BUSINESS PROCESS
Order-to-Delivery Process Review: Fix the Handoffs Before the Customer Calls
The delivery date is given by whoever picks up the phone. Production hears about it on the day, the dispatch clerk finds the goods half packed, and the customer is told it will come tomorrow.
We take this one flow, from the order being accepted to the invoice being raised, and trace it step by step. Then we redesign the handoffs, set a rule for giving a delivery date and run the new flow for two weeks. This page is about one flow, redesigned and tested. Examining two or three flows and reporting findings is the Operations & Process Audit, and writing up many processes is SOP Writing & Process Ownership.
Book a first callWHAT WE DO
The work,
step by step.
- 01Pick the flow and its start and end: order accepted to invoice raised, or enquiry to completed job in a service business
- 02Follow ten recent orders through, including two that went wrong, and record who touched each and how long it waited
- 03Draw the flow as it runs today with every handoff marked
- 04Write a handoff rule for each step: what must arrive complete before it can start
- 05Set a rule for giving a delivery date: who may give it and what they must check first
- 06Add a daily status board that lists open orders by stage and age
- 07Trial the new flow on live orders for two weeks with a short check each day
- 08Compare late orders, corrections and customer calls before and after, and decide what stays
WHAT YOU RECEIVE
Outputs you
can use.
- A current and a redesigned map of the flow, with handoffs marked
- A handoff rule for each step
- A delivery-date rule and the status board format
- A two-week trial log with before and after counts
Final deliverables depend on the agreed scope.
CHOOSE THIS IF
Customers keep asking where their order is, and each department says the delay sat with someone else. Choose the Operations & Process Audit instead if you want two or three flows examined and ranked before you pick one. Choose SOP Writing & Process Ownership if the flow works and only needs writing down.
This is one part of Business Process. Start at the Business Process page if you are not sure which part fits.
COMMON QUESTIONS
Before you
get in touch.
BUSINESS PROCESS
Review One Order Flow
Tell us what prompted this. We will say whether Order-to-Delivery Process Review fits or whether the wider Business Process page is the better start.
Book a first call