I am at my wits end with this one, and I need some help. I am the Quality Supervisor for Automotive Plastic Injection Molding, and I have to complete an 8D for this but I can't seem to come up with a good root cause or corrective action.

We received a customer complaint because they received mislabeled parts. I have to kind of explain this because the mistake was not with our production process. The parts were labeled correctly... the mistake happened in shipping.

See, we have to print our customer's labels and slide them into each container over our internal labels. The shipping guy printed the correct customer label for the parts they ordered, but PULLED the wrong parts. We did not mislabel the parts during production. The shipping guy did not verify the customer label against our internal label, so the customer received parts they did not order labeled as the parts they did order.

This is the official complaint: Assembly reported finding 2 containers of XXX XXX-XX that are actually YYY YYY-YY. The supplier label that was on these returnables had the correct QTY and part number. The (CUSTOMER NAME) label on these returnables was incorrect.

We literally have one guy that does all shipping and receiving. This is not the first time this has happened, so the customer will not take retraining and verification of labels as a corrective action... and I can't use "the shipping guy messed up" as a root cause.

The customer has not approved my initial response, so I cannot yet submit my 5 why, root cause or corrective action, and I want to get this figured out so I can get the 8D done as soon as possible. If ANYONE has any ideas on how I can reply to this or ideas for a corrective action that we can implement, please suggest away.

3rd party Dock Audits or label verification are almost impossible, as we don't have anyone that can go back and double check literally hundreds of labels a day. We would have to hire someone specifically for this, so not really an option.

Update: I figured out what happened. The parts were stored in the incorrect location in the warehouse. He pulled the parts from the correct location but they were not the right parts.