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INFO245 The Fulfillment Process

Outline. A Basic Fulfillment ProcessRole of Enterprise Systems in the Fulfillment Process. A basic fulfillment process. DefinitionOrder to cashQuote to cashInquiry to cashAll the steps needed to fill a customer order. Key Concepts and Assumptions. Sell-from-stockHigh volume, low cost products

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INFO245 The Fulfillment Process

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    1. INFO245 The Fulfillment Process

    2. Outline A Basic Fulfillment Process Role of Enterprise Systems in the Fulfillment Process

    3. A basic fulfillment process Definition Order to cash Quote to cash Inquiry to cash All the steps needed to fill a customer order

    4. Key Concepts and Assumptions Sell-from-stock High volume, low cost products Little choice for buyer Example: iPod Configure-to-order Low volume OR high cost products Base model + options Example: computer (Dell) Dell is lean SSB uses sell from stock

    5. A Basic Fulfillment Process

    6. Customer Inquiry

    7. Quotation

    8. Customer Purchase Order

    9. Sales Order

    10. Picking Document

    11. Packing List

    12. Customer Invoice

    13. Information Flow Instance-Level Information Status of a customer inquiry / order Which step of the process is it in? Have goods been shipped? When? Where are the goods? If not, when can we expect shipment? If shipped, has an invoice been sent? Has payment been received? Process-Level Information How much time does it take on average (e.g., order to ship, ship to invoice, invoice to payment)? Bottlenecks? Who are our most productive sales people? Least? Which customers are prompt in payment? Who habitually pay late? On average, how long does it take customers to pay? Are customers taking advantage of discount terms? What do we sell most? The least? Which customer(s)?

    14. Enterprise System in Fulfillment

    15. Process Level Information

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