Theft | Misconduct | Altercations | Accident | Late Deliveries | Policy Manual

Objective: To ensure a secure and ethical working environment, safeguarding company assets and maintaining integrity in operations.

Procedure:

• Investigation: Upon receiving a report of theft or misconduct, initiate a comprehensive investigation. This includes reviewing surveillance footage, interviewing involved parties, and examining relevant records.
• Documentation: Maintain detailed records of the investigation process, findings, and decisions taken.
• Action:
• Theft: In confirmed theft cases, immediate termination is standard. Legal action will be considered based on the severity and impact of the theft.
• Misconduct: Actions range from formal warnings to termination, depending on the nature and frequency of the misconduct.
• Review: All decisions should be reviewed by a senior management team to ensure fairness and consistency.

Objective: To promptly address conflicts ensuring the safety of all parties and maintaining a harmonious work environment.

Procedure:

• Immediate Action: In any altercation, prioritize de-escalation and separation of involved parties.
• Investigation: Conduct a thorough investigation, gathering statements from all parties and witnesses.
• Resolution: Based on findings, implement disciplinary actions or conflict resolution strategies such as mediation or counseling.
• Follow-up: Monitor the situation post-resolution to prevent recurrence and ensure ongoing harmony.

Objective: To efficiently manage misrouted packages, ensuring timely and accurate deliveries.

Procedure:

• Reporting: DAs must immediately report any package not belonging to their route to their DSP manager or dispatcher.
• Verification and Action: The DSP manager checks for misrouting and coordinates with the delivery station for appropriate action – either return or reroute to the correct destination.
• Record Keeping: Document all instances of misrouting for future analysis and process improvement.

Objective: To enhance delivery accuracy and proof of delivery standards, ensuring high-quality service.

Procedure:

• Training and Development: Implement targeted training programs focusing on delivery best practices and accuracy.
• Route Optimization: Regularly review and optimize routes for efficiency.
• Monitoring and Communication: Enhance monitoring of on-road activities and maintain clear, ongoing communication with DAs regarding expectations and standards.
• Regular Reviews: Conduct periodic performance reviews with DAs, providing feedback and guidance for improvement.

Objective: To manage accidents involving DAs on property, ensuring immediate response and proper documentation.

Procedure:

• Immediate Response: Prioritize safety and call emergency services if necessary.
• Incident Reporting: Report the incident to station management and comply with station-specific reporting procedures.
• Documentation: Thoroughly document the incident, including photos and witness statements.

Objective: To ensure the safety and support of DAs in the event of mugging and vehicle theft.

Procedure:

• Immediate Assistance: Prioritize the DA's safety, providing medical assistance if required and report the crime to law enforcement.
• Notification: Inform station management and follow specific incident protocols.
• Recovery Coordination: Collaborate with law enforcement for vehicle and package recovery.
• Support to DA: Provide necessary support to the DA, including counseling if needed.

Objective: To address and rectify issues

leading to consistent late deliveries by a delivery team, ensuring efficiency and reliability in service.

Procedure:

Root Cause Analysis: Investigate the reasons behind the late deliveries. This may involve examining route planning, DA training, vehicle conditions, DA workload, and other operational aspects.

Solution Implementation:

• Route Optimization: Adjust routes based on traffic patterns, delivery density, and DA feedback.
• Training and Resources: Provide additional training or resources to DAs, focusing on time management and efficient delivery practices.
• Vehicle Maintenance: Ensure regular maintenance checks and quick repairs to prevent vehicle-related delays.
• Workload Management: Review and adjust DA workloads and schedules to prevent burnout and inefficiency.

Performance Monitoring: Implement regular monitoring and performance tracking post-implementation of solutions to ensure effectiveness.

Feedback and Communication: Maintain open channels for DAs to provide feedback on route difficulties or operational challenges. This feedback should be regularly reviewed and used for continuous improvement.

• Policies are subject to periodic review and updates to reflect changes in operational requirements or regulatory standards.
• Any deviations or exceptions to these policies must be approved by senior management.
• All investigations and disciplinary actions must be conducted with strict confidentiality.
• Compliance with these policies is mandatory, and non-compliance may lead to disciplinary action up to and including termination.