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The price of responsiveness: Cost analysis of change orders in make-to-order manufacturing

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  • Uskonen, Jukka
  • Tenhiälä, Antti

Abstract

The ability to produce goods according to customers' specifications may be an important competitive advantage, but it exposes manufacturers to the risk of customers requesting changes in their specifications during the fulfillment of their orders. Manufacturers often accept these change orders in the name of customer service despite the fact that they incur additional costs. This study uses empirical data and activity-based costing to explore the real values and the accrual mechanisms of change orders' costs. The results show that the total costs are considerable, but the analyses also reveal opportunities for cost savings through the categorization of change orders, time fencing techniques, and improvements in information processing.

Suggested Citation

  • Uskonen, Jukka & Tenhiälä, Antti, 2012. "The price of responsiveness: Cost analysis of change orders in make-to-order manufacturing," International Journal of Production Economics, Elsevier, vol. 135(1), pages 420-429.
    • Handle: RePEc:eee:proeco:v:135:y:2012:i:1:p:420-429
    DOI: 10.1016/j.ijpe.2011.08.016
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    Cited by:

    1. Ortega-Jimenez, Cesar H. & Garrido-Vega, Pedro & Cruz Torres, Cristian Andrés, 2020. "Achieving plant responsiveness from reconfigurable technology: Intervening role of SCM," International Journal of Production Economics, Elsevier, vol. 219(C), pages 195-203.
    2. Sandrin, Enrico & Trentin, Alessio & Forza, Cipriano, 2018. "Leveraging high-involvement practices to develop mass customization capability: A contingent configurational perspective," International Journal of Production Economics, Elsevier, vol. 196(C), pages 335-345.
    3. Ortega Jimenez, Cesar H. & Machuca, Jose A.D. & Garrido-Vega, Pedro & Filippini, Roberto, 2015. "The pursuit of responsiveness in production environments: From flexibility to reconfigurability," International Journal of Production Economics, Elsevier, vol. 163(C), pages 157-172.
    4. Wang, Xuping & Ruan, Junhu & Shi, Yan, 2012. "A recovery model for combinational disruptions in logistics delivery: Considering the real-world participators," International Journal of Production Economics, Elsevier, vol. 140(1), pages 508-520.
    5. Konstantinos Petridis, 2015. "Optimal design of multi-echelon supply chain networks under normally distributed demand," Annals of Operations Research, Springer, vol. 227(1), pages 63-91, April.

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