Date: December 2004
Creator: Dearman, Shawn Kale
Description: The purpose of this study was to determine the effectiveness of an intervention designed to eliminate damage notification failures in a customer-specific standard operating procedure used by a global logistics company. Process maps identified locations in the process where damage notification failures could most likely occur. A revised process was designed overnight to eliminate as many notification failure points as possible. In addition, a job aid was included to help facilitate the process change for the drivers. The results of the intervention showed a rapid and profound decrease in damage notification failures leading to the retention of a large, profitable account with a minimal initial investment of time and money.
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