a rd 020 process questionnaire

RD020 Instructions

RD.020 Process Questionnaire TemplateIntroduction

The Process Questionnaire provides content and structure for the interviewing activity during completion of the Current Business Baseline (RD.020). How to Use the Process Questionnaire Template The Process Questions worksheet contains all questions for all applications and business processes. The Oracle Business Models (OBM) process levels I and II are populated for each question, and some questions have the process levels III and IV populated. The library of OBM process levels can be found on the OBM Installation CD. To sort or select a subset of the questions you may do one of the following: Use the AutoFilter Options AutoFiltering has been turned on for the four OBM process level columns and the Application column. Clicking on the dropdown list icon in the upper right corner of these columns will display a list of values to choose from. If you choose a second filtering criteria not compatible with your first choice, the spreadsheet will return an empty list. B Use the Advanced Filter Option At the top of the Process Questions worksheet you will see two column headings --> OBM Level I and OBM Level II. If you would like to filter on a combination of these two criteria, type or copy and paste the values you want to match. Make sure to leave at least one blank row between your criteria values and the start of the process questions list. For examples on entering filtering criteria, please see Excel Help Topic "Filter a list using the Advanced Filter Command." Click a cell in the process questions list. On the Data menu, point to Filter, and then click Advanced Filter. To filter the list by hiding rows that don't match your criteria, click Filter the List, In Place. To filter the list by copying rows that match your criteria to another area of the worksheet, click Copy to Another Location, click the Copy To box, and then click the upp-left corner of the paste area. In the Criteria Range box, specify the criteria range, including the criteria labels. (An easy way to do this is to click in the Criteria Range box, then select the criteria range, including the criteria labels. The range is automatically filled in for you.) TIPS To view full choices in the pull down boxes for AutoFilters, you may want to expand the column width. However, to print on one page, you'll need to readjust column widths before printing. If you use the Advanced Filtering Functionality, the AutoFiltering dropdown list icons disappear. To turn AutoFiltering back on, select the column headings desired (should be columns B through F) and select Data => Filter => AutoFilter. Page 1

A

1 2 3 4 5

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RD020 Instructions If at any time you need to show all questions (filtered questions are simply hidden) go to the Data menu and choose the Filter => Show All option. It is strongly recommended that you save the RD.020 spreadsheet under another name locally to avoid making permanent changes to the spreadsheet template.

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RD.020 Business Process Questionnaire

OBM Level I

OBM Level II

OBM Level I Type = Setup Metric Process PerformanceSetup Whats the secondary drill down segment in the Key Accounting Flexfield? (i.e. cost center) (This confirms what client wants to use out of the Accounting Flexfield Structure they have set up.) Which BIS reports will be useful to the client? Who was interviewed to determine this? Which delivered KPIs will be useful to the client? Who was interviewed to determine this? Are additional KPIs required in order for the Indicators section to be useful to client? Which users would prefer to see these KPIs? What Target, Minimum value and Maximum Value should be set for the client for each applicable KPI? Which BIS responsibilities should be able to see which KPIs? Are any key performance measures related to financial management currently tracked? If yes, which ones? How are they evaluated? Who receives the results of these measures? Which natural accounts are classified as Revenue by the client? Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included. Which natural accounts are classified as Expenses by the client? (should include ALL--variable and fixed) Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included.

OBM Level II 1 2 3 4 5 6 7 8 9 10Business Intelligence Financials Intelligence

OBM Level IIINot identified

OBM Level IVNot identified

ApplicationBIS, GL

OBM Row No.

Process

CategoryFinancials Setup

Process Analysis QuestionsWhat is the balancing segment in GL? (This confirms what client wants to use out of the Accounting Flexfield Structure they have set up.)

Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence

Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

BIS, GL BIS, GL BIS, GL BIS, GL BIS, GL BIS, GL BIS, GL BIS, GL

Financials Setup Reporting Indicators Indicators Indicators Security Indicators Indicators

Setup Setup Setup Setup Setup Setup Process Process

Business Intelligence

Financials Intelligence

Not identified

Not identified

BIS, GL

Reporting

Setup

11 12 13 14



Not identified

Not identified

BIS, GL

Reporting Which natural accounts are classified as Current Assets by the client? Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included. Which natural accounts are classified as Current Liabilities by the client? Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included. Which natural accounts are classified as Variable Costs by the client? Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included. Which natural accounts are classified as Preferred Stock Dividends by the client? Validate against FSGs (Financial Statement Generator) accounts to ensure that appropriate accounts are included.

Setup



Not identified

Not identified

BIS, GL

Reporting

Setup



Not identified

Not identified

BIS, GL

Reporting

Setup



Not identified

Not identified

BIS, GL

Reporting

Setup

15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35



Not identified

Not identified

BIS, GL

Reporting How many basic and diluted shares were outstanding per quarter for each of the last 3 years? Can enter Actuals and Planned numbers as available.

Setup

Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence

Financials Intelligence Financials Intelligence Financials Intelligence Financials Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence Human Resources Intelligence

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified


BIS, GL BIS, GL BIS, GL BIS, GL BIS BIS BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR BIS, HR

Reporting What stock splits have occurred in the last 3 years, or are planned to occur? Reporting Reporting Financials Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup HR Setup Reporting Indicators Indicators Indicators Have any dividends been paid, or are planned to be paid? What does the client want to use for a default estimated tax rate? Is Oracle Payroll being used? If not, an interface? With who? Is the seeded Oracle element Overtime used to track employees OT? If not, what? Is there more than 1 OT element? Are HR Budgets set up? (includes rollups and budget types) Are salary grades set up? Are jobs set up? Ensure that security profiles have already been set up. Are EEO Categories set up? (this is called Job Category in BIS) Ensure that at least 1 payroll is defined.

Setup Setup Setup Metric Setup Setup Setup Setup Setup Setup Setup

Setup Are performance ratings set up in Oracle? Are performance ratings entered on employees assignments? Setup Are skills and/or competencies tracked in Oracle? Setup Are applicants tracked in Oracle? Setup Is Oracle used for recruiting? Which BIS reports will be useful to the client? Who was interviewed to determine this? Which delivered KPIs will be useful to the client? Who was interviewed to determine this? Are additional KPIs required in order for the Indicators section to be useful to client? Which users would prefer to see these KPIs? What Target, Minimum value and Maximum Value should be set for the client for each applicable KPI? Setup Setup Setup Setup Setup

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RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceSetup Setup Setup Setup Setup

OBM Level II 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Human Resources Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence

OBM Level IIINot identified Inventory Inventory Inventory Inventory

OBM Level IVNot identified Not identified Not identified Not identified Not identified

ApplicationBIS, HR BIS, INV BIS, INV BIS, INV BIS, INV BIS, Demand Planning BIS, MRP BIS, MRP BIS, MRP BIS, MRP BIS, Operations Intelligence BIS, Operations Intelligence BIS, Operations Intelligence BIS, Operations Intelligence BIS, Operations Intelligence BIS, OE BIS, Planning BIS, PO BIS BIS BIS

OBM Row No.

Process

CategorySecurity Operations Setup Operations Setup Operations Setup Operations Setup Generate Performance Measures Operations Setup Operations Setup Operations Setup Operations Setup Reporting Indicators Indicators Indicators Security Operations Setup Operations Setup Operations Setup Security Security Security

Process Analysis QuestionsWhich BIS responsibilities should be able to see which KPIs? Are Categories defined? (INV) Are Category Sets defined? (INV) Are ABC Groups defined? (INV) Are Cycle Counts set up? (INV) Do you perform multi-dimensional analysis? I.e. forecast accuracy by product, by region, by customer, by sales rep?

Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence

Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Operations Intelligence Overview Setup Overview Setup Overview Setup

Manage Forecasts MRP MRP MRP MRP Not identified Not identified Not identified Not identified Not identified Order Entry Planning Purchasing Not identified Not identified Not identified

Generate Performance Measures Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

1006

10

Process Is the MPS (Master Production Schedule) in Oracle? (MRP) Are Plan names set up in Oracle? (MRP) Which Price list will be used for default? (system profile value setting) Setup What is the default Percent Discount given to customers? Which BIS reports will be useful to the client? Who was interviewed to determine this? Which delivered KPIs will be useful to the client? Who was interviewed to determine this? Are additional KPIs required in order for the Indicators section to be useful to client? Which users would prefer to see these KPIs? What Target, Minimum value and Maximum Value should be set for the client for each applicable KPI? Which BIS responsibilities should be able to see which KPIs? Are Warehouses defined? (OE) Are Forecast Sets defined? (Planning) Are Products defined? (PO) (called Commodities in BIS) Who will use the BIS product? (may not be able to generate a detailed list at this time) Which responsibilities are included in this list? (may not be able to generate a detailed list at this time) How many "key" or super users will there be for BIS? (may not be able to generate a detailed list at this time) Map each intended BIS user to each BIS module(s) and reporting focus areas to which he/she should have access. (may not be able to generate a detailed list at this time) Setup Setup Setup Setup Setup Setup Setup Setup Setup Setup Setup Metric Setup Setup


Overview Setup

Not identified

Not identified

BIS

Security

58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78

Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence

Overview Setup Overview Setup Overview Setup Overview Setup Overview Setup

Not identified Not identified Not identified Not identified Not identified


BIS BIS BIS BIS BIS

Security Security Maintenance Maintenance Transactions

Setup Recognizing that viewing KPIs and Notifications is security-based, which responsibilities will be needed to allow for appropriate differentiation of what users can see on their home page? (may not be able to generate a detailed list at this time) Setup Will there need to be terminal security for BIS? Setup What should the ongoing process be to approve and/or enter target values for each BIS responsibility? Process Who will enter target values in BIS? (may not be able to generate a detailed list at this time--what type of user/role?) Process What is the process for entering target values in BIS? Will new targets be entered upon request, or at a specific time interval? Process How many users may be accessing and using BIS at one time? How will this differ at initial rollout compared to three or six months into use? Metric How many users will likely be accessing and using BIS at one time? How will this differ at initial rollout compared to three or six months into use? Metric Have Sales Groups been set up? Setup Have Sales Channels been set up? Has Interest Type been set up? Have Customer Names been set up in Oracle? Have Sales Reps been set up in Oracle? Which BIS reports will be useful to the client? Who was interviewed to determine this? Which delivered KPIs will be useful to the client? Who was interviewed to determine this? Are additional KPIs required in order for the Indicators section to be useful to client? Which users would prefer to see these KPIs? What Target, Minimum value and Maximum Value should be set for the client for each applicable KPI? Which BIS responsibilities should be able to see which KPIs? Are there any operations/processes that you want to eliminate for Installed Base Maintenance Are there any time intensive operations for Installed Base Maintenance that you wish to streamline. Do you Maintain an installed base of customer/product information How do you audit your Installed Base Information Setup Setup Setup Setup Setup Setup Setup Setup Setup Process Process Process Setup / Process


Overview Setup

Not identified

Not identified

BIS

Performance

Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence Business Intelligence (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management

Overview Setup Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Sales Intelligence Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Set up Infrastructure Set up Infrastructure Set up Infrastructure Set up Infrastructure

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Define Knowledge Repository Define Knowledge Repository Define Knowledge Repository Define Knowledge Repository

BIS BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales BIS, Sales Service Core Service Core Service Core Service Core 303 302 298 301

Performance Sales Setup Sales Setup Sales Setup Sales Setup Sales Setup Reporting Indicators Indicators Indicators Security Business Business Business Business

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RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceProcess How do you maintain your Installed Base information Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Management Care Management Care Management Care Management Care Management Care Management Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Care Performance Evaluation Perform Care Management Perform Care Management Set up Infrastructure Set up Infrastructure Set up Infrastructure Set up Infrastructure Deliver Care Deliver Care Deliver Care Deliver Care Deliver Care Deliver Care Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Analyze Statistics & Feedback Report Care Performance Report Care Performance Deliver Care Deliver Care Define Knowledge Repository Define Knowledge Repository Define Knowledge Repository Define Knowledge Repository Classify Care Request Classify Care Request Classify Care Request Classify Care Request Classify Care Request Classify Care Request Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Classify Care Request Classify Care Request Service Core Service Core Service Core Service Core Service Core Service Core Service Core Service Core Service Core Service Core Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Intelligence Customer Intelligence Customer Support 299 305 300 304 312 310 306 307 308 311 257 256 248 252 251 250 249 253 254 255 101 100 101 Business Business Business Business Business Business Business Business Business Business Business Metric Business Metric Metric Business Business Metric Metric Metric Metric Reporting Business Business Do you create customer invoices based on service request fulfillment information Do you record material and miscellaneous expenses in fulfillment of service requests Process Process How do you track customer/product information for customers with multiple ship-to and bill-to addresses Process How much detail do you maintain about your installed base - to what level do you break down the product information Process Who has access to your installed base information? Process Do you group multiple customer/ products into systems for tracking and service program purposes? Process Do you have any other types of transfers of equipment from one customer to another? Process Do you ship to any Distributors who then re-ship the same products to end users Process Do you transfer customer/product information from the distributor to the end user? Process How do you receive the information about distributor sales: Process How is this maintained - do you maintain end user information? Process Are Customer Satisfaction Surveys performed in-house, or by 3rd Party Orgs? Process Are Customer Satisfaction surveys utilized? Process Are service requests reviewed for product improvement? Process Are Service requests monitored to determine end-user training needs? Process Are service requests monitored to improve service responses? Process Are service requests reviewed for new product development? Process Are service requests reviewed for product preventive maintenance schedule changes? Process Are Service Requests/Problem resolutions monitored to determine field service Tech. Training requirements? Process Are service requests/response times used to evaluate service technician staffing levels? Process Are service requests/response times used to evaluate service technician territory assignments? Process What analysis needs are there? By whom? Setup What reporting needs are there? By whom? Setup Describe the call flow that is used in the present service process

OBM Level II 79 80 81 82 83 84 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103(CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management Care Environment Creation

OBM Level IIISet up Infrastructure

OBM Level IVDefine Knowledge Repository

ApplicationService Core

OBM Row No.309

Process

CategoryBusiness

Process Analysis QuestionsHow do you maintain installed base information about Distributor End Users?

104 105 106 107 108 109 110 111 112 113 114

(CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management

Perform Care Management

Deliver Care

Classify Care Request

Customer Support 363 Customer Support/Field Service/Mobile Field Service 362

Business Do you search the database to review if similar requests have been previously received and use this information to help in the resolution of the problem? How do the selling and ordering Orgs interface with the service Orgs? Are they the same? How does the selling Org know what products have been sold to whom, and/or are being serviced today? How is information passed from the selling Org. to the Service Org. How many service requests /month are received?

Process

Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation

Set up Administration Set up Administration Set up Administration Set up Administration Set up Administration Set up Infrastructure Set up Infrastructure Set up Infrastructure Set up Infrastructure Set up Infrastructure

Retrieve Knowledge Repository Establish cross-functional care requirements Establish cross-functional care requirements Establish cross-functional care requirements

Customer Support Customer Support Customer Support Customer Support Customer Support

352 97 98 99 62 241 234

Business Business Reporting Reporting Reporting

Process Setup Setup Setup Metric

Are Customers ranked and/or classified according to importance? Define Classification Scheme Define Interaction Scripts Define Classification Scheme Define Classification Scheme Define Interaction Media Customer Support Customer Support Customer Support Customer Support Customer Support 86 Business Business Process Are scripts used to guide call center personnel through the informationgathering process for service requests?? Process Do you have a need to know how many Open Service Requests exist for this customer? Business / Reporting Do you have a need to know if one (or more) existing Service Requests is Business / Reporting Open for the problem being discussed? Does the customer have access to self-service support? Fax-back? Web Access? Business Process


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceProcess How do you classify the service request types? (Service and Repair / Preventive Maintenance/installation/ End-user training) What criteria is used for ranking/classification? What days/hours is the Call-center staffed? Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Care Environment Creation Set up Infrastructure Set up Infrastructure Set up Infrastructure Set up Infrastructure Set Up Infrastructure Set up Infrastructure Set up Infrastructure Define Classification Scheme Define Classification Scheme Define Classification Scheme Define Classification Scheme Define Classification Scheme Define Routing Rules Define Routing Rules Customer Support Customer Support Interaction History Customer Support Depot Repair Customer Support Customer Support 236 78 77 76 88 83 240 Business What is the general duration of each call? Reporting What is the percentage of each type of call received? Reporting Reporting Business Business Business Are subsequent calls related to the service request assigned to the same or different Tech/rep? How are incoming contacts acknowledged to customers?( Call # / email/notifications/ letter/postcard/phone call). Are you able to create links between service requests - for example: to link service requests for the same problem or to link service requests so that a detailed description used on one can be linked to a new request? Do you record detailed descriptions of the customers reported problem? Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Care Management Deliver Care Deliver Care Deliver Care Determine Care Determine Care Determine Care Determine Care Determine Care Determine Care Determine Care Identify Care Identify Care Identify Care Identify Care Identify Care Identify Care Classify Care Request Perform/Route Care Request Perform/Route Care Request Retrieve Knowledge Repository Retrieve Knowledge Repository Prepare Response Plan Retrieve Knowledge Repository Retrieve Knowledge Repository Retrieve Knowledge Repository Retrieve Knowledge Repository Receive Care Request Retrieve Requester Records Establish Requester's Identity Establish Requester's Identity Retrieve Requester Records Receive Care Request Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support Customer Support 351 75 80 82 244 74 247 245 246 243 343 146 199 73 200 Business How do you track the services already provided under the contract/warranty? Reporting If the call is for help in solving a problem, how does the problem resolution Business / Reporting process work? What is the result of each call? Are previous service requests/resolutions looked up? Reporting Do customers have access to the knowledge base? Business How do know the level of service to give them? Reporting Is customer access to the Knowledge base included as part of the Service contract? Business Is customers' access to the knowledge base limited or full? Business Is customers' access to the knowledge base restricted to certain customers, or unrestricted and available to all? Business Which departments/individuals have access to the knowledge base? Business Do you enter specific product information when you enter a service request? Business Do you now know which products are installed at your customers sites? Business How are callers identified? By Customer name/Customer number/or Contact Name? Business How does the Customer give key identifiers to identify themselves to you? What information is given? Business Will callers also be identified by product in the Installed Base? Business How does a Customer know how to contact you? Business What methods are available to Customers to contact the Company? (Phone / Fax / Website / Mail) Business Describe the Customer return process. What is tracked? Business How do you maintain your data about customer service requests Business If Reps/techs are dispatched, how do they record their activity and expenses? Business How would you like to see visibility about how you perform for your customer.? Reporting What type of paperwork is produced? Must it be paper? Business Business Metric Metric How do you audit information about your service programs? How do you measure Customer Satisfaction? How satisfied are your customers with your Services today? Metric Process Process Process Process Process Process Process Process Process Setup Setup Process Setup Process Process What Types of calls do you get? Requests for Action? Requests for Information? What types of customer returns do you have? Metric Metric Process Setup/Process Process Metric Process Setup Process

OBM Level II 115 116 117 118 119 120 121 122 123 124(CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management Care Environment Creation Care Environment Creation Care Environment Creation

OBM Level IIISet up Infrastructure Set up Infrastructure Set up Infrastructure

OBM Level IVDefine Classification Scheme Define Classification Scheme Define Classification Scheme

ApplicationCustomer Support Customer Support Customer Support

OBM Row No.238 63 242

Process

CategoryBusiness Reporting Business

Process Analysis QuestionsHow are incoming calls handled during off hours?

125 126 127 128 129 130 131 132 133 134 135 136 137 138 139 140 141 142 143 144 145 146 147 148 149 150

(CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CI) Customer Interaction Management (CS) Customer Service (CS) Customer Service (CS) Customer Service

Care Management

Deliver Care

Classify Care Request

Customer Support

349

Business

Process

Care Management Care Management Care Management Care Management Care Performance Evaluation Care Performance Evaluation Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07)

Identify Care Track & Close Care Request Track & Close Care Request Track & Close Care Request Analyze Statistics & Feedback Report Care Performance Analyze Service Performance Measurements Analyze Customer Feedback Data Analyze Customer Feedback Data

Receive Care Request Track Care Request Update Knowledge Base Track Care Request Measure Care Performance Define Interaction Media Analyze Performance Measurements

Customer Support 72 Customer Support/iSupport/Fi eld Service 239 Depot Repair Customer Support Field Service Customer Support Customer Support 89 341 84 155 87 CS1415 CS0834 CS0834

Process Process Process Setup,Process Setup Setup Process Metric Metric

Service Customer Analyze Customer Feedback Data Intelligence Customer Analyze Customer Feedback Data Intelligence


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceMetric Process Process Setup Process Setup Setup Process, Setup Process, Performance Setup, Process Process Metric Process Process, Setup Setup Setup Metric Process, Setup Setup, Performance Process Process, Setup Setup Setup, Performance Process Process Setup

OBM Level II 151 152 153 154 155 156 157 158 159 160 161 162 163 164 165 166 167 168 169 170 171 172 173 174 175 176 177 178 179 180 181 182 183 184 185 186 187 188 189 190(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Evaluation - (CSS07) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02)

OBM Level III

OBM Level IV

ApplicationField Service

OBM Row No.CS0838 CS0836 CS0836 CS0832

Process

CategoryMetric Business Metric Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Business Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Reporting Business Reporting Business Business Business Business Business Metric Business Reporting Business Business Business Business

Process Analysis QuestionsHow do you estimate the costs for a field technical onsite visit? Do you track replacement of items at customer premises - swap customer/parts serial numbers, etc. Is the reason for failure and remedial action recorded How is revenue recognized? Where in your accounting cycle do you run standard reports for Service Are Service reports standard across multiple Sets of Books, for example, subsidiaries? Are Service reports standard across multiple levels within a set of books, i.e. divisions? Do some of these Service reports belong in a report set - always being run together? Do the separate business units run their own Service reports Do you provide a Key of content/information somewhere on the Service reports How do you update a Service report distribution list? How long does it take to update a Service report distribution list? How many visits are made by Field Engineers in a day Is the process to update a Service report distribution list documented? Is there any requirement for on-line (soft copy) distribution and/or remote location printing for Service reports Is there any Service reporting requirements that your current reports do not meet? What account codes and/or descriptions are required on Service reports? What are the Strengths? Weaknesses? What are your Service reporting requirements with respect to summary vs detailed formats. What business performance statistics do you monitor for Service What is the criteria for determining who should get a copy of the Service reports? What reports do you currently generate to meet your Service reporting requirements What Service reports are grouped together on a regular basis and printed in one print run? What type of printers do you run Service Reports on? Where are they located? Who performs the tasks associated with updating a Service report distribution list? Who receives a copy of the Service Reports? What analysis needs are there? By whom?

Analyze Field Engineer Utilization Analyze Field Engineer Utilization Rate Rate Analyze Product Performance Data Analyze Product Performance Data Identify and Size Revenue Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Analyze Field Engineer Utilization Rate Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Analyze Service Performance Measurements Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Determine and Report Service Measure Variances Analyze Service Performance Measurements Determine and Report Service Measure Variances Analyze Benchmark Manage Schedules and Capacity Assign Requests Manage Schedules and Capacity Assign Requests Manage Schedules and Capacity Set Appointments Track Service Plan Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Manage Schedules and Capacity

Analyze Product Performance Data Mobile Analyze Product Performance Data Field Service Identify and Size Revenue Classify and Report Not identified Not identified Not identified Not identified Not identified Not identified Not identified Analyze Performance Measures Not identified Not identified Not identified Not identified ALL

Service Intelligence CS0831 Service Intelligence CS0831 Service Intelligence CS0831 Service Intelligence CS0831 Service Intelligence CS0831 ALL ALL ALL Field Service ALL ALL CS0831 CS0831 CS0831 CS0838 CS0831 CS0831

Service Intelligence CS0831 CS0831 CS0831

All Customer Analyze Customer Feedback Data Intelligence Not identified Analyze Performance Measurements Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Analyze Benchmark Not identified Assign Requests Manage Schedules and Capacity Assign Requests Manage Schedules and Capacity Set Appointments Track Service Plan Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Manage Schedules and Capacity

Service Intelligence CS0831 Customer Intelligence CS1415 All CS0831

Service Intelligence CS0831 Service Intelligence CS0831 ALL All ALL Customer Intelligence Customer Intelligence Field Service Depot Repair Depot Repair Field Service Field Service Field Service Field Service Field Service Mobile Field Service Field Service Mobile CS0831 CS0831 CS0831 CS1415 CS0831 CS0804 CS0803 CS1418 CS0803 CS1418 CS0803 CS0804 CS1413 CS0803 CS0803 CS0801 CS0803

What reporting needs are there? By whom? Setup Do you estimate time to arrival for Field Service Technicians going from job to job Process Do you Perform " Depot Repair" Are Depot Repair Work orders assigned to Technicians based on their skill levels? Metric Metric/Setup

Are Field Engineers available on stand-by, if so when can they be dispatched Setup Are Field Engineers given a days schedule or are they assigned a new job after completion of the previous Process Are Field Engineer's vacation, training and other non-availability recorded Are preventative maintenance visits automatically scheduled Are repeat visits soon after an installation or repair monitored Are there any seasonal or other fluctuations in the number of visits Are there standard times for types of work or call symptoms Process Process Metric Performance Setup

Are they assigned repair jobs by System or Product? Metric/Setup Can a Field Engineer be working on more than one job concurrently when on a customer site Process


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceProcess Process Process Process Process Process Process Setup Setup Process Process Process Process Process Process Setup Process Metric Metric Process Process Process Process Metric Metric Process Process Metric Metric Metric

OBM Level II 191 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209 210 211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 227 228 229 230 231 232 233(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02) Service Fulfillment - (CSS02)

OBM Level IIIManage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Track Service Plan Assign Requests Prioritize Requests Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Track Service Plan Prioritize Requests Manage Schedules and Capacity Track Service Plan Track Service Plan Manage Schedules and Capacity Prioritize Requests Manage Schedules and Capacity Manage Schedules and Capacity Set Appointments Manage Schedules and Capacity Prioritize Requests Track Service Plan Track Service Plan Track Service Plan Track Service Plan Set Appointments Track Service Plan Track Service Plan Track Service Plan Assign Requests Assign Requests Manage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Assign Requests

OBM Level IVManage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Track Service Plan Assign Requests Prioritize Requests Manage Schedules and Capacity Manage Schedules and Capacity Prioritize Requests Track Service Plan Prioritize Requests Manage Schedules and Capacity Track Service Plan Track Service Plan Manage Schedules and Capacity Prioritize Requests Manage Schedules and Capacity Manage Schedules and Capacity Set Appointments Manage Schedules and Capacity Prioritize Requests Track Service Plan Track Service Plan Track Service Plan Track Service Plan Set Appointments Track Service Plan Track Service Plan Track Service Plan Assign Requests Assign Requests Manage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Manage Schedules and Capacity Assign Requests

ApplicationMobile Mobile Mobile, Pricing Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Mobile Field Service Field Service Field Service Field Service Mobile Mobile Field Service Mobile Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Field Service Mobile Field Service Field Service Field Service

OBM Row No.CS0803 CS0803 CS0803 CS0801 CS1413 CS1418 CS0801 CS0803 CS0803 CS0801 CS1413 CS0801 CS0803 CS1413 CS1413 CS0803 CS0801 CS0803 CS0803 CS0804 CS0803 CS0801 CS1413 CS1413 CS1413 CS1413 CS0804 CS1413 CS1413 CS1413 CS1418 CS1418 CS0803 CS0803 CS0803 CS0803 CS1418

Process

CategoryBusiness Business Business Validation Business Business Business Business Business Business Business Business Business Reporting Metric Business Business Business Metric Business Reporting Business

Process Analysis QuestionsCan a Field Engineer do installations as well as repairs Can a Field Engineer do preventative maintenance Can a Field Engineer do work on a Time and Materials basis where there is no Service Contract Can all these types of work be handled by a Field Engineer Can Field Engineers be taken off low priority jobs Can the customer specify which Field Engineer will be sent Describe the Dispatch rules: Request Priority/ First come-First served/Customer ranking Do Field Engineers work rosters or shift patterns if so how are they defined Do some jobs require more than one person and/or skill set Do you assign field engineers to handle specific problems or customers? Do you capture engineer time for specific service requests Do you group field engineers together based on skill and ability? Does communications have to be proactive/real-time or will the Field Engineer connect when it is convenient Does the Field Engineer have to record time of arrival on site Does the Field Engineer update the time required for the job, thus amending likely availability for the next job Does the work time allowed vary according to skill level How is the call-intake/dispatch/planning department organized How many calls will a Field Engineer handle in an average day How much time does a Field Engineer spend travelling in an average day If a job is recorded as uncompleted is it automatically assigned to the same Field Engineer the next day as his first job If contractors are not to be part of the system how will work be dispatched and progress recorded

If yes, how are engineers assigned to specific service requests? Is accurate data available for use by the optimization rules e.g. mileages, Business / Reporting costs Validation Metric Metric Business Validation Business Metric Business Business Business Business Business Business Business Is performance against contractual conditions measured Is performance of actuals v standard times analyzed Is the actual time spent on the job recorded Is the Field Engineer given information as to how to get access to the premises and contact information Is the mean time between failures monitored Is the number of "trivial" visits to a customer or account measured can this result in a customer billing Is the time to respond and time to fix measured, can failure to comply with contractual conditions result in penalty payments

What are the constraints that can be over-ruled in scheduling Field Engineers Setup What are the constraints that MUST be matched in scheduling Field Engineers Setup What are the rules for continuing to work after normal end of day What is the duration of an average field service visit What is the escalation process if response to requests exceeds set times What percentage of jobs require more than one Field Engineer to attend What preferences/rules are used in scheduling Field Engineers What type of Communication will be used to notify Field service reps and Sales Persons of Service requests and Other Customer interactions? Via workflow or E-mail / Notifications? Which of the above types of work uses most of the Field Engineers time Do you send replacement parts (in lieu of sending a technician)? Does the Field Engineer have access to the units service/repair history Are Service Techs/Reps dispatched? Describe the Process. Are all Field Engineers computer literate Setup Metric Process Metric Setup

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Service Fulfillment (CSS02) Service Fulfillment (CSS02) Defect Resolution (CSS03) Defect Resolution (CSS03) Customer Service Administration (CSS01)

Assign Requests Prioritize Requests Deliver Repaired Products Query Problems in Knowledge Base Manage Schedules and Capacity Define and Maintain Service Infrastructure and Deployment

Assign Requests Prioritize Requests Execute the Solution Research the Problem Not identified Not identified

Field Service Field Service Customer Support Field Service Mobile Mobile

CS1418 CS0801 CS0809.9 CS0806.1 CS0803 CS1413

Business Metric Business Business Business Business

Setup Metric Process Process Metric/Setup Performance


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceSetup Metric Setup Setup Setup Process Performance Setup Setup

OBM Level II 234 235 236 237 238 239 240 241 242 243 244 245 246 247 248 249 250 251 252 253 254 255 256 257 258 259 260 261 262 263 264 265 266 267 268 269 270(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01)

OBM Level IIIDefine and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment

OBM Level IVNot identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

ApplicationCustomer Support Mobile Customer Support Customer Support Customer Support ALL Mobile Mobile Customer Support

OBM Row No.CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413

Process

CategoryBusiness Business Business Business Business Business Business Business

Process Analysis QuestionsAre any changes planned? Are the field service reps "billed out" by skill level? How Many? (of each) Are the field service reps "Graded" by skill level? Are the service reps "Billed out" by skill level? Are the service reps "Graded" by skill level? Are there any processes that you would like to eliminate? Are there IT resources identified to support Field Engineers Are your Field Service Techs/Engineers graded by skill level? Are your Service Orgs cost or profit centers? By what means are Products and Services sold? What are the order-taking requirements? Do you have any idea of the order volumes? Can refurbished parts be used for repairs Can repairs be made by replacement

1

Business

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

Sales products Field Service Field Service Field Service Field Service Depot Repair Field Service Field Service Field Service Depot Repair Depot Repair Depot Repair Service Contracts Depot Repair Depot Repair Customer Support Customer Support/Depot Repair Depot Repair Depot Repair Field Service Field Service Customer Support Customer Support Mobile Customer Support Customer Support Customer Support Customer Support

CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413

Business Business Business Business Business Business

Process Process Process

Can the Field Engineer get parts couriered to site Process Can units being serviced or repaired be mobile with a "one-time" address e.g. truck Process

Do you create invoices for your repair services? Process Do customers hold stocks of spares, if so who owns them and when are they Business / Reporting billed Process Do refurbished parts have a "life" (counter value" which has to be considered Business when sold or used in a subsequent repair Process Business / Reporting Do unit locations have to be recorded within an address for a large site Business Business Business Business Business Business Business Do you bill for expensed items when performing repair services? Do you bill for labor when you perform repair services? Do you charge customers for repairs based on product attributes/qualities? Do you charge customers for repairs that are out of warranty? Do you create separate repair lines for each item with a different serial number? Do you create work orders in order to track time and materials against customer repairs? Do you have a written" Knowledge base" of known problems and fixes? Setup Process Process Process Process Process Process Process/setup

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413

Business Metric Metric Business Business Business Business Security Business Business Business Business

Do you maintain separate price lists for your service billings? Do you track items by serial number when they are received back for repair? Do you track repair jobs through the manufacturing repair process? Does the Field Engineer carry with him a stock of spare parts Does the Field Engineer requisition for consumable items How are adjustments to closed periods for Service Handled

Process Process Process Setup Process Process

How are Service reps paid? Salary? Exempt/non-exempt? Hourly? % Billing? Process How do Field Engineers connect with the existing service system How do they interact (connect)with your service system today? How do you envision it in the future? (Same/ different) How do you maintain information regarding customer returns? How do you open/close an accounting period for Service Requests Setup Process Setup Process Process


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceProcess Process Process Setup Process Process Process Setup / Process Setup Setup Process Process Process Setup Setup Setup Process Process Setup Setup Setup / Process

OBM Level II 271 272 273 274 275 276 277 278 279 280 281 282 283 284 285 286 287 288 289 290 291 292 293 294 295 296 297 298 299 300 301 302 303 304 305 306(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01)

OBM Level IIIDefine and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy

OBM Level IVNot identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

ApplicationField Service Field Service Customer Support Customer Support Mobile Mobile Mobile Inventory Inventory Field Service Customer Support Field Service Customer Support Customer Support Field Service Mobile Customer Support Depot Repair Mobile Mobile CRM Foundation Field Service/Customer Support Field Service/Customer Support Field Service/Customer Support Customer Support Mobile Depot Repair Customer Support Customer Support Mobile Installed Base Service/ OE / Inv / BOM Contracts Installed Base Field Service Field Service

OBM Row No.CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413

Process

CategoryBusiness

Process Analysis QuestionsHow does his stock of spares get replaced

Business / Reporting How does the "counter" information on a product get updated How long does it take to open/close an accounting period for Service Business Requests 1 Business Business Business Business Business Business Validation Business Business Business Business Business Security Business Business Business Business Business How many Service Call Centers do you operate? How will Field Engineers laptops be repaired or replaced How will Field Engineers palm devices be repaired or replaced How will new releases of software be issued to Field Engineers Identify and note all AssembleTo Order (ATO) items on the Item master Identify and note all Configurable items on the Item master. Is address and location information accurate and complete Is closing an accounting period for Service Requests a hard or a soft close Is the RMA process documented? Is the schedule to open/close an accounting period for Service Requests documented What are the expected gains to be derived from the change(s)? What are your Service Engineer Territories? What communication/network structure is preferred to connect Field Engineers laptops to central server What types of products and service offerings do you have today? Who maintains the information regarding Depot Repair- eg. The RMA process? Will Field Engineers be able to keep personal data (phone numbers, to dos etc.) on their laptops Will Field Engineers be able to keep personal data (phone numbers, to dos etc.) on their palm devices Will word-processing documents, invoices, spreadsheets, etc. be attached to Service records for view by system users?

(CS) Customer Service

Not identified

CS1412

Business

Create a chart linking the Service Jobs to the Service groups Define the Service Groups (roles: products serviced, customers assigned, area covered, etc.) within each department in your Service Organization

Setup


Not identified

CS1412

Business

Setup

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified Not identified

CS1412 CS1412 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414

Business Business Business Business Business Business Business Business Business Business Reporting Business Business

What are the Service Jobs (tasks) within your Organization What types of Customer interaction methods will you/do you use? Are Field Engineers "graded" by skill type and/or level Are Sales Leads used for Depot repair lead generation? Are Sales Leads used for Service Contract lead generation? Are service requests used for lead generation? Are Service Techs/Reps dispatched? Describe the Process. Are there Package deals? Are there product Configuration requirements?

Setup Setup Setup Process Process Process Process Setup Setup

Are your service events Time-based or Counter-based ? Setup At what level(s) do you track the product? orderable product vs. component? Serial Numbers? Revisions? Upgrades? Process Can a Field Engineer bring back a part for refurbishment Can a Field Engineer issue a quote on-site for a Time and Material repair Process Process


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceProcess Process Setup Setup

OBM Level II 307 308 309 310 311 312 313 314 315 316 317 318 319 320 321 322 323 324 325 326 327(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01)

OBM Level IIIDefine Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy

OBM Level IVNot identified Not identified Not identified Not identified

ApplicationField Service Field Service Order Management Contracts

OBM Row No.CS1414 CS1414 CS1414 CS1414

Process

CategoryBusiness Business Business Business

Process Analysis QuestionsCan a Field Engineer issue an invoice for work done on-site Can a Field Engineer raise a service contract Can Services be sold with the Product? Define all Service Programs, including Duration. Determine any additional Order transaction types that will be used. (Loaned: Loaner unit shipped. Advance Exchange: Replacement Shipped.) Determine which products on your Item Master are serviceable and note them. Do Field Engineers have access to technical information and knowledge based tools for resolving problems Do Upgrades and Replacements inherit support services from existing products? Do you offer services based on local time zone (at your customer's location i.e. CA) or based on your time zone (the dispatch facility location - i.e. NY)? Do you Service only those products that you sell, or other products as well?

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy

Not identified Not identified Not identified Not identified

Installed Base Inventory Mobile Depot Repair

CS1414 CS1414 CS1414 CS1414

Business Business Business Business

Setup Setup Process Setup


Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy


Field Service Depot Repair Depot Repair Field Service Order Capture Mobile Order Management Order Management Service Contracts Mobile Depot Repair

CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414

Business Business Business Reporting Business Business

Process Setup

Do you use third party Service providers for specialized services? Setup Does the Field Engineer record changes in product configuration e.g. addition of new options and serial no. Process For how long Are quotes valid? Process Setup.Process Process Process Setup Process Process Process Setup

How are Field techs/Reps Dispatched? How often (%) are Services sold after the Product has already been Business / Reporting delivered/installed? Business / Reporting How often (%) are Services sold with the Product? If Applicable, are your Contracts based on Unit operating Time or action Business Counts? If Field Engineer territories are allocated according to fixed rules, what are Validation they Business Business Business If you service other products, how do you define and track them? Is the Installed Base used for sales prospecting? Prepare a list of Repair Diagnoses Codes to be used to describe standard repairs. (Ex: Broken, Burnt, Shorted. Worn,etc. ) Prepare a list of Repair Reject Reasons to be used to explain why a repair was not performed. (Ex: OBS: Obsolete: Unit is Obsolete. REPL: Replace,DoNot Repair.HICOST: Cost is too high. LOCOST:Cost estimate is too low.

Service Intelligence CS1414 Depot Repair CS1414

328 329 330 331 332 333 334 335 336 337 338 339 340 341


Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01)

Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy


Depot Repair Mobile Contracts/Installed Base Depot Repair Mobile Order Capture Depot Repair Customer Support Customer Support Customer Support Customer Support Depot Repair Contracts Customer Support/Depot Repair

CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414 CS1414

Business

Setup

Business / Reporting Prepare a list of Territories to be used when managing your service Personnel Setup Business Business Business Business Business Business Business Business Business Business Business What Counter-based events do you use? What are the diagnosis codes you use? What are the dispatch Support Levels you will use. Ex: Level I,Level II, Level III,Master Tech, Trainee, etc. What are the Standard Terms and Conditions for normal item quotes. What are the Repair Statuses you use? What are the Timezones your company operates in? What are the workflows that are used in your service processes? What are your Service Request Action Types What are your Service Request severity codes What are your Depot Repair Processes? What are your Labor coverage amounts for service Coverages. Setup Setup Setup Process Setup Setup Setup Setup Setup Setup Setup


Define Service Delivery Strategy

Not identified

CS1414

Business

What are your Labor Billing Rates?

Setup


RD.020 Business Process Questionnaire OBM Level I Type = Setup Metric Process PerformanceSetup Setup

OBM Level II 342 343 344 345 346 347 348 349 350 351 352 353 354 355 356 357 358 359 360 361 362 363 364 365 366 367 368 369 370 371 372 373 374 375 376(CS) Customer Service (CS) Customer Service Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01) Customer Service Administration (CSS01)

OBM Level IIIDefine Service Delivery Strategy Define Service Delivery Strategy

OBM Level IVNot identified Not identified

ApplicationContracts Contracts Customer Support/Depot Repair Contracts Contracts Field Service Contracts Customer Support/Depot Repair Customer Support/Depot Repair Depot Repair Depot Repair Order Capture Customer Support Customer Support Web Customers Contracts Customer Support Customer Support Mobile Customer Support Web Customers Mobile Mobile Mobile Customer Support Service Customer Support Field Service Field Service/Customer Support Field Service/Customer Support Customer Support

OBM Row No.CS1414 CS1414

Process

CategoryBusiness Business

Process Analysis QuestionsWhat are your Material coverage dollar amounts for service Coverages. What are your Service Coverage days of the week and hours.

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy


CS1414 CS1414 CS1414 CS1414 CS1414

Business Business Business Business Business

What Billing types do you use? What is the Expense dollar amounts for service Coverages. What is the frequency, duration, time, and tolerance of all events that occur in your service process. What other information does the Field Engineer require to have for the product What Time-based events do you use?

Setup Setup Setup Process Setup


Define Service Delivery Strategy

Not identified

CS1414

Business

What Transaction Bill types do you use?

Setup

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define Service Delivery Strategy Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Maintain Service Infrastructure and Deployment Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization Define and Manage Service Organization


CS1414 CS1414 CS1414 CS1414 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1413 CS1412 CS1412 CS1412 CS1412 CS1412 CS1412 CS1412

Business Business Business Business Business Business Business Business Business Business Validation Business Business Business Business Business Business Business Business Business

What Transaction Groups do you use? When is Replacement a better solution than Repair? Which types of Services require Depot Repair? Who/what determines pricing/discounts granted on quotes?

Setup Process Process Process

Are there any processes you would like to eliminate Process Are there any time intensive processes with maintaining your service program information that you would like to automate. Process Does your Company have an Interactive website? How do you audit your information for expiring service programs? How do you maintain information about your service programs (different service options?) Is a Call Center utilized to receive all incoming Calls? What system is the source of information for Mobile Field Service, if Oracle Service being used what release will be running What type of service related training is given to Call center personnel? Will your customers be able to log service requests through the Website? Are the field service reps assigned by System or Product? Are the field service reps Assigned to Customers? Are the field service reps Assigned to Territories? Are the service reps all employees, or are some Contractors? Are the service reps assigned by System or Product? Are the service reps Assigned to Customers? Are the service reps Assigned to Territories? Setup Process Process Process Process Process Setup Setup Setup Setup Setup Setup Setup Setup


Not identified

CS1412

Business

Are they all employees, or are some Contractors?

Metric/Setup

(CS) Customer Service (CS) Customer Service

Not identified Not identified

CS1412 CS1412

Business Business

Are they on some type of "incentive" plan?" Associate the employee positions within your company to the Service Jobs. Create a chart associating the Support Levels to the employees in your service orgs, if applicable. (Ex: J Jones-Trainee. R. Brown-Master Tech) Do other departments receive copies of those quotes? Which ones? Do you have Depot Repair Technicians? Do your Depot Repair Techs specialize?(Task/ Type of equipment)

Metric/Setup Setup

(CS) Customer Service (CS) Customer Service (CS) Customer Service (CS) Customer Service

Not identified Not identified Not identified Not identified

Customer Support Customer Support Depot Repair Depot Repair

CS1412 CS1412 CS1412 CS141

a rd 020 process questionnaire

Documents