MUGS 1 Tuas Lane, Jurong Town Singapore 638610 Tel: (65) 861 5444 Fax: (65) 861 4777 http: web > To: Henry Davidson Date: October 20, 2003 Director From: Chua Jan Subject: Delivery delay on October 20, 2003 DESCRIPTION OF INCIDENT At 1. 30 P. M. on October 20, 2003, our distributor, Mrs.
Jenny Huang called and said that our gThe Barbarian Mugsh (BM 2040 Model) cannot be accepted. After receiving the call, I went down to the distributor shop and inspected the glass mugs delivered. I found that about 80% of the glass mugs were broken. After checking the delivery truck, I found that the wheels of the delivery truck were still in relatively good condition, except for some sand and scratch marks. The weather is fine that day with little clouds. After I had finished inspecting the goods and truck at 2.
00 P. M. , I arranged for the broken glass mugs to be sent back to our company. I notified Head of Manufacturing Department, Manager Lai Seng Boon to check if there was still spare stock of our gThe Barbarian Mugsh in our inventory that could be sent to Mrs. Huang. I also notified the head of delivery department, Manager Choo Boon Heng, to send another delivery truck to our distributor shop to send the broken glasses back to our factory and to replace them with the new batch of glass mugs.
While waiting for the truck to arrive, I apologized to Mrs. Huang and promised that the new batch of glasses would arrive by 5. 00 P. M. The truck arrived with the new batch of glasses at 4. 30 P.
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M. By 5. 00 P. M. we had finished unloading the new glasses and load the broken glass onto the truck. The remaining glasses, which were fine, were left at the shop.
CAUSES OF INCIDENT The glass mugs were packed in brown boxes without cushioning. The mugs were found to be arranged in a haphazard manner and the strings used to tie them were of unsuitable material. Nylon strings should have been used instead of polyester threads. It was evident that the proper tying techniques were not used to tie the glass mugs. A single knot was used instead of the double knots.
As shown in figure 1. 1, you can see the wrong type of knot used to tie the package. Figure 1. 2 shows the correct double knot to be used, for better strength to hold our carton together.
Fig 1. 1 Wrong tying method Fig 1. 2 Correct tying method It was the peak hour and the road was congested. Thus, our truck driver, Mr.
Ang See Chong, in his bid to get the glass mugs to our distributor in the fastest possible time, drove at a higher speed. Moreover, the delivery route from our Tuas factory to our distributors shop in 40 Jalan Peminpin, #03-09 Tat An Building, had to pass through rough terrain, full of coarse sand. So, the high speed and jerky movement might have caused the glass mugs to bang into one another and resulted in them breaking. RECOMMENDATIONS In order to prevent such an incident from happening again in the future, I have made the following recommendations. 1. Have our packaging executive conduct a training course for our packaging staff about proper packaging procedure and methods.
The above incident can be used as a case study for the course. 2. Order specially marked and design boxes. These medium size boxes 21 X 12 X 9, which are made of tough corrugated cardboard with wire-stitched seams, are extra durable and weight 1 kg each.
Each box can safely hold up 25 kg of our goods, about twice the load of our previous brown boxes and help us to track our packages easily. Cushions are also included in the boxes to withstand the jerky movement.