#2 Posted: 21 Jan 2008 17:02
What are the policies of your company and what are the expectations of your customers? How can the two be merged?
For example, if your policy is to ship same day as order is received, and your customers have come to expect and depend upon that, clearly there is a conflict when materials are backordered.
Also, it is far better to be proactive than reactive. If you know that a customer has ordered widgets, and widgets are on backorder and your materials department cannot offer a solid delivery date, it is far better to contact the customer and explain the situation as opposed to waiting for the customer to call and inquire as to the status.
Hope this helps, and good luck!