1        Introduction

The purpose of this wiki document is to outline all of the changes we are making to our current (manual) Certificate of Compliance process.

Goals

• Automate our current C of C process therefor eliminating user error and bad practices.
• Automating this process will allow for greater efficiency of our Customer Experience Department. As a result, freeing them up to handle more demanding tasks in the queue.

Background and strategic fit

Since January 1st 2018 – June 24th 2018, we have sent 1,591 C of Cs at the time of shipment. This number does not include C of Cs created after an order has been placed (and possibly shipped) which is believed to be several hundred more.

Historically, when Customer Experience pulls an order from the queue that requests a C of C - these steps would be followed:

1. The order gets placed with "Materials Certificate of Compliance" enabled (via Special Instructions popup window).
2. CE determines which C of C is required, based on the specifications of the item.
3. CE fills out the document with the required information.
4. CE prints the document.
5. A supervisor signs paper document.
6. CE scans the document back into a digital format (PDF).
7. CE emails the document to Shipping.
8. Shipping prints the document and attaches it to the order before shipment.

Note: If CE forgets to procure this documentation at the time of order, shipping will eventually send an email into the queue asking for the documentation.

If our customer places an order on laddawn.com and enables the "Materials Certificate of Compliance" option themselves - these steps would take place:

1. The order gets placed with "Materials Certificate of Compliance" enabled (via Special Instructions popup window).
2. The order prints to the warehouse, alerting Shipping that C of C documentation is required.
3. Shipping sends an email into the queue asking them to procure the required documentation.
4. CE determines which C of C is required, based on the specifications of the item.
5. CE fills out the document with the required information.
6. CE prints the document.
7. A supervisor signs paper document.
8. CE scans the document back into a digital format (PDF).
9. CE emails the document to Shipping.
10. Shipping prints the document and attaches it to the order before shipment.

Note: Most often the C of C document is attached to a physical order; it's also very common for the documentation to be emailed directly to the customer - often before the product has even left our warehouse. Additionally, many customers request C of C documentation 'after the fact,' sometimes weeks/months after the order has shipped.

Over time we have adopted the bad practice of sending Word Documents (bypassing the printing & scanning of documents) directly to our customers. Therefore giving our customers the ability to alter these documents any way they wish, including having ‘easy access’ to our digital signatures found within these documents.

It is important to note, all of this is still possible regardless of the type of media we choose to send our customers. However, we probably shouldn’t be making it ‘this easy’ for them to alter our documents.

Lot Numbers

Before we can automate C of Cs on the web, we need to address the big problem surrounding lot numbers.

When Customer Experience pulls an order from the queue that requests a C of C with lot numbers – they must contact the appropriate warehouse and request the lot numbers. Once CE gets these numbers (after order fulfillment), only then can they complete the C of C document. All of this takes up time and has the potential for slowing down an order from leaving our warehouse.

We do not capture analytics quantifying how often customers request lot numbers on their C of Cs. However, it seems to be a very common request. And presumably will become an even bigger request, as our product line expands to include Clean Room items. Additionally, if we source those types of products, many of our end users will be closely tied to a Food Service, Medical or Scientific industry, all of which adhere to strict FDA guidelines.

In one of our previous meetings, there was confusion over what items (in our warehouse) displayed lot numbers. After some investigation, I found out that Laddawn asks all of our vendors to follow a specific labeling template (as pictured below).

The majority of our vendors adhere to Laddawn’s labeling template. However, there are a handful of vendors that cannot create customized labels. In those cases, Laddawn will create the 2x2 label and send it to the vendor so they can place them onto each of the units.

Capturing Lot Numbers

The good news is that all items contain a lot number. The not so good news is that lot numbers do not get captured in Avante upon leaving our warehouse.

To address this problem, we may want to simplify the process of requesting and capturing lot numbers manually. To better explain this new workflow, I have outlined some of the steps below.

Scenario: 

Solution and scope

What chu talkin' about Willis?

2        Definitions

C of C = Certificate of Compliance

CE = Customer Experience

3        Assumptions

<< List all assumptions made at the outset.  If the design is based on a specific set of conditions or givens, list them here.  If there is a desired environment or specific set of requirements that need to be met for the solution to be valid, list them here. >>

4        User Interaction and Design

Does this C of C process also include NS orders?

INSERT PRODUCT MATRIX HERE

Be sure to address the following as applicable:

• Worst case scenario for configuration details on MOD items - material & additives, color, printing, venting, packaging, construction
• CPU customers/orders
• NorthEast Poly Bag customers
• Fax-only customers/Optio forms
• Analytics
• Customer experience procedures
• Other????

Not Doing

5        Testing

<< Optionally include a test plan here. >>

6        Change management and rollout planning

<< Which departments are affected by these changes? What are the possible negative perceptions of these changes, and how do we manage them? Articulate "what's in it for me?" for all internal and external stakeholders. Are call scripts necessary? Is advance customer outreach/communication necessary? What lead time is needed for training and other advance preparations? >>