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A thought-provoking post, Nancy, because it highlights an area where we
probably can improve. Our manuals ("the way we've always done it") have
a section that leads the Installation chapter (typically Chapter 5)
titled "Unpacking the machine."
It advises:
Loosen the machine packaging.
Check shipment against delivery note (i.e., packing slip) for
completeness.
Check shipment for transport damage.
Report any transport damage immediately to us.
Beyond that, we have a chapter that identifies the major replacement and
wearing parts and another chapter that lists and illustrates all of the
sub-assemblies. Although our deliverable is increasingly electronic, our
customers typically get at least one hard copy of the manual. It
sometimes ships with the product. Often, however, we send it on ahead by
2-4 weeks, allowing those who wish (or our own start-up and installation
team) some time to review the documentation and prepare training.
FWIW,
Jim
-----Original Message-----
From: techwr-l-bounces+jim -dot- pinkham=voith -dot- com -at- lists -dot- techwr-l -dot- com
[mailto:techwr-l-bounces+jim -dot- pinkham=voith -dot- com -at- lists -dot- techwr-l -dot- com] On
Behalf Of Nancy Allison
Sent: Tuesday, May 25, 2010 3:02 PM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Subject: Lists of Shipped Components
If your company ships physical products, where do you put the checklist
of items they should receive?
I've inherited a project that puts the list in a user manual. On page 10
of a 40-page manual it tells the reader to inspect each item and check
it against a list of standard items (which is printed right there on
page 10).
In the old days of physically bound manuals, that always seemed
especially awkward because the only way you could be reading the manual
was to have opened the box and taken everything out. It seemed unlikely
that the very first thing anyone would do was dive for the manual and
scan it for a list of shipped components . . . people were much more
likely to look at the packing slip and no more.
Nowadays, with manuals shipped as a PDF on a CD, or downloaded from a
web page, I find it even less likely that anyone will have printed and
skimmed the PDF in anticipation of opening the box and checking off its
contents against a list in the User Guide. I still think they'll look at
the packing slip and no more.
My questions are these:
1. Do you include any section in your user guides discussing what to
look for when the customer opens the shipping container?
2. If not, how do you handle the issue of clients checking that they've
received the correct items and that everything looks like it's in good
shape?
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