Cost cutting lead to increased breakage and customer dissatisfaction

I got a phone call from our largest customer that the last delivery contained some broken jars. I apologized and had someone drive over with replacements.

I then asked everyone how this could have happened. The production manager said he wanted to save money and reduced the amount of packaging we were using. I told him what happened and how this wasn’t a good way to save money.  He looked sheepish and said there was 12 more deliveries with less packaging.

I made him ring each customer. We found six more broken jars.