Weekly report: week 3 of the internship

This week was all about the customers of the company. I learned something about the customer complaint process and the customers’ orders.
The customers complaint process is very similar to the process in the Netherlands. When a complaint comes in, they record it even it is not justified. Just so they can keep track of how many times the same or similar complaint comes in. If one comes in a lot it will show and they can talk about it to see if it would be better to solve the problem. They look at the money they need to spend to fix the problem and the improvement it will give them. If the money to be spend is more than the improvement they will leave it like it is.
When a customer places a order they send the PDF-file, so that the prepress can check if everything is of the right quality. If there is something wrong for example the quality needs to be improved they report it to the sales person. The sales person checks what the customer wants to do with it, if they would like to leave it this way or improve it and then they can send a quotation. When they get the confirmation they check if everything from the quotation matches the confirmation and then the prepress sends it to the plate presses. They print the plates for the printing presses. Also the order is put into the system, so that they know on which date it needs to be shipped. Every day they have a small meeting to talk about the progress of all the jobs. If a job cannot meet the set deadline they report it to the customer and they change the date in the system.
At the end of this week there was also an accident with one of the trucks that needed to deliver printings. The accident involved fire and all the printings were burned. Now they need to print them again and this will cost them money, because they have no insurance. It would cost them more to insure the goods while transported. This is only the second time this has happened, so that is why they chose to not get the insurance. Now they need to stop a job that is really big to redo this job, because it needs to be printed and shipped as soon as possible. This is not a problem for them, because when they get local orders they also need to stop a big job. It is because the local customers expect when they send a file that it is finished as soon as possible possibly the next day.