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From: Elisa Cattani
To: Janette Olson
Date: 28th
September 2014
Issues with Delivery to
Venus Construction

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Contents
Contents
INTRODUCTION 3
ISSUES – SECTION 1: MISSING ITEMS 4
ISSUES – SECTION 2: DAMAGED ITEMS 4
ISSUES – SECTION 3: DELAYED ITEMS 5
ISSUES – SECTION 4: COLLECTION AND DISPOSAL OF DAMAGED ITEMS 5
FINDINGS 6
RECOMMENDATIONS 7

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Introduction
The purpose of thisreport isto understandwhatexactlyhappenedwithVenusConstruction’s
deliveryfewweeksago. Ilookedintothe deliverynote,VenusConstruction’scomplaintandour
interdepartmental meetingheldon9th
September.
Thismighthelpto buildamore satisfactorybusinessrelationshipwithourmajorclientVenus
Constructionandotherclients.

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Issues – section 1:
Missing items
Doors – VenusConstructionthinkstohave ordered6 doorsinsteadof 4 (as dispatched).In
our records,there isno trace if theyeffectivelydidandaftertheychanged.
Bricks– Only1400 arrivedwhile we thinktohave dispatched1500 (as manyas ordered)
Level toilets – VenusConstructionseemsnotrememberingtohave changedthe orderfrom14 to
10 units.
Issues – section 2:
Damaged items
Pavingslabs – The numberof damagedgoods(reportedas chippedorbroken) hasnotbeenstated.

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Issues – section 3:
Delayed items
Architrave- 15m of material missingbecause we hadnotitinstock
Issues – section 4:
Collection and disposal of
damaged material
VenusConstructionwantsustobe responsibleforthe transportanddisposal of the damaged
material.

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Findings
Storage Department
 Poorstockingof material
 Poorstock control system
 Goodshave not beencheckedatthe time of loading
 Equipmentadequacytomove material
 Suitable quantityof space
 Goodswere alreadydamaged,removedandreplaced
Logistic Department
 Sufficienttrainedstaff
 Necessityof asuitable training systeminplace toensure positionsare coveredbya
qualifiedperson(ongoing)- referredtodrivers,loadingstaff
 Timing
 Double checking orders
Communication
 Interdepartmental communicationclearaboutordersandcancellationsand
responsibility
 Customerservice implementedcustomercare callsandfeedback
Venus’s responsibilities to check and implement
 Staffingispoor,notcheckingitemsproperly.Probable trainingissues
 ProjectManager shouldcollectall factsbefore contactingsupplier
 ProjectManager didnotcheck withthe personwhosignedforthe delivery
 Didnot check the commentssection,whichexplainsreasonsforsome of the missing
items
 Lack of communicationbetweenco-workeranddepartments
 Recipientdidnotcheckthe deliverybutsignedforthe goods
 Responsible tosignforthe deliveryshouldhave beentakenbyProjectManageror
Senior

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Recommendations
 Final recommendationsare:
 emails,tohave the correct information
 Make sure recentactionsare implemented
1. Storage Department.Ithas to double checkall fragile materialsinstore and
reorderanyitemsthat appeardamaged
2. Logisticdepartment.Ithasto implementadouble checkonmaterialsbeing
dispatchedfromthe companyuntil the trainingof new staff iscompleted
 Renewandimprove orderingsystems/stockcontrol
 Rethinkdeliverynote processintrainingstaff tomake sure customershave fully
checkeddeliverybefore signing.Examples:
a. Trainingstaff to make sure customershave fullycheckeddeliverybeforesigning.
A wayto do it,it isby askingquestions,givingenoughtime andmakingsure the
personisauthorisedtosigndeliverynote
b. Trainingloadingstaff anddriverstodouble checkbothloadingandunloading
c. Countoff materials
 Continue trainingnewstaff.Supervision,trainingandspotchecksmustbe recorded
 Researchamongpreviouscomplaintstoestablishacommonreason
 Duringredevelopment,setspecificareaforfragile materials.The purpose isto
movingthemseveral times
 Focuson recruitmentandtrainingfordriversandpeople inthe loadingarea