OUR CUSTOMERS COMES FIRST

George Sevy
Julian Aviles

MEMBERS
-

CEO

-

Vice President

Ian Austin Nelson -

Head of Driving Dep.

Francis Foli

-

Human Resources Manager

Shahideh Safi

-

Operations Manager

Jennifer Garcia

-

Customer Service Manager

ABOUT US
We are ShipCo, a locally owned
state-wide shipping company that
works with commercial businesses in
order to transfer their product to
private customers in the region.

DEFINING THE PROBLEM
In comparison to last year’s
statistics, the costumer unsatisfaction complaints have gone up
5% to our call center

DEFINING THE PROBLEM
Problems:
-Dissatisfaction in terms of quality of service?
-Condition of items shipped?
- long distances?

CONT.

ANALYZING THE PROBLEM

-Causes:
a.
b.
c.
d.
e.

Bad direction
Lack of drivers
Traffic
Lazy drivers
Lack of trucks

- Effects:
a. Lost of Customers
b. Lost of Revenue
c. Company breakdown

CRITERIA FOR SOLUTION
-We have two months before the holiday rush picks up
in Nov.- Dec.

-Last year in our peak season productivity went up 20%
in just these two months.
- We set aside a budget of 30,000 to cover additional
salaries or the installation of position equipment.
-Drivers would need to be CDL certified and have
work experience.

CRITERIA FOR SOLUTION
cont.
-We set aside $30,000 for
GPS for our trucks.
- We would also need to train drivers in the 2 month
time frame.

- For the amount of funds being expended through
these additions we should see a drop in customer
complaints from the current 5% to below 2% to
validate the use of such expenditures.

POSSIBLE SOLUTIONS FOR
THE PROBLEM
- GPS guidance systems in the cabin to provide our
current drivers with the means to asses alternate
routes
-We can also invest more to our call center receiving
the complaints
-Hire more drivers

DECIDING ON A SOLUTION
1. - Through the evaluation of our customer

service complaints along with the
information gained from our “blackbox”
statistics that for the most part drivers are

following the fastest and therefore most
productive routes we have the potential to
outline in a widespread urban area.

DECIDING ON A SOLUTION
-GPS is cheaper but we have concerns as
to whether or not we will see significant
decrease in complaints through this
method in the short time span.
- We decided to hire between 10-15 new
drivers.

IMPLEMENTING THE
SOLUTION
-From these applications we have defined
10 drivers with previous work experience
and knowledge of the local layout.
-This allowed us to assign specific long
distance routes for Shipco’s previous
drivers in order to counteract the areas of
greatest customer complaint.

FOLLOW UP ON THE
SOLUTION
-Currently we are coming out of the rush
of the holiday season, and thanks to the
help of the additional drivers our company
was able to meet the demand with flying
colors.
-From the statistics we have, complaints
have decreased to a rate below the 2% we
have stipulated in order to justify our
solution.

FOLLOW UP ON THE SOLUTION
- Shipco drivers are also maintaining a rate of
productivity consistent with what is required to meet
our growing number of customers.
-It is essential to keep on the new drivers we recently
hired, due to:
1. Their obvious capability to maintain Shipco’s
standard of excellence
2. Providing us the opportunity to expand our
potential area for delivery.

THANK
YOU