Improving the quotation process: a lean case study at a job shop

Abstract

This study was conducted at a job-shop fabricating parts for the fastener industry. Due to stiff competition, the job-shop had two days to respond to all customer requests for quote. The current quotation process was repeatedly tardy. Consequently, they lost goodwill of several existing customers and failed to grow their customer base. This study thoroughly analysed the existing quotation process, recommended and implemented changes which resulted in shorter lead-times. A process flow diagram (PFD) was developed through interviews and shadowing the quote personnel. Analysing the PFD helped to identify and eliminate some of the non-valueadded tasks, resulting in shorter lead-time. Using a clustering algorithm, part families and a quote template for each family was formed. Templates facilitated standardisation of the quoting process, and helped to cross-train estimators. As a result of this study the number of lines quoted per month increased significantly; resulting in higher quote win percentage.