Abstract

Fulfilling customer orders in engineer-to-order (ETO) settings entails customization and, thus, greater complexity: detail and uncertainty. Tactical planning aims at demand–supply (DS) balancing by ensuring cross-functional integration (CFI), which incorporates coordination as one dimension. This study uses a case study approach to identify the key coordination mechanisms applied in the customer order fulfilment processes (COFPs) to mitigate the negative impact of complexity on DS balancing in four ETO-oriented settings. Within-case analyses identify the applied mechanisms, and a cross-case analysis elaborates on how they influence the detail and uncertainty in decision-making and problem-solving activities. Findings suggest a positive effect of formalized activity sequences, balanced team compositions, effective task designs and supportive information systems (ISs); and a positive (but contingent) effect of the other mechanisms. Future research may address other CFI dimensions (collaboration), statistically test the findings, or qualitatively deepen the understanding of the forms and impacts of individual mechanisms.

摘要

在按订单设计 (ETO) 设置中完成客户订单需要定制，因此更加复杂：细节和不确定性。战术规划旨在通过确保跨职能整合 (CFI) 来平衡供需 (DS)，其中将协调作为一个维度。本研究使用案例研究方法来确定客户订单履行流程 (COFP) 中应用的关键协调机制，以减轻在四个面向 ETO 的设置中复杂性对 DS 平衡的负面影响。案例内分析确定了应用的机制，跨案例分析详细说明了它们如何影响决策和解决问题活动的细节和不确定性。研究结果表明，正式的活动顺序、平衡的团队组成、有效的任务设计和支持信息系统（IS）；以及其他机制的积极（但或有）影响。未来的研究可能会涉及其他 CFI 维度（合作），对研究结果进行统计测试，或定性地加深对单个机制的形式和影响的理解。