Reengineering Order Fulfillment

Business process reengineering applied to the order fulfillment process is becoming very popular. This research provides an overview of reengineering order fulfillment and presents some methodologies which may be helpful to managers. Several examples from the literature are provided as illustrations of issues involved in reengineering order fulfillment. Critical success factors are described including organizational structure, information technology architecture, and performance measurement. Three computer manufacturers are studied to identify the impetus for reengineering order fulfillment, opportunities and problems. Issues associated with benchmarking order fulfillment as an input to reengineering are also presented.