Why had on-time complete rates declined?


A make-to-order division of a large manufacturer experienced a significant decline in on-time order fulfillment, leading to curtailed demand. The leadership team asked what was behind the service issue and what actions should be taken in terms of process, people, equipment and software, within each plant and across the supply chain, to rectify the situation.


  • Analysis
    • Led a deep dive of the four main plants in the manufacturing network.
    • Met with plant management, planners and schedulers, production managers, shipping and IT managers on site.
    • Discussed challenges and potential solutions with corporate sales, finance, manufacturing, supply chain, quality, IT and other staff.
    • Developed new insights into the main drivers and their impact.
  • Recommendations
    • Developed recommendations at division and plant levels, focused on key aspects such as:
      • IT tools for plant management, planning and scheduling
      • Materials supply management process, tools and organizational roles
      • Production capacity, equipment, work force and maintenance


  • Delivered a holistic roadmap for short and long-term actions to drive substantial improvement in on-time complete fulfillment of customer orders.