Order Management

Process Design Pattern

Purpose

To deliver value to the customer!!

To ensure that the process is smooth and repeatable.

Outcomes

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)

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.

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.

External Standards

ISO 9001:2015 Quality Management Systems: Requirements

Initiates

Production

Support

Warranty

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..