Increased visibility during order management in a network-based supply chain environment

• US 8,271,336 B2
• Filed: 04/04/2003
• Issued: 09/18/2012
• Est. Priority Date: 11/22/1999
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture Global Services GmbH (Accenture PLC)
• Inventors: Mikurak, Michael G.
• Primary Examiner(s): Gart, Matthew
• Assistant Examiner(s): PARIKH, HARSHAD R
• Application Number:
  US10/407,895
• Publication Number:
  US 20040064351A1
• Time in Patent Office: 3,455 Days
• Field of Search: 705/22
• US Class Current: 705/22
• CPC Class Codes: G06Q 10/087 Inventory or stock management, e.g. order filling, procurement or balancing against orders
• CPC Class Codes: G06Q 20/203 Inventory monitoring
• CPC Class Codes: G06Q 30/0256 User search
• CPC Class Codes: G06Q 30/0261 based on user location
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 30/0633 Lists, e.g. purchase orders, compilation or processing
• CPC Class Codes: G06Q 50/12 Hotels or restaurants

Abstract

A system, method and article of manufacture are provided for a first business entity to provide a network-based supply chain framework for collaborative order management between at least a second and a third independent business entity, such as a service provider, vendor, reseller, manufacturer and the like. A request for an order is received over a network with an automated system, from at least a second business entity. The order is transmitted over a network, with an automated system, to at least the third business entity. Information is received from the third business entity relating to a status of completion of the order by the third business entity using a network. The progress in completing the order is tracked based on the information received from the third business entity. Progress reports from the tracking are generated periodically; and transmitted to the second business entity using the network.

Claims

1. A method, implemented using computer hardware, for a first business entity to provide order management between at least second and third independent business entities, comprising:

(a) receiving a service level agreement for at least one of the second business entity and the third business entity, at an automated system having a processor and operated by the first business entity, utilizing an electronic communications network, wherein the second business entity is a service provider providing a service to customers and the third business entity is a manufacturer supplying to the second business entity products for the service;

(b) storing the service level agreement;

(c) receiving inquiries from at least one of the second business entity and the third business entity concerning a service being performed under the service level agreement;

(d) generating events based on the service level agreement and at least one of the inquiries;

(e) determining whether to apply at least one of charges, discounts, rebates, or modified rates, based on a deviation from the service level agreement;

(f) receiving over the network, with the automated system operated by the first business entity, a first request for a first order from at least the second business entity;

(g) transmitting over the network, with the automated system, the first order to at least the third business entity;

(h) receiving, at the automated system via the network from the third business entity, first information relating to a status of completion of the first order by the third business entity;

(i) tracking progress of completing the first order in the automated system based on the first information;

(j) generating progress reports from the tracking with the automated system;

(k) transmitting the progress reports from the automated system to the second business entity using the network;

(l) forecasting, by the first business entity, future orders of the second business entity for products of the third business entity, the forecasting comprising;

collecting, by the first business entity, using the network, data relating to customer usage of the service provided by the second business entity;

analyzing the data to determine customer demand trends for the service; and

using the trends to predict when demand of the products will exceed supply of the products; and

(m) receiving, by the first business entity, at the automated system via the network, a subsequent request, sent from the second business entity, for a subsequent order based on the forecasting.

2. The method as recited in claim 1 wherein the progress reports are transmitted with the automated system.

3. The method as recited in claim 1, wherein the first business entity provides an order tracking tool for tracking a completion of the order.

4. The method as recited in claim 1, further comprising:

using the network to receive information from at least one supplier of the third business entity relating to the status of delivering supplies to the third business entity; and

tracking the progress in supplying the third business entity based on the information received from the at least one supplier, wherein the periodic progress reports further include information relating to the tracking of the at least one supplier.

5. The method as recited in claim 1, wherein a network operations link is provided for linking the second business entity and the third business entity.

6. The method as recited in claim 1, further comprising:

(a) transmitting to the service provider manufacturer offerings utilizing the network;

(b) receiving from the service provider a selection of at least one of the manufacturer offerings;

(c) prompting the service provider to enter indicia utilizing the network, the indicia comprising at least one of the manufacturer offerings which the service provider currently at least one of possesses or purchases;

(d) receiving the entered indicia utilizing the network;

(e) receiving an indication of completion of the sale and delivery of the manufacturer offerings;

(f) receiving post-sale status of the manufacturer offerings and detecting second information comprising at least one of post-sale information or issues utilizing the indicia; and

(g) communicating the second information on the manufacturer offerings to the service provider based on the entered indicia.

7. The method as set forth in claim 6, wherein the manufacturer offerings include at least one of products and services provided by a manufacturer.

8. The method as set forth in claim 7, wherein the indicia includes a user profile.

9. The method as set forth in claim 8, wherein the user profile defines the at least one of products and services which the service provider currently at least one of possesses and purchases.

10. The method as set forth in claim 8, wherein the user profile defines at least one of levels of support, support channel, methods of use of the at least one of products and services, and future purchasing plans.

11. The method as set forth in claim 10, and further including the step of:

providing support using the support channel and at the level of support defined by the user profile.

12. The method as set forth in claim 6, wherein the information is selected from the group of information including a software bug, a factory recall, and a reduced price offering.

13. The method as set forth in claim 6, and further comprising the step of:

utilizing at least one of incentives and disincentives to influence the user indicia that is entered.

14. The method as recited in claim 1, further comprising:

(a) transmitting to a user manufacturer offerings utilizing the network;

(b) receiving from the user a selection of at least one of the manufacturer offerings;

(c) prompting the user to enter indicia utilizing the network, the indicia comprising at least one of the manufacturer offerings which the user currently at least one of possesses or purchases;

(d) receiving the entered indicia utilizing the network;

(e) receiving an indication of completion of the sale and delivery of the manufacturer offerings;

(f) receiving post-sale status of the manufacturer offerings and detecting second information including a software bug, a factory recall, and a reduced price offering utilizing the indicia; and

(g) communicating the second information to the user based on the entered indicia.

15. The method as set forth in claim 14, wherein the manufacturer offerings include at least one of products or services provided by a manufacturer.

16. The method as set forth in claim 15, wherein the indicia includes a user profile.

17. The method as set forth in claim 16, wherein the user profile defines at least one of levels of support, support channel, methods of use of the at least one of products and services, or future purchasing plans.

18. The method as set forth in claim 17, and further including:

providing support using the support channel and at the level of support defined by the user profile.

19. The method as recited in claim 1, wherein the event is an order for a network service event.

20. The method as recited in claim 1, wherein the event is a trouble report event.

21. The method as recited in claim 1, wherein the event is a billing inquiry event.

22. The method as recited in claim 1, further comprising the step of tracking the status of the generated event to completion.