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Keeping your promises at Christmas

Christmas time. A time of joy and giving, of fun and laughter, of delays and frustration… Hang on a minute, that doesn’t sound particularly festive!

Man giving gift at ChristmasWe’ve all been there, queuing for what seems like eternity to do our Christmas shopping in the weeks leading up to Christmas. But even for the growing number of us who choose to shop online, there’s the potential for missed delivery times, wrong deliveries, and lost deliveries.

With online shopping increasing by around 14% in December, the pressure is on for delivery companies to, literally, ‘deliver’ on the seller’s promises. And the penalties for failure are significant: an Econsultancy survey found that up to 59% of respondents would not shop with a company again if they failed to deliver. That’s a lot of future business to lose.

What’s required is no different in principle from every other mobile workforce environment: the ability to not just determine what work needs to be done, and to measure what work has actually been done, but also - and perhaps most important of all - how the work has been done.

The first is obvious, the second increasingly expected, but the third requires a fresh approach to equipping and enabling the modern mobile workforce to do the best possible job.

It’s not just a matter of handing the worker a schedule at the start of their shift and leaving them to get on with it. It’s about the ability to see - in close to real-time - what is actually happening, and it’s about understanding the patterns of activity and behaviour that make so much of a difference to the customer experience.

What are your expectations of your field force? What do your top performers do particularly well? And how can you apply that learning to influence the entire workforce to always deliver peak performance?

The concepts apply far beyond the world of delivery - they are just as relevant to the management of any mobile work process. If we are to consistently satisfy customer expectations, we need to pay as much attention to how work is done as to what needs to be done.

This depends on collecting far richer insights about what is really going on at the frontlines of your business - and it requires the ability to visualise patterns of performance that allow managers to keep their promises and drive continuous improvement.

It’s this idea that led Cognito to rethink how mobile work is performed - and how it can best be managed - from the ground up. It led us to recognise that it would require that we collect a far richer set of operational information. And it led to the development of an activity-based approach to managing workflow - and to the need to make it easy to visualise key performance areas.

It led us to develop Cognito iQ. And whilst we might not yet be behind every delivery driver in helping them deliver on their promises this Christmas, it could be just the approach you’ve been looking for to ensure that you deliver on yours in 2015…

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