METRICS · © APICS 2014. All rights reserved. Page 1 Customer Chain Operations Reference model...

METRICS

© APICS 2014. All rights reserved. Page 1

Customer Chain Operations Reference

model (CCOR)

Version 1.0

Metrics


Customer Chain (Interpretations) ................................................................ 6

Customer Chain ............................................................................................................ 6 A : Assist ....................................................................................................................... 7 A1 : Self Assist .............................................................................................................. 7 A1.01 : Receive Inquiry/Request .................................................................................. 9 A1.02 : Route Request ................................................................................................. 9 A1.03 : Identify Solution ................................................................................................ 9 A1.04 : Propose Solution ............................................................................................ 10 A1.05 : Release Solution to Customer ........................................................................ 10 A1.06 : Close Request ................................................................................................ 11 A2 : Assist Remote ..................................................................................................... 11 A2.01 : Receive Inquiry/Request ................................................................................ 13 A2.02 : Route Request ............................................................................................... 13 A2.03 : Identify Solution .............................................................................................. 13 A2.04 : Propose Solution ............................................................................................ 14 A2.05 : Distribute Solution .......................................................................................... 14 A2.06 : Release Solution to Customer ........................................................................ 14 A2.07 : Close Request ................................................................................................ 15 A3 : Assist On-Site ...................................................................................................... 15 A3.01 : Receive Inquiry/Request ................................................................................ 17 A3.02 : Authorize Request .......................................................................................... 17 A3.03 : Schedule On-site Assist ................................................................................. 18 A3.04 : Obtain Materials ............................................................................................. 18 A3.05 : Repair Product ............................................................................................... 18 A3.06 : Dispose Materials ........................................................................................... 19 A3.07 : Close Request ................................................................................................ 19 EA : Enable Assist ...................................................................................................... 19 EA.01 : Manage Assist Business Rules ...................................................................... 21 EA.02 : Manage Assist Performance .......................................................................... 21 EA.03 : Manage Assist Information ............................................................................ 21 EA.04 : Manage Warranty .......................................................................................... 21 EA.05 : Manage Assist Capital Assets ....................................................................... 22 EA.06 : Manage Assist Knowledge Transfer .............................................................. 22 EA.07 : Manage Assist Network ................................................................................. 22 EA.08 : Manage Assist Regulatory Compliance ......................................................... 22 P : Plan (CC) ............................................................................................................... 23 EP : Enable Plan (CC) ................................................................................................ 23 EP.01 : Manage Plan Business Rules (CC) ............................................................... 25 EP.02 : Manage Customer Chain Performance ......................................................... 25 EP.03 : Manage Plan Information (CC) ...................................................................... 25 EP.04 : Manage Customer Pricing ............................................................................. 26 EP.05 : Manage Customer Chain Assets ................................................................... 26 EP.06 : Manage Knowledge Transfer ......................................................................... 26 EP.07 : Manage Customer Chain Configuration ......................................................... 26 EP.09 : Align Sales Plan with Financial Plan .............................................................. 27


PA : Plan Assist .......................................................................................................... 27 PA.01 : Gather Assist Requirements .......................................................................... 28 PA.02 : Gather Assist Resources ............................................................................... 28 PA.03 : Balance Assist Requirements with Resources .............................................. 29 PA.04 : Publish Assist Plan ........................................................................................ 29 PP : Plan Customer Chain .......................................................................................... 29 PP.01 : Gather Customer Chain Requirements .......................................................... 30 PP.02 : Gather Customer Chain Resources ............................................................... 31 PP.03 : Balance Customer Chain Requirements with Resources .............................. 31 PP.04 : Establish Customer Chain Plans ................................................................... 31 PQ : Plan Contract ...................................................................................................... 32 PQ.01 : Gather Contract Requirements ...................................................................... 32 PQ.02 : Gather Contract Resources ........................................................................... 32 PQ.03 : Balance Contract Requirements with Resources .......................................... 33 PQ.04 : Publish Contract Plan .................................................................................... 33 PR : Plan Relate ......................................................................................................... 33 PR.01 : Gather Relate Requirements ......................................................................... 34 PR.02 : Gather Relate Resources .............................................................................. 34 PR.03 : Balance Relate Requirements with Resources ............................................. 34 PR.04 : Publish Relate Plan ....................................................................................... 35 PS : Plan Sell .............................................................................................................. 35 PS.01 : Gather Sell Requirements .............................................................................. 36 PS.02 : Gather Sell Resources ................................................................................... 36 PS.03 : Balance Sell Requirements with Resources .................................................. 36 PS.04 : Publish Sell Plan ............................................................................................ 37 Q : Contract ................................................................................................................ 37 C1 : Contract to Intermediary ...................................................................................... 37 C1.01 : Develop Product Offering ............................................................................... 39 C1.02 : Publish Pricelist .............................................................................................. 39 C1.03 : Obtain Customer Agreement ......................................................................... 40 C1.04 : Close the Deal ................................................................................................ 40 C1.05 : Release to Deliver .......................................................................................... 41 C2 : Contract to Grouped Account .............................................................................. 41 C2.01 : Receive Request for Contract ........................................................................ 43 C2.02 : Configure Product/Solution ............................................................................ 44 C2.03 : Price Product/Solution .................................................................................... 44 C2.04 : Obtain Customer Agreement ......................................................................... 45 C2.05 : Close Deal ...................................................................................................... 45 C2.06 : Release to Deliver .......................................................................................... 46 C3 : Contract to Named Account ................................................................................ 47 C3.01 : Initiate Proposal ............................................................................................. 49 C3.02 : Configure & Price Proposal ............................................................................ 49 C3.03 : Obtain Internal Approval ................................................................................ 50 C3.04 : Present Proposal to Customer ....................................................................... 50 C3.05 : Obtain Feedback and Refine ......................................................................... 50 C3.06 : Obtain Customer Agreement ......................................................................... 51


C3.07 : Sign Contract/Close Deal ............................................................................... 51 C3.08 : Release to Deliver .......................................................................................... 52 EC : Enable Contract .................................................................................................. 52 EC.01 : Manage Contract Business Rules ................................................................. 54 EC.02 : Manage Contract Performance ...................................................................... 54 EC.03 : Manage Contract Information ........................................................................ 54 EC.04 : Manage Customer Pricing ............................................................................. 55 EC.05 : Manage Contract Capital Assets ................................................................... 55 EC.06 : Manage Contract Knowledge Transfer .......................................................... 55 EC.07 : Manage Contract Network ............................................................................. 56 EC.08 : Manage Contract Regulatory Compliance ..................................................... 56 R : Relate .................................................................................................................... 56 ER : Enable Relate ..................................................................................................... 57 ER.01 : Manage Relate Business Rules ..................................................................... 58 ER.02 : Manage Relate Performance ......................................................................... 59 ER.03 : Manage Relate Information ........................................................................... 59 ER.04 : Manage Customer Portfolio ........................................................................... 59 ER.05 : Manage Relate Capital Assets ...................................................................... 60 ER.06 : Manage Relate Knowledge Transfer ............................................................. 60 ER.07 : Manage Relate Network ................................................................................ 60 ER.08 : Manage Relate Regulatory Compliance ........................................................ 61 R1 : Relate to Intermediary ......................................................................................... 61 R1.01 : Identify Intermediaries .................................................................................... 63 R1.02 : Assign Account Manager ............................................................................... 63 R1.03 : Define Engagement Model ............................................................................. 63 R1.04 : Obtain Customer Needs ................................................................................. 64 R1.05 : Establish Customer Profile ............................................................................. 64 R1.06 : Release to Sell ............................................................................................... 64 R2 : Relate to Grouped Account ................................................................................. 65 R2.01 : Select Engagement Model ............................................................................. 67 R2.02 : Establish/Update Customer Profile ................................................................ 67 R2.03 : Select Account Group .................................................................................... 68 R2.04 : Release to Sell ............................................................................................... 68 R3 : Relate to Named Account ................................................................................... 68 R3.01 : Qualify Customer ........................................................................................... 70 R3.02 : Assign Account Team .................................................................................... 71 R3.03 : Define Engagement Model ............................................................................. 71 R3.04 : Obtain Customer Needs ................................................................................. 71 R3.05 : Establish/Update Customer Profile ................................................................ 72 R3.07 : Release to Sell ............................................................................................... 72 R3.08 : Identify Prospective Customer ....................................................................... 73 S : Sell ........................................................................................................................ 73 ES : Enable Sell .......................................................................................................... 74 ES.01 : Manage Sell Business Rules ......................................................................... 75 ES.02 : Manage Sell Performance ............................................................................. 75 ES.03 : Manage Sell Information ................................................................................ 76


ES.04 : Manage Solution Portfolio .............................................................................. 76 ES.05 : Manage Sell Capital Assets ........................................................................... 76 ES.06 : Manage Sell Knowledge Transfer .................................................................. 77 ES.07 : Manage Sell Network ..................................................................................... 77 ES.08 : Manage Sell Regulatory Compliance ............................................................. 77 ES.09 : Manage Sales Force Compensation .............................................................. 77 S1 : Sell to Intermediary ............................................................................................. 78 S1.01 : Define Engagement Model ............................................................................. 79 S1.02 : Refine Customer Profile ................................................................................. 79 S1.03 : Develop Business Model ................................................................................ 80 S1.04 : Present Business Model ................................................................................. 80 S1.05 : Obtain Feedback & Refine ............................................................................. 80 It is targeted by goals: ................................................................................................. 81 - Obtain Feedback & Refine Cycle Time ................................................................... 81 S1.06 : Release to Contract ........................................................................................ 81 S2 : Sell to Grouped Account ..................................................................................... 81 S2.01 : Select Engagement Model ............................................................................. 83 S2.02 : Obtain Customer Needs ................................................................................. 83 S2.03 : Determine Proposed Solutions ....................................................................... 84 S2.04 : Present Solution to Customer ........................................................................ 84 S2.05 : Release to Contract ........................................................................................ 85 S3 : Sell to Named Account ........................................................................................ 85 S3.01 : Define Engagement model ............................................................................. 87 S3.02 : Refine Customer Needs (detailed) ................................................................. 87 S3.04 : Develop High Level Solution .......................................................................... 87 S3.05 : Obtain Product/Solution Expertise ................................................................. 87 S3.06 : Develop Detailed solution ............................................................................... 88 S3.07 : Release to Contract ........................................................................................ 88

Customer Chain Metrics ............................................................................ 89 Assist Cycle Time ....................................................................................................... 89 Assists per customer .................................................................................................. 93 Average profit per customer (TCE) ............................................................................. 96 Cost of Assists ............................................................................................................ 99 Cost of Selling ........................................................................................................... 107 Customer Chain Reaction Cycle Time ...................................................................... 136 Customer Franchise (TCE) ....................................................................................... 141 Customer Growth Rate (TCE) .................................................................................. 144 Gross Revenue ......................................................................................................... 144 Lead-to-Contract conversion rate (Customer Conversion Rate) .............................. 150 Lead-to-Contract Cycle Time .................................................................................... 155 Net Customer Loyalty Index (TCE) ........................................................................... 161 Perfect Assists .......................................................................................................... 163 Perfect Contracts ...................................................................................................... 167 Quote Turnaround Time ........................................................................................... 169 Warranty Cost ........................................................................................................... 169


Customer Chain (Interpretations)

Customer Chain (a component of Operations Domain) The Customer Chain domain is defined as the collection of business activities associated with all phases of converting customer (segments) into orders. The Customer Chain distinguishes 3 process types: Planning processes; Execution Processes; and Enabling processes. Planning processes balance aggregated demand across a consistent planning horizon. Planning processes generally occur at regular intervals and can contribute to Customer Chain response time. Execution processes are triggered by planned or actual events. Execution processes include customer visits, responding to customer inquiries, creation of customer solutions, processing of claims and support calls. Enable processes prepare, maintain, and manage information or relationships upon which planning and execution processes rely. [Customer Chain] Estimation Factors: Complexity: low Political Diversity: low Relative Size: low Viewpoint Diversity: low It includes five components: - Activity: A : Assist

The process of providing post sales support for products/services provided to the customer. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services. [A : Assist of Customer Chain]

- Activity: P : Plan (CC) Planning processes prioritize sales activities and assign sales targets to Customer Chain resources. Planning processes generally occur at regular intervals. [P : Plan of Customer Chain]

- Activity: Q : Contract The process of pricing a solution and gaining customer agreement. This includes receiving the request for contract (grouped accounts), configuring and pricing the proposal (named accounts), obtaining internal approval (named accounts), publishing a pricelist (intermediary), obtaining customer agreement and closing the deal. [Q : Contract of Customer Chain]

- Activity: R : Relate The process of establishing and maintaining relationships with customers and intermediaries. This includes selecting the engagement model (grouped accounts), assigning an account manager/team (intermediary/named accounts), obtaining the customer’s needs (intermediary/named accounts) and establishing the customer’s profile. [R : Relate of Customer Chain]

- Activity: S : Sell The process of establishing an understanding of the customer’s needs and presenting and/or developing a solution to meet those needs. This includes refining the customer’s profile (intermediary/named accounts), developing and presenting the business model (intermediary), listing the proposed solutions (grouped accounts), developing a detailed solution (named accounts) and educating the customer on the product (grouped accounts). [S : Sell of Customer Chain]


A : Assist (a component of Customer Chain) The process of providing post sales support for products/services provided to the customer. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services. [A : Assist of Customer Chain] It includes four components: - Activity: A1 : Self Assist

The process of enabling customers to perform post sales support for products/services provided. This includes receiving, logging, providing access to support libraries and responding to customer inquiries, (warranty) claims and quality feedback for products and services. [A1 : Self Assist of Customer Chain]

- Activity: A2 : Assist Remote The process of providing remote post sales support for products/services provided to the customer. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services [A2 : Assist Remote of Customer Chain]

- Activity: A3 : Assist On-Site The process of providing post sales support for products/services provided to the customer at the customer site. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services [A3 : Assist On-Site of Customer Chain]

- Activity: EA : Enable Assist Enable Assist is the collection of processes to prepare, maintain, and manage information or relationships upon which Assist execution processes rely. [EA : Enable Assist of Customer Chain]

A1 : Self Assist (a component of A : Assist) The process of enabling customers to perform post sales support for products/services provided. This includes receiving, logging, providing access to support libraries and responding to customer inquiries, (warranty) claims and quality feedback for products and services. [A1 : Self Assist of Customer Chain] It is targeted by goals: - Assist Reaction Cycle Time

Time to execute revised Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Cost per Resolution Assist Total Cost / Assist Resolution Rate

- Perfect Self-Assists A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved


Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100

- Self-Assist Cycle Time Total time to enable customer to perform post sales support for products/services Sum of Self-Assist process elements cycle times

- Self-Assist Resolution rate % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100

- Self-Assist Total Cost Total cost to enable customer to perform post sales support for products/services. Sum of Self-Assist process elements costs

- Warranty Cost (Self-Assist) Warranty costs include materials, labor and problem diagnosis for product defects.

- Warranty Cost as % of Revenue Measures the total warranty expenses that are reflected in the company financial statements. (Total wrty expense/Net Revenue w/o accessories)*100

- Warranty Cost per Unit Shipped Average warranty cost per unit shipped (Total wrty expense/# of units shipped)*100

- Warranty liability base # of units installed that are under warranty.

It includes six components: - Activity: A1.01 : Receive Inquiry/Request

The receipt and logging of Assist requests from the customer. Self-Assist requests can be received through internet and/or automated phone services (e.g. menu driven answering service for sending a fax with requested information to the customer). [A1.01 : Receive Inquiry/Request of Customer Chain]

- Activity: A1.02 : Route Request The process of analyzing the Assist request to determine where/how the request can be best supported. [A1.02 : Route Request of Customer Chain]

- Activity: A1.03 : Identify Solution The process of identifying a proposed 'solution' to the Assist request based on the information provided by the customer. [A1.03 : Identify Solution of Customer Chain]

- Activity: A1.04 : Propose Solution The interaction with the customer to offer the identified solution and acceptance of the response from the customer on the proposed solution(s). A negative response might trigger the request for additional information and the rerouting of the Assist request or the release of the Assist Request to Assist Remote. [A1.04 : Propose Solution of Customer Chain]

- Activity: A1.05 : Release Solution to Customer The actual transfer of the solution to the customer. This can be performed using one or more of the following media: automated fax services, internet downloads, internet redirection, automated voice response, etc. [A1.05 : Release Solution to Customer of Customer Chain]

- Activity: A1.06 : Close Request The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial


processes that the billing process should begin for services provided, and archiving the Assist request in support of analyzing the performance of the Assist processes. [A1.06 : Close Request of Customer Chain]

A1.01 : Receive Inquiry/Request (a component of A1 : Self Assist) The receipt and logging of Assist requests from the customer. Self-Assist requests can be received through internet and/or automated phone services (e.g. menu driven answering service for sending a fax with requested information to the customer). [A1.01 : Receive Inquiry/Request of Customer Chain] It is targeted by goals: - # of requests per product shipped (CAL rate)

# of requests / # of products shipped - Assist Inquiries/Requests

# of assist inquiries/requests each period (i.e. day, week, month. etc.). Can also be tracked by product or service.

- Customer Commit Response Time met % of time a customer inquiry/request is responded to within the agreed upon (or published) time

- Receive Inquiry/Request Cycle Time Process cycle time

- Receive Inquiry/Request Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- SLA Response Time met % of time a customer inquiry/request is responded to within the terms of the Service Level Agreement

- Web site download speed Download of any of a number of content items, each measured in seconds.

- Web site uptime Weekly uptime hours divided by ( 7x24 ) hours in a week

A1.02 : Route Request (a component of A1 : Self Assist) The process of analyzing the Assist request to determine where/how the request can be best supported. [A1.02 : Route Request of Customer Chain] It is targeted by goals: - Route Request Cycle Time

Process cycle time - Route Request Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

A1.03 : Identify Solution (a component of A1 : Self Assist) The process of identifying a proposed 'solution' to the Assist request based on the information provided by the customer. [A1.03 : Identify Solution of Customer Chain]


It is targeted by goals: - Identify Solution Cycle Time

Process cycle time - Identify Solution Total Cost


A1.04 : Propose Solution (a component of A1 : Self Assist) The interaction with the customer to offer the identified solution and acceptance of the response from the customer on the proposed solution(s). A negative response might trigger the request for additional information and the rerouting of the Assist request or the release of the Assist Request to Assist Remote. [A1.04 : Propose Solution of Customer Chain] It is targeted by goals: - Propose Solution Cycle Time

Process cycle time - Propose Solution Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Web site download speed

Download of any of a number of content items, each measured in seconds. - Web site uptime

Weekly uptime hours divided by ( 7x24 ) hours in a week

A1.05 : Release Solution to Customer (a component of A1 : Self Assist) The actual transfer of the solution to the customer. This can be performed using one or more of the following media: automated fax services, internet downloads, internet redirection, automated voice response, etc. [A1.05 : Release Solution to Customer of Customer Chain] It is targeted by goals: - Customer Commit Resolution Time met

% of time a customer problem/question is resolved within the agreed upon (or published) time - Customer Questions Answered Online

% of technical and pre-sales questions answered online rather than by telephone - First Time Fix Rate

% of time the problem was fixed during the first contact with the customer. [(Total # of problems resolved during first contact / Total # of problems resolved) * 100]

- Release Solution to Customer Cycle Time Process cycle time

- Release Solution to Customer Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- SLA Resolution Time met % of time a customer problem/question is resolved within the terms of the Service Level Agreement




A1.06 : Close Request (a component of A1 : Self Assist) The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial processes that the billing process should begin for services provided, and archiving the Assist request in support of analyzing the performance of the Assist processes. [A1.06 : Close Request of Customer Chain] It is targeted by goals: - Assist Resolutions

# of assist solutions delivered each period (i.e. day, week, month. etc.) - Close Request Cycle Time

Process cycle time - Close Request Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Total Problem Resolution

% of time the problem has been completely resolved, based on customer feedback. [(Total number of problems completely resolved / Total # of problems resolved) * 100]

A2 : Assist Remote (a component of A : Assist) The process of providing remote post sales support for products/services provided to the customer. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services [A2 : Assist Remote of Customer Chain] It is targeted by goals: - Assist Reaction Cycle Time


- Assist Remote Cycle Time Total time to provide post sales support for products/services Sum of Assist Remote process elements cycle times

- Assist Remote Total Cost Total cost to provide post sales support for products/services. Sum of Assist Remote process elements costs


- Perfect Remote Assists A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented


Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100

- Remote Assist Resolution rate % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100

- Warranty Cost (Remote) Warranty costs include materials, labor and problem diagnosis for product defects.




It includes seven components: - Activity: A2.01 : Receive Inquiry/Request

The receipt and logging of assist requests from the customer. Assist Remote requests can be received through (electronic) mail, phone, fax or in store [A2.01 : Receive Inquiry/Request of Customer Chain]

- Activity: A2.02 : Route Request The process of analyzing the Assist request to determine where the request can be best supported. This may include the validation of warranty. [A2.02 : Route Request of Customer Chain]

- Activity: A2.03 : Identify Solution The process of identifying a proposed 'solution' to the Assist request based on the information provided by the customer. [A2.03 : Identify Solution of Customer Chain]

- Activity: A2.04 : Propose Solution The interaction with the customer to offer the identified solution and acceptance of the response from the customer on the proposed solution(s). A negative response might trigger the request for additional information and the rerouting of the Assist request or the release of the Assist Request to Assist Remote. [A2.04 : Propose Solution of Customer Chain]

- Activity: A2.05 : Distribute Solution The process of processing the Assist request and passing the solution on to the appropriate organizations. (An example scenario is the engagement with the supply chain process to issue an RMA for return product and creation of a customer order to replace the product). [A2.05 : Distribute Request of Customer Chain]

- Activity: A2.06 : Release Solution to Customer The actual transfer of the solution to the customer. This can be performed using one or more of the following media: phone, fax, other electronic media, etc. [A2.06 : Release Solution to Customer of Customer Chain]

- Activity: A2.07 : Close Request The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial processes that the internal or external billing process should begin for services provided (warranty), and archiving the Assist request in support of analyzing the performance of the Assist processes. [A2.07 : Close Request of Customer Chain]


A2.01 : Receive Inquiry/Request (a component of A2 : Assist Remote) The receipt and logging of assist requests from the customer. Assist Remote requests can be received through (electronic) mail, phone, fax or in store [A2.01 : Receive Inquiry/Request of Customer Chain] It is targeted by goals: - # of requests per product shipped (CAL rate)

# of requests / # of products shipped - Abandon Rate (Assist)

(Total Calls - calls answered)/total number of calls. Tracked monthly. - Assist Inquiries/Requests








A2.02 : Route Request (a component of A2 : Assist Remote) The process of analyzing the Assist request to determine where the request can be best supported. This may include the validation of warranty. [A2.02 : Route Request of Customer Chain] It is targeted by goals: - Route Request Cycle Time

Process cycle time - Route Request Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Warranty Claims

# of warranty claims

A2.03 : Identify Solution (a component of A2 : Assist Remote) The process of identifying a proposed 'solution' to the Assist request based on the information provided by the customer. [A2.03 : Identify Solution of Customer Chain] It is targeted by goals:


- Identify Solution Cycle Time Process cycle time

- Identify Solution Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

A2.04 : Propose Solution (a component of A2 : Assist Remote) The interaction with the customer to offer the identified solution and acceptance of the response from the customer on the proposed solution(s). A negative response might trigger the request for additional information and the rerouting of the Assist request or the release of the Assist Request to Assist Remote. [A2.04 : Propose Solution of Customer Chain] It is targeted by goals: - Propose Solution Cycle Time

Process cycle time - Propose Solution Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Web site download speed

Download of any of a number of content items, each measured in seconds. - Web site uptime

Weekly uptime hours divided by ( 7x24 ) hours in a week

A2.05 : Distribute Solution (a component of A2 : Assist Remote) The process of processing the Assist request and passing the solution on to the appropriate organizations. (An example scenario is the engagement with the supply chain process to issue an RMA for return product and creation of a customer order to replace the product). [A2.05 : Distribute Request of Customer Chain] It is targeted by goal: - Distribute Request Total Cost


A2.06 : Release Solution to Customer (a component of A2 : Assist Remote) The actual transfer of the solution to the customer. This can be performed using one or more of the following media: phone, fax, other electronic media, etc. [A2.06 : Release Solution to Customer of Customer Chain] It is targeted by goals: - Customer Commit Resolution Time met

% of time a customer problem/question is resolved within the agreed upon (or published) time - Customer Questions Answered Online

% of technical and pre-sales questions answered online rather than by telephone - First Point of Contact (FPOC) Resolution Rate

% of customer Inquiries/Requests resolved by the customer's First Point of Contact (# of requests resolved at first point of contact / # of requests) * 100


- First Time Fix Rate % of time the problem was fixed during the first contact with the customer. [(Total # of problems resolved during first contact / Total # of problems resolved) * 100]

- Product Return Rate % of products that are returned

- Release Solution to Customer Cycle Time Process cycle time

- Release Solution to Customer Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- SLA Resolution Time met % of time a customer problem/question is resolved within the terms of the Service Level Agreement



A2.07 : Close Request (a component of A2 : Assist Remote) The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial processes that the internal or external billing process should begin for services provided (warranty), and archiving the Assist request in support of analyzing the performance of the Assist processes. [A2.07 : Close Request of Customer Chain] It is targeted by goals: - Assist Resolutions

# of assist solutions delivered each period (i.e. day, week, month. etc.) - Close Request Cycle Time




A3 : Assist On-Site (a component of A : Assist) The process of providing post sales support for products/services provided to the customer at the customer site. This includes receiving, logging, assigning support resources and responding to customer inquiries, (warranty) claims and quality feedback for products and services [A3 : Assist On-Site of Customer Chain] It is targeted by goals: - Assist On-Site Cycle Time

Total time to provide post sales support for products/services Sum of Assist On-site process elements cycle times

- Assist On-Site Total Cost Total cost to provide post sales support for products/services Sum of Assist On-site process elements costs

- Assist Reaction Cycle Time




- On-site Assist Resolution rate % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100

- Perfect On-site Assists A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100

- Warranty Cost (On-Site) Warranty costs include materials, labor and problem diagnosis for product defects.




It includes seven components: - Activity: A3.01 : Receive Inquiry/Request

The receipt and logging of assist requests from the customer. Assist On-site requests can be received through (electronic) mail, phone or fax. [A3.01 : Receive Inquiry/Request of Customer Chain]

- Activity: A3.02 : Authorize Request The process of validation and authorization of the Assist request. This includes warranty/contracts verification. [A3.02 : Authorize Request of Customer Chain]

- Activity: A3.03 : Schedule On-site Assist Assist resources are identified and reserved for an Assist On-Site event based on service levels agreements. [A3.03 : Schedule On-site Assist of Customer Chain]

- Activity: A3.04 : Obtain Materials The identification of materials (expected to be) required for the Assist On-site event and activities associated with expediting the materials to the customer site or group/individuals performing the Assist On-site. [A3.04 : Obtain Materials of Customer Chain]

- Activity: A3.05 : Repair Product The process of preparing, decomposing the product, replacing the part and re-assembling the product at the customer site. The product is fully operational upon completion.


[A3.05 : Repair Product of Customer Chain] - Activity: A3.06 : Dispose Materials

The disposition of materials replaced during the repair (assist) event. This process can link to a supply chain process trying to salvage replaced materials. [A3.06 : Dispose Materials of Customer Chain]

- Activity: A3.07 : Close Request The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial processes that the internal or external billing process should begin for services provided (warranty), and archiving the Assist request in support of analyzing the performance of the Assist processes. [A3.07 : Close Request of Customer Chain]

A3.01 : Receive Inquiry/Request (a component of A3 : Assist On-Site) The receipt and logging of assist requests from the customer. Assist On-site requests can be received through (electronic) mail, phone or fax. [A3.01 : Receive Inquiry/Request of Customer Chain] It is targeted by goals: - # of requests per product shipped (CAL rate)

# of requests / # of products shipped - Abandon Rate (Assist)

(Total Calls - calls answered)/total number of calls. Tracked monthly. - Assist Inquiries/Requests








A3.02 : Authorize Request (a component of A3 : Assist On-Site) The process of validation and authorization of the Assist request. This includes warranty/contracts verification. [A3.02 : Authorize Request of Customer Chain] It is targeted by goals: - Authorize Request Cycle Time

Process cycle time - Authorize Request Total Cost


Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Warranty Claims

# of warranty claims

A3.03 : Schedule On-site Assist (a component of A3 : Assist On-Site) Assist resources are identified and reserved for an Assist On-Site event based on service levels agreements. [A3.03 : Schedule On-site Assist of Customer Chain] It is targeted by goals: - Schedule On-site Assist Cycle Time

Process cycle time - Schedule On-site Assist Total Cost


A3.04 : Obtain Materials (a component of A3 : Assist On-Site) The identification of materials (expected to be) required for the Assist On-site event and activities associated with expediting the materials to the customer site or group/individuals performing the Assist On-site. [A3.04 : Obtain Materials of Customer Chain] It is targeted by goals: - Defective spare parts delivered

% of Spare Parts Delivered not delivered in perfect condition (# of defective spare parts delivered / Total # of spare parts delivered) * 100

- Obtain Materials Cycle Time Process cycle time

- Obtain Materials Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- On-time repair materials delivery % of time required repair materials are delivered to schedule

A3.05 : Repair Product (a component of A3 : Assist On-Site) The process of preparing, decomposing the product, replacing the part and re-assembling the product at the customer site. The product is fully operational upon completion. [A3.05 : Repair Product of Customer Chain] It is targeted by goals: - Annualized Service Event Rate (ASER)

# of service calls per system per year - Customer Commit Resolution Time met

% of time a customer problem/question is resolved within the agreed upon (or published) time - First Time Fix Rate

% of time the problem was fixed during the first contact with the customer.


[(Total # of problems resolved during first contact / Total # of problems resolved) * 100] - On-time On-Site Visits

% of on-site visits which met scheduled commit time - Repair Product Cycle Time

Process cycle time - Repair Product Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - SLA Resolution Time met

% of time a customer problem/question is resolved within the terms of the Service Level Agreement - Visits per support request

Average # of on-site vists per support request

A3.06 : Dispose Materials (a component of A3 : Assist On-Site) The disposition of materials replaced during the repair (assist) event. This process can link to a supply chain process trying to salvage replaced materials. [A3.06 : Dispose Materials of Customer Chain] It is targeted by goals: - Dispose Materials Cycle Time

Process cycle time - Dispose Materials Total Cost


A3.07 : Close Request (a component of A3 : Assist On-Site) The activities associated with closing the Assist request. This may include offering the customer to provide feedback on the effectiveness of the assist offering, sending a signal to the financial processes that the internal or external billing process should begin for services provided (warranty), and archiving the Assist request in support of analyzing the performance of the Assist processes. [A3.07 : Close Request of Customer Chain] It is targeted by goals: - Close Request Cycle Time




EA : Enable Assist (a component of A : Assist) Enable Assist is the collection of processes to prepare, maintain, and manage information or relationships upon which Assist execution processes rely. [EA : Enable Assist of Customer Chain]


It is targeted by goals: - Enable Assist Reaction Cycle Time

Time to execute revised Enable Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Enable Assist Total Cost Total cost to prepare, maintain, and manage information or releationships upon which Asist execution processes rely. Sum of EA.* process elements costs

It includes eight components: - Activity: EA.01 : Manage Assist Business Rules

The process of defining, maintaining, and enforcing rules which affect the post sales and post delivery support for products and services. The Assist business rules provide criteria that are translated into guidelines, policies and engagement models for post sales and post delivery support to intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Assist business rules include: warranty validation and solution offering guidelines [EA.01 : Manage Assist Business Rules of Customer Chain]

- Activity: EA.02 : Manage Assist Performance The process of defining the requirement and monitoring the performance of providing post sales and post delivery support for products and services against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance [EA.02 : Manage Assist Performance of Customer Chain]

- Activity: EA.03 : Manage Assist Information The process of collecting, maintaining, and communicating information to support post sales and post delivery support planning and execution processes. The information to be managed includes: warranty status, ordering and credit history, product/services information, etc. [ES.03 : Manage Assist Information of Customer Chain]

- Activity: EA.04 : Manage Warranty The process of defining, maintaining and enforcing warranty information. This includes collecting, maintaining and distributing warranty information. The Supply Chain inputs shipment/delivery information. [EA.04 : Manage Warranty of Customer Chain]

- Activity: EA.05 : Manage Assist Capital Assets The acquisition, maintenance, and disposition of support capital assets. This includes support call centers, call center automation tools, etc. [EA.05 : Manage Assist Capital Assets of Customer Chain]

- Activity: EA.06 : Manage Assist Knowledge Transfer The process of defining a Assist knowledge transfer strategy and maintaining the information, which characterizes total Assist knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessibility of training and warranty information. [EA.06 : Manage Assist Knowledge Transfer of Customer Chain]

- Activity: EA.07 : Manage Assist Network The process of defining, establishing, and maintaining the support business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of relationships with internal and/or external process groups required to provide satisfactory customer support. (e.g. Spare part fulfillment, Supply Chain for returns and replacements, Sales for quotation for additional products or services). [EA.07 : Manage Assist Network of Customer Chain]

- Activity: EA.08 : Manage Assist Regulatory Compliance


The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EA.08 : Manage Assist Regulatory Compliance of Customer Chain]

EA.01 : Manage Assist Business Rules (a component of EA : Enable Assist) The process of defining, maintaining, and enforcing rules which affect the post sales and post delivery support for products and services. The Assist business rules provide criteria that are translated into guidelines, policies and engagement models for post sales and post delivery support to intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Assist business rules include: warranty validation and solution offering guidelines [EA.01 : Manage Assist Business Rules of Customer Chain] It is targeted by goal: - Manage Assist Business Rules Total Cost


EA.02 : Manage Assist Performance (a component of EA : Enable Assist) The process of defining the requirement and monitoring the performance of providing post sales and post delivery support for products and services against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance [EA.02 : Manage Assist Performance of Customer Chain] It is targeted by goal: - Manage Assist Performance Total Cost


EA.03 : Manage Assist Information (a component of EA : Enable Assist) The process of collecting, maintaining, and communicating information to support post sales and post delivery support planning and execution processes. The information to be managed includes: warranty status, ordering and credit history, product/services information, etc. [ES.03 : Manage Assist Information of Customer Chain] It is targeted by goal: - Manage Assist Information Total Cost


EA.04 : Manage Warranty (a component of EA : Enable Assist) The process of defining, maintaining and enforcing warranty information. This includes collecting, maintaining and distributing warranty information. The Supply Chain inputs shipment/delivery information. [EA.04 : Manage Warranty of Customer Chain]


It is targeted by goal: - Manage Warranty Total Cost


EA.05 : Manage Assist Capital Assets (a component of EA : Enable Assist) The acquisition, maintenance, and disposition of support capital assets. This includes support call centers, call center automation tools, etc. [EA.05 : Manage Assist Capital Assets of Customer Chain] It is targeted by goal: - Manage Assist Capital Assets Total Cost


EA.06 : Manage Assist Knowledge Transfer (a component of EA : Enable Assist) The process of defining a Assist knowledge transfer strategy and maintaining the information, which characterizes total Assist knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessibility of training and warranty information. [EA.06 : Manage Assist Knowledge Transfer of Customer Chain] It is targeted by goal: - Manage Assist Knowledge Transfer Total Cost


EA.07 : Manage Assist Network (a component of EA : Enable Assist) The process of defining, establishing, and maintaining the support business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of relationships with internal and/or external process groups required to provide satisfactory customer support. (e.g. Spare part fulfillment, Supply Chain for returns and replacements, Sales for quotation for additional products or services). [EA.07 : Manage Assist Network of Customer Chain] It is targeted by goal: - Manage Assist Network Total Cost


EA.08 : Manage Assist Regulatory Compliance (a component of EA : Enable Assist) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EA.08 : Manage Assist Regulatory Compliance of Customer Chain]


It is targeted by goal: - Manage Assist Regulatory Compliance Total Cost


P : Plan (CC) (a component of Customer Chain) Planning processes prioritize sales activities and assign sales targets to Customer Chain resources. Planning processes generally occur at regular intervals. [P : Plan of Customer Chain] It includes six components: - Activity: EP : Enable Plan (CC)

Enable Plan (Customer Chain) is the collection of processes to prepare, maintain, and manage information or relationships upon which Customer Chain planning processes rely. [EP : Enable Plan of Customer Chain]

- Activity: PA : Plan Assist The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. Support call center staff planning, infrastructure (web server/telecom) capacity planning, repair staff planning (warranty). [PA : Plan Assist of Customer Chain]

- Activity: PP : Plan Customer Chain The development and establishment of courses of action over specified time periods that represent a projected appropriation of Customer Chain resources to meet Customer Chain requirements. [PP : Plan Customer Chain of Customer Chain]

- Activity: PQ : Plan Contract The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. sales call center staff planning, infrastructure (web server/telecom) capacity planning, field sales staff planning. [PQ : Plan Contract]

- Activity: PR : Plan Relate The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. lead/prospect conversion quota, staff planning. [PR : Plan Relate of Customer Chain]

- Activity: PS : Plan Sell The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. sales quota, sales call center staff planning, field sales staff planning. [PS : Plan Sell of Customer Chain]

EP : Enable Plan (CC) (a component of P : Plan (CC)) Enable Plan (Customer Chain) is the collection of processes to prepare, maintain, and manage information or relationships upon which Customer Chain planning processes rely. [EP : Enable Plan of Customer Chain] It is targeted by goals: - Enable Plan Reaction Cycle Time

Time to execute revised CC plans in response to unplanned events. Unplanned events may include:


Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Enable Plan Total Cost Total Enable Plan Cost

It includes nine components: - Activity: EP.01 : Manage Plan Business Rules (CC)

The process of establishing, maintaining, and enforcing decision support criteria for customer chain planning which translate to rules for conducting business, i.e. developing and maintaining customer standards of an entire customer chain such as service levels, given service requirements by customer chain stakeholders, partners and customers. Business rules align Plan process policies with business strategy, goals, and objectives. [EP.01 : Manage Plan Business Rules of Customer Chain]

- Activity: EP.02 : Manage Customer Chain Performance The process of measuring actual integrated Customer Chain performance against internal and/or external standards to develop and implement a course of action to achieve targeted performance levels. Performance targets established for the execution of Customer Chain processes are reflected in the process elements for Plan, i.e. sales, pricing, cost, reliability, cycle time, responsiveness, and assets. [EP.02 : Manage Customer Chain Performance of Customer Chain]

- Activity: EP.03 : Manage Plan Information (CC) The process of collecting, integrating and maintaining the accuracy of planning and execution information necessary to plan and execute the integrated Customer Chain. This includes sales targets and actuals, pricing targets and actuals, sales resources (people) and compensation, etc. [EP.03 : Manage Plan Information of Customer Chain]

- Activity: EP.04 : Manage Customer Pricing The process of defining, maintaining and enforcing customer or customer group pricing strategy, approval processes and alignment processes to business goals. The Business Development domain inputs product pricing into these processes. [EP.04 : Manage Customer Pricing of Customer Chain]

- Activity: EP.05 : Manage Customer Chain Assets The process of acquiring, maintaining and dispositioning an organization's Customer Chain capital assets. This includes automation tools to capture, store and deliver customer information (e.g. CRM systems) and facilities like customer centers, call centers, sales offices, etc. [EP.05 : Manage Customer Chain Capital Assets of Customer Chain]

- Activity: EP.06 : Manage Knowledge Transfer The process of defining a Customer Chainknowledge transfer strategy and maintaining the information, which characterizes total Customer Chain knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessability of product information. [EP.06 : Manage Knowledge Transfer of Customer Chain]

- Activity: EP.07 : Manage Customer Chain Configuration The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. [EP.07 : Manage Customer Chain Configuration of Customer Chain]

- Activity: EP.08 : Manage Plan Regulatory Compliance (CC) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EP.08 : Manage Plan Regulatory Compliance of Customer Chain]

- Activity: EP.09 : Align Sales Plan with Financial Plan The process of revising the long-term customer chain capacity and resource plans, given the inputs from the strategic and business plans. This includes revision of not only aggregate forecast and


projections related to customer chain, Relate, Sell, and Contract plans, but also business assumptions. [EP.09 : Align Sales Plan with Financial Plan]

EP.01 : Manage Plan Business Rules (CC) (a component of EP : Enable Plan (CC)) The process of establishing, maintaining, and enforcing decision support criteria for customer chain planning which translate to rules for conducting business, i.e. developing and maintaining customer standards of an entire customer chain such as service levels, given service requirements by customer chain stakeholders, partners and customers. Business rules align Plan process policies with business strategy, goals, and objectives. [EP.01 : Manage Plan Business Rules of Customer Chain] It is targeted by goals: - Manage Contract Business Rules Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage Plan Business Rules Total Cost


EP.02 : Manage Customer Chain Performance (a component of EP : Enable Plan (CC)) The process of measuring actual integrated Customer Chain performance against internal and/or external standards to develop and implement a course of action to achieve targeted performance levels. Performance targets established for the execution of Customer Chain processes are reflected in the process elements for Plan, i.e. sales, pricing, cost, reliability, cycle time, responsiveness, and assets. [EP.02 : Manage Customer Chain Performance of Customer Chain] It is targeted by goal: - Manage CC Performance Total Cost


EP.03 : Manage Plan Information (CC) (a component of EP : Enable Plan (CC)) The process of collecting, integrating and maintaining the accuracy of planning and execution information necessary to plan and execute the integrated Customer Chain. This includes sales targets and actuals, pricing targets and actuals, sales resources (people) and compensation, etc. [EP.03 : Manage Plan Information of Customer Chain] It is targeted by goal: - Manage Plan Information Total Cost



EP.04 : Manage Customer Pricing (a component of EP : Enable Plan (CC)) The process of defining, maintaining and enforcing customer or customer group pricing strategy, approval processes and alignment processes to business goals. The Business Development domain inputs product pricing into these processes. [EP.04 : Manage Customer Pricing of Customer Chain]

EP.05 : Manage Customer Chain Assets (a component of EP : Enable Plan (CC)) The process of acquiring, maintaining and dispositioning an organization's Customer Chain capital assets. This includes automation tools to capture, store and deliver customer information (e.g. CRM systems) and facilities like customer centers, call centers, sales offices, etc. [EP.05 : Manage Customer Chain Capital Assets of Customer Chain] It is targeted by goals: - Manage CC Assets Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage CC Portfolio Total Cost


EP.06 : Manage Knowledge Transfer (a component of EP : Enable Plan (CC)) The process of defining a Customer Chainknowledge transfer strategy and maintaining the information, which characterizes total Customer Chain knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessability of product information. [EP.06 : Manage Knowledge Transfer of Customer Chain] It is targeted by goal: - Manage Knowledge Transfer Total Cost


EP.07 : Manage Customer Chain Configuration (a component of EP : Enable Plan (CC))


The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. [EP.07 : Manage Customer Chain Configuration of Customer Chain] It is targeted by goal: - Manage CC Configuration Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). EP.08 : Manage Plan Regulatory Compliance (CC) (a component of EP : Enable Plan (CC)) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EP.08 : Manage Plan Regulatory Compliance of Customer Chain] It is targeted by goals: - Manage Contract Regulatory Compliance Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage Plan Regulatory Compliance Total Cost


EP.09 : Align Sales Plan with Financial Plan (a component of EP : Enable Plan (CC)) The process of revising the long-term customer chain capacity and resource plans, given the inputs from the strategic and business plans. This includes revision of not only aggregate forecast and projections related to customer chain, Relate, Sell, and Contract plans, but also business assumptions. [EP.09 : Align Sales Plan with Financial Plan] It is targeted by goal: - Align Sales Plan with Financial Plan Total Cost


PA : Plan Assist (a component of P : Plan (CC)) The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. Support call center staff planning, infrastructure (web server/telecom) capacity planning, repair staff planning (warranty). [PA : Plan Assist of Customer Chain] It is targeted by goals:


- Plan Assist Reaction Cycle Time Time to adjust Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Plan Assist Total Cost Total cost to develop and establish courses of action to appropriate Assist resources to meet requirements. Sum of PA.* process elements costs

It includes four components: - Activity: PA.01 : Gather Assist Requirements

The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for post sales or post delivery support. [PA.01 : Gather Assist Requirements of Customer Chain]

- Activity: PA.02 : Gather Assist Resources The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in post sales or post delivery support. [PA.02 : Gather Assist Resources of Customer Chain]

- Activity: PA.03 : Balance Assist Requirements with Resources The process of developing a time-phased course of action that commits Assist resources to meet post sales and post delivery support requirements. This may include: support call center planning, repair (staff) planning, materials demand planning (as an input to support supply chain), etc. [PA.03 : Balance Assist Resources with Requirements of Customer Chain]

- Activity: PA.04 : Publish Assist Plan The process of establishing and communicating the Assist plan. [PA.04 : Publish Assist Plan of Customer Chain]

PA.01 : Gather Assist Requirements (a component of PA : Plan Assist) The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for post sales or post delivery support. [PA.01 : Gather Assist Requirements of Customer Chain] It is targeted by goal: - Gather Assist Requirments Total Cost


PA.02 : Gather Assist Resources (a component of PA : Plan Assist)


The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in post sales or post delivery support. [PA.02 : Gather Assist Resources of Customer Chain] It is targeted by goal: - Gather Assist Resources Total Cost


PA.03 : Balance Assist Requirements with Resources (a component of PA : Plan Assist) The process of developing a time-phased course of action that commits Assist resources to meet post sales and post delivery support requirements. This may include: support call center planning, repair (staff) planning, materials demand planning (as an input to support supply chain), etc. [PA.03 : Balance Assist Resources with Requirements of Customer Chain] It is targeted by goal: - Balance Assist Requirements w/ Resources Total Cost


PA.04 : Publish Assist Plan (a component of PA : Plan Assist) The process of establishing and communicating the Assist plan. [PA.04 : Publish Assist Plan of Customer Chain] It is targeted by goal: - End-of-Life Inventory

Inventory on hand which will satisfy future demand for products that are no longer in production at your entity.

PP : Plan Customer Chain (a component of P : Plan (CC)) The development and establishment of courses of action over specified time periods that represent a projected appropriation of Customer Chain resources to meet Customer Chain requirements. [PP : Plan Customer Chain of Customer Chain] It is targeted by goals: - Plan CC Reaction Cycle Time


Time to adjust CC plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Plan Contract Reaction Cycle Time Time to adjust Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Plan Contract Total Cost Total cost to develop and establish courses of action to appropriate Contract resources to meet requirements. Sum of PC.* process elements costs

- Plan Customer Chain Total Cost Total cost to develop and establish courses of action to appropriate CC resources to meet CC requirements. Sum of PP.* process elements costs

It includes four components: - Activity: PP.01 : Gather Customer Chain Requirements

The activities associated with identifying, aggregating, and prioritizing all sources of demand for the integrated Customer Chain. This includes the product life cycle forecast, market (segment) information and business (financial) goals. [PP.01 : Gather Customer Chain Requirements of Customer Chain]

- Activity: PP.02 : Gather Customer Chain Resources The activities associated with identifying, aggregating, and prioritizing all resources of the integrated Customer Chain. This includes realized revenue, order book, Customer Chain resources (account agents, sales people, call center staff, etc), customer portfolio (inventory of active and inactive accounts). [PP.02 : Gather Customer Chain Resources of Customer Chain]

- Activity: PP.03 : Balance Customer Chain Requirements with Resources The process of identifying and measuring the gaps and imbalances between demand (goals and targets) and resources in order to determine how to best address the variances through marketing (pricing, promotions), sales (new customers, customer engagements), and fulfillment (prioritization). [PP.03 : Balance Customer Chain Requirements with Resources of Customer Chain]

- Activity: PP.04 : Establish Customer Chain Plans The establishment and communication of courses of action and targets for the integrated Customer Chain. [PP.04 : Establish Customer Chain Plans of Customer Chain]

PP.01 : Gather Customer Chain Requirements (a component of PP : Plan Customer Chain)


The activities associated with identifying, aggregating, and prioritizing all sources of demand for the integrated Customer Chain. This includes the product life cycle forecast, market (segment) information and business (financial) goals. [PP.01 : Gather Customer Chain Requirements of Customer Chain] It is targeted by goal: - Gather CC Requirements Total Cost


PP.02 : Gather Customer Chain Resources (a component of PP : Plan Customer Chain) The activities associated with identifying, aggregating, and prioritizing all resources of the integrated Customer Chain. This includes realized revenue, order book, Customer Chain resources (account agents, sales people, call center staff, etc), customer portfolio (inventory of active and inactive accounts). [PP.02 : Gather Customer Chain Resources of Customer Chain] It is targeted by goal: - Gather CC Resources Total Cost


PP.03 : Balance Customer Chain Requirements with Resources (a component of PP : Plan Customer Chain) The process of identifying and measuring the gaps and imbalances between demand (goals and targets) and resources in order to determine how to best address the variances through marketing (pricing, promotions), sales (new customers, customer engagements), and fulfillment (prioritization). [PP.03 : Balance Customer Chain Requirements with Resources of Customer Chain] It is targeted by goals: - Balance CC Requirements w/ Resources Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Balance Contract Requirements w/ Resources Total Cost


PP.04 : Establish Customer Chain Plans (a component of PP : Plan Customer Chain) The establishment and communication of courses of action and targets for the integrated Customer Chain. [PP.04 : Establish Customer Chain Plans of Customer Chain]


It is targeted by goals: - Equipment Utilization

Number of filled equipment SKU locations divided by the total SKU locations provided by the equipment expressed as a percentage

- Establish CC Plan Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

PQ : Plan Contract (a component of P : Plan (CC)) The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. sales call center staff planning, infrastructure (web server/telecom) capacity planning, field sales staff planning. [PQ : Plan Contract] It includes four components: - Activity: PQ.01 : Gather Contract Requirements

The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for quotation. [PQ.01 : Gather Contract Requirements of Customer Chain]

- Activity: PQ.02 : Gather Contract Resources The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in quotation processes. [PQ.02 : Gather Contract Resources of Customer Chain]

- Activity: PQ.03 : Balance Contract Requirements with Resources The process of developing a time-phased course of action that commits Contract resources to meet quotation requirements. This may include: call center planning, customer pricing planning, etc. [PQ.03 : Balance Contract Resources with Requirements of Customer Chain]

- Activity: PQ.04 : Publish Contract Plan The process of establishing and communicating the Contract plan. [PQ.04 : Publish Contract Plan of Customer Chain]

PQ.01 : Gather Contract Requirements (a component of PQ : Plan Contract) The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for quotation. [PQ.01 : Gather Contract Requirements of Customer Chain]

PQ.02 : Gather Contract Resources (a component of PQ : Plan Contract)


The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in quotation processes. [PQ.02 : Gather Contract Resources of Customer Chain]

PQ.03 : Balance Contract Requirements with Resources (a component of PQ : Plan Contract) The process of developing a time-phased course of action that commits Contract resources to meet quotation requirements. This may include: call center planning, customer pricing planning, etc. [PQ.03 : Balance Contract Resources with Requirements of Customer Chain]

PQ.04 : Publish Contract Plan (a component of PQ : Plan Contract) The process of establishing and communicating the Contract plan. [PQ.04 : Publish Contract Plan of Customer Chain]

PR : Plan Relate (a component of P : Plan (CC)) The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. lead/prospect conversion quota, staff planning. [PR : Plan Relate of Customer Chain] It is targeted by goals: - Plan Relate Reaction Cycle Time

Time to adjust Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Plan Relate Total Cost Total cost to develop and establish courses of action to appropriate Relate resources to meet requirements. Sum of PR.* process elements costs

It includes four components: - Activity: PR.01 : Gather Relate Requirements

The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for relationship management. [PR.01 : Gather Relate Requirements of Customer Chain]


- Activity: PR.02 : Gather Relate Resources The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in relationship management processes. [PR.02 : Gather Contract Resources of Customer Chain]

- Activity: PR.03 : Balance Relate Requirements with Resources The process of developing a time-phased course of action that commits Relate resources to meet relationship management requirements. This may include: lead/prospect planning, sales team planning, etc. [PR.03 : Balance Relate Resources with Requirements of Customer Chain]

- Activity: PR.04 : Publish Relate Plan The process of establishing and communicating the Relate plan. [PR.04 : Publish Relate Plan of Customer Chain]

PR.01 : Gather Relate Requirements (a component of PR : Plan Relate) The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for relationship management. [PR.01 : Gather Relate Requirements of Customer Chain] It is targeted by goal: - Gather Relate Requirements Total Cost


PR.02 : Gather Relate Resources (a component of PR : Plan Relate) The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in relationship management processes. [PR.02 : Gather Contract Resources of Customer Chain] It is targeted by goal: - Gather Relate Resources Total Cost


PR.03 : Balance Relate Requirements with Resources (a component of PR : Plan Relate) The process of developing a time-phased course of action that commits Relate resources to meet relationship management requirements. This may include: lead/prospect planning, sales team planning, etc.


[PR.03 : Balance Relate Resources with Requirements of Customer Chain] It is targeted by goal: - Balance Contract Requirements w/ Resources Total Cost


PR.04 : Publish Relate Plan (a component of PR : Plan Relate) The process of establishing and communicating the Relate plan. [PR.04 : Publish Relate Plan of Customer Chain] It is targeted by goal: - Establish Relate Plan Total Cost


PS : Plan Sell (a component of P : Plan (CC)) The development and establishment of courses of action for specified time periods to ensure alignment of resources to requirements and identification of gaps. E.g. sales quota, sales call center staff planning, field sales staff planning. [PS : Plan Sell of Customer Chain] It is targeted by goals: - Plan Sell Reaction Cycle Time

Time to adjust Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Plan Sell Total Cost Total cost to develop and establish courses of action to appropriate Sell resources to meet requirements. Sum of PS.* process elements costs

It includes four components: - Activity: PS.01 : Gather Sell Requirements

The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for selling products and services. [PS.01 : Gather Sell Requirements of Customer Chain]

- Activity: PS.02 : Gather Sell Resources The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in selling processes.


[PS.02 : Gather Sell Resources of Customer Chain] - Activity: PS.03 : Balance Sell Requirements with Resources

The process of developing a time-phased course of action that commits Sell resources to meet selling requirements. This may include: sales quota planning, sales team planning, etc. [PS.03 : Balance Sell Resources with Requirements of Customer Chain]

- Activity: PS.04 : Publish Sell Plan The process of establishing and communicating the Sell plan. [PS.04 : Publish Sell Plan of Customer Chain]

PS.01 : Gather Sell Requirements (a component of PS : Plan Sell) The process of identifying, prioritizing, and considering as a whole with constituent parts, all sources of demand for selling products and services. [PS.01 : Gather Sell Requirements of Customer Chain] It is targeted by goal: - Gather Sell Requirements Total Cost


PS.02 : Gather Sell Resources (a component of PS : Plan Sell) The process of identifying, evaluating, and considering, as a whole with constituent parts, all resources that add value in selling processes. [PS.02 : Gather Sell Resources of Customer Chain] It is targeted by goal: - Gather Sell Resources Total Cost


PS.03 : Balance Sell Requirements with Resources (a component of PS : Plan Sell) The process of developing a time-phased course of action that commits Sell resources to meet selling requirements. This may include: sales quota planning, sales team planning, etc. [PS.03 : Balance Sell Resources with Requirements of Customer Chain] It is targeted by goal: - Balance Contract Requirements w/ Resources Total Cost



PS.04 : Publish Sell Plan (a component of PS : Plan Sell) The process of establishing and communicating the Sell plan. [PS.04 : Publish Sell Plan of Customer Chain]

Q : Contract (a component of Customer Chain) The process of pricing a solution and gaining customer agreement. This includes receiving the request for contract (grouped accounts), configuring and pricing the proposal (named accounts), obtaining internal approval (named accounts), publishing a pricelist (intermediary), obtaining customer agreement and closing the deal. [Q : Contract of Customer Chain] It includes four components: - Activity: C1 : Contract to Intermediary

The process of creating a standard offering to intermediaries (distributors, value added resellers, retailers, etc) for standard products/services. This includes the creation and maintenance of the pricelists for these partners. [Q1 : Contract to Intermediary of Customer Chain]

- Activity: C2 : Contract to Grouped Account The process of pricing a solution and gaining customer agreement for a Grouped Account. This includes receiving the request for a contract, configuring the product/solution and pricing the product/solution. [C2 : Contract to Grouped Account of Customer Chain]

- Activity: C3 : Contract to Named Account The process of pricing a solution and gaining customer agreement for a Named Account. This includes developing a proposal, configuring and pricing the proposal, obtaining internal approval, presenting the proposal to the customer and obtaining feedback and refining. [C3 : Contract to Named Account of Customer Chain]

- Activity: EC : Enable Contract Enable Contract is the collection of processes to prepare, maintain, and manage information or relationships upon which Contract execution processes rely. [EC : Enable Contract of Customer Chain]

C1 : Contract to Intermediary (a component of Q : Contract)


The process of creating a standard offering to intermediaries (distributors, value added resellers, retailers, etc) for standard products/services. This includes the creation and maintenance of the pricelists for these partners. [Q1 : Contract to Intermediary of Customer Chain] It is targeted by goals: - # of active customers in segment - % Sales from New Products

% of revenue from products which are less than X months old. (Total Revenue from new products / Total Revenue) * 100

- Contract Cost Cost per contract signed (Total Customer Chain Cost for sales) / # of contracts signed

- Contract Cycle Time Total Time from proposed solution to contract delivered (to SC) Sum of Contract process elements Cycle Times

- Contract Reaction Cycle Time Time to execute revised Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Contract Total Cost Total Cost to convert proposed solutions to signed contracs and deliver to Supply Chain Sum of Contract process elements costs

- Current Avg profit per customer in segment - Customer Retention rate

% of current customers retained, i.e. % of customer who remain loyal to the company over time # of customers who renewed their contract / # of customers who had contract renewals due

- Customers' Wallet Share The account share of the customers' business. How much of the targeted customers' business are we receiving? (Total revenue from customer / Total potential revenue from customer) * 100

- Number of active customers (TCE) # of new customers + # of active previous customers

- Operating Profit Gross Revenue - COGS - R&D - SG&A

- Perfect Contracts % of Contracts which contain all of the components as defined in EC.01 & EC.04. (# of Perfect Contracts / Total Contracts) * 100

- Proposal-to-Contract Conversion rate % of proposed solutions converted into contracts (# contracts released / # of proposed solutions) * 100

- Quote Turnaround Time Total time from the receipt of request for quote to the delivery of the quote

It includes five components: - Activity: C1.01 : Develop Product Offering

The activities of developing a product catalog for the intermediary. This includes product and pricing. The development of the catalog may be an internal only or a shared responsibility with the intermediary. Multiple intermediaries may share one catalog. The content of the catalog may be dependant on the business model details established in the Sell process. [Q1.01 : Develop Product Offering of Customer Chain]

- Activity: C1.02 : Publish Pricelist


The activities of publishing the pricelist to the intermediary. This includes the activities of presenting the proposal and obtaining internal approvals before publishing the pricelist. [Q1.02 : Publish Pricelist of Customer Chain]

- Activity: C1.03 : Obtain Customer Agreement The activities of obtaining feedback, and refining where appropriate and obtaining intermediary agreement. [Q1.03 : Obtain Customer Agreement of Customer Chain]

- Activity: C1.04 : Close the Deal The activities of obtaining a signature from the customer to affirm contract. [Q1.04 : Close the Deal of Customer Chain]

- Activity: C1.05 : Release to Deliver The activities associated with handing the intermediary over to the Deliver process. This includes providing information for intermediary setup in order management systems, release of business model information (processes and practices) and supply chain requirements, etc. [Q1.05 : Release to Deliver of Customer Chain]

C1.01 : Develop Product Offering (a component of C1 : Contract to Intermediary) The activities of developing a product catalog for the intermediary. This includes product and pricing. The development of the catalog may be an internal only or a shared responsibility with the intermediary. Multiple intermediaries may share one catalog. The content of the catalog may be dependant on the business model details established in the Sell process. [Q1.01 : Develop Product Offering of Customer Chain] It is targeted by goals: - Develop Product Offering Cycle Time

Process cycle time - Develop Product Offering Total Cost


C1.02 : Publish Pricelist (a component of C1 : Contract to Intermediary) The activities of publishing the pricelist to the intermediary. This includes the activities of presenting the proposal and obtaining internal approvals before publishing the pricelist. [Q1.02 : Publish Pricelist of Customer Chain] It is targeted by goals: - On-time pricelists

% of pricelist published by the commited date (# of pricelists published by the commited date / # of pricelists published) * 100

- Publish Pricelist Cycle Time Process cycle time

- Publish Pricelist Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


C1.03 : Obtain Customer Agreement (a component of C1 : Contract to Intermediary) The activities of obtaining feedback, and refining where appropriate and obtaining intermediary agreement. [Q1.03 : Obtain Customer Agreement of Customer Chain] It is targeted by goals: - Average product failure rate

% of products that fail [(# of products that fail / # of products shipped) * 100]

- Obtain Customer Agreement Cycle Time Process cycle time

- Obtain Customer Agreement Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

C1.04 : Close the Deal (a component of C1 : Contract to Intermediary) The activities of obtaining a signature from the customer to affirm contract. [Q1.04 : Close the Deal of Customer Chain] It is targeted by goals: - # of active previous customers

# of repeat customers during period - # of new customers (TCE)

# of new customers during period - Average Order Size

Actual Revenue/# Orders Shipped - Average Unit Price

Total Revenue/# Units Shipped - Avg Transaction Size

Average transaction size for tele channel and web channel - Channel Growth

% of total growth. This metric is calculated for each individual sales channel (e.g.tele, web-asssited tele, web) as a percentage of total growth.

- Channel Revenue % of total revenue This metric is calculated for each individual sales channel (e.g. tele, web-asssited tele, web) as a percentage of total revenue.

- Close the Deal Cycle Time Process cycle time

- Close the Deal Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- Customer Revenue Breakdown


% of total revenue that each customer segment contributes This metric calulates the percentage of total revenue that each customer segment contributes to the overall revenue.

- Revenue/Contract Revenue per contract signed Total Revenue / # of contracts signed

- Revenue/Rep Revenue per sales representative Total Revenue / # of sales representatives

C1.05 : Release to Deliver (a component of C1 : Contract to Intermediary) The activities associated with handing the intermediary over to the Deliver process. This includes providing information for intermediary setup in order management systems, release of business model information (processes and practices) and supply chain requirements, etc. [Q1.05 : Release to Deliver of Customer Chain] It is targeted by goals: - Contract rate

# of contracts released each period (i.e. day, week, month. etc.) - Contracts per Proposed Solution

# of contracts released / # of Proposed Solutions - Release to Deliver Cycle Time

Process cycle time - Release to Deliver Total Cost


C2 : Contract to Grouped Account (a component of Q : Contract) The process of pricing a solution and gaining customer agreement for a Grouped Account. This includes receiving the request for a contract, configuring the product/solution and pricing the product/solution. [C2 : Contract to Grouped Account of Customer Chain] It is targeted by goals: - # of active customers in segment - % Sales from New Products



- Contract Cycle Time Total Time from proposed solution to contract delivered (to SC)


Sum of Contract process elements Cycle Times - Contract Reaction Cycle Time

Time to execute revised Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized


- Current Avg profit per customer in segment - Customer initiated sales

Revenue from sales which were initated by the customer (webpage, phone calls, etc.). Total customer initated sales revenue / Total revenue

- Customer Retention rate % of current customers retained, i.e. % of customer who remain loyal to the company over time # of customers who renewed their contract / # of customers who had contract renewals due


- Number of active customers (TCE) # of new customers + # of active previous customers

- Operating Profit Gross Revenue - COGS - R&D - SG&A




- Tele Compensation The total average annual compensation for TeleSales reps. Generally, compensation is base plus commission and cash bonuses.

- TeleWeb Sales Cost % of teleweb revenue



It includes six components: - Activity: C2.01 : Receive Request for Contract

The activities of receiving and logging a request for a contract proposal for a grouped account customer. This may include a confirmation from the customer that they are interested in the solution provided and would now like to understand the precise configuration, pricing, terms and conditions pertaining to the purchase of this solution. The guidelines for receiving and logging a contract proposal are maintained by the enable process 'Manage Contract Buiness Rules'. [C2.01 : Receive Request for Contract of Customer Chain]

- Activity: C2.02 : Configure Product/Solution The activities of configuring the product or solution for the grouped account customer using a catalog of current products. This includes validation of availability and selection of integration,


packaging, labeling, and shipping requirements. The catalog of current products is maintained by the enable process 'Manage Customer Pricing'. The customer configuration information is managed by the enable process 'Manage Contract Information'. [C2.02 : Configure Product/Solution of Customer Chain]

- Activity: C2.03 : Price Product/Solution The activities of pricing the product or solution for the grouped account customer using current pricing information for the account group. This includes providing information on rebate programs and selecting and obtaining approval for discounts. Pricing for the account group is maintained by the enable process 'Manage Customer Pricing'. [C2.03 : Price Product/Solution of Customer Chain]

- Activity: C2.04 : Obtain Customer Agreement The activities of issuing, validating, refining and obtaining approval for the grouped account customer's contract proposal. [C2.04 : Obtain Customer Agreement of Customer Chain]

- Activity: C2.05 : Close Deal The activities of obtaining a signature from the grouped account customer to convert the proposal into a contract. Signatures can be obtained using different means of communication: signature on a written contract, signature on a quote(fax), electronic signature (web based quotations), providing credit card details (web or call based quotations), etc. The rules for closing a deal are maintained by the enable process 'Manage Contract Business Rules'. [C2.05 : Close the Deal of Customer Chain]

- Activity: C2.06 : Release to Deliver The activites of transitioning the customer over to the Deliver process in the Supply Chain. This may include the distribution of information in support of other processes, formatting the information, providing reference information and providing contract information. [C2.06 : Release to Deliver of Customer Chain]

C2.01 : Receive Request for Contract (a component of C2 : Contract to Grouped Account) The activities of receiving and logging a request for a contract proposal for a grouped account customer. This may include a confirmation from the customer that they are interested in the solution provided and would now like to understand the precise configuration, pricing, terms and conditions pertaining to the purchase of this solution. The guidelines for receiving and logging a contract proposal are maintained by the enable process 'Manage Contract Buiness Rules'. [C2.01 : Receive Request for Contract of Customer Chain] It is targeted by goals: - Number of Customer initiated sales inquiries

Number of customer initiated contacts for products or services. Telesales: Number of inbound phone calls in a time period. Website: Number of hits to the web site.

- Product Structure Recipes / formulas / BOMs / that define the composition of a product

- Promo Response Rate This is a measure of Promotion effectiveness. # of Calls Generated by Promotion

- Receive Request for Quote Cycle Time


Process cycle time - Receive Request for Quote Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Request for quote Rate

# of requests for quote over a specific time period - Speed to Answer

Average time a caller spends waiting for a Sales Agent to answer the phone. Total time callers spend waiting for Sales Agent to answers the phone / # of callers

- Talk Time Average time a caller spends speaking with a Sales Agent Total time callers spend speaking with Sales Agent / # of callers

- Target Call Time The ideal average call duration needed to close a sale. It may differ by market segment.

C2.02 : Configure Product/Solution (a component of C2 : Contract to Grouped Account) The activities of configuring the product or solution for the grouped account customer using a catalog of current products. This includes validation of availability and selection of integration, packaging, labeling, and shipping requirements. The catalog of current products is maintained by the enable process 'Manage Customer Pricing'. The customer configuration information is managed by the enable process 'Manage Contract Information'. [C2.02 : Configure Product/Solution of Customer Chain] It is targeted by goals: - Configure Product/Solution Cycle Time

Process cycle time - Configure Product/Solution Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Target Call Time

The ideal average call duration needed to close a sale. It may differ by market segment. - Tele Rep Attachment Rates

The percentage of contracts that include a supporting product to complement a primary product at the point of sale. (# of contracts that include a supporting product at the point of sale / Total # of contracts) * 100

C2.03 : Price Product/Solution (a component of C2 : Contract to Grouped Account) The activities of pricing the product or solution for the grouped account customer using current pricing information for the account group. This includes providing information on rebate programs and selecting and obtaining approval for discounts. Pricing for the account group is maintained by the enable process 'Manage Customer Pricing'. [C2.03 : Price Product/Solution of Customer Chain]


It is targeted by goals: - Average product failure rate


- On-time proposals % of proposals delivered by the commited date (# of proposals delivered by the commited date / # of proposals delivered) * 100

- Price Product/Solution Cycle Time Process cycle time

- Price Product/Solution Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


C2.04 : Obtain Customer Agreement (a component of C2 : Contract to Grouped Account) The activities of issuing, validating, refining and obtaining approval for the grouped account customer's contract proposal. [C2.04 : Obtain Customer Agreement of Customer Chain] It is targeted by goals: - Obtain Customer Agreement Cycle Time

Process cycle time - Obtain Customer Agreement Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Promos Booked

Number of orders booked based on a promotion. - Target Call Time

The ideal average call duration needed to close a sale. It may differ by market segment. - Target Cross-Sell Time

The ideal average time spent with a customer educating them on products other than their primary product

C2.05 : Close Deal (a component of C2 : Contract to Grouped Account) The activities of obtaining a signature from the grouped account customer to convert the proposal into a contract. Signatures can be obtained using different means of communication: signature on a written contract, signature on a quote(fax), electronic signature (web based quotations), providing credit card details (web or call based quotations), etc. The rules for closing a deal are maintained by the enable process 'Manage Contract Business Rules'. [C2.05 : Close the Deal of Customer Chain] It is targeted by goals: - # of active previous customers









- Close the Deal Cycle Time Process cycle time

- Close the Deal Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- Customer Revenue Breakdown % of total revenue that each customer segment contributes This metric calulates the percentage of total revenue that each customer segment contributes to the overall revenue.

- Obtain Feedback and Refine Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).




C2.06 : Release to Deliver (a component of C2 : Contract to Grouped Account) The activites of transitioning the customer over to the Deliver process in the Supply Chain. This may include the distribution of information in support of other processes, formatting the information, providing reference information and providing contract information. [C2.06 : Release to Deliver of Customer Chain] It is targeted by goals: - Contract rate


# of contracts released / # of Proposed Solutions


- Release to Deliver Cycle Time Process cycle time

- Release to Deliver Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

C3 : Contract to Named Account (a component of Q : Contract) The process of pricing a solution and gaining customer agreement for a Named Account. This includes developing a proposal, configuring and pricing the proposal, obtaining internal approval, presenting the proposal to the customer and obtaining feedback and refining. [C3 : Contract to Named Account of Customer Chain] It is targeted by goals: - # of active customers in segment - % Sales from New Products


- Competitive Contract Win Rate The success rate of winning a new Named Account when competing directly against the competition. (# of named accounts established / # of named accounts pursued) * 100

- Competitive Contract Win-back Rate The success rate of winning back a Named Account that had been lost to a competitor. (# of named accounts established / # of named accounts pursued) * 100


- Contract Cycle Time Total Time from proposed solution to contract delivered (to SC) Sum of Contract process elements Cycle Times

- Contract Reaction Cycle Time Time to execute revised Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized


- Current Avg profit per customer in segment - Customer Retention rate

% of current customers retained, i.e. % of customer who remain loyal to the company over time # of customers who renewed their contract / # of customers who had contract renewals due


- Number of active customers (TCE)


# of new customers + # of active previous customers - Operating Profit

Gross Revenue - COGS - R&D - SG&A - Perfect Contracts

% of Contracts which contain all of the components as defined in EC.01 & EC.04. (# of Perfect Contracts / Total Contracts) * 100



It includes eight components: - Activity: C3.01 : Initiate Proposal

The activities of initiating a proposal for a named account customer. It includes receiving and logging the request for a proposal and understanding and evaluating what needs to be included as part of the proposal. It may also involve setting up the coordination of the response to an RFP (Request for Proposal) activity. The rules for developing a contract proposal are maintained by the enable process 'Manage Contract Business Rules'. [C3.01 : Initiate Proposal of Customer Chain]

- Activity: C3.02 : Configure & Price Proposal The activities of configuring and pricing the product or solution for the named account customer using a catalog of current products and account specific pricing. This includes validation of availability and documentation of integration, packaging, labeling, shipping and installation requirements and selecting and obtaining approval for discounts [C3.02 : Configure Product/Solution of Customer Chain]

- Activity: C3.03 : Obtain Internal Approval The activities of obtaining internal approval for the contract proposal for the named account customer. This may include pricing as well as configuration approvals and could differ based on pricing discounts or margins. [C3.03 : Obtain Internal Approval of Customer Chain]

- Activity: C3.04 : Present Proposal to Customer The activities of presenting the proposal to the named account customer. This may include an explaination of deviations from the request for proposal (where appropriate) and may involve a number of presentations, resources or supporting information. Supporting information and guidelines for presentation are maintained by the enable process 'Manage Contract Knowledge Transfer'. [C3.04 : Present Proposal to Customer of Customer Chain]

- Activity: C3.05 : Obtain Feedback and Refine The activities of collecting and reviewing the named account customer's response to the proposal and determining if the proposal needs to be refined. It may include a process for determining whether the contract proposal process needs to be revisited or whether the contract can refined without revisiting the contract proposal process. [C3.05 : Obtain Feedback and Refine of Customer Chain]

- Activity: C3.06 : Obtain Customer Agreement The activities of obtaining approval for the contract proposal from the named account customer. This may include generation of a contract, a Statement of Work (SOW) or a customer catalog once the approval is received. [C3.06 : Obtain Customer Agreement of Customer Chain]

- Activity: C3.07 : Sign Contract/Close Deal


The activities of obtaining a signature from the named account customer to convert the proposal into a contract and any other processes that would constitute closing the deal. This may include the set up of a customer catalog. [C3.07 : Close the Deal of Customer Chain]

- Activity: C3.08 : Release to Deliver The activities associated with transistioning the named account customer contract over to the Deliver (Supply Chain) process. This may include the distribution of information in support of other processes, formatting the information, providing reference information and providing contract information. [C3.08 : Release to Deliver of Customer Chain]

C3.01 : Initiate Proposal (a component of C3 : Contract to Named Account) The activities of initiating a proposal for a named account customer. It includes receiving and logging the request for a proposal and understanding and evaluating what needs to be included as part of the proposal. It may also involve setting up the coordination of the response to an RFP (Request for Proposal) activity. The rules for developing a contract proposal are maintained by the enable process 'Manage Contract Business Rules'. [C3.01 : Initiate Proposal of Customer Chain] It is targeted by goals: - Develop Proposal Cycle Time

Process cycle time - Develop Proposal Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Request for quote Rate

# of requests for quote over a specific time period

C3.02 : Configure & Price Proposal (a component of C3 : Contract to Named Account) The activities of configuring and pricing the product or solution for the named account customer using a catalog of current products and account specific pricing. This includes validation of availability and documentation of integration, packaging, labeling, shipping and installation requirements and selecting and obtaining approval for discounts [C3.02 : Configure Product/Solution of Customer Chain] It is targeted by goals: - Configure & Price Proposal Cycle Time

Process cycle time - Configure & Price Proposal Total Cost



C3.03 : Obtain Internal Approval (a component of C3 : Contract to Named Account) The activities of obtaining internal approval for the contract proposal for the named account customer. This may include pricing as well as configuration approvals and could differ based on pricing discounts or margins. [C3.03 : Obtain Internal Approval of Customer Chain] It is targeted by goals: - Obtain Internal Approval Cycle Time

Process cycle time - Obtain Internal Approval Total Cost


C3.04 : Present Proposal to Customer (a component of C3 : Contract to Named Account) The activities of presenting the proposal to the named account customer. This may include an explaination of deviations from the request for proposal (where appropriate) and may involve a number of presentations, resources or supporting information. Supporting information and guidelines for presentation are maintained by the enable process 'Manage Contract Knowledge Transfer'. [C3.04 : Present Proposal to Customer of Customer Chain] It is targeted by goals: - On-time proposals

% of proposals delivered by the commited date (# of proposals delivered by the commited date / # of proposals delivered) * 100

- Present Proposal to Customer Cycle Time Process cycle time

- Present Proposal to Customer Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

C3.05 : Obtain Feedback and Refine (a component of C3 : Contract to Named Account) The activities of collecting and reviewing the named account customer's response to the proposal and determining if the proposal needs to be refined. It may include a process for determining whether the


contract proposal process needs to be revisited or whether the contract can refined without revisiting the contract proposal process. [C3.05 : Obtain Feedback and Refine of Customer Chain] It is targeted by goals: - Average product failure rate


- Obtain Feedback & Refine Cycle Time Process cycle time

C3.06 : Obtain Customer Agreement (a component of C3 : Contract to Named Account) The activities of obtaining approval for the contract proposal from the named account customer. This may include generation of a contract, a Statement of Work (SOW) or a customer catalog once the approval is received. [C3.06 : Obtain Customer Agreement of Customer Chain] It is targeted by goals: - Obtain Customer Agreement Cycle Time

Process cycle time - Obtain Customer Agreement Total Cost


C3.07 : Sign Contract/Close Deal (a component of C3 : Contract to Named Account) The activities of obtaining a signature from the named account customer to convert the proposal into a contract and any other processes that would constitute closing the deal. This may include the set up of a customer catalog. [C3.07 : Close the Deal of Customer Chain] It is targeted by goals: - # of active previous customers









- Customer Revenue Breakdown % of total revenue that each customer segment contributes This metric calulates the percentage of total revenue that each customer segment contributes to the overall revenue.



- Sign Contract/ Close Deal Cycle Time Process cycle time

- Sign Contract/ Close Deal Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

C3.08 : Release to Deliver (a component of C3 : Contract to Named Account) The activities associated with transistioning the named account customer contract over to the Deliver (Supply Chain) process. This may include the distribution of information in support of other processes, formatting the information, providing reference information and providing contract information. [C3.08 : Release to Deliver of Customer Chain] It is targeted by goals: - Contract rate


# of contracts released / # of Proposed Solutions - Release to Deliver Cycle Time

Process cycle time - Release to Deliver Total Cost


EC : Enable Contract (a component of Q : Contract)


Enable Contract is the collection of processes to prepare, maintain, and manage information or relationships upon which Contract execution processes rely. [EC : Enable Contract of Customer Chain] It is targeted by goals: - Enable Contract Reaction Cycle Time

Time to execute revised Enable Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Enable Contract Total Cost Total cost to prepare, maintain, and manage information or releationships upon which Contract execution processes rely. Sum of EC.* process elements costs

It includes eight components: - Activity: EC.01 : Manage Contract Business Rules

The process of defining, maintaining, and enforcing rules which affect the acceptance of a request for contract and issuance of a contract or bid. This includes establishing and enforcing internal approval processes for pricing, discounts, demo products, etc. [EC.01 : Manage Contract Business Rules of Customer Chain]

- Activity: EC.02 : Manage Contract Performance The process of defining the requirement and monitoring the performance of closing contracts against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [EC.02 : Manage Contract Performance of Customer Chain]

- Activity: EC.03 : Manage Contract Information The process of collecting, maintaining, and communicating information to support contract closing planning and execution processes. The information to be managed includes: status, history, call and web traffic tracking, etc. [EC.03 : Manage Contract Information of Customer Chain]

- Activity: EC.04 : Manage Customer Pricing The process of defining, maintaining and enforcing a strategy for customer or customer group pricing. This includes setting, maintaining and distributing customer specific, grouped accounts and intermediary pricing, discounts and rebates. The Market Chain inputs product pricing into these processes. [EC.04 : Manage Customer Pricing of Customer Chain]

- Activity: EC.05 : Manage Contract Capital Assets The acquisition, maintenance, and disposition of quotation capital assets. This includes call centers, call center automation tools - like call tracking, sales force automation tools - like pricing and configuration software, etc. [EC.05 : Manage Contract Capital Assets of Customer Chain]

- Activity: EC.06 : Manage Contract Knowledge Transfer The process of defining a Contract knowledge transfer strategy and maintaining the information, which characterizes total Contract knowledge management requirements. This includes creation and maintenance of training materials, and delivery of training. [EC.06 : Manage Contract Knowledge Transfer of Customer Chain]

- Activity: EC.07 : Manage Contract Network The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. [EC.07 : Manage Contract Network of Customer Chain]

- Activity: EC.08 : Manage Contract Regulatory Compliance


The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EC.08 : Manage Contract Regulatory Compliance of Customer Chain]

EC.01 : Manage Contract Business Rules (a component of EC : Enable Contract) The process of defining, maintaining, and enforcing rules which affect the acceptance of a request for contract and issuance of a contract or bid. This includes establishing and enforcing internal approval processes for pricing, discounts, demo products, etc. [EC.01 : Manage Contract Business Rules of Customer Chain] It is targeted by goals: - Gather Contract Requirments Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage Contract Business Rules Total Cost


EC.02 : Manage Contract Performance (a component of EC : Enable Contract) The process of defining the requirement and monitoring the performance of closing contracts against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [EC.02 : Manage Contract Performance of Customer Chain] It is targeted by goals: - Gather Contract Resources Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage Contract Performance Total Cost


EC.03 : Manage Contract Information (a component of EC : Enable Contract) The process of collecting, maintaining, and communicating information to support contract closing planning and execution processes. The information to be managed includes: status, history, call and web traffic tracking, etc. [EC.03 : Manage Contract Information of Customer Chain]


It is targeted by goal: - Manage Contract Information Total Cost


EC.04 : Manage Customer Pricing (a component of EC : Enable Contract) The process of defining, maintaining and enforcing a strategy for customer or customer group pricing. This includes setting, maintaining and distributing customer specific, grouped accounts and intermediary pricing, discounts and rebates. The Market Chain inputs product pricing into these processes. [EC.04 : Manage Customer Pricing of Customer Chain] It is targeted by goals: - Establish Contract Plan Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Manage Customer Pricing Total Cost


EC.05 : Manage Contract Capital Assets (a component of EC : Enable Contract) The acquisition, maintenance, and disposition of quotation capital assets. This includes call centers, call center automation tools - like call tracking, sales force automation tools - like pricing and configuration software, etc. [EC.05 : Manage Contract Capital Assets of Customer Chain] It is targeted by goal: - Manage Contract Capital Assets Total Cost


EC.06 : Manage Contract Knowledge Transfer (a component of EC : Enable Contract) The process of defining a Contract knowledge transfer strategy and maintaining the information, which characterizes total Contract knowledge management requirements. This includes creation and maintenance of training materials, and delivery of training. [EC.06 : Manage Contract Knowledge Transfer of Customer Chain] It is targeted by goals: - Avg Training $ per TeleSales Rep

The amount spent on training each year per TeleSales rep - Manage Contract Knowledge Transfer Total Cost



EC.07 : Manage Contract Network (a component of EC : Enable Contract) The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. [EC.07 : Manage Contract Network of Customer Chain] It is targeted by goal: - Manage Contract Network Total Cost


EC.08 : Manage Contract Regulatory Compliance (a component of EC : Enable Contract) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [EC.08 : Manage Contract Regulatory Compliance of Customer Chain] It is targeted by goal: - Manage Contract Regulatory Compliance Total Cost


R : Relate (a component of Customer Chain) The process of establishing and maintaining relationships with customers and intermediaries. This includes selecting the engagement model (grouped accounts), assigning an account manager/team (intermediary/named accounts), obtaining the customer’s needs (intermediary/named accounts) and establishing the customer’s profile. [R : Relate of Customer Chain] It includes four components: - Activity: ER : Enable Relate

Enable Relate is the collection of processes to prepare, maintain, and manage information or relationships upon which Relate execution processes rely. [ER : Enable Relate of Customer Chain]

- Activity: R1 : Relate to Intermediary The process of converting markets/segments into customers by establishing and maintaining relationships with intermediaries (e.g. channel partners, resellers, retailers, etc). This includes


gathering partner information, obtaining understanding of channels and partners needs and identifying product and/or service offerings for the channel partner. [R1 : Relate to Intermediary of Customer Chain]

- Activity: R2 : Relate to Grouped Account The process of establishing and maintaining relationships directly with grouped account customers. This includes selecting the engagement model and the account group and establishing the customer profile. [R2 : Relate to Grouped Account of Customer Chain] *) 1:n = Account representative for multiple accounts (n>1)

- Activity: R3 : Relate to Named Account The process of establishing and maintaining relationships directly with named account customers. This includes assigning the account team, defining the engagement model, obtaining customer needs and establishing the customer profile. [R3 : Relate to Named Account of Customer Chain] *) n:1 = Account team per account (n>1)

ER : Enable Relate (a component of R : Relate) Enable Relate is the collection of processes to prepare, maintain, and manage information or relationships upon which Relate execution processes rely. [ER : Enable Relate of Customer Chain] It is targeted by goals: - Enable Relate Reaction Cycle Time

Time to execute revised Enable Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Enable Relate Total Cost Total cost to prepare, maintain, and manage information or releationships upon which Relate execution processes rely. Sum of ER.* process elements costs

It includes eight components: - Activity: ER.01 : Manage Relate Business Rules

The process of defining requirements and estabishing, maintaining, and enforcing decision support criteria, in alignment with business strategy, goals, and objectives. The business strategy defines the criteria for Relate business rules that are translated into guidelines, policies and engagement models for establishing and maintaining relationships with intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Relate business rules include: engagement models, customer selection and classification processes and approval criteria and processes. [ER.01 : Manage Relate Business Rules of Customer Chain]


- Activity: ER.02 : Manage Relate Performance The process of measuring actual performance against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [ER.02 : Manage Relate Performance of Customer Chain]

- Activity: ER.03 : Manage Relate Information The process of collecting, sorting, defining hierarchy and managing information in support of Relate planning and execution processes. The information managed includes: customer, customer organization, customer classification, market (segment), customer requirements, status, and history. [ER.03 : Manage Relate Information of Customer Chain]

- Activity: ER.04 : Manage Customer Portfolio The collection of processes of defining, maintaining and enforcing intermediary, customer group and customer profiles. This includes setting, maintaining and distributing customer profiles, group profiles and classification guidelines. The Business Development domain inputs market segmentation information to these processes. This includes setting and applying rules for retaining and archiving customer information and customer history. [ER.04 : Manage Customer Portfolio of Customer Chain]

- Activity: ER.05 : Manage Relate Capital Assets The process of acquiring, maintaining and dispositioning an organization's capital assets related to relationship management. This includes automation tools to capture, store and deliver customer information (e.g. CRM systems) and facilities like customer centers. [ER.05 : Manage Relate Capital Assets of Customer Chain]

- Activity: ER.06 : Manage Relate Knowledge Transfer The process of defining a Relate knowledge transfer strategy and maintaining the information, which characterizes total Relate knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessability of customer information. [ER.06 : Manage Relate Knowledge Transfer]

- Activity: ER.07 : Manage Relate Network The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of suppliers for customer information. This includes approved background information providers on customers (credit bureaus, etc). [ER.07 : Manage Relate Network of Customer Chain]

- Activity: ER.08 : Manage Relate Regulatory Compliance The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [ER.08 : Manage Relate Regulatory Compliance of Customer Chain]

ER.01 : Manage Relate Business Rules (a component of ER : Enable Relate) The process of defining requirements and estabishing, maintaining, and enforcing decision support criteria, in alignment with business strategy, goals, and objectives. The business strategy defines the criteria for Relate business rules that are translated into guidelines, policies and engagement models for establishing and maintaining relationships with intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Relate business rules include: engagement models, customer selection and classification processes and approval criteria and processes. [ER.01 : Manage Relate Business Rules of Customer Chain] It is targeted by goal: - Manage Relate Business Rules Total Cost



ER.02 : Manage Relate Performance (a component of ER : Enable Relate) The process of measuring actual performance against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [ER.02 : Manage Relate Performance of Customer Chain] It is targeted by goal: - Manage Relate Performance Total Cost


ER.03 : Manage Relate Information (a component of ER : Enable Relate) The process of collecting, sorting, defining hierarchy and managing information in support of Relate planning and execution processes. The information managed includes: customer, customer organization, customer classification, market (segment), customer requirements, status, and history. [ER.03 : Manage Relate Information of Customer Chain] It is targeted by goal: - Manage Relate Information Total Cost


ER.04 : Manage Customer Portfolio (a component of ER : Enable Relate) The collection of processes of defining, maintaining and enforcing intermediary, customer group and customer profiles. This includes setting, maintaining and distributing customer profiles, group profiles and classification guidelines. The Business Development domain inputs market segmentation information to these processes. This includes setting and applying rules for retaining and archiving customer information and customer history. [ER.04 : Manage Customer Portfolio of Customer Chain] It is targeted by goal: - Manage Customer Portfolio Total Cost



ER.05 : Manage Relate Capital Assets (a component of ER : Enable Relate) The process of acquiring, maintaining and dispositioning an organization's capital assets related to relationship management. This includes automation tools to capture, store and deliver customer information (e.g. CRM systems) and facilities like customer centers. [ER.05 : Manage Relate Capital Assets of Customer Chain] It is targeted by goal: - Manage Relate Capital Assets Total Cost


ER.06 : Manage Relate Knowledge Transfer (a component of ER : Enable Relate) The process of defining a Relate knowledge transfer strategy and maintaining the information, which characterizes total Relate knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessability of customer information. [ER.06 : Manage Relate Knowledge Transfer] It is targeted by goals: - Avg Training $ per TeleSales Rep

The amount spent on training each year per TeleSales rep - Manage Relate Knowledge Transfer Total Cost


ER.07 : Manage Relate Network (a component of ER : Enable Relate) The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of suppliers for customer information. This includes approved background information providers on customers (credit bureaus, etc). [ER.07 : Manage Relate Network of Customer Chain] It is targeted by goal: - Manage Relate Network Total Cost



ER.08 : Manage Relate Regulatory Compliance (a component of ER : Enable Relate) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [ER.08 : Manage Relate Regulatory Compliance of Customer Chain] It is targeted by goal: - Manage Relate Regulatory Compliance Total Cost


R1 : Relate to Intermediary (a component of R : Relate) The process of converting markets/segments into customers by establishing and maintaining relationships with intermediaries (e.g. channel partners, resellers, retailers, etc). This includes gathering partner information, obtaining understanding of channels and partners needs and identifying product and/or service offerings for the channel partner. [R1 : Relate to Intermediary of Customer Chain] It is targeted by goals: - Channel Headcount

# of sales representatives in a particular channel (e.g. tele channel) - CLI - Customer Loyalty Index (TCE)

% of customers giving highest ratings on Satisfaction AND Repurchase AND Recommend - Competitive Contract Win-back Rate

The success rate of winning back a Named Account that had been lost to a competitor. (# of named accounts established / # of named accounts pursued) * 100

- Cost to acquire customer in segment - CRI - Customer at Risk Index (TCE)

% of customers giving lowest ratings on Satisfaction OR Repurchase OR Recommend - Customer initiated sales


- Customer retention rate in segment - Identify Intermediary Cycle Time

Process cycle time - Lead-to-Account conversion ratio

% of leads converted into customer Accounts (customer profile, assigned account manager/team, product/service offering identified) (# of leads / # of new accounts) * 100


- Perfect Customer Profiles % of Customer Profiles which contain all of the components as defined in ER.04 (# of Perfect Customer Pofiles / Total Customer profiles) * 100


- Relate Cycle Time Total Time from receipt of lead (from Relate plans or direct from potential customer) to profile defined and account manager/team assigned. Sum of Relate process elements Cycle Times

- Relate Reaction Cycle Time Time to execute revised Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Relate Total Cost Total cost to establish customer relationship (profile defined, account manager/team assigned). Sum of Relate process elements costs

- Unprofitable Customers % of customers that do not provide enough revenue to cover the cost to manage their account (# of customers that do not provide enough revenue / # of customers) * 100

It includes six components: - Activity: R1.01 : Identify Intermediaries

The activities of receiving and logging a request to establish intermediary profiles. This process can be driven by Relate plans or external companies requesting a intermediary business relationship. Prospect intermediaries are identified and initially reviewed based on decision support criteria maintained in ER.01 : Manage Relate Business Rules. [R1.01 : Identify Intermediaries of Customer Chain]

- Activity: R1.02 : Assign Account Manager For each of the prospect intermediaries an account manager will be assigned. This includes scheduling the account management resources. [R1.02 : Assign Account Manager of Customer Chain]

- Activity: R1.03 : Define Engagement Model The activities of defining the engagement model for the interaction with the prospect intermediary. Each intermediary may require a unique engagement model or multiple intermediaries may share a 'standard' engagement model. The engagement models are collected in ER : Enable Relate for potential reuse. [R1.03 : Define Engagement Model of Customer Chain]

- Activity: R1.04 : Obtain Customer Needs The activities of collecting, aggregating, and reviewing customer requirements. Information gathered may include: business processes and practices, product lines, credit line, etc. [R1.04 : Obtain Customer Needs of Customer Chain]

- Activity: R1.05 : Establish Customer Profile The activities of collecting customer information and establishing or maintaining a customer profile. Information gathered may include: company size, organization structure, financial performance, business processes and practices, credit line, history, etc. The definition of the content of a customer profile is maintained in ER : Enable Relate processes. [R1.05 : Establish Customer Profile of Customer Chain]

- Activity: R1.06 : Release to Sell The activities associated with handing the intermediary profile over to the Sell process. This may include a review of the prospect intermediary, resulting in the decision not to pursue a relationship with the prospect and closing and archiving the customer profile. [R1.06 : Release to Sell of Customer Chain]


R1.01 : Identify Intermediaries (a component of R1 : Relate to Intermediary) The activities of receiving and logging a request to establish intermediary profiles. This process can be driven by Relate plans or external companies requesting a intermediary business relationship. Prospect intermediaries are identified and initially reviewed based on decision support criteria maintained in ER.01 : Manage Relate Business Rules. [R1.01 : Identify Intermediaries of Customer Chain] It is targeted by goals: - Avg # of calls /Order

# of calls received / # of orders - Identify Intermediary Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Lead rate

# of new leads each period (i.e. day, week, month. etc.). These come from either Business development or direct from customers.

- Number of Customer initiated intermediary requests Number of customer initiated reuests to become an intermediary

R1.02 : Assign Account Manager (a component of R1 : Relate to Intermediary) For each of the prospect intermediaries an account manager will be assigned. This includes scheduling the account management resources. [R1.02 : Assign Account Manager of Customer Chain] It is targeted by goals: - Assign Account Manager Cycle Time

Process cycle time - Assign Account Manager Total Cost


R1.03 : Define Engagement Model (a component of R1 : Relate to Intermediary) The activities of defining the engagement model for the interaction with the prospect intermediary. Each intermediary may require a unique engagement model or multiple intermediaries may share a 'standard' engagement model. The engagement models are collected in ER : Enable Relate for potential reuse. [R1.03 : Define Engagement Model of Customer Chain]


It is targeted by goal: - Define Engagement Model Cycle Time

Process cycle time

R1.04 : Obtain Customer Needs (a component of R1 : Relate to Intermediary) The activities of collecting, aggregating, and reviewing customer requirements. Information gathered may include: business processes and practices, product lines, credit line, etc. [R1.04 : Obtain Customer Needs of Customer Chain] It is targeted by goals: - Establish Sell Plan Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Obtain Customer Needs Cycle Time

Process cycle time - Obtain Customer Needs Total Cost


R1.05 : Establish Customer Profile (a component of R1 : Relate to Intermediary) The activities of collecting customer information and establishing or maintaining a customer profile. Information gathered may include: company size, organization structure, financial performance, business processes and practices, credit line, history, etc. The definition of the content of a customer profile is maintained in ER : Enable Relate processes. [R1.05 : Establish Customer Profile of Customer Chain] It is targeted by goals: - Establish Customer Profile Cycle Time

Process cycle time - Establish Customer Profile Total Cost


R1.06 : Release to Sell (a component of R1 : Relate to Intermediary) The activities associated with handing the intermediary profile over to the Sell process. This may include a review of the prospect intermediary, resulting in the decision not to pursue a relationship with the prospect and closing and archiving the customer profile. [R1.06 : Release to Sell of Customer Chain]


It is targeted by goals: - New Account rate

# of new customer relationships established with assigned manager/teams and completed customer profiles each period (i.e. day, week, month. etc.)

- Release to Sell Cycle Time Process cycle time

- Release to Sell Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

R2 : Relate to Grouped Account (a component of R : Relate) The process of establishing and maintaining relationships directly with grouped account customers. This includes selecting the engagement model and the account group and establishing the customer profile. [R2 : Relate to Grouped Account of Customer Chain] *) 1:n = Account representative for multiple accounts (n>1) It is targeted by goals: - Channel Headcount





% of customers giving lowest ratings on Satisfaction OR Repurchase OR Recommend - Customer retention rate in segment - Lead-to-Account conversion ratio





- Relate Reaction Cycle Time Time to execute revised Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly


Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized







It includes four components: - Activity: R2.01 : Select Engagement Model

The activities of selecting the model for the customer relationship. The selection may involve an understanding of the customer and/or the customer's needs. Engagement models for grouped accounts are standard shared models that are established in the ‘Manage Relate Business Rules’ enable process. [R2.01 : Select Engagement Model of Customer Chain]

- Activity: R2.02 : Establish/Update Customer Profile The activities of collecting customer information to establish or maintain a customer profile. The content definition that drives what is collected for a customer profile is maintained by the enable process, 'Manage Customer Portfolio' (can differ for each customer segment or selling motion). The processes for maintaining the customer's profile data are defined by the enable process 'Manage Relate Information'. [R2.02 : Establish/Update Customer Profile of Customer Chain]

- Activity: R2.03 : Select Account Group The activities of selecting an account group for the customer. Selection may be based on information provided by the customer (captured in the customer profile) or based on information generated by the contact tool the customer uses. The rules that are used to select the account group are established by the enable process, 'Manage Relate Business Rules'. [R2.03 : Select Account Group of Customer Chain]

- Activity: R2.04 : Release to Sell The activities of transitioning the customer over to the Sell or Quote process. This activity may include the creation of one or more sales opportunities or the distribution of customer information in support of other processes. It may involve a qualification process to determine if the customer should continue onto the sell process or establishing an account for the customer. [R2.04 : Release to Sell of Customer Chain]


R2.01 : Select Engagement Model (a component of R2 : Relate to Grouped Account) The activities of selecting the model for the customer relationship. The selection may involve an understanding of the customer and/or the customer's needs. Engagement models for grouped accounts are standard shared models that are established in the ‘Manage Relate Business Rules’ enable process. [R2.01 : Select Engagement Model of Customer Chain] It is targeted by goals: - Abandon Rate (Sales)

Telesales: (Total Calls - calls answered)/total number of calls. Tracked monthly. Website: Drops/number of hits. Tracked monthly.

- Avg # of calls /Order # of calls received / # of orders

- Lead rate # of new leads each period (i.e. day, week, month. etc.). These come from either Business development or direct from customers.

- Number of Customer initiated sales inquiries Number of customer initiated contacts for products or services. Telesales: Number of inbound phone calls in a time period. Website: Number of hits to the web site.

- Number of promotion generated sales inquiries The number of responses per the promotion. Promotion based calls/Number of calls

- Select Engagement Model Cycle Time Process cycle time

- Select Engagement Model Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

R2.02 : Establish/Update Customer Profile (a component of R2 : Relate to Grouped Account) The activities of collecting customer information to establish or maintain a customer profile. The content definition that drives what is collected for a customer profile is maintained by the enable process, 'Manage Customer Portfolio' (can differ for each customer segment or selling motion). The processes for maintaining the customer's profile data are defined by the enable process 'Manage Relate Information'. [R2.02 : Establish/Update Customer Profile of Customer Chain] It is targeted by goals: - Establish Customer Profile Cycle Time




R2.03 : Select Account Group (a component of R2 : Relate to Grouped Account) The activities of selecting an account group for the customer. Selection may be based on information provided by the customer (captured in the customer profile) or based on information generated by the contact tool the customer uses. The rules that are used to select the account group are established by the enable process, 'Manage Relate Business Rules'. [R2.03 : Select Account Group of Customer Chain] It is targeted by goals: - Select Account Group Cycle Time

Process cycle time - Select Account Group Total Cost

Total cost to establish customer relationship (profile defined, account manager/team assigned). Sum of Relate process elements costs

R2.04 : Release to Sell (a component of R2 : Relate to Grouped Account) The activities of transitioning the customer over to the Sell or Quote process. This activity may include the creation of one or more sales opportunities or the distribution of customer information in support of other processes. It may involve a qualification process to determine if the customer should continue onto the sell process or establishing an account for the customer. [R2.04 : Release to Sell of Customer Chain] It is targeted by goal: - New Account rate


R3 : Relate to Named Account (a component of R : Relate) The process of establishing and maintaining relationships directly with named account customers. This includes assigning the account team, defining the engagement model, obtaining customer needs and establishing the customer profile. [R3 : Relate to Named Account of Customer Chain] *) n:1 = Account team per account (n>1) It is targeted by goals: - Channel Headcount






% of customers giving lowest ratings on Satisfaction OR Repurchase OR Recommend - Customer initiated sales


- Customer retention rate in segment - Lead-to-Account conversion ratio





- Relate Reaction Cycle Time Time to execute revised Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized



It includes seven components: - Activity: R3.01 : Qualify Customer

The activities of receiving and approving a request to create a named account for a customer. The request can be lead-generated or a request from a customer directly. The prospect account is reviewed then approved or denied based on criteria defined by the enable process, 'Manage Relate Business Rules'. [R3.01 : Qualify Customer of Customer Chain]

- Activity: R3.02 : Assign Account Team The activities of assigning an account manager or account team to the account. The business rules for assignment are defined by the enable process, 'Manage Relate Business Rules'. The scheduling of the account management resources, an input into the assignment process, is managed by the enable process, 'Manage Relate Network'. [R3.02 : Assign Account Team of Customer Chain]

- Activity: R3.03 : Define Engagement Model


The activities of defining the model for selling to the customer based on the customer and their needs. It may include defining the activities, roles and task ownership. Each customer may require a unique engagement model and may utilize a standard engagement model as a starting point. Standard engagement models and guidelines for named accounts are managed in the 'Manage Relate Business Rules' enable process. [R3.03 : Define Engagement Model of Customer Chain]

- Activity: R3.04 : Obtain Customer Needs The activities of collecting and reviewing customer needs and identifying the customer's problems. The information gathered may include general product and service needs, overall financing needs, timelines and problems or gaps of current solutions. [R3.04 : Obtain Customer Needs of Customer Chain]

- Activity: R3.05 : Establish/Update Customer Profile The activities of collecting customer information to establish or maintain a customer profile. The content definition that drives what is collected for a customer profile is maintained by the enable process, 'Manage Customer Profile' (can differ for each customer segment or selling motion). The processes for maintaining the customer's profile data are defined by the enable process 'Manage Relate Information'. [R1.05 : Establish/Update Customer Profile of Customer Chain]

- Activity: R3.07 : Release to Sell The activities of transitioning the customer over to the Sell or Quote process. This activity may include the creation of one or more sales opportunities or the distribution of customer information in support of other processes. It may involve a qualification process to determine if the customer should continue onto the sell process or establishing an account for the customer. [R3.07 : Release to Sell of Customer Chain]

- Activity: R3.08 : Identify Prospective Customer The activities involved in compiling and assessing customer leads or the creation of new leads by sales representatives or others resulting in the identification of a specific prospective customers. [R3.08 : Identify Prospective Customer]

R3.01 : Qualify Customer (a component of R3 : Relate to Named Account) The activities of receiving and approving a request to create a named account for a customer. The request can be lead-generated or a request from a customer directly. The prospect account is reviewed then approved or denied based on criteria defined by the enable process, 'Manage Relate Business Rules'. [R3.01 : Qualify Customer of Customer Chain] It is targeted by goals: - Avg # of calls /Order

# of calls received / # of orders - Lead rate

# of new leads each period (i.e. day, week, month. etc.). These come from either Business development or direct from customers.

- Number of Customer initiated Named Account requests


Number of customer initiated reuests to become a Named Account - Receive, Validate & Approve Cycle Time

Process cycle time - Receive, Validate & Approve Total Cost


R3.02 : Assign Account Team (a component of R3 : Relate to Named Account) The activities of assigning an account manager or account team to the account. The business rules for assignment are defined by the enable process, 'Manage Relate Business Rules'. The scheduling of the account management resources, an input into the assignment process, is managed by the enable process, 'Manage Relate Network'. [R3.02 : Assign Account Team of Customer Chain] It is targeted by goals: - Assign Account Team Cycle Time

Process cycle time - Assign Account Team Total Cost


R3.03 : Define Engagement Model (a component of R3 : Relate to Named Account) The activities of defining the model for selling to the customer based on the customer and their needs. It may include defining the activities, roles and task ownership. Each customer may require a unique engagement model and may utilize a standard engagement model as a starting point. Standard engagement models and guidelines for named accounts are managed in the 'Manage Relate Business Rules' enable process. [R3.03 : Define Engagement Model of Customer Chain] It is targeted by goal: - Define Engagement Model Cycle Time

Process cycle time

R3.04 : Obtain Customer Needs (a component of R3 : Relate to Named Account)


The activities of collecting and reviewing customer needs and identifying the customer's problems. The information gathered may include general product and service needs, overall financing needs, timelines and problems or gaps of current solutions. [R3.04 : Obtain Customer Needs of Customer Chain] It is targeted by goals: - Obtain Customer Needs Cycle Time



R3.05 : Establish/Update Customer Profile (a component of R3 : Relate to Named Account) The activities of collecting customer information to establish or maintain a customer profile. The content definition that drives what is collected for a customer profile is maintained by the enable process, 'Manage Customer Profile' (can differ for each customer segment or selling motion). The processes for maintaining the customer's profile data are defined by the enable process 'Manage Relate Information'. [R1.05 : Establish/Update Customer Profile of Customer Chain] It is targeted by goals: - Establish Customer Profile Cycle Time



R3.07 : Release to Sell (a component of R3 : Relate to Named Account) The activities of transitioning the customer over to the Sell or Quote process. This activity may include the creation of one or more sales opportunities or the distribution of customer information in support of other processes. It may involve a qualification process to determine if the customer should continue onto the sell process or establishing an account for the customer. [R3.07 : Release to Sell of Customer Chain] It is targeted by goals: - New Account rate


- Release to Sell Cycle Time Process cycle time

- Release to Sell Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


R3.08 : Identify Prospective Customer (a component of R3 : Relate to Named Account) The activities involved in compiling and assessing customer leads or the creation of new leads by sales representatives or others resulting in the identification of a specific prospective customers. [R3.08 : Identify Prospective Customer]

S : Sell (a component of Customer Chain) The process of establishing an understanding of the customer’s needs and presenting and/or developing a solution to meet those needs. This includes refining the customer’s profile (intermediary/named accounts), developing and presenting the business model (intermediary), listing the proposed solutions (grouped accounts), developing a detailed solution (named accounts) and educating the customer on the product (grouped accounts). [S : Sell of Customer Chain] It includes four components: - Activity: ES : Enable Sell

Enable Sell is the collection of processes to prepare, maintain, and manage information or relationships upon which Sell execution processes rely [ES : Enable Sell of Customer Chain]

- Activity: S1 : Sell to Intermediary The process of establishing and maintaining the 'catalog' of offering product and services to the customer. This includes creating customer's understanding of his need for a specific product or service. Providing product/services specifications, performance information, white papers, etc. [S1 : Sell to Intermediary of Customer Chain]

- Activity: S2 : Sell to Grouped Account The process of establishing and refining the grouped account customer’s needs and presenting and/or developing a solution to meet those needs. This includes selecting the engagement model, refining the customer’s needs, listing proposed solutions and educating the customer on the solution. [S2 : Sell to Grouped Account of Customer Chain]

- Activity: S3 : Sell to Named Account The process of establishing and refining the named account customer’s needs and presenting and/or developing a solution to meet those needs. This includes refining the customer’s needs, developing high level and detailed solutions and obtaining solution expertise. [S3 : Sell to Named Account of Customer Chain]


ES : Enable Sell (a component of S : Sell) Enable Sell is the collection of processes to prepare, maintain, and manage information or relationships upon which Sell execution processes rely [ES : Enable Sell of Customer Chain] It is targeted by goals: - Enable Sell Reaction Cycle Time

Time to execute revised Enable Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized

- Enable Sell Total Cost Total cost to prepare, maintain, and manage information or releationships upon which Sell execution processes rely. Sum of ES.* process elements costs

It includes nine components: - Activity: ES.01 : Manage Sell Business Rules

The process of defining, maintaining, and enforcing rules which affect the selling of products and services. The Sell business rules provide criteria that are translated into guidelines, policies and engagement models for selling products and services to intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Sell business rules include: engagement models and product offering guidelines [ES.01 : Manage Sell Business Rules of Customer Chain]

- Activity: ES.02 : Manage Sell Performance The process of defining the requirement and monitoring the performance of selling products and services against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [ES.02 : Manage Sell Performance of Customer Chain]

- Activity: ES.03 : Manage Sell Information The process of collecting, maintaining, and communicating information to support sales planning and execution processes. The information to be managed includes: status, ordering and credit history, product/services information, etc. [ES.03 : Manage Sell Information of Customer Chain]

- Activity: ES.04 : Manage Solution Portfolio The process of defining, maintaining and enforcing product (offering) information. This includes setting, maintaining and distributing information on product and services specifications, interoperability, market positioning . The Business Development domain inputs product information (e.g. product pricing and specifications) and marketing collateral into these processes. [ES.04 : Manage Solutiont Portfolio of Customer Chain]

- Activity: ES.05 : Manage Sell Capital Assets The acquisition, maintenance, and disposition of sales capital assets. This includes call centers, call center automation tools, sales force automation tools, etc. [ES.05 : Manage Sell Capital Assets of Customer Chain]

- Activity: ES.06 : Manage Sell Knowledge Transfer The process of defining a Sell knowledge transfer strategy and maintaining the information, which characterizes total Sell knowledge management requirements. This includes creation and


maintenance of training materials, delivery of training, and availability and accessability of product information. [ES.06 : Manage Sell Knowledge Transfer of Customer Chain]

- Activity: ES.07 : Manage Sell Network The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of suppliers for product/services information. [ES.07 : Manage Sell Network of Customer Chain]

- Activity: ES.08 : Manage Sell Regulatory Compliance The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [ES.08 : Manage Sell Regulatory Compliance of Customer Chain]

- Activity: ES.09 : Manage Sales Force Compensation The process of defining, establishing, maintaining, monitoring, and enforcing a sales force compensation strategy. This includes identifying and sourcing relevant data, calculation of compensation, and authorizing payment. [ES.09 : Manage Sales Force Compensation of Customer Chain]

ES.01 : Manage Sell Business Rules (a component of ES : Enable Sell) The process of defining, maintaining, and enforcing rules which affect the selling of products and services. The Sell business rules provide criteria that are translated into guidelines, policies and engagement models for selling products and services to intermediaries (partners), groups of similar customers (grouped accounts) and named accounts. Sell business rules include: engagement models and product offering guidelines [ES.01 : Manage Sell Business Rules of Customer Chain] It is targeted by goal: - Manage Sell Business Rules Total Cost


ES.02 : Manage Sell Performance (a component of ES : Enable Sell) The process of defining the requirement and monitoring the performance of selling products and services against internal and/or external standards and goals of customer retention, customer satisfaction and financial performance. [ES.02 : Manage Sell Performance of Customer Chain] It is targeted by goal: - Manage Sell Performance Total Cost



ES.03 : Manage Sell Information (a component of ES : Enable Sell) The process of collecting, maintaining, and communicating information to support sales planning and execution processes. The information to be managed includes: status, ordering and credit history, product/services information, etc. [ES.03 : Manage Sell Information of Customer Chain] It is targeted by goal: - Manage Sell Information Total Cost


ES.04 : Manage Solution Portfolio (a component of ES : Enable Sell) The process of defining, maintaining and enforcing product (offering) information. This includes setting, maintaining and distributing information on product and services specifications, interoperability, market positioning . The Business Development domain inputs product information (e.g. product pricing and specifications) and marketing collateral into these processes. [ES.04 : Manage Solutiont Portfolio of Customer Chain] It is targeted by goal: - Manage Product Portfolio Total Cost


ES.05 : Manage Sell Capital Assets (a component of ES : Enable Sell) The acquisition, maintenance, and disposition of sales capital assets. This includes call centers, call center automation tools, sales force automation tools, etc. [ES.05 : Manage Sell Capital Assets of Customer Chain] It is targeted by goal: - Manage Sell Capital Assets Total Cost



ES.06 : Manage Sell Knowledge Transfer (a component of ES : Enable Sell) The process of defining a Sell knowledge transfer strategy and maintaining the information, which characterizes total Sell knowledge management requirements. This includes creation and maintenance of training materials, delivery of training, and availability and accessability of product information. [ES.06 : Manage Sell Knowledge Transfer of Customer Chain] It is targeted by goals: - Avg Training $ per TeleSales Rep

The amount spent on training each year per TeleSales rep - Manage Sell Knowledge Transfer Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Online Telesales Training

% of telesales training offered online

ES.07 : Manage Sell Network (a component of ES : Enable Sell) The process of defining, establishing, and maintaining the business model for a specific combination of product line, customer (group), market and geographic location. And the process of defining and maintaining a network of suppliers for product/services information. [ES.07 : Manage Sell Network of Customer Chain] It is targeted by goal: - Manage Sell Network Total Cost


ES.08 : Manage Sell Regulatory Compliance (a component of ES : Enable Sell) The process of identifying and complying with regulatory documentation and process standards set by external entities (e.g. government). [ES.08 : Manage Sell Regulatory Compliance of Customer Chain] It is targeted by goal: - Manage Sell Regulatory Compliance Total Cost


ES.09 : Manage Sales Force Compensation (a component of ES : Enable Sell)


The process of defining, establishing, maintaining, monitoring, and enforcing a sales force compensation strategy. This includes identifying and sourcing relevant data, calculation of compensation, and authorizing payment. [ES.09 : Manage Sales Force Compensation of Customer Chain] It is targeted by goal: - Manage Sales Force Compensation Total Cost


S1 : Sell to Intermediary (a component of S : Sell) The process of establishing and maintaining the 'catalog' of offering product and services to the customer. This includes creating customer's understanding of his need for a specific product or service. Providing product/services specifications, performance information, white papers, etc. [S1 : Sell to Intermediary of Customer Chain] It is targeted by goals: - Account-to-Proposed Solution rate

% of new accounts to which solutions have been proposed (# of new accounts / # of proposed solutions) * 100

- Channel Headcount # of sales representatives in a particular channel (e.g. tele channel)

- Perfect Business Model % of Business Models which contain all required components


- Sell Cycle Time Total time from customer profile and account assigned to proposed solution is ready for quote. Sum of Sell process elements Cycle Times

- Sell Reaction Cycle Time Time to execute revised Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defec

- Sell Total Cost Total cost to convert customer account into proposed solution ready for quote. Sum of Sell process elements costs

It includes six components: - Activity: S1.01 : Define Engagement Model

The activities of defining and documenting the sales engagement model. [S1.01 : Define Engagement Model of Customer Chain]

- Activity: S1.02 : Refine Customer Profile The activities of obtaining the customer profile, engaging with the customer to obtain business model requirements, and adding the requirements to the customer profile.


[S1.02 : Refine Customer Profile of Customer Chain] - Activity: S1.03 : Develop Business Model

The activities of architecting the proposed business model. This includes the definition of the type of business (product and/or services, authorized reseller, authorized repair, etc.), documentation of transaction methods and content, operational and financial processes, etc. And obtaining internal approvals. [S1.03 : Develop Business Model of Customer Chain]

- Activity: S1.04 : Present Business Model The activities of presenting the business model to the intermediary. This may include explanation of deviations from the requirements (where appropriate). [S1.04 : Present Business Model of Customer Chain]

- Activity: S1.05 : Obtain Feedback & Refine The activities of collecting and reviewing the intermediaries response to the business model and refining the proposal based on this feedback. [S1.05 : Obtain Feedback and Refine of Customer Chain]

- Activity: S1.06 : Release to Contract The activities associated with releasing the intermediary to the quotation process. This may include a review of the prospect intermediary and signing a contract or resulting in the decision not to pursue a relationship with the prospect and closing and archiving the customer profile. [S1.06 : Release to Contract of Customer Chain]

S1.01 : Define Engagement Model (a component of S1 : Sell to Intermediary) The activities of defining and documenting the sales engagement model. [S1.01 : Define Engagement Model of Customer Chain] It is targeted by goal: - Define Engagement Model Total Cost


S1.02 : Refine Customer Profile (a component of S1 : Sell to Intermediary) The activities of obtaining the customer profile, engaging with the customer to obtain business model requirements, and adding the requirements to the customer profile. [S1.02 : Refine Customer Profile of Customer Chain] It is targeted by goals: - Refine Customer Profile Cycle Time

Process cycle time - Refine Customer Profile Total Cost



S1.03 : Develop Business Model (a component of S1 : Sell to Intermediary) The activities of architecting the proposed business model. This includes the definition of the type of business (product and/or services, authorized reseller, authorized repair, etc.), documentation of transaction methods and content, operational and financial processes, etc. And obtaining internal approvals. [S1.03 : Develop Business Model of Customer Chain] It is targeted by goals: - Develop Business Model Cycle Time

Process cycle time - Develop Business Model Total Cost


S1.04 : Present Business Model (a component of S1 : Sell to Intermediary) The activities of presenting the business model to the intermediary. This may include explanation of deviations from the requirements (where appropriate). [S1.04 : Present Business Model of Customer Chain] It is targeted by goals: - Present Business Model Cycle Time

Process cycle time - Present Business Model Total Cost

Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). - Services Attach Rate

The rate at which additional services (e.g. extended warranties) are sold along with the orders. (# of orders placed with attached services / total orders placed) * 100

- Upsells Number of upsells. Tracked monthly.

S1.05 : Obtain Feedback & Refine (a component of S1 : Sell to Intermediary) The activities of collecting and reviewing the intermediaries response to the business model and refining the proposal based on this feedback. [S1.05 : Obtain Feedback and Refine of Customer Chain]


It is targeted by goals:

- Obtain Feedback & Refine Cycle Time Process cycle time

- Obtain Feedback & Refine Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

S1.06 : Release to Contract (a component of S1 : Sell to Intermediary) The activities associated with releasing the intermediary to the quotation process. This may include a review of the prospect intermediary and signing a contract or resulting in the decision not to pursue a relationship with the prospect and closing and archiving the customer profile. [S1.06 : Release to Contract of Customer Chain] It is targeted by goals: - Proposed Solutions per Account

# of proposed solutions for time period / # of accounts - Proposed Solutions rate

# of solutions proposed each period (i.e. day, week, month. etc.) - Release to Contract Cycle Time

Process cycle time - Release to Contract Total Cost


S2 : Sell to Grouped Account (a component of S : Sell) The process of establishing and refining the grouped account customer’s needs and presenting and/or developing a solution to meet those needs. This includes selecting the engagement model, refining the customer’s needs, listing proposed solutions and educating the customer on the solution. [S2 : Sell to Grouped Account of Customer Chain] It is targeted by goals: - Account-to-Proposed Solution rate





- Perfect Solution Proposals % of Solution Proposals which contain all of the components as defined in ES.01 & ES.04. (# of Perfect Solution Proposals / Total Solution Proposals) * 100


- Sell Reaction Cycle Time Time to execute revised Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defec






It includes five components: - Activity: S2.01 : Select Engagement Model

The activities of selecting the model for selling to the grouped account customer. The model may define the activities, roles and task ownership of the selling process. Engagement models for selling to grouped accounts are standard shared models that are established in the 'Manage Relate Business Rules' enable process. [S2.01 : Select Engagement Model of Customer Chain]

- Activity: S2.02 : Obtain Customer Needs The activities of gaining an understanding of the grouped account customer's needs. This understanding could be obtained by engaging with the customer (asking questions, prompting customer to supply profile/preferences on the web), observing historical behavior (purchasing history, browsing history) or through using available market data (customer demogaphic data, company data) to determine needs. [S2.02 : Obtain Customer Needs of Customer Chain]

- Activity: S2.03 : Determine Proposed Solutions The activities of analyzing the grouped account customer's needs and determing what solutions would meet those needs. Possible solutions are maintained by the enable process 'Manage Product Portfolio'. [S2.03 : Determine Proposed Solutions of Customer Chain]

- Activity: S2.04 : Present Solution to Customer The activities of presenting the proposed solutions to the grouped account customer and educating them on the product or service. Information provided may include product specifications. It could include on-site workshops explaining product features and how they meet the customer needs and in some cases a test version may be supplied to the customer. This information exchange is facilitated by the enable process 'Manage Sell Knowledge Transfer'.


[S2.04 : Present Solution to Customer of Customer Chain] - Activity: S2.05 : Release to Contract

The activities of transitioning the grouped account customer over the the Contract process. This activitiy may include the updating of sales opportunities and the distribution of customer information in support of other processes. [S2.05 : Release to Contract of Customer Chain]

S2.01 : Select Engagement Model (a component of S2 : Sell to Grouped Account) The activities of selecting the model for selling to the grouped account customer. The model may define the activities, roles and task ownership of the selling process. Engagement models for selling to grouped accounts are standard shared models that are established in the 'Manage Relate Business Rules' enable process. [S2.01 : Select Engagement Model of Customer Chain] It is targeted by goals: - Number of Customer initiated sales inquiries

Number of customer initiated contacts for products or services. Telesales: Number of inbound phone calls in a time period. Website: Number of hits to the web site.

- Select Engagement Model Cycle Time Process cycle time

- Select Engagement Model Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

S2.02 : Obtain Customer Needs (a component of S2 : Sell to Grouped Account) The activities of gaining an understanding of the grouped account customer's needs. This understanding could be obtained by engaging with the customer (asking questions, prompting customer to supply profile/preferences on the web), observing historical behavior (purchasing history, browsing history) or through using available market data (customer demogaphic data, company data) to determine needs. [S2.02 : Obtain Customer Needs of Customer Chain] It is targeted by goals: - Obtain Customer Needs Cycle Time



The ideal average call duration needed to close a sale. It may differ by market segment.


S2.03 : Determine Proposed Solutions (a component of S2 : Sell to Grouped Account) The activities of analyzing the grouped account customer's needs and determing what solutions would meet those needs. Possible solutions are maintained by the enable process 'Manage Product Portfolio'. [S2.03 : Determine Proposed Solutions of Customer Chain] It is targeted by goals: - Cross Sells

Number of cross sells Tracked monthly. - Detailed Solution Customer Alignment

% of Customer needs addressed by Detailed Solution (# of customer needs addressed / # of customer needs) * 100

- List Proposed Solutions Cycle Time Process cycle time

- List Proposed Solutions Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- Services Attach Rate The rate at which additional services (e.g. extended warranties) are sold along with the orders. (# of orders placed with attached services / total orders placed) * 100


- Target Cross-Sell Time The ideal average time spent with a customer educating them on products other than their primary product


S2.04 : Present Solution to Customer (a component of S2 : Sell to Grouped Account) The activities of presenting the proposed solutions to the grouped account customer and educating them on the product or service. Information provided may include product specifications. It could include on-site workshops explaining product features and how they meet the customer needs and in some cases a test version may be supplied to the customer. This information exchange is facilitated by the enable process 'Manage Sell Knowledge Transfer'. [S2.04 : Present Solution to Customer of Customer Chain] It is targeted by goals: - Educate Customer on Product Cycle Time

Process cycle time - Educate Customer on Product Total Cost


The ideal average call duration needed to close a sale. It may differ by market segment. - Target Cross-Sell Time


The ideal average time spent with a customer educating them on products other than their primary product

S2.05 : Release to Contract (a component of S2 : Sell to Grouped Account) The activities of transitioning the grouped account customer over the the Contract process. This activitiy may include the updating of sales opportunities and the distribution of customer information in support of other processes. [S2.05 : Release to Contract of Customer Chain] It is targeted by goals: - Orders type volume (#)

Percentage of type of orders (volume). Tracked monthly. - Orders type volume ($)

Percentage of type of orders (dollars). Tracked monthly. - Proposed Solutions per Account





S3 : Sell to Named Account (a component of S : Sell) The process of establishing and refining the named account customer’s needs and presenting and/or developing a solution to meet those needs. This includes refining the customer’s needs, developing high level and detailed solutions and obtaining solution expertise. [S3 : Sell to Named Account of Customer Chain] It is targeted by goals: - Account-to-Proposed Solution rate




- Perfect Solution Proposals % of Solution Proposals which contain all of the components as defined in ES.01 & ES.04. (# of Perfect Solution Proposals / Total Solution Proposals) * 100


- Sell Reaction Cycle Time Time to execute revised Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business


Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defec


It includes six components: - Activity: S3.01 : Define Engagement model

The activities of defining and documenting the sales process for the named account customer. This could include defining the activities and who should be involved in the selling motion and whether additional expertise is needed in cases where a customer's needs dictate a complex or large solution. Guidelines defining a named account customer engagement model are managed by the enable process 'Manage Sell Business Rules'. [S3.01 : Define Engagement Model of Customer Chain]

- Activity: S3.02 : Refine Customer Needs (detailed) The activities of obtaining the named account customer profile, engaging with the customer to obtain detailed requirements and documenting the detailed requirements. Detailed needs could include localized requirements, factory and logistics requirements or detailed product or service needs. Multiple roles with differing expertise could perform this process for the same named account customer during the Sell process. The processes for maintaining the customer's profile data are defined by the enable process 'Manage Sell Information'. [S3.02 : Refine Customer Needs of Customer Chain]

- Activity: S3.04 : Develop High Level Solution The activities of architecting a proposed high level solution for a named account customer. A product test may be included in developing a solution. Product and Services information used to develop the solution is maintained by the enable process 'Manage Product Portfolio'. [S3.04 : Develop High Level Solution of Customer Chain]

- Activity: S3.05 : Obtain Product/Solution Expertise The activities of obtaining detailed product/solution experts to consult on the development of a solution for a named account customer. It includes identifying and scheduling the experts to participate in the solution development process. Solution expertise resources are managed or maintained by the enable process 'Manage Sell Network'. [S3.05 : Obtain Product/Solution Expertise of Customer Chain]

- Activity: S3.06 : Develop Detailed solution The activites of architecting a detailed solution for a named account customer. It may include leveraging solution expertise to match a solution to a customer's needs or business processes and practices between the customer and different organizations to ensure the customer's needs are facilitated (service level agreements). It may include the techincal feasibility of a solution or the availability of product. Product and Services information used to develop the solution is maintained by the enable process 'Manage Product Portfolio'. [S3.06 : Develop Detailed Solution of Customer Chain]

- Activity: S3.07 : Release to Contract The activities associated with releasing the named account customer solution to the Contract process. This may include signing or issuing service level agreements with internal/external organizations or the distribution of customer information in support of other processes. [S3.07 : Release to Contract of Customer Chain]


S3.01 : Define Engagement model (a component of S3 : Sell to Named Account) The activities of defining and documenting the sales process for the named account customer. This could include defining the activities and who should be involved in the selling motion and whether additional expertise is needed in cases where a customer's needs dictate a complex or large solution. Guidelines defining a named account customer engagement model are managed by the enable process 'Manage Sell Business Rules'. [S3.01 : Define Engagement Model of Customer Chain] It is targeted by goal: - Define Engagement Model Total Cost


S3.02 : Refine Customer Needs (detailed) (a component of S3 : Sell to Named Account) The activities of obtaining the named account customer profile, engaging with the customer to obtain detailed requirements and documenting the detailed requirements. Detailed needs could include localized requirements, factory and logistics requirements or detailed product or service needs. Multiple roles with differing expertise could perform this process for the same named account customer during the Sell process. The processes for maintaining the customer's profile data are defined by the enable process 'Manage Sell Information'. [S3.02 : Refine Customer Needs of Customer Chain] It is targeted by goals: - Refine Customer Needs Cycle Time

Process cycle time - Refine Customer Needs Total Cost


S3.04 : Develop High Level Solution (a component of S3 : Sell to Named Account) The activities of architecting a proposed high level solution for a named account customer. A product test may be included in developing a solution. Product and Services information used to develop the solution is maintained by the enable process 'Manage Product Portfolio'. [S3.04 : Develop High Level Solution of Customer Chain] It is targeted by goals: - Develop High Level Solution Cycle Time

Process cycle time - Develop High Level Solution Total Cost


S3.05 : Obtain Product/Solution Expertise (a component of S3 : Sell to Named Account) The activities of obtaining detailed product/solution experts to consult on the development of a solution for a named account customer. It includes identifying and scheduling the experts to participate in the


solution development process. Solution expertise resources are managed or maintained by the enable process 'Manage Sell Network'. [S3.05 : Obtain Product/Solution Expertise of Customer Chain] It is targeted by goals: - Obtain Solution Expertise Cycle Time

Process cycle time - Obtain Solution Expertise Total Cost


S3.06 : Develop Detailed solution (a component of S3 : Sell to Named Account) The activites of architecting a detailed solution for a named account customer. It may include leveraging solution expertise to match a solution to a customer's needs or business processes and practices between the customer and different organizations to ensure the customer's needs are facilitated (service level agreements). It may include the techincal feasibility of a solution or the availability of product. Product and Services information used to develop the solution is maintained by the enable process 'Manage Product Portfolio'. [S3.06 : Develop Detailed Solution of Customer Chain] It is targeted by goals: - Cross Sells

Number of cross sells Tracked monthly. - Detailed Solution Customer Alignment

% of Customer needs addressed by Detailed Solution (# of customer needs addressed / # of customer needs) * 100

- Develop Detailed Solution Cycle Time Process cycle time

- Develop Detailed Solution Total Cost Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).

- Services Attach Rate The rate at which additional services (e.g. extended warranties) are sold along with the orders. (# of orders placed with attached services / total orders placed) * 100


S3.07 : Release to Contract (a component of S3 : Sell to Named Account) The activities associated with releasing the named account customer solution to the Contract process. This may include signing or issuing service level agreements with internal/external organizations or the distribution of customer information in support of other processes. [S3.07 : Release to Contract of Customer Chain] It is targeted by goals: - Proposed Solutions per Account






Customer Chain Metrics - Metric: Assist Cycle Time - Metric: Assists per customer - Metric: Average profit per customer (TCE) - Metric: Cost of Assists - Metric: Cost of Selling - Metric: Customer Chain Reaction Cycle Time - Metric: Customer Franchise (TCE) - Metric: Customer Growth Rate (TCE) - Metric: Gross Revenue - Metric: Lead-to-Contract conversion rate (Customer Conversion Rate) - Metric: Lead-to-Contract Cycle Time - Metric: Net Customer Loyalty Index (TCE) - Metric: Perfect Assists - Metric: Perfect Contracts - Metric: Quote Turnaround Time - Metric: Warranty Cost

Assist Cycle Time (a component of Customer Chain) Total Time from receipt of customer inquiry/request to close of request. Total Customer Chain time to resolve customer problem. Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: Assist On-Site Cycle Time - Metric: Assist Remote Cycle Time - Metric: Self-Assist Cycle Time

Assist On-Site Cycle Time (a component of Assist Cycle Time) Total time to provide post sales support for products/services Sum of Assist On-site process elements cycle times Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3 : Assist On-Site It includes five components:


- Metric: Authorize Request Cycle Time - Metric: Dispose Materials Cycle Time - Metric: Obtain Materials Cycle Time - Metric: Repair Product Cycle Time - Metric: Schedule On-site Assist Cycle Time Authorize Request Cycle Time (a component of Assist On-Site Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.02 : Authorize Request Dispose Materials Cycle Time (a component of Assist On-Site Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.06 : Dispose Materials Obtain Materials Cycle Time (a component of Assist On-Site Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.04 : Obtain Materials Repair Product Cycle Time (a component of Assist On-Site Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.05 : Repair Product


Schedule On-site Assist Cycle Time (a component of Assist On-Site Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.03 : Schedule On-site Assist

Assist Remote Cycle Time (a component of Assist Cycle Time) Total time to provide post sales support for products/services Sum of Assist Remote process elements cycle times Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2 : Assist Remote

Self-Assist Cycle Time (a component of Assist Cycle Time) Total time to enable customer to perform post sales support for products/services Sum of Self-Assist process elements cycle times Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist It includes six components: - Metric: Close Request Cycle Time - Metric: Identify Solution Cycle Time - Metric: Propose Solution Cycle Time - Metric: Receive Inquiry/Request Cycle Time - Metric: Release Solution to Customer Cycle Time - Metric: Route Request Cycle Time Close Request Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: A1.06 : Close Request - Activity: A2.07 : Close Request - Activity: A3.07 : Close Request Identify Solution Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.03 : Identify Solution - Activity: A2.03 : Identify Solution Propose Solution Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.04 : Propose Solution - Activity: A2.04 : Propose Solution Receive Inquiry/Request Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request Release Solution to Customer Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer Route Request Cycle Time (a component of Self-Assist Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.02 : Route Request - Activity: A2.02 : Route Request

Assists per customer (a component of Customer Chain) # of assist inquiries for period (i.e. day, week, month. etc.) / # of current customers Can also be tracked by product or service. Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: On-site Assist Resolution rate - Metric: Remote Assist Resolution rate - Metric: Self-Assist Resolution rate

On-site Assist Resolution rate (a component of Assists per customer) % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3 : Assist On-Site It includes two components: - Metric: Customer Questions Answered Online - Metric: Visits per support request Customer Questions Answered Online (a component of On-site Assist Resolution rate)


% of technical and pre-sales questions answered online rather than by telephone Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer Visits per support request (a component of On-site Assist Resolution rate) Average # of on-site vists per support request Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.05 : Repair Product

Remote Assist Resolution rate (a component of Assists per customer) % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2 : Assist Remote It includes two components: - Metric: Abandon Rate (Assist) - Metric: First Point of Contact (FPOC) Resolution Rate Abandon Rate (Assist) (a component of Remote Assist Resolution rate) (Total Calls - calls answered)/total number of calls. Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request First Point of Contact (FPOC) Resolution Rate


(a component of Remote Assist Resolution rate) % of customer Inquiries/Requests resolved by the customer's First Point of Contact (# of requests resolved at first point of contact / # of requests) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2.06 : Release Solution to Customer

Self-Assist Resolution rate (a component of Assists per customer) % of assist inquiries/requests resolved. (# of Assist Inquirie or Requests / # of Assist Resolved) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist It includes four components: - Metric: # of requests per product shipped (CAL rate) - Metric: Assist Inquiries/Requests - Metric: Assist Resolutions - Metric: Average product failure rate # of requests per product shipped (CAL rate) (a component of Self-Assist Resolution rate) # of requests / # of products shipped Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request Assist Inquiries/Requests (a component of Self-Assist Resolution rate) # of assist inquiries/requests each period (i.e. day, week, month. etc.). Can also be tracked by product or service. Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request Assist Resolutions (a component of Self-Assist Resolution rate) # of assist solutions delivered each period (i.e. day, week, month. etc.) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.06 : Close Request - Activity: A2.07 : Close Request Average product failure rate (a component of Self-Assist Resolution rate) % of products that fail [(# of products that fail / # of products shipped) * 100] Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.03 : Obtain Customer Agreement - Activity: C2.03 : Price Product/Solution - Activity: C3.05 : Obtain Feedback and Refine

Average profit per customer (TCE) (a component of Customer Chain) Operating Profit / # of active customers Priority: low Critical Success Factor?: No Perception: Internal It includes two components: - Metric: Number of active customers (TCE) - Metric: Operating Profit

Number of active customers (TCE) (a component of Average profit per customer (TCE) and Customer Growth Rate (TCE)) # of new customers + # of active previous customers Priority: low


Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account It includes five components: - Metric: # of active previous customers - Metric: # of new customers (TCE) - Metric: Avg Transaction Size - Metric: Customers' Wallet Share - Metric: Unprofitable Customers # of active previous customers (a component of Number of active customers (TCE)) # of repeat customers during period Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal # of new customers (TCE) (a component of Number of active customers (TCE) and Customer Growth Rate (TCE)) # of new customers during period Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal It includes one component: - Metric: Customer Retention rate Customer Retention rate (a component of # of new customers (TCE)) % of current customers retained, i.e. % of customer who remain loyal to the company over time # of customers who renewed their contract / # of customers who had contract renewals due Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account Avg Transaction Size (a component of Number of active customers (TCE)) Average transaction size for tele channel and web channel Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal Customers' Wallet Share (a component of Number of active customers (TCE)) The account share of the customers' business. How much of the targeted customers' business are we receiving? (Total revenue from customer / Total potential revenue from customer) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account Unprofitable Customers (a component of Number of active customers (TCE)) % of customers that do not provide enough revenue to cover the cost to manage their account (# of customers that do not provide enough revenue / # of customers) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account

Operating Profit (a component of Average profit per customer (TCE))


Gross Revenue - COGS - R&D - SG&A Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account

Cost of Assists (a component of Customer Chain) Total CC Cost to process customer (post sales) inquiry/request for assistantance (Open to Close). Total Customer Chain cost to resolve customer problem. This cost includes direct costs (labor, materials) and indirect costs (overhead) Plan Assist process costs + Assist process costs + Enable Assist process cost Priority: low Critical Success Factor?: No Perception: Internal It includes five components: - Metric: Assist On-Site Total Cost - Metric: Assist Remote Total Cost - Metric: Cost per Resolution - Metric: Plan Assist Total Cost - Metric: Self-Assist Total Cost

Assist On-Site Total Cost (a component of Cost of Assists) Total cost to provide post sales support for products/services Sum of Assist On-site process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3 : Assist On-Site It includes fourteen components: - Metric: Authorize Request Total Cost - Metric: Dispose Materials Total Cost - Metric: Enable Assist Total Cost - Metric: Manage Assist Business Rules Total Cost - Metric: Manage Assist Capital Assets Total Cost - Metric: Manage Assist Information Total Cost - Metric: Manage Assist Knowledge Transfer Total Cost - Metric: Manage Assist Network Total Cost - Metric: Manage Assist Performance Total Cost


- Metric: Manage Assist Regulatory Compliance Total Cost - Metric: Manage Warranty Total Cost - Metric: Obtain Materials Total Cost - Metric: Repair Product Total Cost - Metric: Schedule On-site Assist Total Cost Authorize Request Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.02 : Authorize Request Dispose Materials Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.06 : Dispose Materials Enable Assist Total Cost (a component of Assist On-Site Total Cost) Total cost to prepare, maintain, and manage information or releationships upon which Asist execution processes rely. Sum of EA.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA : Enable Assist Manage Assist Business Rules Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: EA.01 : Manage Assist Business Rules Manage Assist Capital Assets Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.05 : Manage Assist Capital Assets Manage Assist Information Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.03 : Manage Assist Information Manage Assist Knowledge Transfer Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.06 : Manage Assist Knowledge Transfer Manage Assist Network Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.07 : Manage Assist Network Manage Assist Performance Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.02 : Manage Assist Performance Manage Assist Regulatory Compliance Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.08 : Manage Assist Regulatory Compliance Manage Warranty Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA.04 : Manage Warranty Obtain Materials Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.04 : Obtain Materials Repair Product Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: A3.05 : Repair Product Schedule On-site Assist Total Cost (a component of Assist On-Site Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.03 : Schedule On-site Assist

Assist Remote Total Cost (a component of Cost of Assists) Total cost to provide post sales support for products/services. Sum of Assist Remote process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2 : Assist Remote It includes one component: - Metric: Distribute Request Total Cost Distribute Request Total Cost (a component of Assist Remote Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2.05 : Distribute Solution

Cost per Resolution (a component of Cost of Assists) Assist Total Cost / Assist Resolution Rate Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist


- Activity: A2 : Assist Remote - Activity: A3 : Assist On-Site It includes one component: - Metric: Annualized Service Event Rate (ASER) Annualized Service Event Rate (ASER) (a component of Cost per Resolution) # of service calls per system per year Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.05 : Repair Product

Plan Assist Total Cost (a component of Cost of Assists) Total cost to develop and establish courses of action to appropriate Assist resources to meet requirements. Sum of PA.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PA : Plan Assist It includes four components: - Metric: Balance Assist Requirements w/ Resources Total Cost - Metric: Establish Assist Plan Total Cost - Metric: Gather Assist Requirments Total Cost - Metric: Gather Assist Resources Total Cost Balance Assist Requirements w/ Resources Total Cost (a component of Plan Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PA.03 : Balance Assist Requirements with Resources Establish Assist Plan Total Cost (a component of Plan Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal Gather Assist Requirments Total Cost (a component of Plan Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PA.01 : Gather Assist Requirements Gather Assist Resources Total Cost (a component of Plan Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PA.02 : Gather Assist Resources

Self-Assist Total Cost (a component of Cost of Assists) Total cost to enable customer to perform post sales support for products/services. Sum of Self-Assist process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist It includes six components: - Metric: Close Request Total Cost - Metric: Identify Solution Total Cost - Metric: Propose Solution Total Cost - Metric: Receive Inquiry/Request Total Cost - Metric: Release Solution to Customer Total Cost - Metric: Route Request Total Cost Close Request Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.06 : Close Request - Activity: A2.07 : Close Request - Activity: A3.07 : Close Request Identify Solution Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.03 : Identify Solution - Activity: A2.03 : Identify Solution Propose Solution Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.04 : Propose Solution - Activity: A2.04 : Propose Solution Receive Inquiry/Request Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request Release Solution to Customer Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer Route Request Total Cost (a component of Self-Assist Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.02 : Route Request - Activity: A2.02 : Route Request

Cost of Selling (a component of Customer Chain) The cost associated with converting market segments and leads into signed contracts. This cost is included in SG&A. This cost includes direct costs (labor, materials) and indirect costs (overhead) associated with Relate, Sell, Contract and the associated Plan and Enable processes. (i.e. Total cost of Customer Chain - Cost of Assists) Priority: low Critical Success Factor?: No Perception: Internal It includes eight components: - Metric: Contract Total Cost - Metric: Enable Contract Total Cost - Metric: Plan Contract Total Cost - Metric: Plan Customer Chain Total Cost - Metric: Plan Relate Total Cost - Metric: Plan Sell Total Cost - Metric: Relate Total Cost - Metric: Sell Total Cost

Contract Total Cost (a component of Cost of Selling) Total Cost to convert proposed solutions to signed contracs and deliver to Supply Chain Sum of Contract process elements costs Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account It includes fourteen components: - Metric: Close the Deal Total Cost - Metric: Configure & Price Proposal Total Cost - Metric: Configure Product/Solution Total Cost - Metric: Develop Product Offering Total Cost - Metric: Develop Proposal Total Cost - Metric: Obtain Customer Agreement Total Cost - Metric: Obtain Feedback and Refine Total Cost - Metric: Obtain Internal Approval Total Cost - Metric: Present Proposal to Customer Total Cost - Metric: Price Product/Solution Total Cost - Metric: Publish Pricelist Total Cost - Metric: Receive Request for Quote Total Cost - Metric: Release to Deliver Total Cost - Metric: Sign Contract/ Close Deal Total Cost Close the Deal Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal Configure & Price Proposal Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.02 : Configure & Price Proposal Configure Product/Solution Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: C2.02 : Configure Product/Solution Develop Product Offering Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.01 : Develop Product Offering Develop Proposal Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.01 : Initiate Proposal Obtain Customer Agreement Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.03 : Obtain Customer Agreement - Activity: C2.04 : Obtain Customer Agreement - Activity: C3.06 : Obtain Customer Agreement Obtain Feedback and Refine Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.05 : Close Deal


Obtain Internal Approval Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.03 : Obtain Internal Approval Present Proposal to Customer Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.04 : Present Proposal to Customer Price Product/Solution Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.03 : Price Product/Solution Publish Pricelist Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.02 : Publish Pricelist Receive Request for Quote Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low


Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.01 : Receive Request for Contract Release to Deliver Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.05 : Release to Deliver - Activity: C2.06 : Release to Deliver - Activity: C3.08 : Release to Deliver Sign Contract/ Close Deal Total Cost (a component of Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.07 : Sign Contract/Close Deal

Enable Contract Total Cost (a component of Cost of Selling) Total cost to prepare, maintain, and manage information or releationships upon which Contract execution processes rely. Sum of EC.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC : Enable Contract It includes fourteen components: - Metric: Avg Training $ per TeleSales Rep - Metric: Channel Headcount - Metric: Contract Cost - Metric: Manage Contract Business Rules Total Cost - Metric: Manage Contract Capital Assets Total Cost - Metric: Manage Contract Information Total Cost - Metric: Manage Contract Knowledge Transfer Total Cost


- Metric: Manage Contract Network Total Cost - Metric: Manage Contract Performance Total Cost - Metric: Manage Contract Regulatory Compliance Total Cost - Metric: Manage Customer Pricing Total Cost - Metric: Online Telesales Training - Metric: Tele Compensation - Metric: TeleWeb Sales Cost Avg Training $ per TeleSales Rep (a component of Enable Contract Total Cost) The amount spent on training each year per TeleSales rep Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.06 : Manage Contract Knowledge Transfer - Activity: ER.06 : Manage Relate Knowledge Transfer - Activity: ES.06 : Manage Sell Knowledge Transfer Channel Headcount (a component of Enable Contract Total Cost) # of sales representatives in a particular channel (e.g. tele channel) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account Contract Cost (a component of Enable Contract Total Cost) Cost per contract signed (Total Customer Chain Cost for sales) / # of contracts signed Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account


Manage Contract Business Rules Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.01 : Manage Contract Business Rules - Activity: EP.01 : Manage Plan Business Rules (CC) Manage Contract Capital Assets Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.05 : Manage Contract Capital Assets Manage Contract Information Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.03 : Manage Contract Information Manage Contract Knowledge Transfer Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.06 : Manage Contract Knowledge Transfer Manage Contract Network Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.07 : Manage Contract Network Manage Contract Performance Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.02 : Manage Contract Performance Manage Contract Regulatory Compliance Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.08 : Manage Contract Regulatory Compliance - Activity: EP.08 : Manage Plan Regulatory Compliance (CC) Manage Customer Pricing Total Cost (a component of Enable Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.04 : Manage Customer Pricing Online Telesales Training (a component of Enable Contract Total Cost) % of telesales training offered online Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: ES.06 : Manage Sell Knowledge Transfer Tele Compensation (a component of Enable Contract Total Cost) The total average annual compensation for TeleSales reps. Generally, compensation is base plus commission and cash bonuses. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2 : Contract to Grouped Account - Activity: R2 : Relate to Grouped Account - Activity: S2 : Sell to Grouped Account TeleWeb Sales Cost (a component of Enable Contract Total Cost) % of teleweb revenue Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2 : Contract to Grouped Account - Activity: R2 : Relate to Grouped Account - Activity: S2 : Sell to Grouped Account

Plan Contract Total Cost (a component of Cost of Selling) Total cost to develop and establish courses of action to appropriate Contract resources to meet requirements. Sum of PC.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP : Plan Customer Chain It includes fourteen components: - Metric: Align Sales Plan with Financial Plan Total Cost - Metric: Balance Contract Requirements w/ Resources Total Cost - Metric: Enable Plan Total Cost - Metric: Establish Contract Plan Total Cost - Metric: Gather Contract Requirments Total Cost - Metric: Gather Contract Resources Total Cost - Metric: Manage CC Assets Total Cost - Metric: Manage CC Configuration Total Cost


- Metric: Manage CC Performance Total Cost - Metric: Manage CC Portfolio Total Cost - Metric: Manage Knowledge Transfer Total Cost - Metric: Manage Plan Business Rules Total Cost - Metric: Manage Plan Information Total Cost - Metric: Manage Plan Regulatory Compliance Total Cost Align Sales Plan with Financial Plan Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.09 : Align Sales Plan with Financial Plan Balance Contract Requirements w/ Resources Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP.03 : Balance Customer Chain Requirements with Resources - Activity: PR.03 : Balance Relate Requirements with Resources - Activity: PS.03 : Balance Sell Requirements with Resources Enable Plan Total Cost (a component of Plan Contract Total Cost and Total Design Chain Cost) Total Enable Plan Cost Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP : Enable Plan (CC) It includes nine components: - Metric: Align Design Plan with Financial Plan Cost - Metric: Manage Design Chain Assets Cost - Metric: Manage Design Chain Configuration Cost - Metric: Manage Design Chain Inventory Cost - Metric: Manage Design Chain Knowledge Transfer Cost - Metric: Manage Design Chain Performance Cost - Metric: Manage Plan Business Rules Cost - Metric: Manage Plan Information Cost


- Metric: Manage Plan Regulatory Compliance Cost Align Design Plan with Financial Plan Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.09 : Align Design Plan with Financial Plan Manage Design Chain Assets Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.05 : Manage Design Chain Assets Manage Design Chain Configuration Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.07 : Manage Design Chain Configuration Manage Design Chain Inventory Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.04 : Manage Product Life Cycle Manage Design Chain Knowledge Transfer Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.06 : Manage Design Chain Knowledge Transfer Manage Design Chain Performance Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.02 : Manage Design Chain Performance Manage Plan Business Rules Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.01 : Manage Plan Business Rules (DC) Manage Plan Information Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.03 : Manage Plan Information (DC) Manage Plan Regulatory Compliance Cost (a component of Enable Plan Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: EP.08 : Manage Plan Regulatory Compliance (DC) Establish Contract Plan Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.04 : Manage Customer Pricing Gather Contract Requirments Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.01 : Manage Contract Business Rules Gather Contract Resources Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EC.02 : Manage Contract Performance Manage CC Assets Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.05 : Manage Customer Chain Assets Manage CC Configuration Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.07 : Manage Customer Chain Configuration Manage CC Performance Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.02 : Manage Customer Chain Performance Manage CC Portfolio Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.05 : Manage Customer Chain Assets Manage Knowledge Transfer Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.06 : Manage Knowledge Transfer Manage Plan Business Rules Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: EP.01 : Manage Plan Business Rules (CC) Manage Plan Information Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.03 : Manage Plan Information (CC) Manage Plan Regulatory Compliance Total Cost (a component of Plan Contract Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP.08 : Manage Plan Regulatory Compliance (CC)

Plan Customer Chain Total Cost (a component of Cost of Selling) Total cost to develop and establish courses of action to appropriate CC resources to meet CC requirements. Sum of PP.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP : Plan Customer Chain It includes four components: - Metric: Balance CC Requirements w/ Resources Total Cost - Metric: Establish CC Plan Total Cost - Metric: Gather CC Requirements Total Cost - Metric: Gather CC Resources Total Cost Balance CC Requirements w/ Resources Total Cost (a component of Plan Customer Chain Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: PP.03 : Balance Customer Chain Requirements with Resources Establish CC Plan Total Cost (a component of Plan Customer Chain Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP.04 : Establish Customer Chain Plans Gather CC Requirements Total Cost (a component of Plan Customer Chain Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP.01 : Gather Customer Chain Requirements Gather CC Resources Total Cost (a component of Plan Customer Chain Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP.02 : Gather Customer Chain Resources

Plan Relate Total Cost (a component of Cost of Selling) Total cost to develop and establish courses of action to appropriate Relate resources to meet requirements. Sum of PR.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PR : Plan Relate


It includes four components: - Metric: Balance Relate Requirements w/ Resources Total Cost - Metric: Establish Relate Plan Total Cost - Metric: Gather Relate Requirements Total Cost - Metric: Gather Relate Resources Total Cost Balance Relate Requirements w/ Resources Total Cost (a component of Plan Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal Establish Relate Plan Total Cost (a component of Plan Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PR.04 : Publish Relate Plan Gather Relate Requirements Total Cost (a component of Plan Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PR.01 : Gather Relate Requirements Gather Relate Resources Total Cost (a component of Plan Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PR.02 : Gather Relate Resources

Plan Sell Total Cost (a component of Cost of Selling)


Total cost to develop and establish courses of action to appropriate Sell resources to meet requirements. Sum of PS.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PS : Plan Sell It includes four components: - Metric: Balance Sell Requirements w/ Resources Total Cost - Metric: Establish Sell Plan Total Cost - Metric: Gather Sell Requirements Total Cost - Metric: Gather Sell Resources Total Cost Balance Sell Requirements w/ Resources Total Cost (a component of Plan Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal Establish Sell Plan Total Cost (a component of Plan Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.04 : Obtain Customer Needs Gather Sell Requirements Total Cost (a component of Plan Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PS.01 : Gather Sell Requirements Gather Sell Resources Total Cost (a component of Plan Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PS.02 : Gather Sell Resources

Relate Total Cost (a component of Cost of Selling) Total cost to establish customer relationship (profile defined, account manager/team assigned). Sum of Relate process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account It includes twenty components: - Metric: Assign Account Manager Total Cost - Metric: Assign Account Team Total Cost - Metric: Define Engagement Model Total Cost - Metric: Enable Relate Total Cost - Metric: Establish Customer Profile Total Cost - Metric: Identify Intermediary Total Cost - Metric: Manage Customer Portfolio Total Cost - Metric: Manage Relate Business Rules Total Cost - Metric: Manage Relate Capital Assets Total Cost - Metric: Manage Relate Information Total Cost - Metric: Manage Relate Knowledge Transfer Total Cost - Metric: Manage Relate Network Total Cost - Metric: Manage Relate Performance Total Cost - Metric: Manage Relate Regulatory Compliance Total Cost - Metric: Obtain Customer Needs Total Cost - Metric: Publish Business Rules Total Cost - Metric: Receive, Validate & Approve Total Cost - Metric: Release to Sell Total Cost - Metric: Select Account Group Total Cost - Metric: Select Engagement Model Total Cost Assign Account Manager Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: R1.02 : Assign Account Manager Assign Account Team Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R3.02 : Assign Account Team Define Engagement Model Total Cost (a component of Relate Total Cost and Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.01 : Define Engagement Model - Activity: S3.01 : Define Engagement model Enable Relate Total Cost (a component of Relate Total Cost) Total cost to prepare, maintain, and manage information or releationships upon which Relate execution processes rely. Sum of ER.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER : Enable Relate Establish Customer Profile Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.05 : Establish Customer Profile - Activity: R2.02 : Establish/Update Customer Profile


- Activity: R3.05 : Establish/Update Customer Profile Identify Intermediary Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.01 : Identify Intermediaries Manage Customer Portfolio Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.04 : Manage Customer Portfolio Manage Relate Business Rules Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.01 : Manage Relate Business Rules Manage Relate Capital Assets Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.05 : Manage Relate Capital Assets Manage Relate Information Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead).


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.03 : Manage Relate Information Manage Relate Knowledge Transfer Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.06 : Manage Relate Knowledge Transfer Manage Relate Network Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.07 : Manage Relate Network Manage Relate Performance Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER.02 : Manage Relate Performance Manage Relate Regulatory Compliance Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: ER.08 : Manage Relate Regulatory Compliance Obtain Customer Needs Total Cost (a component of Relate Total Cost and Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.04 : Obtain Customer Needs - Activity: R3.04 : Obtain Customer Needs - Activity: S2.02 : Obtain Customer Needs Publish Business Rules Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal Receive, Validate & Approve Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R3.01 : Qualify Customer Release to Sell Total Cost (a component of Relate Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.06 : Release to Sell - Activity: R2.04 : Verify Materials - Activity: R3.07 : Release to Sell Select Account Group Total Cost (a component of Relate Total Cost)


Total cost to establish customer relationship (profile defined, account manager/team assigned). Sum of Relate process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.03 : Select Account Group Select Engagement Model Total Cost (a component of Relate Total Cost and Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.01 : Select Engagement Model - Activity: S2.01 : Select Engagement Model

Sell Total Cost (a component of Cost of Selling) Total cost to convert customer account into proposed solution ready for quote. Sum of Sell process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account It includes twenty five components: - Metric: Define Customer Environment Total Cost - Metric: Define Engagement Model Total Cost - Metric: Develop Business Model Total Cost - Metric: Develop Detailed Solution Total Cost - Metric: Develop High Level Solution Total Cost - Metric: Educate Customer on Product Total Cost - Metric: Enable Sell Total Cost - Metric: List Proposed Solutions Total Cost - Metric: Manage Product Portfolio Total Cost - Metric: Manage Sales Force Compensation Total Cost - Metric: Manage Sell Business Rules Total Cost - Metric: Manage Sell Capital Assets Total Cost - Metric: Manage Sell Information Total Cost - Metric: Manage Sell Knowledge Transfer Total Cost - Metric: Manage Sell Network Total Cost


- Metric: Manage Sell Performance Total Cost - Metric: Manage Sell Regulatory Compliance Total Cost - Metric: Obtain Customer Needs Total Cost - Metric: Obtain Feedback & Refine Total Cost - Metric: Obtain Solution Expertise Total Cost - Metric: Present Business Model Total Cost - Metric: Refine Customer Needs Total Cost - Metric: Refine Customer Profile Total Cost - Metric: Release to Contract Total Cost - Metric: Select Engagement Model Total Cost Define Customer Environment Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal Develop Business Model Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.03 : Develop Business Model Develop Detailed Solution Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.06 : Develop Detailed solution Develop High Level Solution Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: S3.04 : Develop High Level Solution Educate Customer on Product Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.04 : Present Solution to Customer Enable Sell Total Cost (a component of Sell Total Cost) Total cost to prepare, maintain, and manage information or releationships upon which Sell execution processes rely. Sum of ES.* process elements costs Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES : Enable Sell List Proposed Solutions Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.03 : Determine Proposed Solutions Manage Product Portfolio Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.04 : Manage Solution Portfolio Manage Sales Force Compensation Total Cost (a component of Sell Total Cost)


Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.09 : Manage Sales Force Compensation Manage Sell Business Rules Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.01 : Manage Sell Business Rules Manage Sell Capital Assets Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.05 : Manage Sell Capital Assets Manage Sell Information Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.03 : Manage Sell Information Manage Sell Knowledge Transfer Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: ES.06 : Manage Sell Knowledge Transfer Manage Sell Network Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.07 : Manage Sell Network Manage Sell Performance Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.02 : Manage Sell Performance Manage Sell Regulatory Compliance Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ES.08 : Manage Sell Regulatory Compliance Obtain Feedback & Refine Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.05 : Obtain Feedback & Refine Obtain Solution Expertise Total Cost (a component of Sell Total Cost)


Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.05 : Obtain Product/Solution Expertise Present Business Model Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.04 : Present Business Model Refine Customer Needs Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.02 : Refine Customer Needs (detailed) Refine Customer Profile Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.02 : Refine Customer Profile Release to Contract Total Cost (a component of Sell Total Cost) Process cost. This cost includes direct costs (labor, materials) and indirect costs (overhead). Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: S1.06 : Release to Contract - Activity: S2.05 : Release to Contract - Activity: S3.07 : Release to Contract

Customer Chain Reaction Cycle Time (a component of Customer Chain) Time to incorporate response to unplanned event into customer engagements. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product (Product bug/defect/hazard publicized) Competitor comes out with newer/better product Priority: low Critical Success Factor?: No Perception: Internal It includes fourteen components: - Metric: Assist Reaction Cycle Time - Metric: Contract Reaction Cycle Time - Metric: Enable Assist Reaction Cycle Time - Metric: Enable Contract Reaction Cycle Time - Metric: Enable Plan Reaction Cycle Time - Metric: Enable Relate Reaction Cycle Time - Metric: Enable Sell Reaction Cycle Time - Metric: Plan Assist Reaction Cycle Time - Metric: Plan CC Reaction Cycle Time - Metric: Plan Contract Reaction Cycle Time - Metric: Plan Relate Reaction Cycle Time - Metric: Plan Sell Reaction Cycle Time - Metric: Relate Reaction Cycle Time - Metric: Sell Reaction Cycle Time

Assist Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist - Activity: A2 : Assist Remote


- Activity: A3 : Assist On-Site

Contract Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account

Enable Assist Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Enable Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EA : Enable Assist

Enable Contract Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Enable Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: EC : Enable Contract

Enable Plan Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised CC plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: EP : Enable Plan (CC)

Enable Relate Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Enable Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: ER : Enable Relate

Enable Sell Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Enable Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low


Critical Success Factor?: No Perception: Internal It targets: - Activity: ES : Enable Sell

Plan Assist Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to adjust Assist plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PA : Plan Assist

Plan CC Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to adjust CC plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP : Plan Customer Chain

Plan Contract Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to adjust Contract plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PP : Plan Customer Chain

Plan Relate Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to adjust Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PR : Plan Relate

Plan Sell Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to adjust Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: PS : Plan Sell

Relate Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Relate plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defect/hazard publicized


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account

Sell Reaction Cycle Time (a component of Customer Chain Reaction Cycle Time) Time to execute revised Sell plans in response to unplanned events. Unplanned events may include: Competitor goes out of business Economy falls rapidly Bad press about product Competitor comes out with newer/better product Product bug/defec Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account

Customer Franchise (TCE) (a component of Customer Chain) Customer Capital + Customer Momentum Priority: low Critical Success Factor?: No Perception: Internal It includes two components: - Metric: Customer Capital (TCE) - Metric: Customer Momentum (TCE)

Customer Capital (TCE) (a component of Customer Franchise (TCE)) Lifetime value of current customers (using the Net Present Value). This consists of: The different customer segments # of active customers in each segement Current average profit per customer in each segment Cost to acquire a customer in each segment Retention rate in each segment Anticipated growth rate of profits per customer in each segment


Priority: low Critical Success Factor?: No Perception: Internal It includes five components: - Metric: # of active customers in segment - Metric: Anticipated growth rate of profits per customer in segment - Metric: Cost to acquire customer in segment - Metric: Current Avg profit per customer in segment - Metric: Customer retention rate in segment # of active customers in segment (a component of Customer Capital (TCE)) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account Anticipated growth rate of profits per customer in segment (a component of Customer Capital (TCE)) Anticipated growth rate of profits per customer in segment (based on recency, frequency, complexity, and value of their transactions) Priority: low Critical Success Factor?: No Perception: Internal Cost to acquire customer in segment (a component of Customer Capital (TCE) and Customer Momentum (TCE)) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account Current Avg profit per customer in segment (a component of Customer Capital (TCE)) Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account Customer retention rate in segment (a component of Customer Capital (TCE)) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account

Customer Momentum (TCE) (a component of Customer Franchise (TCE)) The value of future earnings (using the Net Present Value) expected from new customers. (Measures the ability to attract and sustain new customers.) This is based on on the following assumption: Cost to acquire new customers in the future % of marketing budget to be spent on customer acquisition Avg profit per customer acquired Likely retention rate for new customers acquired Growth rate of earnings per customer segment Priority: low Critical Success Factor?: No Perception: Internal It includes five components: - Metric: % of future Marketing budet spent on customer acquisition - Metric: Avg profit per customer acquired - Metric: Cost to acquire customer in segment - Metric: Growth rate of earnings per customer in segment - Metric: Likely retention rate for new customers acquired % of future Marketing budet spent on customer acquisition (a component of Customer Momentum (TCE)) Priority: low Critical Success Factor?: No Perception: Internal Avg profit per customer acquired (a component of Customer Momentum (TCE)) Priority: low Critical Success Factor?: No Perception: Internal Growth rate of earnings per customer in segment


(a component of Customer Momentum (TCE)) Priority: low Critical Success Factor?: No Perception: Internal Likely retention rate for new customers acquired (a component of Customer Momentum (TCE)) Priority: low Critical Success Factor?: No Perception: Internal

Customer Growth Rate (TCE) (a component of Customer Chain) (# active customers this period / # of active customers previous period)-1 Priority: low Critical Success Factor?: No Perception: Internal It includes two components: - Metric: # of new customers (TCE) - Metric: Number of active customers (TCE)

Gross Revenue (a component of Customer Chain) Total sales from products and services. Price x Volume Priority: low Critical Success Factor?: No Perception: Internal It includes twenty one components: - Metric: % Sales from New Products - Metric: Average Order Size - Metric: Average Unit Price - Metric: Channel Growth - Metric: Channel Revenue - Metric: Cross Sells - Metric: Customer initiated sales - Metric: Customer Revenue Breakdown - Metric: Number of Customer initiated intermediary requests - Metric: Number of Customer initiated Named Account requests - Metric: Number of Customer initiated sales inquiries - Metric: Number of promotion generated sales inquiries - Metric: Orders type volume (#) - Metric: Orders type volume ($) - Metric: Promo Response Rate - Metric: Promos Booked - Metric: Revenue/Contract - Metric: Revenue/Rep


- Metric: Services Attach Rate - Metric: Tele Rep Attachment Rates - Metric: Upsells

% Sales from New Products (a component of Gross Revenue) % of revenue from products which are less than X months old. (Total Revenue from new products / Total Revenue) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account

Average Order Size (a component of Gross Revenue) Actual Revenue/# Orders Shipped Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Average Unit Price (a component of Gross Revenue) Total Revenue/# Units Shipped Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Channel Growth (a component of Gross Revenue) % of total growth. This metric is calculated for each individual sales channel (e.g.tele, web-asssited tele, web) as a percentage of total growth.


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Channel Revenue (a component of Gross Revenue) % of total revenue This metric is calculated for each individual sales channel (e.g. tele, web-asssited tele, web) as a percentage of total revenue. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Cross Sells (a component of Gross Revenue) Number of cross sells Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.04 : Transfer Product - Activity: S2.03 : Determine Proposed Solutions - Activity: S3.06 : Develop Detailed solution

Customer initiated sales (a component of Gross Revenue) Revenue from sales which were initated by the customer (webpage, phone calls, etc.). Total customer initated sales revenue / Total revenue Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2 : Contract to Grouped Account - Activity: R1 : Relate to Intermediary


- Activity: R3 : Relate to Named Account

Customer Revenue Breakdown (a component of Gross Revenue) % of total revenue that each customer segment contributes This metric calulates the percentage of total revenue that each customer segment contributes to the overall revenue. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Number of Customer initiated intermediary requests (a component of Gross Revenue) Number of customer initiated reuests to become an intermediary Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.01 : Identify Intermediaries

Number of Customer initiated Named Account requests (a component of Gross Revenue) Number of customer initiated reuests to become a Named Account Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R3.01 : Qualify Customer

Number of Customer initiated sales inquiries (a component of Gross Revenue) Number of customer initiated contacts for products or services. Telesales: Number of inbound phone calls in a time period. Website: Number of hits to the web site. Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: C2.01 : Receive Request for Contract - Activity: R2.01 : Select Engagement Model - Activity: S2.01 : Select Engagement Model

Number of promotion generated sales inquiries (a component of Gross Revenue) The number of responses per the promotion. Promotion based calls/Number of calls Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.01 : Select Engagement Model

Orders type volume (#) (a component of Gross Revenue) Percentage of type of orders (volume). Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.05 : Release to Contract

Orders type volume ($) (a component of Gross Revenue) Percentage of type of orders (dollars). Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.05 : Release to Contract

Promo Response Rate (a component of Gross Revenue) This is a measure of Promotion effectiveness. # of Calls Generated by Promotion Priority: low Critical Success Factor?: No Perception: Internal It targets:


- Activity: C2.01 : Receive Request for Contract

Promos Booked (a component of Gross Revenue) Number of orders booked based on a promotion. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.04 : Obtain Customer Agreement

Revenue/Contract (a component of Gross Revenue) Revenue per contract signed Total Revenue / # of contracts signed Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Revenue/Rep (a component of Gross Revenue) Revenue per sales representative Total Revenue / # of sales representatives Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.04 : Close the Deal - Activity: C2.05 : Close Deal - Activity: C3.07 : Sign Contract/Close Deal

Services Attach Rate (a component of Gross Revenue) The rate at which additional services (e.g. extended warranties) are sold along with the orders. (# of orders placed with attached services / total orders placed) * 100 Priority: low Critical Success Factor?: No Perception: Internal


It targets: - Activity: S1.04 : Present Business Model - Activity: S2.03 : Determine Proposed Solutions - Activity: S3.06 : Develop Detailed solution

Tele Rep Attachment Rates (a component of Gross Revenue) The percentage of contracts that include a supporting product to complement a primary product at the point of sale. (# of contracts that include a supporting product at the point of sale / Total # of contracts) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.02 : Configure Product/Solution

Upsells (a component of Gross Revenue) Number of upsells. Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.04 : Present Business Model - Activity: S2.03 : Determine Proposed Solutions - Activity: S3.06 : Develop Detailed solution

Lead-to-Contract conversion rate (Customer Conversion Rate) (a component of Customer Chain) # of contracts sent to SC divided by the # of unique leads (from Relate plan or direct from potential customer). Lead-to-Account conversion rate * Account-to-Proposed Solution rate * Proposal-to-Contract Conversion rate Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: Account-to-Proposed Solution rate - Metric: Lead-to-Account conversion ratio - Metric: Proposal-to-Contract Conversion rate

Account-to-Proposed Solution rate (a component of Lead-to-Contract conversion rate (Customer Conversion Rate))


% of new accounts to which solutions have been proposed (# of new accounts / # of proposed solutions) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account It includes two components: - Metric: Proposed Solutions per Account - Metric: Proposed Solutions rate Proposed Solutions per Account (a component of Account-to-Proposed Solution rate) # of proposed solutions for time period / # of accounts Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.06 : Release to Contract - Activity: S2.05 : Release to Contract - Activity: S3.07 : Release to Contract Proposed Solutions rate (a component of Account-to-Proposed Solution rate) # of solutions proposed each period (i.e. day, week, month. etc.) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.06 : Release to Contract - Activity: S2.05 : Release to Contract - Activity: S3.07 : Release to Contract

Lead-to-Account conversion ratio (a component of Lead-to-Contract conversion rate (Customer Conversion Rate)) % of leads converted into customer Accounts (customer profile, assigned account manager/team, product/service offering identified) (# of leads / # of new accounts) * 100 Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account It includes three components: - Metric: Abandon Rate (Sales) - Metric: Lead rate - Metric: New Account rate Abandon Rate (Sales) (a component of Lead-to-Account conversion ratio) Telesales: (Total Calls - calls answered)/total number of calls. Tracked monthly. Website: Drops/number of hits. Tracked monthly. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.01 : Select Engagement Model Lead rate (a component of Lead-to-Account conversion ratio) # of new leads each period (i.e. day, week, month. etc.). These come from either Business development or direct from customers. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.01 : Identify Intermediaries - Activity: R2.01 : Select Engagement Model - Activity: R3.01 : Qualify Customer New Account rate (a component of Lead-to-Account conversion ratio) # of new customer relationships established with assigned manager/teams and completed customer profiles each period (i.e. day, week, month. etc.) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.06 : Release to Sell - Activity: R2.04 : Release to Sell - Activity: R3.07 : Release to Sell


Proposal-to-Contract Conversion rate (a component of Lead-to-Contract conversion rate (Customer Conversion Rate)) % of proposed solutions converted into contracts (# contracts released / # of proposed solutions) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account It includes six components: - Metric: Avg # of calls /Order - Metric: Competitive Contract Win Rate - Metric: Competitive Contract Win-back Rate - Metric: Contract rate - Metric: Contracts per Proposed Solution - Metric: Request for quote Rate Avg # of calls /Order (a component of Proposal-to-Contract Conversion rate) # of calls received / # of orders Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.01 : Identify Intermediaries - Activity: R2.01 : Select Engagement Model - Activity: R3.01 : Qualify Customer Competitive Contract Win Rate (a component of Proposal-to-Contract Conversion rate) The success rate of winning a new Named Account when competing directly against the competition. (# of named accounts established / # of named accounts pursued) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3 : Contract to Named Account Competitive Contract Win-back Rate (a component of Proposal-to-Contract Conversion rate) The success rate of winning back a Named Account that had been lost to a competitor.


(# of named accounts established / # of named accounts pursued) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3 : Contract to Named Account - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account Contract rate (a component of Proposal-to-Contract Conversion rate) # of contracts released each period (i.e. day, week, month. etc.) Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.05 : Release to Deliver - Activity: C2.06 : Release to Deliver - Activity: C3.08 : Release to Deliver Contracts per Proposed Solution (a component of Proposal-to-Contract Conversion rate) # of contracts released / # of Proposed Solutions Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1.05 : Release to Deliver - Activity: C2.06 : Release to Deliver - Activity: C3.08 : Release to Deliver Request for quote Rate (a component of Proposal-to-Contract Conversion rate) # of requests for quote over a specific time period Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C2.01 : Receive Request for Contract - Activity: C3.01 : Initiate Proposal


Lead-to-Contract Cycle Time (a component of Customer Chain) Total time from receipt of lead (from BD or customer initiated) to contract delivered to SC. Relate CT + Sell CT + Contract CT Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: Develop Detailed Solution Cycle Time - Metric: Relate Cycle Time - Metric: Sell Cycle Time

Develop Detailed Solution Cycle Time (a component of Lead-to-Contract Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.06 : Develop Detailed solution

Relate Cycle Time (a component of Lead-to-Contract Cycle Time) Total Time from receipt of lead (from Relate plans or direct from potential customer) to profile defined and account manager/team assigned. Sum of Relate process elements Cycle Times Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account It includes eleven components: - Metric: Assign Account Manager Cycle Time - Metric: Assign Account Team Cycle Time - Metric: Define Engagement Model Cycle Time - Metric: Establish Customer Profile Cycle Time - Metric: Identify Intermediary Cycle Time - Metric: Obtain Customer Needs Cycle Time - Metric: Publish Business Rules Cycle Time - Metric: Receive, Validate & Approve Cycle Time - Metric: Release to Sell Cycle Time


- Metric: Select Account Group Cycle Time - Metric: Select Engagement Model Cycle Time Assign Account Manager Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.02 : Assign Account Manager Assign Account Team Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R3.02 : Assign Account Team Define Engagement Model Cycle Time (a component of Relate Cycle Time and Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.03 : Define Engagement Model - Activity: R3.03 : Define Engagement Model Establish Customer Profile Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.05 : Establish Customer Profile - Activity: R2.02 : Establish/Update Customer Profile - Activity: R3.05 : Establish/Update Customer Profile


Identify Intermediary Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary Obtain Customer Needs Cycle Time (a component of Relate Cycle Time and Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1.04 : Obtain Customer Needs - Activity: R3.04 : Obtain Customer Needs - Activity: S2.02 : Obtain Customer Needs Publish Business Rules Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal Receive, Validate & Approve Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R3.01 : Qualify Customer Release to Sell Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No


Perception: Internal It targets: - Activity: R1.06 : Release to Sell - Activity: R2.04 : Verify Materials - Activity: R3.07 : Release to Sell Select Account Group Cycle Time (a component of Relate Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.03 : Select Account Group Select Engagement Model Cycle Time (a component of Relate Cycle Time and Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R2.01 : Select Engagement Model - Activity: S2.01 : Select Engagement Model

Sell Cycle Time (a component of Lead-to-Contract Cycle Time) Total time from customer profile and account assigned to proposed solution is ready for quote. Sum of Sell process elements Cycle Times Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account It includes fourteen components: - Metric: Define Customer Environment Cycle Time - Metric: Define Engagement Model Cycle Time - Metric: Develop Business Model Cycle Time - Metric: Develop High Level Solution Cycle Time - Metric: Educate Customer on Product Cycle Time - Metric: List Proposed Solutions Cycle Time


- Metric: Obtain Customer Needs Cycle Time - Metric: Obtain Feedback & Refine Cycle Time - Metric: Obtain Solution Expertise Cycle Time - Metric: Present Business Model Cycle Time - Metric: Refine Customer Needs Cycle Time - Metric: Refine Customer Profile Cycle Time - Metric: Release to Contract Cycle Time - Metric: Select Engagement Model Cycle Time Define Customer Environment Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal Develop Business Model Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.03 : Develop Business Model Develop High Level Solution Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.04 : Develop High Level Solution Educate Customer on Product Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.04 : Present Solution to Customer


List Proposed Solutions Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.03 : Determine Proposed Solutions Obtain Solution Expertise Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.05 : Obtain Product/Solution Expertise Present Business Model Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.04 : Present Business Model Refine Customer Needs Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S3.02 : Refine Customer Needs (detailed) Refine Customer Profile Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low


Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.02 : Refine Customer Profile Release to Contract Cycle Time (a component of Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1.06 : Release to Contract - Activity: S2.05 : Release to Contract - Activity: S3.07 : Release to Contract

Net Customer Loyalty Index (TCE) (a component of Customer Chain) CLI -CRI Priority: low Critical Success Factor?: No Perception: Internal It includes two components: - Metric: CLI - Customer Loyalty Index (TCE) - Metric: CRI - Customer at Risk Index (TCE)

CLI - Customer Loyalty Index (TCE) (a component of Net Customer Loyalty Index (TCE)) % of customers giving highest ratings on Satisfaction AND Repurchase AND Recommend Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account It includes three components: - Metric: Completely or Very Satisfied (TCE) - Metric: Definitely would recommend (TCE) - Metric: Definitely would repurchase (TCE) Completely or Very Satisfied (TCE)


(a component of CLI - Customer Loyalty Index (TCE)) % of Customers which are Completely Satisfied or Very Satisfied Priority: low Critical Success Factor?: No Perception: Internal Definitely would recommend (TCE) (a component of CLI - Customer Loyalty Index (TCE)) % of customers who definitely would recommend Priority: low Critical Success Factor?: No Perception: Internal Definitely would repurchase (TCE) (a component of CLI - Customer Loyalty Index (TCE)) % of customers who definitely would repurchase Priority: low Critical Success Factor?: No Perception: Internal

CRI - Customer at Risk Index (TCE) (a component of Net Customer Loyalty Index (TCE)) % of customers giving lowest ratings on Satisfaction OR Repurchase OR Recommend Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account It includes four components: - Metric: Overall Customer Satisfaction - Metric: Probably would not or Definitley would not recommend (TCE) - Metric: Probably would not or Definitley would not repurchase (TCE) - Metric: Somewhat Dissatisfied or Dissatisfied (TCE) Overall Customer Satisfaction (a component of CRI - Customer at Risk Index (TCE)) Overall customer satisfaction based on suvey data Priority: low Critical Success Factor?: No Perception: Internal


Probably would not or Definitley would not recommend (TCE) (a component of CRI - Customer at Risk Index (TCE)) % of customers who probably would not or definitley would not recommend Priority: low Critical Success Factor?: No Perception: Internal Probably would not or Definitley would not repurchase (TCE) (a component of CRI - Customer at Risk Index (TCE)) % of customers who probably would not or definitley would not repurchase Priority: low Critical Success Factor?: No Perception: Internal Somewhat Dissatisfied or Dissatisfied (TCE) (a component of CRI - Customer at Risk Index (TCE)) % of Customers which are Somewhat Dissatisfied or Dissatisfied Priority: low Critical Success Factor?: No Perception: Internal

Perfect Assists (a component of Customer Chain) A Perfect Assist is a customer assist which meets all of the following standards: Request responed to within aggreed upon time Request resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100 Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: Perfect On-site Assists - Metric: Perfect Remote Assists - Metric: Perfect Self-Assists


Perfect On-site Assists (a component of Perfect Assists) A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3 : Assist On-Site It includes three components: - Metric: Defective spare parts delivered - Metric: On-time On-Site Visits - Metric: On-time repair materials delivery Defective spare parts delivered (a component of Perfect On-site Assists) % of Spare Parts Delivered not delivered in perfect condition (# of defective spare parts delivered / Total # of spare parts delivered) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.04 : Obtain Materials On-time On-Site Visits (a component of Perfect On-site Assists) % of on-site visits which met scheduled commit time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.05 : Repair Product On-time repair materials delivery (a component of Perfect On-site Assists)


% of time required repair materials are delivered to schedule Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A3.04 : Obtain Materials

Perfect Remote Assists (a component of Perfect Assists) A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2 : Assist Remote

Perfect Self-Assists (a component of Perfect Assists) A Perfect Assist is a customer assist which meets all of the following standards: Issue/Question responed to within aggreed upon time Issue/Question resolved within aggreed upon time Problem is completely resolved Problem is resolved during the first customer contact Customer satisfied with resolution Resolution is documented Product issue information cummunicated back to rest of the business (Design Chain, Business Development, Supply Chain) (# of perfect assists / # of assists) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist


It includes six components: - Metric: Customer Commit Resolution Time met - Metric: Customer Commit Response Time met - Metric: First Time Fix Rate - Metric: SLA Resolution Time met - Metric: SLA Response Time met - Metric: Total Problem Resolution Customer Commit Resolution Time met (a component of Perfect Self-Assists) % of time a customer problem/question is resolved within the agreed upon (or published) time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer - Activity: A3.05 : Repair Product Customer Commit Response Time met (a component of Perfect Self-Assists) % of time a customer inquiry/request is responded to within the agreed upon (or published) time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request First Time Fix Rate (a component of Perfect Self-Assists) % of time the problem was fixed during the first contact with the customer. [(Total # of problems resolved during first contact / Total # of problems resolved) * 100] Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer - Activity: A3.05 : Repair Product SLA Resolution Time met (a component of Perfect Self-Assists)


% of time a customer problem/question is resolved within the terms of the Service Level Agreement Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.05 : Release Solution to Customer - Activity: A2.06 : Release Solution to Customer - Activity: A3.05 : Repair Product SLA Response Time met (a component of Perfect Self-Assists) % of time a customer inquiry/request is responded to within the terms of the Service Level Agreement Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.01 : Receive Inquiry/Request - Activity: A2.01 : Receive Inquiry/Request - Activity: A3.01 : Receive Inquiry/Request Total Problem Resolution (a component of Perfect Self-Assists) % of time the problem has been completely resolved, based on customer feedback. [(Total number of problems completely resolved / Total # of problems resolved) * 100] Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1.06 : Close Request - Activity: A2.07 : Close Request - Activity: A3.07 : Close Request

Perfect Contracts (a component of Customer Chain) % of Contracts which contain all of the components as defined in EC.01 & EC.04. (# of Perfect Contracts / Total Contracts) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account


- Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account - Activity: S1 : Sell to Intermediary - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account It includes three components: - Metric: Perfect Business Model - Metric: Perfect Customer Profiles - Metric: Perfect Solution Proposals

Perfect Business Model (a component of Perfect Contracts) % of Business Models which contain all required components Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S1 : Sell to Intermediary

Perfect Customer Profiles (a component of Perfect Contracts) % of Customer Profiles which contain all of the components as defined in ER.04 (# of Perfect Customer Pofiles / Total Customer profiles) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: R1 : Relate to Intermediary - Activity: R2 : Relate to Grouped Account - Activity: R3 : Relate to Named Account

Perfect Solution Proposals (a component of Perfect Contracts) % of Solution Proposals which contain all of the components as defined in ES.01 & ES.04. (# of Perfect Solution Proposals / Total Solution Proposals) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2 : Sell to Grouped Account - Activity: S3 : Sell to Named Account


It includes one component: - Metric: Detailed Solution Customer Alignment Detailed Solution Customer Alignment (a component of Perfect Solution Proposals) % of Customer needs addressed by Detailed Solution (# of customer needs addressed / # of customer needs) * 100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: S2.03 : Determine Proposed Solutions - Activity: S3.06 : Develop Detailed solution

Quote Turnaround Time (a component of Customer Chain) Total time from the receipt of request for quote to the delivery of the quote Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C1 : Contract to Intermediary - Activity: C2 : Contract to Grouped Account - Activity: C3 : Contract to Named Account

Warranty Cost (a component of Customer Chain) Warranty costs include materials, labor and problem diagnosis for product defects covered by warranty agreement. Self-Assist Warranty cost + Assist Remote warranty cost + Assist On-site Warranty cost Priority: low Critical Success Factor?: No Perception: Internal It includes three components: - Metric: Warranty Cost (On-Site) - Metric: Warranty Cost (Remote) - Metric: Warranty Cost (Self-Assist)

Warranty Cost (On-Site) (a component of Warranty Cost) Warranty costs include materials, labor and problem diagnosis for product defects. Priority: low


Critical Success Factor?: No Perception: Internal It targets: - Activity: A3 : Assist On-Site It includes five components: - Metric: Product Return Rate - Metric: Warranty Claims - Metric: Warranty Cost as % of Revenue - Metric: Warranty Cost per Unit Shipped - Metric: Warranty liability base Product Return Rate (a component of Warranty Cost (On-Site)) % of products that are returned Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2.06 : Release Solution to Customer Warranty Cost as % of Revenue (a component of Warranty Cost (On-Site)) Measures the total warranty expenses that are reflected in the company financial statements. (Total wrty expense/Net Revenue w/o accessories)*100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist - Activity: A2 : Assist Remote - Activity: A3 : Assist On-Site Warranty Cost per Unit Shipped (a component of Warranty Cost (On-Site)) Average warranty cost per unit shipped (Total wrty expense/# of units shipped)*100 Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist - Activity: A2 : Assist Remote


- Activity: A3 : Assist On-Site Warranty liability base (a component of Warranty Cost (On-Site)) # of units installed that are under warranty. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist - Activity: A2 : Assist Remote - Activity: A3 : Assist On-Site

Warranty Cost (Remote) (a component of Warranty Cost) Warranty costs include materials, labor and problem diagnosis for product defects. Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2 : Assist Remote It includes one component: - Metric: Warranty Claims Warranty Claims (a component of Warranty Cost (Remote) and Warranty Cost (On-Site)) # of warranty claims Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A2.02 : Route Request - Activity: A3.02 : Authorize Request

Warranty Cost (Self-Assist) (a component of Warranty Cost) Warranty costs include materials, labor and problem diagnosis for product defects.


Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: A1 : Self Assist Obtain Feedback & Refine Cycle Time (a component of Contract Cycle Time and Sell Cycle Time) Process cycle time Priority: low Critical Success Factor?: No Perception: Internal It targets: - Activity: C3.05 : Obtain Feedback and Refine - Activity: S1.05 : Obtain Feedback & Refine

METRICS · © APICS 2014. All rights reserved. Page 1 Customer Chain Operations Reference model...

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Transcript of METRICS · © APICS 2014. All rights reserved. Page 1 Customer Chain Operations Reference model...