Функциональный и процессный подход к выполнению заказов при обслуживании клиентов (Часть 2)

Логистика. 2016. № 3. С. 42–47.

Dybskaya V., Постернакова В.И.

AnnotAtion. In the article authors compare two fundamental approaches to order fulfillment. First one is traditional functional approach where «order management» is a logistics function. On the other hand, process centric approach considers «order fulfillment» like key business process in supply chain management. Researchers investigate typical problems in core steps of order fulfillment process and its key performance indicators. In the context of process centric approach authors suggest allocation of responsibility between main supply chain agents on strategic and operational level of «order fulfillment» process. Moreover, researchers identify coordination mechanisms on the main steps of analyzed process. In addition, they give comparative analysis of different approaches to efficiency evaluation of order fulfillment process.

Keywords: логистика, процессный подход, функциональный подход, order management, управление заказами клиентов, logistics, supply chain management, functional approach, order fulfillment, process centric approach