[Company Name]

[Company Group, Division, Location]

Document Title: Customer Order Processing

Document Number: [Document Number]
Document Filename: [Document Filename]

CONTROLLED COPY/ MASTER COPY

STAMP HERE

OTHER
STAMP HERE

Revision Revision DCO/ECO Revision

Level Date Number Description of Revision Author
DRAFT DD/MM/Y YY-00000 Draft Author Name
Y
1.00 DD/MM/Y YY-00000 Initial Release Author Name
Y

COMPANY PROPRIETARY AND CONFIDENTIAL

[Company Name] Customer Order Processing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

Table of Contents

1.0 Purpose..........................................................................................................................................................2

2.0 Scope.............................................................................................................................................................2

3.0 Definition Of Terms......................................................................................................................................2

3.1 Contract..............................................................................................................................................2
3.2 Contract Review.................................................................................................................................2
3.3 Contractor...........................................................................................................................................2
3.4 Supplier..............................................................................................................................................2
3.5 Tender Offer.......................................................................................................................................2

4.0 References.....................................................................................................................................................2

5.0 Responsibilities and Requirements...............................................................................................................2

6.0 Procedure......................................................................................................................................................3
6.1 Receipt of Order.................................................................................................................................3
6.1.1 Verbal Orders.......................................................................................................................3
6.1.2 Verification of Customer As Authorized Purchaser............................................................3
6.2 Contract Review.................................................................................................................................3
6.3 Order Entry........................................................................................................................................3
6.3.1 Order Modifications............................................................................................................3
6.4 Documentation...................................................................................................................................3

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 1 of 3

[Company Name] Customer Order Processing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

1.0

2.0 Purpose
The purpose of this document is to describe the procedure in which customer orders for products are to
be received and processed.

3.0 Scope
This procedure applies to orders received for the goods produced, provided by, and/or sold by the
facilities of (company name).

4.0 Definition Of Terms

4.1 Contract
For purposes herein, Contracts are legal agreements entered into or accepted by (company name)
and a Contractor for the purpose of establishing the terms and conditions for sale or resale of
(company name) goods or services. The following are examples of Contracts: customer orders,
service agreements, other legally binding agreements obligating the company.

4.2 Contract Review

Contract review refers to the process described herein that determines the acceptability of a
Contract (e.g., purchase order) for goods and/or services provided by (company name).

4.3 Contractor
Contractor refers to the Customer, which has been granted authority to purchase the goods,
and/or services directly from (company name) for use by others (e.g., hospitals or physicians); or
for the purpose of resale (e.g., distributors, field representatives) or other entities which (company
name) has agreed to provide manufactured goods or services by entering into a legally binding
Contract.

4.4 Supplier
Supplier shall mean (company name) and shall be referred to herein as Supplier, Company, or
(company name).

4.5 Tender Offer

Tender Offer refers to a formal offer or quotation for goods and/or services manufactured, or
provided by (company name) to a Customer or potential Customer.

5.0 References
Document Retention, Storage and Disposition
Contract Review
Customer Order Processing Work Instruction
Order Entry Form
Contract Modification Form

6.0 Responsibilities and Requirements

[Identify the responsibilities and requirements for the positions that interact with the customer ordering
process within your organization, such as: Customer Service Manager, Customer Service, Chief
Executive Officer, Responsible Managers, Accountant, etc.].

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 2 of 3

[Company Name] Customer Order Processing
[Company Group, Division, Location] [Document Number]
Rev x.xx DD/MM/YY

7.0 Procedure
[Identify the various ways in which orders may be submitted].

7.1 Receipt of Order

[Identify the steps involved when a customer places an order].

7.1.1 Verbal Orders

[Describe if verbal orders are acceptable and if so, how they should be documented,
recorded and confirmed or verified].

7.1.2 Verification of Customer As Authorized Purchaser

[Identify the process through which verification of the customer will be achieved. Also
include the process by which a new account will be set up if the order is placed by a new
client rather than an existing client. Discuss potential problems such as insufficient
credit limit].

7.2 Contract Review

[After verification that the customer's requirements have been defined, insert next steps that will
be taken to ensure contract review, see Contract Review procedure].

7.3 Order Entry

[Describe the process after the order has been reviewed and approved through the contract review
process].

7.3.1 Order Modifications

[Discuss modifications to existing orders, include verbal and written modifications.
Discuss documentation procedure if a formal written modification is requested
(example: will original contract change?)Where the order will go after it has been
modified, etc.].

7.4 Documentation
[The individual and job associated with documenting orders, order modification and contract
review of orders].

[Document Filename] COMPANY PROPRIETARY AND CONFIDENTIAL Page 3 of 3