Order Management Process

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This pertains to the management of a Sales Order. It is a simplified version of an MNC available in the public domain.

The processes that come under this are:
  • Expedite
  • Cancellation
  • Reporting Wrong shipments 
  • Keeping Wrong shipments
  • Returning Wrong shipments

Order Expedite

An expedite is a request to improve a promise date on a Customer sales order/ship set.
  • It can be raised by customers who have raised the order. 
  • It can also be raised by Account Manager assigned to a Customer’s account

Two Types of Expedites

Standard Expedite - A standard expedite can be requested by the Customer/Partner

Executive Expedite- An Executive Expedite is an expedite request that has Exceptional Items Status (EIS) status or has been assigned a new product hold. Customers/Partners can only request an Executive Escalation through an Account manager, who can decide whether to proceed with the Executive Escalation. If an account manager proceeds, he/she must submit a valid business case for VP and Manufacturing approval. 

Details required for expedite

●       Sales Order Number or Purchase Order Number
●       Ship Set Number
●       Most critical item(s) requested for expedite
●       Acceptable expedite request date range (both earliest and latest dates)
●       Upgrade Freight Service allowed: Express (2-3 days) or Premium (Overnight)
●       Early Shipments (ESF ) or Partial Shipments allowed

Holds and How to Manage Holds
A hold can be applied for several reasons. If a Customer is unclear, they should contact the Customer Service.

Cancellation
Company can accept cancellation requests more than 10 working days from the promise date of the requested ship set. Any cancellation request submitted less than 10 days from the promise date will already be in manufacturing and will not be accepted. If the line to be cancelled is too far in the ordering cycle, it will first need to be returned to its manufacturing location through the undispatch process, which can take more than 30 days to complete. The line will remain on cancellation hold until it is undispatched, and only then will it be possible to cancel it in the system. When Customers/Partners request cancellations that are greater than the approved threshold amount, the order line is put on “auto cancellation hold” and cancelled on the eighth day. The reason for this is to provide visibility of large cancellations.

Wrong Shipments
Wrong Shipments can be classified as Mis-shipments, Under shipments, Over shipments, Damaged shipments and Lost shipments

Reporting Wrong Shipments
Customers can use the available tool on the company website or contact the Customer Service via phone or e-mail to inform whether they want to keep or return the mis-shipped items. For Under shipments a new order for the missing items is created with invoice value 0$ to the customer

Keeping Wrong Shipments
If Customers/Partners want to keep the items, they should send an e-mail stating their request. Once validated, the company initiates an invoice-only order for the mis-shipped items.

Returning Wrong/Damaged Shipments
If Customers want to return the items, they should send an e-mail stating the request. The case will be investigated, and validated. Once done an RMA for credit will be created for the product on the original order and a replacement order at $ will be generated.
 

Reference: https://www.cisco.com/c/dam/en_us/buy/cs-info/downloads/commarch/html/reference-guides/module02-order-mgmt-proc.pdf

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