Operations

Manual Intervention

Any action a human takes in the dispatch loop that automation didn't make on its own: re-routing a stuck order, calling a driver, escalating an exception, manually reassigning capacity. Manual-intervention rate is a closely-watched KPI for autonomic systems; the goal is for it to drop toward zero as the system learns the operation.

Where this fits

The day-to-day vocabulary of running deliveries. Routes, waves, drops, manifests, ETAs, SLAs. These are the units operators reason in, and the inputs every downstream model needs.

Related terms

NPS: Net Promoter Score. The most-cited customer-loyalty metric: ask 'how likely are you to recommend us, 0-10?', count promoters (9-10) minus detractors (0-6), express as a number from -100 to +100. In delivery, NPS moves with promise accuracy, on-time rates, and how well the brand owns the post-purchase moment.
Delivery success rate: The share of orders that complete on the first attempt, on time, with valid POD, and without exception. The cleanest single metric for whether dispatch is working. Above 99% is best-in-class; most operations sit lower.
OTIF: On-Time In-Full. The performance KPI that combines two delivery requirements: the order arrives on schedule (on-time) AND with every requested SKU in the requested quantity (in-full). A miss on either dimension fails OTIF. The standard B2B and grocery scoring metric; harsher than on-time-rate alone.
Delivery costs: The all-in cost to move one delivery from origin to destination, including labor, fuel, vehicle, packaging, exception-handling overhead, and any per-job carrier fee. The denominator behind every cost-per-stop and cost-per-order target. Compresses with route density, batching, and carrier mix.
SOP: Standard Operating Procedure. The documented step-by-step process for a recurring operational task: how to handle a returns pickup, what to do when a driver no-shows, how to verify a controlled-substance delivery. SOPs are the institutional memory of an operation; in Nash, agents and workflows can encode them as reusable playbooks.