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1 January, 2006 February, 2006 New Product Platform Functional Decomposition: To Be State.

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Presentation on theme: "1 January, 2006 February, 2006 New Product Platform Functional Decomposition: To Be State."— Presentation transcript:

1 1 January, 2006 February, 2006 New Product Platform Functional Decomposition: To Be State

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

3 3 January, 2006 February, 2006 Client Portal Customer Intelligence Template Management Data Management Operations Personalization Back Office Program Engine Registration My Products My Customers My Results Customer Service Billing Sales Support Business Rules Decision Support Data Acquisition & Format Builds the capability create Products and services Next Generation “Company XYZ Central”

4 4 January, 2006 February, 2006 High Level Functional Decomposition – To Be “Company XYZ Central” Corp. Accounting Solomon 8.0 Fulfillment 8.1 Print 8.2 E-mail 7.0 Reporting 3.0 Template MOEM t. 5. 5 Product Builder 5.3 Product Portfolio 2.0 Client Self Service 2.1 Registration 6.0 User Administration 5.0 Client Management 9.0 DMI 9.1 Client MOEM t 9.2 Gather Data OEM 4.0 Cust. Intelligence 1.0 Data Acquisition 5.4 Sales Scripts 5.7 Client Contact Management 5.8 Customer Management 5.9 Billing 5.10 Adjustments 5. 6 Notes 5.11 Product Order History 8.3 Telephone 8.4 Other Dist. Channels 5.12 Quality Control 2.2 My Staff 2.3 My Customers 2.4 My Products 2.5 My Product Builder 2.6 My Results 2.7 To Do 3.1 Template Creation 3.2 Template Rules 3.3 Fulfillment Preparation 4.1 Internal Rule Mgt. 4.2 External Rule Mgt. 7.3 Client Reporting 7.2 Sales Reporting 7.1 Management Reporting 5.2 Client Registration 5.1 Activity Management 5.13 Request For Quote 5.14 Production Calendar 5.15 News 5.16 Master Workflow Calendar

5 5 January, 2006 February, 2006 1.0 Data Acquisition Level 1.0 Data Acquisition

6 6 January, 2006 February, 2006 1.0 Establish and Download data source & data 1.6 Save to XYZ Datastore Yes 1.1. Apply Business Rules for record inclusion 1.4 Customer Address Verification and NCOA 1.7 Backup Datastore as required 1.3 Error Processing 1.2 Meet Rules? No 1.5 Meet Requirements? No Yes 1.0 Data Acquisition Process

7 7 January, 2006 February, 2006 This process receives customer data from identified data sources, converts it to a common Company XYZ format, and ‘purifies’ it by selecting records according to defined rules. Business Rules define which records the System will save, merge or merge into a single datastore. The function will automatically perform these processes while allowing Company XYZ Technical Team members to manipulate records as required. 1.0 Data Acquisition Data Acquisition Process

8 8 January, 2006 February, 2006 1.0 Data Acquisition Process Context Diagram Outputs ProcessInputs Data Acquisition Process Download data Apply Business Rules Apply AVS Apply NCOA Save data Backup datastore Customer Datastore Save purified records Third party Datastore Client’s Customer Datastore

9 9 January, 2006 February, 2006 Level 2.0 Client Self Service 2.0 Client Self Service 2.1 Registration 2.2 My Staff 2.3 My Customers 2.4 My Products 2.5 My Product Builder 2.6 My Results 2.7 To Do

10 10 January, 2006 February, 2006 2.0 Client accesses portal; logs into System 2.0.2 Valid login? User/role security 2.0.1 Portal Datastore Security deck 2.0.4 Error message Yes 2.0.6 Display Entry page; Client selects: No 2.0.5 Fourth attempt? Yes No 2.2 My Staff 2.4 My Products 2.5 My Product Builder Company XYZ has a relationship with a Client. A Client has a relationship with a Customer. 2.0 Client Self Service Process 2.0.6 Error message, lock profile, Admin. intervention 2.6 My Results 2.7 To Do 2.1 Registration 2.3 My Customers

11 11 January, 2006 February, 2006 This function allows a Client to self administer their Products and services. The Client will manage their information and their Customer information. They will also be able to view and manage their Products and service. The portal will allow the Client to build a new Campaign or customize a Program. It will also provide results and evaluations of prior Campaigns and Programs. The Client accesses these functions from a web site portal. These processes must be secure to prohibit Clients seeing another Client’s information, accessing a portal to which the end user is not entitled or allow the user to see information and options meant for a different user level. 2.0 Client Self Service Process

12 12 January, 2006 February, 2006 2.0 Client Self Service Process Context Diagram Outputs ProcessInputs Client Self Service Process Portal & Security functions Security Datastore Add, delete, modify records User accesses Portal Administrator adds/deletes/modifies users Display appropriate web pages Security Datastore Save security records

13 13 January, 2006 February, 2006 2.1 Client Self Service Process Registration 2.1 Client accesses Portal; selects new Client 2.1.6 Security Deck datastore 2.1.2 Client enters info; selects submit Save 2.1.3 System sends Admin. e-mail 2.1.1 New Client Request page 2.1.4 Admin validates Client, info, creates/modifies profile 2.1.5 System alerts Client, DMC & MSR 2.1.8 Contact Form 2.1.7 Client accesses Contact Page for changes

14 14 January, 2006 February, 2006 A potential Client can access the web site and register to become an Company XYZ Client. Successful registration will trigger an e-mail to the appropriate personnel (DMC and MSR). The registration process will capture information such as name, address, contact name, contact phone number, contact e-mail address. It will also allow the Client to upload a logo and location map, if appropriate. 2.1 Client Self Service Registration

15 15 January, 2006 February, 2006 2.1 Client Self Service Registration Context Diagram Outputs ProcessInputs Administration Process Receive request, alert Administrator Validate request If valid, create/modify profile, if invalid, contact & mitigate On create, message Client & Sales On Modify, message Client Save to security deck Security Datastore Client Signs up or requests modifications by filling in web form Administrator validates request, creates or modifies profile Request or Contact Page

16 16 January, 2006 February, 2006 2.2 Client Self Service My Staff 2.2 Client logs into Portal; selects My Staff page 2.2.2 Records exist for Client? 2.2.1 Contacts Datastore Results 2.1.5 Client selects add, modify or del. enters info 2.2.3 Display blank screen with Add option 2.2.4 Display with add/modify & delete options No Yes 2.2.6 Contacts Datastore Save

17 17 January, 2006 February, 2006 Clients use this process to add, modify and delete Client Contact information in the System. This information should include name, phone number and e- mail address. When a valid Client accesses the My Staff page, the System will display only those Staff records associated with the Client. If no Staff/Contact records exist, System will offer the Add option. If Staff/Contact records exist, the System will offer the Add, Delete and Modify options. The System will require a valid end user log-in before allowing access to this function. 2.2 Client Self Service My Staff Process

18 18 January, 2006 February, 2006 2.2 My Staff Context Diagram Outputs ProcessInputs My Staff/ Contact Management Process Display Staff/Contacts associated with a Client Allow end user to add, modify or delete records Save additions and modifications, purge deleted records Contacts Datastore Add, delete, modify records Client accesses My Staff Page and enters appropriate information for new Contact or selects an existing record and modifies the record or deletes it. My Staff/Contact Management and associated pages Contacts Datastore

19 19 January, 2006 February, 2006 2.3 Client Self Service Process My Customers 2.3 Valid user selects Customer Management User/role security 2.3.1 Customer Datastore Save changes 2.3.3 Client sets desired records to In/Exclude 2.3.4 Customer Datastore 2.3.2 Display records

20 20 January, 2006 February, 2006 Clients use this process to display their Customer records. It also has the ability remove a customer from a list. This is the Client’s means of determining which Customer records can be included in a Campaign or Program. 2.3 Client Self Service My Customers Company XYZ has a relationship with a Client. A Client has a relationship with a Customer.

21 21 January, 2006 February, 2006 2.3 My Customers Context Diagram Outputs ProcessInputs Customer Management Process Display Records Mark status changes or deletions Save and apply changes on next print job Customer Datastore Save changes Client accesses My Staff page, requests changes Customer Datastore Find & display records My Staff Page

22 22 January, 2006 February, 2006 2.4 Client Self Service My Products 2.4.3 Display available and purchased Products 2.4.1 Client Datastore 2.4.2 Show Clients current Products 2.4 Client enters home page

23 23 January, 2006 February, 2006 This process displays the Client’s current Products. It will also display a list of Products the Client could purchase. The Client can get more information on a Product by clicking a link to a Product Information page. If the Client has selected the Product, he will be able to purchase it. 2.4 Client Self Service My Products

24 24 January, 2006 February, 2006 2.4 My Products Context Diagram Outputs ProcessInputs My Products Compare data imports against mailings. Credit appropriate sales to coupon, premium Save results Extrapolate according to Campaign/Program selected Display latest My Results bar graph Save data for Reports Client Datastore Client Datastore Portal graphs

25 25 January, 2006 February, 2006 2.5 Client Self Service My Product Builder 2.5 Client selects My Product Builder page 2.5.4 Selection Web to Print Enabled? security No Yes 2.5.5 Web-to-Print: Client selects and saves options * * Options & Requirements imposed in 4.0 Customer Intelligence 2.5.3 Template & Rules Datastore requirements* 2.5.6 Client Datastore Save options, coupon pools, etc. 2.52 Selects Campaign or Program 2.5.6 Enrollment page, collect requirements* 2.5.7 Validate Client information

26 26 January, 2006 February, 2006 Clients use this process to create and/or customize Products (Campaigns & Programs). The System uses the Client’s choices, associated template and Business Rules to create the mailers/emails/web pages for the job. The Rules may allow the Client to customize the Product(s). If so, the template, variable elements and template rules contained in this function are combined to allow, gather and save the customizations. The Client will have a WSIWYG (What You See Is What You Get) interface to choose various elements. These elements can be dragged to different, predefined locations on the Product canvas. The template rules will determine what elements each location can contain. Once the Client has the desired look and feel, they can save the template and execute the Product. This function will also allow the Client to determine the list selection criteria for the piece. This may include financial or numerical caps to limit the customers costs. Once the customer completes these tasks, he can approve the execution. This approval will trigger the fulfillment process. 2.5 Client Self Service My Product Builder

27 27 January, 2006 February, 2006 2.5 My Product Builder Context Diagram Outputs ProcessInputs Template Customization Process Select valid options, Upload graphics Select coupons, pool, discounts Query Order History data store Display appropriate information based on user role Client Datastore Find appropriate records Client selects Product, then appropriate template screen, enters options. Display information Templates Datastore Find appropriate records Custom Template Page Impose requirements & options

28 28 January, 2006 February, 2006 2.6 Client Self Service My Results 2.6.3 result in 3d bar graph or create report 2.6.1 Client & Customer Datastores 2.6.2 System determines Shows various charts or reports 2.6 Client enters home page or selects My Results

29 29 January, 2006 February, 2006 During the routine of processing data, the system will associate Client events (service calls & sales) with a Product. Association rules will be used to govern this process. This information is cumulated and ready to be provided at the dealers request. The system will show the results and an evaluation of the Product in the form of charts and reports. The Client will use this information to help make decisions on future Products and services. This functionality can also be used to direct Clients to extrapolated reports showing how much money the Client is losing by not increasing mail list size, geographic area or enrolling in a new Program. 2.6 Client Self Service My Results

30 30 January, 2006 February, 2006 2.6 Custom Campaign Builder Context Diagram Outputs ProcessInputs My Results Compare data imports against mailings. Credit appropriate sales to coupon, premium Save results Extrapolate according to Campaign/Program selected Display latest My Results bar graph Save data for Reports Client Datastore System compares latest downloads to previous jobs System determines Job spending level and uses information to extrapolate Portal graphs Customer Datastore Client Datastore

31 31 January, 2006 February, 2006 2.7 Client Self Service To Do 2.7.3 Display list w/hyperlinks to appropriate pages 2.7.1 Client Datastores 2.7 Client enters home page or selects his To Do page

32 32 January, 2006 February, 2006 When a Client accesses his/her Portal homepage, the System will display a “To Do” list (yet to be named) specific to the Client/User. These “To Do” items will be based on workflows for various Products and can be manually or automatically triggered. Some examples: — An enrollment is rejected by an Administrator because a required field or option is missing. — A DMC notices a new Client Manager has been hired but did not get a chance to gather the information on a visit. — A mailer piece is ready for review and approval. 2.7 Client Self Service To Do

33 33 January, 2006 February, 2006 2.7 To Do Context Diagram Outputs ProcessInputs To Do List triggered events, including a hyperlink for workflow requirements. List communications from DMC/MSR. Client Datastore Client Datastore List items Rules Datastore Save items & Status

34 34 January, 2006 February, 2006 Level 3.0 Template Management 3.0 Template MOEM t. 3.1 Template Creation 3.2 Template Rules 3.3 Fulfillment Preparation

35 35 January, 2006 February, 2006 This process allows business users to create and manage templates and associated business rules. It also facilitates the fulfillment process. 3.0 Template Management Process Template Management Process

36 36 January, 2006 February, 2006 3.0 Template Management Process Context Diagram Outputs ProcessInputs Template Management Process Store template Store defined graphics. Define Campaign/ Program/mailer options, gifts, coupons, POS Kits, etc. Store Rules, option definitions Template Datastore Creative creates template file; Technical loads to Template datastore Business Team determines available options, offers, kits, graphics. whether to enable Web-to Print, etc.

37 37 January, 2006 February, 2006 3.1 Template Management Process Template Creation 3.1 Build new template based on Business Team requirements 3.1.2 Go to 3.2 3.1.1 Template Datastore Upload

38 38 January, 2006 February, 2006 This function is not intended to facilitate the creative process. It is intended to monitor template development progress. This can be as simple as using a workflow process to facilitate the process. The minimum technical functions are: upload the final template file(s) to the datastore and alert the assigned Business Team of the new Template’s availability. 3.1 Template Management Process Template Creation Process

39 39 January, 2006 February, 2006 3.1 Template Creation Process Context Diagram Outputs ProcessInputs Template Creation Process Provide datastore upload tool Store software template files Alert Business & Production Teams Template Datastore Creative uploads template file(s) User notification Activities Management Listing

40 40 January, 2006 February, 2006 3.2 Template Management Process Template Rules Creation 3.2 Set template requirements 3.2.2 Tech Team designs/imposes or architects new options 3.2.3 Template Datastore Upload 3.2.1 Require technical upgrade? Yes No Template Reqs. Page

41 41 January, 2006 February, 2006 This business process enables non-technical business users to define sections of a canvas with rules of elements that can be used. The end user will be able to define: — Coupons, Coupon grouping — Eligible graphics and/or if the Client will have permission to upload his/her own graphics. — Premium selection — Mailer, coupon text, text options, text definitions for variable text, triggers to select appropriate text. — Enable/Disable Web-to-Print (if enabled, this will require Technical Team assistance in designing the Web-to-Print functionalities and option selections. These definitions and requirements will be stored in the Template datastore and associated with the template file. 3.2 Template Management Process Template Rules Process

42 42 January, 2006 February, 2006 3.2 Template Rule Process Context Diagram Outputs ProcessInputs Template Rule Process Provide tool to define template options. If required, Tech Team creates new System functionality Store information in Template Datastore Impose rules on implementation or revision Template Datastore Business Team selects and uploads template definitions and requirements 2.4 or 2.5 Technical Team enables required new functionality or Web-to Print template/options

43 43 January, 2006 February, 2006 3.3 Template Management Process Fulfillment Preparation 3.3 Manual/ automated job trigger 3.3.2 Select rules 3.3.1 Select template file, validate file Template Datastore Rip, E-mail package, Phone Script, etc. Upload template, rules data

44 44 January, 2006 February, 2006 This process describes how the System selects and uploads the appropriate template file and rules from the Template datastore to the target system (RIP or data export [3 rd Party Vendor] for a print job, e-mail System/sub-system for an e-mail package, data for a third party vendor, scripting files for a telephone Campaign, etc.) The System will be capable of selecting and uploading template and rules files to Company XYZ Production (Company XYZ Network transfer), a third party Vendor (FTP) or a sub-System (e- mail engine) as required. 3.3 Template Management Process Fulfillment Process

45 45 January, 2006 February, 2006 3.3 Template Fulfillment Process Context Diagram Outputs ProcessInputs Template Fulfillment Process Select Template file Select Rules file(s) Upload to appropriate target Template Datastore Business or Production Team Triggers job run Client’s Enrollment or Campaign information sets automated Trigger Product Datastore Company XYZ RIP for print job Trigger pulls files/data System e-mail engine Data sent to 3 rd Party Vendor System Phone Script Creator

46 46 January, 2006 February, 2006 Level 4.0 Customer Intelligence 4.0 Cust. Intelligence 4.1 Internal Rule MOEM t 4.2 External Rule MOEM t

47 47 January, 2006 February, 2006 4.2 OEM Recommends Rules 4.1 Company XYZ Generates Rules. 4.0.1 Enter Into System 4.0.2 Test Rules 4.0.4 Approve Rules Business Rule Repository 4.0 Customer Intelligence Process 4.03 Desired Results? Yes No

48 48 January, 2006 February, 2006 Customer intelligence is the heart of the system. This is the process of identifying business rules the determine when a customer is to be contacted, how they are to be contacted and what information should they be provided with. This process is largely manual, this function will provide the ability to enter these rules into the system. They can be tested to determine if the desired result was achieved by the rule. The rules are divided into to categories; Internal (Company XYZ generated) and External (OEM generated). These rules can interact with each other to provide the customer intelligence. 4.0 Customer Intelligence

49 49 January, 2006 February, 2006 4.0 Customer Intelligence Context Diagram Outputs ProcessInputs Customer Intelligence Create & document Internal Rules Collect & document External Rules Write & impose Rules Save Rules in Customer datastore Customer Datastore Business Team creates internal rules Client & Manufacturer (if applicable) impose rules Client sets upper record limit

50 50 January, 2006 February, 2006 Level 5.0 Client Management 5. 5 Product Builder 5.3 Product Portfolio 5.0 Client Management 5.4 Sales Scripts 5.7 Client Contact Management 5.8 Customer Management 5.9 Billing 5.10 Adjustments 5. 6 Notes 5.11 Product Order History 5.12 Quality Control 5.2 Client Registration 5.1 Activity Management 5.13 Request For Quote 5.14 Production Calendar 5.15 News 5.16 Master Workflow Calendar

51 51 January, 2006 February, 2006 This functions allows Company XYZ personnel to service Clients. This is a standard series of customer service capabilities. Many of these functions are available to Clients in the Self Service function. 5.0 Client Management

52 52 January, 2006 February, 2006 5.1 Client Management Process Activities Management 5.1 MSR Requests My Activities page 5.1.1 MSR selects Activity User/role security 5.1.7 Activities Datastore Query 5.1.2 Calls 5.1.3 To Dos 5.1.4 Issues 5.1.6 Summary 5.1.5 Appointments 5.1 Sales assigns or reassigns Activity

53 53 January, 2006 February, 2006 This function allows the user to see all of their related activities. Activities are items that require action from the user. Activities include: — To Do tasks (actions, approvals,…) — Alerts the team to issues. — Management of Appointments and Calls. — Allows Management to populate news items of specific concern to the Team. — Tracks Telephone, Fax and Email tasks (tickler). — Management workload and Productivity requirements through the Summary function. 5.1 Client Management Activities Management Process

54 54 January, 2006 February, 2006 5.1 Activities Management Context Diagram Outputs ProcessInputs Activities Management Process Call Management To Do Management Issues Management Appointments Management Summary Report Activities Datastore Add, delete, modify records MSR opens, closes or reassigns an activity Manager assigns task, adds news item, reviews MSR Productivity, reviews SLA levels Display appropriate web pages

55 55 January, 2006 February, 2006 5.2 Client Management Process Registration 5.2.1 Accesses Portal; selects new Client 5.2.6 Security Deck datastore 5.2.2 Enter info; selects submit Save 5.2.3 System sends Admin. e-mail 2.1.1 New Client Request page 5.2.4 Admin validates Client, info, creates/modifies profile 5.2.5 System alerts Client, DMC & MSR 2.1.8 Contact Form 5.2.7 Accesses Contact Page for changes

56 56 January, 2006 February, 2006 For those Clients that choose not to self register, the PHQ team will have the functionality to register a Client. The registration process will capture information such as name, address, contact name, contact phone number, contact e-mail address. It will also allow the Client to upload a logo and map to their location if appropriate. 5.2 Client Management Client Registration Process

57 57 January, 2006 February, 2006 5.3 Client Management Product Portfolio Process 5.3.4 Display available and purchased Products 5.3.2 Client Datastore 5.3.3 Show Clients current Products 5.3.1 User enters home page

58 58 January, 2006 February, 2006 Company XYZ personnel can display the current Products for a Client. It will also display a list of Products that the Client could purchase. If the user selects a Product that the Client does not have, a sales script is displayed. Once the user has selected the Product, he will be able to purchase it for the Client. 5.3 Client Management Product Portfolio Process

59 59 January, 2006 February, 2006 5.3 Product Portfolio Context Diagram Outputs ProcessInputs Product Portfolio Query Product data store Display appropriate information based on user role Product Datastore Find appropriate records MSR requests Portfolio information in My Activities application Client requests Portfolio information on the Client Portal web site Display information

60 60 January, 2006 February, 2006 5.4 Client Management Process Sales Scripts 5.4.1 User Requests Client Information User/role security A Product Datastore 5.4.5 Display Program FAQ 5.4.4 Manager Writes & uploads FAQ 5.4.3 MSR accesses Product (Programs) List; selects one 5.4.2 Display Sell Me * info in First Client Screen * Sell Me Screen section contains all current Campaigns in which the selected Client is not enrolled Product Datastore B Client Datastore

61 61 January, 2006 February, 2006 The user can directly access the sales script from a menu or access it from the Product portfolio of a given Client. This is an internal, Sales Support process for MSRs, DMCs and Sales Managers. It enables management to provide the Sales Team with quick and easy-to-read information for use in explaining Campaigns to Clients. 5.4 Client Management Sales Scripts Process

62 62 January, 2006 February, 2006 5.4 Sales Scripts Context Diagram Outputs ProcessInputs Sales Script Process Order History with Current Campaigns Save FAQ Add, delete, modify FAQ records Order History Manager creates, modifies or deletes Program FAQ Display appropriate info pm web pages Product Datastore Product Datastore Client Datastore

63 63 January, 2006 February, 2006 Users can perform this function for Clients to create and/or customize Products (Campaigns & Programs). The System uses these choices, the template and associated Business Rules to create the mailers/emails/web pages for the job. Products may have the ability to be customized by a Client. If so, the template, variable elements and template rules contained in this function. The user will have a WSIWYG interface that will allow them to choose various elements. These elements can be dragged to different, predefined locations on the Product canvas. The template rules will determine what elements each location can contain. Once the Client has a look and feel that they like, they can save the template and execute the Product. This function will also allow the Client to determine the selection criteria for the piece. This may include financial or numerical caps to limit the customers costs. Once the user completes these tasks, he can forward to the Client for approval the execution. This approval will trigger the fulfillment process. 5.5 Client Management Product Builder Process

64 64 January, 2006 February, 2006 5.6 Client Management Process Notes Process 5.6.2 Client Contact Note 5.6.9 Activity Datastore 5.6.1 What is Note associated with? 5.6 Sales gathers/creates Client Note 5.6.8 Add note, System associate note appropriately Save Note 5.6.3 Activity Note: 5.6.4 Activity Reassignment Note 5.6.6 Enrollment Note Display Note on appropriate page

65 65 January, 2006 February, 2006 5.6 Client Management Process Notes Process MSRs, DMCs and Managers write notes in appropriate areas of the workflow and customer service. Notes are a free form area that can contain any type of information.

66 66 January, 2006 February, 2006 This function will allow a user can display a Clients customer records. It also has the ability remove a customer from a list. This is the Client’s means of determining which Customer records can be included in a Campaign or Program. This function is identical to the self service function. 5.7 Client Management Customer Contact Management Process

67 67 January, 2006 February, 2006 This function is allows users to create and maintain Client information. This can include information about the Client or the Clients personnel. This function is directly available to the Client through the self service portal. 5.8 Client Management Customer Management Process

68 68 January, 2006 February, 2006 5.9 Client Management Process Billing 5.9.1 Fulfillment runs, tracks & saves count for items (mailers, e-mails, calls, etc) User/role security 5.9.2 Send data to Company XYZ Marketing Billing Application Client Datastore Report Data A Customer Datastore

69 69 January, 2006 February, 2006 This process performs the invoicing function for the Company XYZ services. Billing can be a charge back to the Local Marketing Group or OEM. If the invoice is for a Campaign it may be directly billed to the Client. 5.9 Client Management Billing Process

70 70 January, 2006 February, 2006 5.9 Billing Context Diagram Outputs ProcessInputs Production Run Tracking Save Data Customer Datastore Client Datastore Customer Datastore Client Datastore Data sent to Company XYZ Billing App Billing Process Associate Customer record count, Type and other appropriate information on Production run with Client Record Save information With proper request, send data to billing app Modify Note Save data until purged

71 71 January, 2006 February, 2006 5.10 Client Management Adjustments Process 5.10 Client Requests adjustment 5.10.4 Re-send Production run. Go To 8.0 Fulfillment 5.10.3 Extend Client’s Program 5.10.1 Verify Error Financial & Client Datastore Invalid End Process 5.10.2 Choose Mitigation 5.10.5 Create and Save Credit Memo Client Datastore Save remedy information Save mitigation information

72 72 January, 2006 February, 2006 5.10 Client Management Process Adjustments In the event of a billing or Production error the Client may entitled to a credit adjustment. Billing errors can also create a debit adjustment. In either case the Clients records are adjusted accordingly and passed on the financial system.

73 73 January, 2006 February, 2006 5.10 Adjustments Context Diagram Outputs ProcessInputs Adjustments Process Create Credit Memo Return to Production Dealer complains To MSR Add, delete, modify records MSR enters information or creates note Financial & Client Datastore

74 74 January, 2006 February, 2006 5.11 Client Management Order History Process 5.11 Request Client record 5.11.4 Display Current & History Campaigns 5.11.3 Display Current Programs 5.11.2 Company XYZ or Client request? Compa ny XYZ Client 5.11.1 Client & Product Datastores

75 75 January, 2006 February, 2006 5.11 Client Management Process Order History This function allows the user to view the entire order history for a given Client. All pertinent order information is displayed.

76 76 January, 2006 February, 2006 5.11 Order History Process Context Diagram Outputs ProcessInputs Client Datastore Query records MSR enters information Store Record Lookup Page Company XYZ Results Page Client Results Page Product Data store

77 77 January, 2006 February, 2006 5.12 Client Management Quality Control Process 5.12 Job Prepared 5.12.4 For Print/E-mail: Review Seeded Mailers Yes Client & Product Datastores 5.12.1 Check piece/web page review, 5.12.2 Meet Requirements? 5.12.5 External Remedies No 5.12.4 Signoffs

78 78 January, 2006 February, 2006 5.12 Client Management Process Quality Control Process This process enforces the job requirements as well as Program/Campaign standards to insure quality presentation to the Customer. Production or the Third Party Vendor will produce sampled Print and E-Mail pieces or review Telephone Script/Response web pages from actual data, using the job’s template, data and general business rules. The appropriate parties must then sign off on the samples prior to running the actual job. The System will save the signoffs. Company XYZ will also review the actual mail/e-mail pieces by ‘seeding’ samples sent to Company XYZ and other addresses to help validate the job being performed. The System will save reported reviews of these ‘seeded’ materials as required.

79 79 January, 2006 February, 2006 5.12 Quality Control Process Context Diagram Outputs ProcessInputs Quality Control Process Review pre- Production check pieces or web pages Save signoff info Save post Production QC info Product Datastore Print job samples E-mail job samples Web Pages

80 80 January, 2006 February, 2006 5.13 Client Management Request For Quote 5.13 Client requests price quote Yes 5.13.1 Gather requirements, submit to System 5.13.2 Requirements match previous? 5.13.3 Calculate and display options & adjust- ments. No Product & Template datastores Order History &Finance Datastore Pricing adjustment option page Options page

81 81 January, 2006 February, 2006 5.13 Client Management Process Request for Quote This process allows Company XYZ Sales personnel to compare a Client’s proposed new requirements against previously performed Campaigns or pre-defined paper sizes, cost and adjust the cost of the quotation (if, for raw materials and postage prices fluctuate for example). The Client can request the quotation through My Products Builder (web), by phone contact or through face-to-face meeting. Quotation delivery can be performed verbally, by e-mail or by PDF. This function will only be accessible to appropriate Company XYZ Team Members.

82 82 January, 2006 February, 2006 5.13 Request for Quote Context Diagram Outputs ProcessInputs Request for Quotation Compare requirements with Historical jobs, costs, lists and paper sizes If match, allow adjustment If no match, select appropriate new job options Client job requirements Product & Template datastores Order History & Finance Datastore Adjustment or Options by Company XYZ Team Member Deliver Price Quotation

83 83 January, 2006 February, 2006 5.14 Client Management Production Calendar 5.14 Job scheduled or modified Production Calendar Datastore 5.14.1System queries Production scheduler 5.14.3 Recalculate Campaign/Program schedules No 5.14.3 Alert Team Members: E-mail, Activity 5.14.2 Production Schedule change? Yes Display new Production Calendar

84 84 January, 2006 February, 2006 5.14 Client Management Process Production Calendar This function displays the Production Calendar (internal or Company XYZ Letter Shop) by accessing the Company XYZ Production Department’s System regularly. Company XYZ end- users will be able to view the entire calendar (Master Calendar), jobs associated with the end user or as required using appropriate filtering parameters. On a Production Department Change (Addition, Modification or Deletion), the System will recalculate the Master Calendar and issue e-mail alerts to impacted Team Members. The System will also post an Activity to all the impacted Team Members’ individual My Activities home pages.

85 85 January, 2006 February, 2006 5.14 Production Calendar Context Diagram Outputs ProcessInputs Production Calendar Process On Calendar change, recalculate Master Calendar On recalculation, alert Team Members whose Campaigns/Programs are altered by the change Production Calendar Datastore Production Schedule Display change On My Activities Display Production Calendar

86 86 January, 2006 February, 2006 5.15 Client Management News 5.15 Team Member creates News Item for Client Or Team 15.15.2 News Repository; Add ID; Save item 5.15.1 System Spell checks item; Creates HTML links as appropriate 5.15.3 Client or Team Member accesses Homepage 5.14.3 System creates cookie, rotates items five displays/ refresh 5.15.4 Refresh or return to Homepage On expiration date, purge Item

87 87 January, 2006 February, 2006 5.15 Client Management Process News This function displays News Items created by the non-technical Company XYZ Business Team for display on a Team Member or Client Home Page. Program/Campaign Announcements, Sales opportunities, OEM/Coop Funding news and the like will rotate five items per page access or refresh. Each News Item is defined as two lines of text at xx characters per line. The System will automatically spell check and create link HTML tags from appropriate text (i.e. the news writer need not know HTML to create hyperlinks). On Expiration Date, System will delete News Item

88 88 January, 2006 February, 2006 5.15 News Context Diagram Outputs ProcessInputs News Process On creation, spell check, assign ID, create html link tags & save item On Client access, create or read cookie to determine which group of active items to display. On Expiration Date, delete item News Item Repository News writer creates News Item, adds Start and End dates Display News Item

89 89 January, 2006 February, 2006 5.16 Client Management Master Workflow Calendar (Status & Service Levels) 5.16 System detects workflow start or change 15.16.4 Save in Master Workflow Calendar Repository 5.16.1 Create E-mail, Activity or Note per Rule 5.16.3 Apply Service Level Aging and Response Rules Add, Modify or Delete Registration or Enrollment Production Schedule Change Third Party Vendor E-mail to System Client e-mail to MSR/DMC via the System Service Level Alert issued 5.16.2 Create/ Modify & Publish Master Work Calendar Allow Role- based views of Calendar

90 90 January, 2006 February, 2006 5.16 Client Management Process Master Workflow Calendar (Status & Service Levels) This function tracks all defined workflow activities, triggers aging Service Levels, triggers automated alerting/Activity/To Do Listings and displays Status and Calendars appropriate to the end user’s role.

91 91 January, 2006 February, 2006 5.16 Master Workflow Calendar (Status & Service Levels) Context Diagram Outputs ProcessInputs Master Calendar Process Capture Workflows Capture internal & external Event triggers Set & Age Service Levels Display Status, Master Calendar Views Send E-mail & Activity Assignments per Service Level Administer SLAs & Alerting functions Display Calendar Add, Modify or Delete Registration or Enrollment, RFQ, Data Agreement, etc. Production Schedule Change Third Party Vendor E-mail to System Client e-mail to MSR/DMC via the System Service Level Alert issued Send Alert E-mails Create & Print appropriate Reports Create To Do & Activities

92 92 January, 2006 February, 2006 6.0 User Administration Level 6.0 User Administration Process

93 93 January, 2006 February, 2006 6.0 User Administration Process Save information 6.0.2 Security Datastore 6.0.1 Create, modify or delete user profile 6.0.4 Send user login, send Sales e- mail 6.0 Request for access, modification or deletion Roles: SysAdmin Company XYZ Manager MSR DMC Print Production Client (see 2.1 Registration)2.1 Registration 6.03 New Client User or deletion? Yes 6.0.6 Replicate changes, apply changes 6.0.7 Send modification e- mail to user No

94 94 January, 2006 February, 2006 This is the process used to register new System users, secure log ins, alert MSRs and DMCs of creation and deletion of Client profiles and enforce role-based security. 6.0 User Administration

95 95 January, 2006 February, 2006 6.0 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 Security Datastore Add, delete, modify user records System Administrator enters user information, changes existing Profile or deletes existing user User Requests access to System, Profile change or is no longer eligible to use the System Enforce role-based security User, Sales Team notification

96 96 January, 2006 February, 2006 7.0 Reporting 7.1 Management Reports 7.2 Sales Reports 7.3 Client Reports Level 7.0 Reporting

97 97 January, 2006 February, 2006 Level 7.0 Reporting Process 7.0.3 Valid Request? No 7.02 Security Datastore 7.0.1 Check user account 7.0.6 Create, display file, offer save/print. Yes 7.0.5 Required Datastore 7.0 User requests report 7.0.4 Display error 7.0.5 Reporting Tool (if required)

98 98 January, 2006 February, 2006 This process creates, regulates delivery, displays, saves and prints reports. 7.0 Reporting

99 99 January, 2006 February, 2006 7.0 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 Required Datastore Add, delete, modify user records User Requests pre-defined report, enters required filter, sorting detail Enforce role- based security Report

100 100 January, 2006 February, 2006 8.0 Fulfillment 8.1 Print 8.2 E-mail 8.3 Telephone 8.4 Other Dist. Channels 8.0 Fulfillment Process

101 101 January, 2006 February, 2006 8.0 Fulfillment Process 8.0 Job Created 8.0.5 Go to 8.4 Other Channels 8.01 Distribution Channel? 8.0.4 Go to 8.3 Telephone Print 8.02 Go to 8.1 Print 8.0.3 Go to 8.2 Email TelephoneOther 8.06 Client Datastore External to System Track distribution count/Client, save to Client Record for Billing

102 102 January, 2006 February, 2006 8.0 Fulfillment Process This process acts as a ‘traffic cop’ to determine and trigger appropriate work flows and rules for the selected Distribution Channel. The process includes a tracking function for Customer Count/Client for Billing.

103 103 January, 2006 February, 2006 8.1 Fulfillment Process Print Process 8.1 Mailer print Jobs required 8.1.2 In House size or below? No 8.1.3 Ops able to schedule? Yes No 8.1.4 Company XYZ Ops accesses system; prepares printer 8.1.8 System sends data and template to RIP, prints job Financial datastore Save fulfillment records Yes 8.1.5 Template datastore System selects required Template 8.1.9 Company XYZ Signoff Vendor prints, Mails, provides Fulfillment data Client/Financial datastore Save fulfillment records 8.1.8 Send information to Vendor Vendor process Client datastore 8.1.6 Customer datastore Generate mailing list per 8.1.1 8.1.1 Determine Job Size

104 104 January, 2006 February, 2006 This process selects the print mode, Customer records, populates the template fields/coupons/graphics/text, prints the job and creates fulfillment validation for the Client. This process determines if the print job will be performed in- house or by a third party vendor based on: — Number of pieces to be printed — In-House technical capabilities — In-House Operations schedule — Vendor price, availability and expertise If a third party vendor prints the job, this process manages that sub-process. 8.1 Fulfillment Process Printing Process

105 105 January, 2006 February, 2006 8.1 Printing Process Context Diagram Outputs ProcessInputs Printing Fulfillment Process Determine In-house or Vendor Provide data Provide template Apply rules Run print job Mail items Validate mailing & print job Provide appropriate Report(s) Client/Financials Datastore Print job Reports/Billing Provide & save information for and about print job Print Job Trigger Mail Job

106 106 January, 2006 February, 2006 8.2 Fulfillment Process E-mail Process 8.2 E-Mail Job trigger 8.2.2 In House size or below? No Yes 8.2.3 System a accesses E-mailer Module 8.2.8 Populate template & use Client e-mail list Save fulfillment records 8.2.4 Template datastore System selects required Template 8.2.7 Company XYZ Signoff Vendor populates and e-mails, sends Fulfillment data Client/Financial datastore Save fulfillment records 8.2.6 Send data, requirements Vendor process 8.2.5 Customer datastore Generate mailing list per 8.2.1 Financial datastore Client datastore 8.2.1 Determine Job Size

107 107 January, 2006 February, 2006 This process selects e-mail mode, Customer records, populates the template fields/coupons/graphics/text, sends the e-mail and creates fulfillment validation for the Client. This process determines if the job will be performed in-house or by a third party vendor based on: — Number of pieces — In-House technical capabilities — In-House Operations schedule — Vendor price, availability and expertise If a third party vendor e-mails the job, this process manages that sub-process. 8.2 Fulfillment Process E-Mail Process

108 108 January, 2006 February, 2006 8.2 E-Mail Process Context Diagram Outputs ProcessInputs E-mail Fulfillment Process Determine In-house or Vendor Provide data Provide template Apply rules Run email job E-mail items Validate mailing Provide appropriate Report(s) Client/Financials Datastore Email job Reports/Billing Provide & save information for and about print job Job Trigger

109 109 January, 2006 February, 2006 8.3 Fulfillment Process Telephone Process 8.3 Telemarketing Jobs required 8.3.2 In House size or below? No 8.3.3 Able to schedule? Yes No 8.3.5 Run job to call center, enable response web pages Customer/Client datastore Yes System selects required scripts & response pages 8.3.7 Company XYZ Signoff Vendor prints, Mails, provides Fulfillment data Client/Financial datastore Save fulfillment records 8.4.6 Company XYZ sends Data, requirements, Template to Vendor Vendor process Save fulfillment records 8.3.4 Template/Product datastore 8.3.5 Customer datastore Generate call list per 8.3.1 Financial datastore Client datastore Save Response 8.2.1 Determine Job Size

110 110 January, 2006 February, 2006 This process selects the telephone Campaign mode, Customer records, populates response web pages and creates fulfillment validation for the Client. This process determines if the print job will be performed in-house or by a third party vendor based on: — Number of pieces to be printed — In-House technical capabilities — In-House Operations schedule — Vendor price, availability and expertise If a third party vendor prints the job, this process manages that sub-process. The System will populate and enable response web pages (for Call Center agents) with coupons and fields defined by Rules and Client’s selections at Campaign time, monitor and record Customer responses and save validation records in Client & Financials datastore. 8.3 Fulfillment Process Telephone Process

111 111 January, 2006 February, 2006 8.3 Telephone Process Context Diagram Outputs ProcessInputs Telephone Fulfillment Process Determine In-house or Vendor Select/provide data Provide script & response pages Apply all rules Validate job Provide appropriate Report(s) and save count/Client information for billing Perform job Reports/Billing Response Web pages Job Trigger Save responses Client//Customer Datastore

112 112 January, 2006 February, 2006 8.4 Fulfillment Process Other Distribution Channels Process 8.4 Non Print, E-mail, Telephone channel identified 8.4.1 To be Determined

113 113 January, 2006 February, 2006 To be determined when identified. 8.4 Fulfillment Process Other Distribution Channels Process

114 114 January, 2006 February, 2006 8.4 Other Distribution Channel Process Context Diagram Outputs ProcessInputs Fulfillment Process Job Trigger


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