第五章訂單處理與信息系統(tǒng)培訓資料

CR(2004)PrenticeHall,Inc.Chapter5訂單處理與信息系統(tǒng)OrderProcessingandInformationSystems在物流領(lǐng)域，頂尖高手和平庸之輩的差距往往就在于企業(yè)物流信息技術(shù)的能力。 DaleS.Rogers RichardL.Dawe PatrickGuerra1產(chǎn)品計劃三角形ProductinthePlanningTriangleCR(2004)PrenticeHall,Inc.PLANNINGORGANIZINGCONTROLLINGTransportStrategy?Transportfundamentals?TransportdecisionsCustomerservicegoals?Theproduct?Logisticsservice?Ord.proc.&info.sys.InventoryStrategy?Forecasting?Inventorydecisions?Purchasingandsupplyschedulingdecisions?Storagefundamentals?StoragedecisionsLocationStrategy?Locationdecisions?Thenetworkplanningprocess計劃組織控制TransportStrategy?Transportfundamentals?TransportdecisionsCustomerservicegoals?Theproduct?Logisticsservice?Ord.proc.&info.sys.InventoryStrategy?Forecasting?Inventorydecisions?Purchasingandsupplyschedulingdecisions?Storagefundamentals?StoragedecisionsLocationStrategy?Locationdecisions?Thenetworkplanningprocess庫存戰(zhàn)略預(yù)測客戶服務(wù)目標采購和供應(yīng)時間決策存儲基礎(chǔ)知識存儲決策產(chǎn)品物流服務(wù)訂單管理和信息系統(tǒng)庫存決策運輸戰(zhàn)略運輸基礎(chǔ)知識運輸決策選址戰(zhàn)略選址決策網(wǎng)絡(luò)規(guī)劃流程2OrderProcessingandInformationSystemsinPlanningTriangleCR(2004)PrenticeHall,Inc.PLANNINGORGANIZINGCONTROLLINGTransportStrategy?Transportfundamentals?TransportdecisionsCustomerservicegoals?Theproduct?Logisticsservice?Ord.proc.&info.sys.InventoryStrategy?Forecasting?Inventorydecisions?Purchasingandsupplyschedulingdecisions?Storagefundamentals?StoragedecisionsLocationStrategy?Locationdecisions?ThenetworkplanningprocessPLANNINGORGANIZINGCONTROLLINGTransportStrategy?Transportfundamentals?TransportdecisionsCustomerservicegoals?Theproduct?Logisticsservice?Ord.Proc.&info.sys..InventoryStrategy?Forecasting?Inventorydecisions?Purchasingandsupplyschedulingdecisions?Storagefundamentals?StoragedecisionsLocationStrategy?Locationdecisions?Thenetworkplanningprocess3訂單處理過程中的關(guān)鍵要素CR(2004)PrenticeHall,Inc.銷售訂單訂單準備：要求購買產(chǎn)品和服務(wù)訂單傳輸傳送訂單信息訂單錄入核查庫存準確性審查信用審查保留訂單/取消訂貨轉(zhuǎn)錄開具賬單

訂單履行直接提貨、生產(chǎn)或采購包裝代運貨物決定配送時間準備運輸單據(jù)訂單狀況報告訂單跟蹤與客戶就訂單履行情況進行交流55.1訂單管理訂單管理是從公司收到訂單的時間到倉庫被通知裝運貨物的期間發(fā)生的一系列活動。Orderplanning-connectedtosalesforecasting銷售預(yù)測的訂單計劃Ordertransmittal訂單傳送Orderprocessing訂單處理Orderpickingandassembly訂單揀選和裝配訂貨交貨Orderdelivery6訂單周期Ordercycledefinedbytheseller:timefromwhenanorderisreceivedtowhenthegoodsarriveatthecustomer’sdock.Ordercycledefinedbythebuyer:timefromwhenanorderisplacedtowhenthegoodsarereceived.AlsocalledreplenishmentcycleGettingshorterMoreprecisedeliverytimesCustomercantrackordersQualityisimportantandisbenchmarked75.1.1訂單準備（OrderPreparation）訂單準備是指搜集所需產(chǎn)品或服務(wù)的必要信息、正式提出購買要求的各項活動。85.1.2訂單傳輸傳送訂單信息是訂單處理過程中的第二道工序，涉及訂貨請求從發(fā)出地點到訂單錄入地點的傳輸過程。人工方式和電子方式MethodsofordertransmittalPhoneFAXMailScanningbarcodes-electronicsubmissionPOSregistersInternetOrdertransmittal95.1.3訂單錄入訂單錄入是指在訂單實際履行前所進行的分項工作。包括：核對訂單信息的準確性檢查庫存保留或取消訂單審核客戶信用必要時，轉(zhuǎn)錄訂單信息開具賬單105.1.4訂單履行OrderFillingCR(2004)PrenticeHall,Inc.Processingrulesaffectorderfillingspeed先收到先處理First-received,first-processed使處理時間最短Shortestprocessingtimefirst預(yù)先確定順序號Specifiedprioritynumber優(yōu)先處理訂貨量較小，相對簡單的訂單Smaller,lesscomplicatedordersfirst優(yōu)先處理承諾交貨日期最早的訂單Earliestpromiseddeliverydate優(yōu)先處理距約定交貨日期最近的訂單Ordershavingtheleasttimebeforepromised deliverydate11OrderFilling(Cont’d)CR(2004)PrenticeHall,Inc.QuestionSupposethatanordercontainsfiveitems,eachhavingastockingprobabilityof93%.Whatistheprobabilitythattheorderwillbefilledcomplete?Answer12Orderfillratelowerthanitemfillrate135.1.5訂單狀況的報告1）在整個訂單周轉(zhuǎn)過程中跟蹤訂單2）與客戶交換訂單處理進度、訂單貨物交付時間等方面的信息145.2訂單處理舉例5.2.1工業(yè)訂單處理5.2.2零售訂單處理5.2.3消費者訂單處理系統(tǒng)（網(wǎng)上渠道的訂單計劃）15訂單處理過程包括OrderprocessingincludesCheckingforcompletenessandaccuracyAcustomercreditcheckOrderentryintothecomputersystemMarketingdepartmentcreditssalespersonAccountingdepartmentrecordstransactionInventorydepartmentlocatesnearestwarehousetocustomerandadvisesthemtopicktheorderTransportationdepartmentarrangesforshipment檢查訂單信息的完整性和準確性客戶信用檢查計算機系統(tǒng)的訂單錄入市場營銷部信貸員會計部記錄交易庫存部找到最近的倉庫，并建議他們選擇訂單運輸部安排裝運16CommerceThroughtheInternetCR(2004)PrenticeHall,Inc.通信網(wǎng)絡(luò)——信息高速公路訂單確認發(fā)送通知運輸狀況物流服務(wù)提供商經(jīng)銷商訂單確認運達-通知運輸狀況供應(yīng)商產(chǎn)品175.3影響訂單處理時間的因素FactorsAffectingOrderProcessingTimeCR(2004)PrenticeHall,Inc.訂單處理的先后順序并行處理和順序處理訂單履行的精確度訂單批處理Orderbatching分批處理Lotsizing合并運輸Shipmentconsolidation185.4物流信息系統(tǒng)TheLogisticsInformationSystemCR(2004)PrenticeHall,Inc.內(nèi)部財務(wù)/會計營銷物流生產(chǎn)采購?fù)獠靠蛻艄?yīng)商承運人供應(yīng)鏈伙伴訂單管理系統(tǒng)庫存可得率信用審核開具發(fā)票將產(chǎn)品分配給客戶訂單履行地倉儲管理系統(tǒng)庫存管理水平揀貨線路指定揀貨員和工作量安排估計產(chǎn)品可得率運輸管理系統(tǒng)拼貨車輛調(diào)度運輸方式選擇處理投訴貨物跟蹤運費支付運費單審核19OrderManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsStockavailabilityCreditcheckingInvoicingProductallocationtocustomersFulfillmentlocation20WarehouseManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsReceivingPutawayInventorymanagementOrderprocessingandretrievingShipmentpreparation21TransportationManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsModeselectionFreightconsolidationRoutingandschedulingshipmentsClaimsprocessingShipmenttrackingBillpaymentandauditing225.4.2內(nèi)部運作1.輸入（數(shù)據(jù)來源：客戶、公司記錄、公開的數(shù)據(jù)、管理層）2.數(shù)據(jù)庫管理3.輸出23OperatingComponentsoftheLISCR(2004)PrenticeHall,Inc.環(huán)境數(shù)據(jù)輸入數(shù)據(jù)庫操作1.數(shù)據(jù)存儲存檔檢索文件保存2.數(shù)據(jù)轉(zhuǎn)換基本的數(shù)據(jù)處理運用統(tǒng)計和數(shù)學方法分析數(shù)據(jù)輸出交換決策物流管理者（決策者）24OperatingComponentsoftheLISCR(2004)PrenticeHall,Inc.25ExplodedViewoftheLISCR(2004)PrenticeHall,Inc.26InformationSystemExamplesCR(2004)PrenticeHall,Inc.AretailsystemVendormanagedinventoryE-commerceAdecisionsupportsystem27LISforaLargeRetailerItemsoldDepartmentmanagerreviewDeliveriesfromsupplierSupplier--CoffeemakersTransmissionRegionalcentermaincomputer?Corporatepayroll?Corporateaccounting?Corporatecredit?InventorymanagementPurchaseorderCorporatesalesreportSalescounterBarcodeitematstoreManualregisterinputBarcodescanningIn-storecomputer?Creditdata?Payroll?Accounting?MerchandisingCustomercreditverificationEDIItemsoldItemsoldDepartmentmanagerreviewDepartmentmanagerreviewDeliveriesfromsupplierDeliveriesfromsupplierSupplier--CoffeemakersTransmissionTransmissionRegionalcentermaincomputer?Corporatepayroll?Corporateaccounting?Corporatecredit?InventorymanagementPurchaseorderPurchaseorderCorporatesalesreportCorporatesalesreportSalescounterSalescounterBarcodeitematstoreBarcodeitematstoreManualregisterinputBarcodescanningIn-storecomputer?Creditdata?Payroll?Accounting?MerchandisingCustomercreditverificationEDIEDI28信息系統(tǒng)的重要性BenefitsofEffectiveandEfficientUseofInformationReplacementofinventorywithinformationReducedvariabilityinthesupplychainBettercoordinationofmanufacturing,marketing,anddistributionStreamlinedorderprocessingandreducedlead-times29信息的有效和高效利用可以給物流和供應(yīng)鏈帶來很多益處。供應(yīng)鏈上具備了更多知識和可視性，有可能用信息取代庫存通過銷售點的數(shù)據(jù)，可以更多的了解顧客需求，這樣可以改善計劃并減少供應(yīng)鏈的可變性通過企業(yè)資源計劃工具來更好的協(xié)調(diào)制造、營銷和配送活動協(xié)調(diào)的物流信息系統(tǒng)可以改進訂單處理流程并縮短提前期30信息管理系統(tǒng)的一般類型GeneralTypesofInformationManagementSystems3132信息管理系統(tǒng)的一般類型GeneralTypesofInformationManagementSystems辦公自動化系統(tǒng)OfficeautomationsystemProcesspersonalandorganizationalbusinessdataPerformcalculationsCreatedocuments33通信系統(tǒng)CommunicationsystemHelpstakeholdersworktogetherbyinteractingandsharinginformationExamplesofuseVirtualmeetingsVideoconferencingusingcellphonesVoice-basedorderpicking34交易處理系統(tǒng)TransactionProcessingSystem(TPS)CollectsandstoresinformationabouttransactionsEfficientprocessingoftransactionsReal-timeprocessingBatchprocessing35交易處理系統(tǒng)TransactionProcessingSystem(TPS)(continued)ElectronicdatainterchangeBenefitsDrawbacksGlobalusage36交易處理系統(tǒng)TransactionProcessingSystem(TPS)(continued)AutomaticidentificationtechnologiesTypes:OpticalcharacterrecognitionMachinevisionVoice-dataentryRadio-frequencyidentificationMagneticstripsBarcodescannersPoint-of-salesystems(POS)enhancedecisionmaking37管理信息系統(tǒng)和執(zhí)行信息系統(tǒng)ManagementInformationSystem(MIS)andExecutiveInformationSystem(EIS)ConvertdataintoinformationLogisticsinformationsystem:thepeople,equipment,andprocedurestogather,sort,analyze,evaluate,anddistributeneeded,timely,andaccurateinformationtologisticsdecisionmakers.38物流信息系統(tǒng)的結(jié)構(gòu)和功能

StructureandFunctionofaLogisticsInformationSystem39決策支持系統(tǒng)DecisionSupportSystems(DSS)provideinformation,models,oranalysistoolsSimulationArtificialIntelligence(AI)ApplicationspecificsoftwareDatamining40企業(yè)資源計劃Enterpriseresourceplanning(ERP)Allcompanyfunctionalareasuseacommondatabaseto:StandardizemanufacturingprocessesIntegratefinancialdataStandardizehumanresourcedataShortcomingsCostsofinstallationTime-consuminginstallationprocess41電子商務(wù)與物流ElectronicCommerceandLogisticsInternetimpactsinclude:LogisticsfunctionsTransportationOrdermanagementChanneldesign42電子商務(wù)與物流ElectronicCommerceandLogisticsInternetimpacts(continued)Intermediaries4categoriesoflogisticsexchangesEnhancingprocurementservicesMatchingshippersandcarriersExecutingrelevanttransactionsTransactingwithpartnersApplicationserviceprovidersprovideaccessovertheInternettoapplicationsandrelatedservicesthatwouldotherwisehavetobelocatedinenterprisecomputers.43電子商務(wù)與物流ElectronicCommerceandLogisticsE-Fulfillmentisthecoordinatedinboundandoutboundlogisticsfunctionsthatfacilitatethemanagementanddeliveryofcustomerordersplacedonline.44電子商務(wù)與物流ElectronicCommerceandLogisticsE-fulfillmentManylogisticalfunctionsandactivitiesoccurMore,smaller