[MaxLite] RGA's and Order Entry

[Greg Murphy]

Dear Customer Service Reps,

 

We are approaching our 8th week of RGA management under Denise and I. We
have reviewed and dissected the anatomy of the average MaxLite Return Goods
Authorization. We have identified a few areas that with a little review of
the initial orders can reduce the volume of RGA instances we put through the
system by as much as 20-25%!

 

.         I am asking the CSR's to be the first and last in line to catch
these instances. We have found that 20-25% of the PO's coming into the
building have the RGA written into the original PO! 

What I mean by this is in 20+% of the PO's we enter into the system have a
conflict right on the PO. Some examples of this are where the model number
is for one fixture while the 5 digit order code is for another product.  

An order that reads MLLWP40LED50 71128, 65 units at $250 seems like a great
order until we ship it and the customer calls and says "I ordered the white
housing but received the bronze", "you shipped the wrong unit". 

In this case the model number does not match the order code. Another example
is an order that reads MLLWP40LED50 (white), 65 pieces at $250. In this case
the description does not match the model number.

The model number, the description and the order code should be confirmed to
match BEFORE THE ORDER IS ENTERED into the system. If there is a mismatch of
any kind on the PO call and confirm one way or the other BEFORE you enter
the order into the system. If you do not reach the customer/rep right away,
follow up, leave a message but don't enter the order.

Your cooperation in this will save thousands a year in freight cost, every
miss shipments yields three shipments, one for the wrong material, the
second to bring back the wrong material and the third to reship the correct
material. It will save hundreds of man hours over the year and will yield
happier more satisfied customers. 

 

RGA's that are a result of a conflict on a PO that could have been avoided
will be entered as an order entry error. Please help to avoid these errors.

 

.         Another place that can avoid many RGA's to be processed is on
"REPLACEMENT" orders. If an order is entered as a replacement order for an
RGA claim the order must be entered as freight PPD. It seems small but it
does happen often and causes a lot of paper work to correct the transaction.


 

RGA's that are a result of replacement orders entered as PPC will be entered
as an order entry error going forward.

 

.         Please also note that the RGA code PA (price adjustment) will no
longer be used. If you feel that an RGA is due to a true price adjustment
and it is the best fit for a particular RGA please contact me before using
this code.

 

Lastly, I want to thank each CSR for the help you have given the department!
We are all on the same team and our goal is happy satisfied customers!

 

 

Thank you for your time and attention, please let me know if you have any
questions,

 

Greg

 

 

 

 

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