Handheld Compliance (HHC) Explained
DeBock, Paul
What is Handheld Compliance (HHC)?
HHC is a score based off of six areas:
- Premium Time Windows
- Customer Survey Scores
- Acceptance of Dispatched Routes
- Late Starts
- Away from Stop Score
- Service Time Score
I will go over each of these areas and explain in detail what each means.
Premium Time Windows
Currently, in the Flat Side of the market we do not have time windows but they will eventually be coming back. They were suspended due to Covid-19.
The highlighted times is where you will find your Premium Time Windows. Typically your time windows will be listed at the beginning if your route but please always double check, we can have 2 or 4 hour windows every 2 to 4 hours from 6:00 am to 6:00 pm (6-8, 8-10, 6-10, 10-2, etc.). If you have an afternoon time window it will not be listed at the top. One I have seen one of our drivers do it get some dry erase markers and make a note in the top corner of your window, keep it small so it does not obstruct your view, or come up with your own reminder tool and share it with us so others can duplicate what works! If there is ever a situation where you are going to be late to a time window due to traffic, bad address, etc., contact Jason or Paul immediately so we can instruct you on options. This is one of the most important benchmarks THD looks at – communication is the best tool we have if there are issues.
Customer Survey Scores
THD randomly sends out emails or phone calls asking the customers to rate our service. Give each customer your very best customer service but also understand this does not mean ignoring safety protocols and if what they are asking is unreasonable or against something you have been told by Jason or Paul explain to the customer why you cannot, for example, drive on their lawn, raise a pallet of shingles to roof level, or carry-in product up or down stairs beyond the initial entry way. If you need assistance contact Jason or Paul and provide us with the customers phone number so we can have that conversation with the customer.
Acceptance of Dispatched Routes
As explained in your initial interviews we do our best to keep routes as manageable as possible and try to keep them around 10 hours. There are times, which we have recently experienced, when we have multiple drivers out sick and we have to do our best to cover as much as possible. Also there are routes out of some areas which have a lot of drive time, especially out of Pueblo and 1523. We are working with 1523 to fix some issues which will make this better but Pueblo is a special situation - they have a lot of out of area sales so it is difficult to service some of their customers without having longer days. It is always best to plan your life around the exaptation of a 10 hour route each day. Refusal of Dispatch is an automatic loss of compliance pay for that specific day.
Loads can and are moved regularly to even drivers hours out and routes are rarely finalized and unchangeable. Our side of the system uses logic rules and A.I. to route the loads many times the system will move orders automatically without any human interaction due to changes in circumstances. We try to keep you informed of changes to your routes but when the system does it there is no internal notification to our dispatch team or Jason or Paul. The HandHelds typically do a good job at updating but there are times a manual abandon route and update are required. The stores also have the capability to sell same day deliveries depending on our capacity – we are not alerted when these loads come in and they are automatically dispatch to the most “logical” route.
This is why we have trained each driver to call dispatch to “check-out” before leaving your final delivery - before heading to your home store. Refusing an order which has been added to your route will result in loss of compliance pay for the day.
Late Starts, Away from Stop Score, Service Time Score
These three items are covered in one single report. The report is a rolling 28 days so your numbers impact the report even after you are no longer working for us. I have calculated two different Totals which is an average, one with the actual number our market is scored on which is everyone and the other is just the active drivers and is just for information. The drivers listed in yellow are no longer with us. Below the report from 9/16/2020 I will go over each area and explain the numbers – what they are & how to improve yours. Anything under 95% needs attention immediately!
Late Starts
This is the easiest number to correct and the fastest way to get your score up to 100%. If you are running late or forget to hit arrive, STOP and call Jason or Paul. DO NOT hit arrive at your home store until you hear back from one of us we can edit your start time but not if you have already hit arrive. After you hear back from one of us abandon route, request your route again and you will see the start time changed on the first line of your route. There is no reason any one should be below 100% on this number. If everyone was at 100% on this number our average would come from 91.07% to 94.30%! Still not where we need to be but much closer!
Away from Stop
This number is GPS driven. If you hit arrive while traveling over 5 MPH or outside of 1 mile from the point where the system shows the customer is located, it will mark your score down. As you can see above the highest ranking driver has a score of 96.95%. We understand GPS is not perfect and will never require perfect numbers in this area. Technology has a long way to go in getting the addresses and locations 100% accurate. However, if the delivery address is not right do not hit arrive, if you are able to get the correct address from the customer and it is a reasonable distance, call Jason or Paul and we can have dispatch change the address after we have confirmed with the store. THD uses this to determine if we have delivered at the correct location and if we do not change the and get store verification we are risking a charge back and paying for the material if the customer states they have not received it. When this happens it will take a bit of time but we have to do it right and the time will be worth it in the long run. We cannot just miss and return there will be times it is best to return and have the store reschedule but if it will not impact your hours drastically we need to complete the delivery, this will be determined on a case by case basis by Jason or Paul.
Service Time
The Service Time number is based off the time you spend in Arrived status. This is why Jason and I have directed everyone to wait 3 minutes between steps. The proper steps to follow for a delivery or pickup is as follows:
· After you put your truck in park and set the brakes, hit arrive. I do this before even taking my seatbelt off.
· Unstrap, unload, deliver. I always get the moffett off the driveway in the case there is a hydraulic leak, then...
· Hit complete, sign as driver, add notes, and take at least 4 pictures, the larger the load the more pictures you need to take. If delivering stick lumber make sure you take a picture of the ends of the bunk so the store can count items if there is a dispute on quantities delivered. Taking good pictures is the first step in avoiding claims and charge backs, as Barbara always says, “Tell the story of the delivery with pictures”
If you follow the steps above there should be no issues with service times and your numbers will drastically improve. If you forget to follow these steps you MUST wait 3 minutes before hitting complete or you will be marked down.
Composite Ranking
The Composite Ranking is the combination and average if the above three items. All numbers including this one needs to be at or above 95% to ensure your Compliance pay is not affected.
Conclusion
Due to the HHC report being a 28 day rolling accumulative report we are giving everyone until the week of October 4th before these numbers will impact your compliance pay. These numbers are very important to Estes and The Home Depot – they should be just as important as they will impact your paycheck. Please take this seriously – we do not want to take compliance pay from anyone but if numbers do not improve we will have no other option. We know you all can turn this around!
Currently we are sitting at #2 out of all of THD carriers let’s prove to corporate we can correct this issue and do our part in being the #1 best carrier for THD!
Weekly HHC reports will be posted to the Estes Dedicated & Big E Driver News and Announcements Google Group. You can access this group by following this link: https://groups.google.com/g/estes-dedicated--big-e-driver-news-and-announcements If you are not receiving email notifications please request to join the group and text Paul so he can approve your request.
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Thank you,
Paul DeBock |
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Driver Supervisor - Colorado |
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Level 2 A Division |
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Estes Express Lines |
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For More Than 85 Years—Delivering Solutions That Exceed Expectations.
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