YAMATO TRANSPORT (S) PTE LTD Parcel Handling Procedure (Branch Training) Version 1.0 (Feb 2012)

Briefing Outline Introduction Improper Packaging Operational Lapse Parcel Handling Procedure Workflow (3P) Administration Purpose Correct Packaging Daily Report Format TQB Labels

Introduction In 2011, there were 131 cases of damage and missing parcels For the 1st quarter of 2012, there were 61 cases of damage and missing parcels For damage and missing parcels, the compensation rate is 100% as compared to other factors like late delivery and etc. This led to an increase of parcel accident cases and therefore increase in monetary compensation to customer.

WHAT ARE THE REASONS BEHIND

Improper Packaging Improper Packaging

Incomplete Information 1. No contact number 2. No postal code

WHAT KIND OF OPERATIONAL LAPSE WILL THIS LEAD TO?

Operational Lapse Breakage Improper handling of parcel often lead to breakage/damage Sales Driver doing sorting in branches Transferring via base truck Incorrect Quantity/Missing Parcels Improper handling of parcel can also lead to missing parcels Partial quantity of parcel lost in roll cage due to Sorting Base Truck Delivery

Operational Lapse Extra Work Load For Delivery Branch Delivery branch may not be able to identify receiver’s location due to incomplete information from waybill Parcel may be retained in branch for 7 days Branch staff will be busy contacting sender and receiver to arrange for delivery

How to resolve it

Parcel Handling Procedure Parcel Handling Procedure “3P” Workflow for Sales Driver Customer pass parcel to SD Proper packaging? SD to secure packaging and to use correct label No Yes Bring back pick-up branch Send to delivery branch Delivery End Report to QM

1st “P” Parcel Handling Procedure Customer to Sales Driver Parcel Packaging Parcels in boxes are to be sealed Documents must be in big envelope or business letter envelope Parcels in plastic/paper bag must be tied and sealed with tape Correct TQB labels to be stick onto parcels

WHAT IF CUSTOMER DO NOT WANT SALES DRIVER TO RE-PACK THEIR PARCEL?

Parcel Handling Procedure Correct measures to be taken by Sales Driver Advice customer Explain the risk they may be facing Reject politely if customer insist not to re-pack parcel

2nd “P” Parcel Handling Procedure Sales Driver to Pick-up branch Sorting to transfer roll cages Browse through parcels/document whether they are in proper packaging Check that all parcels have waybill attached to it Retain parcel without waybill. Do not transfer to delivery branches Check for TQB labels indicated and handle carefully Re-pack parcel if necessary

3rd “P” Parcel Handling Procedure Pick-up branch to Delivery Branch Sorting according to route Check through parcels/document whether they are in proper packaging Check that all parcels have waybill attached to it Retain parcel without waybill. Check for TQB labels indicated and handle carefully Re-pack parcel if necessary before OFD Group Leader/Branch Executive Fill in Parcel Mishandling Report for parcels in improper packaging Send daily report via email to QM administrative officer

PURPOSE OF DAILY REPORT

Administration Purpose To monitor and reduce the cases of breakage/missing parcel Parcel Mishandling Report Administration Officer from QM will be compiling and computing the number of cases due to improper packaging To reduce monetary compensation for each branch To decide which branch need to conduct more briefing and training for Sales Drivers It benefit all branches in long run to reduce unnecessary bearing expenses

Correct Packaging Correct way of packaging Box to be sealed up Document to be in big envelope Plastic bag to be taped with tied knots

PARCEL MISHANDLING REPORT Daily Report Format Parcel Mishandling Report PARCEL MISHANDLING REPORT No Tracking number Date Received Time Received Pick-Up Branch Delivery Branch Pick-Up Sales Driver ID Reported by Remarks (If Any) 1   2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Key in tracking number, date received and time received from pick-up branch Key in pick-up branch and pick-up sales driver ID Key in Reported by BE/GL/BM and remarks if any Report to be submitted before 11am for previous day records

TQB Labels Caution Sticker types Time Zone Time Zone / Waybill Time Zone Time Zone / Designated Date Delivery seal Stickers Caution Stickers Caution Sticker types

Questions & Answers The End