USE CASE: Mass Customization
Perennials & Sutherland
Objective: Manage the end-to-end process of manufacturing custom rugs – from quoting custom rug orders, sending renderings to customers for approval, providing samples, coordinating the production of the rug with the factory in India and then running quality control back in the United States.
Since the business is so physically disparate and covers multiple roles within the organization (sales, product development, operations, logistics, factory and warehousing) it is difficult to know where any custom rug order is in the end-to-end process, and communication between the central office and factory in India is a potential point of failure.
Solution & Results
The end-to-end process was designed in Work-Relay and allows anyone in the business to understand where any rug is in the production cycle, to seamlessly hand off tasks to the next group, and to view metrics and spot bottlenecks early.
Measurable accountability to deliver on time.
Increased customer satisfaction and loyalty.
New process improvement focus across the entire organization.
Employees started to think in complete process chains and not in single tasks.
Complete visibility across the organization on request status.
Eliminate wasted time.
System ensures requests are complete and accurate, eliminating time wasted working on incomplete requests.
Dramatically reduced cycle time.
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.
PROOF OF CONCEPT
Simplify complex processes and projects with Work-Relay
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