Success is sweet

Over the past six months, Seacroft delivery office in Leeds has driven considerable improvements in performance. Lead COM, Peter Wreglesworth, explains the secrets of their success.

What have been your biggest improvements at Seacroft?

We were around 1062 in the Vital Few rankings six months ago. A big improvement has been around our T24/48 performance. As the T24/48 has improved we have also seen a big improvement in our Net Promoter Score.

What changes have you made to drive those improvements?

The main changes are that we set our standards and we stuck to them! A big part of it was getting the team on board with communication. We were very clear about what we expected and, more importantly, we listened to what the team needed in term of training etc. A big driving factor was getting the team using the My performance App. This helps them understand their own performance.

How did you find Peak 2024 versus Peak 2023?

Peak 2024 was such much more organised than 2023. There were two big factors in this - firstly the pipeline seemed to run much better this year and our arrivals were the best that we have had in years. Secondly - and the biggest impact - was the performance of our Dedicated Parcel Route (DPR) operation. I put a new structure in at the start of 2024. This made the DPR operation run much better and it was led superbly by my PCOM, Chris Mann.

What would like to say to your team?

I would say a massive heartfelt thanks to the entire team in Seacroft. The unit has been through some tough times in recent years, and they have come through it with flying colours. Our goal is to finish in the top half of the Vital Few while delivering a quality service to the customer. The unit has come along way in the past 12 months, and we look forward to continuing to improve rather than looking back.