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Improvement of Clients' Orders Fulfillment Process in a Commercial Company

Student: Krasnobokaya Alena

Supervisor: Andrey Vinogradov

Faculty: Graduate School of Business

Educational Programme: Logistics and Supply Chain Management (Bachelor)

Year of Graduation: 2017

1. Qualifying Work Title "Improvement of Clients’ Orders Fulfillment Process in a Commercial Company)" 2. Student Krasnobokaya Alena Olegovna, group BLG 134, HSE, School of Logistics 3. Academic Supervisor Vinogradov Andrey Borisovich, candidate of Economics, senior lecturer Keywords: order fulfillment, cross-organizational coordination, cross-functional coordination, improvement, warehouse network reorganization, strategic profit model The object of the study is order fulfillment process in a commercial company. The subject of the work is improvement of the order fulfillment process. The proposed measures are aimed at solving problems with clients’ orders fulfillment in commercial companies in general and in the focus company named “Perfect Care” in particular. The complex of measures includes a variety of activities in the areas of cross-organizational and cross-functional coordination, reengineering of order fulfillment business process, improvement of the logistics infrastructure (warehousing, transport and information) efficiency, etc. The analysis of the focus company logistic activities revealed such problems as quite low-leveled quality of logistic service provided to clients, long periods of products delivery to regional warehouses and the lack of effectiveness during clients’ orders fulfillment. In order to solve this problems such measures as improvement of cross-organizational coordination with key clients, change of warehouse network supplying scheme and reengineering of some steps in the order fulfillment process were proposed. The economic efficiency of the proposed activities was proved on the basis of the strategic profit model: the return on equity of “Perfect Care” increased by 6.9 p.p. after implementation of suggested measures. Volume of the work: pages – 135, figures - 30, tables – 40, Appendixes – 2, literature sources - 30.

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