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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


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

Oracle Business Models v 5.0

Procure to Pay

High Level Flow

Receipt to Assets

Analyze to Agreement

Requisition to Receipt Indirect

Supplier Invoice to Payment

Expense to Post

Supplier Return to Debit

Supplier Return to Replacement

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

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

Oracle Business Models v 5.0

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

Oracle Business Models v 5.0

Project to Profit

High Level Flow

Time Collection to Payroll Processing

Proposal to Project Contract

Plan to Project Budget

Receipt to Assets

Project Execution to Invoice / Asset

Analysis to Project Closure

Project to Staffing

Customer Invoice to Cash

Utilization to Forecast

Expense Report to Invoice

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

Accounting to Financial Reports

High Level Flow

Revenue to Post

Financial Management to Reporting

Expense to Post

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

Return

Revenue to Post

High Level Flow

Contract to Renewal

Customer Return to Credit

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

Oracle Business Models v 5.0

Return

Expense to Post

High Level Flow

Project Execution to Invoice / Asset

Receipt to Assets

Assets to Depreciation

Inspect to Disposition

Subledger Journals to Post

Supplier Return to Debit

Supplier Invoice to Payment

Expense Report to Invoice

Requisition to Receipt Indirect

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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

Oracle Business Models v 5.0

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Contract to Renewal

High Level Flow

Author to Sign Sales Contract

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

Quote to Warranty / Extended Warranty

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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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

Oracle Business Models v 5.0

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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

Customer Feedback to Intelligence

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

Oracle Business Models v 5.0

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Contact to Resolution

High Level Flow

Dispatch to Repair

Return to Repair Click to Resolution Customer Invoice to Cash

Contract to Renewal Call To Resolution Customer Return To Credit

Lead to Order

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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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

Customer Invoice to Cash

Service Request to Contract Quote to Warranty / Extended Warranty

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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Dispatch to Repair

High Level Flow

Web Service Request to Escalation

Service Request to Dispatch

Dispatch to Technician Move Order

Service Request to Parts Replenishment

Customer Invoice to Cash

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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Return to Repair

High Level Flow

Web Service Request To Escalation

Service Request to Depot Repair

Customer Invoice to Cash

Customer Return To Credit Service Request To Entitlement Service Request to Exchange Inspect to Disposition

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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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

Insight to Campaign Plan

Product TradeIn To Order Related Flows


Concept to Release

Offerings

Oracle Business Models v 5.0

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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

Insight to Campaign Plan

Lead to Order

Concept to Profitability

Design to Release

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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Sales Force Management

High Level Flow

Sales Force Planning

Lead to Order

Opportunity to Forecast to Management Rollup

Order to Cash

Planning Compensation to Commission

Payroll to Payment

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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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

Insight to Campaign Plan

Order to Cash

Order to Status Inquiry


Automated Payment To Funds Clearing

Order Receipt to Intelligence

Offerings

Related Flows

Concept to Release

Oracle Business Models v 5.0

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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

Maintain Customer Information


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

Maintain Customer Information


Process business / party relationships as identified

Analytics to Insight

Enterprise Roles Database Marketing Manager Outside Vendor Marketing Manager

Flow Value Statement

Oracle Business Models v 5.0

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Cleanse Data to Enhance

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
Oracle Business Models v 5.0

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Analytics to Insight

Business Flow

MK7109

MK7110

MK7111

MK7112

Cleanse Data to Enhance

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

Insight to Campaign Plan

Build predictive models, based on test campaigns and determine lift

Enterprise Roles

Flow Value Statement

Marketing Manager Financial Analyst

Oracle Business Models v 5.0

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Analytics to Insight

Business Flow Value Statement

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

Oracle Business Models v 5.0

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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

Oracle Business Models v 5.0

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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

Flow Value Statement

Marketing Manager VP of Marketing

Oracle Business Models v 5.0

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Insight to Campaign Plan

Business Flow Value Statement

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
Oracle Business Models v 5.0

Modules Licensed
OM, AOM, Discoverer

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Concept to Profitability

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

Flow Value Statement

VP of Marketing Product Manager

Oracle Business Models v 5.0

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Concept to Profitability

Business Flow Value Statement

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

Oracle Business Models v 5.0

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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

Flow Value Statement

Marketing Representative

Oracle Business Models v 5.0

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Execute Campaign to Event

Business Flow Value Statement

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

Oracle Business Models v 5.0

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Execute Campaign to Direct Mail & Advertising

Business Flow

Insight to Campaign Plan Concept to Profitability

MK0731

Develop Marketing Collateral


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

Measure Marketing Activity Results

Pass Responses For Lead Qualification


Pass responses for qualification to Lead to Opportunity process

Assess Campaign results

Lead to Opportunity Concept to Profitability

Enterprise Roles

Flow Value Statement

Marketing Manager
Marketing Representative

Oracle Business Models v 5.0

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Execute Campaign to Direct Mail & Advertising

Business Flow Value Statement

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

Oracle Business Models v 5.0

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Execute Campaign to Telesales

Business Flow

MK7103

MK7127

SL7017

MK0731

Insight to Campaign Plan Concept to Profitability

Import Customer Data and Lists


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

Generate Target List


Generate previously created list in order to execute a telesales campaign

Develop Sales Interaction Scripts

Develop Marketing Collateral


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

Measure Marketing Activity Results

Inbound Call to Lead Concept to Profitability

Process of collecting, reporting and analyzing marketing activity results

Enterprise Roles

Flow Value Statement

Marketing Manager Database Marketing Manager

Oracle Business Models v 5.0

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Execute Campaign to Telesales

Business Flow Value Statement

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

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Execute Campaign to Web

Business Flow

MK7141

MK7142

Insight to Campaign Plan Concept to Profitability

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

Measure Marketing Activity Results

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

Assess Campaign results

Enterprise Roles
Marketing Manager

Flow Value Statement

Web Store Administrator

Oracle Business Models v 5.0

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Execute Campaign to Web

Business Flow Value Statement

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
Oracle Business Models v 5.0

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Execute Campaign to Email

Business Flow

MK7129

MK7130

MK7127

MK7131

Insight to Campaign Plan Concept to Profitability

Create Email Trigger


Set conditions for initiating the email campaign

Create Email Content and Define Preferences


Create email content and define preferences

Generate Target List


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

Measure Marketing Activity Results

Pass Responses For Lead Qualification


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

Lead to Opportunity Concept to Profitability

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

Flow Value Statement

Oracle Business Models v 5.0

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Execute Campaign to Email

Business Flow Value Statement

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?
Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager

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

Oracle Business Models v 5.0

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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

Flow Value Statement

Sales Manager

Oracle Business Models v 5.0

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Outbound Call to Lead

Business Flow Value Statement

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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Inbound Call to Lead

Business Flow

Execute Campaign to Telesales

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

Manage Event Registration

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

Flow Value Statement

Telesales Agent

Oracle Business Models v 5.0

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Inbound Call to Lead

Business Flow Value Statement

What does it cover?


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

Who is affected?
Marketing Manager Marketers IT Departments CEO/CIO Call Center Manager

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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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

Maintain Customer Information


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

Flow Value Statement

Process of identifying and negotiating warranty and service agreements.

Process of converting a quote into a sales order.

Oracle Business Models v 5.0

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Opportunity to Order

Business Flow Value Statement

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
Oracle Business Models v 5.0

Modules Licensed
Sales Online

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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.

Receive Screen Pop and Script


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

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

Determine Order Details


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.

Maintain Customer Information


Process of creating and maintaining customer and account information.

Negotiate Service Agreement


Process of identifying and negotiating warranty and service agreements.

Convert Quote to Order


Process of converting a quote into a sales order.

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

Flow Value Statement

Telesales Agent Sales Manager

Oracle Business Models v 5.0

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Product TradeIn to Order

Business Flow Value Statement

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

Manage Event Registration

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

Flow Value Statement

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

Oracle Business Models v 5.0

Return

49

Lead to Opportunity

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

50

Opportunity to Forecast to Management Rollup

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

Flow Value Statement

Sales Representative Sales Manager

Oracle Business Models v 5.0

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51

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

Oracle Business Models v 5.0

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52

Sales Force Planning

Business Flow

Opportunity to Forecast to Management Rollup

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

Flow Value Statement

VP of Sales Sales Representative

Oracle Business Models v 5.0

Return

53

Sales Force Planning

Business Flow Value Statement

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

Oracle Business Models v 5.0

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54

Planning Compensation to Commission

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

Flow Value Statement

Compensation Analyst

Oracle Business Models v 5.0

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55

Planning Compensation to Commission

Business Flow Value Statement

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
Oracle Business Models v 5.0

Modules Licensed
Incentive Compensation

Return

56

Service Request to Entitlement


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


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

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

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

Flow Value Statement

Oracle Business Models v 5.0

Return

57

Service Request to Entitlement

Business Flow Value Statement

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)

Oracle Business Models v 5.0

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58

Service Entitlement to Resolution


Service Request to Entitlement

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

Flow Value Statement

Oracle Business Models v 5.0

Return

59

Service Entitlement to Resolution

Business Flow Value Statement

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)

Oracle Business Models v 5.0

Return

60

Service Request to Contract

Business Flow

Service Request to Entitlement

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

Customer Invoice to Cash

Flow Value Statement

Enterprise Roles Customer Service Representative

Oracle Business Models v 5.0

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61

Service Request to Contract

Business Flow Value Statement

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

Oracle Business Models v 5.0

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62

Author to Sign Sales Contract

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.

Customer Invoice to Cash

Enterprise Roles Contract Agent Contract Manager

Flow Value Statement

Oracle Business Models v 5.0

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63

Author to Sign Sales Contract

Business Flow Value Statement

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

Oracle Business Models v 5.0

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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

Review Contract For QA Compliance


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

SL0793

SL7032

Approve Contract
Manage approvals from company signatories

Sign Contract
Complete contract terms & conditions Communicate contract terms & service level objectives.

Customer Invoice to Cash

Enterprise Roles

Flow Value Statement

Contract Agent Contract Manager

Oracle Business Models v 5.0

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65

Author to Sign Service Contract

Business Flow Value Statement

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

Oracle Business Models v 5.0

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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

Review Contract For QA Compliance


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

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

Customer Invoice to Cash

Flow Value Statement

Enterprise Roles Contract Agent

Oracle Business Models v 5.0

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67

Change or Terminate Contract

Business Flow Value Statement

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
Oracle Business Models v 5.0

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


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

Expiring Contract to Renewal

Approve Contract Renewal

Sign Contract
Complete contract terms & conditions Communicate contract terms & service level objectives.

Manage approvals from company signatories

CS7062

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

Customer Invoice to Cash

Enterprise Roles Contract Agent Contract Manager

Flow Value Statement

Oracle Business Models v 5.0

Return

69

Expiring Contract to Renewal

Business Flow Value Statement

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

Oracle Business Models v 5.0

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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 Order Details


Determine Billing Options Determine Payment Options

SL0788

SL1433

CS1411

CS7042

Convert Quote to Order


Capture customer data Create sales order Book Order

Create Extended Warranty


Generate an Extended Warranty

Maintain Customer KPI Installed Base


Update Installed Base

Verify Entitlement
View Contract entitlement to confirm that it is correct

Customer Invoice to Cash

Enterprise Roles Contract Agent

Flow Value Statement

System Automated

Oracle Business Models v 5.0

Return

71

Quote to Warranty/Extended Warranty

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

72

Registration to User Access

Business Flow

Execute Campaign to Web

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.

Web Prospect to Shopping Cart

Enterprise Roles Operations Manager

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

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73

Registration to User Access

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

74

Catalogue to Assembled Content

Business Flow

SL7360

SL7188

Personalization to Content Deployment

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.

Personalization to Content Deployment

Enterprise Roles

Flow Value Statement

IT Developer Marketing Manager

Oracle Business Models v 5.0

Return

75

Catalogue to Assembled Content

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

76

Personalization to Content Deployment

Business Flow

CM7326

MK7120

SL7361

SL7362

Catalogue to Assembled Content

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

Flow Value Statement

Catalogue to Assembled Content

IT Developer Marketing Manager

Oracle Business Models v 5.0

Return

77

Personalization to Content Deployment

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

78

Web Prospect to Shopping Cart


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

Order to Status Inquiry

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

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

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79

Web Prospect to Shopping Cart

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

80

Shopping Cart to Contract


Web Prospect to Shopping Cart

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

Opportunity to Order

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.

Order to Status Inquiry

Flow Value Statement

Enterprise Roles Contract Manager

Outside Roles Customer

Oracle Business Models v 5.0

Return

81

Shopping Cart to Contract

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

82

Order to Status Inquiry


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

Customer Invoice to Cash

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

Service Request to Entitlement

Flow Value Statement

Outside Roles Customer Roles

Oracle Business Models v 5.0

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83

Order to Status Inquiry

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

84

Automated Payment to Funds Clearing

Business Flow

CM7183

CM7184

CM7185

Order to Status Inquiry

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.

Customer Invoice to Cash

Enterprise Roles

Flow Value Statement

Outside Vendor

Oracle Business Models v 5.0

Return

85

Automated Payment to Funds Clearing

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

86

Order Receipt to Intelligence

Business Flow

CM7351

Web Prospect to Shopping Cart

Analyze Content Clicks


The process of analyzing the click stream data from electronic distribution channels.

Insight to Campaign Plan Analytics to Insight

CM7380

Customer Invoice to Cash

Analyze Customer Intelligence


Produce intelligence reports, view revenue trends, site/order statistics, and more.

Enterprise Roles VP of Marketing VP of Sales

Flow Value Statement

IT Developer Marketing Manager

Oracle Business Models v 5.0

Return

87

Order Receipt to Intelligence

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

88

Service Request to Depot Repair


CS7040 CS7053 OF1079

Business Flow
CS0023 MM1138

Web Service Request to Escalation Service Request to Entitlement


KPI

Identify Potential Solution

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

Customer Invoice to Cash


KPI

Resolve Service Request

Enterprise Roles Customer Service Rep Service Center Technician Shipping Clerk

Flow Value Statement

Complete and close the service request

Oracle Business Models v 5.0

Return

89

Service Request to Depot Repair

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Flow Value Statement

Outside Roles

Customer

Oracle Business Models v 5.0

Return

91

Registration to User Access (Self Support)

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

92

Create to Publish Content


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

Customer Feedback to Intelligence

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

Flow Value Statement

Oracle Business Models v 5.0

Return

93

Create to Publish Content

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

94

Create to Publish Knowledge

Business Flow

Knowledge Contribution to Acceptance

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

Flow Value Statement

Customer Service Representative


Content Developer Marketing Manager

Oracle Business Models v 5.0

Return

95

Create to Publish Knowledge

Business Flow Value Statement

What does it cover?


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

Oracle Business Models v 5.0

Return

96

Maintain Account to Personalize Homepage

Business Flow

SL0769

CM7326

Registration to User Access (Self-support)

Maintain Customer Information


The process of maintaining primary information about the customer.

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

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

Return

97

Maintain Account to Personalize Homepage

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

98

Knowledgebase Search to Result

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

Customer Feedback to Intelligence

Yes Customer Wants Live Assistance? No

CM7090

Request Web Callback

Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.

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

Service Request to Entitlement

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

Return

99

Knowledgebase Search to Result

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

100

Web Service Request to Escalation

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.

Knowledgebase Search to Result

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

Acceptable Answer Retrieved

No

Create Service Request


The process of the enduser creating the service request, including entering contact information, product information, and problem information.

Request Web Callback

Yes

Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.
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

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

Return

101

Web Service Request to Escalation

Business Flow Value Statement

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?
Customer Service Mgrs.

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

Oracle Business Models v 5.0

Return

102

Forum Posting to Response

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.

Acceptable Answer Retrieved


CM7090

No

Request Web Callback


Yes Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.

Service Request to Entitlement

Customer Wants Live Assistance? No

Outside Roles

Customer
Knowledge Contribution to Acceptance

Flow Value Statement

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

Enterprise Roles Customer Service Representative

Oracle Business Models v 5.0

Return

103

Forum Posting to Response

Business Flow Value Statement

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?
Customer Service Mgrs.

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

Oracle Business Models v 5.0

Return

104

Knowledge Contribution to Acceptance

Business Flow

CM7336

Forum Posting to Response

Review & Validate Forum Posting


Company representative reviews forum posting, recreates issue situation and tests suggested response for validation.

Solution validated?

Yes Create to Publish Knowledge

No

CM7337

Remedy Inaccurate Posting


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

Flow Value Statement

Enterprise Roles Customer Service Representative

Oracle Business Models v 5.0

Return

105

Knowledge Contribution to Acceptance

Business Flow Value Statement

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
Oracle Business Models v 5.0

Modules Licensed
i support

Return

106

Install Base Update to Product Return

Business Flow

CS1411

CM7068

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

Maintain Customer Installed Base


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

Customer Feedback to Intelligence

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.

Request Web Callback


Customer requests a callback from either a Sales or Service agent who can answer questions or give assistance.

Service Request to Entitlement

CS1411

KPI

Maintain Customer Installed Base


Email Inquiry to Response

Flow Value Statement

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

Enterprise Roles Customer Service Representative

Outside Roles Customer

Oracle Business Models v 5.0

Return

107

Install Base Update to Product Return

Business Flow Value Statement

What does it cover?


Viewing/verifying/updating install base information Verifying entitlement to support Create Return Material Authorization (RMA)

Who is affected?
Customer Service Mgrs.

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
Oracle Business Models v 5.0

Modules Licensed
iSupport Interaction Center Technologies TeleService

Return

108

Email Inquiry to Response

Business Flow

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

CM7340

Customer Initiates Email Inquiry


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

Issue resolved via email?

Yes Customer Feedback to Intelligence

Flow Value Statement

Outside Roles Customer

Oracle Business Models v 5.0

Return

109

Email Inquiry to Response

Business Flow Value Statement

What does it cover?


Viewing/verifying/updating install base information Verifying entitlement to support Create Return Material Authorization (RMA)

Who is affected?
Customer Service Mgrs.

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
Oracle Business Models v 5.0

Modules Licensed
iSupport Interaction Center Technologies TeleService eMail Center

Return

110

Customer Feedback to Intelligence

Business Flow

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

CM7350

Analyze Customer Feedback


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

Flow Value Statement

Marketing Manager Customer Service Manager

Oracle Business Models v 5.0

Return

111

Customer Feedback to Intelligence

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Determine Order Details


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

Maintain Customer Information


The process of maintaining primary information about the customer.

Convert Quote to Order


Process of converting a quote into a sales order.

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

Flow Value Statement

Oracle Business Models v 5.0

Return

113

Configure Quote to Order

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

114

Service Request to Intelligence

Business Flow

CS1415

CS0834

CS7164

Service Entitlement to Resolution

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

Flow Value Statement

Oracle Business Models v 5.0

Return

115

Service Request to Intelligence

Business Flow Value Statement

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)

Oracle Business Models v 5.0

Return

116

Service Request to Exchange

Business Flow

CS1411

CS7053

OF1079

Yes Advance Exchange? No

Service Request to Entitlement

Maintain Customer Installed Base

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

Maintain Customer Installed Base

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

Update Installed Base

Yes Advance Exchange? No

MM1138

CS7044

Receive Material - Customer


Receive exchanged product Tear-down and inspect

Customer Return to Credit Inspect to Disposition


KPI

Resolve Service Request

Customer Invoice to Cash

Close the service request Enterprise Roles Customer Service Rep

Flow Value Statement

Shipping Clerk

Oracle Business Models v 5.0

Return

117

Service Request to Exchange

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

118

Service Request to Parts Replenishment

Business Flow

Service Request to Dispatch

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

Flow Value Statement

Field Engineer

Oracle Business Models v 5.0

Return

119

Service Request to Parts Replenishment

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

120

Service Request to Dispatch

Business Flow

CS7040

CS0801

CS0803

Service Request to entitlement Web Service Request to Escalation


KPI

Identify Potential Solution

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

Dispatch to Technician Move Order

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

Resolve Service Request

Maintain Customer KPI Installed Base


Update Installed Base

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

Flow Value Statement

Oracle Business Models v 5.0

Return

121

Service Request to Dispatch

Business Flow Value Statement

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)
Oracle Business Models v 5.0

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

122

Analyze to Agreement

Business Flow

PR0131

PR0135

PR0152

PR0139

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

Flow Value Statement

Buyer

Oracle Business Models v 5.0

Return

123

Analyze to Agreement

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

124

Requisition to Receipt Indirect

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

Supplier Invoice to Payment

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

Flow Value Statement

Oracle Business Models v 5.0

Return

125

Requisition to Receipt Indirect

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

126

Supplier Return to Debit

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.

Supplier Invoice to Payment

Enterprise Roles Shipping Clerk Accounts Payable Clerk

Flow Value Statement

Outside Roles

Supplier

Oracle Business Models v 5.0

Return

127

Supplier Return to Debit

Business Flow Value Statement

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?


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

Modules Licensed
Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management

Oracle Business Models v 5.0

Return

128

Supplier Return to Replacement


Requisition to Receipt Indirect Inspect to Disposition

Business Flow

MM1142

MM1923

MM1924

KPI

Return Supplier Material

Prepare Material for Shipment

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.

Inspect to Disposition

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.

Flow Value Statement

Outside Roles Supplier

Oracle Business Models v 5.0

Return

129

Supplier Return to Replacement

Business Flow Value Statement

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?


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

Modules Licensed
Purchasing iProcurement iSupplier Portal Exchange Marketplace Order Management

Oracle Business Models v 5.0

Return

130

Order to Customer Invoice

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.

Customer Invoice to Cash

Enterprise Roles Customer Service Representative

Flow Value Statement

Credit Manager

Oracle Business Models v 5.0

Return

131

Order to Customer Invoice

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

132

Customer Return to Credit

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


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

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

Inspect to Disposition

Enterprise Roles Customer Service Representative Accounts Receivable Clerk

Flow Value Statement

Receiving Clerk

Oracle Business Models v 5.0

Return

133

Customer Return to Credit

Business Flow Value Statement

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
Order Management and Logistics
Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)

iStore Financials/iReceivables
134

Oracle Business Models v 5.0

Return

Customer Return to Replacement

Business Flow

OF1079

MM1135

MM1138

OF1069

Customer Invoice to Cash

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

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

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

Prepare Material for Shipment


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

Flow Value Statement

Oracle Business Models v 5.0

Return

135

Customer Return to Replacement

Business Flow Value Statement

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
Order Management and Logistics
Configurator Advanced Pricing Warehouse Management MSCA/Transportation (Future)

iStore Financials/iReceivables
136

Oracle Business Models v 5.0

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

Flow Value Statement

Compensation Analyst

Oracle Business Models v 5.0

Return

137

Relate to Retain

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

138

Supplier Invoice to Payment


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

Supplier Return to Debit

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

Flow Value Statement

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

Oracle Business Models v 5.0

Return

139

Supplier Invoice to Payment

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

140

Supplier Invoice to Payment


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

Supplier Return to Debit

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

Flow Value Statement

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

Oracle Business Models v 5.0

Return

141

Supplier Invoice to Payment

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

142

Dispatch to Technician Move Order

Business Flow

CS7046

CS0801

CS7050

Service Request to Dispatch

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

Service Request to Dispatch

Enterprise Roles Field Service Dispatcher

Flow Value Statement

Shipping Clerk Field Engineer

Oracle Business Models v 5.0

Return

143

Dispatch to Technician Move Order

Business Flow Value Statement

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

Credit Approval to Customer

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

Flow Value Statement

Accounts Receivable Clerk Accounts Receivable Manager

Oracle Business Models v 5.0

Return

145

Credit Approval to Customer

Business Flow Value Statement

What does it cover?


Evaluate customers credit worthiness Determine credit limits Manage customer credit holds

Who is affected?
Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?


Reduced receivables defaults with increase evaluation of customers

Modules Licensed
Financials

Oracle Business Models v 5.0

Return

146

Customer Invoice to Cash

Business Flow

OF1027

Generate Customer Invoices from Sales Orders


Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product 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

Maintain Credit Memos

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

Flow Value Statement

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

Oracle Business Models v 5.0

Return

147

Customer Invoice to Cash

Business Flow Value Statement

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?
Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?


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

Modules Licensed
Financials

Oracle Business Models v 5.0

Return

148

Customer Invoice to Cash

Business Flow

OF1027

Generate Customer Invoices from Sales Orders


Contract to Renewal Contact to Resolution Order to Cash Credit Approval to Customer Customer Statement to Collections Product 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

Maintain Credit Memos

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

Flow Value Statement

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

Oracle Business Models v 5.0

Return

149

Customer Invoice to Cash

Business Flow Value Statement

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?
Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?


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

Modules Licensed
Financials

Oracle Business Models v 5.0

Return

150

Proposal to Project Contract


Opportunity to Forecast to Management Rollup

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.

Plan to Project Budget

Enterprise Roles
Sales Representative Legal Council Outside Roles Contract Agent Sales Manager

Flow Value Statement

Customer

Oracle Business Models v 5.0

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151

Proposal to Project Contract

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

152

Plan to Project Budget


PM5803 PM5806 PM5809

Business Flow
PM5812

Proposal to Project Contract

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

Flow Value Statement

The project is approved.

Enterprise Roles Project Manager Financial Analyst

Oracle Business Models v 5.0

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153

Plan to Project Budget

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

154

Project to Staffing
PM5728 PM5734 PM5737

Change to Assign Resources Business Flow

PM5749

Plan to Project Budget

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

Flow Value Statement

Resource Manager

Oracle Business Models v 5.0

Return

155

Project to Staffing

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

156

Project Execution to Invoice / Asset


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

Flow Value Statement

Analysis to Project Closure

Oracle Business Models v 5.0

Return

157

Project Execution to Invoice / Asset

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

158

Analysis to Project Closure

Business Flow

PM5833

PM5863

PM5839

PM5873

Project Execution to Invoice / Asset

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.

Flow Value Statement

Enterprise Roles Project Manager

Oracle Business Models v 5.0

Return

159

Analysis to Project Closure

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

160

Utilization to Forecast

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

Flow Value Statement

Staffing Manager

Oracle Business Models v 5.0

Return

161

Utilization to Forecast

Business Flow Value Statement

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

Oracle Business Models v 5.0

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.

Supplier Invoice to Payment

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

Flow Value Statement

Payroll to Payment

HR Manager Payroll Administrator

Oracle Business Models v 5.0

Return

163

Termination to Payroll

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Flow Value Statement

Benefits Analyst Payroll Administrator

Oracle Business Models v 5.0

Return

165

Benefits to Payroll

Business Flow Value Statement

What does it cover?


Definition and Management of any Standard Benefits (Core HR) Set up of Flexible Benefits (OAB) Enrolment and elections Cafeteria style 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

Oracle Business Models v 5.0

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

Flow Value Statement

Enterprise Roles HR Representative

Oracle Business Models v 5.0

Return

167

Employee Incident to Workers Compensation

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Strategic Staffing to Hire

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.

Perform Compensation Administration


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

Termination to Payroll
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

Flow Value Statement

Oracle Business Models v 5.0

Return

169

Deploy to Achieve

Business Flow Value Statement

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

Oracle Business Models v 5.0

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.

Bank Statement to Cash Reconciliation Subledger Journals to Post

Enterprise Roles

Flow Value Statement

Payroll Administrator Payroll Tax Specialist

Oracle Business Models v 5.0

Return

171

Payroll to Payment

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

172

Time Collection to Payroll Processing

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

Flow Value Statement

HR Manager Payroll Administrator

Oracle Business Models v 5.0

Return

173

Time Collection to Payroll Processing

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Flow Value Statement

Accounts Payable Clerk Fixed Asset Accountant

Oracle Business Models v 5.0

Return

175

Receipt to Assets

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

176

Assets to Depreciation

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

Flow Value Statement

Accounting Manager Tax Accountant

Oracle Business Models v 5.0

Return

177

Assets to Depreciation

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

178

Bank Statement to Cash Reconciliation

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.

Period End Close to Financial Reports

Enterprise Roles

Flow Value Statement

Accountant Accounting Manager

Oracle Business Models v 5.0

Return

179

Bank Statement to Cash Reconciliation

Business Flow Value Statement

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

Oracle Business Models v 5.0

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.

Period End Close to Financial Reports

Enterprise Roles Financial Analyst

Flow Value Statement

Director of Finance VP of Finance

Oracle Business Models v 5.0

Return

181

Budgets to Approval

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

182

Cash Forecast to Funds Transfer

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

Flow Value Statement

Accountant Accounting Manager

Oracle Business Models v 5.0

Return

183

Cash Forecast to Funds Transfer

Business Flow Value Statement

What does it cover?


Collect cash information Manage cash flow Transfer funds

Who is affected?
Accountant Accounting Manager

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

Oracle Business Models v 5.0

Return

184

Customer Statement to Collections


Customer Invoice to Cash

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

Flow Value Statement

Accounts Receivable Clerk Customer Accounts Receivable Manager

Oracle Business Models v 5.0

Return

185

Customer Statement to Collections

Business Flow Value Statement

What does it cover?


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

Who is affected?
Accounts Receivable Clerk Accounts Receivable Manager

Where is the ROI?


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

Modules Licensed
Financials

Oracle Business Models v 5.0

Return

186

Expense Report to Invoice

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

Flow Value Statement

Approval Manager

Accounts Payable Clerk

Oracle Business Models v 5.0

Return

187

Expense Report to Invoice

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

188

Intercompany Journals to Post

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.

Period End Close to Financial Reports

Flow Value Statement

Enterprise Roles Accountant

Oracle Business Models v 5.0

Return

189

Intercompany Journals to Post

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Post Journal Entries


Journals are posted in the General Ledger.

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

Oracle Business Models v 5.0

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

Post Journal Entries


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

Flow Value Statement

Accountant Accounting Manager

Oracle Business Models v 5.0

Return

192

Period End Close to Financial Reports

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

193

Subledger Journals to Post


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

Post Journal Entries


Journals are posted in the General Ledger.

Enter journals.

Period End Close to Financial Reports

Enterprise Roles

Flow Value Statement

Accountant

Oracle Business Models v 5.0

Return

194

Subledger Journals to Post

Business Flow Value Statement

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

Oracle Business Models v 5.0

Return

195

Strategic Staffing to Hire


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

Flow Value Statement

Oracle Business Models v 5.0

Return

196

Strategic Staffing to Hire

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Perform Compensation Administration


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

Flow Value Statement

Compensation Analyst Employee

Oracle Business Models v 5.0

Return

198

Develop to Succeed

Business Flow Value Statement

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

Oracle Business Models v 5.0

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

Flow Value Statement

Compensation Analyst Employee

Oracle Business Models v 5.0

Return

200

Assess to Progress

Business Flow Value Statement

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

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

Oracle Business Models v 5.0

Return

201