CGMS550 W11 Week 10 - Order Fulfillment (1)

CGMS550 W11 Week 10 - Order Fulfillment (1) - 10 Order...

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Unformatted text preview: 10 Order Fulfillment, eCRM, and Other Support Services CGMS 550 B2B E-Commerce 13-2 Learning Objectives 1. Describe the role of support services in EC. 2. Define EC order fulfillment and describe the EC order fulfillment process. 3. Describe the major problems of EC order fulfillment. 4. Describe various solutions to EC order fulfillment problems. 5. Describe CRM, its methods, and its relationship with EC. 6. Describe eCRM implementation and tools. 7. Describe other EC support services. 8. Discuss the drivers of outsourcing support services. 13-3 E-Commerce Services 13-4 Order Fulfillment and Logistics § Order fulfillment includes all the activities needed to provide customers with their ordered goods and services, including related customer services 13-5 Order Fulfillment operations 13-6 The EC Order Fulfillment Process § Activity 1: Making sure the customer will pay § Activity 2: Checking for in-stock availability § Activity 3: Arranging shipments § Activity 4: Insurance § Activity 5: Replenishment § Activity 6: In-house production § Activity 7: Use contractors § Activity 8: Contacts with customers § Activity 9: Returns l Reverse logistics l The movement of returns from customers to vendors 13-7 Order Fulfillment and the Logistics System Administrative activities of order taking and fulfillment § Product inquiry § Sales quote § Order configuration § Order booking § Order acknowledgment or confirmation § Order sourcing or planning § Order changes § Shipment release § Shipment § Delivery § Invoicing and billing § Settlement § Returns 13-8 How e-Logistics differs from Traditional Logistics § e-logistics is the logistics of EC systems § It typically involves small parcels sent to many customers’ homes (in B2C) 13-9 Order Fulfillment and the supply chain 13-10 Recall 13-11 Typical Supply Chain Problems in Order Fulfillment § Inability to deliver products on time § High inventory costs § Quality problems § Shipments of wrong products, materials, and parts § Cost to expedite operations or shipments is high 13-12 Why Supply Chain Problems Exist § Many problems along the EC supply chain stem from uncertainties and from the need to coordinate several activities, internal units, and business partners 13-13...
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This note was uploaded on 10/12/2011 for the course BUS 550 taught by Professor Manjuris during the Spring '11 term at Ryerson.

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CGMS550 W11 Week 10 - Order Fulfillment (1) - 10 Order...

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