What is the Basic Order Process

Who:

All Users

Why:

The following describes the basic process for a Customer to create an Order and for the Provider to fulfill the Order.

  


An Order passes through several stages before it is transmitted to the Provider. There are various “roles” defined in LPG. Different roles perform different stages of the Order process.

  • Depending on the LPG configuration for your organisation, a person may fulfill more than one of these LPG roles. For example, in a very small organisation, all the roles may be fulfilled by only one person.
  • The use of templates to automate data entry into Orders may mean that some of the stages are completely automated and may not even be seen during the processing of the Order.

 

The “Create Order” process is performed by a person with the “Job Originator” role. The Job Originator outlines the basic requirements of an Order such as description, location and service period.

  •   The “Create Order” step is sometimes performed by an automatic data upload from the Customer organisation’s other internal systems.

 

The Job Originator then forwards the Order to a Contract Administrator. The Contract Administrator is responsible for categorising the Order. At this stage the choice can be made whether to go to the Pre-itemise Order stage (adding items and quantities without pricing) or pass the Order to the Scheduler to select a Provider to carry out the work on the Order.

After allocating to a Provider, the Order goes back to the Contract Administrator for the final Itemisation stage. At this point, items and quantities can be added or removed before it is transmitted to the selected Provider.

  • The advantage of the Pre-itemise stage is that only Providers who can fulfil the required items will be available to select from at the Allocation stage.

 

The Order must now be actioned by the Provider. They use the Provider version of LPG to perform their tasks. The Provider also has several roles which may be performed by one or more persons. When the Order is received, the person in the role of Provider Allocation must accept or reject the Order. If accepted, the Order is forwarded to the Provider Operations role. Depending on how the Order has been configured there may be several Event sub-stages that the Provider progresses through as checkpoints before completing the Order.

 

The Provider may request variations to the Order and/or extensions of time to complete the Order. These requests may or may not be approved by the Contract Administrator. These are alternative workflows to the basic flow shown in the image above.

 

After the necessary work has been completed on the Order (i.e. services undertaken and/or goods supplied) the Provider marks the Order as complete in LPG and submits a Claim for payment to the Customer.  After the Provider has submitted a Claim, the person in the role Customer Verification on the (Customer side) must approve the Claim. If the Customer Verification role rejects the Claim, it will be returned to the Provider to be adjusted as required, and re-submitted. 

 

Once Customer Verification verifies the Claim, the Order returns to the Provider side. The person with the Provider Accounts role enters the Invoice number and submits the Invoice to Customer Accounts.  Finally, Customer Accounts approves the Invoice for payment. If the Invoice is rejected, it is returned to Provider Accounts to be cancelled or re-submitted.

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