business process : mapping

the brief

To identify and map the information and physical stock flows, hold ups, communication issues, and operational impacts contained within a European sales planning and logistics supply chain.

what we did

Together with the senior UK manager responsible for the local performance and sales results this process impacted, we identified all the local (UK) participants.
We interviewed the participants individually and constructed a process flow overview diagram which gave an ‘as is’ picture. It gained approval as a clear and accurate representation, showing a true picture including where the problems were. It highlighted all known bottlenecks, responsibility transfer points, and assumptions that formed part of the real workflows.
This exercise was also completed for the European HQ who owned part of the process. A similar ‘as is’ picture was created.
A consolidation of the two flows was made. This demonstrated assumptions and communication issues leading to operational problems throughout the process.
It showed that the current situation was leading directly to lost sales and to dissatisfaction throughout the entire internal and external sales planning and logistics flow. It was, therefore, be used as evidence that things needed to be changed.

outcome

The combined picture, together with supporting anecdotal and statistical information, was shared with the senior European executives. A commitment was made to improve the process. A number of separate projects were initiated that ultimately resulted in two new integrated planning and supply tools being developed and implemented.