Engaging in Marlow

Based in the South Central region, Marlow Delivery Office is classed as one of the region’s top performers.

David Graham, Customer Operations Manager, keeps on top of his Tracked performance first thing every morning looking at the Redlands dashboard and KMC app data to see if there are any issues with Tracked doorstep scanning.

He says: ‘If the data tells me there is an issue, I have a one-to-one conversation with the colleague and support them using our workplace coach. It’s not only to helped them improve, but it praises good performance too.’ 

‘Engagement, engagement, engagement’ - that’s what David puts his team’s good performance down to.

Every Tuesday morning, he gives the whole team an update on their unit’s performance and says: ‘It’s another great opportunity for me to highlight any good performance and also put out the offer of support to anyone who may need it.’ 

Always looking at ways to make things easier for people to do things correctly, David identified a way to ensure all items are scanned to core route. He says: ‘I ensured the PDA volume is turned up so the beep can be heard, as acknowledgement we have it to deliver, Redirect, Keepsafe or make inflight changes. We also mark the item with a marker to prove it has been scanned. This really helped with doorstep delivery scanned performance too, as it will be listed on the PDA.’

For more tips on getting those all-important scans right, don’t miss this film in our Building Customer Trust series.

David says: ‘We’re part of a small community here in Marlow and the team really appreciate my feedback on how well we are doing and always want to maintain this good performance – that’s what we all want at the end of the day, to give a good service.’

Make sure your team is having regular huddles through Team Talk: take 5. Learn more here.