*これまでの対策の経緯と、今後の対策の予定
これまでの対策は、基本的に後手後手に回ったものでした。
在庫数および出品数は多いものの、お客様から注文が入った際の仕組みが不完全だったと考えています。
不完全１．お客様都合での返品を断ってしまった。
不完全２．商品価格を間違えて出品してしまった。
不完全３．商品を違うお客様に送ってしまった。
不完全４．出品されている商品と、在庫商品の状態に相違があった。
これら仕組みが不完全だったものを、Amazon.comのポリシーに則り、現在は是正済みです。
Rating
56
Translation / English
- Posted at 19 Feb 2013 at 22:05
* Issues identified and action plans
Although we have been aware of the issues, our reaction to improve the situation was not taken fast enough. We believe that our order fulfillment system is not sufficient enough to handle many items and inventory as we are doing now.
Issue#1. We accepted no returns unless the product is faulty.
Issue#2 We listed the price of our merchandise wrong.
Issue#3 We sent our product to a wrong customer.
Issue#4 The data of our inventory and the actual inventory situation did not always match.
We have corrected these inadequate situation in compliance with Amazon.com policy.
takagi0802 likes this translation
Although we have been aware of the issues, our reaction to improve the situation was not taken fast enough. We believe that our order fulfillment system is not sufficient enough to handle many items and inventory as we are doing now.
Issue#1. We accepted no returns unless the product is faulty.
Issue#2 We listed the price of our merchandise wrong.
Issue#3 We sent our product to a wrong customer.
Issue#4 The data of our inventory and the actual inventory situation did not always match.
We have corrected these inadequate situation in compliance with Amazon.com policy.
Rating
52
Translation / English
- Posted at 19 Feb 2013 at 20:28
※Details of our countermeasure so far conducted, and our plan of countermeasure in future.
Our countermeasure was forestalled basically before.
we have many stocks and put many items up.
However,our structure of dealing with buyer's order was incompleteness.
Incompleteness case 1 we deny to sent back our items in buyer's circumstance.
Incompleteness case 2 We set incorrect price items up.
Incompleteness case 3 we sent item to other buyer.
Incompleteness case 4 there is a difference between our stocks status and our set up items status.
Based on Amazon's polcy,now we completed to improve these incompleteness case.
Our countermeasure was forestalled basically before.
we have many stocks and put many items up.
However,our structure of dealing with buyer's order was incompleteness.
Incompleteness case 1 we deny to sent back our items in buyer's circumstance.
Incompleteness case 2 We set incorrect price items up.
Incompleteness case 3 we sent item to other buyer.
Incompleteness case 4 there is a difference between our stocks status and our set up items status.
Based on Amazon's polcy,now we completed to improve these incompleteness case.
対策１．返品を受け付ける仕組みを作り、返品対応可能となりました。
対策２．商品価格のチェックを2重体制にしました。また、商品価格チェック担当者を巡回させます。
対策３．出荷時のチェックを2重体制にしました。出荷までのリードタイムを1日長くします。
対策４．出品リストを全て見直し、在庫商品の状態と相違がある商品をリストから削除しました。（１品）
また、追加の対策として、購入者とのコミュニケーションを迅速丁寧に行なう行動目標を社内に設定しました。
![[deleted user]](https://secure.gravatar.com/avatar/695023b4efd563721d13716b1457bc73.png?d=identicon&mode=crop&r=PG&s=42)
Rating
44
Translation / English
- Posted at 19 Feb 2013 at 23:15
Countermeasure 1. We have established a system to receive returned items, enabling us to deal with returned goods.
Countermeasure 2. We have implemented a double-check system to verify product prices. Also, the person charge of checking prices goes around the premise.
Countermeasure 3. We have established a double check system at the time of shipping. This will add one day to the lead time until shipping.
Countermeasure 4. We have reviewed the entire the product list, eliminating products that are different from ones in stock.
Also, additionally, we have established an internal goal of communicating quickly with our clients.
takagi0802 likes this translation
Countermeasure 2. We have implemented a double-check system to verify product prices. Also, the person charge of checking prices goes around the premise.
Countermeasure 3. We have established a double check system at the time of shipping. This will add one day to the lead time until shipping.
Countermeasure 4. We have reviewed the entire the product list, eliminating products that are different from ones in stock.
Also, additionally, we have established an internal goal of communicating quickly with our clients.
Rating
56
Translation / English
- Posted at 19 Feb 2013 at 22:32
Action 1. We have implemented a system to accept returns.
Action 2. We started double checking our prices. We have assigned our staff to check our prices on regular basis.
Action 3. When we make deliveries we now double check the detail. Therefore our lead time between order receipt and delivery is now one day longer.
Action 4. We have reviewed all of our merchandise information on Amazon, and deleted one item as we found inconsistency with our inventory data.
We also have encouraged all of our staff to communicate with our customers more carefully and efficiently.
Action 2. We started double checking our prices. We have assigned our staff to check our prices on regular basis.
Action 3. When we make deliveries we now double check the detail. Therefore our lead time between order receipt and delivery is now one day longer.
Action 4. We have reviewed all of our merchandise information on Amazon, and deleted one item as we found inconsistency with our inventory data.
We also have encouraged all of our staff to communicate with our customers more carefully and efficiently.
具体的には、購入者の質問などに12時間以内に何らかのリアクションを返すという行動目標です。
上記の対策をスムーズに行うことを、今後の予定としています。
*過去の出品手順と、今後の手順との違い
過去は、出品作業を行なってから、事後チェックを行なうような体制でした。
出品担当者が出品状態をONにしてから、後ほど出品管理担当がチェックするような体制です。
今後は、出品担当者が出品作業をし、出品管理担当が出品状態をONにする。
この体制を、徹底したいと考えております。
Rating
44
Translation / English
- Posted at 19 Feb 2013 at 23:26
More specifically, our goal is to respond to clients’ questions with twelve hours.
We plan to implement the countermeasures above.
The differences between the past steps and the future steps.
In the past, we had a system where products were verified after being displayed.
In other words, after the person in charge placed a product on display, another person would check it.
In the future, the person in charge does this operation and then another person will put a product on diplaying.
We hope to implement this system thoroughly.
takagi0802 likes this translation
We plan to implement the countermeasures above.
The differences between the past steps and the future steps.
In the past, we had a system where products were verified after being displayed.
In other words, after the person in charge placed a product on display, another person would check it.
In the future, the person in charge does this operation and then another person will put a product on diplaying.
We hope to implement this system thoroughly.
Rating
56
Translation / English
- Posted at 19 Feb 2013 at 22:50
From now on we aim to respond to inquiries from our customer within 12 hours.
We are expecting to put the above into our practice soon.
* The difference between previous and current operation
Previously we checked the detail of an item only after we put it on offer listing.
One staff put an item and another staff check the detail afterwards.
From now on we are going to check the detail before we put any items on offer listing.
This will be our rule with no exceptions.
We are expecting to put the above into our practice soon.
* The difference between previous and current operation
Previously we checked the detail of an item only after we put it on offer listing.
One staff put an item and another staff check the detail afterwards.
From now on we are going to check the detail before we put any items on offer listing.
This will be our rule with no exceptions.
このことにより、必然的に二重チェックする体制となります。
*なぜ、問題が発生しないのか？
すべては、トラブルが起きてから後手後手に行動してしまっていた
チェック体制・運営体制にあると考えております。
評価が低い最初のうちは、特に後手後手になってしまったと考えています。
今回、作業担当者の他に、必ず管理＆チェック担当者を置くこととしました。
さらに、購入者サポート担当者も雇い入れ、伝票発行システムも準備しました。
Rating
54
Translation / English
- Posted at 19 Feb 2013 at 23:33
This makes the system conduct double checkups necessarily.
*Why does not a problem occur?
I think that all is in the check system and the administration system which were one step behind after a trouble happened.
We were one step behind particularly at the beginning when the evaluation is low.
We decided to employ the management & check person in charge by all means this time other than the work person in charge.
Furthermore, we hired the buyer support person in charge and prepared for the slip publication system.
takagi0802 likes this translation
*Why does not a problem occur?
I think that all is in the check system and the administration system which were one step behind after a trouble happened.
We were one step behind particularly at the beginning when the evaluation is low.
We decided to employ the management & check person in charge by all means this time other than the work person in charge.
Furthermore, we hired the buyer support person in charge and prepared for the slip publication system.
Rating
56
Translation / English
- Posted at 19 Feb 2013 at 23:40
We now have double check system in place.
* Why trouble is no longer expected?
We believe that our previous operation lacked sufficient check system and our speed to take actions against troubles was not fast enough, especially at the beginning when our feedback rating was low level.
We have now assigned a staff for data checking and management to prevent errors.
We also have hired a new staff for customer support. Invoicing system has been newly established as well.
* Why trouble is no longer expected?
We believe that our previous operation lacked sufficient check system and our speed to take actions against troubles was not fast enough, especially at the beginning when our feedback rating was low level.
We have now assigned a staff for data checking and management to prevent errors.
We also have hired a new staff for customer support. Invoicing system has been newly established as well.
人員だけで考えると、旧体制の３倍の体制で望むつもりです。
出品・出荷・サポート体制に、二重チェックをする仕組みを取り入れました。
問題の発生確率は、著しく低下すると確信しております。
以上が、詳細な改善案です。
販売権限停止の解除をお願いします。
Rating
44
Translation / English
- Posted at 19 Feb 2013 at 22:03
As for personnel, we plan to triple it compared to the old system.
We have implemented a system to double check displaying, shipping, and support.
We believe we can reduce the error rate considerably.
Here are our detailed improvement plan.
Please left restriction on sales privilege.
We have implemented a system to double check displaying, shipping, and support.
We believe we can reduce the error rate considerably.
Here are our detailed improvement plan.
Please left restriction on sales privilege.
Rating
52
Translation / English
- Posted at 19 Feb 2013 at 22:18
As for our staff administration , we will increase three times the number of staff for conducting our business.
We adopt the dibble-check system for setting items up, shipping and supporting.
We confident that the possibility of happening problem will be remarkably low.
this is detail of our improvement plan.
So,Please remove our suspending business.
We adopt the dibble-check system for setting items up, shipping and supporting.
We confident that the possibility of happening problem will be remarkably low.
this is detail of our improvement plan.
So,Please remove our suspending business.
