BPR - COC Case Study

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    COC Case Study SUBMITTED TO:

    DR. FEROZ SIDDIQUI

    BPR ASSIGNMENT FOR

    SUBMITTED ON : 28 DEC 2014

    SUBMITTED BY:

    FA S E EH M U HA M MA D

    MBA(E) ID 7118

    I Q R A U N I V E R S I T Y GULSAN CAMPUS KARACHI

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    AS IS PROCESSES

    PROCESS FLOW & WORK FLOW

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    Customer Acquisition • Process starts with the customer

    visiting or calling the COC Sales People.

    • The customer collects the information & Fills forms.

    • Form Sent to Network Provider for the verification of credentials.

    • If approved then form sent for Account is opened and forms sent for signature.

    • Handset is Delivered. • Formed signed copy sent to Network

    Provider. Work Flow Process Flow

    AS

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    Cash Back Process • The cash back process stars when

    the network provider send the bill to the customer

    • The customer forwards that bill to the COC.

    • At COC, the accounts department receives he bills

    • The amount is recorded against the customer name for a given month.

    • Once done, the cash back amount is reimbursed to customer’s bank account.

    Accounting (Network) Customer Accounts Payable

    Accounting (CoC)ERPERP

    Work Flow

    AS

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    Commission Claim Process • COC gets the bill from the customer • COC Account consolidate and send Claim

    Invoice on Bi-weekly basis nt. The commission claim is check for discrepancy or mismatch,

    • Then there is exchange of emails between the two accounts

    • When it is finalized the COC’s Account receives the commission from Network Provider.

    • The accounts department at both the companies updates their accounting records.

    Accounting (CoC)

    Accounting (Network)ERP $

    CoC Account

    Work Flow

    AS

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    Stock Management Process • Warehouse keeps record of the stock

    levels review of the deals that COC and the price list

    • Performing cost benefit analysis. • The PO is then sent to the suppliers • The supplier confirms its approval and

    sends ASN. • In case the supplier rejects the request,

    the same purchase order is send to another supplier

    • Once the ASN is received the inventory level is updated in the records

    • The same information is recorded by accounts department

    Suppliers

    $

    $ $

    CoC Purchasing

    ERP

    Receives Price List Analysis

    Call for Purc

    PO Made PO Send Via ERP Email

    Approval / Rejection

    Accounting (Network)

    Invoiced

    Update ERP Accounts Module

    Payment Made

    Work Flow

    AS

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    Deals Management Process •

    Deals Management Department starts reviewing the prices of handsets manually.

    • Various combinations are subjected to the profitability analysis.

    • The deals once finalized are

    documents and circulated to the sales teams

    Network Provider

    Manager

    Handset S

    $

    $ $

    Procurement

    Sales

    Work Flow

    Pro

    AS

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    Combined Processes Start

    Phone CallWalk-In

    Customer Collects

    Information

    Fill Form

    Form Verification

    Creates account /

    Allocate H/Set

    Form Sent for Sign

    Singed Contract Collected

    Delivery Made

    Copy to Network Provider

    Withdraw / Stepout

    Copy to Accounts

    Contract Acquisition Process

    Start

    Review Network Rate

    Pacakge

    Make/Update Deals

    Sales Force Informed

    Hard Copy ofDeals Distributed

    Available Handsets

    Start

    Manual Review of

    COC

    Profit Analysis

    ERP System Makes PO

    PO Sent to Supplier

    Confirmation from Supplier

    & D/Date

    ERP Update Manually

    Invoice Received /

    Paid

    Accounts Updated

    A/R

    Stock Management Deals Management

    Start

    Customer Pay Bill

    Send Copy to COC

    Entered in ERP by COC

    Rebate to Customer A/C

    Cash Back Process

    Start

    Email Sent to Network Provider

    Reconciliation Process

    Exchange of Emails

    Credit to CoC A/C

    Commission Claim Process

    AS

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    TO BE PROCESSES

    PROCESS FLOW & WORK FLOW

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    Customer Acquisition

    Accounting

    Website

    Warehouse

    Shipping

    Customer Visits

    Collects Information

    Filled Form

    ERP System

    Verifies Credentials

    Net

    • The customer walks-in or visits the COC webpage.

    • The Customer collect information. • Once done he fills-in the required information

    for verification purpose. • The printed form singed by the customer. • For Web form the customer have to give explicit

    consent . • The customer is informed for status update. • The Product is shipped and account is created.

    Work Flow

    Process Flow

    TO

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    Cash Back Process

    Accounting (Network)

    Accounting (COC)ERP

    Integrated

    C

    Work Flow

    Pro

    • The network provider sends the copy of the bill to COC accounts department.

    • The accounts department makes necessary adjustments and the amount is deposited to the Customer account.

    • This reduces the delay in the time taken by COC to reimburse the bill and also the requirement of data entry will be eliminated.

    TO

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    Commission Claim Process • The COC refers to the billing information send from network

    provider and claims commission on bi-weekly basis. • Network Providers once receives this emails refers to the

    listed bills and approves the commission of COC, making payment to its account.

    • The information is updated in COC EPR-Accounts Module.

    Accounting (COC)

    Accounting (Network)ERP

    Integrated

    $

    COC Ba

    Work Flow

    Proces

    TO

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    Stock Management Process

    Network Provider Deals Management People

    Marketing

    Smart Software

    IT Dept

    Website

    Work Flow

    • The process starts when the latest information regarding handset prices and currently deals by COC are feed to the Smart Software.

    • The Smart Software evaluated the alternatives and provides the best deals for COC for various suppliers. Since COC is

    now working on ATP (Available to Promise) –Inventory.

    • There is no need of sending PO again and again to various suppliers, and the process is finished once the handsets are received and the ERP-Inventory Module is updated

    TO

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    Deals Management Process •

    The deals management departmenttakes input from the purchase’s department’s price list and the network provider’s deals.

    • The information that was already part of the Smart Software is used to come up with the best combination

    of handsets and network offers. • The website is updated for existing

    and new deals.

    Suppliers Marketing

    $

    $ $

    Purchasing

    Inventory

    Accounting (Network)

    ERP

    Sup

    Smart Software

    Warehouse

    Work Flow

    Proces

    TO

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    Combined Processes Start

    Current Deals Handset Price

    Information

    Smart Software

    Optimized Order

    PO Send

    A/R

    ERP Entery

    Invoice Reciving

    A/C Paid

    Start

    Handset Price Information

    Network Information

    Smart Software

    Best Deals

    Website updated for Sales Team

    Deals Marketed

    Stock Management Deals Management Cash Back Process

    Start

    Network Provider Send

    copy of Bill

    Information entered in

    ERP

    Amount Debited in Customer

    Commission Claim Process

    Start

    Used Copy of Bill from Network Provider

    COC Claims Comission

    Commission Gets

    Deposited

    Start

    Visits WebsiteWalks In

    Collects Information

    Enters & Prints

    Information

    Submitts Form

    FormVerification

    Account Created in

    ERP

    Customer Informed

    Handset Allocated

    Handset Delivered

    Customer Acquisition

    TO

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    CONCLUSION •

    The report suggests auto