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LDC SOP

Start of Day Procedures:

Setting the day up for success requires focus and timeliness.

The LDC building leader will:

  • Arrive on-site no later than 15 minutes prior to the first shuttle scheduled arrival time
    • If you are running late, a notification needs to be sent to:
    • Unlock and open entry door(s) for shuttle drivers and crews
    • Remove any debris or blocks that would prevent the shuttle or drivers/crews from reaching the dock
    • Validate paperwork is prepared for all routes
      • BOLs, Route Manifests, Return Paperwork, Location Assessments, etc.
    • Check email, Route Planner, and company communication for any last-minute changes or adjustments
    • Track the arrival and departure times of shuttles
      • If shuttles are late, Penske is expected to send a notice to the LDC
      • If a shuttle is more than 1 minute late, send an ETA request email containing the LDC and shipment numbers to the following:
        • Whirlpool Allegro Support Team whirlpool@allegrohomedelivery.com
        • WPL RDC Tracking (Penske) wplrdctracking@penske.com
          • The shipment number can be found in Route Planner under the Shuttle schedule, or in the shuttle Load Sheet email that is sent out two days prior
          • If the shuttle is 30 minutes late and there has been no update to your previous ETA request email, follow-up by replying all and requesting the ETA again
            • Continue 30-minute requests until a response is received or a shuttle arrives
          • Keep crews on-site to unload late shuttles up to a reasonable and fiscally responsible amount of time, up to 4 hours or as decerned
        • Maintain pace to unload each shuttle within ~30 minutes
          • Assist as needed in helping to unload the shuttle and load trucks
          • Shuttles not unloaded within 120 minutes will result in detention fees exercised on the LDC
        • Validate product counts prior signing shuttle BOLs
          • If counts are good, sign the BOL and relieve the shuttle driver
          • If counts are inaccurate and you have a shortage or overage, note the Delivery Document number(s), model number(s), serial number(s) (if applicable), and quantities
            • Shortages and overages must be reported to the RDC by 10am that same day
            • Condition each shuttle and inspect product for damage
              • If a product is damaged, pictures must be taken while the product is still on the shuttle
                • Take a picture of the product on the shuttle from a few steps back
                • Take a picture of ALL damage on the product, this may mean moving the product around to get pictures of all sides
                • All damage must be noted right away following the CUA process by 10am
                • Any damage to the shuttle trailer itself, like a damaged floor that is a safety concern, should be reported same day by 10am
              • Check in with each driver/crew
                • Ensure they know which route they have and that they request it in MobileLink
                  • Production environment
                  • Org ID: 001288075
                  • Activation ID: XXX (LDC Number)
                  • Driver ID: Specific to Driver
                  • Truck ID: The specific truck number found on their actual truck
                • Address any training or operational gaps
                  • Validate wheel chock usage
                  • Product handling practices should be inspected during load out
                    • Address any concerns with behavior or tools
                  • Complete a thorough truck evaluation daily to weekly with each driver/crew and advise of any repairs needed to the driver/crew
                  • Provide them with all required paperwork for their route
                    • If product is swinging from shuttle to truck, spot check Delivery Document numbers to validate the proper product is on the proper truck
                    • If product is being staged, review stows for proper product and counts for each route prior to loading the delivery trucks
                    • Ensure that the system matches reality, if route is swapped between teams or the order of stops is adjusted, Route Planner must be updated to reflect these changes
                  • Verify MobileLink usage and adherence
                    • This includes driver/crew arriving on time to the dock and leaving the dock on their route as scheduled
                  • Conduct a de-brief of the previous day if that was not completed the day prior
                    • Listen for coaching opportunities and mistakes that will need addressed
                    • MobileLink errors must be correct in SAP same day or by 10am the next morning
                    • Collect all signed BOLs to be filed and stored locally at the LDC
                    • Watch for any product coming back off driver trucks
                    • Returns must be processed same day
                    • Any previous deliveries that were not completed must be either replanned or properly processed through MobileLink
                    • Drivers must not collect any returns that they do not have paperwork for or are not boxed or wrapped according to Whirlpool standards
                    • If an attempted pickup is unsuccessful, a new delivery return document needs to requested from the proper Whirlpool return team
                    • The same return document cannot be used, they are one and done
                    • If a driver/crew does not arrive at the dock:
                    • Attempt to reach them by phone call and text message
                    • If attempt is not successful, identify alternative fulfillment options
                    • Utilize overflow truck and dock team to perform route
                    • Call other drivers/crews to take route
                    • Take route yourself if applicable
                    • Plan a recharge for a driver/crew that did come
                    • If a different driver/crew is found to run the route, the route must be updated to the new driver/crew in Route Planner
                    • Open Route Planner to the Dispatch Schedule
                    • Right click on the specific route and select “Assign Driver/Crew”
                    • Select “Filter”
                    • Select “New”
                    • Select “Add Rule”
                    • Utilize the Find Where drop down to select how you would like to search for the driver
                    • Enter required search information
                    • Select “Find”
                    • Add the new driver/crew
                    • Remove the previous driver/crew
                    • Select “Save and Close”
                    • Republish route to wGLN
                    • If no alternative fulfillment option exists, notify Whirlpool Allegro Support Team whirlpool@allegrohomedelivery.com and replan the route
                    • The LDC must contact all impacted customers

Middle of Day Procedures

While the drivers/crews are running their routes, it is critical to review progress. This will aid in identifying performance gaps, mistakes, recognition, and customer experience indicators.

The LDC building leader will:

  • Review Dispatch Schedule in Route Planner minimally at 10a and 2p to validate:
    • Timeliness
    • MobileLink usage and adherence
      • Address MobileLink mistakes in SAP near real-time
    • Route progression and adherence
      • Pull the route into the Map quadrant to review GPS pings to track driver progress to the projected route
    • Contact any driver/crew that is off track or is of general concern
  • Be available for driver/crew, customer, or Whirlpool partner contact
  • Process open items on the dock or in the LDC building
    • Return products
      • PGR the returns into LDC inventory
        • Scan products into WMS if applicable
      • Move the returns to the appropriate stow
        • LDC building leader will maintain a 53’ stow for both A Stock and Non-A Mixed Stock if required by your Return Center
      • Request a return shuttle once a return stow has reached capacity
      • PGI and “pick” the return shuttle once product has been loaded and left the dock
    • Plan for and complete next day driver/crew route assignment if not already completed
      • Contact drivers/crews to update them on start time and route information
      • Inform Whirlpool Allegro Support Team whirlpool@allegrohomedelivery.com of driver assignments and any concerns
    • Prepare capacity for a week out minimally
      • Pay attention to driver/crew availability and consider vacations, truck maintenance, etc.
    • Respond to any open requests from Allegro, Whirlpool, or a customer
      • Maintain a 24-hour issue resolution SLA
      • Seek assistance internally before engaging Whirlpool Analyst
    • Routing will be completed between 3:30p and 6:00p local M-F daily (holiday schedule excluded)

End of Day Procedures

Mornings can be hectic, prepare for a smooth morning by preparing the day before.

The LDC building leader will:

  • Conduct a driver/crew de-brief with all returning drivers/crews
    • Listen for coaching opportunities and mistakes that will need addressed
    • MobileLink errors must be correct in SAP within 24 hours at the latest
      • Spot check delivery notes, pictures, and signatures for recognition or gap management
    • Collect all signed BOLs to be filed and stored locally at the LDC
    • Watch for any product coming back off driver trucks
      • Returns must be processed same day
      • Any previous deliveries that were not completed must be either replanned or properly processed through MobileLink
      • Drivers must not collect any returns that they do not have paperwork for or are not boxed or wrapped according to Whirlpool standards
    • Print Route Manifests for the next day from Route Planner
    • Print all Return BOLs in SAP for the following day
      • Open SAP
      • Utilize the ZWS_Admin transaction
      • Enter each Return Delivery Document number one at a time to print the BOLs
    • Complete any EOD tasks and deadlines prior to leaving for the day
    • Complete a sweep of doors to ensure they are locked and secured

Performance Metrics

The following metrics will be used to measure success. By inspecting and addressing the behaviors of the drivers/crews, staying on top of capacity planning, communicating, and solving issues timely – success in these metrics will be straight forward.

  • Issue Resolution/Escalation Response – 24 hours
    • Open escalations or issues must be addressed within 24 hours.
  • On Time to Target – 92%
    • Ensure that deliveries are completed as scheduled, on the day they are scheduled.
  • Delivery Window Adherence – 90%
    • Ensure drivers/crews arrive on time, are off the dock time, and maintain the pace scheduled in MobileLink.
  • Slot to Target Date – 98%
    • Ensure future capacity
  • MobileLink Adherence – 95%
    • Ensure drivers/crews are updating the status of their route as planned in MobileLink. Drivers should not “Arrive” and “Complete” a stop within a minute of each other, as example.
  • MobileLink Usage – 98%
    • Ensure drivers/crews are entering accurate status updates into MobileLink. If they didn’t complete a job fully, they should not mark it as such.
  • Damage Rate Return – 1.10%
    • Ensure that the proper product handling behaviors are being utilized on the dock, validate proper truck loading procedures, and inspect tools/supplies being used to prevent product damage.
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