Knowledgebase Article Number
Published September 18th, 2020, at approximately 4 p.m. EST.
At Bastian Solutions, we continually strive to provide superb customer service at the highest standard, and not only reactive but proactive support. Transparency is a key component in helping achieve this objective and with that in mind, we are providing a full root cause analysis for the disruptions in service in August and September of 2020 described below.
Friday, August 6th
10:00 AM EST
Performing wrap up issues from site visit for Aug 4 - 6. Was told there is a new label that needed to run at the print and apply (PANDA). This was a new Amazon label that was different than their current label. Was given a sample and was told this was a new ship label they were going to apply at shipping PANDA. I said we typically charge for a new label $500 and was up to my boss if this was to be a charge or not. I said it would be easier with me onsite to go ahead and make the change. PANDA has a scan of a side label at Scanner 4, Shipping label is put on by the PANDA, and the label is verified by Scanner 5. I then setup scanner 5 to be able to read the new label b/c I was told this was a new ship label they were going to use. Label was code 39, 20 char. Tested it while I was onsite and everything looked good. I was not sure if software needed to do anything to print this new label.
On the ticket 148162 it took some time to plan a test for the new label. The test was actually on this date:
Friday, August 28th
10:00 AM EST
While trying to see why software was not able to print the label it was figured out that I was given the wrong sample. It was revealed that the new label needed to be read before the PANDA. The scanner before the PANDA is Scanner 4. I then updated scanner 4 to be able to read this new label. We tested with software and we did see the data coming in on the software side for the new label. Software was going to look at why the label was not printing but then realized that this needed to be a CNA as this is Bastian policy. That's when this was handed off to the software sales team.
Thursday, Sept 17th
10:00 AM EST
Chris Bratten took over this Bosch Amazon Label issue and started digging into after he was given the request from software support. Chris sent me a email saying that he didn't see where we updated the scanners at the scale and that made me realize that we needed to update that scanner as well.
Friday, Sept 18th
10:00 AM EST
Until Chris got involved Bastian didn't know the same change needed to be made to scanner 3. Scott Turner updated the scanner at the scale. Worked with Johnathan onsite to get this done. He said he didn't have any Amazon labels to test and will schedule that in the future.
A new label was given on the fly and didn't follow proper channels. We tried to make it work and there was some miscommunication which led to extra cost in the form of time.
Updating the scanners to read the barcode labels. We are still in the process of getting this change for all scanner locations for Bosch.
Next Steps and Preventive Actions:
We will need to test the Amazon label again when Bosch is ready. If the label does not print then we will need a CNA with software so they can do their job in getting that corrected.
In the future, before a new label is introduced into the system it needs to be brought to Bastian's attention. The new label barcode symbology with an example is required so Bastian can determine what it will take for the new label to be read and printed.
Our commitment to you:
Bastian Solutions understands the impact of the disruption that occurred and affected operations for your organization. It is our primary objective in providing our clients with superb customer service and we assure you we're taking the required preventative measures to prevent re-occurrence.