Let us be very clear.... The objective is to have zero complaints and no rework. This is what a LEAN Organization is all about. Surapong should not have to approve credit or debit notes due to errors in a process. Our handling of this complaint has been too slow and the lack of feedback to Dumex has placed us in a poor light.
From our discussions and investigations yesterday it is obvious that all parties have made errors, including the checkers and invoicing. We have agreed to do the following, which is what was sent to Dumex yesterday:
1) We will independently check and match each invoice and packing slip. The person checking will be either Vason, Pom or alternately myself. No truck will be released before such a check is conducted. This is effective immediately.
2) We are making a personnel change in the Invoicing section as one of the people has an obvious capability problem. We will be recruiting or transferring a second person to this area. Obviously with the relevant analytical and computer skills.
3) Once we have gone a month without an error we will then reassess number 1.
We did an in depth checking today and there are a couple of areas where we need to ensure better accuracy and ownership. This will be addressed through discussions and awareness programs, especially if / when we find an error.
The intent is to try and make people more aware of what the consequences of the errors are and not to lay blame.