Failure Reporting

What Is Failure Reporting?

Failure reporting is a systematic way for delivery teams to log orders that did not reach the customer. Instead of just marking a stop as "failed," this process asks "why?" By recording the specific cause of the issue, businesses can track trends and fix the root of the problem.

In the world of logistics, a missed delivery is costly. It wastes fuel, time, and driver effort. Simply knowing that a failure happened isn't enough. You need failure data to understand the story behind the numbers. This is where a robust reporting system steps in. It acts as a feedback loop, ensuring that every error is logged, analyzed, and addressed.

The Role of Failure Codes

At the heart of this system are failure codes. These are pre-set reasons that a driver can select when a delivery cannot be completed.

Common examples include:

• Customer not home
• Gate locked / No access
• Wrong address
• Damaged package
• Customer refused delivery

By using standardized codes, you prevent vague notes like "couldn't do it." Instead, you get clear, consistent data. This allows fleet managers to analyze failure patterns across different routes, drivers, or regions. If one area has a high failure rate due to "Gate locked," you know you need to update access codes or contact customers beforehand.

Applying FRACAS Methodologies to Logistics

While often used in engineering for machinery, FRACAS methodologies (Failure Reporting, Analysis, and Corrective Action System) are perfect for delivery operations.

Implementing a FRACAS mindset means you don't just fix the immediate problem; you build a system to prevent it from coming back. It turns a chaotic delivery operation into a closed loop process.

Here is how the FRACAS process works in a delivery context:

1. Failure Reporting

The driver logs the issue using failure codes. This captures the failure modes (the specific ways things go wrong) right at the source. For example, a driver marks a package as "Product Damaged."

2. Analysis

Managers review the reports. They perform a root cause analysis to see why the damage occurred. Was it bad packaging? Poor loading? A rough road? This step moves beyond the "what" to find the "why."

3. Corrective Actions

Once the cause is found, you start implementing corrective actions. If packaging was the issue, you switch materials. If it was a loading error, you train the warehouse team. This is the analysis and corrective action phase that actually changes outcomes.

4. Close the Loop

You monitor the results to ensure the fix worked. This helps you close the loop and prevent future errors.

Key Features of a Reporting System

A good failure reporting tool is simple for the driver but powerful for the manager. It should offer tracking at different levels.

Product-Level Failures

Sometimes, only part of an order fails. A driver might deliver three boxes but find the fourth one damaged. Users can mark individual items as undelivered while the rest are successful. This changes the status to "Partially Successful" and keeps inventory records accurate.

Package-Level Failures

This applies when an entire parcel is missing or rejected. The driver marks the whole unit as failed and assigns a code. This granular tracking helps improve reliability by pinpointing exactly where the chain broke.

Custom Failure Codes

Every business is different. A pharmacy courier faces different common failure reasons than a furniture removalist. Custom codes allow businesses to track the issues that matter most to them.

Why Reporting Matters

Using a corrective action system FRACAS approach in logistics does more than just organize data. It transforms operations.

• Improves Accountability: There is no guessing. You have a clear record of what happened and when.
• Enhances Operational Insights: Reporting analysis and corrective steps let you see trends. If Fridays have high failure rates, you can adjust staffing or route planning.
• Boosts Trust: Customers appreciate transparency. When you know exactly why a delay happened, you can communicate clearly.
• Simplifies Resolution: With detailed failure reporting analysis, customer service teams can solve disputes faster.

How Geo2 Approaches Failure Reporting

Geo2 keeps it simple for the driver while giving managers the deep data they need. Drivers can easily de-select undelivered items and input actions to prevent confusion later.

• Driver-Friendly Inputs: Drivers quickly select reasons and quantities without slowing down.
• Visual Tracking: The system updates proof of delivery (POD) status automatically.
• Clear Indicators: Managers see at a glance which orders were Successful, Failed, or Partially Successful.

By focusing on clear data and implementing corrective actions, delivery teams can stop repeating the same mistakes and start running smoother routes.