Outsourced dispatch supervision

We write the assignment and batching rules for the desk that decides, order by order, whether a delivery promise is kept, and we review its exceptions every day.

• A written assignment rulebook: zone priority, batching limits, order-age thresholds and when to escalate.
• A daily exception review covering late, reassigned and failed orders, with a cause for each.
• A weekly dispatch performance note: orders per rider-hour, batch rate and late-order rate by zone.
• A shift staffing guide linking forecast order volume to desk and fleet cover.
• A regular rules review recording each change and what it did to cost per drop.

• Orders per rider-hour show by zone and shift, so the board reads the desk's productivity.
• Batching runs to a written limit.
• The desk catches late orders before the customer calls, and the late-order rate and average minutes late are on the weekly note.
• Reassignments after first assignment are counted, so a rule that sends orders the wrong way shows up.
• Cost per drop in supervised zones is set beside the baseline from before the mandate.

Dispatchers optimise for the order in front of them. Without written rules, a rider is sent out with one parcel while three in the same district wait, late orders are reassigned by whoever notices, and nobody connects the desk's choices to cost per drop.

• Riders finish shifts at very different drop counts and nobody can explain the gap.
• Late orders are found by customers before they are found by the desk.
• Peak hours are handled by adding people, not by changing the rules.
• The dispatch desk has no written assignment rules.
• Dispatch data lives in the tool and nobody reads it.

Groups that run delivery on their own riders, on a provider's fleet or on a mixture, and where the dispatch desk is a handful of people working from habit: grocers, restaurant groups, e-commerce merchants and distributors in the six Gulf markets.

Qasim Abbas set the capital logic behind a blended last-mile fleet of about 1,000 vehicles at BaladiMart, part of Al Baladi Group, so he reads dispatch as a cost line. We put that reading on your dispatch desk.

We supervise inside the dispatch system you already use. Where Tookan is the system, you contract with Tookan directly and we configure your account. See how fees work.

Can you supervise a desk that a provider staffs?

Yes. The rules and the daily exception review belong to the group, and the provider's dispatchers work to them. We report any gap between rules and practice.

Do you need to change our dispatch software?

The rules run in the system you already have.

Share a week of dispatch history at a private briefing. We return the three assignment patterns costing the group most.