The ten services behind a delivered order
A merch order is not one transaction. It is design, production, inspection, storage and delivery, each handled by a named team. These ten pages describe what each service covers and what a buyer can expect from it.
Service levels, stated rather than implied
A quote goes out within 24 business hours of the brief arriving, a sample within 5 to 8 working days, and mass production 7 to 10 working days after the pre-production sample is signed off. Account management adds a weekly status email on active orders, a monthly review call on the next 90 days and a quarterly business review against spend, ESG scorecard and supplier performance.
Escalation is defined as well. A problem moves from the account manager to the operations director and then to the managing director, with a response SLA of four business hours. Quality control and inspection covers the checks between the production line and the pallet, and vendor management covers how a production partner is selected, scored and replaced.
Ten services
Ask about the service that is causing your delay, with the order details, and we will tell you what normally happens.
Ask about a service
Name the service and the order. We will explain the step, the owner and the time it normally takes.