When expectations are met or exceeded, customers are left satisfied. One of Mondelēz’s priorities is the customer and ensuring that they are actively involved in the ordering process. One of the ways customers are involved is when they place an order and receive confirmation of the order. Another example is any further correspondence the customer receives that pertains to the order such as a delay notification or a notification that the order is out for delivery.
Processing an Order
The order starts in the store. It used to be a Sales Rep could make an order at home but now that things have changed, to assure precise order quantities,
1. All orders are done at the store
2. Then the order gets transferred to Mondelēz
3. The Order is then checked and authorized then sent to the bakery. The bakeries do not produce the products upon receiving an order because they have a supply ready in inventory
4. Then the bakery sends the order to Mondelēz
5. Mondelēz collects the order and organizes the order within the warehouse
6. Then the order is sent to the store where it was ordered on the requested date
7. Once the order is there, the driver, Sales Representative, or Merchandiser verifies that the order is correct
8. Lastly order is broken down and stocked onto the store shelves and some back into inventory. Damaged products are disposed of.
Process Structure
There are three types of process structures as discussed in the textbook: Front Office, Hybrid and Back Office. Back Office involves low interaction with customers and standardized services. In this type of structure all line flows and interaction are the same amongst all customers. In Hybrid Office, there is some interaction with customers and some flexibility in regards to how work is performed. Lastly, Front Office involves high interaction and fully customized service with high flexibility with individual jobs. Mondelēz is a Hybrid process structure. The overall process is standardized but there is a high volume of customer contact.
