This case study is an example of triaging a custom job-shop business.
This multi-national client manufactured complex, custom configured products in two countries and shipped them world wide. Its sales force and engineers responded to Requests for Proposals / Bids by working with in-house engineers to propose custom solutions. There were three levels of complexity; off-the-shelf products, low-complexity configurations of existing products and highly complex built-to-order products.
Refer to the Triage Exams and Points-of-Pain to visualize what this company's CEO was confronted with.
The triage focused the management team on improving proposal and bid development, which led to an improved sales closure success after several months. At the time of triage they were closing only a third of their proposals. Additionally, their most custom proposals were the highest risk from a warranty service perspective. They reduced this warranty risk by including warranty service experts in the custom proposal development.
The New CEO of this custom manufacturer used the session to understand all the moving parts and who was responsible for them -- a great use of Process Triage. This project included two workshops; one team mapped and triaged from Sales to Customer Acceptance, the other team handled the complex Customer Support work flows.
We triaged for process pain, speed, quality, and workflow risk points. This company had plants and offices scattered all over Europe and the United States, so the workshop was an excellent team builder.