Page 7 - Manual FAT EU

Manual FAT EU 2018

Figure 3: Original project time planning

2. General structure

Based on the FAT strategy, the Steering Committee Group analyzed the product and
service mix which is to be offered to customers. A total of twelve steps have been
defined, which are divided up along the entire value chain. For this bundle of
products and services, the actions necessary to achieve the goals of each of the
twelve steps have also been listed. The focus is on the processes during order
acquisition "Pre-Sales", order processing "Order to Delivery" and service "After
Sales" phases and addresses not only the actual Böllhoff services but also customer
expectations and requirements. The result is a mixed bag of activities that reflect the
company's core processes.

However, all these steps were carried out in different departments and individual
companies. Therefore, it was necessary to cascade the steps in sequence and divide
them up to such an extent that only one contact person is responsible for the
customer in each phase. Four areas were defined, which were separated by colours.
In order to abstract the classical function-oriented department names, the project
therefore spoke in colours, which are generally attributed to the following task areas:

 BLUE is responsible for the customer in terms of sales, profit margin and service
rate,
 YELLOW is responsible for timely customer deliveries based on service rate,
 GREEN is responsible for the customer-specific product solution measured in
terms of sales and production costs, innovation rate and time to market,
 BLACK is responsible for timely production and is measured by production
quotas, service rate and quality.

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