Page 97 - DMGT523_LOGISTICS_AND_SUPPLY_CHAIN_MANAGEMENT

Logistics and Supply Chain Management

Notes Self Assessment

State whether the following statements are true or false:
16. Time series is a characterization of change that takes place over a period of time.
17. Inventory managers often rely on forecasts based on a time series of prior demand, such
as a weighted moving average.

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Case Study Order Processing Client

usiness process outsourcing division of one of the world’s largest IT and BPO
services company with presence in over 60 countries and with turnover over 20
Bbillion US dollars. Client has service offering in areas of application development
and maintenance, infrastructure management, business process outsourcing and
transformational services. The business process outsourcing division’s product offerings
include coupon processing, mail order processing, product fulfilment, product warehousing,
distribution, customer care services and customer relationship management.

Business Challenge The client’s manual order processing systems receives over 200,000
documents daily. These were distributed manually to on-site/off-site locations for
processing. Processing of these orders were done using standalone keying applications.
Major problems were in consolidation of orders, quality of processes, which were a result
of logistics and operational issues in managing off-site resources. This resulted in higher
turn around time, cost of customer care and cost of processing Client needed an integrated
image based order processing solution with on-site, off-site and offshore processing system
with high degree of security and tracking. Additional requirements included reduction in
manual processing by incorporation of intelligent character recognition (ICR),
improvement in quality of processing and reduction in turn around time significantly.
Suma Soft Impact Solution

The project required streamlining the order process system for the client through a fully
integrated image based workflow system. Using the most current imaging and document
management technologies, Suma Soft designed, developed and migrated the order
processing system from a manual process to completely automated imaging system,
which converts scanned order slips to data that can be easily integrated into back-end
fulfilment systems. Additionally high degree of flexibility was available in the system to
enable orders to be processed from on-site, off-site or offshore facility with transparent
tracking and high degree of security. Suma Soft delivered the project in two-phases,
minimizing the project risk for the client and facilitating a smooth transition to the new
technology. Phase I provided the detailed system architecture and ensured that all modules
worked as anticipated and seamlessly integrated with the client’s batch processing
mainframe application. Phase II focused on designing and building system functionality
for the end-to-end order fulfilment processes, including workflow infrastructure, an
intuitive front-end, image scanning, intelligent character recognition, data capture and
management reporting capabilities. Suma Soft’s BPO service team significantly increased
the quality of orders processed to above 99.9% quality benchmark. Using Suma Soft’s
solution over 60 million orders have been processed. Suma Soft provides a 24x7 helpdesk
for resolution of any problems faced by client’s team.
Contd...

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