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

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

3. 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.

4. WHAT ARE THE REASONS BEHIND

5. Improper Packaging
Improper Packaging

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

7. WHAT KIND OF OPERATIONAL LAPSE WILL THIS LEAD TO?

8. 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

9. 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

10. How to resolve it

11. 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

12. 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

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

14. 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

15. 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

16. 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 to QM administrative officer

17. PURPOSE OF DAILY REPORT

18. 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

19. 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

20. 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

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

22. Questions & Answers
The End