Officemax had a visibility problem. "two years ago we started a major third-party drop-ship program that caused us to lose some visibility of the orders after they left our network," says Brian Walmsley, divisional vice president of EAI technology at OfficeMax. This problem became a customer service issue, particularly for orders that went through many different suppliers. "Not only were call center staff unable to see where orders were in the process, but there was no way to determine which suppliers were underperforming and which were on target or better. The best we could do was to generate historical reports or have a staff of people carefully track individual vendors manually, which was not a great use of resources."
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