Keep pulling the thread on Mario Harik.
XPO is using AI to analyze photos taken by supervisors of closed trailer doors to automatically assess the quality of freight loading and identify potential damage risks.
XPO plans to launch a new version of its AI-powered quality control system within the next few months that will provide supervisors with real-time, automated feedback on loading errors from photos they take.
XPO's senior management team monitors approximately 10 key performance indicators (KPIs) on a daily basis to track the company's performance.
XPO's operational management process involves analyzing both the daily change in key performance indicators (the first derivative) and the rate of that change (the second derivative) to understand business momentum.
XPO CEO Mario Harik personally collects feedback from frontline employees and distributes it via email to the company's top 100 leaders to inform action plans and strategy.
XPO changed its employee compensation plans to be driven in part by improvements in its customer service product, not just revenue and profit growth.
XPO developed and implemented internal technology systems capable of tracking service performance metrics, such as freight damage, down to the individual employee level.
At XPO, employees identified through tracking systems as having caused freight damage are placed into a specific coaching and training program to improve their performance.
XPO's daily operations involve tens of thousands of trailer openings and closings across its network.
XPO's handheld devices for dock workers display a real-time dial showing their individual productivity compared to their peers.
XPO's handheld devices for dock workers display a real-time dial showing the number of freight damages they may have caused.
XPO has developed its own proprietary software platform that allows supervisors to view and manage the performance of their workforce in real time.