For this week’s case we take a look at the difficulties the company Desko is facing with its order process. Desko is an American company which produces office furniture. Desko does not only produce its products but also delivers them to their American and Canadian customers. After having received cancellations from a major customer Desko decided to further analyze its order process in order to improve this.
We will draw a map of its order process and create a list of problems which are tied to it. Above that we will complete the map of the credit verification sub-process and come up with ideas to improve this.
If you were Mr. Moore, and based on the information provided in the case, how would you draw (map) Desko’s order process?
In order to draw a process map of Desko’s order process which will not be 5 pages long, we only use the level 1 processes.
A level 1 map shows the processes at its highest level. It is typically five to seven steps long and it is very useful to get an understanding of the big picture. The level 1 map just shows the basic steps required to convert an input into an output. So the level 1 map is a short summary of the entire process.
Order process map of Desko
As you can see, the first thing that happens at Desko’s order process is the receiving of customer orders. They receive orders from customers through mails, faxes, e-mails or electronic data interchange. The orders are printed and placed in the pigeonhole of the dedicated account manager. Then, the account manager creates the order, which is the second process.
Once the order is created, the account manager sends the order to the credit department.
The credit department evaluates the customer’s creditworthiness. Once the customer’s creditworthiness is approved, the order is transferred to the production department.
At the production department, all orders are produced and completed. Then they are send