From its new 20,000 square feet dedicated dispatch area, Liverpool based fabricator Total Glass has achieved a 98.6 per cent success rate for deliveries. 'You have to stay below 100 per cent, otherwise you have nothing more to aim for,' said managing director Frank Deary.
The company has been implementing a series of improvements to its dispatch area to help improve its service to its customers. These include the installation of tracking devices on all vehicles, two full time quality controllers, and a complete physical reorganisation of the area.

'We have made the dispatch area answerable to its own actions. By giving it this added responsibility and ownership as a stand alone department, it has more incentive to make sure that everything that goes out of the door, arrives at its destination when it should, and how it should,' continued Frank.

Total Glass as a whole maintains a policy of continuous investment and improvement, believing that apportioning ownership to its employees instils a sense of pride in a job well done.

'Changes we make come from a combination of employee and customer recommendations,' said Frank. 'The dispatch area had already been vastly improved by creating a separate ancillary packing department. By treating this as a stand alone discipline prior to dispatch, it simplified the final stage, freeing them up to ensure final quality checks were made on a larger number of orders, and sent off on time.'

Fitted with tracking devices, Total Glass vehicles can maintain constant contact with the factory and its customers' destinations, in case of hold ups on the road.

Source

Glass Age