Research And Markets Research And Markets

Order Management: A Core Competancy

  • ID: 42757
  • January 1997
  • 95 pages
  • American Productivity & Quality Center, APQC
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The purpose of this multicompany benchmarking study was to identify and examine
innovations, best practices, and key trends in the area of order management
(OM) to gain insights and learnings about the process. This enabled participantsto direct their own order management process more effectively and identify any performance gaps. It also afforded them the opportunity to gain a better understanding of the issues and challenges involved in improving and reengineering the order management process. Fifteen companies participated in the study by attending a series of planning sessions, completing data-gathering surveys, and attending or hosting on-site interviews. Of those 15 companies, 11 sponsored the study (“sponsor companies”) and four were identified as having a strong or innovative order management program in place. These four were invited to participate in the study as benchmarking partners (“partner companies”).


This report has been organized into three macro topics:
1. Breaking Down Silos/Barriers
2. Monitoring the Perfect Order
3. Gaining a Competitive Advantage



Note: Product cover images may vary from those shown
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- Sponsor and Partner Companies

A complete listing of the sponsor companies in this study, as well as the best-practice (“partner”) companies that were benchmarked for their innovation and
advancement in order management.

- Executive Summary

A bird’s-eye view of the study, presenting the methodology used and the key findings discovered throughout the course of the study. These findings are explored in detail in following sections.

- Key Findings

An in-depth look at the 10 key findings in three macro topic areas: Breaking Down Silos/Barriers, Monitoring the Perfect Order, and Gaining a Competitive
Advantage. Organizational examples and graphs of bestpractice partner data provide supporting evidence for the findings.

- Partner Company Profiles

Background information on the partner companies, as well as their innovative order management practices.

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown