Customer Enquiry Management: Part of a Hierarchical System to Control Lead Times in Make-to-Order Companies
Customer Enquiry Management: Part of a Hierarchical System to Control Lead Times in Make-to-Order Companies
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DOI：
10.1057/jors.1993.7
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发表时间：
1993
影响因子：
3.6
通讯作者：
L. Hendry;B. Kingsman
中科院分区：
文献类型：
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作者：
L. Hendry;B. Kingsman
作者目前正在开发一个层次化的生产计划系统，专门为“制造订单”行业。其目的是控制公司处理的所有订单的交付和制造提前期。两个主要的决策层次确定-客户查询阶段和订单发布阶段。输入/输出控制在这两个阶段进行。本文关注的是在客户查询阶段使用的控制机制。确定了两个重要的工作积压，沿着与其相关的积压长度。该系统旨在将这些积压保持在预定的最小和最大长度之间，以便在可接受的时间长度内处理所有订单。它表明，这两个积压的方式，使他们能够同时控制。因此，提出了处理传入客户订单的程序。
The authors are currently developing a hierarchical production planning system specifically designed for the ‘make-to-order’ sector of industry. Its aim is to control the delivery and manufacturing lead times of all orders processed by a firm. Two major decision levels are identified - the customer enquiry stage and the order release stage. Input/output control is exercised at both stages. This paper is concerned with the control mechanisms used at the customer enquiry stage. Two important backlogs of work, along with their associated backlog lengths, are identified. The system aims to maintain these backlogs between predetermined minimum and maximum lengths in order to process all orders within an acceptable length of time. It is shown that the two backlogs are linked in a manner that enables them to be controlled simultaneously. Hence, a procedure for dealing with incoming customer orders is presented.