A Conceptual Framework for Modelling the Collaborative Order Management Process

Order Management is one of the core processes in Supply Chain Management. Inefficiencies in this process cause a direct impact on important performance dimensions such as customer service, order time cycle and execution costs. The complexity of this process increases when companies from different supply chains interoperate to jointly provide a unique complementary product/service pack. In this case, the order management process demands the centralization of information from all the collaborative companies in order to coordinate the whole order and provide an agreed response to the customer. In this context, modelling the collaborative order management (COM) process becomes a critical task for facilitating the design, understanding, management and knowledge capitalization of this process within the companies that collaborate. This paper introduces a conceptual framework (CF) that provides all the aspects that have to be considered in an ordered and comprehensively manner when modelling the COM process.