Business Process Reengineering

Direct Sales Process

Customer

Place Order

Sales
Team

Receive
Order

Warehouse

Receive
goods
Revi
ew
Ord
er

Oder
accepted

Check
Stock

Technical
Finance

Receive
Invoice

Testing

Install
software

Send
Invoice

Customer orders are received by the sales team, which checks that customer details
are completed properly on the order form (for example, delivery address and
method of payment). If they are not, a member of the sales team contacts the
customer to get the correct details. Once the correct details are confirmed, the sales
team passes a copy of the order through to the warehouse team to pick, a copy to
the finance team to raise an invoice. After that, the customer payment to finance
department, and receives invoice. When a member of the warehouse team receives
the order, they check the real-time inventory system to make sure the phones
ordered are in stock. If they are, they are collected from the shelves, and sent the
phone to technical team to test and install software. After that the customer
receives the goods at technical department at the same time as the invoice. If the
goods are not in stock, the order is held in a pending file in the warehouse until the

stock is replenished, whereupon the order is fulfilled. This process can be

illustrated on a process diagram.
The process diagram highlights a major problem in the order fulfilment process.
There is no communication between finance and the warehouse to confirm phones
are in stock so that the order can be fulfilled. Therefore finance could be raising
invoices when the order has not been sent. In response, to solve the first problem,
finance could set up pending invoices when they are notified of an order by the
sales team, but the invoices would only be generated as live when the warehouse
confirms that the phones are in stock and the order can be fulfilled.
Quy trinh quan ly thng tin hang tn kho
Customer

Place
order

Store 1

Receive
Order

Warehouse

When customers place order to buy a phone from store 1, the warehouse team
check the stock has that phone or not. If the store 1 handle that phone, it can be
sent to customer. In contrast, if the store 1 did not have that phone in stock, the
warehouse team in that store go to ask the other stores in the system to check if any
other store inventory. Then that store There is a major problem in this case, there
is no consistence inventory information system.
Vn khi khach hang n ca hang th nht mua 1 chic i n thoai, nhng
ca hang th nht nay lai ang khng con chic i n thoai y trong kho. Nh
v y, phai i hoi cac ca hang khac trong h thng kim tra xem ca hang nao
con hang trong kho. Nh v y no tn rt nhiu thi gian cung nh co nguy c bi
mt khach hang o vi ho co th i mua cua i thu.
giai quyt vn nay, cng ty a xy dng h thng phn mm quan ly kt ni
cac ca hang lai vi nhau. Khi o tt ca
Quy trinh bao hanh

Khach hang
Co 2 vn trong quy trinh nay:
- thng tin khng nht quan cac ca hang, nghia la cac ca hang ko co
communiction
- Thu tuc lam bao hanh tng i rm ra
Khach hang co th mang i n thoai hong hoc n cac ca hang khac nhau thc
hi n vi c bao hanh. Cu th hn, khi khach hang mang n ca hang th nht
bao hanh, sau khi kim tra vi c hong hoc i n thoai o khng nm trong chinh
sach bao hanh.
Giai