第五章订单处理与信息系统培训资料

CR(2004)PrenticeHall,Inc.Chapter5订单处理与信息系统OrderProcessingandInformationSystems在物流领域，顶尖高手和平庸之辈的差距往往就在于企业物流信息技术的能力。 DaleS.Rogers RichardL.Dawe PatrickGuerra1产品计划三角形ProductinthePlanningTriangleCR(2004)PrenticeHall,Inc.PLANNINGORGANIZINGCONTROLLINGTransportStrategy•Transportfundamentals•TransportdecisionsCustomerservicegoals•Theproduct•Logisticsservice•Ord.proc.&info.sys.InventoryStrategy•Forecasting•Inventorydecisions•Purchasingandsupplyschedulingdecisions•Storagefundamentals•StoragedecisionsLocationStrategy•Locationdecisions•Thenetworkplanningprocess计划组织控制TransportStrategy•Transportfundamentals•TransportdecisionsCustomerservicegoals•Theproduct•Logisticsservice•Ord.proc.&info.sys.InventoryStrategy•Forecasting•Inventorydecisions•Purchasingandsupplyschedulingdecisions•Storagefundamentals•StoragedecisionsLocationStrategy•Locationdecisions•Thenetworkplanningprocess库存战略预测客户服务目标采购和供应时间决策存储基础知识存储决策产品物流服务订单管理和信息系统库存决策运输战略运输基础知识运输决策选址战略选址决策网络规划流程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订单处理过程中的关键要素CR(2004)PrenticeHall,Inc.销售订单订单准备：要求购买产品和服务订单传输传送订单信息订单录入核查库存准确性审查信用审查保留订单/取消订货转录开具账单

订单履行直接提货、生产或采购包装代运货物决定配送时间准备运输单据订单状况报告订单跟踪与客户就订单履行情况进行交流55.1订单管理订单管理是从公司收到订单的时间到仓库被通知装运货物的期间发生的一系列活动。Orderplanning-connectedtosalesforecasting销售预测的订单计划Ordertransmittal订单传送Orderprocessing订单处理Orderpickingandassembly订单拣选和装配订货交货Orderdelivery6订单周期Ordercycledefinedbytheseller:timefromwhenanorderisreceivedtowhenthegoodsarriveatthecustomer’sdock.Ordercycledefinedbythebuyer:timefromwhenanorderisplacedtowhenthegoodsarereceived.AlsocalledreplenishmentcycleGettingshorterMoreprecisedeliverytimesCustomercantrackordersQualityisimportantandisbenchmarked75.1.1订单准备（OrderPreparation）订单准备是指搜集所需产品或服务的必要信息、正式提出购买要求的各项活动。85.1.2订单传输传送订单信息是订单处理过程中的第二道工序，涉及订货请求从发出地点到订单录入地点的传输过程。人工方式和电子方式MethodsofordertransmittalPhoneFAXMailScanningbarcodes-electronicsubmissionPOSregistersInternetOrdertransmittal95.1.3订单录入订单录入是指在订单实际履行前所进行的分项工作。包括：核对订单信息的准确性检查库存保留或取消订单审核客户信用必要时，转录订单信息开具账单105.1.4订单履行OrderFillingCR(2004)PrenticeHall,Inc.Processingrulesaffectorderfillingspeed先收到先处理First-received,first-processed使处理时间最短Shortestprocessingtimefirst预先确定顺序号Specifiedprioritynumber优先处理订货量较小，相对简单的订单Smaller,lesscomplicatedordersfirst优先处理承诺交货日期最早的订单Earliestpromiseddeliverydate优先处理距约定交货日期最近的订单Ordershavingtheleasttimebeforepromised deliverydate11OrderFilling(Cont’d)CR(2004)PrenticeHall,Inc.QuestionSupposethatanordercontainsfiveitems,eachhavingastockingprobabilityof93%.Whatistheprobabilitythattheorderwillbefilledcomplete?Answer12Orderfillratelowerthanitemfillrate135.1.5订单状况的报告1）在整个订单周转过程中跟踪订单2）与客户交换订单处理进度、订单货物交付时间等方面的信息145.2订单处理举例5.2.1工业订单处理5.2.2零售订单处理5.2.3消费者订单处理系统（网上渠道的订单计划）15订单处理过程包括OrderprocessingincludesCheckingforcompletenessandaccuracyAcustomercreditcheckOrderentryintothecomputersystemMarketingdepartmentcreditssalespersonAccountingdepartmentrecordstransactionInventorydepartmentlocatesnearestwarehousetocustomerandadvisesthemtopicktheorderTransportationdepartmentarrangesforshipment检查订单信息的完整性和准确性客户信用检查计算机系统的订单录入市场营销部信贷员会计部记录交易库存部找到最近的仓库，并建议他们选择订单运输部安排装运16CommerceThroughtheInternetCR(2004)PrenticeHall,Inc.通信网络——信息高速公路订单确认发送通知运输状况物流服务提供商经销商订单确认运达-通知运输状况供应商产品175.3影响订单处理时间的因素FactorsAffectingOrderProcessingTimeCR(2004)PrenticeHall,Inc.订单处理的先后顺序并行处理和顺序处理订单履行的精确度订单批处理Orderbatching分批处理Lotsizing合并运输Shipmentconsolidation185.4物流信息系统TheLogisticsInformationSystemCR(2004)PrenticeHall,Inc.内部财务/会计营销物流生产采购外部客户供应商承运人供应链伙伴订单管理系统库存可得率信用审核开具发票将产品分配给客户订单履行地仓储管理系统库存管理水平拣货线路指定拣货员和工作量安排估计产品可得率运输管理系统拼货车辆调度运输方式选择处理投诉货物跟踪运费支付运费单审核19OrderManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsStockavailabilityCreditcheckingInvoicingProductallocationtocustomersFulfillmentlocation20WarehouseManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsReceivingPutawayInventorymanagementOrderprocessingandretrievingShipmentpreparation21TransportationManagementSystemModuleCR(2004)PrenticeHall,Inc.ElementsModeselectionFreightconsolidationRoutingandschedulingshipmentsClaimsprocessingShipmenttrackingBillpaymentandauditing225.4.2内部运作1.输入（数据来源：客户、公司记录、公开的数据、管理层）2.数据库管理3.输出23OperatingComponentsoftheLISCR(2004)PrenticeHall,Inc.环境数据输入数据库操作1.数据存储存档检索文件保存2.数据转换基本的数据处理运用统计和数学方法分析数据输出交换决策物流管理者（决策者）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信息系统的重要性BenefitsofEffectiveandEfficientUseofInformationReplacementofinventorywithinformationReducedvariabilityinthesupplychainBettercoordinationofmanufacturing,marketing,anddistributionStreamlinedorderprocessingandreducedlead-times29信息的有效和高效利用可以给物流和供应链带来很多益处。供应链上具备了更多知识和可视性，有可能用信息取代库存通过销售点的数据，可以更多的了解顾客需求，这样可以改善计划并减少供应链的可变性通过企业资源计划工具来更好的协调制造、营销和配送活动协调的物流信息系统可以改进订单处理流程并缩短提前期30信息管理系统的一般类型GeneralTypesofInformationManagementSystems3132信息管理系统的一般类型GeneralTypesofInformationManagementSystems办公自动化系统OfficeautomationsystemProcesspersonalandorganizationalbusinessdataPerformcalculationsCreatedocuments33通信系统CommunicationsystemHelpstakeholdersworktogetherbyinteractingandsharinginformationExamplesofuseVirtualmeetingsVideoconferencingusingcellphonesVoice-basedorderpicking34交易处理系统TransactionProcessingSystem(TPS)CollectsandstoresinformationabouttransactionsEfficientprocessingoftransactionsReal-timeprocessingBatchprocessing35交易处理系统TransactionProcessingSystem(TPS)(continued)ElectronicdatainterchangeBenefitsDrawbacksGlobalusage36交易处理系统TransactionProcessingSystem(TPS)(continued)AutomaticidentificationtechnologiesTypes:OpticalcharacterrecognitionMachinevisionVoice-dataentryRadio-frequencyidentificationMagneticstripsBarcodescannersPoint-of-salesystems(POS)enhancedecisionmaking37管理信息系统和执行信息系统ManagementInformationSystem(MIS)andExecutiveInformationSystem(EIS)ConvertdataintoinformationLogisticsinformationsystem:thepeople,equipment,andprocedurestogather,sort,analyze,evaluate,anddistributeneeded,timely,andaccurateinformationtologisticsdecisionmakers.38物流信息系统的结构和功能

StructureandFunctionofaLogisticsInformationSystem39决策支持系统DecisionSupportSystems(DSS)provideinformation,models,oranalysistoolsSimulationArtificialIntelligence(AI)ApplicationspecificsoftwareDatamining40企业资源计划Enterpriseresourceplanning(ERP)Allcompanyfunctionalareasuseacommondatabaseto:StandardizemanufacturingprocessesIntegratefinancialdataStandardizehumanresourcedataShortcomingsCostsofinstallationTime-consuminginstallationprocess41电子商务与物流ElectronicCommerceandLogisticsInternetimpactsinclude:LogisticsfunctionsTransportationOrdermanagementChanneldesign42电子商务与物流ElectronicCommerceandLogisticsInternetimpacts(continued)Intermediaries4categoriesoflogisticsexchangesEnhancingprocurementservicesMatchingshippersandcarriersExecutingrelevanttransactionsTransactingwithpartnersApplicationserviceprovidersprovideaccessovertheInternettoapplicationsandrelatedservicesthatwouldotherwisehavetobelocatedinenterprisecomputers.43电子商务与物流ElectronicCommerceandLogisticsE-Fulfillmentisthecoordinatedinboundandoutboundlogisticsfunctionsthatfacilitatethemanagementanddeliveryofcustomerordersplacedonline.44电子商务与物流ElectronicCommerceandLogisticsE-fulfillmentManylogisticalfunctionsandactivitiesoccurMore,smaller