SEQ regional distribution
Client profile: National FMCG brand serving Queensland retail DCs.
Mode: Scheduled road linehaul from Brisbane hub partners
Challenge
Ad hoc carrier bookings produced variable on-time performance to Sunshine Coast and Gold Coast DCs. Retail chargebacks accumulated; the client lacked a single KPI view across carriers. Pallet exchange rules differed by destination.
Approach
RKM Logistics contracted two accredited carriers with complementary equipment, published a weekly lane calendar from Acacia Ridge–adjacent hubs, and standardised proof-of-delivery formats acceptable to each retailer. Monthly scorecards tracked on-time delivery, damage, and pallet balance variances.
Outcome
On-time performance improved to above ninety-six percent within one quarter. Chargebacks related to missed appointments fell materially. The client’s transport team received one consolidated invoice bundle instead of multiple carrier portals.
Lessons
Regional distribution KPIs require retailer-specific appointment rules captured in routing notes — generic “SEQ delivery” scopes hide costly dwell. Scorecards only work when exceptions are investigated, not merely reported.
Lane design
Two-carrier model split Sunshine Coast and Gold Coast lanes by equipment type and appointment culture — reducing empty repositioning and missed windows caused by one-size-fits-all scheduling.
Retailer-specific rules
Appointment formats differ between major SEQ retailers — ASN fields, pallet height limits, and proof-of-delivery signatures were captured in lane notes per DC. Carriers received written instructions before first delivery to each new site, preventing repeat rejections at gatehouse.
Pallet exchange variances were tracked monthly; chronic imbalances triggered equipment swaps or commercial adjustments rather than silent loss. Consolidated invoicing reduced the client’s accounts payable touchpoints from six carrier portals to one managed bundle.
Continuous improvement
Exception reviews focused on root cause (missed slot vs damaged pallet vs incorrect ASN) rather than aggregate on-time percentage alone. That discipline sustained performance above ninety-six percent through a subsequent promotional quarter.
