Understanding the business Organizational Units, Stakeholders and Users There are several departments involved in the sales process. Door to door salespeople approach potential customers and enter service requests into the customer relation management system for processing where it must be approved by the financial and legal teams before entering the order system to be processed for the service delivery team. Stakeholder Summary Non-User Stakeholder Responsibilities System needs Contract management person (legal department) Ensure the contract is legally binding and has a sign off Valid signature capture and legal service delivery terms Accounting person (financial department) Check service delivery has sufficient ROI Reduction in red flags for revision or application rejections Service delivery person (services department) Deliver and install ordered services Train customer in service Realistic and feasible preferred delivery times
Measurable Organization Value (MOV) ID Organizational Impact Value Metric Measurement Interval Time to Max. Value Verification 1 Customer Reduce errors made by the sales team while recording customer pre-sales information Reduce errors in captured information by 60% Quarterly 10 months Because errors additional visits, compare the duration of the sales process with the manual system and determine how many fewer visits are needed with the new system 2 Operational Reduce time and effort in sales process retrieving sales support information and calculating quotes Improve efficiency of sign process by the sales personnel by 40% Bi-monthly 10 months Compare the number of targets reached out to by the sales team with the
System is only for in-house use Alternate versions need to be created for outside use and access to Comcast’s backend systems would need to be reduced Features Baseline ID Feature Priority Effort Risk Stability MOV 1 Access customer target list Critical Medium Medium High 2 & 3 6 Give location sensitive quotes Critical Medium Low High 1 & 2 7 Retrieve plan options & bundles Critical Medium Low High 2 9 Capture/update customer information Critical Low Medium High 1 & 2 10 Capture customer payment information (includes billing preferences) Critical High Medium High 2 & 3 20 Support rep login and user profiles Critical Medium High High 2 21 Override standard pricing to tailor service package Critical Low Medium Medium 2
13 Place an order Critical Low Low High 2 & 3 12 Generate contract Critical Low Low High 2 & 3 Version 2.0 11 Capture customer signature Important Medium Low Low 2 15 Retrieve order status information Important High High High 2 18 Access by step tutorials Important High Medium High 2 5 Retrieve competitor service package quotes Important High High High 2 8 Retrieve latest marketing information and offers Important High High High 2 2 Mark leads as open Important Medium Medium Medium 2 & 3 3 Claim open leads Important Medium Medium Medium 2 & 3 17 Change target status (target - lead - opportunity) Important Low Low High 2 16 Provide service delivery ETA Important Medium Medium Medium 3 27 Access user’s sales history Useful Low Low High 2 & 3
Version 3.0 4 Generate follow up reminders for leads Useful Low Low Medium 1, 2 & 3 19 Demonstrate difference between internet packages Useful Low Low Low 2 22 Settle existing customer accounts Important Medium Low High 2 23 Access basic service information offline Important Medium Low Medium 2 24 Contact customer service Useful Low Low High 2 25 Generate daily and monthly sales reports by user Useful High Medium Medium 2 & 3 26 Capture order details offline Important Medium Low Medium 2 & 3 28 Access customer order history Useful Low Low High 2 & 3 29 Apply sales discount Important Low Low High 2 30 Guide user through sales process Useful Medium Low Low 1
overall sales process and provides the sales personnel the opportunity to earn more commission Level Extended Preconditions User must be logged in with their credentials Postconditions in words On leaving this use case, the system adds the lead to the current user’s target list. If there is no lead open, the system does not make any changes Associated MOV(s) #2 #3 MAIN SUCCESSFUL SCENARIO Actor Action System Action 1a. After logging in, the user selects the option from the main menu to claim a lead 2a. System displays a to enter location information 3a. User enters the location information 4a. System retrieves and displays all the open leads at the specified location 5a. User selects an open lead 6a. System adds the lead to the user’s target list OTHER SUCCESSFUL SCENARIOS Step Branching Action 4a. User entered incorrect input words Highlight the describing error that occurred and go to step 3 UNSUCCESSFUL SCENARIOS Conditions Actions *a. System failure occurs Abort process and restart system 5a. There’s no lead to claim by the user at the user-specified location 6a. Describe the problem and go to step 3 Superordinates “Access Target Information”
Developers Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong Yang Creation date and last modified date 02-27-2014 USE CASE # UC03 USE CASE Name Retrieve Location Specific Information ACTOR Comcast Personnel Goal Access service information for a specific location Overview The system retrieves data for requested locations. This process supports the sales process by providing access to up-to-date packages to the personnel engaged with a potential customer. Level Primary Preconditions User must be logged in with credentials Postconditions in words On leaving this use case, the system displays the requested package information and has stored an access log for future reference. If there’s no package available at a given location, the system displays a message conveying the result and has stored an access log for future reference. Associated MOV(s) #2 MAIN SUCCESSFUL SCENARIO Actor Action System Action 1. User selects product information option from the main menu during the process of a sale 2. System displays a field to enter location information 3. User enters the location details 4. System displays information available to display for the specified location 5. User selects the service packages and quotes option 6. System retrieves and displays the packages available at the
specified location OTHER SUCCESSFUL SCENARIOS Step Branching Action 5a. User selects the marketing offers option 6a. System retrieves and displays the offers available at the specified location 4a. User entered incorrect input words Highlight the words, describing error that occurred and go to step 3 UNSUCCESSFUL SCENARIOS Conditions Actions *a. System failure occurs Abort process and restart system *b User cancel the process Return to the main menu 4a. Requested product information is missing/unavailable for the specified location System displays a message to inform the user about the missing/unavailable information Developers Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong Yang Creation date and last modified date 03-19-2014 USE CASE # UC04 USE CASE Name Capture payment information ACTOR Comcast Personnel Goal To collect and store the payment information from the customer Overview The system allows the Comcast personnel to collect payment information. This information is forwarded to the billing department so as to make payments for the service availed from Comcast. Level Primary
option access history 3. Personnel selects recent history option 4. System displays most recent transactions SUCCESSFUL SCENARIOS Step Branching Action 3a. User defines custom time of transactions to display by modifying the time period option System refines and displays history log in the defined time frame 3b. User selects transaction summary option System displays quick summary information 4a. User is new and does not have a history System displays a message stating that the user does not have any information to display for specified selection UNSUCCESSFUL SCENARIOS Conditions Actions *a. System failure occurs Abort process and restart system 4a. User does not see anything displayed for the specified selection Contact technical support Developer Amir Potts, Palak Parekh, Rajeeta Iyer, Yuanlong Yang Creation date and last modified date 03-19-2014 USE CASE # UC11 USE CASE Name Apply Sales Discount ACTOR Comcast Personnel Goal Apply Comcast personnel discount rate to customer order Overview The system calculates and shows the Comcast sales personnel his or her available discount rate for the current sale order. And at his