CASE STUDY Situation—What common challenges does the order-to-cash transformation attempt to address? The technology vendor had promised, “This ERP upgrade gives you built-in lean supply chain management capability for the order-to-cash process. It delivers automated cost cutting and continuous process improvement capability.” Management was assured there was no need to perform manual process improvement to prepare in advance to improve the order-to-cash cycle. Over one year later, there was still no automated lean supply chain cost reduction, and no measurable gain in operational efficiency. The order-to-cash process was not improving. A pending acquisition required that supply chain management rapidly increase productivity to handle 25 percent more volume. And an industry slowdo

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