Order Management

Process Design Pattern

Purpose

To deliver value to the customer!!

To ensure that the process is smooth and repeatable.

Entry Criteria

A team contributes order management activities for current products and services.

Objects

  • Order, Contract
  • Invoice, Receipt
  • Product or Service

Process Owner

  • Operations Manager,
  • Product Manager,
  • or Sales Manager.

Activities

  • Log the order
  • Validate the order (price / quantity / product / service)
  • Schedule the delivery
  • Accept the order
  • Create / obtain / deliver the product or service: Use Production / Distribution Processes
  • Obtain Payment
  • Close the order

Today, much of this can be self service ... however, the process must be understood and implemented.

Roles

  • Account Manager
  • Customer.
  • Order Specialist
  • Producer
  • Finance person (Invoice)

References

This process links to the following Best Practice, External Standards and Product Standards. Links to other processes that this process may start are also indicated.

NOTE: This process will vary due to the type of products and services that are delivered. This is the top level view of the customer experience. Specific products or services will be delivered according to a description of the product or service..