Title Page
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Auditor Name
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Conducted on
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Location
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Region
- Facility Name (Type Name below)
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Vendor Drop Off
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"Are all packages scanned through LOP and correctly placed(i.e non-bulky in trolley/KIOSK & bulky on pallets)?<br>Look physically at floor"
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"IS the AWB correctly placed on the packages ( AWB should be placed on the package surface which should be most visible, it should not be pasted on the corners of the package, and the font should be clearly Readable)<br>Manual Visibility on Floor"
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"Check the utilization of KIOSK (No of Approved KIOSK available in the Facility in clean Condition)<br>Google Sheet Link: FM Total No of KIOSK<br>Check the Utilization and verify"
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Is KIOSK system operational in designated Model Hubs.(Ensure availability/Functionality of Scanners, LEDs & Smooth internet Connectivity)?<br>Observe the sellers are utilizing the KIOSK without any difficulty
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"Self-inbounding is allowed only when the KIOSK is not working. This is valid only if the reason is provided and the issue has been reported to the Admin Team for resolution?
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Are backup internet devices available and in working Condition?<br>Ask from the FM lead to check the physical availability of devices
Station to Sort
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MUs are created on LOP for the packages received and a seal is applied on these packages?<br>Check the seal at the MUU
Failed Delivery Process
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"For FD Packages, Seller collects the package within 8 days, otherwise the package is marked as Scrap(PSC team will be communicating with the seller).<br>Check aging of FD and Verify recent Email escalated to Scrap Packages"
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"FD RTV packages are sent back to the SC within 24 hours of marking them scrap, and receiving is given on email.<br>Check the email of scrap"
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"No Packages in DRTV that age more than 8 Days (If the seller collects the parcel within 8 days, the status will be marked as 'Delivered.' If the seller does not collect it within 8 days, it will be marked as 'Scrap,' and the PSC team will inform the seller about the status.)<br>Undergoing process"
Package Handling
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"Boxes/carton/package/MUs is not kept on floor(MUs should be placed on pallets and semi bulky and bulky packages should be kept on mats or pallets)<br>Physical Verification"
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"Boxes are stacked in such a way that they don't fall off due to imbalance with proper weight distribution<br>Physical Verification"
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Fragile packages must be kept separately & according to the correct orientation.(Fragile packages should be kept as per the direction of the arrow defined on the fragile labeling, stacking should not be more than 2, and should not be stacked below a bulky fragile parcel)<br>Physical Verification
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"No throwing of any sort of package into trolley/carton from distance.<br>Physical Verification"
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"Sack bags/Fabric Bags are not dragged on the floor.<br>Physical Verification"
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MU's are being stacked on pallets properly with no threat of falling down.<br>Physical Verification
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"Are the sack bags in good condition (no damage or tearing)?<br>New unsealed sack bags: No tagging required.<br>New sealed sack bags: Proper tagging with details as per work instructions is required.<br>Physical Verification"
DRTV
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"Are packages stacked and placed inside the allocated area in Layout for DRTV? i.e for non-bulky using racks and for bulky using pallets<br>Physical Verification"
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"Are the DRTV parcels properly stacked in Bins?<br>Physical Verification"
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"Are the DRTV parcels that are placed in racks/Bins and Seller name tagged properly in Good Condition<br>Verify the Identification "
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"Are the packages handed over to seller based on Automated POD SOP?<br>Through checking the process of Handover from DRTV Processor<br>Check the RS# and verify uploaded on the Drive"
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"Is receiving/PODs taken from seller kept Physical File properly as per Automated POD system for 3 months<br>Through Checking the record File "
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"Any NBS DRTV which is not pertain to respective FM send back to SORT<br>"
Sender Receiver Protocols
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"Is the transfer letter made for sending packages to sort?<br>Check the Transfer Letter"
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"Are all the MU numbers and TNs of bulky packages scanned properly?<br>Physical Verification"
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"Are all the MU numbers and TNs of bulky packages added in transfer letter?<br>Check the Transfer Letter"
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"Are all the details like destination, contact, seal no. etc added properly in transfer letter?<br>Check the Transfer Letter"
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"For each destination, 3 copies of transfer letter taken? i.e. Driver, sender, receiver copy?<br>Check the Copies of Transfer Letter"
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"In case of Short/Extra Received shipment, email escalation is done as per the Sender-Receiver Protocols.<br>Check the Transfer Letter"
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"Proper Record Keeping of Transfer Letter in an organize File for at least 2 Months <br>Review the File, must be in organized form"
Scrap
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"Are the scrap packages sent to sort within 7 days?<br>Check the Aging Backlog File"
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"Packages that are over 7 days old and abandoned are collected from DRTV bins/cartons, placed in an MU, sealed, and sent to the SORT center.<br>Check the Aging Backlog File"
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"Are the scrap, abandoned, lost approved and duplicate packages sent with proper tagging?<br>Physical Verification"
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Inbounding - NB, SB, B, & SB
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Are email escalation being done incase MUs with broken seals are received through LH?<br><br>Verify the escalation email.
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For seal to seal movement Virtual handover is given and confirmation via Email?<br><br>Verify from team lead handover slip is given and Email confirmation is done.
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FIFO is being maitained as per the SOP? (Incase of Backlog) Maintain FIFO with SOP Colour Coding?<br><br>"Check from LOP>Parcel Management> Journey Tracking the aging of the Parcel/MU and its location and review the colour code from SOP. <br><br>1- Grey<br>2- Grass<br>3- Red"
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All the packages, boxes and itmes recieved have been inbounded on the same day?<br><br>Check if any packages on the floor have not been inbonded. Check throu LOP the status of the tracking. If not inbounded the status wil be inline haul
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Is the inbounding being done at the package level for the bulky packages?<br><br>Check the LOP for verification if packages are inbounded at the same timestamp or not. If timestamp is same for all then the packages were inbounded at MU level.
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Receiving is provided on a physical manifest to LH Driver, and email acknowledgement is provided to respective sort center POC?<br><br>Verify the physical manifest and the acknowledgemnt on mail.
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Incase any damaged packages are recieved, email escalation to sort centre is done? (Flag raise in the LOP along with Proper Reason)?<br><br>Check if email escalation for all the damaged packages on the floor have been made.
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Is the damaged package form being filled and record available?<br><br>Check the record of damaged packages and verify that the form for currenlty damages packages on the floor the record is available.
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Physical Manifest of Transfer Letter have been filled properly?<br><br>Check Transfer Letter LM Copy record
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Record has been kept for Transfer Letter ?<br><br>Check Transfer Letter record
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Open MUs with broken seals have been escalated to relevant Sort via Email?
Inbound - Package Handling
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Are packages, boxes or cartons properly stacked on pallets and are not kept on floor?<br><br>Verify the condition on floor.
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Are fragile packages kept according to the correct orientation?<br><br>Check if the fragile sticker arrow is facing up.
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Packages, boxes or cartons are not thrown into the trolleys/cages?<br><br>Verify the condition on floor.
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MU bags and sacks movement is done through pallets/trollies and are not dragged on floor?<br><br>Verify the condition on floor.
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MUs bags and sacks are properly stacked on pallets with no threat of falling off?<br><br>Verify the condition on floor.
Sorting
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Manual Sorting is happening only on Hero Level/ Only Fine Sorting is done manually at Hub?<br><br>Check with Team and visually is 100% Sorting is happening manually then its a noncompliance
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Only approved DH Chiefs + DH are entering the facility for Sorting?<br><br>Verify on ground if DH are the same as mentioned on the allowed DH list.
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Hub-to-Hub Quantum is less than 2% of total load?<br><br>Check historic dispatch capacity and H2H Load via email
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For hub-to-hub movement proper emails is escalated?<br><br>Verify Email
Sorting - Package Handling
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Are packages, boxes or cartons properly stacked on pallets and are not kept on floor?<br><br>Verify the condition on floor.
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Are fragile packages (LED TV, Glass ) kept according to the correct orientation?<br><br>Check the fragile sticker arrow is facing up.
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Packages, boxes or cartons are not thrown into the trolleys/cages?<br><br>Verify the condition on floor.
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MU bags and sacks movement is done through pallets/trollies and are not dragged on floor?<br><br>Verify the condition on floor.
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MUs bags and sacks are properly stacked on pallets with no threat of falling off?<br><br>Verify the condition on floor.
Outbound
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Package are outbounded phsically, 1 by 1 by outbound processor while creating runsheet for DH?<br><br>Check if there virtual outbouding happening without physically counting the packages
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Physical packages are checked by both dispatcher and delivery hero to reconcile count of packages in the run sheet?<br><br>Verify the condition on OB Station.
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DH Perform route planning on table and no package sorting is done on floor?<br><br>Verify it on ground floor
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Dex hero checks out his RS (Runsheet) before leaving the facility through LEX App?<br><br>Verify if the DH before exiting checks or not.
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All calls are being made through VPABX?<br><br>Verify through LOP if the calls have been made or not, take 3 samples if 1 of it is NC mark NO. 77
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All the Runsheet are dispatched before Dispatch SLA 11:00 AM<br><br>Check Physically and via LOP
Package Handling-Outbound
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Are packages, boxes or cartons properly stacked on pallets and are not kept on floor?<br><br>Verify the condition on floor.
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Are fragile packages kept according to the correct orientation?<br><br>Check the fragile sticker arrow is facing up.
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Packages, boxes or cartons are not thrown into the trolleys/cages?<br><br>Verify the condition on floor.
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MU bags and sacks movement is done through pallets/trollies and are not dragged on floor?<br><br>Verify the condition on floor.
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MUs bags and sacks are properly stacked on pallets with no threat of falling off?<br><br>Verify the condition on floor.
DH
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Is Rider sending amber alerts before delivery?<br><br>Interview DH, LOP. Within 1 Hour before Delivery Attempt
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In case of a COD order, cash is collected before handing over the packages ?<br><br>If the "Open Rejects" cases are more than 10 on each hub daily highlight, check the SOP
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In case of a (Non-COD) order, customer name,and Signature are taken on LEX App as E-POD if customer themselves receive the package?<br><br>Check through E-POD/LOP if the details and signature is taken.
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In case of a (NON-COD) order, customer name, signature, CNIC 4 digits, and relation of recepient are taken on LEX App as EPOD if someone else receives the package on behalf of customer?<br><br>Check through LOP if the details and signature is taken, and CNIC details
Control Tower (CT POC/ Cashier)
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In case of open reject package, LM hub sends an email for Customer Flaging and recording to Cashier/CCT team?<br><br>Verify Email
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Failed delivery reasons are being maintained by Cashier/CTPOCfor failed delivery packages?<br><br>Verify the record and make sure it is being updated on daily basis
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Cashier/CT POC inquires the reason of rejection from DH and maintains the record by calling Customers?<br><br>DH performance is low, Check if Cashier/ CT POC verifies from the customers by calling them
Reverse Process
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IVR hold/reject bins/trollies are correctly labelled?<br><br>Verify the seperate bin labelling on the hold, reschedule and reject bon/trollies
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Correct packages are being put into the IVR Hold reject and reschedule bins?<br><br>Verify the status of the packaes in the bins matches that of the status in LOP
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Reject tape is pasted on the Reject packages after validation from CCT team before sending it to relevant SC?<br><br>Verify if all the reject packages have reject tape
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Failed Delivery Packages MU is created for respective Sort Center destination wise?<br><br>Check the destination Sort
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FD (DRTV) packages are sent from the LM hubs to the SC within 12 hours?<br><br>Verify through LOP that the FD packages at the HUB donot have aging of more than 2 days.
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For CR, FD, RTV Reject email is sent to SC team containing the MU# and TN count?<br><br>Verify physical receiving slip
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For CR, FD, RTV Rejet, Receiving is taken on count of MUs on the transfer letter from the LH driver?<br><br>Verify Email
Package Handling-Reverse
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Are packages, boxes or cartons properly stacked on pallets and are not kept on floor?<br><br>Verify the condition on floor.
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Are fragile packages kept according to the correct orientation?<br><br>Verify the condition on floor.
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Packages, boxes or cartons are not thrown into the trolleys/cages?<br><br>Verify the condition on floor.
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MU bags and sacks movement is done through pallets/trollies and are not dragged on floor?<br><br>Verify the condition on floor.
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MUs bags and sacks are properly stacked on pallets with no threat of falling off?<br><br>Verify the condition on floor.
Cash Handling
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CT POC closes DH RS after reconciling it with the cash received?<br><br>Physically verify that the CT POC is only closing those Run Sheets for which cash has been submitted.
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Cash officer will reconcile cash with delivery run sheet and check the amount against the packages delivered?<br><br>Verify if the cash collected by cash officer is same as the packages delivered by the DH.
RS Closure
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Are Runsheets closed on the same day?<br><br>Check through LOP → LM → Post dispatch → Courier checking → Check in Status. Verify if completed the RS closed on same day if pending then not closed.
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Are correct FD reasons selected by the DH?<br><br>Are the DH FD reason and CCT verdict the same. Check the G-Sheet
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Is the Dex Hero App utilized properly?<br><br>Verify through shadow run.
Customer Return
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CR Amber Alert is Sent before going for the package pick up?<br><br>Check through LOP if the Amber alerts were sent or not
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All manual calls are being made through VPABX?<br><br>Check through LOP if the manual calls are made for the customer returns
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Pickup hero calls the customer before picking the requested return parcel?<br><br>Check through LOP if Pickup Hero calls customer for the customer returns
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Double Run
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For Double Run 2 Runsheet are made?<br><br>LOP verification if 2 RS are made
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For the Double Run DH are Clockin 2 time in morning and at 03:00 P?M? and for the 3rd Clockout?<br><br>Verify that double run DH are following this SOP, and check Attendance data
Scarp
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Duplicate Packages have being sent in a dedicated MU to relevant Sort?<br><br>Check Physically and via LOP
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Duplicate Packages email is sent for the movement of MU to relevant Sort?<br><br>Check Email
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Abandoned Packages have being sent in a dedicated MU to relevant Sort?<br><br>Check Physically and via LOP
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Abandoned Packages email is sent for the movement of MU to relevant Sort?<br><br>Check Email
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Lost approved Packages have being sent in a dedicated MU to relevant Sort?<br><br>Check Physically and via LOP
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Lost approved Packages email is sent for the movement of MU to relevant Sort?<br><br>Check Email
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Unidentified Packages have being sent in a dedicated MU to relevant Sort?<br><br>Check Physically and via LOP
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Unidentified approved Packages email is sent for the movement of MU to relevant Sort?<br><br>Check Email
Tagging Accuracy:
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Verify that all packages have correct and clear tags indicating their category (e?g?, lost approved, delivered, duplicate, NSA, offline, CP, Scrap/Abandoned)?<br><br>Check Email
MU Creation Verification:
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Ensure that separate MUs are created for each category with more than one package? For instance, confirm that 5 lost approved packages are grouped into a separate MU?<br><br>Check Physically and via LOP
Proper Labeling of MUs:
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Check that each MU has a clear label with basic information, including origin, destination, and contents (e?g?, offline packages, lost approved, scrap, delivered duplicate)?<br><br>Check Physically and via LOP
Destination Clarity:
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Ensure that the destination is clearly mentioned on each MU to facilitate correct routing and sorting?<br><br>Check Physically and via LOP
Segregation of Packages:
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Verify that packages from last miles (lost approved, delivered, duplicate, NSA, offline) are segregated correctly and sent separately with proper tagging?<br><br>Check Physically and via LOP
Visual Inspection:
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Conduct visual inspections to ensure that tags and labels are legible and securely attached to each package and MU?<br><br>Check Physically and via LOP
Record Keeping:
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Check the records to ensure that all MUs and individual packages are logged with their respective details (category, origin, destination)?<br><br>Check Physically and via LOP
Handling of Offline Packages:
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Confirm that offline packages are grouped and tagged correctly according to their category (last mile)<br><br>Check Physically and via LOP
Consistency in Tagging Format:
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Ensure consistency in the format of tags and labels used across all packages and MUs for easy identification and sorting?<br><br>Check Physically and via LOP
