Improving Productivity and Service in Depot Businesses: How Haulage, 3PL, and Service Companies Can Increase Quality and Customer Satisfaction

This book is specifically for working operations managers across the   broad range of business types that deploy fleet and product via a  myriad  of service types. It is applicable to businesses with small  medium to  large fleets in haulage, 3PL, and any service business  operating a depot  structure. The book is less about theoretical  concepts – although  specific references point to theories including  Lean, continuous  improvement, net promoter score, and balanced  scorecard – but is  essentially a practical guide applying worked  examples and generic  templates regarding the core ten activities that  are critical to  achieving service and profit expectation in any depot,  route-based  business deploying fleet. Every working manager –  front-line to COO –  will identify with and grasp that these are  fundamental areas and that,  if improvement can be sustained, will  deliver better service to  customers and enhanced profit in both local  and business levels. The key  areas examined are:

People management
Fleet management
Route scheduling
Optimisation of non-productive (on-depot) time
Driver debrief
Customer service and complaint management and measurement
Key performance indicators
The operating rhythm
Continuous improvement