DSP ONBOARDING GUIDE

Reference Amzl-dspcomms@amazon.com

Use this guide to guide to help prepare you for your first day as a DSP Representative at the Amazon Delivery Station.

DSP Onboarding Guide

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Dear Valued DSP Partner,

Welcome to Amazon! We are very excited you have decided to join us. Amazon has provided you with

an onboarding guide to help prepare you for your first day as a DSP Representative at the Amazon

Delivery Station.

This onboarding guide is designed to guide you and will help you understand:

What steps need to be taken to ensure your onboarding logistics are completed before you

begin completing your online modules.

Which online modules to complete, which topics are covered, and which resources are available

to you.

What steps need to be taken to create your Amazon windows account, login credentials and

permissions to access Amazon tools.

What to expect for your one-on-one meeting with an Amazon Learning team member.

This is a self-directed guide. You will drive your own understanding of the DSP activities by reviewing

the information in this guide. In addition, you will get hands-on experience meeting with Amazon

Operations team members, the opportunity to apply the tools you are learning, and contribute to the

overall success of ensuring Amazon meets the customer promise. It’s important to fully read through

this document entirely to ensure you receive all the necessary information that is applicable to your

role.

Getting Started

Complete Onboarding Preparation Phase – Day 0

Ensure that the Add New DSP Representative Trouble Ticket has been submitted by your DSP

Manager.

Complete Online Modules Phase – Day 0

Complete the DSP101, DSP201, DSP301, and DA Curriculum online modules in Amazon KNet

system.

Complete Amazon Account Access Phase – Day 1

Meet with an Operations Team representative to create your Amazon windows account, get your

Amazon login credentials and permissions to DSP tools.

One-on-One with Learning Phase – Day 1

Meet with a Learning Coordinator from your station to take a tour and review tools and resources

that are available to you.

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DSP Onboarding Process Checklist

Refer to the DSP Onboarding Process Checklist to work through the full list of activities that need to

be completed for your onboarding. Print this checklist or save a copy for your reference!

Onboarding Preparation Phase

DSP Representative (Leader/Manager)

Assign Manager Role in DSP Portal

Submit Trouble Ticket for new DSP Representative

AMZL DSP Management Team

Verify Information for new DSP Representative from Trouble Ticket

Onboard new DSP Representative in People Portal

Resolve Trouble Ticket with Welcome Message

DSP Representative (Leader/Manager)

Check Correspondence in Resolved Trouble Ticket

Send Notification to New DSP Representative

Online Modules Phase

New DSP Representative

Complete KNet Modules

Notify DSP Manager and/or Learning Coordinator that KNet Modules are Complete

AMZL Learning Coordinator

Verify KNet Modules have been completed by the new DSP Representative

Submit Badge Request for new DSP Representative

Schedule Meetings with new DSP Representative

Notify DSP Manager of Confirmed Meeting Times

Amazon Account Access Phase

Station Operations

Issue Laptop for new DSP Representative, if necessary

Create Amazon Windows, Communicator and Email Access

Retrieve Amazon Alias and Reset New DSP Representative’s Password

Request Wireless Certificate

Issue Amazon Gemalto Token

Grant Permissions to Routing Tools

Notify Learning Coordinator of New DSP Representative

One-on-One with Learning Phase

AMZL Learning Coordinator

Issue Amazon badge to New DSP Representative

Conduct One-on-One Meeting with New DSP Representative

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DSP Onboarding Process

The Delivery Service Provider (DSP) has a valued presence in the delivery station and plays an important

role in the overall operation of delivering packages to customers. As a DSP Representative, you

maintain the DA and route workflows, support DAs while they are on-road delivering packages to the

customer, and monitor DAs on-road behavior with reporting and metrics.

The DSP Onboarding Process is designed to:

1. Help you better understand your role as a DSP Representative

2. Prepare you for your day to-day activities

3. Give you access to key resources

The process includes the completion of onboarding logistics, completion of the self-paced online

modules, the completion of your Amazon accounts, login credentials and permissions to your DSP

tools, and meet and greet with an Amazon representative.

DSP Onboarding Process Visual

1. Onboarding Logistics

Before a new DSP Representative can access the DSP Onboarding Curriculum, he or she must be

onboarded with Amazon. Your DSP Manager should have completed these steps prior to your

onboarding began, but if it has not been completed, start with step 1 below to inform Amazon that you

have started as a DSP Representative.

1. Add an account in the DSP Portal for the DSP Representative, then assign a Manager Role

(Account Manager or Operations Supervisor) to the account. Follow the steps in the Multi-User

Account Job Aid to complete this step.

IMPORTANT: Whomever is completing this step, must have a Manager Role in the DSP Portal

to add an account and add a Manager Role for the new DSP Representative.

2. Submit an Add New DSP Representative Trouble Ticket. Include the Accurate Background

Reference ID/Confirmation number, full name of new DSP personnel, Delivery Station, DSP

Company and the designated Operations Manager at the Delivery Station.

If the new DSP Representative was previously a DA, submit a Business Title Change Trouble

Ticket.

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IMPORTANT: This ticket must be submitted no sooner than the day before the DA has

scheduled days off. The DA will be off-boarded from the DSP Portal and manually re-assigned as

a DSP Representative. Provide the information listed above for the new DSP Representative as

well as the email address in the DSP Portal (does not end in @amazon.com), and the scheduled

off days. The DSP Management team needs a consecutive 48 hours to ensure little to no

operational impact.

2. Online Modules

The self-paced, interactive online modules introduce the activities that are relevant to you as a DSP

Representative in the Amazon Delivery Station. These modules are intended to provide the knowledge

you need before you go to the station, and are available for you to access 24x7 through the Amazon

KNet online system.

Online Modules

The links to the modules, a description of each modules, a list of topics for each module and associated

resources are available in the Online Modules section of this document.

KNet Login Information

URL:

Inside the Amazon Network: https://knet.amazon.com

Outside the Amazon Network: https://knet.csod.com

Username: Your KNet username is the same as your Amazon alias that is assigned to you during the

Onboarding Logistics phase. Check the Add New DSP Representative or Business Title Change Trouble

Ticket that was submitted, or ask your DSP Manager to search for your username in the Amazon Phone

Tool.

IMPORTANT: if you are inside the Amazon Network, you will automatically directed to the

online modules and you will not need to log in.

Password: your temporary password to KNet was included in your Welcome Email. If you need to reset

your password, click here.

Office Hours

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Office Hours are available at your Amazon Delivery Station for you to access the online modules with

Kindle devices. Check with your Account Manager, Regional Learning Manager or Learning Coordinator

for the designated office hours schedule at your station.

You can also complete the online modules outside of the Amazon Delivery Station, using the login

information provided above.

If you do not complete the modules at the station, inform your Account Manager, Regional Learning

Manager or Learning Coordinator so they can set up your meeting at the station with an Amazon

Operations team member to create your Amazon accounts.

3. Amazon Account Access

An Amazon Operations team member (Station Manager, Area Manager, Shift Assistant) with provide

you with the following:

Amazon Lap, if necessary

Amazon Windows, Communicator and Email Access

Amazon Password for Windows, Communicator and Email

Access to Amazon network

Amazon Gemalto Token

Access to Routing Tools

4. One-on-One with Learning

It’s important to inform your Account Manager, Regional Learning Manager or Learning Coordinator

once you have completed the online modules, and have received all your necessary Amazon accounts,

login credentials and permissions, so you can set up a meet and greet time.

During the one-on-one meeting your Learning Coordinator, you can expect to:

Receive your Badge

Amazon Delivery Station Tour

Review Routing Tools

Review DSP Portal

Go to DSP A to Z Guide

Go to DSP Newsletter

Save DSP Weekly Office Hours

Review AMZL DSP Management Team

Review Delivery Station Contact Information

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Online Modules

DSP101 Module

The DSP101 module provides learners an opportunity to become familiar with the delivery station

process, understand the support roles in the station, recognize the importance of the DSP Policies,

review the DSP technical tools that are available to you, understand the Delivery Associate onboarding

and rostering workflow and understand when to accept, assign and confirm routes as part of the

routing workflow.

Access the DSP101 Module here. The module should take approximately 15-30 minutes to complete.

IMPORTANT: you will not have permissions to access the resources until you have met with your

Operations Team member to gain access to your Amazon accounts. Please review the resources once you

have received access.

Topic Resource

1. Delivery Station Process

2. Delivery Station Support Roles

Accounts, Login Credentials and Permissions for new

DSP Personnel Job Aid

3. DSP Policies DSP Portal - Resources Page

4. DSP Tools

DSP Portal DSP Portal Login

Trouble Tickets and Case

Management Trouble Ticket Quicklinks

5. Delivery Associate (DA)

Workflow

Onboarding

DA Onboarding Job Aid

Background Check Policy

DA Operational Status Setting Job Aid

Account Provisioning Troubleshooting Job Aid

Rostering

Capacity DA Capacity Tracking Smartsheet

Offboarding DA Offboarding Job Aid

6. Routing Workflow

Scheduling

DSP Portal - Scheduling

DSP Scheduling Workflow Job Aid

Route Assignment

DSP Portal - Route Assignment

DA Rostering and Assignment UI Job Aid_ DSP

DA Rostering and Assignment Video Tutorial

Route Confirmation

DSP Portal – Route Confirmation

Route Confirmation Job Aid

Route Confirmation TMH

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DSP201 Module

The DSP201 Module helps new DSPs understand their role better, prepare them for their day to day

activities and provide them a resource to use in the future. The module provides learners an

opportunity to explore their morning, on-route, and return to station environments as they are most

likely set up in the delivery station with videos, interactions and knowledge checks. DSPs will get a

chance to review route preparation activities, learn effective stand up meeting tips, get a better

understanding of the load out process, practice tracking their drivers routes with routing tools, update

the hourly Gemba Board, troubleshoot with their drivers on road and understand the return to station

activities.

Access the DSP201 Module here. The module should take approximately 15-30 minutes to complete.

IMPORTANT: you will not have permissions to access the resources until you have met with your

Operations Team member to gain access to your Amazon accounts. Please review the resources once you

have received access.

Topic Resource

1. Workspace and Equipment

Setup

TC55 Quick Start Guide

Asset Loss and Damage Worksheet

2. Review Routes

DSP Portal - Scheduling

Routing Tools - Pick List

3. Vehicles and Uniforms

Vehicle Policy

Vehicle Guidelines

Vehicle Magnet Video

Uniform and Appearance Policy

Uniform Guidelines

Uniform Ordering Website

4. Stand Up Meetings How to Lead an Effective Stand Up Video

5. Load Out Last In, First Out (LIFO) SUM

6. Routing Tools

Routing Tools

Routing Tools – Station Dashboard Video

Routing Tools – Route Visualization Video

7. On-Road Troubleshooting

8 Keys to a Perfect Delivery

8 Keys to a Perfect Delivery Poster

8 Keys to a Perfect Delivery Video

8 Keys to a Perfect Delivery Badge Card

Rabbit Job Aid

Rabbit Wiki

8. Gemba Boards Gemba Board Job Aid

9. Return to Station (RTS)

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DSP301 Module

The DSP301 Module reviews reporting and metrics as a result of your DA’s on-road behavior, and

provide best practice techniques on reducing DNR concessions such as finding the root cause analysis,

establishing action plans for DAs that have delivery results below applicable service level standards,

providing refresher modules to review standard delivery processes, and providing coaching techniques

that we understand have worked well for other DSPs.

Access the DSP301 Module here. The module should take approximately 30 minutes to complete.

IMPORTANT: you will not have permissions to access the resources until you have met with your

Operations Team member to gain access to your Amazon accounts. Please review the resources once you

have received access.

Topic Resource

1. Reporting and Metrics DSP Portal - Metrics

Service Quality Report

DSP Portal – Service Quality Report

Service Quality Management Policy

Service Quality Initiative Reports Job Aid

Concessions Report

DSP Portal – Service Quality Report

DNR Audit Job Aid

Call Compliance Report

2. Reduce DNR Concessions Best

Practice

Root Cause Analysis

Refresher Modules NSL Refresh Module

Action Plans

Action Plan Job Aid

Action Plan Video Tutorial

Coaching

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DA Curriculum

As a DSP Representative, it’s important to become familiar with the DA delivery process, best practices

and ways to troubleshoot common issues. The DA Curriculum is comprised of seven self-paced,

interactive online modules that review the DAs morning, on-road, and Return to Station (RTS) activities

throughout the course of their day.

1. Delivery Station Overview

2. At Station Processes

3. On Road: Safety

4. On Road: Using Rabbit

5. On Road: Delivery Keys

6. On Road: Delivery Situations

7. Return to Station (RTS) Processes

Access the DA Curriculum Modules here. These modules should take approximately 90 minutes to

complete.

If you need to onboard new DAs to your account, follow the steps below.

DSPs Role in the DA Onboarding Process

As soon as the Background Check for your new DA has been cleared, follow these steps:

1. Begin the DA Onboarding process by creating a profile for your DA in the DSP portal. Upon

finishing the below onboarding tasks, ensure the associated checkboxes are marked as

completed in the DSP Portal:

Driving Record Verification

Drug & Alcohol Test

Provider Info

Background Check

2. The DSP Portal will automatically send an invitation to the email address associated with the DA

profile. Ensure that the invitation is accepted immediately in order for the onboarding systems

to move forward in the process.

3. Check with your Account Manager, Regional Learning Manager or Learning Coordinator for

designated office hours schedule for DA onboarding at your station.

4. Partner with your AMZL Station Operations representative to order badges for your DAs so they

will be printed by the time their onboarding is complete.

5. Provide location and time of the office hours for your DA to finalize their onboarding. The day of

the office hours should be 48 hours after you complete the steps above.

As a DSP representative, it’s important to become familiar with the DA delivery process, best practices and

ways to troubleshoot common issues. Refer to the Resources section of this email for information on how

to access the modules.

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Office Hours (Onboarding at the Delivery Station)

When the DA arrives at the station, he or she should connect with the Learning Coordinator during the

designated office hours. Learning Coordinators will set up the Kindle device and the Rabbit delivery

device.

DAs will need to complete:

DA Onboarding modules

Package Obstacle Course (POC)

Onboarding Completion

Once the Background Check and the training have been verified by the DSP Management team, your

DA will be moved to an Active status in the DSP Portal and will be eligible to go on their first route to

deliver packages.

If you experience issues with the status of your DA in the DSP Portal, contact amzl-

dspcomms@amazon.com and be sure to include the DA email address associated with their profile in

the DSP Portal.

Resources

Step by Step Guide to Create DA Profile in the DSP Portal

KNet Login Information for DA

To access the learning modules in KNet from a Kindle device at the Delivery Station:

URL: http://knet.amazon.com/

Your DAs username and password will be provided to the DA during the office hours.

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DSP Resources

Save these as favorites on your computer to have quick access to information at your fingertips! (Links

are available in Blue text)

Learning Resources

AMZL DSP Management Team Page: Meet the DSP Delivery and Support Team.

DSP A to Z Guide: Contains links to the most recent and up to date DSP related learning

materials such as videos, job aids and links to commonly used tools like Routing Tools and the

DSP Portal.

DSP Newsletter: Join the mailing list to receive weekly updates and keep up to date with

process updates, current news, best practices, and customer feedback.

Office Hours: Save these dates and times on your calendar to meet with a DSP Management

Team representative to get the most recent updates.

o DSP Portal (Flex) Q&A: Every Tuesday @ 1pm PST

WebEx Meeting Link: Join | WebEx Password: AMZLdsp1

Phone Number: 1-855-244-8681 | Conference Code: 926 948 734

o DSP Office Hours: Every Wednesday @ 9am PST

WebEx Meeting Link: Join | WebEx Password: AMZLdsp1

Phone Number: 1-855-244-8681 | Conference Code: 928 644 069

o Dispatcher Training: Every Friday @ 10am PST

WebEx Meeting Link: Join | WebEx Password: AMZLdsp1

Phone Number: 1-855-244-8681 | Conference Code: 927 181 501

Daily Tools

Routing Tools: Visually track the on-road performance of drivers and their routes throughout

the day in order to ensure that all packages from the station are delivered to the customer.

(Learning materials for Routing Tools is available in the DSP A to Z Guide and in the DSP201

Module)

DSP Portal: Maintain DA and DSP accounts, access Scheduling, Route Assignment, Route

Confirmation, Weekly Reports and more.

Trouble Tickets: Submit Trouble Tickets for Personnel Management and Technology Support.