02 — Capability · BC-670.40
Order Visibility & Exceptions
Give customers, service and operations one truthful view of where each order stands, and resolve the ones that are stuck before they become complaints.
- Order Status
- Order Tracking
- Order Exception Management
In scope
- Order status across every stage and node
- Exception detection and resolution workflow
- Proactive customer notification
Out of scope
- Handling the customer contact itself (see BC-450)
Realized by · 0
- No product in the catalog yet.
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 3
- BC-670.40.10Order Status TrackingKeep a single status per order and line that reflects the latest event from capture, warehouse, carrier and partner systems.
- BC-670.40.20Order Exception ResolutionDetect orders that are held, short, late or failed, assign them to someone who can fix them and measure how long that takes.
- BC-670.40.30Order NotificationsTell the customer when the order is confirmed, shipped, delayed and delivered, in the channel they chose, without being asked.