Measuring Response Capabilities in the Order Fulfillment Process

This paper introduces a systematic and quantitative approach for assessing manufacturing responsiveness at the operational or tactical level in a manufacturing business. In particular the paper presents a methodology for investigating response capabilities across the entire order fulfilment cycle, highlights specific research issues and presents industrial case study results. Previous work carried out at the Institute for Manufacturing at Cambridge University has developed working definitions of responsiveness and tools and frameworks for assessing qualitatively the impact of disturbances on, and the response capabilities of, production operations (Matson, 1999). Although response characteristics are now more clearly understood, what is yet to be developed is a systematic and quantifiable method for assessing the impact of disturbances and associated response capabilities. Additionally, it is necessary to extend this assessment to cover the entire order fulfilment cycle. The work reported here is concerned with the development of approaches for the measurement and benchmarking of response capabilities.