Operations

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.

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

HITL: Human-in-the-loop. A system design where automation handles the routine and a human is pulled in for exceptions, overrides, or high-stakes judgment calls. Nash dispatches autonomously by default but surfaces exceptions to the dispatcher for review. Compare with fully autonomous and human-out-of-the-loop designs.
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.
SaaS: Software as a Service. Software delivered over the internet, paid for by subscription, updated continuously by the vendor. The default operating model for modern business software, including Nash. Distinguished from on-premise software, which customers install and maintain themselves.
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.
ERP: Enterprise Resource Planning. The system of record for finances, inventory, procurement, and HR at a larger business (SAP, Oracle, NetSuite, Microsoft Dynamics). Logistics decisions Nash makes show up in the ERP as completed transactions; the ERP rarely makes them.