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Business Process Study

User Interview Records

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c Nina Bhat, Gurpreet Bajwa, Ankit



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 c Dhaniwala, Pankaj Tripathi

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Dr, Morepen Office / 09

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May 2011


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Dr. Morepen is essentially intofourfour divisions DMLis one of them.
The discussions on day one were specific to the operations of DML which is based on the end-user booking
and distributor billing model. Typically Chemists are the end customers for DML division and SOs engage in
daily selling of products to the Chemists
The org hierarchy is as:

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There are about 175 SOs reporting to 30 ASMs who in turn report to 7 RSMs and an NSM respectively
-c The SO are mapped to unique HQO
-c Sales Territory start from Zone which break down to Areas and QH O based on States
-c In a state there can be multiple ASMs depending upon the size of the states

Overview of the functioning and processes of your department:


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001 List and design of the masters for Chemist,Product,
Maintaining Masters
Distributor, Super Stockist (SS)
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Personal order Booking (POB) Booking fed in the system against visit of each day
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Beat Management Chemist segmentation for meeting coverage
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Stock Statement Stock Statement distributor-wise fed in monthly
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Targets Sales Goals for HQs
006 Calculation of expense from the meetings done with
Expenses
Chemists

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done
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onf ur ng re- ss gning of records when User s eps
    
 m loyee S ep-downs
 
down
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 ! igr  ion mpor ing he r ns ctional data in the system
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# otifications Automatic #otifications
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ntegration
" ntegration with
" # AV, Web App, Adrenalin
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Approval rocesses   ustomizing approval process in the system
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! ailing System nfra for the
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Scheme/Offers ! anagement Announcements in the system
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 roduct Feedback A form to enter any suggestions on the roduct 

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$ eports  ustom eports
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@ $estrict the user from entering $ for specified

$ Locking
period
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A custom web based application called as SFA being used to track & manage the bookings and Stock
Statement

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-, -
 

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Business rocess Study
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User nterview ecords

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c 9 aintaining 9 asters
Following specific masters will be created systemare required:
-c ?roduct
-c hemist
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-c istributor
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-c Super Stockist
-c esignation
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-c Beat master
-c oliday
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-c Leaves
-c xpenses
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-c targets
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And other obvious masters like State, mployee, Zones etc.
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;? L sells directly to Super distributors, who in turn sell to istributors, who sell to chemists.
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?rimary sales - Super istributor ( his will be captured in AV)

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Secondary sales ² Sale by istributor (this will be captured by SO for each distributor at the end of the
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month. Stock and sale statement is received from each distributor.

Logical relationships need to be defined between the masters for reporting and mapping.
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he ?roduct will be common to all the SOs but the hemist and istributor will be owned by the SOs, so
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each SO can have multiple exclusive hemist/ istributor under him.

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Aew hemists can be creates by a SO in his beat. Approval is required from the AS . Until the AS
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approves the new hemist, SO should not be able to add any record related to this chemist.
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SOs will be mapped at unique <= s.

Some of the master entities listed above will seek an approval before becoming active in transactional
system
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c ?OB

?ersonal Order Booking is the booking the SO does with the hemist on daily basis which is fed in the
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system along-with
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( aily call report)as
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he ?OBDCR is essentially the quantity entered against the matrix of ?roduct vs. Chemist he visits that day .
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he ?OB gets calculated automatically based on ?rice from the product master and the quantity entered.
he SO will have to meet @ Chemists in a day. of which some shall contribute to the ?OB.
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he Chemists have to be classified as A, B & C depending on the size of bookings they do with SO. op  ,
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@ and  as A, B & C respectively( his needs to be automated in the system). his automation will
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happen quarterly by the system. his will be maintained in a read-only field.

Same classification of chemists (A,B,C) will be maintained manually also. Both the classification-system
driven and manually maintained will be compared using a report.

DCR will be entered by SO, AS , RS . J J

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Business ?rocess Study
User nterview Records
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DCR will be entered for each working day?OBwill be entered foras per the our ?lan that was scheduled a
month ago, any deviation of the tour plan shall seek an approval from anager. M

he user should be able to select the name of anager who accompanies him in any of his visits.
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System should store the date DCR was filled for each day.

Of the Chemists visited in a day, those Chemists giving (?OB·s)bookings will be counted as ?roductive Calls
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Corresponding to otal Calls, ?roductive Calls and ?OB per day respective D should be calculated and
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displayed in the DCR. anager·s when entering their DCR with the option of ´selfµ (that means he has
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done the appointment alone with the chemist) should have an option of entering ?OB respective to each
visit he makes. Otherwise, if he is accompanying any SO, then DCR should not show ?OB option.

?roductive calls for a anager will be counted depending upon the visits entered by SO in his DCR which
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has an associated ?OB.

t is proposed to maintain a stock statement for Chemists also for informative purposes while filling in the
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DCR. Current stock of the chemist can be entered at the time of making ?OB.

AS to have a different format of DCR

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After creating the ?OB·s, the SO gives them to his related Distributors who further contact the chemists and
sell products to him.
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he ?OB cannot be tracked against the actual sales happening distributor -wise i. is not linked with the
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Distributor. in the Stock and Sale statement

So it is recommended that eEach Chemist needs to be mapped to  a preferred distributors (db) who shall
supply against the bookings done. While entering the ?OB, system should showthe preferred Distributor who
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will get this ?OB. here should be an option of changing the Distributor to any other distributor.

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c Beat M anagement
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Beats ( erritory) are the routes the SOs has to cover in a day. Each beat comprises of list of @ Chemists that
exist in a location.

Each SO has
@@ Chemists to visit and bring business from in a month so a batch of @ Chemists in a
particular locality forms a Beat.

All Beats will be associated with a distributor in that locality.

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he Beats will be used to create a our ?lan in the system in a way that each Beat shall be covered at least
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once in a month. our plan will be created manually by the SO, AS and RS . M M

Beats can be created by a SO. Approval required from AS when a SO creates a Beat.
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A report required to show high priority ²class A chemist not visited. he system should prioritize Beats based
on the stock sales coming from that Beat on quarterly basis
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?rioritization of Beats is missing

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c Stock Statement

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Business ?rocess Study
User nterview Records
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Stock Sale Statement is the Distributor wise data sheet filled in the system by the SOs on monthly basis.
Currently there is no link between the ?OB done and actual sales (Stock Sales Statement) done by
Distributor.
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he Stock Sale Statement is list of all ?roducts with their R?s and the Opening stock values (carried
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forward from the Closing Stock of previous month) Receipt, Return- n from the Retailer, Return Out to SS,
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Closing Stock and based on the above mentioned parameters Sales uantity and Value gets calculated
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he pricelist chosen for the Stock & Sale statement has to be decided by U orepen (??? ?ending
discussion)
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he Sale value here for the month contributes to the roll-up of argets defined for the SOs
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here exists no co-relation between the ?OBBO? done and its fulfilment againstSecondary Sales through
distributors.

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c argets

A Sales arget needs to be assigned and maintained from the [W level rolling up to the Zone level
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he argets are granulated till the level so the arget will be owned by the AS and the SOs reporting
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to him will contribute to the addition of arget achieved for in totality.

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AS s will have team oals, not individual oals

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Vf a SO leaves the company, his targets are inherited by the new SO who has come in his place. System
should keep the records of the old SO and track ?OB and stock& sale of the new SO from the DOJ.
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here should be a provision in the system to set the arget SKU wise
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he AS U should have a view of Actual arget, n progress and achieved target

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Business ?rocess Study
User nterview Records
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c Expense ` anagement

Expense anagement is required in CRM system.

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he Expense Management system is not being used in the current system. he system should calculate the
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expense for the various erritories covered. E.g. A home Location visit is not entitled to A.
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c our ?lanning

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our ?lanning is the submission of a call schedule in the system. he SOs has to schedule and submit a
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meeting plan in the system called as the our ?lan or the ?.

a a a

? is done in the batches of Beats. he ? uses Beats as its input units which shall be later used to punch in
DCR.
a a a a

he ? so submitted undergoes an approval from the manager. he ? for coming month is submitted by a

rd day of the current month. By default the system will suggest DCR to be filled based on the ?, if any
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deviation from the ? manager·s approval is required.

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A report will be required to show deviation between DCR and ?

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he user takes print out of ? with him to follow the schedule

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c Employee Step-Downs

For the Employee Step -Downs a provision to be there whereby the user can be deactivated in the system
without actually transferring the ownership of history data in his name.
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he major problem with the existing system is that when an employee s teps-down the place is left vacant
and when a replacement is done the history of sales done by the old user gets over ridden so no line of
distinction exists

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Business ?rocess Study
User nterview Records
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c Data Migration

?rovisions in the system whereby users can upload the Masters from excel and migrate the existing
transactional data in the system.
A data map/template to be created so that the data can be uploaded in new system

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c Alerts/ otifications

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With the new system in place it should generate automated notifications/alerts/reminders based on the
business specific criteria.
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hese notifications could be in form of emails or tasks in the system. Only vital alerts should be implemented
in the system, rest can be identified in the reports that can be run on demand.
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he criteria is yet to be specified by DML team

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c ntegration

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he CRM system will have to be integrated with AV and RMS solution for integrity of data throughout the
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organization.
.c Ôntegration with AV j ‰
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a.c Super distributor will be created in the CRM, sent for approval to M. Ôf approved, same
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Super distributor gets created in AV.
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b.c otal sale of Distributor from crm to nav to show in reports /dashboards. "c#cc"ccc$%&'cc(
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c.c otal order booked from crm to nav to show in reports /dashboards. cc$%&'
d.c ?roduct master to reflect from nav to crm
e.c ?rice list from nav to crm ‰
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.c Ôntegration with RMSm
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a.c ew employee created in RMS should get created in CRM
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b.c Employee leaving the company from RMS to crm m

c.c olidays, expense master from hrms to crm

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d.c Leave from crm to RMS m
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Additionally a Web interface needs to be developed which will be used by SOs to enter their data, which "c#cc"ccc$%&'cc(
shall flow through it to the CRM system cc$%&'

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he exact data points for integration shall be brought up in subsequent discussions ccc ccc c!ccccc
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Business ?rocess Study
User Ônterview Records

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c Approval ?rocesses

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here will be multiple stages where an approval from immediate/level ²  manager is required.
he approval will facilitate the validation of data entered in the system.

During the discussions an approval at following points is required :

-c Approval from ASM before adding a new Chemist
-c Approval from ASM† RSM † SM to add new Distributor
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-c Approval from SM † M&S † CEO to add a new Super Stockist and CNF
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-c Approval on the ravel Expense from ASM † RSM † NSM

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-c Approval from ASM on the ? created by SOs

-c Approval on the Stock & Sale sheet filled in by the SOs

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c Mailing System

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he users have been allotted Morepen.com Ôds to access their emails. he same E-mail ÔD should receive
email notifications from the system and the user should be able to send the mails from within the system
internal to DML only..
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his will again require an integration with ?ostmaster email system currently b eing used in Morepen
?rovision required in the system to view Announcements (broadcasted info) if any to be shared with all SOs
across the country

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c Scheme/Offers Management

?rovision required in the system to view Announcements (broadcasted info) if any to be shared with all SOs
across the country

SO will have to manually enter the complimentary items given against each ?OB line as per the offer valid
at that time

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c ?roduct Feedback

A page to be designed in the system that will accept the Feedback from Chemist against the ?roduct
selected
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Although the ?roduct Feedback from exist in the current system, user has to switch screens to enter
feedbacks. Ôt is recommended to have a tab on DCR page itself to lessen the navigation
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Business ?rocess Study
User Ônterview Records

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c Reporting

All customized reports will have to be designed in the system.

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he Reports will be so designed as per the format shared by DML team. All the filters and grouping criteria
will be given with each report as per the format shared by DML team

Of the reports that are pulled from existing SFA system it will be best tried to replicate the same in CRM

A new report is required that will show influenced ?OB of ASM when he visits the Chemist with an SO
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E.g. if out of  visits done in a day by SO and the ASM has accompanied in  of them. he ?OBs from these
 chemists should be tracked also
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he existing SFA reports caters to most of the needs but there are compilation issues
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c DCR Locking

DCR Locking is done to prevent user from entering DCR for specified period based on which attendance is
judged out of it.
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he DCR for last  days can only be filled. For the days past  the system will not allow the SO to fill in his
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DCR. o fill the DCR more than  days old a permission from admin is required who then unlocks the same
temporarily.
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he DCR lock is not same throughout for all the SOs. Ôt is defined for each SO on the SO detail form.

~ owever there should be a provision to lock/unlock the DCR access for multiple users in single go
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