Dispatch and delivery

How do you reduce delivery complaints from B2B customers?

Most complaints come from three causes: a specification that was interpreted, a date nobody in the plant agreed to, and material dispatched without its quality record. Close those three and the complaint volume falls sharply.

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In short

It is tempting to treat complaints as a quality problem. Usually they are a communication problem that ends up at quality's door.

Work backwards from the last ten complaints in your plant and label each with its real cause. The pattern is almost always upstream of production.

Fixing the upstream gaps is cheaper than inspecting harder, and it improves the orders you have not received yet.

What records should go out with a dispatch?

Packing detail by lot or coil, quality results for the batch, marking or tagging as the buyer specified, and the dispatch document itself. If a complaint arrives four months later, these records are the entire defence.

How do you keep a buyer informed about their delivery?

Share status from the order record itself, through a link the buyer can open, rather than a daily phone call. Buyers who can see progress stop chasing, and your salespeople get their mornings back.

System of Marketing & Sales

Put enquiry to dispatch on one governed line.

Tell us how your plant sells today. We'll show you where the line breaks and what it takes to close it.

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