Forrester recently spoke with 57 customers focused on order hub projects--those looking at opportunity to order capture, order capture to order fulfillment, order fulfillment to order completion, and order completion to order settlement. Most projects are driven by either the business or IT side of the house, and only one of our respondents identified a single business process owner for the complete order process. As a result, firms develop short-sighted innovations and inadequate process improvements. Forrester recommends that organizations rapidly assign a single process owner for the order management cycle (OMC) or face significant long-term challenges.
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