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Процесс выполнения заказа клиента на сегодняшний день является одним из главных процессов на предприятиях. Ведь у многих компаний в перечне основных целей стоит именно удовлетворение потребностей клиентов. Чтобы понять, насколько эффективно работает предприятие в этом направлении, необходимо рассмотреть данный процесс и выявить узкие места, которые можно в будущем устранить и, таким образом, усовершенствовать процесс в целом. В статье рассмотрен процесс выполнения заказа клиента, описаны его основные этапы и отражены его особенности на промышленном предприятии. Также рассмотрены основные пути сокращения данного процесса с точки зрения логистического аспекта, а именно затрат времени на выполнение заказа на примере ПАО «Челябинский трубопрокатный завод». В ходе исследования рассмотрены варианты по сокращению времени процесса выполнения заказа., The process of fulfilling the sales order for today is one of the main processes in the enterprise. After all, many companies in the list of basic goals is precisely the satisfaction of the needs of customers. To understand how efficiently the company works in this direction, it is necessary to consider this process and identify bottlenecks that can be eliminated in the future and, thus, improve the process as a whole. This article describes the process of customer’s order execution. The author describes the main stages and shows its features in an industrial plant. Also this article discusses the main ways of reducing this process from the point of view of the logistic aspects, namely time spent on execution of client’s order on the example of JSC “Chelyabinsk tube rolling plant”. During research, the author was presented with several proposals to reduce the process time of the order.

In der vorliegenden Arbeit wird ein ganzheitliches Vorgehensmodell für die Bewertung und Verbesserung von Kundenbeziehungen in Supply Chains entwickelt. Zunächst wird der aktuelle Forschungsstand in den Themengebieten Kundenmanagement und Supply Chain Management sowie die für das Thema wichtigen wissenschaftlichen Theorien und Modelle beschrieben. Darauf aufbauend werden inhaltliche und methodische Anforderungen an ein entsprechendes Vorgehensmodell abgeleitet. Aufgrund dieser Anforderungen wurde ein Vorgehensmodell entwickelt, welches anhand von drei Phasen (Gestaltung, Lenkung und Entwicklung) sowie drei Objekten (Prozesse, Kunde, Supply Chain) aufgebaut ist. Dadurch ergeben sich neun zu durchlaufende Schritte, die im Rahmen der vorliegenden Dissertation beschrieben sind. Das Ziel der ersten Phase ist die Identifikation der Gestalt der internen Prozesse, der Kundenbeziehungen sowie des Entwicklungsstands der eigenen Supply Chain Kompatibilität. Die zweite Phase zielt darauf ab, die Lenkungsebenen hinsichtlich der Objekte Supply Chain, Kunden, interne Prozesse zu definieren. Darauf aufbauend werden in der dritten Phase entsprechende Entwicklungsstrategien identifiziert, die zu einer höheren Wettbewerbsfähigkeit der gesamten Supply Chain führen. Im Anschluss wird die Praxistauglichkeit dieses Vorgehensmodell im Rahmen eines realen Anwendungsbeispiels verdeutlicht. Die Arbeit endet mit einer Zusammenfassung und einem Ausblick hinsichtlich des identifizierten zukünftigen Forschungsbedarfs., The aim of this thesis is to develop an integrated process model for the evaluation and improvement of customer relationships in supply chains. First, the current state of research in the areas of customer management and supply chain management as well as scientific theories and models that are relevant for this thesis are described. Based on these theoretical bases the requirements regarding content and methodologies of the process model are derived. Due to these requirements, the process models structure is based on three phases (design, control and development) and three aspects (processes, customer, supply chain). The nine fields that are formed by this matrix represent the steps to be passed. The aim of the first phase is to identify the shape of internal processes, customer relationships and the level of development of the own supply chain compatibility. The second phase aims to define the steering aspects of the internal processes, customer relationship and supply chain. In the third phase, strategies for improving the customer behavior and relationship have to be developed, which will lead to higher competitiveness of the entire supply chain. Following the practicability of this process model is illustrated in the context of a real application example. The thesis concludes with a summary and an outlook for identified future research needs.

International audience; Many authors have highlighted gaps at the interfaces between supply chains (SCs) and demand chains. Generally, the latter tends primarily to be `agile' by maximising effectiveness and responsiveness while the former tends to be `lean' by maximising efficiency. When, in the SC, disruptions (that lead to stock-out situations) occur after customer orders have been accepted, managers are faced with the problem of maximising customer satisfaction while taking into consideration the conflicting objectives of the supply and demand sides of the order fulfilment process. This article proposes a cross-functional multi-criteria decision-making (advanced available-to-promise) tool that provides different strategic options from which a solution can be chosen. It also proposes a performance measurement system to support the decision-making and improvement process. The results of some experimental tests show that the model enables to make strategic decisions on the degree of flexibility required to achieve the desired level of customer service.

4th International Conference on Agents and Artificial Intelligence, 2012 , Vilamoura, Algarve, Portugal In this paper we describe an agent-based framework for modelling and simulating different processes taking place in supply networks, resulting in a supply chain simulator called SCOPE (Sistemas COoperativos para la Programación y Ejecución de pedidos). The framework is composed of reusable elements (agents and objects) allowing easy modelling of real-scale supply chains, with different companies and products. Each company in the model can use different policies and parameters for the different business functions. The framework is implemented using Swarm. Furthermore, its generic and modular structure allows to easily adding new and more complex functions for the agents. The final aim of SCOPE is to serve as a testbed to implement and analyse the effects of different management decisions related to order fulfilment over real-scale supply chains. SCOPE has been validated using different supply chains described in the literature.

International audience; Many authors have highlighted the gap between the supply side and the demand side of the order fulfilment process. Generally, the latter tends primarily to be “agile” by maximising responsiveness and flexibility while the former tends to be “lean” by maximising efficiency. However, the most fundamental trade-offs in supply chain management are between these two properties. This is the “leagile” objective. In stock-out situation, the delivery options that would minimize the customers’ dissatisfaction while reconciling the conflicting objectives of the different actors of the supply network must be defined. Today, no particular method seems to allow managing bulk within this leagile ambition. This paper proposes a non-sequential Advanced Available-to-promise model to tackle this question. The model is applied to a numerical example and the results obtained are used to illustrate the most representative delivery strategies.