In the month of February Ducati had to produce 250 bike with carbon parts. There were problems on supplier of mine of carbon parts and arrived pieces only to realize 100 motorcycle. We lost the sale of 150 motorcycles that will be generate a lost of 1.400.000€.
The supplier problems were: breaking the oven (which caused 8 days of a block production) and breking of the waterjet (which caused 3 days of a block production), all at the beginning of the month.
I work immediately to find a new supplier support, but the product is manually processed, and the new supplier will not be able to provide the first pieces before the 06th of March.
I'm really sorry for the big problem, we will charge to the supplier the 75% of the motorcycles incomplete costs, and we will have a 3% discount on supplies of March. Also the supplier will provide the 150 missing kits before the 19th of March.
Finally, the new supplier, will be able to provide production support from the 14th of March.
Making Amends
Summary:
Write an apology letter to a customer