Role to Role Handoff Matrix

Role-to-Role Handoff Matrix

This matrix defines operational handoffs across Cargo-Core roles, with ownership, expected outputs, and SLA intent.

From Role	To Role	Handoff Trigger	Input Payload	Expected Output	Ownership	Target SLA
Individual Customer	Logistics Manager	Move booking created	Order details, pickup/delivery locations, service options, schedule	Governance validation and operational acceptance	Logistics Manager	5-15 min (priority-based)
Vendor	Logistics Manager	Shipment booking created	Shipment details, origin/destination, cargo profile, schedule	Governance validation and operational acceptance	Logistics Manager	5-15 min (priority-based)
Logistics Manager	Warehouse Manager	Order approved for warehouse processing	Assigned hub, order scope, resource policy	Warehouse intake and fulfillment planning	Warehouse Manager	15-30 min
Warehouse Manager	Dispatcher	Order marked dispatch-ready	Packed item list, load readiness, dock release, labor assignment	Driver-vehicle assignment and route plan	Dispatcher	5-10 min
Dispatcher	Driver	Manifest confirmed	Route sequence, stop details, SLA windows, handling notes	Field execution start and milestone progression	Driver	Immediate push / <2 min ack
Driver	Dispatcher	Exception / deviation / SOS	Live GPS, exception code, photo evidence, reason	Re-route, escalation, or incident response action	Dispatcher	<5 min critical, <15 min standard
Driver	Individual Customer	Arrival / completion event	ETA updates, POD, signature, payment status	Customer acknowledgment and order closure visibility	Driver	Real-time event stream
Driver	Vendor	Arrival / completion event	ETA updates, POD, signature, payment status	Shipment closure visibility and POD confirmation	Driver	Real-time event stream
Driver	Warehouse Manager	Return or take-back required	Returned item IDs, condition status, proof media	Returns intake and reconciliation	Warehouse Manager	30-60 min from return arrival
Individual Customer	Customer Support	Claim / ticket initiated	Ticket details, order reference, attachments	Investigation, response, and resolution workflow	Customer Support	First response <15 min, resolution by SLA tier
Vendor	Customer Support	Claim / ticket initiated	Ticket details, shipment reference, attachments	Investigation, response, and resolution workflow	Customer Support	First response <15 min, resolution by SLA tier
Customer Support	Logistics Manager	Escalation beyond support threshold	Case history, claim evidence, financial impact	Final decision on recovery/refund/exception handling	Logistics Manager	<30 min for escalated cases
Dispatcher / Warehouse Manager	Logistics Manager	Operational escalation	Bottleneck summary, resource constraints, KPI risk	Directional decision and cross-team remediation	Logistics Manager	<20 min

Handoff Governance Rules

• Every handoff must carry a unique order or shipment reference.
• Role ownership changes only after status transition is recorded.
• Exception handoffs must include reason code and evidence artifact where applicable.
• Critical-path handoffs (dispatch, SOS, damage escalation) require timestamped audit entries.

Status Transition Backbone

• Pending -> Confirmed -> Warehouse -> Dispatch-Ready -> In Transit -> Delivered -> Closed
• Exception states are parallel controls: Failed Attempt, Damaged, Return-Initiated, Escalated.

KPI Linkage

• Handoff latency directly impacts on-time delivery, customer CSAT, and incident containment.
• Matrix compliance should be tracked through audit logs and role-level dashboard metrics.