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Customer service people are important users of ATP information along with the master schedulers. The way in which ATP is presented to these users often deter­mines their ability and willingness to use the data.



Most systems present the information to everyone the same the bottom of individual items' master schedule reports. Many customer service organizations take large numbers of orders for multiple line items. They need ATP in a form that helps them deal with these orders in a quick and efficient manner.


It takes too long for many of these people to look up ATP for items they are entering one at a time. If they cannot do this while the customer is on the telephone or at their computers, there will be little chance of ne­gotiating deliveries before promises are given. The value of ATP will be wasted and customer service levels will be affected.



It is possible to move the ATP calculation to the cus­tomer service representatives' desks. Their order entry screens can automatically check ATP for each line item as orders are entered and provide valid promise dates to the customers immediately. Whole orders can be re­viewed to determine if they can be delivered at the cus-tomers' requested ship dates, the need for partial deliveries, or the need to check with master schedulers to see if delivery dates can be improved.

To Be Continued

For balance of this article, click on the below link:

Lean Manufacturing Articles and click on Series 14

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