2. Fulfilling Orders: The Nature of Modern Order Cycle Management

Opening Story: Speed Can Make Money

October 17

As David settled in for the long flight home, he pulled out his laptop. It had been three weeks since Diane had tasked him with reviewing and reimagining DWC’s customer fulfillment capabilities. She had emailed him the previous day, asking him to put together a quick update by the end of the week. David sighed deeply—his “day” job didn’t leave much time for setting up and running a new task force. He began to review the steps he had undertaken so far. His notes were organized using three questions to guide the reimagination efforts:

Where are we?

Documented current performance vis-à-vis standards. DWC was hitting its targets.

Benchmarked ...

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