Synopsis Of The Problem Of Jd's Distribution By A Leading Hotel
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Synopsis of the problem:
On December 22 2015, an order was placed with JD’s Distribution by a leading hotel. The order was scheduled to be delivered to the hotel by 2:30 p.m. on December 232015. At 4:00 p.m. on December 23 2015, the general manager of JD’s Distribution received a call from the food and beverage manager of the aforementioned hotel; there was a problem. The order which was scheduled to be delivered to the hotel at 2:30 p.m. has not been received. The food and beverage manager had guests scheduled to arrive at 6:00 p.m. on the December 23, and he did not have the products required to prepare meals for that dinner. At this time, the staff of JD’s had already left for the day. The general manager was left with no choice but to return to the business, collect the items and deliver them to the hotel in person. He was infuriated. The next morning a meeting was called with the staff of the warehouse to ascertain why such a situation occurred. Root Cause Analysis
Step one: Defining the problem
What is happening?
Was there negligence by the warehouse staff in failing to deliver the order, or was there an error by the sales representative who took the order? What are the specific symptoms?
Human cause: The sales representative who took the order from the hotel made an error in completing the ordering procedure. Additionally, the employee was distracted with personal endeavours while taking an order. Organizational cause: The order taking process failed. Even