Sales V/S Operations
A customer calls up at a factory premises for a status update on his order. He was assured of delivery within 4 to 6 weeks time. It’s been six weeks now.
The supervisor handling the shop is nonplussed. They realize that a work order has not been released. Production will not begin until a work order has been released.
The work order can be released only after a set of designers release a set of customer approved drawings. The drawings have been sent to the customer a week ago but there has been no response. Also there has been no follow up from the designers.
The designers had already been flushed with work for the past few months. They had to put this order in the back burner for a month. Six weeks have passed by and there is still no sign of a work order. Would you like to bet on the customer’s reaction?
A closer look will reveal that it would have been impossible to deliver the order under the stipulated time. Why did this happen?
Traditionally a sales guys job is to sell. He is more concerned about his numbers, his targets, his bonus. Right?
The main problem here is how does a sales guy garner more business without upsetting production schedule? How to stop making unkept promises? This basically means you involve the operations people on a sales pitch. This is easier said than done.
Operations guys like to ‘NOT’ upset their schedule even for GOD. Sales guys like to bend a little backwards once in a while; in customer serviceand thus company interest of course. How will you build enough flexibility in the system without raising inventory? How will you manage cash flow and customers?
A sales guy performs an unsaid function. He insures against the loss to a customer. He makes sure that a customer sticks with the business just so that he is not stolen away by a competitor In a highly competitive market, this could make or break a business.
I stop with more questions than answers. Maybe i shall know the truth someday…
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