Client profile
Logistics operator spanning warehouse, transport, and CS, ~300 employees.
Challenges
- Handoffs via chat groups; high error rate
- KPIs volume-only, ignoring timeliness/quality
- CS vs. operations measured separately
What we did
- Key process mapping and SOPs
- Timeliness/quality/cost KPI triangle
- Linked CS–operations metrics
Outcome
Standardized core processes, fewer errors, end-to-end KPI coverage.
Based on a real XieChunQiu engagement; anonymized.
