THE QUE GROUP WOULD LIKE TO THANK THE 2013 SPONSORS

Different Uses for Contact Manager James Schofield

 Who am I … – James Schofield Manager of Business Systems, Customer Service & Sales Honda Aircraft Company, LLC, a wholly owned subsidiary of American Honda Motor Co., Inc., was founded in 2006 though has its heritage in more than 20 years of groundbreaking aeronautical research and development. At Honda Aircraft's world headquarters in North Carolina, the birthplace of aviation, the company's associates work in more than 500,000 square feet of state-of-the-art R&D, manufacturing and administration headquarter buildings to develop, produce, market and support the HondaJet with their distribution network. The challenging spirit upon which Mr. Soichiro Honda founded Honda Motor Co., Ltd. is alive today as Honda Aircraft fulfills one of Honda's long-standing dreams to advance human mobility skyward. 3

 In This Session … – Setup Contact Manager Master Tables – Configuration Contact Masters to meet different user needs – Examples of different applications 4

 What We’ll Cover … – Is Contact Manager the same as a CRM? – Setting up Contact Manager for different Functions – Different Examples of how Contact Manager can be used Vendor/Supplier Negotiations Case Management Team Action Items Lessons Learned/Knowledge Center – Continuous Improvement Areas – QUE Group Website File location 5

 Is Contact Manager the same as a CRM? CRM (Customer Relationship Management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. 6

 No! Contact Manager is about People not just Customers Contact Manager is People focused. It is designed to capture interactions made with all people - not limited to just your customers. These interactions or contacts can be of any nature. Conversations Negotiations Commitment Business Transaction Memorable Experience 7

 Navigation and Setup – How to get to Contact Manager 8

 Click the Contact Manager Drop down menu  Click Setup  Configure the tables listed  Contact Manager adapts to different purposes by setting up different Contact Masters.  All the tables within Contact Manager should be configured before Configuring the Contact Masters 9

 Categories Table Categories are used for reporting purposes that are specific to your organization, for example, departments.  Click Add on the Category table lower tool bar.  Enter a code and description.  Click OK to save. 10

 Priorities Table Priorities may be used in reporting. An event manager alert may be set up when a priority is changed in a contact record.  Click Add on the Priority lower tool bar  Enter a code and description  Enter a priority level used for sorting 11

 Status Table Statuses are used to indicate the current standing of the contact and to open and close as necessary. Also used in reporting.  Click Add on the Status table lower tool bar.  Enter a code and description.  Setup Option. An event manager alert may be set up when a status change is applied to a contact record.  Select the type Open or Closed. This is the flag used by the system to close records. 12

 Contact Types Table The Contact Types describe the reason for the contact. For example, Field Report or Customer Complaint.  Click Add on the Contact Type table lower tool bar  Enter a code and description  Click OK to save 13

 Detail Types Table The Detail Types table further defines the reason for the contact.  Click Add on the Detail Type table lower tool bar  Enter a code and description  Click OK to save 14

 Tasks Table The Tasks table is a list of goals or milestones to be accomplished while the contact is in progress. Each employee can manage their assignments based upon the tasks.  Click Add on the Tasks table lower tool bar  Enter a code and description  Click OK to save 15

 Actions Table The Actions table describes how the contact was handled.  Click Add on the Actions table lower tool bar  Enter a code and description  Click OK to save 16

 Contact Master Configuration The contact master configuration allows you to create groups and assign users, specific statuses, types and priorities.  Examples: – Only the Users “Added” will be allowed to view or select this Contact Master – Only the Status, Types or Priorities, …., will be available to the users allowed to use this Contact Master. – IMPORTANT NOTE: This configuration could give “Admin” the ability to use an entire different set of priorities than “Tech Services”. 17

 Adding a Contact Master The contact master original setup allows you to configure default values for each field. This speeds up the process tremendously and ensures consistency.  Click Add to create the Contact Master header.  Enter data into all the fields – See “Configuring Contact Master” document for details on each field. 18

 Beginning Contact Master Configuration  Click Configure on the lower tool bar.  The Contact Master Configuration window opens. 19

 Users Tab This allows you to add staff members to the selected group who will be using the contact manager.  Be sure that the User tab is the focus.  Click Add at the bottom of the window.  The list of Quantum users set up in Security Management appears.  Find and double click to select the user you wish to add to the highlighted contact group. ONLY these users will be able to view or use this Contact Master. 20

 Status Tab This allows you to add open and closed statuses that the selected group will be able to use.  Be sure that the Status tab is the focus.  Click Add at the bottom of the window.  The status table appears.  Double click to select the status you wish to add to the highlighted contact group. 21

 Types Tab This allows you to add the types which the selected group will be able to use.  Be sure the Types tab is the focus.  Click Add at the bottom of the window.  The types table appears.  Double click to select the type you wish to add to the highlighted contact group. 22

 Priorities Tab This allows you to add the priorities the selected group will be able to use.  Be sure the Priorities tab is the focus.  Click Add at the bottom of the window.  The priorities table appears.  Double click to select the priority you wish to add to the highlighted contact group.  Click X to close the configuration window when complete. 23

 Detail Types Tab This allows you to add the detail types the selected group will be able to use.  Be sure the Detail Types tab is the focus.  Click Add at the bottom of the window.  The detail types table appears.  Double click to select the detail type you wish to add to the highlighted contact group.  Click X to close the configuration window when complete. 24

 Tasks Tab This allows you to add the tasks the selected group will be able to use.  Be sure the Tasks tab is the focus.  Click Add at the bottom of the window.  The tasks table appears.  Double click to select the task you wish to add to the highlighted contact group.  Click X to close the configuration window when complete. 25

 Task Status Tab This allows you to add the task statuses you will use to activate a task for tracking purposes.  Be sure the Task Status tab is the focus.  Click Add at the bottom of the window.  The Status table appears.  Double click to select the status you wish to add to the highlighted contact group.  Click X to close the configuration window when complete. 26

 Task Status Tab This allows you to add the task statuses you will use to activate a task for tracking purposes.  Be sure the Task Status tab is the focus.  Click Add at the bottom of the window.  The Status table appears.  Double click to select the status you wish to add to the highlighted contact group.  Click X to close the configuration window when complete. 27

 Templates The templates are used to list each task that needs to be accomplished as well as the start and completion date of each task. Once the template is loaded into the contact record, assignments may be made if applicable and notes attached to each.  Be sure the Template tab is the focus.  Click Add at the bottom of the window.  The Template window appears.  Enter data in the following fields: OptionDescription TaskSelect the first Task from the drop down menu. Only those tasks added to this specific contact type will be accessible. DescriptionEnter a description for the task. PrioritySelect a priority from the table previously setup. Activation Days This determines when you want to activate this task. Once the contact is open this translates to a date. For example, if the activation date is 2 and the contact is opened on 10/1/13, the milestone activation date will be 10/2/13. Duration Days This determines when you want to close this task. Once the contact is open this translates to a date. For example, if the duration date is 2 and the activation date is 10/2/13, the duration date will be 10/4/13. AssigneeThis flag is informational only. It indicates if the task should be completed by an internal or external person. 28

 As you can see Contact Manager can be configured to meet the needs of many different departments and purposes.  Here are just a few examples: 29

 Vendor Negotiations Vendor Negotiations We use Contact Master to track contracts with our vendors.  Documents in Draft  Status of Negotiations  Action Items  Final Copy of Contracts 30

 Case Management Case Management Issues, Events and Problems can be tracked by different departments and personnel.  Core Management  Accounting Collection  Technical Support 31

 Team Action Items Team Action Items  Contacts and Task assignments can be tracked.  Event Manager can be used to ensure people receive notifications and updates. 32

 Knowledge Center Knowledge Center Long term documentation can be stored and organized as well as tracked by status.  Work Instructions  Process Maps  Quantum Processes 33

 The following Business Processes can be linked to a Contact 34

 Additional Functionality not covered – s – Document attachment – Links to other modules Examples: Sales Orders, Invoices, etc. – Event Manager Functionality  Continuous Improvement – Link to Warranty – Ability to add URL links in notes – Reporting 35

 Where to Find More Information – As a QUE Group Member be sure to subscribe to forums or visit – As a Quantum User be sure to visit Component Control at – Additional information on how to setup and use Contact Manager has been posted on the QUE Group website. Download and use as beneficial. See 2013 QUE Group Presentation Section. 36

 Key Points to Take Home … – How to setup the Contact Manager tables – How to configure multiple Contact Masters – Different uses of Contact Manger by Contact Master 37

 Your Turn! ? Questions? How to contact me: James Schofield Please remember to complete your conference evaluation 38

 Disclaimer The Content provided is expected to be for the sole use of paying members and not to be disseminated outside of its intended audience, or sold without prior consent of both the QUE Group and the originator of the document or presentation. For Questions regarding the QUE Group, please visit