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8/2/2019 Application Blueprint Sample
1/38
2008 Accenture. All Rights Reserved. 3/18/2012 2:11 P1
Application Blueprint Sample
Version 1.0
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Introduction
Application Map
Information Needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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Introduction
The purpose of the Application Blueprint is to identify which applications the solution willconsist of and what the relationship is between them is. This will be a key input to theTechnology Blueprint and to the Implementation Plan.
The Application Blueprint will take into account the new applications required to satisfy
the full set of business solution, as well as the portfolio of existing and currently plannedapplications.
We will first define the application map - a high level categorization of all applications.Then the detailed information requirements will be identified for each capability in theBusiness Blueprint.
Combining the information analysis with knowledge about existing systems and
applications, the overall application direction is defined, and key decision points areanalyzed and resolved.
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Introduction
Application Map
Information Needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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Application Map
Business Systems consists of all existing and new Back-Office Applications and Databases that the targetedbusiness applications will leverage for functionality and data. This includes packaged and custom applications as
well as databases, data warehouses and data marts.
Bu
siness
App
lications
The targeted business applications are those suites of solution that the architecture is designed to support. In thiscase, we are targeting applications that encompass customer service activities that are performed during the
execution of market, sell, and serve activities.
Leveraging information about user working styles, geography and interface requirements, we can identify therequired access channels for the targeted applications. Customers can take advantage of self-service solution or
can be serviced via customer service representatives.
Business
Systems
Integration
Services
Integration Services are the enabling technology for providing integration capability for the disparate applicationsystems. The Integration services layer consists of Business objects, Collaborators and Adapters. Business
Objects provide a wrapper to logically grouped transactions. This provides the business applications with a genericinterface that hides the complexity of interaction with back-end systems. Collaborators assemble data from multiple
back-end systems by leveraging Adapters, which provide simplified access to a each of the back-end systems.Some Adapters may be custom developed while others can be reasonably provided by a third party.
Users
Technology ServicesThe technology services are a comprehensive set of run-time services required to support
the targeted applications and processing styles.
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Application Map
Business Applications and Databases
C
ustomer
Service
Applications
Targeted Applications
ShoppingEnhance Customer
RelationshipServiceBuying
ChannelSupport
Direct Customers, Dealers & internal XYZ Company users
OptimizePerformance
Operations and Maintenance
Business
Systems
Integration
Services
Adapters / TranslatorsAdapters Collaborators
SAP
WisdomWarehouse
KnowledgeBase (Primus)
EDI/EFTFile Transfer
PhoneWebClient
Business Objects
Security
Services
Oracle
COFContracts
DB
CustomerConfig DB
StatusDatamart
ItemMaster
Metrix
CMS Imaging
Oracle AR02
FaxUsers
Midas
Service Centers
Technology Services
Oracle AR09
WildcatWarehouse
GCC ClarifyTraining
SSC ClarifyCompatibility
DBProduct
DB
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Introduction
Application Map
Information Needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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Information Needs by Capability
We now need to identify what information will be needed to satisfy the Business solutionidentified in the Business Blueprint.
For each capability we will identify What information is needed What system currently maintains the information
This analysis will be key to identify Which systems we need to integrate with Information that does not currently exist, and thus will require new data stores. Information management and business issues that must be resolved for the
architecture to be successfully implemented.
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1.1 Customer Identification/ Authentication
Information Needs by Capability:Enhance Customer Relationship
1.4 Define/ Update Customer Profile
1.2 Provide Personalized Content/Marketing
1.7 Facilitate Customer Forums & Bulletin Boards
1.5 Deliver PR and Corporate Information
1.6 Capture Customer Feedback
Information
User Name & Password (r)
Customer Profile (r)
Membership/Access Rights (r)
System
Click Commerce DB
COF
Click Commerce DB
System
AccessSecure
Oracle
AccessSecure
Information
User Name & Password (r)
Customer Profile (r)
Membership/Access Rights (r)
Information User Name & Password (cru)
Membership/Access Rights (crud)
Customer Profile (cru)
Demographic Data (crud)
Preferences (crud)
Customer Account # (cr)
Credit Card # (crud)
SystemClick Commerce DB
Click Commerce DB
COF
COF and CapTrack
Does Not Exist
COF
Does Not Exist
SystemAccessSecure
AccessSecure
COF
Oracle
Does Not Exist
Does Not Exist
COF
Oracle
Oracle
InformationUser Name & Password (cru)
Membership/Access Rights (crud)
Customer Profile (c)
Customer Profile (ru)
Demographic Data (crud)
Preferences (crud)
Customer Account # (c)
Customer Account # (r)
Credit Card # (crud)
Information
Customer Profile (r)
Preferences (r)
Corporate/PR Content (crud)
Membership (r)
System
Click Commerce DB
Does Not Exist
System Not Identified
Click Commerce DB
System
Oracle
Does Not Exist
System Not Identified
AccessSecure
Information
Customer Profile (r)
Preferences (r)
Corporate/PR Content (crud)
Membership (r)
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Shipment Status (r)
Order Status (r)
Service Status - RSC (r)
Service Status - SSC (r)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)Payment History (r)
Training Catalog (r)
Tech Bulletins/News Content (crud)
System
COF
Click Commerce DB
Does Not Exist
COF & Carrier Web Site
COF=>Order Status DM
Metrix =>Wisdom DW
SSC Clarify
COF=>Wildcat DW
Metrix =>Wisdom DW
SSC ClarifyOracle A/R (02)
System Not Identified
System Not Identified
System
Oracle
AccessSecure
Does Not Exist
Yantra & Carrier Web Site
COF & Carrier Web Site
SAP & Carrier Web Site
Oracle
COF
SAP
Metrix =>Wisdom DWSSC Clarify
Oracle
Metrix =>Wisdom DW
SSC Clarify
Oracle A/R (09)
System Not Identified
System Not Identified
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Shipment Status - Subscriber (r)
Shipment Status - Infrastructure (r)
Shipment Status - Parts/Acc (r)
Order Status - Subscriber (r)
Order Status - Infrastructure (r)
Order Status - Parts/Acc (r)
Service Status - RSC (r)Service Status - SSC (r)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Training Catalog (r)
Tech Bulletins/News Content (crud)
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Survey Questions/Rules (crud)
System
COF
Click Commerce DB
Does Not Exist
Does Not Exist
System
Oracle
AccessSecure
Does Not Exist
Does Not Exist
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Survey Questions/Rules (crud)
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Technical Information (crud)
System
COF
Click Commerce DB
Does Not Exist
Primus Knowledgebase
System
Oracle
AccessSecure
Does Not Exist
System Not Identified
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Technical Information (crud)
c - create r - read
u - update d - delete
Direct Indirect
IndirectDirect
Direct Indirect
Direct Indirect
IndirectDirect
1.3 Manage Communication/Proactive Service
Information
Customer Profile (r)
Preferences (r)
Membership (r)
Browse History (cru)Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
Targeted Message Rules (crud)
System
COF
Does Not Exist
Click Commerce DB
Click Commerce DBCOF=>Wildcat DW
Metrix => Wisdom DW
SSC Clarify
Oracle A/R (02)
GCC Clarify
Does Not Exist
System
Oracle
Does Not Exist
AccessSecure
AccessSecureOracle
Metrix => Wisdom DW
SSC Clarify
Oracle A/R (09)
GCC Clarify
Does Not Exist
Information
Customer Profile (r)
Does Not Exist
Membership (r)
Browse History (cru)Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
Targeted Message Rules (crud)
IndirectDirect
IndirectDirect
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2.1 View/Search Catalog
2.4 Configure Solution
2.2 Maintain Personal Catalog
2.7 Add to Order
2.5 Needs Assessment/Buy Advisor
2.6 View Price and Availability
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Existing System Configurations (r)
Promotion (r)
Contract (r)
Training Catalog (r)
Product Information (r)
Product Graphics (r)
Product Pricing (r)
Services Information (r)
System
COF
Click Commerce DB
Does Not Exist
Customer Config DB
System Not Identified
Contracts DB
System Not Identified
COF => Products DB
System Not Identified
COF, Contracts DB
Lotus Notes
System
Oracle
AccessSecure
Does Not Exist
System Not Identified
Oracle
SAP
System Not Identified
Oracle
SAP
System Not Identified
Lotus Notes
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Promotion (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Training Catalog (r)
Product Info - Subscriber/Infrast. (r)
Product Info - Parts/Acc (r)
Product Graphics (r)
Services Information (r)
Information
Customer Profile (r)
Membership (r)
Contract (r)
Personal Catalog (crud)
System
COF
Click Commerce DB
Contracts DB
Does Not Exist
System
Oracle
AccessSecure
Oracle
SAP
Does Not Exist
Information
Customer Profile (r)
Membership (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Personal Catalog (crud)
Information
Customer Profile (r)
Membership (r)
Contract (r)
Existing System Configurations (r)
Product Information (r)
Compatibility Information (r)
Configuration (cru)
System
COF
Click Commerce DB
Contracts DB
Customer Config DB
COF => Products DB
Compatibility Database
Customer Config DB
System
Oracle
AccessSecure
Oracle
SAP
Oracle
SAP
Compatibility Database
Information
Customer Profile (r)
Membership (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Product Info - Subscriber/Infrast. (r)
Product Info - Parts/Acc (r)
Compatibility (r)
Information
Customer Profile (r)
Membership (r)
Contract (r)
Existing System Configurations (r)
Product Information (r)
Compatibility (r)
System
COF
Click Commerce DB
Contracts DB
Customer Config DB
COF => Products DB
Compatibility Database
System
Oracle
AccessSecure
Oracle
SAP
Oracle
SAP
Compatibility Database
Information
Customer Profile (r)
Membership (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Product Info - Subscriber/Infrast. (r)
Product Info - Parts/Acc (r)
Compatibility (r)
Information
Customer Profile (r)
Product Pricing (r)
Promotion (r)
Contract (r)
Preferences (r)
Inventory - Subscriber Units (r)
Inventory - Parts/Acc (r)
Tax Schedule (r)
Currency Conversion (r)
System
COF
COF, Contracts DB
System Not Identified
Contracts DB
Does Not Exist
Oracle
SAP
System Not Identified
System Not Identified
System
Oracle
Oracle
SAP
System Not Identified
AccessSecure
Does Not Exist
Oracle
SAP
System Not Identified
Information
Customer Profile (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Promotion (r)
Membership (r)
Preferences (r)
Inventory - Subscriber Units (r)
Inventory - Parts/Acc (r)
Currency Conversion (r)
Information
Order (crud)Customer Account # (r)
Quote/Configuration (r)
Customer Profile (r)
System
COFCOF
Click Commerce DB
COF
System
OracleSAP
COF
Oracle
Does Not Exist
Oracle
Information
Subscriber Order (crud)Parts/Acc Order (crud)
Infrastructure Order (crud)
Customer Account # (r)
Quote/Configuration (r)
Customer Profile (r)
c - create r - read
u - update d - delete
Direct Indirect
IndirectDirect
Direct Indirect
Direct Indirect
IndirectDirect
2.3 Compare Products
Information
Product Information (r)
Services Information (r)
Competitive Product Information (r)
System
COF => Products DB
Lotus Notes
System Not Identified
System
Oracle
SAP
Lotus Notes
System Not Identified
Information
Product Info - Subscriber/Infrast. (r)
Product Info - Parts/Acc (r)
Services Information (r)
Competitive Product Information (r)
IndirectDirect
IndirectDirect
2.8 Save/Retrieve Order (Config./Quote)
Information
Quote/Configuration (crud)
Sales Lead (cu)
Customer Profile (r)
Customer Account # (r)
System
Click Commerce DB
Captrack
COF
COF
System
Does Not Exist
System Not Identified
Oracle
Oracle
Information
Quote/Configuration (crud)
Sales Lead (cu)
Customer Profile (r)
Customer Account # (r)
Direct Indirect
Information Needs by Capability:Shopping
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3.1 Place Order 3.4 Capture Shipment Terms
3.2 Locate/Transfer to Channel Partner
3.5 View/Maintain Order Status & History
Information
Customer Account # (r)
Order (ru)
Inventory - Subscriber Units (ru)
Inventory - Parts/Acc (ru)
Credit (r)
Confirmation # (cr)
Shipping Terms (ru)
Payment Terms (ru)
System
COF
COF
Oracle
SAP
Oracle A/R (09)
Click Commerce DB
COF, Contracts DB
COF, Contracts DB
System
Oracle
Oracle
SAP
COF
CMS
Oracle
SAP
Oracle A/R (09)
Does Not Exist
Oracle
Oracle
SAPOracle
Information
Customer Account # (r)
Subscriber Order (cru)
Parts/Acc Order (cru)
Infrastructure Order (cru)
Services Order (cru)
Inventory - Subscriber Units (ru)
Inventory - Parts/Acc (ru)
Credit (r)
Confirmation # (cr)
Shipping Terms - Subscriber (ru)
Shipping Terms - Infrastructure (ru)
Shipping Terms - Parts/Acc (ru)Payment Terms (ru)
Information
Customer Profile (r)
Customer Account # (r)
Demographic Data (r)
Preferences (r)
Reseller Profile (r)
Order (ru)
Referral (cu)
Location/Map Information (r)
System
COF
COF
COF and CapTrack
Does Not Exist
COF
COF
Does Not Exist
Does Not Exist
System
Oracle
Oracle
Does Not Exist
Does Not Exist
Oracle
Oracle
Does Not Exist
Does Not Exist
Information
Customer Profile (r)
Customer Account # (r)
Demographic Data (r)
Preferences (r)
Reseller Profile (r)
Order (ru)
Referral (cu)
Location/Map Information (r)
Information
Customer Profile (ru)
Shipment Terms (cru)
Shipment Pricing Schedule (r)
System
COF
COF, Contracts DB
COF
System
Oracle
Oracle
COF
SAP
Oracle
Oracle
SAP
Information
Customer Profile (ru)
Shipping Terms - Subscriber (cru)
Shipping Terms - Infrastructure (cru)
Shipping Terms - Parts/Acc (cru)
Shipment Pricing Schedule - Subscriber (r)
Shipment Pricing Schedule - Infrastructure (r)
Shipment Pricing Schedule - Parts/Acc (cru)
Information
Customer Account # (r)
Order (r)
Order Status (ru)
Shipment Status (ru)
Purchase History (ru)
Payment History (ru)
Issues/Case (crud)
System
COF
COF
COF=>Order Status Data Mart
COF & Carrier Web Site
COF=>Wildcat DW
Oracle A/R (02)
GCC Clarify and InterTrack
System
Oracle
Oracle
SAP
COF
CMS
Yantra & Carrier Web Site
COF & Carrier Web Site
SAP and Carrier Web Site
Oracle
COF
SAP
Oracle
Oracle A/R (09)
GCC Clarify and InterTrack
Information
Customer Account # (r)
Subscriber Order (cru)
Parts/Acc Order (cru)
Infrastructure Order (cru)
Services Order (cru)
Shipment Status - Subscriber (ru)
Shipment Status - Infrastructure (ru)
Shipment Status - Parts/Acc (ru)
Order Status - Subscriber (ru)
Order Status - Infrastructure (ru)
Order Status - Parts/Acc (ru)
Purchase History (ru)
Payment History (ru)
Issues/Case (crud)
c - create r - read
u - update d - delete
Direct Indirect
3.6 Upload Orders from Customer System
Information
Customer Account # (r)
Order (cru)
Confirmation # (cr)
System
COF
COF
Corporate EDI
System
Oracle
Oracle
SAP
COF
CMS
Oracle
SAP
EDIServ
Information
Customer Account # (r)
Subscriber Order (cru)
Parts/Acc Order (cru)
Infrastructure Order (cru)
Services Order (cru)
Inventory - Subscriber Units (u)
Inventory - Parts/Acc (u)
Confirmation # (cr)
IndirectDirect
Direct IndirectIndirectDirect
3.3 Process Payment Method
Information
Customer Account # (r)
Account (ru)
Payment Terms (cru)
Order (r)
Payment (cr)
Invoice - Products (cu)
Invoice - Service (cu)
Currency Conversion (r)
System
COF
Oracle A/R (02)
COF, Contracts DB
COF
Oracle A/R (02)
Systems 2000
CMS
System Not Identified
System
Oracle
Oracle A/R (09)
Oracle
Oracle
COF
Oracle A/R (09)
Oracle A/R (09)
Systems 2000
CMS
System Not Identified
Information
Customer Account # (r)
Account (ru)
Payment Terms (cru)
Order - Subscriber & Parts/Acc (r)
Order - Infrastructure (r)
Payment (cr)
Invoice - Subscriber & Parts/Acc (cu)
Invoice - Infrastructure (cu)
Invoice - Service (cu)
Currency Conversion (r)
IndirectDirect
IndirectDirect
Information Needs by Capability
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4.1 View/MaintainAccount Status (AR, Payments) 4.4 Register Product/ IssueWarranty
Information
Customer Account # (r)
Account (crud)
Checks/Invoices Images (cru)
Purchase History (ru)
Payment History (ru)
Invoices (r)
Payment Status (ru)
Issues/Case (crud)
System
COF
Oracle A/R (02)
Imaging
COF=>Wildcat DW
Oracle A/R (02)
System2000
Oracle A/R (02)
GCC Clarify and InterTrack
System
Oracle
Oracle A/R (09)
Imaging
Oracle
Oracle A/R (09)
Oracle A/R (09)
Systems 2000
Oracle A/R (09)
GCC Clarify and InterTrack
Information
Customer Account # (r)
Account (crud)
Checks/Invoices Images (cru)
Purchase History (ru)
Payment History (ru)
Invoice - Subscrib & Parts/Acc (rud)
Invoice - Infrastructure (rud)
Payment Status (ru)
Issues/Case (crud)
Information
Customer Profile (r)
Targeted Message Rules (crud)
Warranty - Subscriber (cru)
Warranty - Infrastructure (cru)
Product Registration (c))
System
COF
Does Not Exist
Merlin
CMS
Does Not Exist
System
Oracle
Does Not Exist
Merlin
CMS
Does Not Exist
Information
Customer Profile (r)
Targeted Message Rules (crud)
Warranty - Subscriber (cru)
Warranty - Infrastructure (cru)
Product Registration (c)
c - create r - read
u - update d - delete
4.5 Manage Service Cases
Information
Customer Profile (r)
Issue/Case - Infrastructure (crud)
Issue/Case - Subscriber (crud)
Purchase History (ru)
Payment History (ru)
Service History - RSC (r)
Service History - SSC (r)
System
COF
Clarify
Metrix
COF=>Wildcat DW
Oracle A/R (02)
Metrix =>Wisdom DW
SSC Clarify
System
Oracle
Clarify
Metrix
Oracle
Oracle A/R (02)
Metrix =>Wisdom DW
SSC Clarify
Information
Customer Profile (r)
Issue/Case - Infrastructure (crud)
Issue/Case - Subscriber (crud)
Purchase History (ru)
Payment History (ru)
Service History - RSC (r)
Service History - SSC (r)
Direct Indirect
4.6 Locate/Refer & Dispatch Servicer
Information
Customer Profile (r)
Issue/Case - Infrastructure (rud)
MSS Profile (r)
Location/Map Information (r)
System
COF
SSC Clarify
SSC Clarify
Does Not Exist
System
Oracle
SSC Clarify
SSC Clarify
Does Not Exist
Information
Customer Profile (r)
Issue/Case - Infrastructure (rud)
MSS Profile (r)
Location/Map Information (r)
IndirectDirect
Direct IndirectIndirectDirect
4.3 Import/Export Catalog Information
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Contract (r)
System
COF
Click Commerce DB
Does Not Exist
Contracts DB
System
Oracle
AccessSecure
Does Not Exist
Oracle
SAP
Information
Customer Profile (r)
Membership (r)
Preferences (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
IndirectDirect
4.2 Manage Service Account/Repairs
Information
Customer Account # (r)
Service Account (crud)
Service History - RSC (crud)
Service History - SSC (crud)
Checks/Invoices Images (cru)
Purchase History (ru)
Payment History (ru)
Payment Status (r)
Service Invoices (r)
RMA - Subscriber (crud)
RMA - Infrastructure (crud)
RMA - Parts/Acc (crud)
Service/Repair Status - RSC (ru)
Service/Repair Status - SSC (ru)
Warranty - Subscriber (ru)
Warranty - Infrastructure (ru)Warranty Claim - Subscriber (ru)
Warranty Claim - Infrastructure (ru)
Service Request - RSC (crud)
Service Request - SSC (crud)
Existing System Configurations (ru)
System
COF
Oracle A/R (02)
Metrix => Wisdom DW
SSC Clarify
Imaging
COF=>Wildcat DW
Oracle A/R (02)
Oracle A/R (02)
CMS
Oracle
GCC Clarify
SAP
Metrix =>Wisdom DW
SSC Clarify
Merlin
CMSMerlin
SSC Clarify
Metrix
SSC Clarify
Customer Configuration DB
System
COF
Oracle A/R (02)
Metrix => Wisdom DW
SSC Clarify
Imaging
Oracle
Oracle A/R (02)
Oracle A/R (02)
CMS
Oracle
GCC Clarify
SAP
Metrix =>Wisdom DW
SSC Clarify
Merlin
SSC ClarifyMerlin
SSC Clarify
Metrix
SSC Clarify
Information
Customer Account # (r)
Service Account (crud)
Service History - RSC (crud)
Service History - SSC (crud)
Checks/Invoices Images (cru)
Purchase History (ru)
Payment History (ru)
Payment Status (r)
Service Invoices (r)
RMA - Subscriber (crud)
RMA - Infrastructure (crud)
RMA - Parts/Acc (crud)
Service/Repair Status - RSC (ru)
Service/Repair Status - SSC (ru)
Warranty - Subscriber (ru)
Warranty - Infrastructure (ru)Warranty Claim - Subscriber (ru)
Warranty Claim - Infrastructure (ru)
Service Request - RSC (crud)
Service Request - SSC (crud)
IndirectDirect
4.7 Download Software Updates/Fixes
Information
Customer Profile (r)
Contract (r)
Existing System Configuration (ru)
Compatibility (r)
Software (r)
Customer Account # (r)
Account (ru)
System
COF
Contracts DB
Customer Configuration DB
Compatibility DB
System Not Identified
COF
Oracle A/R (02)
System
Oracle
Oracle
SAP
Compatibility DB
System Not Identified
Oracle
Oracle A/R (09)
Information
Customer Profile (r)
Pricebook - Subscriber/Infrast. (r)
Pricebook - Parts/Acc (r)
Compatibility (r)
Software (r)
Customer Account # (r)
Account (ru)
IndirectDirect
4.6 View/Search Knowledge Base
Information
Customer Profile (r)
Technical Knowledge (r)
System
COF
Primus KnowledgeBase
System
Oracle
Primus KnowledgeBase
Information
Customer Profile (r)
Technical Knowledge (r)
IndirectDirect
Information Needs by Capability:Customer Service
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5.1 Marketing Collateral/ Fulfillment 5.4 Import/Export End User Information
5.2 View/ Manage Incent./Rebates 5.5 Schedule/ Register for Training
5.6 Perform Online Training
Information
Customer Profile (r)
Marketing Collateral (crud)
Collateral Order (crud)
Collateral Order Status (crud)
System
COF
System Not Identified
System Not Identified
Does Not Exist
System
Oracle
System Not Identified
System Not Identified
Does Not Exist
Information
Customer Profile (r)
Marketing Collateral (crud)
Collateral Order (crud)
Collateral Order Status (crud)
Information Promotion (crud)
Customer Profile (r)
SystemSystem Not Identified
COF
SystemSystem Not Identified
Oracle
Oracle
SAP
InformationPromotion (crud)
Customer Profile (r)
Pricebook - Subscriber/Infrast. (ru)
Pricebook - Parts/Acc (ru)
Information
End User Statistics (cru)
Customer Profile (r)
Membership (r)
System
Does Not Exist
COF
Click Commerce DB
System
Does Not Exist
Oracle
AccessSecure
Information
End User Statistics (cru)
Customer Profile (r)
Membership (r)
InformationCourse Catalog (r)
Training Registration (crud)
Customer Profile (cru)
Invoice (c)
Customer Account # (r)
Account (ru)
Customer Transcript (ru)
SystemSystem Not Identified
System Not Identified
COF
System Not Identified
COF
System Not Identified
System Not Identified
SystemSystem Not Identified
System Not Identified
Oracle
System Not Identified
Oracle
System Not Identified
System Not Identified
InformationCourse Catalog (r)
Training Registration (crud)
Customer Profile (cru)
Invoice (c)
Customer Account # (r)
Account (ru)
Customer Transcript (ru)
Information
CBT (r)
Customer Profile (ru)
Customer Transcript (ru)
System
System Not Identified
COF
System Not Identified
System
System Not Identified
Oracle
System Not Identified
Information
CBT (r)
Customer Profile (ru)
Customer Transcript (ru)
c - create r - read
u - update d - delete
Direct Indirect
IndirectDirect
Direct IndirectIndirectDirect
5.3 View/ Manage Referred Leads
Information
Sales Lead (crud)
Customer Profile (r)
Membership (r)
System
Captrack
COF
Click Commerce DB
System
System Not Identified
Oracle
AccessSecure
Information
Sales Lead (crud)
Customer Profile (r)
Membership (r)
IndirectDirect
IndirectDirect
Information Needs by Capability:Channel Support
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7.1 Customer Insight 7.2 Customer Data Management
Information
End User Statistics (r)
Promotion (crud)
Customer Profile (r)
Preferences (r)
Membership (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)Payment History (r)
Call History (r)
System
Does Not Exist
System Not Identified
COF
Does Not Exist
Click Commerce DB
Click Commerce DB
COF=>Wildcat DW
Metrix =>Wisdom DW
SSC ClarifyOracle A/R (02)
GCC Clarify
System
Does Not Exist
System Not Identified
Oracle
Does Not Exist
AccessSecure
AccessSecure
Oracle
Metrix =>Wisdom DW
SSC ClarifyOracle A/R (09)
GCC Clarify
Information
End User Statistics (r)
Promotion (crud)
Customer Profile (r)
Preferences (r)
Membership (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)Payment History (r)
Call History (r)
Information
Customer Account # (r)
Customer Profile (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
System
COF
COF
Click Commerce DB
COF=>Wildcat DW
Metrix =>Wisdom DW
SSC Clarify
Oracle A/R (02)
GCC Clarify
System
Oracle
Oracle
AccessSecure
Oracle
Metrix =>Wisdom DW
SSC Clarify
Oracle A/R (09)
GCC Clarify
Information
Customer Account # (r)
Customer Profile (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
c - create r - read
u - update d - delete
IndirectDirect
7.3 Manage/Evaluate Continuous Improvements
Information
End User Statistics (r)
Customer Profile (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
System
Does Not Exist
COF
Click Commerce DB
COF=>Wildcat DW
Metrix =>Wisdom DW
SSC Clarify
Oracle A/R (02)
GCC Clarify
System
Does Not Exist
Oracle
AccessSecure
Oracle
Metrix =>Wisdom DW
SSC Clarify
Oracle A/R (09)
GCC Clarify
Information
End User Statistics (r)
Customer Profile (r)
Browse History (cru)
Purchase History (r)
Service History - RSC (r)
Service History - SSC (r)
Payment History (r)
Call History (r)
IndirectDirect
IndirectDirect
Information Needs by Capability:Optimize Performance
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Introduction
Application Map
Information Needs by Capability
Key Assumptions Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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SAP will be migrated to Oracle as a high priority effort.
Business will accept that Web based real-time pricing, availability and order status will not beavailable for parts orders until SAP is replaced. Service level will be similar to Powerlink.
Oracle AR systems will be merged, and will form the foundation for the future Customer Master.
A Product master approach will be investigated, and will be based on COF and/or Oracle.
COF will continue as the primary direct customer ordering system, while Oracle will support
Dealers and other AAD customers.
Pricing and freight schemes will be consolidated to be able to provide customers with consistentview.
Distribution of the Customer Service Architecture will be aligned with the Oracle installationsaround the globe.
These are key assumptions that have been made in order to define the applicationblueprint. The rationale for these assumptions is further explained in the KeyArchitecture Decisions section and in the Business Issues section in theImplementation Plan
Key Assumptions
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Introduction
Application Map
Information Needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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XXX has defined a direction for the Order-to-Cash, Call Centers, and Distribution and Manufacturing systems.Customer Service solution must build on the underlying applications and systems to present one face to the customer.
Order and Service Order to Cash
Application Direction: Oracle, COF & Clarify
Customer Service Front End
Application Direction: TBD
Distribution and Manufacturing
Application Direction: Oracle
Application Direction
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SAPOTC
OracleCOF
OTCAR
GCCClarify
If XXX continued with the current and planned initiatives without any systemconsolidation, the Application Architecture would be increasingly morecomplex. The current architecture includes several separate self -serviceenvironments. Significant ongoing efforts include the Clarify installations andthe Contract Management System.
CMSOracle
AROracle 02
MetrixPrimus
KB
SCCClarify
Order AccountCustomerProduct
WebServer - IIS
EFT
Service
Application Server - Click
Authent.Click
Contracts OrderProductCustomer Account
EDI server / CompuServe
Direct Extranet Powerlink/Native EDI AccessSecure
DSSAccesspoint Eugene Etc.
Web Server - NetscapeAuthent.Netscape
Heterogeneous and fragmented front-end solutions
Atlanta PlantationOther DC &
manufacturing
Three ERP systems in North America Customer Master approach needed Two sector AR systems Two Clarify installations in progress Depots will run on Metrix and Clarify
Loose coupling of Ordering and Fulfillment systems
Current Planned Application Architecture
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Key Decision: Short or Long-term Focus
There are two distinct directions that can be taken. Either we build on top of the existing system portfolio, theSuper ERP approach, or we consolidate the back-end systems first and then establish self-service solutions. Therecommendation is based on long-term conformance with the business imperatives.
Consideration Super ERP approach Integrated approach
Approach Build a front end that will hide the complexitiesof the underlying systems. The front-end willrepresent a complete order processing engine,leveraging existing ERP systems for fulfillmentof orders and for billing.
Gradually consolidate the back end systemsaccording to Motorola application strategy. Selfservice will be enabled once the back endsystems are consolidated for a particularcustomer segment.
Complexity Overall system complexity increases over time.Many integration points with existing systems.Need for run-time consolidation of informationwill be a challenge.
Resulting system complexity decreased overtime. However the back end consolidation willbe a significant work effort. The benefit is thatmany of the problems will be solved once andfor all instead of being masked.
One face to thecustomer
The front end will attempt to provide one face tothe customer, but the back end will not presentthe same picture. Thus, the front-end must beused by all customer service representatives,raising the stakes for completeness of thesolution.
One face will be enabled once the systems hasbeen consolidated for the customer segment.Both the customer, the service representatives,and the actual fulfillment systems will have thesame view of the customer, order and invoice.
Ability to deliverresults quickly
Less dependency on existing systems will makeit possible to proceed quicker with Websolutions.
More dependency on systems consolidationwill increase the time until all customersegments will have the desired capability.
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Order AccountCustomerProduct
SAPOTC
OracleCOF
OTCAR
WebServers
InsightDW
GCC
Clarify
Content
EFTService
Application Servers
ContentAuthor / Publish
CustomerInsight
CustomerData Mgmt
Cred Card
Services
Authent.Service
Assuming that back-end system consolidation will beslow, the Customer Service Architecture will attemptto hide the underlying complexities in systems andprocesses.
CarrierSites
Contracts
CMSOracle
AROracle 02
Metrix
SCC
Clarify
PrimusKB
Service
Clarify /Primus
WebInterface
Multiple Order to Cash systems Two Clarify installations must be integrated Multiple systems in Service area Customer Master unresolved
Multiple AR systems
Complex consolidation of customer, product,order and account information.
Order splitting, routing and pricing engine, Invoice consolidation unresolved Customer maintenance unresolved,
Atlanta PlantationOther DC &
manufacturing
Super ERP approach
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Customer AccountOrderProduct
OTCOracle
WebServers
InsightDW
Clarify
Content
EFTService
Application Servers
ContentAuthor / Publish
CustomerInsight
CustomerData Mgmt
Cred CardServices
Authent.Service
Focusing on rapid back-end systems and process consolidation, thecustomer service application architecture can be streamlined. Self-service willbe enabled for new customer segments and product categories, based on aconsolidated back-end information architecture.
CarrierSites
Contracts
CMSOracle
XXXAR
PrimusKB
Service
CustomerMaster
Equipment OTC standardized on Oracle & COF Tight integration of Ordering and Fulfillment Customer service integrated on Clarify Sector AR consolidated Customer master integrated on Oracle and Clarify
Consolidation of back-end simplifies front-endcomplexity.
Order routing to COF or SAP Replication of information where needed for
performance
Clarify /Primus
WebInterface
Metrix,COF
Oracle is likely tobecome the
customer master.
Atlanta PlantationOther DC &
manufacturing
ProductMaster
Target Application Architecture
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Account- Account header- Invoice header/detail- Payments applied
Order- ID- Saved Orders- Quotes
- Placed Orders (all)- Order status- Shipment tracking
Product-Item number- Model/Option rules- List / NSO price
- Price books- Possible sourcing- Preferred sourcing- Availability
The new databases will host information specific to the self-service solution and replicated/cached information forimproved performance and availability.
Customer- ID- Name- Type- Account Number- Enterprise info- Category- Contact info- XYZ Companycontact info- Billing Address- Shipping Address- Credit card (encrypt)- Preferences- Demographics
Key information will be replicated to shield production systems from unpredictable customer / end useraccess. Decision to replicate can be pragmatically made based on ease of integration with back-end systemand performance impact.
Service- Account header- Work ticket status- Repair status
Front-end Data Stores
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The ApplicationBlueprint is basedon a detailedunderstanding andanalysis of the USsolution and a highlevel view of the
non-US solution.The key areas thatmust beinvestigated andcustomized for eachadditional regionare:
Area Consideration
Parts & Accessories Europe uses MCS for parts. Special interfaces will be needed unless migrated.Regions already running Oracle will have a simplified solution.
Customer Master Customer Master approach must take in to account the need for cross regionalcustomer service, such as the SSC providing global support.
Product Master Product set differs between regions. Product master approach must take into
account which products are globally consistent and which are locally managed.Customer Strategy For each region, define which customer categories are targeted, such as
exporter, distributor, resellers, and any special considerations for thesecustomer categories.
Non-Oracle AR system If AR system is not Oracle, additional interfaces must be built for account status.Payment process will typically differ for each region as well.
Clarify Clarify rollout must be coordinated with the Customer Architecture. Additionalinterfaces will have to be built. Assume that Clarify will be global standard.
Pricing policy Solution may have to accommodate some form of competitive pricing & sales
force overriding of prices.
Product Authorization Authorization policies may differ, especially for software downloads. Verify if thesame model can be used across the regions.
Language Language translation is required, and certain parts of the user interface mayneed to be customized.
Content Management Content Management process needs to be able to coordinate combination ofglobally and locally managed content, as well as translation services.
Global Considerations
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Introduction
Application Map
Information needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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The following distribution guidelines have been defined to assist the decision of when to replicate data, when touse data warehouses and data marts, and when to use real-time access to production systems. In addition to
these guidelines, the ease of implementation will be considered.
Reading Operational Data - Near
real-time requirement
Retrieve or update - real-timeresponse / confirmation needed
Update transactions - real-timeconfirmation not needed
Read static or historical data -Previous day or less currentacceptable
If read volume is low compared to data change
volume then obtain real-time access from masterstorage.
If read volume is high compared to data changevolume the access data from near real-timereplicated data storage or data mart.
Synchronously apply transaction to the system
Apply transactions via asynchronous access orbatch.
For low / predictable volume, use real-timeaccess from master storage
For high / unpredictable volume, access datafrom data warehouse. Batch extract or eventbased update of warehouse.
Solution ExampleType of Access
Order status, stocked items order
Order status, build to order(COF solution already exists)
Get priceGet availabilityBook a stocked items order
Place a build to order
Product information,Account information
Data Distribution Guidelines
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Introduction
Application Map
Information needs by Capability
Key Assumptions
Application Direction
Distribution Approach
Key Architecture Decisions
Contents
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The following slides provide evaluation of key decisions that have to be made, and arecommended approach will be taken based on our current understanding of XXX
priorities.
Trade-offs between functionality and architecture feasibility have been
addressed in detail for the following key solution:
Product Configuration
Pricing
Availability
Place Order
Order Status Account Status
Customer Service (Repairs, Service Cases)
Key Architecture Decisions
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For several of the recommended customer service solution there is a significant gap between what we ideallywould want to provide to users, and what is viable from a technical or business point of view. The following slidesexplores the key trade-offs for specific solution. Shown below is the format which is used for the evaluations.
Architecture Alternative Considerations
The alternative that is technicaly theeasiest to implement
The key technical and businessconsequences and assumptions for
this alternative
The alternative which is closest tothe business vision, most real timeetc.
vision
initial
Recommended first implementation of thecapability, if different than the vision.
The target solution once business andtechnical obstacles are addressed.
Harder to implement Closer to vision
Easier to implement Further from vision
initial
vision
Functionality vs. Architecture Trade-offs
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Architecture Alternative Considerations
Front-end presents list price / NSOprice, and contract price. Final pricecalculated near real time after orderhas been submitted.
Real time final price will not be available, except for pre-pricedcontracts. Service level will be similar to todays Powerlink andExtranet.
Dual-sourced products and freight pricing consolidated across CGISS.
Parts not accurately priced because SAP pricing too complex to mimic.Front-end presents list price / NSOprice or contract price. Final pricecalculated real time by ERP at userrequest / before accepting order.
Real time pricing will not include parts until SAP replaced.
Real time pricing interface must be built to both Oracle and COF.
Investigate feasibility of Oracle pricing without actually submitting theorder.
Parts, accessories and freight pricing consolidate across CGISS
Real-time price calculated by both frontend pricing engine and by ERPsystems.
Unless pricing/promotion scheme is significantly simplified, it isunrealistic that same price will be consistently applied by front-end andback-end.
Requires that parts, accessories and freight pricing is consolidatedacross CGISS.
Real-time price calculated by front endpricing engine. ERP system acceptsprice from front end.
Front-end must be complete enough to be used for all order entry also within Motorola and by service representatives.
Dependent on the SAP upgrade/replacement to have a tight enoughintegration with SAP.
ERP system may not be able to accept prices set by front end.
Pricing and freight scheme simplified and consolidated across CGISS
Vision: Final price available in real-time before submitting order. Price independent of XYZ Company accesspoint and sourcing.
vision
View Price/Availability: Price
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Architecture Alternative Considerations
Expected lead times displayed.Notification through manual process.
Current Powerlink / Extranet service level.
Provide previous days inventory /expected lead time available whenbrowsing catalog. Notification if notable to fulfill.
Assumption that last days inventory will be almost as accurate as realtime access due to true ATP not being in place anyway.
Do not provide these interfaces to SAP since this would be throwaway.
Provide previous days inventory /expected lead time available whenbrowsing catalog. Actual ATP onlyavailable for parts & accessories.Notification if not able to fulfill.
SAP hardware and/or software upgrade to provide real time integration.
Assume real time ATP not relevant for systems orders / add on orders,or subscriber unit order.
Provide previous days inventory /expected lead time available whenbrowsing catalog. Actual ATPpresented real time before submittingorder. Notification if not able to fulfill.
No availability provided for parts until SAP upgraded/replaced.Dependent on indirect channel ability to provide ATP through Oracle.
Investigate best way to interface with Oracle in real time.
Assume real-time ATP not relevant for systems orders / add-on orders.
Vision: Realistic availability given at the time of specifying order. Self-service should givethe same result as calling customer service. Proactive notification if not able to fulfill.
initial
vision
Note: COF orders availability is not required since most orders are build to order.
View Price/Availability: Availability
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Architecture Alternative Considerations
Customer creates multiple orders based on abilityfor order processing systems to handle items thatare sourced from different systems (i.e. Dealerscreate separate orders for Parts/Acc and Radios).
Direct customers will be routed through COF.Confirmation # will be supplied for each order byrespective ERP system.
Similar to existing Powerlink functionality.
Will become burdensome for customers as further integrationacross CE occurs.
Not product neutral for customers
Single order is created by customer which is brokenup by application server and routed to multiple ERPsystems. Confirmation # is supplied by applicationserver. This is the Super ERP solution.
Customer shielded from multiple ERP systems.
Bill consolidation will not be attempted customer will receivemultiple bills for split orders, but with same PO number.
Fairly complex architecture to keep order and order statusconsolidated in new data mart which must cover all orders.
Inconsistent pricing across business units must be rectified.
Routing engine will take into account the products and thecustomer and route to appropriate system.
Web based system must be used for all order status inquires
Single order is created by the customer which isrouted to the respective ERP system. The ERPsystem will support all items that make sense toretain as a single order (e.g. cellular and radios notnecessarily in one order). Order confirmed andfulfilled through the ERP system.
Dependent on parts moved to Oracle.
Inconsistent pricing across business units must be rectified.
Close to one face to the customer.
Vision: One logical order that is submitted to a single order processing system, which would return a confirmation # inreal-time and fulfill the order. Different ERP systems may be used for different product and customer combinations.
vision
initial
Place Order
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View/Maintain Order Status and History
Vision: Accurate order status available at user request. Customer servicerepresentatives need finer granularity than customer (e.g. credit hold, waiting forreplenishment). Carrier shipment information integrated in order status.
Architecture Alternative Considerations
Order status obtained through status
data mart, updated via ERP eventtriggers on order create and orderstatus change. Shipment trackingobtained from data mart populated byDC / Manufacturing.
Granularity sufficient for Customers but not always for Customer
Service representatives.COF trigger already in place.
ERP system will not give the same view as the Self Service application.
Order status obtained through statusdata mart, updated via ERP eventtriggers on order create and orderstatus change. Shipment tracking anddetailed status via tighter integration
between order and DC/Manufacturingsystem.
Until SAP upgraded or replaced service level will be similar to todaysPowerlink.
Add custom trigger to Oracle to provide notification.
Additional notifications and information from fulfillment systems to order
systems.
Order status obtained through real timeaccess to ERP systems. Shipmenttracking and detailed status via tighterintegration between order andfulfillment system
Until SAP is upgraded or replaced, service level will be similar totodays Powerlink.
Oracle must be scaled for real time order status access.
Service level identical to trigger-based alternative.
COF will use status data mart instead of real time access, because thissolution already exists.
vision
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Architecture Alternative Considerations
Account status obtained through ARdata mart, containing account and
invoice header/detail, updated vianightly updates.
Timeliness is sufficient since the system is updated in batch. Howeverthe transaction can not be executed against the copy.
Data mart will also track EFT or electronic transfers in transit.
Account status obtained through datamart, updated via event triggers fromAR system.
Requires custom triggers to Oracle systems.
Data mart will also track EFT or electronic transfers in transit.
Account status obtained thorugh realtime access to single sector AR. Mayuse a replica of AR system if available.
Consolidation of sector AR systems.
Volume assumed to be small. Need to confirm if any hardware/softwareconsiderations for Oracle A/R instance.
Will need a data store to maintain what EFT or electronic payments arein transit so the customer sees an accurate view of balances andoutstanding invoices.
View/Maintain Account Status
Vision: Accurate, consolidated account status (balances, credit, invoices, payments,etc.) available at user request. Customer service representatives need finer granularitythan customers (e.g. credit issues,etc.)
vision
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Architecture Alternative Considerations
Directly interface with Metrix, Clarify
and CMS. Extract the statusinformation to a status data mart forconsolidated access.
Multiple system interfaces needed.
Clarify will not provide a full view of the customer - will need to go toMetrix for repair status, and CMS for contracts.
Interface with Clarify for all servicerelated contracts and status, with ARfor account status. Clarify servicestatus replicated if necessary, forperformance.
Clarify integrated with Metrix, so all repair status is accessible viaClarify.
Need for replica to be analyzed, based on anticipated volumes.
Clarify and web solution will give the same consolidated view ofinformation.
Vision: Accurate service account, repair and work ticket status available on userrequest. Service requests entered directly by the customer will be given the sameservice level as when calling the service center.
vision
Clarify is ideally the only place where the Customer Service representatives will need to go for servicecontracts, initiating work tickets or obtaining work ticket or repair status. Thus, if Clarify provides thisinformation, the web solution can interface with Clarify for all of these transactions. The details must beworked out in conjunction with the on-going Clarify project.
Manage Service Account/RepairsManage Service Cases
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Date Version Description Author
Revision History