Eliminating redundancies and improving customer satisfaction are the goals behind Ford Motor Co.'s order-to-delivery efforts.
Ford is working on what it calls a single order filter - a pipeline between marketing and sales and manufacturing for processing dealer orders. Marketing and sales get first crack at the orders, checking to ensure the orders can be built. Then manufacturing checks the orders to determine whether they meet manufacturing criteria.
"Right now, if that order is not manufacturable for any number of reasons, I have to send it back to sales and marketing," said Adriana Karaboutis, director of Ford's global customer order fulfillment and product scheduling. "But guess what? I'm about two weeks down from when that order was submitted to me. Talk about a major dissatisfier - going back to a dealer or customer and saying, this order you gave me two weeks ago, it can't be built."
Ford will eliminate the redundant order review process, which touches 11 systems that will need to be modified, she said. The system won't be ready until 2005.