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

Oracle Business Flows Horizontal (Any Organization) E-Business Strategy Group Oracle Consulting
Oracle Business Models v 5.0
Oracle Industry Model: Horizontal

Plan Source Fulfill Market Sell Support
Procure to Pay
Campaign to Lead
Lead to Order
Order to Cash
Contact to Resolution
Contract to Renewal Enterprise Management People to Paycheck Project to Profit

Accounting to Financial Reports
Supply Chain
CRM
Back Office Return
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
Return
Order to Cash (Horizontal)
High Level Flow
Campaign to Order
Order to Customer Invoice
Customer Invoice to Cash
Revenue to Post
Credit Approval to Customer
Customer Return to Credit
Customer Return to Replacement
Offerings
Related Flows
Concept to Release
Return
People to Paycheck
Strategic Staffing to Hire Supplier Invoice to Payment
High Level Flow
Benefits to Payroll
Time Collection to Payroll Processing
Project Execution to Invoice / Asset Planning Compensation to Commission Relate to Retain Subledger Journals to Post Payroll to Payment Bank Statement to Cash Reconciliation
Assess to Progress
Develop to Succeed Employee Incident to Workers Compensation Termination to Payroll

Return
Deploy to Achieve
Offerings
Related Flows
Concept to Release
Project to Profit
High Level Flow
Proposal to Project Contract
Plan to Project Budget
Receipt to Assets
Project Execution to Invoice / Asset
Analysis to Project Closure
Project to Staffing
Utilization to Forecast
Expense Report to Invoice
Offerings
Related Flows
Concept to Release
Return
Accounting to Financial Reports
High Level Flow
Revenue to Post
Financial Management to Reporting
Expense to Post
Offerings
Related Flows
Concept to Release
Return
Revenue to Post
High Level Flow
Contract to Renewal
Order to Cash Customer Invoice to Cash Contact to Resolution Customer Statement to Collections Project Execution to Invoice / Asset Credit Approval to Customer Subledger Journals to Post
Offerings
Related Flows
Concept to Release
Return
Expense to Post
High Level Flow
Receipt to Assets
Assets to Depreciation
Inspect to Disposition
Subledger Journals to Post
Offerings
Related Flows
Concept to Release
Return
Financial Management to Reporting
High Level Flow
Revenue to Post
Budgets to Approval
Expense to Post Subledger Journals to Post Payroll to Payment Period End Close to Financial Reports
Intercompany Journals to Post
Product STD Costing to Inventory Revaluation
Cash Forecast to Funds Transfer
Bank Statement to Cash Reconciliation
Offerings
Related Flows
Concept to Release
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
Return
11
Click to Resolution
High Level Flow
Registration to User Access (Selfsupport) Self-support to Resolution Maintain Account to Personalize Homepage Knowledge Contribution to Acceptance Create to Publish Knowledge
Customer Feedback to Intelligence
Create to Publish Content
Insight to Campaign Plan
Offerings
Related Flows
Concept to Release
Return
12
Self Support to Resolution
High Level Flow
Knowledge Contribution to Acceptance
Create to Publish Knowledge
Forum Posting to Response
Registration to User Access (Self support)
Knowledgebase Search to Result
Email Inquiry to Response Maintain Account to Personalize Homepage
Install Base Update to Product Return
Service Entitlement To Resolution
Web Service Request to Escalation
Offerings
Service Request to Entitlement Related Flows
Concept to Release
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
Return
14
Call to Resolution
High Level Flow
Order to Status Inquiry
Click to Resolution
Customer Return To Credit Return to Repair
Lead to Order
Service Request to Entitlement
Dispatch to Repair
Service Request To Intelligence
Service Entitlement To Resolution
Service Request to Contract Quote to Warranty / Extended Warranty
Offerings
Related Flows
Concept to Release
Return
15
Dispatch to Repair
High Level Flow
Service Request to Dispatch
Dispatch to Technician Move Order
Service Request to Parts Replenishment
Offerings
Related Flows
Concept to Release
Return
16
Return to Repair
High Level Flow
Web Service Request To Escalation
Service Request to Depot Repair
Customer Return To Credit Service Request To Entitlement Service Request to Exchange Inspect to Disposition
Offerings
Related Flows
Concept to Release
Return
17
Lead to Order
Campaign to Lead
High Level Flow
Inbound Call To Lead
Lead To Opportunity
Outbound Call To Lead Opportunity To Order Web Browse to Order Configure Quote to Order Sales Force Management
Order to Cash
Product TradeIn To Order Related Flows

Concept to Release
Offerings
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18
Campaign to Lead
High Level Flow
Execute Campaign To Event

Cleanse Data to Enhance Analytics to Insight
Execute Campaign to Direct Mail & Advertising

Execute Campaign To Telesales Execute Campaign to Web Execute Campaign to Email
Lead to Order
Concept to Profitability
Design to Release
Offerings
Related Flows
Concept to Release
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
Return
20
Web Browse to Order

Campaign to Lead
High Level Flow
Registration to User Access
Catalogue to Assembled Content
Web Prospect to Shopping Cart
Personalization to Content Deployment
Shopping Cart to Contract
Order to Cash

Automated Payment To Funds Clearing
Order Receipt to Intelligence
Offerings
Related Flows
Concept to Release
Return
21
Cleanse Data to Enhance
Business Flow
MK7103
SL0769
MK7151
Import Customer Data and Lists

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

Edit customer data
Analyze Current Customer Data Quality M

Assess current data quality of customer and prospect data base
MK7152
MK7101
Identify Customer Data Duplications

Identify customer and prospect data duplications
Merge Duplicate Customer Records

Process merge requests either batch or individual
MK7205
MK7206
Identify Multiple Customer Records

M Identify inaccurate of multiple instances of a customer using an external knowledge base
MK7104
SL0769
MK7106
Consolidate Customer Information

M Resolve / consolidate multiple instances of a customer
Identify Customer Enhancement Data

Automated mapping of business / party relationships
Compare and Enhance Customer Record
Identify enhancement data needed to complete customer and prospect profiles
Enhance customer or prospect data either individual or batch
SL0769

Process business / party relationships as identified
Analytics to Insight
Enterprise Roles Database Marketing Manager Outside Vendor Marketing Manager
Flow Value Statement
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22
Business Flow Value Statement
What does it cover?

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
Who is affected?
Data quality managers Marketing Managers IT departments
Where is the ROI?

Modules Licensed
OCO
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
Return
23
Business Flow
MK7109
MK7110
MK7111
MK7112
Allocate Cost to Serve
Create Customer Income Statement
KPI
Calculate Account and Party Profitability
Segment Customers by Profitability M KPI Deciles

Segment customers based on customer value
Allocate cost to serve to each customer
Based on allocations, create an income statement for each customer
Calculate customer account / Party profitability and life time value
MK7113
MK7114
MK7115
Score Customers Using Customer Value

M Score customers based on customer value
Build and Test Predictive Models
Score Market Segment or List

M M Score market segment or list based using the predictive model
Build predictive models, based on test campaigns and determine lift
Enterprise Roles
Marketing Manager Financial Analyst
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24
What does it cover?

Identifies and scores customer profitability / LTV Identifies and scores customers most likely to respond to an offer or most likely to defect
Who is affected?
Marketing managers CEO/ CIO
Where is the ROI?

Improved marketing response rate Reduced cost to acquire Improved customer retention / loyalty Improved customer value
Modules Licensed
Advanced OM
Return
25
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
Business Flow
MK0737
MK7006
MK7008
MK7116
KPI
Measure Marketing Activity Results
Define Marketing Activity Plan
Define Marketing Activity Budget
Define Marketing Objective/Message
Define results views Analyze results Determine program, medium and channel effectiveness
Process of developing plans for marketing and sales programs, campaigns and events.
Create and approve budget for a marketing activity: programs, campaign, or event.
Determine campaign objective and message
MK7117
MK7004
MK7009
MK7011
MK0717
Define Marketing Medium

Determine which medium or channels for campaign
Define Audience Segments

Determine target segments based on results of Perform Analytics
Define Program
M
Define Campaign
Manage Customer Lists
A
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.
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
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Insight to Campaign Plan (Page 2 of 2)
Business Flow
MK7015
MK7118
MK0731
MK7120
MK7005
Manage Marketing Activity Budget
Create Campaign Metrics

Define metrics by which campaign results will be measured
Develop Marketing Collateral
Specify Cross Sell and Up Sell Products
Define Promotions
M Defining offers and promotions which apply to products based on marketing tactics.
Manage changes to budget and revenue and expense allocations to budget.
Process of defining, developing and delivering marketing and sales collateral.
Defining the business rules for up sell and cross sell products that may promoted with offer
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
Marketing Manager VP of Marketing
Return
27
What does it cover?

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
Who is affected?
Marketing Manager Marketers IT Departments CEO/CIO
Where is the ROI?

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
Modules Licensed
OM, AOM, Discoverer
Return
28
Business Flow
MK7119
MK1632
MK1633
MK7120
MK7005
Determine Product Demand
Define Product Concept
Define Product Pricing
Specify Cross Sell and Up Sell Products
Define Promotions
M Defining offers and promotions which apply to products based on marketing tactics.
Build demand profile and estimated ROI based on market and customer research
Determines product requirements; features to be incorporated, options to be offered, packaging and bundling variations
Determines the structure and level of prices to offer.
Defining the business rules for up sell and cross sell products that may promoted with offer
PD7140
Assign Product to Inventory / Shipping Organization

Assign product to an inventory and shipping organization and part of a new product introduction
OF1173
Design to Release
Maintain Price List
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
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.
MK7121
Determine Product Profitability

Calculate product profitability and ROI on New Product
Enterprise Roles Marketing Manager
VP of Marketing Product Manager
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What does it cover?

Define and launch new products Identify cross sell and upsell options Determine product profitability
Who is affected?
Product managers Marketing managers
Where is the ROI?

Improved customer value Improved product profitability and ROI
Modules Licensed
OM, Advanced OM, Discoverer
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30
Execute Campaign to Event
Business Flow
MK7013
MK7122
MK7123
MK7124
Insight to Campaign Plan Concept to Profitability
Define Event
Define Event: Products, segment, schedule, location logistics, communications plan, required collateral, responsibilities and resources, metrics, offers.
Create Event Deliverables

Create Collateral and Deliverables for Event
Execute Event Offer

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

Capture prospect / customer information to register attendees for the event
MK7014
MK7125
MK7126
Execute Event
KPI Manage and perform the activities which roll out the event.
Analyze Event Results
Pass Registrants/ Attendees as Leads

Pass registrants / attendees to Lead to Opportunity process
Lead to Opportunity Concept to Profitability
Assess Event results
Enterprise Roles Marketing Manager
Marketing Representative
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Execute Campaign to Event
What does it cover?

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
Who is affected?
Marketing Manager Marketers IT Departments
Where is the ROI?

Improve campaign efficiency, Marketing ROI Improved Budget Control / variance Cost Efficient Channel Usage Improved event response and order rate
Modules Licensed
OM, AOM, Discoverer
Return
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Business Flow
MK0731

M Define and Create Collateral and Deliverables for Campaign
MK7127
MK7012
MK0737
MK7128
Generate Target List

Generate previously created list in order to execute a campaign
Execute Campaign
M Manage and perform the activities which roll out the campaign.
KPI
Pass Responses For Lead Qualification

Pass responses for qualification to Lead to Opportunity process
Assess Campaign results
Enterprise Roles
Marketing Manager
Marketing Representative
Return
33
What does it cover?

Automate the execution of direct mail and advertising campaigns Analyse campaign results
Who is affected?
Marketing managers CEO/CIOs
Where is the ROI?

Improved marketing response rate Reduced cost to acquire More Efficient, higher velocity campaigns from automated campaign planning and execution, improved Marketing ROI
Modules Licensed
OM, Advanced OM, Discover
Return
34
Execute Campaign to Telesales
Business Flow
MK7103
MK7127
SL7017
MK0731
Import Customer Data and Lists

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

Generate previously created list in order to execute a telesales campaign
Develop Sales Interaction Scripts

M
Process of developing scripts to be used for telesales and telemarketing campaigns.
Process of defining, developing and delivering marketing and sales collateral.
MK7155
MK0737
Load Leads
KPI Process of loading qualified leads and customer records from previous phases of current campaign or previous campaigns
Inbound Call to Lead Concept to Profitability
Process of collecting, reporting and analyzing marketing activity results
Enterprise Roles
Marketing Manager Database Marketing Manager
Return
35
What does it cover?

Analyse, Prepare, Plan and Execute Call Center Campaigns Define Scripts Define cross sell / upsell options Budget Management
Who is affected?
Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager
Create and manage targeted lists (Targeted selections, Import and DeDuplication)
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) Tight Budget Control Cost Efficient Channel Usage Oracle Business Models v 5.0
Modules Licensed
OMO, MI, AOMO, Advanced Inbound, Advanced Outbound, Scripting
Return
36
Execute Campaign to Web
Business Flow
MK7141
MK7142
Create Web Content
Create Personalized Product RecommendationsM

Generate previously created list in order to execute a telesales campaign
MK7143
MK7144
Define Web Content Location
Create Web Placement
Create content to be placed on Web
Define the placement for the Web Content created
Create placement for the Web Content created
MK7012
MK0737
Execute Campaign
KPI Customer receives marketing contact either email, direct, telesales, clicks on banner add or goes to Web site
Concept to Profitability Registration to User Access Catalogue to Assembled Content Web Prospect to Shopping Cart
Assess Campaign results
Enterprise Roles
Marketing Manager
Web Store Administrator
Return
37
What does it cover?

Execute Web Marketing Campaigns Set up / personalize Postings and Rules Analyze results
Who is affected?
Marketing Manager Marketers IT Departments CEO/CIO Web Manager
Where is the ROI?
Modules Licensed
OMO, AOMO, Discoverer
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
Return
38
Execute Campaign to Email
Business Flow
MK7129
MK7130
MK7127
MK7131
Create Email Trigger

Set conditions for initiating the email campaign
Create Email Content and Define Preferences

Create email content and define preferences

Generate previously created list in order to execute a email campaign
Create and Execute Mail Merge

Create and Execute the mail merge to prepare emails for sending
MK7132
MK0737
MK7128
Send Email to Target List

KPI Execute email with offer URL or response instructions send to target list
Pass Responses For Lead Qualification

Pass responses for qualification to Lead to Opportunity process Assess Campaign results
YES
NO
Subsequent Campaign Trigger ? Enterprise Roles Marketing Manager Marketing Representative
Execute subsequent campaign based thresholds set by trigger then send email to target list
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Execute Campaign to Email
What does it cover?

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
Who is affected?
Where is the ROI?

Improve Campaign Efficiency / Marketing ROI Reduced cost per contact / cost to acquire Tight Budget Control Cost Efficient Channel Usage Improved customer retention
Modules Licensed
OM, AOM, Discoverer
Return
40
Outbound Call to Lead
Business Flow
MK5901
MK5902
MK5903
Insight to Campaign Plan Execute Campaign to Telesales
KPI
Create Marketing Suppression List
Define Marketing Validation Rules

Cleanse, complete and format all customer contact data to ensure required data is complete in a standard format.
Create Marketing Recycling Strategy

Create best business practices recycling strategy based on marketing and campaign objectives.
Create or associate an existing suppression list based on legal requirements and customer preferences.
MK5904
MK5905
SL5906
SL5907
Define Calling Calendars

Analyze target audience demographics and legal requirements to define outbound dialing calendars
Select Dialing Parameters

Define outbound dialing methods, calendars, rules, release strategy, recycling strategy for a campaign
Define Sales Interaction Codes

Select and associate outcome, result and reason codes for a campaign.
Assign Agents to Campaign

Assign telesales agents to a specific outbound campaign.
Inbound Call to Lead
Enterprise Roles
Call Center Administrator

Database Marketing Manager
Sales Manager
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Outbound Call to Lead
What does it cover?

Automated Scripts Response and Lead Management Predictive Dialling List Management Computer Telephony Integration Outbound Call Centre Management Reporting and Analysis
Who is affected?
Chief Sales Officer Telemarketing Manager Telesales Agent VP, Telemarketing VP, Interaction Center Director, Call Center Chief Information Officer Vice President, Marketing Call Center Administrator
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
Modules Licensed
Advanced Outbound Advanced Inbound OMO Telesales Scripting Discoverer
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Business Flow
SL7207
SL7160
SL7156
SL7138
Log into Interaction Center Systems

The process of logging into Telesales application and interaction center work queue.
Receive Inbound Call

The process of receiving an inbound sales call from a prospect.
Receive Screen Pop and Script

Process of receiving an automated screen pop and Telesales script from CTI.
Capture Contact Details

Process of gathering information about individuals and business before creating a lead.
SL7192
SL7158
MK7124
Contact Lead
Send Product Collateral

Process of sending product collateral and other sales information to prospect.
KPI
Lead to Opportunity Opportunity to Order
Process of generating and capturing a lead.
Process of enrolling qualified prospects in sales and marketing events.
Enterprise Roles
Telesales Agent
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43
What does it cover?

Capture contact details Automated scripts Capture / qualify leads Send lead sales collateral Response and lead Management
Who is affected?
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
Modules Licensed
OMO, MI, AOMO, Advanced Inbound, Advanced Outbound, Scripting
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44
Opportunity to Order
Business Flow
SL7025
SL7027
SL7028
Lead to Opportunity Inbound Call to Lead Shopping Cart to Contract KPI
Convert Opportunity To Quote
Manage Quote
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. KPI
Perform CrossSell UpSell
The process of converting an opportunity to a quote and to enter a Quote
The process of presenting product or service information to a customer during quote management to encourage the customer to buy additional offerings.
SL7147
SL0783
SL7030
Configure Solution
Present and Negotiate Quote

The process of determining pricing and discounting of products or services during the quote process.
Determine Order Details

The process of determining order options such as shipping, billing, scheduling, and payment options.
SL0769

The process of maintaining primary information about the customer.
Process of configuring products and services, based on preferences, for sales order.
SL7029
SL0788
Negotiate Service Agreement
KPI
Convert Quote to Order
Quote to Warranty / Extended Warranty Product TradeIn to Order Order to Cash Insight to Campaign Plan
Enterprise Roles Sales Representative Sales Manager Telesales Agent
Process of identifying and negotiating warranty and service agreements.
Process of converting a quote into a sales order.
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What does it cover?

Convert Opportunity to Quote Convert Quote to Order
Who is affected?
Sales Teams Sales Management
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
Modules Licensed
Sales Online
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46
Product TradeIn to Order
Business Flow
SL7160
SL7156
SL7025
Opportunity to Order Service Request to Entitlement
Receive Inbound Call

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

Convert Opportunity to Quote

KPI
Process of proposing a solution for opportunity. Prepare, present and enter quote.
SL7027
SL7028
SL0783
SL7147
SL7030
Manage Quote
KPI
Perform Cross Sell / Up Sell
KPI
Present and Negotiate Quote
Configure Solution

Process of determining shipping, billing, payment and scheduling options.
Process of developing and revising a quote. Check product or service availability.
Process of cross selling or up selling additional products and services.
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

Process of qualifying, requesting, and approving credit memos.

Process of creating and maintaining customer and account information.
Negotiate Service Agreement

Process of identifying and negotiating warranty and service agreements.

ConfiguretoOrder to Shipment Order to Drop Shipment AssembletoOrder Shipment EngineertoOrder Shipment PicktoOrder Shipment Customer Invoice to Cash Order to Buy Shipment Order to Shipment
Enterprise Roles
Telesales Agent Sales Manager
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Product TradeIn to Order
What does it cover?

Capture Contact and Opportunity Details Automated Scripts Opportunity Management Quoting Sales Orders Sales Credit Approval Computer Telephony Integration Maintain customer information
Who is affected?
Chief Sales Officer VP, Inside Sales Telesales Agent Sales Manager VP, Telemarketing VP, Interaction Center Director, Call Center Chief Information Officer Vice President, Marketing
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
Modules Licensed
Telesales Quoting Advanced Inbound Scripting
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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
SL7022 SL7023
Business Flow
SL7192 SL7168
Generate Automated Lead
Assign Lead
KPI Review and assign previously generated sales leads.
Contact Lead
Determine Product Interest

Present and determine the product with the Lead.
Use the Automated Lead Routing for all leads having enough info.
Capture Lead information as a result of Sales initiatives.
SL7171 SL0773 SL0776 SL7170
SL7173
KPI
Qualify and Score Lead
Convert Lead To Opportunity

Verify that the lead has emerged as a real opportunity, and that the opportunity should be pursued.
Assign Opportunity
YES Partner Channel ? NO
Assign Opportunity to Partner

Assign a Partner to an opportunity that has been listed in the Partner Channel.
Monitor Partner Opportunity KPI Management

Check all the opportunity information collected and sent by the Sales Org and manage the opportunity.
Qualify leads based on the criteria set for an "opportunity" that the company may invest in.
Assign an opportunity to one of the potential actor and/or channel.
MK7124
MK7158
KPI
Send Product Collateral

Sending product collateral and other sales information.
Capture attendees for the event. Register Lead for Event.
SL7172
Manage Opportunity
KPI
Opportunity to Order Opportunity to Forecast to Management Rollup Outside Roles Partner Sales Representative Sales Manager Enterprise Roles Alliances Manager Telesales Agent System Automated
The process of contacting, updating all the opportunity information collected after this Sales contact
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Lead to Opportunity
What does it cover?

Sales Rep is Informed about New Lead Qualification of Prospect/Lead Convert Lead to Opportunity Manage Opportunity
Who is affected?
Sales Teams Sales Management Alliances Team Marketing
Where is the ROI?

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
Modules Licensed
Sales Online
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Business Flow
SL7174
SL7175
SL7176
SL7177
Lead to Opportunity KPI
Review Pipeline
KPI
Generate Baseline Forecast
Maintain Forecast
Submit Forecast
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

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

The process of modifying and generating the final Aggregate Forecast, Opportunity Forecast, and Product Family Forecast
Accept Forecast
Rollup Forecast
Submit 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
Sales Representative Sales Manager
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Opportunity to Forecast to Management Rollup Business Flow Value Statement
What does it cover?

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
Who is affected?
Sales Force Sales Management
Where is the ROI?

Increase customer facing sales time, revenue contribution reducing forecast effort dramatically forecast transparency and accuracy through online drilldown and rollup
Modules Licensed
Sales On Line
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Business Flow
SL7194
SL7195
SL7196
SL7197
Analyze Sales Force Performance

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

The process of creating the compensation plan rules based on the previous analysis
Set Sales Quotas

The process of setting up the Sales Quota ruling the Comp plan
Accept Quotas
M
This process of validating the Compensation plan and the Sales Quota(s)
SL7198
SL7199
SL7200
SL7201
Assign Quota(s) to Sales Force

This process of assigning the approved Quota to the Sales force
KPI
Manage Total Compensation Plan
Accept Compensation Plan

This process of validating and accepting the compensation plan
Activate Accepted Plan

This process of activating the total compensation plan The Pay Roll Clerk will do a similar procedure at his stage
This process of determining and revising the total compensation plan
Enterprise Roles Planning Compensation to Commission Sales Manager
VP of Sales Sales Representative
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53
What does it cover?

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
Who is affected?
Sales Management Sales Force Executive and C level
Where is the ROI?

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
Modules Licensed
Incentive Compensation
Return
54
Business Flow
Customer Invoice to Cash Sales Force Planning
SL0767
SL0768
SL7202
SL0789
Manage Incentive Compensation Plans

The process of managing incentive compensation plans.
Evaluate Incentive Compensation Plans

KPI The process of evaluating the incentive compensation plan to determine if results warrant the continuation of plan measurement approaches.
Validate Compensation Payout

This process of validating the actual compensation payout to the Sales force
Calculate Commission
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
Compensation Analyst
Return
55
What does it cover?

Manage Compensation Plans Approval Compensation Plans looking at the potential payments Calculate Commissions
Who is affected?
Sales Teams Sales Management Financial Administration Executive and C level
Where is the ROI?

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
Modules Licensed
Incentive Compensation
Return
56

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
SL7207 CS7036
Business Flow
SL7156
Log into Interaction Center Systems

The process of logging into Teleservice application and interaction center work queue.
KPI
Receive Service Contact

Receive inbound customer call Log into application, check work queue Receive inbound call or customer service request Receive an automated screen pop via CTI
CS7037
CS7041
yes Transfer Ownership?
CS1411
KPI
Validate Customer Records
Review Install Base

Review Installed Base for customers product information Verify Product Order (if subject of Billing Inquiry)
Maintain Customer KPI Installed Base

Transfer Installed Base ownership
Gather information about individual or business Verify that information is current
no
CS7042
CS7039
Verify Entitlement
Review customer warranty information Determine the level and type of service available to the customer
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
What does it cover?

Inbound call center business process integrated out of the box Track service requests Verify service entitlement
Who is affected?
Customer Customer Service
Where is the ROI?

Reduce cost of service by increasing customer service productivity Eliminate revenue leakage from providing enentitled service
Modules Licensed
Teleservice Advanced Inbound (Option)
Return
58

Business Flow
CS7040
yes Identify Solution?
CS7035
KPI
Identify Potential Solution
Maintain Knowledge KPI Repository

Update Knowledge Base with information on the successful solution
CS7043
CS7047
no
Create Charge Order

Process Charges for Service (if no entitlement) Apply charges
KPI
Escalate Service Request
Escalate an open service request to a supervisor or a solution expert.
CS7044
KPI
OF1079
Resolve Service Request
Issue Returned Material Authorization

issue an RMA to authorize a customer request to return a product
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
Service Request to Exchange
Enterprise Roles Customer Service Representative Customer Service Manager
Return
59
What does it cover?

Service request interaction history Service request knowledge management Track problem resolution and escalate problems Initiate Return Material Authorizations Process charges for service
Who is affected?
Customer Customer Service Technical Service Consumer Complaints
Where is the ROI?

Increase customer retention Reduce cost of service by increasing customer service productivity Improve customer satisfaction Increase revenue from service
Modules Licensed
Teleservice Advanced Inbound (Option)
Return
60
Service Request to Contract
Business Flow
SL0790
SL7028
SL7025
SL0788
M KPI Manual process: Compute pricing and discounting of products or services Present offering to customer Negotiate pricing, support level, etc.
Negotiate Pricing, Discounts . & Terms
KPI
Perform Cross-Sell Up-Sell
KPI
Convert Opportunity To Quote
Convert Quote To Order

Create a sales order from a quote
Check Related Items Identify Opportunities from Previous Order Preferences or customer request
Enter a quote for product or service
Enterprise Roles Customer Service Representative
Return
61
Service Request to Contract
What does it cover?

Creating a quote Generating an order from the quote Identifying an opportunity for cross selling based on customers order history
Who is affected?
Customer Service Reps Sales
Where is the ROI?

Increased revenue from crossselling at the point of service Decrease the cost of sales
Modules Licensed
Service Contracts
Return
62
Business Flow
SL1432
SL7166
SL0793
SL7032
Enter Sales Contracts

Create Contract from Existing Contract, Template, or Quote Add Contract Parties
Review Contract For QA Compliance

Define quality guidelines for Contract QA Run QA check for every contract
Approve Contract
Sign Contract
Manage approvals from company signatories
Complete contract terms & conditions Communicate contract terms & service level objectives.
Enterprise Roles Contract Agent Contract Manager
Return
63
What does it cover?

Author Contracts using copy, versions, or templates Contract versioning and change control Contract Quality Assurance checking Workflow approvals
Who is affected?
Contracts Managers Sales Teams Admin Teams
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)
Modules Licensed
Sales Contracts
Return
64
Author to Sign Service Contract
Business Flow
SL7031
CS0827
OF1037
SL7166
Enter Service Contracts

Create Contract from Existing Contract, Template, or Quote Add Contract Parties etc
Define Contract Renewal Triggers

KPI Define Renewal Rules RePricing Rules Billing Rules
Apply Customer Receipts - Credit Card

Enter Credit Information

SL0793
SL7032
Approve Contract
Sign Contract
Enterprise Roles
Contract Agent Contract Manager
Return
65
Author to Sign Service Contract
What does it cover?

Author service contracts /warranties Contract versioning and change control Business rules for billing, payments terms, etc. Contract Quality Assurance checking Workflow approvals
Who is affected?
Customer Contract Manager Customer Service Manager
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
Modules Licensed
Service Contracts
Return
66
Change or Terminate Contract
Business Flow
Author to Sign Contract Author to Sign Service Contract yes Contract Change (vs. Terminate)?
SL0794 SL7166 CS7060
Maintain Contract
submit Change Request Obtain Approval Create Contract Version

Manage Contract Changes

Update the contract with any product changes, service level agreements, and new effective/expiration dates
no
C o n t r a c t
C h a n g e
SL7033
CS0828
Terminate Contract
KPI Record Termination Reason Communicate contract terms & service level objectives
Notify Parties of Customer Change

Notify sales reps and others of important change in customer status or disposition
Enterprise Roles Contract Agent
Return
67
Change or Terminate Contract
What does it cover?

Automates Contract termination process Complete contracts change process Version Management Automated notification to Sales rep Approval Management via workflow Automatic quality assurance check
Who is affected?
Contracts Managers Contracts Administrators Sales Teams
Where is the ROI?

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
Modules Licensed
Sales Contracts Service Contracts
Return
68
Expiring Contract to Renewal
Business Flow
CS0827
CS7059
CS0828
CS7060
Define Contract Renewal Triggers

KPI Define Renewal Rules, Re Pricing Rules, Billing Rules Select Contracts Execute Renewal Rules AutoNotify Sales Rep
Manual Renewal?
YES
Identify Contracts KPI For Renewal

Determine which contracts are expiring and are eligible for renewal
Notify Parties of Customer Change KPI

Contact the customer regarding the renewal of the service contract and discuss the contract details.
Manage Contract Changes

Update the contract with any product changes, service level agreements, and new effective/expiration dates
NO
SL7166
CS7061
SL7032
Review Contract for QA Compliance

Approve Contract Renewal
Sign Contract
CS7062
Renew Contract
KPI 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
What does it cover?

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
Who is affected?
Sales Teams Contracts Managers Admin Teams
Where is the ROI?

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
Modules Licensed
Sales Contracts Service Contracts
Return
70
Quote to Warranty / Extended Warranty
Business Flow
Opportunity to Order Service Request to Contract
CS0842
SL0790
SL7025
SL7030
Determine Service Interest

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
Convert Opportunity to Quote KPI

Enter Quote Capture customer details View Standard Warranty for Item Add Extended Warranty to Quote

Determine Billing Options Determine Payment Options
SL0788
SL1433
CS1411
CS7042

Capture customer data Create sales order Book Order
Create Extended Warranty

Generate an Extended Warranty

Update Installed Base
Verify Entitlement
View Contract entitlement to confirm that it is correct
Enterprise Roles Contract Agent
System Automated
Return
71
Quote to Warranty/Extended Warranty
What does it cover?

Create quotes Convert quotes to orders Generate extended warranties Workflow approvals
Who is affected?
Contract Admin Contract Manager Service Manager
Where is the ROI?

Increase revenue and profits from customer service by selling extended warranties at the point of service
Modules Licensed
Service Contracts Quoting
Return
72
Business Flow
CM7302
Register and Manage Company Profile

The process of a company representative entering new company registration information on the site.
YES Account Access Restricted? NO
CM7304
CM7305
CM7306
Approve Company Registration

Approve or Reject Company Registration
Register Users For Company Account

The process of providing access to users and groups of users
Manage User Access / Security

The process of providing access to users and groups of users
CM7301
Register and Manage User Profile

The process of a new customer entering the necessary information to register on the site.
Enterprise Roles Operations Manager
Outside Roles Customer
Return
73
What does it cover?

Simplified user registration & management process Lower sales costs, increased revenues Enables effective B2B and B2C selling through comprehensive account models Global reach (multilingual, multi currency, multiorg) Capture customer preferences
Who is affected?
Customer Prospect Merchant
Where is the ROI?

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
Modules Licensed
iStore
Return
74
Business Flow
SL7360
SL7188
Develop Buyer Specific Company Catalog Price Lists

Create company price lists for individual buyers for pre negotiated buying
Setup Targeted Store/ Site Defaults

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.
CM7311
Validate / Approve Content

The process of validating and approving content to be placed on the website or web store.
CM7312
Content Approved to Publish NO
YES
CM7314
CM7315
CM7316
Load Content
Assemble Content for Publication

The process of bringing content together in the web page layouts/ templates for publishing
QA Assembled Content
The process of reviewing, revising and approving assembly of content
CM7313
Review Content Edits

The process of reviewing the edits made by editorial, and either approving them or making further edits.
Edit Content
The process of loading content, electronic tagging validation, theme generation and associating to other like content items.
The process of editing content and sending it back to the content author.
Enterprise Roles
IT Developer Marketing Manager
Return
75
What does it cover?

Manage content creation and loading processes Target storefront offerings to user preferences Provide customerspecific pricing Support corporate branding objectives through an integrated approach
Who is affected?
Customer Prospect
Where is the ROI?

Increased sales & incremental revenue Improve brand loyalty and customer retention Faster time to market with customized storefront/targeted product offering
Modules Licensed
iStore
Return
76
Business Flow
CM7326
MK7120
SL7361
SL7362
Personalize Information Management

The process of determining relevant content to be personalized to the group or user. Will use data mining techniques
Specify Cross Sell & Up Sell Products

The process of defining the business rules for up sell and cross sell products that may be promoted with offer
Manage Item Cross References

The process of entering and maintaining Item Cross References for promotions, recommendations, and personalization.
Configure Collaborative ATP Item Settings

Configure the settings which provide for ATP inventory checks.
CM7317
CM7318
CM7319
CM7320
Load to Live Electronic Host

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

The process of managing when, where, and how the content will go live on the web site or web store.
Publish Content
Test Production & Release

The process of testing that the content was delivered properly to the live web site or web store.
The process of pushing final content to the live web site or web store.
Revisions Needed? YES
NO Web Prospect to Shopping Cart
Enterprise Roles
Return
77
What does it cover?

Accurately apply discounts and pricing Deliver personalised content, offers and product recommendations (upsells and crosssells) Manage web content through its lifecycle
Who is affected?
Customer Prospect Merchant
Where is the ROI?

Decrease sales cycle cost and time Increase order accuracy to 99% or better Increase sales & incremental revenue Increased customer satisfaction Faster time to market
Modules Licensed
Marketing Online iStore
Return
78

Execute Campaign to Web Registration to User Access Personalization to Content Deployment
Business Flow
CM7075
CM7074
Initiate Purchase
Browse Store
Complex Yes Product Purchase
OF0052
OF0074
Specify and Configure Order

The process of specifying and configuring an order
Validate Configured Order

The process of reviewing order specification/configura tion to validate compliance with standard parameters.
Customer enters web store to browse for and/or purchase products or services.
Customer browses store categories, products, performs searches, etc.
No
CM7077
SL7363
SL7364
Express Checkout ?
No
Create Cart
Inventory Status Required No
Yes
Submit ATP Request

Customer places a request on the website to find out current product availability status.
View ATP Result

Customer reviews results of product availability inquiry and decides to buy/not buy the product.
Yes
Customer Enters Orders in webstore, including selection of products, quantities, and shipping information.
CM7083
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
Return
79
What does it cover?

Search/view/select products and assemble shopping carts Configure complex products Obtain inventory status Save/share carts, create shopping lists Guided selling/buying
Who is affected?
Customer Prospect
Where is the ROI?

Decrease sales cycle cost and time Increase order accuracy to 99% or better Increase revenue Better visibility into customer demand & product supply
Modules Licensed
iStore Configurator Inventory/Order Management
Return
80

Business Flow
SL7365
SL7148
CM7090
View/Receive Discounts & Promotions

Customer views discounts & promotions on appropriate items in cart.
Initiate Checkout
Customer Needs Assistance No
Yes
Request Web Callback
The process of the customer initiating checkout, entering password, financial information and shipping information
Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.
Customer Accepts Pricing & Contract terms
SL0790
No
Negotiate Pricing, Discounts &Terms
SL0794
Maintain Contract
M 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.
Yes
The process of determining pricing and discounting of products or services during the quote process.
SL0793
Approve Contract
Customer reviews contract terms and approves.
Enterprise Roles Contract Manager
Return
81
What does it cover?

Assemble and manage shopping carts Provide presales/transactional support Support B2B & B2C shopping models Customers place purchase based on contractual terms, conditions, and pricing
Who is affected?
Customer Prospect Contract Manager Sales Representative
Where is the ROI?

Decrease sales cycle cost and time Increase order accuracy to 99% or better Serve broad range of customers Reduce shopping cart abandonment
Modules Licensed
iStore Contracts (Core, Sales) Interaction Center Technologies
Return
82

Shopping Cart to Contract Web Prospect to Shopping Cart Yes
CM7078
Business Flow
Automated Payment to Funds Clearing
Place Web Order

Customer places order through web store application. No
Credit Card Payment ?
PicktoOrder to Shipment Order to Drop Shipment ConfiguretoOrder to Ship
CM7086
Yes Cancel Order ? Assistance Needed?
View Order Status & Details

Customer logs in to view order status and details of products/order.
Yes
CM7090
Request Web CallBack

Customer initiates request for assistance from a live customer service rep.
No
Outside Roles Customer Roles
Return
83
What does it cover?

Capture orders & payments Provide options for aftersales support Submit and process orders (inventory, manufacturing) Provide intelligence to Marketing dept.
Who is affected?
Customer Prospect Support Agent
Where is the ROI?

Increase order accuracy to 99% or better Increase customer satisfaction Reduce customer support costs Improve Marketing, Sales & Manufacturings visibility into customer demand
Modules Licensed
iStore Interaction Center Technologies
Return
84
Business Flow
CM7183
CM7184
CM7185
Authorize Credit Card Payment

Process the card to reserve the required amount of cash for the payment.
Verify Credit Risk

Verify the risk of processing the transaction (using industry metrics & data compared to the customers credit history)
Clear Credit Card Payment

Capture the cash from the credit card company via electronic transfer.
Enterprise Roles
Outside Vendor
Return
85
What does it cover?

Automated payment processing and creditbased cash collection Credit risk management
Who is affected?
Customer Prospect Merchant Finance Manufacturing
Where is the ROI?

Automated payment processing Reduced credit risk/reduced baddebt writeoffs Decrease time to collect payments
Modules Licensed
iPayment
Return
86
Business Flow
CM7351
Analyze Content Clicks

The process of analyzing the click stream data from electronic distribution channels.
Insight to Campaign Plan Analytics to Insight
CM7380
Analyze Customer Intelligence

Produce intelligence reports, view revenue trends, site/order statistics, and more.
Enterprise Roles VP of Marketing VP of Sales
Return
87
What does it cover?

Analyze shopping cart abandonment Analyze customer transactions Obtain crosschannel/comprehensive customer view Improve customer service Improve & target product offerings
Who is affected?
Marketing, Sales, Operations, IT/Web Development
Where is the ROI?

Decrease sales cycle cost and time Increase sales transactions & revenue improve customer satisfaction & retention Gain a comprehensive customer view
Modules Licensed
iStore ClickStream Intelligence Customer Intelligence Discoverer Sales Intelligence Marketing Intelligence
Return
88

CS7040 CS7053 OF1079
Business Flow
CS0023 MM1138
Web Service Request to Escalation Service Request to Entitlement

KPI
Enter Repair Order Identify the type of repair for the broken product: Repair/Return, Loaner Determine the repair procedure to be used Estimate promise date.
Issue Returned Material Authorization Estimate charges Issue an RMA to authorize a customer request to return a product Create RMA number
Obtain Customer Approval Manual process
Receive Material - Customer Receive broken product
Search Knowledge Base ID repair solution and estimates
MM1188
CS0023
MM1090
MM1149
CS1411
CS7052
Inspect Received Material Tear-down and inspect Update charges estimate Update promise date
Obtain Customer Approval Notify customer of change in estimate Manual process
Pick Material Locate Loaner item in stock Pick item Create pick list
Ship Material Package Loaner item Confirm shipment Generate Packing Slips Ship item
KPI Update Installed Base
Maintain Customer Installed Base
Manage Repair WIP Jobs Schedule WIP Job Schedule Equipment, Personnel, Material Assign Resources Update Estimate
CS7054
CS7047
CS7056
CM7092
MM1149
No Loaner Provided?
Repair Product Manual process
Create Charge Order Record actual Charges for Repairs Prepare Sales Order for repaired product
Close Repair Order Complete and close repair order
Contribute to Knowledge Repository Update Knowledge Base
Ship Material Package repaired item Confirm shipment Generate Packing Slips Ship item
Yes
MM1138
CS1411
CS7044
Receive Material - Customer Receive Loaner product Inspect product
Maintain Customer Installed Base Update Installed Base

KPI
Enterprise Roles Customer Service Rep Service Center Technician Shipping Clerk
Complete and close the service request
Return
89
What does it cover?

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
Who is affected?
Depot Manager Depot Repair Technicians Customer Service Reps Customer
Charges
Where is the ROI?

Reduced cost of service Increase depot repair productivity Reduce time to repair Reduce rework Increase Customer Satisfaction
Modules Licensed
Teleservice Depot Repair
Return
90
Registration to User Access (Self Support)
Business Flow
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. Account Access Restricted? NO
B2C Customers o r Employees
CM7303
YES
Approve User Registration

Approve or Reject User Registration
CM7304 CM7302
CM7305
CM7306
B2B Customers
Register and Manage Company Profile
B2B Customers
Approve Company Registration

Approve or Reject Company Registration
Register Users For Company Account

The process of providing access to secondary users and groups of users through the companys account.
Manage User Access / Security

The process of providing access to users and groups of users based on security levels.
The process of a company representative entering new company registration information on the site.
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
Outside Roles
Customer
Return
91
Registration to User Access (Self Support)
What does it cover?

Simplified user registration & management process Lower support costs, increased satisfaction Enables effective B2B and B2C support through comprehensive account models Global reach (multilingual, multiorg) Capture enduser preferences
Who is affected?
Customer Support organization
Where is the ROI?

Decreased time required to resolve issues Reduced user administration overhead
Modules Licensed
iSupport
Return
92

CM7310 CM7311
Business Flow
Create Content Validate / Approve Content
Validate and approve content to be placed on the website. Content Approved to Publish NO YES
CM7314
Load Content
Create the content to be loaded to the website or web store.
CM7312
CM7313
Review Content Edits

Review edits and approve them or make further edits.
Edit 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

Bring content together in the web page layouts/ templates for publishing
QA Assembled Content
Reviewing, revising and approving assembled content.
Load to Live Electronic Host

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

Managing when, where, and how the content will go live on the web site or web store.
Publish Content
Push final content to the live web site or web store.
CM7320
Test Production & Release

Test that the content was delivered properly to the live web site or web store.
Enterprise Roles Content Developer Customer Service Representative IT Developer Marketing Manager
Return
93
What does it cover?

Manage content creation, loading, and publishing processes Target support information to customer preferences/requirements
Who is affected?
Customer Marketing, Service Mgrs. Content developers, IT
Where is the ROI?

Increased customer satisfaction through highly relevant content Reduce support times & costs Improve customer retention & satisfaction Shorter times for delivering vital support information
Modules Licensed
i support
Return
94
Business Flow
CM7321
CM7322
Create Knowledge
Validate / Approve Knowledge

The process of validating and approving knowledge for inclusion in the knowledgebase.
CM7324
Knowledge Approved to Publish

NO
YES
CM7323
Publish Knowledge
The process of creating the knowledge content to be loaded to the knowledgebase for enduser access.
CM7325
Review Knowledge Edits

The process of reviewing the edits made by editorial, and approving them or making further edits.
Edit Knowledge
The process of loading knowledge into the knowledgebase and making it available to endusers.
The process of editing knowledge and sending it back to the author.
Enterprise Roles
Customer Service Representative

Content Developer Marketing Manager
Return
95
What does it cover?

Manage knowledge creation, loading, and publishing processes Target support information to customer preferences/requirements
Who is affected?
Customer Service Mgrs. Content/Knowledge Developers, IT
Where is the ROI?

Increased customer satisfaction through highly relevant knowledge Reduce support times & costs Improve customer retention & satisfaction
Modules Licensed
i support
Return
96
Maintain Account to Personalize Homepage
Business Flow
SL0769
CM7326
Registration to User Access (Self-support)

Personalize Information Management

Customer selects items to be displayed on personal homepage on login. This may include alerts/notifications, locations of content, etc. Views resultant homepage & content.
Customer No Needs to Resolve an Issue Yes
Customer Feedback To Intelligence
Install Base Update to Product Return Forum Posting to Response Knowledgebase Search to Result Web Service Request to Escalation Email Inquiry to Response
Return
97
Maintain Account to Personalize Homepage
What does it cover?

Updating & maintaining customer information Capture customer preferences
Who is affected?
Customer Service Mgrs. Content/Knowledge Developers, IT
Where is the ROI?

Increased customer satisfaction through highly relevant knowledge Reduce support times & costs Improve customer retention & satisfaction
Modules Licensed
i support
Return
98
Business Flow
Maintain Account to Personalize Homepage Web Service Request to Escalation Registration to User Access (Selfsupport)
CM7063
CS7040
Initiate Selfsupport
KPI
Identify Potential Solutions

The process of querying the knowledge repository to research similar problems and potential solutions.
Acceptable Answer Retrieved
Yes
Customer enters self service web site to browse through issues/solutions, participate in forums, create service request,, etc. May include customer login.
No
Yes Customer Wants Live Assistance? No
CM7090
Web Service Request to Escalation Forum Posting to Response Email Inquiry to Response Install Base Update to Product Return
Return
99
What does it cover?

Search for solutions through knowledgebase and across website
Who is affected?
Customer Service Mgrs.
Where is the ROI?

Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels
Modules Licensed
i support
Return
100
Business Flow
Maintain Account to Personalize Homepage Knowledgebase Search to Result Registration to User Access (Self-support) Forum Posting to Response Email Inquiry to Response
CM7063
CM7067
CM7068
Initiate Selfsupport
View Install Base
Verify Entitlement
Customer verifies the level and type of service he can expect to receive.
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.
CM7065
CM7090
No
Create Service Request

The process of the enduser creating the service request, including entering contact information, product information, and problem information.
Yes
CM7069
Service Request to Entitlement Service Request to Dispatch Service Request to Depot Repair
CM7091
Cancel or Close Service Request

Close it with no further action required
Escalate Service Request

Escalate an open service request to a supervisor or a solutions expert (if urgent or not satisfied w/ self support.
Customer Feedback To Intelligence
Return
101
What does it cover?

Provide options for selfsupport Search knowledge base Capture support issue Provide opportunities for customer to switch to more convenient contact channel
Who is affected?
Forward service request to company agent for follow up and resolution
Where is the ROI?

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
Modules Licensed
iSupport Interaction Center Technologies TeleService
Return
102
Business Flow
Registration to User Access Maintain Account to Personalize Homepage Knowledgebase Search to Result
CM7330
CM7331
CM7332
CM7333
Setup User Forums

Company sets up user forums including defining categories, setting access levels, and posting seed threads.
Browse Forum Content

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

Customer creates new forum area or discussion category for purposes of starting new discussion.
Create New Forum Posting

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

CM7334 CM7331
Respond to Forum Posting

Company representative or third party responds to posting.
Browse Forum Content

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

CM7090
No

Yes Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.
Customer Wants Live Assistance? No
Outside Roles
Customer
Email Inquiry to Response Web Service Request to Escalation Install Base Update to Product Return
Return
103
What does it cover?

Forum setup processes Obtain support via threaded discussion forums (peertopeer support) Search across forum content Provide opportunities for customer to switch to more convenient contact channel
Who is affected?
Where is the ROI?

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
Modules Licensed
Return
104
Business Flow
CM7336
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.
Return
105
What does it cover?

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.
Who is affected?
Customer Service Mgrs. Knowledge Mgrs.
Where is the ROI?

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 SRs
Modules Licensed
i support
Return
106
Business Flow
CS1411
CM7068
Registration to User Access (Self-support) Knowledgebase Search to Result Maintain Account to Personalize Homepage

Maintain information about the Customer: product information, order information, service agreements, warranties, etc.
Issue w/ Product?
Yes
Verify Entitlement
Customer verifies the level and type of service he can expect to receive.
Entitled to Return product?
Yes
No
No
CM7073
Yes Inspect to Disposition Customer Return to Credit Customer needs to follow up on return No Customer Wants Live Assistance? No
Yes
CM7090
Create RMA and Return Merchandise

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

CS1411
KPI

Email Inquiry to Response
Maintain information about the Customer: product information, order information, service agreements, warranties, etc.
Return
107
What does it cover?

Viewing/verifying/updating install base information Verifying entitlement to support Create Return Material Authorization (RMA)
Who is affected?
Where is the ROI?

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 & uptodate install base information
Modules Licensed
Return
108
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.
Issue resolved via email?
Yes Customer Feedback to Intelligence
Return
109
What does it cover?

Viewing/verifying/updating install base information Verifying entitlement to support Create Return Material Authorization (RMA)
Who is affected?
Where is the ROI?

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 & uptodate install base info
Modules Licensed
iSupport Interaction Center Technologies TeleService eMail Center
Return
110
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

The process of analyzing the customers feedback gathered via a web survey or other contact channels.
CM7097
Customer Provides Feedback

Customer provides feedback via web survey form and receives auto response.
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
Marketing Manager Customer Service Manager
Return
111
What does it cover?

Capture customer feedback via surveys and other mechanisms Analyze feedback Analyze website usage patterns
Who is affected?
Customer Marketing Service
Where is the ROI?

Gain comprehensive view of customer Reduce support times & costs Improve customer retention & satisfaction Reduced load on other contact channels
Modules Licensed
iSupport Interaction Center Technologies TeleService Scripting w/ iSurvey
Return
112
Configure Quote to Order

SL0040 SL7147 SL7028
Business Flow
Yes Channel used is the Web? No Web Prospect to Shopping Cart
Opportunity to Order Web Prospect to Shopping Cart
Map Solution To Customer Needs

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.
Configure Solution
KPI
Perform Cross-Sell & Up-Sell
The process of configuring the solution, spanning multiple complex products & services. Guided Selling process steers the configuration to an optimal solution.
The process of crossselling and up-selling targeted, value added products and services. (Configuring recommended options for Customer)
PF2036
SL0044
SL0045
SL0783
OF1056
SL0047
Check ATP
Price Quote
Manage Quote Approval

KPI
Present & Negotiate Quote

The process of presenting and negotiating the quote with the customer, including proposed solution, pricing & discounting.
Perform Customer Credit Check

The process of performing credit check to calculate, evaluate and mitigate associated risk.
Create Proposal
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
The process of managing internal quote approval, including approval criteria, validation, escalation, notification & approval.
The process of creating the proposal.
SL7030
SL0769
SL0788
Author to Sign Sales Contract Change or Terminate Contract

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


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 Customer Sales Manager Sales Representative
Return
113
Configure Quote to Order
What does it cover?

Configure complex products & options Price and discount the configured solution Obtain the required approvals Create a price quote/proposal Convert Quote to Order
Who is affected?
Sales Teams Sales Management End Customer Sales support Contract Administration E-Commerce/E-Business initiative management
Where is the ROI?

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
Modules Licensed
Configurator Advanced Pricing Quoting (HTML) Sales Contracts
Return
114
Service Request to Intelligence
Business Flow
CS1415
CS0834
CS7164
Define Service Performance Measurements

Define the quantitative measurements for service performance and calculate metrics
Analyze Customer Feedback Data

Analyze customer's service requests and the feedback given before, during and after the fulfillment of the request.
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
Return
115
Service Request to Intelligence
What does it cover?

Service business intelligence for continuous improvement
Who is affected?
Management
Where is the ROI?

Increase customer retention Reduce cost of service by increasing customer service productivity Improve customer satisfaction Increase revenue from service
Modules Licensed
Teleservice (with Service Intelligence)
Return
116
Business Flow
CS1411
CS7053
OF1079
Yes Advance Exchange? No
Enter Repair Order
Issue Returned Material Authorization
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
MM1149
CS1411
Receive Material - Customer

Receive exchanged product Tear-down and inspect
Customer Return to Credit Inspect to Disposition
Pick Material
Locate exchange item in stock Pick item Create Pick List
Ship Material
KPI
Package material to ship Confirm shipment Generate Packing Slips Ship or move part
Yes Advance Exchange? No
MM1138
CS7044
Receive Material - Customer

Receive exchanged product Tear-down and inspect
Customer Return to Credit Inspect to Disposition

KPI
Close the service request Enterprise Roles Customer Service Rep
Shipping Clerk
Return
117
What does it cover?

Repair Orders Product inspections Process Return Material Authorizations Manage exchanges and credits Shipping Process
Who is affected?
Customer Service Reps Depot Repair Technicians Depot or Warehouse Manager Accounting/Receivables Customer
Where is the ROI?

Reduced Depot Costs Reduce time to exchange Increase returns productivity Increase Customer Satisfaction
Modules Licensed
Teleservice Depot Repair
Return
118
Business Flow
CS7049
CS7050
MM1090
MM1149
CS7051
KPI
Manage Parts Inventory
Enter Parts Order

Place order for spare parts to replenish the field service personnel subinventories Parts ordered automatically if count falls below minmax level
Pick Material
Print parts order determine how to group released lines onto pick slips Assign license plates, labels, etc. Pick Material
Ship Material
Ship part including generation of packing slips, Bills of Lading, Manifests, and Advanced Shipping Notices
Receive Spare Parts

Receive the ordered parts from warehouse into sub inventory
Check usage history data Plan minmax parts levels Analyze minmax reports (parts required?)
Enterprise Roles Inventory Planning Manager Shipping Clerk
Field Engineer
Return
119
What does it cover?

Control of Spares Stock Levels Automatic Replenishment Manual Replenishment Shipping
Who is affected?
Field Service Technicians Customer Service Parts Inventory Manager Service Manager
Where is the ROI?

More accurate stock levels Improved Customer Satisfaction Reduce costs of inventory More inventory turns Reduce Field Service costs due to fewer Field Service visits
Modules Licensed
Field Service
Return
120
Business Flow
CS7040
CS0801
CS0803
Service Request to entitlement Web Service Request to Escalation

KPI
Manage Service Requests

Set priorities Assign to field service personnel Provide service collateral
Manage Service Schedules

Plan field service resources, schedules, and skills based on the open service requests and their related priorities.
Search Knowledge Base ID Solution Compose solution Define task for engineer
CS7046
CS7045
CS7048
Perform Debrief
Perform Field Visit

Perform service calls at customer site Repair item, perform maintenance, take counter reading or resolve issue
Identify Parts Requirements

Determine parts needed by field service engineers to perform onsite repairs
Create debrief after service call Close any open tasks Calculate any costs from performing the resolution Create new service request if needed.
CS7044
CS1411
CS7047
KPI

Create Charge Order

Process Charges for Service (if no entitlement)
Customer Invoice to Cash Service Request to Parts Replenishment Dispatch to Technician Move Order
Close the service request
Enterprise Roles
Customer Service Representative Field Service Dispatcher Field Engineer
Return
121
What does it cover?

Call center and selfservice 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
Who is affected?
Field Service Customer Service Reps Spare parts inventory Mgr Contract Manager Customer
Process charges for service

Planning Field Visit Wireless debriefing of visit Management of customers installed base
Where is the ROI?

Reduced cost of service Increase field service productivity Shorter time to repair Reduce rework Increase Customer Satisfaction Increase Field Service employee satisfaction (reduce attrition rate)
Modules Licensed
Teleservice iSupport Advanced Inbound (Option) Field Service Field Service: Wireless for Service Field Service: Advanced Scheduler
Return
122
Business Flow
PR0131
PR0135
PR0152
PR0139
KPI
Analyze Sourcing Requirements
KPI
Negotiate and Select Suppliers
Provide Specifications and RFQ

The process of providing specifications and requests for quotation to a supplier.
KPI
Manage Supplier Pricing
Identify strategic sourcing opportunities. Collect aggregate demand for specific sourcing requirements.
Select Suppliers to fulfill sourcing requirements.
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
PR0132
PR0136
PR0133
KPI
Evaluate and Award Negotiations
KPI
Develop Legal Terms & Conditions
Maintain Negotiated Supplier Contract/Agreement

Add, Modify or renew negotiated agreements as necessary. Agreements can be purchase orders, requisitions, blankets or contracts.
Requisition to Receipt Indirect Requisition to Receipt Direct
Collect and evaluate Responses to award the contract or agreement.
Develop business agreement between enterprise and Suppliers.
Enterprise Roles Purchasing Manager
Outside Roles Supplier
Buyer
Return
123
What does it cover?

Complete sourcing business process Integrated spend, supplier performance, and productivity analysis Support all negotiation types with robust buyer and supplier tools Multiattribute bidding and analysis
Who is affected?
Suppliers Buyers Planners Engineers Purchasing Managers
Where is the ROI?

Increased number of sourced items and use of contracts and agreements Reduced unit price Decrased sourcing cycles Reduced time to market
Modules Licensed
Sourcing Purchasing Purchasing Intelligence iSupplier Portal Exchange Marketplace
Return
124
Business Flow
PR1180
PR0128
PR1182
Contract Required ?
YES Analyze to Agreement KPI
Manage Requisitions
Create a requisition defining the non production, service, administrative, items needed. Requisition may be for Fixed Assets or non catalog items or one time purchases.
Authorize Requisitions
Approvals can be controlled using amount or account code.
Issue a Purchase Order

PO can be automatically created from Requisition. PO can be created manually.
NO
PR0129
PR0153
PR1935
KPI
Authorize Purchase Orders
Distribute Issued Purchase Orders

Distribute Purchase Order to Supplier. Distribution is done via email, fax, mail or other electronic or manual means.
Receive Non Production Goods & Services

KPI
The nonproduction goods arrive at the requisitioner/receivers desk.
Goods Accepted?
YES
Approvals can be controlled using amount or account code.
NO
Supplier Return to Debit Supplier Return to Replacement
Enterprise Roles Department Manager Requester Buyer Purchasing Manager
Return
125
What does it cover?

Workflow driven direct and indirect requisitiontoreceipt processing Portal access to procurement transactions w/ realtime notifications, XML messaging Integrated spend analysis and supplier performance
Who is affected?
Purchasing Manager Buyer Supplier
Where is the ROI?

Reduced item costs Reduced requisition procesing costs Reduced collaboration costs Reduced processing time
Modules Licensed
Purchasing iProcurement iSupplier Portal Exchange Marketplace
Return
126
Business Flow
Requisition to Receipt Indirect Inspect to Disposition
MM1142
MM1923
MM1924
MM1149
PR1014
KPI
Return Supplier Material
Prepare Material for Shipment
Load Material M
Ship Material
Record Debit Memos for Returns

Record Debit memos for returned goods.
Supplier issues RMA for replacement of defective items.
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.
Enterprise Roles Shipping Clerk Accounts Payable Clerk
Outside Roles
Supplier
Return
127
What does it cover?

Workflow driven direct and indirect requisitiontoreceipt processing Portal access to procurement transactions w/ realtime notifications, XML messaging
Who is affected?
Purchasing Manager Buyer Supplier Inventory Manager Planner
Integrated spend analysis and supplier performance
Where is the ROI?

Modules Licensed
Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management
Return
128

Requisition to Receipt Indirect Inspect to Disposition
Business Flow
MM1142
MM1923
MM1924
KPI
Return Supplier Material
Load Material M
Supplier issues RMA for replacement of defective items.
Shipping Clerk packages, consolidates material to be returned to Supplier for replacement.
Shipping Clerk loads the material to the dock for shipment.
MM1149
Ship Material
YES Receive NonProduction Goods?
PR1935
Receive Non Production Goods & Services

The nonproduction 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
Enterprise Roles Inventory Control Manager Receiving Clerk Requester Shipping Clerk
Receive replacement materials from suppliers, either into inventory or into an inspection area.
Outside Roles Supplier
Return
129
What does it cover?

Workflow driven direct and indirect requisitiontoreceipt processing Portal access to procurement transactions w/ realtime notifications, XML messaging
Who is affected?
Purchasing Manager Buyer Supplier Inventory Manager Planner
Integrated spend analysis and supplier performance
Where is the ROI?

Modules Licensed
Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management
Return
130
Business Flow
Web Browse to Order Credit Approval to Customer Opportunity to Order Order to Status Inquiry
OF1069
OF1073
OF1076
OF1054
KPI
Manage Customer Orders
Send Sales Order Acknowledgement

CSR sends sales order acknowledgement to the Customer
KPI
Manage Sales Order Holds
Release Credit Holds on Sales Orders

Review and release specific credit holds on individual sales orders.
Sales orders submitted by customers or sales reps are entered into the system.
Research and resolve holds associated with open sales orders.
Credit Manager
Return
131
What does it cover?

Non Inventory Order Fulfillment Service Offerings
Who is affected?

Gift Certificates
Any order not served by product
Sales force Order Entry/Customer Service Reps Customer
Where is the ROI?

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Reduce overall operations costs
Modules Licensed
Order Management and Logistics
Advanced Pricing
iStore Financials/iReceivables
Return
132
Business Flow
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

MM1135
MM1138
Accept or Reject Deliveries

The Shipping Clerk accepts or rejects goods from the customers at the shipping dock.
KPI
Receive Material Customer
Receive materials from customers, either into inventory or into an inspection area.
OF1027
OF1035
OF1057
YES Refund Required? Supplier Invoice to Payment
Generate Customer Invoices from Sales Orders

AR clerk generates sales invoices and forwards to the customers.
Maintain Credit Memos

Enter customer credit memos for returned materials.
KPI
Process Credit Balances and Refunds
AR clerk prepares and submits check requests and adjustments for refunds requested by the Customer.
NO
Enterprise Roles Customer Service Representative Accounts Receivable Clerk
Receiving Clerk
Return
133
What does it cover?

MultiChannel Order Capture Multiple Order Types: (Configuration, Assembly,
Drop Shipment, Buy Shipment, Stock, Returns)
Who is affected?
Sales force Order Entry/Customer Service Reps Customer Shipping/Inventory Buyers Planners Suppliers
Warehouse and Inventory Management Credit Checking (Future)
Where is the ROI?

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Decrease product development costs Reduce overall operations costs
Modules Licensed
Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)
134
Return
Business Flow
OF1079
MM1135
MM1138
OF1069
KPI
Issue Returned Material Authorizations
Accept or Reject Deliveries The Shipping Clerk accepts or rejects goods from the customer at the shipping dock.
KPI
Receive Material Customer
KPI
Manage Customer Orders
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
KPI

KPI
Load Material M Shipping Clerk loads the material to the dock for shipment.
KPI
Ship Material Shipping Clerk packs, weighs, counts, ships and records shipments
CSR sends sales order acknowledgement to the Customer
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 AR clerk generates sales invoices and forwards to the customers.
Maintain Credit Memos Enter customer credit memos for returned materials.
KPI
Process Credit Balances and Refunds
YES Refund Required? Supplier Invoice to Payment
AR clerk prepares and submits check requests and adjustments for refunds requested by the Customer.
NO
Enterprise Roles Customer Service Representative Inspect to Disposition Accounts Receivable Clerk Inventory Control Manager Shipping Clerk Receiving Clerk
Return
135
What does it cover?

MultiChannel Order Capture Multiple Order Types: (Configuration, Assembly,
Drop Shipment, Buy Shipment, Stock, Returns)
Who is affected?
Sales force Order Entry/Customer Service Reps Customer Shipping/Inventory Buyers Planners Suppliers
Warehouse and Inventory Management Credit Checking (Future)
Where is the ROI?

Reduce Customer Administrative Interaction Improve customer satisfaction Increase revenue recognition Decrease product development costs Reduce overall operations costs
Modules Licensed
Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)
136
Return
Relate to Retain
Business Flow
HR1314
HR0242
HR0243
HR0244
HR0245
HR0248
Manage Employee Labor Relations

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

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

Participate in collective agreement negotiations at company, site or employer group level.
Establish Worker Representation

Identify worker representatives and the populations they can represent. Established tenure and voting procedures for worker reps within company structure (non US).
Define HR Policies
Identify procedures for consultations, discipline, grievances, pay/terms negotiations, health and safety procedures. Identifies communication procedures.
Manage Results of Collective Bargaining

Manage changes to work or progression as a result of collective negotiations. Ensure that minority workers are adequately represented.
HR1317
HR0183
HR0246
HR0247
HR0202
Administer Grievances
Resolve employee grievances and interpersonal issues within the workplace subject to union, legal and policy regulations and procedures.
Manage Health & Safety Policies

Follow legislative and industry obligations for health and safety training and incident tracking
Manage Strikes/Work Reductions

Manage company policies following negotiation breakdown.
Manage Worker Consultation

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
Perform Compensation Administration

Manages changes to compensation as a result of collective negotiations
Payroll to Payment
Enterprise Roles HR Representative
Compensation Analyst
Return
137
Relate to Retain
What does it cover?

Negotiate and manage collective bargaining agreements Establish worker representation Administer grievances Manage strike/work reductions Perform compensation administration
Who is affected?
HR Manager Compensation Analyst
Where is the ROI?

Efficiently reflect changes in compensation due to collective bargaining agreements Accurately record and track grievances
Modules Licensed
HR
Return
138

PR1010
Business Flow
Manage Supplier Invoices
PR5889 PR1013
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
KPI
Invoices are received through the internet, electronically or as paper. The invoice is matched to PO, validated and approved.
PR1011
Approve Supplier Invoice

Approve or reject invoices for processing and payment.
KPI
Resolve Supplier Invoice Holds
Manage Recurring Supplier Invoices

Recurring invoices (i.e. rent, utilities) generated and approved for payment.
PR1931
Determine whether hold can be removed so invoice can be paid.

PR1015
Manage Evaluated Receipts

Validate Invoice.
Process Supplier Credit Memos

Apply credit memos for overpayment and for material that has been returned.
PR3200
Issue Employee Expense Payments

KPI
PR5890 PR1922
Bank Statement to Cash Reconciliation Subledger Journals to Post
Manage Prepayments
KPI Reduce Invoice payments by prepayments.
Modify Existing Invoice Distributions

Modify accounting record (I.e. cost center, natural account). Modify allocation of invoice to specific accounts.
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
Cash Forecasting to Funds Transfer
A payment batch is generated and payments are distributed to suppliers. Payments can be EFT, Wire, Check.
Enterprise Roles Accounts Payable Clerk
Return
139
What does it cover?

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
Who is affected?
Accounts Payable Clerk
Where is the ROI?

Leverage the early payment incentives offered by suppliers Decrease charges associated with late supplier invoice payments
Modules Licensed
Financials
Return
140

PR1010
Business Flow
Manage Supplier Invoices
PR5889 PR1013
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
KPI
Invoices are received through the internet, electronically or as paper. The invoice is matched to PO, validated and approved.
PR1011
Approve Supplier Invoice

Approve or reject invoices for processing and payment.
KPI
Resolve Supplier Invoice Holds
Manage Recurring Supplier Invoices

Recurring invoices (i.e. rent, utilities) generated and approved for payment.
PR1931
Determine whether hold can be removed so invoice can be paid.

PR1015
Manage Evaluated Receipts

Validate Invoice.
Process Supplier Credit Memos

Apply credit memos for overpayment and for material that has been returned.
PR3200
Issue Employee Expense Payments

KPI
PR5890 PR1922
Manage Prepayments
KPI Reduce Invoice payments by prepayments.
Modify Existing Invoice Distributions

Modify accounting record (I.e. cost center, natural account). Modify allocation of invoice to specific accounts.
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
Cash Forecasting to Funds Transfer
A payment batch is generated and payments are distributed to suppliers. Payments can be EFT, Wire, Check.
Enterprise Roles Accounts Payable Clerk
Return
141
What does it cover?

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
Who is affected?
Where is the ROI?

Leverage the early payment incentives offered by suppliers Decrease charges associated with late supplier invoice payments
Modules Licensed
Financials
Return
142
Business Flow
CS7046
CS0801
CS7050
Perform Debrief
Debrief individual task Close task
Manage Service Request

Define new task for the open service request (move part)
Enter Parts Order

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
MM1090
MM1149
CS7051
Pick Material
Locate item Pick item
Ship Material
Ship or move part including generation of packing slips
Receive Spare Parts

Receive the ordered parts from subinventory for use in repair job
Enterprise Roles Field Service Dispatcher
Shipping Clerk Field Engineer
Return
143
What does it cover?

Manage loop inventory of spare parts Find and move spares to repair jobs Track move order status Report and track spare parts usage Shipping
Who is affected?
Field Service Technicians Dispatcher Parts Inventory Manager Shipping Clerk
Where is the ROI?

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
Modules Licensed
Field Service
Return
144
Business Flow
OF1056
OF1047
OF1052
Customer Statement to Collections KPI
Perform Customer Credit Check
Grant Credit/ Establish Limits

Credit limits are established.
Manage Customer Credit Holds

Customers are placed on or removed from credit hold.
Customer Invoice to Cash Order to Cash
The customers credit worthiness is reviewed.
Enterprise Roles
Accounts Receivable Clerk Accounts Receivable Manager
Return
145
What does it cover?

Evaluate customers credit worthiness Determine credit limits Manage customer credit holds
Who is affected?
Where is the ROI?

Reduced receivables defaults with increase evaluation of customers
Modules Licensed
Financials
Return
146
Business Flow
OF1027

Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product Tradein to Order Project Execution to Invoice/Asset KPI Organization needs to bill for shipped materials.
OF5882 OF1049 OF1035
Present Customer Invoices

Present invoices to customer or third party. Send electronically or by mail.
KPI
Maintain Customer Invoices
KPI
OF1028
Enter Manual Customer Invoices

The AR clerk creates a manual invoice online.
Process invoice corrections, adjustments and updates.
Enter and process customer credit memos.
OF1032
Apply Customer Receipts Cash Applications

KPI Payment is received. Receipt is created and applied to invoice(s).
OF1037 OF1050 OF1034 OF1031
Process Customer Debit Memos

Enter and process customer debit memos.
Apply Customer Receipts Adjustments

Adjust payment.
Remit Customer Receipts Bank Deposits

Deposit customer receipts.
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
Apply Customer Receipts Credit Card
Enterprise Roles Accounts Receivable Clerk Accounts Receivable Manager
Payment is received. Receipt is created and applied to invoice(s).
Return
147
What does it cover?

Automatically and manually create customer invoices Process credit and debit memos against invoices Apply customer receipts cash, credit card, miscellaneous Deposit cash
Who is affected?
Where is the ROI?

Reduce cycle time of invoice presentment to customers Reduce cycle time of customer receipts
Modules Licensed
Financials
Return
148
Business Flow
OF1027

Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product Tradein to Order Project Execution to Invoice/Asset KPI Organization needs to bill for shipped materials.
OF5882 OF1049 OF1035
Present Customer Invoices

Present invoices to customer or third party. Send electronically or by mail.
KPI
Maintain Customer Invoices
KPI
OF1028
Enter Manual Customer Invoices

The AR clerk creates a manual invoice online.
Process invoice corrections, adjustments and updates.
Enter and process customer credit memos.
OF1032
Apply Customer Receipts Cash Applications

KPI Payment is received. Receipt is created and applied to invoice(s).
OF1037 OF1050 OF1034 OF1031
Process Customer Debit Memos

Enter and process customer debit memos.
Apply Customer Receipts Adjustments

Adjust payment.
Remit Customer Receipts Bank Deposits

Deposit customer receipts.
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
Apply Customer Receipts Credit Card
Enterprise Roles Accounts Receivable Clerk Accounts Receivable Manager
Payment is received. Receipt is created and applied to invoice(s).
Return
149
What does it cover?

Automatically and manually create customer invoices Process credit and debit memos against invoices Apply customer receipts cash, credit card, miscellaneous Deposit cash
Who is affected?
Where is the ROI?

Reduce cycle time of invoice presentment to customers Reduce cycle time of customer receipts
Modules Licensed
Financials
Return
150

Business Flow
PM5770
PM5773
PM5776
PM5779
Enter Proposal (Bid)

Analyze Requirements, estimate project plan & price to develop a proposal of work.
Approve Proposal (Bid)

Review and approve proposal.
Issue Proposal (Bid)

Submit Proposal to customer. Contract Agent tracks proposal.
Review Proposal
M
Review proposal with customer.
PM5782
PM5785
PM5788
PM5791
PM5794
Accept Proposal (Bid)
Enter Project Contract

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

Sales manager approves contract. Legal approves contract.
Issue Project Contract

Submit Contract to customer. Contract Agent tracks contract.
Sign Project Contract
Customer accepts the proposal.
Customer reviews, changes, and accepts contract.
PM5797
Maintain Project Contract

Update contract based on change requests from customer.
Enterprise Roles
Sales Representative Legal Council Outside Roles Contract Agent Sales Manager
Customer
Return
151
What does it cover?

Create, approve and issue proposal (bid) Create, approve and issue project contract
Who is affected?
Sales Representative Legal Council Contract Agent Sales Manager
Where is the ROI?

Streamline and shorten proposal cycle time Streamline and shorten project contract cycle time Reduce costs associated with maintaining project contract
Modules Licensed
Contracts
Return
152

PM5803 PM5806 PM5809
Business Flow
PM5812
Define Project Charter
Define Project Scope

Project manager creates a scope statement for the project.
Define Project Schedule

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

Project manager creates the work plan for the project.
An organization defines their policies, procedures and requirements for all types of projects.
Import Project Plan?
YES
PM5800
Import Project Plan

PM5818 PM5819 PM5821
NO
Project manager imports project work plan from external system.

PM5815
Define Project Details

Project manager defines and sets up the project.
Define Project Charge Control
Define Contract Funding

Project manager updates the existing project with agreement and funding information.
Develop Project Template & Work Breakdown Structure

Project manager selects the appropriate project template and defines the work breakdown structure and customer information.
Project manager defines and sets up the project charge control on the project.
PM5824
PM5827
PM5830
Approve Project
Define Project Budget

Project manager creates the project budget and requests approval.
Manage Project Budget

Financial analyst approves final budget. Cost and Revenue estimates are determined.
Project to Staffing
The project is approved.
Enterprise Roles Project Manager Financial Analyst
Return
153
What does it cover?

Define project charter, scope and schedule Import or build project plan Define project charge control and contract funding Define project budget
Who is affected?
Project Manager Financial Analyst
Where is the ROI?

Reduce project plan cycle time. Accurately record details and commitments of project reducing cost of project management turnover.
Modules Licensed
Projects
Return
154
Project to Staffing
PM5728 PM5734 PM5737
Change to Assign Resources Business Flow
PM5749
Create Staffing Requirement

Create staffing requirements for project.
Evaluate Resources
Assign Resources
Approve Resource Assignment

Resource Manager (supervisor of resource) approves 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.
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
Resource Manager
Return
155
Project to Staffing
What does it cover?

Create staffing requirement Search and evaluate available resources Assign resources to projects Review project staffing plan
Who is affected?
Project Manager Staffing Analyst Employee (Resource) Resource Manager
Where is the ROI?

Reduce costs associated with matching resources to available projects Increase resource utilization Increase employee (resource) satisfaction with project assignments
Modules Licensed
Projects
Return
156

PM5857 HR2122
Business Flow
PM5848
Project to Staffing Time Collection to Payroll Processing Expense Report to Invoice
Process Project Expenditures

Financial Analyst distributes charges to all projects.
Adjust Time After Transfer

The project manager makes all necessary time adjustments.
Manage Project Commitments

Create project related purchase requisitions and purchase orders.
PM5863
PM5851
PM5852
PM5859
PM5858
Manage Project Supplier Invoice Expenditures

Consultants purchase computer supplies to be used on the project. Supplier invoice is submitted to Payable.
Manage Project Inventory Expenditures

Project manager issues material out of inventory to be used on the project.
Process Cross Charges for Shared Resources

Project manager processes charges from consultants in other organizations.
Process Project Allocations

Project manager distributes administrative overhead allocation charges.
Manage Project Expenditure Adjustments

Project manager adjusts expenditure items prior to revenue recognition.
YES Billable Project ?
PM5866
PM5860
PM5869
Manage Project Revenue Recognition

KPI Generate draft revenue; adjust. Generate final revenue, account distributions and update funding balances.
PM5860
Generate Financial Transactions

Financial Analyst creates financial transactions for all projects.
KPI
Manage Project Invoices

Customer Invoice to Cash Analysis to Project Closure Receipt to Asset Analysis to Project Closure
NO
Initiate invoice generation process. Customer bills are calculated, funding balances are updated and invoices are sent to Receivables. YES
PM5864
Generate Financial Transactions

Financial Analyst creates financial transactions for all projects.
Capital Project ?
Manage Project Assets

Enterprise Roles Create and assign project assets. Generate asset lines to interface to Assets.
NO
Project Manager
Financial Analyst Project Member
Return
157
What does it cover?

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
Who is affected?
Project Member Project Manager Financial Analyst
Where is the ROI?

Reduce time and cost of expenditure collection. Reduce time to prepare project invoices for customer. Increase accuracy of capital project costs.
Modules Licensed
Time and Labor Employee Projects
Return
158
Business Flow
PM5833
PM5863
PM5839
PM5873
Manage Project
Manage Project Expenditure Adjustments

Project manager makes all necessary expenditure item adjustments to the project prior to the period end close.
KPI
Review Project Performance
Close Project
Project manager analyzes budget to actual variances by project, task or resource.
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
What does it cover?

Manage project expenditures and adjustments Manage client deliverables Manage status reports, project milestones and forecasting Analyse project actual to budget
Who is affected?
Project Manager
Where is the ROI?

Improve project forecasts Reduce project cost overruns Improve client satisfaction
Modules Licensed
Projects
Return
160
Business Flow
PM5761
PM5764
PM5767
Project to Staffing
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
Staffing Manager
Return
161
What does it cover?

Create staffing requirement Search and evaluate available resources Assign resources to projects Review project staffing plan Review and forecast utilization
Who is affected?
Project Manager Staffing Analyst Employee (Resource) Resource Manager
Where is the ROI?

Reduce costs associated with matching resources to available projects Increase resource utilization Increase employee (resource) satisfaction with project assignments Improve utilization forecasts
Modules Licensed
Projects
Return
162
Termination to Payroll
HR1252 HR1232
Business Flow
YES Contractor ?
HR0236 HR0235
Administer Reduction in Workforce Policies

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

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
Manage Exit Process

Manage exit interviews Collection of assets
End Supplier Payments

Issue request for final supplier payment for work completed by contractor.
NO
HR3241
HR1227
HR3238
HR1321
HR0236
HR3233
Manage Total Compensation Payments

Total compensation payments are managed for issuing employees final pay upon termination. Includes payout for vacation, special compensation and benefits.
Administer Benefits Post Termination

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

Employees benefit coverage for spouse/ dependents is continued or ended in the system. Dependent and beneficiary information is updated.
Administer 3rd Party Vendor Relationships

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

Manage exit interviews Collection of assets Communication of entitlements.
Post to Payroll
The employees 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
Payroll to Payment
HR Manager Payroll Administrator
Return
163
What does it cover?

Reduction of workforce Voluntary/Involuntary termination of workers (both employee & contractor) Benefits post termination Beneficiary and dependent administration Exit process
Who is affected?
Worker (Employee & Contractor) HR Manager Benefits Analyst Payroll Administrator
Where is the ROI?

Accurate reporting of post termination benefits & compensation Efficient termination of workers
Modules Licensed
HR Applications
Return
164
Benefits to Payroll
Business Flow
HR1320
HR3239
HR1271
HR1321
Strategic Staffing to Hire
Administer Employee Benefits

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

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

Manage benefits for new enrollments and open enrollments.
Administer 3rd Party Vendor Relationships

Extract new and changed employee benefit enrollment information for submission to the Benefit Providers.
HR1273
HR3233
Administer Flex Spending Accounts (US Only)

FSA accounts are maintained for employee health care and dependent care reimbursement requests.
Post to Payroll
Processed enrollments and benefit payments have been posted to the payroll for processing in the designated pay run.
Payroll to Payment
Enterprise Roles
Benefits Analyst Payroll Administrator
Return
165
Benefits to Payroll
What does it cover?

Definition and Management of any Standard Benefits (Core HR) Set up of Flexible Benefits (OAB) Enrolment and elections Cafeteria style SelfService Benefits Benefits Service Centre
Who is affected?
Linkage to and Management of Assets

Integration Out of the Box Benefits supplier extract facility
Where is the ROI?

Reduce cost of Flex by 60% Reduce absence and attrition Greater value from Benefits Strategic purchasing of Benefits
Modules Licensed
Core HR + Web Comp (in dev) OAB
Return
166
Employee Incident to Workers Compensation
Business Flow
HR1314
HR3243
HR0182
Manage Employee Labor Relations

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

Update emergency contact information
Manage Incident Cycle

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.
HR0306
HR0237
HR1276
HR0238
Manage Work Related Injury & Illness

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

Track individual treatment following accident or illness.
Manage Workers Compensation & Benefits

Prepare information to manage and report employees out on Workers Compensation and payments. Tracks absence duration and milestones to adjust compensation rates
Determine & Track Accommodations

Allows employee to return to work over time with appropriate restrictions and accommodations
Payroll to Payment
Enterprise Roles HR Representative
Return
167
Employee Incident to Workers Compensation
What does it cover?

Manage employee labor relations Manage employee incidents Manage Workers Compensation & Benefits Track accommodations for illnesses and injuries
Who is affected?
HR Administrator
Where is the ROI?
Modules Licensed
HR Applications
Return
168
Deploy to Achieve
HR1233
Business Flow
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.
HR1253 HR1259 HR0239 HR0202 HR0238
HR0253
Deploy Worker
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 Career Data

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

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

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
Determine & Track Accommodations

Manage and track accommodation changes to work environment following life events
HR0249
Manage External Events

Manage deployment changes following changes in law, taxation, market, or union action. Enterprise Roles Department Manager Employee HR Representative Compensation Analyst
Return
169
Deploy to Achieve
What does it cover?

Track employee skills Skills Gap Analysis Fill gaps through adequate programs Appraisals & Performance Management Succession Planning and Career Paths
Who is affected?
HR department Training department Employees Line managers Project Managers
Skill and Competency based resourcing of projects

Equal Opportunity resourcing and development
Where is the ROI?

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

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

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

Checks and Deposit Advices are generated, printed and distributed. ACH files are created and sent to applicable banks for posting to accounts.
HR1240
HR1241
HR3235
Manage Wage Attachments

Wage attachment checks payable to government agencies or applicable individuals are generated and mailed to third party recipients.
Manage Taxes & Social Insurance

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

Run costing process and details for pay period. Costing results are passed for posting to the General Ledger.
Enterprise Roles
Payroll Administrator Payroll Tax Specialist
Return
171
Payroll to Payment
What does it cover?

Accurate, ontime Payment of Workers Full Time, Part Time, Contractors, Pensioners, Occasional
Who is affected?
HR department Payroll Employees Line managers
Flexible Rulebasis 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
Where is the ROI?

Reduce Ratio of Admin: Worker Reduce peaks & troughs Enhance flow of data HR Payroll Key integration with HR
Modules Licensed
Payroll
Return
172
Business Flow
HR2108
HR2115
HR2121
Enter Time
Approve Time Entered

Management approves the time entered at the end of the collection period. Employees time is then routed through the approval hierarchy, as defined by the organization.
Transfer Time
Project Execution to Invoice/Asset
Enter time in the appropriate time collection device or via the web.
Transfer the time collected to recipient application.
HR3233
HR1319
Post to Payroll
Perform tasks to take the transfer time and move it to the payroll staging area.
Perform Payroll Calculation

Perform tasks necessary to generate payroll processing and calculations.
Payroll to Payment
Enterprise Roles Employee
HR Manager Payroll Administrator
Return
173
What does it cover?

Single Selfservice and entry and record of time for the whole enterprise Entry of Time for: Financial Management Client / Customer Billing Payment to Workers Expenses
Who is affected?
Time policies, work schedules & shifts
Where is the ROI?

Better efficiency & customer satisfaction Decrease Admin to Staff ratio Accurate recovery of time Manager productivity (Authorisations)
Modules Licensed
Time & Labour
Return
174
Receipt to Assets
Business Flow
PR1906
Transfer Asset Invoices to FA Dept

Any asset related invoices (invoices coded to the asset clearing account are interfaced to Assets department for processing
PM5884 FM1102
Project Execution to Invoice/Asset Supplier Invoice to Payment
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
Accounts Payable Clerk Fixed Asset Accountant
Return
175
Receipt to Assets
What does it cover?

Creation of fixed assets from supplier invoices or capital projects
Who is affected?
Accounts Payable Clerk Fixed Asset Accountant Project Manager
Where is the ROI?

Accurate tracking of fixed assets Improved capital project tracking
Modules Licensed
Financials
Return
176
Business Flow
FM1108
FM1103
FM1901
FM1903
Receipt to Assets KPI
Manage Fixed Assets Inventory
Transfer Fixed Assets

Assets can be moved to new locations and/or (account) assignments.
Reclassify Asset
Adjust Asset Financial Information

Assets cost or life can be adjusted as needed.
Asset Inventory reports are run and verified with actual Inventory.
Assets can be classified to a new category.
FM1104
FM0480
FM1926
FM0480
Manage Fixed Asset Loss/Disposal

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.
Calculate Asset Depreciation

Depreciation Expense is calculated and Accumulated Depreciation is updated for every capitalized asset in the Corporate Book.
Manage Tax Books
Calculate Asset Depreciation

Depreciation is calculated for the Tax Books.
Assets are copied from the Corporate book to the Tax Book.
Period End Close to Financial Reports
Enterprise Roles
Fixed Asset Accountant
Accounting Manager Tax Accountant
Return
177
What does it cover?

Manage fixed asset inventory Transfer, reclassify, dispose of fixed assets Calculate depreciation Manage fixed assets in tax books Calculate tax books depreciation
Who is affected?
Accounting Manager Fixed Asset Accountant Tax Accountant
Where is the ROI?

Improved tracking of fixed assets for full usage of assets Accurate depreciation recognition Improved capital asset depreciation Accurate tax depreciation recognition
Modules Licensed
Financials
Return
178
Business Flow
Supplier Invoice to Payment Customer Invoice to Cash Payroll to Payment Cash Forecast to Funds Transfer
FM1908
FM1907
FM1910
FM1905
Record Bank Statements
Record Misc. Bank Transactions

Record bank fees, bank errors, interest charges and other miscellaneous transactions.
Reconcile Bank Statements to Transactions

Checks, deposits and miscellaneous transactions are matched to bank statement and automatically cleared.
Reconcile Bank Balances to GL

Bank balances (on the statement) are reconciled to General Ledger cash account balances.
Record transactions from Bank Statement.
Enterprise Roles
Accountant Accounting Manager
Return
179
What does it cover?

Record bank statements and miscellaneous bank charges Reconcile bank statement transactions to systems creating transactions Reconcile bank balances with cash accounts
Who is affected?
Accountant
Where is the ROI?

Decrease the effort required to reconcile transactions and balances of the cash accounts
Modules Licensed
Financials
Return
180
Budgets to Approval
Business Flow
FM5876
Import Budgets
FM0483 FM0487 FM0489 FM0491
KPI
Define Budget Strategy & Approach
Receive budget data from external system. KPI

FM5875
Maintain Budgets
KPI
Consolidate & Review Budgets
Approve Budgets
KPI Approve final budget and communicate to all departments and companies.
Prepare and record budgets by department/ organization.
Update/modify budgets.
Define & Generate Budget Allocations

Prepare and record budgets by department/ organization.
Consolidate budgets from all departments and companies. Review total budget.
Enterprise Roles Financial Analyst
Director of Finance VP of Finance
Return
181
Budgets to Approval
What does it cover?

Define budget strategy and approach Import budget details from external system or define and generate budget allocations Consolidate and approve budgets
Who is affected?
Financial Analyst VP of Finance Director of Finance
Where is the ROI?

Reduce time to create budgets Improve the tracking of detail budgets
Modules Licensed
Financials
Return
182
Business Flow
FM1909
FM1911
FM1122
Collect Cash Information

Capture cash inflow and outflow.
Manage Cash Forecasts KPI

Generate cash forecasts using user defined forecasting templates.
Transfer Funds
Cash can be transferred as needed according to cash forecasts.
Bank Statement to Cash Reconciliation Supplier Invoice to Payment
Enterprise Roles
Return
183
What does it cover?

Collect cash information Manage cash flow Transfer funds
Who is affected?
Where is the ROI?

Maximize cash flow to increase interest return and decrease idle cash Reduce charges associated with overdrawing bank accounts
Modules Licensed
Financials
Return
184
Customer Statement to Collections

Business Flow
OF1928
OF1048
OF3205
Generate Customer Statements

Statements are generated for customer accounts.
Manage Collections
KPI Actions are taken to collect overdue customer payments.
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.
OF5883
OF3204
OF3203
Dispute Charges
Customer disputes the invoices details.
Generate Finance Charges KPI

Generate finance charges for customers with delinquent payments.
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
Accounts Receivable Clerk Customer Accounts Receivable Manager
Return
185
Customer Statement to Collections
What does it cover?

Generate customer statements Manage collections Generate finance charges Customer can dispute charges Issue Dunning Letters
Who is affected?
Where is the ROI?

Increase collections on outstanding receivables Resolve customer disputes increasing capability to collect on receivables
Modules Licensed
Financials
Return
186
Business Flow
PR1009
PR1012
PR1016
Manage 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
Approve Expense Reports
Manage Employee Expense Receipts

Employee imaged or paper receipts are matched to the expense report.
Supplier Invoice to Payment Project Execution to Invoice / Asset
Expense report is routed via the application to the Department Manager. Department manager reviews and approves expense report.
Enterprise Roles Employee
Approval Manager
Return
187
What does it cover?

Submission, approval and processing of employee expense reports Receipt auditing
Who is affected?
Employee Approval Manager Accounts Payable Clerk
Where is the ROI?

Reduced cycle time to process employee expense reports
Modules Licensed
Financials Employee
Return
188
Business Flow
FM3214
FM3211
FM3212
FM3213
Import Intercompany Transactions

Import intercompany journals from external systems.
Generate Periodic I/C Transactions

Sending Company submits intercompany journals to the receiving company.
Enter Intercompany Journals

Sending Company submits intercompany journals to the receiving company.
Approve Intercompany Journals

Receiving Company approves the intercompany journals from the Sending Company.
FM3216
FM0511
Transfer I/C Transactions to Ledgers

Intercompany transactions are transferred to the appropriate ledgers.
Post Journal Entries

Journals are posted in the General Ledger.
Enterprise Roles Accountant
Return
189
What does it cover?

Import intercompany journals Generate Recurring intercompany journals Approve intercompany journals Transfer intercompany journals to appropriate ledgers Post intercompany journals
Who is affected?
Accountant
Where is the ROI?

Improve tracking of intercompany journals Reduce processing and reconciliation time time associated intercompany journals
Modules Licensed
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
FM1948
Business Flow
FM1808 FM1045
Perform WIP Period Close

Activities required to close Workin Process and send transactions to GL.
Perform Process Mfg Period Close

Activities required to close Process Mfg and send transactions to GL.
Perform Inventory Period Close

Activities required to close Inventory and send transactions to GL.
FM1018
FM1913
FM1952
FM1914
FM1915
Perform Accounts Payable Period Close

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

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

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

Activities required to close Fixed Assets and send transactions to GL.
Perform Accounts Receivable Period Close

Activities required to close Accts Receivable and send transactions to GL.
FM1042
Process Current Period Transactions

Activities required to close remaining subsystems and send transactions to GL.
FM0507
FM1118
FM0506
FM0510
Import Journal Entries

Import Journals from subledger systems.
Enter Journal Entries

Enter journals.
Define and Generate Recurring Journal Entries

Journals for recurring transactions are generated.
Process Reserves, Reversals & Suspense JEs

Reverse prior period accruals, clear suspense accounts, and generate reversing entries.
FM3209
FM1116
FM0494
Process Allocations & Periodic Entries

Journals for allocation transactions are processed.
Revalue Balances
Revalue foreign currency balances to recognize currency gain/loss.
FM0511
FM1121
FM1114

Reconcile Accounts
Adjust GL For Period Close

Process adjusting journal entries after preliminary review of balances.
Enter Elimination Entries

Creates elimination entries within a company.
Continued on next page
Reconcile all subledgers to general ledger.
Enterprise Roles Accountant
Return
191
Period End Close to Financial Reports 2/2
Business Flow
FM0493
FM0495
FM3225
FM3209
Continued from prior page
Translate Foreign Currency

Translate foreign currency balances to reporting currency.
Consolidate Sets of Books

Balances in child books are transferred to the consolidation book.
Post Consolidation Data

The journals are posted in the consolidation books.
Enter Elimination Entries

Creates elimination entries between companies.
FM0511
FM1917
FM1940
FM1941

Posted elimination entries.
Close Period
Generate Internal Reports KPI

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

External reports are generated and distributed.
Close the accounting period to prevent changes to final balances.
Enterprise Roles
Return
192
What does it cover?

Process transactions from subledgers Process recurring, reversal, reserve, suspense, allocation and elimination journals Consolidate multiple companies Internal and external reporting of financial results
Who is affected?
Accountant
Where is the ROI?

Reduce time associated with period end close Improve the accuracy of the financial results
Modules Licensed
Financials
Return
193

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
Business Flow
FM0507
FM1118
FM0511
Import Journal Entries

Import Journals from subledger systems.
KPI
Enter Journal Entries

Enter journals.
Enterprise Roles
Accountant
Return
194
What does it cover?

Import journal entries Enter journal entries Post journal entries
Who is affected?
Accountant
Where is the ROI?

Reduce time to import and record transactions from systems feeding the General Ledger
Modules Licensed
Financials
Return
195

HR0191 HR1248 HR0230
Business Flow
Manage Talent Pool
Reviews placement opportunities from internal pool, current or ex-applicants or exworkers YES
Determine Staffing Requirements

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

The recruiting strategy defines optimal recruiting methods and whether hires are permanent, short term or contract.
Internal Applicant ?
NO
Deploy to Achieve
HR1222
HR0198
HR0195
Publicize Opening
The job/position is advertised, sent to recruiting prospects or to suppliers for contractor supply.
Enter and Track Applicants

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

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

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 managers review.
Manage Offer Process

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
Applicant Pre-placement & Processing

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
Establish New Worker

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
Manage New Worker

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
KPI
Evaluate Recruitment Activity
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
Return
196
What does it cover?

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
Who is affected?
Recruiting Manager HR Representative Applicant
Where is the ROI?

Low ratio Recruiters to Staff Lower Agency and sourcing costs Better placement of new Staff (Lower
attrition)
Modules Licensed
HR Applications iRecruitment
Return
197
Develop to Succeed
Business Flow
HR3232
HR1311
HR0226
Strategic Staffing to Hire Assess to Progress
Administer Assessments
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.
Manage Employee Performance

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.
Manage Career Activities

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

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
Post to Payroll
Transactions are reviewed and prepared for processing in the designated payroll run.
Payroll to Payment
Enterprise Roles HR Representative HR Manager
Compensation Analyst Employee
Return
198
Develop to Succeed
What does it cover?

Who is affected?
HR department Training department Employees Line managers Project Managers

Where is the ROI?

Modules Licensed
Core HR & SS
Return
199
Assess to Progress
Business Flow
HR0221
HR0240
HR0224
HR0227
HR0241
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.
Analyze Competency Gaps

Evaluate the missing competencies within the existing workforce.
Define Organizational Career Paths

Career Path Succession Plans Progression rules
Build Individual /Organizational Learning Programs

Create a learning framework to enhance competencies by most cost effective methods.
Maintain Knowledge Management

Creates a knowledge infrastructure to improve competencies.
HR0201
HR0301
HR1316
Perform Compensation Planning

Defines performance related pay and allowances. Creates performance assessment ratings scales and methods.
Manage Minority Employment and Advancement

Ensures fair minority and disability accommodation.
Define Appraisal Methods and Procedures

Defines appropriate worker assessment methods and processes.
Develop to Succeed
Enterprise Roles HR Representative HR Manager
Compensation Analyst Employee
Return
200
Assess to Progress
What does it cover?

Who is affected?
HR department Training department Employees Line managers

Where is the ROI?

Modules Licensed
Core HR & SS
Return
201

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

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

Oracle Business Models v 5.0

Oracle Industry Model: Horizontal

Contract to Renewal Enterprise Management People to Paycheck Project to Profit

Back Office Return

Oracle Business Models v 5.0

High Level Flow

Requisition to Receipt Indirect

Supplier Invoice to Payment

Supplier Return to Debit

Supplier Return to Replacement

Oracle Business Models v 5.0

Order to Cash (Horizontal)

High Level Flow

Order to Customer Invoice

Customer Invoice to Cash

Credit Approval to Customer

Customer Return to Credit

Customer Return to Replacement

Oracle Business Models v 5.0

High Level Flow

Time Collection to Payroll Processing

Develop to Succeed Employee Incident to Workers Compensation Termination to Payroll

Oracle Business Models v 5.0

High Level Flow

Time Collection to Payroll Processing

Proposal to Project Contract

Plan to Project Budget

Project Execution to Invoice / Asset

Analysis to Project Closure

Customer Invoice to Cash

Expense Report to Invoice

Oracle Business Models v 5.0

Accounting to Financial Reports

High Level Flow

Financial Management to Reporting

Oracle Business Models v 5.0

High Level Flow

Customer Return to Credit

Oracle Business Models v 5.0

High Level Flow

Project Execution to Invoice / Asset

Subledger Journals to Post

Supplier Return to Debit

Supplier Invoice to Payment

Expense Report to Invoice

Requisition to Receipt Indirect

Oracle Business Models v 5.0

Financial Management to Reporting

High Level Flow

Intercompany Journals to Post

Product STD Costing to Inventory Revaluation

Cash Forecast to Funds Transfer

Bank Statement to Cash Reconciliation

Oracle Business Models v 5.0

High Level Flow

Author to Sign Sales Contract

Quote to Warranty / Extended Warranty