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Business Process BlueprintThorough - Complete - Accurate
Flowchart (BPMN Standard Notation)
Process Definition Document
Final: Version 1.0
LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:PDD-Receive Record and Respond to a Request for Service-V1.docx 8/27/10 12:40 PM Page 1 of 5
Process Definition Document:
Receive, Record, and Intially Respond to a (Telephonic) Request for Service CURRENT State: as of January 15, 2011
Process Overview
This is the first of a series of processes focused on identifying, acknowledging, classifying, diagnosing, recording, and resolving Customer requests for service. This particular process focues on the work involved in handling a Customer who calls our Company’s “Customer Service Hotline” to request service.
Process Goal
The goal of this process is to receive, recognize, acknowledge, and initiate diagnosis and resolution of a Customer’s request for service
Process Objectives • Recognize/identify a request
• To communicate (to the Customer) our acknowledgement of that request
• To attempt to quickly and effectively diagnose and resolve the request (“one-call resolution”)
• If unable to resolve the request within a pre-defined timeframe, then to quickly route the incoming call to a “live” Level 1 Customer Support Representative (CSR)
• If unable to route to a live CSR, quickly route the call to the “Customer Service Hotline” voicemail account
• To provide (via “screen pops”) the CSR with the calling Customer’s account, contact, and service history data, immediately before, or within seconds of physically answering the phone call
• If Customer is calling to have a problem resolved:
o Conduct a quick, initial, and accurate diagnosis of a problem
o Attempt to quickly and correctly resolve the problem
• If the Customer is calling for other reasons, to either attempt to resolve or quickly route the Customer to the appropriate resource
• To record all activities and tasks involved in servicing the request
Definition of a Request for Service • “Service” is broadly defined as either a reactive or proactive activity, or set of activites, which are designed to
help and support a Customer’s use of our company’s products and services
• Customers contact our Customer Support department for a variety of reasons including:
o To report a problem, percieved defect, interruption in service, or because they believe the product or service is not performing to expectations – with the valid expectation of quick resolution
o To seek help in using one of our products/services
o To submit a suggestion or complaint
o To resolve invoicing and billing issues
• When a Customer makes contact with us we determine if the contact is based on a new incident or a previously reported incident
• Our company strategy is to track the diagnostic and resolution details, activities, and tasks related to the Customer’s request for service
o The primary record is called a “Service Record”
Logical Data Model
Roles & Responsibilities MatrixKey Performance Indicators
Business Rules Matrix
Process Language Glossary
The Process Catalog
Supporting/Additional Documentation
www.TheProcessWriter.com
Software Requirements
SocialMedia
Learning
Software Test Plans& Scripts
RapideLearning
BlogsWeb Communities/Forums
Training VideosMobile Learning
Online HelpUser Manuals
Job AidsWork Instructions
Final: Version 1.0
LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:PDD-Receive Record and Respond to a Request for Service-V2.docx 8/27/10 12:40 PM Page 2 of 5
o Each “Service Record” includes a set of one or more “Activity Record(s)” which describe one or more activities and/or tasks performed by individual Customer Support Representatives and other performers with diagnostic/resolution responsibilities
Initiating Business Event(s) • The Receive, Record, and Initially Respond to a Request for Service process initiated when a Customer
decides, or identifies a need to contact or Company for support
• The Customer can initiate contact with us via the telephone, our Customer Support Web page, or E-mail
o NOTE: This document only covers telephonic requests See these other Process Definition Documents for details on Web-based and E-mail-based
requests: • Receive, Record, and Initially Respond to a (Web) Request for Service • Receive, Record, and Initially Respond to a (E-mail) Request for Service
Process Diagram (High Level)
Process Procedure/Sequence: 1. Customer dials the Customer Service Hotline
2. The telephone system (the “switch” or ACD) routes the call to the first available CSR
3. In parallel to the routing, the ACD sends “Caller ID” data to the CTI Server
4. The CTI Server queries our customer database system for specific customer data
5. If query is successful, CTI Server sends that data to the CSR’s computer
6. The CSR’s computer automatically opens/displays a window of customer data (the “screen pop”) on the CSR’s desktop computer on the first ring of the CSR’s telset
7. The CSR greets the Customer
8. The CSR attempts to quickly diagnose and resolve the problem/question (or record the Customer’s suggestion or comment)
9. If the CSR is unqualified or unable to diagnose and resolve, the CSR will attempt to transfer the call to another resource
10. The outcome (CSR resolves or delegates) is recorded on a Service Record
Final: Version 1.0
LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:PDD-Receive Record and Respond to a Request for Service-V2.docx 8/27/10 12:40 PM Page 3 of 5
Process Roles and Responsibilities
Process Performer/Role Process Responsibilities
Customer • Initiate contact with us and explain the
problem, issue, complaint, request for information
• Perform resolution activties
Customer Service Representative – Level 1 (CSR-L1) • Answer the phone • Perform initial diagnostics and
resolution tasks • Determine the applicability of
delegating diagnosis/resolution to “higher” support levels or to another entity
• Record details of diagnosis/resolution/delegation
Customer Service Representative – Level 2 (CSR-L2)
(within the context of this process)
• Receive and acknowledge delegation requests
Other Entity
(within the context of this process)
• Receive and acknowledge delegation requests
Business Rules: • A Customer can be served by any combination of CSR-L1, CSR-L2, or Other Entity • Within the scope of a single call to the Customer Support Hotline, a Customer may request one or more unique
service requests • There must be at least one or more Service Request Activity records created for each distinct Service Request
record • A CSR-L1 can only work with one Customer at a time • A CSR-L1 can delegate/escalate diagnostics and resolution activities to one or more CSR-L2’s or other Entities • An individual Service Request only pertains to a single Customer • More…
Business Rules Matrix
Customer CSR-L1 CSR-L2 Service
Request
Service Request Activity
Other Entity
Customer 1,0 1, 0, M 1, M 1, M 1, 0, M CSR-L1 1 1, 0, M 1, 0, M 1, 0, M 1, 0, M CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M Service Request 1 1 1, 0, M 1, M N/A Service Request Activity M 1 1, 0, M 1, M 1, 0 Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M
Custo
mer
CSR
EVENT:Customer decides to
request service
Customer dials[ 1-800-123-4567 ]
CSR answers call
Customer navigates to Home page, then clicks Support tab
Process Flowchart:
Created by: Jim Reardan Updated on: Mon Jul 15 2013
Current State
Version 1
Receive, Record, and Initially Respond to a Request for Service
Source filename: Receive Record and Respond to a Request for Service-V2.graffle
Customer chooses to request via Web browser
Customer chooses to request via Phone
Customer chooses to request via E-mail
System displays Support page
Customer clicks Request Support
button
GO TOReceive, Record, and
Respond to Web-originated Request for Service
Customer sends E-mail to
[ [email protected] ]GO TO
Receive, Record, and Respond to E-mails in
[email protected] inbox
ACD/CTI Routes Call
+ FROM:Route Incoming Call: Call Routed to CSR
CSR does NOT
answer call
After five rings
Greet unidentified Customer and ask
for identification data
ACD/CTI routing captured Customer data
ACD/CTI routing DID NOT capture Customer data Customer
provides identification info
EVENT:ACD/CTI
rings CSR's telephone
What if Customer refuses to be identified?
Query Customer database
READ Record
Q
R
Customer record found
Customer record NOT found
CSR-L1 asks Customer for permission to verify key data
Customer allows key data verification
Customer DENIES key data verification Tell Customer "It's
OK, I'll still help."
Confirm key dataCustomer explains
nature of the request for service
Create new Customer Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
Customer explains nature of the
request for service
Create new Phantom Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
CSR decides to assume resolution responsibility
Decide to delegate resolution responsibility
Conducts Initial Diagnostics
+
Result of Initial Diagnostics procedure(s) determines CSR-L1's ability or authorization to attempt resolution
Attempt to resolve while Customer is
on the phone
Delegate to Level 2 CSR
(CSR-L2)
Delegate to Other Internal
Entity
Update C/P Service Record
UPDATE Record
Successfully resolves
Unable to resolve or more time is needed to resolve
Update C/P Service Record
10 minute threshold
END
GO TOReceive and Respond to Delegated Request for
Service
Update C/P Service Record
UPDATE Record
UR -1
UPDATE Record
UR -2
UPDATE Record
UR -3
UR -4
X
X X
X
X X
X X
X
X
GLOBALPROCESS
Current State
Update Records
Phone Any 9 digits, no dash or ()
Billing AddressAddr1Addr2City, ST Zip
Account Name
Data Entry Field
Any Alphanumeric
Valid Values
UR-1Account record
Resolution Category (picklist): { choose from list }
Action Result (picklist): Resolved
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-2SR Activity record
Action Result (picklist): Delegate to CSR-L2
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-3SR Activity record
Action Result (picklist): Delegate to [ entity name ]
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-4SR Activity record
FILE: 1 - Enterprise Processes List.xls TAB:ALL Processes List5/13/15 8:53 AM
(L1) Major Processes (L2) Sub-Processes (L3) Sub-Processes, First Level
Generate and send invoice
Receive, Diagnose and Resolve a Customer's Billing Dispute
Issue a credit, refund, or return
Receive a Payment from a Customer
Process Debit/Credit Card Transaction
Find and Setup Content Provider Negotiate Content License
Calculate and Pay Royalties
Conduct Online Chat with Customer
Deliver IVR-based Customer Support Services
Assist Customer to Reset Password
Receive, Record, and Initially Respond to a Request for Service Receive and Respond to Escalated.Delegated Request for Service
Schedule User Training
Conduct user Trainng
Process Customer's request to "Opt-Out" of E-mails
Process Customer's request to "Opt-Out" of research support
Plan and Conduct a User Satisfaction Survey
Respond to support request
Proactively support sales rep
Notify LexisNexis (Human) Resource About Customer/Prospect Communication
Create/Update/Delete User's Personal Profile
Create/Update/Delete User's Functional and Data Access settings
Update an Account's tax status
Plan Field Route visits
Conduct Field Route visits
Receive CLE Training
Setup Company Profile
Setup Company Preferences
Setup System Administartor(s) Setup Administrator Profile and Capabilities (Functional/View/Data Access)
Setup Self-Service Tool User Preferences
Service/Support Customer
Collect Payment
Invoice Customer
Plan and Conduct Conduct User Training
Enterprise Processes List
Setup Company/Account Profile and Preferences) in Self-Service Tool
Support Sales Rep
Setup and Pay Royalties
(Customer) Administers Self-Service Tool
Administer Customer Portal Web site(Customer performs this process)
Create/Update/Delete User
Cus
tom
erC
SR
EVENT:Customer decides to
request service
Customer dials[ 1-800-123-4567 ]
CSR answers call
Customer navigates to Home page, then clicks Support tab
Process Flowchart:
Created by: Jim Reardan Updated on: Wed May 13 2015
Current State
Version 1
Receive, Record, and Initially Respond to a Request for Service
Source filename: 2 - BPMN-Receive Record and Respond to a Request for Service-V2.graffle
Customer chooses to request via Web browser
Customer chooses to request via Phone
Customer chooses to request via E-mail
System displays Support page
Customer clicks Request Support
button
GO TOReceive, Record, and
Respond to Web-originated Request for Service
Customer sends E-mail to
[ [email protected] ]GO TO
Receive, Record, and Respond to E-mails in
[email protected] inbox
ACD/CTI Routes Call
+ FROM:Route Incoming Call: Call Routed to CSR
CSR does NOT
answer call
After five rings
Greet unidentified Customer and ask
for identification data
ACD/CTI routing captured Customer data
ACD/CTI routing DID NOT capture Customer data Customer
provides identification info
EVENT:ACD/CTI
rings CSR's telephone
What if Customer refuses to be identified?
Query Customer database
READ Record
Q
R
Customer record found
Customer record NOT found
CSR-L1 asks Customer for permission to verify key data
Customer allows key data verification
Customer DENIES key data verification
X
X X
X
X
GLOBALPROCESS
Current State
Cus
tom
erC
SR
Tell Customer "It's OK, I'll still help."
Confirm key dataCustomer explains
nature of the request for service
Create new Customer Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
Customer explains nature of the
request for service
Create new Phantom Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
CSR decides to assume resolution responsibility
Decide to delegate resolution responsibility
Conducts Initial Diagnostics
+
Result of Initial Diagnostics procedure(s) determines CSR-L1's ability or authorization to attempt resolution
Attempt to resolve while Customer is
on the phone
Delegate to Level 2 CSR
(CSR-L2)
Delegate to Other Internal
Entity
Update C/P Service Record
UPDATE Record
Successfully resolves
Unable to resolve or more time is needed to resolve
Update C/P Service Record
10 minute threshold
END
Update C/P Service Record
UPDATE Record
UR -1
UPDATE Record
UR -2
UPDATE Record
UR -3
UR -4
X
X X
X
X
Receive and Respond to
Delegated Request for Service
Update Records
Phone Any 9 digits, no dash or ()
Billing AddressAddr1Addr2City, ST Zip
Account Name
Data Entry Field
Any Alphanumeric
Valid Values
UR-1Account record
Resolution Category (picklist): { choose from list }
Action Result (picklist): Resolved
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-2SR Activity record
Action Result (picklist): Delegate to CSR-L2
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-3SR Activity record
Action Result (picklist): Delegate to [ entity name ]
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-4SR Activity record
Data Tables
Cus
tom
erC
SR
EVENT:Customer decides to
request service
Customer dials[ 1-800-123-4567 ]
CSR answers call
Customer navigates to Home page, then clicks Support tab
Process Flowchart:
Created by: Jim Reardan Updated on: Wed May 13 2015
Current State
Version 1
Receive, Record, and Initially Respond to a Request for Service
Source filename: 2 - BPMN-Receive Record and Respond to a Request for Service-V2.graffle
Customer chooses to request via Web browser
Customer chooses to request via Phone
Customer chooses to request via E-mail
System displays Support page
Customer clicks Request Support
button
GO TOReceive, Record, and
Respond to Web-originated Request for Service
Customer sends E-mail to
[ [email protected] ]GO TO
Receive, Record, and Respond to E-mails in
[email protected] inbox
ACD/CTI Routes Call
+ FROM:Route Incoming Call: Call Routed to CSR
CSR does NOT
answer call
After five rings
Greet unidentified Customer and ask
for identification data
ACD/CTI routing captured Customer data
ACD/CTI routing DID NOT capture Customer data Customer
provides identification info
EVENT:ACD/CTI
rings CSR's telephone
What if Customer refuses to be identified?
Query Customer database
READ Record
Q
R
Customer record found
Customer record NOT found
CSR-L1 asks Customer for permission to verify key data
Customer allows key data verification
Customer DENIES key data verification Tell Customer "It's
OK, I'll still help."
Confirm key dataCustomer explains
nature of the request for service
Create new Customer Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
Customer explains nature of the
request for service
Create new Phantom Service
Record
CREATE Record
See "New Service Record Data Entry Requirements" document(filename = NewSR-DER.docx)
CSR decides to assume resolution responsibility
Decide to delegate resolution responsibility
Conducts Initial Diagnostics
+
Result of Initial Diagnostics procedure(s) determines CSR-L1's ability or authorization to attempt resolution
Attempt to resolve while Customer is
on the phone
Delegate to Level 2 CSR
(CSR-L2)
Delegate to Other Internal
Entity
Update C/P Service Record
UPDATE Record
Successfully resolves
Unable to resolve or more time is needed to resolve
Update C/P Service Record
10 minute threshold
END
Update C/P Service Record
UPDATE Record
UR -1
UPDATE Record
UR -2
UPDATE Record
UR -3
UR -4
X
X X
X
X X
X X
X
X
GLOBALPROCESS
Current State
Update Records
Phone Any 9 digits, no dash or ()
Billing AddressAddr1Addr2City, ST Zip
Account Name
Data Entry Field
Any Alphanumeric
Valid Values
UR-1Account record
Resolution Category (picklist): { choose from list }
Action Result (picklist): Resolved
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-2SR Activity record
Action Result (picklist): Delegate to CSR-L2
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-3SR Activity record
Action Result (picklist): Delegate to [ entity name ]
Action Note Any alphanumeric data
Action Type
Data Entry Field
(picklist): Initial Diagnosis
Valid Values
UR-4SR Activity record
Receive and Respond to
Delegated Request for Service
Data Tables
Page 1 of 5
Process Definition Document:
Receive, Record, and Initially Respond to a Request for Service CURRENT State
Process Overview
This is the first of a series of processes focused on identifying, acknowledging, classifying, diagnosing, recording, and resolving Customer requests for service. This particular process focuses on the work involved in handling a Customer who calls our Company’s “Customer Service Hotline” to request service.
Process Goal
The goal of this process is to receive, recognize, acknowledge, and initiate diagnosis and resolution of a Customer’s request for service
Process Objectives • Recognize/identify a request
• To communicate (to the Customer) our acknowledgement of that request
• To attempt to quickly and effectively diagnose and resolve the request (“one-call resolution”)
• If unable to resolve the request within a pre-defined timeframe, then to quickly route the incoming call to a “live” Level 1 Customer Support Representative (CSR)
• If unable to route to a live CSR, quickly route the call to the “Customer Service Hotline” voicemail account
• To provide (via “screen pops”) the CSR with the calling Customer’s account, contact, and service history data, immediately before, or within seconds of physically answering the phone call
• If Customer is calling to have a problem resolved:
o Conduct a quick, initial, and accurate diagnosis of a problem
o Attempt to quickly and correctly resolve the problem
• If the Customer is calling for other reasons, to either attempt to resolve or quickly route the Customer to the appropriate resource
• To record all activities and tasks involved in servicing the request
Definition of a Request for Service • “Service” is broadly defined as either a reactive or proactive activity, or set of activities, which are designed to
help and support a Customer’s use of our company’s products and services
• Customers contact our Customer Support department for a variety of reasons including:
o To report a problem, perceived defect, interruption in service, or because they believe the product or service is not performing to expectations – with the valid expectation of quick resolution
o To seek help in using one of our products/services
o To submit a suggestion or complaint
o To resolve invoicing and billing issues
• When a Customer makes contact with us we determine if the contact is based on a new incident or a previously reported incident
Page 2 of 5
• Our company strategy is to track the diagnostic and resolution details, activities, and tasks related to the Customer’s request for service
o The primary record is called a “Service Record”
o Each “Service Record” includes a set of one or more “Activity Record(s)” which describe one or more activities and/or tasks performed by individual Customer Support Representatives and other performers with diagnostic/resolution responsibilities
Initiating Business Event(s) • The Receive, Record, and Initially Respond to a Request for Service process initiated when a Customer
decides, or identifies a need to contact or Company for support
• The Customer can initiate contact with us via the telephone, our Customer Support Web page, or E-mail
o NOTE: ! This document only covers telephonic requests ! See these other Process Definition Documents for details on Web-based and E-mail-based
requests: • Receive, Record, and Initially Respond to a (Web) Request for Service • Receive, Record, and Initially Respond to a (E-mail) Request for Service
Process Diagram (High Level)
Process Procedure/Sequence: 1. Customer dials the Customer Service Hotline
2. The telephone system (the “switch” or ACD) routes the call to the first available CSR
3. In parallel to the routing, the ACD sends “Caller ID” data to the CTI Server
4. The CTI Server queries our customer database system for specific customer data
5. If query is successful, CTI Server sends that data to the CSR’s computer
6. The CSR’s computer automatically opens/displays a window of customer data (the “screen pop”) on the CSR’s desktop computer on the first ring of the CSR’s telset
7. The CSR greets the Customer
8. The CSR attempts to quickly diagnose and resolve the problem/question (or record the Customer’s suggestion or comment)
9. If the CSR is unqualified or unable to diagnose and resolve, the CSR will attempt to transfer the call to another resource
10. The outcome (CSR resolves or delegates) is recorded on a Service Record
Page 3 of 5
Process Roles and Responsibilities
Process Performer/Role Process Responsibilities
Customer • Initiate contact with us and explain the
problem, issue, complaint, request for information
• Perform resolution activties
Customer Service Representative – Level 1 (CSR-L1) • Answer the phone • Perform initial diagnostics and
resolution tasks • Determine the applicability of
delegating diagnosis/resolution to “higher” support levels or to another entity
• Record details of diagnosis/resolution/delegation
Customer Service Representative – Level 2 (CSR-L2)
(within the context of this process)
• Receive and acknowledge delegation requests
Other Entity
(within the context of this process)
• Receive and acknowledge delegation requests
Business Rules: • A Customer can be served by any combination of CSR-L1, CSR-L2, or Other Entity • Within the scope of a single call to the Customer Support Hotline, a Customer may request one or more unique
service requests • There must be at least one or more Service Request Activity records created for each distinct Service Request
record • A CSR-L1 can only work with one Customer at a time • A CSR-L1 can delegate/escalate diagnostics and resolution activities to one or more CSR-L2’s or other Entities • An individual Service Request only pertains to a single Customer
Business Rules Matrix
Customer CSR-L1 CSR-L2 Service
Request
Service Request Activity
Other Entity
Customer 1,0 1, 0, M 1, M 1, M 1, 0, M CSR-L1 1 1, 0, M 1, 0, M 1, 0, M 1, 0, M CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M Service Request 1 1 1, 0, M 1, M N/A Service Request Activity M 1 1, 0, M 1, M 1, 0 Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M
Page 4 of 5
Process Measurements:
Key Performance Indicators
Process Name: Receive, Record, and Initially Respond to a Service Request
1 Abandon rate of incoming phone calls 11 Contact frequency
2 First-call resolution rate 12 Average # of incidents handled by each CSR-L1
3 Average speed to answer phone call 13 Average abandonment time
4 % of calls answered within set timeframe 14 Average queue time of incoming phone calls
5 Average number of calls per service request 15 Answered calls per hour
6 % of customers that are satisfied 16 % of misrouted calls
7 Average talk time of phone calls 17 Average number of calls to resolve issue/problem
8 Average cost per incoming phone call 18 % of CSR-L1's work time spent speaking to callers
9 Agent utilization 19 % of CSR-L2's work time spent speaking to callers
10 % of calls transferred 20 Number of Escalations
Process Controls • Control of process initiation:
o External control by Customer only • Control of process tasks execution
o ACD/CTI routes inbound call to either first available CSR-L1 or to Voicemail o Throughout the day, CSR Supervisor randomly watches CSR-L1’s at their workstations o CSR Supervisor is alerted via text message if ACD/CTI system fails or falls below response time threshold o At the beginning of each hour, CSR Supervisor looks at “dashboard” to monitor activity levels o CSR Supervisor receives text message alert when any Voicemail message remains in mailbox for longer
than three business hours • Control of process completion
o CSR Supervisor receives text message alert whenever a Service Record remains unresolved after 24 clock hours
Validation
This Business Process Specification document has been presented to, and reviewed by, the process stakeholders listed below. Signatures acknowledge (a.) the receipt of this document, (b.) the reading and analysis of this document’s content, (c.) confirmation of understanding of the document’s content, and (d.) agreement with, acceptance, and approval of all of the information in this specification:
Name Role Signature
Page 5 of 5
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Document Revision History:
Version Date Author Revision Description
0.1 9/15/20## Jim Reardan First Draft
0.2 9/21/20## Jim Reardan Final, pre-validation
1.0 10/4/20## Jim Reardan Final, post-validation
Account
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)
Account ID The unique, identifying number of the Account n/a N Unique number
Account Name Either the business name of the organization, or if the Account is actually an individual person, the person's name n/a N Any alphanumeric
Account Type
Used to calssify an Account as either being a Customer of our's or an internal or external business entity which may be a vendor, supplier, or supporter of one or more of our business/manufacturing processes
n/a Y [LOV]: Customer, Vendor
Primary Customer Contact The person who is our main/first/primary contact at the Account Contact N any alphanumericBilling Address FK: Address Address Y See source objectShipping Address FK: Address Address Y See source objectPhone FK: Phone Phone Y See source object
Credit Status The credit status of the Account; Intent is to flag accounts with credit issues n/a N [LOV]: Good,Limited, Hold
Service Status Indicates whether or not the Account has one or more open or unresolved Service Records n/a N [LOV]: Open, Closed
AnnualRevenue Estimated annual revenue of the Account. n/a N NumericDescription Description of the Account n/a N Any alphanumericSIC Standard Industrial Code assoiated with the Account n/a Y NumericSales Rep Primary or Lead Sales Rep (Employee) assigned to this account Employee N Any alphanumeric
Service Rep Primary or Lead Service Rep (Employee) assigned to this account Employee N Any alphanumeric
Site If the Account has multiple locations, this field is used to identify the location n/a N Any alphanumeric
Parent If the Account is a subsidiary or division of anotherorganization, the name of that organization Account N Any alphanumeric
Logical Data Model: Objects and Properties
Definition: A business entity such as a law firm, corporation, government agency, or sole proprietor. When Customer is a sole proprietor, the value in the Customer Name field may be the same value as the Contact Name field in the Customer Contact object.
LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:Logical Data Model - Template.xls2/14/11 2/14/114:23 PMCONFIDENTIAL
Page 1 of 1
Address
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)Address ID The unique, identifying number of the Address n/a N Unique numberAddress 1 The first line of the address n/a N Any alphanumericAddress 2 The second line of the address n/a N Any alphanumericCity City n/a N Any alphanumericState/Prov State or Province n/a N Any alphanumeric, 2 digitZIP Code ZIP Cde or Postal Code n/a N Number
Definition: A street address or P.O. Box
Logical Data Model: Objects and Properties
LaCie:1 - PROCESS1ST CONSULTING:METHODOLOGY:BPB Portfolio:Logical Data Model - Template.xls2/14/11 2/14/1112:59 PMCONFIDENTIAL
Page 1 of 1
Contact
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)Contact ID The unique, identifying number of the Contact n/a N Unique numberSalutation Formal salutation used when communicating with Contact n/a N Any alphanumericFirst Name First Name n/a N Any alphanumericMiddle Initial Middle Initial n/a N Any alphanumericLast Name Last Name n/a N Any alphanumericPhone Phone Phone Y See source objectE-mail E-mail addresses E-mail Y See source objectAddress Mailing Address Address Y See source object
Contact Type Used to designate wheter or not the Contact is an Employee of our Company or another Company/Entity n/a N Any alphanumeric
Role Role in the Company; mostly used if/when Contact is a Prospect within an Opportunity n/a N Any alphanumeric
Title Formal or official title n/a N Any alphanumeric
Logical Data Model: Objects and Properties
Definition: A person. May or may not be associated with an Account or Service Request.
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Employee
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)
Employee ID The unique, identifying number of the Contact n/a N Unique numberDate of Hire Date the Employee was hired n/a N Date/TimeFirst Name First Name n/a N Any alphanumericMiddle Initial Middle Initial n/a N Any alphanumericLast Name Last Name n/a N Any alphanumericPhone Phone Phone Y See source objectE-mail E-mail addresses E-mail Y See source objectAddress Mailing Address Address Y See source objectDepartment The functional department the Employee is assigned to n/a N Any alphanumericTitle The functional title of the Employee n/a N Any alphanumeric
Logical Data Model: Objects and Properties
Definition: A person employed by our Company. May or may not be associated with a a Service Request.
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Phone
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)Phone ID The unique, identifying number of the Address n/a N Unique numberArea Code The area code n/a N NumberNumber The prefix and suffix number n/a N NumberType The type of phone line n/a N [LOV]: Land Line, Mobile, Faxr
Definition: A telephone number that can be a land line, mobile line, or fax line.
Logical Data Model: Objects and Properties
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Service Request
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)SR ID The unique, identifying number of the Service Request n/a N Unique numberSR Type A classification field n/a N Any alphanumericSR Sub-Type Second classification field n/a N Any alphanumericDescription A description of the Service Request n/a N Any alphanumeric
SLA The Service Level Agreement number; only used when the Account:Type field = "Customer" n/a N Number
OLA The Operating Level Agreement number; only used when the Account:Type field = "Internal Support Function" n/a N Number
Created Date/Time Date & Time the Incident record was created n/a N Date/TimeAssigned To Employee currently assigned to diagnose and resolve the SR Employee N Any alphanumeric
Estimated Effort Estimated amount of total hours of effort involved in diagnostic and resolution activities n/a N Number
Actual Effort Actual amount of total hours of effort involved in diagnostic and resolution activities n/a N Number
Resolution Description of the final resolution of the problem n/a N Any alphanumericCreated By Name of the Employee who created this SR Employee N Any alphanumericReported By Name of the Contact (at the Account) who requested service Contact N Any alphanumericStatus The status of the diagnosis and resolution n/a N [LOV]: Open, ClosedSub-Status The sub-status of the diagnosis and resolution n/a N [LOV]: Xthreshold, Recall, Unsat.
SR Priority A classification used to designate the level of priority assigned to the resolution or action performed on the Service Request n/a N Any alphanumeric
Logical Data Model: Objects and Properties
Definition: A record of a service incident resolution request, a new or additional software requirement request ("Change Request"), a request for information, or the submission of information, by an Account Contact. Sometimes referred to as a "Trouble Ticket."
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Service Request Activity
Properties (Fields) Description Source Object("Foreign Key") Multi-Value? Acceptable Values;
[LOV] = Restricted to a List of Values)SR Activity ID The unique, identifying number of the Service Request Activity n/a N Unique numberDescription General description of the Activity n/a N Any alphanumericPerformer Employee who performed the Activity Employee N See source objectActivity Type A classification field. Used to classify the nature of the Activity n/a N [LOV]: Diagnosis, Resolution, OtherEstimated Effort The estimated duration of time it will take to complete this Activity n/a N Numeric, hours, 00:00Actual Effort The actual duration of time it took to complete this Activity n/a N Numeric, hours, 00:00Activity Start The date and time the Activity started. n/a N Date/TimeActivity End The date and time the Activity ended. n/a N Date/Time
Logical Data Model: Objects and Properties
Definition: A record of information about distinct actions or tasks, performed by an Employee or other support resource, involving the diagnosis and resolution of a Service Request. There must be at least two SRA's recorded for each Service Request: one recording the "opening" and another recording the "closing" of a Service Request.
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Cus
tom
er
CSR-
L1
CSR-
L2
Ser
vice
Req
uest
Ser
vice
Req
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Act
ivity
Oth
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ntity
Customer 1, 0 1, 0, M 1, M 1, M 1, 0, M
CSR-L1 1, 0, M 1, 0, M 1, 0, M 1, 0, M 1, 0, M
CSR-L2 1, 0, M 1 1, 0, M 1, 0, M 1, 0, M
Service Request 1 1 1, 0, M 1, M N/A
Service Request Activity M 1 1, 0, M 1, M 1, 0
Other Entity 1, M 1, 0, M 1, 0, M N/A 1, M
Process: Receive, Record, and Initially Respond to a Service RequestBusiness Rules Matrix
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Role Assigned to: Responsibility Deliverables/Outputs
Customer n/aContact the Customer Support HotlineCommunicate request for serviceParticipate in diagnostic and resolution activities and tasks
n/a
Customer Support Rep - Level 1(CSR-L1)
Bob SmithMary JonesFred ClarkPedro Gonzales
Answer ringing telephoneAcknowledge Customer's requestDiagnose and resolve within defined time limitsDelegate/Escalate diagnostic and resolution activities/tasks to CSR-L2'sCreate and update Service Request and Service Request Activity records
Thorough, complete, and accurate Service Request recordsThorough, complete, and accurate Service Request Activity records
Customer Support Rep - Level 2(CSR-L2)
Mike DavisJulie Allen
Receive delegated/escalated requests for service/support from CSR-L1'sDiagnose and resolveCreate and update Service Request and Service Request Activity records
Thorough, complete, and accurate Service Request recordsThorough, complete, and accurate Service Request Activity records
Customer Support Supervisor Bryant Gates
Control, monitor and measure process performanceControl, monitor and measure CSR-L1 and CSR-L2 performanceAssist CSR's with diagnostic and resolution activities and tasks(Note: Each of these responsibilities are defined within each distinct managemnt process [i.e. Control Process, Monitor Process, Measure Proces]),
Effective, efficient, and consistent diagnostic and resolution of all requests for service
Process Roles and Responsibilities Matrix Process Name: Receive, Record, and Initially Respond to a Service Request
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1 Abandon rate of incoming phone calls 11 Contact frequency
2 First-call resolution rate 12 Average # of incidents handled by each CSR-L1
3 Average speed to answer phone call 13 Average abandonment time
4 % of calls answered within set timeframe 14 Average queue time of incoming phone calls
5 Average number of calls per service request 15 Answered calls per hour
6 % of customers that are satisfied 16 % of misrouted calls
7 Average talk time of phone calls 17 Average number of calls to resolve issue/problem
8 Average cost per incoming phone call 18 % of CSR-L1's work time spent speaking to callers
9 Agent utilization 19 % of CSR-L2's work time spent speaking to callers
10 % of calls transferred 20 Number of Escalations
Key Performance Indicators Process Name: Receive, Record, and Initially Respond to a Service Request
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Acknowledgement Date The date and time an Acknowledgement Notice was sent to the Service Request Customer.
Acknowledgement Notice An outbound E-mail sent to a Service Request Customer. The purpose of the Acknowledgement Notice is to inform the Customer that the Service Desk has received the Customer's Service Request and has assigned resolution of the Service Request to Support Request.
AssignedThe unique name or ID of the Support Resource assigned to, and ultimately accountable for the final, confirmed resolution of a Service Request. A Support Resource may delegate (see Delegate) other Support Resources to assist in diagnosing and/or resolving a Service Request - but accountability for the ultimate resolution of the Service Request remains with the Assigned Support Resource.
Break in Service An Incident classification type. This is a class of Incident involving a breakage, failure, or otherwise unplanned outage of a technology resource or asset. An unpalnned interruption of normal service. A breach of a service level commitment.
Customer See Service Request Customer.
Delegate(s) Delegates' activities are typically governed by the terms and conditions of Service Level Agreementsand/or Operating Level Agreements between support entities.
Delegated A field name in a Service Record. Indicates the name of a Support Resource that has been assigned tasks in support of the resolution of a Service Request.
Diagnose The task of identifying the symptoms, and possible or potential root cause(s), of a break in service - or of problem. This is a disctete task or set of tasks, separate from the tasks of testing or implementing a repair or fix of a break in service or problem.
Diagnostics The set of tasks or activities involved in the effort of diagnosis.
Escalate The act of deliberately and formally notifying a higher level of authority/responsibility about the state, status, or condition of a service incident. The receipt of the notification typically initiates ("triggers") a specific, defined task or process to be performed by the role receiving the escalation notification.
Field Service Tech/Technician A human Support Resource who performs diagnostic and resolution tasks away from the Help Desk contact center.
Help Desk The support entity (workgroup) responsible for receiving, responding to, and resolving requests for service from the Customer base. The Help Desk is staffed with dedicated Help Desk Technicians
Help Desk Tech/TechnicianA human Support Resource who performs diagnostic and resolution tasks within the Help Desk contact center. Help Desk Technicians perform all work within the Help Desk contact center,primarily working from their desks. A Help Desk Technician may delegate support activities to other Technicians, but the Help Desk Technician always remains individually accountable to the Service Request Customer for the final resolution of a Service Incident.
Incident(or Service Incident)
A classification field in a Service Request record - indicating an unplanned disruption or degradation of service. Incidents almost always have a high sense of urgent need for resolution.
Process Language Glossary
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Process Language Glossary Operating Level Agreement
Similar to a Service Level Agreement, an Operating Level Agreement defines the scope, schedules, resources, and commitments of two servicing entities. Typically one "primary" entity is an entity with ultimate accountability for ensuring the resolution of a defined type/class of Service Request. The"primary" entity typically delegates Service Request resolution activities, as defined in the Operating Level Agreement(s), to the "subordinate" service entity.
Priority A classification field in a Service Request record - indicating both the urgency of the Incident (how quickly the business needs a resolution) and the level of impact it is causing.
Problem A cause of one or more incidents.
Provision Request A classification field in a Service Request record - indicating that the type of service requested is for the provisioning of computing assets (hardware and software) to a Customer. A common provisioning request is a request for a computer and software for a new employee.
Question A classification field in a Service Request record - indicating that the type of service requested is to provide an answer to a question. Many Questions are actually requests for knowledge about the use or operation of a computing asset.
Resolution Action taken to repair the root cause of an Incident or Problem, or to implement a workaround.
Resolved A classification field in a Service Request record - indicating that all work has been completed in response to an Incident or Problem, and that the Customer has acknowledged and agreed that all resaonable efforts have been performed in response to the Incident.
Service Desk See Help Desk.
Service Incident See Incident.
Service Level Measured and reported achievement against one or more Service Level Targets. The term Service Level is sometimes used informally to mean Service Level Target.
Service Level Agreement
Aslo known as an SLA. An agreement between the Service Desk and a business unit entity. Most business unit entities are outside of the Information Technology (IT) department, but some IT departments may be considered Customers of the Service Desk entity. An SLA typically defines the scope of services offered, the timing of services rendered, the quality of delivery of the services, the process and procedures for delivering the services, and the thresholds for escalation (to higher authority) when service levels are breached, and other details such as the Customer's responsibilities.
Service Request A record of a request for service, submitted by a Customer.
Service Request Customer A person who may submit (or has submitted) one or more Service Requests to the Service Desk. Each Service Request Customer is uniquely identified by their Employee ID number.
Service Request Type A field name on a Service Request record. Used to classify the type of service a Customer has requested. Field name value examples: Service Break Incident, Usage Help, Question, Suggestion, Complaint, Provision Request, New Software Request
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Process Language Glossary Severity A field name in a Service Request record indicating an assessment of the degree of negative impact to the Customer of the Service Request.
SLA An acronym. See Service Level Agreement.
SR An acronym. See Service Request.
SR Status A classification field in a Service Request record - indicating the status/state or phase of resolution of a Service Request.
Support Resource A uniquely identifiable person (such as a Help Desk Tech or Field Service Tech), business unit/department, outsourced entity, software system or other capital resource/asset - whose name/ID is a value in the Assigned or Delegate field of a Service Request record.
Ticket A slang word, synonymous with Service Request record.