Professional Documents
Culture Documents
customer to know
details of best offers
available
(OFFERS)
Page 1
Content Page
Contents
Contents.................................................................................................................................................2
1.Documentation History.......................................................................................................................3
2.Purpose................................................................................................................................................3
3.Scope...................................................................................................................................................3
4.Criteria................................................................................................................................................4
5.Detailed Process Diagram / Flow.......................................................................................................4
6.Process Steps.......................................................................................................................................5
7.Process description/Quality audit process..........................................................................................8
8. Key Performance Indicators Evaluation Criteria .........................................................................8
9.List of Abbreviations .........................................................................................................................9
10.TAT (Turn Around Time).................................................................................................................9
11.Tagging Scenarios: NA.....................................................................................................................9
12.Annexure ..........................................................................................................................................9
13.SIPOCs............................................................................................................................................9
Page 2
1. Documentation History
Version
Date
Owner
1.1
Sub-process
No
FF CS - 007
Effective Date
Sub-process
on
Update of GPRS
settings on device
manager
Review Date
Version
1.1
Next Review
Date
Approver
20.07.2010
01.08.2011
2. Purpose
To ensure that prepaid customers can get details on the offers
available to prepaid customers
on call centre
3. Scope
a. Marketing decides on the offers to be communicated
b. Local IT updates the database
c. Local IT ensures response when customer requests for it
Page 3
4. Criteria
Customers send the text OFFERS through sms to 111 to know the
details on latest offers
available to prepaid customers
Page 4
6. Process Steps
Details
S.
No
Flow
Description
Performa
nce
Time
lines
Perf.
Group
Page 5
Indicator
Customer
sends an SMS
OFFERS to
111 to get
details of the
latest
recharge
offers
SMS
received at
CAD
Online
VAS
Team
Request
received at
circle IT and
check in local
server
SMS
received at
Circle IT
Online
IT
Response
suggested by
marketing is
updated on
the server
Database
update
Fortnigh
tly
IT
Fortnigh
tly
Circle
IT
Local
Marketing
shares with IT
the response
that is to be
updated
Response
sent to
customer
with the
details of
latest offers
S.
No
Flow
Description
Response
sent from
CAD
Performa
nce
Indicator
Online
CAD
Time
lines
Perf.
Group
Page 6
Local offers
shared with
the customer
Response
sent to
customer
Online
CAD
Page 7
RA
I
I
-
I
RA
-
RA
Key Points
Management
rules
External
Entities
IT
Lead Time
Marketing
Documents and
procedures
Customer
Customer
IN
Central IT
IT Server
Fortnightly
update of
response
content
Corporate
Marketing
SMS
OFFERS to
111 to get
best
recharge
offers
Request
received
at CAD
and
forwarded
to local IT
Response
content
stored and
sent to
customer
CAD-Gujarat
Subactivity
monthOnce a
Activity
Macro - Activity
Process Name
Process ID
Domain
Process
Description
CAD-Gujarat
B2C13
B2C
Additional Details
Page 8
9. List of Abbreviations
S No.
Abbreviation
IT
Information Technology
CAD
10.
11.
Description
Steps
Update of server
Fortnightly
Response to customer
Instant
Tagging Scenarios: NA
12.
Annexure
S.No
Details
Requirements
13.
Custome
r
Existing
Prepaid
Customer
SIPOCs
Output
Access to information
on current offers
available in market
Key Process
Steps
As per process
Flow
Input
Supplier
SMS from
customer
Local CSG
Market
Local
Page 9
intelligence
URL to store
the
information
marketing
IT
Page 10