Creating a Process Map

Before Scenario: Information Flow Challenges
In our organization, we’ve been grappling with significant issues related to information flow. These challenges are particularly pronounced due to missed emails, repetitive back-and-forth communication on the same issues, and a reluctance to fully embrace the capabilities of the Microsoft Suite tools available to us. As a result, the transfer of critical information between departments within our Maintenance, Repair, and Operations (MRO) framework has been less efficient than desired.
One specific area where this problem manifests is in the E10 Logistics department. Requisitions are primarily sent via email( by the floor management), but this approach has its drawbacks. The sheer volume of emails makes it easy for requisitions to be overlooked, leading to missed orders or delays. The logistics team relies heavily on this information to process orders and coordinate with Planning, the Customer Maintenance Support Representative (CMSR), and Production Leads. Unfortunately, the reliance on email communication often results in inefficiencies. For instance, printed communication is sometimes hand-delivered to Production Leads, necessitating additional time spent locating leads and verifying information.
Root Causes:
1. Walking Distance for Information Retrieval: The physical distance between the materials team and email senders (such as Planning, Production Leads, and CMSR) contributes to delays. This unnecessary motion impacts efficiency and productivity.
2. Lack of Visibility on Orders: There is no clear visibility into orders sent from management, planning, or CMSR. This lack of transparency creates defects and hinders timely decision-making.
3. Missing Attachments and Information: Requisitions often lack necessary attachments or critical details, leading to further defects in the process.
4. Order Verification Gap: Without proper verification, we risk ordering incorrect items or encountering warranty-related issues. This can result in financial losses or wasted time.
5. Service Level Agreement (SLA) Gaps: There are no defined SLAs between different Service Center Departments, affecting inventory management and overall efficiency.
6. Lack of Centralized Order Database: The absence of a centralized “data base” for order requisitions compounds waiting times, defects, and unnecessary motion.
Requisitions are first sent from Floor management (Leads or planning), it is sent to the Parts team. Once it is sent to the parts team, the CMSR’s then have the choose if it is covered under warranty, free of charge, buy, epep or pending customer approval. Once this is done Parts team places the order. (Pending no issues of course)


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