Application Blueprint Sample

Version 1.0

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Contents
Introduction Application Map Information Needs by Capability Key Assumptions Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Introduction
The purpose of the Application Blueprint is to identify which applications the solution will consist of and what the relationship is between them is. This will be a key input to the Technology 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 planned applications. 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 the Business Blueprint. Combining the information analysis with knowledge about existing systems and applications, the overall application direction is defined, and key decision points are analyzed and resolved.

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Contents
Introduction Application Map Information Needs by Capability

Key Assumptions
Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Application Map
Leveraging information about user working styles, geography and interface requirements, we can identify the required access channels for the targeted applications. Customers can take advantage of self-service solution or can be serviced via customer service representatives.

Business Applications Business Systems Integration Services

Users

The targeted business applications are those suites of solution that the architecture is designed to support. In this case, we are targeting applications that encompass customer service activities that are performed during the execution of market, sell, and serve activities.

Integration Services are the enabling technology for providing integration capability for the disparate application systems. 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 generic interface 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.

Business Systems consists of all existing and new Back-Office Applications and Databases that the targeted business applications will leverage for functionality and data. This includes packaged and custom applications as well as databases, data warehouses and data marts. The technology services are a comprehensive set of run-time services required to support the targeted applications and processing styles.

Technology Services

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Application Map
Direct Customers, Dealers & internal XYZ Company users

Users

Phone

Fax

Mail

E-Mail

Web Client

EDI/EFT File Transfer

Service Centers

Customer Service Applications

Targeted Applications

Operations and Maintenance

Integration Services

Business Objects
Adapters

Adapters / Translators

Collaborators

SAP

Oracle Oracle AR 02 GCC Clarify

Business Applications and Databases

Oracle AR 09 CMS Compatibility DB Item Master Imaging Product DB Contracts DB Status Datamart SSC Clarify

Customer Config DB Metrix Wisdom Warehouse

Knowledge Base (Primus) Midas Wildcat Warehouse

Business Systems

COF Training

Technology Services
2008 Accenture. All Rights Reserved. 6 3/18/2012 2:11 PM

Security Services

Enhance Customer Relationship

Shopping

Buying

Service

Channel Support

Optimize Performance

Contents
Introduction Application Map Information Needs by Capability

Key Assumptions
Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Information Needs by Capability

We now need to identify what information will be needed to satisfy the Business solution identified 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.

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Revisit the Business Solution

Enhance Customer Relationship
Customer 1.1 Identification/ Authentication 2.1 View/Search Catalog Configure Solution 1.2 Define/ Update Customer Profile Maintain 2.2 Personal Catalog 2.4 View Price 2.6 and Availability Add to Order 2.7 Place Order 3.1 3.3 Process Payment Method 3.4 Capture Shipment Terms

Shopping
2.3 Compare Products Upload 3.6 Orders from Customer System

Buying

2.5 Needs Assessment/ Buy Advisor

2.8 Save/ Retrieve Order (Config./Quote)

Locate/ 3.2 Transfer to Channel Prtnr.

3.5 View/ Maintain Order Status & History

Provide 1.3 Personalized Content/Marketing

Customer Service
Deliver PR 1.4 and Corporate Information Manage 1.5 Communication/ Proactive Service 4.3 Import/Export Catalog Information 4.1 View/Maintain Account Status (AR, Payments) Manage 4.2 Service Account/ Repairs Register 4.4 Product/ Issue Warranty 4.5 Manage Service Cases Download 4.7 Software Updates/Fixes View/Search 4.8 Knowledge Base

Channel Support

Capture 1.6 Customer Feedback

Facilitate 1.7 Customer Forums & Bulletin Boards

Marketing 5.1 Collateral/ Fulfillment

5.3 View/ Manage Referred Leads

Schedule/ 5.5 Register for Training

5.2 View/ Manage Incent./Rebates

Import/ 5.4 Export End User Information

5.6 Perform Online Training

Optimize Performance
7.1 Customer Insight 7.2 Customer Data Management 4.6 Locate/Refer & Dispatch Servicer

Operations and Management

7.3 Manage/Evaluate Continuous Improvements 6.1 Manage Security 6.2 Manage Content Monitor Site 6.3 Activity/ Reporting Provide 6.4 Administration Tools

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability: Enhance Customer Relationship

1.1 Customer Identification/ Authentication Direct Indirect System Click Commerce DB COF Click Commerce DB Information User Name & Password (r) Customer Profile (r) Membership/Access Rights (r) System AccessSecure Oracle AccessSecure Direct Information Customer Profile (r) 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 Clarify Oracle A/R (02) System Not Identified System Not Identified 1.5 Deliver PR and Corporate Information Indirect Information Customer Profile (r) 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) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Training Catalog (r) Tech Bulletins/News Content (crud) System Oracle AccessSecure Does Not Exist Yantra & Carrier Web Site COF & Carrier Web Site SAP & Carrier Web Site Oracle COF SAP Metrix =>Wisdom DW SSC Clarify Oracle Metrix =>Wisdom DW SSC Clarify Oracle A/R (09) System Not Identified System Not Identified

Information User Name & Password (r) Customer Profile (r) Membership/Access Rights (r)

1.2 Provide Personalized Content/Marketing Direct Information User Name & Password (cru) Membership/Access Rights (crud) Customer Profile (cru) Demographic Data (crud) Preferences (crud) Customer Account # (cr) Credit Card # (crud) System Click Commerce DB Click Commerce DB COF COF and CapTrack Does Not Exist COF Does Not Exist Indirect Information User 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) System AccessSecure AccessSecure COF Oracle Does Not Exist Does Not Exist COF Oracle Oracle

1.6 Capture Customer Feedback 1.3 Manage Communication/Proactive Service Direct Information Customer Profile (r) Preferences (r) Membership (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) Targeted Message Rules (crud) System COF Does Not Exist Click Commerce DB Click Commerce DB COF=>Wildcat DW Metrix => Wisdom DW SSC Clarify Oracle A/R (02) GCC Clarify Does Not Exist Indirect Information Customer Profile (r) Does Not Exist Membership (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) Targeted Message Rules (crud) System Oracle Does Not Exist AccessSecure AccessSecure Oracle Metrix => Wisdom DW SSC Clarify Oracle A/R (09) GCC Clarify Does Not Exist Direct Information Customer Profile (r) Membership (r) Preferences (r) Survey Questions/Rules (crud) System COF Click Commerce DB Does Not Exist Does Not Exist Indirect Information Customer Profile (r) Membership (r) Preferences (r) Survey Questions/Rules (crud) System Oracle AccessSecure Does Not Exist Does Not Exist

1.7 Facilitate Customer Forums & Bulletin Boards Direct Information Customer Profile (r) Membership (r) Preferences (r) Technical Information (crud) System COF Click Commerce DB Does Not Exist Primus Knowledgebase Indirect Information Customer Profile (r) Membership (r) Preferences (r) Technical Information (crud) System Oracle AccessSecure Does Not Exist System Not Identified

1.4 Define/ Update Customer Profile Direct Information Customer Profile (r) Preferences (r) Corporate/PR Content (crud) Membership (r) System Click Commerce DB Does Not Exist System Not Identified Click Commerce DB Indirect Information Customer Profile (r) Preferences (r) Corporate/PR Content (crud) Membership (r) System Oracle Does Not Exist System Not Identified AccessSecure

2008 Accenture. All Rights Reserved.

10

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability: Shopping

2.1 View/Search Catalog Direct Indirect System COF Click Commerce DB Does Not Exist Customer Config DB System Not Identified Contracts DB System Not Identified COF => Products DB System Not Identified COF, Contracts DB Lotus Notes Information Customer Profile (r) Membership (r) Preferences (r) Promotion (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Training Catalog (r) Product Info - Subscriber/Infrast. (r) Product Info - Parts/Acc (r) Product Graphics (r) Services Information (r) System Oracle AccessSecure Does Not Exist System Not Identified Oracle SAP System Not Identified Oracle SAP System Not Identified Lotus Notes Direct Information Customer Profile (r) Membership (r) Contract (r) Existing System Configurations (r) Product Information (r) Compatibility (r) System COF Click Commerce DB Contracts DB Customer Config DB COF => Products DB Compatibility Database 2.5 Needs Assessment/Buy Advisor Indirect Information Customer Profile (r) Membership (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Product Info - Subscriber/Infrast. (r) Product Info - Parts/Acc (r) Compatibility (r) System Oracle AccessSecure Oracle SAP Oracle SAP Compatibility Database

Information Customer Profile (r) Membership (r) Preferences (r) Existing System Configurations (r) Promotion (r) Contract (r) Training Catalog (r) Product Information (r) Product Graphics (r) Product Pricing (r) Services Information (r)

2.6 View Price and Availability Direct Information Customer Profile (r) 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 System Not Identified Contracts DB Does Not Exist Oracle SAP System Not Identified System Not Identified Indirect Information Customer Profile (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Promotion (r) Membership (r) Preferences (r) Inventory - Subscriber Units (r) Inventory - Parts/Acc (r) Currency Conversion (r) System Oracle Oracle SAP System Not Identified AccessSecure Does Not Exist Oracle SAP System Not Identified

2.2 Maintain Personal Catalog Direct Information Customer Profile (r) Membership (r) Contract (r) Personal Catalog (crud) System COF Click Commerce DB Contracts DB Does Not Exist Indirect Information Customer Profile (r) Membership (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Personal Catalog (crud)

System Oracle AccessSecure Oracle SAP Does Not Exist

2.3 Compare Products Direct Information Product Information (r) Services Information (r) Competitive Product Information (r) System COF => Products DB Lotus Notes System Not Identified Indirect Information Product Info - Subscriber/Infrast. (r) Product Info - Parts/Acc (r) Services Information (r) Competitive Product Information (r) 2.7 Add to Order System Oracle SAP Lotus Notes System Not Identified Direct Information Order (crud) Customer Account # (r) Quote/Configuration (r) Customer Profile (r) System COF COF Click Commerce DB COF Information Subscriber Order (crud) Parts/Acc Order (crud) Infrastructure Order (crud) Customer Account # (r) Quote/Configuration (r) Customer Profile (r) Indirect System Oracle SAP COF Oracle Does Not Exist Oracle

2.4 Configure Solution Direct Information Customer Profile (r) Membership (r) Contract (r) Existing System Configurations (r) Product Information (r) Compatibility Information (r) Configuration (cru) System COF Click Commerce DB Contracts DB Customer Config DB COF => Products DB Compatibility Database Customer Config DB Indirect Information Customer Profile (r) Membership (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Product Info - Subscriber/Infrast. (r) Product Info - Parts/Acc (r) Compatibility (r) System Oracle AccessSecure Oracle SAP Oracle SAP Compatibility Database

2.8 Save/Retrieve Order (Config./Quote) Direct Information Quote/Configuration (crud) Sales Lead (cu) Customer Profile (r) Customer Account # (r) System Click Commerce DB Captrack COF COF Information Quote/Configuration (crud) Sales Lead (cu) Customer Profile (r) Customer Account # (r) Indirect System Does Not Exist System Not Identified Oracle Oracle

2008 Accenture. All Rights Reserved.

11

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability

3.1 Place Order Direct Indirect System COF COF Oracle SAP Oracle A/R (09) Click Commerce DB COF, Contracts DB COF, Contracts DB Information Customer Account # (r) 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) System Oracle Oracle SAP COF CMS Oracle SAP Oracle A/R (09) Does Not Exist Oracle Oracle SAP Oracle Direct Information Customer Profile (ru) Shipment Terms (cru) Shipment Pricing Schedule (r) System COF COF, Contracts DB COF 3.4 Capture Shipment Terms Indirect Information Customer Profile (ru) 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) System Oracle Oracle COF SAP Oracle Oracle SAP

Information Customer Account # (r) Order (ru) Inventory - Subscriber Units (ru) Inventory - Parts/Acc (ru) Credit (r) Confirmation # (cr) Shipping Terms (ru) Payment Terms (ru)

3.5 View/Maintain Order Status & History Direct System COF COF COF=>Order Status Data Mart COF & Carrier Web Site COF=>Wildcat DW Oracle A/R (02) GCC Clarify and InterTrack Indirect Information System Customer Account # (r) Oracle Subscriber Order (cru) Oracle Parts/Acc Order (cru) SAP Infrastructure Order (cru) COF Services Order (cru) CMS Shipment Status - Subscriber (ru) Yantra & Carrier Web Site Shipment Status - Infrastructure (ru) COF & Carrier Web Site Shipment Status - Parts/Acc (ru) SAP and Carrier Web Site Order Status - Subscriber (ru) Oracle Order Status - Infrastructure (ru) COF Order Status - Parts/Acc (ru) SAP Purchase History (ru) Oracle Payment History (ru) Oracle A/R (09) Issues/Case (crud) GCC Clarify and InterTrack

3.2 Locate/Transfer to Channel Partner Direct Information Customer Profile (r) Customer Account # (r) 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 Indirect Information Customer Profile (r) Customer Account # (r) Demographic Data (r) Preferences (r) Reseller Profile (r) Order (ru) Referral (cu) Location/Map Information (r) System Oracle Oracle Does Not Exist Does Not Exist Oracle Oracle Does Not Exist Does Not Exist

Information Customer Account # (r) Order (r) Order Status (ru) Shipment Status (ru) Purchase History (ru) Payment History (ru) Issues/Case (crud)

3.3 Process Payment Method Direct Information Customer Account # (r) Account (ru) Payment Terms (cru) Order (r) Payment (cr) Invoice - Products (cu) Invoice - Service (cu) Currency Conversion (r) System COF Oracle A/R (02) COF, Contracts DB COF Oracle A/R (02) Systems 2000 CMS System Not Identified Indirect Information Customer Account # (r) 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) Currency Conversion (r) System Oracle Oracle A/R (09) Oracle Oracle COF Oracle A/R (09) Oracle A/R (09) Systems 2000 CMS System Not Identified Information Customer Account # (r) Order (cru) Confirmation # (cr) Direct

3.6 Upload Orders from Customer System Indirect System COF COF Corporate EDI Information Customer Account # (r) Subscriber Order (cru) Parts/Acc Order (cru) Infrastructure Order (cru) Services Order (cru) Inventory - Subscriber Units (u) Inventory - Parts/Acc (u) Confirmation # (cr) System Oracle Oracle SAP COF CMS Oracle SAP EDIServ

2008 Accenture. All Rights Reserved.

12

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability: Customer Service

4.1 View/MaintainAccount Status (AR, Payments) Direct Indirect System COF Oracle A/R (02) Imaging COF=>Wildcat DW Oracle A/R (02) System2000 Oracle A/R (02) GCC Clarify and InterTrack Information Customer Account # (r) Account (crud) Checks/Invoices Images (cru) Purchase History (ru) Payment History (ru) Invoice - Subscrib & Parts/Acc (rud) Invoice - Infrastructure (rud) Payment Status (ru) Issues/Case (crud) System Oracle Oracle A/R (09) Imaging Oracle Oracle A/R (09) Oracle A/R (09) Systems 2000 Oracle A/R (09) GCC Clarify and InterTrack Direct Information Customer Profile (r) Targeted Message Rules (crud) Warranty - Subscriber (cru) Warranty - Infrastructure (cru) Product Registration (c)) System COF Does Not Exist Merlin CMS Does Not Exist 4.4 Register Product/ IssueWarranty Indirect Information Customer Profile (r) Targeted Message Rules (crud) Warranty - Subscriber (cru) Warranty - Infrastructure (cru) Product Registration (c) System Oracle Does Not Exist Merlin CMS Does Not Exist

Information Customer Account # (r) Account (crud) Checks/Invoices Images (cru) Purchase History (ru) Payment History (ru) Invoices (r) Payment Status (ru) Issues/Case (crud)

4.5 Manage Service Cases Direct Information System Customer Profile (r) COF Issue/Case - Infrastructure (crud) Clarify Issue/Case - Subscriber (crud) Metrix Purchase History (ru) COF=>Wildcat DW Payment History (ru) Oracle A/R (02) Service History - RSC (r) Metrix =>Wisdom DW Service History - SSC (r) SSC Clarify Indirect Information System Customer Profile (r) Oracle Issue/Case - Infrastructure (crud) Clarify Issue/Case - Subscriber (crud) Metrix Purchase History (ru) Oracle Payment History (ru) Oracle A/R (02) Service History - RSC (r) Metrix =>Wisdom DW Service History - SSC (r) SSC Clarify

4.2 Manage Service Account/Repairs Direct Information Customer Account # (r) Service Account (crud) Service History - RSC (crud) Service History - SSC (crud) Checks/Invoices Images (cru) Purchase History (ru) Payment History (ru) 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 CMS Merlin SSC Clarify Metrix SSC Clarify Customer Configuration DB Indirect Information Customer Account # (r) Service Account (crud) Service History - RSC (crud) Service History - SSC (crud) Checks/Invoices Images (cru) Purchase History (ru) Payment History (ru) 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) 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 Clarify Merlin SSC Clarify Metrix SSC Clarify

4.6 Locate/Refer & Dispatch Servicer Direct Information Customer Profile (r) Issue/Case - Infrastructure (rud) MSS Profile (r) Location/Map Information (r) System COF SSC Clarify SSC Clarify Does Not Exist Indirect Information Customer Profile (r) Issue/Case - Infrastructure (rud) MSS Profile (r) Location/Map Information (r) System Oracle SSC Clarify SSC Clarify Does Not Exist

4.7 Download Software Updates/Fixes Direct Information Customer Profile (r) Contract (r) Existing System Configuration (ru) Compatibility (r) Software (r) Customer Account # (r) Account (ru) System COF Contracts DB Customer Configuration DB Compatibility DB System Not Identified COF Oracle A/R (02) Indirect Information Customer Profile (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) Compatibility (r) Software (r) Customer Account # (r) Account (ru) System Oracle Oracle SAP Compatibility DB System Not Identified Oracle Oracle A/R (09)

4.3 Import/Export Catalog Information Direct Information Customer Profile (r) Membership (r) Preferences (r) Contract (r) System COF Click Commerce DB Does Not Exist Contracts DB Indirect Information Customer Profile (r) Membership (r) Preferences (r) Pricebook - Subscriber/Infrast. (r) Pricebook - Parts/Acc (r) System Oracle AccessSecure Does Not Exist Oracle SAP

4.6 View/Search Knowledge Base Direct Information Customer Profile (r) Technical Knowledge (r) System COF Primus KnowledgeBase Information Customer Profile (r) Technical Knowledge (r) Indirect System Oracle Primus KnowledgeBase

2008 Accenture. All Rights Reserved.

13

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability: Channel Support

5.1 Marketing Collateral/ Fulfillment Direct Indirect System COF System Not Identified System Not Identified Does Not Exist Information Customer Profile (r) Marketing Collateral (crud) Collateral Order (crud) Collateral Order Status (crud) System Oracle System Not Identified System Not Identified Does Not Exist Information End User Statistics (cru) Customer Profile (r) Membership (r) Direct System Does Not Exist COF Click Commerce DB Information End User Statistics (cru) Customer Profile (r) Membership (r) 5.4 Import/Export End User Information Indirect System Does Not Exist Oracle AccessSecure

Information Customer Profile (r) Marketing Collateral (crud) Collateral Order (crud) Collateral Order Status (crud)

5.2 View/ Manage Incent./Rebates Direct Information Promotion (crud) Customer Profile (r) System System Not Identified COF Indirect Information Promotion (crud) Customer Profile (r) Pricebook - Subscriber/Infrast. (ru) Pricebook - Parts/Acc (ru) System System Not Identified Oracle Oracle SAP

5.5 Schedule/ Register for Training Direct Information System Course Catalog (r) System Not Identified Training Registration (crud) System Not Identified Customer Profile (cru) COF Invoice (c) System Not Identified Customer Account # (r) COF Account (ru) System Not Identified Customer Transcript (ru) System Not Identified Indirect Information Course Catalog (r) Training Registration (crud) Customer Profile (cru) Invoice (c) Customer Account # (r) Account (ru) Customer Transcript (ru) System System Not Identified System Not Identified Oracle System Not Identified Oracle System Not Identified System Not Identified

5.3 View/ Manage Referred Leads Direct Information Sales Lead (crud) Customer Profile (r) Membership (r) System Captrack COF Click Commerce DB Information Sales Lead (crud) Customer Profile (r) Membership (r) Indirect System System Not Identified Oracle AccessSecure 5.6 Perform Online Training Direct Information CBT (r) Customer Profile (ru) Customer Transcript (ru) System System Not Identified COF System Not Identified Information CBT (r) Customer Profile (ru) Customer Transcript (ru) Indirect System System Not Identified Oracle System Not Identified

2008 Accenture. All Rights Reserved.

14

3/18/2012 2:11 PM

c - create r - read u - update d - delete

Information Needs by Capability: Optimize Performance

7.1 Customer Insight Direct Indirect System Does Not Exist System Not Identified COF Does Not Exist Click Commerce DB Click Commerce DB COF=>Wildcat DW Metrix =>Wisdom DW SSC Clarify Oracle A/R (02) GCC Clarify Information End User Statistics (r) Promotion (crud) Customer Profile (r) Preferences (r) Membership (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) System Does Not Exist System Not Identified Oracle Does Not Exist AccessSecure AccessSecure Oracle Metrix =>Wisdom DW SSC Clarify Oracle A/R (09) GCC Clarify Information Customer Account # (r) Customer Profile (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) Direct System COF COF Click Commerce DB COF=>Wildcat DW Metrix =>Wisdom DW SSC Clarify Oracle A/R (02) GCC Clarify Information Customer Account # (r) Customer Profile (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) 7.2 Customer Data Management Indirect System Oracle Oracle AccessSecure Oracle Metrix =>Wisdom DW SSC Clarify Oracle A/R (09) GCC Clarify

Information End User Statistics (r) Promotion (crud) Customer Profile (r) Preferences (r) Membership (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r)

7.3 Manage/Evaluate Continuous Improvements Direct Information End User Statistics (r) Customer Profile (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) 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 Information End User Statistics (r) Customer Profile (r) Browse History (cru) Purchase History (r) Service History - RSC (r) Service History - SSC (r) Payment History (r) Call History (r) Indirect System Does Not Exist Oracle AccessSecure Oracle Metrix =>Wisdom DW SSC Clarify Oracle A/R (09) GCC Clarify

2008 Accenture. All Rights Reserved.

15

3/18/2012 2:11 PM

Contents
Introduction Application Map Information Needs by Capability Key Assumptions Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

16

3/18/2012 2:11 PM

Key Assumptions
These are key assumptions that have been made in order to define the application blueprint. The rationale for these assumptions is further explained in the Key Architecture Decisions section and in the Business Issues section in the Implementation Plan
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 be available 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 consistent view. Distribution of the Customer Service Architecture will be aligned with the Oracle installations around the globe.

2008 Accenture. All Rights Reserved.

17

3/18/2012 2:11 PM

Contents
Introduction Application Map Information Needs by Capability

Key Assumptions
Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

18

3/18/2012 2:11 PM

Application Direction
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.

Customer Service Front End

Application Direction: TBD

Order and Service Order to Cash

Application Direction: Oracle, COF & Clarify

Distribution and Manufacturing

Application Direction: Oracle

2008 Accenture. All Rights Reserved.

19

3/18/2012 2:11 PM

Current Planned Application Architecture

If XXX continued with the current and planned initiatives without any system consolidation, the Application Architecture would be increasingly more complex. The current architecture includes several separate self-service environments. Significant ongoing efforts include the Clarify installations and the Contract Management System. Direct Extranet Authent. Click Web Server - IIS Application Server - Click

Heterogeneous and fragmented front-end solutions Powerlink/Native EDI

EDI server / CompuServe

AccessSecure
Authent. Web Server - Netscape Netscape

Contracts Product

Order Customer Account

Product

Order Customer Account

EFT Service

DSS

Access point

Eugene

Etc.

GCC Clarify OTC Oracle COF SAP AR Oracle 02 OTC AR

SCC Clarify Metrix CMS Oracle Primus KB

Atlanta

Plantation

Other 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
20 3/18/2012 2:11 PM

2008 Accenture. All Rights Reserved.

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, the Super ERP approach, or we consolidate the back-end systems first and then establish self-service solutions. The recommendation is based on long-term conformance with the business imperatives.
Consideration
Approach

Super ERP approach

Build a front end that will hide the complexities of the underlying systems. The front-end will represent a complete order processing engine, leveraging existing ERP systems for fulfillment of orders and for billing. Overall system complexity increases over time. Many integration points with existing systems. Need for run-time consolidation of information will be a challenge. The front end will attempt to provide one face to the customer, but the back end will not present the same picture. Thus, the front-end must be used by all customer service representatives, raising the stakes for completeness of the solution. Less dependency on existing systems will make it possible to proceed quicker with Web solutions.
21

Integrated approach
Gradually consolidate the back end systems according to Motorola application strategy. Self service will be enabled once the back end systems are consolidated for a particular customer segment. Resulting system complexity decreased over time. However the back end consolidation will be a significant work effort. The benefit is that many of the problems will be solved once and for all instead of being masked. One face will be enabled once the systems has been consolidated for the customer segment. Both the customer, the service representatives, and the actual fulfillment systems will have the same view of the customer, order and invoice. More dependency on systems consolidation will increase the time until all customer segments will have the desired capability.
3/18/2012 2:11 PM

Complexity

One face to the customer

Ability to deliver results quickly

2008 Accenture. All Rights Reserved.

Super ERP approach

Assuming that back-end system consolidation will be slow, the Customer Service Architecture will attempt to hide the underlying complexities in systems and processes.
Carrier Sites Cred Card Services EFT Service Contracts Product Authent. Service Web Servers

Complex consolidation of customer, product, order and account information. Order splitting, routing and pricing engine, Invoice consolidation unresolved Customer maintenance unresolved,
Content Clarify / Primus Web Interface

Content Author / Publish Customer Insight

Application Servers Order Customer Account Service

Insight DW

Customer Data Mgmt

GCC Clarify OTC Oracle COF SAP AR Oracle 02 OTC AR

SCC Clarify Metrix CMS Oracle Primus KB

Atlanta

Plantation

Other DC & manufacturing

2008 Accenture. All Rights Reserved.

Multiple Order to Cash systems Two Clarify installations must be integrated Multiple systems in Service area Customer Master unresolved Multiple AR systems 22 3/18/2012 2:11 PM

Target Application Architecture

Focusing on rapid back-end systems and process consolidation, the customer service application architecture can be streamlined. Self-service will be enabled for new customer segments and product categories, based on a consolidated back-end information architecture. Carrier Sites Cred Card Services EFT Service Authent. Service Web Servers

Consolidation of back-end simplifies front-end complexity. Order routing to COF or SAP Replication of information where needed for performance
Content Clarify / Primus Web Interface

Content Author / Publish Customer Insight

Application Servers Contracts Product Order Customer Account Service

Insight DW

Customer Data Mgmt

Product Master OTC Oracle

Customer Master Oracle is likely to XXX AR

become the customer master.

Clarify

COF

Metrix,

CMS Oracle

Primus KB

Atlanta

Plantation

Other DC & manufacturing

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
3/18/2012 2:11 PM

2008 Accenture. All Rights Reserved.

23

Front-end Data Stores

The new databases will host information specific to the self-service solution and replicated/cached information for improved performance and availability. Key information will be replicated to shield production systems from unpredictable customer / end user access. Decision to replicate can be pragmatically made based on ease of integration with back-end system and performance impact.

Product - Item number - Model/Option rules - List / NSO price - Price books - Possible sourcing - Preferred sourcing - Availability

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

Order - ID - Saved Orders - Quotes - Placed Orders (all) - Order status - Shipment tracking

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

Service - Account header - Work ticket status - Repair status

2008 Accenture. All Rights Reserved.

24

3/18/2012 2:11 PM

Global Considerations
The Application Blueprint is based on a detailed understanding and analysis of the US solution and a high level view of the non-US solution. The key areas that must be investigated and customized for each additional region are:
Area
Parts & Accessories Customer Master Product Master Customer Strategy

Consideration
Europe uses MCS for parts. Special interfaces will be needed unless migrated. Regions already running Oracle will have a simplified solution. Customer Master approach must take in to account the need for cross regional customer service, such as the SSC providing global support. Product set differs between regions. Product master approach must take into account which products are globally consistent and which are locally managed. For each region, define which customer categories are targeted, such as exporter, distributor, resellers, and any special considerations for these customer categories. 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 rollout must be coordinated with the Customer Architecture. Additional interfaces will have to be built. Assume that Clarify will be global standard. Solution may have to accommodate some form of competitive pricing & sales force overriding of prices. Authorization policies may differ, especially for software downloads. Verify if the same model can be used across the regions. Language translation is required, and certain parts of the user interface may need to be customized. Content Management process needs to be able to coordinate combination of globally and locally managed content, as well as translation services.

Non-Oracle AR system Clarify Pricing policy Product Authorization Language Content Management

2008 Accenture. All Rights Reserved.

25

3/18/2012 2:11 PM

Contents
Introduction Application Map Information needs by Capability Key Assumptions Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

26

3/18/2012 2:11 PM

Data Distribution Guidelines

The following distribution guidelines have been defined to assist the decision of when to replicate data, when to use 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.

Type of Access
Reading Operational Data - Near real-time requirement

Solution
If read volume is low compared to data change volume then obtain real-time access from master storage. If read volume is high compared to data change volume the access data from near real-time replicated data storage or data mart.

Example
Order status, stocked items order

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

Retrieve or update - real-time response / confirmation needed Update transactions - real-time confirmation not needed

Synchronously apply transaction to the system

Get price Get availability Book a stocked items order

Apply transactions via asynchronous access or batch.

Place a build to order

Read static or historical data Previous day or less current acceptable

For low / predictable volume, use real-time access from master storage For high / unpredictable volume, access data from data warehouse. Batch extract or event based update of warehouse. 27

Product information, Account information

2008 Accenture. All Rights Reserved.

3/18/2012 2:11 PM

Contents
Introduction Application Map Information needs by Capability

Key Assumptions
Application Direction Distribution Approach Key Architecture Decisions

2008 Accenture. All Rights Reserved.

28

3/18/2012 2:11 PM

Key Architecture Decisions

The following slides provide evaluation of key decisions that have to be made, and a recommended 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)

2008 Accenture. All Rights Reserved.

29

3/18/2012 2:11 PM

Functionality vs. Architecture Trade-offs

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

Architecture Alternative
initial
The alternative that is technicaly the easiest to implement The alternative which is closest to the business vision, most real time etc.

Considerations
The key technical and business consequences and assumptions for this alternative

Easier to implement Further from vision

vision

initial vision

Recommended first implementation of the capability, if different than the vision. The target solution once business and technical obstacles are addressed. Harder to implement Closer to vision

2008 Accenture. All Rights Reserved.

30

3/18/2012 2:11 PM

Configure Solution
Vision: Consistent scalable product configuration approach including low-end configuration, software compatibility, matching customer configuration and eventually large systems configurations.

Architecture Alternative
initial
Low-end configurator modeled after Oracle bill-of-material / Powerlink. Approach used across low-end radio systems, subscriber units and parts / accessories Common configuration approach based on off-the-shelf scalable configurator accessed on the back end.

Considerations
Map low-end COF products, parts and accessories and subscriber units to the same model. Define extraction routines to accomplish this.

Long-term configuration approach to be defined. Cost and performance to be investigated. Migration of configuration definitions to standard configuration representation.

vision

2008 Accenture. All Rights Reserved.

31

3/18/2012 2:11 PM

View Price/Availability: Price

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

Architecture Alternative
Front-end presents list price / NSO price, and contract price. Final price calculated near real time after order has been submitted.

Considerations
Real time final price will not be available, except for pre-priced contracts. Service level will be similar to todays Powerlink and Extranet. Dual-sourced products and freight pricing consolidated across CGISS. Parts not accurately priced because SAP pricing too complex to mimic. 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 the order. Parts, accessories and freight pricing consolidate across CGISS Unless pricing/promotion scheme is significantly simplified, it is unrealistic that same price will be consistently applied by front-end and back-end. Requires that parts, accessories and freight pricing is consolidated across CGISS.

vision

Front-end presents list price / NSO price or contract price. Final price calculated real time by ERP at user request / before accepting order.

Real-time price calculated by both front end pricing engine and by ERP systems.

Real-time price calculated by front end pricing engine. ERP system accepts price 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 enough integration with SAP. ERP system may not be able to accept prices set by front end. Pricing and freight scheme simplified and consolidated across CGISS

2008 Accenture. All Rights Reserved.

32

3/18/2012 2:11 PM

View Price/Availability: Availability

Vision: Realistic availability given at the time of specifying order. Self-service should give the same result as calling customer service. Proactive notification if not able to fulfill .
Architecture Alternative
Expected lead times displayed. Notification through manual process. Provide previous days inventory / expected lead time available when browsing catalog. Notification if not able to fulfill. Provide previous days inventory / expected lead time available when browsing catalog. Actual ATP only available for parts & accessories. Notification if not able to fulfill. Provide previous days inventory / expected lead time available when browsing catalog. Actual ATP presented real time before submitting order. Notification if not able to fulfill.

Considerations
Current Powerlink / Extranet service level.

initial

Assumption that last days inventory will be almost as accurate as real time access due to true ATP not being in place anyway. Do not provide these interfaces to SAP since this would be throwaway. 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.

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

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

2008 Accenture. All Rights Reserved.

33

3/18/2012 2:11 PM

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

Architecture Alternative

Considerations
Similar to existing Powerlink functionality. Will become burdensome for customers as further integration across CE occurs. Not product neutral for customers

initial

Customer creates multiple orders based on ability for order processing systems to handle items that are sourced from different systems (i.e. Dealers create separate orders for Parts/Acc and Radios). Direct customers will be routed through COF. Confirmation # will be supplied for each order by respective ERP system. Single order is created by customer which is broken up by application server and routed to multiple ERP systems. Confirmation # is supplied by application server. This is the Super ERP solution.

Customer shielded from multiple ERP systems. Bill consolidation will not be attempted customer will receive multiple bills for split orders, but with same PO number. Fairly complex architecture to keep order and order status consolidated 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 the customer and route to appropriate system. Web based system must be used for all order status inquires

vision

Single order is created by the customer which is routed to the respective ERP system. The ERP system will support all items that make sense to retain as a single order (e.g. cellular and radios not necessarily in one order). Order confirmed and fulfilled 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.

2008 Accenture. All Rights Reserved.

34

3/18/2012 2:11 PM

View/Maintain Order Status and History

Vision: Accurate order status available at user request. Customer service representatives need finer granularity than customer (e.g. credit hold, waiting for replenishment). Carrier shipment information integrated in order status.
Architecture Alternative
Order status obtained through status data mart, updated via ERP event triggers on order create and order status change. Shipment tracking obtained from data mart populated by DC / Manufacturing. Order status obtained through status data mart, updated via ERP event triggers on order create and order status change. Shipment tracking and detailed status via tighter integration between order and DC/Manufacturing system. Order status obtained through real time access to ERP systems. Shipment tracking and detailed status via tighter integration between order and fulfillment system

Considerations
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. Until SAP upgraded or replaced service level will be similar to todays Powerlink. Add custom trigger to Oracle to provide notification. Additional notifications and information from fulfillment systems to order systems. Until SAP is upgraded or replaced, service level will be similar to todays 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 this solution already exists.

vision

2008 Accenture. All Rights Reserved.

35

3/18/2012 2:11 PM

View/Maintain Account Status

Vision: Accurate, consolidated account status (balances, credit, invoices, payments, etc.) available at user request. Customer service representatives need finer granularity than customers (e.g. credit issues,etc.)
Architecture Alternative Considerations
Timeliness is sufficient since the system is updated in batch. However the transaction can not be executed against the copy. Data mart will also track EFT or electronic transfers in transit. Requires custom triggers to Oracle systems. Data mart will also track EFT or electronic transfers in transit. Consolidation of sector AR systems. Volume assumed to be small. Need to confirm if any hardware/software considerations for Oracle A/R instance. Will need a data store to maintain what EFT or electronic payments are in transit so the customer sees an accurate view of balances and outstanding invoices.

vision

Account status obtained through AR data mart, containing account and invoice header/detail, updated via nightly updates. Account status obtained through data mart, updated via event triggers from AR system. Account status obtained thorugh real time access to single sector AR. May use a replica of AR system if available.

2008 Accenture. All Rights Reserved.

36

3/18/2012 2:11 PM

Manage Service Account/Repairs Manage Service Cases

Vision: Accurate service account, repair and work ticket status available on user request. Service requests entered directly by the customer will be given the same service level as when calling the service center.
Architecture Alternative
Directly interface with Metrix, Clarify and CMS. Extract the status information to a status data mart for consolidated access. Interface with Clarify for all service related contracts and status, with AR for account status. Clarify service status replicated if necessary, for performance.

Considerations
Multiple system interfaces needed. Clarify will not provide a full view of the customer - will need to go to Metrix for repair status, and CMS for contracts. Clarify integrated with Metrix, so all repair status is accessible via Clarify. Need for replica to be analyzed, based on anticipated volumes. Clarify and web solution will give the same consolidated view of information.

vision

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

2008 Accenture. All Rights Reserved.

37

3/18/2012 2:11 PM

Revision History
Date Version Description Author

2008 Accenture. All Rights Reserved.

38

3/18/2012 2:11 PM