A tracking review is not an audit of your accounts and it is not a raid. We come to stand where parcels already move and to sit where the desk already argues with the screen. The preparation is ordinary, and skipping it is what makes a visit feel theatrical.
Nominate one dispatch supervisor who can spare us time in two blocks: a morning on the floor and a later sitting at the screen. If that person is also running the peak, pick a quieter day or we will spend the visit watching them put out fires. We can learn from fires. We cannot finish a sample during one.
Prepare a de-identified week. Remove recipient names and phone numbers. Keep waybill numbers, timestamps, status names, fail codes, and locality if you have it. We do not take original paper waybills off site. A printout of the status list as riders see it — the actual wording on the handheld — is worth more than a slide deck.
On the floor we need a briefing from your safety lead, a place to stand that is not in the walking lane, and a clear rule about the exception cage. We bring high-visibility vests. We do not operate belts or handhelds. If a rule is unclear we leave that station rather than invent a safe distance.
Tell the customer desk we are coming. They hold the calls that explain what the public trail feels like. A half-hour with the person who answers “where is my parcel” will save two hours of guessing from the extract.
Write to the Puchong desk with the hub address, the week you want read, and any night-sort constraint. We reply within two working days with a visit window. If we cannot be useful — no extract, no supervisor, a peak already in progress — we will say so rather than book a polite walk-through.