Improving On-Time Delivery Through Internal & External Customer Care : A Continuous Improvement Approach
On-time delivery is one of the most critical metrics in aerospace manufacturing, repair stations, and distribution. Delays can have a cascading effect—impacting production schedules, customer satisfaction, and even compliance. But what if the secret to improving on-time delivery lies in how we treat both our internal and external customers?
Treating Internal Customers Like External Customers
It’s easy to focus on external customers—the ones we send finished products to—because they’re the ones paying the bills. But the truth is, internal customers (the teams and departments that rely on your processes to move forward) are just as important. In fact, treating internal customers with the same care and respect as you would an external customer can drastically improve the flow of your operations and, ultimately, on-time delivery.
Think about it: when departments or teams don’t communicate effectively, when parts are delayed or incorrectly processed, when resources are misallocated, the impact is felt downstream. The result? Delays, quality issues, and a domino effect on customer commitments. So, how can we treat internal customers with the same level of attention?
Clear Communication: Just as you would discuss expectations with an external customer, setting clear, agreed-upon expectations with internal teams ensures everyone is on the same page.
Accountability: When each team understands their role in the supply chain and takes ownership of their work, the entire process becomes more efficient, reducing the likelihood of delays.
Proactive Support: Be proactive in addressing challenges, and give internal teams the resources or support they need to do their job on time. A problem solved early prevents a crisis later.
Built-in Quality: Do Not Receive a Bad Part, Do Not Pass on a Bad Part
Now, let’s talk quality. Quality is not something that should be inspected in at the end of a process; it should be built into every step. This is where the principle of “do not receive a bad part, do not pass on a bad part” comes into play. Imagine the scenario: an incoming part fails to meet quality standards. If you pass this part along to the next stage, you’re just pushing the problem forward—leading to rework, delays, or worse, a final product that doesn’t meet customer expectations.
Building quality directly into your processes involves identifying and preventing defects as early as possible. It’s about creating an environment where quality is everyone’s responsibility, and the focus is on prevention rather than inspection.
Tools like Poka-Yoke (mistake-proofing) can be invaluable here. These simple devices or techniques prevent errors before they happen—whether that’s an assembly fixture that ensures parts are inserted correctly or a sensor that detects out-of-spec conditions. By integrating such tools into your workflow, you reduce the risk of defects and delays, enhancing both internal and external on-time delivery.
Partnering with Suppliers: A Mutual Benefit Approach
On-time delivery doesn’t just depend on internal operations. Your suppliers play a crucial role in ensuring that parts and materials arrive on time and meet quality standards. But how can we ensure that our suppliers are aligned with the same objectives? The key is treating suppliers as partners, not just vendors.
Building a mutual benefit relationship means working with suppliers to create a win-win situation for both sides. Suppliers who feel like partners are more likely to invest in quality, timely deliveries, and shared success. Here’s how to foster these relationships:
Clear Expectations: Just like with internal teams, setting clear expectations with suppliers about delivery times, quality standards, and the consequences of delays is essential.
Collaborative Problem Solving: When issues arise (and they will), work together with your suppliers to find solutions, not blame. This creates an environment of trust and cooperation.
Continuous Improvement: Work with suppliers to implement continuous improvement techniques, such as Lean, Six Sigma, and Poka-Yoke. By encouraging them to adopt similar practices, you create a more resilient supply chain, with fewer delays and quality issues.
Learning Points:
Customer Service is Internal Too: The better you treat your internal customers (teams and departments), the smoother your operations will run.
Prevention Over Inspection: Building quality into the process—not just inspecting at the end—ensures that you catch problems early and deliver on time.
Supplier Partnerships Matter: Treat your suppliers as partners and work together towards shared goals for a more reliable, on-time supply chain.
Poka-Yoke for Perfection: Simple, cost-effective mistake-proofing techniques can prevent costly delays and defects.
Collaboration Fuels Improvement: On-time delivery is not an isolated goal—it’s a team effort between internal teams, suppliers, and customers. When everyone is aligned, success is inevitable.
By focusing on both internal and external relationships, ensuring quality at every step, and collaborating with suppliers, you can dramatically improve on-time delivery. Continuous improvement is the path to precision, and when everyone—from internal teams to suppliers—is on board, your operation becomes a lean, mean, delivery machine!
About the Author :
Mr. John A Foster CQP MCQI
Director
The Business Systems People
A Division of Trilith Group Limited, Solihull, England, UK.
Mr. John Foster, CQP MCQI, is a seasoned Quality and Lean professional with a wealth of knowledge and hands-on experience in introducing quality systems and Lean practices. Renowned for his ability to bridge the gap between theory and practical application, John has a proven track record of delivering impactful results while fostering collaboration from the boardroom to the shop floor.
Mr. John Foster, with a career spanning leading organisations such as Rolls-Royce Aero Engines, Marconi, North Warwickshire and Hinckley College, Caterpillar, Dunlop Aircraft Tyres, Goodrich, UTC, Exova, Meggitt, IMKRA, and his consultancy, The Business Systems People, John has built a reputation for driving operational excellence across the aerospace and manufacturing industries. John‘s deep industry expertise and ability to diagnose and resolve complex challenges make him a trusted partner for businesses seeking to improve quality, compliance, and efficiency.
Described by colleagues as wise, reliable, and calm under pressure, John is a natural leader and mentor who thrives on helping others succeed. Whether coaching individuals, guiding teams, or supporting career development, his approachable and perceptive nature makes him an invaluable sounding board for professional growth.
Though widely regarded as a people person, John is not one to go along with the flow. If he believes something is not right, he stands his ground with logic, tenacity, and an unwavering commitment to doing what’s best. Mr. John Foster challenges assumptions, asks the tough questions, and ensures that decisions are driven by sound reasoning rather than convenience or compromise.
Committed to excellence, John is a meticulous and resilient – qualities that enable him to navigate even the most complex challenges to completion. Mr. John Foster passion for continuous improvement extends beyond processes and systems to people, as he actively empowers others with insightful advice, practical tools, and effective solutions to help them thrive.
A true sensei in the art of Lean and continuous improvement, John embraces the philosophy of asking better questions, particularly in the context of Kata, to drive meaningful, sustainable change. Along his humble Kaizen journey, he remains dedicated to learning, coaching, and inspiring those around him.
With his sharp sense of humour and approachable demeanour, John creates an environment where people feel supported, motivated, and inspired. John ability to listen, connect, and lift others up has earned him deep respect and lasting relationships in both professional and personal circles.
More than just an expert in his field, John is a trusted leader, mentor, and friend—one who consistently goes the extra mile to ensure success for the people and organizations he supports.
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