IMEG was hired by a leading manufacturer of commercial heating and cooling equipment to identify the root causes of late service part deliveries impacting customer order fulfillment.
THE PROBLEM
No standardized process flow existed for the multiple service part order pathways
Limited visibility into process bottlenecks and delays across departments
Insufficient communication and coordination between teams throughout the order fulfillment process
value stream mapping
THE PLAN
Develop a complete Value Stream Map (VSM) of the service parts order fulfillment process from customer order receipt through final shipment
Identify the current cycle time for each process step
Identify the current cycle time for each process step within the workflow
Determine bottleneck processes contributing to extended lead times
Develop immediate action items and quick-win improvements to reduce delays
Analyze bottleneck operations in detail to identify opportunities for cycle time reduction and improved process flow efficiency
Identify the types and categories of parts with the highest lead times through historical data analysis
Determine the root causes of delays throughout the entire process, from order entry and planning through manufacturing, inventory handling, and shipment to the customer
reduce lead time
process flow map
THE RESULTS
process map
Developed a process flow map from customer order placement through final shipment of parts to the customer
Identified cycle times and bottleneck processes for each operation, with detailed analysis of bottleneck sub-processes to determine delay causes and recommend methods to reduce cycle time
Identified duplicate processes unknowingly performed by multiple departments and developed recommendations to eliminate redundant activities and reduce overall process cycle time
Identified the part types and categories with the highest cycle times and developed recommendations to improve processing efficiency and reduce lead times
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