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Moving and Service Levels

Moving:

We are moving the PA workshop out of the residential house we have been using and into commercial space (not retail) in Wayne, PA (same town). We have been shopping for space for the last few weeks and signed a lease just last week. We got the tentative move in date yesterday. Why the move? Its a combination of factors, the most important of which is that it will give us the opportunity to hire some help. Working out of this house and having employees come here is frankly just too hard for employees to get to. The space still won’t be open to the public but down the road this space might afford us the opportunity to hold events. So we’ll see.

You could be wondering, although I don’t see why, the reason we would choose to move now. The primary reason is that we are currently in between projects. The Nassaus are winding down and the Project GMT is just starting up. In addition the Paradive and the Fulcrums cases are not expected until February. So this turns out to be as good a time as we are going to get to tempt Murphy’s Law and move. Well if I get time I will try to post some pics of the old shop while we are in transition.

Service Levels: Communication and shipments

I think we have made good strides in communication in the last 12 months but I have to apologize for us having fallen off the wagon these last few weeks. Everyone seemed to be getting sick in one capacity or another except myself, resulting in the effect that it was like I was working by myself again so emails piled up. Then the holidays ran riot all over our normal routine. To be frank I doubt the situation will improve until February as we get set to move. The relocation entails moving equipment and computers as well as transferring our Internet service. At this point I do not know what kind of communication black out will result in the simple transfer of our Internet service, or the fact that with relocations other SNAFUs are bound to occur.

For Nassau shipments we have been waiting on the balance of crowns due. We got lucky and were able to get a partial shipment that allowed us to work through December but now we are out again. The Europeans just got back to work so we should get the balance of the crowns we need for the Nassaus in the next week or two. This kind of works well with the move but I do have to apologize again on the supplier’s behalf. We will keep assembling to the point that we can and ship when the crowns arrive later this month.

Nassau Deliveries: 2 week delay

At the moment we are waiting for the delivery of more crowns. We have been promised a partial shipment before the end of this month. (Delivery was supposed to take place about 8 weeks ago.) Builds are continuing with the use of “dummy” crowns but naturally we can’t finish the watches until the proper crowns arrive. We will keep everyone posted. Thank you in advance for your patience.

Nassau replacement bracelet link

We have been receiving reports over the last few weeks about customers that were not entirely satisfied with the way the Nassau bracelet fit. The problem revolves around the rivets and how they currently stop the last link from being able to utilize all of the micro-adjustment positions. We are currently in the process of re-designing the link that is the source of the problem and hope to make it available to customers within a few months. To be notified via email when the parts are ready for ordering please see the following page, click “Notify Me” and add your address where prompted. Please, if possible, use your the email linked to your Mk II account.

http://boutique.mkiiwatches.com/accessories/nassau-mk-ii-replacement-bracelet-link.html

Kindly read the bottom of the “Concept” section of the product page. This will outline who will be able to receive the replacement part free of charge and who will have to pay a nominal fee.

My apologies for the inconvenience caused.

2014-05-20: Communication Updates

Sorry for the spotty communication over these last few weeks of May. We have made some improvements that we hope will bear fruit in the second half of the year. When it started to look likely that some of the new improvement projects would pay off it became clear that our back office procedures would not be able to keep up with the volume of watches we would be able to handle. At the moment I only feel comfortable speaking in generalities as I wish to demonstrate our improved capabilities should they actually materialize rather than get anyone’s hopes up.

Specifically though:

  • Procedural changes: Effectively immediate we will no longer use the Mk II CSP to update customer order status’. We will be relying on the E-boutique’s systems for that. For those of you that have open tickets for existing orders, we will be notifying your personally as we begin work on your orders. For new customers we will just be updating the E-boutique with the ship dates and emailing you the updates via the E-boutique. We will keep the CSP running to handle our email correspondence, handle repairs (which are¬† separate from the E-boutique) and other communications. We plan to re-organize the Mk II CSP, to be completed early next year, in order to make it easier for our customers to contact us and also to keep up with technological changes.
  • “Awaiting Scheduling”: Those with orders awaiting scheduling will begin receiving their ship dates this week. The lead times are as advertised on the site, based on the date the order was placed, but we have had to update/streamline our scheduling procedure for changes we expect to see in the second half of this year.
  • Emails: We will be working those down this week. Sorry for the delay but it was all hands on deck to sort out the changes we wanted to make and the new software we wanted to implement. The implementation was bumpy but we are finally done. We also fixed some software modules that were a little buggy.

2014-05-13: Communication Delays

We, or more specifically I, have been experiencing communication delays over the last few weeks. As some already¬† know we are putting in some new processes and systems in an effort to reduce our lead times. I didn’t want to mention anything before since I wasn’t sure how long this process was going to last. Fortunately at this point we should be back to normal by next week.

Over the last few weeks I have been busy researching and installing new shipping software. During the rest of this week I will be re-organizing the way we schedule new orders so that we can provide this information in a more timely manner when we receive a large number of orders (e.g. after product launches.) In addition there have been a few more developments that, if they pay off in the months to come, we will be able announce in the early Fall. I do apologize for being so vague but its in an effort to manage expectations with goal of surpassing expectations (i.e. a good cause :).

2014-05-01: 369 date dialed Nassau, ordering open

We have just posted the new 369 date dialed Nassau in the E-boutique. This watches features a dual plated black/silver dial with a glossy finish like the Kingston. We will be taking photos of this watch over the weekend with the aim or posting the photos in a week or so. We are running low on the red triangle inserts so wanted to get this up and make it available as soon as possible. Once the current batch of red triangle inserts is spoken for we will be offering this watch and the non-date Nassau with a black/silver insert.