The Company We Will Build For: PillowHead
Read this carefully. Every clause in this course is applied to this company, and every document you submit is written for it.
PillowHead is a fictional company built for this course. Treat it as a real client.
What they do
An online-only retailer of pillows and sleep-comfort products, founded in 2022, selling across Saudi Arabia. No physical shop. The business runs on Odoo for eCommerce, inventory, sales, purchasing and accounting. Delivery is handled by third-party couriers.
Two locations
| Site | Function |
|---|---|
| Head office — Al Khobar | Management, customer service, marketing and eCommerce, procurement, finance |
| Warehouse — Dammam industrial area | Goods receipt, storage, picking, packing, dispatch, returns handling |
People — 14 in total
- CEO / owner
- Operations Manager
- Customer Service — 2
- Marketing & eCommerce — 1
- Procurement — 1
- Accountant — 1
- Warehouse Supervisor
- Warehouse staff — 4
- Returns & Quality Officer — 1
Products
Around 40 SKUs: memory foam pillows, fibre pillows, cervical and orthopaedic pillows, protectors and pillowcases. Sourced from three suppliers — two in China, one local manufacturer in Riyadh.
How an order flows
- Customer orders on the website (Odoo eCommerce)
- Pays by card online, or chooses cash on delivery
- Order confirms in Odoo; a delivery order reaches the warehouse
- Warehouse picks and packs
- Courier collects; tracking number recorded in Odoo
- Delivered; cash on delivery collected by the courier
- Returns accepted within 14 days
How stock arrives
Procurement raises a purchase order in Odoo when stock reaches its reorder point. Goods arrive at the warehouse and the receipt is checked against the purchase order. A sample of the batch is inspected. Stock is put away.
What is going wrong
- Returns are climbing. Customers say the firmness does not match the website description.
- There is no written procedure for inspecting incoming goods. Three warehouse staff each do it differently.
- One person holds every supplier relationship. When she takes leave, procurement stops.
- Couriers are late at peak season and nobody has agreed what to do about it.
- Marketing writes the product descriptions without asking the warehouse staff who actually handle the goods.
Why they want ISO 9001
Two reasons, and they are the two reasons from the previous lesson:
- A hotel group has asked for certification before PillowHead can become a supplier.
- The owner wants the business to keep running properly without him in it every day.
Keep both in mind. Every document you write in this course should serve one of them.
The case company every clause in this course is applied to.
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