| STEP |
WHO
|
WHEN
|
INFO TO USE
|
WHAT TO DO
|
RESULTS
|
| 1 |
Production Control Manager |
Daily |
Jobs
Info |
Review SOsOnOrder.xls and verify with status of
jobs in Jobs Info. |
Current status of jobs known |
| 2 |
Customer
Service Representative |
As customer requirements
change |
Customer telephone call, fax or
correspondence |
Update Jobs Info and, if tight time frame, notify
Shipping (either by telephone or
email). |
Updated Jobs Info; shipping
notified |
| 3 |
Shipping Leadman or Shipping
Clerk |
Daily |
Updates from Sales Department or Post Forge
Department; Quality
Control Inspection Orders blue copies
of subcontractor work orders; container tags;
Shipping
Memos; discussions; 13 Week
Outlook |
Watch progress of all jobs as they are produced
and receive post-production processing to ensure that
none are unnecessarily delayed; watch SOsOnOrder.xls
to focus on any jobs which are close to being late
(or are already late) and may need to be expedited to
serve the customer; involve ANY manager including the
President to keep a job from shipping late or from
facing unnecessary delay. |
Job progress under control; late shipments
minimized |
| 4 |
Customer
Service Representative |
Monthly, typically every third week of each
month |
SOsOnOrder.xls; personal knowledge, purchase
orders, customer contact, etc. |
In conjunction with Shipping Department,
determine status of all items in "Hold"
section of SOsOnOrder.xls; scrap, downgrade, ship or
continue to hold as-is for future orders; update
notes in Jobs program. |
Parts scrapped, downgraded, shipped, or held as
determined by Customer Service
Representative;
Job notes updated |
| 5 |
Sales Operations Manager |
Daily |
13 Week Outlook; Sales Order; SOsOnOrder.xls; any
other info available (see step 3) |
Go through all near-term jobs on SOsOnOrder.xls
to be sure that notes on each job reflect current
status of that job; update any incorrect info by
noting on SOsOnOrder.xls and notifying
Customer Service
Representative. |
Jobs Info current regarding jobs running close or
late |
| 6 |
Customer
Service Representative |
Receiving updates from Production Control
Manager |
Updates from Production Control Manager;
Production Scheduling Program; customer purchase
order; discussions with other team
members |
Review any job which is running late or is
projected to run late; If job is projected to run
more than one week late, inform customer of job's
status and seek agreement on revised delivery date;
update Jobs Info and notify Shipping personnel as
deemed appropriate; write change order if it affects
Production Schedule. |
Customer kept informed of orders running late;
Jobs Info and Shipping Department and Production
Control Manager kept up-to-date regarding
customer's expectations |
