Logistics. Receipt and processing of consumer orders (most important)

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Logistics. Receipt and processing of consumer orders (most important)

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28. RECEIVING AND PROCESSING A CONSUMER ORDER

Functioning of logistics systems aimed at meeting the effective demand of consumers. The products of the logistics system of the enterprise is the execution of consumer orders.

Order is an information unit of logistics operations. In the general case, it is a form that goes through all stages of the customer service process. An order, as a rule, combines all documents related to a particular transaction (agreement, contract).

Technological process of order fulfillment is a set of sequentially performed logistics operations. The sequence in which work is performed is determined by priority rules.

Customer service time - the time interval between the receipt of an order for the supply of products and the receipt of the ordered products by the consumer. This includes, in particular:

1) the time of placing the order in the prescribed manner (the time spent on correcting and clarifying the order);

2) time to transfer the order to the supplier;

3) the waiting time for the execution of the order, i.e. the time from the moment the order is received by the system until the start of service;

4) lead time of the order by the supplier;

5) the time of delivery of manufactured products to the customer.

Order Fulfillment Procedure - logistics operations related to the production and delivery of products to consumers based on their orders.

Order cycle:

1) for the seller, this is the time from the moment the order is received to the moment when the product arrives at the warehouse, where it is accepted by the consumer;

2) for the buyer - this is the period of time from the moment the order is placed until the moment the products are received.

Order cycle stages:

1) order planning - for a more even loading of production capacities, enterprises can draw up plans that distribute consumer orders over time;

2) transfer of the order - occurs in the period of time between the placement or sending of the order by the consumer and the receipt of the order by the seller;

3) order processing - collection, storage, transmission and processing of order data;

4) order picking and picking - carried out in accordance with the order picking sheet;

5) order delivery. There are two options: the recipient takes the products out of the warehouse on his own, or the order is delivered by the supplier to the recipient's warehouse.

Order execution quality indicators.

1. The speed of order fulfillment - the time from the moment the order is received to its execution (delivery to the consumer).

2. Uninterrupted execution of logistics operations - the ability of the enterprise service system to maintain the expected order execution times over many functional cycles.

3. The level of consumer service deficiencies - reflects the likelihood of failures in transport and logistics services;

4. Flexibility of logistics operations - the ability of the enterprise service system to meet the special needs of consumers.

Typical situations requiring flexibility:

1) support for unique sales and marketing plans;

2) introduction of a new product;

3) tailoring the level of service to specific markets or consumers.

Author: Shepeleva A.Yu.

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