Development of an Order Processing System Via the Wixx Application to Reduce Order Errors in the Product Delivery Process: A Case Study of S.K.B. Wholesale Company Limited (Head Office), Pathum Thani Province
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Abstract
This research aimed to: (1) examine the order management and product delivery processes, including factors causing order errors in the delivery process of SKB Wholesale Co., Ltd. (Head Office), Pathum Thani Province; (2) develop an order management system via the Wixx application that aligns with the organization’s logistics operations and effectively reduces discrepancies in order information during the delivery process; and (3) evaluate the effectiveness of the Wixx application–based order management system in reducing order errors in the delivery process, based on logistics performance indicators and the opinions of relevant employees. This study employed a mixed-method research approach in the form of research and development (R&D). The conceptual framework was based on order management and order fulfillment concepts, logistics information systems, and key performance indicators (KPIs). The research area was SKB Wholesale Co., Ltd. (Head Office), Pathum Thani Province. The sample consisted of 10 employees involved in order processing, warehouse operations, and product delivery, selected through purposive sampling. The research instruments included: (1) a questionnaire, (2) a semi-structured interview, and (3) a focus group discussion guideline. Quantitative data were analyzed using descriptive statistics, including frequency, percentage, mean, and standard deviation, while qualitative data were analyzed through content analysis and presented descriptively.
The results revealed that: (1) prior to system development, order errors in the delivery process were at a moderate level, particularly in terms of incorrect items, incorrect quantities, and delivery delays; (2) the developed Wixx application–based order management system was consistent with the organization’s logistics processes and improved the accuracy and systematic management of order information; and (3) after system implementation, order errors in the delivery process significantly decreased, while overall delivery efficiency improved.
The knowledge derived from this study is a practical model for developing an application-based order management system to reduce order errors in the delivery process, which can be applied as a guideline for digital logistics system development in wholesale businesses and similar organizations.
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