IMPROVING THE ORDER STATUS TRACKING PROCESS IN THE PURCHASING DEPARTMENT: A CASE STUDY OF AN ENGINE MANUFACTURING COMPANY

Abstract

This research aims to: 1) study and analyze the problems of the product order status checking process in the purchasing department of an engine manufacturing company, and 2) improve the product order status checking process in the purchasing department of an engine manufacturing company. The study focuses on reducing data search time and enhancing service efficiency for internal customers. The research employed a case study methodology through work observation, employee interviews, and time measurement of 10 sample purchase orders over a 3-month period. The study identified key problems: internal customers cannot independently check order status and must always inquire with purchasing staff. Each staff member has different data recording methods, resulting in time-consuming data searches and complex work processes. The main causes stem from lack of standardized data storage and inefficient tracking systems. The researcher applied ECRS principles (Eliminate, Combine, Rearrange, Simplify) to analyze and improve work processes by eliminating unnecessary steps, combining related procedures, and rearranging sequences appropriately, along with developing process flow charts to visualize the improvements. Research results showed that before process improvement, checking order status took an average of 160.77 minutes per item (total 1,607.7 minutes for 10 items). After improvement, it took an average of 131.37 minutes per item (total 1,313.7 minutes for 10 items), reducing operation time by 29.4 minutes per item, representing an 18.29% improvement with statistical significance. This improvement not only reduced working time for purchasing staff but also enhanced satisfaction of internal customers who can now receive order status information more quickly and accurately. The research findings can be applied to other organizations with similar operational characteristics.