copyright © 2014 oracle and/or its affiliates. all rights reserved. | capability model...
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
<AREA> Capability Model<Company Name><Project Name>
Presenter’s NamePresenter’s TitleOrganization, Division or Business UnitMonth 00, 2014
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Introduction• <Background>• <Purpose>• Capability Analysis for:
– <Business Objective>
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Scope of Analysis
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Top-Level Business Capabilities
Customer Relations Management
Business Capabilities – Level 1
Order Fullfilment
Innovation and Development
Procurement and Materials Management
Human Capital Management
Finance Control and Reporting
SalesCustomer Service Marketing
Customer Management
Product Development
Services Development
InventoryOrder Management
ShippingTransport Management
Supplier ManagementSourcing
ReceivingPurchasing
Research
Engineering Prod&Services Launch
Portfolio Management
Enterprise Performance Management
Payables Receivables Asset Management
General Ledger
Internal Controls
Information Technology
Recruiting Workforce Deploy
Workforce Develop
Competency Management
Learning Management
Strategy & Plan
Project ManagementBudgeting Performance
Management
Applications Middleware Databases DB Infrastructure
Hardware Network
SecurityMonitoring
and Management
Developer tools
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Top-Level Business Capabilities – Scope
Customer Relations Management
Business Capabilities – Level 1
Order Fullfilment
Innovation and Development
Procurement and Materials Management
Human Capital Management
Finance Control and Reporting
SalesCustomer Service Marketing
Customer Management
Product Development
Services Development
InventoryOrder Management
ShippingTransport Management
Supplier ManagementSourcing
ReceivingPurchasing
Research
Engineering Prod&Services Launch
Portfolio Management
Enterprise Performance Management
Payables Receivables Asset Management
General Ledger
Internal Controls
Information Technology
Recruiting Workforce Deploy
Workforce Develop
Competency Management
Learning Management
Strategy & Plan
Project ManagementBudgeting Performance
Management
Applications Middleware Databases DB Infrastructure
Hardware Network
SecurityMonitoring
and Management
Developer tools
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
<Capability Group> Capability
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Relative Impact on Business Objectives
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Business objectives:a) Reduce Costb) Reduce Time to Market
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Relative Impact on Business Objectives
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Reduce Cost Reduce Time to Market
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Strategic Significance (Differentiating Capability)
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Reduce Cost Differentiating
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Reliance or Impact on Key Processes
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Reduce Cost DifferentiatingProcess Reliance
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Reliance or Impact on IT
1. Customer Relations
Self Service
1.3 Customer Service
Call Center
Chat
Issue Resolution
Products Training
Lead Mgmt
1.2 Marketing
Campaign Mgmt
Proactive Marketing
Opportunity Mgmt
1.1 Sales
Customer Lifecycle Mgmt
1.4 Customer Management
Customer Profile Mgmt
Customer Relationship
Hierarchy Mgmt
Commission Mgmt
Communications Management
1.5 Customer Comm Mgmt
Communications Analysis
Customer Contracts Mgmt
Sales Forcasting
Reduce Cost DifferentiatingProcess RelianceIT Reliance
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Detailing <Capability Name> Capability
Capability Name Capability Description, explaining as well as possible the scope of the capability
Capability attributes
Processes Function Information Service Level/Availability
Security
Business Goals Metrics Current Issues Performance Owned By (business)
• xyx •xyx • xyx • xyx •xyx
•xyx •xyx •xyx •xyx • xyx
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Detailing Customer Service Capabilities
Customer Relationship Hierarchy Mgmt
Covers the complete set of services and belonging database required for Customer Relationship Hierarchy management, including the storing, updating and use of the data. It covers all kind of Customer Relationships, such as mother, daugher companies relationships, (sport) chain relationships, family relationships. Each entity does not have to be a customer themselves, such as children in a family relationship. Capability attributes
Processes Function Information Service Level/Availability
Security
Business Goals Metrics Current Issues Performance Owned By (business)
•Marketing • Self Service (access control)• Self Service(shop)• Call Center
•Collect, store, update, or delete Hierarchy and related Access Data• Collect, store, update or delete Access Data• Retrieve hierarchy data• Retrieve access data
• Customer/relation• Hierarcy• Access Rules
• Preferably same as for Self Service (24/7)• Disruptions lead to reduced self service function
•Customer confidencial
• Increase Revenue• Highly Satisfied Customers
•Customer satisfaction survey• Relationship based Sales number
• Capability does not yet exist
• Customer facing quality level (immediate)
• Customer Service
