Exceptions Management

Exceptions Management

All orders that flow through our network flow through a similar lifecycle. Ultimately there are 3 components that every order experiences (or should experience).

1.) Order Creation- Order has to be created and received into our systems via some sort of portal.

2.) Order Activity- This is all the things that happens once we receive product. Scheduling, shuttling, labeling, etc.

3.) Order Closure- Order is delivered, refused/cancelled and returned/sold, or lost.

Throughout the process, there are opportunities for orders to get lost along the way. Following along with Pareto Principle, 80% of our issues are going to derive from the 20% of the exceptions. Knowing how to identify these issues and to bring resolve to them will help tremendously in reducing the volume of emails and phone calls you receive along with ultimately improving the customer service your team will deliver.

Mark Pennywitt--Client Manager, Cornerstone