Abstract
Order promise starts with calculating delivery schedule and is one of the critical processes to meet customer requirement. The efficiency and accuracy in carrying out the process are key performance indexes that will affect customer satisfaction, future orders to MTO (Made-To-Order) enterprises, and productivity and workload of employees. Therefore, the excellence of these order promise KPIs (Key Performance Indexes) is pursued constantly by any enterprise attempting to improve customer service level. This study intends to improve the above mentioned KPIs(Key Performance Indexes) of IC Carrier manufacturers through applying LEAN Production methodologies which include: interpreting customer requirement, setting goals and objectives, developing cross functional task forces, conducting value chain analysis, and practicing ECRS(Erase, Combine, Rearrange, Simplified) methods. This study verified that the LEAN practices are effective in improving order promise KPIs and therefore achieving customer expectation, and are helpful in meeting the objectives in both accuracy and customer service level. Key words: Order Promise, LEAN Production, MTO