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Business Process Document

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					<Company Name>

Business Process Document

Business Process Document v2.0
Associated with the following: <Project Name> <Idea Doc ID>
VERSION <X.X>

Confidential Information

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Business Process Document

Table of Contents
1 Business Need ......................................................................................................................... 3 1.1 Background......................................................................................................................... 3 1.2 Business Objectives ........................................................................................................... 3 1.3 Business Risks ................................................................................................................... 3 1.4 Assumptions and Dependencies ........................................................................................ 3 1.5 Definitions ........................................................................................................................... 3 Starter Q&A .............................................................................................................................. 4 Business Requirements ........................................................................................................... 5 Process Flow ............................................................................................................................ 6 Impacts ..................................................................................................................................... 7 5.1 Call Center Impacts ............................................................................................................ 7 5.2................................................................................................................................................ 7 Appendix................................................................................................................................... 8 6.1 Related Artifacts ................................................................................................................. 8 6.2 Question and Issue Log/History ......................................................................................... 8 Change Management ............................................................................................................... 9

2 3 4 5

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1 Business Need
< Overall business rationale which provide the foundation of the process defined herein >

1.1

BACKGROUND

< Provide a general description of the history or situation that led to the need for this business process; e.g. need to make our search process industry-standard, new business model we’re pursuing, client is adjusting its place in CE industry, because it’s about time someone documented our returns process, etc. (1) What is the current problem (2) How would like to see it addressed >

1.2

BUSINESS OBJECTIVES

< Lists the specific business objectives of the process in a way that is quantitative and measurable. You may draw from the work entered in the associated Idea Doc. In other words, what will define success once this process is implemented; this may include budget & schedule objectives. >

 

BO-1: BO-2:

1.3

BUSINESS RISKS

< Lists major business risks associated with the development of this solution, such as timing issues, losing client business if not implemented, expenses being incurred from manual involvement. >

ID 1

Risk Description Client opts not to purchase subscription The core fee of a part is a significantly small amount.

Risk Probability M

Risk Impact H

Risk Consequences ~$1.5 million per annum in revenue loss It costs Partsearch more to process the core return.

Risk Mitigation Regular client interaction, responsiveness to client needs If the core fee of a part is equal to or less than the threshold (currently set to $10), the part will not be considered core-eligible.

2

M

L

1.4

ASSUMPTIONS AND DEPENDENCIES

< List of any assumptions that were made when considering the business case. Also note any major dependencies the process must rely on for success such as business relationships, integrations, third party entities, etc >

 

AD-1: AD-2:

1.5

DEFINITIONS

< Specify any terminology or industry-standard nomenclature this process will speak to. This will ensure everyone is speaking the same “language” when defining the process and applications to follow.>

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2 Starter Q&A
< Below are a list of questions most BAs will need to begin their analysis; please fill in the information for each question with as much detail as you can provide. The more upfront information a BA has, the smoother the remainder of the SDLC will be.>

1. Is there an existing process which is being replaced or enhanced? If so, what is it?

2. What would be the ideal process?

3. Who are the users/actors of this business process and what special permissions should each user have?

4. Are there any prerequisites to this business process starting and/or completing?

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3 Business Requirements
< The following section outlines the core business rules and requirements this process must follow. This section should not be composed of how any applications should work, but how the process itself is to be laid out. IT will in turn take these business requirements and turn them into product requirements the application complies with>

ID BR-1

Description < Summary of business requirement>

Type <Functional or Operational>

Reference <Person or Document req originated from>

BR-2 BR-3 BR-4

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4 Process Flow
< Diagram depicting the lifecycle of the business process and all the people / groups (internal or external) that will be impacted; the ones below are swimlanes, built using Visio. As long as the end-to-end process is captured, the format is your choice >

Returns Process
Customer
Place Order for core part Airbil

Airbil

Customer ships part back

Customer ships part back

Fedex Integration SF

Core Portal

Can Customer Login?

Yes

Choose to print Airbil

Choose to print Airbil

Fedex Integration SF

Carrier

Generate Airbil

Receive package

Deliver Return

Generate Airbil

Receive package

Deliver Return

No

Vendor

Fedex Integration

Core Item has Shipped Fedex Flatfile Fedex Integration SF

Receive Return

Core Item has Shipped

Receive Return

Company

Receive delivery confirmation

Receive delivery confirmation

Partsearch Mails CR Airbil Credits Core Return is required? Send Servicer Core notification email. Record Tracking Number and update status Receive In transit confirmation

Send Servicer Core notification email.

Record Tracking Number and update status

Receive In transit confirmation

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5 Impacts
< This section outlines impacts this process will have within Partsearch as well as to external partners. If there is no anticipated impact, please enter “N/A”>

5.1
5.1.1

INTERNAL IMPACTS
CSR FUNCTIONS

5.1.2

CORPORATE ACCOUNT TEAM

5.1.3

RETURNS / CREDITS

5.1.4

SOURCING / SHIPPING

5.1.5

RESO OPT

5.2
5.2.1

EXTERNAL PARTIES
CLIENTS

< Training concerns, Account setup, data integration (e.g. PSP contracts from BBY), etc>

5.2.2

CARRIERS

< e.g. FedEx, UPS, USPS, etc >

5.2.3

PAYMENT PROCESSORS

< e.g. CyberSource, PayPal, new processor? >

5.2.4

VENDORS

< Includes distributors, mfgs, OEMs >

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6 Appendix
< Includes sections that are sited as references to other places in the document, as well as any other necessary information >

6.1

RELATED ARTIFACTS

< Any documents, pictures, email templates, etc which may additionally augment the analysis process >

6.2
Issue #

QUESTION AND ISSUE LOG/HISTORY
Section <hyperlink to doc section> Question Status <Open or Closed> Next Action …Due Owner Answer / Notes

1 2 3 4

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7 Change Management
<Denotes all changes to this document> Change Log # CL1 CL2 BPD Ver. 1.0 1.1 Date 07/26/2007 08/24/2007 Revision Description Initial version Defined a process to handle different core fees for the same item, item condition from multiple vendors. Updated Risk #2, defined BR-21, updated UC5 and UC6. Section Modified N/A 1.4 3 6.2 Bug # / SMI # Erwin Basa Author(s)

CL3

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posted:5/15/2009
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