Quality Control Process
FP has extensive system controls, procedures, and training to ensure quality. A sampling of those processes is bulleted below, because a complete list is virtually impossible.
Computer controls, procedures, training, and supervision are part of any good QC process, but most services have some human involvement, so selection of the right employee for the job is critical. FP's applicants not only go through a series of interviews during the selection process, but are also tested for job aptitude. Counting tests, typing tests, and computer experience tests give FP managers insight into some abilities to perform the job. Employment offers are contingent on the passing of a drug test and background check.
Media Reproduction Masters
- Masters set up in the system, reviewed, barcoded and filed in the secured Master Library upon receipt.
- Masters are "checked out" (by scanning the barcode) to manufacturing orders, tracking, among other things, wear and tear.
- Masters are "checked in" to the library upon completion of the job.
- Every movement of the master is scanned similar to a conventional library system.
Duplication
- When jobs are scheduled for duplication, component paperwork with barcodes print.
- Masters are visually checked to the paperwork and the barcodes on the order and on the master are scanned for a dual comparison.
- Each video tape is QCd by an automated QC system at different points in the program.
- A bank sample from each VHS bank is visually QCd at the beginning to check for program content and spot checked throughout the program.
- Each disc is QCd by the machine immediately following the duplication process.
- Components are pulled in bulk and staged.
- Components are pulled from the staging area at a different time from being pulled from the inventory locations and are handled by a different person and compared to the manufacturing order.
- The manufacturing order has a detailed Bill of Materials (BOM).
- Depending on the size of the order, a sample is pulled and visually viewed again prior to packaging.
Assembly
- The assembly order has a detailed BOM.
- Components are pulled in bulk and staged.
- Components are pulled from the staging area at a different time from being pulled from the inventory locations and are handled by a different person and compared to the assembly order.
- For unusual or complicated jobs, the Account Support Representative (ASR) provides verbal and visual instruction in addition to the directions provided in the assembly order.
Phone Order Capture
- Phone system routs calls based on skill level.
- Floor supervisors constantly monitor call activity and resources to answer calls in queue.
- CSRs follow client-approved scripts and use system functions so that accurate information is provided to the caller.
- Programs populate fields and verify data integrity as much as possible using check-digit routines, client specified business rules, and established files.
- Each CSR is monitored and the resulting evaluation is reviewed with the CSR. The monitoring results become part of the employee's personnel file and are used during formal performance reviews.
- CSR staff receives initial training in a controlled training environment. Training includes product samples and a written test.
- Refresher training is provided on existing clients (called Client Focus) and includes written tests.
- Performance reports are reviewed by management indicating average operator call time, as well as amount of time idle and on calls.
Pick & Pack
- Prior to printing packing slips and bulk pick tickets, our custom computer software verifies inventory levels and ensures any pre-payment orders have been authorized.
- The system sorts the pick-tickets grouping orders with like items and orders with items in close pick location proximity.
- Bar codes are used to scan locations, orders, and items.
- Picker, packer, and shipper IDs are captured real-time at each step of the process.
Consumer Orders
- After orders are picked in bulk, the product is sorted down and segregated by order.
- A different person verifies the order's contents to the packing slip and packs the order into the appropriate shipping container, using filler material when necessary.
- The packer is the final check of order accuracy.
- For every day's shipments the ASR and the Distribution Supervisor and/or manager randomly open and inspect a sample of orders.
- An automated assembly line is used to pack larger groups of similar orders.
Retail Orders
- Orders print on their own bulk pick tickets, because of size.
- The unique retail requirements are triggered, and all unique carton labels and other paperwork are generated according to specifications.
- The cartons of stock are pulled and palleted or prepared for shipment according to the receiving company's specifications.
- At the time of scanning, the unique procedures screen pop for procedure verification.
Shipping
- Bulk pick tickets containing all like orders are updated by scanning the bulk pick ticket.
- Each box for all other orders is individually weighed, scanned, and updated.
- During the manifest process all scanned orders are flagged as shipped.
- Depending on the carrier, the orders are electronically updated in the carrier's system (either by individual package or in bulk via an electronic manifest).
- "Scanned not Shipped" and "Printed not Shipped" reports are reviewed nightly.
- Unshipped Orders reports are reviewed regularly.
Top of Page
FP Services is proud to be associated with the following:
