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Reliability and Responsiveness

Reliability and Responsiveness. Reliability. On Time and Complete Shipments Shipping complete orders on the day promised 100% late if one item is late, no partial credit! On time, complete and correct shipments Correct is about quality product See last slide. 97% sound good enough?.

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Reliability and Responsiveness

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  1. Reliability andResponsiveness

  2. Reliability • On Time and Complete Shipments • Shipping complete orders on the day promised 100% late if one item is late, no partial credit! • On time, complete and correct shipments • Correct is about quality product See last slide.

  3. 97% sound good enough? • We ship on time and complete 99.95% • At 97% on time, a dealer placing 10 orders per week would have a late order about once/month.For Trendwaythat is poor: for many others it is unachievable! • At 99.95% on time, for the same dealer and 10 orders per week, we are late about once every four years! On Time or On Trendway is easy to promise.

  4. Correct / Quality • We test our products here. • We meet daily to review all customer disappointments: it is a short meeting. • Quality, as reported by you, has improved 70% over the last 6 years.

  5. Why are we so reliable? • We measure it everyday. • Gemba meeting: daily, hourly team focus. • We start with good promises; advanced order planning checks parts and factory capacity. • Our employees are cross trained to build what you order when you order it.

  6. Reliability • We own and commit to great performance because we own the company. The passion of our team is our most powerful intangible edge . . . intangible until you experience our performance.

  7. Quality improvement? • We review issues daily. • We practice continuous improvement. • We measure quality at the team level. • We recognize improvement. • We meet with every team leader quarterly.

  8. Responsiveness…How fast are we? • Express orders ship in three days or less. • Workplace product ships two weeks or less. • 70% of orders ship in 2 weeks or less. • Specials, wood, TrendWall:1 month or less. • 3 2 1

  9. Why are we so fast? • Express product offering • Sweet spot product. • Includes what is needed to complete your office. • Express product offer is perfect for our core capabilities…to provide reliable solutions. • Express orders are automatically scheduled unless we have a parts / material issue.

  10. Why fast? • Good suppliers, and we measure them. • We will promise our best date. • We inventory when supplier lead time does not meet Trendway standard. • Flexible, cross-trained employees. • And we complete your order in one factory! • It’s just simpler that way!

  11. On Time or On TrendwayThere is one more slide…

  12. Quality PPM • PPM = Parts Per Million • Most measure PPM as the number of defects divided by the number of opportunities for defect: • A cell phone, for example, may have 400 opportunities for defect (400 things that could break). If one thing breaks the cell phone company will say they have 1 defect in 400 chances – 399 good, 1 bad • If your “3” key does not work your phone is 100% defective. • Trendway’s measure? 1 thing bad = 100% bad

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