Processing Throughput (Figure 7.1-9)
is a critical indicator of effective flow
through Collin’s processes, which
continue to benefit from the continuous
innovation present in the Collin culture.
Throughput is calculated from receipt of
order through shipment.
A customer-facing process that is highly
important to Collin’s customers is the
billing process. Collin measures accuracy
as well as timeliness of this process
(Figure 7.1-10). Current performance
levels have triggered two CI2
Teams: one
focused on improving the timeliness of
the very complicated invoicing process
used for the Aerospace business segment,
and another team on addressing
the accuracy of invoices for the Personal
Electronics business segment.
There would be no work for Collin EOs
if the sales and marketing processes
were not effective. Collin uses two
indicators: win rate and quote accuracy
(Figure 7.1-11). Over 80 percent of all
business is repeat business for Collin,
which enables high win rates. Quote
accuracy is another way that Collin
tracks process effectiveness. Percentage
accuracy indicates how effectively each
individual is completing that process.
The CSC is heavily reliant on CNet
availability and responsiveness (Figure
7.1-12) since the entire chain uses secure
portals to conduct business. The ITS group refers to the uptime
of such an integrated system as “the number of nines.” It
considers three nines typical for manufacturing and four nines
(99.99%) as leading performance for technical manufacturing.