【正文】 promotions Order Fulfillment Store Pick, pack, ship bill, collect Strategic Planning Planning Control Product Development Test die Build die design Production Product made Procurement Buy material Store issue Order Generation Order entered promotion In Stock Work order Sales order product Requisition Materials Line time New Dies Goals/plans Performance reports Price targets Yes No Human Resources / Systems / Maintenance / Facilities Support processes Corp. Gov. 6% 7% 4% 48% 22% 13% ...... Detailed Process Map Customer Call Center First Level Technical Dep’t Second Level Technical Dep’t Inventory Management Scheduling Logistics Site Technician Escalation RD Call Close Transfer or Reroute Customer informed of Solution Call Transfer Reference docs Predictive call (electronical) Customer calls IVR Routing HW Problem Identify Customer Product SLA Verify Entitlement Validation Completed? Hardware Log Call Rerepair Qualified by Knowledge tools To Process 5 Installation? 1st level product? Reroute Identify Problem Remote solved? HW Problem? Qualification done? Problem ID Identify Part Identity Delivery Method (order parts some countries) Solution skill ID Disp needed? Launches Courier Logistic Process Solution Identified? Validation Identify Preblem ID part ID DM Solution skill Disp needed Customer told 2nd Line will call back Remote or Problem solved? Predictive Group Route to P2 Help required Technical Assistant Researches/ Suggests Solution Identify onsite Resources Order Parts Assign Call (some Delivery method automated) To Installation Process Tech’n dispatched Parts Process CE goes to site collects parts Repair pleted? Finish Repair Escalation Process Process same as Div X RD Process Off Line Validation Close call Close call Close call No No No Yes Yes No Yes Yes No No Yes Yes No Yes Yes No Yes No Yes No Yes Yes No Yes Yes No No Yes No No Yes Yes No No Yes Service Delivery Process ...... Activity Cost Results Activity Driver Driver Qty Activity Cost $ / Unit Credit Control Transactions 1,893 36,414 3 Piece Height Dia Changeovers 20 171,200 8, 3 Piece Height Changeovers 59 43,850 Ink Mixes 6,401 68,276 Products Costed 115 5,550 Traded Sales Transactions 866 7,162 Plant 7 Works Order Issues 40,551 48,084 Hrs. Run 3 Pc. Good Products 22,261 1,305,303 Hrs. Run DRD Good Products 14,477 1,100,338 Hrs. Run Marq. Good Products 9,078 1,205,748 Hrs. Run Rect. Line Good Products 2,981 410,534 ...... ABC Process Analysis: Thoughtful Interaction Service Delivery Process Customer Call Center First Level Technical Dep’t Second Level Technical Dep’t Inventory Management Scheduling Logistics Site Technician Escalation RD Call Close Transfer or Reroute Customer informed of Solution Call Transfer Reference docs Predictive call (electronical) Customer calls IVR Routing HW Problem Identify Customer Product SLA Verify Entitlement Validation Completed? Hardware Log Call Rerepair Qualified by Knowledge tools To Process 5 Installation? 1st level product? Reroute Identify Problem Remote solved? HW Problem? Qualification done? Problem ID Identify Part Identity Delivery Method (order parts some countries) Solution skill ID Disp needed? Launches Courier Logistic Process Solution Identified? Validation Identify Preblem ID part ID DM Solution skill Disp needed Customer told 2nd Line will call back Remote or Problem solved? Predictive Group Route to P2 Help required Technical Assistant Researches/ Suggests Solution Identify onsite Resources Order Parts Assign Call (some Delivery method automated) To Installation Process Tech’n dispatched Parts Process CE goes to site collects parts Repair pleted? Finish Repair Escalation Process Process same as Div X RD Process Off Line Validation Close call Close call Close call No No No Yes Yes No Yes Yes No No Yes Yes No Yes Yes No Yes No Yes No Yes Yes No Yes Yes No No Yes No No Yes Yes No No Yes ABC ACTIVITY 524 CALL RECEIPT $ ABC ACTIVITY 355 CUSTOMER QUALIFICATION $ ABC ACTIVITY 274