To provide a roadmap for traversing this multi-layered OM landscape, APQC’s Marisa Brown (Senior Principal Research Lead, Supply Chain Management) and Madison Lundquist (Principal Research Lead, Process and Performance Management) conducted a webinar in June 2023 with Christine Pfefferle (Executive Consultant, Redstone Consulting). Topics included:
- an overview of order management and end-to-end processes,
- how to view order management through the lenses of process, people, technology, and metrics,
- the advantages of automation,
- how to measure performance, and
- impacts on the customer experience and key takeaways.