To identify queue causes, measure arrival time separately from dock service duration. Timestamp site entry, queue start, docking, loading or unloading start, and departure for each vehicle.
Add appointment status, load type, task type, dock used, and shift. Calculate waiting, service duration, and total site visit in separate fields; flag missing timestamps.
Review data by day and time window: are arrivals clustered, or is service taking longer? Record causes such as paperwork, counting, pallet exchange, or waiting for equipment on an observation form.
Measure before and after a dock or appointment change using the same definitions. Use carrier invoices or agreed charges and staff records for waiting-cost claims; assess product risk separately under an authorised procedure.
