Benson P. Shapiro, V. Kasturi Rangan, John J. Sviokla
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By: Harvard Business School Press
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Customer Reviews:
Total reviews: 1
Average rating: 5.0 of 5
Timeless Advice from HBR 5 out of 5 stars.
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Throughout my career in customer service/order management I have referred to this classic HBR paper numerous times and keep a copy on my desk. It's a valuable reference to customer service reps, sales reps, credit/collections reps, shipping department - in other words, almost anyone in the company who touches any part of the order management cycle (OMC). As noted in the paper, "every customer's experience is determined by a company's order management cycle". A successful company will chart their OMC in graphic form so that all constituents understand where they fit in the cycle, gaps are identified, and the OMC is viewed from the customer's point of view.
There is much practical advice in this paper, and it should be mandatory reading for all employees remotely involved in the OMC.
Editorial Review:
Every customer's experience is determined by the order management cycle or "OMC": the ten steps, from planning to postsales service, that define a company's business systems. In the OMC, every time the order is handled, the customer is handled. And every time the order sits unattended, the customer sits unattended. Yet, to most senior executives, the details of the OMC are invisible. When managers take the time to track each step of the OMC, they'll come into contact with critical people like customer service representatives, production schedulers, order processors, and shipping clerks. Managers who "staple themselves to an order" will not only move horizontally across their own organization, charting gaps and building information bridges; they'll also see the company from the customer's perspective.
