Customer-Induced Planning Deviations within Order Management

Enterprises suffer from increasing competition and dynamic markets, the resulting disruptions of the operational process, trigger turbulences. This causes additional costs. However, methods to determine these costs are hardly available. This paper therefore examines the concept of turbulence in order management, derives the need for such a consideration from a practical point of view via an industry survey and presents an approach for determining turbulence costs in order management. (C) 2022 The Authors. Published by Elsevier B.V.