The American Productivity and Quality Center, otherwise known as APQC, defines the ‘perfect order’ basically as ‘perfect order performance,’ which “refers to flawlessly taking and fulfilling a customer order and includes taking the order correctly, allocating inventory immediately, delivering product on time, and sending an accurate invoice.” Although this may seem like a simple, straightforward task, there are several steps that are involved in the fulfillment of an order that makes the ‘perfect order’ difficult, including, but not limited to: picking the right order, accurate warehouse picking, delivery, making the documents, invoicing, etc. Each step has potential for causing errors, wasted money and delay in delivery in the order. In essence, a ‘perfect order’ is damage free, complete, and carries accurate documentation. So, what are some traits that make an order a ‘perfect order?’
- Correct booking of the order: When the customer places an order, you need to fully comprehend which product he or she wants. For example, if the customer orders a T-shirt, you need to note the exact color, design, and size the customer wants.
- Accurate order description: As soon as the order is placed, you need to note down the complete description as to where the order has to be delivered, along with the customer’s address, phone number, email address, etc.
- Timely delivery: Most importantly, a ‘perfect order’ is an order that is delivered to the customer on time. Nothing can be more irritating, and sometimes off-putting, for a customer than a delayed delivery of his or her order.
- Tracking of every step: A ‘perfect order’ is one in which the customer can track down each and every step of his or her order’s processing. When the customer calls you, you should be able to tell him the exact status of his or her order or add a link on your site, allowing the customer to track his order online.
- Damage-free order: In a ‘perfect order,’ the product that the customer receives is exactly what he wants, without any damages either due to the manufacturer’s oversight or the shipper’s fault.
- Complete with documents: The order should reach the customer complete with all the required documents and paperwork, including the paper bill, warranty card, order slip, packing slip, etc.
- Accurate invoicing: No matter how inexpensive an item is, it should be invoiced accurately, along with the shipping and handling charges, etc. All the charges added in the bill should be stated clearly, in order for the customer to have a complete description about what product he or she has ordered and exactly how much he or she is paid for it.
All these characteristics above make the ‘perfect order,’ which will result in the enhanced reputation of a company, and a higher level of customer satisfaction. While processing orders within your company, keep in mind the above features in order to make orders as perfect as possible.