1 january, 2006 company xyz logo 1 new product platform functional decomposition: as is state
TRANSCRIPT
1January, 2006 January, 2006
Company XYZ Logo
1
New Product PlatformFunctional Decomposition: As Is State
2January, 2006 January, 2006
High Level Functional Decomposition – As Is
Corp. Accounting
7.0 Fulfillment
7.1In-house
7.2 Vendor
4.0 Reporting
2.0 Operations
2.1Activity
Management
2.4 Enrollment
2.3 SalesScripts
2.2 Sell Me List
1.0 Client Management
1.1 Administration
1.2 Contact
Management
1.4Adjustments
& Notes
1.3 Order History
Existing Application
3.0 User Admin
5.0 Data Vendor
5.1Business
Rule Management
5.2 OEM Rules
5.3 FulfillmentPreparation
5.4 Reporting
5.5 Client/Customer
Management
5.6 Billing
Data Vendor
ClientManagement
GatherData
OEM
6.0 Template Mgt.
6.1Creation
6.2Template
Rules
3January, 2006 January, 2006
Level 1.0 Client Management
1.0 Client Management
1.1 Administration
1.2 Contact
Management
1.4Adjustments
& Notes
1.3 Order History
4January, 2006 January, 2006
1.0 Client Management process
1.0 Sales accesses application
Sales selectsdesired function
1.4Adjustments
& Notes
1.3 Order History
1.2 Contact
Management
1.1 Administration
5January, 2006 January, 2006
This function creates, modifies and maintains Client information:
1.1 - Administration
1.2 - Contacts
1.3 - Order History
1.4 - Adjustments
1.4 - 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 ManagementClient Management process
6January, 2006 January, 2006
1.1 Client Administration process
1.1RegistrationRequest
1.1.2 Gather Client information
1.1.3 Identify Client Contacts
1.1.4 Find & ModifyClient Record
1.1.1 Add,Modify,
Delete ClientAdd
Delete
Delete Client
Save ModifiedClient record
Add ClientRecord
Modify
7January, 2006 January, 2006
1.1 Client ManagementAdministration 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 <proprietary website>, 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 3rd Party Data Vendor for inclusion in its regular Client data pulls.
8January, 2006 January, 2006
OutputsprocessInputs
Client Administration
process
•Add Client•Delete Client•Modify Client
information
1.1 Client Administration processContext Diagram
Client faxed forms
To Sales
SystemDatastore
Add, delete, modify records
Sales enters information gathered
In 2.4 Enrollment Send Data
to Vendor
9January, 2006 January, 2006
1.2 Contact Management process
1.2 SalesGathers ClientContact info.
2.0 Operations
1.2.1Sales addsnew or deletes/modifies existing Contact*
1.2.1 System Datastore
* Performed in 2.1 Activities Management
10January, 2006 January, 2006
1.2 Client Management processContact 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, Email, 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.
11January, 2006 January, 2006
1.2 Contact Management processContext Diagram
OutputsprocessInputs
ContactAdministration
process
•Add Contact•Delete Contact•Modify Contact
information
Client faxed forms
To Sales
SystemDatastore
Add, delete, modify records
Sales enters information
12January, 2006 January, 2006
1.3 Order History process
1.3 Sales orClient requestClient record
1.3.3 Display Current & History Campaigns
1.3.2 Display Current Campaigns
1.3.2 Sales or
Client request?
Sales
Client
1.3.1 SelectOrder History
13January, 2006 January, 2006
1.3 Client Management processOrder 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 <proprietary website> after sucessful Client login.
14January, 2006 January, 2006
1.3 Order History processContext Diagram
OutputsprocessInputs
SystemDatastore
Query records
Sales enters information
Store Record
Lookup Page
SalesResults Page
/ClientResults Page
3rd Party
Data store
15January, 2006 January, 2006
1.4 Adjustments & Notes process
1.4 ClientRequestsadjustment
1.4.4Corporate accounting
1.4.3 Salescreates CreditMemo Request
1.4.1 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 NoteSave Note
*-Note information can conVendorrn anything about the Client
valid
1.4.5OEM Accounting credits account
16January, 2006 January, 2006
1.4 Client Management processAdjustments & 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 3rd 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.
17January, 2006 January, 2006
1.4 Adjustments & Notes processContext Diagram
OutputsprocessInputs
Adjustmentsprocess
• Create Credit Memo Request form
• Client Notes process
Client complainsTo Sales
FinancialData store
Add, delete, modify records
Sales enters information and/or
creates note
SystemDatastore Save/Modify
Note
Display Note
Sales Team Management Reviews and
forwards form to 3rd Party Vendor
18January, 2006 January, 2006
Level 2.0 System Operations
2.0 System Operations
2.1Activity
Management
2.4 Enrollment
2.3 SalesScripts
2.2 Sell Me List
19January, 2006 January, 2006
Sales selectsdesired 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 desiredfunction
2.0 System Operations process
20January, 2006 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 OperationsSystem Operations process
21January, 2006 January, 2006
2.1 System Operations process Activities Management
2.1 Sales Opens My Activities page
2.1.1 Sales selects
Activity
2.1.7 System Datastore
2.1.2 process Calls
2.1.3 processTo Dos(Action Items)
2.1.4 process Issues
2.1.6 ManagementReporting
2.1.5processAppointments
2.1 Sales/Manager assigns or reassigns Activity
22January, 2006 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 Email tasks (tickler).— Management Reporting.
2.1 System OperationsActivities Management process
23January, 2006 January, 2006
2.1 Activities ManagementContext Diagram
OutputsprocessInputs
Activities Management
process
• Call Management• To Do Management• Issues Management
• Appointments • Management
• Summary Report
SystemDatastore
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
24January, 2006 January, 2006
2.2 System Operations process Sell Me List
2.2 User requestsProducts List 2.2.1 System
DatastoreOrder History
2.2.3 Displayavailable Campaigns &Programs
* Sell Me Screen section contains all current Campaigns in which the selected Client is Not enrolled
25January, 2006 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 OperationsSell Me List process
26January, 2006 January, 2006
2.2 Campaign PortfolioContext Diagram
OutputsprocessInputs
Campaign Portfolioprocess
•Query System data store
• Display currently available programs
and campaigns
SystemDatastore
Find appropriate records
Sales requests Portfolio
information in Activities
application
Client requests Portfolio information in
<proprietary website> site.
Display
information
27January, 2006 January, 2006
2.3 System Operations process Sales Scripts
2.3 Sales Requests ClientInformation
2.3.1 System Datastore
2.3.4 Display Program FAQ
2.3.5 ManagerWrites & uploads FAQ
2.3.3 Sales accesses Programs List; selects one
2.3.2 Display Sell Me info inFirst Client Screen
2.3.1 System Datastore
28January, 2006 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 OperationsSales Scripts process
29January, 2006 January, 2006
2.3 Sales ScriptsContext Diagram
OutputsprocessInputs
Sales Scriptprocess
• Order History withCurrent Campaigns• Save Sales Script
System
Datastore
Add, delete, modify FAQ records
Order History
Manager creates, modifies or deletes
Program FAQDisplay
appropriate info
pm
web pages
System
Datastore
30January, 2006 January, 2006
2.4 System Operations process Enrollment
2.4 Client requests enrollment by Fax or contact 2.4.1 New
Client?
Yes
2.4.3 System Datastore
2.4.5 Display Enrollment Form; edit* or create
2.4.6 Sales fills or edits on line and paper form
2.4.2 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
2.4.7 System Datastore
No
2.4.7 Administrator
verifies and submits
paper/on-line forms,
archives paper form
31January, 2006 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 OperationsEnrollment process
32January, 2006 January, 2006
2.4 Enrollment processContext Diagram
OutputsprocessInputs
Enrollmentprocess
•Create Client recordfor 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
33January, 2006 January, 2006
3.0 User Admin
Level 3.0 User Admin
34January, 2006 January, 2006
3.0.2 System Datastore
3.0.1 System Admin. enters role, user ID and password
3.0.3 System sends new user log in information
3.0 Request for acess to System or modify existing user
Level 3.0 User Admin process
35January, 2006 January, 2006
This process creates, modifies and deletes new System users, secures log ins and enforVendor role-based security.
3.0 User Administration
36January, 2006 January, 2006
3.0 User AdministrationContext Diagram
OutputsprocessInputs
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
37January, 2006 January, 2006
4.0 Reporting
Level 4.0 Reporting
38January, 2006 January, 2006
4.0 Reporting process
4.0.3 Valid
Request?
No
4.02 System DatastoreUser table
4.0.1 Check user account
4.0.5 Generate, display file, offer save/print.
Yes 4.05 System Datastore
4.0 User requests report
4.0.4 Display error message, for end user confirmation
39January, 2006 January, 2006
This process regulates report delivery, generation, display, save and print.
4.0 Reporting
40January, 2006 January, 2006
4.0 ReportingContext Diagram
OutputsprocessInputs
Reportingprocess
•Validate user access to report•Pull data
•Sort, filter as definedin report
•Display report•Allow save or print
as defined
SystemDatastore
Add, delete, modify user records
User Requests pre-defined report, enters
required filter, sorting detail End user role-based security
Report
41January, 2006 January, 2006
Level 5.0 Campbell Ewald (Vendor) process
5.0 Vendor
5.1Business
Rule Management
5.2 OEM Rules
5.3 FulfillmentPreparation
5.4 Reporting
5.5 Client/Customer
Management
5.6 Billing
42January, 2006 January, 2006
5.0 Vendor process
Sales selectsdesired Vendor
function
Go to 5.1 Business Rule
Management
Go to 5.2 OEM Business Rule
Management
Go to 5.4 VendorReporting
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
43January, 2006 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
44January, 2006 January, 2006
Level 6.0 Template Management
6.0 Template Mgt.
6.1Creation
6.2Template
Rules
45January, 2006 January, 2006
6.0 Template Management process
6.0 New mailing product required orchange to existingproduct
6.2 Create Template Rules
6.1 Create Template System
Datastore
46January, 2006 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 processTemplate Management Process
47January, 2006 January, 2006
6.0 Template Management process Context Diagram
OutputsprocessInputs
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
48January, 2006 January, 2006
Level 7.0 Fulfillment
7.0 Fulfillment
7.1In-house
7.2 Vendor
49January, 2006 January, 2006
7.0 Fulfillment process
7.0.2.1
In House size or
below?
No
7.0.2.1
Ops able to
schedule?
Yes
No
7.0 Mailer printjobs required.
7.0.1 DetermineJob Size
7.2 Go to Vendor 7.0.3 Go to 4.0Reporting
7.0.3 Go to In-HouseYes
50January, 2006 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
51January, 2006 January, 2006
7.0 Fulfillment process Context Diagram
OutputsprocessInputs
Fulfillmentprocess
• Determine In-house orVendor
•Provide data•Provide template
•Apply all rules•Run print job
•Mail items•Validate mailing•Validate print job
•Provide appropriateReport(s)
System
Datastore
Print job
Reports
Provide & save information for and about print job
Print Job Trigger
Mail Job
52January, 2006 January, 2006
Level 7.1 Fulfillment process In-House (Company XYZ ) process
7.1 Company XYZ OpsPrepares print job
7.1.1 Creative issues templategraphics & form design
Systemdatastore
7.1.2 Ops accesses data& template (RIP),prints job
53January, 2006 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 processIn House Fulfillment process
54January, 2006 January, 2006
7.1 In-House (Company XYZ ) Fulfillment Context Diagram
OutputsprocessInputs
Company XYZ Fulfillment
process
• Merge template, data, Form and
graphics in RIP
•Populate & print accordingto rules
• Mail product(s)•Generate and save
validitydata
Creative Template, graphics and form
Business Rule selected data
System
Datastore
Print job
Reports
Provide & save information for and about print job
Mail Job
55January, 2006 January, 2006
Level 7.2 Fulfillment process Vendor process
7.1 Company X sendsData, requirements, Template to Vendor
7.1.1 SignoffVendor prints,Mails, providesFulfillment data
Vendor process System
datastore
Save
fulfillment
records
Create
check piecesr
7.1.2 QCsthrough seededrecords
56January, 2006 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 processVendor Fulfillment process
57January, 2006 January, 2006
7.2 Vendor Fulfillment Context Diagram
OutputsprocessInputs
VendorFulfillment
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