proven solutions for complex customer relationship structures roger hartman, inrange consulting...

Proven Solutions for Complex Customer Relationship StructuresRoger Hartman, INRANGE ConsultingApril 16, 2007

Agenda• Executive Summary• Objectives• TCA Overview• Modeling Approaches• Key Challenges• Solutions• Conclusions• Questions & Answers

Executive Summary• TCA customer data is core to EBS• Structure allows for significant

granularity and flexibility• Challenge of leveraging the TCA• Resulting usability Issues

Objectives• Provide TCA Overview relevant to this

topic• Acknowledge TCA Customer Modeling

Approaches• Identify Key Challenges• Review Specific Solutions

TCA Overview• Introduced with EBS Release 11i• Inclusion of Party Layer• Ability to establish Party Relationships• Account Layer separate from Party

Layer• Account Relationships

TCA Overview – Logical Model

PartyPerson

Party RelationshipRelationship Organization

Account

Party

Account Relationship

TCA Overview - Terminology• Party - person, organization,

relationships• Account - customer financial details• Party Relationship - establishes the

relationship between two parties• Account Relationship - establishes the

relationship between two accounts

TCA Overview – Party Layer• Details independent of our selling

relationship• Separates these details from account

record• Allows for significant modeling

effectiveness

TCA Overview – Account Layer• Financial details specific to our selling

relationship• Traditional R10.7/11.0.3 Customer• Cannot exist without Party record

TCA Overview – Party Relationships• Describes relationship between two

parties• Unlimited number of relationships

between parties• Unlimited number of relationship types• Relationship is separate entity

TCA Overview – Account Relationships• Allows for transactional shipping and

billing relationship between accounts• Less flexible than Party Relationships• Essential to customer modeling in 11i

Modeling Approaches• Various acceptable modeling

approaches• Child Sites Approach• Customer Organization Entities as

Parties• Clear “Best Practice” approach for B2B

Child Sites ModelHeadquarters

Subsidiary1

Subsidiary2

Subsidiary3

Party Account Site

Headquarters

Best Practice Model

Subsidiary2 Subsidiary3

Party Account Site

Headquarters

Sub3Sub2Sub1

Site Site Site

Headquarters

Subsidiary1

Party Relationship

Account Relationship

Best Practice Approach• Most organizational entities modeled as

parties• Any entities with DUNS number

modeled as parties • Offers significant flexibility and power• Introduces significant usability concerns

Key Challenges• Challenges can arise around usability,

interfaces, integration, reporting, performance, etc.

• Our focus today is usability

Key Challenges - Usability• Difficulty searching for and finding customer

records• Visibility to the associated account or party

layer• Require additional details about the

relationship• Require additional details about the

organizational structure

Solutions• Broad and universal impact • Simple to moderately complex• Consistency in model is key• Standard functionality and extended

functionality• Customizations should be avoided

when possible

Sample Organization StructureGlobal Ultimate

Subsidiary1 Level 1

Domestic Ultimate

Subsidiary3 Level 1

Subsidiary2 Level 1

Subsidiary2 Level 2

Subsidiary2 Level 2

Solutions• Grouped into the following:

– Finding the Correct Party– Identifying the Correct Account– Understanding the Party Relationships and

Structure– Account Layer Visibility– Party/Account Structure Exceptions

Finding the Correct Party• Increased number of parties means

more difficulty distinguishing between records

• Party name should be proper name• Address Line option can be effective in

some cases

Finding the Correct Party• Extend standard search capabilities to

include additional name details in results

• Universal Search is common to several EBS modules

Finding the Correct Party

Spreadtable Modifications• Standard capability within the EBS• Include values in the datasource

relational view• Include values from other tables by

joining to key in the datasource view• Be mindful of performance impact

Spreadtable Modifications

Identifying the Correct Account• Introduction of Party Layer means less

focus on customer account number• Common concern with upgrades from

10.7 or 11.0.3• Account number not included in many

standard search capabilities

Identifying the Correct Account• Add Account Number to Universal Search

results• Extend seeded Spreadtables to accomplish• Assume in this model most parties have

only one account• If multiple accounts, display earliest active

record

Identifying the Correct Account• Expose Account Number in standard

Universal Work Queue (UWQ) nodes• The UWQ is common across EBS

product families• Deliver work to application users• Gain efficiencies by adding necessary

details

Identifying the Correct Account

Identifying the Correct Account

Understanding Party Relationships• Party Relationships allow for significant

modeling flexibility• Standard EBS functionality is insufficient for

users to fully understand existing relationships

• Example: inbound sales lead call

Understanding Party Relationships• Objective to allow users to view and maintain

additional relationship detail• Define DFF on Relationship• Available on standard eBusiness Center

(eBC) Relationship tab

Understanding Party Relationships

Understanding Party Relationships• Standard Relationship forms display

immediate relationships only• eBC allows hyperlink access to related

parties• Users require more information and simple

access

Understanding Party Relationships• Customer Support Dashboard

– Accessible from forms such as Contact Center, eBC, At-a-Glance

– Easily extended by defining new Customer Profile Variables

– Includes Drilldown capabilities

Understanding Party Relationships• Sample Dashboard Profile Variables

– Global Ultimate– Domestic Ultimate– Levels to GU– Levels to DU

Understanding Party Relationships

Dashboard Modifications

Understanding Party Relationships• Add similar logic to standard UWQ

nodes– Tasks– Leads– Opportunities

Understanding Party Relationships

Party Structure Details• Users benefit significantly from increased

access to details relevant to the overall structure

• Leverage the Dashboard to include:– Critical Customer within Structure– Open SR’s within Structure– Escalated SR’s within Structure– Open Opportunities within Structure

Party Structure Details

Account Layer Visibility• Users require visibility to account details• Customer Standard form, eBC Account

tab often excluded from most users• Continue to leverage Dashboard to

include Account detail

Account Layer Visibility

Adding the Account Layer• TCA model requires manageable

process to initiate Account creation

Adding the Account Layer

Conclusions• The TCA best practice approach is highly

desirable• This approach leads to usability issues not

addressed by standard EBS functionality• The solutions offered address universal

usability concerns• These solutions are reusable and can be

replicated across additional EBS areas

Questions & Answers

roger_hartman@inrangeconsulting.com