OBM Business Flow

Oracle Business Flows Horizontal (Any Organization) E-Business Strategy Group Oracle Consulting

Oracle Business Models v 5.0

1

Oracle Industry Model: Horizontal Plan

Source

Fulfill

Market

Sell

Campaign to Lead

Procure to Pay

Support

Lead to Order

Contact to Resolution

Order to Cash

Contract to Renewal Enterprise Management People to Paycheck

Supply Chain

Oracle Business Models v 5.0

Project to Profit

CRM

Accounting to Financial Reports

Back Office Return

2

Procure to Pay

High Level Flow

Receipt to Assets

Analyze to Agreement

Requisition to Receipt – Indirect

Supplier Invoice to Payment

Expense to Post

Supplier Return to Debit

Supplier Return to Replacement

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

3

Order to Cash (Horizontal)

Campaign to Order

High Level Flow

Order to Customer Invoice

Credit Approval to Customer

Customer Invoice to Cash

Revenue to Post

Customer Return to Credit

Customer Return to Replacement

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

4

People to Paycheck

High Level Flow

Strategic Staffing to Hire

Supplier Invoice to Payment

Benefits to Payroll

Time Collection to Payroll Processing

Project Execution to Invoice / Asset Planning Compensation to Commission Relate to Retain

Assess to Progress

Deploy to Achieve

Related Flows

Concept to Release

Subledger Journals to Post Payroll to Payment Bank Statement to Cash Reconciliation

Develop to Succeed Employee Incident to Workers Compensation

Offerings

Termination to Payroll

Oracle Business Models v 5.0

Return

5

Project to Profit

High Level Flow

Time Collection to Payroll Processing

Proposal to Project Contract

Plan to Project Budget

Receipt to Assets

Project Execution to Invoice / Asset

Analysis to Project Closure

Project to Staffing

Customer Invoice to Cash

Utilization to Forecast

Expense Report to Invoice

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

6

Accounting to Financial Reports

High Level Flow

Revenue to Post

Financial Management to Reporting

Expense to Post

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

7

Revenue to Post

Contract to Renewal

High Level Flow

Customer Return to Credit

Order to Cash Customer Invoice to Cash

Subledger Journals to Post

Contact to Resolution Customer Statement to Collections Project Execution to Invoice / Asset Credit Approval to Customer

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

8

Expense to Post

High Level Flow

Project Execution to Invoice / Asset

Receipt to Assets

Assets to Depreciation

Subledger Journals to Post

Inspect to Disposition

Supplier Return to Debit

Expense Report to Invoice

Supplier Invoice to Payment

Requisition to Receipt – Indirect

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

9

Financial Management to Reporting

High Level Flow

Revenue to Post

Budgets to Approval

Expense to Post Subledger Journals to Post Payroll to Payment

Product STD Costing to Inventory Revaluation

Period End Close to Financial Reports

Intercompany Journals to Post

Cash Forecast to Funds Transfer

Bank Statement to Cash Reconciliation

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

10

Contract to Renewal

High Level Flow

Author to Sign Sales Contract

Author to Sign Service Contract Customer Invoice to Cash Change or Terminate Contract Lead to Order Expiring Contract to Renewal

Quote to Warranty / Extended Warranty

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

11

Click to Resolution

High Level Flow

Registration to User Access (Self–support) Self-support to Resolution

Knowledge Contribution to Acceptance

Create to Publish Knowledge

Customer Feedback to Intelligence

Create to Publish Content

Maintain Account to Personalize Homepage

Insight to Campaign Plan

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

12

Self Support to Resolution

High Level Flow

Knowledge Contribution to Acceptance

Create to Publish Knowledge

Forum Posting to Response

Knowledgebase Search to Result

Registration to User Access (Self– support)

Email Inquiry to Response Maintain Account to Personalize Homepage

Install Base Update to Product Return

Customer Feedback to Intelligence

Service Entitlement To Resolution

Web Service Request to Escalation

Offerings Service Request to Entitlement Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

13

Contact to Resolution

High Level Flow

Dispatch to Repair

Return to Repair Click to Resolution Customer Invoice to Cash

Contract to Renewal Call To Resolution Customer Return To Credit

Lead to Order

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

14

Call to Resolution

High Level Flow

Order to Status Inquiry

Customer Return To Credit

Click to Resolution

Return to Repair Lead to Order

Service Request To Intelligence

Service Request to Entitlement

Service Entitlement To Resolution

Dispatch to Repair

Customer Invoice to Cash

Service Request to Contract Quote to Warranty / Extended Warranty

Related Flows

Offerings

Concept to Release

Oracle Business Models v 5.0

Return

15

Dispatch to Repair

Web Service Request to Escalation

High Level Flow

Service Request to Dispatch

Dispatch to Technician Move Order

Service Request to Parts Replenishment

Customer Invoice to Cash

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

16

Return to Repair

Web Service Request To Escalation

High Level Flow

Service Request to Depot Repair

Customer Invoice to Cash

Customer Return To Credit Service Request To Entitlement

Service Request to Exchange Inspect to Disposition

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

17

Lead to Order

High Level Flow

Campaign to Lead

Inbound Call To Lead

Lead To Opportunity

Outbound Call To Lead Sales Force Management

Opportunity To Order Web Browse to Order Configure Quote to Order

Order to Cash

Insight to Campaign Plan

Offerings Product Trade–In To Order Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

18

Campaign to Lead

High Level Flow

Execute Campaign To Event Cleanse Data to Enhance

Execute Campaign to Direct Mail & Advertising

Analytics to Insight

Insight to Campaign Plan

Concept to Profitability

Design to Release

Execute Campaign To Telesales

Lead to Order

Execute Campaign to Web Execute Campaign to Email

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

19

Sales Force Management

High Level Flow

Sales Force Planning

Lead to Order

Opportunity to Forecast to Management Rollup

Order to Cash

Planning Compensation to Commission

Payroll to Payment

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

20

Web Browse to Order

High Level Flow

Campaign to Lead

Registration to User Access

Web Prospect to Shopping Cart

Catalogue to Assembled Content

Personalization to Content Deployment

Insight to Campaign Plan

Shopping Cart to Contract

Order to Cash

Order to Status Inquiry

Order Receipt to Intelligence Automated Payment To Funds Clearing

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

21

Business Flow

Cleanse Data to Enhance

MK7103

SL0769

Import Customer Data and Lists

Maintain Customer Information

• Process of importing prospect and customer lists from multiple sources, selecting and loading target records.

• Edit customer data

MK7151

Analyze Current Customer Data Quality M • Assess current data quality of customer and prospect data base

MK7152

MK7101

Identify Customer Data Duplications

Merge Duplicate Customer Records

M

• Identify customer and prospect data duplications

M

• Process merge requests either batch or individual

MK7205

MK7206

Identify Multiple Customer Records

MK7104

SL0769

MK7106

Consolidate Customer Information

Identify Customer Enhancement Data

Maintain Customer Information

Compare and Enhance Customer Record

• Automated mapping of business / party relationships

•Enhance customer or prospect data either individual or batch

M

M • Identify inaccurate of multiple instances of a customer using an external knowledge base

• Resolve / consolidate multiple instances of a customer

M

• Identify enhancement data needed to complete customer and prospect profiles

M

SL0769

Maintain Customer Information

Analytics to Insight

• Process business / party relationships as identified

Flow Value Statement

Enterprise Roles Database Marketing Manager Outside Vendor Marketing Manager

Oracle Business Models v 5.0

Return

22

Cleanse Data to Enhance

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

• • •

Imports customer data and lists Identifies data duplications, multiple instances of a customers and inaccuracies Identifies party relationships Consolidates inaccurate representations of a customer Enhances customer profile data

Data quality managers Marketing Managers IT departments

Where is the ROI?

Modules Licensed

• •

•

•

• •

Reduced cost per marketing contact Reduced Marketing Waste and Redundancy More accurate targeting and response rate through better profiles Improved customer value Automated party relationship identification in TCA Oracle Business Models v 5.0

OCO

Return

23

Business Flow

Analytics to Insight

Cleanse Data to Enhance

MK7109

MK7110

MK7111

MK7112

Allocate Cost to Serve

Create Customer Income Statement

Calculate Account and Party Profitability

Segment Customers by Profitability M KPI Deciles

M

• Allocate cost to serve to each customer

M

• Based on allocations, create an income statement for each customer

KPI

•Calculate customer account / Party profitability and life time value

MK7113

MK7114

MK7115

Score Customers Using Customer Value

Build and Test Predictive Models

Score Market Segment or List

M • Score customers based on customer value

M

•Segment customers based on customer value

Insight to Campaign Plan

M

M

•Build predictive models, based on test campaigns and determine lift

• Score market segment or list based using the predictive model

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Marketing Manager Financial Analyst

Return

24

Analytics to Insight

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

•

Identifies and scores customer profitability / LTV Identifies and scores customers most likely to respond to an offer or most likely to defect

Marketing managers CEO/ CIO

Where is the ROI?

Modules Licensed

• • • •

•

Improved marketing response rate Reduced cost to acquire Improved customer retention / loyalty Improved customer value

Oracle Business Models v 5.0

Advanced OM

Return

25

Business Flow

Insight to Campaign Plan (Page 1 of 2) Opportunity to Forecast to Management Rollup Marketing Strategy to Market Share Concept to Release (Process) Analytics to Insight Concept to Profitability Customer Feedback to Intelligence Opportunity to Order Order Receipt to Intelligence

MK0737

MK7006

MK7008

MK7116

Measure Marketing Activity Results

Define Marketing Activity Plan

Define Marketing Activity Budget

Define Marketing Objective/Message

KPI

M

• Process of developing plans for marketing and sales programs, campaigns and events.

• Define results views • Analyze results •Determine program, medium and channel effectiveness

M

• Create and approve budget for a marketing activity: programs, campaign, or event.

M

• Determine campaign objective and message

MK7117

MK7004

MK7009

MK7011

MK0717

Define Marketing Medium

Define Audience Segments

Define Program

Define Campaign

Manage Customer Lists

• Determine which medium or channels for campaign

• Determine target segments based on results of Perform Analytics

M

• Define the program: products, target audience, schedule, communications plan, channels, required collateral, responsibilities and resources, metrics, offers, campaigns and events.

• Define the campaign: products, segments, schedule, communications plan, channels, required collateral, responsibilities and resources, metrics, offers.

A M

• Create lists of target customers/prospects based on specific marketing activity objective, past results, and on Analytics to Insight

Enterprise Roles Marketing Manager VP of Marketing

Oracle Business Models v 5.0

Return

26

Business Flow

Insight to Campaign Plan (Page 2 of 2)

A

MK7015

MK7118

MK0731

MK7120

MK7005

Manage Marketing Activity Budget

Create Campaign Metrics

Develop Marketing Collateral

Specify Cross Sell and Up Sell Products

Define Promotions

M

• Manage changes to budget and revenue and expense allocations to budget.

• Define metrics by which campaign results will be measured

M

• Process of defining, developing and delivering marketing and sales collateral.

M

• Defining the business rules for up sell and cross sell products that may promoted with offer

• Defining offers and promotions which apply to products based on marketing tactics.

Execute Campaign to Event Execute Campaign to Direct Mail & Advertising Execute Campaign to Telesales Execute Campaign to Web Execute Campaign to Email Concept to Profitability

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Marketing Manager VP of Marketing

Return

27

Insight to Campaign Plan

Business Flow Value Statement

What does it cover?

Who is affected?

•

Analyse, Prepare and Plan Campaigns

•

Automated budget Management

•

Create and manage targeted lists (Targeted selections, Import and DeDuplication)

• • • •

•

More Efficient, higher velocity campaigns from automated campaign planning and execution

Marketing Manager Marketers IT Departments CEO/CIO

Where is the ROI?

Modules Licensed

•

•

• • • • •

Improved Campaign Efficiency, higher Marketing ROI Tight Budget Control, lower variance Cost Efficient Channel Usage Improved marketing response rates Reduced Cost to Acquire Improved customer retention Oracle Business Models v 5.0

OM, A–OM, Discoverer

Return

28

Business Flow

Concept to Profitability

MK7119

MK1632

MK1633

MK7120

MK7005

Determine Product Demand

Define Product Concept

Define Product Pricing

Specify Cross Sell and Up Sell Products

Define Promotions

M

• Build demand profile and estimated ROI based on market and customer research

M

• Determines product requirements; features to be incorporated, options to be offered, packaging and bundling variations

PD7140

Assign Product to Inventory / Shipping Organization

M

• Determines the structure and level of prices to offer.

OF1173

Design to Release

• Assign product to an inventory and shipping organization and part of a new product introduction

Maintain Price List

• Product has passed through all of the approval processes necessary to ready for sale at the determined price •This procedure covers adding and maintaining product price lists.

M • Defining offers and promotions which apply to products based on marketing tactics.

• Defining the business rules for up sell and cross sell products that may promoted with offer

Execute Campaign to Direct Mail & Advertising Execute Campaign to Event Execute Campaign to Email Execute Campaign to Web Execute Campaign to Telesales Insight to Campaign Plan

MK7121

Determine Product Profitability • Calculate product profitability and ROI on New Product

M

Enterprise Roles Marketing Manager

Flow Value Statement

Oracle Business Models v 5.0

VP of Marketing Product Manager

Return

29

Concept to Profitability

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

• •

Define and launch new products Identify cross sell and upsell options Determine product profitability

Product managers Marketing managers

Where is the ROI?

Modules Licensed

• •

•

Improved customer value Improved product profitability and ROI

Oracle Business Models v 5.0

OM, Advanced OM, Discoverer

Return

30

Business Flow

Execute Campaign to Event

Insight to Campaign Plan Concept to Profitability

MK7013

MK7122

MK7123

MK7124

Define Event

Create Event Deliverables

Execute Event Offer

Manage Event Registration

• Create Collateral and Deliverables for Event

• Communicate offer either email, direct, telesales, web, etc. to attract potential attendees to register for an event

• Define Event: Products, segment, schedule, location logistics, communications plan, required collateral, responsibilities and resources, metrics, offers.

MK7014

MK7125

MK7126

Execute Event

Analyze Event Results

Pass Registrants/ Attendees as Leads

KPI • Manage and perform the activities which roll out the event.

• Assess Event results

• Capture prospect / customer information to register attendees for the event

Lead to Opportunity Concept to Profitability

• Pass registrants / attendees to Lead to Opportunity process

Enterprise Roles Marketing Manager

Flow Value Statement

Oracle Business Models v 5.0

Marketing Representative

Return

31

Execute Campaign to Event

Business Flow Value Statement

What does it cover?

Who is affected?

•

Plan and execute marketing events

•

Attract and track registrants and attendees via Web, Mail, Phone and Direct Marketing

• • •

•

Budget Management

•

Response Management

•

Analyse event results

Marketing Manager Marketers IT Departments

Where is the ROI?

Modules Licensed

•

•

• • •

Improve campaign efficiency, Marketing ROI Improved Budget Control / variance Cost Efficient Channel Usage Improved event response and order rate

Oracle Business Models v 5.0

OM, A–OM, Discoverer

Return

32

Business Flow

Execute Campaign to Direct Mail & Advertising

Insight to Campaign Plan Concept to Profitability

MK0731

Develop Marketing Collateral

MK7012

MK0737

Generate Target List

Execute Campaign

Measure Marketing Activity Results

Pass Responses For Lead Qualification

• Assess Campaign results

• Pass responses for qualification to Lead to Opportunity process

M

M • Define and Create Collateral and Deliverables for Campaign

MK7128

MK7127

• Generate previously created list in order to execute a campaign

• Manage and perform the activities which roll out the campaign.

KPI

Lead to Opportunity Concept to Profitability

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Marketing Manager Marketing Representative

Return

33

Execute Campaign to Direct Mail & Advertising

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

•

Automate the execution of direct mail and advertising campaigns Analyse campaign results

Marketing managers CEO/CIO’s

Where is the ROI?

Modules Licensed

• • •

•

Improved marketing response rate Reduced cost to acquire More Efficient, higher velocity campaigns from automated campaign planning and execution, improved Marketing ROI

Oracle Business Models v 5.0

OM, Advanced OM, Discover

Return

34

Business Flow

Execute Campaign to Telesales

Insight to Campaign Plan Concept to Profitability

MK7103

MK7127

SL7017

MK0731

Import Customer Data and Lists

Generate Target List

Develop Sales Interaction Scripts

Develop Marketing Collateral

• Generate previously created list in order to execute a telesales campaign

• Process of importing lists from multiple sources, selecting target records and loading records.

MK7155

MK0737

Load Leads

Measure Marketing Activity Results

M

• Process of developing scripts to be used for telesales and telemarketing campaigns.

M

• Process of defining, developing and delivering marketing and sales collateral.

Inbound Call to Lead Concept to Profitability

KPI • Process of loading qualified leads and customer records from previous phases of current campaign or previous campaigns

• Process of collecting, reporting and analyzing marketing activity results

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Marketing Manager Database Marketing Manager

Return

35

Execute Campaign to Telesales

Business Flow Value Statement

What does it cover?

Who is affected?

•

Analyse, Prepare, Plan and Execute Call Center Campaigns

•

Define Scripts

•

Define cross sell / upsell options

•

Budget Management

• • • • •

•

Create and manage targeted lists (Targeted selections, Import and DeDuplication)

Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager

Where is the ROI?

Modules Licensed

• • • •

•

Improve Campaign Efficiency /Marketing ROI Improved Marketing Response Rate Improved Cross Sell Revenue Improved agent productivity (number of quality leads passed from call center agents, Increased number of calls per day, improved close rate on those increased calls, and increased deal size on the increased calls) • Tight Budget Control • Cost Efficient Channel Usage Oracle Business Models v 5.0

OMO, MI, A–OMO, Advanced Inbound, Advanced Outbound, Scripting

Return

36

Business Flow

Execute Campaign to Web

MK7142

MK7141

Insight to Campaign Plan Concept to Profitability

Create Web Content

M

• Create content to be placed on Web

Create Personalized Product RecommendationsM • Generate previously created list in order to execute a telesales campaign

MK7012

MK0737

Execute Campaign

Measure Marketing Activity Results

KPI • Customer receives marketing contact either email, direct, telesales, clicks on banner add or goes to Web site

MK7143

MK7144

Define Web Content Location

Create Web Placement

M

•Define the placement for the Web Content created

M

• Create placement for the Web Content created

Concept to Profitability Registration to User Access Catalogue to Assembled Content Web Prospect to Shopping Cart

• Assess Campaign results

Enterprise Roles Marketing Manager

Flow Value Statement

Oracle Business Models v 5.0

Web Store Administrator

Return

37

Execute Campaign to Web

Business Flow Value Statement

What does it cover?

Who is affected?

•

Execute Web Marketing Campaigns

•

Set up / personalize Postings and Rules

•

Analyze results

• • • • •

Marketing Manager Marketers IT Departments CEO/CIO Web Manager

Where is the ROI?

Modules Licensed

•

•

• • • •

Improve Campaign Efficiency / Marketing ROI Reduced cost per contact / cost to acquire Cost Efficient Channel Usage Improved customer retention Cost reduction from unassisted selling, customer cost of order errors, order abandonment Oracle Business Models v 5.0

OMO, A–OMO, Discoverer

Return

38

Business Flow

Execute Campaign to Email

Insight to Campaign Plan Concept to Profitability

MK7129

MK7130

MK7127

MK7131

Create Email Trigger

Create Email Content and Define Preferences

Generate Target List

Create and Execute Mail Merge

•Set conditions for initiating the email campaign

MK7132

MK0737

Send Email to Target List

Measure Marketing Activity Results

KPI

• Create email content and define preferences

• Generate previously created list in order to execute a email campaign

• Create and Execute the mail merge to prepare emails for sending

MK7128

Pass Responses For Lead Qualification

• Execute email with offer URL or response instructions send to target list

Lead to Opportunity Concept to Profitability

• Pass responses for qualification to Lead to Opportunity process • Assess Campaign results YES

Execute subsequent campaign based thresholds set by trigger then send email to target list

NO Subsequent Campaign Trigger ?

Flow Value Statement

Oracle Business Models v 5.0

Enterprise Roles Marketing Manager Marketing Representative

Return

39

Execute Campaign to Email

Business Flow Value Statement

What does it cover?

Who is affected?

•

Execute eMail Marketing Campaigns

•

Budget Management

•

Create personalized eMail content

•

Create and manage targeted lists for email campaigns (Targeted selections, Import and DeDuplication)

• • • • •

•

Set triggers for automatic subsequent email campaign execution

Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager

Where is the ROI?

Modules Licensed

•

•

•

• • •

Improve Campaign Efficiency / Marketing ROI Reduced cost per contact / cost to acquire Tight Budget Control Cost Efficient Channel Usage Improved customer retention

Oracle Business Models v 5.0

OM, A–OM, Discoverer

Return

40

Business Flow

Outbound Call to Lead

MK5901

MK5902

MK5903

Create Marketing Suppression List

Define Marketing Validation Rules

Create Marketing Recycling Strategy

• Create or associate an existing suppression list based on legal requirements and customer preferences.

• Cleanse, complete and format all customer contact data to ensure required data is complete in a standard format.

Insight to Campaign Plan Execute Campaign to Telesales

KPI

MK5904

MK5905

SL5906

SL5907

Define Calling Calendars

Select Dialing Parameters

Define Sales Interaction Codes

Assign Agents to Campaign

• Analyze target audience demographics and legal requirements to define outbound dialing calendars

• Define outbound dialing methods, calendars, rules, release strategy, recycling strategy for a campaign

• Select and associate outcome, result and reason codes for a campaign.

• Create best business practices recycling strategy based on marketing and campaign objectives.

Inbound Call to Lead

• Assign telesales agents to a specific outbound campaign.

Enterprise Roles

Call Center Administrator

Flow Value Statement

Oracle Business Models v 5.0

Database Marketing Manager

Sales Manager

Return

41

Outbound Call to Lead

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • • • •

• • • • • • • • •

Automated Scripts Response and Lead Management Predictive Dialling List Management Computer Telephony Integration Outbound Call Centre Management Reporting and Analysis

Where is the ROI? •

Improved Cross Sell Revenue

• • • • • • •

Improve Up-Sell Revenue Improve Campaign Efficiency / Marketing ROI Improved Marketing Response Rate Improved Agent Productivity Cost Efficient Channel Usage Increase Number of Qualified Leads Decrease Cost of Training Agents Oracle Business Models v 5.0

Chief Sales Officer Telemarketing Manager Telesales Agent VP, Telemarketing VP, Interaction Center Director, Call Center Chief Information Officer Vice President, Marketing Call Center Administrator

Modules Licensed • • • • • •

Advanced Outbound Advanced Inbound OMO Telesales Scripting Discoverer Return

42

Business Flow

Inbound Call to Lead

Execute Campaign to Telesales

SL7207

SL7160

SL7156

SL7138

Log into Interaction Center Systems

Receive Inbound Call

Receive Screen Pop and Script

Capture Contact Details

• The process of logging into Telesales application and interaction center work queue.

• The process of receiving an inbound sales call from a prospect.

• Process of receiving an automated screen pop and Telesales script from CTI.

SL7192

SL7158

MK7124

Contact Lead

Send Product Collateral

Manage Event Registration

• Process of generating and capturing a lead.

• Process of sending product collateral and other sales information to prospect.

KPI

• Process of gathering information about individuals and business before creating a lead.

Lead to Opportunity Opportunity to Order

• Process of enrolling qualified prospects in sales and marketing events.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Telesales Agent

Return

43

Inbound Call to Lead

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

Capture contact details Automated scripts Capture / qualify leads Send lead sales collateral

• • • • •

•

Response and lead Management

Where is the ROI? • • • •

•

Improve Campaign Efficiency /Marketing ROI Improved Marketing Response Rate Improved Cross Sell Revenue Improved agent productivity (number of quality leads passed from call center agents, Increased number of calls per day, improved close rate on those increased calls, and increased deal size on the increased calls) Cost Efficient Channel Usage Oracle Business Models v 5.0

Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager

Modules Licensed •

OMO, MI, A–OMO, Advanced Inbound, Advanced Outbound, Scripting

Return

44

Business Flow

Opportunity to Order

Lead to Opportunity Inbound Call to Lead Shopping Cart to Contract KPI

SL7025

SL7027

SL7028

Convert Opportunity To Quote

Manage Quote

Perform Cross–Sell Up–Sell

• The process of converting an opportunity to a quote and to enter a Quote

SL7147

SL0783

Configure Solution

Present and Negotiate Quote

•Process of configuring products and services, based on preferences, for sales order.

Flow Value Statement

•The process of determining pricing and discounting of products or services during the quote process.

SL7029

SL0788

Negotiate Service Agreement

Convert Quote to Order

• Process of identifying and negotiating warranty and service agreements.

Oracle Business Models v 5.0

KPI

• Process of converting a quote into a sales order.

KPI

KPI

•The process of managing the development of a quote: Confirm Customer Requirements, Configure, Check Availability, Price and Discount, Obtain Approvals, Present to Customer, Revise Quote.

•The process of presenting product or service information to a customer during quote management to encourage the customer to buy additional offerings.

SL7030

Determine Order Details • The process of determining order options such as shipping, billing, scheduling, and payment options.

SL0769

Maintain Customer Information • The process of maintaining primary information about the customer.

Quote to Warranty / Extended Warranty Product Trade–In to Order Order to Cash Insight to Campaign Plan

Enterprise Roles Sales Representative Sales Manager Telesales Agent

Return

45

Opportunity to Order

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• •

Convert Opportunity to Quote Convert Quote to Order

Where is the ROI? • • • •

Increased Revenue Cross selling and Up selling Better Qualification by a well defined process in the Opportunity management Higher Employee Satisfaction Higher Customer Satisfaction while seeing that all the phases of the order are taken care of at the right time Oracle Business Models v 5.0

Sales Teams Sales Management

Modules Licensed •

Sales Online

Return

46

Business Flow

Product Trade–In to Order

Opportunity to Order Service Request to Entitlement

SL7160

SL7156

SL7025

Receive Inbound Call

Receive Screen Pop and Script

Convert Opportunity to Quote KPI

• The process of receiving an inbound sales call from a prospect.

• Process of proposing a solution for opportunity. Prepare, present and enter quote.

• Process of receiving an automated screen pop and Telesales script from CTI.

SL7027

SL7028

SL0783

SL7147

SL7030

Manage Quote

Perform Cross Sell / Up Sell

Present and Negotiate Quote

Configure Solution

Determine Order Details

KPI

• Process of developing and revising a quote. Check product or service availability.

• Process of cross selling or up selling additional products and services.

KPI

• Process of negotiating pricing, discounts and terms.

• Process of configuring products and services, based on preferences, for sales order.

SL7085

SL0769

SL7029

SL0788

Approve Credit Memo

Maintain Customer Information

Negotiate Service Agreement

Convert Quote to Order

• Process of qualifying, requesting, and approving credit memos.

• Process of creating and maintaining customer and account information.

• Process of identifying and negotiating warranty and service agreements.

• Process of converting a quote into a sales order.

• Process of determining shipping, billing, payment and scheduling options.

Configure–to–Order to Shipment Order to Drop Shipment Assemble–to–Order Shipment Engineer–to–Order Shipment Pick–to–Order Shipment Customer Invoice to Cash Order to Buy Shipment Order to Shipment

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Telesales Agent Sales Manager

Return

47

Product Trade–In to Order

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • • • • •

• • • • • • • • •

Capture Contact and Opportunity Details Automated Scripts Opportunity Management Quoting Sales Orders Sales Credit Approval Computer Telephony Integration Maintain customer information

Where is the ROI? •

Improved Cross Sell Revenue

• • • • •

Improve Up-Sell Revenue Customer Retention Larger Client Wallet Share and Life Time Value Cost Efficient Channel Usage Decrease costs from sales order rework and errors Decrease credit approval processing cost

•

Oracle Business Models v 5.0

Chief Sales Officer VP, Inside Sales Telesales Agent Sales Manager VP, Telemarketing VP, Interaction Center Director, Call Center Chief Information Officer Vice President, Marketing

Modules Licensed • • • •

Telesales Quoting Advanced Inbound Scripting

Return

48

Business Flow

Lead to Opportunity Campaign to Lead Inbound Call to Lead Outbound Call to Lead Execute Campaign to Direct Mail and Advertising Execute Campaign to Email Execute Campaign to Event Execute Campaign to Telesales Execute Campaign to Web

A

SL7022

SL7023

SL7192

SL7168

Generate Automated Lead

Assign Lead

Contact Lead

Determine Product Interest

•Capture Lead information as a result of Sales initiatives.

•Present and determine the product with the Lead.

KPI •Review and assign previously generated sales leads.

• Use the “Automated Lead Routing” for all leads having enough info.

SL7173

SL7171

KPI

SL0773

SL0776

SL7170

Qualify and Score Lead

Convert Lead To Opportunity

Assign Opportunity

•Qualify leads based on the criteria set for an "opportunity" that the company may invest in.

•Verify that the lead has emerged as a real opportunity, and that the opportunity should be pursued.

• Assign an opportunity to one of the potential actor and/or channel.

YES Partner Channel ?

Monitor Partner Opportunity KPI Management

Assign Opportunity to Partner • Assign a Partner to an opportunity that has been listed in the Partner Channel.

•Check all the opportunity information collected and sent by the Sales Org and manage the opportunity.

NO

KPI

MK7124

MK7158

Manage Event Registration

Send Product Collateral

• Capture attendees for the event. Register Lead for Event.

•Sending product collateral and other sales information.

SL7172

Manage Opportunity

Opportunity to Order Opportunity to Forecast to Management Rollup

KPI

Flow Value Statement

• The process of contacting, updating all the opportunity information collected after this Sales contact

Oracle Business Models v 5.0

Enterprise Roles

Outside Roles Partner

Sales Representative Sales Manager

Alliances Manager Telesales Agent

System Automated

Return

49

Lead to Opportunity

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

• • • •

Sales Rep is Informed about New Lead Qualification of Prospect/Lead Convert Lead to Opportunity Manage Opportunity

Sales Teams Sales Management Alliances Team Marketing

Where is the ROI?

Modules Licensed

•

•

• • •

Increased Revenue; less loss of prospect in the qualification process Better Qualification Reduce Time (automated Qualification) Higher Employee Satisfaction in collecting and getting correct Customer data

Oracle Business Models v 5.0

Sales Online

Return

50

Business Flow

Opportunity to Forecast to Management Rollup

Lead to Opportunity

SL7174

SL7175

SL7176

SL7177

Review Pipeline

Generate Baseline Forecast

Maintain Forecast

Submit Forecast

KPI

KPI

• The process of capturing Opportunity information and reviewing the activities linked to it

•The process of preparing a first Forecast Baseline based on the information collected and the Sales Rep objectives

•The process of modifying an Aggregate Forecast, or an Opportunity Forecast, or a Product Family Forecast

•The process of submitting the Forecast to his/her manager for review and consolidation

SL7178

SL7179

SL7180

SL7181

SL7177

Compare Subordinate Pipeline To Forecast

Generate Final Forecasts

Accept Forecast

Rollup Forecast

Submit Forecast

•The process of receiving all the Forecast submitted by the Sales Reps, (subordinate) and comparing it with the Management figures

•The process of modifying and generating the final Aggregate Forecast, Opportunity Forecast, and Product Family Forecast

•The process of verifying the consistency and possibility of the management Forecast

•The process of rolling up the Forecasts

•The process of submitting the Forecast to his/her manager for review and consolidation

Sales Force Planning Insight to Campaign Plan Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Sales Representative Sales Manager

Return

51

Opportunity to Forecast to Management Rollup Business Flow Value Statement

What does it cover?

Who is affected?

•

Create or receive opportunities assigned to a sales rep

•

• •

Maintain pipeline information and product category based aggregated forecast values

•

Forecast values and rollup periodically though hierarchy online

•

Rollup forecast to next level and submit

Sales Force Sales Management

Where is the ROI?

Modules Licensed

•

•

• •

Increase customer facing sales time, revenue contribution reducing forecast effort dramatically forecast transparency and accuracy through online drilldown and rollup

Oracle Business Models v 5.0

Sales On Line

Return

52

Business Flow

Sales Force Planning

Opportunity to Forecast to Management Rollup

SL7194

SL7195

SL7196

SL7197

Analyze Sales Force Performance

Create Compensation Plan

Set Sales Quotas

Accept Quotas

• The process of capturing sales information and historical data in order to analyze a complete sales force Performance

•The process of creating the compensation plan rules based on the previous analysis

•The process of setting up the Sales Quota ruling the Comp plan

SL7198

SL7199

SL7200

SL7201

Assign Quota(s) to Sales Force

Manage Total Compensation Plan

Accept Compensation Plan

Activate Accepted Plan

• This process of assigning the approved Quota to the Sales force

KPI

•This process of determining and revising the total compensation plan

•This process of validating and accepting the compensation plan

M •This process of validating the Compensation plan and the Sales Quota(s)

•This process of activating the total compensation plan •The Pay Roll Clerk will do a similar procedure at his stage

Enterprise Roles Planning Compensation to Commission Sales Manager

Flow Value Statement

Oracle Business Models v 5.0

VP of Sales Sales Representative

Return

53

Sales Force Planning

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

• • • • •

Analysis of Sales Force Performance Creation of new Quota and Compensation Plans Approval of New Compensation Plans Distribution of new Plans Acceptance of New Plans by Sales Force Revision of Compensation Plans Activation of Compensation Plans

Sales Management Sales Force Executive and C level

Where is the ROI?

Modules Licensed

•

Improved Compensation Plan buy in

•

•

Increase revenue by having less admin time spent by sales force checking their Quota and Comp plan Better Employee satisfaction: Improved pipeline transparency with online drilldown and rollup

•

Oracle Business Models v 5.0

Incentive Compensation

Return

54

Business Flow

Planning Compensation to Commission

Customer Invoice to Cash Sales Force Planning

SL0767

SL0768

SL7202

SL0789

Manage Incentive Compensation Plans

Evaluate Incentive Compensation Plans

Validate Compensation Payout

Calculate Commission

KPI •The process of managing incentive compensation plans.

•The process of evaluating the incentive compensation plan to determine if results warrant the continuation of plan measurement approaches.

•This process of validating the actual compensation payout to the Sales force

KPI •The process of calculating sales person commission based on plan and order information. Then the payment of the commission is processed.

Payroll to Payment Supplier Invoice to Payment

Enterprise Roles Sales Manager VP of Sales

Flow Value Statement

Oracle Business Models v 5.0

Compensation Analyst

Return

55

Planning Compensation to Commission

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • • •

•

Manage Compensation Plans Approval Compensation Plans looking at the potential payments Calculate Commissions

Sales Teams Sales Management Financial Administration Executive and C level

Where is the ROI?

Modules Licensed

•

•

• • •

Increased Revenue by reducing employee facing Reduced Costs by automating the Compensation plan management to its creation Employee Satisfaction by the transparency Better Motivation by the understanding of the rules and commissions Oracle Business Models v 5.0

Incentive Compensation

Return

56

Business Flow

Service Request to Entitlement Order to Status Inquiry Opportunity to Order KnowledgeBase Search to Result Web Service Request to Escalation Forum Posting to Response Install Base Update to Product Return Email Inquiry to Response

CS7037

Validate Customer Records

KPI

•Gather information about individual or business •Verify that information is current

CS7036

SL7207

Log into Interaction Center Systems

KPI

• The process of logging into Teleservice application and interaction center work queue.

•Review Installed Base for customer‟s product information •Verify Product Order (if subject of Billing Inquiry)

CS1411

yes Transfer Ownership?

no

Maintain Customer KPI Installed Base •Transfer Installed Base ownership

CS7039

CS7042

Verify Entitlement •Review customer warranty information •Determine the level and type of service available to the customer

Flow Value Statement

Oracle Business Models v 5.0

• Process of receiving an automated screen pop and Telesales script from CTI.

•Receive inbound customer call •Log into application, check work queue •Receive inbound call or customer service request •Receive an automated screen pop via CTI

CS7041

Review Install Base

SL7156

Receive Screen Pop and Script

Receive Service Contact

KPI

Enter Service Request

Service Entitlement to Resolution

•Define Contact Reason •Create Service Request •Assign SR to Resource •Create Tasks Enterprise Roles Customer Service Representative Customer Service Manager

Return

57

Service Request to Entitlement

Business Flow Value Statement

What does it cover?

Who is affected?

•

Inbound call center business process integrated out of the box

• •

•

Track service requests

•

Verify service entitlement

Customer Customer Service

Where is the ROI?

Modules Licensed

•

• •

•

Reduce cost of service by increasing customer service productivity Eliminate revenue leakage from providing en–entitled service

Oracle Business Models v 5.0

Teleservice Advanced Inbound (Option)

Return

58

Business Flow

Service Entitlement to Resolution Service Request to Entitlement

yes

CS7040

KPI

Identify Potential Solution

CS7035

Maintain Knowledge KPI Repository

Identify Solution?

CS7047

•Update Knowledge Base with information on the successful solution

no

•Process Charges for Service (if no entitlement) •Apply charges

CS7043

KPI

Create Charge Order

Escalate Service Request

•Escalate an open service request to a supervisor or a solution expert.

CS7044

KPI OF1079

Issue Returned Material Authorization •issue an RMA to authorize a customer request to return a product

Service Request to Exchange

Flow Value Statement

Oracle Business Models v 5.0

Resolve Service Request

•Apply the solution or perform the requested service •Close the service request (CSR or CSM)

Quote to Warranty/Extended Warranty Service Request to Contract Service Request to Intelligence Customer Invoice to Cash

Enterprise Roles Customer Service Representative Customer Service Manager

Return

59

Service Entitlement to Resolution

Business Flow Value Statement

What does it cover?

Who is affected?

•

Service request interaction history

•

Service request knowledge management

•

Track problem resolution and escalate problems

•

• • • •

Initiate Return Material Authorizations

•

Process charges for service

Customer Customer Service Technical Service Consumer Complaints

Where is the ROI?

Modules Licensed

• •

• •

• •

Increase customer retention Reduce cost of service by increasing customer service productivity Improve customer satisfaction Increase revenue from service

Oracle Business Models v 5.0

Teleservice Advanced Inbound (Option)

Return

60

Business Flow

Service Request to Contract

Service Request to Entitlement

SL0790

SL7028

SL7025

SL0788

Negotiate Pricing, Discounts . & Terms

Perform Cross-Sell Up-Sell

Convert Opportunity To Quote

Convert Quote To Order

M KPI •Manual process: •Compute pricing and discounting of products or services •Present offering to customer •Negotiate pricing, support level, etc.

KPI

•Check Related Items •Identify Opportunities from Previous Order Preferences or customer request

KPI

•Enter a quote for product or service

•Create a sales order from a quote

Customer Invoice to Cash

Flow Value Statement

Oracle Business Models v 5.0

Enterprise Roles Customer Service Representative

Return

61

Service Request to Contract

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

• •

Creating a quote Generating an order from the quote Identifying an opportunity for cross– selling based on customer’s order history

Customer Service Reps Sales

Where is the ROI?

Modules Licensed

•

•

•

Increased revenue from cross–selling at the point of service Decrease the cost of sales

Oracle Business Models v 5.0

Service Contracts

Return

62

Business Flow

Author to Sign Sales Contract

SL1432

SL7166

SL0793

SL7032

Enter Sales Contracts

Review Contract For QA Compliance

Approve Contract

Sign Contract

•Create Contract from Existing Contract, Template, or Quote •Add Contract Parties

•Define quality guidelines for Contract QA •Run QA check for every contract

•Manage approvals from company signatories

•Complete contract terms & conditions •Communicate contract terms & service level objectives.

Customer Invoice to Cash

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Contract Agent Contract Manager

Return

63

Author to Sign Sales Contract

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • •

• • •

Author Contracts using copy, versions, or templates Contract versioning and change control Contract Quality Assurance checking Workflow approvals

Where is the ROI? • • • • • • •

Increase productivity through streamlined, standardized contract processes Reduce administrative costs Reduce risk of contract errors Accurate Bills More profitable contracts Faster contract turnaround/Faster time to market Reduce cost of maintaining inconsistent contracts (e.g., global pricing errors)

Oracle Business Models v 5.0

Contracts Managers Sales Teams Admin Teams

Modules Licensed •

Sales Contracts

Return

64

Business Flow

Author to Sign Service Contract

SL7031

Enter Service Contracts •Create Contract from Existing Contract, Template, or Quote •Add Contract Parties etc

OF1037

CS0827

Define Contract Renewal Triggers KPI •Define Renewal Rules •Re–Pricing Rules •Billing Rules

SL7166

Apply Customer Receipts - Credit Card •Enter Credit Information

SL0793

Approve Contract •Manage approvals from company signatories

Review Contract For QA Compliance •Define quality guidelines for Contract QA •Run QA check for every contract

SL7032

Sign Contract

Customer Invoice to Cash

•Complete contract terms & conditions •Communicate contract terms & service level objectives.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Contract Agent Contract Manager

Return

65

Author to Sign Service Contract

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • •

• • •

Author service contracts /warranties Contract versioning and change control Business rules for billing, payments terms, etc. Contract Quality Assurance checking Workflow approvals

Where is the ROI? • • •

• • • • •

Increase productivity through streamlined, standardized contract processes Increase customer satisfaction by better managing service level agreements Eliminate penalty costs from contract non– performance Reduce administrative costs Accurate Bills More profitable contracts Faster contract turnaround/Faster time to market Reduce cost of maintaining inconsistent contracts

Oracle Business Models v 5.0

Customer Contract Manager Customer Service Manager

Modules Licensed •

Service Contracts

Return

66

Business Flow

Change or Terminate Contract

Author to Sign Contract Author to Sign Service Contract yes SL0794

Contract Change (vs. Terminate)?

C h a n g e

no C o n t r a c t

Maintain Contract •submit Change Request •Obtain Approval •Create Contract Version

Review Contract For QA Compliance

Manage Contract Changes

•Define quality guidelines for Contract QA •Run QA check for every contract

SL7033

CS0828

Notify Parties of Customer Change

KPI

Oracle Business Models v 5.0

CS7060

Terminate Contract •Record Termination Reason •Communicate contract terms & service level objectives

Flow Value Statement

SL7166

•Update the contract with any product changes, service level agreements, and new effective/expiration dates

Customer Invoice to Cash

•Notify sales reps and others of important change in customer status or disposition

Enterprise Roles Contract Agent

Return

67

Change or Terminate Contract

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • • •

• • •

Automates Contract termination process Complete contracts change process Version Management Automated notification to Sales rep Approval Management via workflow Automatic quality assurance check

Contracts Managers Contracts Administrators Sales Teams

Where is the ROI?

Modules Licensed

•

• •

• • •

Reduced contract administration labor costs Reduce liability and penalties due to contract errors Reduce lost revenue from contract expirations Reduce revenue leakage from billing inaccuracies Oracle Business Models v 5.0

Sales Contracts Service Contracts

Return

68

Business Flow

Expiring Contract to Renewal

CS7059

CS0827

Define Contract Renewal Triggers

Manual Renewal?

YES

KPI •Define Renewal Rules, Re– Pricing Rules, Billing Rules •Select Contracts •Execute Renewal Rules •Auto–Notify Sales Rep

NO

CS0828

Identify Contracts KPI For Renewal

CS7060

Notify Parties of Customer Change KPI

Manage Contract Changes

•Contact the customer regarding the renewal of the service contract and discuss the contract details.

•Determine which contracts are expiring and are eligible for renewal

•Update the contract with any product changes, service level agreements, and new effective/expiration dates

SL7166

CS7061

SL7032

Review Contract for QA Compliance

Approve Contract Renewal

Sign Contract

•Define quality guidelines for Contract QA •Run QA check for every contract

Expiring Contract to Renewal

•Manage approvals from company signatories

•Complete contract terms & conditions •Communicate contract terms & service level objectives.

CS7062

Renew Contract

Customer Invoice to Cash

KPI

Flow Value Statement

Oracle Business Models v 5.0

•Create and/or update new contract •Obtain customer's authorization. •Notify Sales Rep •OR •Automatically create new contract •Notify customer

Enterprise Roles Contract Agent Contract Manager

Return

69

Expiring Contract to Renewal

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

• • •

Automatic or manual renewal of contracts Automatic application of billing & payment rules Automatic notification to Sales of expiring contract Manage approvals via workflow Automatic quality assurance check

Sales Teams Contracts Managers Admin Teams

Where is the ROI?

Modules Licensed

•

• •

• • •

Increase revenue stream from contract renewals Improved Customer Satisfaction Reduce losses due to billing and payment errors Reduce administrative costs of tracking and renewing contracts

Oracle Business Models v 5.0

Sales Contracts Service Contracts

Return

70

Business Flow

Quote to Warranty / Extended Warranty

Opportunity to Order Service Request to Contract

SL0790

CS0842

Determine Service Interest

M

•Manual process of presenting and determining the interest in Service Warranty with the customer

Negotiate Pricing,Discounts . & Terms •Manual process •Compute pricing of warranty •Present pricing •Describe benefits and terms

SL1433

SL0788

Convert Quote to Order

Create Extended Warranty

•Capture customer data •Create sales order •Book Order

•Generate an Extended Warranty

SL7025

Convert Opportunity to Quote KPI •Enter Quote •Capture customer details •View Standard Warranty for Item •Add Extended Warranty to Quote

CS1411

Maintain Customer KPI Installed Base •Update Installed Base

SL7030

Determine Order Details •Determine Billing Options •Determine Payment Options

CS7042

Verify Entitlement •View Contract entitlement to confirm that it is correct

Customer Invoice to Cash

Enterprise Roles Contract Agent

Flow Value Statement

Oracle Business Models v 5.0

System Automated

Return

71

Quote to Warranty/Extended Warranty

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

• • •

Create quotes Convert quotes to orders Generate extended warranties Workflow approvals

Contract Admin Contract Manager Service Manager

Where is the ROI?

Modules Licensed

•

• •

Increase revenue and profits from customer service by selling extended warranties at the point of service

Oracle Business Models v 5.0

Service Contracts Quoting

Return

72

Business Flow

Registration to User Access

Execute Campaign to Web

YES Account Access Restricted?

CM7302

Register and Manage Company Profile • The process of a company representative entering new company registration information on the site.

NO

CM7304

CM7305

CM7306

Approve Company Registration

Register Users For Company Account

Manage User Access / Security

• Approve or Reject Company Registration

• The process of providing access to users and groups of users

• The process of providing access to users and groups of users

CM7301

Register and Manage User Profile

Web Prospect to Shopping Cart

•The process of a new customer entering the necessary information to register on the site.

Enterprise Roles Operations Manager

Flow Value Statement

Oracle Business Models v 5.0

Outside Roles Customer

Return

73

Registration to User Access

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • •

• • • •

Simplified user registration & management process Lower sales costs, increased revenues Enables effective B2B and B2C selling through comprehensive account models Global reach (multi–lingual, multi– currency, multi–org) Capture customer preferences

Customer Prospect Merchant

Where is the ROI?

Modules Licensed

• • • •

•

•

Decreased sales cycle cost and time Increase order accuracy to 99% or better Reduce online order time Increased transactions & incremental revenue Reduced user administration overhead

Oracle Business Models v 5.0

iStore

Return

74

Business Flow

Catalogue to Assembled Content

SL7188

SL7360

Personalization to Content Deployment

•Create company price lists for individual buyers for pre– negotiated buying

CM7311

Validate / Approve Content •The process of validating and approving content to be placed on the website or web store.

Content Approved to Publish

YES

NO

CM7312

CM7313

Review Content Edits

Edit Content

•The process of reviewing the edits made by editorial, and either approving them or making further edits.

Setup Targeted Store/ Site Defaults

Develop Buyer Specific Company Catalog Price Lists

• Process of setting up targeted store/site defaults such as language, currency, etc.

SL7189

CM7310

Customize Storefront UI

Create Content

• Process of creating the layout and design template for the website or web store.

•The process of creating the content to be loaded to the website or web store.

CM7314

CM7315

CM7316

Load Content

Assemble Content for Publication

QA Assembled Content

•The process of loading content, electronic tagging validation, theme generation and associating to other like content items.

•The process of bringing content together in the web page layouts/ templates for publishing

•The process of reviewing, revising and approving assembly of content

•The process of editing content and sending it back to the content author.

Personalization to Content Deployment

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

IT Developer Marketing Manager

Return

75

Catalogue to Assembled Content

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• • •

Manage content creation and loading processes Target storefront offerings to user preferences Provide customer–specific pricing Support corporate branding objectives through an integrated approach

Customer Prospect

Where is the ROI?

Modules Licensed

• •

•

•

Increased sales & incremental revenue Improve brand loyalty and customer retention Faster time to market with customized storefront/targeted product offering

Oracle Business Models v 5.0

iStore

Return

76

Business Flow

Personalization to Content Deployment

Catalogue to Assembled Content

CM7326

MK7120

SL7361

SL7362

Personalize Information Management

Specify Cross Sell & Up Sell Products

Manage Item Cross References

Configure Collaborative ATP Item Settings

•The process of entering and maintaining Item Cross References for promotions, recommendations, and personalization.

•Configure the settings which provide for ATP inventory checks.

•The process of determining relevant content to be personalized to the group or user. Will use data mining techniques

•The process of defining the business rules for up sell and cross sell products that may be promoted with offer

CM7317

CM7318

CM7319

CM7320

Load to Live Electronic Host

Schedule Content Publishing

Publish Content

Test Production & Release

•The process of loading content to web sites for push to consumers. This could be on test site or live site.

•The process of managing when, where, and how the content will go live on the web site or web store.

Revisions Needed?

•The process of pushing final content to the live web site or web store.

•The process of testing that the content was delivered properly to the live web site or web store.

NO Web Prospect to Shopping Cart

YES

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Catalogue to Assembled Content

IT Developer Marketing Manager

Return

77

Personalization to Content Deployment

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

•

Accurately apply discounts and pricing Deliver personalised content, offers and product recommendations (up–sells and cross–sells) Manage web content through its lifecycle

Customer Prospect Merchant

Where is the ROI?

Modules Licensed

• • • • •

• •

Decrease sales cycle cost and time Increase order accuracy to 99% or better Increase sales & incremental revenue Increased customer satisfaction Faster time to market

Oracle Business Models v 5.0

Marketing Online iStore

Return

78

Business Flow

Web Prospect to Shopping Cart Execute Campaign to Web Registration to User Access Personalization to Content Deployment

CM7075

CM7074

Initiate Purchase

Browse Store

•Customer enters web store to browse for and/or purchase products or services.

Complex Yes Product Purchase

•Customer browses store categories, products, performs searches, etc.

Yes

No

Create Cart

• Customer Enters Orders in webstore, including selection of products, quantities, and shipping information.

Inventory Status Required No

Yes

OF0074

Validate Configured Order

• The process of specifying and configuring an order

No

CM7077

Express Checkout ?

OF0052

Specify and Configure Order

• The process of reviewing order specification/configura tion to validate compliance with standard parameters.

SL7363

SL7364

Submit ATP Request

View ATP Result

• Customer places a request on the website to find out current product availability status.

•Customer reviews results of product availability inquiry and decides to buy/not buy the product.

CM7083

Order to Status Inquiry

Flow Value Statement

Oracle Business Models v 5.0

Save/ Share Cart •Customer saves shopping cart as a quote for later use or provides access to other parties for viewing and modification.

Shopping Cart to Contract Order Receipt to Intelligence

Outside Roles Customer

Return

79

Web Prospect to Shopping Cart

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• • • •

Search/view/select products and assemble shopping carts Configure complex products Obtain inventory status Save/share carts, create shopping lists Guided selling/buying

Customer Prospect

Where is the ROI?

Modules Licensed

• • • •

• • •

Decrease sales cycle cost and time Increase order accuracy to 99% or better Increase revenue Better visibility into customer demand & product supply

Oracle Business Models v 5.0

iStore Configurator Inventory/Order Management

Return

80

Business Flow

Shopping Cart to Contract Web Prospect to Shopping Cart

SL7365

SL7148

View/Receive Discounts & Promotions

Initiate Checkout

• Customer views discounts & promotions on appropriate items in cart.

• The process of the customer initiating checkout, entering password, financial information and shipping information

CM7090

Customer Needs Assistance

Yes

No

Customer Accepts Pricing & Contract terms

Request Web Call–back

Opportunity to Order

• Customer requests a call–back from either a Sales or Service agent who can answer questions or give assistance.

SL0790

No

Negotiate Pricing, Discounts &Terms

SL0794

Maintain Contract M

• The process of determining pricing and discounting of products or services during the quote process.

Yes

•The process of managing the variations and/or changes from the terms and conditions of the contract over the life of the contract by any of the parties bound by the contract.

SL0793

Approve Contract

Flow Value Statement

Oracle Business Models v 5.0

• Customer reviews contract terms and approves.

Order to Status Inquiry

Enterprise Roles Contract Manager

Outside Roles Customer

Return

81

Shopping Cart to Contract

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

• • • •

Assemble and manage shopping carts Provide pre–sales/transactional support Support B2B & B2C shopping models Customers place purchase based on contractual terms, conditions, and pricing

Customer Prospect Contract Manager Sales Representative

Where is the ROI?

Modules Licensed

• • • •

• • •

Decrease sales cycle cost and time Increase order accuracy to 99% or better Serve broad range of customers Reduce shopping cart abandonment

Oracle Business Models v 5.0

iStore Contracts (Core, Sales) Interaction Center Technologies

Return

82

Business Flow

Order to Status Inquiry Shopping Cart to Contract Web Prospect to Shopping Cart

Automated Payment to Funds Clearing Yes CM7078

Credit Card Payment ?

Place Web Order • Customer places order through web store application.

No Customer Invoice to Cash

Yes

CM7086

View Order Status & Details • Customer logs in to view order status and details of products/order.

Pick–to–Order to Shipment Order to Drop Shipment Configure–to–Order to Ship

Cancel Order ?

Yes Assistance Needed?

No

CM7090

Request Web Call–Back • Customer initiates request for assistance from a live customer service rep.

Service Request to Entitlement

Flow Value Statement

Oracle Business Models v 5.0

Outside Roles Customer

Roles

Return

83

Order to Status Inquiry

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

• • •

•

Capture orders & payments Provide options for after–sales support Submit and process orders (inventory, manufacturing) Provide intelligence to Marketing dept.

Customer Prospect Support Agent

Where is the ROI?

Modules Licensed

• • • •

• •

Increase order accuracy to 99% or better Increase customer satisfaction Reduce customer support costs Improve Marketing, Sales & Manufacturing’s visibility into customer demand

Oracle Business Models v 5.0

iStore Interaction Center Technologies

Return

84

Business Flow

Automated Payment to Funds Clearing

Order to Status Inquiry

CM7183

CM7184

CM7185

Authorize Credit Card Payment

Verify Credit Risk

Clear Credit Card Payment

• Process the card to reserve the required amount of cash for the payment.

• Verify the risk of processing the transaction (using industry metrics & data compared to the customer’s credit history)

• Capture the cash from the credit card company via electronic transfer.

Customer Invoice to Cash

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Outside Vendor

Return

85

Automated Payment to Funds Clearing

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • • • •

•

Automated payment processing and credit–based cash collection Credit risk management

Customer Prospect Merchant Finance Manufacturing

Where is the ROI?

Modules Licensed

• •

•

•

Automated payment processing Reduced credit risk/reduced bad–debt write–offs Decrease time to collect payments

Oracle Business Models v 5.0

iPayment

Return

86

Business Flow

Order Receipt to Intelligence

CM7351

Web Prospect to Shopping Cart

Analyze Content Clicks •The process of analyzing the click stream data from electronic distribution channels.

Insight to Campaign Plan Analytics to Insight

CM7380

Customer Invoice to Cash

Analyze Customer Intelligence • Produce intelligence reports, view revenue trends, site/order statistics, and more.

Enterprise Roles VP of Marketing VP of Sales

Flow Value Statement

Oracle Business Models v 5.0

IT Developer Marketing Manager

Return

87

Order Receipt to Intelligence

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

•

• •

Analyze shopping cart abandonment Analyze customer transactions Obtain cross–channel/comprehensive customer view Improve customer service Improve & target product offerings

Marketing, Sales, Operations, IT/Web Development

Where is the ROI?

Modules Licensed

• • •

• • • • • •

•

Decrease sales cycle cost and time Increase sales transactions & revenue improve customer satisfaction & retention Gain a comprehensive customer view

Oracle Business Models v 5.0

iStore ClickStream Intelligence Customer Intelligence Discoverer Sales Intelligence Marketing Intelligence

Return

88

Service Request to Depot Repair Web Service Request to Escalation Service Request to Entitlement KPI

Business Flow

CS7040

CS7053

OF1079

CS0023

MM1138

Identify Potential Solution

Enter Repair Order

Issue Returned Material Authorization

Obtain Customer Approval

Receive Material - Customer

•Search Knowledge Base •ID repair solution and estimates

MM1188

CS0023

Inspect Received Material

Obtain Customer Approval

•Tear-down and inspect •Update charges estimate •Update promise date

•Notify customer of change in estimate •Manual process

CS7054

CS7047

Repair Product

Create Charge Order

•Manual process

M

•Record actual Charges for Repairs •Prepare Sales Order for repaired product

•Identify the type of repair for the broken product: Repair/Return, Loaner •Determine the repair procedure to be used •Estimate promise date.

MM1090

Pick Material •Locate Loaner item in stock •Pick item •Create pick list

CS7056

Close Repair Order •Complete and close repair order

•Estimate charges •Issue an RMA to authorize a customer request to return a product •Create RMA number

MM1149

CS1411

Ship Material •Package Loaner item •Confirm shipment •Generate Packing Slips •Ship item

•Manual process

CS7052

Maintain Customer Installed Base

Manage Repair WIP Jobs

KPI •Update Installed Base

CM7092

Contribute to Knowledge Repository •Update Knowledge Base

•Receive broken product

•Schedule WIP Job •Schedule Equipment, Personnel, Material •Assign Resources •Update Estimate

No

MM1149

Loaner Provided?

Ship Material •Package repaired item •Confirm shipment •Generate Packing Slips •Ship item

Yes

MM1138

CS1411

CS7044

Receive Material - Customer

Maintain Customer Installed Base

Resolve Service Request

•Receive Loaner product •Inspect product

•Update Installed Base

Flow Value Statement

Oracle Business Models v 5.0

Customer Invoice to Cash KPI

•Complete and close the service request

Enterprise Roles Customer Service Rep Service Center Technician Shipping Clerk

Return

89

Service Request to Depot Repair

Business Flow Value Statement

What does it cover?

Who is affected?

•

Track problem resolution and escalate problems

•

Initiate Return Material Authorizations

•

Process returns and exchanges

•

Manage the product repair process (WIP management)

•

Inspection and Estimates

•

Process charges

• • • •

•

Shipping

•

Charges

Depot Manager Depot Repair Technicians Customer Service Reps Customer

Where is the ROI?

Modules Licensed

• • • • •

• •

Reduced cost of service Increase depot repair productivity Reduce time to repair Reduce re–work Increase Customer Satisfaction

Oracle Business Models v 5.0

Teleservice Depot Repair

Return

90

Registration to User Access (Self Support)

B2C Customers o r Employees

CM7301

Register and Manage B2C Customers User Or Employees Profile •The process of a new customer entering the necessary information to register on the site.

YES Account Access Restricted?

CM7303

Approve User Registration •Approve or Reject User Registration

NO

CM7302

B2B Customers

Business Flow

Register and Manage Company Profile

• The process of a company representative entering new company registration information on the site.

B2B Customers

CM7304

CM7305

CM7306

Approve Company Registration

Register Users For Company Account

Manage User Access / Security

• Approve or Reject Company Registration

• The process of providing access to secondary users and groups of users through the company’s account.

• The process of providing access to users and groups of users based on security levels.

Maintain Account to Personalize Home Page Forum Posting to Response Knowledge base Search to Result Email Inquiry to Response Install Base Update to Product Return Web Service Request to Escalation Customer Feedback to Intelligence Enterprise Roles Operations Manager

Flow Value Statement

Oracle Business Models v 5.0

Outside Roles

Customer

Return

91

Registration to User Access (Self Support)

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• •

• •

Simplified user registration & management process Lower support costs, increased satisfaction Enables effective B2B and B2C support through comprehensive account models Global reach (multi–lingual, multi–org) Capture end–user preferences

Customer Support organization

Where is the ROI?

Modules Licensed

•

•

•

Decreased time required to resolve issues Reduced user administration overhead

Oracle Business Models v 5.0

iSupport

Return

92

Create to Publish Content Customer Feedback to Intelligence

Business Flow CM7310

CM7311

Create Content

Validate / Approve Content

•Create the content to be loaded to the website or web store.

•Validate and approve content to be placed on the website.

Content Approved to Publish NO

CM7312

CM7313

Review Content Edits

Edit Content

•Review edits and approve them or make further edits.

YES

CM7314

Load Content

•Load content, electronic tagging validation, theme generation and associating to other like content items.

•Edit content and send it back to the content author.

CM7315

CM7316

CM7317

CM7318

CM7319

Assemble Content for Publication

QA Assembled Content

Load to Live Electronic Host

Schedule Content Publishing

Publish Content

•Managing when, where, and how the content will go live on the web site or web store.

•Push final content to the live web site or web store.

•Bring content together in the web page layouts/ templates for publishing

•Reviewing, revising and approving assembled content.

•The process of loading content to web sites for push to consumers. This could be on test site or live site.

CM7320

Test Production & Release

Enterprise Roles Content Developer

Flow Value Statement

•Test that the content was delivered properly to the live web site or web store.

Oracle Business Models v 5.0

Customer Service Representative IT Developer Marketing Manager

Return

93

Create to Publish Content

Business Flow Value Statement

What does it cover?

Who is affected?

•

Manage content creation, loading, and publishing processes

•

Target support information to customer preferences/requirements

• • •

Customer Marketing, Service Mgrs. Content developers, IT

Where is the ROI?

Modules Licensed

•

•

• • •

Increased customer satisfaction through highly relevant content Reduce support times & costs Improve customer retention & satisfaction Shorter times for delivering vital support information

Oracle Business Models v 5.0

i support

Return

94

Create to Publish Knowledge

Business Flow

Knowledge Contribution to Acceptance

CM7321

CM7322

Create Knowledge

Validate / Approve Knowledge

•The process of creating the knowledge content to be loaded to the knowledgebase for end–user access.

•The process of validating and approving knowledge for inclusion in the knowledgebase.

Knowledge Approved to Publish NO

CM7324

CM7325

Review Knowledge Edits

Edit Knowledge

•The process of reviewing the edits made by editorial, and approving them or making further edits.

•The process of editing knowledge and sending it back to the author.

YES

CM7323

Publish Knowledge

•The process of loading knowledge into the knowledgebase and making it available to end–users.

Enterprise Roles

Flow Value Statement

Customer Service Representative Content Developer Marketing Manager

Oracle Business Models v 5.0

Return

95

Create to Publish Knowledge

Business Flow Value Statement

What does it cover?

Who is affected?

•

Manage knowledge creation, loading, and publishing processes

•

Target support information to customer preferences/requirements

• • •

Customer Service Mgrs. Content/Knowledge Developers, IT

Where is the ROI?

Modules Licensed

•

•

• •

Increased customer satisfaction through highly relevant knowledge Reduce support times & costs Improve customer retention & satisfaction

Oracle Business Models v 5.0

i support

Return

96

Maintain Account to Personalize Homepage

Registration to User Access (Self-support)

SL0769

CM7326

Maintain Customer Information

Personalize Information Management

•The process of maintaining primary information about the customer.

Flow Value Statement

Oracle Business Models v 5.0

•Customer selects items to be displayed on personal homepage on login. This may include alerts/notifications, locations of content, etc. Views resultant homepage & content.

Business Flow

Customer No Needs to Resolve an Issue

Customer Feedback To Intelligence

Yes

Install Base Update to Product Return Forum Posting to Response Knowledgebase Search to Result Web Service Request to Escalation Email Inquiry to Response

Outside Roles Customer

Return

97

Maintain Account to Personalize Homepage

Business Flow Value Statement

What does it cover?

Who is affected?

•

Updating & maintaining customer information

•

Capture customer preferences

• • •

Customer Service Mgrs. Content/Knowledge Developers, IT

Where is the ROI?

Modules Licensed

•

•

• •

Increased customer satisfaction through highly relevant knowledge Reduce support times & costs Improve customer retention & satisfaction

Oracle Business Models v 5.0

i support

Return

98

Knowledgebase Search to Result

Maintain Account to Personalize Homepage Web Service Request to Escalation Registration to User Access (Selfsupport)

Business Flow

CM7063

CS7040

Initiate Self–support

Identify Potential Solutions

Yes

Acceptable Answer Retrieved

KPI

•Customer enters self– service web site to browse through issues/solutions, participate in forums, create service request,, etc. May include customer login.

• The process of querying the knowledge repository to research similar problems and potential solutions.

Customer Feedback to Intelligence

No

Yes Customer Wants Live Assistance?

CM7090

Request Web Call–back

No

•Customer requests a call–back from either a Sales or Service agent who can answer questions or give assistance.

Web Service Request to Escalation Forum Posting to Response Email Inquiry to Response Install Base Update to Product Return

Flow Value Statement

Oracle Business Models v 5.0

Service Request to Entitlement

Outside Roles Customer

Return

99

Knowledgebase Search to Result

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

Search for solutions through knowledgebase and across website

Customer Service Mgrs.

Where is the ROI?

Modules Licensed

• •

•

•

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels

Oracle Business Models v 5.0

i support

Return

100

Web Service Request to Escalation

Maintain Account to Personalize Homepage Knowledgebase Search to Result Registration to User Access (Self-support) Forum Posting to Response Email Inquiry to Response

Acceptable Answer Retrieved

Yes

CM7091

Cancel or Close Service Request •Close it with no further action required

No

Business Flow

CM7063

CM7067

CM7068

Initiate Self–support

View Install Base

Verify Entitlement

•Customer enters self– service web site to browse through issues/solutions, participate in forums, create service request, etc.

•The process of the end user reviewing the products that are installed at a particular site.

• Customer verifies the level and type of service he can expect to receive.

CM7065

CM7090

Create Service Request

Request Web Call–back

•The process of the end–user creating the service request, including entering contact information, product information, and problem information.

•Customer requests a call–back from either a Sales or Service agent who can answer questions or give assistance.

Customer Feedback To Intelligence

Flow Value Statement

Oracle Business Models v 5.0

Knowledgebase Search to Result

Service Request to Entitlement Service Request to Dispatch Service Request to Depot Repair

CM7069

Escalate Service Request •Escalate an open service request to a supervisor or a solutions expert (if urgent or not satisfied w/ self support.

Outside Roles Customer

Return

101

Web Service Request to Escalation

Business Flow Value Statement

What does it cover?

Who is affected?

•

Provide options for self–support

•

Search knowledge base

• •

•

Capture support issue

•

Provide opportunities for customer to switch to more convenient contact channel

•

Forward service request to company agent for follow up and resolution

Customer Service Mgrs.

Where is the ROI?

Modules Licensed

• •

• •

• •

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels Reduce the volume of service requests reaching live agents for resolution

Oracle Business Models v 5.0

•

iSupport Interaction Center Technologies TeleService

Return

102

Forum Posting to Response

Registration to User Access Maintain Account to Personalize Homepage Knowledgebase Search to Result

Business Flow

CM7330

CM7331

CM7332

CM7333

Setup User Forums

Browse Forum Content

Create New Discussion Thread

Create New Forum Posting

•Company sets up user forums including defining categories, setting access levels, and posting “seed” threads.

• Customer posts a new question or article to the forum for other users or the company to answer.

•Customer creates new forum area or discussion category for purposes of starting new discussion.

•Customer enters forums area on web site, views categories, drills down into postings, and searches for solutions as per their access level.

Customer Feedback to Intelligence Yes CM7334

CM7331

Respond to Forum Posting

Browse Forum Content

• Company representative or third– party responds to posting.

•Customer enters forums area on web site, views categories, drills down into postings, and searches for solutions.

Acceptable Answer Retrieved CM7090

Request Web Call–back

No

Service Request to Entitlement

Yes Customer Wants Live Assistance? No

•Customer requests a call–back from either a Sales or Service agent who can answer questions or give assistance.

Outside Roles

Customer Knowledge Contribution to Acceptance

Flow Value Statement

Oracle Business Models v 5.0

Email Inquiry to Response Web Service Request to Escalation Install Base Update to Product Return

Enterprise Roles Customer Service Representative

Return

103

Forum Posting to Response

Business Flow Value Statement

What does it cover?

Who is affected?

•

Forum setup processes

•

Obtain support via threaded discussion forums (peer–to–peer support)

• •

•

Search across forum content

•

Provide opportunities for customer to switch to more convenient contact channel

Customer Service Mgrs.

Where is the ROI?

Modules Licensed

• •

• •

• •

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels Reduce the volume of service requests reaching live agents for resolution

Oracle Business Models v 5.0

•

iSupport Interaction Center Technologies TeleService

Return

104

Knowledge Contribution to Acceptance

Business Flow

CM7336

Forum Posting to Response

Review & Validate Forum Posting •Company representative reviews forum posting, recreates issue situation and tests suggested response for validation.

Solution validated?

Yes Create to Publish Knowledge

No

CM7337

Remedy Inaccurate Posting • Company removes inaccurate posting from the forum, posts the correct response, and closes the discussion thread to new postings.

Flow Value Statement

Oracle Business Models v 5.0

Enterprise Roles Customer Service Representative

Return

105

Knowledge Contribution to Acceptance

Business Flow Value Statement

What does it cover?

Who is affected?

•

Review and validation of 3rd party forum postings/content

•

Getting validated forum content into the process for publishing either to web pages or to knowledgebase.

• • •

Customer Service Mgrs. Knowledge Mgrs.

Where is the ROI?

Modules Licensed

•

•

•

• •

24/7 Self service reduces cost of service delivery, freeing expensive agent time Improved customer retention through superior customer experience Online survey reduces cost of feedback collection and improves customer satisfaction Reduce Service costs for non critical SR’s Oracle Business Models v 5.0

i support

Return

106

Install Base Update to Product Return

Business Flow

CM7068

CS1411

Registration to User Access (Self-support) Knowledgebase Search to Result Maintain Account to Personalize Homepage

Maintain Customer Installed Base

Issue w/ Product?

•Maintain information about the Customer: product information, order information, service agreements, warranties, etc.

Verify Entitlement

Yes

Entitled to Return product?

• Customer verifies the level and type of service he can expect to receive.

No

Yes

No

Customer Feedback to Intelligence

Yes

CM7073

Create RMA and Return Merchandise

Customer needs to follow up on return No

Inspect to Disposition Customer Return to Credit

•Customer creates the RMA (Return Material Authorization) and returns the merchandise to the vendor.

CS1411

KPI

Flow Value Statement

Oracle Business Models v 5.0

Yes Customer Wants Live Assistance?

CM7090

Request Web Call–back

Service Request to Entitlement

No •Customer requests a call–back from either a Sales or Service agent who can answer questions or give assistance.

Maintain Customer Installed Base

•Maintain information about the Customer: product information, order information, service agreements, warranties, etc.

Email Inquiry to Response

Enterprise Roles Customer Service Representative

Outside Roles Customer

Return

107

Install Base Update to Product Return

Business Flow Value Statement

What does it cover?

Who is affected?

•

Viewing/verifying/updating install base information

• •

•

Verifying entitlement to support

•

Create Return Material Authorization (RMA)

Customer Service Mgrs.

Where is the ROI?

Modules Licensed

• • • •

• •

• • •

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels Reduce the volume of service requests reaching live agents for resolution Reduce volume of unauthorized returns Better, more efficient tracking of returns More accurate & up–to–date install base information Oracle Business Models v 5.0

•

iSupport Interaction Center Technologies TeleService

Return

108

Email Inquiry to Response

Business Flow

Web Service Request to Escalation No Registration to User Access (Self-support) Knowledgebase Search to Result Forum Posting to Response Install Base Update to Product Return Maintain Account to Personalize Homepage

CM7340

Customer Initiates Email Inquiry •Customer emails question or issue details to the company. Customer may also receive an automatic response w/ suggested solutions.

Flow Value Statement

Oracle Business Models v 5.0

Issue resolved via email?

Yes Customer Feedback to Intelligence

Outside Roles Customer

Return

109

Email Inquiry to Response

Business Flow Value Statement

What does it cover?

Who is affected?

•

Viewing/verifying/updating install base information

• •

•

Verifying entitlement to support

•

Create Return Material Authorization (RMA)

Customer Service Mgrs.

Where is the ROI?

Modules Licensed

• • • •

• •

• • •

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels Reduce the volume of service requests reaching live agents for resolution Reduce volume of unauthorized returns Better, more efficient tracking of returns Accurate & up–to–date install base info Oracle Business Models v 5.0

• •

iSupport Interaction Center Technologies TeleService eMail Center

Return

110

Customer Feedback to Intelligence

Business Flow

Registration to User Access Maintain Account to Personalize Homepage Knowledgebase Search to Result Forum Posting to Response Web Service Request to Escalation Email Inquiry to Response

CM7350

Analyze Customer Feedback

CM7097

Customer Provides Feedback •Customer provides feedback via web survey form and receives auto– response.

•The process of analyzing the customer’s feedback gathered via a web survey or other contact channels.

Create to Publish Content Insight to Campaign Plan

CM7351

Analyze Content Clicks •The process of analyzing the click stream data from electronic distribution channels. Outside Roles Customer

Enterprise Roles VP of Marketing VP of Customer Service

Flow Value Statement

Oracle Business Models v 5.0

Marketing Manager Customer Service Manager

Return

111

Customer Feedback to Intelligence

Business Flow Value Statement

What does it cover?

Who is affected?

•

Capture customer feedback via surveys and other mechanisms

•

Analyze feedback

• • •

•

Analyze website usage patterns

Customer Marketing Service

Where is the ROI?

Modules Licensed

• • •

• •

•

Gain comprehensive view of customer Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels

Oracle Business Models v 5.0

• •

iSupport Interaction Center Technologies TeleService Scripting w/ iSurvey

Return

112

Configure Quote to Order

Opportunity to Order Web Prospect to Shopping Cart

Business Flow Yes

SL0040

SL7147

SL7028

Map Solution To Customer Needs

Configure Solution

Perform Cross-Sell & Up-Sell

KPI

•The process of using Guided Selling to capture complex customer needs and business objectives and mapping appropriate products and services, across multiple business units, to meet complex customer needs.

• The process of configuring the solution, spanning multiple complex products & services. Guided Selling process steers the configuration to an optimal solution.

Channel used is the Web? No

•The process of crossselling and up-selling targeted, value added products and services. (Configuring recommended options for „Customer‟)

PF2036

SL0044

SL0045

SL0783

Check ATP

Price Quote

Manage Quote Approval

Present & Negotiate Quote

Web Prospect to Shopping Cart

OF1056

SL0047

Perform Customer Credit Check

Create Proposal

KPI

• The process of checking item availability for the quote, using ATP

•The process of defining and applying pricing and discounting strategies, including price lists, price agreements, promotions, and rules-driven & discretionary discounts

Author to Sign Sales Contract Change or Terminate Contract

• The process of managing internal quote approval, including approval criteria, validation, escalation, notification & approval.

•The process of presenting and negotiating the quote with the customer, including proposed solution, pricing & discounting.

SL7030

SL0769

SL0788

Determine Order Details

Maintain Customer Information

Convert Quote to Order

• The process of determining order options such as shipping, billing, scheduling, and payment options.

Flow Value Statement

Oracle Business Models v 5.0

• The process of maintaining primary information about the customer.

• The process of performing credit check to calculate, evaluate and mitigate associated risk.

• Process of converting a quote into a sales order.

• The process of creating the proposal.

Pick to Order to Shipment Order to Buy Shipment Assemble to Order To Shipment Order to Shipment Order to Drop Shipment Quote to Warranty / Extended Warranty Product Trade in to Order Insight to Campaign Plan

Enterprise Roles Telesales Agent

Sales Manager

Customer

Sales Representative

Return

113

Configure Quote to Order

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • • • • •

• • •

Configure complex products & options Price and discount the configured solution Obtain the required approvals Create a price quote/proposal Convert Quote to Order

Sales Teams Sales Management End Customer Sales support Contract Administration E-Commerce/E-Business initiative management

Where is the ROI?

Modules Licensed

•

• • • •

• • • • • •

Increased order accuracy for complex product orders Increased order volume & value Reduce cost of sale Reduce sales administration expenses Reduce reliance on and costs associated with technical sales support personnel Shorten sales cycle time Improve channel collaboration

Oracle Business Models v 5.0

Configurator Advanced Pricing Quoting (HTML) Sales Contracts

Return

114

Service Request to Intelligence

Service Entitlement to Resolution

Business Flow

CS1415

CS0834

Define Service Performance Measurements

Analyze Customer Feedback Data

•Define the quantitative measurements for service performance and calculate metrics

•Analyze customer's service requests and the feedback given before, during and after the fulfillment of the request.

CS7164

Analyze Service Request Performance Data •The process of analyzing and reporting on service request performance data in a number of dimensions (cycle time, productivity, profits, quality, etc.)

Enterprise Roles

Customer Service Manager

Flow Value Statement

Oracle Business Models v 5.0

Return

115

Service Request to Intelligence

Business Flow Value Statement

What does it cover?

Who is affected?

•

•

Service business intelligence for continuous improvement

Management

Where is the ROI?

Modules Licensed

• •

•

• •

Increase customer retention Reduce cost of service by increasing customer service productivity Improve customer satisfaction Increase revenue from service

Oracle Business Models v 5.0

Teleservice (with Service Intelligence)

Return

116

Service Request to Exchange

Service Request to Entitlement

Business Flow

Yes

CS1411

CS7053

OF1079

Maintain Customer Installed Base

Enter Repair Order

Issue Returned Material Authorization

Advance Exchange? No

•Update Installed Base (e.g., •Specify Order Type as •Issue an RMA to authorize transfer ownership) “Exchange” an Exchange •Prepare sales order for •Create RMA number exchanged product •Book the exchange sales order

MM1138

MM1090

Receive Material - Customer

Customer Return to Credit Inspect to Disposition

Yes

Ship Material KPI

•Locate exchange item in stock •Pick item •Create Pick List

•Receive exchanged product •Tear-down and inspect

Advance Exchange?

Pick Material

CS1411

MM1149

•Package material to ship •Confirm shipment •Generate Packing Slips •Ship or move part

MM1138

Receive Material - Customer

No •Receive exchanged product •Tear-down and inspect

Maintain Customer Installed Base

•Update Installed Base

CS7044

Customer Return to Credit Inspect to Disposition KPI

Resolve Service Request

Customer Invoice to Cash

•Close the service request Enterprise Roles Customer Service Rep

Flow Value Statement

Oracle Business Models v 5.0

Shipping Clerk

Return

117

Service Request to Exchange

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

Repair Orders Product inspections Process Return Material Authorizations Manage exchanges and credits

• • •

•

Shipping Process

• •

Customer Service Reps Depot Repair Technicians Depot or Warehouse Manager Accounting/Receivables Customer

Where is the ROI?

Modules Licensed

• • • •

• •

Reduced Depot Costs Reduce time to exchange Increase returns productivity Increase Customer Satisfaction

Oracle Business Models v 5.0

Teleservice Depot Repair

Return

118

Service Request to Parts Replenishment

Business Flow

Service Request to Dispatch

CS7049

KPI

Manage Parts Inventory

•Check usage history data •Plan min–max parts levels •Analyze min–max reports (parts required?)

CS7050

Enter Parts Order •Place order for spare parts to replenish the field service personnel sub–inventories •Parts ordered automatically if count falls below min–max level

MM1090

MM1149

CS7051

Pick Material

Ship Material

Receive Spare Parts

•Print parts order •determine how to group released lines onto pick slips •Assign license plates, labels, etc. •Pick Material

•Ship part including generation of packing slips, Bills of Lading, Manifests, and Advanced Shipping Notices

•Receive the ordered parts from warehouse into sub inventory

Enterprise Roles Inventory Planning Manager Shipping Clerk

Flow Value Statement

Oracle Business Models v 5.0

Field Engineer

Return

119

Service Request to Parts Replenishment

Business Flow Value Statement

What does it cover?

Who is affected?

•

Control of Spares Stock Levels

•

Automatic Replenishment

•

Manual Replenishment

•

Shipping

• • • •

Field Service Technicians Customer Service Parts Inventory Manager Service Manager

Where is the ROI?

Modules Licensed

• • • • •

•

More accurate stock levels Improved Customer Satisfaction Reduce costs of inventory More inventory turns Reduce Field Service costs due to fewer Field Service visits

Oracle Business Models v 5.0

Field Service

Return

120

Service Request to Dispatch

Business Flow

CS7040

Service Request to entitlement Web Service Request to Escalation KPI

Identify Potential Solution

•Search Knowledge Base •ID Solution •Compose solution •Define task for engineer

CS7046

Perform Debrief

•Create debrief after service call •Close any open tasks •Calculate any costs from performing the resolution •Create new service request if needed.

CS7044

KPI

Resolve Service Request

•Close the service request

CS7045

Perform Field Visit •Perform service calls at customer site •Repair item, perform maintenance, take counter reading or resolve issue

CS1411

Maintain Customer KPI Installed Base •Update Installed Base

CS0801

CS0803

Manage Service Requests

Manage Service Schedules

•Set priorities Assign to field service personnel •Provide service collateral

•Plan field service resources, schedules, and skills based on the open service requests and their related priorities.

CS7048

Identify Parts Requirements

Dispatch to Technician Move Order

•Determine parts needed by field service engineers to perform on–site repairs

CS7047

Create Charge Order •Process Charges for Service (if no entitlement)

Customer Invoice to Cash Service Request to Parts Replenishment Dispatch to Technician Move Order

Enterprise Roles Customer Service Representative

Flow Value Statement

Oracle Business Models v 5.0

Field Service Dispatcher Field Engineer

Return

121

Service Request to Dispatch

Business Flow Value Statement

What does it cover?

Who is affected?

•

Call center and self–service with service request management

•

Service entitlement verification

•

Track problem resolution and escalate problems

•

Initiate Return Material Authorizations

•

Intelligent resource scheduling (Techs and parts)

•

Repair planning and estimation

•

Wireless dispatch of Technicians

•

• • • • •

Process charges for service

•

Planning Field Visit

•

Wireless debriefing of visit

•

Management of customers installed base

Field Service Customer Service Reps Spare parts inventory Mgr Contract Manager Customer

Where is the ROI?

Modules Licensed

• • • • • •

• • • • •

Reduced cost of service Increase field service productivity Shorter time to repair Reduce re–work Increase Customer Satisfaction Increase Field Service employee satisfaction (reduce attrition rate) Oracle Business Models v 5.0

•

Teleservice iSupport Advanced Inbound (Option) Field Service Field Service: Wireless for Service Field Service: Advanced Scheduler Return

122

Analyze to Agreement

Business Flow

PR0131

PR0135

PR0152

PR0139

Analyze Sourcing Requirements

Negotiate and Select Suppliers

Provide Specifications and RFQ

Manage Supplier Pricing

KPI

• Identify strategic sourcing opportunities. • Collect aggregate demand for specific sourcing requirements.

KPI

KPI

• Select Suppliers to fulfill sourcing requirements.

• The process of providing specifications and requests for quotation to a supplier.

PR0132

PR0136

PR0133

Evaluate and Award Negotiations

Develop Legal Terms & Conditions

Maintain Negotiated Supplier Contract/Agreement

• Collect and evaluate Responses to award the contract or agreement.

KPI

• Develop business agreement between enterprise and Suppliers.

Flow Value Statement

Oracle Business Models v 5.0

KPI

• Receive RFX or Quote from Supplier. • Negotiate incentives and penalties with suppliers as part of a business agreement. • Qualify suppliers who have submitted a bid or quotation

Requisition to Receipt – Indirect Requisition to Receipt – Direct

• Add, Modify or renew negotiated agreements as necessary. • Agreements can be purchase orders, requisitions, blankets or contracts. Enterprise Roles

Outside Roles

Purchasing Manager

Supplier

Buyer

Return

123

Analyze to Agreement

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • • • •

• •

Complete sourcing business process Integrated spend, supplier performance, and productivity analysis Support all negotiation types with robust buyer and supplier tools Multi–attribute bidding and analysis

Suppliers Buyers Planners Engineers Purchasing Managers

Where is the ROI?

Modules Licensed

•

• • • • •

• • •

Increased number of sourced items and use of contracts and agreements Reduced unit price Decrased sourcing cycles Reduced time to market

Oracle Business Models v 5.0

Sourcing Purchasing Purchasing Intelligence iSupplier Portal Exchange Marketplace

Return

124

Requisition to Receipt – Indirect

Contract Required ?

Business Flow

YES Analyze to Agreement

PR1180

PR0128

PR1182

Manage Requisitions

Authorize Requisitions

Issue a Purchase Order

KPI • Create a requisition defining the non production, service, administrative, items needed.

NO

• Approvals can be controlled using amount or account code.

• PO can be automatically created from Requisition. • PO can be created manually.

• Requisition may be for Fixed Assets or non– catalog items or one time purchases.

KPI

PR0129

PR0153

PR1935

Authorize Purchase Orders

Distribute Issued Purchase Orders

Receive Non Production Goods & Services

• Approvals can be controlled using amount or account code.

Goods Accepted?

YES

Supplier Invoice to Payment

KPI • Distribute Purchase Order to Supplier. Distribution is done via email, fax, mail or other electronic or manual means.

• The non–production goods arrive at the requisitioner/receivers desk.

NO

Supplier Return to Debit Supplier Return to Replacement

Enterprise Roles Department Manager Requester

Flow Value Statement

Oracle Business Models v 5.0

Buyer Purchasing Manager

Return

125

Requisition to Receipt – Indirect

Business Flow Value Statement

What does it cover?

Who is affected?

•

Workflow driven direct and indirect requisition–to–receipt processing

•

Portal access to procurement transactions w/ real–time notifications, XML messaging

• • •

•

Integrated spend analysis and supplier performance

Purchasing Manager Buyer Supplier

Where is the ROI?

Modules Licensed

• • • •

• • • •

Reduced item costs Reduced requisition procesing costs Reduced collaboration costs Reduced processing time

Oracle Business Models v 5.0

Purchasing iProcurement iSupplier Portal Exchange Marketplace

Return

126

Supplier Return to Debit

Business Flow

Requisition to Receipt – Indirect Inspect to Disposition

KPI

MM1142

MM1923

MM1924

MM1149

PR1014

Return Supplier Material

Prepare Material for Shipment

Load Material

Ship Material

Record Debit Memos for Returns

• Supplier issues RMA for replacement of defective items.

M • Shipping Clerk packages, consolidates material to be returned to Supplier for debit.

• Shipping Clerk loads the material to the dock for shipment.

• The Shipping Clerk ships the items to be returned to the supplier.

• Record Debit memos for returned goods.

Supplier Invoice to Payment

Enterprise Roles Shipping Clerk Accounts Payable Clerk

Flow Value Statement

Oracle Business Models v 5.0

Outside Roles

Supplier

Return

127

Supplier Return to Debit

Business Flow Value Statement

What does it cover?

Who is affected?

•

Workflow driven direct and indirect requisition–to–receipt processing

•

Portal access to procurement transactions w/ real–time notifications, XML messaging

•

Integrated spend analysis and supplier performance

• • • • •

Purchasing Manager Buyer Supplier Inventory Manager Planner

Where is the ROI?

Modules Licensed

• • • •

• • • • •

Reduced item costs Reduced requisition procesing costs Reduced collaboration costs Reduced processing time

Oracle Business Models v 5.0

Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management

Return

128

Supplier Return to Replacement

Business Flow

Requisition to Receipt – Indirect Inspect to Disposition

KPI

MM1142

MM1923

MM1924

Return Supplier Material

Prepare Material for Shipment

Load Material

• Supplier issues RMA for replacement of defective items.

M • Shipping Clerk packages, consolidates material to be returned to Supplier for replacement.

MM1149

Ship Material

• Shipping Clerk loads the material to the dock for shipment.

YES Receive Non–Production Goods?

PR1935

Receive Non Production Goods & Services

Inspect to Disposition

• The non–production goods arrive at the requisitioner/receivers desk.

• The Shipping Clerk ships the items to be returned to the supplier. NO

MM1136

KPI

Receive Material – Supplier

• Receive replacement materials from suppliers, either into inventory or into an inspection area.

Enterprise Roles Inventory Control Manager Receiving Clerk Requester Shipping Clerk

Flow Value Statement

Oracle Business Models v 5.0

Outside Roles Supplier

Return

129

Supplier Return to Replacement

Business Flow Value Statement

What does it cover?

Who is affected?

•

Workflow driven direct and indirect requisition–to–receipt processing

•

Portal access to procurement transactions w/ real–time notifications, XML messaging

•

Integrated spend analysis and supplier performance

• • • • •

Purchasing Manager Buyer Supplier Inventory Manager Planner

Where is the ROI?

Modules Licensed

• • • •

• • • • •

Reduced item costs Reduced requisition procesing costs Reduced collaboration costs Reduced processing time

Oracle Business Models v 5.0

Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management

Return

130

Order to Customer Invoice

Business Flow

Web Browse to Order Credit Approval to Customer Opportunity to Order Order to Status Inquiry

KPI

OF1069

OF1073

OF1076

OF1054

Manage Customer Orders

Send Sales Order Acknowledgement

Manage Sales Order Holds

Release Credit Holds on Sales Orders

• Sales orders submitted by customers or sales reps are entered into the system.

• CSR sends sales order acknowledgement to the Customer

KPI

• Research and resolve holds associated with open sales orders.

• Review and release specific credit holds on individual sales orders.

Customer Invoice to Cash

Enterprise Roles Customer Service Representative

Flow Value Statement

Oracle Business Models v 5.0

Credit Manager

Return

131

Order to Customer Invoice

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

Non Inventory Order Fulfillment •

Service Offerings

•

Gift Certificates

•

Any order not served by product

•

Sales force Order Entry/Customer Service Reps Customer

Where is the ROI?

Modules Licensed

•

•

• • •

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Reduce overall operations costs

Oracle Business Models v 5.0

Order Management and Logistics •

• •

Advanced Pricing

iStore Financials/iReceivables

Return

132

Business Flow

Customer Return to Credit

Customer Invoice to Cash Service Request to Exchange Install Base Update to Product Return Service Request to Depot Repair

OF1079

Issue Returned Material KPI Authorizations • Sales orders submitted by customers or sales reps are entered into the system.

OF1027

OF1035

OF1057

Generate Customer Invoices from Sales Orders

Maintain Credit Memos

Process Credit Balances and Refunds

• AR clerk generates sales invoices and forwards to the customers.

• Enter customer credit memos for returned materials.

MM1135

MM1138

Accept or Reject Deliveries

Receive Material – Customer

KPI

• The Shipping Clerk accepts or rejects goods from the customers at the shipping dock.

• Receive materials from customers, either into inventory or into an inspection area.

YES Refund Required?

Supplier Invoice to Payment

KPI

• AR clerk prepares and submits check requests and adjustments for refunds requested by the Customer.

NO

Inspect to Disposition

Enterprise Roles Customer Service Representative Accounts Receivable Clerk

Flow Value Statement

Oracle Business Models v 5.0

Receiving Clerk

Return

133

Customer Return to Credit

Business Flow Value Statement

What does it cover?

Who is affected?

•

Multi–Channel Order Capture

•

Multiple Order Types: (Configuration, Assembly,

• •

Drop Shipment, Buy Shipment, Stock, Returns)

•

Warehouse and Inventory Management

•

Credit Checking (Future)

• • • • •

Sales force Order Entry/Customer Service Reps Customer Shipping/Inventory Buyers Planners Suppliers

Where is the ROI?

Modules Licensed

•

•

• • • •

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Decrease product development costs Reduce overall operations costs

Oracle Business Models v 5.0

Order Management and Logistics • • • •

• •

Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)

iStore Financials/iReceivables

Return

134

Business Flow

Customer Return to Replacement

Customer Invoice to Cash

OF1079

MM1135

MM1138

OF1069

Issue Returned Material Authorizations

Accept or Reject Deliveries

Receive Material – Customer

Manage Customer Orders

KPI

• Sales orders submitted by customers or sales reps are entered into the system.

KPI

• The Shipping Clerk accepts or rejects goods from the customer at the shipping dock.

KPI

• Receive materials from customers, either into inventory or into an inspection area.

• The planner schedules sales order lines ship dates.

OF1073

MM1090

MM1923

MM1924

MM1149

Send Sales Order Acknowledgment

Pick Material

Prepare Material for Shipment

Load Material

Ship Material

• CSR sends sales order acknowledgement to the Customer

KPI

M

KPI

• Shipping Clerk picks and transfers orders to Staging

• Shipping Clerk packages, consolidates material to be sent to the customer.

OF1027

OF1035

OF1057

Generate Customer Invoices from Sales Orders

Maintain Credit Memos

Process Credit Balances and Refunds

• AR clerk generates sales invoices and forwards to the customers.

• Enter customer credit memos for returned materials.

• Shipping Clerk loads the material to the dock for shipment.

YES Refund Required?

Oracle Business Models v 5.0

Supplier Invoice to Payment

KPI

• AR clerk prepares and submits check requests and adjustments for refunds requested by the Customer.

NO Enterprise Roles Customer Service Representative Inspect to Disposition

Flow Value Statement

KPI

• Shipping Clerk packs, weighs, counts, ships and records shipments

Accounts Receivable Clerk Inventory Control Manager Shipping Clerk Receiving Clerk

Return

135

Customer Return to Replacement

Business Flow Value Statement

What does it cover?

Who is affected?

•

Multi–Channel Order Capture

•

Multiple Order Types: (Configuration, Assembly,

• •

Drop Shipment, Buy Shipment, Stock, Returns)

•

Warehouse and Inventory Management

•

Credit Checking (Future)

• • • • •

Sales force Order Entry/Customer Service Reps Customer Shipping/Inventory Buyers Planners Suppliers

Where is the ROI?

Modules Licensed

•

•

• • • •

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Decrease product development costs Reduce overall operations costs

Oracle Business Models v 5.0

Order Management and Logistics • • • •

• •

Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)

iStore Financials/iReceivables

Return

136

Business Flow

Relate to Retain

HR1314

HR0242

HR0243

HR0244

HR0245

HR0248

Manage Employee Labor Relations

Manage Legislative Structures

Negotiate Collective Agreements

Establish Worker Representation

Define HR Policies

Manage Results of Collective Bargaining

•Manages the categorization of people in relation to legal structures: employer, establishment, GRE, worksites for compliance in worker rights.

• Participate in collective agreement negotiations at company, site or employer group level.

•Identify worker representatives and the populations they can represent. •Established tenure and voting procedures for worker reps within company structure (non US).

•Identify procedures for consultations, discipline, grievances, pay/terms negotiations, health and safety procedures. •Identifies communication procedures.

•Manage changes to work or progression as a result of collective negotiations. •Ensure that minority workers are adequately represented.

• Manages collectively agreed terms and policies. •Manages legislative procedures for worker consultation, representation, stoppages. •Manages legislative employment rights.

HR1317

HR0183

HR0246

HR0247

HR0202

Administer Grievances

Manage Health & Safety Policies

Manage Strikes/Work Reductions

Manage Worker Consultation

Perform Compensation Administration

•Ensures processes mandating worker voting are enforced •Ensures worker representatives are informed of changes (e.g. hires- non US) •Ensures agreed policies on layoffs are followed

•Manages changes to compensation as a result of collective negotiations

•Resolve employee grievances and interpersonal issues within the workplace subject to union, legal and policy regulations and procedures.

•Follow legislative and industry obligations for health and safety training and incident tracking

•Manage company policies following negotiation breakdown.

Payroll to Payment

Enterprise Roles HR Representative

Flow Value Statement

Oracle Business Models v 5.0

Compensation Analyst

Return

137

Relate to Retain

Business Flow Value Statement

What does it cover?

Who is affected?

•

Negotiate and manage collective bargaining agreements

•

Establish worker representation

• •

•

Administer grievances

•

Manage strike/work reductions

•

Perform compensation administration

HR Manager Compensation Analyst

Where is the ROI?

Modules Licensed

•

•

•

Efficiently reflect changes in compensation due to collective bargaining agreements Accurately record and track grievances

Oracle Business Models v 5.0

HR

Return

138

Business Flow

Supplier Invoice to Payment PR1010

KPI

Requisition to Receipt – Indirect Inspect to Disposition Expense Report to Invoice Order to Drop Shipment Order to Buy Shipment Customer Return to Credit Customer Return to Replacement Planning Compensation to Commission

Manage Supplier Invoices

• Invoices are received through the internet, electronically or as paper. • The invoice is matched to PO, validated and approved. PR1011

Manage Recurring Supplier Invoices

PR5889

PR1013

Approve Supplier Invoice

Resolve Supplier Invoice Holds

KPI

• Determine whether hold can be removed so invoice can be paid.

• Approve or reject invoices for processing and payment.

• Recurring invoices (i.e. rent, utilities) generated and approved for payment.

PR1015

PR1931

Process Supplier Credit Memos

Supplier Return to Debit

Manage Evaluated Receipts

• Apply credit memos for overpayment and for material that has been returned.

• Validate Invoice.

PR3200

Issue Employee Expense Payments

Bank Statement to Cash Reconciliation Subledger Journals to Post

KPI PR5890

PR1922

Manage Prepayments

Modify Existing Invoice Distributions

KPI • Reduce Invoice payments by prepayments.

Flow Value Statement

• A payment batch is generated and expense reimbursement payments are distributed to employees.

• Modify accounting record (I.e. cost center, natural account). • Modify allocation of invoice to specific accounts.

Cash Forecasting to Funds Transfer

Oracle Business Models v 5.0

PR1022

KPI

Issue Supplier Payments

Receipt to Assets Bank Statement to Cash Reconciliation Subledger Journals to Post

• A payment batch is generated and payments are distributed to suppliers. • Payments can be EFT, Wire, Check.

Enterprise Roles Accounts Payable Clerk

Return

139

Supplier Invoice to Payment

Business Flow Value Statement

What does it cover?

Who is affected?

•

•

• • •

Automatically and manually manage supplier invoices, recurring invoices and evaluated receipts Resolve supplier invoice holds Manage prepayments Issue supplier invoice and employee expense report payments

Accounts Payable Clerk

Where is the ROI?

Modules Licensed

•

•

•

Leverage the early payment incentives offered by suppliers Decrease charges associated with late supplier invoice payments

Oracle Business Models v 5.0

Financials

Return

140

Business Flow

Supplier Invoice to Payment PR1010

KPI

Requisition to Receipt – Indirect Inspect to Disposition Expense Report to Invoice Order to Drop Shipment Order to Buy Shipment Customer Return to Credit Customer Return to Replacement Planning Compensation to Commission

Manage Supplier Invoices

• Invoices are received through the internet, electronically or as paper. • The invoice is matched to PO, validated and approved. PR1011

Manage Recurring Supplier Invoices

PR5889

PR1013

Approve Supplier Invoice

Resolve Supplier Invoice Holds

KPI

• Determine whether hold can be removed so invoice can be paid.

• Approve or reject invoices for processing and payment.

• Recurring invoices (i.e. rent, utilities) generated and approved for payment.

PR1015

PR1931

Process Supplier Credit Memos

Supplier Return to Debit

Manage Evaluated Receipts

• Apply credit memos for overpayment and for material that has been returned.

• Validate Invoice.

PR3200

Issue Employee Expense Payments

Bank Statement to Cash Reconciliation Subledger Journals to Post

KPI PR5890

PR1922

Manage Prepayments

Modify Existing Invoice Distributions

KPI • Reduce Invoice payments by prepayments.

Flow Value Statement

• Modify accounting record (I.e. cost center, natural account). • Modify allocation of invoice to specific accounts.

Cash Forecasting to Funds Transfer

Oracle Business Models v 5.0

• A payment batch is generated and expense reimbursement payments are distributed to employees. PR1022

KPI

Issue Supplier Payments

Receipt to Assets Bank Statement to Cash Reconciliation Subledger Journals to Post

• A payment batch is generated and payments are distributed to suppliers. • Payments can be EFT, Wire, Check.

Enterprise Roles Accounts Payable Clerk

Return

141

Supplier Invoice to Payment

Business Flow Value Statement

What does it cover?

Who is affected?

•

•

• • •

Automatically and manually manage supplier invoices, recurring invoices and evaluated receipts Resolve supplier invoice holds Manage prepayments Issue supplier invoice and employee expense report payments

Accounts Payable Clerk

Where is the ROI?

Modules Licensed

•

•

•

Leverage the early payment incentives offered by suppliers Decrease charges associated with late supplier invoice payments

Oracle Business Models v 5.0

Financials

Return

142

Dispatch to Technician Move Order

Service Request to Dispatch

CS7046

CS0801

CS7050

Perform Debrief

Manage Service Request

Enter Parts Order

•Debrief individual task •Close task

MM1090

Pick Material •Locate item •Pick item

Business Flow

MM1149

Ship Material •Ship or move part including generation of packing slips

•Define new task for the open service request (move part)

•Technician contacts Dispatcher to order parts •Define new task for the open service request (move parts) •Locate available part in inventory •Create internal move order •Dispatcher creates reservation for a move order

CS7051

Receive Spare Parts •Receive the ordered parts from sub–inventory for use in repair job

Service Request to Dispatch

Enterprise Roles Field Service Dispatcher

Flow Value Statement

Oracle Business Models v 5.0

Shipping Clerk Field Engineer

Return

143

Dispatch to Technician Move Order

Business Flow Value Statement

What does it cover?

Who is affected?

•

Manage loop inventory of spare parts

•

Find and move spares to repair jobs

•

Track move order status

•

Report and track spare parts usage

• • • •

•

Shipping

Field Service Technicians Dispatcher Parts Inventory Manager Shipping Clerk

Where is the ROI?

Modules Licensed

• • •

•

• • •

Reduce time-to-repair Increase Field Service productivity Reduce cost penalties from service level agreement violations Reduce costs due to rework (parts availability gap) Improved Customer Satisfaction due to avoiding repair delays Reduce costs of inventory (holding costs) Oracle Business Models v 5.0

Field Service

Return

144

Business Flow

Credit Approval to Customer

Customer Statement to Collections KPI

OF1056

OF1047

OF1052

Perform Customer Credit Check

Grant Credit/ Establish Limits

Manage Customer Credit Holds

• The customer’s credit worthiness is reviewed.

• Credit limits are established.

Customer Invoice to Cash Order to Cash

• Customers are placed on or removed from credit hold.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accounts Receivable Clerk Accounts Receivable Manager

Return

145

Credit Approval to Customer

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

• •

Evaluate customer’s credit worthiness Determine credit limits Manage customer credit holds

Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?

Modules Licensed

•

•

Reduced receivables defaults with increase evaluation of customers

Oracle Business Models v 5.0

Financials

Return

146

Customer Invoice to Cash

Business Flow

OF1027

Generate Customer Invoices from Sales Orders Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product Trade–in to Order Project Execution to Invoice/Asset

KPI • Organization needs to bill for shipped materials.

OF5882

OF1049

OF1035

Present Customer Invoices

Maintain Customer Invoices

Maintain Credit Memos

KPI

• Present invoices to customer or third party. • Send electronically or by mail.

OF1028

Enter Manual Customer Invoices

• Process invoice corrections, adjustments and updates.

KPI

• Enter and process customer credit memos.

• The AR clerk creates a manual invoice online.

OF1032

Apply Customer Receipts – Cash Applications KPI

OF1050

• Payment is received. Receipt is created and applied to invoice(s). OF1037

Apply Customer Receipts – Credit Card

Flow Value Statement

Process Customer Debit Memos • Enter and process customer debit memos.

• Payment is received. Receipt is created and applied to invoice(s).

Oracle Business Models v 5.0

OF1034

Apply Customer Receipts – Adjustments • Adjust payment.

OF1031

Remit Customer Receipts – Bank Deposits

Bank Statement to Cash Reconciliation Customer Return to Credit Customer Return to Replacement Customer Statement to Collections Order Receipt to Intelligence Planning Compensation to Commission Subledger Journals to Post

• Deposit customer receipts.

Enterprise Roles Accounts Receivable Clerk Accounts Receivable Manager

Return

147

Customer Invoice to Cash

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• • •

Automatically and manually create customer invoices Process credit and debit memos against invoices Apply customer receipts – cash, credit card, miscellaneous Deposit cash

Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?

Modules Licensed

•

•

•

Reduce cycle time of invoice presentment to customers Reduce cycle time of customer receipts

Oracle Business Models v 5.0

Financials

Return

148

Customer Invoice to Cash

Business Flow

OF1027

Generate Customer Invoices from Sales Orders Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product Trade–in to Order Project Execution to Invoice/Asset

KPI • Organization needs to bill for shipped materials.

OF5882

OF1049

OF1035

Present Customer Invoices

Maintain Customer Invoices

Maintain Credit Memos

KPI

• Present invoices to customer or third party. • Send electronically or by mail.

OF1028

Enter Manual Customer Invoices

• Process invoice corrections, adjustments and updates.

KPI

• Enter and process customer credit memos.

• The AR clerk creates a manual invoice online.

OF1032

Apply Customer Receipts – Cash Applications KPI

OF1050

• Payment is received. Receipt is created and applied to invoice(s). OF1037

Apply Customer Receipts – Credit Card

Flow Value Statement

Process Customer Debit Memos • Enter and process customer debit memos.

• Payment is received. Receipt is created and applied to invoice(s).

Oracle Business Models v 5.0

OF1034

Apply Customer Receipts – Adjustments • Adjust payment.

OF1031

Remit Customer Receipts – Bank Deposits

Bank Statement to Cash Reconciliation Customer Return to Credit Customer Return to Replacement Customer Statement to Collections Order Receipt to Intelligence Planning Compensation to Commission Subledger Journals to Post

• Deposit customer receipts.

Enterprise Roles Accounts Receivable Clerk Accounts Receivable Manager

Return

149

Customer Invoice to Cash

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• • •

Automatically and manually create customer invoices Process credit and debit memos against invoices Apply customer receipts – cash, credit card, miscellaneous Deposit cash

Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?

Modules Licensed

•

•

•

Reduce cycle time of invoice presentment to customers Reduce cycle time of customer receipts

Oracle Business Models v 5.0

Financials

Return

150

Proposal to Project Contract

Business Flow

Opportunity to Forecast to Management Rollup

PM5770

PM5773

PM5776

PM5779

Enter Proposal (Bid)

Approve Proposal (Bid)

Issue Proposal (Bid)

Review Proposal

• Submit Proposal to customer. • Contract Agent tracks proposal.

• Review proposal with customer.

• Analyze Requirements, estimate project plan & price to develop a proposal of work.

• Review and approve proposal.

M

PM5782

PM5785

PM5788

PM5791

PM5794

Accept Proposal (Bid)

Enter Project Contract

Approve Project Contract

Issue Project Contract

Sign Project Contract

• Submit Contract to customer. • Contract Agent tracks contract.

• Customer reviews, changes, and accepts contract.

M

• Customer accepts the proposal.

• Create contract using proposal information or standard template. • Adjust terms to match agreement with customer.

• Sales manager approves contract. • Legal approves contract.

M

PM5797

Maintain Project Contract

Plan to Project Budget

Enterprise Roles Sales Representative

• Update contract based on change requests from customer.

Legal Council Outside Roles

Flow Value Statement

Oracle Business Models v 5.0

Customer

Contract Agent Sales Manager

Return

151

Proposal to Project Contract

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • • •

Create, approve and issue proposal (bid) Create, approve and issue project contract

Sales Representative Legal Council Contract Agent Sales Manager

Where is the ROI?

Modules Licensed

•

•

• •

Streamline and shorten proposal cycle time Streamline and shorten project contract cycle time Reduce costs associated with maintaining project contract

Oracle Business Models v 5.0

Contracts

Return

152

Plan to Project Budget Proposal to Project Contract

Business Flow PM5803

PM5806

PM5809

PM5812

Define Project Charter

Define Project Scope

Define Project Schedule

Define Project Plan

M

• An organization defines their policies, procedures and requirements for all types of projects.

Import Project Plan?

NO

YES

M

• Project manager creates a scope statement for the project.

• Project manager creates the project schedule, defines milestones and resource requirements.

• Project manager creates the work plan for the project.

PM5800

Import Project Plan • Project manager imports project work plan from external system. PM5815

Develop Project Template & Work Breakdown Structure

PM5818

PM5819

PM5821

Define Project Details

Define Project Charge Control

Define Contract Funding

• Project manager defines and sets up the project.

M

• Project manager defines and sets up the project charge control on the project.

• Project manager updates the existing project with agreement and funding information.

• Project manager selects the appropriate project template and defines the work breakdown structure and customer information.

Flow Value Statement

PM5824

PM5827

PM5830

Approve Project

Define Project Budget

Manage Project Budget

• The project is approved.

• Project manager creates the project budget and requests approval.

Oracle Business Models v 5.0

• Financial analyst approves final budget. • Cost and Revenue estimates are determined.

Project to Staffing

Enterprise Roles Project Manager Financial Analyst

Return

153

Plan to Project Budget

Business Flow Value Statement

What does it cover?

Who is affected?

•

• •

• • •

Define project charter, scope and schedule Import or build project plan Define project charge control and contract funding Define project budget

Project Manager Financial Analyst

Where is the ROI?

Modules Licensed

• •

•

Reduce project plan cycle time. Accurately record details and commitments of project reducing cost of project management turnover.

Oracle Business Models v 5.0

Projects

Return

154

Change to Assign Resources Business Flow

Project to Staffing

Plan to Project Budget

PM5728

PM5734

PM5737

PM5749

Create Staffing Requirement

Evaluate Resources

Assign Resources

Approve Resource Assignment

• Project Manager searches the available resource list to determine which resources match to project staffing requirements. The Project Manager also evaluates matched resources for fit .

• Resource is reserved to the staffing requirement awaiting approval.

• Resource Manager (supervisor of resource) approves resource assignment.

• Create staffing requirements for project.

PM5752

Commit Resources

Project Execution to Invoice / Asset Utilization to Forecast

• Project Manager & Staffing Manager assigns resources to project and notifies employee of assignment.

Enterprise Roles Project Manager Staffing Manager Employee

Flow Value Statement

Oracle Business Models v 5.0

Resource Manager

Return

155

Project to Staffing

Business Flow Value Statement

What does it cover?

Who is affected?

• • • •

• • • •

Create staffing requirement Search and evaluate available resources Assign resources to projects Review project staffing plan

Project Manager Staffing Analyst Employee (Resource) Resource Manager

Where is the ROI?

Modules Licensed

•

•

• •

Reduce costs associated with matching resources to available projects Increase resource utilization Increase employee (resource) satisfaction with project assignments

Oracle Business Models v 5.0

Projects

Return

156

Project Execution to Invoice / Asset Project to Staffing Time Collection to Payroll Processing Expense Report to Invoice

Business Flow PM5857

HR2122

PM5848

Process Project Expenditures

Adjust Time After Transfer

Manage Project Commitments

• Financial Analyst distributes charges to all projects.

• The project manager makes all necessary time adjustments.

PM5851

PM5852

PM5859

PM5858

Manage Project Supplier Invoice Expenditures

Manage Project Inventory Expenditures

Process Cross Charges for Shared Resources

Process Project Allocations

• Consultants purchase computer supplies to be used on the project. • Supplier invoice is submitted to Payable.

YES Billable Project ?

NO

• Project manager issues material out of inventory to be used on the project.

• Project manager processes charges from consultants in other organizations.

• Project manager distributes administrative overhead allocation charges.

PM5866

PM5860

PM5869

Manage Project Revenue Recognition

Generate Financial Transactions

Manage Project Invoices

KPI • Generate draft revenue; adjust. • Generate final revenue, account distributions and update funding balances.

• Financial Analyst creates financial transactions for all projects.

PM5860

Generate Financial Transactions

KPI

Capital Project ?

• Create project related purchase requisitions and purchase orders. PM5863

Manage Project Expenditure Adjustments • Project manager adjusts expenditure items prior to revenue recognition.

• Initiate invoice generation process. • Customer bills are calculated, funding balances are updated and invoices are sent to Receivables. YES

Customer Invoice to Cash Analysis to Project Closure Receipt to Asset Analysis to Project Closure

PM5864

Manage Project Assets Enterprise Roles

• Financial Analyst creates financial transactions for all projects.

Flow Value Statement

Oracle Business Models v 5.0

NO

Analysis to Project Closure

• Create and assign project assets. • Generate asset lines to interface to Assets.

Project Manager Financial Analyst Project Member

Return

157

Project Execution to Invoice / Asset

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • •

• • •

Collect expenditures for time, expense, commitments, supplier invoices, inventory, and allocations Generate revenue and create draft invoices for billable projects Track costs for internal projects Create assets for capital projects

Project Member Project Manager Financial Analyst

Where is the ROI?

Modules Licensed

•

• • •

• •

Reduce time and cost of expenditure collection. Reduce time to prepare project invoices for customer. Increase accuracy of capital project costs.

Oracle Business Models v 5.0

Time and Labor Employee Projects

Return

158

Analysis to Project Closure

Project Execution to Invoice / Asset

Business Flow

PM5833

PM5863

PM5839

PM5873

Manage Project

Manage Project Expenditure Adjustments

Review Project Performance

Close Project

• Project manager analyzes budget to actual variances by project, task or resource.

Flow Value Statement

Oracle Business Models v 5.0

• Project manager makes all necessary expenditure item adjustments to the project prior to the period end close.

KPI

• Project performance information is gathered and disseminated. This includes status reporting, progress measurement and forecasting.

• Project manager gathers and disseminates all pertinent project information prior to project completion. • Project manager closes the project.

Enterprise Roles Project Manager

Return

159

Analysis to Project Closure

Business Flow Value Statement

What does it cover?

Who is affected?

•

•

• • •

Manage project expenditures and adjustments Manage client deliverables Manage status reports, project milestones and forecasting Analyse project actual to budget

Project Manager

Where is the ROI?

Modules Licensed

• • •

•

Improve project forecasts Reduce project cost overruns Improve client satisfaction

Oracle Business Models v 5.0

Projects

Return

160

Utilization to Forecast

Business Flow

Project to Staffing

PM5761

PM5764

PM5767

Review Utilization

Review Forecast

Submit Forecast

• Review staff utilization for department.

• Review forecast for department.

• Submit forecast to management and/or finance.

Enterprise Roles Resource Manager

Flow Value Statement

Oracle Business Models v 5.0

Staffing Manager

Return

161

Utilization to Forecast

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • •

• • • •

Create staffing requirement Search and evaluate available resources Assign resources to projects Review project staffing plan Review and forecast utilization

Project Manager Staffing Analyst Employee (Resource) Resource Manager

Where is the ROI?

Modules Licensed

•

•

• • •

Reduce costs associated with matching resources to available projects Increase resource utilization Increase employee (resource) satisfaction with project assignments Improve utilization forecasts

Oracle Business Models v 5.0

Projects

Return

162

Termination to Payroll

Business Flow

HR1252

HR1232

Administer Reduction in Workforce Policies

Manage Worker Termination

•Manages legislative or collectively agreed compliance with individual or group terminations including collective consultation •Manages contractor end of supplier agreements.

• Employee is terminated from their employment (voluntary or involuntary), employee retires or has deceased. •Employee agreement is fixed term and has ended •Agreement with supplier has ended or this contractor work/order has ended

YES Contractor ?

NO

HR0236

HR0235

Manage Exit Process

End Supplier Payments

•Manage exit interviews •Collection of assets

•Issue request for final supplier payment for work completed by contractor.

Supplier Invoice to Payment

HR3241

HR1227

HR3238

HR1321

HR0236

HR3233

Manage Total Compensation Payments

Administer Benefits Post Termination

Maintain Dependents & Beneficiaries

Administer 3rd Party Vendor Relationships

Manage Exit Process

Post to Payroll

• Total compensation payments are managed for issuing employees’ final pay upon termination. • Includes payout for vacation, special compensation and benefits.

• Continuation of benefits coverage is reviewed and explained to employee. • Employee elects or does not elect to continue benefits under COBRA.

• Employee’s benefit coverage for spouse/ dependents is continued or ended in the system. • Dependent and beneficiary information is updated.

• The employee benefits information is forwarded to the current benefit providers to record continuation or end benefit coverage.

•Manage exit interviews •Collection of assets •Communication of entitlements.

• The employee’s final pay information is posted to payroll, verified/adjusted for payment in the next regular scheduled pay run or planned off– cycle run.

Enterprise Roles Benefits Analyst

Flow Value Statement

Oracle Business Models v 5.0

Payroll to Payment

HR Manager Payroll Administrator

Return

163

Termination to Payroll

Business Flow Value Statement

What does it cover?

Who is affected?

•

Reduction of workforce

•

•

Voluntary/Involuntary termination of workers (both employee & contractor)

•

Benefits post termination

•

Beneficiary and dependent administration

•

Exit process

• • •

Worker (Employee & Contractor) HR Manager Benefits Analyst Payroll Administrator

Where is the ROI?

Modules Licensed

•

•

•

Accurate reporting of post termination benefits & compensation Efficient termination of workers

Oracle Business Models v 5.0

HR Applications

Return

164

Benefits to Payroll

Strategic Staffing to Hire

Business Flow

HR1320

HR3239

HR1271

HR1321

Administer Employee Benefits

Determine Participant Eligibility

Manage Benefits Enrollment

Administer 3rd Party Vendor Relationships

• Employee receive benefits information to evaluate benefit plan offerings for annual open enrollment. • Employee review their current benefits prior to making new annual elections.

• Benefit eligibility modeling is performed to evaluate various benefit choices and costs to employee based upon eligibility.

HR1273

HR3233

Administer Flex Spending Accounts (US Only)

Post to Payroll

• FSA accounts are maintained for employee health care and dependent care reimbursement requests.

• Manage benefits for new enrollments and open enrollments.

• Extract new and changed employee benefit enrollment information for submission to the Benefit Providers.

Payroll to Payment

• Processed enrollments and benefit payments have been posted to the payroll for processing in the designated pay run.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Benefits Analyst Payroll Administrator

Return

165

Benefits to Payroll

Business Flow Value Statement

What does it cover? •

Definition and Management of any ‘Standard’ Benefits (Core HR)

•

Set up of Flexible Benefits (OAB)

•

Enrolment and elections – Cafeteria style

•

Self–Service Benefits

•

Benefits Service Centre

•

Linkage to and Management of Assets

•

Integration Out of the Box

•

Benefits supplier extract facility

Who is affected?

Where is the ROI?

Modules Licensed

• • • •

• •

Reduce cost of Flex by 60% Reduce absence and attrition Greater value from Benefits Strategic purchasing of Benefits

Oracle Business Models v 5.0

Core HR + Web Comp (in dev) OAB

Return

166

Employee Incident to Workers Compensation

HR1314

HR3243

HR0182

Manage Employee Labor Relations

Manage Emergency Information

Manage Incident Cycle

• Manage employee issues and concerns related to the workplace. • Employee union and contract information is maintained in the system for reference.

•Update emergency contact information

HR0306

HR0237

Manage Work Related Injury & Illness

Manage Follow Up Activities

• Prepare information for OSHA to report employee work related injuries and illnesses. • All OSHA reports are run, processed and distributed.

• Track individual treatment following accident or illness.

Flow Value Statement

Oracle Business Models v 5.0

Business Flow

• Monitor and track safety issues and enacts resolutions. • OSHA information is entered and maintained on employees in the system when accidents and injuries are reported.

HR1276

Manage Worker’s Compensation & Benefits • Prepare information to manage and report employees out on Worker’s Compensation and payments. •Tracks absence duration and milestones to adjust compensation rates

HR0238

Determine & Track Accommodations

Payroll to Payment

• Allows employee to return to work over time with appropriate restrictions and accommodations

Enterprise Roles HR Representative

Return

167

Employee Incident to Workers Compensation

Business Flow Value Statement

What does it cover?

Who is affected?

•

Manage employee labor relations

•

•

Manage employee incidents

•

Manage Worker’s Compensation & Benefits

•

Track accommodations for illnesses and injuries

Where is the ROI?

Modules Licensed •

Oracle Business Models v 5.0

HR Administrator

HR Applications

Return

168

Deploy to Achieve

Business Flow HR1233

Manage Work and Life Event Changes •Manages changes to the work relationship such as changes in work hours, duration of work, change of legal employer. •Manages changes to personal data such as beneficiaries, contacts etc.

Strategic Staffing to Hire

HR0253

HR1253

HR1259

HR0239

HR0202

HR0238

Deploy Worker

Record Worker Career Data

Manage Organizational Event

Manage Worker Deployment

Perform Compensation Administration

Determine & Track Accommodations

•Place a person into the correct posts in the enterprise which represents their role, seniority, and team. •Determine eligibility for Associated pay and allowances.

•Record worker competencies, certifications, licenses, continuing education requirements for statutory, union and skills management.

•Manage organizational events affecting worker deployment, such as company takeovers, mergers, acquisitions.

•Manage deployment, schedule and seniority changes following work, life or external events.

•Manage changes to compensation and employment terms following work, life or external changes

•Manage and track accommodation changes to work environment following life events

Termination to Payroll HR0249

Manage External Events •Manage deployment changes following changes in law, taxation, market, or union action.

Flow Value Statement

Oracle Business Models v 5.0

Enterprise Roles Department Manager Employee HR Representative Compensation Analyst

Return

169

Deploy to Achieve

Business Flow Value Statement

What does it cover?

Who is affected?

•

Track employee skills

•

Skills Gap Analysis

•

Fill gaps through adequate programs

•

Appraisals & Performance Management

•

Succession Planning and Career Paths

•

• • • • •

Skill and Competency based resourcing of projects

•

Equal Opportunity resourcing and development

HR department Training department Employees Line managers Project Managers

Where is the ROI?

Modules Licensed

• • • •

•

Worker Productivity Project Resourcing Speeds Targeted Training and Recruitment Increased Retention– Employer of Choice

Oracle Business Models v 5.0

Core HR & SS

Return

170

Payroll to Payment

Business Flow

Termination to Payroll Benefits to Payroll Employee Incident to Workers Compensation Assess to Progress Time Collection to Payroll Processing Planning Compensation to Commission

HR1319

HR3234

HR1242

Perform Payroll Calculation

Verify and Reconcile Payroll

Manage Payment Distribution

• The Gross to Net payroll calculation is successfully processed. • Earning, Deductions, Taxes, and Employer liabilities are created.

• Payroll Specialist reviews and validates payroll output to register totals. • Hours, earnings, deductions taken and taxes withheld are verified.

HR1240

HR1241

HR3235

Manage Wage Attachments

Manage Taxes & Social Insurance

Perform Payroll Costing

• Wage attachment checks payable to government agencies or applicable individuals are generated and mailed to third party recipients.

•Determines Employer Tax Liabilities for the payroll period. • Necessary tax filings and deposits are prepared.

• Run costing process and details for pay period. •Costing results are passed for posting to the General Ledger.

• Checks and Deposit Advices are generated, printed and distributed. • ACH files are created and sent to applicable banks for posting to accounts.

Bank Statement to Cash Reconciliation Subledger Journals to Post

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Payroll Administrator Payroll Tax Specialist

Return

171

Payroll to Payment

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • • •

Accurate, on–time Payment of Workers •

Full Time, Part Time, Contractors, Pensioners, Occasional

•

Flexible Rule–basis for any type of Calculation

•

Retropay, continuous calculation, net to gross, proration, advance pay

• • •

Same centre of data with HR Insource or Outsource options Full statutory support

HR department Payroll Employees Line managers

Where is the ROI?

Modules Licensed

• • • •

•

Reduce Ratio of Admin: Worker Reduce peaks & troughs Enhance flow of data HR – Payroll Key integration with HR

Oracle Business Models v 5.0

Payroll

Return

172

Time Collection to Payroll Processing

Business Flow

HR2108

HR2115

HR2121

Enter Time

Approve Time Entered

Transfer Time

• Enter time in the appropriate time collection device or via the web.

• Management approves the time entered at the end of the collection period. • Employee’s time is then routed through the approval hierarchy, as defined by the organization.

Project Execution to Invoice/Asset

• Transfer the time collected to recipient application.

HR3233

HR1319

Post to Payroll

Perform Payroll Calculation

• Perform tasks to take the transfer time and move it to the payroll staging area.

Payroll to Payment

• Perform tasks necessary to generate payroll processing and calculations.

Enterprise Roles Employee

Flow Value Statement

Oracle Business Models v 5.0

HR Manager Payroll Administrator

Return

173

Time Collection to Payroll Processing

Business Flow Value Statement

What does it cover? • •

•

Who is affected?

Single Self–service and entry and record of time for the whole enterprise Entry of Time for: •

Financial Management

•

Client / Customer Billing

•

Payment to Workers

•

Expenses

Time policies, work schedules & shifts

Where is the ROI?

Modules Licensed

• • • •

•

Better efficiency & customer satisfaction Decrease Admin to Staff ratio Accurate recovery of time Manager productivity (Authorisations)

Oracle Business Models v 5.0

Time & Labour

Return

174

Receipt to Assets

Business Flow

PR1906

Transfer Asset Invoices to FA Dept

Project Execution to Invoice/Asset Supplier Invoice to Payment

• Any asset related invoices (invoices coded to the asset clearing account are interfaced to Assets department for processing PM5884

FM1102

KPI

Maintain Fixed Asset

Assets to Depreciation Subledger Journals to Post

• The asset is added to inventory as capital or CIP.

Transfer Capital Project to FA Dept • Completed capital projects are sent to Assets department for processing.

Enterprise Roles Project Manager

Flow Value Statement

Oracle Business Models v 5.0

Accounts Payable Clerk Fixed Asset Accountant

Return

175

Receipt to Assets

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • •

Creation of fixed assets from supplier invoices or capital projects

Accounts Payable Clerk Fixed Asset Accountant Project Manager

Where is the ROI?

Modules Licensed

• •

•

Accurate tracking of fixed assets Improved capital project tracking

Oracle Business Models v 5.0

Financials

Return

176

Assets to Depreciation

Receipt to Assets KPI

Business Flow

FM1108

FM1103

FM1901

FM1903

Manage Fixed Assets Inventory

Transfer Fixed Assets

Reclassify Asset

Adjust Asset Financial Information

• Asset Inventory reports are run and verified with actual Inventory.

• Assets can be moved to new locations and/or (account) assignments.

• Assets can be classified to a new category.

• Assets cost or life can be adjusted as needed.

FM1104

FM0480

FM1926

FM0480

Manage Fixed Asset Loss/Disposal

Calculate Asset Depreciation

Manage Tax Books

Calculate Asset Depreciation

• Company owned assets disposed • Asset is retired • Proceeds of sale, cost of removal, and any gains or losses are recorded • If asset is lost, destroyed or stolen, it is retired.

• Depreciation Expense is calculated and Accumulated Depreciation is updated for every capitalized asset in the Corporate Book.

• Assets are copied from the Corporate book to the Tax Book.

• Depreciation is calculated for the Tax Books.

Period End Close to Financial Reports

Enterprise Roles Fixed Asset Accountant

Flow Value Statement

Oracle Business Models v 5.0

Accounting Manager Tax Accountant

Return

177

Assets to Depreciation

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

• • •

Manage fixed asset inventory Transfer, reclassify, dispose of fixed assets Calculate depreciation Manage fixed assets in tax books Calculate tax books depreciation

Accounting Manager Fixed Asset Accountant Tax Accountant

Where is the ROI?

Modules Licensed

•

•

• • •

Improved tracking of fixed assets for full usage of assets Accurate depreciation recognition Improved capital asset depreciation Accurate tax depreciation recognition

Oracle Business Models v 5.0

Financials

Return

178

Bank Statement to Cash Reconciliation

Supplier Invoice to Payment Customer Invoice to Cash Payroll to Payment Cash Forecast to Funds Transfer

Business Flow

FM1908

FM1907

FM1910

FM1905

Record Bank Statements

Record Misc. Bank Transactions

Reconcile Bank Statements to Transactions

Reconcile Bank Balances to GL

• Record transactions from Bank Statement.

• Record bank fees, bank errors, interest charges and other miscellaneous transactions.

• Checks, deposits and miscellaneous transactions are matched to bank statement and automatically cleared.

• Bank balances (on the statement) are reconciled to General Ledger cash account balances.

Period End Close to Financial Reports

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accountant Accounting Manager

Return

179

Bank Statement to Cash Reconciliation

Business Flow Value Statement

What does it cover?

Who is affected?

•

•

• •

Record bank statements and miscellaneous bank charges Reconcile bank statement transactions to systems creating transactions Reconcile bank balances with cash accounts

Accountant

Where is the ROI?

Modules Licensed

•

•

Decrease the effort required to reconcile transactions and balances of the cash accounts

Oracle Business Models v 5.0

Financials

Return

180

Budgets to Approval

Business Flow

FM5876

Import Budgets FM0483

Define Budget Strategy & Approach

• Receive budget data from external system.

KPI

• Prepare and record budgets by department/ organization.

FM0487

FM0489

FM0491

Maintain Budgets

Consolidate & Review Budgets

Approve Budgets

KPI FM5875

Define & Generate Budget Allocations

• Update/modify budgets.

KPI

• Consolidate budgets from all departments and companies. • Review total budget.

KPI • Approve final budget and communicate to all departments and companies.

• Prepare and record budgets by department/ organization.

Period End Close to Financial Reports

Enterprise Roles Financial Analyst

Flow Value Statement

Oracle Business Models v 5.0

Director of Finance VP of Finance

Return

181

Budgets to Approval

Business Flow Value Statement

What does it cover?

Who is affected?

• •

• • •

•

Define budget strategy and approach Import budget details from external system or define and generate budget allocations Consolidate and approve budgets

Financial Analyst VP of Finance Director of Finance

Where is the ROI?

Modules Licensed

• •

•

Reduce time to create budgets Improve the tracking of detail budgets

Oracle Business Models v 5.0

Financials

Return

182

Cash Forecast to Funds Transfer

FM1909

Collect Cash Information • Capture cash inflow and outflow.

Business Flow

FM1911

Manage Cash Forecasts KPI • Generate cash forecasts using user– defined forecasting templates.

FM1122

Transfer Funds

Bank Statement to Cash Reconciliation Supplier Invoice to Payment

• Cash can be transferred as needed according to cash forecasts.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accountant Accounting Manager

Return

183

Cash Forecast to Funds Transfer

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

• •

Collect cash information Manage cash flow Transfer funds

Accountant Accounting Manager

Where is the ROI?

Modules Licensed

•

•

•

Maximize cash flow to increase interest return and decrease idle cash Reduce charges associated with overdrawing bank accounts

Oracle Business Models v 5.0

Financials

Return

184

Customer Statement to Collections

Business Flow

Customer Invoice to Cash

OF1928

OF1048

Generate Customer Statements

Manage Collections

• Statements are generated for customer accounts.

OF5883

Dispute Charges • Customer disputes the invoices details.

KPI • Actions are taken to collect overdue customer payments.

OF3204

Generate Finance Charges KPI • Generate finance charges for customers with delinquent payments.

OF3205

Record Customer Collection Call Details • Call customers with delinquent payments and record conversation for future reference.

OF3204

Generate Finance Charges KPI • Generate finance charges for customers with delinquent payments.

OF3203

Generate Dunning Letters • Generate and send Dunning Letters to customers with delinquent payments. Customer Invoice to Cash Credit Approval to Customer

Enterprise Roles Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accounts Receivable Clerk Customer Accounts Receivable Manager

Return

185

Customer Statement to Collections

Business Flow Value Statement

What does it cover?

Who is affected?

• • • • •

• •

Generate customer statements Manage collections Generate finance charges Customer can dispute charges Issue Dunning Letters

Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?

Modules Licensed

•

•

•

Increase collections on outstanding receivables Resolve customer disputes increasing capability to collect on receivables

Oracle Business Models v 5.0

Financials

Return

186

Expense Report to Invoice

Business Flow

PR1009

PR1012

Manage Expense Reports

Approve Expense Reports

• Employee enters expense report via the web, mobile device, or spreadsheet. • Expense report received through credit card company. • Receipts submitted through imaging.

KPI

• Expense report is routed via the application to the Department Manager. • Department manager reviews and approves expense report.

PR1016

Manage Employee Expense Receipts

Supplier Invoice to Payment Project Execution to Invoice / Asset

• Employee imaged or paper receipts are matched to the expense report.

Enterprise Roles Employee

Flow Value Statement

Oracle Business Models v 5.0

Approval Manager

Accounts Payable Clerk

Return

187

Expense Report to Invoice

Business Flow Value Statement

What does it cover?

Who is affected?

•

• • •

•

Submission, approval and processing of employee expense reports Receipt auditing

Employee Approval Manager Accounts Payable Clerk

Where is the ROI?

Modules Licensed

•

• •

Reduced cycle time to process employee expense reports

Oracle Business Models v 5.0

Financials Employee

Return

188

Intercompany Journals to Post

Business Flow

FM3214

FM3211

FM3212

FM3213

Import Intercompany Transactions

Generate Periodic I/C Transactions

Enter Intercompany Journals

Approve Intercompany Journals

• Sending Company submits intercompany journals to the receiving company.

• Receiving Company approves the intercompany journals from the Sending Company.

FM3216

FM0511

Transfer I/C Transactions to Ledgers

Post Journal Entries

• Import intercompany journals from external systems.

• Sending Company submits intercompany journals to the receiving company.

• Intercompany transactions are transferred to the appropriate ledgers.

Flow Value Statement

Oracle Business Models v 5.0

Period End Close to Financial Reports

• Journals are posted in the General Ledger.

Enterprise Roles Accountant

Return

189

Intercompany Journals to Post

Business Flow Value Statement

What does it cover?

Who is affected?

• •

•

• • •

Import intercompany journals Generate Recurring intercompany journals Approve intercompany journals Transfer intercompany journals to appropriate ledgers Post intercompany journals

Accountant

Where is the ROI?

Modules Licensed

•

•

•

Improve tracking of intercompany journals Reduce processing and reconciliation time time associated intercompany journals

Oracle Business Models v 5.0

Financials

Return

190

Period End Close to Financial Reports 1/2 Bank Statement to Cash Reconciliation Subledger Journals to Post Assets to Depreciation Intercompany Journals to Post Budgets to Approval

Business Flow FM1948

FM1808

FM1045

Perform WIP Period Close

Perform Process Mfg Period Close

Perform Inventory Period Close

• Activities required to close Work–in– Process and send transactions to GL.

FM1018

Perform Accounts Payable Period Close • Activities required to close Accts Payable and send transactions to GL.

FM1913

FM1952

FM1914

Perform Purchasing Period Close

Perform Projects Period Close • Activities required to close Projects and send transactions to GL.

• Activities required to close Purchasing and send transactions to GL.

FM0507

FM1118

Import Journal Entries

Enter Journal Entries

• Import Journals from subledger systems.

• Enter journals.

FM1042

Process Current Period Transactions

• Activities required to close Fixed Assets and send transactions to GL.

• Activities required to close Accts Receivable and send transactions to GL.

• Activities required to close remaining subsystems and send transactions to GL.

FM0510

Process Reserves, Reversals & Suspense JEs • Reverse prior period accruals, clear suspense accounts, and generate reversing entries.

FM0511

FM1121

FM1114

FM3209

Post Journal Entries

Reconcile Accounts

Adjust GL For Period Close

Enter Elimination Entries

• Journals are posted in the General Ledger.

• Reconcile all subledgers to general ledger.

Oracle Business Models v 5.0

FM1915

Perform Fixed Assets Period Close

FM0506

• Process adjusting journal entries after preliminary review of balances.

• Activities required to close Inventory and send transactions to GL.

Perform Accounts Receivable Period Close

Define and Generate Recurring Journal Entries • Journals for recurring transactions are generated.

• Activities required to close Process Mfg and send transactions to GL.

• Creates elimination entries within a company.

FM1116

FM0494

Process Allocations & Periodic Entries

Revalue Balances

• Journals for allocation transactions are processed.

• Revalue foreign currency balances to recognize currency gain/loss.

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Enterprise Roles Accountant

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Period End Close to Financial Reports 2/2

Continued from prior page

Business Flow

FM0493

FM0495

FM3225

FM3209

Translate Foreign Currency

Consolidate Sets of Books

Post Consolidation Data

Enter Elimination Entries

• Translate foreign currency balances to reporting currency.

• Balances in child books are transferred to the consolidation book.

FM0511

FM1917

Post Journal Entries

Close Period

• Posted elimination entries.

• Close the accounting period to prevent changes to final balances.

• The journals are posted in the consolidation books.

FM1940

Generate Internal Reports KPI • Internal financial reports are generated, distributed and reviewed.

• Creates elimination entries between companies.

FM1941

Generate External Reports • External reports are generated and distributed.

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accountant Accounting Manager

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Period End Close to Financial Reports

Business Flow Value Statement

What does it cover?

Who is affected?

• •

•

• •

Process transactions from subledgers Process recurring, reversal, reserve, suspense, allocation and elimination journals Consolidate multiple companies Internal and external reporting of financial results

Accountant

Where is the ROI?

Modules Licensed

•

•

•

Reduce time associated with period end close Improve the accuracy of the financial results

Oracle Business Models v 5.0

Financials

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Subledger Journals to Post

Business Flow

Supplier Invoice to Payment Customer Invoice to Cash Payroll to Payment Receipt to Assets Supplier Return to Debit Customer Return to Credit Warehouse Layout to Inventory Valuation Product Standard Costing to Inventory Revaluation

FM0507

FM1118

FM0511

Import Journal Entries

Enter Journal Entries

Post Journal Entries

• Import Journals from subledger systems.

KPI

• Enter journals.

• Journals are posted in the General Ledger.

Period End Close to Financial Reports

Enterprise Roles

Flow Value Statement

Oracle Business Models v 5.0

Accountant

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Subledger Journals to Post

Business Flow Value Statement

What does it cover?

Who is affected?

• • •

•

Import journal entries Enter journal entries Post journal entries

Accountant

Where is the ROI?

Modules Licensed

•

•

Reduce time to import and record transactions from systems feeding the General Ledger

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Financials

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Strategic Staffing to Hire

Business Flow

HR0191

HR1248

HR0230

Determine Staffing Requirements

Define Recruitment Strategy

Manage Talent Pool

•Review staffing demand/turnover to determine people profiles to be hired, quantities and timescales •Job requisition approved and created for the open job/ position.

•The recruiting strategy defines optimal recruiting methods and whether hires are permanent, short term or contract.

•Reviews placement opportunities from internal pool, current or ex-applicants or exworkers

YES

Internal Applicant ?

Deploy to Achieve

NO

HR1222

HR0198

HR0195

Publicize Opening

Enter and Track Applicants

Match Applicant to Opening

•The job/position is advertised, sent to recruiting prospects or to suppliers for contractor supply.

•Applicant information is recorded and associated to a job requisition. •Tracks progress, referrals, rejections and reasons

•Applicant competencies, background and other attributes are matched and compared to the job requirements. •Shortlists of screened applicants are complied

HR0196

HR0197

HR1249

HR1225

HR0192

HR1250

Manage Applicant Assessments

Manage Offer Process

Applicant Pre-placement & Processing

Establish New Worker

Manage New Worker

Evaluate Recruitment Activity

•Obtain new worker information using new hire forms/ templates: bank details, person, contacts •Establish time collection methods •For employees establish payroll, grant benefits/open Benefits elections, capture beneficiary and dependent info •For contractors open supplier services receipt

•Familiarize new or transferred workers with company policies, procedures, benefits and logistics including relocation and international workforce administration •Post-hire validations can include drug tests,right to work legal compliance with post-hire deadlines •May include agency payments

•Assessments/intervie ws are scheduled and conducted with the selected candidates. • Pre-screening and testing is done to evaluate the candidates and record interview results for the manager’s review.

Flow Value Statement

•Selected candidates for hire are verified for valid references, background, prior employment, etc. and extended an offer for employment. •If the selected contractor candidate is submitted from a supplier, then negotiations based on existing or new orders take place •Proof of right to work ,or the company may need to apply on behalf of the applicant •Legal, collective hiring policies must be followed

•Pre-placement activities include concluding negotiations on terms and conditions, either with candidate or with supplier of contractor labor •Contracts and other documents may need to be signed •Approvals of worker representatives or external authorities may need to be gained (non-US) •Other pre-placement checks may take place (references) • Manages ending other applications

Oracle Business Models v 5.0

KPI

•Recruitment is assessed to compare against business objectives and identify optimal recruiting methods •Tracks rejection reasons, process inefficiencies

Deploy to Achieve Benefits to Payroll Supplier Invoice to Payment Develop to Succeed Enterprise Roles HR Representative Recruiting Manager Applicant

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Strategic Staffing to Hire

Business Flow Value Statement

What does it cover?

Who is affected?

•

Development of staffing strategy through Organisational and competency based knowledge

•

Building a ‘Talent Pool’

•

Identifying and Managing Applicants into Vacancies

• • •

•

Integrated, workflow Management of the Collaborative Community (Managers, Resourcing Professionals & Candidates)

•

Cost Management of Resourcing

•

Brand Management

Recruiting Manager HR Representative Applicant

Where is the ROI?

Modules Licensed

• • •

• •

Low ratio Recruiters to Staff Lower Agency and sourcing costs Better placement of new Staff (Lower

HR Applications iRecruitment

attrition)

Oracle Business Models v 5.0

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Develop to Succeed

Strategic Staffing to Hire Assess to Progress

Business Flow

HR3232

HR1311

HR0226

Administer Assessments

Manage Employee Performance

Manage Career Activities

•HR specialist administers the chosen method to perform the assessment – can involve customers, peers, 360. Gathers opinions, test results on proficiency and performance; rates objectives and competencies •Worker conducts a personal self assessment on their performance. •Assessment initiated by worker, manager, peers; job, project or team related.

•Set developmental goals and measurements. Set quantifiable targets. •Measure performance to goals. Record appraisal results. • Information recorded on the date of review, performance rating, next review and proposed merit actions.

•Identify competency gaps. •Establish learning plan. • Review the proposed employee salary actions for measurement of performance standards in the organization. •Determine eligibility for succession. •Place on collectively agreed progression. •Amend knowledge access.

HR0239

HR0202

HR3233

Manage Worker Deployment

Perform Compensation Administration

Post to Payroll

•Identify personal competency gaps •Compare with job requirements •Identify group competency gaps •Assess performance against groups and standards

•Implement pay for performance compensation: salary: allowances

Payroll to Payment

• Transactions are reviewed and prepared for processing in the designated payroll run. Enterprise Roles HR Representative HR Manager

Flow Value Statement

Oracle Business Models v 5.0

Compensation Analyst Employee

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Develop to Succeed

Business Flow Value Statement

What does it cover?

Who is affected?

•

Track employee skills

•

Skills Gap Analysis

•

Fill gaps through adequate programs

•

Appraisals & Performance Management

•

Succession Planning and Career Paths

•

• • • • •

Skill and Competency based resourcing of projects

•

Equal Opportunity resourcing and development

HR department Training department Employees Line managers Project Managers

Where is the ROI?

Modules Licensed

• • • •

•

Worker Productivity Project Resourcing Speeds Targeted Training and Recruitment Increased Retention– Employer of Choice

Oracle Business Models v 5.0

Core HR & SS

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Assess to Progress

HR0221

Define Organization Competency Requirements •Identifies the knowledge, skills and abilities required to meet the organization's strategic plan. •Establishes where competencies are required in the organization structure and attach to jobs, positions.

Business Flow

HR0240

HR0224

Analyze Competency Gaps

Define Organizational Career Paths

•Evaluate the missing competencies within the existing workforce.

• Career Path • Succession Plans •Progression rules

HR0201

HR0301

HR0227

Build Individual /Organizational Learning Programs •Create a learning framework to enhance competencies by most cost effective methods.

HR0241

Maintain Knowledge Management •Creates a knowledge infrastructure to improve competencies.

HR1316

Perform Compensation Planning

Manage Minority Employment and Advancement

Define Appraisal Methods and Procedures

•Defines performance related pay and allowances. •Creates performance assessment ratings scales and methods.

•Ensures fair minority and disability accommodation.

•Defines appropriate worker assessment methods and processes.

Develop to Succeed

Enterprise Roles HR Representative HR Manager

Flow Value Statement

Oracle Business Models v 5.0

Compensation Analyst Employee

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Assess to Progress

Business Flow Value Statement

What does it cover?

Who is affected?

•

Track employee skills

•

Skills Gap Analysis

•

Fill gaps through adequate programs

•

Appraisals & Performance Management

•

• • • •

Succession Planning and Career Paths

•

Skill and Competency based resourcing of projects

•

Equal Opportunity resourcing and development

HR department Training department Employees Line managers

Where is the ROI?

Modules Licensed

• • • •

•

Worker Productivity Project Resourcing Speeds Targeted Training and Recruitment Increased Retention– Employer of Choice

Oracle Business Models v 5.0

Core HR & SS

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