SERVICE LEVELS

LORRAINE CONSULTING INC.

supply chain Collaboration: improving service levels

Overview

A precision machining provider struggled to eliminate chronic past dues and improve performance on late deliveries to a key customer.  Future business was at risk if a full recovery was not quickly achieved.

The Objective

Company executives required a plan to improve On-Time Delivery (OTD) and rebuild the vital customer relationship

  • Improve OTD from 60% to 100%
  • Secure future customer orders

Approach

Developing a detailed strategy, we focused a cross-functional team to achieve success

  • Assessed customer order process through observation and interviews
  • Identified and corrected root causes such as order policy set-up, vendor past due, quality design issues
  • Removed bottlenecks by increasing capacity & shop floor throughput

Results

  • Increased OTD to 98% within 6 months
  • Eliminated expedited freight costs
  • Redeemed supplier as a reliable source in customer’s eyes
  • Strengthened supply chain partnership