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Lean control for make-to-order companies: integrating customer enquiry management and order release

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Lean control for make-to-order companies: integrating customer enquiry management and order release. / Thurer, Matthias; Stevenson, Mark; Silva, Cristovao et al.
In: Production and Operations Management, Vol. 23, No. 3, 03.2014, p. 463-476.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Thurer, M, Stevenson, M, Silva, C, Land, M, Fredendall, L & Melnyk, SA 2014, 'Lean control for make-to-order companies: integrating customer enquiry management and order release', Production and Operations Management, vol. 23, no. 3, pp. 463-476. https://doi.org/10.1111/poms.12058

APA

Thurer, M., Stevenson, M., Silva, C., Land, M., Fredendall, L., & Melnyk, S. A. (2014). Lean control for make-to-order companies: integrating customer enquiry management and order release. Production and Operations Management, 23(3), 463-476. https://doi.org/10.1111/poms.12058

Vancouver

Thurer M, Stevenson M, Silva C, Land M, Fredendall L, Melnyk SA. Lean control for make-to-order companies: integrating customer enquiry management and order release. Production and Operations Management. 2014 Mar;23(3):463-476. Epub 2013 Aug 23. doi: 10.1111/poms.12058

Author

Thurer, Matthias ; Stevenson, Mark ; Silva, Cristovao et al. / Lean control for make-to-order companies : integrating customer enquiry management and order release. In: Production and Operations Management. 2014 ; Vol. 23, No. 3. pp. 463-476.

Bibtex

@article{a8ca3d6919bb4fef92adcbe14fca6973,
title = "Lean control for make-to-order companies: integrating customer enquiry management and order release",
abstract = "A lead time that is short, predictable, and reliable is an increasingly important criterion in supplier selection. Although many companies may achieve this through lean implementation, high-variety manufacturers, for example, small and medium-sized make-to-order companies, have found that lean's planning and control techniques do not apply. This article outlines a planning and control concept known as workload control (WLC) that integrates customer enquiry management, including a due-date setting rule, with order release control. Simulation is then used to assess its impact on shop performance. Results demonstrate that an integrated WLC concept can reduce the percentage of tardy jobs—so short lead times can be realistically quoted—while also reducing and stabilizing workloads. WLC can level demand and production over time when work is not standardized and it is not possible to synchronize flows on the shop floor. Results are shown to be robust to changes in routing characteristics, the mix of orders with due dates specified by the customer and proposed internally, and the strike rate (or order-winning probability). Hence, an integrated approach to WLC represents an important step toward achieving lean in make-to-order companies.",
keywords = "workload control, lean , make-to-order , customer enquiry management , order review and release",
author = "Matthias Thurer and Mark Stevenson and Cristovao Silva and Martin Land and Lawrence Fredendall and Melnyk, {Steven A.}",
year = "2014",
month = mar,
doi = "10.1111/poms.12058",
language = "English",
volume = "23",
pages = "463--476",
journal = "Production and Operations Management",
issn = "1059-1478",
publisher = "Wiley-Blackwell",
number = "3",

}

RIS

TY - JOUR

T1 - Lean control for make-to-order companies

T2 - integrating customer enquiry management and order release

AU - Thurer, Matthias

AU - Stevenson, Mark

AU - Silva, Cristovao

AU - Land, Martin

AU - Fredendall, Lawrence

AU - Melnyk, Steven A.

PY - 2014/3

Y1 - 2014/3

N2 - A lead time that is short, predictable, and reliable is an increasingly important criterion in supplier selection. Although many companies may achieve this through lean implementation, high-variety manufacturers, for example, small and medium-sized make-to-order companies, have found that lean's planning and control techniques do not apply. This article outlines a planning and control concept known as workload control (WLC) that integrates customer enquiry management, including a due-date setting rule, with order release control. Simulation is then used to assess its impact on shop performance. Results demonstrate that an integrated WLC concept can reduce the percentage of tardy jobs—so short lead times can be realistically quoted—while also reducing and stabilizing workloads. WLC can level demand and production over time when work is not standardized and it is not possible to synchronize flows on the shop floor. Results are shown to be robust to changes in routing characteristics, the mix of orders with due dates specified by the customer and proposed internally, and the strike rate (or order-winning probability). Hence, an integrated approach to WLC represents an important step toward achieving lean in make-to-order companies.

AB - A lead time that is short, predictable, and reliable is an increasingly important criterion in supplier selection. Although many companies may achieve this through lean implementation, high-variety manufacturers, for example, small and medium-sized make-to-order companies, have found that lean's planning and control techniques do not apply. This article outlines a planning and control concept known as workload control (WLC) that integrates customer enquiry management, including a due-date setting rule, with order release control. Simulation is then used to assess its impact on shop performance. Results demonstrate that an integrated WLC concept can reduce the percentage of tardy jobs—so short lead times can be realistically quoted—while also reducing and stabilizing workloads. WLC can level demand and production over time when work is not standardized and it is not possible to synchronize flows on the shop floor. Results are shown to be robust to changes in routing characteristics, the mix of orders with due dates specified by the customer and proposed internally, and the strike rate (or order-winning probability). Hence, an integrated approach to WLC represents an important step toward achieving lean in make-to-order companies.

KW - workload control

KW - lean

KW - make-to-order

KW - customer enquiry management

KW - order review and release

U2 - 10.1111/poms.12058

DO - 10.1111/poms.12058

M3 - Journal article

VL - 23

SP - 463

EP - 476

JO - Production and Operations Management

JF - Production and Operations Management

SN - 1059-1478

IS - 3

ER -