Supply Chain Management Process Standards, Second Edition

Supply Chain Process Performance Standards

		SUGGESTED MINIMUM PROCESS STANDARD	TYPICAL BEST-PRACTICE PROCESS
4.0 DELIVER
4.1 ORDER MANAGEMENT
4.1.1	Order Receipt and Entry	• Capability to receive and process customer orders by phone, fax, e-mail, and EDI • Orders entered into single database for all operators at a given region (Europe, Asia Pacific, etc.) • CSRs have language skills required to support selling geographies • Price lists updated regularly for manual price confirmation • Web-based order entry for select trading partners • Export order check for denied parties • KPI: 98% data accuracy at order level • All pertinent dates and times include local zone or GMT flags for processing center, shipping, and customer locations