Training Plan 2: Standard Order Fulfillment Cycle – Step by Step

Course Objective:

To equip learners with practical knowledge of how customer orders are fulfilled from placement to delivery, across various industries (FMCG, industrial, NGO, etc.) within African supply chain contexts.

Modules & Content

Module 1: Order Placement – B2B vs B2C

Learning Outcomes:

· Understand how customers place orders in both B2B and B2C settings.

· Know the differences in expectations and documentation.

Topics:

· Sales Orders vs Purchase Orders

· Customer touchpoints (e-commerce, agents, direct sales)

· Key information captured during order entry

· Real-world scenarios: NGO project orders vs supermarket restocks

Download: Sample Order Entry Form – can be availed

Module 2: Order Processing – Inventory Checks & System Updates

Learning Outcomes:

· Understand how orders are validated internally.

· Learn how stock availability affects fulfillment timelines.

Topics:

· ERP system checks (SAP, NetSuite, etc.)

· Inventory reservation or reallocation

· Workflow approvals (e.g., finance, procurement)

· Flagging issues: stockouts, credit holds

Activity: Watch a system simulation of inventory reservation in NetSuite/SAP/Odoo

Module 3: Order Documentation & Handover

Learning Outcomes:

· Learn which documents are generated and used to prepare for delivery.

· Understand internal and external handover processes.

Topics:

· Sales Order, Pick List, Delivery Note, Invoice

· Packaging SOPs and loading documents

· Warehouse handover checklist

· Internal sign-offs

Download: Standard Order Handover Checklist (Excel)

Module 4: Delivery Coordination – Internal vs 3PLs

Learning Outcomes:

· Understand delivery modes and what factors determine them.

· Learn how logistics is coordinated with transporters and customers.

Topics:

· Using internal fleet vs outsourcing to 3PLs

· Route planning, loading schedules

· Documentation: Waybill, Proof of Delivery (POD)

· Real-world case: Last-mile delivery to rural NGO outposts

Template: Delivery Planning Sheet

Module 5: Proof of Delivery, Returns & Claims Handling

Learning Outcomes:

· Learn how delivery is closed and how issues are handled.

· Understand the returns, claims, and reconciliation process.

Topics:

· Capturing PODs: paper and digital methods

· Exceptions: damaged goods, refused deliveries

· Claims workflow (internal + customer-facing)

· Closing the order in the system

Download: Sample Claims Form + SOP

��� Final Assessment:

· 10-question quiz + mini-scenario-based assignment

· Assignment Example: “Fulfill a customer order from start to finish” (simulated role play)

Certification: Certificate Issued Upon Completion