Accountability‐based order fulfillment process reengineering towards supply chain management

Abstract

Purpose The purpose of this paper is to provide a methodology to industry and academia on how to reengineer the order fulfillment process (OFP) by capitalizing on integration and coordination across the entire supply chain to sustain supply chain management. Design/methodology/approach A case study at a semiconductor equipment manufacturer in Singapore is undertaken. Findings This paper confirms that the traditional OFPs present companies a challenge to satisfy the demanding customer requirements while achieving performance optimization of each supply chain partner; and it is imperative to reengineer the OFPs to stay competitive. To successfully reengineer OFPs, the efforts should be systematically organized to, for example, exploit potential processes as many as possible, determine an optimal process based on mathematically sound grounds. Research limitations/implications The use of a single case study may limit the generalizability of the findings. Practical implications A methodology incorporating accountability‐centered approach and simulation is developed for companies to reengineer OFPs while considering the entire supply chain. Originality/value The literature does not provide solutions for reengineering OFPs regardless of the fact that OFP reengineering is an emerging area of interest. This paper presents a valuable contribution to this topic by introducing a methodology and by applying the methodology to a semiconductor equipment manufacturer in Singapore.

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