USE CASE: Mass Customization

Large North America Packaging Company

Objective: Manage packaging design and production for the food industry. The process involved in creating custom packaging solutions for each client from an array of options is very difficult to manage.

Challenge

Inability to rapidly respond to changing customer demands during the manufacturing process.

Incorrect / incomplete forms with wrong input caused manufacturing to provide the wrong solutions.

Large amount of time elapsed between initial request and supplying an offer which caused customers to look for other suppliers.

Changes to processes didn’t result in any gain in productivity for the company.
Low customer satisfaction when issuing a change request.

Customer demands for top quality products in little time.

Pressure from competitors with more streamlined processes.

Inability to review and improve processes.

Solution & Results

Work-Relay allows each basic process type to be defined but allows for run-time variability using data entered into the system on each step of the process, and routing the process based on this data.

Implemented a Customer Product Request processes across departments.

While entering data, plausibility checks are carried out so that errors and queries can be avoided from the beginning.

A real-time dashboard provides situational awareness of processes in progress.

Customers are automatically kept up to date on the status of their orders.

Reporting and analysis show hidden delay time and allow for trying out different solution alternatives.

Flexible data structure: allows each basic process type to be defined but allows for run-time variability using data entered into the system on each step of the process, and routing the process based on this data.

Multiple system orchestration: allows for true end-to-end process using the Work-Relay Mulesoft Connector.

Plausibility checks: avoid errors and queries from the start.

Real-time dashboard: provides situational awareness of processes in progress. Automatic updates:

Keep customers are automatically kept up to date on the status of their orders.

Reporting and analysis: show hidden delay time and allow for trying out different solution alternatives.



Deliver on time.

Measurable accountability to deliver on time.



Increase loyalty.

Increased customer satisfaction and loyalty.



Process improvements.

New process improvement focus across the entire organization.



Process chains.

Employees started to think in complete process chains and not in single tasks.



Complete visibility.

Complete visibility across the organization on request status.



Increase accuracy.

System ensures requests are complete and accurate, eliminating time wasted working on incomplete requests.



Cycle time reduction.

Dramatically reduced cycle time.



Customer satisfaction.

Responses to customer product requests on technical product variation, which previously could take up to weeks, now are reviewed, calculated and answered within a few days.

FROM DEMO TO PROOF OF CONCEPT

Simplify complex processes and projects with Work-Relay

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