Reducing complications to speed product to customer

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Faced with a 90-day gap between an order and a delivery, customers were beginning to lose faith in a once fast-growing tech company.

 

Each of the five departments in the process had “good” reasons for the delay, but none saw how they were contributing to the pattern of unhappy clients.

 

Bringing members of each department together in a safe, respectful forum, following an agreed upon improvement process and creating a new pattern  allowed them to cut the process down to 5 days.

 

By applying lessons from adjacent businesses, removing multiple levels of approval and creating an exhaustive pre-purchase check-list, employees were able to simplify without hurting quality. This allowed the company to deliver many more units, which meant more could be sold.

 

The result was more revenue, but more important it created confidence to refine the process even more. The average delivery time is now down to 3.5 days.