Challenge

In September 2020, CUSMAT visited a renowned and trusted 20-year old Indian courier company. We conducted an interview based survey with their bikers and learned about their daily challenges of delivering the right products on time without committing any mistakes. After studying the whole process, some problem areas were identified.

Outcomes Delivered

error percentage dropped
on-boarding of new delivery staff

Problem Identification

Higher Training Duration:With an attrition rate of around 25%, the average time taken to train new employees was 33 days, after which they were exposed to actual deliveries, taking another 50 to 60 days to reach maximum productivity.Since the standard operating guidelines keep changing across all regions, the gap between the updated processes and the ones being followed by the employees keeps increasing, leading to increased errors of around 20% and heavy losses and penalties.

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