Order
Description
Manages the full order lifecycle from customer enquiry through to fulfilment confirmation, ensuring accurate, on-time delivery commitments. Order capabilities provide the interface between the customer and the supply chain, capturing demand, making commitments, and coordinating downstream execution to meet those commitments.
Key Activities
- Customer order capture, validation, and confirmation
- Available-to-promise (ATP) checking and delivery commitment
- Customer service and exception management
- Pricing, quoting, and contract enforcement
- Coordination of downstream fulfilment activities
Enabling Systems
- Order management systems (OMS)
- CRM and customer service platforms
- CPQ (Configure, Price, Quote) tools
- ERP order management modules
Related Principles
- Customer Experience Drives Design
- API-First Design
- Single Source of Truth
- Loosely Coupled, Highly Cohesive
L2 Capabilities
| Capability | Description |
|---|---|
| Order Management | Captures, validates, and orchestrates customer orders from entry through fulfilment |
| Customer Service Management | Manages customer interactions, queries, and escalations related to orders and deliveries |
| Pricing & Quoting | Generates accurate, approved pricing and quotations based on contractual terms, costs, and market conditions |
| Order Fulfillment Coordination | Orchestrates downstream fulfilment activities to meet committed delivery dates |