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DBS/TT White Glove Assembly Process Flows and Procedures

DBS/TT White Glove Assembly Process Flows and Procedures. Updated November 10, 2010. Physical Flow of Shipments…………………………………………………………………………………………………………………………………….Page 3 Delivery Returns Order Data Flow Process………………………………………………………………………………………………………………………………………..Pages 4,5 Delivery

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DBS/TT White Glove Assembly Process Flows and Procedures

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  1. DBS/TT White Glove Assembly Process Flows and Procedures Updated November 10, 2010

  2. Physical Flow of Shipments…………………………………………………………………………………………………………………………………….Page 3 • Delivery • Returns • Order Data Flow Process………………………………………………………………………………………………………………………………………..Pages 4,5 • Delivery • Returns and Free Replacements • Carrier Training……………………………………………………………………………………………………………………………………………………….Page 6 • Updating Training Materials • Tools for Communicating Training Materials • Training Time Needed • Training Compliance • Guest Experience……………………………………………………………………………………………………………………………….…………………..Pages 7-11 • Driver Appearance • Delivery Preparation • Guest request • Blanket Approval Scenarios • Completing Delivery and Setup • Uncommon On-Site Delivery Scenarios • Three Way Call Process • Product Damaged During Assembly Procedures • Product Damaged At Guest Home • Tech Trans Operating Procedures………………………………………………………………………………………………………………..……….Pages 12-16 • Scoping and Scheduling Call • Order Communication to Delivery Agent • Escalation Procedures • Returns and Free Replacements • Resolution to 3 Way Call • Reporting Requirements • Glossary of Terms…………………………………………..............................................................................................…………..Page 17 ********Scripts and Drivers Procedure Manual provided separately • Table of Contents

  3. Scenario: Target FC to Guest’s home (Savannah to Los Angeles) Return Scenario: Guest home to Target RC (Los Angeles to Massillon) • Physical Shipment Flows • Delivery Shipment tendered at Target FC in Savannah, GA and transported to DBS Atlanta station by DBS Line haul Agent. (1 business day) Shipment is received by DBS Atlanta and data entry/labeling is completed based upon information provided on the BOL from the Target FC. (Same business day) Shipment moved from DBS Atlanta to DBS Los Angeles station in the DBS network the day after pick up. (4 business days) Shipment is received by DBS Los Angeles and held for pick up by TT/DAC. TT/DAC will recover directly from DBS Los Angeles and assemble prior to delivery to the Target Guest. Allow one extra day after pick up from DBS for assembly of the item. (2 to 3 business days) TT/DAC picks up shipment from Guest home and drops at DBS Los Angeles station. This will often occur same day or will be brought back to local TT/DAC station for packaging. (1 to 3 business days) Shipment is received by DBS Los Angeles and data entry/labeling is completed based upon information provided by the GSC/RMA. (Same business day) Shipment moved from DBS Los Angeles to DBS Cleveland via the DBS Chicago HUB in the DBS network the day after pick up. (4 business days) Shipment is received by DBS Cleveland and delivered to Target RC once scheduled. (1 to 3 business days)

  4. Order Data Flow Processes • Delivery Shipment is tendered at customer shipping location with a BOL that documents service and consignee information. This also includes reference information that dictates the assembly instructions to be utilized. (1 business day) Paperwork is received by DBS origin customer service and data entry and labeling is completed based upon the BOL. A system template is completed (Argus DPRM 9110) at origin and this is passed along to the White Glove team at the GSC. (Same day as pick up) 1 2 The GSC White Glove team receives the system-automated message via email and acknowledges receipt through the system. This sends a message back to the station to confirm receipt and passes the information to TT via email. (Day after pick up) ***All email is handled through SSL encryption protocol TT customer service sends confirmation of receipt back to DBS White Glove team via email. TT will call the Guest to identify scope and schedule appt. TT sends out an email alert within 24 hours of Guest confirmation to the DAC dispatch for shipment delivery instructions. These instructions include the consignee information along with the appropriate assembly instructions that are kept on file by TT. (2 to 5 days after pick up) 3 4 DAC sends an acknowledgement back to TT and they execute the delivery according to the instructions. The DAC calls TT to confirm POD information and TT passes the POD along to the GSC via email. GSC enters the POD information into the DBS system. (5 to 7 days after pick up) 5

  5. Order Data Flow Processes • Returns (including Free Replacement provisions) Guest contacts OGS to initiate a return. OGS will use the current RMA application and select white glove pickup to schedule with DBS. Notes will include if there is an accompanying free replacement delivery and corresponding Order Number will be provided. (1 business day) RMA information from OGS is transmitted into the DBS system for the GSC to action. Free replacements will be identified by special notes. The GSC will complete the system template (Argus DPRM 9110), which is passed along to TT via email. If free replacement, DBS will indicate in email. (Same day as RMA system update from OGS) 1 2 TT customer service sends confirmation of receipt back to GSC via email. TT will call the guest to identify scope and schedule appt. TT sends out an email alert within 24 hours of guest appointment to the DAC dispatch for shipment pick up instructions. These instructions include the shipper information along with the appropriate disassembly/pick up requirements. (Within 24 hours of RMA system update from OGS) DAC sends an acknowledgement back to TT and they execute the pick up according to the instructions. The DAC calls TT to confirm pick up has been completed. TT passes this information along with the drop date at the DBS station to the GSC via email. GSC acknowledges via email and enters the shipment information into the DBS system. (2 to 5 days after guest contact according to appt) 3 4 The DBS origin station receives the shipment and labels/routes back to the Target RC according to the system update from the GSC. DBS Cleveland will schedule the delivery and update the system with final POD. (3 to 10 days after pick up) 5

  6. Preparation and updating of training materials • Training materials will be created to address specific product information, guest experience expectations, driver on-site protocol, assembly instructions, and guest contact scripts. • Target, DBS, and Tech trans will be responsible for communicating and implementing any needed updates to the training materials in the future. • Tools for communication of materials and expectations • DBS will communicate training materials via email to Tech Trans then schedule a follow up conference call to review the material • Tech Trans will post all training material on their website for their agents and contracted delivery agents to access and review in addition to providing instructions with order information. • Time frame needed to conduct training if operations are changed (ie: product or operating procedures): • At least two weeks lead time will be needed to ensure training is completed prior to implementation. • Compliance measures to ensure delivery agent training is conducted • Training will be conducted for delivery agents when an order has dropped. Tech Trans ensures their delivery agents review the training materials by tracking their access to the training portal in their website using proprietary log-ins for each of their delivery agent drivers. • Carrier Training Programs • DBS & Tech Trans

  7. Driver Appearance and Greeting • Driver will be wearing a company uniform. Uniforms can vary from a t-shirt to collared shirt. • Driver will introduce themselves and indicate they are there to deliver and set-up the guest’s Smith & Hawken purchase on Target.com • Delivery preparation and set up • Driver will remove their shoes and place protective booties over their feet at the door. Driver will also lay down protective cover on the guest’s floors as needed. • Guest request or concern protocol • If the guest makes a special request, the driver will contact the White Glove team at Tech Trans for approval. If the request falls under the below Blanket approval items, Tech Trans can approve it. If the request falls outside of the blanket items, Tech Trans must contact Target to get approval. • Blanket Approval Items: • Moving of existing furniture in set up area (will track frequency and additional cost for the first 3-6 months) • Moving product up one additional flight of stairs • Up to 30 minutes of additional wait/work time • Hardware replacement during assembly as needed. • For requests that fall outside of the blanket approval guidelines, the driver can use their discretion and judgment. If the request requires approval or cannot be performed, the driver will advise the guest they must speak to their dispatch and the driver will go to their truck to make the phone call to Tech Trans. • If the issue cannot be resolved with Tech Trans, they will initiate a three way call with OGS. (See three way call process) • Guest Experience • Driver On-site Protocol

  8. Guest Experience • Driver On-site Protocol Cont. • Completing the delivery and set up service • Driver will present the assembled product for the guests approval • Any guest concerns with the product that cannot not be resolved on-site will initiate a three way call with OGS. • Driver will provide one (1) white thank you envelope per product material type (ie:Teak, Metal, Wicker) • Driver will provide the original Pack Slip and a copy of the Guest Assistance Handout for returns. • Driver will complete the driver checklist and ask the guest to complete their survey section. Both the driver and guest will sign the checklist upon completion. • Handling of uncommon on-site delivery scenarios • Guest requests driver perform touch-ups to furniture • No touch-ups will be performed during assembly or on-site. • Product will not fit through doorways of home • If issue cannot be resolved on-site, driver will initiate three way call with OGS • Driver injury occurs on-site and cannot continue with set-up • Driver will contact their company. Manager will drive out to site to finish set-up while second individual transports driver for medical attention if needed. • Driver will give Guest update on situation and ETA of the arrival of help. At this point driver will give guest the option to have the manager continue set up of the item upon their arrival or to schedule another appointment for a different time. • Tech Trans team will send an email to Target Operations team via the Outbound.Shipping email group and copy Katie O’Hara (DBS on-site rep) notifying us of the situation. • Driver damages guest property while performing service • Driver will contact Tech Trans. Tech Trans will notify OGS and work with guest to fix damaged property.

  9. General situations for three way call protocol: • Guest requests a return while driver is on-site or is dissatisfied with the product • There are missing parts or damage to the product • The guest is upset and the driver/Tech Trans cannot resolve issue • Procedure: • Driver advises guest they will be stepping out to contact their office and verifies what number the guest can be reached at. • Driver contacts Tech Trans and explains the situation. • Tech Trans contacts OGS and explains the situation and next steps. • Once OGS is prepped, Tech Trans will contact guest and bring them into three way call with OGS and Tech Trans. • Tech Trans will open call with guest by performing introductions of who is on the call and ask the guest to explain what has occurred. • Once guest explains what has occurred, OGS will take over to offer options. • Once a resolution is reached, Tech Trans contacts the driver and advises of next steps. • Guest Experience • Three Way Call Process

  10. Guest Experience • Three Way Call – Product Damaged During Assembly or Delivery • while at guest’s residence Step A Item is slightly damaged (scratch/imperfection) Present items to guest for inspection. If guest accepts items as is, complete delivery process. If not, proceed to step B If the guest expresses any concern over the discoloration of their Teak furniture or uneven color, please refer them to the care instructions in their white envelope. Care Instructions state: “The natural characteristics of teak wood lend themselves to color variations. These variations are considered a natural characteristic of teak wood and are not a defect.  By leaving your teak furniture out in the sun the natural oils will disperse and help even out any color variations.” Step B • 3 way call: Driver contacts Tech Trans Contact Center, Tech Trans contacts OGS. Tech Trans contacts guest (OGS can’t make outbound calls). OGS provides options to guest: • Concession- Save the sale (Free shipping, 10% off) • Free Replacement (give option to take damaged item now or take on future delivery) • a. Keep item until replacement arrives (create free replacement order and tie to MyRMA return). Tech Trans will schedule delivery with guest while on the phone. See scripts for more details on process. • b. Take damaged item (no MyRMA—process as undeliverable; create free replacement). Tech Trans will schedule delivery with guest while on the phone. • Refund- Take item now (No MyRMA-Undeliverable) Item is un-useable (broken, missing parts) the situation ti

  11. Guest Experience • Three Way Call – Product Damaged During Assembly at Tech Trans • (Only items that are significantly damaged and cannot be assembled) • 3 way call: Tech Trans contacts OGS. Tech Trans contacts guest (OGS can’t make outbound calls). OGS provides options to guest: • Free Replacement • Return damaged item (no MyRMA—process as undeliverable; create free replacement). Tech Trans will schedule delivery with guest while on the phone See scripts for more details on process. • **Partial deliveries will not be offered but are an option if the guest specifically requests it. • Note: Concession may be offered to save the sale • 2. Refund- Return damaged item (No MyRMA-Undeliverable) Item is un-useable (broken, missing parts) the situation to I

  12. First contact attempt for scoping and scheduling should occur within 48 hours from the time DB Schenker picks up the shipment from the Target FC • Note: The messaging at checkout for these items advises that the item will be shipped “Standard” and the estimated date of delivery is “3-5 business days”. Due to systematic constraints we cannot change the messaging that appears in checkout to reflect the White Glove Service with an estimated delivery date of 8-12 business days. There may be confusion when you call to schedule the delivery appointment. If the guest raises concern regarding the inconsistency please use the “EDD Messaging” section located at the end of Script #10 to address the guest’s concern. • Script #10 should be used for the scoping and scheduling call • This script also outlines how TT reps should answer inbounds calls on the dedicated Target inbound line and how messages should be left if the guest cannot be reached. • The White Glove email template should be used for the 4th contact attempt to the guest. Order Communication to Delivery Agent • The following information should be passed to the delivery agent for each order: • S&H White Glove Delivery Agent Procedure Manual • Assembly instructions for all applicable items in White Glove order • If there are non-White Glove Assembly items in the shipment, communication should include an advisement to that effect and which items do not qualify for assembly. • Smith & Hawken Drivers Checklist • Guest Assistance Return Procedure document • Tech Trans Operating Procedures • Scoping & Scheduling

  13. Returns and Free Replacements (non 3 way call) • For returns that do not include a free replacement, use Script #1 • For returns that do include a free replacement, use Script #2 • The returns pickup and delivery of free replacement item should occur in the same appointment. • 3 Way Call Procedures (Including return and free replacement scenarios) • A three way call should be conducted whenever OGS involvement is needed due to a guest concern that the carrier cannot resolve or there is damage to the product. • Damage occurs or is found during the assembly of the product at carrier terminal • For a minor scratch follow steps on page 10 • If the damage is major rendering the item unusable, follow steps on page 11 • Tech Trans should use Script # 7 for the call to OGS • After conferencing the guest in with OGS, use Script # 8 • If a message must be left for the guest, use Script #9 • Tech Trans should contact Delivery Agent and advise of next steps. • Damage occurs or is found while at the guest home • For a minor scratch or for major damage, follow steps on slide 10. • Tech Trans should use Script #5 for the call to OGS • After conferencing the guest in with OGS, use Script # 6 • If a message must be left for the guest use Script #9 • Tech Trans should contact the driver promptly to advise next steps • Tech Trans Operating Procedures • Escalation Procedures

  14. Resolution to Guest Concern on 3 Way call • If the guest decides to return the item (no replacement) • Tech Trans should schedule the returns pickup appointment while the guest is on the phone • Use the appropriate sections of Script #1 to schedule the returns pickup • If the guest is issued a free replacement • OGS will provide the new order number for the replacement shipment. If an item is on back order or not available, OGS will refund the guest and a returns pickup should be scheduled while on the phone. • Tech Trans should schedule the free replacement delivery and return pickup appointment while the guest is on the phone • Use the appropriate sections of Script #2 to schedule the free replacement/pickup appointment • When scheduling the free replacement delivery: • Assume Order date plus 3 days for Target to process the order and tender it to DB Schenker • Tech Trans should then use their own transit logic to determine when the item will be ready for delivery • Below is an example based on longest possible transit times but still within the SLA of 9-11 days from the date ordered: • Tech Trans should contact the delivery agent/driver to advise of the outcome of the 3 way call and next steps • Tech Trans Operating Procedures • Escalation Procedures Cont.

  15. The following metrics will need to be tracked in order to provide reporting on White Glove shipments: • Total number of shipments picked up by day, number delivered and undelivered • Appointment Data • Delivered Shipments • Date of first contact attempt (compared against date DBS first picked up shipment) • Date of subsequent contact attempts (including email attempts) • Time between each contact attempt • Date of contact where appointment scheduling occurred • Whether or not the guest chose the first appointment available or selected a different date • The days between the appointment setup and actual delivery by appointment type (guest selected or first available) • Undelivered Shipments • Date of first contact attempt (compared against date DBS first picked up shipment) • Date of subsequent contact attempts (including email attempts) • Time between each contact attempt • Shipment Event Tracking (track the occurrences of the following items) • Missed delivery appointment (carrier fault) • Missed delivery appointment (no fault ie: weather etc…) • Attempted – Guest Unavailable • Returned – Refused • Returned – Damaged • 3 Way Call Performed • OGS Involved (non-3 way) • Invalid phone • Invalid Address • Shipment Lost • Tech Trans Operating Procedures • Reporting Requirements (Reporting to be provided by DBS)

  16. The following metrics will need to be tracked in order to provide reporting on White Glove shipments Cont: • Delivery Checklist Metrics (track occurrences) • Refusal of Setup Service • Refusal of Packaging Removal • Delivered with Damage to guest (no return, guest accepted product) • Guest Experience Satisfaction (number of yes or no checked, no response, and indication if there were comments written by guest) • Blanket Approval Scenarios Approved (track occurrences) • Driver moved existing furniture or objects in home • Additional Stairs • Wait/Work Time • Replacement Hardware • Time in Transit Reporting • Overall TNT performance for Metro deliveries and Beyond deliveries • Transit days from DBS pick up at FC to delivery date at guests home • Average TNT for all shipments • DBS TNT (from pickup at FC to arrival at final destination station) • Average TNT for DBS Leg • TT TNT (from pick up at DBS final destination station to delivery at guests home) • Average TNT for TT leg • Time between shipment arrival at DBS destination station and TT pickup • Undelivered Aging Summary at DBS Hub • Number of days shipment at DBS Hub ready for pickup by TT • Tech Trans Operating Procedures • Reporting Requirements Cont.

  17. BOL – Bill of Lading (record of shipment given to carrier) • DBS – DB Schenker (LTL carrier) • TT – Technical Transportation (Outsourced by DBS for White Glove Deliveries) • DAC – Delivery Agent Contractor (Outsourced by TT for WG deliveries) • GSC – Global Service Center (DBS Call Center located in Phoenix, AZ) • RMA – Returned Materials Authorization • Target RC – Target Returns Center • Genco – Target Returns Center in Massillon, OH • POD – Proof of Delivery • OGS – Online Guest Service • Glossary of Terms

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