Abstract:
The method comprises receiving a change request to a pending customer order via the computer network. The change request comprises a latest acceptable delivery date and at least one of: a requested delivery date different from a delivery date specified in the pending customer order; a quantity of an item different from a quantity specified in the pending customer order; and a new item and desired quantity of said item, the new item not specified in the pending customer order. The method also comprises processing the change request and transmitting either: a confirmation message approving the change request if the latest acceptable delivery date can be met, or a capability response of the latest acceptable delivery date cannot be met. If a capability response is transmitted, the original terms provided in the pending customer order remain intact. Other embodiments include a system and a storage medium.

Description:
BACKGROUND  
         [0001]    This invention relates generally to customer ordering and fulfillment activities, and more particularly, the present invention relates to a method, system, and storage medium for optimizing customer sales and delivery activities over a computer network.  
           [0002]    Electronic procurement relates to the business-to-business purchase and sale of goods and services over an electronic network. Electronic procurement activities are becoming increasingly mainstreamed into modern day business practices in an effort to automate and better control inventories, overhead costs, and improve manufacturing processes. Procurement activities conducted over a computer network can be a formidable experience for buyers who repeatedly, or even occasionally, find themselves in a situation where a pending order requires modification due to factors such as unexpected changes in market conditions and economic influences. When a customer desires to change an existing order in an e-business environment, it is often the case that the original delivery date previously agreed upon is adversely affected. Upon the submission of a new order, the customer typically receives a scheduled delivery date.  
           [0003]    If the customer later attempts to modify the order in the form of adding or removing items, a new scheduled delivery date usually results. This new date may be earlier or later than the previously provided scheduled delivery date, depending upon the product availability of the order. When ordering groups of products, configurable products, or systems that have associated delivery group requirements, the chances are increased that the supply of the item will be constrained, affecting the entire order. In many cases, the customer&#39;s expectation is that the alteration will have little or no affect upon the delivery date. Where items are removed from the order, the customer&#39;s expectation may be for an improvement, viz-a-viz, earlier scheduled delivery date. However, if the new date does not meet the customer&#39;s expectation, as is generally the case with later delivery dates, the customer may prefer to retain the original order content and scheduled delivery date.  
           [0004]    From the standpoint of the supplier enterprise, there are considerable complexities and costs associated with maintaining supply for both orders until a customer decides which option is preferred. Many times a real-time decision maker will not be present at the time that the alteration request is submitted.  
           [0005]    What is needed, therefore, is a system and method for optimizing product ordering and fulfillment activities over a computer network that can handle changing requirements to purchase orders by a customer base.  
         SUMMARY  
         [0006]    The method comprises receiving a change request to a pending customer order via the computer network. The change request comprises a latest acceptable delivery date and at least one of: a requested delivery date different from a delivery date specified in the pending customer order; a quantity of an item different from a quantity specified in the pending customer order; and a new item and desired quantity of said item, the new item not specified in the pending customer order. The method also comprises processing the change request and transmitting either: a confirmation message approving the change request if the latest acceptable delivery date can be met, or a capability response if the latest acceptable delivery date cannot be met. If a capability response is transmitted, the original terms provided in the pending customer order remain intact. Other embodiments include a system and a storage medium. 
       
    
    
     BRIEF DESCRIPTION OF THE DRAWINGS  
       [0007]    Referring now to the drawings wherein like elements are numbered alike in the several FIGURES:  
         [0008]    [0008]FIG. 1 is a block diagram of a system for implementing the conditional order alteration tool in an exemplary embodiment;  
         [0009]    [0009]FIG. 2 is a flowchart illustrating the process of implementing a conditional change request via the tool in an exemplary embodiment;  
         [0010]    [0010]FIG. 3 is a sample computer screen window illustrating a web page and menu items for accessing the conditional order alteration tool in an exemplary embodiment;  
         [0011]    [0011]FIG. 4 is a sample change request form as seen by a customer via a graphical user interface provided by the conditional order alteration tool in an exemplary embodiment;  
         [0012]    [0012]FIG. 5 is a sample computer screen window presented by the conditional order alteration tool for instructing a customer in implementing a change to an existing order in an exemplary embodiment;  
         [0013]    [0013]FIG. 6 is a sample computer screen window presented by the conditional order alteration tool illustrating a successful change order request; and  
         [0014]    [0014]FIG. 7 is a sample computer screen window presented by the conditional order alteration tool illustrating an unsuccessful change order request including alternative options. 
     
    
     DESCRIPTION OF THE PREFERRED EMBODIMENT  
       [0015]    The conditional order alteration tool of the invention enables customers to implement a transaction that is conditioned on the seller meeting the latest acceptable arrival date specified on the change request form by the customer.  
         [0016]    In an exemplary embodiment, the conditional order alteration tool  126  is implemented via a networked system such as that depicted in FIG. 1. System  100  may be part of a wide area network including multiple geographical locations that are interconnected by high-speed data lines or radio links. In the simplified diagram of FIG. 1, system  100  represents an extended enterprise including a business enterprise  102 , a remote warehouse  124 , a supplier client  122 , and customer clients  118  and  120 . The conditional order alteration tool  126  of system  100  operates in a client/server architecture mode via a server  104 , a network  106 , databases  108 - 112 , a supplier client  122 , customer clients  118 - 120 , and warehouse  124 .  
         [0017]    Server  104  is associated with databases  108 - 112  and allows customer clients  118 - 120  to access information stored therein. Customer clients  118 - 120  represent computer workstations operated by purchasing agents of customers doing business with business enterprise  102 . Purchasing agents are typically procurement specialists who buy goods from business enterprise  102  and, though not necessary to realize the advantages of the invention, they may be subject to a contractual agreement with business enterprise  102 . Supplier client  122  represents a computer workstation operated by an individual of a supplier entity doing business with business enterprise  102 . A supplier entity refers to a vendor of materials, parts, assemblies, etc., from which business enterprise  102  procures goods. For example, if business enterprise  102  manufactures computers, then a typical supplier client  122  of business enterprise  102  may be a vendor of semiconductor materials, a power supply manufacturer, or a software vendor.  
         [0018]    It should be noted that any number of customer clients and supplier clients may be engaged in the purchasing and sales activities with business enterprise  102  and managed by the conditional order alteration tool  126 . For purposes of illustration, however, only two customer clients  118 - 120  and one supplier client  122  are shown. Each of customer clients  118 - 120  and supplier client  122  may comprise a web-enabled personal computing device such as a desktop, laptop, or other similar apparatus known in the art. Further, the term “business enterprise” refers to the organization implementing the conditional order alteration tool  126  of the invention.  
         [0019]    Network  106  may comprise a LAN, a WAN, or other network configuration known in the art. Network  106  may include wireless technology, radio-based communications, telephony-based communications, or a combination of the above. For purposes of illustration, however, network  106  is a LAN Intranet. Access is limited to internal devices and applications through a firewall or similar security system (not shown) which protects system  100  from unauthorized access. The business enterprise preferably executes suitable multi-platform supported server software for creating secure, interactive Internet, Intranet, and Extranet applications, and which allows information stored in server  104  to be managed and presented to end users such as customer clients  118 - 120  and supplier client  122  via business applications utilizing data management components (e.g., IBM&#39;s DB2™) as well as a presentation component (e.g., Lotus Domino™). System  100  executes the conditional order alteration tool  126 , among other applications via server  104 , customer clients  118 - 120 , or a combination of the above. Server  104  preferably executes a suite  127  comprising an enterprise resource planning (ERP) software application and materials requirements planning (MRP) software application. Server  104  allows business enterprise  102  to maintain up-to-date information about customer orders, change requests, and general procurement activities in a real-time environment through its replication features and web browsers. Server  104  shares information with customer clients  118 - 120 , storing the most current data for access by user systems.  
         [0020]    Customer clients  118 - 120  and supplier client  122  may access server  104  via collaboration, application/data sharing, or standard web browsers (e.g. Lotus NoteS™ compliant software, HTML based or Java enabled web applications, etc.) located on these client systems. Software may be Lotus NoteS™ although it is not necessary in order to realize the advantages of the present invention.  
         [0021]    Internal data storage of server  104  may comprise any form of mass storage device configured to read and write database type data maintained in a file store (e.g., a magnetic disk data storage device) and is logically addressable as a consolidated data source across a distributed environment such as system  100 . The implementation of local and wide-area database management systems to achieve the functionality of the storage element will be readily understood by those skilled in the art.  
         [0022]    Customer order database  108  stores pending orders for goods placed by customer clients  118  and  120 . These orders are submitted via customer order forms  114 . A typical completed customer order form  114  contains a variety of information regarding the customer and the particular order such as a customer name, customer code or identifier, a name and description of the item(s) ordered, part or catalog numbers relating to the items if applicable, the quantity of each item desired, pricing information, and a scheduled shipping or delivery date. Customer order forms  114  preferably include some unique identification that will allow the order to be mapped to a completed “change request form”  116  (also referred to herein as conditional change request and conditional alteration request) should a customer desire to alter the order at a later point in time.  
         [0023]    Conditional order alteration database  110  provides the customer community with an online change request form  116  to initiate any requests to modify existing orders. Conditional order alteration database  110  stores change requests for pending customer orders for which the respective customers desire to modify one or more of the terms supplied in the original order. A sample uncompleted change request form  116  is illustrated in FIG. 4. The change request form  116  of FIG. 4 displays existing order items with instructions on how to request a change. Information provided in change request form  116  includes a unique identifier  401  or order reference number that is capable of linking the completed change request form to the original completed customer order form  114 . A partially completed change request form  116  is provided in FIG. 5. Change request form  116  also includes a feature used by the conditional order alteration tool  126  that allows business enterprise  102  to provide responses to these requested changes. A response can include an affirmation that the change is approved, a rejection or denial of the change, and alternative suggestions for the customer such as modified delivery dates and partial shipments of goods. Likewise, this response feature also includes a space where the customer can initiate a second conditional alteration request using the alternative date provided by business enterprise  102  as the latest acceptable delivery date. Sample responses to a completed change request form  116  is illustrated in FIGS. 7 and 7.  
         [0024]    Customer information database  112  manages information regarding existing and new customers such as address, contact information, payment terms, contract details, data relating to past purchase activities, etc.  
         [0025]    The conditional order alteration tool  126  provides the functionality for automated and/or semi-automated approval routing whereby changes to delivery dates for orders as well as quantities can be evaluated and effectuated according to customer preferences and known business capabilities. Within this system, a small group of individuals may become involved as needed to review activities and complete any administrative work associated with them.  
         [0026]    The conditional order alteration tool  126  includes a user interface for allowing customers with access permissions to the tool  126  via business enterprise  102  web site capabilities to view existing orders, customer account information, track deliveries, and change pending orders. These capabilities are presented via a menu illustrated in FIG. 3.  
         [0027]    While the system of FIG. 1 has been described with respect to a client/server architecture network with the conditional order alteration application executing on server  104  and client systems  118 - 122  acting primarily as dumb clients, it will be understood to those skilled in the art that the system and method of the invention may be implemented in business-to-business environment wherein one or more of client systems  118 - 122  execute the conditional order alteration tool  126  along with associated client-side ERP applications.  
         [0028]    A framework for the flow of information associated with the implementation of the tool  126  is described in FIG. 2. This process assumes that an existing customer order (also referred to herein as a purchase order) is pending in the system and stored in customer order database  108 .  
         [0029]    The web site of business enterprise  102  is accessed by a customer at one of customer clients  118 ,  120  at step  202 . The web site includes an area  302  within the web site&#39;s main page or a link to a separate web page for customers as shown in computer screen window  300  of FIG. 3. This area  302  displays menu options selectable by the customer at step  204 . A customer who wishes to submit a change to an existing order is prompted to select the “change pending order” option  306  at step  206 . This can be accomplished by entering in the unique order reference number in box  308  which causes the conditional order alteration tool  126  to retrieve the pending customer order stored in customer order database  108 . Other methods of specifying the order may be provided as well. A change request form  116  is displayed on the customer&#39;s computer screen window at step  208  and as shown in FIG. 4.  
         [0030]    Alternatively, a customer viewing the menu options presented at step  204  selects “view pending orders”  310  at step  210 . All pending orders are listed for the customer along with their reference numbers. The customer can then select the desired customer order according to the order reference number provided at step  212 . The process continues at step  206  where the customer is prompted to select “change pending order”  306  which causes the conditional order alteration tool  126  to retrieve and present the change request form  116  as shown in FIG. 4.  
         [0031]    The customer selects the item from the order that should be changed at step  214 . This can be a new quantity of an ordered item  402 ,  404 , a deletion of an item  402 ,  404 , a change in delivery date  406 , or a combination of the above. The customer may also add a new item to the order by selecting “add new item to order”  408 . In the example change request  116  of FIG. 4, the customer has selected “widgets”  402 . The conditional order alteration tool  126  then displays a new screen  500  of FIG. 5 for change request form  116  and the customer is prompted to enter a new quantity of widgets  502 . The tool  126  prompts the customer to enter a latest acceptable delivery date  504  for the order at step  216 . This is the latest possible date that the customer is willing to accept delivery of the goods. Upon receiving the request at step  218 , the conditional order alteration tool  126  processes the changes according to the nature of the request at step  220 . This step provides for an evaluation of one or more resources of the business enterprise  102 . For example, the tool  126  may access information in the business enterprise inventory databases, or contact warehouse  124  to see if sufficient quantities of the ordered item are in stock and uncommitted to another customer. The tool  126  may further contact supplier client  122  to see if this item can be available by a specified date. Another type of change request may involve a request for an earlier delivery date. The process is substantially the same in that the tool  126  accesses the appropriate databases and/or resources to determine capabilities of the business enterprise in terms of satisfying the change in delivery date. Coordinating a portion of these activities can be accomplished with the assistance of the ERP application  127  utilized by business enterprise  102 .  
         [0032]    If the business enterprise is capable of complying with the new terms  502 ,  504  provided in the completed change request form of FIG. 5 at step  222 , the tool  126  sends a confirmation message along with the revised and approved order details at step  224  as shown in FIG. 6. This new information is then updated in customer order database  108  at step  226  awaiting execution. The approved change request form  116  is stored in database  110  for reporting activities and administrative purposes at step  228 .  
         [0033]    If the business enterprise is not capable of complying with the new terms  502 ,  504  provided in the completed change request form of FIG. 5 at step  222 , the tool  126  transmits a capability response message to the customer along with alternative options at step  230  as shown in FIG. 7. A capability response may indicate an earliest possible date that the goods can be shipped or may indicate that a portion of the order is available for shipping on the earlier date. The capability response notice provides the customer at client system  118  with options. The original order is still in place at this time and no further action is required to be taken by the customer. However the customer may select one of the options presented in the response for resubmission as a new conditional alteration request. If the customer selects one of the options presented at step  232 , this will result in either a confirmation message or a second capability response message (at steps  230  or  224 ) to the customer. This depends upon the enterprise&#39;s capability of delivering on this second request. For example, it is possible that in the intervening time period between the original response and the resubmission, the ability to deliver has changed. In other words, the desire to alter the original completed customer order  114  is conditioned upon the business&#39; ability to satisfy the requirements of the completed change request form  116 . If the customer does not accept one of the alternative options at step  232 , or alternatively, selects “take no further action”  702 , then the original order is maintained and executed at step  234 .  
         [0034]    As can be seen, the conditional order alteration system provides a mechanism for ensuring customer satisfaction throughout the procurement and delivery processes with the added benefit of flexibility in negotiating changes and proposed changes to existing customer orders.  
         [0035]    As described above, the present invention can be embodied in the form of computer-implemented processes and apparatuses for practicing those processes. The present invention can also be embodied in the form of computer program code containing instructions embodied in tangible media, such as floppy diskettes, CD-ROMs, hard drives, or any other computer-readable storage medium, wherein, when the computer program code is loaded into and executed by a computer, the computer becomes an apparatus for practicing the invention. The present invention can also be embodied in the form of computer program code, for example, whether stored in a storage medium, loaded into and/or executed by a computer, or transmitted over some transmission medium, such as over electrical wiring or cabling, through fiber optics, or via electromagnetic radiation, wherein, when the computer program code is loaded into and executed by a computer, the computer becomes an apparatus for practicing the invention. When implemented on a general-purpose microprocessor, the computer program code segments configure the microprocessor to create specific logic circuits.  
         [0036]    While preferred embodiments have been shown and described, various modifications and substitutions may be made thereto without departing from the spirit and scope of the invention. Accordingly, it is to be understood that the present invention has been described by way of illustration and not limitation.