Optimisation of the order management process through the analysis of the operational inefficiencies Case study: Bergerat Monnoyeur Algeria

Abstract

This dissertation examines the order management process at Bergerat Monnoyeur Algeria (BMA), an industrial equipment distribution and after-sales services firm operating within a complex, multi-actor logistics environment. The central research question asks how the order management process can be optimised through an in-depth audit of its functioning. Drawing on a qualitative empirical design combining non-participant observation and semi-structured interviews with key operational actors including the Operational Logistics Responsible, the Warehouse Team Leader, the Logistics Coordinator, and front-line operators the study reconstructs how the process actually operates across its full lifecycle, from order reception and validation through to warehouse preparation, dispatch, delivery, and after-sales closure. The in-depth audit reveals three structural categories of operational inefficiency that persistently disrupt process fluidity and predictability: procedural insufficiency (absence of Standard Operating Procedures at critical stages), information fragmentation (asynchronous and non-standardised inter-departmental communication), and coordination breakdown (absence of a RACI accountability framework, shared KPIs, and structured cross-functional coordination mechanisms). The findings are interpreted in direct dialogue with the academic literature on logistics operational practices, order management process modelling, warehouse operations, and logistics performance measurement, confirming that the identified dysfunctions are not peripheral frictions but structurally embedded conditions that can only be made visible through a rigorous, process-level audit. In response to the diagnostic findings, the study proposes a structured optimisation programme organised around four axes: the structure and functioning of the order management process; the manifestation of operational inefficiencies; the perceived causes and effects of those inefficiencies; and the optimisation paths and digital support of the process. This programme is operationalised through a nine-action action plan, an impact-feasibility evaluation grid, and a FMECA-adapted criticality assessment table that classifies dysfunctions by severity, occurrence, and detectability. The research contributes both to the academic understanding of process-level logistics audit methodology and to the practical improvement agenda of industrial logistics organisations seeking to align their operational practices with the demands of efficient, coordinated, and customer-oriented order fulfilment.