The demand for orders was forecasted to increase by over 20% within three months. Pre-Production lead times were too long. Many non-value added tasks occurred in the administrative areas before the order went to the floor. The manufacturing order information was not always correct or complete.
Map out current customer service process and identify and quickly eliminate sources of non-value added time.
Organize and standardize the work flow utilizing the “best practices”.
Increase customer service capacity by 20% without any additional office area or staffing.
Charter a customer service lean team.
Provide lean training.
Create a current state process video.
Map and Measure the Current Value Stream.
Identify the non-value added tasks within the customer service processes.
Redesign the process utilizing the 5S principals.
Lean Techniques Taught and Utilized:
Value Stream mapping
5-S Workplace Organization
Kanban Pull Replenishment System
Office Cell Design
Increased Capacity > 20%
Increased On Time Delivery to > 95%
Improved Information Quality
Improved Administrative Lead Time
Prevented the need to hire more resources
Prevented the need for more office space