The purpose of this study was two-fold; the first goal was to determine what theSBSS order processing is, and secondly to determine the effect the current method of ECC management has on the SBSS order processing cycle and the level of customer service rendered by base supply. The research revealed that exception management is a crucial component of a successful order processing function. Further, it was established that the level of customer satisfaction experienced is greatly dependent upon good order processing. Research further indicated flaws in the current method of ECC management and recommended further actions to correct the current method of ECC management. The success of the SBSS order processing function is highly dependent upon a sound system of managing ECC images; however, the order processing functions do not need to be directly involved in the management of the ECCs. Rather, they require the ECC management function to merely keep their mainframe up-to-date with valid ECC information. This study is the first of its kind which links non-customer serving functions of Base Supply to the satisfaction level experienced by supply customers.
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