The Situation: Immature processes and tools
- Lack of incident tracking: No comprehensive incident tracking tool within a mobile workforce of nearly 900 employees.
- Manual processes: Manual data entry and report creation were time-consuming and resource-intensive.
- Lack of standardization: The absence of standardized incident reporting led to inconsistencies and data integrity issues.
The Director of Loss Prevention and Compliance at this leading Canadian supply chain operations company wasn’t merely dealing with occasional mishaps. He was trying to find a system to comprehensively track, measure, and derive value from these incidents.
“It wasn’t so much, ‘Bad things are happening’ — bad things always happen. But how do we track all the bad things happening and put value behind it?”
The pursuit of answers, data, and numbers began as a very manual process for the Director. “It takes up a lot of my time to create graphs and charts from work that I have to input manually.” He found himself creating all of the company’s incident reports. With no central reporting mechanism, staff would come to him to explain and log incidents.
The lack of standardization in reporting also presented challenges. “You have one person submit a form from 10 years ago, and another person submitted a form that I created, and somebody submitted a form that they accidentally edited, and nothing was standardized.”
In addition to internal challenges, the Director needed to consider the big picture. With so many items being shipped across the country, incidents of theft, damage, or other nefarious activities are expected. However, these incidents can create problems for an entire ecosystem, from the supply chain business to its customers and even to its customers’ communities. “You want to make sure you’re giving law enforcement a package they can work with. We need to support our community, especially the police, in closing their stats.” He knew a more comprehensive solution for evidence tracking would help simplify cooperation with public safety authorities and help the company’s corporate responsibility ethos.