CA2299825A1 - Interactive parts ordering management method and system - Google Patents
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- CA2299825A1 CA2299825A1 CA 2299825 CA2299825A CA2299825A1 CA 2299825 A1 CA2299825 A1 CA 2299825A1 CA 2299825 CA2299825 CA 2299825 CA 2299825 A CA2299825 A CA 2299825A CA 2299825 A1 CA2299825 A1 CA 2299825A1
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Abstract
The invention provides a computerized, centralized method and system for managing and fulfilling orders for goods, viz.
computer and electronic parts, which are submitted electronically by a remote user which includes means providing real-time interactive communications assistance between a central service representative and the user and means for automatically determining, from identified inventory locations having the goods in stock, a target inventory location from which the goods are deliverable to the destination address within a pre-determined time delivery requirement including means for intelligent time zone polling of the identified inventory locations. Means are also provided for accessing a database comprising information identifying inventory locations having the goods in stock and identifying inventory location(s) having the goods in stock and means for directing the order to the target inventory location to initiate shipment of the goods in accordance with the order to satisfy the time delivery requirement.
computer and electronic parts, which are submitted electronically by a remote user which includes means providing real-time interactive communications assistance between a central service representative and the user and means for automatically determining, from identified inventory locations having the goods in stock, a target inventory location from which the goods are deliverable to the destination address within a pre-determined time delivery requirement including means for intelligent time zone polling of the identified inventory locations. Means are also provided for accessing a database comprising information identifying inventory locations having the goods in stock and identifying inventory location(s) having the goods in stock and means for directing the order to the target inventory location to initiate shipment of the goods in accordance with the order to satisfy the time delivery requirement.
Description
INTERACTIVE PARTS ORDERING MANAGEMENT METHOD AND SYSTEM
Field of the Invention This invention relates generally to the field of electronic commerce ("e-commerce") software applications and, more particularly, to a computerized method and system for managing and fulfilling orders for goods, viz. computer and electronic parts, on a centralized basis.
Background of the Invention The satisfactory operation of many organizations and businesses is dependent on the use of technical equipment having associated therewith an expected "down time" caused by the failure of parts and components. Many such organizations and businesses have employees and/or contractors whose j ob it is to continually monitor their needs for new parts and initiate orders to third parties for the delivery of the same .
In some cases the third parties to whom such orders are given are intermediary businesses ("parts brokers") who serve both the ordering party (the buyer) by knowing where to find the needed part and the manufacturer/source of the part (the vendor) by ordering parts in bulk and reducing the number of vendor transactions. In doing so such intermediary businesses have heretofore applied manual systems, using pager and fax communications and order-by-order calculations/decisions, for checking warehouse inventory, selecting a warehouse having the goods in stock and initiating the shipping process. However, such manual systems are personnel dependent for action, add human action/reaction time to the overall process and are prone to error. Static management/accounting software referred to herein as an ERP ("enterprise resource planning") system (an example of which is the Platinum~w~ product of Epicor Software Corporation of Irving, California) is typically used by parts brokers, the purpose of these systems being to maintain and update inventory databases with respect to submitted orders and to handle the various accounting requirements resulting from product ordering such as accounts receivable, accounts payable and general ledger entries.
The existing parts ordering methods as aforesaid are disadvantageous in that they are labor intensive and personnel dependent, are unable to reliably achieve one-day delivery time commitments and provide minimal feedback and assistance to the buyer. Therefore, there is a need by parts brokers and their clients for the applicant's improved method and system for locating, shipping and delivering parts, claimed herein, which overcomes the foregoing disadvantages of the known methods and systems.
Summary of the Invention In accordance with the invention there is provided an ordering management system and method for centrally controlling the receipt and fulfillment of an electronic order for goods which is transmitted from a remote location by a user electronic I/O device interfaced to the system through a communications network. Means are included for permitting real-time interactive communications between a service representative electronic I/O device and the user electronic I/O device and for permitting a service representative to input information through the service representative electronic I/O device to the electronic order during the course of the interactive communications. Means are also included for receiving order information from the user and/or said service representative for identifying the goods and for receiving order information from the user including the destination address for delivery of the goods. Means are included for accessing a database comprising information identifying inventory goods and determining whether the order information defines goods which are inventory goods. Means are included for determining a time delivery requirement applicable to the order and means are included for accessing a database comprising information identifying inventory locations having the goods in stock and identifying inventory locations) having the goods in stock. Means are also included for determining from the identified inventory locations a target inventory location from which the goods are deliverable to the destination address within the determined time delivery requirement, comprising means for intelligent time zone polling of the identified inventory locations.
Means are further provided for directing the order to the target inventory location to initiate shipment of the goods in accordance with the order to satisfy the time delivery requirement.
Preferably, the system further comprises means for receiving shipment information from the target inventory location, means for monitoring whether shipment information for the order has been received and means for taking progressive action with respect to the order if such shipment information is not received within a predetermined time period.
Description of the Drawings The present invention is described in detail below with reference to the following drawings in which like reference numerals refer throughout to like elements.
Figure 1 is a block diagram of the components of a parts ordering/management system which includes the e-commerce "front end" interactive system of the present invention; and, Figure 2 is a flow chart of the processes performed by the interactive system of the present invention.
Detailed Description of a Preferred Embodiment Figure 1 shows the components of a parts ordering/management system 5 comprising the applicant's "front end" interactive system 10 and a "back end" ERP system 20 interfaced thereto, each of said systems being embodied in software. An internal network 15 links the interactive system _ 5 _ 10, through a firewall 20 and the Internet global communications network 25, to individual users (buyers) 30 who are authorized representatives (e.g. employees) of clients of the system operator (referred to herein as "system clients").
The internal network 15 also links the interactive system 10 to an ERP system 20 and to administrators) 35, sourcers (40) and customer service representatives "CSR's"(45) of the interactive system 10. Output devices 50 such as printers are also provided in the internal network 15.
The ERP system 20 includes an inventory database of core parts 22 from which the system 10, through network 15, is able to identify on a real-time basis whether a specified part exists in inventory at a specified inventory location (e. g.
a warehouse). The inventory locations (warehouses) are strategically located for a given system client, taking into account the core parts needs and facilities of the individual customers of the system client, so that the system client is able to meet the delivery time requirements to which it has committed with its customers. These delivery time requirements, which are used by the system 10, are stipulated by the system client and are governed by the content of the Service Level Agreement (SLA) between the system client and the particular customer of the system client. For the preferred embodiment the delivery time requirements are 1 hour, 4 hours or next day delivery, 24 hours per day, 7 days per week. For example, the system client may be responsible for supplying parts to company A and the SLA between the client and that customer may be 1 hour delivery nationwide.
In that case the delivery time requirement for all parts ordered by that system client for that specific customer ( i . a .
company A) is 1 hour.
A "core part" is defined to be either a high turnover part or a critical part, these being categories of parts which must be kept in inventory in order to satisfactorily service a system client. Parts which are not core parts are not maintained in inventory and, instead, are sourced-out by the interactive system 10 (i.e. ordered from a source outside of the system 5).
The preferred system 10, as illustrated in Figure 1, includes a database server 4 and a database 8 comprising the particulars of all of the core parts ( i . a . part and warehouse identifiers) allocated to each system client so that the ERP
system database 22 of the actual core parts existing in the warehouses does not have to be accessed unless and until a specific part is identified, confirmed for purchase by the user and the delivery destination has been selected by the user. The system database 8 also stores historical order/delivery information for each system client, including the total order-to-delivery time for each special (i.e. out sourced) order previously fulfilled by the system for a given part.
The databases 8 and 22 are used by the system 10 to process logistics for determining, automatically, for a part ordered by a client the specific inventory (warehouse) location which will satisfy the specific SLA delivery time requirements for that system client and the particular destination delivery address for the part. These logistics which are preformed automatically by the system 10 include the application of a set of rules (tests), as set out in Table 1 below, to each order whereby a given part is located and selected on the basis of, inter alia, intelligent time zone polling with respect to the inventory locations having the part in stock and the time requirements of the available shipping ( i . a , courier) options for delivery of the part to the particular delivery address therefor. For example, if a client requires 1 hour delivery to a Calgary address (this SLA
has already been programmed into the system 10), the systems' logistics will go to the warehouse that can meet the delivery requirement for Calgary. If the first warehouse does not have the part, the system 10 will automatically calculates the capability of the next nearest warehouse taking into consideration both time zone and, mileage from the warehouse city to the delivery city. This automatic consideration of the time zone for successive warehouses under consideration is referred to herein as "intelligent time zone polling".
Referring to the foregoing Calgary example, if the local Calgary warehouse does not have the part in stock, the system _ g _ will go to Edmonton based on the fact that it is closest in terms of distance and is in the same time zone . The system 10 will then recalculate the delivery capability and either confirm that the SLA delivery time requirement (i.e. 1 hour) 5 can be met or, an alternative of 4 hours can be achieved. The system 10 thereby enables the user to execute orders quickly and reliably achieving a superior level of delivery.
The system 10 of the preferred embodiment is Internet accessed and, therefore, includes a Web (network) server and 10 e-commerce engine 12 for interfacing the system 10 with the remote users (buyers) 30 (i.e. through the user's electronic I/O device which, typically, is the user's PC) and warehouse representatives 38 (i.e. through the representative's electronic I/O device which, typically, is the representative's PC). (References herein to communications between the system and the user or warehouse or inventory location representative will impliedly refer to their electronic I/O devices.) An interactive service agent 14 is provided in the system 10 to permit and control real-time communications between the user 30 and a customer service representative (CSR) 45, the agent being a segment of computer software which can be autonomous and/or mobile and may be implemented as a component or object. (Agents are able to interact with their environment and to act both pro-actively and reactively). A user directory component 4 is also provided in the system 10 to maintain, verify and identify all registered (authorized) users of the system and to track and compile each interactive ("on-line") session between the user 30 and the CSR 45. The term "component" herein refers to a set of computer-readable instructions or commands and is not limited to any specific architecture or location. The system components may be provided through a single CPU or, as shown in Figure 1, through separate CPU's (A, B and C) to achieve better scalability, performance and reliability.
1 o Rule No. Description of Business Rule 1 It is important to distinguish between "clients"
and "customers". A "client" can have many "customers".
2 Any time a chat session is initiated, it must drive a warm transfer. More specifically, any order information captured up to the point at which the chat session has commenced must be automatically passed to the customer service representative.
3 The "sourcing" process referred to is assumed to be handled by the ERP order management/purchasing components and as such, it is not part of the system 10.
4 All buyers (users) must be registered with the system operator and have a valid user ID and password to access the system.
5 Login attempts are limited to 5 tries after which the user is locked out of the system.
Field of the Invention This invention relates generally to the field of electronic commerce ("e-commerce") software applications and, more particularly, to a computerized method and system for managing and fulfilling orders for goods, viz. computer and electronic parts, on a centralized basis.
Background of the Invention The satisfactory operation of many organizations and businesses is dependent on the use of technical equipment having associated therewith an expected "down time" caused by the failure of parts and components. Many such organizations and businesses have employees and/or contractors whose j ob it is to continually monitor their needs for new parts and initiate orders to third parties for the delivery of the same .
In some cases the third parties to whom such orders are given are intermediary businesses ("parts brokers") who serve both the ordering party (the buyer) by knowing where to find the needed part and the manufacturer/source of the part (the vendor) by ordering parts in bulk and reducing the number of vendor transactions. In doing so such intermediary businesses have heretofore applied manual systems, using pager and fax communications and order-by-order calculations/decisions, for checking warehouse inventory, selecting a warehouse having the goods in stock and initiating the shipping process. However, such manual systems are personnel dependent for action, add human action/reaction time to the overall process and are prone to error. Static management/accounting software referred to herein as an ERP ("enterprise resource planning") system (an example of which is the Platinum~w~ product of Epicor Software Corporation of Irving, California) is typically used by parts brokers, the purpose of these systems being to maintain and update inventory databases with respect to submitted orders and to handle the various accounting requirements resulting from product ordering such as accounts receivable, accounts payable and general ledger entries.
The existing parts ordering methods as aforesaid are disadvantageous in that they are labor intensive and personnel dependent, are unable to reliably achieve one-day delivery time commitments and provide minimal feedback and assistance to the buyer. Therefore, there is a need by parts brokers and their clients for the applicant's improved method and system for locating, shipping and delivering parts, claimed herein, which overcomes the foregoing disadvantages of the known methods and systems.
Summary of the Invention In accordance with the invention there is provided an ordering management system and method for centrally controlling the receipt and fulfillment of an electronic order for goods which is transmitted from a remote location by a user electronic I/O device interfaced to the system through a communications network. Means are included for permitting real-time interactive communications between a service representative electronic I/O device and the user electronic I/O device and for permitting a service representative to input information through the service representative electronic I/O device to the electronic order during the course of the interactive communications. Means are also included for receiving order information from the user and/or said service representative for identifying the goods and for receiving order information from the user including the destination address for delivery of the goods. Means are included for accessing a database comprising information identifying inventory goods and determining whether the order information defines goods which are inventory goods. Means are included for determining a time delivery requirement applicable to the order and means are included for accessing a database comprising information identifying inventory locations having the goods in stock and identifying inventory locations) having the goods in stock. Means are also included for determining from the identified inventory locations a target inventory location from which the goods are deliverable to the destination address within the determined time delivery requirement, comprising means for intelligent time zone polling of the identified inventory locations.
Means are further provided for directing the order to the target inventory location to initiate shipment of the goods in accordance with the order to satisfy the time delivery requirement.
Preferably, the system further comprises means for receiving shipment information from the target inventory location, means for monitoring whether shipment information for the order has been received and means for taking progressive action with respect to the order if such shipment information is not received within a predetermined time period.
Description of the Drawings The present invention is described in detail below with reference to the following drawings in which like reference numerals refer throughout to like elements.
Figure 1 is a block diagram of the components of a parts ordering/management system which includes the e-commerce "front end" interactive system of the present invention; and, Figure 2 is a flow chart of the processes performed by the interactive system of the present invention.
Detailed Description of a Preferred Embodiment Figure 1 shows the components of a parts ordering/management system 5 comprising the applicant's "front end" interactive system 10 and a "back end" ERP system 20 interfaced thereto, each of said systems being embodied in software. An internal network 15 links the interactive system _ 5 _ 10, through a firewall 20 and the Internet global communications network 25, to individual users (buyers) 30 who are authorized representatives (e.g. employees) of clients of the system operator (referred to herein as "system clients").
The internal network 15 also links the interactive system 10 to an ERP system 20 and to administrators) 35, sourcers (40) and customer service representatives "CSR's"(45) of the interactive system 10. Output devices 50 such as printers are also provided in the internal network 15.
The ERP system 20 includes an inventory database of core parts 22 from which the system 10, through network 15, is able to identify on a real-time basis whether a specified part exists in inventory at a specified inventory location (e. g.
a warehouse). The inventory locations (warehouses) are strategically located for a given system client, taking into account the core parts needs and facilities of the individual customers of the system client, so that the system client is able to meet the delivery time requirements to which it has committed with its customers. These delivery time requirements, which are used by the system 10, are stipulated by the system client and are governed by the content of the Service Level Agreement (SLA) between the system client and the particular customer of the system client. For the preferred embodiment the delivery time requirements are 1 hour, 4 hours or next day delivery, 24 hours per day, 7 days per week. For example, the system client may be responsible for supplying parts to company A and the SLA between the client and that customer may be 1 hour delivery nationwide.
In that case the delivery time requirement for all parts ordered by that system client for that specific customer ( i . a .
company A) is 1 hour.
A "core part" is defined to be either a high turnover part or a critical part, these being categories of parts which must be kept in inventory in order to satisfactorily service a system client. Parts which are not core parts are not maintained in inventory and, instead, are sourced-out by the interactive system 10 (i.e. ordered from a source outside of the system 5).
The preferred system 10, as illustrated in Figure 1, includes a database server 4 and a database 8 comprising the particulars of all of the core parts ( i . a . part and warehouse identifiers) allocated to each system client so that the ERP
system database 22 of the actual core parts existing in the warehouses does not have to be accessed unless and until a specific part is identified, confirmed for purchase by the user and the delivery destination has been selected by the user. The system database 8 also stores historical order/delivery information for each system client, including the total order-to-delivery time for each special (i.e. out sourced) order previously fulfilled by the system for a given part.
The databases 8 and 22 are used by the system 10 to process logistics for determining, automatically, for a part ordered by a client the specific inventory (warehouse) location which will satisfy the specific SLA delivery time requirements for that system client and the particular destination delivery address for the part. These logistics which are preformed automatically by the system 10 include the application of a set of rules (tests), as set out in Table 1 below, to each order whereby a given part is located and selected on the basis of, inter alia, intelligent time zone polling with respect to the inventory locations having the part in stock and the time requirements of the available shipping ( i . a , courier) options for delivery of the part to the particular delivery address therefor. For example, if a client requires 1 hour delivery to a Calgary address (this SLA
has already been programmed into the system 10), the systems' logistics will go to the warehouse that can meet the delivery requirement for Calgary. If the first warehouse does not have the part, the system 10 will automatically calculates the capability of the next nearest warehouse taking into consideration both time zone and, mileage from the warehouse city to the delivery city. This automatic consideration of the time zone for successive warehouses under consideration is referred to herein as "intelligent time zone polling".
Referring to the foregoing Calgary example, if the local Calgary warehouse does not have the part in stock, the system _ g _ will go to Edmonton based on the fact that it is closest in terms of distance and is in the same time zone . The system 10 will then recalculate the delivery capability and either confirm that the SLA delivery time requirement (i.e. 1 hour) 5 can be met or, an alternative of 4 hours can be achieved. The system 10 thereby enables the user to execute orders quickly and reliably achieving a superior level of delivery.
The system 10 of the preferred embodiment is Internet accessed and, therefore, includes a Web (network) server and 10 e-commerce engine 12 for interfacing the system 10 with the remote users (buyers) 30 (i.e. through the user's electronic I/O device which, typically, is the user's PC) and warehouse representatives 38 (i.e. through the representative's electronic I/O device which, typically, is the representative's PC). (References herein to communications between the system and the user or warehouse or inventory location representative will impliedly refer to their electronic I/O devices.) An interactive service agent 14 is provided in the system 10 to permit and control real-time communications between the user 30 and a customer service representative (CSR) 45, the agent being a segment of computer software which can be autonomous and/or mobile and may be implemented as a component or object. (Agents are able to interact with their environment and to act both pro-actively and reactively). A user directory component 4 is also provided in the system 10 to maintain, verify and identify all registered (authorized) users of the system and to track and compile each interactive ("on-line") session between the user 30 and the CSR 45. The term "component" herein refers to a set of computer-readable instructions or commands and is not limited to any specific architecture or location. The system components may be provided through a single CPU or, as shown in Figure 1, through separate CPU's (A, B and C) to achieve better scalability, performance and reliability.
1 o Rule No. Description of Business Rule 1 It is important to distinguish between "clients"
and "customers". A "client" can have many "customers".
2 Any time a chat session is initiated, it must drive a warm transfer. More specifically, any order information captured up to the point at which the chat session has commenced must be automatically passed to the customer service representative.
3 The "sourcing" process referred to is assumed to be handled by the ERP order management/purchasing components and as such, it is not part of the system 10.
4 All buyers (users) must be registered with the system operator and have a valid user ID and password to access the system.
5 Login attempts are limited to 5 tries after which the user is locked out of the system.
6 If an individual is not a registered user, a screen will be available to register as a user. This screen will capture necessary information and forward it by e-mail to an administrator.
7 A user should be prompted to change his password at predefined intervals of 30 days and the password cannot be the same as one used previously.
8 A user must select the customer applicable to an order.
Users should be limited to accessing customers that belong only to the client they represent.
Users should be limited to accessing customers that belong only to the client they represent.
9 Service level agreements will be associated with each customer.
A part must exist in inventory with a valid manufacturer's part number, manufacturer name and product number if it can be ordered through the system.
11 The system must be able to search for a part based upon the manufacturer's part number, or manufacturer's name and product number. There must be a capability to determine if the manufacturer's name/product number is a valid combination.
12 If a part is found in inventory, the user should be informed that the part has been found and prompted to proceed with the order. The part number, description and price must be displayed.
13 The buyer must select a delivery location (ship-to-address) for the order. If a delivery location is not found in the system the order drops out to sourcing.
14 The system searches to determine if the part is in stock as follows:
The search process is limited to inventories that are allocated to the client and is not affected by an allocation to a customer.
The warehouse in the same city as the delivery location if one exists.
Other warehouses in the same time zone as the delivery location based on their proximity and delivery capability to the delivery location.
A warehouse location in the next time zone to the west of the delivery location based on its proximity and delivery capability to the delivery location.
Other warehouse locations in the next time zone to the west of the delivery location based upon their proximity and delivery capability to the delivery location.
The search process continues until it is determined that the part is not in stock in any warehouse, then the order drops out of the system and goes to sourcing.
If a part is found in stock, the system must inform the user if the part can be delivered in 1 hour, 4 hours or 1 day and meets the service level agreement for the customer.
16 If the service level agreement selected by the user cannot be met, then the systeme must inform the user of this situation.
The user must have the option of deciding to cancel or proceed with the order. If the user proceeds with the order, the order is processed as outlined in rules 15 through 20. If the user cancels the order, he must have the capability to initiate a chat session with a customer service representative who will collect information on the order and retain this information in a database. The order is then processed through the sourcing process.
17 If the part is found in stock, the user must confirm whether or not the order should proceed. If the order is to proceed, the user must enter a call number and a purchase order number.
The delivery location (ship-to) address is pre-populated based upon the delivery location previously selected.
18 All order information must then be displayed and the user must confirm the order and by doing so, commit the order to the database.
s 19 If the user cancels the order, a form must be presented to capture the reason why the order was cancelled.
20 The system must be able to update the WebTracker application once an order has been confirmed and committed to the database.
21 Warehouse representatives must have the capability to check for new orders, print packing slips and enter waybill numbers.
22 The system administrator must be able to verify that warehouse representatives are fulfilling orders.
23 If an item is not found in inventory (refer to rule 9 - inventory search capability), the search screen must be presented to the user again, however the search screen must now have the capability to initiate a chat session with a customer service representative.
24 The user can use the search screen to determine if the part is in inventory or alternatively initiate a chat session with a customer service representative.
25 If the user decides to conduct a second search to determine if the part is in inventory and the search is successful, the order will proceed according to the rules documented from rule 10 to rule 20.
26 If the user decides to initiate a chat session with a customer service representative instead of proceeding with the second search for the part, the customer service representative must have the capability to access the search screen to search for the part in inventory.
27 If the customer service representative finds the part in inventory, he must have the capability to pass the manufacturer's part number, manufacturer's name and product number to the user. The user must be able to use this information to proceed with the order as documented in rules 10 through 20.
28 If the customer service representative cannot find the part in inventory, information about the order is retained in a database and the order is processed through sourcing.
29 If a part is not found in stock (refer to rule #13), the user must be informed that the part is not in stock. The user must also be given the capability to initiate a chat session with a customer service representative where order information is captured in a database and the order is processed through sourcing.
As shown by the process flow chart of Figure 2 the system receives a user login request and verifies the user' s input identification information (1). If the user is an authorized 10 user (2) the system 10 presents a parts request form page to the user (3) and asks the user to enter either the manufacturer's number or the manufacturer's name and the product number. The system 10 accepts the information input by the user and searches its database 8 to identify whether the information matches a core part therein (4). If the system matches the requested part to a core part in inventory the system confirms the selection with the user (10). If the system does not match the requested part to a core part in inventory the system again presents a parts request form page to the user(5) and indicates to the user that a match was not made so that the user may re-enter correct information if known. At the same time, the user is linked (6) to a customer service representative (CSR) (via a "chat" hot link implemented by agent 14 ) and real-time communications between the CSR and the user, and collaborative browsing between them, is enabled. The term "collaborative browsing" herein is defined as a facility whereby both the CSR and the user are able to enter information into the request forms presented to the user for submitting an order. The collaborative browsing facility of the system 10 assists the user and saves time and data processing because it reduces the amount of data entry keying to be required for any given order in which the interactive facility is used. Unless the user enters part identification information which is verified as being a core part held in inventory, the CSR communicates through the networks 15,25 with the user to the extent necessary to identify the part which the user desires and the system then identifies whether or not it is a core part (7). If the part is a core part in inventory the CSR provides the part identification particulars to the user (9) by entering the information into the part request form through the collaborative browsing facility of the system 10. If the part is not a core part in inventory the CSR creates a normal ( i . a .
routine, time-independent) or special order (7a) and collects all the necessary information concerning the part and destination address from the user and submits this into the database 8. For normal orders a regular process is followed and for special orders the CSR sends the information to a sourcer (40) who then interacts with the user to source the part and place an out-sourced order if directed to do so by the user. Based on the part identification the system 10 provides to the sourcer (40) statistical (e. g. averaged) delivery time information for the part which the sourcer provides to the user. The system determines the statistical delivery time information on the basis of the historical sourced-out order information which has accumulated in database 8 from previous out-sourced orders. For example, the data may comprise delivery times for the fulfillment of five out-sourced orders handled previously by the system for the specific part required by the user from which the system 10 can average those stored delivery times and provide this information to the sourcer for the user. With this information the user is then better able to make a decision of whether or not to proceed with the proposed sourced-out order. Also, the user is thereby able to immediately inform the customer of the likely timing and this information may be critical to the customer's operations.
Following from step (4) where an inventory part request has been entered by the user (or by the CSR on behalf of the user) the system then confirms the selected part with the user (10) and confirms with the user that a purchase of the part is being requested (11). The user then selects the destination city of the delivery address from a pull-down menu of the available destination cities for which the SLA delivery time service is available for the ordered part (and a data entry block for manual entry of the name of an unlisted city is also provided for entry of a city for which the SLA
delivery service does not apply) . The system 10 then accesses its database 8 and the real-time inventory database 22 provide through the ERP system 20 and determines the warehouses which have in stock the identified part (13). If the part is not in stock in any warehouse the system presents to the user a page identifying that the part is not available for delivery within the SLA delivery time and prompts the user to select a CSR chat hot link button or call a 1-800 number for further assistance ( 17 ) . The CSR will then create a manual or special order (7a) if requested to do so by the user.
If the part is in stock in one or more warehouses the system 10 applies to the order a set of rules (processing tests) , as set out in Table l, based on the user/CSR-input order information, the warehouse information, the SLA delivery time requirements for that particular customer and the shipping options (the latter two categories of information having been stored in the system 10. The system identifies whether or not the rules are passed (15): they are passed if the required delivery time can be met and they are not passed if the required delivery time cannot be met. If the rules are passed the most appropriate warehouse which can meet the delivery time requirement has been identified and the system prompts the user to enter the delivery address, a call number and purchase order number. A unique confirmation is 5 then assigned by the system to the order (18). The system 10 then displays all order information to the user and asks the user to submit or cancel the order (19) and the user then either submits the order or cancels the order (20). If the user does not submit the order the system displays for the 10 user a page listing various reasons for canceling the order and the user is prompted to check one item of the listing (21). The user page is also provided with a 1-800 number which the user may call for assistance.
If the user submits the order the system commits the order to the databases 8 and 22 (23) and, through networks 15,25, the system notifies the warehouse representative (i.e.
the representative of the inventory location which has been identified by the system from applying the rules) of the new order (24). The warehouse representative arranges the shipping of the part and prints a packing slip and shipping waybill for the order and enters the packing slip and waybill numbers into the order information of the system 10. A system administrator 35 monitors the progress of all submitted orders (26) to ensure that a warehouse representative has entered into the system packing slip and waybill numbers for an order within a predetermined amount of time (e. g. 30 minutes) from the submission of that order. If this has not been done the administration takes appropriate action to ensure that the designated warehouse acts.
Preferably, the system 10, warehouse representative 38 and user are interfaced to a Web tracking application 50 to enable each to track the progress of the shipment of the part from the warehouse to the delivery address. A particularly suitable software tracking application has been developed by and is available from the applicant under the trademark Web TrackerT". The applicant's Web TrackerTM application is able to operate in conjunction with the system 10 to submit total order-to-deliver times for out-sourced product and the user is able to obtain from it real-time information concerning the status of delivery for any submitted order.
While the invention has been described herein with reference to the ordering of parts it is not the intention of the applicant to limit the invention thereto. Rather, it will be apparent to the reader that the invention may be applied to the ordering of any goods without departing from the scope of the invention. Similarly, while it is preferable to interface the system 10 to the user through the Internet global communication network, to take advantage of the broad availability and accessability of this network to users, the invention is not limited thereto and an intranet could instead be used. Further, is to be understood that the specific system components and agent described herein are not intended to limit the invention which, from the teachings provided herein, could be implemented and embodied in a number of alternative computer program embodiments by persons skilled in the art. Rather the invention is defined by the appended claims.
A part must exist in inventory with a valid manufacturer's part number, manufacturer name and product number if it can be ordered through the system.
11 The system must be able to search for a part based upon the manufacturer's part number, or manufacturer's name and product number. There must be a capability to determine if the manufacturer's name/product number is a valid combination.
12 If a part is found in inventory, the user should be informed that the part has been found and prompted to proceed with the order. The part number, description and price must be displayed.
13 The buyer must select a delivery location (ship-to-address) for the order. If a delivery location is not found in the system the order drops out to sourcing.
14 The system searches to determine if the part is in stock as follows:
The search process is limited to inventories that are allocated to the client and is not affected by an allocation to a customer.
The warehouse in the same city as the delivery location if one exists.
Other warehouses in the same time zone as the delivery location based on their proximity and delivery capability to the delivery location.
A warehouse location in the next time zone to the west of the delivery location based on its proximity and delivery capability to the delivery location.
Other warehouse locations in the next time zone to the west of the delivery location based upon their proximity and delivery capability to the delivery location.
The search process continues until it is determined that the part is not in stock in any warehouse, then the order drops out of the system and goes to sourcing.
If a part is found in stock, the system must inform the user if the part can be delivered in 1 hour, 4 hours or 1 day and meets the service level agreement for the customer.
16 If the service level agreement selected by the user cannot be met, then the systeme must inform the user of this situation.
The user must have the option of deciding to cancel or proceed with the order. If the user proceeds with the order, the order is processed as outlined in rules 15 through 20. If the user cancels the order, he must have the capability to initiate a chat session with a customer service representative who will collect information on the order and retain this information in a database. The order is then processed through the sourcing process.
17 If the part is found in stock, the user must confirm whether or not the order should proceed. If the order is to proceed, the user must enter a call number and a purchase order number.
The delivery location (ship-to) address is pre-populated based upon the delivery location previously selected.
18 All order information must then be displayed and the user must confirm the order and by doing so, commit the order to the database.
s 19 If the user cancels the order, a form must be presented to capture the reason why the order was cancelled.
20 The system must be able to update the WebTracker application once an order has been confirmed and committed to the database.
21 Warehouse representatives must have the capability to check for new orders, print packing slips and enter waybill numbers.
22 The system administrator must be able to verify that warehouse representatives are fulfilling orders.
23 If an item is not found in inventory (refer to rule 9 - inventory search capability), the search screen must be presented to the user again, however the search screen must now have the capability to initiate a chat session with a customer service representative.
24 The user can use the search screen to determine if the part is in inventory or alternatively initiate a chat session with a customer service representative.
25 If the user decides to conduct a second search to determine if the part is in inventory and the search is successful, the order will proceed according to the rules documented from rule 10 to rule 20.
26 If the user decides to initiate a chat session with a customer service representative instead of proceeding with the second search for the part, the customer service representative must have the capability to access the search screen to search for the part in inventory.
27 If the customer service representative finds the part in inventory, he must have the capability to pass the manufacturer's part number, manufacturer's name and product number to the user. The user must be able to use this information to proceed with the order as documented in rules 10 through 20.
28 If the customer service representative cannot find the part in inventory, information about the order is retained in a database and the order is processed through sourcing.
29 If a part is not found in stock (refer to rule #13), the user must be informed that the part is not in stock. The user must also be given the capability to initiate a chat session with a customer service representative where order information is captured in a database and the order is processed through sourcing.
As shown by the process flow chart of Figure 2 the system receives a user login request and verifies the user' s input identification information (1). If the user is an authorized 10 user (2) the system 10 presents a parts request form page to the user (3) and asks the user to enter either the manufacturer's number or the manufacturer's name and the product number. The system 10 accepts the information input by the user and searches its database 8 to identify whether the information matches a core part therein (4). If the system matches the requested part to a core part in inventory the system confirms the selection with the user (10). If the system does not match the requested part to a core part in inventory the system again presents a parts request form page to the user(5) and indicates to the user that a match was not made so that the user may re-enter correct information if known. At the same time, the user is linked (6) to a customer service representative (CSR) (via a "chat" hot link implemented by agent 14 ) and real-time communications between the CSR and the user, and collaborative browsing between them, is enabled. The term "collaborative browsing" herein is defined as a facility whereby both the CSR and the user are able to enter information into the request forms presented to the user for submitting an order. The collaborative browsing facility of the system 10 assists the user and saves time and data processing because it reduces the amount of data entry keying to be required for any given order in which the interactive facility is used. Unless the user enters part identification information which is verified as being a core part held in inventory, the CSR communicates through the networks 15,25 with the user to the extent necessary to identify the part which the user desires and the system then identifies whether or not it is a core part (7). If the part is a core part in inventory the CSR provides the part identification particulars to the user (9) by entering the information into the part request form through the collaborative browsing facility of the system 10. If the part is not a core part in inventory the CSR creates a normal ( i . a .
routine, time-independent) or special order (7a) and collects all the necessary information concerning the part and destination address from the user and submits this into the database 8. For normal orders a regular process is followed and for special orders the CSR sends the information to a sourcer (40) who then interacts with the user to source the part and place an out-sourced order if directed to do so by the user. Based on the part identification the system 10 provides to the sourcer (40) statistical (e. g. averaged) delivery time information for the part which the sourcer provides to the user. The system determines the statistical delivery time information on the basis of the historical sourced-out order information which has accumulated in database 8 from previous out-sourced orders. For example, the data may comprise delivery times for the fulfillment of five out-sourced orders handled previously by the system for the specific part required by the user from which the system 10 can average those stored delivery times and provide this information to the sourcer for the user. With this information the user is then better able to make a decision of whether or not to proceed with the proposed sourced-out order. Also, the user is thereby able to immediately inform the customer of the likely timing and this information may be critical to the customer's operations.
Following from step (4) where an inventory part request has been entered by the user (or by the CSR on behalf of the user) the system then confirms the selected part with the user (10) and confirms with the user that a purchase of the part is being requested (11). The user then selects the destination city of the delivery address from a pull-down menu of the available destination cities for which the SLA delivery time service is available for the ordered part (and a data entry block for manual entry of the name of an unlisted city is also provided for entry of a city for which the SLA
delivery service does not apply) . The system 10 then accesses its database 8 and the real-time inventory database 22 provide through the ERP system 20 and determines the warehouses which have in stock the identified part (13). If the part is not in stock in any warehouse the system presents to the user a page identifying that the part is not available for delivery within the SLA delivery time and prompts the user to select a CSR chat hot link button or call a 1-800 number for further assistance ( 17 ) . The CSR will then create a manual or special order (7a) if requested to do so by the user.
If the part is in stock in one or more warehouses the system 10 applies to the order a set of rules (processing tests) , as set out in Table l, based on the user/CSR-input order information, the warehouse information, the SLA delivery time requirements for that particular customer and the shipping options (the latter two categories of information having been stored in the system 10. The system identifies whether or not the rules are passed (15): they are passed if the required delivery time can be met and they are not passed if the required delivery time cannot be met. If the rules are passed the most appropriate warehouse which can meet the delivery time requirement has been identified and the system prompts the user to enter the delivery address, a call number and purchase order number. A unique confirmation is 5 then assigned by the system to the order (18). The system 10 then displays all order information to the user and asks the user to submit or cancel the order (19) and the user then either submits the order or cancels the order (20). If the user does not submit the order the system displays for the 10 user a page listing various reasons for canceling the order and the user is prompted to check one item of the listing (21). The user page is also provided with a 1-800 number which the user may call for assistance.
If the user submits the order the system commits the order to the databases 8 and 22 (23) and, through networks 15,25, the system notifies the warehouse representative (i.e.
the representative of the inventory location which has been identified by the system from applying the rules) of the new order (24). The warehouse representative arranges the shipping of the part and prints a packing slip and shipping waybill for the order and enters the packing slip and waybill numbers into the order information of the system 10. A system administrator 35 monitors the progress of all submitted orders (26) to ensure that a warehouse representative has entered into the system packing slip and waybill numbers for an order within a predetermined amount of time (e. g. 30 minutes) from the submission of that order. If this has not been done the administration takes appropriate action to ensure that the designated warehouse acts.
Preferably, the system 10, warehouse representative 38 and user are interfaced to a Web tracking application 50 to enable each to track the progress of the shipment of the part from the warehouse to the delivery address. A particularly suitable software tracking application has been developed by and is available from the applicant under the trademark Web TrackerT". The applicant's Web TrackerTM application is able to operate in conjunction with the system 10 to submit total order-to-deliver times for out-sourced product and the user is able to obtain from it real-time information concerning the status of delivery for any submitted order.
While the invention has been described herein with reference to the ordering of parts it is not the intention of the applicant to limit the invention thereto. Rather, it will be apparent to the reader that the invention may be applied to the ordering of any goods without departing from the scope of the invention. Similarly, while it is preferable to interface the system 10 to the user through the Internet global communication network, to take advantage of the broad availability and accessability of this network to users, the invention is not limited thereto and an intranet could instead be used. Further, is to be understood that the specific system components and agent described herein are not intended to limit the invention which, from the teachings provided herein, could be implemented and embodied in a number of alternative computer program embodiments by persons skilled in the art. Rather the invention is defined by the appended claims.
Claims (4)
1. An ordering management system for centrally controlling the receipt and fulfillment of an electronic order for goods which is transmitted from a remote location by a user electronic I/O device interfaced to said system through a communications network, said system comprising:
(a) means for permitting real-time interactive communications between a service representative electronic I/O device and said user electronic I/O
device and for permitting a service representative to input information through said service representative electronic I/O device to said electronic order during the course of said interactive communications;
(b) means for receiving order information from the user and/or said service representative for identifying said goods and for receiving order information from the user including the destination address for delivery of said goods;
(c) means for accessing a database comprising information identifying inventory goods and determining whether said order information defines goods which are inventory goods;
(d) means for determining a time delivery requirement applicable to said order;
(e) means for accessing a database comprising information identifying inventory locations having said goods in stock and identifying inventory locations) having said goods in stock;
(f) means for determining from said identified inventory locations a target inventory location from which said goods are deliverable to said destination address within said determined time delivery requirement wherein said means for determining said target inventory location comprises means for intelligent time zone polling of said identified inventory locations; and, (g) means for directing said order to said target inventory location to initiate shipment of said goods in accordance with said order to satisfy said time delivery requirement.
(a) means for permitting real-time interactive communications between a service representative electronic I/O device and said user electronic I/O
device and for permitting a service representative to input information through said service representative electronic I/O device to said electronic order during the course of said interactive communications;
(b) means for receiving order information from the user and/or said service representative for identifying said goods and for receiving order information from the user including the destination address for delivery of said goods;
(c) means for accessing a database comprising information identifying inventory goods and determining whether said order information defines goods which are inventory goods;
(d) means for determining a time delivery requirement applicable to said order;
(e) means for accessing a database comprising information identifying inventory locations having said goods in stock and identifying inventory locations) having said goods in stock;
(f) means for determining from said identified inventory locations a target inventory location from which said goods are deliverable to said destination address within said determined time delivery requirement wherein said means for determining said target inventory location comprises means for intelligent time zone polling of said identified inventory locations; and, (g) means for directing said order to said target inventory location to initiate shipment of said goods in accordance with said order to satisfy said time delivery requirement.
2. A system according to claim 1 and further comprising means for receiving shipment information from said target inventory location, means for monitoring whether shipment information for said order has been received and means for taking progressive action with respect to said order if such shipment information is not received within a predetermined time period.
3. A computerized ordering management method for centrally controlling the receipt and fulfillment of an electronic order for goods which is transmitted from a remote location by a user electronic I/O device interfaced to a central location through a communications network, said method comprising the steps:
(a) providing real-time interactive electronic communications capability between a service representative and said user which permits said service representative to input information to said electronic order during the course of said interactive communications;
(b) electronically receiving order information from said user and/or said service representative for identifying said goods and from the user including the destination address for delivery of said goods;
(c) accessing a database comprising information identifying inventory goods and determining whether said order information defines goods which are inventory goods;
(d) electronically determining a time delivery requirement applicable to said order;
(e) accessing a database comprising information identifying inventory locations having said goods in stock and identifying inventory location(s) having said goods in stock;
(f) electronically determining from said identified inventory locations a target inventory location from which said goods are deliverable to said destination address within said determined time delivery requirement whereby said determination includes intelligent time zone polling of said identified inventory locations;
and, (g) electronically directing said order to said target inventory location to initiate shipment of said goods in accordance with said order to satisfy said time delivery requirement.
(a) providing real-time interactive electronic communications capability between a service representative and said user which permits said service representative to input information to said electronic order during the course of said interactive communications;
(b) electronically receiving order information from said user and/or said service representative for identifying said goods and from the user including the destination address for delivery of said goods;
(c) accessing a database comprising information identifying inventory goods and determining whether said order information defines goods which are inventory goods;
(d) electronically determining a time delivery requirement applicable to said order;
(e) accessing a database comprising information identifying inventory locations having said goods in stock and identifying inventory location(s) having said goods in stock;
(f) electronically determining from said identified inventory locations a target inventory location from which said goods are deliverable to said destination address within said determined time delivery requirement whereby said determination includes intelligent time zone polling of said identified inventory locations;
and, (g) electronically directing said order to said target inventory location to initiate shipment of said goods in accordance with said order to satisfy said time delivery requirement.
4. A method according to claim 3 and further comprising the steps of electronically receiving shipment information from said target inventory location, electronically monitoring whether shipment information for said order has been received and taking progressive action with respect to said order if such shipment information is not received within a predetermined time period.
Priority Applications (3)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2299825 CA2299825A1 (en) | 2000-03-02 | 2000-03-02 | Interactive parts ordering management method and system |
| AU2001240389A AU2001240389A1 (en) | 2000-03-02 | 2001-03-02 | Interactive parts ordering management method and system |
| PCT/CA2001/000253 WO2001065428A2 (en) | 2000-03-02 | 2001-03-02 | Interactive parts ordering management method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CA 2299825 CA2299825A1 (en) | 2000-03-02 | 2000-03-02 | Interactive parts ordering management method and system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CA2299825A1 true CA2299825A1 (en) | 2001-09-02 |
Family
ID=4165418
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CA 2299825 Abandoned CA2299825A1 (en) | 2000-03-02 | 2000-03-02 | Interactive parts ordering management method and system |
Country Status (1)
| Country | Link |
|---|---|
| CA (1) | CA2299825A1 (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP1580944A1 (en) * | 2004-03-22 | 2005-09-28 | Sap Ag | Message routing to convey message from requestor to provider considering activity history |
| US20220092717A1 (en) * | 2020-09-21 | 2022-03-24 | Walmart Apollo, Llc | Peak period network capacity planning |
-
2000
- 2000-03-02 CA CA 2299825 patent/CA2299825A1/en not_active Abandoned
Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP1580944A1 (en) * | 2004-03-22 | 2005-09-28 | Sap Ag | Message routing to convey message from requestor to provider considering activity history |
| US20220092717A1 (en) * | 2020-09-21 | 2022-03-24 | Walmart Apollo, Llc | Peak period network capacity planning |
| US11481858B2 (en) * | 2020-09-21 | 2022-10-25 | Walmart Apollo, Llc | Peak period network capacity planning |
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