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Slide 1
Magal and Word | Essentials of Business Processes and
Information Systems | 2009 1 Chapter 4: The Fulfillment
Process
Slide 2
Outline Magal and Word | Essentials of Business Processes and
Information Systems | 2009 2 A Basic Fulfillment Process Role of
Enterprise Systems in the Fulfillment Process Exercise Using
Simulated SAP
Slide 3
A basic fulfillment process Magal and Word | Essentials of
Business Processes and Information Systems | 2009 3 Definition
Order to cash Quote to cash Inquiry to cash All the steps needed to
fill a customer order Key concepts and assumptions Conceptual
Framework Physical flow Data and Document Flow Information Flow
Financial Impact
Slide 4
Key Concepts and Assumptions Magal and Word | Essentials of
Business Processes and Information Systems | 2009 4 Sell-from-stock
High volume, low cost products Little choice for buyer Example:
iPod Configure-to-order Low volume, high cost products Base model +
options Example: computer (Dell, Mac) SSB uses sell from stock
Slide 5
Physical Flow Magal and Word | Essentials of Business Processes
and Information Systems | 2009 5 What is the trigger? What are the
steps? What is the purpose of each step? Who is involved in each
step? How is communication and coordination accomplished
Slide 6
Magal and Word | Essentials of Business Processes and
Information Systems | 2009 6 A Basic Fulfillment Process
Slide 7
Document Flow Magal and Word | Essentials of Business Processes
and Information Systems | 2009 7 Customer Inquiry Quotation
Customer Purchase Order Sales Order Picking Document Packing
Document Customer Invoice Customer Payment Key questions regarding
documents What is the purpose? What are the key data? General: Who,
when, what, where Process / step specific: varies How does data
change across the process? Who is responsible for the data?
Slide 8
Customer Inquiry Magal and Word | Essentials of Business
Processes and Information Systems | 2009 8
Slide 9
Quotation Magal and Word | Essentials of Business Processes and
Information Systems | 2009 9
Slide 10
Customer Purchase Order Magal and Word | Essentials of Business
Processes and Information Systems | 2009 10
Slide 11
Sales Order Magal and Word | Essentials of Business Processes
and Information Systems | 2009 11
Slide 12
Picking Document Magal and Word | Essentials of Business
Processes and Information Systems | 2009 12
Slide 13
Packing List Magal and Word | Essentials of Business Processes
and Information Systems | 2009 13
Slide 14
Customer Invoice Magal and Word | Essentials of Business
Processes and Information Systems | 2009 14
Slide 15
Information Flow Magal and Word | Essentials of Business
Processes and Information Systems | 2009 15 Instance-Level
Information Status of a customer inquiry / order Has the order been
acted on? Which step of the process is it in? Have goods been
shipped? When? Where are the goods? If not, when can we expect
shipment? If shipped, has an invoice been sent? Has payment been
received? Process-Level Information How well is the process doing?
How much time does it take on average? Per material? Per customer?
Which customers are prompt in payment? Who habitually pay late?
What do we sell most? Which customer(s)?
Slide 16
Financial Impact of the Fulfillment Process Magal and Word |
Essentials of Business Processes and Information Systems | 2009
16
Slide 17
Financial Impact Magal and Word | Essentials of Business
Processes and Information Systems | 2009 17 Impact on balance sheet
and income statement accounts Example: Customer orders $500 in
materials. Process stepB/SI/S Customer inquiry Quotation Customer
PO Picking Packing Shipment Customer Invoice Customer Payment
Slide 18
Role of Enterprise Systems in the Fulfillment Process Magal and
Word | Essentials of Business Processes and Information Systems |
2009 18 Execute the Process Create Quotation Create Sales Order
Prepare Shipment Send Shipment Create and send Invoice Receive and
process payment Capture and Store Process Data Monitor the Process
Instance-Level Information Flow Process-Level Information Flow
Slide 19
Enterprise System in Fulfillment Magal and Word | Essentials of
Business Processes and Information Systems | 2009 19
Slide 20
Customer Order (not in the book) Magal and Word | Essentials of
Business Processes and Information Systems | 2009 20
Slide 21
Delivery Due List Magal and Word | Essentials of Business
Processes and Information Systems | 2009 21
Slide 22
Picking document (Not in book) Magal and Word | Essentials of
Business Processes and Information Systems | 2009 22
Slide 23
Billing Due List Magal and Word | Essentials of Business
Processes and Information Systems | 2009 23
Slide 24
Process monitoring (Information flow) Magal and Word |
Essentials of Business Processes and Information Systems | 2009 24
Instance level status information Status of a customer order (order
history) Process level aggregate information How is the process
doing?
Slide 25
Order history Completed Order Magal and Word | Essentials of
Business Processes and Information Systems | 2009 25
Slide 26
Order history Payment Pending Magal and Word | Essentials of
Business Processes and Information Systems | 2009 26
Slide 27
Process Level Information Magal and Word | Essentials of
Business Processes and Information Systems | 2009 27
Slide 28
Exercise Using Simulated SAP Magal and Word | Essentials of
Business Processes and Information Systems | 2009 28 The exercises
will take you through the following steps that have been discussed
in this chapter: receive customer inquiry create quotation receive
a customer purchase order create a sales order prepare the shipment
(pick and pack) send the shipment (post goods issue) create a
customer invoice receive a customer payment