Thinking Outside the Box

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I had been given some details regarding a shipment containing Human Bone tissue. It had to be delivered by 08:00 the next day or the patient might lose their leg. I knew this was on its way but didn’t have an AWB # and I had to sort through the systems to locate it. I obtained copies of the customs paperwork and contacted Stansted Pre-Flight team to ensure the shipment pre-cleared customs.

I arranged for a private courier company to pick-up from Stansted and deliver to the hospital. There was also the risk the shipment would be selected for inspection by HM Customs so I contacted Stansted service agents who agreed to monitor the progress. I then set in place a procedure so that if the shipment was stopped, Stansted managers would rearrange delivery to ensure the tissue was delivered in time for the operation. I also ensured the hospital was kept updated at all times.

The best part was receiving an e-mail from the hospital confirming the tissue had arrived in time and the operation was a complete success. The patient could have lost a leg if we had failed. The most challenging aspect was ensuring the process I put in place would work when the shipment arrived and enlisting the help of the right people as I wouldn’t be able to do anything myself over night. Arran Wheeler and Paul Giles at Stansted were a great help, as was Rob at Speed Couriers.

Ensuring customers receive excellent support at all times is very important to me. It means thinking outside the box for the best possible solution to any issue. I believe it is what separates FedEx from the rest. My name is Pauline Billingham and I am FedEx.

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