Featured Case Studies - Texwood

Texwood Industries is a US kitchen and cabinet supplier with 10 distribution centers nationwide. A subsidiary of the $10b NYSE Masco Corporation, one of the world's leading manufacturers of home improvement and building products, Texwood is a leader in its field and prides itself on offering customers quality, service, durability, value and selection.

MOTIVATION

Texwood Industries forecast that the installation and service side of its business would grow by 20-25% per annum. And the Company observed that its customers, large home-building businesses, increasingly want Installation as part of the package when they buy kitchens.

CHALLENGE

Texwood's installation and service process utilizes a nationwide network of sub-contracted installers as its frontline. The effective mobilization of this third party installation force involves a range of Texwood staff in multiple activities including installation scheduling, distribution center dispatch, post-installation inspection and approval, contractor payment, IT administration, builder management, and customer service. A combination of manual systems, ad-hoc spreadsheets and telephone inquiry had been used to "bridge the information gaps" between what the ERP and other systems could tell Texwood staff and what in fact was happening ’real-time’.

The Company decided to improve, standardize and automate its process nationwide and launched a Service Automation Manager (SAM) project to define and implement a new installation and service process that would meet installation and service goals. In addition, the project was chartered to further Texwood's goal of achieving quality excellence in every aspect of its business.

"We needed a system that could effectively manage our complex installation and service process for large home builders. Singularity, introduced by a US distributor MarketPoint, partnered with us to develop -in a matter of months - a solution based on the Singularity Process Platform." We achieved our goals and continue to leverage the system's flexibility to realize further gains."

John Huff,
VP Information Technologies