Bullet Implements Advanced System to Enhance Customer Experience
Bullet's new daily operating report system, created to enhance the customer experience, is generating ever-increasing efficiencies throughout the organization. Providing a positive impact for the low-price leader's customers, this initiative strengthens the company's ability to provide exceptional service, reliability and quality at industry-leading prices.
The daily operating report (DOR) assigns jobs to employees, materials and equipment by prioritizing the workload to ensure customer orders will ship when promised. In addition, the upcoming months will bring the installation of terminals at each workstation to facilitate instant job status updates while the machines continue to run. This increased efficiency not only ensures that customers receive quick service, but also reduces costs, allowing Bullet to maintain its incredibly low prices.
Mike Shield, vice president of engineering and process improvement, is leading the initiative to automate the distribution and tracking of work. Information housed in the system, including metrics for pieces produced, hours worked and production costs are reviewed by management on a regular basis. Areas of improvement are then quickly rectified, resulting in the ability to process more orders than ever before.
Further improvements are focused on the preliminary steps to prepare orders for production. The system tracks order holds, customer calls and the movement of orders from one stage of approval to the next, reducing reworks and improving customer service.
"By tracking orders from inception to completion and using the data we collect to generate process improvements, we are taking productivity and customer service to the next level," said Shield.