Sub-Process Level 3 Sales Business Services Value and Requirements

10Jan12

Business Value

Value Internal Perspective and Quality to Measure your value case

1. Prevent risk in order to align with your customers expectations.
2. Better Cost or Margin in well planned supplier chain decisions
3. Better logistics cost or options with slower or standard services
4. Fewer  duplicate entries
5. Better Quality
6. Better Visibility
7. Better recovery and less opportunity for data loss.
8. Most importantly your sales people will be in the field closing more deals for your customers.

Application logic

The IT to worker bundle all services have the following sequence to delivery.

Technical service delivery workflow

Services delivery model for workers for any internal service.

Recovery Time Objective for all Critical Services

Reverse or Re-engineering

A business Service delivery model

1. A worker makes a service call;
   1. Do not allow workers to select options that force restarts at any point.
      1. Require workers to ask for exception
      2. Monitor this feature usage to ensure appropriate configuration
         1. Many exceptions indicate the exception was delivered and the rule must be delivered.
   1. Warn me when I start to go into the wrong offers if I am not going to be paid or the country has restrictions
   1. You have fewer decisions and an adjacent possibility interaction versus figure it all out on my own every time
      1. hit and miss in every decision.
      2. restart with every support process
2. Automation use the time I start reporting to my manager-POST BANT – Change from opportunity to forecast;
   1. The first conversation when opportunity graduates to forecast
      1. Start Forecast process immediately publishes to the supporting processes documents
         1. work file in quote and pricing -Quote Approval at header
         2. work file in order management-sales order >booking>fair market value
         3. work file in supply chain >Sales RFQ for goods/services>converts to Purchase Requisition > Purchase Order-Fast Lane
         4. work file in sales project >#3 process+WBS>Resource Forecast>RFQ>Purchase Requisition > Purchase Order >Project Expense-Slow and Middle lanes
         5. work file in install base > contact center
         6. work file in service contract or work breakdown structure
   2. knowing that the name of the document changes but header remains the same.
   3. Ensures my customers response will be as we discussed so my approvals from internal people will be done by the time the customer responds.
   4. My customer has a drop dead date-I will indicate if the customers hoping for better.  Otherwise you are given more time than we agreed and you not have me escalating at the last minute.
      1. Pro-active support
      2. Remove fire-drills and missed expectations
3. Automation uses the rule supplied by a highly skilled resource, this enables connectivity across process functional stakeholders and technology must be designed for this purpose or lower quality solutions are being delivered.
4. Automation of your process outputs supplies the operational information which to base “Run the BusinessDecisions”.
   1. Ideally to your quality metrics for customer quality as the basis for customer quality metrics.
   2. Your run the business operational information MUST be retained and recoverable to zero data loss to reduce your risk in resilience.
5. By publishing the header of the CRMOpportunity Management records,  you are automating the header detail across business process vertically in the workflow sequence.
   1. The electronic record name changes the information derived from the transaction entry at the customer conversation MUST not ever change or the risk will introduce conflicts for the customer expectations.
   2. This allows your sales and customer service levels agreed upon by supporting processes over the life of the electronic records and across functions we attain the requirement end to end.
   3. This aligns sales entries for relevance to the fact that this phase must be registered and used in quoting, ordering and commission crediting.

People Motivation-Stakeholder Generic Observations

The inputs from this process and value stream includes the underlying motivational factors.

1. Automation occurs when a technology solutions are designed to get the most value with information at the right time.
   1. Logically grouping the business process flow at the higher level allows the lower levels to map to them.
      1. Chris Taylor a BPM expert writes a great article on this subject.
         1. The views expressed in the point of view are not associated to Chris Taylor nor has he agreed to any relationship with his article.  Unknowing he inspired my point of view of HOW to get where he describes.
   2.  Technology was selected by a business person based on the environmental and best case conditions.
   3. readiness to meet various requirements.
      1. Tools don’t supply governance designs of information to scenario will if used as designed
         1. Out of the box – without customization – best design according to industry use for many companies to purchase
            1. Tradeoff when you venture outside this to customize-future patches-accountability for the supplier of the software
            2. You broke the seal-they become your consultant outside the contract for maintenance and repair
            3. You may not have the support anymore-you already paid and they get to keep the money
            4. Next year the rate doubles
            5. Any change requires the complete cost from the vendor
            6. Skills must be relearned-programming and developers aren’t very good about picking up someone else custom work
   4. Implement the 3rd party solution-Requirements were already given based on the features out of the box
      1. How can I tell if it went well for user testing everything is new and I don’t know this new sequence?
         1. Enter values in your test scripts or the actual application
         2. Look for your inputs on the application canned reports
         3. Don’t worry about format or the way it looked before (that’s next priority)
         4. Logic was designed for the current best approaches (If you did your requirements check well)
            1. business requirements based on features used broadly across many industries.
            2. Few companies build software for only one customer.

Related articles

• Converting To A New Kind Of Quality (forbes.com)
• Automated Sales Management Could Be a Reality Soon (frontofficebox.com)
• CRM Outsiders (crmoutsiders.com)
• Business Process Level 2 (enterprisebusinessdata.wordpress.com)
• Use Case Scenario for EA and BA – Value in a (5) capability modeled for the real world (enterprisebusinessdata.wordpress.com)
• Companies Get Automated With Productivity Tools Like Business Process Automation And Dashboards In New Version Of Document Locator Document Management System. (prweb.com)

Filed under: Customer, Hardware Components, Intangible Components, Operational Reference Architecture - Sub-Process Level 3 - Sales, Service Components, Software Components, Strategies, Tangible Components, Technology Market Segment   |  2 Comments
Tags: Automation, Business, Business process, Customer Management, Customer relationship management, Purchase order, Request for quotation