Structured Process

 Order Fulfillment

Order fulfillment is the process of receiving goods, then processing and delivering orders to customers. The process starts with a customer placing an order and ends once they receive it. This process is one of the most important for the company because it encapsulates most of the business functions of the company including sales and marketing, customer relationship, accounting, logistics, and procurement. The goal of the company is to have higher customer satisfaction with the utmost cost-effective processes, that is why SLT invested in their own software, Elixir, and they are improving it and shaping it according to the processes and procedures also improves.

The main activities of order fulfillment are place order, pick and packing, and delivery. SLT Foods Order Fulfillment relies on phones, email, and paper documents to place an order, the picking, and packing is also done manually. 

Five Framework Component

Software: Elixir Warehouse Management and Elixir Supply Chain Management, a custom-made system, which the company has been using for the past 4 years. The software has some of the activities integrated but it contains 2 different interfaces.

·        Hardware: Desktops – Windows Operational System.

Data: Elixir database, printed documents such as pick ticket, packing list, bill of landing.

People: Many people are involved in the process, they are Customer, Sales Rep, Sales Support, Warehouse Support, Picker, Driver.

Procedures: Customer places order thought their sales rep., Sales rep revised order (price/quantity/discounts) and send it to sales support. Sales Support creates Sales Order (SO) on Elixir SCM and sends an email to the warehouse team with the SO information. SO is automatically generated on Elixir WMS (warehouse team). Warehouse Team revised SO on WMS (location-wise) and generate a pick ticket, which contains all information of SO plus location within the warehouse. That pick ticket is given to the pickers and the order is picked and packed. The pick ticket is given back to the warehouse team to review location changes, items short, or stockouts. The warehouse team prints shipping documents (packing list and BOL) and send an email to sales support letting them know the order is ready, in case it is customer pick up or in case they need to arrange to the truck. Order is shipped, and the warehouse team closes the order in WMS – which will automatically generate an invoice on SCM. The sales support reviews the invoice, to confirm if quantity and pricing are matching, and then they send the invoice to the customer via email. The process ends when the customer receives the goods.

Context Diagram

As-is Swimlane Flowchart