasted orders vs actual orders throughout the day

# Containers assigned = Number of (internal) orders with container assignment (excl. C&C and UberEats orders)

# Shelves assigned = Number of (internal) orders with shelf assignment (excl. C&C and UberEats orders)

% Offers Declined = % of Auto-assigned orders declined by the rider

% Offers Expired = % of Auto-assigned offers expired

Manually Unstacked Trips

# Closed hours per hour of the day

# Total Closed hours per reason and turf

% of Completion = # of Completed Checks/ Total # of Checks

Total # of Checks = Total number of checks (status: done/ open/ canceled/ skipped)

% Checks causing Inventory Corrections = # of Corrections/ # of Completed Checks

Reported Damages - Yesterday = Number of Damages that are reported yesterday (status = reported)

% Uptime = Percentage of time when bikes were in the operational status in the last week (not broken) - Average should be around 80-85%

Total # damages = Total Number of Bikes with Damage

% Inbound Rate = Quantity inbounded / quantity ordered for that day

% Delivery Damage Rate = The percentage of items delivered by a supplier that needed to be booked-out (corrected) due to items being damaged when being delivered to a hub

Quantity Inbounded per Hour = Sum of dropped items per hours of day

Outbound value € per outbound reason

Outbounded = If an inventory change is based on waste - determined by the reasons product-damaged, product-expired, or too-good-to-go

Negative Corrected = this is related to inventory changes (inventory corrections) that are less than 0

Positive Corrected = This is related to inventory changes that are greater than

# Orders = # Successful Orders

AVG Fulfillment Time = AVG time to deliver an order (in minutes)

% Orders fulfilled in time (PDT) = % Orders fulfilled before the estimated PDT.

% Partial Fulfillment Rate = # Pre-Delivery Issues / # Orders

% Post-Delivery Issues = # Orders with a Post Order Issue / # Orders

Picking Time per Item = (Avg Picking Time*60)/#Avg Number of Items per Order

% Stacked Orders = #Stacked Orders/#Orders

Picker Queuing Time = Average picker acceptance-related queuing - from order offered to hub to order started being picked. Outliers excluded (>120min).

Picking Time = Average Picking Time considering first fulfillment to second fulfillment created. Outliers excluded (<0min or >30min)

Rider Queuing Time = Average time between picking completion and rider having claimed the order

Riding to Customer Time = Average riding to customer time considering delivery start to arrival at customer. Outliers excluded (<1min or >30min)

At Customer Time = Average Time the Rider spent at the customer between arrival and order completion confirmation

Riding to Hub Time = Average riding time from customer location back to the hub (<1min or >30min)

% No Show Rate =(# Filled hours - # Filled Hours with punch )/ # Filled Hours

% Excused Absence = #Excused No Show Hours / # Filled Hours (Assigned to an Employee)

Rider UTR = AVG # Orders / Worked Rider Hours

Hub Staff UTR = AVG #Orders / Worked Hub Staff Hours (Inventory Associate, Picker, Rider Captains and Shift Lead)

Ops Staff UTR = AVG #Orders/ Worked Ops Staff Hours (Inventory Associate, Picker and Rider Captains)

% Unassigned Rider & Picker Shifts = 1-(#Filled Shifts/ #Planned Shifts)

Expensive Item Waste = Outbounds on non-perishable items with a high value.

Outbounded = If an inventory change is caused by waste - reasons are: 'product-damaged', 'product-expired', or 'too-good-to-go'

Negative Corrected = this is related to inventory changes (inventory corrections) that are less than 0

Positive Corrected = This is related to inventory changes that are greater than 0

% SKU in Full = % of SKUs on Delivery Note Inbounded >= 100% (Eg. when we should get 50 Bananas and we Inbound 49 it would not get counted here)

Fresh Products Inbounded in 3h = This metric shows, what percentage of the fruits and vegetables and other fresh categories delivery note are inbounded within the first 3 hours since delivery. The metric is an average across dispatch notifications (DESADVs)