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Mission

Mission. Our Mission is to provide our customers with the highest level of customer service by packing and shipping customer orders with zero defects. Vision Our Vision is to ship customer orders within 48 hours of receipt, packed to so merchandise is received undamaged, and with zero defects.

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Mission

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  1. Mission • Our Mission is to provide our customers with the highest level of customer service by packing and shipping customer orders with zero defects. Vision • Our Vision is to ship customer orders within 48 hours of receipt, packed to so merchandise is received undamaged, and with zero defects.

  2. Charter • Mission – Our Mission is to provide our customers with the highest level of customer service by packing and shipping customer orders with zero defects. • Burning platform – High levels of customer service provides Student Crafts with marketing opportunities in open new markets and expanding their circle of influence. • Process Description – Orders are received from customers, merchandize picked, packed, and shipped. • Problem Statement – Current warehouse arrangement is an impediment to efficient picking, packing and shipping. • Sponsor – Tim Glotzbach • Process Owner – Deloris Reid • Team Lead – Deloris Reid • Facilitator – Richard Smith • Team – Deloris Reid, Charles Gipson, Cheryl Foegen, Hannah Storey, Kyra Robinson, Carly Dillow, Jessica Swafford, Aaron Shelton, Zachary Spicer.

  3. SIPOC Suppliers Inputs Process Outputs Customers Retail phone customers BC Requests Wholesale Customers Broom Craft Wood Craft Weaving Pottery Phone Internet Fax Mail Verbal Request Product Transfers Production credit given to the department. Customer Invoices Craft Departments Retail and wholesale customers Internal requestors Transfers entered in the ERP system Orders received are entered in the ERP system. Orders/Picklists are printed daily and given to the warehouse team for picking, packing, and shipping. Constrained by warehouse arrangement.

  4. Hi-Level Process Map Received orders are entered into the ERP system Daily orders are batch printed and queued for the picking / shipping process Customer orders are printed, picked, packed, and shipped. Customers are invoiced for shipments Transferred merchandize is inspected and stored in warehouse location Transfer orders are entered into the ERP system. Production credit is given to the craft production area

  5. SWOT Analysis • Student work force is not available 8 hours / day • Limited resources to be employed to make changes • Current customer service level is sporadic • Lost market share because of poor customer service • Enthusiastic student work force and staff • Autonomous control over work place • Creative craft envirionment Internal Strengths Weaknesses Opportunities Threats External • Capture new market segments • Outside sources for craft items could capture market share • Berea craft perception of quality could erode because of poor customer service

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  16. Project Team

  17. Report Out Notes • Organized storage to facilitate more efficient picking and packing – flow processing of orders. • Moved shipping to a separate location. • Improved broom storage capacity. • Freed up 90 square feet of space to be used for special projects.

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