| 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 |
