Order Process Streamlined
The Engineering Director of a £200m construction company contracted us to investigate concerns about the process by which customers ordered machines through external dealers. The concerns ranged from customer satisfaction, Right First Time (RFT) and inefficiency to business risk.
We led key internal people to map the entire process to visualise and identify wasteful steps and risks - and generate improvements. The activity opened eyes within the business to noise experienced by the customer, critical risks and lack of contingency.
The Engineering Director and the MD made significant changes to the process as a direct result.