IT‐enhanced order and delivery process of a fast moving consumer goods (FMCG) company : A case study

Purpose – This paper seeks to present an in‐depth case study on the adoption of IT by a fast moving consumer goods (FMCG) company. The objective is to describe an approach to benchmark the performance with and without IT use in its business process. Design/methodology/approach – The unique approach ties together the concepts of generic business model, business process re‐engineering and gap analysis with IT as an enabler to improve order and delivery processes, overall cost‐effectiveness and efficiency. Findings – The use of this approach is very important nowadays because more firms are working together as partners in strategic outsourcing using China as “factory of the world”. Without the necessary IT skills to operate the inter‐organizational information systems and to support running the business, it would be difficult to compete and survive in the global marketplace. Research limitations/implications – The generic business model embodied in the approach serves as a map to guide practitioners and academicians to build similar enterprise systems in response to change requests from customers. Practical implications – The benefit from the use of this change initiative is not limited to small and medium enterprises in this industry but applicable to other firms in related industries as well. Originality/value – The paper fulfills an identified information/resources need and offers an example of the application of a theoretical model in business process renewal for executives starting out on a POM career.