Mega Process TSP draft.ppt

1、APACMarket Analysis,Planning,Implementation&ControlCustomerRelationshipManagementQuote to CashGenuine ServiceCustomer Lifecycle Management ProcessesMarketResearchStrategicPlanningMarketStrategySalesBusinessPlanQualifyLeadFindtheCust.PlanAccountWork&F/UIdentify Cust.NeedsPrepare&makeQuoteOrderPlanDel

2、iveryDelivertoCust.Level 0Level 1Work-shopUtiliz.PlanningOn ArrivalDelivertoCust.VehicleServiceMega Processes&System MapMAPICCRMQ2CGSOrderBox(Back office)VSSBoomBoxiBox(mobile CRM)LDSOrderBox(Retail)LDS VSMBrainBoxChannelManagementAPACMarket Analysis,Planning,Implementation&ControlCustomerRelationsh

3、ipManagementQuote to CashGenuine ServiceFUNCTIONAL MAPSales Territory MgmtStrategicPlanningMarketStrategySalesBusinessPlan360 ViewQualifyLeadAccountStatusConfigurePriceDocsMarketSupport.Level 0Mega Processes&System MapMAPICCRMQ2CDealerSalesKPIsSegmentAnalysisMarketingKPIsCustomerResearchAORSetting T

4、argetSettingPriceAnalysis&MgmtSalesBusinessPlanPlace OrderWIPInvoice.Trade InsSales IncentivesSalesPlanningCreditStatusOpps&ActiviesBuybacksResidualsUsedRemarketUsed RefurbCampaignsCustComplainsSales ArgumentsR&M ContractsFinance Contract.DNPApprovalQuoteSoftOffersSalesFacts.NSVsBus.&Industry IntelS

5、egmentAnalysisMarketingKPIsCustomerResearchGSVSSUsed BoomBoxLDSLDS VSMBrainboxSaccelerateProbuilderVTCONFCoPilot/A4DWISPERFVBIVTPIVFS iBoxUnit LogisticsProduct InfoDealProfitsAll products and servicesAll products and servicesSAMSales ReportsNew UnitInventorySaccelerateQuote R&M&FinanceHDOCAPACAPAC M

6、DM ArchitecturePARMAVehicles(VMDM)Dealers(CTDI)Users(Baldo)Vehicles(VMDM)Dealers(CTDI)Users(Baldo)Vehicles(VMDM)Dealers(CTDI)Users(Baldo)VG HUBAccounts(CMDM)Transactional MDM StrategyStrategicPlanningMarketStrategySalesBusinessPlanMarket ResearchLevel 1,2 and 3 Processes-Macro trends-Industry trends

7、-Customer needs and behavior-Customers needs and wants-Customer trends-Purchasing criteria-Competitors-Market competitive envirnmt.-Competitors presence and trends-Brand image-Brand positioning in the market-Brand attribute positioning-Market opportunities-Market SWOT analysis-Wanted Position-Vision

8、,Mission&Objectives-Key Goals-Business Strategy-Sales and Marketing strategy-Brand strategy-Product strategy-Sourcing strategy-Distribution strategy-HR strategy-Short&long term Must Win Battles-Business opportunities-Business SWOT analysis-Brand platform-Brand opportunities-Brand attribute prioritiz

9、ation-Brand opportunity statement-Segmentation-Existing segments-Opportunity segments-Segment attributes-Competitive differentiators-Customer strategic fit-Market share estimation-Customer value proposition-Commercial strategy-Sales strategy-After sales strategy-KPI Reporting-Channel and Partner Str

10、ategy-MarCom Plan -e-Commerce -iBox -CMS,DAM,MRM-Sales Business Plan-Unit sales-Aftermarket Sales-Customers(CS targets)-Segmentation-Sales Organization-Sales Budget-Pricing Definition-Scenario Planning-Sales Activity Planning-Sales Foreceasting&Analysis-Quarterly sales forecast-Sales KPI Reporting -

11、Pipeline Analysis -Pricing Analysis-Sales Org.analysis-Sales Cycle Analysis-Manager Partners-Partner KPI Follow upMarket Analysis,Planning,Implementation&ControlASIS Process Map for MAPICBrainbox function0.Mega Process Domain e.g.CRM 1.Process Group e.g.Qualified lead2.Process Suspect evaluation3.Su

12、b Process Qualify the suspect4.Activity 5.Task Call suspect6.Sub Task Dial the customer Ask for the required person Read questionnaire script7.Key stroke Find the CustomerPlan Account Work&Follow-upIdentify Customer NeedsASIS Process MAP for CRMLead Qualification-Prepare for Meeting-Collect info on

13、prospects business-Prepare general transport solution based on segment info&transport characteristics.-Corporate/Company presentation-Collate product and promotional material-Discuss with Prospect-Organization/Company presentation-Discuss prospects transportation&business requirements-Discuss potent

14、ial transport solution-Summarize the needs&secure agreement-Book new meeting for proposal presentation-Data Collection and Collation-Define qualification parameters by segment-Open to Brand and A/S-Still in Business-Financially Viable-Applicable Segment-Define ranking parameters by segment-Fleet/Aft

15、er Sales Penetration-Open to OEM Finace-Fit with the Brands core values-Suspect Evaluation-Qualify the prospect-Create priority list-Define your strategy-Qualified Prospect Distribution-Prospect DistributionAccount allocation -Customer Information to expand opportunity base -Customer data sourcing:D

16、B,Yellow pages,Prof.Directories Administrative org.,etc-Working with Qualified Prospects&Cust-Preparation before the contact-Initiate contact with qualified prospects-Account Planning-Account Assignment-Create activity plan by account type-Follow up Plan-Sales Analysis-Sales KPI Reporting -Pipeline

17、Analysis-Sales Cycle Analysis-Trend Analysis-Won vs.Lost Sales Analysis-Follow up-Contact customers at predet.intervals-Request customer feedback-Record customer feedback and analyze-Lifecycle customer profitabilityCustomerRelationshipMgmnt.boombox functionibox functionsLevel 1,2 and 3 Processes0.Me

18、ga Process Domain e.g.CRM 1.Process Group e.g.Qualified lead2.Process Suspect evaluation3.Sub Process Qualify the suspect4.Activity 1-4 hours5.Task Call suspect 15-606.Sub Task Dial the customer Under 15 mins Ask for the required person Read questionnaire script7.Key stroke WorkshopUtilizationPlanni

19、ngOn ArrivalDeliver to CustomerASIS Process Map for Genuine ServicesGenuineServices VehicleServicePlanned Vehicle-Receive the customer-Welcome the customer-Confirm planned agreement-Interrogate for unplanned issues-Visual Inspect&test drive if needed-Note restoring information-In case of Additional

20、work-Confirm agreement-No show vehicleUnplanned service/repair request-Check vehicle&customer status-Welcome the customer-Check financial status-Check vehicle plans,history,campaigns-Interrogate customer-Visual Inspect&test drive if needed-Note restoring information-Short term planning-Find&Book sui

21、table time-Mechanic and/or bay-Reserve&order parts-Confirm with Customer-Pick partsParts request now-Check customer status-Welcome the customer-Financial status-Detail plan parts-Find parts-Reserve&order parts-Handling of outstanding parts-Agree on process for handling of outstanding parts-Arrange t

22、ransportation if necessary-Pick parts-Perform actions to increase utilization short term-Check trucks that are foreseen for maintenance&campaings but that are not confirmedWorkshop Initiated-Check vehicle&customer status-Check financial status history&campaigns-Do estimation of time/cost if needed-F

23、ind&book suitable time-Send invitation(email or fax)-Recheck customer financial status-Contact&confirm w/customer-Interrogate customer-Handling of unforeseen-Detail plan workshop-Workshop/Mechanic-Reserve&order parts-Prepare the job-Print required documents-Send reminder to customer-Pick partsCustom

24、er Initiated-Check vehicle&customer status-Interrogate customer-Check financial status-Check vehicle plans,history&campaigns-Do estimation of time/cost if needed-Short term plan-Find&book suitable time-Mechanic and/or bay-Reserve&order parts-confirm with customer-Prepare the job-Print required docum

25、ents-Send reminder to customer-Pick partsParts Request-Check customer status-Financial status-Detail plan parts-Reserve&order parts-Offer workshop if appropriate-Arrange transport if needed-Pick parts-Last minute workshop check-Check if original assignment is valid and re-plan if necessary-Start Ser

26、vice and Repair-Confirm work instructions-Log onto the job-Bring in vehicle to workshop-Prepare the vehicle-Get Material and Tools-Do diagnostic(where appropriate)-Document results&confirm cause-Do Service-Inspect-Replace service parts-Do Repair-Replace parts-Check repair-Additional work and parts p

27、lanning (if needed)-Check for repeat repair-Utilize existing spending permission or obtain new authorization-Finalize service&repair-Final function check&test drive-Finalize repair documentation-Valet&restore vehicle-Restore bay,tools&replace components-Warranty handling-Log off job-Validate jobVehi

28、cle-Finalize invoice administration-Confirm work cocumentation-Warranty,Contract,Sublet,Internal,Customer invoice-Update customer documentation-Customer,vehicle information-Service book-VOSP scheudule-Contact customer(if needed)-Vehicle handover-Explain work done-Handle outstanding jobs-Inform about

29、 next maintenance-Secure payment if required-Customer Follow-up-Do Customer follow-up if neededParts-Deliver parts-Contact transporter if needed-Contact customer if needed-Confirm content-Secure pament if needed-Hand over parts-Customer Follow-up-Note significant customer info-Do Customer follow-up

30、if neededdealerpoint functionsboombox functionsibox functionsLevel 1,2 and 3 ProcessesDaily WeeklyMonthly AnnuallyLevel 4/5-Role Based Activity Sales Rep Quarterly Plan customer visitsCustomer visits Needs and wants Present offer Negotiations Close opportunity Deliver Customer Units Deliver invoices

31、 Collect monies Update ActivitiesUpdate OpportunitiesUpdate AccountsUpdate ContactsDevelop Qualified LeadsProspect evaluationsConfigure,Price and DocsConcessions UpdatesCreate CVP for QuotesWeekly Team Sales Meetings Hot OpportunitiesManagers Weekly Meeting Opportunity pipeline review Activity revie

32、wRed Customer Review Monthly Sales Meetings Review Actual v SalesSales Managers Monthly Meeting Opportunity pipeline review Activity review Sales Opp.Pipeline Review Quarterly Sales Forecast ReviewCustomer Account Activity ReviewSales Territory ReviewWon and Lost Sales AnalysisConversion Analysis Cu

33、stomer Profitability ReviewStrategic Account ReviewAnnual Sales ForecastCreate account sales plan Sales Representative0.Mega Process Domain e.g.CRM 1.Process Group e.g.Qualified lead2.Process Suspect evaluation3.Sub Process Qualify the suspect4.Activity 5.Task Call suspect6.Sub Task Dial the custome

34、r Ask for the required person Read questionnaire script7.Key stroke Daily WeeklyMonthly AnnuallyLevel 4/5-Role Based Activity Quarterly Update Quote System New Update/Delete PrintPlace order New/amend Receive stockAmend orderProduce InvoiceCustomer credit processSales Administrator0.Mega Process Dom

35、ain e.g.CRM 1.Process Group e.g.Qualified lead2.Process Suspect evaluation3.Sub Process Qualify the suspect4.Activity 5.Task Call suspect6.Sub Task Dial the customer Ask for the required person Read questionnaire script7.Key stroke Weekly Sales ReportWeekly Delivery ScheduleMonthly Demand MeetingDai

36、ly WeeklyMonthly AnnuallyLevel 4/5 Role Based Activity Sales ManagerQuarterly Review Sales Rep ActivitiesPlan customer visits Customer visits Customer calls Call sales reps for updatesReview opportunity concessionsWeekly Team Sales Meetings Hot OpportunitiesWeekly One on One Meeting Opportunity pipe

37、line review Activity review Monthly Sales Meetings Review Actual v Sales Review marginsManagers Monthly Team Meeting Opportunity pipeline review Activity review Sales Opp.Pipeline ReviewOne on One Performance Review actual v sales Review margins Review red customer accounts Review opportunity pipeli

38、ne Review outstanding invoicesDealer Principle Meeting Quarterly Sales Forecast ReviewSales Territory ReviewOne On One Performance Conversion Analysis Won and Lost Sales Analysis Pipeline Efficiency Analysis Competence Dev PlanningCompetitor AnalysisWon and Lost Trend AnalysisPipeline Efficiency Ana

39、lysisCustomer Account Activity Analysis Dealer Principle Meeting Sales v target forecast Activity analysis Won and lost sales analysis Competitor analysis Sales reps review Pipeline efficiency Outline next quarters plan Customer Profitability AnalysisStrategic Account AnalysisDealer Sales Business P

40、lan Annual Sales ForecastAnnual Team Sales MeetingOne On One Performance Issue new sales targets Review strategic accounts Discuss customer plans Daily WeeklyMonthly AnnuallyQuarterly Update dealer action plansVisit dealers sales teamsOpportunity support Review concessions RecommendationsReview deal

41、er activity analysisReview hot opportunitiesPlan dealer visitsReview outstanding A/Rs Attend Regional Sales MeetingReview dealer performance Sales actual v forecast Activity analysis Review margins Opportunity pipeline Account analysisDealer Principle Meeting Sales v target Activity analysis Attend

42、Quarterly Sales Meeting Sales actual v forecast Amend forecastSales Territory ReviewCompetitor AnalysisWon and Lost Trend AnalysisPipeline Efficiency AnalysisCustomer Account Activity AnalysisDealer Principle and Sales Mgr Meeting Sales v target forecast Activity analysis Won and lost sales analysis

43、 Competitor analysis Sales reps review Pipeline efficiency Outline next quarters plan Customer Profitability AnalysisStrategic Account AnalysisDealer Sales Business Plan Annual Sales ForecastAnnual Team Sales MeetingOne On One Performance Issue new sales targets Review strategic accounts Discuss customer plans Level 4/5 Role Based Activity District Sales Manager