The below damages were investigated and found to be a packing fault of the sender. The crushed box had been unevenly packed, then packed into a large crate. To which when it was unpacked at the transport depot, the couriers found the package in this condition. A couple of the products intended to be sold were missing and some had damaged packing as above.
Though the customers were explained to about the incident upon delivery, we have found over the past 35 years, the impression they are left with is a lack of quality. Which is rightfully so as these customers ordered and paid good money for new products, not products looking like they came out of a bargain bin at the latest stampeede sale.
A representative of the sender put in place a test which was a type of quality check, just a fortnight before this incident happened and sending a reminder on 09-09-08 about it. This problem took 4.5 hours to sort out with this new implementation. This time is normally billable by us at $154 per hour therefore causing an almost $700 loss in labour.
Extract of message sent to staff: Is it a coincidence you should mention today what we questioned a fortnight ago about damaged and missing stock? It would be appreciated if you can advise the office of the crushed and split open boxes. As a result of such we have 2 products missing. We were not going to accept the 2 damaged boxes but were not sure what to do apart from send this email to you, advising of such.
Suggestions
1. When packing your goods for transit put more thought into the type and packing method used.
2. Impliment a quality control system that covers your entire line of supply not just either end such as the office and the end user.
3. When introducing these quality control systems consider the financial ramifications to all users involved, not just your bottom line.
For more information consider a subscription to services-integrity.com
