The problems with the manual and paper based system at the Hutchinson Center began at the receiving dock. According to Mark Burch, Director of Materials Management, “Without an efficient way to count and document each package as it came off a truck, the receiving staff came to rely on the delivery driver’s record of the packages delivered. While this count was usually accurate, there was no proof. Thus, our system had no integrity from the very fi rst step.” This led to a variety of problems, especially if a package was missing. If it never arrived, there was no proof of that, so countless hours could be wasted looking for a package that never arrived, not to mention the cost of replacing the item, because there was no proof that it was never received.