A decision support system for real-time order management in a heterogeneous production environment

In today's competitive market, many companies are morphing from the traditional new build, single brand, and silo environments to facilities accommodating diverse business missions. The later are called heterogeneous production environments in which the different business channels share their final production stage (shipping), to enable competitive advantages. In these production environments, at the operational level, the critical success factors are customer satisfaction, on-time delivery, product complexities, supply allocation, and resource utilization. At the strategic level, the success factors are revenue, customer urgency, and sales impact. This study proposes an End-to-End Customer Order Management System (E2E COMS) focusing on effective utilization of individual and shared resources to support real-time order management and mitigate risk of managing diverse missions. The proposed system consists of three integrated tools: Order Prioritization Tool (OPT) to assess and prioritize customer orders for each business channel, Order Fulfillment Progress Projection Tool (OFPPT) to predict the expected remaining order completion time considering inventory and resource capacity constraints, and risk mitigation tool to assess the risk of missing an order shipment due to shipping constraints. A real-time dashboard is developed to visualize the prioritized customer orders, expected time to arrive at the shipping area, shipping instructions, and two-dimensional risk assessment charts. The proposed system can effectively be used for shipping capacity management as well as prompt decision making. (C) 2016 Elsevier Ltd. All rights reserved.