The price of responsiveness: Cost analysis of change orders in make-to-order manufacturing

► This study reveals the costs that customers. ' change orders incur to an MTO manufacturer. ► Costs are determined by the product, timing and the type of the change. ► Costs can be reduced with product and process modularity. ► Costs can be reduced by investing in the swift processing of change orders. ► Costs can be reduced with order freezing policies that vary among different types of changes.