deal size by customer
Sales
Order cycle time
Order cycle times reduction of 65% or more recorded with mftrs contacted
Cost of Sales
Days Sales Outstanding reduction from 60 to 29 days on average
Cross-sell and up-sell revenue
Increase of 33% on aggregate
Average sales price per order
Increase from 9% to 26%
Quote and Order
Average costs to complete an order
95% reduction in cost per order
Special Pricing Requests
Over 100% ROI on automating Special Pricing Requests
Bad or incomplete orders
Incomplete order reductions of 20%
Customer Service
Number of customer complaints
98% reduction in cost of simple requests
Revenue lost to churn
60% when cross-selling is used with quote-to-order
Number of calls on order status
Median level of 500 per week to 70
Warranty and Returns
Reduction in warranty cost on customized products
10% reduction at a minimum
Labor cost reductions
Decrease order re-work from 15% to 2%
Future Research
What is most lacking in the article however is a progression of where their research could be applied throughout the complexity levels of mass customization. The graphic below based on analysis from Columbus (2003) shows the varying levels of mass customization with color gradations applied to the definition of guided selling, quote-to-order or sales configuration, and product configuration. The message of this chart is that constraint-based engines can scale from the most simplistic (Assemble to Order) functions...
Receipt of information is not typically confirmed, either by internal or external users. For the most part, the people uploading new information do not need to know whether or not the information has been received. There are exceptions -- customer service staff updating an order will want to know that the updated information has been received. They will typically see a note (subset information accessed via the bar code) on
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