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Start free trialSOP-001: Order Processing Workflow
295 words · ~2 min read
Purpose
Standardize the order processing workflow to ensure accuracy, speed, and customer satisfaction.
Scope
Applies to all customer orders received via phone, email, portal, or EDI.
Responsibilities
Sales Coordinator: Order entry and verification
Warehouse Manager: Pick ticket generation and fulfillment oversight
Delivery Coordinator: Route assignment and dispatch
Procedure
Step 1: Order Receipt (Target: within 15 minutes of receipt)
Log order in order management system (BlueCart)
Verify customer account status and credit limit
Confirm product availability and lot numbers
Flag any special instructions or delivery requirements
Step 2: Order Verification (Target: 30 minutes)
Double-check product codes against customer contract pricing
Verify minimum order quantities
Confirm delivery address and window
Check for temperature-controlled requirements
Validate any substitution approvals
Step 3: Pick Ticket Generation (Target: 1 hour)
Generate pick ticket with bin locations
Prioritize based on delivery route and temperature requirements
Assign to warehouse picker
Print labels and documentation
Step 4: Quality Check (Target: before loading)
Verify product condition and temperature
Check lot numbers and expiration dates
Confirm quantities match order exactly
Attach required documentation (COA, traceability, certifications)
Step 5: Dispatch and Delivery
Assign to route based on delivery window
Generate delivery manifest
Communicate ETA to customer
Capture proof of delivery
Key Performance Indicators
Order accuracy rate: >99.5%
Order-to-dispatch time: <4 hours
Pick accuracy: >99.8%
Documentation completeness: 100%
Revision History
| Version | Date | Author | Changes |
|---|---|---|---|
| 1.0 | 2024-01-15 | Operations Manager | Initial release |
| 1.1 | 2024-03-20 | QM Director | Added temperature check step |