Goals
- •Standardized onboarding (same core training every time)
- •Role-based onboarding (quick path to what is relevant)
- •Measurable onboarding (checklists + criteria for "ready")
- •Easy maintenance (single source, clear ownership)
Work Example
Onboarding Guides
Fictitious case: PakkePilot AS (logistics/fulfilment with high seasonal staffing)
Main content
Overview
Background: PakkePilot AS provides warehouse/fulfillment and last-mile distribution for online stores. During peak seasons (Black Week, Christmas, summer sales), staffing increases rapidly. Turnover is high because many workers are temporary, part-time, or students.
Target Audiences
- •Employees: seasonal workers in terminal/warehouse and couriers/drivers
- •Customers: online stores setting up warehouse/fulfillment and/or shipping with PakkePilot
Quick Start
This must be in place before the first shift
- •Signed employment contract and registered bank account
- •Valid ID verified (required for terminal access)
- •Assigned role: Warehouse/terminal or Courier/driver
- •Meeting location, time, and contact person confirmed (SMS + email)
- •Access: email/user account, shift scheduling app, shift group in chat
- •Equipment prepared: access card, reflective vest/uniform, scanner (terminal) or phone mount (driver)
Preboarding
Goal: correct access/equipment before arrival, and clear responsibilities.
| Activity | Responsible | Deadline |
|---|---|---|
| Employment contract signed and personnel data registered | People Ops | No later than 3 days before |
| Access created (email, shift schedule, shift group) | IT/People Ops | No later than 2 days before |
| Arrival message with time/location + contact person sent | People Ops | No later than 1 day before |
| Equipment prepared (card, vest, scanner) | Team Leader/Operations | Before arrival |
| Buddy assigned for first shift | Team Leader | Before arrival |
First Day
Standard program that can be run identically every time (90 minutes).
| Time | Content |
|---|---|
| 0-10 min | Welcome, check-in, equipment handout |
| 10-25 min | Health & safety: emergency exits, lifting technique, incident reporting |
| 25-40 min | Core operational flow: receiving → sorting → dispatching |
| 40-60 min | Systems: scanner/app, how to log in, what to do if something fails |
| 60-90 min | Hands-on training: 1-2 exercises in the correct zone (buddy accompanies) |
Role-Based Training
Choose the right track. Each track contains focus areas and simple criteria for being "ready".
Track A: Warehouse/Terminal
Focus and Standards
- •Getting started: Find the correct zone (inbound, pick, pack, outbound)
- •Scanner: Always scan barcode before moving, confirm location in the system
- •Quality: Check packaging, weight/volume, and that the label matches the item
- •Incidents: Stop - mark - report (use incident code in scanner, notify Team Leader)
- •Safety: Heavy lifting, traffic zones, use of trolley/pallet jack
Criteria for being "floor-ready" after 2 shifts:
- •Can log in and find the correct task in the system
- •Scans correctly (0 critical errors in the last hour of shift)
- •Knows the 3 most important incident types and how to report them
- •Knows who the Team Leader on shift is and where health & safety information is located
Track B: Courier/Driver
Focus and Standards
- •Before departure: Check route in app, confirm load and number of stops
- •Delivery standard: Polite interaction, delivery in the correct zone, always documentation (signature/photo)
- •Misdelivery/no one home: Follow the "3-step rule" (call - message - incident in app)
- •Traffic safety: No handheld phone use, breaks per guidelines
Criteria for being "route-ready" after the first day:
- •Can use the route app and register delivery status
- •Knows the escalation process for incidents (support number + Team Leader)
- •Understands documentation requirements (photo/signature where necessary)
- •Has completed the safety briefing
Practical Information
Arrival and Working Hours
- •Arrive 10 minutes before shift start for check-in/equipment
- •Breaks are logged per local guidelines (Team Leader will inform)
- •Shift swaps: must always be approved in the shift scheduling app
Pay and Absence
- •Timesheets are approved weekly in the shift scheduling app
- •Absence must be reported as early as possible via app + SMS to Team Leader
- •For illness over 3 days: follow the sick leave procedure (People Ops)
Health, Safety & Incidents
- •Stop work if there is risk of injury and notify Team Leader
- •All incidents are logged during the same shift (scanner/app) and briefly described
- •Internal emergency number: 999 99 999 (fictional) - use only for acute incidents
Task Overview (brief)
Warehouse/Terminal
Tasks: Sort, pick, pack, label/scan, load for outbound
Completion/mastery criteria: 0 label errors, correct locations, incidents reported
Courier/Driver
Tasks: Load route, deliver, document, handle incidents
Completion/mastery criteria: Delivery within time window, correct documentation, good customer interaction
Team Presentation and Contact Points
| Role | Name | Contact |
|---|---|---|
| Team Leader - Terminal (evening) | Sara L. | sara.l@pakkepilot.no / 999 99 999 |
| Team Leader - Driver Team | Amir N. | amir.n@pakkepilot.no / 999 99 999 |
| People Ops (contract/payroll) | Mina R. | people@pakkepilot.no |
| IT/Access | Supportdesk | it@pakkepilot.no |
| Health & Safety Officer | Kjetil B. | hms@pakkepilot.no |
FAQ (employees)
- What do I do if the scanner/app is not working?
- Start by logging out and back in. If that does not help: contact the Team Leader and register a "System error" incident.
- What if I am late for my shift?
- Notify as early as possible in chat + SMS to the Team Leader.
- Can I swap shifts with a colleague?
- Yes, but it must be registered in the shift scheduling app and approved by the Team Leader.
Maintenance and Checklist
Ownership and Updates
- •Ownership: People Ops owns the employee guide, Customer Success owns the customer guide.
- •Update cadence: minimum quarterly + immediately upon changes in systems/processes.
- •Feedback: 3-question survey after the first week (employees) and after go-live week 1 (customers).
- •Source: one main page/portal. PDF is only used as an export for sharing.
Checklist: Before Your First Shift
- •I know when and where to show up
- •I have contact information for the Team Leader
- •I have downloaded the shift scheduling app and can log in
- •I know which role I will have (terminal or driver)
- •I know what to bring (ID, clothes/shoes per instructions)
Download example documents
