Improving Productivity and Service in Depot Businesses: How Haulage, 3PL, and Service Companies Can Increase Quality and Customer Satisfaction

This book is a practical guide for working operations managers in haulage, 3PL, and service businesses, focusing on the core ten activities critical to achieving service and profit expectations. It covers people management, fleet management, route scheduling, optimization of non-productive time, driver debrief, customer service, complaint management, and measurement.

Format: Paperback / softback
Length: 202 pages
Publication date: 23 December 2022
Publisher: Taylor & Francis Ltd

This comprehensive book is tailored to the needs of working operations managers across a diverse spectrum of business types, including those involved in fleet and product deployment through various service offerings. Its applicability extends to businesses with fleets ranging from small to medium to large sizes, whether they operate in haulage, third-party logistics (3PL), or any service-oriented depot structure. While the book incorporates specific references to theoretical concepts such as Lean, continuous improvement, net promoter score, and balanced scorecard, its primary focus is on providing practical guidance through real-world examples and generic templates related to the core ten activities that are essential for achieving service and profit expectations in any depot, route-based business deploying fleet.

Every working manager, from frontline to chief operating officer (COO), will find resonance with and grasp the significance of these fundamental areas. By sustaining improvement in these areas, managers can expect to deliver superior customer service and bolster their organization's profitability, both locally and on a broader scale.

The book delves into key areas such as people management, fleet management, route scheduling, optimization of non-productive time (on-depot), driver debriefs, customer service and complaint management, and measurement of key performance indicators (KPIs). It also explores the operating rhythm, continuous improvement, and other critical aspects that contribute to the success of depot-based businesses.

By leveraging the insights and strategies presented in this book, operations managers can enhance their operational efficiency, optimize resource allocation, and drive sustainable growth in their organizations. Whether you are a seasoned professional or a newcomer to the field, this resource will provide valuable guidance and practical tools to help you navigate the complexities of managing a fleet and delivering exceptional service to your customers.

Weight: 442g
Dimension: 177 x 251 x 14 (mm)
ISBN-13: 9781032347813