Order Management Process
Overview
End-to-end lifecycle management from order receipt through delivery coordination and client satisfaction.
Duration: Varies by project complexity (4-12 weeks typical) Owner: Sales (Account Manager) Tool: Notion Order Tracker, Slack Trigger: Contract signed and deposit received
Objectives
- Maintain accurate order specifications throughout production
- Proactive client communication on status and timeline
- Coordinate seamlessly between Sales, Design, and Operations
- Ensure on-time, on-spec delivery
- Achieve high client satisfaction and repeat business
RABSIC Matrix
| Decision/Task | R (Responsible) | A (Accountable) | B (Backup) | S (Support) | I (Informed) | C (Consulted) |
|---|---|---|---|---|---|---|
| Order intake and documentation | Account Manager | Account Manager | Sales Coordinator | Sales Coordinator | Fashion Design, Operations | - |
| Production timeline coordination | Account Manager | Sales Director | - | Operations | Finance | Fashion Design, Operations |
| Client status updates | Account Manager | Account Manager | Sales Coordinator | - | Sales Director | - |
| Change order approval | Sales Director | Sales Director | - | Finance, Operations | - | Fashion Design, Operations |
| Delivery coordination | Account Manager | Account Manager | Sales Coordinator | Logistics | Operations | - |
| Final client sign-off | Account Manager | Sales Director | - | - | Finance, Operations | - |
Process Steps
- Order Receipt (1 hour)
- Order Tracking (Ongoing)
- Order Closure (1 hour)
Standard Operating Procedures
- Order Entry SOP - Structured intake and system setup
Success Criteria
- 100% order accuracy (specs match delivery)
- On-time delivery rate ≥ 95%
- Client satisfaction score ≥ 4.5/5
- Zero payment disputes
- Repeat client rate ≥ 60%
Metrics Tracked
- Order cycle time (contract → delivery)
- On-time delivery percentage
- Change order frequency
- Client communication response time
- Payment collection time
- Client Net Promoter Score (NPS)
Common Issues
| Issue | Frequency | Resolution |
|---|---|---|
| Client requests scope changes mid-production | 30% of orders | Follow change order process, get written approval, adjust timeline |
| Production delays due to material sourcing | 15% of orders | Proactive communication, offer alternatives, adjust timeline |
| Client unavailable for fittings | 20% of orders | Schedule backup dates, offer virtual fitting, use stand-in |
| Payment delays | 10% of orders | Send reminders at day 5, pause work at day 7, escalate at day 14 |
Related Processes
- Client Onboarding (precedes this process)
- Design Development (Fashion Design function)
- Production Planning (Operations function)