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Q:

What KPIs prove the Delhivery update improved team productivity without increasing risk?

  • sandeep karwa
  • Oct 14, 2025

1 Answers

A:

When you push a Delhivery system update (new APIs, warehouse automation, last-mile routing improvements, etc.), leadership will ask: Okay, but did this actually help our teams — and did it keep risk under control? That’s where you need KPIs that capture both productivity and risk.
Productivity KPIs

  • Order Processing Time- average time from order creation to Delhivery API acknowledgment (should drop).
  • Shipment Creation Time per Agent- fewer clicks/manual steps for ops staff to generate AWBs.
  • First-Attempt Success Rate- % of labels/shipments booked without retries or manual corrections.
  • Ops Team Hours Saved- monthly hours saved by automation (ex: fewer CSV uploads, fewer exception handlings).
  • Delivery SLA Adherence- % of shipments still dispatched within promised TAT.

Risk & Reliability KPIs

  • API Error Rate- % of failed booking calls (PAN India API reliability).
  • Exception Volume- # of shipments landing in “manual exception” queues (address mismatch, pickup delays).
  • Reconciliation Errors- mismatches between Delhivery tracking vs internal OMS/WMS (should not increase).
  • Escalations Raised- customer complaints or partner escalations attributable to the new workflow.
  • Rollback Incidents- number of times update had to be reversed due to blocking issues.

Balanced KPIs (Both Productivity & Risk)

  • Throughput per Ops Member = Shipments processed/Team size.
  • Compliance SLA % = Adherence to regulatory + partner SLAs (GST invoicing, audit logs).
  • Cost per Shipment (Ops overhead) = Ops cost/Shipments booked (ideally goes down).
  • Customer Query Volume = PF-style: # of Where’s my shipment? or booking error tickets (lower = smoother system).
  • Amit Kumar Saxena
  • Oct 16, 2025

0 0

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