澳大利亚留学生客户关系课程作业定制Case 1 (even)
Queensland Country Wholesalers are a long established company who distribute fresh fruits and vegetables produce throughout Australia. The systems and procedures in the company have evolved over many years. A recent Performance Audit has highlighted deficiencies in the company systems and procedures. The Board of Directors have employed a consultant to document the current systems starting with the order processing system.
The customer orders, which are all credit sales, arrive by email or phone and in the processing of an order several other documents are created.
The documents created are:
• A packing slip which is used by the warehouse to fill the order.
• A customer invoice which is sent after the fruit and vegetables has been shipped.
• When the order is not accepted an order rejection note is forwarded to the customer.
• A receivable notice, which is a copy of the customer invoice, is forwarded to the accounting department so that the accounts receivable records can be updated.
The consultant reviewed the facts he had collected and prepared the following narrative summary:
When an order is received by the order processing clerk they check the customer’s credit file to confirm credit approval and to ensure that the order amount is within the agreed credit limit. If neither of these conditions is met then the order is forwarded to the credit control department. If the order meets both conditions the order processing clerk enters the details into the system using a standard order form. This information is used to update the customer file which contains name, address and other data. The form is then put in the open order file.
When the credit department receives a rejected order the credit clerk determines why the order has been rejected. If the credit limit has been exceeded the customer is informed that their credit limit has been exceeded and that the fruit and vegetables can only be delivered after a payment is received to bring the account back into agreed limits. If the customer does not have an agreed credit limit then a credit application is forwarded to the customer with a notification that the produce will be delivered as soon as credit is approved.
When an order is received the system checks the inventory levels to determine if the produce is available. If the produce is available a packing slip is prepared and sent to the warehouse.
When notification of despatch of produce is received from the warehouse, an invoice is prepared. One copy is filed in the order processing department and a second copy is forwarded to the customer and a third copy is forwarded to the accounting department to update the accounts receivable. A note is placed in the customer file to confirm that an invoice has been sent.
• Requirement 2:
o Identify any deficiencies in system (if any) and the information needs for effective management of the order processing system in particular and the revenue cycle in general.