Reduce Customer Order Validation Time

Industry: Semiconductor Role: Project Manager Number of people working on the assignment: 3

Duration of the engagement: 5 months

Problems Presented: Client requested that we investigate the use of imaging technology to help him reduce his order acceptance cycle time from 5 days to 1. Upon meeting with his department manager, it became apparent that imaging technology would not help him resolve the cycle time issue.

Assessment and Steps: Conducted a Needs Assessment to understand what areas were adversely impacting the client’s cycle time. We learned that expert knowledge needed to validate a customer’s order requirements were dispersed throughout this Fortune 500 semiconductor manufacturer’s organization and was not documented in any formal way. To validate a customer’s requirements required leaving voice mail and e-mail messages for the “experts” who were already burdened with meeting current customer needs.

Working with two of my client’s team members (his department manager and a staff member), we designed and helped our client implement a “Process and Packaging Capabilities Guide” as a centralized repository of expert knowledge to be used as a reference document for Specification Review Department to validate a customer’s technical requirements.

Results Achieved: My client’s cycle time reduction goal was met: we reduced the cycle time from 5 days to 1. Customer Order Management was able to eliminate nearly a week of administrative lead time, which improved their competitiveness and customer satisfaction.

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Dave Gardner

Dave Gardner is a management consultant, speaker, author, and blogger based in Silicon Valley. He's been in the front row for the birth and evolution of Silicon Valley, the innovation capital of the world. Since 1992, Dave Gardner focuses on making the complex simple around people, process and technology. Dave is the author of Mass Customization: An Enterprise-Wide Business Strategy - How Build to Order, Assemble to Order, Configure to Order, Make to Order, and Engineer to Order Manufacturers Increase Profits and Better Satisfy Customers.


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