DWSD.md
v1.0

Order to Delivery

type
unit
unit-type
work-system
flightlevel
2
contributes-to
Portfolio
delegator
Ingrid Halvorsen
tags
factory-studio
version
1.0
decision_date
2026-06-01
review_date
2027-05-31
created_at
2026-10-11

In context

Inferred from the org folder · scroll to zoom, drag to pan, click a box to open it

Purpose

Take every customer order from entry to invoice — and take care of the few that do not go through on their own. The order process itself is defined in the ERP and runs there: order entry, scheduling, production order, invoice. About ninety-three in a hundred orders pass without anyone touching them. That part is factory mode, and it should stay that way.

The rest — an unpriceable configuration, a date the plant cannot make, a credit block — falls out. This work system exists for those: a defined trigger (the Order Andon), a place where people work the case together with an agent (Order Studio Board), a way back into the ERP, and a loop that learns why orders fall out. That part is studio mode. Neither the ERP nor the line organization describes it; here it is a work system of its own.

Its people come from three departments — Sales, Manufacturing and Supply Chain — and stay there. The work system is the flow they share, not a unit they belong to.

Key Responsibilities

  • Own the Customer Order Route: the factory stages in the ERP and the studio around them.
  • Answer every flagged order within four working hours and return it to the ERP within two working days (the Order Andon).
  • Turn recurring reasons for studio cases into changes — an ERP rule, an agent, an agreement — at the monthly Order Exceptions Review.

Customers and Deliverables

  • Fleet operators, depots and installers — confirmed dates, delivered chargers, correct invoices.
  • Portfolio — order intake, on-time delivery, and the reasons orders fall out.

Dependencies

On the ERP and the external partner who runs it (Voltfeld has no IT department of its own); on Manufacturing for capacity and dates; on Supply Chain for parts availability; on the Platform Variant Rule for which configurations exist at all.

Key Challenges

  • The ERP assumes every order goes through. The seven in a hundred that do not used to live in mail threads and a shared spreadsheet, with no owner and no clock.
  • Fixes to the ERP went into the partner’s ticket queue and rarely came back.

Key Resources

Key Metrics and Monitoring

  • Share of orders that need the studio (target: falling); age of open studio cases; on-time delivery; reasons for studio cases, by month.

Evaluation Schedule

Reviewed yearly; next review 2027-05-31.

Modeling note

The work system has no member-of.

Like what you see? → Start — build your own org folder in ~2 min

Order to Delivery.md
---
type: unit
unit-type: work-system
flightlevel: 2
contributes-to: "[[Portfolio]]"
delegator: "[[Ingrid Halvorsen]]"
tags:
  - factory-studio
version: "1.0"
decision_date: 2026-06-01
review_date: 2027-05-31
created_at: 2026-10-11
---
## In context


```dwsd.topology
mode: infer
radius: 2
```


## Purpose


Take every customer order from entry to invoice — and take care of the few that do not go
through on their own. The order process itself is defined in the ERP and runs there:
order entry, scheduling, production order, invoice. About ninety-three in a hundred orders
pass without anyone touching them. That part is **factory mode**, and it should stay that
way.


The rest — an unpriceable configuration, a date the plant cannot make, a credit block —
falls out. This work system exists for those: a defined trigger (the
[[Order Andon]]), a place where people work the case together with an agent
([[Order Studio Board]]), a way back into the ERP, and a loop that learns *why* orders fall
out. That part is **studio mode**. Neither the ERP nor the line organization describes it;
here it is a work system of its own.


Its people come from three departments — [[Sales]], [[Manufacturing]] and
[[Supply Chain]] — and stay there. The work system is the flow they share, not a unit they
belong to.


## Key Responsibilities


- Own the [[Customer Order Route]]: the factory stages in the ERP and the studio around
  them.
- Answer every flagged order within four working hours and return it to the ERP within two
  working days (the [[Order Andon]]).
- Turn recurring reasons for studio cases into changes — an ERP rule, an agent, an
  agreement — at the monthly [[Order Exceptions Review]].


## Customers and Deliverables


- Fleet operators, depots and installers — confirmed dates, delivered chargers, correct
  invoices.
- [[Portfolio]] — order intake, on-time delivery, and the reasons orders fall out.


## Dependencies


On the ERP and the external partner who runs it (Voltfeld has no IT department of its own);
on [[Manufacturing]] for capacity and dates; on [[Supply Chain]] for parts availability; on
the [[Platform Variant Rule]] for which configurations exist at all.


## Key Challenges


- The ERP assumes every order goes through. The seven in a hundred that do not used to
  live in mail threads and a shared spreadsheet, with no owner and no clock.
- Fixes to the ERP went into the partner's ticket queue and rarely came back.


## Key Resources


- [[Paula Weiss]] (order coordination), [[Hanna Berglund]] (sales), [[Leyla Demir]]
  (production planning), [[Wen Zhao]] (supply), the [[Order Exception Agent]].


## Key Metrics and Monitoring


- Share of orders that need the studio (target: falling); age of open studio cases;
  on-time delivery; reasons for studio cases, by month.


## Evaluation Schedule


Reviewed yearly; next review 2027-05-31.


> [!NOTE]
> **Modeling note.** The work system has no `member-of`.