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Operations Management: Processes and Supply Chains, 12th Edition by Larry P. Ritzman, Manoj K. Malhotra, Lee J. Krajewski

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Order Fulfillment Process

The order fulfillment process produces and delivers the service or product to the firm’s customers. There are four key nested processes: (1) customer demand planning, (2) supply planning, (3) production, and (4) logistics.

Customer Demand Planning

The customer demand planning (CDP) process facilitates the collaboration of a supplier and its customers for the purpose of forecasting customer requirements for a service or product. CDP is a business-planning process that enables sales teams (and customers) to develop demand forecasts as input to service-planning processes, production and inventory planning, and revenue planning. Forecasts must generally precede plans: It is not possible to make decisions on staffing levels, ...

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