Structured Process
Order Fulfillment
Structured Processes in an organization can be described as all processes with well defined inputs and outputs, and well defined steps as to how the process gets from the start to the finish. These structured processes include the people, tools, and data used to create a service or product. All organizations have some form of structured processes that they use to operate and perform effectively. From analyzing Wakefern Food Corp.’s structured process we can see that the two primary systems used are known as Apps and Rapid. Both of these systems are utilized to ensure the order entry and order fulfillment processes are the most efficient and effective they can be.
Apps is a web-based application where expeditors can key in orders using Wakefern’s specified item codes manually or via an upload function, built into the app. The expeditor will then receive an exception report showing items that may contain any sort of errors or items that could not be loaded on the order. Examples of errors include; incorrect ordering information, discontinued items, items on hold, or items will not have sufficient quantities. The user will then review the order and check further for potential discrepancies or issues with the order. Once the order has been created and logged into the system, the user will then transfer all of the order information to an excel file and send said file to the customer for review. The customer will review all order information, and if everything is correct and the order is sufficient, the order will be sent back to the expeditor, along with any comments. If the order calls for a large demand that is beyond the scope of the expeditor, the order will be sent to a team of division analysts to ensure that the order can be completed within the time frame that the customer has stated. Once the order is cleared by the divisional analysts and payment from the customer has been received, the expediter can release the order from the Apps application so that it can flow into the next system, the Rapid system.
The Rapid system represents the next stage in the structured process, order fulfillment. The Rapid system was created and designed specifically for the Wakefern Food Corp. This system utilizes hundreds of data sets that effectively capture and display all information regarding inventory, vendor contracts, pricing, scheduling, customer invoices, and other critical order information. Once received, customers send orders directly into the Rapid software by scanning bar codes on the individual items and packages to ensure that all items are accounted for and that the order has been successfully completed. If there are any errors or discrepancies, the software will alert the expeditor and they will have to make the necessary changes to the order. Common discrepancies include; incorrect items, discontinued items, or incorrect quantity of items. The expeditor must ensure that the order is all correct so that it can be properly routed and picked based on the promised delivery date and the location of the customer.
Five-Component Framework
Hardware: HP Laptop (company provided)
Software: Wakefern proprietary systems; Apps (web based) and Rapid (desktop application) and Microsoft Excel
Data: Data such as item status and inventory runs through Rapid, regardless if it goes to Apps first. The data that is stored in Rapid is connected to the customer’s ordering guide, which can also be controlled through Apps, regardless of customer type.
People: Customers, Wholesale Expeditors, Procurement, Logistics
Procedures: Retail customers place orders through handheld devices and the order flows into Rapid. The Expeditor reviews the expectations report for any alarming issues. Order will be processed for delivery.
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