2. Executing - Auxiliary Services
Value
Reference
Model
Planning Governing Executing
Business Human Product Supply Chain Auxiliary
Services Resource Development Services Services
Services
3. Auxiliary Services
Auxiliary
Services
IT Services Organizational F&A Quality Customer
Intelligence Assurance Relations
Service Service Services
4. Quality Assurance
Total Quality Zero Defects
Regulations A ssure Product Reduce Reactive
Quality Process Deploy a Quality
Conform ity Quality
Orientation System
(Reactive Quality) (Preventive Quality)
Product Conformity Process QS Development
Monitoring
Product QS Certification
Process
Certification
Standardization
QS Training
Systematic
Measurements
QS Globalization
Benchmarking
5. Quality System Service
Quality System Service
Develop QS Certify QS Deploy QS
QS QS Procedures
Documentation
6. Quality System Development
QS Knowledge Determine QS Identify Involved Process Owners Examine Existing
Acquisition Context Functions Interview Documents
Create QS Define QS Analyse Current Validate Existing
Documentation Requirements System Procedures
7. Quality System Service
Quality System Service
Develop QS Certify QS Deploy QS
QS QS Procedures
Documentation
8. Quality System Certification
Company
Issue Set Up Change QS Changing Plan Actions Certif icate
Cerif ication Documentation Request Receiv ing
Request Analy sis
Pre-Audit Visit Audit Visit
preaudit ok
QS
Certif ication Certif ication Documentatio Requested Conf ormity
Request Deadlines n Actions Certif icate
Change
Request
Receiv e Certif ication Analy ze Issue Change plan
Def ine Final Report Rev iew Action Certif icate
Request Planning Documentation Request accepted
Correctiv e Plan Issuing
Actions
documentation ok
Certification Agency
9. Quality System Service
Quality System Service
Develop QS Certify QS Deploy QS
QS QS Procedures
Documentation
10. Quality System Deployment
Self Maintain Maintain Certify QS
Assessment Quality Quality
Records Documents
Self Evaluation Quality Data
Record QS Procedures
Preventive Nonconformities Maintain
QS Auditing
Actions Maintaining Corrective
Management Actions
11. Quality System Auditing
QS Plan Audit Check Audit Report Quality Nonconformity Audit
Plan Audits List Manual Registration
Prepare Audit
Visit
Calendar
Opening
Meeting
Previous Audit
Evaluation
QS
Deployment
Analysis
Closing
Meeting
12. Auxiliary Services
Auxiliary
Services
IT Services Organizational F&A Quality System Quality Customer
Intelligence Service Assurance Relations
Service Service Services
13. Customer Relations Services
Customer
Relations
Services
Support Maintenance & Account
Services Repair Service Managing
Service & Customer Customer Service Experience Support Incident Problem Returns
Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing
Admin Offering
(SMA)
14. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
15. Manage Service Business
Manage Service Business
Analyze the Manage Manage Manage Manage Site Archive Manage
Service Warranty Servicing Service Type Service Data Quality &
Status Terms Price & Environment
Package
16. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
17. Manage Site
Manage Site
Visit Site Analyze & Control Manage Site Data
Site
18. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
19. Manage Service Order
Manage Service Order
Control Service Plan Service Order Control Service Close Service
Order Order Execution Order
20. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
21. Manage Service Contract
Manage Service Contract
Control Service Enter Service Manage Relation Control Service Enter Service
Contract Quotation Contract Quotation Contract Contract
22. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
23. Manage Customer Request
Custom er Policies Service Call Center Handling Custom er Support Quality of Support
Maintain CMS Data Configure & Activate
Support
Manage Cus tom er
QoS/SLA
Custom er Handle Problem
Relations
Strategy
Manage Inbound
Calls Trouble Ticket Provide Custom er
Helpdesk Service
Define Cus tom er
Contact Policies
Manage Outbound
Calls
Provide On-Site
Support
Iss ue Call Center
Reports
Notify Custom er
24. Manage Inbound Calls
Procedures Call Procedure Contact Policy
Policies
Definition Definition
Service Service
Identify Call Type
Route Inbound
Calls
Inbound Call
Data Handle Inbound Contact Reason Inbound Call
queuing
Call Data Storing
Operator Activities
Customer
25. Manage Customer Request
Custom er Policies Service Call Center Handling Custom er Support Quality of Support
Maintain CMS Data Configure & Activate
Support
Manage Cus tom er
QoS/SLA
Custom er Handle Problem
Relations
Strategy
Manage Inbound
Calls Trouble Ticket Provide Custom er
Helpdesk Service
Define Cus tom er
Contact Policies
Manage Outbound
Calls
Provide On-Site
Support
Iss ue Call Center
Reports
Notify Custom er
26. Manage Outbound Calls
Configure Contact Policies
Outbound Call Lists Policy Definition
Campaign Service
Configured Assign Outbound
Campaign Call to Operator
Handle Outbound Calls to Customer Outbound Calls
assignment Call Contact Reason Data Storing
Operator Activities
Customer
Data
27. Service & Maintenance Administration
Service & Maintenance Admin
Manage Service (SMA)
Product Business
Roadmap
Defining Customers
Sales Back Manage Site Manage Service
Manage Internal Contract Support
Office Services negotiate
Service Request Contract
Replenishment
Planning Manage Customer
Manage Periodic Support
Maintenance Request Request
Human
Resource
Manage Resources
Services
Manage Service Invoice Customer Support
Spare Parts Order Invoice
Inventory
Managing
28. Manage Resources
Manage Resources
Control Control Service Control Spare
Technicians Car Parts
29. Customer Relations Services
Customer
Relations
Services
Support Maintenance & Account
Services Repair Service Managing
Service & Customer Customer Service Experience Support Incident Problem Returns
Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing
Admin Offering
(SMA)
30. Offering Support Contract
Support Web Form
Contract ac ces sible v ia
Offering
Support Policy Support Policy conf orms Take out Support
Document w ith
Support Contract perf orms Contract
Seller
Support
Policy
Notification
Product
Support
Policy Coverage Contract
Explanation Description Registration
31. Customer Relations Services
Customer
Relations
Services
Support Maintenance & Account
Services Repair Service Managing
Service & Customer Customer Service Experience Support Incident Problem Returns
Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing
Admin Offering
(SMA)
32. Customer Return Process
Credit Note F&A Services Sales Order Sales
Invoice
Handling
Cutomer Return Handling
Customer Check Return
Issues Request
Return Credit RMA
Request Customer Complete
Enter Return
Authorization Depot Repair
RMA w ith Credit
RMA w ith Repair
Approve Receive Create
Return Returned Replacement
Authorization Product Order
Carriers
Deliver Require Send Receipt
Return Inspection to Customer
Products
33. Customer Relations Services
Customer
Relations
Services
Support Maintenance & Account
Services Repair Service Managing
Service & Customer Customer Service Experience Support Incident Problem Returns
Maintenance Registering Educating Delivering Monitoring Contract Managing Solving Processing
Admin Offering
(SMA)
34. Account Management Context
Report to Management Account Managing
Mgt Reporting Info to be
Requirements Reported
Manage Accounts
Account Territory
Manager Manager
Key Customer
Account Analyst
Manager
35. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
36. Identify / Add Customer / Modify
Collect
Information
Review
Information
Classify Type
Determine
Customer
whether to
to be Added
add
Obtain
Management
Confirmation
Customer
to be Rejected
37. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
38. Analyze Customer Details
Customer to be
Added
Enter Data
Perform Historical
Review
Perform Potential
Review
Analyze Needs
Confirm Customer
Needs / Objectives
39. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
43. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
44. Analyze Account Type
Review KA Selection
Criteria
Review Customers
Against Criteria
Confirm KA Selection
Validate Selection and
Criteria
45. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
46. Planning the Call Activity
Customer Financial
Data Information
Handling
Marketing and
Marketing
Product
Strategy
Collect/Review
Customer
Information
Targeting
Review Segment
Strategies &
Definitions
Define Call Plan
Schedule Calls
Organize
ongoing Logistics
47. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
48. Execute Contact
Prepare for
Contact
Open Contact
Understand
Needs
Match Product
to Needs
Gain
Commitment
Close Contact
Document
Contact
49. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
50. Review Performance
Sales Data Financial F&A Services
Handling Information
Sales Data Analysis of Sales
Performance Data
[PERIODIC]
Sales Force
Effectiveness
Assessment
Sales Management
[ONGOING]
Understand Link
Between Actions and
Performance
[PERIODIC]
Change Process /
Plans
[PERIODIC]
51. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
52. Analyze Account
From Activities
Develop /
to Profiling
Update
Account Profile
Assess Position
Re-evaluate
Account
Classification
Complete Account Profile
Account Profile
53. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
54. Set Account Objectives
Account Account Input for Strategy
Analysis Profile Account Setting
Service Strategy
Define Account
Strategy
Set Account Goals
Establish Account
Objectives
55. Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
56. Create Account Plan
From Activities Develop Action Plan
to Plan
Creation
Determine
Resource
Requirements
Consolidate &
Assess
Account Portfolio
Finalize & Approve
Account Plans
Planning
Output
57. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
58. Execute Plan
From Plan to From Activities
Execute to Execution
Planning Executing
Modification
Output
Identify New
Opportunities
Modify Account Plan
59. Manage Accounts
Territory Manager Customer Analyst Key Account Manager
Start account status Review and Assess
has changed Account Portfolio
Define Call Plan
Identify / Add
Customer / Modify satisfactory
Evaluate Account
Performance
Review Performance account status Analyze Customer
has changed Details
Execute Plan non
satisfactory
Segment
Customers
Create Account
Execute Contact Plan
Validate
Segmentation
Set Account
Plan Call Activity Objectives
Analyze Account
Type
Analyze Account
non-key account key account
60. Evaluate Account Performance
Account Plan Ongoing
Output Activities Input
Account Measure
Planning Performance
Account
Performance
Evaluation Output
Assess Plan
Achievement
Evaluate Position and
Review Account
Status / Portfolio
61. Account Management Context
Report to Management Account Managing
Mgt Reporting Info to be
Requirements Reported
Manage Accounts
Account Territory
Manager Manager
Key Customer
Account Analyst
Manager
62. Account Management Information
Account Mgmt
Reporting
Information
Demographic Business Marketplace Performance
Information Information Information Information
Customer
Information
Sales History Contact History Relationship Invoicing Data Support Data
and Plan and Plan Profiles
63. Business Information
Business
Information
Planning Products and User Information Marketing Business
Information Services Info Materials Info Knowledge /
News
64. Planning Information
Planning
Information
Marketing Plans Sales Plans Account Plans Actual vs. Plans at Roll-up
Planned Details Level
65. Products and Services Information
Products and
Services Info
Product Up-to-date Papers Written New Studies Product Benefits
Definitions Critical Works
66. User Information
User Information
Queries from Customers ADRs Protocol Information Different Usage Patterns
67. Marketing Materials Info
Marketing
Materials Info
Details of Catalogue of Calendar Availability of
Marketing Marketing Detailing Key Incentives
Messages Materials Events
68. Business Knowledge / News
Business Knowledge /
News
Industry Best Practices Newsflashes About Shared Information
Events
69. Marketplace Information
Marketplace
Information
Government Competitor Other Practice Trends
Policies Information Information
Prescribing Economic and
Patterns and Regulatory
Trends Influencers
70. Government Policies
Government Policies
Guidelines Reimbursement Levels Budget Eligibility
71. Competitor Information
Competitor
Information
Marketing Competitor Global / Country Account Level
Messages / Strengths and Level Activity Activity
Materials Weaknesses
72. Other Information
Other
Information
End Users Profile Treatments Researches Future Trends
73. Performance Information
Performance
Information
Sales Marketing Financial Performance Incentives
Performance Performance Performance Against Plan Performance
Forecast vs. Following Budget Spend ROI vs. Forecast Individual Percentage
Actual vs. Target Planning Against Plan Performance Contribution
Horizons Available Against Incentive
Targets
74. Marketing Performance
Marketing Performance
Market Share by Comparison to
Product Competitor Products
75. Performance against Plan
Performance Against Plan
Contacts / Calls Monthly Actions and
Objectives
76. Sales History and Plan
Sales History
and Plan
Sales by product Planned sales by
category over time product category
77. Contact History and Plan
Contact History
and Plan
Names and roles Purpose Results and actions Planned
of person who of contact or questions arising future contacts
made contact
78. Relationship Profiles
Relationship
Profiles
Relationships Relationships between Relationships
within account account and external to Customers
bodies / individuals