On Time, In Full: DIY & Homeware

OTIF failures reduced by > 85% within 8 weeks of project start

Industry

Durable Consumer Goods – DIY and Homeware

Project Length

8 weeks - 1 consultant leading several teams

Objective

Improve customer service through an increase in ‘On Time in Full’ performance and reducing the lead time between customer order received and product dispatched.

Results

• Within 8 weeks, the number of customer orders delivered late have been reduced by > 85%

• Customer performance improved substantially and a reduction in the cost of manufacturing allowed the sales team to reduce prices and grow market share

"Our management team have been left with a skillset and series of tools to work on the business together and have been left more motivated with a better sense of what is possible." - Managing Director

Why did this manufacturer join forces with Chartwell?

The client had successfully implemented a sales growth strategy that saw their volume significantly increase.  Their primary customers were DIY superstores, plumbing merchants and large online retailers.  The increased sales volume exposed weaknesses in their business process resulting in poor delivery performance and an increased risk of upsetting and losing customers.

Key Workstreams

OTIF Measurement

• Before Chartwell support started, there was not a reliable up-to-date OTIF measure that the management team could access
• Working with the plant S&OP leaders, the team built measures using existing data in the order processing system to effectively quantify OTIF and make the result easily available to all key stakeholders
• This metric showed that only 60% of standard product orders were achieving the desired one-week lead time.