Abstract
Cross-functional coordination among engineering, sales and production departments is known to be beneficial for improving order fulfillment processes. In Engineer-to-Order (ETO) companies, sales, design and production activities are strongly interrelated and sometimes they overlap, thus requiring cross-functional coordination. In these companies, design and production activities can be both partially performed before the customer order arrival. ETO companies pursue different objectives and implement different managerial approaches before and after the customer order decoupling point (CODP). However, despite its relevance for company performance, how ETO companies manage cross-functional coordination and how departments are coordinated before and after the CODP is still understudied. This paper sheds light on this topic by investigating 12 case studies in the Italian machinery industry. Results suggest that the coordination mechanisms used before and after CODP are different, and vary depending on the CODP configuration chosen.