Notes

The software we use on the scheduler gives us the facility to attach notes to individual orders. When the software was first installed we were told the idea behind this was so that we could leave notes relating to certain orders for the next person who was taking over so that they would know what was going on. In practice, however, there is usually at least a short overlap between shifts so we can just tell the next person directly. Even if there isn't we have a book in which we make notes about things which we would be more inclined to use anyway as it's harder to miss a note left in there than it is one attached to an order on the screen.

For the most part we therefore don't use the notes facility much at all. It normally only gets used when an order is not going to be ready on time to allow us to provide an explanation. If it's just because the order is late and there's no real reason other than volume of work/customer taking all your time elsewhere then there's no need to leave a note on the order. However, if the order is going to be late due to something we can't control, normally an equipment breakdown of some description or one of the kiosks taking far too long to process and send an order, then we will note that reason with each order. This can be a time consuming process unless you make copy and paste your friend. We also use it to note when a customer has placed an order and left without paying for it as this will usually result in the order being late since we don't print it until we've been paid.

We were under the impression that these notes would be recorded along with the order number when it was added to the not processed on time report and thus would be sent with that report when it's uploaded to wherever it goes every week. That would mean that the people who have to read those reports would know that there were a large number of orders late that week because the machine was broken and not because we we're just a bit rubbish. However, we recently found out that this isn't actually the case and any notes we make will only be seen by the people who use the scheduler. This has led to some rather more interesting notes being added to orders such as the ones below:

• Order will be late because customer thinks that we can process and burn 10 CDs in an hour.
  
• Order late due to rubbish equipment that's not fit for purpose. (This was one of mine when the middle kiosk took almost an hour to process and send an average sized order and when I still thought that someone else actually read them.)
• Order late because [detailed description of problem with the printer]. Yawn... (I get the feeling whoever did this one was rather bored.)
• Order late because customer ordered one hour service despite large sign on kiosk saying 24 hour service only.
• Yet another customer who is blind or can't read. Ordered one hour service when sign clearly states 24 hour only.
• Despite large neatly typed sign on all kiosks stating that all orders were subject to delay and to order using the 24 hour service customer ordered 1 hour service. Order will be late.
  
• Customer claimed not to see half a sheet of A4 taped to the machine saying 24 hour service only. Seems even bigger text doesn't help.
• This customer will come back in one hour despite ordering 24 hour service. This is a regular occurrence - do not give them this order today!
• Now who needs 5 CDs?
• Took me bloody ages to get this customer's details.
• First order in over an hour!
• Customer hasn't paid despite being told that they need to pay before they go!
  

These are more amusing to read if not entirely professional. However, it's not like anyone else will get to see them and we never go as far as writing "customer is a balding imbecile" or anything of that nature. It all helps to pass the time and gives other people something to read.