Key Result Areas and Key Performance Indicators-

S.no Key Result Areas Key Performance Indicators

1. Drive service quality and excellence · Delivery performance of inbound DP within 4 hours of load arrival

· % undelivered shipments

· % Return to origin (RTOs)

· Adherence to SOPs (measured in terms of number of non-compliances/ deviations) in terms of delivery and information upload, closure of exception cases etc

· Achievement of target NPS Scores for the service center

· COD cash tally (Number of instances of errors in cash tally)

2. Drive Operations Process Efficiency and capability • % increase in operational productivity in the service center

o Shipments/FTE

o Net stops / FTE

3. Ensure Performance Driven Culture · Adherence to Performance Management system timelines and guidelines

4. Drive employee morale and engagement · PDA Attrition (%)