Initial rebuild

Processes/QMS Stubs/QMS Pickup.md

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+### Pickup
+
+#### Goal
+All of the packed shipments for each carrier are given to the carrier when they arrive at the warehouse, typically each business day between 3PM and 5PM EST.
+
+#### Errors
+1. Carrier does not show up on time, so the jacket ships behind schedule.
+	1. There is a process in place to call USPS if they have not arrived by 3PM. If they still do not arrive by close of business, we make a best effort attempt to give the packages to the USPS delivery driver on the morning of the next business day.
+	2. A symbol is used to indicate to all employees if USPS did not pick up on the prior day. This symbol tells the employee who receives the USPS drop off that day that they need to give yesterday's shipments to the delivery driver. This gets them in the hands of USPS several hours sooner than if they were picked up in the afternoon, and avoids the risk of them being delayed another day.
+2. Package is handed to the wrong carrier. 
+	1. Racks, bags and carts of outbound packages for each carrier are kept in separate areas of the warehouse to avoid them being mixed.
+	2. When a carrier arrives the responsible employee knows to only give the driver packages from that carrier's designated area. We also use symbols to indicate which carrier packages are for.
+3. Package is never handed to a carrier because it gets lost, stolen, etc.
+	1. Our software monitors all tracking numbers we send out to check for updates to the delivery status. If a package we shipped out does not receive any tracking updates from the carrier within 24 hours it generates an alert which triggers an internal review of surveillance.
+	2. The packing area and all areas between there and the area where the outbound packages are kept before pick up are checked thoroughly for any packages that may have been missed or dropped.
+4. Package gets left on a belt or something and mistaken for a new delivery, so it gets taken back to presort instead of being shipped out.
+	1. The packing area and all areas between there and the area where the outbound packages are kept before pick up are checked thoroughly for any packages that may have been missed or dropped.
+	2. If a package is found in this area it is examined and taken to the correct place. The employee should scan the shipping label or item number to determine if the order has been completed properly. Doing this should avoid the instance of that package being taken to the wrong place.
+5. Carrier/driver does not scan the packages given to them, and then something happens to the package before it reaches the carrier’s regional hub. Note: it is not normal for standard carriers like UPS or USPS to scan each package given to them during the pickup and they will usually refuse to do it.
+	1. Handled the same way as potentially lost or stolen packages.
+	2. We do not currently have another way to address or prevent this.
+	3. Our WMS has a mechanism to detect this in some cases but there is no defined process for checking that or responding to it.

Processes/QMS Stubs/QMS Service and Support.md

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+## Service and Support:
+### Goal:
+The customer may need assistance with the service or have questions about the results. The goal is to ensure they receive accurate, timely answers to questions or concerns they have, or extra work they request that isn’t normally part of the process. To ensure the most accurate answers, we ask customers to email us at [contact@ldrprep.com](mailto:contact@ldrprep.com) which then generates a ticket all staff members can see. The tickets are then assigned to one of the supervisors for the project to mitigate any miscommunications that could occur from having a separate customer service person who doesn’t work on the floor. Tickets of that nature are expected to be responded to by a supervisor within 1-2 business days. If the supervisor cannot answer the question, the ticket is escalated up through management, until it ultimately reaches the CEO if nobody else is able to resolve it.  
+
+Complaints or frequently asked-about issues should be brought to the attention of the Line Lead most closely related to the Points where the problem was caused and the next earliest Point it could be detected so measures can be put in place to prevent, detect, or reduce the need for customers to contact us about the same thing. Likewise, the relevant Line Leads should report that they have been notified about an issue and explain either what they did about it or what resources they need.  
+### Known Errors:
+A customer complains about something and the Line Lead doesn’t know about it. This can cause the Line Lead and their team to think they are doing the job correctly when they really aren’t.
+
+### Mitigation
+The customer tries to contact us in a different way, like WhatsApp or emailing an employee directly, so it does not reach the ticket tracker.
+
+1. Our website explains that contacting our company should always be done by emailing [contact@ldrprep.com](mailto:contact@ldrprep.com) or calling the official line at 513-449-2899 and warns customers that contacting us a different way could cause delays or other issues.  
+2. All employees are required to have a warning about this in their email signature.  
+3. A ticket gets marked resolved but the customer wasn’t actually provided a good solution.
+4. Tickets that are closed without any response are reviewed on a regular basis by executive management.
+5. Tickets have a “how did we do” footer in them, and if a customer clicks that we did a bad or neutral job, it triggers an internal review of the ticket.
+6. Tickets are analyzed by a computerized system regularly to detect emails about the same general topic or complaint. When that system detects several complaints about the same general issue in a month, an internal review of the process is triggered whereby the supervisor over the step where the error occurred is asked to conduct an investigation and submit a report explaining either what changes were made to reduce the failure rate or detailing additional resources needed.  

Processes/QMS Stubs/_INDEX.md

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+This folder is for storing sections of QMS documents that can be used like building blocks in other areas because they are the same.