Communication Strategy for Business professionals
1 Informative Outline on Order Fulfillment Delays at ABB Optical Distribution Center Abigail Mills College of Business, Florida Atlantic University GEB 6215 Communication Strategy for Business Professionals Dr. S. M. Nielsen June 18, 2024 2 Informative Outline on Order Fulfillment Delays at ABB Optical Distribution Center I. Introduction A. Attention and Need 1. Customer satisfaction is a key success factor of any organization, and one way to achieve that for most is through order fulfillment. 2. Distribution centers have the obligation to ensure that customers receive their order within the least amount of time possible, implying that delays in order fulfillment can compromise the overall customer satisfaction rate (Gilmore & Kumar, 2019). B. Professional Greeting 1. My name is Abigail Mills, and I work as a Fulfillment Specialist for ABB Optical Distribution Center. 2. My roles revolved around preparing or staging items for delivery as well as dealing with incoming shipments. C. Purpose Statements 1. The primary purpose of this presentation is to inform the audience of the issue of increased delays at the ABB Optical Distribution Center, associated with the order fulfillment process. 2. This presentation’s specific purpose is to provide insight into the nature of this chronic problem, its symptoms and effects, possible causes and solutions, and end with conclusions D. Preview of Main Points 1. I will first discuss symptoms, effects, and possible causes of increased delays at the ABB Optical Distribution Centers. 2. I will then provide possible solutions to how we can improve order fulfillment at the Organization while exploring the pros and cons of each solution. II. Body A. The Problem Order fulfilment is one way of a distribution center to improve its competitiveness because it enhances customer satisfaction and loyalty. 1. Symptoms 3 a. Based on Current trends, customers have complained of late orders, on average of 202 times in the current month, which translates to a 35% increase in the last six months. b. Within the past year, the company’s fulfillment department has experienced a 25% turnover rate. 2. Effects a. In the last quarter specifically, our repeat orders have reduced by about 20%, and considering the average monthly spend of a client, we are losing $ 150000 worth of business every month. b. The loss of morale and productivity among employees due to fatigue and burnout. 3. Causes a. Over time, employee turnover has increased, and the few workers that are remaining cannot effectively deal with the work overload (Gilmore & Kumar, 2019). b. The lack of proper inventory management system that is in use at the Company. B. Possible Solutions 1. Formally recruiting more workers a. This approach will help ease the workload of already employed individuals and consequently increase efficiency (Fawcett et al., 2014). b. The organization must incur overhead costs of hiring and training the new workers. 2. Upgrade the inventory management system a. Improved and more efficient system. b. May take time to implement due to feasibility tests and compatibility assessments (Gilmore & Kumar, 2019). III. Conclusion A. Summary Some of the main concerns that contribute to the high incidence of delays in the order fulfillment process are an inadequate number of employees and a weak inventory management system. 4 B. Time Frame/ Next Steps It is important that these challenges must be met to restore customer confidence and improve organizational performance. C. Memorable Statement Customers are integral to our success story, therefore; we should strive to meet their expectations through timely order delivery. 5 References Gilmore, D., Kumar, S. (2019). The Little Book of Distributed Order Management: How DOM Technology Is Changing the Game for Order Fulfillment in Omnichannel and Beyond. Softeon. Fawcett, A., CSCMP, A. M. F., Fawcett, S., C. (2014). The Definitive Guide to Order Fulfillment and Customer Service: Principles and Strategies for Planning, Organizing, and Managing Fulfillment and Service Operations. PH Professional Business.
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