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

Since January 1st 2018 - June 24th 2018, we have sent 1,591 C of C's at the time of shipment. This number does not include C of C's 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.

UI Changes

The screenshots below highlight some UI changes we will be making which also include improvements to how we handle HACCP orders.

Document Template

Dynamic Text

.

Open Questions