Ops_571_Week_One

| Process Improvement Flow Chart | OPS 571 | Douglas Spunaugle | Jerrod Barentine | 7/5/2011 | | KEY: Safety Requirements Critical to Quality Hints & Aids bold # Related Exception Handling Steps Proposed Freight Refusals SOP Purpose To provide guidance and action steps to determine accepting/rejecting trailers based on safety concerns or missing/lack information on Proof of Delivery (POD) paperwork for WePay and TheyPay shipments. Scope These guidelines will apply to TUL1 Inbound Operations Definitions Load Acceptance Criteria * Shipment has been appointed through CARP * Pallet visually inspected and determined to be in good condition * Stable load (i.e. shrink wrapped/banded, no excessive collapsing upon itself, no excessive leaning, etc.) * Sufficient clearance between load and trailer roof to be able to unload with PIT equipment and/or space to manually downstack * Sufficient clearance between load and trailer walls, allowing the use of a clamp * Sufficient trailer clearance to allow dock plate/portable plate to be flush with trailer floor * Paper POD that contains POs, pallet count and carton count or soft copy of electronic POD that can be printed prior to unload * Product is loaded in a trailer that is safe to walk or when loaded on a trailer with grooved flooring (i.e. reefers) is palletized and can be unloaded with PIT equipment (walk behinds not permitted) Responsibility * FC Inbound Team: Ensure product that is received meets load acceptance criteria. * FC Associates: Identify and immediately report received product/shipments that do not meet load acceptance criteria. * FC Management Team: Ensure Associates are trained to identify and immediately report received product/shipments that do not meet load acceptance criteria. Escalate to FC Safety or TOC in a timely fashion for guidance. Sign off on all freight refusals. * FC Safety Department: Provide support and guidance in verifying the identified risk of received product/shipments that do not meet load acceptance criteria. * Retail / Vendor Management Team: Instruct vendors of Amazon’s load acceptance/rejection criteria. * Transportation Team: Ensure compliance to load acceptance criteria at cross-dock and transload facilities. Facilitate timely resolution of freight refusal issues. Guidelines * In general, WePay freight should only be refused for matters relating to safety. If FC wishes to refuse WePay freight for another reason, FC should engage TOC by submitting a remedy ticket and calling the TOC Hotline before executing the refusal and sending the driver away (see below for instructions). * Local FC Safety and Ops level (or higher) management must sign off on all freight refusals Process 1. Rejecting Unappointed Trailers and Shipments 2.1. TheyPay and WePay trailers that arrive without a previously scheduled appointment SHALL BE REJECTED. FC should advise carrier that all freight must be appointed through CARP and be given an appointment prior to arrival* 2.2.1. WePay: FC should immediately engage TOC to inform them of the issue 2.2. Unappointed TheyPay shipments that arrive on a trailer with a previously schedule appointment SHALL BE REJECTED and placed back inside the trailer 2.3. Unappointed WePay shipments that arrive on a trailer with a previously schedule appointment and have valid POD documentation, SHALL BE ACCEPTED and added to the original appointment. See section 3.2 for guidelines on how to manage unappointed shipments that do not have valid POD documentation. 2. Rejecting Trailers 3.4. If single-stacked or multiple-stacked product does not meet load acceptance criteria, the non-compliant product SHALL BE REMOVED from the trailer (if determined safe to do so), and compliant product may then be unloaded and received. 3.5.2. The non-compliant product SHALL BE REJECTED and placed back inside the trailer for return to the vendor. 3.5. If the non-compliant product prevents safe access to the trailer, the entire trailer SHALL BE REJECTED for unloading. 3.6. If the product is loaded in a reefer trailer with grooved flooring and is not palletized (i.e. cannot be removed with non-walk behind PIT equipment), the entire trailer SHALL BE REJECTED for unloading. Before refusing a shipment please submit a remedy ticket to CTI: TOC / Vendor Inbound / Freight Refusal – We Pay or They Pay. Please make sure to add local FC safety and Ops Manager to the “cc” list for the ticket and attach pictures to document why the freight is being refused. Additionally, to obtain additional guidance for WePay refusals, please call the TOC hotline. 3. Shipments with Electronic PODs or Paper PODs have Missing Information 4.7. In general, refuse shipments missing PODs or paper PODs that do not contain Vendor information (name, ship from location, etc.), POs, pallets, and/or carton count. 4.8.3. WePay: Before refusing, submit a ticket to TOC using the following CTI: TOC/Vendor Inbound/Freight Refusal – We Pay, and call the TOC hotline (1-(866)-203-8372) for guidance. 4.8.4. TheyPay: Refuse and submit a ticket, using the following CTI: TOC/ Vendor Inbound/ Freight Refusal – They Pay. 4.8. Electronic PODs are acceptable, provided that Carrier has provided FC with an electronic copy that can be printed prior to scheduled unload. 4.9. If POD document is too small in size or does not contain relevant information (Vendor name, POs, pallets, cartons, etc.) to allow for Amazon receive stamp to be added and discrepancies noted, refuse shipment 4.10. Faxed PODs are acceptable Appendix A – Unloading Palletized and Floor Loaded Product Flow Charts Unloading Palletized Product Unloading Floor Loaded Product Appendix B – Visuals of Acceptably/Unacceptably Loaded Product ACCEPTABLE | UNACCEPTABLE | | | Secure. Stable. Sufficient roof clearance. Sufficient trailer access. | Shrink wrap not effectively securing load. Potential fall hazard. | | | Securly shrink wrapped. Good pallets. Sufficient roof clearance. Sufficient trailer access. | Unstable. Fall hazard. Product not secured to pallet. | | | Secure. Stable. Sufficient roof clearance. Sufficient trailer access. | Unstable. Slip, trip & fall hazard. Load bar / netting not used to secure load. | References: Operations Management for Competitive Advantage ISBN: 9780072983906 Author: Richard B. Chase, F. Robert Jacobs, Nicholas J. Aquilano, 2006 Amazon.com North American Transportation Operations Manual, 2010v.1