How Can I Streamline Employee Performance Without Micromanaging in a Small E-commerce Team?

Hi Team, This is Gauri here. I'm consulting for an e-commerce company that has 20 employees. Most of the employees are skilled workers, mainly uneducated housewives who work in packing and dispatch roles. I have been consulting for 2 months now. I am looking for ways to effectively monitor their performance. Currently, the owner is constantly monitoring them, pointing out mistakes, and reprimanding them. I aim to relieve the owner of this burden and streamline employee roles. I seek guidance on how to communicate expectations clearly, monitor performance, and maintain control without having to micromanage. I prefer not to have to provide constant guidance and supervision. Once their responsibilities are communicated, I expect them to take ownership. My goal is to facilitate their growth and development rather than resorting to terminations.

We have a dispatch team of 10 members and a system operators team of 10 members, which includes chat support, Reels, and video shooting roles. I am seeking advice on how to establish better control, automate operations, and ensure employees understand and fulfill their responsibilities.

Thank you & Regards

Hi, Doing well with your DELEGATES,

To avoid reprimands, dismissals, and a tarnished reputation caused by employees, you need to document process steps for each role. For example, let's consider a role such as packing gifts for received orders. It is essential to clearly outline the following steps:

1) Check the order on the software screen.
2) Generate the dispatch invoice.
3) Pack the gift and affix the printed invoice.
4) Update the order and inventory.
5) Update the shipment status for the courier.

Furthermore, additional responsibilities can be assigned by providing training and assessing each participant's execution during the training process.