1. Use “Design Thinking” to tell a story ... - SAP
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1. Use “Design Thinking” to tell a story (Protagonist: Sales Territory Officer with aim to complete order to cash cycle efficiently, hassle free and in time) My Company ABC Ltd. manufactures and sells material to industrial customers through channel partners i.e. Distributor. Company also has its sales force comprising 50 personnel enhancing customer experience with sales. Company has divided the geographic location of targeted country into four zones and further divided into territory based customer demand and every sales individual is assigned to his territory. Distributor is responsible for adding new customers, serving existing customers and logging sales orders on behalf of its customers through a dedicated Marketing Portal. Each Sales individual is responsible for tracking Order fulfillment e.g. sales order has passed through different checks e.g. credit check, material availability check, check for statutory forms required for delivery like Road Permit, C Forms etc. If sales order passed through these checks then it goes into transport planning where vehicle is placed by registered transporters to ship the material. Sales individual needs to coordinate with dispatch officers to provide real time status of about material dispatch to their respective customers. He also coordinates with warehouse officers to check whether specific batch of the material (if required) is shipped. Sales individual also needs to coordinate with Distributors for adding new customers and track the status of in process sales orders till its reaches customers. He also supervise that Proof of Delivery (POD) for any sales orders has been provided by customers in time as he receives materials. It is very essential to make such shipments eligible for monthly transport payment run. If there is any dispute in Proof of delivery e.g. material received in cut and torn, wet, ground sweep condition or short quantity received then online complaint is raised by Distributor through Marketing portal. POD of such sales order is kept on hold. Sales individual is responsible to resolve this with customer and transporter. He is also responsible for receipt of payment outstanding for all delivered sales orders made by customers / distributors (If sales order is financed by distributor) in time as per payment terms. Each delayed payment transaction would also attract late payment penalty charges which customer would be able to avoid once they receive prompt information for timely payments. Material is also sent on stock transfer to depots and will be sold to customers from there to fulfill local demand promptly. Depot is distributor owned warehouse where stock ownership lies with the company. Sales individual needs to ensure timely removal of material from depots with inventory ageing not more than a week. He also needs to ensure zero bad debts on depot sales. For his daily work, a sales individual needs to coordinates with below stakeholders: 1. Customer 2. Channel partners i.e. Distributors 3. Marketing planning Group and Logistics Planning Team 4. Marketing Commercial Team 5. Warehouse Team 6. Dispatch Team 7. Transporters
Transcript of 1. Use “Design Thinking” to tell a story ... - SAP
1. Use “Design Thinking” to tell a story (Protagonist: Sales Territory Officer with
aim to complete order to cash cycle efficiently, hassle free and in time)
My Company ABC Ltd. manufactures and sells material to industrial customers through channel partners i.e. Distributor. Company also has its sales force comprising 50 personnel enhancing customer experience with sales. Company has divided the geographic location of targeted country into four zones and further divided into territory based customer demand and every sales individual is assigned to his territory. Distributor is responsible for adding new customers, serving existing customers and logging sales orders on behalf of its customers through a dedicated Marketing Portal. Each Sales individual is responsible for tracking Order fulfillment e.g. sales order has passed through different checks e.g. credit check, material availability check, check for statutory forms required for delivery like Road Permit, C Forms etc. If sales order passed through these checks then it goes into transport planning where vehicle is placed by registered transporters to ship the material. Sales individual needs to coordinate with dispatch officers to provide real time status of about material dispatch to their respective customers. He also coordinates with warehouse officers to check whether specific batch of the material (if required) is shipped. Sales individual also needs to coordinate with Distributors for adding new customers and track the status of in process sales orders till its reaches customers. He also supervise that Proof of Delivery (POD) for any sales orders has been provided by customers in time as he receives materials. It is very essential to make such shipments eligible for monthly transport payment run. If there is any dispute in Proof of delivery e.g. material received in cut and torn, wet, ground sweep condition or short quantity received then online complaint is raised by Distributor through Marketing portal. POD of such sales order is kept on hold. Sales individual is responsible to resolve this with customer and transporter. He is also responsible for receipt of payment outstanding for all delivered sales orders made by customers / distributors (If sales order is financed by distributor) in time as per payment terms. Each delayed payment transaction would also attract late payment penalty charges which customer would be able to avoid once they receive prompt information for timely payments. Material is also sent on stock transfer to depots and will be sold to customers from there to fulfill local demand promptly. Depot is distributor owned warehouse where stock ownership lies with the company. Sales individual needs to ensure timely removal of material from depots with inventory ageing not more than a week. He also needs to ensure zero bad debts on depot sales. For his daily work, a sales individual needs to coordinates with below stakeholders:
1. Customer 2. Channel partners i.e. Distributors 3. Marketing planning Group and Logistics Planning Team 4. Marketing Commercial Team 5. Warehouse Team 6. Dispatch Team 7. Transporters
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2. Create a Persona using a template Template 1 – Persona with text boxes and competency check marks
Name: Ashutosh Garg “For me, I would to…”: Enhance customer experience with prompt sales service and in turn maximize profit for my organization. Background: 34 years old, Married. Engineer/MBA by Education having 8+ years of experience of in handling the entire sales cycle encompassing Lead Generation / Territory development, warehouse/supply chain management, Distribution channel management, MIS & Reporting, Reports to Regional Manager. Job Title / Role: Territory officer Job Responsibilities (Main tasks and frequency): All the below responsibilities is part of daily work life for a Territory Officer:
• Sales volume and revenue generation – Ensuring timely supply of Sales Orders
• Customer relationship - Customer visits, servicing existing customers by resolving their daily supply chain related issues.
• Acquisition of new customers
• Inventory management of depots owned by Distributor– Ensuring that material stock ageing at depots must not be more than a week.
• Dissemination of various company’s information promptly to Customer and Distributor e.g. Information related to processing status of Sales order, Discount, Customer Account statement, payment outstanding, Exposures and available limits of Distributor, Check Material Grade availability at manufacturing plant
• Follow-up and update to Marketing Commercial Department on Statutory Forms requirement e.g. C-forms and F-forms
Main Goals:
• Maximize sales of company’s products in the territory
• Ensuring zero bad debt
• Reduction of daily outstanding
• Timely placement of sales orders and execution Needs:
• Real-time information on customer order and their status for timely Redressal of customer queries
• Access of desired information with convenience and mobility Pain Points:
• Time Constraint
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• Delay in access of information leads to delay in decision making and updation to customers
• Options of access through SAP becomes difficult while travelling
Stakeholders:
• CEO
• Vice President – Marketing
• Marketing Head – Product Division
• Regional Manager
• Warehouse Manager
• Territory Officer
• Logistics Planning Officer, Sales Planning officer, Commercial Officer, Dispatch Officer
• Customers
• Distributor
• Transporters Competencies: Casual User |-------|-------|-------|--------|-------| Power User Proactive |-------|-------|-------|--------|-------| Reactive Work in team |-------|-------|-------|--------|-------| Loan Fighter Global Focus |-------|-------|-------|--------|-------| Local Focus Innovative |-------|-------|-------|--------|-------| Conservative
3. User Experience Journey
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4. Mock Up:
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5. App Prototype (App Name: Order_to_Cash_Fiori_app) Icon Tab Filter: Open
Icon Tab Filter: In Process
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Navigation (Forward & Backward) to Item details from “In process” Icon tab Filter:
Icon Tab Filter: Shipped
