-
Date – June 23, 2016
Source of issue –Sales and Dispatch
Description –
21MAR16: Fugro contacted BL to purchase 9 x CDZ4-100. They do not have an account so they paid via Credit Card. BL processed the payment and emailed the invoice (36831) marked as paid + the PO (Fugro PO 21MAR16) to mitchell@cathodicanodes.com.au and to sales@cathodicanodes.com.au. 21JUN16: Steve Davies from Fugro emailed BL indicating that they could not find the anodes and suggested that they may not have been sent.
Immediate action –By BL processing the Credit Card payment and completing the Invoice, to stores it appeared that the order had already been dispatched, when in fact it had not. We have the Goods Outward Log on CDQ2020, which shows almost every dispatch, but it is not conclusive, as some orders are not added. TG went back over previous hardcopies of dispatch docs and could find no conclusive evidence that the anodes were dispatched. Immediate Action: Sent anodes, whether they were dispatched previously or not. Customer happy with solution.
Root cause –Paper copy of customer PO not given to stores.
Corrective action –
JL was away during late March when the incident occurred. The standard process is for BL to send all orders (+ paid invoices) to JL, he prints them out for Stores, so that there is a hard copy at the packing bench. Corrective Action: All PO's to go through one person on site at Kunda Park. During usual operation, this is JL. If JL is away, another person assumes this role (most likely DK). This person must always print PO (and invoice if applicable) and bring it to the Stores packing bench.
19AUG16: JL on annual leave for 2 weeks. No similar incidents occurred.
31JAN17: No further incidents have occurred. Close issue, but remain aware especially when JL is away from the office.
Verification –31JAN17: This process has been in place for 10 months and no customer PO's have been missed over that time.
Reported by –Brent Linde
Closed by –Brent Linde
Date closed –January 31, 2017