#InThisTogether: 28 MAY 2020

With everything that’s going on during the COVID-19 crisis, we want to share stories about what Cook people are doing during this difficult time. All around the Cook world, we are #InThisTogether, and we would love to hear stories about how you and your coworkers are stepping up to make a difference. If you have a story to share, please email us at BlogEditor@CookMedical.com.

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Embracing challenges and making a difference

By Kar See Lock, the written Content Specialist for Asia-Pacific, based at Cook Hong Kong

The Asia-Pacific (APAC) Customs, Transportation, and Logistics (CTL) team is responsible for supply chain analysis, customs regulations implementation, product shipment, and third-party logistics (3PL) management. As the world faces the COVID-19 (C-19) pandemic, the global supply chain has been disrupted. Read how Customer Support & Delivery (CSD) wrestled with the impact of the pandemic on Cook’s product logistics in the APAC region.

We recognize the trust that physicians and patients place in us when we deliver products to hospitals around the globe. Even during times of extreme crisis, the APAC CSD team still stands at the forefront of delivering products globally as timely and as accurately as possible—while adhering to strict guidelines and regulations from different government authorities.

As the C-19 crisis evolves, a considerable number of challenges have been added to the supply chain. Many passenger and cargo flights were canceled due to traffic restrictions or even country lockdowns, which led to a longer delivery lead time and often an increase in delivery cost.

“For some critical lanes, some agreed rates are no longer secured, so, we have no choice but to go for whatever rate was available to maintain shipments for our products,” said Loretta Hsu, APAC transportation manager for CSD.

The biggest challenge that the team encountered recently was when India declared its three-week national lockdown on March 25 to curb the spread of virus within the country. All companies were only given four hours to react.

“It was an intensive four hours,” Loretta said. “It really called on our abilities to react to changes, to collaborate, and to make well-informed decisions.”

“We’ve got news and information flying all over the internet and from different sources, we immediately process and take in that information, figure out the new rules and exceptions, then lean on available logistics companies to secure shipment internationally and domestically in India,” she continued.

That was when daily nurtured relationships come into play. The tight communications built between the APAC CSD team and numerous logistics vendors has been critical in supporting Cook with available shipping options.

“Our vendors are very responsive to our needs and they quote their rates with great transparency even during crisis,” Loretta said. “For international freights, we were provided with several options via different vendors, which gave us the flexibility to choose shipping solutions based on cost, time, and local customs considerations. For domestic freights, the local CSD team was able to stabilize our vendor options to at least two, so that we are secured with an alternate logistics network if unfortunately, one vendor went down.”

With each challenge comes opportunity. The APAC CSD team embraced this challenge and actively thought outside of the box to overcome difficulties.

“Our delivery flexibility became stronger,” Loretta said. “Since the crisis began, we have engaged with logistics vendors that we would have never considered in the past due to a lingering impression of their high rates. But in fact, those vendors have an impressive delivery capability during crisis, and at the same time offer services at an acceptable rate.”

The team had also been considering other options besides air cargo, including ocean freight.

“Although they are usually much slower than air, they can be a reliable option, especially during COVID-19, when flights are being constantly canceled or rescheduled,” Loretta said. “But product quality is always our primary concern, we will not opt for ocean freights if the product quality gets compromised due to stretched delivery time and unfavorable storage condition.”

The APAC regional and local CSD team both worked very hard to maintain Cook’s ability to serve physicians and patients. They were motivated by a strong work ethic and a deep recognition of the importance of what they do.

“We are carrying more than just goods, but hopes as well,” Loretta said. “The pandemic remains a challenge, but at least we have made it through the past two months with great dedication. I would like to express my sincere gratitude to our APAC CSD team for the sophisticated work they have done. Effort made by each one of you is truly the key to Cook’s success.”

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