Date of Defense

7-16-2024

Date of Graduation

8-2024

Department

Marketing

First Advisor

Sime Curkovic

Second Advisor

Marcellis Zondag

Abstract

Firm A is a leading manufacturer of their product category. However, even still there is great pressure from customers to take business to their competitors based on the reliability of Firm A’s on-time Delivery. There are large financial consequences for these customers anytime they need a specific product but are not able to get it in time, amounting in hundreds of thousands of dollars per day per part. This has led Firm A to base their primary performance metric to be their on-time delivery rate for their Order Management Department.

For some reason, on-time delivery was a constant struggle for Firm A. It took a considerable amount of time for the problem to be understood by their team. Much of it came alongside the implementation of a new ERP system. Still, the root cause of the issue within the system wasn’t readily apparent.

This paper will outline the method in which the root cause of this issue was uncovered, and how the Order Management Team went about addressing it. This included cross-functional teamwork, as well as inter-division coordination. Due to the nature of Firm A being a global business, all its locations would have an impact on the others. A difference in opinion on how to schedule production, would create complications with the different divisions attempting to use the same process documents.

Access Setting

Honors Thesis-Open Access

Additional Files
A3 Presentation.pdf (244 kB)
Defense Presentation
Download

Included in

Marketing Commons

Share

COinS