Achieving Class A Business Excellence: An Executive's Perspective

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CUSTOMER SERVICE

Your silence meant to others that you were in agreement with the demand forecast. It’s not acceptable to ride the fence or second-guess those numbers later.

We just didn’t see the pattern that is so obvious to us now.

 

 

 

 

 

While the Capable Planning and Control Team worked on the supply model and Planning Spine, Bart Billings, the Integrated Business Management Milestone Leader, was organizing the tasks for his team. The Integrated Business Management in Practice Course that had been held in a downtown hotel had covered most of what the Leadership Team needed to know about the process. Now they had to define the Cosmetics Products’ process. The milestone team, which included Peter, first needed to reach agreement on the makeup of product families and the unit of measure for each. After some study and discussion, the team agreed to start with their product categories as the product families. Roxanne supported that decision provided they remained open to change as they learned by doing; it would not be difficult to change family definitions in the early stages of their work. They selected Body Lotions as a representative family, including all SKUs except for Accessories, which they’d handle later.

The initial unit of measure selected was sales units, which wasn’t satisfactory to Manufacturing since sales units ranged in size from 5ml single-use samples to 500ml units for salon sales. After considerable discussion, Sales agreed to use liters as the unit of measure ...