Dramatically Improved Customer Service Through Integrated Operations and Scheduling


Cross-functional collaboration enables breakthrough customer order fulfillment performance


Context and Challenge

  • Production reliability and inefficiency issues coupled with chronic less-than-lead time customer order changes drive production schedulers to constantly revised and release the daily production schedule

  • When making changes, schedulers would not consult with Operations supervisors to determine impact of changes limiting feedback from shop floor driving further disruptions and inefficiencies

  • Production supervisors commonly disregarded product-compatibility sequence and executed the work-plan according to their priorities – this led to significant change-over time and off-spec production

  • Manually producing, manipulating and maintaining the schedule required up to 12 man hours / day



  • Established a “frozen schedule” policy for 24 hours - coached schedulers on impact of schedule changes to raise awareness and drive behavior change

  • Created and piloted an integrated scheduling system to link and translate information from multiple sources, formats, and users into one version of the truth

  • Implemented daily meeting to ensure alignment around schedule and production priorities. This lead to a “frozen” schedule up to 48 hours in advance

  • Defined Roles & Responsibilities around the daily scheduling information cycle. Established a decision hierarchy governing schedule changes and approvals

  • Measured and reported on root causes of schedule changes as well as schedule adherence to increase awareness of performance and the impact of changes

Evolve have demonstrated that consultants with the right skills and approach can really teach us something, and leave behind real long-term value.
— Delivery Unit Manager
ChemicalsNandalal Ramphal