Customer perspective of the Order-to-delivery process in company x
Ciatti, Lorenzo (2017)
Ciatti, Lorenzo
Metropolia Ammattikorkeakoulu
2017
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2017113019044
https://urn.fi/URN:NBN:fi:amk-2017113019044
Tiivistelmä
Company X is a global company with worldwide operations. This thesis is part of a larger project of developing a lean order-to-delivery process in this company. The objective of the development work is to improve the performance of the delivery and production processes so that the expectations of the end customers are met.
The decision of analysing the whole order-to-delivery process comes after the company wide implementation of lean principles, one of the main effects that this implementation had was to bring out operational challenges that were once hidden by the excess safety stock levels.
In a global company such as Company X, communication and running of integrated processes with suppliers and customers is often challenging. Operating in different countries means that a wide variety of needs and expectations has to be fulfilled in order to satisfy the customers.
In this thesis the target was to analyse and develop the order-to-delivery process of the company and focus on the communication and operations with the daughter company in Italy. Information about customer needs and expectations was gathered and performance KPIs used by both the factory and sales unit were analysed. The target of this thesis was to identify the key phases in the order-to-delivery process. Data from the company X´s ERP- systems has been analysed with quantitative research methods. Interviews to subject matter experts were qualitative methods used in this research.
The findings of this study were that there are some discrepancies between customer expectations and factory promises. These are mainly due to fluctuating demand and the general availability of the factory. Ongoing changes in stock keeping as well as global procurement of resources are also some of the root causes of the findings.
More detailed points of actions needed were suggested to company X and will be analysed deeper in other further studies related to the wider project of the company X.
The decision of analysing the whole order-to-delivery process comes after the company wide implementation of lean principles, one of the main effects that this implementation had was to bring out operational challenges that were once hidden by the excess safety stock levels.
In a global company such as Company X, communication and running of integrated processes with suppliers and customers is often challenging. Operating in different countries means that a wide variety of needs and expectations has to be fulfilled in order to satisfy the customers.
In this thesis the target was to analyse and develop the order-to-delivery process of the company and focus on the communication and operations with the daughter company in Italy. Information about customer needs and expectations was gathered and performance KPIs used by both the factory and sales unit were analysed. The target of this thesis was to identify the key phases in the order-to-delivery process. Data from the company X´s ERP- systems has been analysed with quantitative research methods. Interviews to subject matter experts were qualitative methods used in this research.
The findings of this study were that there are some discrepancies between customer expectations and factory promises. These are mainly due to fluctuating demand and the general availability of the factory. Ongoing changes in stock keeping as well as global procurement of resources are also some of the root causes of the findings.
More detailed points of actions needed were suggested to company X and will be analysed deeper in other further studies related to the wider project of the company X.