Application Blueprint Sample

8/2/2019 Application Blueprint Sample

1/38

2008 Accenture. All Rights Reserved. 3/18/2012 2:11 P1

Application Blueprint Sample

Version 1.0


2/38


Introduction

Application Map

Information Needs by Capability

Key Assumptions

Application Direction

Distribution Approach

Key Architecture Decisions

Contents


3/38


Introduction

The purpose of the Application Blueprint is to identify which applications the solution willconsist of and what the relationship is between them is. This will be a key input to theTechnology Blueprint and to the Implementation Plan.

The Application Blueprint will take into account the new applications required to satisfy

the full set of business solution, as well as the portfolio of existing and currently plannedapplications.

We will first define the application map - a high level categorization of all applications.Then the detailed information requirements will be identified for each capability in theBusiness Blueprint.

Combining the information analysis with knowledge about existing systems and

applications, the overall application direction is defined, and key decision points areanalyzed and resolved.


4/38


Introduction

Application Map


Key Assumptions




Contents


5/38


Application Map

Business Systems consists of all existing and new Back-Office Applications and Databases that the targetedbusiness applications will leverage for functionality and data. This includes packaged and custom applications as

well as databases, data warehouses and data marts.

Bu

siness

App

lications

The targeted business applications are those suites of solution that the architecture is designed to support. In thiscase, we are targeting applications that encompass customer service activities that are performed during the

execution of market, sell, and serve activities.

Leveraging information about user working styles, geography and interface requirements, we can identify therequired access channels for the targeted applications. Customers can take advantage of self-service solution or

can be serviced via customer service representatives.

Business

Systems

Integration

Services

Integration Services are the enabling technology for providing integration capability for the disparate applicationsystems. The Integration services layer consists of Business objects, Collaborators and Adapters. Business

Objects provide a wrapper to logically grouped transactions. This provides the business applications with a genericinterface that hides the complexity of interaction with back-end systems. Collaborators assemble data from multiple

back-end systems by leveraging Adapters, which provide simplified access to a each of the back-end systems.Some Adapters may be custom developed while others can be reasonably provided by a third party.

Users

Technology ServicesThe technology services are a comprehensive set of run-time services required to support

the targeted applications and processing styles.


6/38


Application Map

Business Applications and Databases

C

ustomer

Service

Applications

Targeted Applications

ShoppingEnhance Customer

RelationshipServiceBuying

ChannelSupport

Direct Customers, Dealers & internal XYZ Company users

OptimizePerformance

Operations and Maintenance

Business

Systems

Integration

Services

Adapters / TranslatorsAdapters Collaborators

SAP

WisdomWarehouse

KnowledgeBase (Primus)

EDI/EFTFile Transfer

PhoneWebClient

E-Mail

Business Objects

Security

Services

Oracle

COFContracts

DB

CustomerConfig DB

StatusDatamart

ItemMaster

Metrix

CMS Imaging

Oracle AR02

FaxUsers

Mail

Midas

Service Centers

Technology Services

Oracle AR09

WildcatWarehouse

GCC ClarifyTraining

SSC ClarifyCompatibility

DBProduct

DB


7/38


Introduction

Application Map


Key Assumptions




Contents


8/38



We now need to identify what information will be needed to satisfy the Business solutionidentified in the Business Blueprint.

For each capability we will identify What information is needed What system currently maintains the information

This analysis will be key to identify Which systems we need to integrate with Information that does not currently exist, and thus will require new data stores. Information management and business issues that must be resolved for the

architecture to be successfully implemented.


9/38


10/38


1.1 Customer Identification/ Authentication

Information Needs by Capability:Enhance Customer Relationship

1.4 Define/ Update Customer Profile

1.2 Provide Personalized Content/Marketing

1.7 Facilitate Customer Forums & Bulletin Boards

1.5 Deliver PR and Corporate Information

1.6 Capture Customer Feedback

Information

User Name & Password (r)

Customer Profile (r)

Membership/Access Rights (r)

System

Click Commerce DB

COF

Click Commerce DB

System

AccessSecure

Oracle

AccessSecure

Information

User Name & Password (r)


Membership/Access Rights (r)

Information User Name & Password (cru)

Membership/Access Rights (crud)

Customer Profile (cru)

Demographic Data (crud)

Preferences (crud)

Customer Account # (cr)

Credit Card # (crud)

SystemClick Commerce DB

Click Commerce DB

COF

COF and CapTrack

Does Not Exist

COF

Does Not Exist

SystemAccessSecure

AccessSecure

COF

Oracle

Does Not Exist

Does Not Exist

COF

Oracle

Oracle

InformationUser Name & Password (cru)

Membership/Access Rights (crud)

Customer Profile (c)

Customer Profile (ru)

Demographic Data (crud)

Preferences (crud)

Customer Account # (c)

Customer Account # (r)

Credit Card # (crud)

Information


Preferences (r)

Corporate/PR Content (crud)

Membership (r)

System

Click Commerce DB

Does Not Exist

System Not Identified

Click Commerce DB

System

Oracle

Does Not Exist


AccessSecure

Information


Preferences (r)

Corporate/PR Content (crud)

Membership (r)

Information


Membership (r)

Preferences (r)

Shipment Status (r)

Order Status (r)

Service Status - RSC (r)

Service Status - SSC (r)

Purchase History (r)

Service History - RSC (r)

Service History - SSC (r)Payment History (r)

Training Catalog (r)

Tech Bulletins/News Content (crud)

System

COF

Click Commerce DB

Does Not Exist

COF & Carrier Web Site

COF=>Order Status DM

Metrix =>Wisdom DW

SSC Clarify

COF=>Wildcat DW

Metrix =>Wisdom DW

SSC ClarifyOracle A/R (02)



System

Oracle

AccessSecure

Does Not Exist

Yantra & Carrier Web Site


SAP & Carrier Web Site

Oracle

COF

SAP

Metrix =>Wisdom DWSSC Clarify

Oracle

Metrix =>Wisdom DW

SSC Clarify

Oracle A/R (09)



Information


Membership (r)

Preferences (r)

Shipment Status - Subscriber (r)

Shipment Status - Infrastructure (r)

Shipment Status - Parts/Acc (r)

Order Status - Subscriber (r)

Order Status - Infrastructure (r)

Order Status - Parts/Acc (r)

Service Status - RSC (r)Service Status - SSC (r)



Service History - SSC (r)

Payment History (r)


Tech Bulletins/News Content (crud)

Information


Membership (r)

Preferences (r)

Survey Questions/Rules (crud)

System

COF

Click Commerce DB

Does Not Exist

Does Not Exist

System

Oracle

AccessSecure

Does Not Exist

Does Not Exist

Information


Membership (r)

Preferences (r)

Survey Questions/Rules (crud)

Information


Membership (r)

Preferences (r)

Technical Information (crud)

System

COF

Click Commerce DB

Does Not Exist

Primus Knowledgebase

System

Oracle

AccessSecure

Does Not Exist


Information


Membership (r)

Preferences (r)

Technical Information (crud)

c - create r - read

u - update d - delete

Direct Indirect

IndirectDirect

Direct Indirect

Direct Indirect

IndirectDirect

1.3 Manage Communication/Proactive Service

Information


Preferences (r)

Membership (r)

Browse History (cru)Purchase History (r)



Payment History (r)

Call History (r)

Targeted Message Rules (crud)

System

COF

Does Not Exist

Click Commerce DB

Click Commerce DBCOF=>Wildcat DW

Metrix => Wisdom DW

SSC Clarify

Oracle A/R (02)

GCC Clarify

Does Not Exist

System

Oracle

Does Not Exist

AccessSecure

AccessSecureOracle

Metrix => Wisdom DW

SSC Clarify

Oracle A/R (09)

GCC Clarify

Does Not Exist

Information


Does Not Exist

Membership (r)

Browse History (cru)Purchase History (r)



Payment History (r)

Call History (r)


IndirectDirect

IndirectDirect


11/38


2.1 View/Search Catalog

2.4 Configure Solution

2.2 Maintain Personal Catalog

2.7 Add to Order

2.5 Needs Assessment/Buy Advisor

2.6 View Price and Availability

Information


Membership (r)

Preferences (r)

Existing System Configurations (r)

Promotion (r)

Contract (r)


Product Information (r)

Product Graphics (r)

Product Pricing (r)

Services Information (r)

System

COF

Click Commerce DB

Does Not Exist

Customer Config DB


Contracts DB


COF => Products DB


COF, Contracts DB

Lotus Notes

System

Oracle

AccessSecure

Does Not Exist


Oracle

SAP


Oracle

SAP


Lotus Notes

Information


Membership (r)

Preferences (r)

Promotion (r)

Pricebook - Subscriber/Infrast. (r)

Pricebook - Parts/Acc (r)


Product Info - Subscriber/Infrast. (r)

Product Info - Parts/Acc (r)

Product Graphics (r)


Information


Membership (r)

Contract (r)

Personal Catalog (crud)

System

COF

Click Commerce DB

Contracts DB

Does Not Exist

System

Oracle

AccessSecure

Oracle

SAP

Does Not Exist

Information


Membership (r)



Personal Catalog (crud)

Information


Membership (r)

Contract (r)



Compatibility Information (r)

Configuration (cru)

System

COF

Click Commerce DB

Contracts DB

Customer Config DB

COF => Products DB

Compatibility Database

Customer Config DB

System

Oracle

AccessSecure

Oracle

SAP

Oracle

SAP


Information


Membership (r)





Compatibility (r)

Information


Membership (r)

Contract (r)



Compatibility (r)

System

COF

Click Commerce DB

Contracts DB

Customer Config DB

COF => Products DB


System

Oracle

AccessSecure

Oracle

SAP

Oracle

SAP


Information


Membership (r)





Compatibility (r)

Information


Product Pricing (r)

Promotion (r)

Contract (r)

Preferences (r)

Inventory - Subscriber Units (r)

Inventory - Parts/Acc (r)

Tax Schedule (r)

Currency Conversion (r)

System

COF

COF, Contracts DB


Contracts DB

Does Not Exist

Oracle

SAP



System

Oracle

Oracle

SAP


AccessSecure

Does Not Exist

Oracle

SAP


Information




Promotion (r)

Membership (r)

Preferences (r)

Inventory - Subscriber Units (r)

Inventory - Parts/Acc (r)


Information

Order (crud)Customer Account # (r)

Quote/Configuration (r)


System

COFCOF

Click Commerce DB

COF

System

OracleSAP

COF

Oracle

Does Not Exist

Oracle

Information

Subscriber Order (crud)Parts/Acc Order (crud)

Infrastructure Order (crud)


Quote/Configuration (r)


c - create r - read


Direct Indirect

IndirectDirect

Direct Indirect

Direct Indirect

IndirectDirect

2.3 Compare Products

Information



Competitive Product Information (r)

System

COF => Products DB

Lotus Notes


System

Oracle

SAP

Lotus Notes


Information




Competitive Product Information (r)

IndirectDirect

IndirectDirect

2.8 Save/Retrieve Order (Config./Quote)

Information

Quote/Configuration (crud)

Sales Lead (cu)



System

Click Commerce DB

Captrack

COF

COF

System

Does Not Exist


Oracle

Oracle

Information

Quote/Configuration (crud)

Sales Lead (cu)



Direct Indirect

Information Needs by Capability:Shopping


12/38


3.1 Place Order 3.4 Capture Shipment Terms

3.2 Locate/Transfer to Channel Partner

3.5 View/Maintain Order Status & History

Information


Order (ru)

Inventory - Subscriber Units (ru)

Inventory - Parts/Acc (ru)

Credit (r)

Confirmation # (cr)

Shipping Terms (ru)

Payment Terms (ru)

System

COF

COF

Oracle

SAP

Oracle A/R (09)

Click Commerce DB

COF, Contracts DB

COF, Contracts DB

System

Oracle

Oracle

SAP

COF

CMS

Oracle

SAP

Oracle A/R (09)

Does Not Exist

Oracle

Oracle

SAPOracle

Information


Subscriber Order (cru)

Parts/Acc Order (cru)

Infrastructure Order (cru)

Services Order (cru)

Inventory - Subscriber Units (ru)

Inventory - Parts/Acc (ru)

Credit (r)

Confirmation # (cr)

Shipping Terms - Subscriber (ru)

Shipping Terms - Infrastructure (ru)

Shipping Terms - Parts/Acc (ru)Payment Terms (ru)

Information



Demographic Data (r)

Preferences (r)

Reseller Profile (r)

Order (ru)

Referral (cu)

Location/Map Information (r)

System

COF

COF

COF and CapTrack

Does Not Exist

COF

COF

Does Not Exist

Does Not Exist

System

Oracle

Oracle

Does Not Exist

Does Not Exist

Oracle

Oracle

Does Not Exist

Does Not Exist

Information



Demographic Data (r)

Preferences (r)

Reseller Profile (r)

Order (ru)

Referral (cu)


Information


Shipment Terms (cru)

Shipment Pricing Schedule (r)

System

COF

COF, Contracts DB

COF

System

Oracle

Oracle

COF

SAP

Oracle

Oracle

SAP

Information


Shipping Terms - Subscriber (cru)

Shipping Terms - Infrastructure (cru)

Shipping Terms - Parts/Acc (cru)

Shipment Pricing Schedule - Subscriber (r)

Shipment Pricing Schedule - Infrastructure (r)

Shipment Pricing Schedule - Parts/Acc (cru)

Information


Order (r)

Order Status (ru)

Shipment Status (ru)

Purchase History (ru)

Payment History (ru)

Issues/Case (crud)

System

COF

COF

COF=>Order Status Data Mart


COF=>Wildcat DW

Oracle A/R (02)

GCC Clarify and InterTrack

System

Oracle

Oracle

SAP

COF

CMS

Yantra & Carrier Web Site


SAP and Carrier Web Site

Oracle

COF

SAP

Oracle

Oracle A/R (09)


Information






Shipment Status - Subscriber (ru)

Shipment Status - Infrastructure (ru)

Shipment Status - Parts/Acc (ru)

Order Status - Subscriber (ru)

Order Status - Infrastructure (ru)

Order Status - Parts/Acc (ru)



Issues/Case (crud)

c - create r - read


Direct Indirect

3.6 Upload Orders from Customer System

Information


Order (cru)

Confirmation # (cr)

System

COF

COF

Corporate EDI

System

Oracle

Oracle

SAP

COF

CMS

Oracle

SAP

EDIServ

Information






Inventory - Subscriber Units (u)

Inventory - Parts/Acc (u)

Confirmation # (cr)

IndirectDirect

Direct IndirectIndirectDirect

3.3 Process Payment Method

Information


Account (ru)

Payment Terms (cru)

Order (r)

Payment (cr)

Invoice - Products (cu)

Invoice - Service (cu)


System

COF

Oracle A/R (02)

COF, Contracts DB

COF

Oracle A/R (02)

Systems 2000

CMS


System

Oracle

Oracle A/R (09)

Oracle

Oracle

COF

Oracle A/R (09)

Oracle A/R (09)

Systems 2000

CMS


Information


Account (ru)

Payment Terms (cru)

Order - Subscriber & Parts/Acc (r)

Order - Infrastructure (r)

Payment (cr)

Invoice - Subscriber & Parts/Acc (cu)

Invoice - Infrastructure (cu)

Invoice - Service (cu)


IndirectDirect

IndirectDirect



13/38


4.1 View/MaintainAccount Status (AR, Payments) 4.4 Register Product/ IssueWarranty

Information


Account (crud)

Checks/Invoices Images (cru)



Invoices (r)

Payment Status (ru)

Issues/Case (crud)

System

COF

Oracle A/R (02)

Imaging

COF=>Wildcat DW

Oracle A/R (02)

System2000

Oracle A/R (02)


System

Oracle

Oracle A/R (09)

Imaging

Oracle

Oracle A/R (09)

Oracle A/R (09)

Systems 2000

Oracle A/R (09)


Information


Account (crud)




Invoice - Subscrib & Parts/Acc (rud)

Invoice - Infrastructure (rud)

Payment Status (ru)

Issues/Case (crud)

Information



Warranty - Subscriber (cru)

Warranty - Infrastructure (cru)

Product Registration (c))

System

COF

Does Not Exist

Merlin

CMS

Does Not Exist

System

Oracle

Does Not Exist

Merlin

CMS

Does Not Exist

Information



Warranty - Subscriber (cru)

Warranty - Infrastructure (cru)

Product Registration (c)

c - create r - read


4.5 Manage Service Cases

Information


Issue/Case - Infrastructure (crud)

Issue/Case - Subscriber (crud)





System

COF

Clarify

Metrix

COF=>Wildcat DW

Oracle A/R (02)

Metrix =>Wisdom DW

SSC Clarify

System

Oracle

Clarify

Metrix

Oracle

Oracle A/R (02)

Metrix =>Wisdom DW

SSC Clarify

Information


Issue/Case - Infrastructure (crud)

Issue/Case - Subscriber (crud)





Direct Indirect

4.6 Locate/Refer & Dispatch Servicer

Information


Issue/Case - Infrastructure (rud)

MSS Profile (r)


System

COF

SSC Clarify

SSC Clarify

Does Not Exist

System

Oracle

SSC Clarify

SSC Clarify

Does Not Exist

Information


Issue/Case - Infrastructure (rud)

MSS Profile (r)


IndirectDirect


4.3 Import/Export Catalog Information

Information


Membership (r)

Preferences (r)

Contract (r)

System

COF

Click Commerce DB

Does Not Exist

Contracts DB

System

Oracle

AccessSecure

Does Not Exist

Oracle

SAP

Information


Membership (r)

Preferences (r)



IndirectDirect

4.2 Manage Service Account/Repairs

Information


Service Account (crud)

Service History - RSC (crud)

Service History - SSC (crud)




Payment Status (r)

Service Invoices (r)

RMA - Subscriber (crud)

RMA - Infrastructure (crud)

RMA - Parts/Acc (crud)

Service/Repair Status - RSC (ru)

Service/Repair Status - SSC (ru)

Warranty - Subscriber (ru)

Warranty - Infrastructure (ru)Warranty Claim - Subscriber (ru)

Warranty Claim - Infrastructure (ru)

Service Request - RSC (crud)

Service Request - SSC (crud)

Existing System Configurations (ru)

System

COF

Oracle A/R (02)

Metrix => Wisdom DW

SSC Clarify

Imaging

COF=>Wildcat DW

Oracle A/R (02)

Oracle A/R (02)

CMS

Oracle

GCC Clarify

SAP

Metrix =>Wisdom DW

SSC Clarify

Merlin

CMSMerlin

SSC Clarify

Metrix

SSC Clarify

Customer Configuration DB

System

COF

Oracle A/R (02)

Metrix => Wisdom DW

SSC Clarify

Imaging

Oracle

Oracle A/R (02)

Oracle A/R (02)

CMS

Oracle

GCC Clarify

SAP

Metrix =>Wisdom DW

SSC Clarify

Merlin

SSC ClarifyMerlin

SSC Clarify

Metrix

SSC Clarify

Information


Service Account (crud)

Service History - RSC (crud)

Service History - SSC (crud)




Payment Status (r)

Service Invoices (r)

RMA - Subscriber (crud)

RMA - Infrastructure (crud)

RMA - Parts/Acc (crud)

Service/Repair Status - RSC (ru)

Service/Repair Status - SSC (ru)

Warranty - Subscriber (ru)

Warranty - Infrastructure (ru)Warranty Claim - Subscriber (ru)

Warranty Claim - Infrastructure (ru)

Service Request - RSC (crud)

Service Request - SSC (crud)

IndirectDirect

4.7 Download Software Updates/Fixes

Information


Contract (r)

Existing System Configuration (ru)

Compatibility (r)

Software (r)


Account (ru)

System

COF

Contracts DB

Customer Configuration DB

Compatibility DB


COF

Oracle A/R (02)

System

Oracle

Oracle

SAP

Compatibility DB


Oracle

Oracle A/R (09)

Information




Compatibility (r)

Software (r)


Account (ru)

IndirectDirect

4.6 View/Search Knowledge Base

Information


Technical Knowledge (r)

System

COF

Primus KnowledgeBase

System

Oracle

Primus KnowledgeBase

Information


Technical Knowledge (r)

IndirectDirect

Information Needs by Capability:Customer Service


14/38


5.1 Marketing Collateral/ Fulfillment 5.4 Import/Export End User Information

5.2 View/ Manage Incent./Rebates 5.5 Schedule/ Register for Training

5.6 Perform Online Training

Information


Marketing Collateral (crud)

Collateral Order (crud)

Collateral Order Status (crud)

System

COF



Does Not Exist

System

Oracle



Does Not Exist

Information


Marketing Collateral (crud)

Collateral Order (crud)

Collateral Order Status (crud)

Information Promotion (crud)


SystemSystem Not Identified

COF


Oracle

Oracle

SAP

InformationPromotion (crud)


Pricebook - Subscriber/Infrast. (ru)

Pricebook - Parts/Acc (ru)

Information

End User Statistics (cru)


Membership (r)

System

Does Not Exist

COF

Click Commerce DB

System

Does Not Exist

Oracle

AccessSecure

Information

End User Statistics (cru)


Membership (r)

InformationCourse Catalog (r)

Training Registration (crud)


Invoice (c)


Account (ru)

Customer Transcript (ru)



COF


COF





Oracle


Oracle



InformationCourse Catalog (r)

Training Registration (crud)


Invoice (c)


Account (ru)


Information

CBT (r)



System


COF


System


Oracle


Information

CBT (r)



c - create r - read


Direct Indirect

IndirectDirect


5.3 View/ Manage Referred Leads

Information

Sales Lead (crud)


Membership (r)

System

Captrack

COF

Click Commerce DB

System


Oracle

AccessSecure

Information

Sales Lead (crud)


Membership (r)

IndirectDirect

IndirectDirect

Information Needs by Capability:Channel Support


15/38


7.1 Customer Insight 7.2 Customer Data Management

Information

End User Statistics (r)

Promotion (crud)


Preferences (r)

Membership (r)

Browse History (cru)




Call History (r)

System

Does Not Exist


COF

Does Not Exist

Click Commerce DB

Click Commerce DB

COF=>Wildcat DW

Metrix =>Wisdom DW


GCC Clarify

System

Does Not Exist


Oracle

Does Not Exist

AccessSecure

AccessSecure

Oracle

Metrix =>Wisdom DW


GCC Clarify

Information


Promotion (crud)


Preferences (r)

Membership (r)





Call History (r)

Information







Payment History (r)

Call History (r)

System

COF

COF

Click Commerce DB

COF=>Wildcat DW

Metrix =>Wisdom DW

SSC Clarify

Oracle A/R (02)

GCC Clarify

System

Oracle

Oracle

AccessSecure

Oracle

Metrix =>Wisdom DW

SSC Clarify

Oracle A/R (09)

GCC Clarify

Information







Payment History (r)

Call History (r)

c - create r - read


IndirectDirect

7.3 Manage/Evaluate Continuous Improvements

Information







Payment History (r)

Call History (r)

System

Does Not Exist

COF

Click Commerce DB

COF=>Wildcat DW

Metrix =>Wisdom DW

SSC Clarify

Oracle A/R (02)

GCC Clarify

System

Does Not Exist

Oracle

AccessSecure

Oracle

Metrix =>Wisdom DW

SSC Clarify

Oracle A/R (09)

GCC Clarify

Information







Payment History (r)

Call History (r)

IndirectDirect

IndirectDirect

Information Needs by Capability:Optimize Performance


16/38


Introduction

Application Map


Key Assumptions Application Direction



Contents


17/38


SAP will be migrated to Oracle as a high priority effort.

Business will accept that Web based real-time pricing, availability and order status will not beavailable for parts orders until SAP is replaced. Service level will be similar to Powerlink.

Oracle AR systems will be merged, and will form the foundation for the future Customer Master.

A Product master approach will be investigated, and will be based on COF and/or Oracle.

COF will continue as the primary direct customer ordering system, while Oracle will support

Dealers and other AAD customers.

Pricing and freight schemes will be consolidated to be able to provide customers with consistentview.

Distribution of the Customer Service Architecture will be aligned with the Oracle installationsaround the globe.

These are key assumptions that have been made in order to define the applicationblueprint. The rationale for these assumptions is further explained in the KeyArchitecture Decisions section and in the Business Issues section in theImplementation Plan

Key Assumptions


18/38


Introduction

Application Map


Key Assumptions




Contents


19/38


XXX has defined a direction for the Order-to-Cash, Call Centers, and Distribution and Manufacturing systems.Customer Service solution must build on the underlying applications and systems to present one face to the customer.

Order and Service Order to Cash

Application Direction: Oracle, COF & Clarify

Customer Service Front End

Application Direction: TBD

Distribution and Manufacturing

Application Direction: Oracle



20/38


SAPOTC

OracleCOF

OTCAR

GCCClarify

If XXX continued with the current and planned initiatives without any systemconsolidation, the Application Architecture would be increasingly morecomplex. The current architecture includes several separate self -serviceenvironments. Significant ongoing efforts include the Clarify installations andthe Contract Management System.

CMSOracle

AROracle 02

MetrixPrimus

KB

SCCClarify

Order AccountCustomerProduct

WebServer - IIS

EFT

Service

Application Server - Click

Authent.Click

Contracts OrderProductCustomer Account

EDI server / CompuServe

Direct Extranet Powerlink/Native EDI AccessSecure

DSSAccesspoint Eugene Etc.

Web Server - NetscapeAuthent.Netscape

Heterogeneous and fragmented front-end solutions

Atlanta PlantationOther DC &

manufacturing

Three ERP systems in North America Customer Master approach needed Two sector AR systems Two Clarify installations in progress Depots will run on Metrix and Clarify

Loose coupling of Ordering and Fulfillment systems

Current Planned Application Architecture


21/38


Key Decision: Short or Long-term Focus

There are two distinct directions that can be taken. Either we build on top of the existing system portfolio, theSuper ERP approach, or we consolidate the back-end systems first and then establish self-service solutions. Therecommendation is based on long-term conformance with the business imperatives.

Consideration Super ERP approach Integrated approach

Approach Build a front end that will hide the complexitiesof the underlying systems. The front-end willrepresent a complete order processing engine,leveraging existing ERP systems for fulfillmentof orders and for billing.

Gradually consolidate the back end systemsaccording to Motorola application strategy. Selfservice will be enabled once the back endsystems are consolidated for a particularcustomer segment.

Complexity Overall system complexity increases over time.Many integration points with existing systems.Need for run-time consolidation of informationwill be a challenge.

Resulting system complexity decreased overtime. However the back end consolidation willbe a significant work effort. The benefit is thatmany of the problems will be solved once andfor all instead of being masked.

One face to thecustomer

The front end will attempt to provide one face tothe customer, but the back end will not presentthe same picture. Thus, the front-end must beused by all customer service representatives,raising the stakes for completeness of thesolution.

One face will be enabled once the systems hasbeen consolidated for the customer segment.Both the customer, the service representatives,and the actual fulfillment systems will have thesame view of the customer, order and invoice.

Ability to deliverresults quickly

Less dependency on existing systems will makeit possible to proceed quicker with Websolutions.

More dependency on systems consolidationwill increase the time until all customersegments will have the desired capability.


22/38


Order AccountCustomerProduct

SAPOTC

OracleCOF

OTCAR

WebServers

InsightDW

GCC

Clarify

Content

EFTService

Application Servers

ContentAuthor / Publish

CustomerInsight

CustomerData Mgmt

Cred Card

Services

Authent.Service

Assuming that back-end system consolidation will beslow, the Customer Service Architecture will attemptto hide the underlying complexities in systems andprocesses.

CarrierSites

Contracts

CMSOracle

AROracle 02

Metrix

SCC

Clarify

PrimusKB

Service

Clarify /Primus

WebInterface

Multiple Order to Cash systems Two Clarify installations must be integrated Multiple systems in Service area Customer Master unresolved

Multiple AR systems

Complex consolidation of customer, product,order and account information.

Order splitting, routing and pricing engine, Invoice consolidation unresolved Customer maintenance unresolved,


manufacturing

Super ERP approach


23/38


Customer AccountOrderProduct

OTCOracle

WebServers

InsightDW

Clarify

Content

EFTService

Application Servers

ContentAuthor / Publish

CustomerInsight

CustomerData Mgmt

Cred CardServices

Authent.Service

Focusing on rapid back-end systems and process consolidation, thecustomer service application architecture can be streamlined. Self-service willbe enabled for new customer segments and product categories, based on aconsolidated back-end information architecture.

CarrierSites

Contracts

CMSOracle

XXXAR

PrimusKB

Service

CustomerMaster

Equipment OTC standardized on Oracle & COF Tight integration of Ordering and Fulfillment Customer service integrated on Clarify Sector AR consolidated Customer master integrated on Oracle and Clarify

Consolidation of back-end simplifies front-endcomplexity.

Order routing to COF or SAP Replication of information where needed for

performance

Clarify /Primus

WebInterface

Metrix,COF

Oracle is likely tobecome the

customer master.


manufacturing

ProductMaster

Target Application Architecture


24/38


Account- Account header- Invoice header/detail- Payments applied

Order- ID- Saved Orders- Quotes

- Placed Orders (all)- Order status- Shipment tracking

Product-Item number- Model/Option rules- List / NSO price

- Price books- Possible sourcing- Preferred sourcing- Availability

The new databases will host information specific to the self-service solution and replicated/cached information forimproved performance and availability.

Customer- ID- Name- Type- Account Number- Enterprise info- Category- Contact info- XYZ Companycontact info- Billing Address- Shipping Address- Credit card (encrypt)- Preferences- Demographics

Key information will be replicated to shield production systems from unpredictable customer / end useraccess. Decision to replicate can be pragmatically made based on ease of integration with back-end systemand performance impact.

Service- Account header- Work ticket status- Repair status

Front-end Data Stores


25/38


The ApplicationBlueprint is basedon a detailedunderstanding andanalysis of the USsolution and a highlevel view of the

non-US solution.The key areas thatmust beinvestigated andcustomized for eachadditional regionare:

Area Consideration

Parts & Accessories Europe uses MCS for parts. Special interfaces will be needed unless migrated.Regions already running Oracle will have a simplified solution.

Customer Master Customer Master approach must take in to account the need for cross regionalcustomer service, such as the SSC providing global support.

Product Master Product set differs between regions. Product master approach must take into

account which products are globally consistent and which are locally managed.Customer Strategy For each region, define which customer categories are targeted, such as

exporter, distributor, resellers, and any special considerations for thesecustomer categories.

Non-Oracle AR system If AR system is not Oracle, additional interfaces must be built for account status.Payment process will typically differ for each region as well.

Clarify Clarify rollout must be coordinated with the Customer Architecture. Additionalinterfaces will have to be built. Assume that Clarify will be global standard.

Pricing policy Solution may have to accommodate some form of competitive pricing & sales

force overriding of prices.

Product Authorization Authorization policies may differ, especially for software downloads. Verify if thesame model can be used across the regions.

Language Language translation is required, and certain parts of the user interface mayneed to be customized.

Content Management Content Management process needs to be able to coordinate combination ofglobally and locally managed content, as well as translation services.

Global Considerations


26/38


Introduction

Application Map

Information needs by Capability

Key Assumptions




Contents


27/38


The following distribution guidelines have been defined to assist the decision of when to replicate data, when touse data warehouses and data marts, and when to use real-time access to production systems. In addition to

these guidelines, the ease of implementation will be considered.

Reading Operational Data - Near

real-time requirement

Retrieve or update - real-timeresponse / confirmation needed

Update transactions - real-timeconfirmation not needed

Read static or historical data -Previous day or less currentacceptable

If read volume is low compared to data change

volume then obtain real-time access from masterstorage.

If read volume is high compared to data changevolume the access data from near real-timereplicated data storage or data mart.

Synchronously apply transaction to the system

Apply transactions via asynchronous access orbatch.

For low / predictable volume, use real-timeaccess from master storage

For high / unpredictable volume, access datafrom data warehouse. Batch extract or eventbased update of warehouse.

Solution ExampleType of Access

Order status, stocked items order

Order status, build to order(COF solution already exists)

Get priceGet availabilityBook a stocked items order

Place a build to order

Product information,Account information

Data Distribution Guidelines


28/38


Introduction

Application Map

Information needs by Capability

Key Assumptions




Contents


29/38


The following slides provide evaluation of key decisions that have to be made, and arecommended approach will be taken based on our current understanding of XXX

priorities.

Trade-offs between functionality and architecture feasibility have been

addressed in detail for the following key solution:

Product Configuration

Pricing

Availability

Place Order

Order Status Account Status

Customer Service (Repairs, Service Cases)



30/38


For several of the recommended customer service solution there is a significant gap between what we ideallywould want to provide to users, and what is viable from a technical or business point of view. The following slidesexplores the key trade-offs for specific solution. Shown below is the format which is used for the evaluations.

Architecture Alternative Considerations

The alternative that is technicaly theeasiest to implement

The key technical and businessconsequences and assumptions for

this alternative

The alternative which is closest tothe business vision, most real timeetc.

vision

initial

Recommended first implementation of thecapability, if different than the vision.

The target solution once business andtechnical obstacles are addressed.

Harder to implement Closer to vision

Easier to implement Further from vision

initial

vision

Functionality vs. Architecture Trade-offs


31/38


32/38



Front-end presents list price / NSOprice, and contract price. Final pricecalculated near real time after orderhas been submitted.

Real time final price will not be available, except for pre-pricedcontracts. Service level will be similar to todays Powerlink andExtranet.

Dual-sourced products and freight pricing consolidated across CGISS.

Parts not accurately priced because SAP pricing too complex to mimic.Front-end presents list price / NSOprice or contract price. Final pricecalculated real time by ERP at userrequest / before accepting order.

Real time pricing will not include parts until SAP replaced.

Real time pricing interface must be built to both Oracle and COF.

Investigate feasibility of Oracle pricing without actually submitting theorder.

Parts, accessories and freight pricing consolidate across CGISS

Real-time price calculated by both frontend pricing engine and by ERPsystems.

Unless pricing/promotion scheme is significantly simplified, it isunrealistic that same price will be consistently applied by front-end andback-end.

Requires that parts, accessories and freight pricing is consolidatedacross CGISS.

Real-time price calculated by front endpricing engine. ERP system acceptsprice from front end.

Front-end must be complete enough to be used for all order entry also within Motorola and by service representatives.

Dependent on the SAP upgrade/replacement to have a tight enoughintegration with SAP.

ERP system may not be able to accept prices set by front end.

Pricing and freight scheme simplified and consolidated across CGISS

Vision: Final price available in real-time before submitting order. Price independent of XYZ Company accesspoint and sourcing.

vision

View Price/Availability: Price


33/38



Expected lead times displayed.Notification through manual process.

Current Powerlink / Extranet service level.

Provide previous days inventory /expected lead time available whenbrowsing catalog. Notification if notable to fulfill.

Assumption that last days inventory will be almost as accurate as realtime access due to true ATP not being in place anyway.

Do not provide these interfaces to SAP since this would be throwaway.

Provide previous days inventory /expected lead time available whenbrowsing catalog. Actual ATP onlyavailable for parts & accessories.Notification if not able to fulfill.

SAP hardware and/or software upgrade to provide real time integration.

Assume real time ATP not relevant for systems orders / add on orders,or subscriber unit order.

Provide previous days inventory /expected lead time available whenbrowsing catalog. Actual ATPpresented real time before submittingorder. Notification if not able to fulfill.

No availability provided for parts until SAP upgraded/replaced.Dependent on indirect channel ability to provide ATP through Oracle.

Investigate best way to interface with Oracle in real time.

Assume real-time ATP not relevant for systems orders / add-on orders.

Vision: Realistic availability given at the time of specifying order. Self-service should givethe same result as calling customer service. Proactive notification if not able to fulfill.

initial

vision

Note: COF orders availability is not required since most orders are build to order.

View Price/Availability: Availability


34/38



Customer creates multiple orders based on abilityfor order processing systems to handle items thatare sourced from different systems (i.e. Dealerscreate separate orders for Parts/Acc and Radios).

Direct customers will be routed through COF.Confirmation # will be supplied for each order byrespective ERP system.

Similar to existing Powerlink functionality.

Will become burdensome for customers as further integrationacross CE occurs.

Not product neutral for customers

Single order is created by customer which is brokenup by application server and routed to multiple ERPsystems. Confirmation # is supplied by applicationserver. This is the Super ERP solution.

Customer shielded from multiple ERP systems.

Bill consolidation will not be attempted customer will receivemultiple bills for split orders, but with same PO number.

Fairly complex architecture to keep order and order statusconsolidated in new data mart which must cover all orders.

Inconsistent pricing across business units must be rectified.

Routing engine will take into account the products and thecustomer and route to appropriate system.

Web based system must be used for all order status inquires

Single order is created by the customer which isrouted to the respective ERP system. The ERPsystem will support all items that make sense toretain as a single order (e.g. cellular and radios notnecessarily in one order). Order confirmed andfulfilled through the ERP system.

Dependent on parts moved to Oracle.

Inconsistent pricing across business units must be rectified.

Close to one face to the customer.

Vision: One logical order that is submitted to a single order processing system, which would return a confirmation # inreal-time and fulfill the order. Different ERP systems may be used for different product and customer combinations.

vision

initial

Place Order


35/38


View/Maintain Order Status and History

Vision: Accurate order status available at user request. Customer servicerepresentatives need finer granularity than customer (e.g. credit hold, waiting forreplenishment). Carrier shipment information integrated in order status.


Order status obtained through status

data mart, updated via ERP eventtriggers on order create and orderstatus change. Shipment trackingobtained from data mart populated byDC / Manufacturing.

Granularity sufficient for Customers but not always for Customer

Service representatives.COF trigger already in place.

ERP system will not give the same view as the Self Service application.

Order status obtained through statusdata mart, updated via ERP eventtriggers on order create and orderstatus change. Shipment tracking anddetailed status via tighter integration

between order and DC/Manufacturingsystem.

Until SAP upgraded or replaced service level will be similar to todaysPowerlink.

Add custom trigger to Oracle to provide notification.

Additional notifications and information from fulfillment systems to order

systems.

Order status obtained through real timeaccess to ERP systems. Shipmenttracking and detailed status via tighterintegration between order andfulfillment system

Until SAP is upgraded or replaced, service level will be similar totodays Powerlink.

Oracle must be scaled for real time order status access.

Service level identical to trigger-based alternative.

COF will use status data mart instead of real time access, because thissolution already exists.

vision


36/38



Account status obtained through ARdata mart, containing account and

invoice header/detail, updated vianightly updates.

Timeliness is sufficient since the system is updated in batch. Howeverthe transaction can not be executed against the copy.

Data mart will also track EFT or electronic transfers in transit.

Account status obtained through datamart, updated via event triggers fromAR system.

Requires custom triggers to Oracle systems.

Data mart will also track EFT or electronic transfers in transit.

Account status obtained thorugh realtime access to single sector AR. Mayuse a replica of AR system if available.

Consolidation of sector AR systems.

Volume assumed to be small. Need to confirm if any hardware/softwareconsiderations for Oracle A/R instance.

Will need a data store to maintain what EFT or electronic payments arein transit so the customer sees an accurate view of balances andoutstanding invoices.

View/Maintain Account Status

Vision: Accurate, consolidated account status (balances, credit, invoices, payments,etc.) available at user request. Customer service representatives need finer granularitythan customers (e.g. credit issues,etc.)

vision


37/38



Directly interface with Metrix, Clarify

and CMS. Extract the statusinformation to a status data mart forconsolidated access.

Multiple system interfaces needed.

Clarify will not provide a full view of the customer - will need to go toMetrix for repair status, and CMS for contracts.

Interface with Clarify for all servicerelated contracts and status, with ARfor account status. Clarify servicestatus replicated if necessary, forperformance.

Clarify integrated with Metrix, so all repair status is accessible viaClarify.

Need for replica to be analyzed, based on anticipated volumes.

Clarify and web solution will give the same consolidated view ofinformation.

Vision: Accurate service account, repair and work ticket status available on userrequest. Service requests entered directly by the customer will be given the sameservice level as when calling the service center.

vision

Clarify is ideally the only place where the Customer Service representatives will need to go for servicecontracts, initiating work tickets or obtaining work ticket or repair status. Thus, if Clarify provides thisinformation, the web solution can interface with Clarify for all of these transactions. The details must beworked out in conjunction with the on-going Clarify project.

Manage Service Account/RepairsManage Service Cases


38/38

Date Version Description Author

Revision History

Date post:	06-Apr-2018
Category:	Documents
Upload:	deepak-singh
View:	223 times
Download:	1 times

Application Blueprint Sample

Documents