Operations audit
Halving late deliveries for a regional courier
A six-week operations audit that untangled dispatch, routing and handovers for a 60-rider courier team.
Client
Kito Couriers
Industry
Logistics
Service
Operations audit
Result
48%
The challenge
Kito had doubled its rider fleet in a year, but on-time delivery had slipped below 80%. Dispatch ran on WhatsApp groups and memory, and nobody could say where the delays started.
The approach
We started by riding along. Two weeks of shadowing dispatchers and riders showed that most delays happened before a parcel left the depot, not on the road.
Mapping the real process
Together with the dispatch leads, we mapped every step from booking to drop-off and timed each handover. Three steps accounted for most of the waiting.
Small fixes, in order
Instead of a new system, we introduced a fixed cut-off time, a simple batching board and a daily ten-minute stand-up. Each change was tested for two weeks before the next one started.
The outcome
Late deliveries fell by 48% within 90 days. Dispatchers now finish on time, and the founder has a weekly one-page report instead of a dozen chat threads.
48%
fewer late deliveries in 90 days
Amara found problems we had been walking past for years, and fixed them without slowing us down.
Wanjiru K., Founder, Kito Couriers