Within the global market, companies are facing the challenges associated with competition, customer relationships, and dealing with variety of businesses channels that are diverse in nature. Additional challenges arise while sharing of the common resources by these various business channels, comprised of different degrees of variability and complexity levels. At the operational level, one of the critical success factors for a business is effective order management that ensures revenue generation and customer satisfaction. This study proposes a customer order prioritization model for multiple business channels that share one or more order fulfillment stages. The dynamic model contains order prioritization tool to assess and prioritize customers’ order for shared order fulfillment stages. The existing single attribute based Demand Build Plan model prioritizes customers’ orders for a shared stage using proportional method considering the demand volume of all business channel for that time period The proposed multi-criteria decision making method, namely Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS), prioritizes customer orders for shared stages considering both operation and strategic levels attributes. The proposed framework can effectively balance the individual business channel as well as overall business goals

Keywords: business channels, success factor, order management, TOPSIS, order prioritization tool