Supply Chain and Logistics Management Made Easy: Methods and Applications for Planning, Operations, Integration, Control and Improvement, and Network Design

Chapter 9. Order Management and Customer Relationship Management

So far we have discussed planning for demand and supply as well as how transportation and warehouse operations provide time and place utilities to the customer. Ultimately it falls upon the shoulders of the supply chain and logistics function to fulfill orders to meet customer demand and that is where order management and customer relationship management come into play.

Order management refers to the set of activities that occur between the time a company receives an order from the customer and the time a warehouse is notified to ship the goods to fill that order. There is another term referred to as “order fulfillment” which includes the steps involved in receiving, processing ...