I reviewed order management flow with a client some time ago, as part of a process capture exercise within a re-engineering program; it was within a business to consumer context. As orders flowed during the day, the local teams would review inventory manually, and then when it reached an appropriate reorder point, they would manually enter an order in their ERP environment. That order would then be printed out, and Faxed to a central warehouse. The central warehouse would re-enter the order in their ERP environment (which, by the way, was the same one), and an interface file would be generated with shipment parameters.
To make a very long story short, the order continued to be ‘touched’ several more times by humans until it was actually received in the destination warehouse to replenish stock. If something went bump, it was a manual process to adjust all the numbers in all the interfaces along the way. Keep in mind, this was essentially an intercompany inventory replenishment signal. It reminded me of a memoir of a child of a dysfunctional family – what seems strange to the reader, to the child of course was completely normal. I was wracking my brain to figure out why – why there were 12 steps or so, why the same process was performed over and over. Continue reading