wrong kit ordered , customer frustrated
No quote from panel supplier resulted in a different panel being ordered which delayed the works , customer frustrated , new panel was incorrect, wrong guide rails also sourced , customer frustrated as works not completed , return visit foc required and potentially stuck with a panel in stock that wont be used
Coach Sean on sales/quoting expectations; require firm supplier quotes for panel items before quoting customers; if errors occur, accept cost rather than cut corners.
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Informal supplier pricing and lack of required firm supplier quotations before issuing customer quotes; sales/estimating practice gaps.
Introduce mandatory supplier quote evidence for high-risk items and margin checks on panel quotes.
Immediate coaching planned; effectiveness to be measured by reduction in incorrect kit orders and return visits.
Builds an evidence-based review from this NCL, status history, related NCLs, and relevant communications. The report is stored here and emailed to Luke, Rob and Michelle.
Use this panel for all status changes. Main edit form does not change status.
| From | To | Changed At | By | Note |
|---|---|---|---|---|
| Initial | In Review | 2026-06-01 07:09:31 | management review | Transcript summary: Wrong panel ordered due to an informal 'finger in the air' supplier price estimate and subsequent attempt to source cheaper alternative panel; resulted in return visit and customer frustration. Sean to be briefed on correct quoting/ordering process; Michelle to follow up with sales training. Root cause check: strong - Directly attributable to quoting/ordering behaviour; corrective education and process changes are appropriate. |
| - | Initial | 2026-04-17 06:39:39 | anonymous | - |