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Live Case Study
The global leader in welding and cutting equipment is sharing their journey to improve on-time delivery (OTD) of spare parts for after-sales support to their customers. The journey started with selecting the game changer initiative thorough Hoshin Kanri (policy deployment) and then cascading the strategic objective to tactical and operational levels. This session will show the processes implemented to reach the desired goal and to sustain improvements.
Based on processes and data analysis, the project revealed that there was a lack of focus, inappropriate logistical support, and the inability to see the long-term impact on customer retention. The presentation focusses on solving these issues using DMAIC by monitoring leading and lagging indicators, implementing organizational and policy changes, and deploying tailored logistical support. The project was wrapped up with the development of a spares management system (SMS) to sustain the results and strive for excellence in after-sales support.