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SEA Service ASC Locator: Project Proposal Solution Consulting, SDSA

SEA Service ASC Locator: Project Proposal Solution Consulting, SDSA. Dec. 2007. Table of contents Project Overview 1. Background 2. Objectives 3. Status & Approach 4. Project Scope 5. To-Be System Implementation Plan Appendix. Quality. Competitors. Front-end

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SEA Service ASC Locator: Project Proposal Solution Consulting, SDSA

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  1. SEA Service ASC Locator: Project Proposal Solution Consulting, SDSA Dec. 2007

  2. Table of contents • Project Overview 1. Background 2. Objectives 3. Status & Approach 4. Project Scope 5. To-Be • System Implementation Plan • Appendix

  3. Quality Competitors Front-end Customer Satisfaction Factors Price Services I. Project Overview: 1. Background • Buying factors depends on the Level of Customer Satisfaction • Quality • Price • Services • Issues: • Total Service cost: 10% behind then Strategic Target • Little improvement of On-time repair • No coverage for HA: Increase Exchange & Refund Services must be the most critical factor of re-buying power. For Market Leader

  4. I. Project Overview: 2. Objectives Service Fulfillment Mission ASC Locator v2 Improve Service Level Chance to develop new ASC Goals Better Selecting ASC Criteria Minimize Repair Cost Tool Strategies Systems Integration Availability of ASC Input of Expertise Evaluation of ASC’s KPI Real Time Data Visualization Background Improve Front-end Customer Satisfaction Level

  5. I. Project Overview: 3. Status & Approach As-Is: To-Be: ASC Locator v2 CIC SB Web NA1 BSP Reference Systems NA1: Sales SAP CIC: CCC Locator Web: Internet based Locator SB: Service Bench BSP: Business Service Provider CIC NA1 Inefficient allocating ASC by poor systems support . ASC’s work-schedule is not available . Few KPI is given to select ASC - A/R can be issue . Possible data inconsistency by multiple systems No system support for visual coverage of ASC . Delay on allocating ASC . Not user-friendly interfaces System maintenance cost increased by multiple systems operation Value-added information is given for ASC Locator v2 . Real-time KPIs are available . Visual Information & user-friend interface is given Better Services thru System Integration for repair cost saving & data consistency Real-Time Data Communication: among Systems & ASC Feed-back

  6. I. Project Overview: 3. Status & Approach • Approach:

  7. I. Project Overview: 4. Project Scope • Visibility of ASC Coverage • Provide graphic view(Map) of ASC coverage & drill-down functionality • ASC coverage by Zip code • Assign ASC grade thru evaluation • Allow expertise intervention to allocate ASC • Give various reporting functionality • Systems Integration • Eliminate possible delay of repair caused by data inconsistency • Reduce system maintenance cost thru optimum systems integration • Improve business process with Integrated system • Real-Time Data Interface & Communication with ASC • Support real-time A/R & Credit status of ASC • Provide functionality of ASC Work Schedule information • Offer ASC Feed-back for allocation

  8. Feb 12, 2007 ASC018: 76 miles ASC020: 45 miles Select ASC for the call ASC018ASC020ASC021 Customer Call ASC022: 50 miles I. Project Overview: 5. To-Be • Visibility of ASC Coverage • Benefits: Efficient Allocation of ASC • Recommend available ASC based on selection rules • Provide graphic view of ASC coverage by product and Zip code • Drill-down function gives more detail information during allocation • Display available ASCs with grade & Work Schedule • Add intervention for manager’s expertise to allocate ASC • Give various reporting functionality such as A/R, # of repairs done/on-hold, Pendings & etc

  9. I. Project Overview: 5. To-Be • Integration of Systems ASC Locator v2 CIC SB Web NA1 BSP Reference Systems NA1: Sales SAP CIC: CCC Locator Web: Internet based Locator SB: Service Bench BSP: Business Service Provider CIC NA1 • Details for Integrating Multiple Systems • Establish integrated systems for streamline business process • Eliminate redundant system by ASC Locator v2 • Provide user oriented system to process and possible to have real-time data • Minimize system maintenance cost

  10. I. Project Overview: 5. To-Be • Real-Time Data Interfaces ASC Locator v2 Web NA1 ASC 1 day old A/R, No Feedback from ASC CIC NA1 • Action items for Real-Time Data Interfaces • Real-Time information for A/R of ASC by RFC between ASC Locator v2 with NA1 • All other KPI information are Real-Time Interfaces • Send notice to ASC for services allocation and allowing ASC’s Feedback after initial SVC’s allocation • The Feedback improve the level and liability of services

  11. Table of contents Project Overview System Implementation Plan 1. Methodology 2. System Configuration 3. System Design 4. Project Org Chart 5. Roles and Responsibility 6. Development Schedule 7. Resource Allocation 8. Project Cost Estimation Appendix

  12. II. System Implementation Plan 1. Methodology: Innovator Initiation Analysis Design Development Test Go-Live Phase Project Management Preparation Project Plan Initiation QA Plan Activity Control Initiation QA Plan Activity Control Initiation QA Plan Activity Control Initiation QA Plan Activity Control Go-Live Plan Final Report Approval Supporting QA Change Mgmt System Mgmt QA Change Mgmt System Mgmt QA Change Mgmt System Mgmt QA Change Mgmt System Mgmt QA Change Mgmt System Mgmt Engineering Status Evaluation Define Requirement Define Content Logical Modeling Tech Structure Prototyping Design Content System Design UI Design Convergence Test Plan Dev. Web Page Coding Unit Test Integration Test Supporting Plan Convergence Release Training Deliverables Project Schedule Resource Allocation Plan Naming Convention Requirement Definition AS-IS & TO-BE Process Gap Analysis System Blue Print Table Definition ER Diagram Program Spec UI Layout Program List Test Scenario Test Result User Manual Admin Manual Go-Live Plan Final Report Supporting Plan User Approval

  13. iPlanet JSP Engine CIC NA1 RFC Interface Oracle 10g II. System Implementation Plan 2. System Configuration • System Architecture Intranet ASC Locator v2 Web Server WAS DB Server

  14. Feb 12, 2007 ASC018: 76 miles ASC020: 45 miles Select ASC for the call ASC018ASC020ASC021 Customer Call ASC022: 50 miles II. System Implementation Plan 3. System Design • System Functionality: Graphic & Zooming • Provide graphical view of ASC coverage by Zip code • Detail Information will be given thru Zoom-in 1. Zoom-in & Zoom-out

  15. Dec 1, 2007 ASC018: 76 miles ASC 23145: 4 miles Select ASC for the call Customer Call ASC 23145ASC 98700ASC 57734 ASC 98700: 5 miles ASC 57734: 8 miles II. System Implementation Plan 3. System Design • System Functionality: Available ASC • ASCs are given by KPI Grade(A,B,C) & A/R Status( , ) and have email allocation notice • ASC Detail Information will be given by drill-down

  16. Dec 1, 2007 ASC018: 76 miles ASC 23145: 4 miles Select ASC for the call Customer Call ASC 23145ASC 98700ASC 57734 ASC 98700: 5 miles ASC 57734: 8 miles II. System Implementation Plan 3. System Design • System Functionality: Details of ASC • ASC’s feedback gives feedback of initial allocation by “V” and “X” • ASC Work Schedule helps ASC allocation more reliable & effective

  17. Dec 1, 2007 ASC018: 76 miles ASC 23145: 4 miles Select ASC for the call Customer Call ASC 23145ASC 98700ASC 57734 ASC 98700: 5 miles ASC 57734: 8 miles II. System Implementation Plan 3. System Design • System Functionality: Detail Reports of ASC • Performance KPI: Customer Satisfaction Score, Missing ASC by Zip-code, • Reports can be state or local level

  18. II. System Implementation Plan 3. System Design • Main Screens:

  19. II. System Implementation Plan 4. Project Org Chart Project Owner Steering Committee Hangwoo Lee CSD: Sangkyu Park Bob Weis Brian Chi SDSA: Sungkwon Kim Project Manager Jay Reylnolds Technical PM Heetae Shin Business Side SDSA Consulting • Jim Davis • Bill Higdon • Tom Littlewood • Alfred Kucinski • Mark Francisco • Project Leader: Dr. Wonchul Kim • Map & Web Developer: 1 TBD • Web Designer: IS Team • SAP: IS Team

  20. II. System Implementation Plan 5. Roles & Responsibility

  21. II. System Implementation Plan 6. Development Schedule

  22. II. System Implementation Plan 7. Resource Allocation

  23. II. System Implementation Plan 8. Cost Estimation * Travel expenses incurred in association with this project will be invoiced separately at actual cost.

  24. Table of contents Project Overview System Implementation Plan Appendix 1. Evaluation of Solutions 2. Allocating Rules 3. Impact of G-ERP 4. System Support

  25. I. Project Overview: 1. Evaluation of Solutions • Solution Evaluation: Corda 1. Pros: • Have experience • No additional license 2. Cons: • Lose visibility across boundary • Less visual effect on coverage • Less scalability & performance

  26. Dec 1, 2007 ASC018: 76 miles ASC 23145: 4 miles Customer Call Select ASC for the call ASC 23145ASC 98700ASC 57734 ASC 98700: 5 miles ASC 57734: 8 miles I. Project Overview: 1. Evaluation of Solutions • Solution Evaluation: Google Map & MS MapPoint 1. Pros: • High compatibility & scalability • Excellent visibility overall • Better visual effect on coverage 2. Cons: • Additional License • New development

  27. V. Appendix 2. Allocating Rules • Rule I Process Flow:

  28. V. Appendix 2. Allocating Rules • Rule II Process Flow:

  29. V. Appendix 2. Allocating Rules • Rule for H/A Process Flow:

  30. V. Appendix 2. Allocating Rules • Rule for C/E Process Flow:

  31. V. Appendix 3. Impact of G-ERP • Impact of G-ERP: • ASC Locator will interface with CIC System and NA1 • CIC System has little impact on G-ERP Project • ASC Locator down-load ONLY A/R & Credit for ASC for NA1 • Eventually, ASC Locator has little effect on G-ERP

  32. V. Appendix 4. System Support • Support & Maintenance: • Web: Service IS Team • Web System: Service IS Team & NJ Data Center • SAP: Service IS Team • Operation Process: SDSA User Web Master Service IS Team Requests Analysis of Requests Resolve Requests Result Confirm Requests Resolved Yes

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