THE OPTIMIZATION OF THE SALES ORDER DELIVERY PROCESS: A CASE STUDY OF A TELECOMMUNICATION COMPANY

Abstract

This research paper aimed to improve the lead time of the sales ordering process and minimize the delivery lead time to distributors. The study employed the DMAIC (Define, Measure, Analyze, Improve, and Control) model as a process improvement methodology. Through observations, interviews, and the application of various improvement tools and techniques, the root causes of delays in the sales ordering and delivery processes were identified. The study used a swim-lane process map to reveal connections among different processes and a fishbone diagram to determine the root causes of the issue, allowing for validation of current process execution. The proposed improvement plan includes several measures such as modifications to the order placement process, real-time payment integration, automated order verification and release, and the adoption of a decentralized distribution strategy. These changes are expected to streamline processes, reduce lead time, and ultimately improve customer satisfaction and overall business performance.