Operational dashboard

This dash updates periodically during periods of high demand,

it informs expected order fulfilment lead time.

Our masterclass fulfilment is artesian cottage and boutique. Unlike 3PL, there are no robots here to pick up mis-labeled items, and our shipping is that of your choosing, we hand parcels over to the post office at 4PM daily then we rinse and repeat the following day to get the next bunch of riders back on the road.

Each item - we pick, often a workflow kicks in to care for stock replenishment, then we check, pack, produce shipping label & lodge with the local post office. Our velocity ranges from 6-14 orders per full working day when orders are hygienic. We don't rush things, we value a high degree of accuracy so you can be assured you receive spares that work, so you can get to work, without the re-work.

eScootNow

About the dashboard

The dashboard informs the current work-in-progress of order fulfilment. You can observe progress by locating the bar in the chart that relates to date of your order. Our daily velocity ranges from 5-15 orders per day. Shipped = label printed, at which time an email notification by way of order status update progresses to Shipped with tracking number. The parcels are lodged with Australia Post 4PM from postcode 4170 or collected by UPS the following day.

Each day, a selection of orders will progress from Awaiting Processing to processing by way of email order update, you can also check My Account. Progression to Processing signals the order is planned for processing that or the following day, in accordance with our SLA. Beyond that, you have shipping time which applies from when your package is lodged at the LPO. For Australia post you can...

...check postage times from 4170

Our current committed work in progress (WIP)

RAG status = ⚠︎ Orange

Minor delays - Allow 1-2 additional working days for order fulfilment.

To make the dashboard relevant, check the date of your order against the relevant bar in the graph. Purple indicates orders processed / shipped, blue yet to be shipped.

Present WIP order count: 24 orders as at 10th November, down from 26 on Thursday 6th November. Orders to and including 27nd October are expected to clear Tuesday 11th, along with Now Club member orders placed Friday 7th November. RAG status likely to return to green near end of the week.

Treatment: For orders with breached SLA eSN typically uplifts Regular -> Express Post shipping where suitable and/or complimentary gift / additional products.

Order status updates: During periods of normal operations, orders progress directly from Awaiting Processing to Shipped, by way of email status update with tracking number. When there is high demand, we add an additional stage called Processing. Processing means your order has progressed to the pack bench and likely to shipped within 2 working days from time of status change to Processing.

The Open Order Aging report presents SLA of open orders. It over-states breaches as it does not accommodate weekends and SLA's can't be paused (such as by request of customer to hold etc). As such can be up to 48 hours out for orders placed prior to the weekend.

Our current fulfilment velocity

RAG status = ⚠︎ Green

Our capability to process orders returned to full capacity Monday 10th November. Many of the peak-season procurement and product design activities that were in full swing October have scaled down. 9 orders were shipped last week which is well down from our average, 27 orders shipped week prior.

Off-shelf to customisation ratio: Very low (supporting high velocity), the bulk of orders are drawing from ready-to-go, off-the-shelf inventory and individually packaged for retail sale. Inventory health (stock levels) is good.

This dashboard excludes orders shipped by UPS and click-and-collect's.

Synopsis

A significant number of new customers place orders during October which significantly increased order handling effort. The order quality from the newbies was poor with aspects such as incorrect addresses, incorrect items requiring changes to orders, cancelling orders, subsequent orders, all these things that are not straight forward, efficiient and getting riders back on the road.

While it's great to see a lot of new riders venturing into their own maintenance, we encourage customers to order with diligence. We are as time poor as yourself and have limited time budget to clean up your mess!