DWSD.md
v1.0

Order Andon

type
agreement
agreement-type
work
for-domain
Order to Delivery
agreement-of
Order Studio Board › Flagged , Customer Order Route › case @ Studio (before)
tags
factory-studio
version
1.0
decision_date
2026-06-01
review_date
2026-12-01
created_at
2026-10-11

Driver and Requirement

The ERP assumes every order goes through. About seven in a hundred do not, and until June 2026 those lived in mail threads and a shared spreadsheet: no owner, no clock, and the customer learned about the problem when the delivery date passed. The factory needs an andon cord — a defined way to stop one order, get the right people to it quickly, and send it back.

Who is responsible for what?

Description

An order is flagged when it cannot be priced, scheduled or released without a person. A flagged case is answered within four working hours and is back in the ERP within two working days, or it moves to Waiting on Customer with the customer told. At most four cases are worked at once. Every case leaves the studio with a reason code — that code is what makes the next improvement possible.

Evaluation Criteria

  • No flagged case unanswered after four working hours.
  • Fewer than five in a hundred orders need the studio by the end of 2026.

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Order Andon.md
---
type: agreement
agreement-type: work
for-domain: "[[Order to Delivery]]"
agreement-of:
  - "[[Order Studio Board]]#Order Studio/col:Flagged::in"
  - "[[Customer Order Route]]/stage:case @ Studio::before"
tags:
  - factory-studio
version: "1.0"
decision_date: 2026-06-01
review_date: 2026-12-01
created_at: 2026-10-11
---
## Driver and Requirement


The ERP assumes every order goes through. About seven in a hundred do not, and until June
2026 those lived in mail threads and a shared spreadsheet: no owner, no clock, and the
customer learned about the problem when the delivery date passed. The factory needs an
andon cord — a defined way to stop *one* order, get the right people to it quickly, and
send it back.


## Who is responsible for what?


- The [[Order Exception Agent]] — flags an order the moment it will not go through, and
  prepares the case: what is missing, which options exist.
- [[Paula Weiss]] — picks up every flagged case and pulls in whoever it needs.
- [[Leyla Demir]] for dates, [[Wen Zhao]] for parts, [[Hanna Berglund]] for anything that
  needs the customer.


## Description


An order is flagged when it cannot be priced, scheduled or released without a person. A
flagged case is answered within **four working hours** and is back in the ERP within **two
working days**, or it moves to `Waiting on Customer` with the customer told. At most four
cases are worked at once. Every case leaves the studio with a **reason code** — that code is
what makes the next improvement possible.


## Evaluation Criteria


- No flagged case unanswered after four working hours.
- Fewer than five in a hundred orders need the studio by the end of 2026.