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
 351029719.xlsx

Health
Hazard
Safety

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 351029719.xlsx

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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 351029719.xlsx

Health
Hazard
ss Safety

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 351029719.xlsx

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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 351029719.xlsx

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.
 351029719.xlsx

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
 351029719.xlsx

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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 351029719.xlsx

Health
Hazard
Safety

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 351029719.xlsx

Health
Hazard
Safety

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2
3
1
5
2
3