1. Stuart Ward Team A
John Lewis Didsbury Contact Centre:
Damaged Goods Research Project
Aim
FollowingarecentvisittoStanleyGreenService Building,the sheervolume of returnedI.T.S.goods
storedindefinitelyinthe HighBaywas staggeringtosee.StanleyGreenisone of the smallerService
Buildingswithinthe partnershipwithJohnLewislosesmillionseveryyearthroughthisdamaged
stock unable tobe soldon.
Withthe partnershipcurrentlylookingintowaysof shiftingthisI.T.S.stockfromover-crowded
Service Buildings,Iaimtorun a short researchprojectlookingintothe volume of damageditemcalls
receivedbydeliveryenquiryteams,specificallythe ratioof returneditemsagainstthose whoaccept
damage allowance offeredbypartners.
Objectives
 Acquire the assistance of the deliveryenquiriesteamandprovide themwith tallycharts(see
example below)tofill outweekly. The teamswillneedtofollow the processmapscorrectlyin
orderfor thisresearchto be valid.
 Anyspecificexamplesof instanceswherethe damage allowance limitationsare inadequate will
be notedto forma firmbasisforthisproject.
 Gather all the tallydata to produce tabulatedandgraphical results (seeexamplebelow).
 FeedbackresultstoLine Manager, whichwill includeaconclusive statementonthe
effectivenessof the currentlyprocessbasedonresultsaswell asthe viewsof the delivery
enquiriesteams.
Methodology
Example of tallytable
Damaged
goods calls
Monday Tuesday Wednesday Thursday Friday Saturday
Accept
Allowance
IIIIII II III
Want
replacement
IIIIIIII I IIII IIII I
Request
Repair
I

2. Stuart Ward Team A
Graph example of ITSresults.
0
2
4
6
8
10
12
Monday Tuesday Wednesday Thursday Friday Saturday
Allowance
Replacement
Repair