Order to Delivery Process
Complete customer fulfillment workflow from initial inquiry through final delivery.
Process Overview
This end-to-end process spans two departments (Brand Ops → 2000atelier) and typically takes 4-8 weeks depending on project complexity.
Process Flow Diagram
BRAND OPS (SALES) 2000ATELIER (DESIGN) 2000ATELIER (PATTERN) 2000ATELIER (PRODUCTION)
───────────────── ──────────────────── ───────────────────── ────────────────────────
[Client Inquiry]
↓
[SOP-100: Qualify]
↓
[SOP-101: Quote]
↓
[SOP-102: Contract]
↓
HANDOFF ────────────→ [SOP-001: Design Brief]
↓
[SOP-002: Concepts]
↓
[Client Approval]
↓
HANDOFF ──────────────→ [SOP-011: Pattern Create]
↓
[SOP-012: Grading]
↓
HANDOFF ──────────────→ [SOP-020: Cutting]
↓
[SOP-021: Sewing]
↓
[SOP-022: Finishing]
↓
[SOP-023: QA Inspection]
↓
[Client Delivery]
Involved SOPs
Phase 1: Sales (Brand Ops)
| Step | SOP | Owner | Typical Duration |
|---|---|---|---|
| Inquiry Response | SOP-100 | Sales Rep | 0-4 hours |
| Quote Preparation | SOP-101 | Sales Rep | 2-3 business days |
| Order Confirmation | SOP-102 | Sales Rep | 1-2 business days |
Milestone: Contract signed + deposit received
Phase 2: Design (2000atelier)
| Step | SOP | Owner | Typical Duration |
|---|---|---|---|
| Design Brief Intake | SOP-001 | Design Coordinator | 3-5 business days |
| Concept Development | SOP-002 | Lead Designer | 5-7 business days |
| Concept Presentation | SOP-002 | Lead Designer | 1 business day |
| Revisions (if needed) | SOP-003 | Lead Designer | 2-3 business days per round |
Milestone: Design approved by client
Phase 3: Pattern (2000atelier)
| Step | SOP | Owner | Typical Duration |
|---|---|---|---|
| Measurement Collection | SOP-010 | Pattern Maker | 1-2 business days |
| Pattern Creation | SOP-011 | Pattern Maker | 3-5 business days |
| Pattern Grading | SOP-012 | Pattern Maker | 1-2 business days (if needed) |
Milestone: Pattern approved and ready for cutting
Phase 4: Production (2000atelier)
| Step | SOP | Owner | Typical Duration |
|---|---|---|---|
| Fabric Cutting | SOP-020 | Cutter | 0.5-1 day |
| Sewing & Assembly | SOP-021 | Sewing Team | 2-5 business days |
| Finishing | SOP-022 | Finisher | 1-2 business days |
| Quality Inspection | SOP-023 | QA Inspector | 0.5 day |
Milestone: Final piece approved and ready for delivery
Total Cycle Time
| Complexity | Typical Duration | Notes |
|---|---|---|
| Simple (single costume, straightforward design) | 4-5 weeks | Minimal revisions, standard materials |
| Moderate (multiple pieces, some complexity) | 6-7 weeks | 1 round of revisions, specialty fabrics |
| Complex (intricate design, large production) | 8-12 weeks | Multiple fittings, experimental techniques |
Critical Handoff Points
Handoff 1: Sales → Design
Trigger: Contract signed + deposit received
Required Information:
- Signed contract
- Approved quote with scope details
- Client contact information
- Payment confirmation
Owner: Sales Rep hands off to Design Coordinator
Common Issues:
- Incomplete client information (delays intake)
- Unrealistic timeline expectations set by Sales
- Budget vs. scope mismatch
Mitigation: Sales uses SOP-100 qualification process thoroughly
Handoff 2: Design → Pattern
Trigger: Client approves design concepts
Required Information:
- Approved design sketches
- Material specifications
- Size/measurement requirements
- Construction notes
Owner: Designer hands off to Pattern Team Lead
Common Issues:
- Ambiguous construction details (pattern interpretation errors)
- Missing measurements or size information
- Material availability not confirmed
Mitigation: Design brief (SOP-001) includes complete technical specifications
Handoff 3: Pattern → Production
Trigger: Pattern completed and approved
Required Information:
- Complete pattern pieces with markings
- Fabric requirements and sourcing
- Construction sequence notes
- Special technique instructions
Owner: Pattern Maker hands off to Production Manager
Common Issues:
- Fabric not ordered in advance (production delays)
- Pattern pieces missing notches or markings
- Special techniques not documented
Mitigation: Production Manager reviews pattern and fabric status before accepting handoff
Common Delays & Mitigation
| Delay Cause | Typical Impact | Mitigation Strategy |
|---|---|---|
| Client slow to approve designs | +3-7 days | Set approval deadline in contract; follow-up sequence |
| Fabric out of stock | +5-10 days | Verify material availability BEFORE quote send |
| Pattern fit issues requiring revision | +3-5 days | Schedule fitting session for complex projects |
| Rush orders displacing current work | Variable | Charge rush fee (+50%); communicate delays to affected clients |
| Scope creep (client adds requirements) | +2-7 days | Use change order process; client approves timeline/budget impact |
Quality Gates
| Gate | Criteria | Responsible | Consequence of Failure |
|---|---|---|---|
| Contract Approval | Signed contract + deposit received | Sales Manager | Project does not start |
| Design Approval | Client written approval of sketches | Creative Director | Pattern work cannot begin |
| Pattern Approval | Technical review passed | Pattern Team Lead | Cutting cannot begin |
| Cutting Quality | Grain alignment, no flaws, complete pieces | Production Manager | Re-cut required (timeline delay) |
| Sewing Quality | Seam quality, construction accuracy | Sewing Team Lead | Rework required (timeline delay) |
| Final QA | Zero defects, all specs met | QA Inspector | Cannot deliver; rework or remake |
Process Metrics
| Metric | Target | Current | Measurement Method |
|---|---|---|---|
| On-Time Delivery Rate | ≥90% | Baseline period - data collection initiated Q1 2026 | Projects delivered by promised date / total projects |
| Cycle Time (Simple Projects) | ≤30 days | Tracking started Q1 2026 | Contract date → delivery date |
| Revision Rate | ≤30% | Historical analysis in progress | Projects requiring design revisions / total projects |
| QA Pass Rate (First Inspection) | ≥95% | QA tracking system implemented Q1 2026 | Projects passing QA on first inspection / total projects |
| Client Satisfaction (Post-Delivery) | ≥4.5/5.0 | Survey distribution begins Q1 2026 | Average rating from post-delivery survey |
Continuous Improvement
Monthly Review:
- Production Manager and Sales Manager review metrics
- Identify top 3 delays from past month
- Implement mitigation strategies
- Update relevant SOPs if process changes
Quarterly Optimization:
- Full process walkthrough with all stakeholders
- Identify handoff friction points
- Streamline communication channels
- Update cycle time targets based on actual performance
Process Owner: COO Last Updated: 2026-02-02 Next Review: 2026-05-02