2-3 pages paper

Abstract

Order fulfillment is an important process in managing the supply chain. Customer’s orders trigger the process of supply chain, and fulfilling the orders becomes the first step of customer service. Order Fulfillment is not just about filling orders, it is more about designing the network and process to fulfill customers’ requests with high productivity and low cost. Order Fulfillment Process involves more than logistics, and it needs to be implemented cross-functionally with the coordination with suppliers and customers. The purpose of the paper is to demonstrate the detail process of Order Fulfillment including the activity of each sub-process, the interface with function, evaluation of process and firm, and how the process could be successfully implemented within the organization with the examples.

· Clearly state what the article is about and its purpose

This article begins with identifying the importance of Order Fulfillment in managing supply chain. It explains that Order Fulfillment is more than filling orders and logistics. Network and process needs to be designed cross-functionally with the coordination of key suppliers and customers. The purpose of the paper is to demonstrate the detail process of Order Fulfillment including the activity of each sub-process, the interface with function, evaluation of process and firm, and how the process could be successfully implemented within the organization with the examples.

· How the article and/or author(s) support your argument(s)

In my PA2 paper, I will discuss about how to improve our company’s order fulfillment process. My company is a technical and logistic support company who are partner shipping with Alibaba. We are helping US vendors with their cross-border e-commerce business by providing our system (vendor portal) and 3PL service (Cainiao Warehouse) using our own system: warehouse management system, order management system and content management system. As the article mentioned, Order Fulfillment is not just about filling orders, it requires a lot of cross-functional cooperation. For our company, it especially requires both external and internal cooperation. Externally, we need to cooperate with Tmall team, Cainiao team and vendors. Internally, Fulfillment team, Operational team and IT team needs to work together to optimize the system and process. Currently, we are having a basic Order Fulfilment, Receiving, and Shipping process, but we do not have a detailed operational process manual (SOP). For example, we do not have a detailed process of how to communicate receiving errors, return request from vendors, inventory shortage or damage in the warehouse and communication with customer service teams when orders cannot be fulfilled. Content of the article could help me to explain the flow of the order fulfillment, find out which process our company should improve, and how to successfully implement the process within my company.

· Most important aspects of the article

Order Fulfillment is not just about filling the orders and logistics, the whole process involves cross-functional cooperation. To design the Order Fulfillment Process which could meet customers request by maximize the productivity and minimize the overall operation and delivery cost, managers need to recognize its strategic components, cross-functional needs, and role within the management of supply chain.

· Any findings and conclusions

Order Fulfillment process cannot be designed without the involvement of other functional team such as Marketing, Finance, Purchasing, as well as support groups like Customer Service and Information Technology. The requirements of all functional areas need to be met to achieve strong performance, so it is important for managers to understand both internal and external requirements and assuring that the system has adequate capability before designing the Order Fulfillment Process. In addition, reaching out the other members of the supply chain could help to simplify and improve the order fulfillment process.

· Include the industry example demonstrating the application of your researched article

Fulfillment by Amazon

Reference

Croxton, K. L. (2003). The order fulfillment process. International Journal of Logistics Management, 14(1), 19-32. doi:http://dx.doi.org/10.1108/09574090310806512