Product packaging issues affecting print media (magazine) distribution in Victoria is a report written by Mark Thomas of Loadrunner transport. Mark worked with 1st Fleet and then with Zip Couriers handling magazine distribution. His report documents issues and challenges which demand attention, issues which were first raised a year ago.
I am grateful to Mark for his permission to publish his report here for people to read. The report eloquently covers challenges which frustrate newsagents and many others which I am sure are new to us, challenges which impact on the magazine product consumers are presented with in newsagencies. Mark’s passion for customer service is evident in his words.
In general there is still much that can be done to improve quality of service, delivery standards and to reduce the number of human related errors. A large number of parcels are still packaged with inadequate, insufficient or inappropriate strapping that directly contribute to product loss, damage to stock and numerous other problems.
I feel it is necessary to identify a number of problems that require urgent attention and strongly believe if the below issues are examined in a responsible and professional manner, that many of the current problems associated with magazine deliveries could be avoided entirely.
If magazine distributors are serious about improving the quality of service then may I suggest that there is a great deal that requires attention in their own backyard. The contractors and drivers responsible for delivering stock into stores are not always at fault, and there are far more productive measures that can (and should) be introduced apart from wrongly directing blame for any problem encountered.
Unfortunately, Mark’s complaints last year fell on deaf ears. Rather than listen to the message, those who should care shot the messenger.
The breakdown of issues by title ought to be of particular interest to the publishers of the titles listed. Remember, this is from a transport operator trying to do the best for publishers, to deliver their product in a merchantable form.
I am suprised that there are no comments on this very important issue, after reading the document it gives a different perspective on how magazines are treated and that the condition of some products on arrival should not be solely directed at Delivery Drivers. A very honest account by Mr Thomas that Distribution Centres should take note and implement some small changes that will make a big difference.
I personally have saved a copy for myself, hopefully I will not need it to use in the future.
In saying that its not at all a one way street and I am of the view that if Delivery Drivers, the Distribution side and Newsagents delivery points are changed / upgraded in just a couple of areas one would think the supply chain would operate a lot smoother, be less costly and be less frustrating for all.
A quick summary that could make a difference if Distributors, Delivery Drivers and Newsagents made a few minor changes for our customers are.
Distribution centre
Undercover for all sorting and all loading.
Plastic wrap all bundles.
Dont use strapping for partworks and for freebees added to the top of magazines, customers turn off when they see something that looks like its second hand.
NDD needs to sort out their inadequate consignment labelling format.
Delivery Drivers
A waterproof vehicle.
Accountability.
Design system where each Newsagents consignment does not shift during run. Its all about attitude and pride in ones work.
Newsagents
Provide a secure, easy, safe, clean with good lighting for your drop off point.
Offer your delivery driver a drink!
I am sure it could be summarised better.
it’s about time somebody spoke up about these issues! The distributors have had it too good for too long! Hopefully this will open a few people’s eyes. Good work Mark, it would have taken you ages to type that.
I am often surprised the blog posts people comment and do not comment on. Derek I share your surprise at the lack of comment on this post. What Mark Thomas has put together is invaluable and I am pleased to be able to share it with newsagents through this place. I hope newsagents demand that their associations thoroughly digest the document and commit to taking the issues up with magazine distributors and then follow through on action.
Mark
I have long requested that parcels delivered to the newsagent be given the same “rules” as those the newsagent must follow in order to receive his/her returns. If all bulks were numbered 1/2 2/2 3/2 etc 90% of the problems would be solved. The days when we receive a bulk or more short are just about every
delivery and if just this small change were
brought about it would solve the bulk issue almost instantaneously.
I remember suggesting to Fairfax that the
Age on Saturday (which is delivered in 2 parts) should have a different coloured poster on the second section so that we did not constantly receive too many 2nd parts and not enough 1st parts.
It was implemented and we have reduced the problems significantly. The second part of the age comes with a yellow poster and it is easily identifiable from the
first (white).
These are small things which would go a long way to rectifying the huge amount of
logistics problems which newsagents endure.
I am surprised there are not more comments on this issue. THIS IS SOMETHING THAT AFFECTS ALL MAGAZINE RETAILERS.
Publishers and distributors need to take immediate action to ensure these important issues are addressed.
I would be particularly interested to know what some of the major supermarket chains think about this.
Mr Thomas should be commended for this clear and concise report. I am at a loss as to why the people at Zip Express and 1st-Fleet did not find this information worth paying attention to.
Why do cans of soft drink and packets of potato chips that cost less than a dollar have better packaging than premium magazine titles that can cost up to ten dollars each?
How many cans of Coke are damaged on the way to 7-Eleven?
How many cartons of milk are destroyed before they make it the local shop?
How many loaves of bread are ruined en-route to supermarkets?
How much of the fresh produce sold at the local grocer arrives unsellable?
Simple answer… not much! I don’t understand why we continue to put up with this? This has been going on for too long, it’s about time publishers and distributors lifted their game.
I too have had similar dealings with arrogant management employees at 1stFleet Print Media and Zip Express after trying to draw attention toproblems. The management team at these companies changes every couple ofmonths and the same mistakes are repeated over and over again. The suppliersrely on the inexperience and lack of knowledge of these people to manipulateevery aspect of operations. If management employees at Zip Express and 1st-Fleet are too arrogant andlazy to listen to their own contractors it is no wonder there have been so many problems in the past few years.
I work in a supermarket and problems are always experienced with magazines.
The way bundles are strapped and labelled is terrible. The bulk for TV Week, Womans Day, New Idea, Womens Weekly, Better Homes & Gardens, Cleo, Cosmopolitan and many, many others fall apart when they are picked up or are broken and damaged when they arrive.
I don’t understand how magazine publishers can allow product to be sent out with nothing but a thin layer of shrink wrap or strapping that breaks when you pick it up.
I for one am tired of having to put stock out on display with dog eared pages and torn covers. It’s unappealing to customers and affects sales. Nobody wants to buy a magazine that looks like it’s been run over by a car, that goes against what the whole magazine experience is all about!
I know that our delivery driver does his best and treats our deliveries with care but I can see how unnecessarily difficult the job is made and some of the absurd things that occur on a daily basis.
Last month, I called one of the distributors (for the third time) to reduce the amount of copies we received for a particular title from 340 to 120. The next delivery we received another 200 copies of the same title and the driver told me that he had got into trouble from the people at Zip and nearly lost his job because someone at the distributors stuffed up and reported that they had been short delivered. Apparently this was not the first time either and things like this happen all the time.
If we ran our store and treated our staff the same way I am certain that we would be out of business in about a week.
Enjoyed all posts. A big inconvenient issues for Distributors and Newsagents. Both will benifit is some small changes happen. If you read this Mark, how do we email a link to the people in charge of The Three Distributors and Newspaper Distributors, so that they can see that these problems can be addressed without much money spent, just some new positive attitude and committment to its customers by its employees and contractors.
I would like to see minimal standard procedure developed for Distribution centres and for Delivery Drivers:
from the Distribution side
Clear Consigments notes (NDD), Sealed packing & wrapping of product, (Attached freebies should not be strapped) and a summary list included of exactly what you are receiving from each distributor.
from the Delivery side
Accountability-Accountability-Accountability-Accountability-Accountability: on ensuring correct delivery.
Way to many stuff ups because some delivery drivers are not willing to segragate drops hence load shifting occurs.
Each truck should have lighting in the back to identify correct drop.
Water proof delivery vehicle, just like when Newsagents outlay thousands for equipment to serve its customers, water proofing is essential, there are watertight portable tarps and curtains out their, they should be mandatory. this includes Newspaper delivery drivers.
Auditing should be carried out to ensure these are happenning and operational.
Have a feedback delivery process if necessary for Newsagents.
Always the same story, blame the driver. Nevermind the dysfunctional working environment contractors have to put up with. After seeing the disorganised state of affairs at the Laverton warehouse I find it amazing that any stock actually gets delivered correctly at all.
– BM
Until they had a change in management a couple of years ago, I actually enjoyed working for Zip Couriers.
Change in management brought in an attitude of disdain regarding drivers. We were taken for granted, expected to do extra work for no additional pay.
You can read my blog http://aftermyheartattack.blogspot.com/ to see how Zip looked after me following my heart attack whilst working for the company. Not at all surprised if there is customer and/or driver/subcontractor disatisfaction with Zip Express Couriers/1st Fleet if the way I was treated as a sub-contractor for the company is any indication. Dani.