Chapter 04
One Engine, three people who use it differently
The service coordinator works a queue, the operations manager watches thresholds and exceptions, and the coo sees cycle time and cost. Same Engine underneath, three different questions asked of it.
What the agents did today
Tickets triaged
214
Order exceptions caught
37
Vendor packets checked
6
Returns dispositioned
48
Time spent on this went from5 hrs/day45 min/day
Time reading queues and chasing status across systems
Waiting on a human decision
- ORD-77412HighShort ship riskBergman Supply — Ohio$42,800
Committed 14 Aug against 340 units. On-hand is 210 with no inbound receipt scheduled before the date.
- ORD-77455HighAllocation conflictTwo orders, one lot$61,200 combined
Lot 88-4412 allocated twice across the Illinois and Ontario warehouses. One customer will be short.
- VN-2208MediumVendor onboardingHalstead Components$310,000 annual spend
Insurance certificate expired 22 July and the W-9 on file is a superseded version.
- RET-4180LowReturns dispositionMeyer Hardware$1,940.00
Eighteen units returned as defective. Photos suggest transit damage, which changes who absorbs it.