Situation
The consolidation had moved staging, QA, repair, deployment, and fulfillment into one site faster than the processes and controls could follow. Customer-owned and vendor-owned inventory lacked clear ownership, cycle counts were scheduled but not completed, RMA and quarantine locations had no controls, and shipping accuracy had slipped.
System handoffs across NetSuite, IFS, and Monday.com did not reconcile. Customers were feeling it.
Approach
Warren Stout led a 90 day stabilization through Pursuing Excellence LLC. The work covered SOP development for staging, QA, repair, deployment, and fulfillment, inventory governance for customer-owned and vendor-owned stock, cycle count compliance cadence and variance root cause, RMA and quarantine controls, shipping accuracy controls, and an order-to-cash process review.
Alongside the process work, the engagement installed visual management, daily Tier 1 meetings and weekly Tier 2 reviews, leadership coaching, and a safety culture reset.
Results
- Service recovered and customer escalations fell
- Inventory ownership, counts, and controls established and sustained
- Shipping accuracy improved with a repeatable control
- Daily and weekly operating cadence in place and owned by the local team
- Referenceable engagement
What made it work
Separating symptoms from root causes before fixing anything, and building the cadence that keeps a system honest after the consultant leaves.
Results reflect Warren's executive and advisory roles and the teams involved. See all case studies.