Use this Direct Marketing Operations Fulfillment checklist as a guide for the types of issues that you should consider when either building an in-house fulfillment operation or looking for a vendor to supply outsourced fulfillment services. The checklist applies to both business-to-business (B2B) and business-to-consumer (B2C) fulfillment operations.
In-house Fulfillment Checklist
Order Receipt and Processing
- All types of orders are received and processed including web, mail and telephone
- Data capture is uniform and assures no duplicate customer records
- All data is available for review in real or near real time
- All orders acknowledged and shipments verified
Warehousing/Pick/Pack//Shipping
- Ware house is arranged with fastest moving items nearest the packing stations
- Receiving is done immediately as inventory arrives
- Priority given to items that are or have been on back order
- Adequate automation is in place including bin location system
- Cycle counting is done to assure inventory accuracy
- Processes in place allow us to maintain our service level goals
Systems
- Adequate systems support to enable employees to perform to industry standards, best practices and guidelines
In-bound Call Center
- Appropriate call distribution mechanism is in place
- Length of call, hold time, after call work and all other metrics are completely understood
- Scripting is in place and flexible
- All reports are reviewed and calls are randomly recorded fro training purposes
- Employee turn over is under control
Outsourced Fulfillment Checklist
About The Vendor
- Length of time outsourcing has been a feature of the business and total length of time in business?
- How many clients/current total sales activity?
- On-shore, near-shore and off-shore capabilities?
Current Clients
- Who are current clients?
- How many of them are in similar or identical business?
- How long have they been with the vendor?
- Has vendor provided references?
Who Owns And Manages The Vendor Company
- Background and bios of owners/managers?
- Specific information about those that will be assigned to your business?
Employees, Training And Shared/Dedicated Staff
- How are employees hired?
- How are employees trained and measured?
- Are there additional educational opportunities to keep people fresh and current?
- What is employee turnover rate?
Service Levels, Security And Disaster Recovery
- What are service levels and turnaround times for all functions/areas?
- What do standard reports contain and what do special reports cost and or require?
- Are standard reports and their timing adequate to manage my business?
- How will my merchandise be protected and secured?
- What kind of insurance do they have? How are your products and data covered?
- Is there a disaster recovery plan?
Costs/Quotes
- How will my costs be calculated by function?
