INSIGHTS & OUTLOOK Truck Drivers

48 • SMART LOGISTICS • DECEMBER 2011

“Sir, meri maa bimaar hai, mujhe gaon jaana hai, Dus din ki chutti chahiye,” pleaded one of the drivers in my team. I recollected that this is the third time in the last six months that he was quoting the same reason for taking leave. While earlier, I got a bit emotional about the reason and had approved his leave, this time round, I was a bit tough on him. I disapproved his leave and asked him to go for a seven-day trip from Mumbai to Delhi and back. He proceeded for his trip with tears in his eyes (which I felt was a part of his pretence). I was happy with my not being emotionally used, this time. However, hours later, I came to know from other drivers that he lost his mother.

Drivers are well known for their unreliable behaviour during the course of their duty. They often grab the limelight for reasons like… - Stealing fuel, tools, tyres and

stocks transported and selling it for money

- Making false claims on

route expenses - Drinking alcohol, sleeping on

the way, and thus, delaying the deliveries

- Fleeing with the money, which is given to them for meeting their expenses while in transit. While all of the above may be true

in isolated cases, it is very important to see the other side of the coin as well.

What do drivers do?Drivers transport products from the source, i.e., from where it is available, to the consumption point, i.e., to where it is required, which is precisely the definition of logistics. A driver is expected to carry huge amount of stocks in a highly invested asset, viz., a truck, and be responsible for them. He is therefore, expected to: - Make an error-free delivery to the

destination - Complete transit formalities at

check posts, octroi posts, etc.- Maintain the truck- Keep the base office fully updated

about the happenings during transit.During my 20-year-long career

in logistics, I have closely dealt with workforce, including 200 drivers running a fleet of 150 trucks. I must acknowledge that the above expectations can be met by not just keeping a control on them, but by converting your drivers into one of the best assets that you can have. Some of the critical things, that one can do to convert drivers into a highly productive resource and the best spokespersons for the brand they worked for, include: Clarity on their remunerationMost drivers in the country are paid a lump sum, as their salary has no structure. Therefore, their salary does not include components like provident fund (PF), insurance, perks, etc. While this seems like a lucrative offer for drivers, considering that he does not have any deductions in the form of PF, etc., what he does not realise is that he ends up losing in the long run. It is, therefore, important to apprise every

an organisation’sambassador?

Truck drivers can become valuable assets of logistics firms. However, for this, organisations need to implement certain initiatives that would motivate and work in the welfare of its truck drivers. They need to understand that a content and motivated driver is an organisation’s brand ambassador. And if authorities of the organisation succeed in building a sense of belonging to the organisation in the driver, he would portray the organisation in a positive light, which would, in turn, prove profitable for an organisation.

DECEMBER 2011 • SMART LOGISTICS • 49

driver about why components like PF are important for him, and how he can stand to benefit from it. Additionally, he should be aware of the prevailing minimum wages so that he would know if he is paid on par with other drivers or is being exploited.Sense of belonging to the organisation This is one of the most important things that an organisation should work on. Drivers are always on the go and do not get to be a part of the events organised by the organisation. Hence, their schedules should be prepared in such a way that each one of them is able to attend at least a couple of such events every year. What could also help truck drivers develop a sense of belonging to an organisation are giving them attractive and comfortable uniforms, offering them a structured salary slip, making them go through an impartial performance measurement system, providing assistance to their families (in children’s education and medical needs), negotiating with banks on the interest rates offered to drivers seeking loans, etc. Apart from that, drivers also need to be equipped with the necessary tools – including basic mechanical tools for first aid of the truck when needed, a torch, first aid box with live first aid medicines, fire extinguisher, mobile phone/communication system, forms and stationery for necessary recording and reporting, identity card, emergency contact details, etc. – which can help them execute their responsibilities better. Acknowledge their operational challengesThe manager is the first point contact for drivers. Hence, it is critical for a manager to understand the following challenges that a driver has to face while in transit even though the organisation cannot do much about it. • Poor quality of food available along

the highways • Insufficient toilet facilities along the

route

• Unsafe highways and traffic jams• Family emergencies when the driver

is away• Moral/physical/financial support to

the driver in case of an accident • Harassment from traffic police,

local goons, etc. while in transit.While some financial aid and moral support can be provided from office, nothing much can be done in most of the cases. Hence, it is important that the challenges are recognised by the organisation.DisciplineIn addition, it is critical that he is also equipped and controlled by operational processes & protocols. Drivers should have a set of disciplines to be followed in their operational area. These would include:• Speed limits while driving• Cash handling and settlement of

route expenses• Communication protocols while

driving (in-transit reporting)• Emergency/crisis management

protocol• Fuel efficiency (mileage per litre of

fuel) expectations• Mandatory checks of driver – before

and after a trip.After interacting with drivers, I have

been able to understand a little more about the organisations they work for. And, of course, the drivers’ feedback is largely dependent on how they are treated within the organisation. The following are some of the benefits that an organisation should expect from their motivated team of drivers: Brand respectA satisfied driver, who knows that his organisation will do everything to benefit him and his family, would always talk highly about the organisation he works for. He will be loyal to the brand and will always do things to promote his organisation. He will ensure the upkeep of his truck and himself, knowing well that these factors reflect the organisation.Customer serviceA driver is aware of what the customers

expect from the organisation he works for. He ensures that necessary care is taken to maintain the product’s integrity apart from ensuring that in-transit compliances are completely done to avoid known risks. Hence, he works in the interest of the organisation’s customers as well.Social respect A satisfied driver is always proud to talk about his employer and the benefits that he enjoys among the people in his social circle. This not only helps an organisation attain social respect, but it also helps the organisation when it needs to recruit personnel. Cost & risk controlA driver will always work in the organisation’s interest. He will take good care of the truck and will ensure that undue costs pertaining to the maintenance of the truck are avoided by carrying out timely preventive maintenance, avoiding in-transit toll/cess, etc., because of which the organisation stands to benefit.

intangible benefits There are many more intangible benefits that an organisation can gain from a satisfied set of drivers. But here, it is important to note that managing a team of drivers is different from managing a team of labourers. Unlike drivers, labourers are within a geographical location and work in defined physical boundaries under adequate visual supervision and control. Drivers, on the other hand, are not under any visual control or supervision and are assumed caretakers of a costly asset, i.e., a truck, and customer inventory. A satisfied and motivated driver is always your brand ambassador. He spreads a lot of positivity about the organisation among competitors and customers, which, in turn, would help an organisation grow even more prosperous.

Sunil Nair, Director, ImpelPro SCM Solutions.Email: sunil@impelpro.in