Operational Health Check
Our operational health check is essentially a detailed look at a forwarders processes and procedures from an initial request for service right through to final invoicing.
We look at the following parts of the shipment process.
- Competency of staff dealing with the physical client interaction in terms of both their approach and level of knowledge.
- The level of information and instruction obtained from the client prior to accepting the request for service to ensure that the client’s expectations and needs are fully understood, and the shipment is set up to ensure this is met.
- The communication of information to the operations team is complete, this includes all information required to correctly set up the job file including buying and selling rates.
- Quotations where required are in line with the client’s service expectations.
- Information such as flight and clearance information are communicated to the client in a timely manner.
- Security processes where applicable are followed correctly.
- Communication with warehouse and transport is done correctly to ensure that timescales are met within the operational capabilities of both departments and that freight meets its delivery time to the carrier or consignee.
- Shipments are correctly monitored and information passed to all notifiable parties within the supply chain.
- Issues during transit are properly communicated and corrective action where required is taken without delay.
- Charging and invoicing are completed in a timely manner to ensure good cashflow.
The process usually involves a detailed look at how the company operates on a day to day basis and encourages staff to share their thoughts and sometimes frustrations with how things are done and the processes and systems used, what we usually find is that new channels of communication are opened as a result of this, leading to not only greater efficiency but also a better understanding of everyone’s role.