LDRDocs/Processes/Line-head Checkin.md

Line-head checkin is a work method intended for use with returned items where each package will be the entire contents of the order. It uses a stream-lined method to associate the tracking number and items with an order if they aren't already.

Getting to the tool and setting it up

! !

Setup

! Pay careful attention to the settings on the right side of the page.

1. Make sure the Mode is set to Line Head Checkin.
2. Make sure the area circled in red in the picture above is set to the correct category for the type of items being checked in.
3. Make sure the area circled in lime is set to the location of the line being used.

Getting started and using it

Scan a tracking number in the input box. If the box is already associated with an order, the screen will pop up a box explaining that.

If it's not associated with an order, use the provided search box to search for the last 4-5 significant digits of an order ID you can find on the package. This should display a list of expected orders.

Compare the package you have and it's contents to the expected orders, and select the correct one.

! Once you select an order, you will see a page like this. This is the same page that will pop up if the package was already associated with an order.

Identify each item in the order and give it an item number. Scan each of them into this page. Once you're finished, press Confirm Order. Then, pass the item(s) down the line to the next step in the process.

This process accomplishes the following:

1. The package is checked in.
2. The item(s) are checked in
3. The items are all set to the appropriate category and location.

Corner cases and side issues

This tools is meant to be very fast for certain kinds of workloads. In particular, these kinds of projects:

1. 3-day
2. Danish / jackets
3. X-trem Global

However, you will notice there are several things the tool doesn't let you do. You will most likely notice it doesn't print ALCs or allow charging for bags. With experience, you may also notice there are some orders that do exist but won't appear in the tool. This is not a bug. It is by design.

Any thing that does not seem to work in this page is intended to be sidelined or passed on to the next person. This next section tries to explain that in terms of the jacket inspections.

Explained in terms of jacket inspections

This is flat-out a faster way to match packages to orders, which is one of the slowest parts about checkin in consumer returns like jackets.

Work such as carefully confirming the correct SKU or size of jacket, or determing whether the jacket needs repackaged doesn't really fit in the workflow for checkin. It makes more sense to do those things at the inspection step.

So when using this for jackets, the correct workflow is as follows:

1. The Line Head speeds through checkin this way. They do bag products if the product is missing a bag, but they don't worry about replacing packaging, messed up zippers, or anything like that.
2. The Line Head is only concerned about whether the item included passes a basic smell test that it's at least the correct type of item. No more than 5-10 seconds should be spent trying to identify the item. If it's not the correct type of item, the Line Head should sideline it, along with it's original shipping box.
3. The items are fed down the line to inspectors. It is the inspectors who worry about charging for bags and double-checking the SKU. If the inspectors notice the item is not the correct SKU, they are to mark it "Customer Service Needed", succintly explain the issue in the notes, and then move on to the next item.

Using this method, the Line Head is expected to be able to reach an RPH in excess of $60/hour. In basic testing the RPH achieved was $81.57/hour. That translates to checking in about 35+ items in an hour.

Why this process

This process is designed to extremely fast, while simple to do. The reason should be partly obvious (we all like money). Second, this is actually intended for a supervisor to do even though it's very simple.

The reasons are as follows:

A supervisor is expected to be interrupted or distracted periodically by situations as they arise. That also means they may need to leave the area of the line for periods of time throughout the day. With this process being so fast and streamlined, it enables the supervisor to do that. It also enables the supervisor to easily have someone else step in for them, since teaching the process shouldn't take more than a couple minutes for an employee who's already familiar with returns processing.