Order Management Center of Excellence and Quality Control
The effectiveness of any organization is driven both by the vision and expertise of its leadership, as well as the commitment of its people to the daily tasks they perform to drive operational efficiency, accuracy and consistency. This Department Spotlight is the second in a series to familiarize you with the Cardinal Health 3PL Services team members that work for you.
The driving force behind the 3PL Services Customer Service team’s overall accuracy rating of 99.91 percent are two groups dedicated to exacting attention to detail and persistent questioning in pursuit of every pertinent detail—our Center of Excellence (COE) and Quality Control (QC) teams. Bookending the work of our Customer Service team, the COE and QC groups help ensure that customer profiles are set up and that orders are processed accurately.
The COE team focuses on the front-end order process, setting up new customers so that Customer Service associates can focus on managing orders and addressing customer requests. This set up process includes validating proper licensure and consistent, correct addresses. Here are some statistics on what this team accomplished in 2019:
- New customer set ups – Approximately 3,900
- Ship-to locations created – More than 5,000
- Customer profiles updated – Approximately 6,000
- Ship-to locations modified for accuracy and consistency – 9,600
- New licenses set-up or modified – 28,400
- Existing licenses verified and cross-referenced – 45,000
Bringing uniformity to our order inputs enables faster, more accurate processing. Imagine for example, the various ways one address can be offered by a customer:
- 1000 ANYWHERE STREET, SUITE 1900
- 1000 ANYWHERE ST, STE 1900
- 1000 ANYWHERE STR, STE 1900
- 1000 ANYWHERE STR, SUITE 1900
- 1000 ANYWHERE STR, #1900
Without the recognition that this is, in fact, the same address in five different formats, there could be order duplication, disjointed order history and reporting, inadvertent errors and confusion. There may also be incomplete information that needs to be completed; the COE team will also track down these missing details. The careful eyes of our COE team ensure that our SOPs are applied consistently and the Customer Service team is working from a strong foundation.
On the back end, our QC team reviews all manual orders —those involving credit card payments, an emergency or expedited request, orders for C-II products with 222 forms and orders received by phone, fax, or email. Orders are verified after they are entered and before they are sent to the warehouse. After checking all addresses and quantities and cross-checking that product requested matches the purchase order, they sign off and release orders to the warehouse. This process is performed on 250-325 orders daily—about 6,000 transactions monthly or 72,000 annually!
Innovations like our online ordering portal are advancing the accuracy of the ordering process and its efficiency by receiving credit card orders and authenticating customer users. However, healthcare’s continued use of fax machines, as well as the important guardrails around ordering for controlled substances make the work of these teams continually valuable.
If you’d like to understand the work of the COE and QC teams further, please let your CRM know when scheduling your next on-site quarterly business review.