Enterprise Directions

Enterprise Directions

Motivation Diagrams

Metamodel of Motivational Concepts

Concepts Legenda 1/2

Notation Definition

The role of an individual, team, or organization (or classes thereof) that represents their interests in, or concerns relative to, the outcome of the architecture.

Something that creates, motivates, and fuels the change in an organization.

The outcome of some analysis of some driver.

An end state that a stakeholder intends to achieve.

Concepts Legenda (2/2)

Notation Definition

A statement of need that must be realized by a system.

A restriction on the way in which a system is realized.

A normative property of all systems in a given context, or the way in which they are realized.

Relationships Legenda

Relationship Intention Notation

Aggregation Aggregation models that some intentional element is divided into multiple intentional elements.

Realization Realization models that some end is realized by some means.

Influence

Influence models that some motivational element has a positive or negative influence on the realization of another motivational element.

Enterprise Directions Context

ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction

DevelopmentLeadership

Improve theManagement

ImprovePersonnel Quality

Excell in theDesign Process

Value forShareholders

QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality

BecomeMarketing Driven Improve

Purchasing

Management Improvement


Your CompanyBest in Class

Corporate Culture DeterioratingUnion Relations

CoreCompetence

Focus

RegulatoryCompliance

Innovation

F&AImprovement

BusinessPlanning

SalesImprovement

OperationalEfficiency

LeadershipBuilding

Know ledgeBased System

CommunityAw areness

ImproveManagementProcesses

BusinessModeling

HR Strategy

ProductivityIncrease

Management Processes

SecurityPlanning

ResourceDevelopment &Management


ProcessMangement

Stakeholder &External

Relations Mgmt

CorporateStrategy

Product &Infrastructure

LifecycleManagement

High LevelPlanning

Knowledge &Research

Management

Line of BusinessPlanning

StrategyImplementation

EnterpriseEffectiveness Mgt

Enterprise Effectiveness Management

Enterprise Effectiveness Mgt

Environmental Influences

Customers

Competition

CompanyProducts

CompanyResources

Shareholders

- Regulations

Government

- interest rates- demand- prices

Economy

- Group Actions

Culture

CompetitionProducts

CompetitionResources

Suppliers

ResearchLabs

LaborAgencies

Banks

Segment A

Segment C

Segment D

Segment B

Technology

- Materials- Equipment- Software

Capital

Talent

Invoices

Payments

Returns

Refunds

Orders

Services

Needs

Earnings

Investments





CoreCompetence

Focus


Innovation

F&AImprovement

BusinessPlanning

SalesImprovement


LeadershipBuilding


CommunityAw areness


BusinessModeling

HR Strategy


Organizational Intelligence

Organizational Intelligence Service

Communication & Collaboration

Sense-Making

Knowledge& Memory

Learning &Developme

nt

KnowledgeDeployment

Decision &Policy

InformationGathering





CoreCompetence

Focus


Innovation

F&AImprovement

BusinessPlanning

SalesImprovement


LeadershipBuilding


CommunityAw areness


BusinessModeling

HR Strategy


Sales Improvement

Improve SalesProcesses

Effective Distribution

Emerging MarketsSales Improvement

Better Forecasting

Additional Sales

Sales & Distribution

Sales ContractManaging

Sales OrderManaging

Price Managing

ProspectsManaging

Sales

eCommerceSales BackOffice Services

ChannelManaging

Direct SalesServices

QuotationManaging

Sales Improvement

Improve SalesProcesses

Effective Distribution

Emerging MarketsSales Improvement

Better Forecasting

Additional Sales

Sales Growth Prism

Sales ProcessesFacet

Sales LearningFacet

Sales ProductivityFacet

Customer RevenuesFacet

Improve

Commision

PayoutsImprove

Communication

Add/Retain High

Value CustomersIncrease

Revenue per

Customer

Reward Lead

Generation

Optimize

Employee Skills

Increase Sales

Efficiency

Customer

Benefit

Introduce Sales

Process

Grow Revenues

Better

Forecasting

Increase

Pipeline





CoreCompetence

Focus


Innovation

F&AImprovement

BusinessPlanning

SalesImprovement


LeadershipBuilding


CommunityAw areness


BusinessModeling

HR Strategy


Business Planning

Business Planning

AvoidMisunderstandings

Discover Waste /Inefficiencies

Business ProcessReengineering

Improve BusinessProcesses

Make AccurateDecisions

Accurate PlanningTransform

ChangingBusiness World

Tight Budget





CoreCompetence

Focus


Innovation

F&AImprovement

BusinessPlanning

SalesImprovement


LeadershipBuilding


CommunityAw areness


BusinessModeling

HR Strategy


F&A Improvement Context

ImproveBudgetingProcess

Improve AssetsManagement

Process

Improve CapitalExpenditure

Process

Improve CostControl Process

CurrencyManagement Project

Eliminate DuplicateContractor Payments

Define NewFinancial Proces ses

ABM - ABC

Improve FinancialProcesses

Improve Costs /Profits Ratio

Assets ROIImprovement

Increas eNet Profit

F&AImprovement

EconomyTurmoil

Funding

F&A Mission - Prism

Internal ProcessesFacet

Financials Facet

Customers Facet

Learning & GrowthFacet

Cost Control Theme Leverage / Innovate ThemeSystems Integration Theme

Partner forRequirements

Develop Full Costs byProgram

Maximize Impact ofExpenditures

ImproveAccountabili ty

Improve OutcomeMeasures

Improve EconomicAnalysi s Processes

Integrate Requirements

Report Financial &Non-financial

Embed Cost Culture

Develop a CostCulture

Provide MgmtInformation

Learn BusinessProcesses

Implement CurrentIniti artives

Produce CleanAudi t Positi ons

Maximize use ofAssets

GenerateInvestment Funding

Requirements =Funding

Increase Fundingfor Program

Develop BudgetRequests

Control & ReduceProgram Costs




Process


Process


CurrencyManagement Project

Eliminate DuplicateContractor Payments

Define NewFinancial Proces ses

ABM - ABC




Increas eNet Profit

F&AImprovement

EconomyTurmoil

Funding

Costs / Profits Ratio

ShareholdersSatisfaction


MonitorAssets Usage

Cost ReductionCampaign

MonitorPerformance

StockClearance

No Budget Cuts


Eliminate DuplicateContractorPayments



Process


Process


CurrencyManagement

Project

Define NewFinancial

Processes

ABM - ABC




IncreaseNet Profit

F&AImprovement

EconomyTurmoil

Funding

Financial Processes

Define New FinancialProcesses

CorporateFinance and

Control

Enterprise RiskManagement

TreasuryManagement

General LedgerMgmt

FinancialPlanning

FinancialManagement

Cost Control

CapitalExpenditureAuthorization

AssetsManagement

Budgeting

OperationsBack Office

Financial

FinancialStrategy Setting

CustomersAccountancyManagement

DealersAccountancyManagement

SuppliersAccountancyManagement


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Enterprise Architecture

Implement an EA

Build a Basel ineArchitecture

Bui ld a TargetArchitecure

Develop aSequencing Plan

Publ ish anApproved EA

Operations &Customer Focus

Related Process

ContinuouslyChange

Total Participation

Notional EAOrganization

ContinuousImprovement

Data Must BeCollected From

Experts

Minimize theBurden of Data

Col lection

Reflect theStrategic Plan

EnterpriseDrivers

StandardizedBusiness

Processes

Projects LastFew Years

Define theScope

Faci l i tateChange

TechnicalDiversi ty

EnterpriseConsol idation

EnterpriseRestructuring

Cost Saving EnterpriseExpansion

BusinessReal ignment

BusinessEfficiency

+++ ++ +

Enterprise Architecture Process

ObtainExecutive Buy-in and Support

(The decomposition of this task isthe same as for Baseline

Architecture)

Develop TargetEnterprise

Architecture

DevelopBaseline

EnterpriseArchitecture

Use theEnterprise

Architecture

Define anArchitectureProcess and

Approach

Maintain theEnterprise

Architecture

Develop theSequencing

Plan

EstablishManagementStructure and

Control

Oversee theEA Program

PRM

Step 1 Step 2

Step 3

Step 4

Step 5Step 6

Step 7

Step 8


Implement an EA






Related Process

ContinuouslyChange

Total Participation




Experts


Col lection


EnterpriseDrivers


Processes


Define theScope

Faci l i tateChange

TechnicalDiversi ty





BusinessEfficiency

+++ ++ +

Notional EA Organization

EACT

EnterpriseArchitecture Core

Team

CCB

ConfigurationControl BoardBusiness and

TechnicalRepresentatives

TRC

TechnicalReview

Committee

Business LineOrganization

EA ExecutiveSteering

Committee

StaffOrganization

(CIC)

CapitalInvestment

Council

Business UnitManagers

SME

Subject MatterExperts

(QA)

EA QualityAssurance

SeniorArchitecturalConsultants

Chief Architect

DomainOwners

ITConfiguration

Manager

Division /Business

Unit Heads

SeniorArchitectureConsultants

CIO

InfrastructureArchitect

SeniorProcurement

CEO

IT Line

TechnicalWriter

SeniorRepresentativ

es

SecurityArchitect

SeniorBudgetOfficial

IT Evaluator

IT RiskManager

DataArchitect

BusinessArchitect

CEO Deputy

SystemsArchitect

CFO


Implement an EA






Related Process

ContinuouslyChange

Total Participation




Experts


Col lection


EnterpriseDrivers


Processes


Define theScope

Faci l i tateChange

TechnicalDiversi ty





BusinessEfficiency

+++ ++ +

Enterprise Drivers

Infrastructuresare Expensive

Plants areObsolete

Facilities areObsolete

Product Linetoo Narrow

Disalignmentwith Market

Expectations

Slow MarketGrowth

Image Decline

SlowDevelopment

Weak MarketingSkills

Next-ReleaseSyndrom

ECOs Rate toohigh

Substitute Products

DevelopmentCost too High

Distribution isInefficient

BargainingPower

High RelativeCosts

Information isSegregated

Sales Shrinkage

Changing BuyerNeeds

Products arenot Competitive

ProductComplexity

Poor ProductQuality

Manual Design

Information isnot Reused

Lack of Skills

Lead Time tooLong

LittleManagerial

Talent

Competition

Incentives areConflicting

EmployeeDemotivation

DeterioratingUnion Relations

DepartementalBarriers

No clearStrategicDirections

OwnershipLacking

Falling behindin R&D

Decisions areLengthy

Communicationis poor

Resistance toChange

Sub-parProfitability

Follow upCriteria are

Missing

Delivery Delays

CrummyAssistance

CustomerComplaints

Customers areUnloyal

Bank Interests Foreign Affairs

Standards

AdverseDemographic

Changes

ImpendingEconomicDownturn

CostlyRegulatory

Requirements

PublicInfrastructure

EnvironmentalAwareness

Legislation withAdverse Impact

Product RelatedDrivers

Politics &Legislation Drivers

DevelopmentRelated Drivers

ManagementRelated Drivers

Economical Drivers Other Drivers

Enterprise Drivers

Plants & FacilitiesDrivers

CustomersRelated Drivers

Sales & MarketingDrivers

HR Related Drivers Financial Drivers


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Effective Governance

Effective Governance

Deploy

Governance and

Control Tools

Programs /

Projects

Monitoring

Process

Improvement

Business

Modeling

Roles /

Authority

Clarification

Business / IT

Alignment

Strategy

Sharing

Improve

Customer

Operations

Unions

SatisfactionIncrease

Customer

Revenues

Productivi ty

IncreaseTime-To-

Market

Reduction

Assets

ExploitationContinual

Improvemen

t

Operations

ControlDefine

Sales Focus

++ ++ +++ ++


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Invest in Systems

InformationOverload

Technology

Collaboration

Evolve from Datato Wisdom

IT ComplaintTracking

Define ITProcesses

Business / ITAlignment

Deploy ITTechnologies

Invest in Systems

WMS Tools

ImproveSystems

Development

Assure DataAccess

RequirementsMgt Tools

NavigationRequirements

Fulfi llment

CAE

ImproveWork Flow

IT Processes

SystemMaintenance

IT SecurityInformationManagement

IT Lifecycle /Change

Management

Provide ITUser Support

Develop andOperate ITSystems

IT Risk Mgmtand Mitigation

ITInfrastructureManagement

Define ITProcesses


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Personnel Quality


EmployeeMotivation

Affiliation Sense

Role/AuthorityClarif ication

EmployeeCommittment

Job Enrichment

Team Building

Human CapitalEnhancement

Employee Rotation

Netw orkSharing

Know ledgeIncrease

StrategySharing

Attract & RetainBest People

InformationSharing

SpecialTraining

PeopleInvolvement

Leadership

Nature of Work

PeopleEducation

ManagementStyle

IndustryKnow ledge

LittleManagerial

Talent

High Skill Level

EmployeeDemotivation

Incentivesare

Conflicting

Improve HRProcesses

Improve HR Processes

Improve HRProcesses

EmployeeInvolvement

Payroll Monitoring HR Management


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Value for Shareholders Prism

Learning and GrowthFacet

Customers CareFacet

Customer ProcessesFacet

Revenue GrowthFacet

Database network onoperational

performance

Re-align organizationwith core competencies

Training on bestpractices in cost

management

High Skill Level

Customer Serv ice

Employ eeSatisfaction

Grow Rev enues

Improv eOperationalEf fectiv ness

ResourcesUtilization

OutstandingLeadership

Increase MarketShare

CustomersRelations

Optimal CostEf fectiv e Serv iceReduce OperatingCosts

Fast Deliv ery

Improv eOperationalEf f iciency

OperatingImprov ements

IncreaseCustomer

Prof itability

New Sources ofRev enues High Utilization of

Assets

Lower Costs

Reduce Non CoreActiv ities

Expandknowledgedistribution

Satisf y Customers

Improv e QualityTime-To-Market

Acquire MoreCustomers

Retain Customers

Leader in PricingEnhance Image Enhance

Reputation


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Production Excellence

Improve Production

Process PlansImprovement

Production CostsReduction

Lead TimeReduction

PlantImprovement

CapacitySaturation

OptimizeProduction

Process

Quality Control

OptimizeProduction Mix

InventoryReduction

WIP Reduction

VersatileManufaturing

ManufaturingPlanning

Automation

ManufacturingEngineeringAutomation

Productivity Time To Market Poor ProductQuality

DeliveryDelays

Lead Time tooLong

Production Processes

ImproveProductionProcesses

ManufacturingStrategy Setting

Production &MaterialsPlanning

ManufacturingMaterials

Procurement

ManufacturingOversight

Assemble /PackageProducts

Make Products

Make or BuyPlanning

Subcontracting

Plant InventoryManagement


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Marketing Orientation

Major AccountsMgt

EnhanceDistribution

Play theProduct Mix

Global MarketAnalysis

Customer FocusGroup

Improve MarketingCampaigns

MarketLeasdership

Profitable Growth

Become MarketingDriven

Marketing Campaigns

ResellersCampaigns

Autom ateCampaignSelectionProcess

Decline Rateof

Unsuscribing

Rise Effectof Marketing

LeverageMultichannels

ImproveMarketing

Campaigns

High ChurnIT PlatformSupport

StrongIdeas

CompetitorsIncentives

Lack ofVis ibility

Promotions/ Incentives

ResellerUnloyalty


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Industry Rank

Create new Adsand Promotion

Campaigns

Retrain Dealers

Push FlagshipProducts

DevelopNew Products

Do MarketResearch

< below 2.0 >

Reduce D/ERatio

< by 13% >

GrowRevenues

< by 14% >

Grow NIAT

Market ShareIncrease

Expand theMarket

BroadenBrand Appeal

Get NewCustomers

Raise IndustryRank

New marketspenetration

AdditionalSales

ImproveMarketing

Acquire MoreCustomers

Enhance Image

Improve Marketing

Forecas tingCapability

Improvement

Lifestyle

Key CustomersIncrease

Brand Reputation

Groups ofInterest

Speed

Agility

Corporate Image

MarketUnderstanding

MarketSaturation

Perceived ValueIncrease Develop

MarketingProjects

Define NewMarketingProcesses

Competition

Get NewCus tomers

Market Dynamics

MarketingEffectiveness

Caliber ofManagement

Competitive Edge

Enhance Image

Cus tomersRelations

New marketspenetration

ImproveMarketing

Marketing Processes

Define NewMarketing Processes

MatchingDevelopment &Effectiveness

ProductMarketing

MarketingCampaigns

MatchingSupply and

Demand

ProgramsManagement

ConsumerServices

ManageProduct

Inventory

Category /Brand Strategy

Brand P&LManagement

MarketResearch &

Analysis


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Development Cost Reduction

ReduceDevelopment Costs

Prototypes CostReduction

InformationAccess &

Distribution

DocumentationMass

Reduction

EmployeeCost

Reduction

ChangesReduction

NewSupplies

Reduction


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Design Excellence

No Last-minuteChange Requests


Fast Draw ings &Documentation

Effic ientInformation Flow

Low er ChangeRequests Rate

Easy InformationRetrieval

Increase ProductLyfe Cycle

Design TimeReduction

Low erInnovation Costs

Few PhysicalPrototypes

Design CostsReduction

Empow eredConceptual

Design

Multi-Disciplinary

Teams

DesignProcessMetrics

QFDDeployment

DesignMethodologies

Voice of theCustomer

Product Quality


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Development Leadership

SimultaneousEngineering


Cost Effectiveness

Cost / PerformanceTradeoff

Simulation BasedAcquisition

Virtual Modeling

Global DesignOptim ization

VirtualPrototyping

End-to-End Traceability

RapidPrototypes

His torical Data Reuse

Modular Design

Model Driven Design

(Prism)

DevelopmentInnovation

Dis tributedDevelopment

Feature BasedDesign

Product Quality

ProductFunctionality

ProductDurability

ProductReliability

ProductConformity

Parametric Design

Product Simulation

Improve ProductDesign

Optim izeProduct Portfolio

AdditionalSales

AcquireMore

Customers

+

+

Improve Product Design

Improve Product Design

InnovationVocation

Short ProductLife Span

ProductComplexity

High RelativeCosts

SlowDevelopment

Product Linetoo Narrow

Commoditization

Product ChangeControl

QualityOrientation

Partnering withCustomers

Customer First

Time-To-Market

Cope withProduct

Complexity

MonitorDevelopmentProcesses

CAD Diffusion

OpenCommunications

StandardizeComponents

InformationSharing

QFDDeployment

DesignMethodologies

CustomerReqm'ts

Fulfillment

Assure DataAccess

Change Culture

PLMDeployment

Product Change

No CorrectiveActions

Improve ProductChange

ManageProduct Data

ManageComplexity

CollaborativeDesign

StandardsUsage

DefineProcess

Objectives

DefineProduct

Requirements

SynchronizeBOMs

Consider AllConfigurations

InstantOverview

FastSearch

Manage theChangeProcess

Minimize DataStoring

SingleDatabase

ReduceCarrying Costs

ProductsQuality

Engineering Changes

CM Specialist CRBDesigner CIBM ulti Functional Team

ConfigurationChecking

Measurement

Evaluate theSize ofChange

ImpactEvaluation

Rejection orPostponeme

nt of ECR

Version &ReleaseMgmt

Create aChange Plan

BaselineCreation &Release

CIIdenti fication

Info Del ivery

Val idate andSpl i t Order

ChangeExecution

GenerateECR

ReleaseNew

Documents

Create aChangeOrder

CIBEvaluation

FastT rack

Service

DFMEAService

ProductStructure

Report toStakeholder

DerivationHistory

Answer toUser

Rejection Note

Baseline

ECO

ECR ECN

smallchange


SimultaneousEngineering


Cost Effectiveness

Cost / PerformanceTradeoff

Simulation BasedAcquisition

Virtual Modeling

Global DesignOptim ization

VirtualPrototyping

End-to-End Traceability

RapidPrototypes

His torical Data Reuse

Modular Design

Model Driven Design

(Prism)

DevelopmentInnovation

Dis tributedDevelopment

Feature BasedDesign

Product Quality


ProductDurability

ProductReliability

ProductConformity

Parametric Design

Product Simulation

Improve ProductDesign

Optim izeProduct Portfolio

AdditionalSales

AcquireMore

Customers

+

+

Product Innovation Prism

People Readiness Facet

Financial Strength Facet

Customer Health Facet

Design Processes Facet

DesignersCompetence

Creativity inProduct Design

Reduce Cost /Revenue Ratio

Design ToolsDeployment

Grow Revenues


DevelopmentLeadershipIncentives to

Designers

PromoteCustomerPurchases

SatisfyCustomers

Maximize theReturn on Equity

ProductAcceptance

DesignersMotivation

Revenues fromCustomers

ArchiMate_Inf luence_32


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

QFD Deployment

QFD Deploy ment

CustomerReqm'ts Fulf illment

RequirementsComplexity

Improv e QFDProcesses

MarketOpportunitiesExploitation

Dev elopmentProcess

Improv ement

ProductsPerf ormance

ProductionCosts

Reduction

IncreaseMarket Share

Prof itIncrease

Dev elopmentCosts

Reduction

Additional Sales ProductsQuality

ProductionProcess

Improv ement

Early ProductsAv ailability

Additional ProductsAv ailability

QFD Processes

Improve QFD Processes

CustomerRequirements

Elicitation

CustomerRequirements

Analysis

Define FunctionalRequirements

HoQ 1 Management


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Quality Assurance

(Preventive Quality)

Reduce ReactiveQuality

Deploy a QualitySystem

(Reactive Quality)

Assure ProductQuality

RegulationsConformity

ProcessStandardization

ProductCertification

ProductConformity

ProcessMonitoring

SystematicMeasurements

QS Certification

QSDevelopment

QS Training

Total Quality

QSGlobalization

ProcessOrientation

Benchmarking

Zero Defects

Quality Mangement System

Quality System Service

QSDocumentation

QS Procedures

Deploy QSCertify QSDevelop QS


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Customers First

Customer FocusDrivers

Focus onCustomerProcesses

CustomerCare

Requirements

Customer FocusFollow theproduct sold in all

its lyfe cicle

Define NewCustomerProcesses

MarketingRequirements

Add/RetainHigh ValueCustomers

CustomerAssistance

Key CustomersInvolvement

SalesRequirements

ImproveCommunication

Deploy a CRMSystem

IncreasePipeline

CustomerChoices Control

IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting

MonitorCustomerProcesses

Customer Processes

Define New Customer Processes

CustomerQoS/SLA

Management

ProjectMonitoring

Spare PartsInventory Mgmt

UnderstandCustomer

Needs

Track andReport

ProspectResult

AssessingPurchasingSatisfaction

DefineCustomerContactPolicies

CustomerDirectory Mgmt

ProjectPlanning

CustomerRelation

Management

Installlations CustomerRelationship

Planning

CustomerRelationshipStrategies

CustomerSupport

CMS DataMaintain

Customers First



CustomerCare

Requirements


its lyfe cicle




CustomerAssistance


SalesRequirements


Deploy a CRMSystem

IncreasePipeline


IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting


Customer Assistance

ImproveCustomer

Assistance

Quick Repliesto

CustomerComplaints

On-site Support

On-lineCustomers

Training

MaintenanceEfficiency

MaintenanceEffectiveness

Help Desk

AssistanceSpecialization

No secretaryfiltering

Customers First



CustomerCare

Requirements


its lyfe cicle




CustomerAssistance


SalesRequirements


Deploy a CRMSystem

IncreasePipeline


IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting


Special Customer Processes

Monitor Customer Processes

CustomerAccountServicing

AccountManagement

CustomerReturns Mgmt

Customers First



CustomerCare

Requirements


its lyfe cicle




CustomerAssistance


SalesRequirements


Deploy a CRMSystem

IncreasePipeline


IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting


Customer Focus Drivers

CustomerComplaints

MarketingEffectiveness

CustomerOrientation

Effective CustomerService

Customers areUnloyal

Crummy Assistance

Customer Focus

Customers First



CustomerCare

Requirements


its lyfe cicle




CustomerAssistance


SalesRequirements


Deploy a CRMSystem

IncreasePipeline


IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting


Value for Customers Prism

Productivity ThemeRevenue Increase Theme

Customer OrientedProcesses Facet

People ProductivityFacet

Customer LoyaltyFacet

ProfitabilityIncrease Facet

Fast Delivery


MinimizeCustomersProblems

IncreaseOperational

Effectiveness

PerceivedValue Increase

Quick Repliesto CustomerComplaints

EmployeeCommittment

New ProductsDevelopment

SalesFocussing

IncreaseRevenue

Opportunities

StrategySharing

EmployeeCompetence

High SkillLevel

ConsultativeSelling

Customers First



CustomerCare

Requirements


its lyfe cicle




CustomerAssistance


SalesRequirements


Deploy a CRMSystem

IncreasePipeline


IncreaseRevenue

per Customer

Value forCustomers

BetterForecasting


Add/Retain High Value Customers


AccountManagement

Key AccountCriteria

Account MgtBenefits

Key AccountingAvantages

Market Volatility

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account



AccountManagement

Key AccountCriteria

Account MgtBenefits


Market Volatility

Account Management Benefits

Benefits for Sales Benefits for Customers

Account Mgt Benefits

- Better product information

- Better information on services

- Better understanding of reimbursement

- Better product benefits knowledge

- Ability to raise individual profile

- Increased end users

- Provide resource input

- Improved customer insight

- Understanding of customer needs

- Understanding of usage patterns

- Better product knowledge

- Better access to marketing material

- Better competitor information

- Improved performance information

- Measurable goals

- Link between Business Plan strategyand customer strategy



AccountManagement

Key AccountCriteria

Account MgtBenefits


Market Volatility

Key Account Criteria

Key account classification criteria Account screening criteria

Key AccountCriteria

- Ability to sustain long term profitable

relationship ($X net over Y years)

- Account values products and services

as distinct from competition

- Relationship has strategic value and

can create differential advantage by

serving the customer

- We can create considerable barrier

to entry by serving the customer

- Customer relationship based on more

than price negotiation

- Potential for growth greater than the

current major clients

- Customers responsible for ( example

factor 80%) of revenue

- Customer with over (example factor:

$ 1.5 mio) sales

- Customer with potential of (example

factor: $1.5 mio. sales within 2 years)

- Customer generating ( example factor:

$800’000) profit

- Customer responsible for ( example factor:

?2 or more %) of the market in units or value

- Customer with contribution (example

factor: > 5%)

- Opinion leader influences ( example

factor: 20% )



AccountManagement

Key AccountCriteria

Account MgtBenefits


Market Volatility

Key Accounting Avantages

Key Accounting Avantages

* Increase sales effectiveness by pursuing high potential accounts and opportunities

* Increase market share and revenue within existing accounts

* Increase profitability through development of the appropriate product & service offering for the customer.

* Provide opportunities to contribute to the success of the customer

* Improve customer retention through stronger relationships and increased client satisfaction

* Facilitate the allocation of marketing and sales resources


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Improve Purchasing

Control theQuality ofPurchases

Control DeliveryTimes

ContainPurchase Costs

Better PurchasesBetter Suppliers

ExtendedEnterprise

SuppliersAuditing

SuppliersSatisfaction

ImprovePurchasingProcesses

SuppliersSelection

No waivers

GlobalProcurement

NetworkSharing

Delay Penalties Just in TimeDaily Control

ImprovePurchasing

SupplierRelation

Purchasing Processes

SupplierDirectory Mgmt

SuppliesInventory Mgmt

AssessingPurchasingSatisfaction

SupplierRelationshipStrategies

SuppliersQualification

SupplierPartnering

SupplierRelationship

Planning

ImprovePurchasingProcesses

Supplier BaseMgmt

SupplierPayment

PurchasingOversight

Procurement


ManagementDomain

Quality Domain

Product Domain

Market Domain

ImproveProduction






QFD Deployment

Implement an EA

EffectiveGovernance

Customer Focus

ReduceDevelopment

Costs

Invest in Systems

ImproveOperations

Raise IndustryRank

Total Quality


Purchasing

Operations Improvement

LogisticsImprovement

Assets MgtImprovement

ProductionOverheadsReduction

FlexibleManufacturing

System

FactoryAutomation

ManufacturingImprovement

DeployLogisticsSystem

ImproveLogistics

Processes

PlantSimulationSoftware

MonitorAssets Usage

ImproveOperations Globalization


Operational Efficiency Prism

Financial StrengthFacet

People ReadinessFacet

Processes SoundnessFacet

Customer HealthFacet

Financial TargetsAchievement

EmployeeMotivation


CustomerProductivity

Cost / RevenueReduction

Reduce CycleTime

SatisfyCustomers

Maximum Returnon Equity

Tools Deployment

EmployeeCompetence

ProcessImprovement

Reduce Reworks

Revenue Growth

OutstandingLeadership

Margin Increase

Incentives

Cost Reduction

Time-To-Market

Operations Improvement

LogisticsImprovement

Assets MgtImprovement

ProductionOverheadsReduction

FlexibleManufacturing

System

FactoryAutomation

ManufacturingImprovement

DeployLogisticsSystem

ImproveLogistics

Processes

PlantSimulationSoftware

MonitorAssets Usage

ImproveOperations Globalization


Improve Logistics Processes

ImproveLogistics

Processes

ReceiveProducts

ReceiveCustumerReturns

StoreProducts

MaintainLogistics

Information

LogisticsPlanning

StoreCustomerReturns

WarehousesDesign and

Layout

WarehouseMgmt

Off-siteServices

Execution

StoreCustumerReturns

DeliverProduction

Material

InventoryPlanning

Assortmentand Space

Mgmt

LogisticsStrategySetting