351029719.
xlsx
Organisation: Original Date:
Revision Date:
Process Map: Process Owner:
Supply Chain
Team:
Customer Complaint
Process Map
S/N Failure Mode Process
Avg Cycle
Process Description
Time
Start Cust Order
Receive Customer Order 2.6666667
Customer Status 10
Process Customer Order
Acknowledge Customer Order 35
Schedule Service Delivery 27
Execute Service 14
Service Acknowledgement 5
Customer Acknowledgement 3
Invoicing 2
Payment Receipt 4
Payment Processing 5
Close Service Contract 6
End of Customer Order
Page 1 of 17
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Health
Hazard
Safety
Page 2 of 17
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Organisation: Original Date:
Revision Date:
Process Map: Process Owner:
Supply Chain
Team:
Customer Complaint
Process Map
S/N Failure Mode Process
Doc
Process Description
Required
Verb Noun
Reject Customer Order
Process Customer Order
Start Customer Process
End Customer Process
Y Confirm Debt Status
Verify Invoice
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Health
Hazard
ss Safety
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Organisation: Original Date:
Revision Date:
Process Map: Process Owner:
Delivery Process
Team:
Cycle
Customer Complaint
Value Add Time
S/N
Failure Mode
Input Process Description
Start Delivery process
Customer Instructions Receive Customer Order
Generate Order Sheets Inform Dispatcher
Issue Order Sheets Instruct Field Operator
Pickup Confirmation Pick up Delivery Parcel
Check in Return Base
Assign DO Assign Delivery
Pick List Pickup Customer Parcel
Delivery Confirmation Deliver Customer Parcel
Check in Return Base
End Delivery Process
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riginal Date:
evision Date:
rocess Owner:
eam:
Health
Cost Procedure Spec
Hazard
Process Safety
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Rating of Importance to Project 10
Profitability
S/No.
Impact to
Process Step Process Input
Profit & Loss
Receive Customer Order Customer Instructions 9
Inform Dispatcher Generate Order Sheets 9
Instruct Field Operator Issue Order Sheets 6
Assign Delivery Assign DO 6
Pick up Delivery Parcel Pickup Confirmation 6
Pickup Customer Parcel Pick List 6
Deliver Customer Parcel Delivery Confirmation 6
Return Base Check in 3
Return Base Check in 0
Process Step Process Input
4
2
0
Lower Spec
Target
Upper Spec
This table provides the initial input to the FMEA. When each of the output var
1. List the Key Process Output Variables
2. Rate each variable on a 1-to-10 scale to importantance to the customer
3. List Key Process Input Variables
4. Rate each variables relationship to each output variable on a 1-to-10 scal
5. Select the top input variables to start the FMEA process; Determine how e
9 8
Customer
Growth
Satisfaction
On Time Sales
Delivery Increase
Total
9 6 219
9 3 195
6 3 138
6 3 138
6 1 122
6 1 122
3 1 95
3 1 65
0 0 0
0
0
0
0
0
0
0
1
3 1
0
5 0
9
1 4
4
the FMEA. When each of the output variables (requirements) are not correct, that represents potential "EFFECTS". When each input
cale to importantance to the customer
to each output variable on a 1-to-10 scale
tart the FMEA process; Determine how each selected input varable can "go wrong" and place that in the Failure Mode column of the F
EFFECTS". When each input variable is not correct, that represents "Failure Modes".
Failure Mode column of the FMEA.
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Organisation: Original Date:
Revision Date:
Process Map: Process Owner:
Supply Chain
Team:
Customer Complaint
Process Map
S/N Failure Mode Process
Cycle
Process Description Internal Req Total
hr Time
Start Cust Order
Receive Customer Order 5
Customer Status 10
Process Customer Order
Acknowledge Customer Order 35
Schedule Service Delivery 27
Execute Service 14
Service Acknowledgement 5
Customer Acknowledgement 3
Invoicing 2
Payment Receipt 4
Page 13 of 17
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Organisation: Original Date:
Revision Date:
Process Map: Process Owner:
Supply Chain
Team:
Customer Complaint
Process Map
S/N Failure Mode Process
Cycle
Process Description Internal Req Total
hr Time
Payment Processing 5
Close Service Contract 6
End of Customer Order
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Health
Hazard
Safety
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Health
Hazard
Safety
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2
3
1
5
2
3
