In this example, we are interested in
improving the timeliness and accuracy of a
refurbishing service offered by an equipment
manufacturer.
Refurbish engineers evaluate the
received equipment and send a quote to the
customer. Historically the quote
underestimates the eventual cost, resulting in
losses. As well, the promised time for
completion, which establishes the customers’
expectations, is chronically underestimated.
The cycle time for the whole process can
be as short as one week but can stretch out to
one month if parts are not available