How much frustration is in the order fulfilment process?

How smooth the order processing could start:
The customer is interested in a product or service, the sales department clarifies all relevant requirements and specifications. Using a structured process to check internally under what conditions the customer’s wishes can be fulfilled….

  • punctually,
  • in the required quality,
  • at the desired price and
  • with the desired internal margin

All departments are collaborating perfectly and being aligned to the same goals. The orgainization is following a standardized process and  it’s flexible enough to make the customer happy from enquiry to delivery.

Unfortunately, the order fulfilment process
doesn’t work that smooth

Right from the beginning, enquiries creep through the company and annoy the waiting customer. If, in spite of all this, an order is placed, the real test of patience begins. Most of the time the order is waiting for processing. Because of…

Verschwendung, Auftragsabwicklung

  • information is missing,
  • orders are batched,
  • someone is overworked, ill or on holiday,
  • the responsibilities are unclear,
  • the complexity of the task,
  • tranferred errors must first be corrected,
  • goals ares unclear or
  • necessary support is missing.

The reasons are as varied as the type of orders. And yet many wonder why all previous efforts to resolve these abuses have failed. Although everyone knows that it is an existentially important topic.

“The customer is king”
but not in order fulfilment process

The importance of the customer and the fulfilment of the customer’s wishes is often emphasised in the company’s mission statements. In practice, however, the motto “The customer queues up and waits until he is served” is alive. Entirely in the sense of an authority where the customers are allowed to draw tickets and patiently line up.

Self-occupation simply takes too much time

There is always enough time available for daily fire fighting actions. But what about the customer’s willingness to pay for those actions? Would he be happy to give his money for non-value-adding activities? Or would he reject this payment? I’m sure you answered that question for yourself a long time ago:

“Above all, we generate waste within the company”

This has been known since the first waves of lean management. We love to deal with ourselves. The best example of this are the often completely inefficient meetings. Lack of agenda and leadership, being late, micro discussions, missing decisions, too many participants, personal animosities, no action tracking and much more. What happens in meetings is just a small part of what happens throughout the company. That’s why the order fulfilment process that runs through most departments of the company is a reflection of the corporate culture.

Process orientation is the first step towards improvement

Successfully processing an order – from order clarification to receipt of payment – requires the contribution of many people from a wide variety of departments. The interfaces are diverse, as are the perspectives and personal interests. The complexity of the process therefore discourages. Although a systematic approach …

…guarantees considerable SUCCESS within shortest time.
Monetary as well as cultural!

Because setting up the order fulfilment process as a structured process and visualizing it for daily communication creates transparency and trust. At management level as well as at staff level.

Specified process phases are completed with so-called Quality Gates. This ensures that problems are identified and solved where they originally arose. No order enters the next phase without meeting the gate criteria. This initially causes pain in the organization, but at the same time releases creative problem-solving competence. Now it is visible what the causes of the problems are and the fire fighting  actions are replaced by a continuous improvement process (CIP).

“Successful order fulfilment process depends on people”

Because they bring it to life. With the right qualification, clear allocation of roles and responsibilities, regular communication as well as defined escalation rules they create success. It’s not rocket science. It’s the basic of every process although it is often forgotten.

In the fast lane:
Improve order fulfilment process quickly and efficiently

Auftragsabwicklung,Kunde,KulturLife could be so simple… because in only 2 days the order processing misery can be made transparent. And with a manageable number of workshop days, a future process will be developed and implemented that will bring throughput times, process stability and the entire order fulfilment process into the flow. Waste is eliminated or reduced, the proportion of added value increases significantly. At the same time, the daily work routine of the workforce is eased, the working atmosphere improves significantly and with it the entire corporate culture. Above all, however, a professional order fulfilment process  makes the customer feel: Customer is king!

When economic benefit and cultural improvement
go hand in hand,
a sustainable development has been implemented

Order fulfilment process - Dr. Sven Geelhaar

See you soon…

 

Greetings from Lake Constance

Yours
Sven Geelhaar

 

P.S.: You want to get more details?

 

www.corporateculturecoach.de

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