tess overseas private limited #116, railway parallel road, kumara park west, bangalore, india –...
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TESS Overseas Private Limited#116, Railway Parallel Road,
Kumara Park West, Bangalore,
India – 560020www.tessoverseas.com
Welcome to TESS Overseas
BUSINESS PROCESSES MODELING CASE STUDY
ON-LINE CATALOG UPDATION
Vishal Sharma
Objective
• Marketing Programs of ABC Inc. at ABC Inc. wishes to outsource its work related to product and e-catalog content with consistent and current website product content and images to ABC India for supporting the day to day On line marketing content updating functions
• This refers to the following:– Product Content Updates: Manage and execute all Online Submission Forms (OSF) requests for
product page content updates. Retrieve appointed materials placed in submission (images, copy, skus, pdfs, etc.) and use the Content Management System (CMS) to update the appropriate products.
– Product Update Review and Tracking: Review updates on a staging server for consistency, report on completion and track all requests.
– Populate E-Catalog Emails: Create and populate e-catalog emails using provided templates while maintaining the email templates consistent look, feel and message
– Reporting status by emails to Cat Managers, online marketing specialist and manager and Merchandising function
– Preparing reports and metrics and confirm to SLA as desired from time to time by Corp. Process owner
Problems faced by users
Unanswered Questions:
• Functional :What is going to be done • Strategic : Why is the process required• Business & operational Risks – how are they being covered• Behavioural : When & How • Organizational : where it will be done
• who is going to do it• Informational : Its structure and the relationships among them• Problems: How does the process solve existing problems
including functional • Other issues like Training new users
Modeling : New Environment
Benefits of Business Process Modeling:
• Align Operations with Business Strategy– Link organizational strategy to well-defined business processes – Align business execution and operation activity with strategy– Business Process Improvements– Enable Process ownership
Benefits of Business Process Modeling:
• Increase Control and Consistency– Formalize existing processes which may not be well documented or which
have evolved over time into "informal knowledge“– Execute process in consistent manner because instead of relying on
people to remember to do the right thing the documented process can be given to the business users
– Make better decisions because guesswork is eliminated as business users can have the documented business rules in front of them
– Handle exceptions faster and in a better way– Complete regulatory compliance by ensuring that the documented
processes follow the company guidelines and legal regulations– Put business people in charge– Support compliance initiatives such as Six Sigma, ISO 9000, ISO 27001 and
other legal compliances
Benefits of Business Process Modeling:
• Improve Operational Efficiencies– helps managers with further improvements– It increases productivity of existing resources and staff and so allows the
team to do more with less– It facilitates training of new users and encourages exchange of process
improvement ideas– It encourages a mind-set of continually optimizing business critical
processes to incrementally improve operational efficiencies
Benefits of Business Process Modeling:
• Gain Competitive Advantage– Studies of many successful companies has often shown that their success
was not due to better ideas or better business models but because they invested significantly in business process modelling to constantly refine and improve their processes
– A slight improvement in one activity here and another one there leads to an overall better process and as that process is executed repeatedly in the day-to-day running of the business it makes an organization much more efficient and better than its competitors
– A business that has aligned its operations to its strategy has control over its processes, is running efficiently and has well trained staff is indeed at the top of its game
Methodology &Deliverables
REQUIREMENTS & SCOPE STUDY
• SCOPE• KEY RESULT AREAS (KRA)• EXPECTATIONS• CRITICAL SUCCESS FACTORS• CRITICAL TO QUALITY PARAMETERS • IMPACTED AREAS• PROBLEMS & REMEDIAL MEASURES• EXCEPTION HANDLING• GOALS• ORGANIZATION, ROLES MAPPING
Business Analysis & Alignment
• Description• Scope• Reasons Why we are doing the process• Stakeholders (“ARMI”)• Critical success factors• Impacted Areas• Key Result Areas (What do you want from Process)
– Quantitative– Qualitative– Matrices
• Critical to Quality (CTQ) – Strategic, Operational & Support• Problems • Exceptions• Risks
Process Description
• SIPOC – Steps, Process activities from supplier to Customer– Swim Lanes– Entry Criteria– Deliverable– Performance Metrics– Controls– Exceptions
• Flow charts• Templates• Screen shots• System Requirements
Operations Controls & Compliance
• Operational controls • Verification criteria• System or Manual • Service Level • ISO 9000• ISO 27001• Change Management• Any other
SAMPLE TEMPLATE 1.0
OPERATIONAL PROCESS DESCRIPTION
1.Explains all activities which happen starting from the OSF (online submission form) to the completion confirmation email to the Category Manager• ACTIVITY STEPS• PERFORMANCE METRIC2. Explains all activities which happen starting from time the E-cat excel skeleton template is sent from Auburn to the time a test email is sent from India via Cheetah Mail to the Auburn test group.• ACTIVITY STEPS• PERFORMANCE METRIC
FLOW CHART
• VISIO FLOW CHART • MULTIPLE SWIM LANES FOR USER, UPDATES, REVIEW &
TRACKING, UPDATES, CATALOG UPDATES ETC., SHOWING ACTIVITIES, TASKS, EVENTS, SYSTEM
FLOWCHARTII Flow Chart
Marketing content specialist India process 1.0
On-
Line
Mkt
g &
A
ubur
n ac
tys
Pro
duct
con
tent
up
date
sU
pdat
e re
view
&
trac
king
E-C
atal
og u
pdat
es
Start Open OSFs emails
OSF for Content updates
Content from
Advtg
Staging server
(DCC)operation
Review content
Tracking report
UpdateSubmit
E-Mail temp (skeleton)
For E-catalog
Con
tent
S
tore
/ w
ebsi
te
Merchandising content
E-Catalog preparation
HTML Proof
Approval
Approve HTML changes
Cheetah email panel
Final reviewed product
Approve and Deploy
Update requests
PROCESS COMP Confmn
Category Manager
Produces OSFs with Sku nos
Update requests
PROCESS COMP Confmn
Copy Request?
FMPro
Word
yesNo
1 2
3
4
CompletedEmail to Cat
Mgrs
5
1
W:\Online\AGlass\eCats\Templates name
W:\Online\AGlass\eCats2 3
Stop
6
EscalationProcess
Escalation to On line Mktg
ResolvingBy Online Mktg
EscalationResolving
4
Typical Formats & Templates in use
Other Sections in Process Model
• Training Inputs & FAQs• Job Descriptions• Change Management Template
Process & Operator Reporting
OCSI_wktracking_sheet1.4.1 HOLIDAYS Metrices
Report Name: OSF Requests On going MM-DD-YY to MM-DD-YY 1 Daily Ind Qty Target 40
Report Week Dates: 15-01-2007 19-01-2007 SERV. DISCONTINUITY Avg TimeTarget 10.50
Online Mktg_OCSI Report By: Rajeev Sharma Working days 5 0
Request Types Job Requests Time in Hr:Minutes:Sec Jobs Processed Jobs Pending Ind. Quantity/SKU AVG.(Hr:Min:s)/Ind Qty/SKUs Daily Target Ind Qty/Target
Image Requests 56 17:19:00 53 3 125 0:08:19
Promo Box Requests 6 1:35:00 5 0 14 0:06:47
Copy Requests 16 5:33:00 16 0 35 0:09:31
e-Catalog requests* 9 7:20:00 9 0 44 0:10:00
Other Requests** 1 1:00:00 0 0 1 1:00:00
Totals: 88 32:47:00 83 3 219 0:08:59 40 109.50%
n.b *Quantity of equivalent Copy OSF is 13 per e-cat request for simple; complex e-cat preparation on Thursday took almost 5 hours 30 mintes
**Total 60 minutes training was imparted on 1days; Thursday
**Hence Quantity (SLA) achieved was lesser by 6 SKUs
Performance Analysis
AN
AN
D
AR
UN
GU
RE
ES
H
KE
SH
AV
MA
DH
UP
PU
LKIT
0
20
40
60
80
100
120
(Simple)
(Medium)
(Complex)
(V Complex)
TOTAL BIDS
Reading specifications (Technical & T&Cs)
Solution determination and compari-son
Quote preparation within ZAC/CRM
MODs / Fast Bids inputs
AE / LD/ clar-ifications /
followup
Bid document preparation
QC1/ Peer QC
Prepar-ing reports for the project of vari-ous kinds
TOT AVG AVTY
Acty Time measurement
(Simple)
(Medium)
(Complex)
(V Complex)
TOTAL BIDS
Reading specifications (Technical & T&Cs)
Solution determination and compar-ison
Quote preparation within ZAC/CRM
MODs / Fast Bids inputs
AE / LD/ clarifications / followup
Bid document preparation
QC1/ Peer QC
Preparing reports for the project of various kinds
TOT AVG AVTY
BSI Name
Values
Some other Examples
Existing Business Processes of Telecom OperatorCustomer Disputes handling Data Storage – Online, Offline, Archived,
Provisioning – BMD Restoration -- Master Data Changes
New Shipment Customer Verification
Cheque Payment Validations Customer Administration – Waivers, Adjustments etc.
Payments updations by cash Credit Monitoring
Billing cycle processing Legal and Police requirements
Customer Acquisition and Activation Churn Management – Refund, De-activation, Retention
CDR Collection Security and Access of Billing System
Billing – Backup & Archival Roaming Process
Customer Profile changes Financial Processes G/L, Ageing etc
Tariff definition and changes Integration of epos, Customer Web Application, IVR, SMS
Mobile number and SIM management Revenue Assurance Process
Existing Business Processes of Financial Services provider
Payment Transaction process Service provider acquisition process
Complaint Transaction process Service provider Management process
Courier Pickup process Bank cash & cheque deposit Process
Receipt printing process Settlement process
Batch upload process Agent management process
Courier transaction process Security and Disaster Recovery process
Courier & reconciliation process Data Security
Bank deposit and reconciliation process Operator control process
Retailer ledger maintenance process Systems Administration Process
Existing Business Processes of Manufacturing industry
Sales Order Management: Planning and Scheduling, Inventory Management:
Accounts receivables processing Finished goods inventory
Order fulfilment support management support
Master Data Management: Raw material planning support
Order to Cash management MIS and reporting
Customer, Materials, Price Warranty and Spare Parts Management
Warranty activation
Warranty claim management
Spare parts order processing
SAMPLE TEMPLATE 2.0
SAMPLE TEMPLATE 3.0
SAMPLE TEMPLATE 4.0
SAMPLE TEMPLATE 5.0
Re-Engineering Business Processes
Time Spent
Proj
ects
Wor
ked
On
Existing Process
Re-Engineered Bus Process
Working Towards Re-Engineering
Modeled Business Process
NEW INPUTS, FEEDBACK, OPTIMIZATION, COMPLIANCE
ETC.
SOME SUCCESS STORIES
• Business Processes Modelling of a Telecom Service Provider across customer care, Billing, and Credit Control Functions.
• Business Process & System Specifications for new offering for a Financial Services provider
• Business Process Modelling & Transition for a large Technology Reseller’s Back office outsourcing operations to a BPO
• Business processes & systems for e-Governance application• Billing and customer care and CRM systems implementation for a
TELECOM Operator.• Smart Card based Business process & systems implementation for driving
license and vehicle registration across 5 states in country.• TL9000 AND ISO 27001 based Process AUDIT For Telecom Operator• Functional and non functional Processes testing for a bill collection network
Why choose us?
Provide increased value to clients
• Our CONSULTANTs are driven by their personal desire to overcome their clients’ challenges.
• Our CONSULTANTs expect to be evaluated on, and held accountable for, the impact and results of their work.
• Our CONSULTANT can be less costly to engage than a full-time employee and more focused than in-house people can be, without diverting in-house staff from their main responsibilities.
• We will only accept engagements that bring value to the client; and will not take on projects that compromise the client's best interests.
Some more reasons why clients choose us
Our CONSULTANTs are able to see the whole business and understand the cross-functional and stakeholder implications of challenges and solutions. We strive to address the root issues of a problem, not just the symptoms.Our CONSULTANTs may have specific areas of deep expertise, but they are also required to demonstrate and maintain competence across a broad set of functional disciplines.
Customer Testimonials
“Anil has done a Good job of preparing the Disaster Recovery document & also helped the IT team with some teething problems. He has good knowledge in Security areas and works in an organized fashion. We have achieved Very Good Business Value on the cost benefit analysis of the value that was created when the project was approved and funded” – Rahul Munjal, CEO, Easy Bill Pvt. Ltd., New Delhi (a Hero group company)
“We trade with Switzerland and other countries worldwide where quality is important. Anil provided us excellent consultancy for the web site and today it is indeed an international class web site. We have achieved Excellent Business Value on the cost benefit analysis of the value that was created when the project was approved and funded”-Ashok Sawhney, CEO worldwide, Swiss Military products
“Anil was a Project Management Adviser at Global logic Inc.’s India development centre an off-shore outsourced Project by Kivera, our US client, involving match and merge operations and quality assurance activities for the mobile location based services with data from 2 data bases. This was a project with stringent time and quality constraints, which was being executed with around 45 people and 2 Project managers. Anil provided the following deliverables for the project: Due diligence of Project management and QA activities, setting up processes & templates for improvement, progress reporting to ensure timely completion of project & Client Interaction on Important matters. I am happy to inform that we received Very Good Business value Based on the cost/benefit analysis on the value proposition that was created when the project was approved and funded”-Sanjay Singh, President, Global Logic, USA
“I want you to know that Zones appreciates all your effort in the past during your tenure. You will leave behind the legacy of process delivery methodology that we will carry forward to all the processes that are transferred to our India Office. You have many years of experience in the IT process reengineering and I am sure you will be able to offer invaluable service to any Enterprise corporation in India or elsewhere” –Anwar Jiwani, Sr. VP & CIO, Zones Inc., USA
“Anil was employed as VP (Technology) at our HO at Delhi and had a team of Technology professionals working with him and the Team has contributed effectively towards Rosmerta’s projects and growth. Anil has an eye for Quality and is very process oriented. He also worked in our ISO certification process as Management Representative. The support of Technology Team under Anil contributed significantly to Rosmerta being able to enter new business area for issuance of smart card based Property Registration documents and also to win a new contract for a state wide issuance of smart cards for transport sector”- Satjit Singh Dhillon, Managing Director, Rosmerta Technologies
v
Refer to us for your Business process Modeling
• Heads of IT, Technology and Outsourcing function in – Telecom, VAS, ITES/BPO,
Financial services, e-Gov– B2B, B2C, e-Businesses– Failed Projects to turn around– Business transformation – Process Excellence
TESS Overseas Private Limited#116, Railway Parallel Road,
Kumara Park West, Bangalore,
India – 560020www.tessoverseas.com
Any Questions?
Contact Us:Vishal Sharma
: +91 95350 00579 : [email protected]