Problem discussion: According to Coyle, Bardi, & Langley Jr., 2003, companies have always struggled in dealing properly with its outbound- to- customer logistics side, given the importance of such. In this case specifically, the investigation of the functions and processes employed by the Order Management department within Ericsson’s Chinese operations was the starting point for understanding what are the relevant problems existing; the reasons, probable impacts, possible opportunities for improvement as well as suggestions in doing so. Based on such premises, the authors have gone through these “challenges” to try to understand how in the case of Ericsson the company have or is dealing with such issues. Purpose: The purpose of this thesis is to provide a general overview of the department’s existing processes, functions, detected problems and finally suggestions for improvements toward such problems. Research Method: The Case Study approach was chosen by the authors given the characteristics of this study in pursuing the objectives stated, emphasized by the fact that the authors observed the current situation within an Ericsson’s department and the company’s perceptions. Coupled with this, the qualitative methods combined with a small portion of quantitative perspective have been used in order to provide the necessary research structure, followed by questionnaires and an interview as secondary data. Conclusion: The conducted research was able to detect that within the department the two most relevant problems considering the employees’ and manager’s perspective is related consequently to the ERP system currently employed and inexperience by the department’s personnel in conducting their tasks. Further the authors point out suggestions for improving such issues.

<p><strong>Problem discussion: </strong>According to Coyle, Bardi, & Langley Jr., 2003, companies have always struggled in dealing properly with its <em>outbound- to- customer logistics</em> side, given the importance of such. In this case specifically, the investigation of the functions and processes employed by the <em>Order Management </em>department within Ericsson’s Chinese operations was the starting point for understanding what are the relevant problems existing; the reasons, probable impacts, possible opportunities for improvement as well as suggestions in doing so. Based on such premises, the authors have gone through these “challenges” to try to understand how in the case of Ericsson the company have or is dealing with such issues.</p><p><strong> </strong></p><p><strong>Purpose: </strong>The purpose of this thesis is to provide a general overview of the department’s existing processes, functions, detected problems and finally suggestions for improvements toward such problems.</p><p><strong> </strong></p><p><strong>Research Method: </strong>The Case Study approach was chosen by the authors given the characteristics of this study in pursuing the objectives stated, emphasized by the fact that the authors observed the current situation within an Ericsson’s department and the company’s perceptions. Coupled with this, the <em>qualitative</em> methods combined with a small portion of quantitative perspective have been used in order to provide the necessary research structure, followed by questionnaires and an interview as secondary data.</p><p><strong> </strong></p><p><strong>Conclusion: </strong>The conducted research was able to detect that within the department the two most relevant problems considering the employees’ and manager’s perspective is related consequently to the <em>ERP</em> system currently employed and inexperience by the department’s personnel in conducting their tasks. Further the authors point out suggestions for improving such issues.</p>

Magistro darbe atlikta informacinių sistemų bei užsakymų valdymo mokslinės literatūros analizė, išskiriami užsakymų realizavimo metodai bei šiuolaikinės informacinės valdymo sistemos. Magistro darbas susideda iš įvado , kuriame iškeliama tiriamojo darbo problema, tikslai, užduotys, trumpai apibūdinami jų įgyvendinimo ir sprendimo būdai. Literatūros analizėje analizuojami įvairūs teoriniai šaltiniai. Pagal atlikto tyrimo duomenis pateikiami įvairių įmonių informacinių sistemų vertinimai. / During the work researches the scientific literature analysis about order management and information systems was made, the main order release mechanisms and information management systems were assessed. The work includes introduction, which examining problem, goals and tasks, and the way of solving them are detained in this part. In literature analysis various theories are determined. The Master work contains Study of estimation of various companies about the use of information system for order management.

Užsakymų valdymo sistema yra labai svarbi prekybos dalis, todėl buvo nuspręsta sukurti naują sistemą, kuri tenkintu užsakovo reikalavimus, būtų paprasta ir lengvai suprantama vartotojui.Lietuvos ekonomikai sparčiai vystantis iškilo poreikis verslą perkelti į elektroninę erdvę. Todėl, atsirado įmonės kuriančios patogias, paprastam vartotojui lengvai suprantamas užsakymų valdymo sistemas, kurios padidina įmonės veiklos efektyvumą, nes visa, kas reikalinga susisteminama ir pasiekiama keliais mygtuko paspaudimas. / Older generation is wondering why the order management system is necessary at all. The thing is that the management system of orders gives us the possibility to cope successfully with a large quantity of orders providing services or selling goods. In addition to that, you can observe and control the ordering process easily. It is easy to see the trade balance, analyze sales and at the same time keep all necessary records. This is a very powerful tool in modern business and the proper use of this tool can increase your sales by several times.

The purpose of the presented research is to identify these of the areas that significantly matter for the strong positive correlation between the Employee Enagement and the Service Quality in a particular business case concerning business process improvement of an order management team in a multinational company. The significant areas are identified through a correlation analysis of the answers to an online survey. The results are used for further Measurement, Analysis, Improvement and Control of the key areas identified. The main findings are aimed to serve as a scientifically validated plan of action for the group in charge for the business process improvement in the order management team which is studied. Particularly, recommendations are provided how to increase the First Time Right performance metrics of the order management team through focus on the Define part of the DMAIC model in the Six Sigma methodology for business process improvement. Main findins: there is evidence for strong significant positive correlation between the employee engagement and the service quality factors in the answers of the respondents to the online survey questions; the team members' perception of the leadership style is positively correlated with their perception of the service quality.

El contenido de este trabajo de investigación presenta a la gestión comercial como proceso estratégico el cual permitirá que los productores de cacao fino de aroma puedan incrementar sus ventas, así como evitar que devalúen su producto por malas prácticas, gestionar y cumplir los pedidos recibidos de los clientes finales lo cual permita mejorar su productividad en el sector cacaotero orgánico. Este proceso abarcará los sub procesos de: Investigación de requerimientos del cliente, búsqueda de clientes, gestión de ventas y gestión de pedidos. De acuerdo a los objetivos planeados, establece un plan estratégico que permita alcanzar los resultados esperados, así mismo, se encarga de recibir los pedidos de los clientes y gestionar todos los procedimientos necesarios, apoyándose de los otros procesos para cumplir con el pedido. Por otro lado, la gestión comercial identificará los requerimientos del cliente dentro del mercado al que se dirige para establecer estrategias con ayuda de los procesos claves y de soporte para cumplir con los requerimientos cambiantes del mercado. / The content of this research paper presents commercial management as a strategic process which will allow producers of fine aroma cocoa to increase their sales, as well as prevent them from devaluing their product due to bad practices, manage and fulfill the orders received from final customers which allows to improve their productivity in the organic cocoa sector. This process will cover the following processes: Investigation of customer requirements, customer search, sales management and order management. According to the planned objectives, it establishes a strategic plan that allows to reach the expected results, likewise, it is in charge of receiving the orders of the clients and managing all the necessary procedures, relying on the other processes to fulfill the order. On the other hand, commercial management will identify the customer's requirements within the market to which it is directed to establish strategies with the help of key processes and support to meet changing market requirements. / Tesis

Master thesis deals with the order management process in the company XYZ Ltd. The thesis contains three main parts. The first part is evaluation of theoretical approaches to the solution, which is based on the literature. The next part is an analysis of the current state of the organization, where the issue of the order management in the organization is described. Based on this analysis , customized proposal solutions are made, to create added value for each activity to meet customer requirements.

Master thesis deals with the order management process in the company XYZ Ltd. The thesis contains three main parts. The first part is evaluation of theoretical approaches to the solution, which is based on the literature. The next part is an analysis of the current state of the organization, where the issue of the order management in the organization is described. Based on this analysis , customized proposal solutions are made, to create added value for each activity to meet customer requirements.

This paper describes the design of an information system for online sales. There is the problem definition in first chapter, then the requirements are defined and competitive software solutions are analyzed. In the next chapters, individual functions and their implementations are described in detail and result of the chapter is the design of information system.

In this current economical environment business are looking to become more efficient to lower the costs and provide a better service. New technological advances are quickly being integrated to automate or more rapidly perform the task. Most of these technological advances are in the field of information and communication technology (ICT). Nevertheless, the introduction of technologies is not enough, as better management strategies and organization structures are needed to develop the business further. Duroc Machine Tools identified a problem within the sales and service approach, which does not employ ICT tools while communicating with the customer. Therefore, the cost per order is high and a direct one to one communication is the only approach. The project focuses on lowering the cost of each order, without decreasing the customer care and the overall quality of the service. This was firstly done by studying the possibilities of what ICT tools would be applied to enhance the communication processes. Data was collected from statistical sources to give an overall idea. Next case studies of companies within similar industries and region were performed to indicate in more detail the tools used and available. An educated guess was formulated of what ICT tools should be considered, the more infrequent or conflicting ICTs recommended were verified by interviewing employees with a demonstration of the tools application. The second stage was to analyze the organizational structure and applying lean tools to add value to the customer. A customer perspective is at the centre of this theory and several tools were used to improve the system. Finally the ICT tools were integrated with the new organizational structure to demonstrate the developments possibilities in the future vision. The study found that common ICT functions such as information upload have become essential for doing business today. Another trend that was established is that live information or user-generated approach which is a must have factor in the future ICT platform, this was mostly suggested by introducing micro-blogs. The infrequent and conflicting ICTs within the industry that were recommended were: e-commerce, order management and model driven process solving (MDP). The verification showed a strong consent within the company to apply such tools. To finish the project a strategy of implementation was formulated to guide the company towards its vision of a better system.