New Technical Service Model LO8891

Barry Mallis (bmallis@mail.markem.com)
5 Aug 1996 13:05:18 -0400

Reply to: RE>New Technical Service Model LO8812

Ben:

Your manufacturing model is too simple. At my company the inputs are
variable. We are a glorified "job shop" where making a quarter million
dollar machine is a dynamic process. Feed mechanisms, pad print size, UV
curing, hydrogen flame treatment, etc. must be integrated according to
customer specs. Often these change in the course of engineering.

Occasionally, we engineer to order--even more complex. There are few
assembly lines as one thinks of them in the automotive model. Input can
be variable, output, too.

"X widgets per hour" may work for some of the product line, but not most
of it. Workers may shift their focus from one job set to another. We
seek greater flexibility in our employees so that production can be
flexible with shifting forecast and actual demand.

In our customer service center, we measure Grade of Service (GOS). When
we started measuring, we were in the low 80% range: number of calls
answered on the first or second ring. Now we're up in the 96% range.

Your description of the technical service measures match our own
experiences.

Best regards,

-- 
Barry Mallis
markem.com
 

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