Order Fulfillment
A system is needed for order fulfillment. If orders are received by mail or fax, the
firm must sort them, determine if payment is enclosed, see whether the item is in
stock, mail announcements if items cannot be sent on time, coordinate shipments,
and replenish inventory. If phone orders are placed, a trained sales staff must be
available when people may call. Salespeople answer questions, make suggestions,
enter orders, note the payment method, see whether items are in stock, coordinate
shipments, and replenish inventory. If orders are placed by computer, there must
be a process to promptly and efficiently handle credit transactions, issue receipts,
and forward orders to a warehouse. In all cases, names, addresses, and purchase
data are added to the data base for future reference.