1 january, 2006 february, 2006 new product platform functional decomposition: to be state
TRANSCRIPT
1January, 2006
February, 2006
New Product PlatformFunctional Decomposition: To Be State
2January, 2006
February, 2006
Company XYZ System High Level Functional Decomposition – As Is
Corp. Accounting Solomon
7.0 Fulfillment
7.1In-house
7.2 Vendor
4.0 Reporting
2.0 PHQ Operations
2.1Activity
Management
2.4 Enrollment
2.3 SalesScripts
2.2 CampaignPortfolio
1.0 Client Management
1.1 Administration
1.2 Contact
Management
1.4Adjustments
& Notes
1.3 Order History
Current System
3.0 User Admin
5.0 CE
5.1Business
Rule Management
5.2 OEM Rules
5.3 FulfillmentPreparation
5.4 Reporting
5.5 Client/Customer
Management
5.6 Billing
DMI
ClientManagement
GatherData
OEM
6.0 Template Mgt.
6.1Creation
6.2Template
Rules
3January, 2006
February, 2006
Client Portal
Customer Intelligence
TemplateManagement
DataManagement
Operations
Personalization
Back Office
ProgramEngine
• 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”
4January, 2006
February, 2006
High Level Functional Decomposition – To Be“Company XYZ Central”
Corp. Accounting Solomon
8.0 Fulfillment
8.1Print
8.2E-mail
7.0 Reporting
3.0 Template MOEM t.
5. 5 Product Builder
5.3 ProductPortfolio
2.0 Client Self Service2.1
Registration
6.0 User Administration
5.0 Client Management
9.0 DMI
9.1Client
MOEM t
9.2 Gather
Data
OEM4.0 Cust. Intelligence
1.0 Data Acquisition
5.4 Sales Scripts
5.7 ClientContact
Management
5.8 Customer
Management
5.9Billing
5.10Adjustments
5. 6 Notes
5.11 ProductOrder
History
8.3Telephone
8.4Other Dist. Channels
5.12 QualityControl
2.2My Staff
2.3My
Customers
2.4My
Products
2.5My
Product Builder
2.6My Results
2.7To Do
3.1TemplateCreation
3.2Template
Rules
3.3FulfillmentPreparation
4.1Internal
Rule Mgt.
4.2ExternalRule Mgt.
7.3Client
Reporting
7.2Sales
Reporting
7.1Management
Reporting
5.2Client
Registration
5.1Activity
Management
5.13 RequestFor Quote
5.14 ProductionCalendar
5.15News
5.16 MasterWorkflowCalendar
5January, 2006
February, 2006
1.0 Data Acquisition
Level 1.0 Data Acquisition
6January, 2006
February, 2006
1.0 Establish andDownload datasource & data
1.6 Save toXYZ
Datastore
Yes1.1. Apply Business Rules for record inclusion
1.4 Customer AddressVerification and NCOA
1.7 BackupDatastore as required
1.3 Error Processing
1.2
Meet Rules?
No
1.5
Meet Requirements?
No
Yes
1.0 Data Acquisition Process
7January, 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 AcquisitionData Acquisition Process
8January, 2006
February, 2006
1.0 Data Acquisition ProcessContext Diagram
OutputsProcessInputs
Data Acquisition
Process
• Download data• Apply Business Rules
•Apply AVS•Apply NCOA
•Save data•Backup datastore
CustomerDatastore
Save purified records
Third party
Datastore
Client’sCustomerDatastore
9January, 2006
February, 2006
Level 2.0 Client Self Service
2.0 Client Self Service2.1
Registration2.2
My Staff2.3My
Customers
2.4My
Products
2.5My
Product Builder
2.6My Results
2.7To Do
10January, 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 DisplayEntry page; Client selects:
No2.0.5 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, lockprofile, Admin.intervention
2.6My Results
2.7To Do
2.1 Registration
2.3 My Customers
11January, 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
12January, 2006
February, 2006
2.0 Client Self Service ProcessContext Diagram
OutputsProcessInputs
Client Self ServiceProcess
Portal & Security functions
SecurityDatastore
Add, delete, modify records
User accesses Portal
Administrator adds/deletes/modifies users
Display
appropriate
web pages
SecurityDatastore
Save security records
13January, 2006
February, 2006
2.1 Client Self Service Process Registration
2.1 Client accesses Portal;selects new Client
2.1.6Security 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 ContactPage for changes
14January, 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 ServiceRegistration
15January, 2006
February, 2006
2.1 Client Self Service RegistrationContext Diagram
OutputsProcessInputs
Administration Process
•Receive request, alertAdministrator
•Validate request•If valid, create/modify
profile, if invalid, contact & mitigate
• On create, message Client & Sales
•On Modify, messageClient
•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
16January, 2006
February, 2006
2.2 Client Self ServiceMy Staff
2.2 Client logsinto Portal; selectsMy Staff page
2.2.2 Records
exist for Client?
2.2.1 ContactsDatastore
Results2.1.5 Client selects add, modify or del. enters info
2.2.3 Display blank screen with Add option
2.2.4 Displaywith add/modify & delete options
No
Yes
2.2.6 Contacts Datastore
Save
17January, 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 ServiceMy Staff Process
18January, 2006
February, 2006
2.2 My StaffContext Diagram
OutputsProcessInputs
My Staff/Contact
ManagementProcess
•Display Staff/Contacts associated with a Client
• Allow end user to add, modify
or delete records• Save additions and modifications, purge
deleted records
ContactsDatastore
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
ContactsDatastore
19January, 2006
February, 2006
2.3 Client Self Service Process My Customers
2.3 Valid userselects Customer Management
User/role security
2.3.1 CustomerDatastore
Save changes
2.3.3 Client sets desired records to In/Exclude
2.3.4 CustomerDatastore
2.3.2 Display records
20January, 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 ServiceMy Customers
Company XYZ has a relationship with a Client. A Client has a relationship with a Customer.
21January, 2006
February, 2006
2.3 My CustomersContext Diagram
OutputsProcessInputs
Customer Management
Process
• Display Records•Mark status changes
or deletions • Save and apply
changes on next printjob
CustomerDatastore
Save changes
Client accesses My Staff page,
requests changes
CustomerDatastore
Find & display records
My Staff Page
22January, 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 Clientscurrent Products
2.4 Cliententers home page
23January, 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 ServiceMy Products
24January, 2006
February, 2006
2.4 My ProductsContext Diagram
OutputsProcessInputs
My Products
•Compare data imports against mailings.
•Credit appropriate sales to coupon,
premium•Save results
•Extrapolate accordingto Campaign/Program
selected•Display latest My Results bar graph
•Save data for Reports
ClientDatastoreClient
Datastore
Portal graphs
25January, 2006
February, 2006
2.5 Client Self Service My Product Builder
2.5 Client selectsMy 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 ClientDatastore
Save options, coupon pools, etc.
2.52 Selects
Campaign
or Program
2.5.6 Enrollment page, collect requirements*
2.5.7 Validate Clientinformation
26January, 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 ServiceMy Product Builder
27January, 2006
February, 2006
2.5 My Product BuilderContext Diagram
OutputsProcessInputs
Template Customization
Process
•Select valid options,•Upload graphics
•Select coupons, pool, discounts
•Query Order History data store
• Display appropriateinformation based on
user role
ClientDatastore
Find appropriate recordsClient selects Product, then appropriate template screen, enters
options.
Display
information
TemplatesDatastore
Find appropriate records
Custom
Template PageImpose requirements & options
28January, 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 Cliententers home page or selects My Results
29January, 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 ServiceMy Results
30January, 2006
February, 2006
2.6 Custom Campaign BuilderContext Diagram
OutputsProcessInputs
My Results
•Compare data imports against mailings.
•Credit appropriate sales to coupon,
premium•Save results
•Extrapolate accordingto Campaign/Program
selected•Display latest My Results bar graph
•Save data for Reports
ClientDatastore
System compares latest downloads to previous jobs
System determines Job spending
level and uses information to extrapolate
Portal graphs
CustomerDatastore
ClientDatastore
31January, 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 Cliententers home page or selects his To Do page
32January, 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 ServiceTo Do
33January, 2006
February, 2006
2.7 To DoContext Diagram
OutputsProcessInputs
To Do
•List triggered events, including a hyperlink
for workflow requirements.
•List communicationsfrom DMC/MSR.
ClientDatastore
ClientDatastore
List items
RulesDatastore
Save items & Status
34January, 2006
February, 2006
Level 3.0 Template Management
3.0 Template MOEM t.
3.1TemplateCreation
3.2Template
Rules
3.3FulfillmentPreparation
35January, 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 ProcessTemplate Management Process
36January, 2006
February, 2006
3.0 Template Management Process Context Diagram
OutputsProcessInputs
Template Management
Process
•Store template•Store defined graphics.
• Define Campaign/Program/mailer options,
gifts, coupons, POS Kits, etc.
•Store Rules, option definitions
TemplateDatastore
Creative creates template file; Technical
loads to Template datastore
Business Team determines available
options, offers, kits, graphics. whether to
enable Web-to Print, etc.
37January, 2006
February, 2006
3.1 Template Management Process Template Creation
3.1 Build new template based on Business Teamrequirements
3.1.2 Go to 3.2 3.1.1
TemplateDatastore
Upload
38January, 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 ProcessTemplate Creation Process
39January, 2006
February, 2006
3.1 Template Creation Process Context Diagram
OutputsProcessInputs
Template CreationProcess
•Provide datastore upload tool
•Store software template files
•Alert Business & Production Teams
TemplateDatastore
Creative uploads template file(s)
User notification
ActivitiesManagement Listing
40January, 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
3.2.3TemplateDatastore
Upload3.2.1
Require technical
upgrade?
Yes
No
Template Reqs.Page
41January, 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 ProcessTemplate Rules Process
42January, 2006
February, 2006
3.2 Template Rule Process Context Diagram
OutputsProcessInputs
Template RuleProcess
• Provide tool to define template options.
• If required, Tech Team creates new System
functionality • Store information inTemplate Datastore•Impose rules on implementation
or revision
TemplateDatastore
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
43January, 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
TemplateDatastore
Rip, E-mailpackage, Phone
Script, etc.
Upload template, rules data
44January, 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 [3rd 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 ProcessFulfillment Process
45January, 2006
February, 2006
3.3 Template Fulfillment Process Context Diagram
OutputsProcessInputs
Template Fulfillment
Process•Select Template file•Select Rules file(s)
•Upload to appropriate target
TemplateDatastore
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 to3rd PartyVendor
System Phone Script Creator
46January, 2006
February, 2006
Level 4.0 Customer Intelligence
4.0 Cust. Intelligence
4.1Internal
Rule MOEM t
4.2External
Rule MOEM t
47January, 2006
February, 2006
4.2 OEM Recommends Rules
4.1 Company XYZ Generates Rules.
4.0.1 EnterInto System
4.0.2 Test Rules
4.0.4ApproveRules
Business RuleRepository
4.0 Customer Intelligence Process
4.03
Desired
Results?
Yes
No
48January, 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
49January, 2006
February, 2006
4.0 Customer IntelligenceContext Diagram
OutputsProcessInputs
Customer Intelligence
•Create & documentInternal Rules
•Collect & document External Rules
•Write & impose Rules•Save Rules in
Customer datastore
CustomerDatastore
Business Team creates internal rules
Client & Manufacturer (if applicable) impose rules
Client sets upper record limit
50January, 2006
February, 2006
Level 5.0 Client Management
5. 5 Product Builder
5.3 ProductPortfolio
5.0 Client Management
5.4 Sales Scripts
5.7 ClientContact
Management
5.8 Customer
Management
5.9Billing
5.10Adjustments
5. 6 Notes
5.11 ProductOrder
History
5.12 QualityControl
5.2Client
Registration
5.1Activity
Management
5.13 RequestFor Quote
5.14 ProductionCalendar
5.15News
5.16 Master WorkflowCalendar
51January, 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
52January, 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 ActivitiesDatastore
Query
5.1.2 Calls
5.1.3 To Dos
5.1.4 Issues
5.1.6 Summary
5.1.5Appointments5.1 Sales
assigns or reassigns Activity
53January, 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 ManagementActivities Management Process
54January, 2006
February, 2006
5.1 Activities ManagementContext Diagram
OutputsProcessInputs
Activities Management
Process
• Call Management• To Do Management• Issues Management
• Appointments • Management
• Summary Report
ActivitiesDatastore
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
55January, 2006
February, 2006
5.2 Client Management Process Registration
5.2.1Accesses Portal;selects new Client
5.2.6Security 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
56January, 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 ManagementClient Registration Process
57January, 2006
February, 2006
5.3 Client Management Product Portfolio Process
5.3.4
Display available
and purchased
Products
5.3.2 Client Datastore
5.3.3Show Clientscurrent Products
5.3.1 Userenters home page
58January, 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 ManagementProduct Portfolio Process
59January, 2006
February, 2006
5.3 Product PortfolioContext Diagram
OutputsProcessInputs
ProductPortfolio
•Query Product data store
• Display appropriateinformation based on
user role
ProductDatastore
Find appropriate records
MSR requests Portfolio
information in My Activities
application
Client requests Portfolio information on
the Client Portal web site
Display
information
60January, 2006
February, 2006
5.4 Client Management Process Sales Scripts
5.4.1 User Requests ClientInformation
User/role security
A Product Datastore
5.4.5Display Program FAQ
5.4.4ManagerWrites & uploads FAQ
5.4.3 MSR accesses Product (Programs) List; selects one
5.4.2 Display Sell Me* info inFirst Client Screen
* Sell Me Screen section contains all current Campaigns in which the selected Client is not enrolled
Product Datastore
B Client Datastore
61January, 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 ManagementSales Scripts Process
62January, 2006
February, 2006
5.4 Sales ScriptsContext Diagram
OutputsProcessInputs
Sales ScriptProcess
• Order History withCurrent Campaigns
• Save FAQ
Add, delete, modify FAQ records
Order History
Manager creates, modifies or deletes
Program FAQDisplay
appropriate info
pm
web pages
Product
Datastore
Product Datastore
Client Datastore
63January, 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 ManagementProduct Builder Process
64January, 2006
February, 2006
5.6 Client Management ProcessNotes Process
5.6.2 Client Contact Note
5.6.9 ActivityDatastore
5.6.1What is Noteassociated
with?
5.6 Sales gathers/creates Client Note
5.6.8 Add note,System associatenote appropriately
Save Note
5.6.3 Activity Note:
5.6.4 ActivityReassignment Note
5.6.6 Enrollment Note
Display Noteon appropriate
page
65January, 2006
February, 2006
5.6 Client Management ProcessNotes 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.
66January, 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 ManagementCustomer Contact Management Process
67January, 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 ManagementCustomer Management Process
68January, 2006
February, 2006
5.9 Client Management Process Billing
5.9.1 Fulfillment runs, tracks & savescount 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
ACustomer Datastore
69January, 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 ManagementBilling Process
70January, 2006
February, 2006
5.9 BillingContext Diagram
OutputsProcessInputs
Production Run Tracking
Save Data
CustomerDatastore
ClientDatastore
CustomerDatastore
ClientDatastore
Data sent to Company XYZ Billing App
BillingProcess
• Associate Customer record count, Type
and other appropriateinformation on
Production run withClient Record
•Save information• With proper request,
send data to billing app Modify Note
• Save data until purged
71January, 2006
February, 2006
5.10 Client ManagementAdjustments Process
5.10 ClientRequestsadjustment
5.10.4 Re-send Production run.Go To 8.0 Fulfillment
5.10.3 Extend Client’sProgram
5.10.1 VerifyError
Financial & Client
Datastore
Invalid
End Process
5.10.2 ChooseMitigation
5.10.5 Create and Save Credit Memo
ClientDatastore
Save remedy
information
Save mitigation information
Save mitigation information
72January, 2006
February, 2006
5.10 Client Management ProcessAdjustments
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.
73January, 2006
February, 2006
5.10 Adjustments Context Diagram
OutputsProcessInputs
AdjustmentsProcess
• Create Credit Memo
• Return to Production
Dealer complainsTo MSR
Add, delete, modify records
MSR enters information or creates note
Financial & Client
Datastore
74January, 2006
February, 2006
5.11 Client ManagementOrder History Process
5.11 RequestClient record
5.11.4 DisplayCurrent & History Campaigns
5.11.3 DisplayCurrent Programs
5.11.2 Company XYZ or
Client request?
Company
XYZ
Client
5.11.1 Client & Product
Datastores
75January, 2006
February, 2006
5.11 Client Management ProcessOrder History
This function allows the user to view the entire order history for a given Client. All pertinent order information is displayed.
76January, 2006
February, 2006
5.11 Order History ProcessContext Diagram
OutputsProcessInputs
ClientDatastore
Query records
MSR enters information
Store Record
Lookup Page
Company XYZ Results Page
ClientResults Page
Product
Data store
77January, 2006
February, 2006
5.12 Client ManagementQuality Control Process
5.12 Job Prepared
5.12.4 ForPrint/E-mail:ReviewSeeded Mailers
Yes Client & Product
Datastores
5.12.1Check piece/webpage review,
5.12.2 MeetRequirements?
5.12.5 ExternalRemedies
No
5.12.4 Signoffs
78January, 2006
February, 2006
5.12 Client Management ProcessQuality 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.
79January, 2006
February, 2006
5.12 Quality Control Process Context Diagram
OutputsProcessInputs
Quality ControlProcess
•Review pre-Production
check pieces orweb pages
•Save signoff info•Save post Production
QC info
Product
Datastore
Print job samples
E-mail job samples
Web Pages
80January, 2006
February, 2006
5.13 Client ManagementRequest 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 Calculateand displayoptions & adjust-ments.
No
Product & Template datastores
Order History&FinanceDatastore
Pricingadjustment option
page
Options page
81January, 2006
February, 2006
5.13 Client Management ProcessRequest 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.
82January, 2006
February, 2006
5.13 Request for Quote Context Diagram
OutputsProcessInputs
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& FinanceDatastore
Adjustment orOptions by
Company XYZ Team Member
Deliver Price Quotation
83January, 2006
February, 2006
5.14 Client ManagementProduction Calendar
5.14 Job scheduled or modified
ProductionCalendarDatastore
5.14.1System queries Production scheduler
5.14.3 RecalculateCampaign/Program schedules
No
5.14.3 AlertTeam Members:E-mail, Activity
5.14.2 Production
Schedule change?
Yes
Display newProduction Calendar
84January, 2006
February, 2006
5.14 Client Management ProcessProduction 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.
85January, 2006
February, 2006
5.14 Production Calendar Context Diagram
OutputsProcessInputs
Production CalendarProcess
•On Calendar change,recalculate Master
Calendar•On recalculation,
alert Team Members whose
Campaigns/Programs are altered by
the change
Production CalendarDatastore
Production Schedule
Display changeOn My Activities
Display Production Calendar
86January, 2006
February, 2006
5.15 Client ManagementNews
5.15 Team Member createsNews Item for ClientOr Team
15.15.2 News Repository;
Add ID; Save item
5.15.1 System Spell checks item;Creates HTMLlinks as appropriate
5.15.3 Client orTeam Memberaccesses Homepage
5.14.3 Systemcreates cookie, rotates items five displays/ refresh
5.15.4 Refresh or return to Homepage
On expiration date,purge Item
87January, 2006
February, 2006
5.15 Client Management ProcessNews
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
88January, 2006
February, 2006
5.15 News Context Diagram
OutputsProcessInputs
News Process
•On creation, spell check, assign ID,
create html link tags & save item
•On Client access, create or read cookieto determine which
group of active itemsto display.
•On Expiration Date, delete item
News ItemRepository
News writer creates News Item, adds Start and End dates
Display News Item
89January, 2006
February, 2006
5.16 Client ManagementMaster Workflow Calendar (Status & Service Levels)
5.16 System detects workflowstart or change
15.16.4 Save inMaster Workflow
Calendar Repository
5.16.1 Create E-mail, Activity or Note per Rule
5.16.3 ApplyService Level Agingand Response Rules
Add, Modify or Delete Registration or Enrollment
Production ScheduleChange
Third Party Vendor E-mail to System
Client e-mail to MSR/DMC viathe System
Service LevelAlert issued
5.16.2 Create/Modify & PublishMaster Work Calendar
Allow Role-based
views of Calendar
90January, 2006
February, 2006
5.16 Client Management ProcessMaster 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.
91January, 2006
February, 2006
5.16 Master Workflow Calendar (Status & Service Levels)Context Diagram
OutputsProcessInputs
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 ScheduleChange
Third Party Vendor E-mail to System
Client e-mail to MSR/DMC viathe System
Service LevelAlert issued
Send Alert E-mails
Create & Print appropriate Reports
Create To Do& Activities
92January, 2006
February, 2006
6.0 User Administration
Level 6.0 User Administration Process
93January, 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)
6.03 New ClientUser or deletion?
Yes
6.0.6 Replicatechanges, applychanges
6.0.7 Send modification e-mail to user
No
94January, 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
95January, 2006
February, 2006
6.0 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
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
96January, 2006
February, 2006
7.0 Reporting
7.1 Management
Reports
7.2 Sales
Reports
7.3 Client
Reports
Level 7.0 Reporting
97January, 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 RequiredDatastore
7.0 User requests report
7.0.4 Display error
7.0.5 Reporting Tool (if required)
98January, 2006
February, 2006
This process creates, regulates delivery, displays, saves and prints reports.
7.0 Reporting
99January, 2006
February, 2006
7.0 ReportingContext Diagram
OutputsProcessInputs
ReportingProcess
•Validate user access to report•Pull data
•Sort, filter as definedin report
•Display report•Allow save or print
as defined
RequiredDatastore
Add, delete, modify user records
User Requests pre-defined report, enters
required filter, sorting detail Enforce role-based security
Report
100January, 2006
February, 2006
8.0 Fulfillment
8.1Print
8.2E-mail
8.3Telephone
8.4Other Dist. Channels
8.0 Fulfillment Process
101January, 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
8.02 Go to 8.1 Print
8.0.3 Go to 8.2 Email
Telephone Other
8.06 Client Datastore
Externalto System
Track distribution count/Client,
save to Client Record for Billing
102January, 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.
103January, 2006
February, 2006
8.1 Fulfillment Process Print Process
8.1 Mailer printJobs required
8.1.2
In House size or
below?
No
8.1.3
Ops able to
schedule?
Yes
No
8.1.4 Company XYZ Opsaccesses system;prepares printer
8.1.8 System sends data and template to RIP, prints job
Financialdatastore
Save
fulfillment
records
Yes
8.1.5 Templatedatastore
System selects
required Template
8.1.9 Company XYZ Signoff
Vendor prints,Mails, providesFulfillment data
Client/Financialdatastore
Save
fulfillment
records
8.1.8 Sendinformationto Vendor
Vendor process
Clientdatastore
8.1.6 Customerdatastore
Generate mailing
list per 8.1.1
8.1.1 DetermineJob Size
104January, 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 ProcessPrinting Process
105January, 2006
February, 2006
8.1 Printing Process Context Diagram
OutputsProcessInputs
PrintingFulfillment
Process
• Determine In-house orVendor
•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
106January, 2006
February, 2006
8.2 Fulfillment Process E-mail Process
8.2 E-MailJob trigger
8.2.2
In House size or
below?
No
Yes8.2.3 System aaccesses E-mailer Module
8.2.8 Populate template & use Client e-mail list
Save
fulfillment
records
8.2.4 Templatedatastore
System selects
required Template
8.2.7 Company XYZ Signoff
Vendor populatesand e-mails, sendsFulfillment data
Client/Financialdatastore
Save
fulfillment
records
8.2.6 Senddata, requirements
Vendor process
8.2.5 Customerdatastore
Generate mailing
list per 8.2.1
Financialdatastore
Clientdatastore
8.2.1 DetermineJob Size
107January, 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 ProcessE-Mail Process
108January, 2006
February, 2006
8.2 E-Mail Process Context Diagram
OutputsProcessInputs
E-mailFulfillment
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
109January, 2006
February, 2006
8.3 Fulfillment Process Telephone Process
8.3 TelemarketingJobs required
8.3.2
In House size or
below?
No
8.3.3
Able to
schedule?
Yes
No
8.3.5 Run job to callcenter, enableresponseweb pages
Customer/Clientdatastore
Yes
System selects
required scripts & response pages
8.3.7 Company XYZ Signoff
Vendor prints,Mails, providesFulfillment data
Client/Financialdatastore
Save
fulfillment
records
8.4.6 Company XYZ sendsData, requirements, Template to Vendor
Vendor process
Save
fulfillment
records
8.3.4 Template/Product
datastore
8.3.5 Customerdatastore
Generate call
list per 8.3.1
Financialdatastore
Clientdatastore
Save
Response
8.2.1 DetermineJob Size
110January, 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 ProcessTelephone Process
111January, 2006
February, 2006
8.3 Telephone Process Context Diagram
OutputsProcessInputs
TelephoneFulfillment
Process• Determine In-house or
Vendor•Select/provide data
•Provide script & response pages•Apply all rules•Validate job
•Provide appropriateReport(s) and save
count/Clientinformation for billing
Perform job
Reports/Billing
Response Web pages
Job Trigger
Save responses
Client//Customer
Datastore
112January, 2006
February, 2006
8.4 Fulfillment Process Other Distribution Channels Process
8.4 Non Print, E-mail,Telephone channelidentified
8.4.1 To be Determined
113January, 2006
February, 2006
To be determined when identified.
8.4 Fulfillment ProcessOther Distribution Channels Process
114January, 2006
February, 2006
8.4 Other Distribution Channel Process Context Diagram
OutputsProcessInputs
FulfillmentProcess
•
Job Trigger