Process mapping and KPIs modelling for a manufacturing company

This paper is structured as a case study, intended to provide a detailed mapping of the order flow of a real company, working as a manufacturer of plants and equipment for logistics activities. A set of on-site visits initially allowed to describe the order flow process and the players involved. Then, interviews, talks and meetings with the managers of the various interested departments allowed to map the activities carried out by those departments and the relationships between them. Process mapping also highlighted the main criticalities of the order flow and of the suppliers’ management. Solutions to these criticalities were based on the introduction of departmental and supply chain key performance indicators, relating to the lean, agile, resilient and green supply chain perspectives, and to the service factors. From the computation of some selected indicators, an initial overview of the suppliers’ base of the company was obtained, together with suggestions on how to improve the current management of the order process.