Problem discussion: According to Coyle, Bardi, & Langley Jr., 2003, companies have always struggled in dealing properly with its outbound- to- customer logistics side, given the importance of such. In this case specifically, the investigation of the functions and processes employed by the Order Management department within Ericsson’s Chinese operations was the starting point for understanding what are the relevant problems existing; the reasons, probable impacts, possible opportunities for improvement as well as suggestions in doing so. Based on such premises, the authors have gone through these “challenges” to try to understand how in the case of Ericsson the company have or is dealing with such issues.

Purpose: The purpose of this thesis is to provide a general overview of the department’s existing processes, functions, detected problems and finally suggestions for improvements toward such problems.

Research Method: The Case Study approach was chosen by the authors given the characteristics of this study in pursuing the objectives stated, emphasized by the fact that the authors observed the current situation within an Ericsson’s department and the company’s perceptions. Coupled with this, the qualitative methods combined with a small portion of quantitative perspective have been used in order to provide the necessary research structure, followed by questionnaires and an interview as secondary data.

Conclusion: The conducted research was able to detect that within the department the two most relevant problems considering the employees’ and manager’s perspective is related consequently to the ERP system currently employed and inexperience by the department’s personnel in conducting their tasks. Further the authors point out suggestions for improving such issues.