Hollowell service exception action sheet, week of Sep 21
Hollowell service exception action sheet, week of Sep 21
Owner: Priyanka Raghunathan. Updated Oct 1, 2026.
What happened in the week
Every late pickup, late delivery and missed appointment on Hollowell Paper Products loads in the week of September 21, 2026, tied to one owner and one next action, so each plant hears one update from Quartzline Freight and not two. Prepared by the Quartzline operator on shift for the Hollowell plant shipping leads and for Bettina Kowalczyk, Transportation manager at Hollowell. Priyanka Raghunathan, Operations manager, decides the routing action on each open exception. Marcus Ellery, Key account manager, is the only person who approves an update to the shipper. Issued Thursday, October 1, 2026, from records checked on Monday, September 28, 2026.
Quartzline moved 312 Hollowell loads in the week of September 21, and 23 of them had a service exception. Carriers, drivers and plant staff reported them. Late pickups are the largest group by far, with 14 of the 23.
| Exception type | Count | Share of the 23 |
|---|---|---|
| Late pickup | 14 | 61 percent |
| Late delivery | 7 | 30 percent |
| Missed appointment | 2 | 9 percent |
| Total | 23 | 100 percent |
The shares are rounded to the nearest percent from the counts in the table.
Who owned each exception, and how fast
An exception is owned when one named Quartzline person has accepted it and written the next action. The target is an owner within one hour of the report. Nineteen of the 23 met it.
Exceptions with an owner within an hour: 19 of 23
Open exceptions and the next action
Four of the open exceptions are the four that produced conflicting updates. Priyanka Raghunathan owns each one. The last column shows what the plant received and what happens next.
| Exception | Load | Plant or lane | Status | Next action | Update to the plant |
|---|---|---|---|---|---|
| Late pickup at the north plant | QF-32204 | North plant | Review the exception owners and the update rule with the night shift on Oct 7 | Two updates from two people, from different information | |
| Late pickup at the other plant | QF-32219 | Other plant | Review the update rule with the night shift on Oct 7 | Routing action decided by Priyanka; Marcus approves the next update | |
| Late delivery to a customer site | QF-32240 | Other plant to customer lane 6 | Send one approved status through Marcus | The carrier ETA changed twice and each change went out as a separate message | |
| Missed appointment at the north plant | QF-32266 | North plant | Decide the routing action and send one approved status | Priyanka is deciding whether the load is rebooked or rerouted |
Four conflicting updates went to the plant
In the week of Sep 21, four exceptions produced conflicting updates to the shipper from two Quartzline people. The night operator and the account team both answered the plant, from different information, because the exception had no single status. The plant leads had to decide which message to trust. Until the rule is reviewed with the night shift on Oct 7, only Marcus Ellery approves an update to the plant.
The single-voice rule
The life of an exception
Each exception moves in one direction. It is not resolved until the plant has the approved status and the operational task is done.
| State | What it means | Who moves it on |
|---|---|---|
| Logged | The exception is reported by a carrier, a driver or the plant | The operator on shift |
| Owned | One named Quartzline person has accepted it and written the next action, within one hour | The named owner |
| Updated | One approved status has gone to the plant | Marcus Ellery approves the status |
| Resolved | The operational task is done and the plant has been told | The owner closes it |
| Back to Owned | A new fact changes the plan, so the exception gets a new approved status | The owner, then Marcus Ellery |
An exception that returns from Updated to Owned gets a new approved status. It never gets a second status from a second person.
What Priyanka decided
The plant should never have to ask which of us is right. One status, one name behind it, and the next step written next to it.
If the update does not arrive
The plant shipping lead can escalate when an exception has no approved status after the times below.
Demo client portal. Quartzline Freight, Hollowell Paper Products, the people, plants, loads and every figure are fictional sample data. Built on FuseBase.