Value Reference Model - Quality and Customer Care

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The quality assurance and customer care processes are described using an enterprise architecture tool.

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Value Reference Model - Quality and Customer Care

  1. 1. Value Reference Model Quality and Customer Care
  2. 2. Executing - Auxiliary Services Value Reference ModelPlanning Governing Executing Business Human Product Supply Chain Auxiliary Services Resource Development Services Services Services
  3. 3. Auxiliary Services Auxiliary ServicesIT Services Organizational F&A Quality Customer Intelligence Assurance Relations Service Service Services
  4. 4. Quality Assurance Total Quality Zero DefectsRegulations A ssure Product Reduce Reactive Quality Process Deploy a QualityConform ity Quality Orientation System (Reactive Quality) (Preventive Quality) Product Conformity Process QS Development Monitoring Product QS Certification Process Certification Standardization QS Training Systematic Measurements QS Globalization Benchmarking
  5. 5. Quality System Service Quality System ServiceDevelop QS Certify QS Deploy QS QS QS Procedures Documentation
  6. 6. Quality System DevelopmentQS Knowledge Determine QS Identify Involved Process Owners Examine Existing Acquisition Context Functions Interview Documents Create QS Define QS Analyse Current Validate Existing Documentation Requirements System Procedures
  7. 7. Quality System Service Quality System ServiceDevelop QS Certify QS Deploy QS QS QS Procedures Documentation
  8. 8. Quality System Certification Company Issue Set Up Change QS Changing Plan Actions Certif icateCerif ication Documentation Request Receiv ing Request Analy sis Pre-Audit Visit Audit Visit preaudit ok QSCertif ication Certif ication Documentatio Requested Conf ormity Request Deadlines n Actions Certif icate Change Request Receiv e Certif ication Analy ze Issue Change plan Def ine Final Report Rev iew Action Certif icate Request Planning Documentation Request accepted Correctiv e Plan Issuing Actions documentation ok Certification Agency
  9. 9. Quality System Service Quality System ServiceDevelop QS Certify QS Deploy QS QS QS Procedures Documentation
  10. 10. Quality System Deployment Self Maintain Maintain Certify QSAssessment Quality Quality Records DocumentsSelf Evaluation Quality Data Record QS Procedures Preventive Nonconformities Maintain QS Auditing Actions Maintaining CorrectiveManagement Actions
  11. 11. Quality System Auditing QS Plan Audit Check Audit Report Quality Nonconformity AuditPlan Audits List Manual Registration Prepare Audit Visit Calendar Opening Meeting Previous Audit Evaluation QS Deployment Analysis Closing Meeting
  12. 12. Auxiliary Services Auxiliary ServicesIT Services Organizational F&A Quality System Quality Customer Intelligence Service Assurance Relations Service Service Services
  13. 13. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem ReturnsMaintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
  14. 14. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  15. 15. Manage Service Business Manage Service BusinessAnalyze the Manage Manage Manage Manage Site Archive Manage Service Warranty Servicing Service Type Service Data Quality & Status Terms Price & Environment Package
  16. 16. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  17. 17. Manage Site Manage SiteVisit Site Analyze & Control Manage Site Data Site
  18. 18. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  19. 19. Manage Service Order Manage Service OrderControl Service Plan Service Order Control Service Close Service Order Order Execution Order
  20. 20. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  21. 21. Manage Service Contract Manage Service Contract Control Service Enter Service Manage Relation Control Service Enter ServiceContract Quotation Contract Quotation Contract Contract
  22. 22. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  23. 23. Manage Customer RequestCustom er Policies Service Call Center Handling Custom er Support Quality of Support Maintain CMS Data Configure & Activate Support Manage Cus tom er QoS/SLA Custom er Handle Problem Relations Strategy Manage Inbound Calls Trouble Ticket Provide Custom er Helpdesk Service Define Cus tom er Contact Policies Manage Outbound Calls Provide On-Site Support Iss ue Call Center Reports Notify Custom er
  24. 24. Manage Inbound CallsProcedures Call Procedure Contact Policy Policies Definition Definition Service Service Identify Call Type Route Inbound Calls Inbound Call Data Handle Inbound Contact Reason Inbound Call queuing Call Data Storing Operator Activities Customer
  25. 25. Manage Customer RequestCustom er Policies Service Call Center Handling Custom er Support Quality of Support Maintain CMS Data Configure & Activate Support Manage Cus tom er QoS/SLA Custom er Handle Problem Relations Strategy Manage Inbound Calls Trouble Ticket Provide Custom er Helpdesk Service Define Cus tom er Contact Policies Manage Outbound Calls Provide On-Site Support Iss ue Call Center Reports Notify Custom er
  26. 26. Manage Outbound CallsConfigure Contact PoliciesOutbound Call Lists Policy DefinitionCampaign Service Configured Assign Outbound Campaign Call to Operator Handle Outbound Calls to Customer Outbound Calls assignment Call Contact Reason Data Storing Operator Activities Customer Data
  27. 27. Service & Maintenance Administration Service & Maintenance Admin Manage Service (SMA) Product Business Roadmap Defining Customers Sales Back Manage Site Manage Service Manage Internal Contract SupportOffice Services negotiate Service Request ContractReplenishment Planning Manage Customer Manage Periodic Support Maintenance Request Request Human Resource Manage Resources Services Manage Service Invoice Customer Support Spare Parts Order Invoice Inventory Managing
  28. 28. Manage Resources Manage Resources Control Control Service Control SpareTechnicians Car Parts
  29. 29. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem ReturnsMaintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
  30. 30. Offering Support Contract Support Web Form Contract ac ces sible v ia Offering Support Policy Support Policy conf orms Take out Support Document w ith Support Contract perf orms Contract Seller Support Policy Notification Product Support Policy Coverage ContractExplanation Description Registration
  31. 31. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem ReturnsMaintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
  32. 32. Customer Return Process Credit Note F&A Services Sales Order Sales Invoice HandlingCutomer Return Handling Customer Check Return Issues Request Return Credit RMA Request Customer Complete Enter Return Authorization Depot Repair RMA w ith Credit RMA w ith Repair Approve Receive Create Return Returned Replacement Authorization Product Order Carriers Deliver Require Send Receipt Return Inspection to Customer Products
  33. 33. Customer Relations Services Customer Relations Services Support Maintenance & Account Services Repair Service Managing Service & Customer Customer Service Experience Support Incident Problem ReturnsMaintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing Admin Offering (SMA)
  34. 34. Account Management Context Report to Management Account ManagingMgt Reporting Info to beRequirements Reported Manage Accounts Account Territory Manager Manager Key Customer Account Analyst Manager
  35. 35. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  36. 36. Identify / Add Customer / Modify CollectInformation Review Information Classify Type Determine Customer whether to to be Added add Obtain Management Confirmation Customer to be Rejected
  37. 37. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  38. 38. Analyze Customer DetailsCustomer to be Added Enter Data Perform Historical Review Perform Potential Review Analyze Needs Confirm Customer Needs / Objectives
  39. 39. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  40. 40. Segment Customers EstablishSegmentation Review Customers Populate Segments
  41. 41. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  42. 42. Validate SegmentationConfirm Segment Population Validate Segmentation Decisions Reassign Customers & Review Segmentation Process
  43. 43. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  44. 44. Analyze Account TypeReview KA Selection Criteria Review Customers Against Criteria Confirm KA Selection Validate Selection and Criteria
  45. 45. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  46. 46. Planning the Call ActivityCustomer Financial Data InformationHandling Marketing and Marketing Product Strategy Collect/Review Customer Information Targeting Review Segment Strategies & Definitions Define Call Plan Schedule Calls Organize ongoing Logistics
  47. 47. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  48. 48. Execute ContactPrepare for Contact Open Contact Understand Needs Match Product to Needs Gain Commitment Close Contact Document Contact
  49. 49. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  50. 50. Review PerformanceSales Data Financial F&A Services Handling Information Sales Data Analysis of Sales Performance Data [PERIODIC] Sales Force Effectiveness Assessment Sales Management [ONGOING] Understand Link Between Actions and Performance [PERIODIC] Change Process / Plans [PERIODIC]
  51. 51. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  52. 52. Analyze AccountFrom Activities Develop / to Profiling Update Account Profile Assess Position Re-evaluate Account Classification Complete Account Profile Account Profile
  53. 53. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  54. 54. Set Account ObjectivesAccount Account Input for StrategyAnalysis Profile Account SettingService Strategy Define Account Strategy Set Account Goals Establish Account Objectives
  55. 55. Territory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  56. 56. Create Account PlanFrom Activities Develop Action Plan to Plan Creation Determine Resource Requirements Consolidate & Assess Account Portfolio Finalize & Approve Account Plans Planning Output
  57. 57. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  58. 58. Execute Plan From Plan to From Activities Execute to ExecutionPlanning Executing Modification Output Identify New Opportunities Modify Account Plan
  59. 59. Manage AccountsTerritory Manager Customer Analyst Key Account Manager Start account status Review and Assess has changed Account Portfolio Define Call Plan Identify / Add Customer / Modify satisfactory Evaluate Account Performance Review Performance account status Analyze Customer has changed Details Execute Plan non satisfactory Segment Customers Create Account Execute Contact Plan Validate Segmentation Set Account Plan Call Activity Objectives Analyze Account Type Analyze Account non-key account key account
  60. 60. Evaluate Account Performance Account Plan Ongoing Output Activities InputAccount MeasurePlanning Performance Account Performance Evaluation Output Assess Plan Achievement Evaluate Position and Review Account Status / Portfolio
  61. 61. Account Management Context Report to Management Account ManagingMgt Reporting Info to beRequirements Reported Manage Accounts Account Territory Manager Manager Key Customer Account Analyst Manager
  62. 62. Account Management Information Account Mgmt Reporting InformationDemographic Business Marketplace Performance Information Information Information Information Customer Information Sales History Contact History Relationship Invoicing Data Support Data and Plan and Plan Profiles
  63. 63. Business Information Business Information Planning Products and User Information Marketing BusinessInformation Services Info Materials Info Knowledge / News
  64. 64. Planning Information Planning InformationMarketing Plans Sales Plans Account Plans Actual vs. Plans at Roll-up Planned Details Level
  65. 65. Products and Services Information Products and Services Info Product Up-to-date Papers Written New Studies Product Benefits Definitions Critical Works
  66. 66. User Information User InformationQueries from Customers ADRs Protocol Information Different Usage Patterns
  67. 67. Marketing Materials Info Marketing Materials InfoDetails of Catalogue of Calendar Availability ofMarketing Marketing Detailing Key IncentivesMessages Materials Events
  68. 68. Business Knowledge / News Business Knowledge / NewsIndustry Best Practices Newsflashes About Shared Information Events
  69. 69. Marketplace Information Marketplace InformationGovernment Competitor Other Practice Trends Policies Information Information Prescribing Economic and Patterns and Regulatory Trends Influencers
  70. 70. Government Policies Government PoliciesGuidelines Reimbursement Levels Budget Eligibility
  71. 71. Competitor Information Competitor InformationMarketing Competitor Global / Country Account LevelMessages / Strengths and Level Activity Activity Materials Weaknesses
  72. 72. Other Information Other InformationEnd Users Profile Treatments Researches Future Trends
  73. 73. Performance Information Performance Information Sales Marketing Financial Performance Incentives Performance Performance Performance Against Plan Performance Forecast vs. Following Budget Spend ROI vs. Forecast Individual PercentageActual vs. Target Planning Against Plan Performance Contribution Horizons Available Against Incentive Targets
  74. 74. Marketing Performance Marketing Performance Market Share by Comparison to Product Competitor Products
  75. 75. Performance against Plan Performance Against Plan Contacts / Calls Monthly Actions and Objectives
  76. 76. Sales History and Plan Sales History and Plan Sales by product Planned sales by category over time product category
  77. 77. Contact History and Plan Contact History and PlanNames and roles Purpose Results and actions Planned of person who of contact or questions arising future contacts made contact
  78. 78. Relationship Profiles Relationship ProfilesRelationships Relationships between Relationshipswithin account account and external to Customers bodies / individuals

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