O2C Operation

ORDER MANAGEMENT

        Order to cash" (O2C or OTC) normally refers to the business process for receiving and processing customer sales. It follows "Opportunity to Order" and covers business-to-business (B2B) and business-to-consumer (B2C) sales.

Order Management (QTC) cycle:

There will be 4 stages in Order Management process.

Quote to Order 

Order to Manufacture

Manufacture to Delivery

Delivery to Cash

Quote to Order :

This is the first step in Order management process

Teams involved:

Customer, Sales Team, and Quoting support Representative, Legal and Credit / AR Team and cross 

functional team

          Quoting Requirements to generate a Quote

Quote validity period (Std is 30 Days)

Payment term (30, 45, 60, 90 days)

Bill to and Ship to address

Vendor address

Product, Pricing, Qty

Contract validation for existing customer

Validate and apply terms and condition from finance team for New customer.

Approval for nonstandard transaction.

Order to Manufacture :

This is the second step in Order management process. 

Teams involved:

Customer, Order Booking team, Order resolution team.

Order Booking Team:

Receive the PO from customer and check for the duplicate to avoid the duplication of order. 

If it is duplicate or incomplete PO, contact the sales or customer to check for duplicate 

confirmation or Revised PO.

If PO not meets booking requirement contact the Order resolution team.

If PO meets booking requirement, book the order and send acknowledgement to customer.

Order Resolution Team :

If PO no meets booking requirement, this team will contact the customer or sales team for 

order issues and then customer will send the revised PO.

Process Flow :

Order Administration:

Order Administration is the process of managing the orders post booking.

Order Administration involves  –

Expedite Request:

Expedite request means Ship date to an earlier than the assigned date. External customer 

or internal department can request for expedite.

Order amendment(change or cancellation):

Order amendment means cancel or any changes to be done for order i.e.: Product, Qty, 

price, BTA, STA etc.

External customer or internal department can request for expedite.

Order Status Query:

Means order status inquiry. 

External customer or internal department can request for expedite.