Delivery Must Have’s

To ensure that we are doing delivery the right way and succeed, we must have following things in place:.

Build & Deploy Great Teams

Dedicated above store leadership
Fully staffed and trained team deployed for peaks
Driver and order taker retention program
Sales forecasting & labor management system
Dedicated dispatcher at peak

Success Measures:

Driver Turnover %
VOC %
Orders Per Dispatch
% Fully Trained TM’s
% Managers DC Certified

Provide Best in Class Telephone Service

All Calls answered < three rings by trained order taker
Adequate phone lines and order takers, no busy signal or ‘on hold’

Delivery Must Have’s

Suggestive selling and call back program; Phone script at every terminal
System to quote an accurate delivery time
Phone service training and measurement program

Success measures

Abandoned Calls
% Calls answered within 3 rings or X seconds
% of transactions with Y (item being suggest sold)
H of CHAMPS

Deliver ‘Hot Food Hot & Cold Food Cold’

Heated Pouch
Product quality monitoring system E.g Quality Every Day Assessment”
Beverages and sides - stored chilled and pre-bagged
Correct packaging

Success Measures

P of CHAMPS
CER

Delivery Must Have’s

Be On Time All the Time Safely

Trade area mapped and podded ≤ 10 min; Clean data base (Store &Call Center)
Adequate Capacities & Efficient Workflows
Use speed racks
Ready for Revenue and Preassembly discipline
Pack times tracked and controlled
Intelligent Dispatching
KPI’s communicated and displayed
Team aware and drives results to continuously raise the bar

Success Measures

% At the door < 30 mins
% order to pack < 4 mins
% pack to dispatch < 3 mins
% In-restaurant time < 7 mins
% Orders < Promise time
Accidents per 1000 delivery transactions

Delivery Must Have’s

Own the Trade Area & Beat Year Ago Sales

BYA LSM process and plan for each store
Optimized leaflet distribution plan - Pod Optimizer used
Sales and coupon redemption tracked by pod
Competitor activity
Tracking discipline

Success Measures:

SS Transactions Growth %
SS Sales Growth %
$ Per House Hold Penetration %

Delivery KPIS

Ideal Performance Goals

Order Taking

Talk Time (Existing Team Member/Existing number) 1.5 Minutes
Talk Time (New Team Member/new address) 2.0 Minutes
Abandoned Calls (calls answered within 30 seconds and no drop offs) <2%

Production

Pack Time 4 Minutes
Pouch Time 1 Minute
Speed Rack Time 1-2 Minutes
Total In-Restaurant Time 7 Minutes

Drivers

Orders Per Dispatch 1.3 - 1.5
Trips Per Hour 3.33
Orders Per Hour 4-5
Average Drive Time (Single order) 8 Minutes
Average Drive time (Double order) 17 Minutes
Total Delivery Time (Single order) 17 Minutes

Delivery KPIS

Total Delivery Time (Double Order) 26 Minutes

All Team Members

100% of all orders delivered in less than 30 minutes.

Properly trained and cross-trained team members work together as a team to accomplish the highest customer satisfaction.

Note: Delivery within 30 minutes is non-negotiable and sacrosanct. This cannot be compromised at any cost as it will be detrimental for customer satisfaction and product quality.

Frequency of measuring KPIs

Daily measures:

In-restaurant time % (<7 minutes)
At-the-door time % (<30 minutes)

Daily measures:

In-restaurant time % (<7 minutes)
At-the-door time % (<30 minutes)
Orders per household
Product outages
Customer compliments/complaints
Driver - orders per dispatch

Delivery KPIS

Abandoned calls %

Monthly measures:

GES (for delivery)
CER/ROCC performance
Team member/ driver turnover %
Sales and coupon redemption by pod

Communicating performance

Communicating performance of 5-minute pack, pouch times and 7 -minute in-restaurant times is crucial to meeting your goals and the customers’ expectations of orders delivered in 30 minutes or less.

Posting the Delivery Tracking Board will help communicate expectations to your team members. However, you still need a system that lets you determine whether those expectations are being met during each day.

Calling out production and in-restaurant times:

Gives you instant feedback of whether expectations and goals are being met.
Increases awareness and sense of urgency, as well as giving you the opportunity to constantly monitor your production flow.
Gives you a reason to offer positive feedback, motivate, and encourage team members to achieve maximum productivity.

Stairway to delivery excellence

Once we have completed the path of KFC Delivery

from staffing and team expectations,
to improving production through layout, organisation, and capacity,
to having the right systems and procedures in place,
to improving speed of service and trade area mapping – we are in a position to deliver a superior Delivery Service experience to the customer.

Stairway to delivery excellence

One way to know that we are successful is to continually measure our progress. We all know that:

What gets measured gets done!

These are the 5 categories and the relevant KPI's to measure our success:

Build & Deploy Great Teams
Provide Best in Class Telephone Service
Deliver ‘Hot Food Hot & Cold Food Cold
Be On Time All the Time Safely
Own the Trade Area & Beat Year Ago Sales

This balanced approach will make us successful delivery operators and will drive our competitors out of the market.

The Stairway to Delivery EXCELLENCE teaches us the behaviors we need to move from a MARGINAL to a STANDARD to an EXCELLING restaurant.

Commitment & action plan to improve delivery

The top three Delivery Service areas in which I will commit to improve are:

1.
2.
3.

Stairway to delivery excellence

The KFC Delivery goals for my team and I are:

Period______	Period______
Period______	Period______

Trackers and formats

KFC Delivery Tracking Board Delivery Tracking Board

Tracking goals for specific categories is crucial to improving delivery service. Use a Delivery Tracking Board to:

Communicate desired goals to all Team Members and management.
Track and communicate current performance against those goals.
Increase motivation and morale by recognising and celebrating performance.

Trackers and formats

KPI Tracker for stores without call center KPI Tracker for store without call centre
Market KPI Tracker Market KPI Tracker
Call centre KPIs Tracker Call Centre KPI Tracker
Call centre BSC Call Center Ballance Scorecard

Best Practices

Click on the links below to download and view the best practices on how to drive performance

Speed of Service Health Check for Delivery Stores

Pizza Hut SOS Health Check for Delivery Pizza Hut SOS Health Check for Delivery
Pizza Hut SOS Health Check for Delivery Format Pizza Hut SOS Health Check for Delivery Format

Delivery Structured Unit Visit Checklist for AC Delivery SUV Checklist for AC