Shows & Trials · 2015-04-29 · Process Document – Shows & Trials Page 2 Document Information Title: Canadian Kennel Club – Shows & Trials Version: 4.3 Status: Draft Purpose

Process Document # 4 – Shows & Trials Version 4.4 - Final Dec 5, 2014 Document Approval Process Owner: Elio Furlan - Director – Events & Operations

Signature: ______________________ Date: _____________________ Tracy Kent - Supervisor - Shows & Trials

Signature: ______________________ Date: _____________________ Sonya Camacho – Data Entry Clerk

Signature: ______________________ Date: _____________________ Marg Fenech – Event Coordinator

Signature: ______________________ Date: _____________________ Note: Your signature indicates that you agree with the contents of this document and that it accurately reflects the “current state” of business operations within your Division at the Canadian Kennel Club.

Process Document – Shows & Trials

Page 2

Document Information Title: Canadian Kennel Club – Shows & Trials Version: 4.3 Status: Draft Purpose of Documentation: This document summarizes the “current state – as is” operational processes and

serves as a baseline for the business process owner and the organization in general to understand;

- End-end operational workflow and metrics - Operational pain-points - Continuous improvement opportunities

This document will be used to formulate the “future state solution requirements” which will be further documented in an RFP.

Document Soft Copy file path: Andrew McCallister to identify document repository location

Document History

Version: Date: Updated by: Comments: 4.0 Nov 12, 2014 Tom Gibson Working draft for review 4.1 Nov 18, 2014 Tom Gibson draft for signature 4.2 Dec 4, 2014 Pamela Harding Team feedback including revisions 4.3 Dec 5, 2014 Pamela Harding Team feedback including revisions


Page 3

Table of Contents Document Information ........................................................................................................................................................................ 2 Document History ............................................................................................................................................................................... 2 Table of Contents ............................................................................................................................................................................... 3 1.0 Process Information ..................................................................................................................................................................... 4 2.0 Process Overview ......................................................................................................................................................................... 5

High-Level Process Description: ......................................................................................................................................................................... 5 Process Objectives: ............................................................................................................................................................................................ 5 Participants (include External participants if applicable): .................................................................................................................................... 5 Inputs / Pre-requisites to this Process (include who is responsible): .................................................................................................................. 5 Outputs / Post-requisites to this process (include who is responsible): .............................................................................................................. 6 Out of Scope: ...................................................................................................................................................................................................... 6 Relevant Policies ................................................................................................................................................................................................ 6 Relevant SLAs / Metrics: ..................................................................................................................................................................................... 6 Location of Supporting Documentation: .............................................................................................................................................................. 6 Additional Information: ........................................................................................................................................................................................ 6

3.0 Glossary of Key Terms ................................................................................................................................................................. 7 4.0 High-Level CKC Mega Process Map ............................................................................................................................................ 8 4.1 High-Level Process Map - Shows & Trials ................................................................................................................................... 9 5.0 Activity Level Process Map – Event Planning ............................................................................................................................. 10 5.1 Activity-Level Process Description – Event Planning ................................................................................................................. 11 6.0 Activity Level Process Map – Event Results .............................................................................................................................. 13 6.1 Activity Level Process Description – Event Results .................................................................................................................... 14 7.0 Activity Level Process Map – Rule Book .................................................................................................................................. 16 7.1 Activity Level Process Description – Rule Book ......................................................................................................................... 17 8.0 Pain Points and Continuous Improvement: ................................................................................................................................ 17 9.0 Process Backup Documents ...................................................................................................................................................... 19


Page 4

1.0 Process Information Business Process Purpose Shows & Trials

Has the mandate to recognize, qualify and approve Clubs to host events (currently 19 different events), qualify and approve judges for these events, as well as review and process event results and post official results against the dog’s registration and the dogs in competition file. This Team also has the mandate to assess fees and invoice Clubs for events. The principle purpose of holding Events is for the participating dogs to achieve points, issue certificates, awards and or titles, which become the official record of recognition by the CKC as governing body. Such recognitions are valued within the dog stakeholder community.

Business Unit Shows and Trials

Business Sub-Processes 1. Event Planning 2. Results

Process Stakeholders (those in addition to the functional units involved):

1. Clubs 2. Exhibitors 3. Judges 4. Members 5. General dog community 6. Various Committees and Councils 7. Board of Directors


Page 5

2.0 Process Overview

High-Level Process Description:

This Team has the mandate to execute on its business purpose and to deliver event planning and results management services by; 1. Recognition of Clubs 2. Processing Club applications to hold events 3. Approving and issuing event numbers (subject to business rules governing each event) 4. Approving events (subject to business rules) and posting events on the CKC website 5. Approving judges for events (subject to business rules governing the qualification of

judges) 6. Reviewing and processing event results and issuing title certificates of achievement 7. Updating the Dog Master file in Registration, the Dog’s In Competition file, Club profiles,

judge profiles, administration and results 8. Collecting fees for event 9. Issuing dog participation numbers (ERN, PEN)

Process Objectives: 1. To ensure that consistent standards and integrity are applied to all Club sponsored Events conducted under the governance of the Canadian Kennel Club.

2. To maintain the official records of all event results and data entry into the CKC database 3. Collecting fees for events

Participants (include External participants if applicable):

Internal • Support services • RICOH • I.T – provide data entry into APPX • Financial services • Communications

External • Clubs (Foreign and Domestic) • Judges (both Foreign & Domestic) • Exhibitor • Members

Inputs / Pre-requisites to this Process (include who is responsible):

Inputs to this process include: 1. Interest by Clubs & Members to hold events 2. Judge Event officiating committee 3. Club Recognition Committee 4. Breed Standards Committee


Page 6

5. Various councils (consisting of members that are expert in the sport / breed 6. CKC Bylaws keeping current with noted policy changes and business rules governing

events, judges and participants. 7. Execute on Strategic Imperatives as mandated by the CKC executive leadership team,

Board and various committees. Note: this Team needs processes and technology to be agile in order to respond in a timely manner to ongoing activity volumes as well as process input changes.

Outputs / Post-requisites to this process (include who is responsible):

1. Event approvals 2. Judge approvals 3. Post official event results (web, certificates, registration records, dog competition file) 4. Title certificates 5. Money owing to CKC for processing of events

Out of Scope: Pricing (make recommendations of fees schedule to Board)

Relevant Policies 1. Rule Book for Events 2. Breed Standards 3. Committees, Councils and bylaws 4. CKC Policy and Procedures – these are available on-line on the public website homepage

as “Useful Resources”. 5. CKC Strategic Imperatives

Relevant SLAs / Metrics: 1. Event approvals 7- 10 business days 2. Judge approvals 7 - 10 business days 3. Results approvals 21 – 36 business days (ranges depending on time of year) 4. Team Productivity Errors quality control 5. Process errors

Location of Supporting Documentation:

TBD

Additional Information: Business continuity risks: high Clubs events are critical to the core business operations of the CKC and a business continuity plan should be documented.


Page 7

3.0 Glossary of Key Terms

Term Definition


Page 8

4.0 High-Level CKC Mega Process Map


Page 9

4.1 High-Level Process Map - Shows & Trials

Event activity oversight and management currently occurs across 19 event categories. Summary of event activity for the period 2012 and 2013 is appended to this process document pages 24, 25.


Page 10

5.0 Activity Level Process Map – Event Planning

Event PlanningC

KC

Clu

b

Support Service - reference number - batch ID

2.

Event Planning - review application - approve events - issue event number

Applies for event through: - fax, mail, email

1.

Support Service - reference number - batch ID - logging

Event Planning - reviews application - approves Judges

Email received from CKC

Applies for Judges - fax, email, mail

4.

6.

Email received from CKC

NOTE: 1. SLA – Target is 7 – 10 days to process steps 4, 7 2. Step 1, 4 is often completed at the same time

corr

ectio

ns

corr

ectio

ns

Event Planning - log event into APPX and log book

3.

5.

Event Planning - log event into APPX and log book

8.

7.


Page 11

5.1 Activity-Level Process Description – Event Planning

Activity Description Input Output Systems Used

Additional Information

1.0 Club applies for event

Application form Application submission to CKC via email, fax, mail

Email

2.0 CKC Event Application receipt Handling of applications by Ricoh and Support Services Team

Reference number and batch ID

Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning; Club contacted if questions

3.0 Log into event log & APPX Reference number and batch ID from Support Services

Log entry into APPX

APPX

Excel spreadsheet log

4.0 CKC Application approval Event Planning Team applies business rules to application

Event schedule is reviewed and approved

Approval of event

Scheduling for event

Event number issued

APPX

Mapping program (Microsoft Streets and Trips) for mileage calculations

Google Maps

Problems with sync issues and scheduling “priority dates in the system; IT guess work on dates require manual effort to issue letters, audit dates and rework with Clubs to confirm; throws off other Club calendars which may have domino effect

5.0 Club applies for judges Application form Application submission to CKC via email, fax, mail

Email

6.0 CKC Judge application receipt Handling of applications by Ricoh and Support Services Team


Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning


Page 12

7.0 Log into event log & APPX Reference number and batch ID from Support Services

Log entry into APPX

APPX

Excel spreadsheet log

8.0 Judge Approvals Business rules applied to judge application for event(s)

Approval of judges for event(s)


Page 13

6.0 Activity Level Process Map – Event Results

Event ResultsRe

sults

Own

ers

Supp

ort S

ervic

esCl

ub

Support Service - logs event number - applies reference number - batch - take money & deposit

2.

Submits event results1.

Mail received - invoice

Log event into APPX and log book

Data Entry Clerk - mark and enter

Issue Title Certificate - points updated in system - F2/F4 - close reference number - create print job in APPX

3.

4.

6. Proof Results - audit event - audit eligible titles - proof and process

5.

Print - batches - invoice for Club - certificates & labels

7.

Audit & Update - registration records - invoices - certificates

Mail documents

8.

9.

Mail received - certificates

SLA for processing results is 21 – 36 days currently running at ~ 48 days due to resource constraints and IT processing related issues


Page 14

6.1 Activity Level Process Description – Event Results



1.0 Club submits results

Club mails in event results containing event catalogue, judge books and assorted paper

Manual Better documentation of client requirements

2.0 CKC receipt of event results Handling of results by Ricoh and Support Services Team


Manual Opportunity to automate workflow and reduce handling between Support Service and Event Planning

3.0 Log event

Sort/prepare for processing

Reference number and batch ID from Support Services

Event log updated in APPX and Green Book

APPX,

Green Book

4.0 Data Entry Event documents Data results input into system by Results Team

Audit of Titles

APPX This step could be automated

5.0 Proof Results Data entry completed in step 4

Print review sheets

QA audit of event

Audit eligible titles

Manual

6.0 Issue Title Certificates QA completed in step 5

Run F2 & F4 in APPX to create print job, Dog Master & competition file updated

Print job created in APPX

APPX Approx. 65 titles need to be processed manually via Word Doc through mail


Page 15

7.0 Print Batches F2 & F4 print jobs have been run in APPX

Hard copies of certificates, awards, invoices available for audit by Results Team

APPX

Planet Press

8.0 Audit and update Hard copies received back from Support Services for audit

QA audit of registration records, certificates and invoices

APPX Manual

9.0 Mail invoices & certificates Hard copies for mailing

Support Services for mailing

Mail items to Club / Owners

Manual


Page 16

7.0 Activity Level Process Map – Rule Book / Breed Standard Book

Rule Book

RIC

OH

Gra

phic

sC

omm

ittee

&

Cou

ncil

Mem

bers

Yve

tte Review & Respond

2.

Creates Rule Book1.

Prints Adds to inventory

Reviews formatting Prepares for print

4.

Rule Book is updated3.

5.


Page 17

7.1 Activity Level Process Description – Rule Book



1.0 Data is collected at the Head Office and a Rule Book is created

Create or incorporate changes to Rulebook

Draft of Rulebook Quark

Word / PDF

InDesign

2.0 Book is sent to Council for feedback Rulebook draft Comments/queries/suggestions from council / committee

Email

PDF

3.0 Feedback returned to Yvette, updates made

Feedback from the council

Updated Rule Book

4.0 Graphics team reviews formatting, fonts, etc.

Final approved draft Final Copy Manual

Quark

InDesign

5.0 RICOH will print and add the document into inventory

Final document from graphics approved by Shows & Trials

Bound documents

Inventory updated

8.0 Pain Points and Continuous Improvement:

Description Requirement

1 Self Service for Clubs Opportunity • Portal based • Ability to change Club Officers • Ability to change propose priority dates • Ability to assign multiple contacts

2 Submit applications online

Opportunity • Club has its own portal (similar to 1) • CKC event application forms completed online, business rules run in the background • Approval provided online at end of application process and event number provided Unless

application is rejected / incomplete)


Page 18

3 Electronic funds transfer Opportunity Ability to transfer funds from Clubs directly into CKC account

4 Electronic Event Results Opportunity Ability for Clubs to submit event results online through Club portal

5 New Product / Service Offering Opportunity Broker entry services for member across multiple events

Estimate $50k/ year at $1.50 -$2.00 / entry

6 Portal for Judges Opportunity Do qualification testing online

7 Event – CKC Productivity & Statistics Reporting

Opportunity / pain point

This is all currently manual

Require ability to generate reports by event, by club, by region, by event type etc.

Require better analytics capabilities

9 Conformation judges Opportunity / pain point

Currently all tracked manually on a spreadsheet

Require ability to track progress of “permitjudges” through probationary period by tracking dogs judged and assignments

10 Online Judge Profiles Opportunity Ability to update their profiles with member number, account number, judge name etc.

11 Pairing of Judges Opportunity All currently done manually for “performance events”; some automation of business rules; all data for judges, clubs and dogs resides within APPX database but could be tied together better

12 Premium lists Opportunity Should be one stop shop on CKC.ca

13 Call centre Pain point Pain point; based on limited knowledge are quick to handoff inbound calls regarding events to Event Planners impacting productivity of Team

14 Performance events numbers Pain point Can’t be generated; currently all manual

15 Title Certificates Opportunity Download from CKC.ca

16 Grand Champion “Excellent” Pain point Staff has to go through record sheets manually, data is not transferred in APPX, and manually issue the certificate as appropriate. Note; Grand Champion works in system today

17 Versatility Titles Pain point Currently all done manually

18 “Listed dog” vs. “registered dog” Pain point Reconciliation of multiple dog records is manual for same dog

19 Junior handling Pain point Problem with tracking “junior handling” vs. “registered member” points for same person. Also problem with zones for Junior handlers.

20 Green Book Pain point Book is manual record of events tracking chronologically. Used to prioritize work and for resource planning statistics.

21 Dog Name Pain point Some names are too long for the certificates (current max 32 characters); this issue can also “hang reports” being generated


Page 19

22 Award cancellations Pain point Team needs to manually correct on backend if awards are reversed; this is done through Word Doc that is posted on the web site as a PDF as footnote to awards. However, public view on web cannot be changed.

23 Altered dogs (spayed / neutered) Pain Not currently programmed

24 Microsoft Streets & Trips Pain Microsoft no longer supports, need new mileage software to perform these calculations

25 Reporting Opportunity Automate existing exel reports e.g. Event Summary Activity; provide improved platform for operational reporting and analysis

9.0 Process Backup Documents


Page 20


Page 21


Page 22


Page 23


Page 24


Page 25


Page 26


Page 27

LIST OF CKC EVENTS 1. Agility Trial

2. Beagle Field Trial

3. Conformation Show

4. Specialty Conformation Show

5. Field Trial Conformation Show

6. Draft Dog Test

7. Earth dog Test

8. Field Dog Test

9. Herding Trial

10. Junior Handling

11. Lure Coursing

12. Obedience Trial

13. Specialty Obedience Trial

14. Pointing Field Trial

15. Rally Obedience Trial

16. Rally Specialty Obedience Trial

17. Retriever Field Trial

18. Retriever Hunt Test

19. Spaniel Field Trial

20. Spaniel Hunt Test

21. Tracking Test

22. Working Certificate

VERSATILITY EVENTS

23. Sled Dog

24. Scent Hurdling

25. Water Rescue

26. Schutzhund Trials


Page 28


Page 29


Page 30


Page 31


Page 32


Page 33


Page 34


Page 35


Page 36


Page 37