Number of FTEs who perform order entry/order processing as a percentage of total FTEs for the process "manage sales orders"

This measure calculates the percentage of total full-time equivalent employees for "manage sales orders" that perform order entry/processing. Order entry/processing encompasses taking orders, adding orders to the system, modifying existing orders, and running customer credit checks. This Supplemental Information measure is intended to help companies evaluate additional variables related to the process "Manage sales orders".

Benchmark Data

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Measure Category:
Supplemental Information
Measure ID:
101799
Total Sample Size:
472 All Companies
Performers:
25th Median 75th
- 50.0% -
Key Performance Indicator:
No
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Compute this Measure

Units for this measure are percent.

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(Number of FTEs who perform the process "manage sales orders" who perform order entry/order processing / Number of FTEs who perform the process "manage sales orders") * 100.0

Key Terms

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To calculate the number of full-time equivalents employed during the year for each respective process or activity, you must prorate the number of employees and the hours spent performing each process/activity. Assume that a full-time worker represents 40 hours per week. Provide the average number of full-time equivalents employed during the year for each respective process. Include full-time employees, part-time employees, and temporary workers hired during peak demand periods. Allocate only the portion of the employee's time that relates to or supports the activities identified for an applicable process. Prorate management and secretarial time by estimating the level of effort in support of each activity, by process.

For example, a part-time secretary in the finance department for XYZ, Inc. charges all of his time to finance department activities. He works 20 hours per week. The secretary splits his time evenly supporting employees working in the general accounting process and the financial reporting process. Thus, his time should be allocated by process. So, if he works throughout the year and supports these two processes, his time would be split evenly as:

20hrs/40hrs = .5FTE * 50% for general accounting = .25FTE for general accounting

20hrs/40hrs = .5FTE * 50% for financial reporting = .25FTE for financial reporting

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Measure Scope

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Cross Industry (8.0)

  • 3.5.4.1 - Accept and validate sales orders (10194) - Receiving and confirming orders from customers. Verify that no extra expenses have to be disbursed on part of the organization for labor or inventory when processing the order.
  • 3.5.4.2 - Collect and maintain account information (10195) - Collecting and maintaining all account information. Collect information about the purchase, servicing, return, and/or commitment of any products/services on part of the organization to its customers. Bring together information from various organizational divisions, and update periodically.
    • 3.5.4.2.1 - Administer key account details (10201) - Managing essential information of customer accounts.
    • 3.5.4.2.2 - Retrieve full customer details (10202) - Obtaining detailed information about customers.
    • 3.5.4.2.3 - Modify involved party details (10203) - Altering information about involved parties.
    • 3.5.4.2.4 - Record address details (10204) - Documenting address information.
    • 3.5.4.2.5 - Record contact details (10205) - Documenting contact information.
    • 3.5.4.2.6 - Record key customer communication profile details (10206) - Providing information about important business rules regarding communicating with customers.
    • 3.5.4.2.7 - Review involved party information (10207) - Revising information about involved parties.
    • 3.5.4.2.8 - Terminate involved party information (10208) - Dismissing information about involved parties.
  • 3.5.4.3 - Determine availability (10196) - Ascertaining the volume or scale of products/services to provide to customers to fulfill sales orders. Check the finished products stored in warehouses, the production capacity, and (in the case of services) the processing speed, as well as work force availability.
  • 3.5.4.4 - Determine fulfillment process (10197) - Devising a blueprint for order fulfillment. Create a schematic flow encompassing all activities to deliver orders to the customers. Outline a procedure for satisfying these orders by answering questions about what needs to happen in sequence to realize an order.
  • 3.5.4.5 - Process back orders and updates (10199) - Processing any unfulfilled orders, and updating the status of any orders that have been accepted and are being attended to. Deliver on any purchase orders that remain unserviced due to temporary unavailability of the product/service. Manage any updates to the sales orders. Revise their status in the order system.
  • 3.5.4.6 - Handle sales order inquiries including post-order fulfillment transactions (10200) - Attending to any queries received from the customers, even after a sales order has been serviced. Deploy ad hoc personnel for managing these enquiries.
  • 3.5.4.7 - Provide product tracking (11518) - Providing visibility into the status and progress of products associated with customer orders to support order fulfillment, customer communication, and issue resolution.