Terms of Trade · Edition 3: The technology proposal
Order management system
Definition
OMS: the system that decides, after the customer has clicked, where an order is fulfilled from (warehouse, store, supplier or marketplace), and manages what happens to it afterwards: splits, cancellations, collections and returns. It is the layer that turns several stock pools into one promise to the customer.
Field note
An order management system is the piece of software that makes ship-from-store possible and the store manager’s bonus impossible.
Board question
How many orders a week need a person to touch them after checkout, and which incentive scheme was rewritten when we switched it on?
Applied through
Channel Coherence in the Cat’s Whiskers, one customer experience rather than competing internal businesses; Operational Excellence for the readiness beneath it.
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