dsp onboarding guide - amazon s3 onboarding guide do not distribute nov 15 2016 page 2 of 11 dsp...
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DSP ONBOARDING GUIDE
Reference [email protected]
Use this guide to guide to help prepare you for your first day as a DSP Representative at the Amazon Delivery Station.
DSP Onboarding Guide
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Dear Valued DSP Partner,
Welcome to Amazon! We are very excited you have decided to join us. Amazon has provided you with
an onboarding guide to help prepare you for your first day as a DSP Representative at the Amazon
Delivery Station.
This onboarding guide is designed to guide you and will help you understand:
What steps need to be taken to ensure your onboarding logistics are completed before you
begin completing your online modules.
Which online modules to complete, which topics are covered, and which resources are available
to you.
What steps need to be taken to create your Amazon windows account, login credentials and
permissions to access Amazon tools.
What to expect for your one-on-one meeting with an Amazon Learning team member.
This is a self-directed guide. You will drive your own understanding of the DSP activities by reviewing
the information in this guide. In addition, you will get hands-on experience meeting with Amazon
Operations team members, the opportunity to apply the tools you are learning, and contribute to the
overall success of ensuring Amazon meets the customer promise. It’s important to fully read through
this document entirely to ensure you receive all the necessary information that is applicable to your
role.
Getting Started
Complete Onboarding Preparation Phase – Day 0
Ensure that the Add New DSP Representative Trouble Ticket has been submitted by your DSP
Manager.
Complete Online Modules Phase – Day 0
Complete the DSP101, DSP201, DSP301, and DA Curriculum online modules in Amazon KNet
system.
Complete Amazon Account Access Phase – Day 1
Meet with an Operations Team representative to create your Amazon windows account, get your
Amazon login credentials and permissions to DSP tools.
One-on-One with Learning Phase – Day 1
Meet with a Learning Coordinator from your station to take a tour and review tools and resources
that are available to you.
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DSP Onboarding Process Checklist
Refer to the DSP Onboarding Process Checklist to work through the full list of activities that need to
be completed for your onboarding. Print this checklist or save a copy for your reference!
Onboarding Preparation Phase
DSP Representative (Leader/Manager)
Assign Manager Role in DSP Portal
Submit Trouble Ticket for new DSP Representative
AMZL DSP Management Team
Verify Information for new DSP Representative from Trouble Ticket
Onboard new DSP Representative in People Portal
Resolve Trouble Ticket with Welcome Message
DSP Representative (Leader/Manager)
Check Correspondence in Resolved Trouble Ticket
Send Notification to New DSP Representative
Online Modules Phase
New DSP Representative
Complete KNet Modules
Notify DSP Manager and/or Learning Coordinator that KNet Modules are Complete
AMZL Learning Coordinator
Verify KNet Modules have been completed by the new DSP Representative
Submit Badge Request for new DSP Representative
Schedule Meetings with new DSP Representative
Notify DSP Manager of Confirmed Meeting Times
Amazon Account Access Phase
Station Operations
Issue Laptop for new DSP Representative, if necessary
Create Amazon Windows, Communicator and Email Access
Retrieve Amazon Alias and Reset New DSP Representative’s Password
Request Wireless Certificate
Issue Amazon Gemalto Token
Grant Permissions to Routing Tools
Notify Learning Coordinator of New DSP Representative
One-on-One with Learning Phase
AMZL Learning Coordinator
Issue Amazon badge to New DSP Representative
Conduct One-on-One Meeting with New DSP Representative
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DSP Onboarding Process
The Delivery Service Provider (DSP) has a valued presence in the delivery station and plays an important
role in the overall operation of delivering packages to customers. As a DSP Representative, you
maintain the DA and route workflows, support DAs while they are on-road delivering packages to the
customer, and monitor DAs on-road behavior with reporting and metrics.
The DSP Onboarding Process is designed to:
1. Help you better understand your role as a DSP Representative
2. Prepare you for your day to-day activities
3. Give you access to key resources
The process includes the completion of onboarding logistics, completion of the self-paced online
modules, the completion of your Amazon accounts, login credentials and permissions to your DSP
tools, and meet and greet with an Amazon representative.
DSP Onboarding Process Visual
1. Onboarding Logistics
Before a new DSP Representative can access the DSP Onboarding Curriculum, he or she must be
onboarded with Amazon. Your DSP Manager should have completed these steps prior to your
onboarding began, but if it has not been completed, start with step 1 below to inform Amazon that you
have started as a DSP Representative.
1. Add an account in the DSP Portal for the DSP Representative, then assign a Manager Role
(Account Manager or Operations Supervisor) to the account. Follow the steps in the Multi-User
Account Job Aid to complete this step.
IMPORTANT: Whomever is completing this step, must have a Manager Role in the DSP Portal
to add an account and add a Manager Role for the new DSP Representative.
2. Submit an Add New DSP Representative Trouble Ticket. Include the Accurate Background
Reference ID/Confirmation number, full name of new DSP personnel, Delivery Station, DSP
Company and the designated Operations Manager at the Delivery Station.
If the new DSP Representative was previously a DA, submit a Business Title Change Trouble
Ticket.
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IMPORTANT: This ticket must be submitted no sooner than the day before the DA has
scheduled days off. The DA will be off-boarded from the DSP Portal and manually re-assigned as
a DSP Representative. Provide the information listed above for the new DSP Representative as
well as the email address in the DSP Portal (does not end in @amazon.com), and the scheduled
off days. The DSP Management team needs a consecutive 48 hours to ensure little to no
operational impact.
2. Online Modules
The self-paced, interactive online modules introduce the activities that are relevant to you as a DSP
Representative in the Amazon Delivery Station. These modules are intended to provide the knowledge
you need before you go to the station, and are available for you to access 24x7 through the Amazon
KNet online system.
Online Modules
The links to the modules, a description of each modules, a list of topics for each module and associated
resources are available in the Online Modules section of this document.
KNet Login Information
URL:
Inside the Amazon Network: https://knet.amazon.com
Outside the Amazon Network: https://knet.csod.com
Username: Your KNet username is the same as your Amazon alias that is assigned to you during the
Onboarding Logistics phase. Check the Add New DSP Representative or Business Title Change Trouble
Ticket that was submitted, or ask your DSP Manager to search for your username in the Amazon Phone
Tool.
IMPORTANT: if you are inside the Amazon Network, you will automatically directed to the
online modules and you will not need to log in.
Password: your temporary password to KNet was included in your Welcome Email. If you need to reset
your password, click here.
Office Hours
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Office Hours are available at your Amazon Delivery Station for you to access the online modules with
Kindle devices. Check with your Account Manager, Regional Learning Manager or Learning Coordinator
for the designated office hours schedule at your station.
You can also complete the online modules outside of the Amazon Delivery Station, using the login
information provided above.
If you do not complete the modules at the station, inform your Account Manager, Regional Learning
Manager or Learning Coordinator so they can set up your meeting at the station with an Amazon
Operations team member to create your Amazon accounts.
3. Amazon Account Access
An Amazon Operations team member (Station Manager, Area Manager, Shift Assistant) with provide
you with the following:
Amazon Lap, if necessary
Amazon Windows, Communicator and Email Access
Amazon Password for Windows, Communicator and Email
Access to Amazon network
Amazon Gemalto Token
Access to Routing Tools
4. One-on-One with Learning
It’s important to inform your Account Manager, Regional Learning Manager or Learning Coordinator
once you have completed the online modules, and have received all your necessary Amazon accounts,
login credentials and permissions, so you can set up a meet and greet time.
During the one-on-one meeting your Learning Coordinator, you can expect to:
Receive your Badge
Amazon Delivery Station Tour
Review Routing Tools
Review DSP Portal
Go to DSP A to Z Guide
Go to DSP Newsletter
Save DSP Weekly Office Hours
Review AMZL DSP Management Team
Review Delivery Station Contact Information
DSP Onboarding Guide
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Online Modules
DSP101 Module
The DSP101 module provides learners an opportunity to become familiar with the delivery station
process, understand the support roles in the station, recognize the importance of the DSP Policies,
review the DSP technical tools that are available to you, understand the Delivery Associate onboarding
and rostering workflow and understand when to accept, assign and confirm routes as part of the
routing workflow.
Access the DSP101 Module here. The module should take approximately 15-30 minutes to complete.
IMPORTANT: you will not have permissions to access the resources until you have met with your
Operations Team member to gain access to your Amazon accounts. Please review the resources once you
have received access.
Topic Resource
1. Delivery Station Process
2. Delivery Station Support Roles
Accounts, Login Credentials and Permissions for new
DSP Personnel Job Aid
3. DSP Policies DSP Portal - Resources Page
4. DSP Tools
DSP Portal DSP Portal Login
Trouble Tickets and Case
Management Trouble Ticket Quicklinks
5. Delivery Associate (DA)
Workflow
Onboarding
DA Onboarding Job Aid
Background Check Policy
DA Operational Status Setting Job Aid
Account Provisioning Troubleshooting Job Aid
Rostering
Capacity DA Capacity Tracking Smartsheet
Offboarding DA Offboarding Job Aid
6. Routing Workflow
Scheduling
DSP Portal - Scheduling
DSP Scheduling Workflow Job Aid
Route Assignment
DSP Portal - Route Assignment
DA Rostering and Assignment UI Job Aid_ DSP
DA Rostering and Assignment Video Tutorial
Route Confirmation
DSP Portal – Route Confirmation
Route Confirmation Job Aid
Route Confirmation TMH
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DSP201 Module
The DSP201 Module helps new DSPs understand their role better, prepare them for their day to day
activities and provide them a resource to use in the future. The module provides learners an
opportunity to explore their morning, on-route, and return to station environments as they are most
likely set up in the delivery station with videos, interactions and knowledge checks. DSPs will get a
chance to review route preparation activities, learn effective stand up meeting tips, get a better
understanding of the load out process, practice tracking their drivers routes with routing tools, update
the hourly Gemba Board, troubleshoot with their drivers on road and understand the return to station
activities.
Access the DSP201 Module here. The module should take approximately 15-30 minutes to complete.
IMPORTANT: you will not have permissions to access the resources until you have met with your
Operations Team member to gain access to your Amazon accounts. Please review the resources once you
have received access.
Topic Resource
1. Workspace and Equipment
Setup
TC55 Quick Start Guide
Asset Loss and Damage Worksheet
2. Review Routes
DSP Portal - Scheduling
Routing Tools - Pick List
3. Vehicles and Uniforms
Vehicle Policy
Vehicle Guidelines
Vehicle Magnet Video
Uniform and Appearance Policy
Uniform Guidelines
Uniform Ordering Website
4. Stand Up Meetings How to Lead an Effective Stand Up Video
5. Load Out Last In, First Out (LIFO) SUM
6. Routing Tools
Routing Tools
Routing Tools – Station Dashboard Video
Routing Tools – Route Visualization Video
7. On-Road Troubleshooting
8 Keys to a Perfect Delivery
8 Keys to a Perfect Delivery Poster
8 Keys to a Perfect Delivery Video
8 Keys to a Perfect Delivery Badge Card
Rabbit Job Aid
Rabbit Wiki
8. Gemba Boards Gemba Board Job Aid
9. Return to Station (RTS)
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DSP301 Module
The DSP301 Module reviews reporting and metrics as a result of your DA’s on-road behavior, and
provide best practice techniques on reducing DNR concessions such as finding the root cause analysis,
establishing action plans for DAs that have delivery results below applicable service level standards,
providing refresher modules to review standard delivery processes, and providing coaching techniques
that we understand have worked well for other DSPs.
Access the DSP301 Module here. The module should take approximately 30 minutes to complete.
IMPORTANT: you will not have permissions to access the resources until you have met with your
Operations Team member to gain access to your Amazon accounts. Please review the resources once you
have received access.
Topic Resource
1. Reporting and Metrics DSP Portal - Metrics
Service Quality Report
DSP Portal – Service Quality Report
Service Quality Management Policy
Service Quality Initiative Reports Job Aid
Concessions Report
DSP Portal – Service Quality Report
DNR Audit Job Aid
Call Compliance Report
2. Reduce DNR Concessions Best
Practice
Root Cause Analysis
Refresher Modules NSL Refresh Module
Action Plans
Action Plan Job Aid
Action Plan Video Tutorial
Coaching
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DA Curriculum
As a DSP Representative, it’s important to become familiar with the DA delivery process, best practices
and ways to troubleshoot common issues. The DA Curriculum is comprised of seven self-paced,
interactive online modules that review the DAs morning, on-road, and Return to Station (RTS) activities
throughout the course of their day.
1. Delivery Station Overview
2. At Station Processes
3. On Road: Safety
4. On Road: Using Rabbit
5. On Road: Delivery Keys
6. On Road: Delivery Situations
7. Return to Station (RTS) Processes
Access the DA Curriculum Modules here. These modules should take approximately 90 minutes to
complete.
If you need to onboard new DAs to your account, follow the steps below.
DSPs Role in the DA Onboarding Process
As soon as the Background Check for your new DA has been cleared, follow these steps:
1. Begin the DA Onboarding process by creating a profile for your DA in the DSP portal. Upon
finishing the below onboarding tasks, ensure the associated checkboxes are marked as
completed in the DSP Portal:
Driving Record Verification
Drug & Alcohol Test
Provider Info
Background Check
2. The DSP Portal will automatically send an invitation to the email address associated with the DA
profile. Ensure that the invitation is accepted immediately in order for the onboarding systems
to move forward in the process.
3. Check with your Account Manager, Regional Learning Manager or Learning Coordinator for
designated office hours schedule for DA onboarding at your station.
4. Partner with your AMZL Station Operations representative to order badges for your DAs so they
will be printed by the time their onboarding is complete.
5. Provide location and time of the office hours for your DA to finalize their onboarding. The day of
the office hours should be 48 hours after you complete the steps above.
As a DSP representative, it’s important to become familiar with the DA delivery process, best practices and
ways to troubleshoot common issues. Refer to the Resources section of this email for information on how
to access the modules.
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Office Hours (Onboarding at the Delivery Station)
When the DA arrives at the station, he or she should connect with the Learning Coordinator during the
designated office hours. Learning Coordinators will set up the Kindle device and the Rabbit delivery
device.
DAs will need to complete:
DA Onboarding modules
Package Obstacle Course (POC)
Onboarding Completion
Once the Background Check and the training have been verified by the DSP Management team, your
DA will be moved to an Active status in the DSP Portal and will be eligible to go on their first route to
deliver packages.
If you experience issues with the status of your DA in the DSP Portal, contact amzl-
[email protected] and be sure to include the DA email address associated with their profile in
the DSP Portal.
Resources
Step by Step Guide to Create DA Profile in the DSP Portal
KNet Login Information for DA
To access the learning modules in KNet from a Kindle device at the Delivery Station:
URL: http://knet.amazon.com/
Your DAs username and password will be provided to the DA during the office hours.
DSP Onboarding Guide
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DSP Resources
Save these as favorites on your computer to have quick access to information at your fingertips! (Links
are available in Blue text)
Learning Resources
AMZL DSP Management Team Page: Meet the DSP Delivery and Support Team.
DSP A to Z Guide: Contains links to the most recent and up to date DSP related learning
materials such as videos, job aids and links to commonly used tools like Routing Tools and the
DSP Portal.
DSP Newsletter: Join the mailing list to receive weekly updates and keep up to date with
process updates, current news, best practices, and customer feedback.
Office Hours: Save these dates and times on your calendar to meet with a DSP Management
Team representative to get the most recent updates.
o DSP Portal (Flex) Q&A: Every Tuesday @ 1pm PST
WebEx Meeting Link: Join | WebEx Password: AMZLdsp1
Phone Number: 1-855-244-8681 | Conference Code: 926 948 734
o DSP Office Hours: Every Wednesday @ 9am PST
WebEx Meeting Link: Join | WebEx Password: AMZLdsp1
Phone Number: 1-855-244-8681 | Conference Code: 928 644 069
o Dispatcher Training: Every Friday @ 10am PST
WebEx Meeting Link: Join | WebEx Password: AMZLdsp1
Phone Number: 1-855-244-8681 | Conference Code: 927 181 501
Daily Tools
Routing Tools: Visually track the on-road performance of drivers and their routes throughout
the day in order to ensure that all packages from the station are delivered to the customer.
(Learning materials for Routing Tools is available in the DSP A to Z Guide and in the DSP201
Module)
DSP Portal: Maintain DA and DSP accounts, access Scheduling, Route Assignment, Route
Confirmation, Weekly Reports and more.
Trouble Tickets: Submit Trouble Tickets for Personnel Management and Technology Support.