Standardizing Order Management Processes in Garment SMEs: A Case Study of P&T Service Trading Co., Ltd

Order management is a critical operational process for small and medium-sized garment enterprises (SMEs), particularly when firms must handle small-batch, customized, and time-sensitive orders with limited managerial and digital resources. This study examines the order management process of P&T Service Trading Co., Ltd., a Vietnamese garment SME operating under a hybrid production-trading model. Using a qualitative case-study approach, the study combines document analysis, process mapping, direct observation, and staff discussions. An analytical framework based on five operational capabilities, information standardization, technical verification, material coordination, production-progress control, and financial follow-up, is used to evaluate process performance and identify bottlenecks. The findings show that P&T has developed a relatively complete order workflow from customer inquiry, technical review, costing, and sample approval through production, quality control, delivery, and payment follow-up. However, process effectiveness is constrained by incomplete order information, weak technical checkpoints, inaccurate bill-of-materials (BOM) control, supplier-related constraints, limited order-status visibility, and delayed receivable collection. These weaknesses generate hidden operational and financial costs, including repeated sample revision, material shortages, excess inventory, production delays, cost deviation, and working-capital pressure. The study offers a process-level, performance-oriented perspective on order management in garment SMEs and proposes practical improvements, including RFQ/Techpack checklists, technical checkpoints, standardized BOM templates, visual order tracking, clearer separation between sales/order follow-up, and basic operational and financial KPIs.

order management; garment SME; process standardization; supply chain coordination; bill of materials; operational performance; Vietnam

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