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Chapter 4: The Fulfillment Process

Outline. 2. A Basic Fulfillment ProcessRole of Enterprise Systems in the Fulfillment ProcessExercise Using Simulated SAP. A basic fulfillment process. 3. DefinitionOrder to cashQuote to cashInquiry to cashAll the steps needed to fill a customer orderKey concepts and assumptionsConceptual Fra

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Chapter 4: The Fulfillment Process

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    1. 1 Chapter 4: The Fulfillment Process

    2. Outline 2 A Basic Fulfillment Process Role of Enterprise Systems in the Fulfillment Process Exercise Using Simulated SAP

    3. A basic fulfillment process 3 Definition Order to cash Quote to cash Inquiry to cash All the steps needed to fill a customer order Key concepts and assumptions Conceptual Framework Physical flow Data and Document Flow Information Flow Financial Impact

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

    5. Physical Flow 5 What is the trigger? What are the steps? What is the purpose of each step? Who is involved in each step? How is communication and coordination accomplished

    6. 6 A Basic Fulfillment Process

    7. Document Flow 7 Customer Inquiry Quotation Customer Purchase Order Sales Order Picking Document Packing Document Customer Invoice Customer Payment Key questions regarding documents What is the purpose? What are the key data? General: Who, when, what, where Process / step specific: varies How does data change across the process? Who is responsible for the data?

    8. Customer Inquiry 8

    9. Quotation 9

    10. Customer Purchase Order 10

    11. Sales Order 11

    12. Picking Document 12

    13. Packing List 13

    14. Customer Invoice 14

    15. Information Flow 15 Instance-Level Information Status of a customer inquiry / order Has the order been acted on? 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 well is the process doing? How much time does it take on average? Per material? Per customer? Which customers are prompt in payment? Who habitually pay late? What do we sell most? Which customer(s)?

    16. Financial Impact of the Fulfillment Process 16

    17. Financial Impact 17 Impact on balance sheet and income statement accounts Example: Customer orders $500 in materials.

    18. Role of Enterprise Systems in the Fulfillment Process 18 Execute the Process Create Quotation Create Sales Order Prepare Shipment Send Shipment Create and send Invoice Receive and process payment Capture and Store Process Data Monitor the Process Instance-Level Information Flow Process-Level Information Flow

    19. Enterprise System in Fulfillment 19

    20. Customer Order (not in the book) 20

    21. Delivery Due List 21

    22. Picking document (Not in book) 22

    23. Billing Due List 23

    24. Process monitoring (Information flow) 24 Instance level – status information Status of a customer order (order history) Process level – aggregate information How is the process doing?

    25. Order history – Completed Order 25

    26. Order history– Payment Pending 26

    27. Process Level Information 27

    28. Exercise Using Simulated SAP 28 The exercises will take you through the following steps that have been discussed in this chapter: receive customer inquiry create quotation receive a customer purchase order create a sales order prepare the shipment (pick and pack) send the shipment (post goods issue) create a customer invoice receive a customer payment

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