The Production Process: Beginning to End Lori A. Cotillo Peggy Sheehan

Today’s Objectives A Look at the Numbers The Production Process – beginning to end –Your Q&A Troubleshooting Q&A – Placing orders, fix- its, wrong product, quality issues, etc. –Your Q&A

A Look at the Numbers Operating for almost 20 years! 2 Manufacturing Sites comprised of 24,000 sq ft –Stillwater, NY –Amsterdam, NY

A Look at the Numbers, cont’d… 250 Manufacturing Personnel during Peak Fall Produced & Shipped during Fall ’07 season –325,000 custom made individual orders –Produced over 195,000 SBYB magnets –Made over 1,400,000 custom products ……….all in an 8-week period!

A Look at the Number, cont’d… Capital Equipment – Includes: Laser color copiers Black and white copiers Laminators Scanners RIPS – file image processing devices Textile, mug & tile presses Trimmers Wide format printers Conveyor-operated convection oven for ceramics – mugs, dispensers

OWY’s Customer-Oriented Goals Quality Products Timely Delivery Accurate Fulfillment Ongoing Performance and Tracking Enables us to continually improve processes Product/order defects <1% for season

Production Process Outline School Receiving Art Rec Scan/Copy Make/Trim Packaging & Shipping (Match)

School Receiving On-time? Art Reconciliation Data Entry

Art Rec School is Processed Check for size, medium, copyright issues Order Form Attached

Scan/Copy Magnets for SBYB copied SBYB and OP order phase scanned Post-scan, all orders printed for that school Exception This artwork has not been saved in our system. Should you wish to place an additional order, or have an issue related to your current order, please be sure to resubmit the artwork to us. Thank you.

Make School Product list distributed to proper production area Trim

Packaging & Shipping (Match) Also called ‘Match” –Products matched to artwork/order form –Mugs & soap dispensers packed separately –Orders packed in order/fashion that they were received –Class and grade

Troubleshooting Q&A What is a ‘Fix-it?’ –Defect in workmanship Production of the wrong product Mishap with image, ie. upside down Missing order that the organization was charged for How should Fix-its be submitted? –Form F - Fax or – include order form #, product(s) to be made, & issue –Is defect related to artwork image? Send artwork & copy of original order form attached to back of artwork Clearly written note of the problem attached to order form –Letter of apology & complimentary magnet made from the artwork is included

Troubleshooting Q&A What if a parent is unhappy with their products & wants to return them? –Must be a defect in workmanship or a missing product/order –Coordinator issues refund to family, sends note to OWY with student name, order #, product, & reason –OWY then credits school the wholesale price of the item

Troubleshooting Q&A What do we do if the order and artwork never arrived at the school? –Obtain school name, location, student’s name, order #, and list of products ordered If order is not found, student submits new artwork and order is made –If SBYB program, and preview magnet was purchased, we can remake the order from the original magnet if they send that in OWY checks if charge was made to school, what other schools were packed & shipped that day –Calls are made to Coordinator of those schools – did they receive orders that weren’t theirs?

Troubleshooting Q&A What should a coordinator do if artwork is returned unprocessed? –Non-conformity to art instructions For OP - envelope will be included w/orders that contains artwork & reason why it wasn’t processed –Can re-submit through a late order process If SBYB – For magnet phase, unprocessed artworked returned along with additional order forms, KTPs, & DFLs –Conforming artwork may be submitted during the order phase School is never charged for returned unprocessed artwork

Troubleshooting Q&A The parent meant to order a mug but accidentally marked ‘tile’ on the order form. –Product checked on the order form will be made –Customer mistake product cannot be returned for the other product –Other product may be submitted as a late order; OWY will charge school for it –If the price is marked on the order form, but not the product: –It may be missed in data entry –OWY may be able to easily spot the error and fix –If not determinable, it will be sent to Sales Support to verify –Artwork may be returned unprocessed

Troubleshooting Q&A Can two artworks be attached to only one order form? –No – each artwork must have its own order form –You may have two order forms attached to one artwork »Additional order form is available in the Coordinator’s Guide or print from the Customer Care Center Website

Troubleshooting Q&A Artwork for SBYB preview magnets has already been submitted, but now there are more to submit. –No late artwork submittals will be accepted for magnet phase –Parents may place order during the order phase

Troubleshooting Q&A How should late orders be submitted? –Parents return artwork, order form & check to coordinator –Tape order form to back of artwork –Enclose all artwork w/attached order forms in one large plastic bag –Include completed Shipping Form C –Package should be sent via a trackable carrier (UPS or FedEx) –Orders are shipped to the school; school will receive updated invoice –OWY website provides personal/retail ordering

Troubleshooting Q&A Coordinator says her box of supplies/orders did not arrive at the school. –Did they receive UPS ‘QuantumView’ with tracking number? Did it ship to home No tracking number if 2 nd shipment is sent –Rep tracks package for coordinator. When delivered? Who signed for it? –If no tracking number or package is not at school, contact your manager to research on OWY’s end

Troubleshooting Q&A Coordinator says they’re missing or short supplies from their materials (display) box. –Did they completely empty box? –Have they checked with art teacher? –Did they have an increase in population? –Use UPS tracking number, check weight of pkg –Shortage of paper – Coord. can cut paper down to proper size to avoid losing artwork time –Missing Coordinator’s Guide – for immediate purposes go to OWY Website

Troubleshooting Q&A Coordinator has run out of order forms. –Extra order form is included with the guide – make as many copies as necessary – remember to keep a copy of the order –Forms also available on Customer Care Center website

The parent only returned one part of the order form to the coordinator. –Tape the order form to the back of the artwork –Coordinator makes copy of order form for his/her records Troubleshooting Q&A

Coordinator feels program is a lot of work because they need to organize orders by class. –Artwork and orders are processed in the fashion they are received –Easier for coordinator to distribute when organized by class Troubleshooting Q&A

Do artwork and orders need to be placed into individual polybags when submitting an OP order? –No –White copy of order form is taped to back of artwork, yellow is retained by coordinator –Place ALL orders/artwork in one large plastic bag to protect from potential elements during shipping Troubleshooting Q&A

Parents want to change their order and it’s already been delivered to OWY. –Order cannot be changed once it’s received due to the volume of orders –Also makes tracking of proper billing to parent and school difficult –A late order can be placed or an order can be placed on an individual basis through the website they receive the artwork back Troubleshooting Q&A

How are the SBYB preview magnets packaged when they arrive at the school? –Magnets are packaged/returned in the fashion they were received by OWY If sent to OWY properly, by class, magnets will be sent packaged by class Troubleshooting Q&A

How are the orders packaged when they arrive at the school? –Each child’s order pillow-packed in large polybag with original artwork and order form –If only mug or soap dispenser ordered – artwork in large white coordinator’s envelope Mugs and soap dispensers packed separately from other products –Orders packed in box in the order we received them, i.e. class & grade –Coordinator Envelope includes artwork, late order and fix-it info –Any oversized orders that do not fit in class section – either packed on the side or on the top of other orders Troubleshooting Q&A

Customer Care Center Frequently Asked Questions (FAQ) Downloadable Forms Contact Information Suggestions

We appreciate your participation & attendance today! Thank you and enjoy your day!!