By examining pain points for employees and C-Suite identified concerns, I made changes to three areas to the Maui FedEx Ground terminal's operations:

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-Implemented Alternate Day Service for more rural, hard to access areas. First, I listened to drivers who explained that servicing these remote areas each day resulted in a time burden that decreased on-time delivery service percentage and pickup time adherence, increased customer frustration, and driver burnout. After consulting with engineering, we found that we could change tracking information to reflect a two-day delivery time for select zip codes, and allow drivers two days to deliver these packages. Our on-time service percentage from an average of 92% to consistently above 98.5% Drivers relayed consistent feedback from customers in these areas that they were grateful and more assured that their packages would be delivered as promised.

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-Adjusted incoming freight scans and delivery estimates to read as loaded on truck for delivery the following day. Drivers sometimes had to wait until as late as 11am for freight to be available, resulting in a late start, dealing with increased traffic, difficulty in parking and delivery, and longer days. After changing this, drivers could load up the night before if they wished or as early as they wanted, and package handlers could complete the sort more carefully, loading packages on palettes separated according to driver preferences. Since this terminal was smaller than more metro areas, and our freight arrived at atypical times, a different approach was needed. After this strategy was proven, it was implemented across the region, then across the enterprise, in locations with similar challenges.

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Only front-facing employees know the narrative. You have the metrics but you don't have the full story.

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Contact me to find it.