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,..purchaseorderordersinvoicesamples/ductrequestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrderFulfillmentStorePick,pack,shipbill,collectStrategicPlanningPlanning&ControlProductDevelopmentTestdieBuilddiedesignProductionProductmadeProcurementBuymaterialStore&issueOrderGenerationOrderenteredpromotionInStockWorkorderSalesorderproductRequisitionMaterialsLinetimeNewDiesGoals/plansPerformancereportsPricetargetsYesNoHumanResources/Systems/Maintenance/FacilitiesSupportprocessesCorp.Gov.6%7%4%48%22%13%
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CustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYes
CustomerCallFirstLevelSeco
ActivityDriverDriverQtyActivityCost$/Unit#CreditControlTransactions1,893
36,414
19.24#3PieceHeight&DiaChangeovers20
171,200
8,560.00#3PieceHeightChangeovers59
43,850
743.22#InkMixes6,401
68,276
10.67#ProductsCosted115
5,550
48.26#TradedSalesTransactions866
7,162
8.27#Plant7WorksOrderIssues40,551
48,084
1.19#Hrs.Run3Pc.GoodProducts22,261
1,305,303
58.64#Hrs.RunDRDGoodProducts14,477
1,100,338
76.01#Hrs.RunMarq.GoodProducts9,078
1,205,748
132.82#Hrs.RunRect.LineGoodProducts2,981
410,534
137.72ActivityDriverDriverQtyAct&:
CustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABCACTIVITY#524CALLRECEIPT$0.2mABCACTIVITY#355CUSTOMERQUALIFICATION$1.1mABCACTIVITY#274DISPATCHPARTS$0.3mABCACTIVITY
#432
ON-SITEFIX$7.9mTotalProcessCost=$9.5m&:CustomerCal
Process:TOTALCOSTOrderFulfillmentProcess:$4,437,716ActivitiesInProcess:CostApprovecreditsCollectingaccountsFreightdeliverycostEntercreditnotesEntercustomerordersFreightpalletmilescostPickloosecasesPickingpalletsPaypromotionalclaimsShippingpaperworkDriver#Credits#Orders#Orders#Credits#Orders#PalletXMiles#LooseCases#Pallets#Claims#Orders170,123499,689167,546154,539661,3891,035,546843,869305,769395,342203,903Process:TOTALCOSTOrderFulfi
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ActivityIowaLosAngelesNewYorkTempeMichiganReceiveorders0.09
0.15
0.16
0.06
0.06
Orderset-up0.83
0.59
1.22
0.84
0.71
CheckingRXs0.68
0.60
0.59
0.24
0.76
FilehardcopyRXs&scan0.07
0.10
0.16
0.12
0.25
Processinventory0.07
0.04
0.07
0.03
0.21
Bag&shiporders12.06
7.72
8.45
6.90
7.47
ActivityIowaLosAngelesNe////
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MarketSuppliersCIOFIII.Performer/JobLevelII.ProcessLevelI.OrganizationLevelProductsServicesNeeds
MarketSuppliersCIOFIII
,..purchaseorderordersinvoicesamples/ductrequestsextrusionsSUPPLIERSCUSTOMERSpromotionsOrderFulfillmentStorePick,pack,shipbill,collectStrategicPlanningPlanning&ControlProductDevelopmentTestdieBuilddiedesignProductionProductmadeProcurementBuymaterialStore&issueOrderGenerationOrderenteredpromotionInStockWorkorderSalesorderproductRequisitionMaterialsLinetimeNewDiesGoals/plansPerformancereportsPricetargetsYesNoHumanResources/Systems/Maintenance/FacilitiesSupportprocessesCorp.Gov.6%7%4%48%22%13%
,purchaseorder
CustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYes
CustomerCallFirstLevelSeco
ActivityDriverDriverQtyActivityCost$/Unit#CreditControlTransactions1,893
36,414
19.24#3PieceHeight&DiaChangeovers20
171,200
8,560.00#3PieceHeightChangeovers59
43,850
743.22#InkMixes6,401
68,276
10.67#ProductsCosted115
5,550
48.26#TradedSalesTransactions866
7,162
8.27#Plant7WorksOrderIssues40,551
48,084
1.19#Hrs.Run3Pc.GoodProducts22,261
1,305,303
58.64#Hrs.RunDRDGoodProducts14,477
1,100,338
76.01#Hrs.RunMarq.GoodProducts9,078
1,205,748
132.82#Hrs.RunRect.LineGoodProducts2,981
410,534
137.72ActivityDriverDriverQtyAct&:
CustomerCallCenterFirstLevelTechnicalDep’tSecondLevelTechnicalDep’tInventoryManagementSchedulingLogisticsSiteTechnicianEscalationR&DCallCloseTransferorRerouteCustomerinformedofSolutionCallTransferReferencedocsPredictivecall(electronical)CustomercallsIVRRoutingHWProblemIdentify-Customer-Product-SLAVerifyEntitlementValidationCompleted?HardwareLogCallRe-repairQualifiedbyKnowledgetoolsToProcess5Installation?1stlevelproduct?RerouteIdentifyProblemRemotesolved?HWProblem?Qualificationdone?ProblemIDIdentifyPartIdentityDeliveryMethod(orderparts-somecountries)SolutionskillIDDispneeded?LaunchesCourierLogisticProcessSolutionIdentified?ValidationIdentifyPreblemIDpartIDDMSolutionskillDispneededCustomertold2ndLinewillcallbackRemoteorProblemsolved?PredictiveGroupRoutetoP2HelprequiredTechnicalAssistantResearches/SuggestsSolutionIdentifyon-siteResourcesOrderPartsAssignCall(someDeliverymethodautomated)ToInstallationProcessTech’ndispatchedPartsProcessCEgoestositecollectspartsRepaircompleted?FinishRepairEscalationProcessProcesssameasDivXR&DProcessOffLineValidationClosecallClosecallClosecallNoNoNoYesYesNoYesYesNoNoYesYesNoYesYesNoYesNoYesNoYesYesNoYesYesNoNoYesNoNoYesYesNoNoYesABCACTIVITY#524CALLRECEIPT$0.2mABCACTIVITY#355CUSTOMERQUALIFICATION$1.1mABCACTIVITY#274DISPATCHPARTS$0.3mABCACTIVITY
#432
ON-SITEFIX$7.9mTotalProcessCost=$9.5m&:CustomerCal
Process:TOTALCOSTOrderFulfillmentProcess:$4,437,716ActivitiesInProcess:CostApprovecreditsCollectingaccountsFreightdeliverycostEntercreditnotesEntercustomerordersFreightpalletmilescostPickloosecasesPickingpalletsPaypromotionalclaimsShippingpaperworkDriver#Credits#Orders#Orders#Credits#Orders#PalletXMiles#LooseCases#Pallets#Claims#Orders170,123499,689167,546154,539661,3891,035,546843,869305,769395,342203,903Process:TOTALCOSTOrderFulfi
.(),.’s.
ActivityIowaLosAngelesNewYorkTempeMichiganReceiveorders0.09
0.15
0.16
0.06
0.06
Orderset-up0.83
0.59
1.22
0.84
0.71
CheckingRXs0.68
0.60
0.59
0.24
0.76
FilehardcopyRXs&scan0.07
0.10
0.16
0.12
0.25
Processinventory0.07
0.04
0.07
0.03
0.21
Bag&shiporders12.06
7.
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