1 January, 2006 Company XYZ Logo 1 New Product Platform Functional Decomposition: As Is State

2 January, 2006 High Level Functional Decomposition – As Is Corp. Accounting 7.0 Fulfillment 7.1 In-house 7.2 Vendor 4.0 Reporting 2.0 Operations 2.1 Activity Management 2.4 Enrollment 2.3 Sales Scripts 2.2 Sell Me List 1.0 Client Management 1.1 Administration 1.2 Contact Management 1.4 Adjustments & Notes 1.3 Order History Existing Application 3.0 User Admin 5.0 Data Vendor 5.1 Business Rule Management 5.2 OEM Rules 5.3 Fulfillment Preparation 5.4 Reporting 5.5 Client/Customer Management 5.6 Billing Data Vendor Client Management Gather Data OEM 6.0 Template Mgt. 6.1 Creation 6.2 Template Rules

3 January, 2006 Level 1.0 Client Management 1.0 Client Management 1.1 Administration 1.2 Contact Management 1.4 Adjustments & Notes 1.3 Order History

4 January, Client Management process 1.0 Sales accesses application Sales selects desired function 1.4 Adjustments & Notes 1.3 Order History 1.2 Contact Management 1.1 Administration

5 January, 2006 This function creates, modifies and maintains Client information: Administration Contacts Order History Adjustments Notes These functions are described in their respective sections below. All of this information deals directly with the Client, the end customer for the direct mail programs and campaigns. Sales gather required information during the Enrollment process (paper, fax and some electronic) and during telephone contacts with the Clients in Enrollment process (2.4). The System saves and displays the information as required. 1.0 Client Management Client Management process

6 January, Client Administration process 1.1 Registration Request Gather Client information Identify Client Contacts Find & Modify Client Record Add, Modify, Delete Client Add Delete Delete ClientSave Modified Client record Add Client Record Modify

7 January, Client Management Administration process Sales Representatives perform these actions on Client Records in the Datastore: — Add — Delete — Modify Sales Representatives manually enter the information after telephone contact with the Client or from faxed forms (the Client downloads and completes PDF forms from, faxes the form(s) to the Sales Rep. The Rep then manually enters the information into the System (Operations 2.4). This information includes Client Name, Address, Phone Numbers, Client Staff, Service Vendor Hours, coupon selection, text for customizable direct mail fields, etc. Company XYZ pushes the Client information to 3 rd Party Data Vendor for inclusion in its regular Client data pulls.

8 January, 2006 Outputs processInputs Client Administration process Add Client Delete Client Modify Client information 1.1 Client Administration process Context Diagram Client faxed forms To Sales System Datastore Add, delete, modify records Sales enters information gathered In 2.4 Enrollment Send Data to Vendor

9 January, Contact Management process 1.2 Sales Gathers Client Contact info. 2.0 Operations Sales adds new or deletes/ modifies existing Contact * System Datastore * Performed in 2.1 Activities Management

10 January, Client Management process Contact Management Contact management is largely self explanatory. It is the process of identifying the key personnel at a given Client and capturing and storing their contact information in a database. Contact information includes but is not limited to: Name, Title, Work phone, Vendor Phone, , Other. System displays Contact information in its own section of the dashboard. The Sales Representatives use this information to contact the appropriate Client staff. Contact Management allows Sales Representatives to manage as many Client Contacts as required. Sales Representatives use these functions to add, delete or modify Contact information.

11 January, Contact Management process Context Diagram Outputs processInputs Contact Administration process Add Contact Delete Contact Modify Contact information Client faxed forms To Sales System Datastore Add, delete, modify records Sales enters information

12 January, Order History process 1.3 Sales or Client request Client record Display Current & History Campaigns Display Current Campaigns Sales or Client request? Sales Client Select Order History

13 January, Client Management process Order History Order History is a detailed set of information of the Client’s past product purchases. Sales Representatives use the information in sales calls. Sales and Clients use the information to determine the Client’s mix of current programs to identify potential needs. Client Portfolio information displays at after sucessful Client login.

14 January, Order History process Context Diagram Outputs processInputs System Datastore Query records Sales enters information Store Record Lookup Page Sales Results Page /Client Results Page 3 rd Party Data store

15 January, Adjustments & Notes process 1.4 Client Requests adjustment Corporate accounting Sales creates Credit Memo Request Sales Verify Error Fill out manual form for Credit Memo Invalid End process 1.4 Option: Sales gathers/creates Client Note * 1.4 System Datastore 1.4 Sales Selects Client; Display Note Save Note *-Note information can conVendorrn anything about the Client valid OEM Accounting credits account

16 January, Client Management process Adjustments & Notes process Third Party Data Vendor handles all billing for these products. Company X requests adjustments, validates errors and creates credit memo request (manually) to remedy issues and billing errors. A Sales Team Manager must review all request forms before submission to 3 rd Party Vendor. Adjustments is the process of providing credit in the form of vouchers, memos or checks. This process is needed to keep the clients account in balance. Notes are used to keep a electronic history of client interactions. These notes are used to document situations or desires of a given client.

17 January, Adjustments & Notes process Context Diagram Outputs processInputs Adjustments process Create Credit Memo Request form Client Notes process Client complains To Sales Financial Data store Add, delete, modify records Sales enters information and/or creates note System Datastore Save/Modify Note Display Note Sales Team Management Reviews and forwards form to 3 rd Party Vendor

18 January, 2006 Level 2.0 System Operations 2.0 System Operations 2.1 Activity Management 2.4 Enrollment 2.3 Sales Scripts 2.2 Sell Me List

19 January, 2006 Sales selects desired function 2.1 Activity Management Go to 2.2 Sell Me List Go to 2.4 Enrollment Go to 2.3 Sales Scripts 2.0 Sales selects desired function 2.0 System Operations process

20 January, 2006 This function provides these capabilities: 2.1 Activity Management - Manages and tracks Sales activities (tasks and assignments) 2.2 Sell Me List - Displays current product offerings. This can include Programs and Campaigns. 2.3 Sales Scripts - Creates, displays and maintains Sales Sales Scripts/Tips 2.4 Enrollment – Gathers and inputs information related to the Clients enrollment needs. Sales Representatives gather required information during the Enrollment process (paper, fax and some electronic) and during telephone contacts with the Clients. 2.0 System Operations System Operations process

21 January, System Operations process Activities Management 2.1 Sales Opens My Activities page Sales selects Activity System Datastore process Calls process To Dos (Action Items) process Issues Management Reporting process Appointments 2.1 Sales/ Manager assigns or reassigns Activity

22 January, 2006 The activities management process is mostly manual currently. This process facilitates the daily tasks for the Sales Representatives and Managers and includes: — Directs Sales workflow through management/team Activity assignments/reassignments and To Do tasks. — Tracks Sales productivity and SLA through Open/Closed Activities, including pre-defined ‘Closed Reasons’ and a Call Result Notes field. — Alerts the Team to issues. — Allows Appointments and Calls management. — Allows Management to populate news items of specific conVendorrn to the Team. — Tracks Telephone, Fax and tasks (tickler). — Management Reporting. 2.1 System Operations Activities Management process

23 January, Activities Management Context Diagram Outputs processInputs Activities Management process Call Management To Do Management Issues Management Appointments Management Summary Report System Datastore Add, delete, modify records Sales opens, closes or reassigns an activity Manager assigns task, adds news item, reviews Sales productivity, reviews SLA levels Display appropriate web pages

24 January, System Operations process Sell Me List 2.2 User requests Products List System Datastore Order History Display available Campaigns & Programs * Sell Me Screen section contains all current Campaigns in which the selected Client is Not enrolled

25 January, 2006 On user request, the system displays a list of currently available Programs and Campaigns. Selecting a given product will display a sales script. The Sales must follow this script while talking to the Client. 2.2 System Operations Sell Me List process

26 January, Campaign Portfolio Context Diagram Outputs processInputs Campaign Portfolio process Query System data store Display currently available programs and campaigns System Datastore Find appropriate records Sales requests Portfolio information in Activities application Client requests Portfolio information in site. Display information

27 January, System Operations process Sales Scripts 2.3 Sales Requests Client Information System Datastore Display Program FAQ Manager Writes & uploads FAQ Sales accesses Programs List; selects one Display Sell Me info in First Client Screen System Datastore

28 January, 2006 The user selects a displayed Program or Campaign from the Sell Me list, the System displays a sales script with quick and easy to read information for use in explaining the product to the Client. By comparing a Client’s Order History with the universe of available Programs, the System displays a list of Programs (Group and National) for which the Client is eligible but not currently enrolled. 2.3 System Operations Sales Scripts process

29 January, Sales Scripts Context Diagram Outputs processInputs Sales Script process Order History with Current Campaigns Save Sales Script System Datastore Add, delete, modify FAQ records Order History Manager creates, modifies or deletes Program FAQ Display appropriate info pm web pages System Datastore

30 January, System Operations process Enrollment 2.4 Client requests enrollment by Fax or contact New Client? Yes System Datastore Display Enrollment Form; edit * or create Sales fills or edits on line and paper form Sales: Client Man. (1.1)/ Contact Man.(1.2) * When enrollment form is released to Print Production, the form becomes Read Only can cannot be edited. 2.4 Client requests Campaign change System Datastore No Administrator verifies and submits paper/on-line forms, archives paper form

31 January, 2006 This process captures data to register new Clients, enroll Clients in Programs and Campaigns and modify Enrollment information. Current Clients (usually with the help of Sales) fill out a paper form. The Sales fills out a comparable form and keys the information into the System website. On sending the enrollment/change, the Program/Campaign Administrator reviews the paper and on-line form, QCs both and, when appropriate, submits the enrollment when the application saves the information. The internal paper form is then archived. 2.4 System Operations Enrollment process

32 January, Enrollment process Context Diagram Outputs processInputs Enrollment process Create Client record for new Client Create and save electronic Enrollment Form System Datastore Add, delete, modify Client and Campaign records Sales creates electronic Enrollment record from Client fax or contact Administrator reviews for QC, submits the on-line information to the System and archives the paper version

33 January, User Admin Level 3.0 User Admin

34 January, System Datastore System Admin. enters role, user ID and password System sends new user log in information 3.0 Request for acess to System or modify existing user Level 3.0 User Admin process

35 January, 2006 This process creates, modifies and deletes new System users, secures log ins and enforVendor role-based security. 3.0 User Administration

36 January, User Administration Context Diagram Outputs processInputs User Administration process Create user account. Modify existing profile Delete current user Enforce roles-based access to screens, functions and information Save and enforce changes System Datastore Add, delete, modify user records System System Administrator enters user information, changes existing Profile or deletes existing user User Requests acVendorss to System, Profile change or is no longer eligible to use the System EnforVendor role-based security User notification

37 January, Reporting Level 4.0 Reporting

38 January, Reporting process Valid Request? No 4.02 System Datastore User table Check user account Generate, display file, offer save/print. Yes 4.05 System Datastore 4.0 User requests report Display error message, for end user confirmation

39 January, 2006 This process regulates report delivery, generation, display, save and print. 4.0 Reporting

40 January, Reporting Context Diagram Outputs processInputs Reporting process Validate user access to report Pull data Sort, filter as defined in report Display report Allow save or print as defined System Datastore Add, delete, modify user records User Requests pre-defined report, enters required filter, sorting detail End user role- based security Report

41 January, 2006 Level 5.0 Campbell Ewald (Vendor) process 5.0 Vendor 5.1 Business Rule Management 5.2 OEM Rules 5.3 Fulfillment Preparation 5.4 Reporting 5.5 Client/Customer Management 5.6 Billing

42 January, Vendor process Sales selects desired Vendor function Go to 5.1 Business Rule Management Go to 5.2 OEM Business Rule Management Go to 5.4 Vendor Reporting Go to 5.3 Vendor Fulfillment Preparation 5.0 Sales Access System Go to 5.6 Vendor Billing Go to 5.5 Vendor Client/ Customer Management

43 January, 2006 Third Party Data Vendor is a key vendor for Company X to successfully deliver its products. Most of the vendor’s services are considered a black box. This means information is sent and received This process includes: 5.1 Business Rule Management - Determines data rules for scrubbing and record selection for direct mail campaigns. 5.2 OEM Rules - Determines and documents OEM Business Requirements for campaign design, mailer design, OEM data used in the process, etc. 5.3 Fulfillment Preparation - Prepares the mailers for final fulfillment (printing and Mailing) using the various business rules. 5.4 Reporting - Identifies, determines and documents available Reports based on the Vendor data pulls. 5.5 Client/Customer Management - Manages Client and Customer (direct mail campaign material) records. 5.6 Billing - Manages Group and Corporate Billing. 5.0 Data Vendor Process

44 January, 2006 Level 6.0 Template Management 6.0 Template Mgt. 6.1 Creation 6.2 Template Rules

45 January, Template Management process 6.0 New mailing product required or change to existing product 6.2 Create Template Rules 6.1 Create Template System Datastore

46 January, 2006 This is the creative process to create a mailer template for a given program or campaign. If the design process calls for a dynamic template, the rules governing the template are created and stored. 6.0 Template Management process Template Management Process

47 January, Template Management process Context Diagram Outputs processInputs Template Management process Store Recipient information Impose Rules Store Template System Datastore Creative creates template, identifies fields. Creates graphics, etc. System Datastore Impose rules, provide date to populate fields

48 January, 2006 Level 7.0 Fulfillment 7.0 Fulfillment 7.1 In-house 7.2 Vendor

49 January, Fulfillment process In House size or below? No Ops able to schedule? Yes No 7.0 Mailer print jobs required Determine Job Size 7.2 Go to Vendor7.0.3 Go to 4.0 Reporting Go to In- House Yes

50 January, 2006 This process determines if Vendor or In-House operations will print and distribute mailer and associated materials based on: — Number of pieces to be printed — In-House technical capabilities — In-House Operations schedule — Vendor prices, availability and expertise. It also generates valid Fulfillment Reports for Client and appropriate Coop program(s) 7.0 Fulfillment process

51 January, Fulfillment process Context Diagram Outputs processInputs Fulfillment process Determine In-house or Vendor Provide data Provide template Apply all rules Run print job Mail items Validate mailing Validate print job Provide appropriate Report(s) System Datastore Print job Reports Provide & save information for and about print job Print Job Trigger Mail Job

52 January, 2006 Level 7.1 Fulfillment process In-House (Company XYZ ) process 7.1 Company XYZ Ops Prepares print job Creative issues template graphics & form design System datastore Ops accesses data & template (RIP), prints job

53 January, 2006 This process populates templates with coupons, graphics and fields defined by Business, Template and Client rules at print run time. 7.1 Fulfillment process In House Fulfillment process

54 January, In-House (Company XYZ ) Fulfillment Context Diagram Outputs processInputs Company XYZ Fulfillment process Merge template, data, Form and graphics in RIP Populate & print according to rules Mail product(s) Generate and save validity data Creative Template, graphics and form Business Rule selected data System Datastore Print job Reports Provide & save information for and about print job Mail Job

55 January, 2006 Level 7.2 Fulfillment process Vendor process 7.1 Company X sends Data, requirements, Template to Vendor Signoff Vendor prints, Mails, provides Fulfillment data Vendor process System datastore Save fulfillment records Create check piecesr QCs through seeded records

56 January, 2006 Company X manages this process for Client. Company X provides the Vendor (a third party mailing house) with the Customer mailing list, template and job requirements. The Vendor then processes data, template, graphics, prints the job, mails the job and provides fulfillment data to Company XYZ. Company X and Client QC use seeded records in the data provided the Vendor to generate and mail mailers sent to Company X and Client. Company XYZ then creates a report for the Client that validates the job for Client and billing purposes. 7.2 Fulfillment process Vendor Fulfillment process

57 January, Vendor Fulfillment Context Diagram Outputs processInputs Vendor Fulfillment process Black Box form, template and data merge Vendor populates & prints to requirements Vendor mail product(s) Vendor transmits validity Data to Company X Company X creates validation report for Client Company XYZ Creative Template, graphics and form Business Rule selected data System Datastore Print job Reports Provide & save information for and about print job Mail Job