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Business analysis
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Technical analysis
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|
Business Event
|
Owner (Organization/ Department)
|
Business Process or Function
|
Application
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Database
|
Interfaces
|
|
Customer solicits for information on auto insurance
|
Customer Service Help Desk
|
Sales support
|
CRM
|
CRM Software Vendor
proprietary
|
Send email to customer re-directing to website
|
|
Customer submits application for insurance
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Customer Service Help Desk
|
Order processing
|
Web based Insurance application
|
SQL Server XML repository
|
Notify Rating department of new application. Combination email and stored procedure call to populate Oracle database.
|
|
|
Rating Department
|
Order Processing
|
Rating system
|
Oracle
|
Invite Carriers to quote application. Voice mail for some.
|
|
|
|
Order Processing
|
Carrier Integration system
|
Middleware vendor software
|
Notifies preferred carriers of application submission and invites proposals
|
|
Carriers submit proposals or rejections
|
Rating Department
|
Order Processing
|
Policy management system
|
Oracle
|
Customer is sent email of proposed offers to provide insurance by carrier(s)
|
|
|
|
Order Processing
|
Carrier Integration system
|
Middleware vendor software
|
Rating department is notified and customer is sent email.
|
|
Customer selects Carrier and provides credit information
|
Rating Department
|
Order Processing
|
|
Oracle
|
Credit card authorization request is sent to external service.
|
|
Carrier issues Policy
|
Rating Department
|
Sales Support
|
Policy management system
|
Oracle
|
Notify CRM of newly issued policy information
|
|
|
|
Sales Support
|
CRM
|
CRM Software Vendor
proprietary
|
Notifies customer that policy has been issued and on its way.
|
The following table details the hierarchy of levels of information used to construct the model:
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|
Level
|
|
Example
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|
Business analysis
|
Business Event
|
A "happening" or "activity" that initiates outside of the business or internal system that results in an eventual response from that system. Business events typically originate from a customer or business partner, but they can also originate from within the organization itself.
|
Customer solicits for information on Auto Insurance
|
|
Owner(Organization/ Department)
|
The individual, group or location within the business enterprise who handles or resolves a specific Business Event. This can be one or more individuals or departments, or it can be an entire organization or sub-organization with even more resources and larger budgets. The scope of ownership generally depends on the size and scale of the business being modeled.
|
Customer Service Help Desk
|
|
Business Process or Function
|
A specific internal activity or set of related activities that exist to handle or resolve a specific Business Event. For example, "procurement "is a business process comprising such activities as selecting vendors, arranging credit terms, and tracking inventory levels. A process groups related activities for the purposes of understanding their interaction, rather than their specific components. This level can be as granular or as amalgamated as the analyst that is constructing the model needs it to be.
|
Sales support
|
|
Technical analysis
|
Application
|
A program or set of programs used to support the Business Process/ Function in handling the Business Event. This can be as simple as a spreadsheet or email utility; or it can be as extensive as a software package from an ERP, CRM or middleware vendor. Here again, the degree of granularity of this information level can vary with the scale of the model. However, in order to be meaningful, it should be at the application module or subsystem level. The scale of this level should be consistent, and it should match the scale of the Business levels.
|
CRM
|
|
Database
|
Any mechanism used to persist and retrieve information by the Application. It is very useful to know when certain applications utilize databases that are interoperable. This could make feasible the deployment of a technology suite that is both supported by the IT staff and paid for by the business. In essence, why spend money on middleware plumbing when the same result can be achieved with existing infrastructure?
|
CRM Software Vendor proprietary
|
|
Interfaces
|
A program, application or other utility specifically designed to exchange data between itself and other interfaces. The important items to capture at this level are:
- Data content and format
- Transport mechanism: sync or async , protocol or utility
- Target component and/or logical address of target
In case the interface is a middleware vendor product or utility, then we should capture the relevant information as is applies to that specific product/utility.
|
Send email to customer re-directing to website
|