SIMPLIFY AND STANDARDIZE Case Study The Challenge A National Insurance company’s IT department provided instructional kiosks for its cus- tomers’ to explain the intricacies of insurance programs to employees. The kiosks were constructed by a vendor that made some of the machined parts, bought sheet metal from another supplier, purchased standard parts from other suppliers, and attempt- ed to engineer and manage updates and design changes themselves, with limited hand-written documentation notes. Project growth quickly outstripped the vendor’s volume capabilities and the ability to keep up with evolving design changes. The Solution Serco Manufacturing Company was selected to take over the project, and its first action was to create a drawing of the entire assembly in the design sof

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