Description

Jafra order Cubing issue
Support Ticket 173668/ 169229

Resolution 

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 due to Order Cubing. 

Summary:

July 13th

Daniel Williamson (Jafra) contacted support via email to request a ticket was opened to review ongoing cubing issues

July 28th

Updated to Box size dimensions were put in place to see if this resolved the issue. The site to conduct further testing. 

August 3rd

Additional examples of incorrect cubing were provided and a development work item was created with the Bastian Development team. 

August 5th

Promote installed on site 

August 6th

Danial follows up with Bastian Support to confirm that cubing issues have improved and the issue seems to have been fixed. 

August 12th

Bastian Support reaches out for further confirmation issue is resolved. The ticket is closed with no response. 

September 24th

Gabriel Mafurro (Jafra) contacts Bastian Support to report there are still issues cubing orders as previously reported. 

September 24th - October 4th

Bastian Support and Jafra teams work together on further adjustment to Container sizes and install a promote for additional logging and cubing processes. We also reviewed the current Cubing logic changes previously applied through CNA 40 (July 2019)

1. If the order cube <= 1 medium box, then software to select 1 medium box

2. If the order cube => 1 medium box and <= 1 large box, then software to select 1 large box

3. If order fits cube > 1 large box, then software to select 2 medium boxes

4. If order fits cube => 2 medium boxes, then software to select 2 large boxes

October 5th

Bastian Development team review current logic and include

• If the order cube <= 1 extra small box, then software to select 1 tote
• If the order cube <= 1 small box, then software to select 1 small box

October 6th

A Database backup is requested and provided from the Jafra team for Bastians in house testing 

Bastian development team begins a re-write of cubing logic for all container sizes and begins in-house testing. 

November 8th

as coordinated with Bastian and Jafra Teams a promotion is installed including the updated cubing logic. Promote rolled back due to waving errors around changes to cubing logic. 

November 11th

Final promote implemented with coordination from both Jafra and Bastian teams. System tested and confirmed to be cubing all work properly. 

Conclusion

Bastian Software development team re-wrote and tested all logic pertaining to order import and cubing. 

Next Steps and Preventative actions

1. Software Project Lifecycle
    a. Bastian Solutions has been in the process of evaluating and modifying its Software Project Lifecycle, which includes the implementation of project teams. These changes create more accountability, checks, and roadblocks to ensure CNAs and changes follow a specific process internally.
    b. Date Completed: Changes were finalized in late November. 
    c. Status: Closed

2. Implement an on-site test environment. 
    a. Bastian Solutions has been working with Pedro to identify tests capabilities and obtain an estimate for the effort.
    b. Date Completed: TBD
    c. Status: Anshul will set up a meeting in early January. 

3. Implement Promote Procedure 
    a. All promotes installed into the Jafra production system need approval from Jafra IT. Bastian to provide our standard promote procedure document for reference and obtain a list of approvers from Jafra. 
    b. Date Completed: TBD
    c. Status: Travis provided an example to Matt. Awaiting Matt's response for approvers and any additional feedback. 

4. Review RCA Process
    a. Bastian Solutions continually strives to improve our customer experience and will kick off a formal review of our RCA process in accordance with our Corporate Quality standards. 
    b. Estimated Completion Date: TBD, Summer 23'.
    c. Status: Initial discussions starting in early January.

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 reoccurrence.