Phase 1: Initial Request CaptureDay 1 - Nov 5
Sarah Chen, Google India Procurement
From: sarah.chen@google.com
Subject: Branded T-Shirts for Team Event
Message: "Hi Roger, we need branded t-shirts for our Bangalore office team building event happening mid-December. Can you help? We're looking at around 1000 pieces. Please send quote ASAP."
After 15-minute call with Sarah:
• Quantity: 1000 t-shirts
• Sizes: S:100, M:300, L:400, XL:150, XXL:50
• Color: Navy blue
• Branding: White Google logo, front chest, screen print
• Delivery Date: December 15, 2024
• Location: Google Bangalore office
• Budget: Max ₹450/unit (₹4.5L total)
• Success Criteria: Quality fabric, accurate sizing, on-time delivery
This is a PROJECT requiring multiple steps:
1. Get logo artwork → 2. Source supplier quotes → 3. Create client quote → 4. Get approval → 5. Order production → 6. Monitor quality → 7. Coordinate delivery
Send acknowledgment
"Hi Sarah, great to hear from you! Confirmed: 1000 navy t-shirts with white Google logo, delivery Dec 15. I'll send detailed quote with mockups by EOD today. Just sent you separate email to get high-res logo files."
Timeline: Nov 5 - Dec 15 (40 days)
Subtasks:
- Week 1 (Nov 5-12): Quote & approval
- Week 2 (Nov 13-19): Supplier selection & sample
- Week 3-5 (Nov 20-Dec 10): Bulk production
- Week 6 (Dec 11-15): Quality check & delivery
Each subtask flows to Phase 2 for prioritization
Phase 2: Quote Creation & ExecutionDay 1-3 - Nov 5-7
Owner: Roger
Deadline: Nov 5, 5pm (EOD)
Estimated time: 2 hours
Dependencies: Need logo files from Sarah
Urgency × Importance
Quadrant: Q1 (Urgent + Important)
Why Urgent: Promised quote by EOD, client waiting
Why Important: ₹4.5L order, strategic client (Google)
Decision: Schedule immediately in today's calendar
Step 1 (30min): Call 3 Tirupur suppliers for quotes
Step 2 (15min): Compare quotes & select supplier
Step 3 (30min): Calculate margins & final pricing
Step 4 (45min): Create mockup with logo (wait for Sarah's files)
Step 5 (30min): Write quote document & send
Buffer: 30min for unexpected issues
2:00pm: Called Supplier A (Tirupur) - ₹280/unit
2:15pm: Called Supplier B (Chennai) - ₹295/unit
2:30pm: Called Supplier C (Tirupur) - ₹275/unit ✓
2:45pm: Selected Supplier C (best price + quality)
3:00pm: Pricing: Cost ₹275 + 35% margin = ₹371/unit
3:15pm: BLOCKER - Waiting for logo files from Sarah
3:20pm: WhatsApp to Sarah: "Need logo files to complete mockup"
4:30pm: Logo files received, creating mockup
5:15pm: Quote completed, proofread, sent to Sarah
Quote Details:
• Product: Premium cotton t-shirts, 180 GSM
• Quantity: 1000 (size breakdown provided)
• Unit Price: ₹371
• Total: ₹3,71,000 (within ₹4.5L budget)
• Mockup: 3 design variations attached
• Timeline: 40 days (delivery by Dec 14)
• Payment: 50% advance, 50% on delivery
Actions:
✓ Email sent to Sarah
✓ Logged in Zoho CRM
✓ Follow-up reminder: Nov 7 (2 days)
✓ Supplier quote saved in Drive
Phase 3: Client Approval & ProductionDay 3-35 - Nov 7-Dec 10
Nov 7: Sarah approves quote, selects mockup design 2
Nov 8: Generate purchase order, send to Google for signature
Nov 11: PO signed, receive 50% advance (₹1,85,500)
Nov 12: Place order with Supplier C
Attendees: Sarah Chen, Roger Fernando
Purpose: Finalize design, review sample, confirm sizes
Brought: 5 fabric samples, approved mockup, size chart
Agenda:
• 15min: Review physical t-shirt sample
• 20min: Confirm logo placement & size
• 15min: Review size distribution for 1000 employees
• 10min: Confirm delivery logistics & contact
Outcome: Sarah approves sample, production green light
Next: Bulk production starts Nov 20
Task: Monitor Google t-shirt bulk production
Responsibilities:
• Weekly supplier check-ins (every Tuesday)
• Request production progress photos
• Flag any delays immediately
• Quality checkpoint at 50% completion (Nov 30)
Reporting: Email update every Friday
Escalation: Any delay > 2 days, quality concerns
Issue Discovered: Priya reports 200 t-shirts have incorrect logo color (light blue instead of white)
Impact:
• Event in 10 days (Dec 15)
• 20% of order defective
• Client trust at risk
Financial Risk: ₹4.5L order + ₹50L annual contract
Priority: Q1 - Urgent + Important (CRITICAL)
Delegate to Priya: Coordinate replacement production
Handle personally: Client communication & relationship
"URGENT: 200 t-shirts wrong color. Event Dec 15.
Actions:
• Call Supplier C immediately, demand replacement
• Negotiate air freight if needed (approved ₹25,000)
• Get daily production photos
• Replacement must arrive by Dec 13
Budget: ₹90,000 approved (replacement + shipping)
Check-in: Every 2 hours until resolved"
Situation: Sarah escalated to director, wants immediate call
Actions taken:
1. Called immediately, apologized
2. Explained root cause (supplier quality lapse)
3. Presented solution: 200 replacement + 800 good units delivered separately
4. Committed to Dec 13 replacement delivery (2 days before event)
5. Offered 10% discount (₹37,100) as service recovery
6. Scheduled Dec 16 in-person visit for feedback
Outcome: Director satisfied, relationship preserved
Phase 4: Delivery & ReviewDay 35-40 - Dec 11-16
Dec 11: 800 good units arrive at warehouse
Dec 11: Quality check by Priya (2% defect rate, acceptable)
Dec 12: Pack 800 units, courier to Google
Dec 12: 200 replacement units arrive (air freight)
Dec 13: Quality check 200 units, courier to Google
Dec 14: All 1000 t-shirts delivered to Google Bangalore
Dec 15: Sarah confirms receipt, event successful
Dec 16: Roger visits Google, collects feedback
What went well:
• Quick initial response (quote same day)
• Crisis management effective (relationship saved)
• Delegation to Priya worked well
• On-time delivery despite crisis
What went wrong:
• Supplier quality control failure
• Should have done 100% quality check earlier
• Cost overrun: ₹90,000 for replacement
Lessons learned:
• Implement mandatory sample approval before bulk
• Quality checks at 25%, 50%, 100% completion
• Build 3-day buffer in all timelines
• Evaluate backup suppliers
Final outcome:
• Revenue: ₹3,33,900 (after 10% discount)
• Profit: ₹33,900 (lower than expected due to crisis)
• Client satisfaction: 8/10 (despite crisis)
• Relationship: Preserved, order pipeline intact
Document: "T-Shirt Order Process v2.0"
New Requirements:
1. Mandatory pre-production sample approval
2. Quality checkpoints: 25%, 50%, 100%
3. Photo documentation at each checkpoint
4. Minimum 3-day delivery buffer for all orders
5. Backup supplier identified for critical orders
6. Crisis communication protocol documented
Applied to: All future apparel orders > ₹2L
✓ Final invoice sent to Google (Dec 17)
✓ Payment received (Dec 30)
✓ All documents archived in Drive > Clients > Google > 2024
✓ Supplier evaluation completed (C rating due to defect)
✓ CRM updated with lessons learned
✓ Thank you gift sent to Sarah (Jan 5)
Next: Google has requested quote for Q1 2025 order (500 hoodies)