Objective:
The PDA Usage Summary report serves as a rapid assessment tool for evaluating RSR PDA behaviors, specifically tracking transactions throughout the month. Its primary purpose is to assist Service Leadership in distinguishing team members effectively leveraging the PDA to execute the Customer Delight Strategy from those who may require coaching or guidance. Regional Service Directors and Managers are encouraged to reinforce positive PDA use and address specific areas for improvement among their team members. The PDA Usage Summary Report is designed to complement the nightly PDA Management reports-not to replace them.
Accessing the Report:
• The PDA Use Summary report is automatically distributed every night via email to members included in the ABS report distribution list. The report is sent out at 8:15 PM (EST).
• The emailed report defaults to a month-to-date view.
• Users can also access the report within ABS by navigating to User Defined Reports: PDA Usage Summary by Route Report. This functionality allows users to customize their view by selecting RSD, SM, and date range for the data they wish to view.
Report Columns Explanation:
4. Route Number: Identifies the specific route associated with the data.

5. Workdays: A count of days (M-T-D) that the RSA has signed into the route using the PDA.

6. RSR Name: Specifies the name of the Route Service Representative.

7. Phase l Compliance (formerly known as Basic Compliance):This field represents the compliance level of Phase l functionality, encompassing arrival, departure, signature, and safety compliance. This is calculated as an average of specific columns and expressed as a percentage. All functions are weighed equally. RSRs were provided two dates to achieve proficiency using the PDA – Phase l – January 31, 2024, and Phase ll –April 1, 2024. (Phase ll compliance added additional PDA functions beyond Phase l.) Phase l Compliance = (Arrival Performance + Departure Performance + Signature Performance + Safety Compliance)/4

 

8. Phase ll Compliance: Introduced on April 1, 2024, Phase ll functionality introduces additional transactions to be performed by the RSR using the PDA. These functions include Photographs, Adjustments, and Customer Contact Information. These functions are measured separately from Phase l functions in this column on the report. Expressed as a percentage.
Phase ll Compliance = (Confirmation Compliance % + Adjustment Compliance % + Missing Contacts Performance)/3. This is expressed as a percentage.
PDA Usage Summary by Route Report Definitions (Updated)

9. Total Compliance – Is the weighted average of Phase l Compliance + Phase ll Compliance. Phase 1 has 4 measures. Phase ll has three measures.

10. Stops: Indicates the month-to-date count of route stops.

11. Settlements: Denotes the month-to-date count of settled invoices. It is expected that the number of stops, invoices, and settlements align. If the counts are not in agreement, it should prompt further investigation by the Service Manager.

12. Arrivals: This represents the month-to-date count of PDA-logged arrivals at customer locations. Tracking of service window times enhances route configuration and can eventually aid in making more informed Customer pricing decisions.

13. Batched Arrivals: Quantifies the month-to-date count of arrivals with less than a 2-minute separation from one another. Batched arrivals raise questions about whether RSRs are conducting 3-point-of-service close with their customers.

14. Arrival Performance (percentage): Measures RSR discipline of entering arrival times at the Customer site.
Arrival Performance = (Total Arrivals – Batched Arrivals)/Total Arrivals

15. Departures: Reflects the month-to-date count of discrete departure times, emphasizing the importance of recording a departure time for each stop.

16. Batch Departures: Counts departures with less than a 2-minute separation from one another. Batched departures signal potential issues that the 3-point service close may not be taking place.

17. Departure Performance (percentage): Measures the accuracy of departure time entries.
Departure Performance = (Total Departures – Batched Departures)/Total Departures

18. Signatures: Month-to-date count of signatures obtained from Customers. The process of obtaining a customer signature encourages interaction between the RSR and the Customer contact.

19. # of NOTS Signatures– A count of stops where the acronym “NOTS” has been entered in the initials field versus the RSR obtaining a customer signature and entering the customer’s initials into the initial field.

20. % NOTS (“No one there to sign”): Measures the percentage of NOTS signatures. NOTS signatures should not exceed 10% of total signatures.
% NOTS = NOTS Signatures
% NOTS = NOTS Signatures / Total Si/ Total Signaturesgnatures

21. % Customer Signatures Not Obtained - the percentage of signatures not obtained using an incorrect acronyms other than NOTS. Incorrect acronyms include “NOTA, NATS, NOT, SVCD, NO OTS, NOTZ, NITS, SVC, RSR, NIXON, NOYS, NNOTS, SVR and NOTE.

22. Batched Signatures: A count of repeated initials and initial patterns. Repeated initials indicate a potential lapse in obtaining Customer signatures.
PDA Usage Summary by Route Report Definitions (Updated)

23. Signature Performance (percentage): Gauges the accuracy of signature entries.
Signature Performance = (Total Signatures – Batched Signatures)/Total Signatures.

24. Undeliverable: Tallies instances where the undeliverable status was selected by the RSR. The undeliverable count highlights situations where service could not be completed by the RSR.

25. Delivery Photos: Counts the number of photos taken by the RSR. Photos provide visual evidence to the customer that the service was performed. Photos are attached to the delivery confirmation email that is sent to the Customer at settlement. A maximum of four photographs may accompany a delivery confirmation email. If more than four photographs are taken at the Customer location, only the last four photographs will accompany the email.

26. Delivery Confirmations: A count of delivery confirmation emails sent to the customer.

27. # of NOTS Delivery Confirmations: Is a count of delivery confirmation emails sent to the Customer whereby the customer was not present to sign for the delivery. A photo must accompany the delivery confirmation to count for this definition. (In practice, it is possible for a customer to receive a delivery confirmation email without an accompanying photo. It simply will not count as a “delivery confirmation” for purposes of this measure. A photo is all the more important when a customer is not present to sign for the service delivery.)

28. NOTS Delivery Confirmation: A count of delivery confirmations where the NOTs acronym was entered into the customer initial field by the RSR and a photo was attached. For purposes of this measure, the absence of a photo will result in a delivery confirmation not counting toward total confirmations. (In practice, a customer can receive a confirmation email without an accompanying photo.)

29. % Nots Delivery Confirmations: Is a count of delivery confirmations whereby a customer signature was not obtained, the RSR entered the acronym “NOTS” into the initials field, and a delivery photo was attached to the delivery confirmation email.

30. Safety Checks: Represents the month-to-date count of completed post-trip inspections. A post-trip inspection is a regulatory requirement.

31. Safety Compliance (percentage): Measures the discipline with which the RSR conducts post-trip safety inspections. Safety compliance is expected to be at 100%.
Safety Compliance = Total Safety Inspections / Workdays

32. Product Quantity Adjustments: Counts changes made to rented pieces using the PDA.

33. Adjustment Compliance: Expressed as a percentage, adjustment compliance is the number of adjustments completed on the PDA vs. the total number of adjustments (PDA adjustments + PC Adjustments).
Adjustment Compliance = PDA Adjustments/ Total Adjustments

34. Soil Scans: Indicates the month-to-date count of scanned soiled garments which promotes inventory accuracy and health.
PDA Usage Summary by Route Report Definitions (Updated)

35. GIM Scans: Represents the month-to-date count of scanned clean garments. Contributes to inventory accuracy and health.

36. Contacts Added: Tracks the month-to-date count of new Customer contacts added to the ABS database.

37. Contacts Edited: Counts changes made to existing Customer contacts, ensuring up-to-date and accurate contact information.

38. Contacts Replaced: Records the number of contacts overwritten, with the old information retained in the ABS database.

39. Primary Contacts Missing Phone: A count of Primary Contacts where the phone number field is blank.

40. Service Contacts Missing Phone: A count of Customer Service Contacts where the phone number field is blank.

41. Primary Contacts Missing Email. A count of Primary Contacts where the email address field is blank.

42. Service Contacts Missing Phone: A count of service contacts missing a telephone number.

43. Total Missing Contacts: A count where either a primary contact or a service contact is missing.

44. Missing Contacts Performance: Expressed as a percentage, Missing Contacts Percentage is the number of Customer accounts that contain the Primary Contacts email and phone number + the Service Delivery email and phone number vs. those accounts that have missing contact information. There should be 4 data points recorded for each account. An account having 3 of 4 data points is counted as 75% compliant.) This differs from the Marketing Contact percentage measure. Marketing requires a single email address per account only to be compliant.

45. Start Turck Mileage: Is the mileage entered by the RSR into the PDA at the start of the shift.

46. End Truck Mileage is the mileage entered into the PDA by the RSR at the end of their workday.

47. Total Truck Mileage: Is a calculation of the miles driven for the day.

Total Truck Mileage = End Truck Mileage – Start Truck Mileage

48. Target Truck Mileage: An estimate of the route mileage taken from Verizon Connect.

49. Daily Average Truck Mileage: Total Truck Mileage divided by the number of work days.

These definitions help offer a detailed explanation of the report's construction and guide users through interpreting its columns effectively.