Qc processes training slides
- 2. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 AGENDA I. Introduction of all QC Processes A. Smart QC B. QA of QC C. Production QC D. Reverse QC II. Exemption rules III.Case Escalation/ Resolution Grid
- 3. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 AIM In line with our mission which is to: ..relentlessly build the most effortless and reliable online shopping environment providing consumers with the widest range of GENUINE PRODUCTS at low prices The new and improved QC rigor is aimed at Improving delivery success rate. Ensuring the ultimate customer experience which would in return result in good reviews and generate more sales. Improving vendor online reputation (seller score).
- 4. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC RULES CRITERIA Any new product created will be Quality Checked for the next 30 days. (applies to all vendors) All prepaid orders will always be quality checked All new customer orders will always be quality checked Any product with at least ONE quality return will be Quality-Checked for the next 90 days. i.e. item returned because it is:wrong, defective, used/refurbished counterfeit. Any product with a high overall return or rejection rate will be Quality-Checked for the next 90 days. Any vendor with a high-quality return or rejection rate will be Quality-Checked for the next 90 days.
- 5. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC - CHARGES The Drop off QC fail charge is a fee for every item that fails quality check at the drop off hubs or warehouse due to being wrong, defective, used, refurbished or counterfeit. QC failure reason Charge Definition Example Wrong item N3000 Fulfilled an item different from what was ordered If an item is rejected at the drop off point because it does not physically match what was ordered. This applies to wrong color, shape, technical characteristics, brand, swapped invoices. Defective item N3000 Fulfilled items not working in line with specifications, items missing parts, broken seals or stains. If an item is rejected at the drop off point because it is damaged, incomplete, not functional or not usable. e.g. missing item or parts, damaged or broken item/package, stains, stitch defects, misplaced or broken seals, items that do not power on. Used/Refurbished item N50,000 Fulfilled item(s) that have been previously used If an item is rejected at the drop off point because it is not new e.g. item looks used/has been used or is refurbished. Counterfeit item N50,000 Fulfilled item(s) that have been verified as counterfeit If an item is rejected at the drop off point because it is counterfeit.
- 6. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC - CHARGEABLE HMT FAILURE REASONS
- 7. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC EXEMPTIONS Previously we had waived penalties for vendors who were: First time offenders(except counterfeit) - with warning email to vendor New vendors (aged 30 days and below) - with warning email to vendor First time occurrence for sample failure - with warning email to vendor Currently we ONLY waive penalties for: QC passed items wrongly captured by Hub Agents Contradictory item details due to system sync issues
- 8. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC TIMELINE The smart QC process, is predominantly done manually: Daily- Items are QCed at the hub, and QC failed items are flagged on HMT and an image will be captured and shared via the VDO escalation whatsapp group. These images are saved in the drive, with the short link included in the forward QC tracker for easy reference. Wednesday- Emails (Re: VIBES ALERT - Failed Quality Check Fees to be charged on Friday) are sent to all the defaulting vendors. Thursday & Friday - Before the penalty file is sent can also be used to review raised claims for exemptions. Friday - Penalty file sent to finance for manual upload of all charges.
- 9. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC - FAILED QC FLAG ON HMT Screenshot of chargeable QC failure reasons on HMT, charges are on item level, so multiple flags captured for the same item will result in multiple charges.
- 10. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 SMART QC - APPLIED PENALTY ON SC
- 11. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 FORWARD QC FAILURE SAMPLE CASES Sample cases of captured wrong items Wrong items 1. Salt attempted for delivery instead of sardines. 2. Black and white striped dress instead of a red belt.
- 12. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 FORWARD QC FAILURE SAMPLE CASES Sample cases of captured wrong items Wrong colour 1. Red dumbbells attempted for delivery instead of blue ordered. 2. Blue foldable dryer attempted instead for delivery instead of pink.
- 13. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 FORWARD QC FAILURE SAMPLE CASES Sample failure: By sample failure we mean, slight change in the product especially by the manufacturer, Images should be updated by the vendor whenever theres a new variation of products listed.
- 14. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 FORWARD QC FAILURE SAMPLE CASES Sample cases of captured wrong items Defective items 1. Damaged wristwatch 2. Broken zipper 3. Package Damaged
- 15. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 QA OF QC This is a new QC process that was rolled out in January, it is predominantly managed by the CXP team. It entails carrying out quality checks on all QC passed packages at the hubs. All packages that fail QC at this leg will be processed as returns to the affected vendors and the applicable charges applied. The vendors are also contacted and educated on ways to avoid QC failures. All defaulting vendors will be exempted till April. The vendors are not the only ones penalized when items fail QC at this level, the hubs and agents are also affected, this ensures that everyone does the right thing. During every hub visit a minimum of 20 packages are QCed after which QC failure results in the agents being penalized for controlled hubs and hub closure for 3PL hubs.
- 16. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 QA OF QC The QA agents are required to document every detail of their audit with this form, after which a detailed report is sent to all stakeholders and and necessary actions taken. These actions include: CS to contact the customer and inform s/he of the cancellation of the orders and help replace the order if required. CXP/QA agent to send a detailed report with all their findings and ensure all QA failed packages are moved to after sales in a separate master bag. VXP to contact and inform the vendor of the QC failure, applicable charges and re-educate the vendor.
- 17. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 QA OF QC - HUB CLOSURE QC failure of QC passed items will result in penalties for hubs and agents: 3PL HUBS Minimum of 40 packages to be QCed: 10% - will result in a warning 20%- 2 days closure 30%- 1 week closure 40% - 2 week closure during all the agents at the hub will be re-trained at Agege. Ogba, Lekki, Ojuelegba and FESTAC hubs have already been affected and shutdown for the 2 weeks training. After the 2 weeks closure, subsequent QC failures will result in total shutdown of the hub Oshodi hub has been permanently shutdown due to high rate of QC failed packages during the QA audit. CONTROLLED HUBS Obvious QC errors of: 5% will result in warning and the agent being off immediately 10% - 2 days off, 15% - 1 week off, 20% 2 week.
- 18. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 REVERSE QC The smart QC process, is a part of VIBES, however, some parts are also done manually: VIA VIBES Daily- Items returned by customers due to quality related reasons are tagged in seller center. Tuesday - Only window to delete tags and prevent communication from being sent on Wednesday. Wednesday- Pending transactions for all tagged orders are created to be applied on Saturday. All vendors with created pending transactions will receive the communication (VIBES Alert - Return fees to be applied on Saturday) Thursday & Friday - Review of claims raised, and all items tagged for exemptions which will be done by rejecting transaction on SC. Saturday- All pending transactions are applied and communications (VIBES ACTION - Return Fees Charged) to all affected vendors triggered. MANUALLY(currently done) Daily- Items returned by customers due to quality related reasons are tagged in seller center. Tuesday & Wednesday - Review all tagged items and exempt vendors by rejecting pending transactions. Wednesday- All vendors to be charged will be sent an email (VIBES Alert - Return fees to be applied on Saturday) Saturday- All pending transactions are applied and communications are sent to all affected vendors (VIBES ACTION - Return Fees Charged).
- 19. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 REVERSE QC - EXEMPTION GRID
- 20. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 PRODUCTION QC Flagging of high risk brands priced lower than the RRP, affected vendors are invited for verification and actions are taken based on the outcome of the verification. The standard charge for all items verified as counterfeit is 50k. The criteria are: Brand Price Image Quality Product logo
- 21. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 REVERSE QC-CHARGEABLE INVENTORY MASTER REASONS Exemptions are made based on QC, shipment type and and after sales feedback also. For Jumia Express, all wrong items(wrong brand, size, colour e.t.c.), broken items, spilled contents, expired items will be exempted as the orders were processed in-house. All FMH QC items will be exempted for same cases as above, as they were QCed before being processed to customer(s) All items without inventory master reasons will be set to pending, till a reason is updated indicating the item has either passed or failed QC and the appropriate action taken.
- 23. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 REVERSE QC-CHARGEABLE INVENTORY MASTER REASONS Reverse charges are charged based on a review of the aftersales reason on inventory master and the technical QC comments, all items tagged with reasons like: D-Tech Issue, D- Faulty parts, D-Missing parts, D - Dead on arrival and other defective & defective damaged reasons.
- 24. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 TICKET ESCALATION GRID All tickets received for QC related issues should be properly investigated and escalated to the appropriate queue only when necessary. Reference should be made to the reverse & forward QC trackers for more detailed feedback to be given to the vendor(s) N.B - QC related penalty reversals are based on validity and vendor tiering in the case of Gold or Silver vendors. Case Type STEP 1 STEP 2 STEP 3 VIBES cases(Forward & Reverse QC), QC processes and penalty related tickets. Brief investigation to determine penalty type if not mentioned and determine validity by referencing the appropriate trackers. If valid please educate the vendor, inform him/her of the reason and share evidence. If penalty should be reversed, please escalate to VXP.
- 25. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 REVERSE QC - TRACKER Reference can be made to the tracker for detailed feedback
- 26. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 FORWARD QC - TRACKER Reference Forward QC tracker for detailed feedback. Arrow, points to the image links to be shared with inquiring vendors
- 27. 息干顎馨庄温剌姻看沿姻庄艶岳温姻霞 PRODUCTION QC - TRACKER Reference Production QC tracker for detailed feedback. Arrow, points to the image links to be shared with inquiring vendors