IQRA UNIVERSITY

GULSAN CAMPUS KARACHI

BPR ASSIGNMENT FO R

COC Case Study

SUBMIT TED TO:
DR. FEROZ SIDDIQUI
SUBMIT TED ON : 28 DEC 2014
S U B M I T T E D BY:
FA S E E H M U H A M M A D
MBA(E) ID 7118

AS IS PROCESSES

PROCESS FLOW & WORK FLOW

Customer Acquisition

AS-IS PROCESSES
Start

Process starts with the customer

visiting or calling the COC Sales
People.
The customer collects the information
& Fills forms.
Form Sent to Network Provider for
the verification of credentials.
If approved then form sent for
Account is opened and forms sent for
signature.
Handset is Delivered.
Formed signed copy sent to Network
Provider.

Walk-In

Phone Call

Customer
Collects
Information

Withdraw /
Stepout

Fill Form

Form
Verification

Creates
account /
Allocate H/Set

Form Sent for

Sign
Copy to
Network
Provider
Singed
Contract
Collected
Copy to
Accounts
Delivery Made

Work Flow

Process Flow

Cash Back Process

AS-IS PROCESSES
Start

The cash back process stars when

the network provider send the bill
to the customer
The customer forwards that bill to
the COC.
At COC, the accounts department
receives he bills
The amount is recorded against
the customer name for a given
month.
Once done, the cash back amount
is reimbursed to customers bank
account.

Customer Pay
Bill
$

Accounting
(Network)

ERP

Accounts Payable

ERP

Customer

Bank

Send Copy to
COC

Entered in
ERP by COC

Accounting
(CoC)

Work Flow

Rebate to
Customer A/C

Process Flow

Commission Claim Process

AS-IS PROCESSES
Start

COC gets the bill from the customer

COC Account consolidate and send Claim
Invoice on Bi-weekly basis nt. The
commission claim is check for
discrepancy or mismatch,
ERP
Then there is exchange of emails
between the two accounts
When it is finalized the COCs Account
receives the commission from Network
Provider.
The accounts department at both the
companies updates their accounting
records.

Email Sent to
Network
Provider

Accounting
(Network)

Accounting
(CoC)
$

Reconciliation
Process

ERP

CoC Account

Work Flow

Exchange of
Emails

Credit to CoC
A/C

Process Flow

Stock Management Process

Start

Manual
Review of
COC

Profit Analysis

$
$

Warehouse keeps record of the stock

levels review of the deals that COC and the
price list
Performing cost benefit analysis.
The PO is then sent to the suppliers
The supplier confirms its approval and
sends ASN.
In case the supplier rejects the request,
the same purchase order is send to
another supplier
Once the ASN is received the inventory
level is updated in the records
The same information is recorded by
accounts department

AS-IS PROCESSES

Analysis

Receives Price List

Suppliers

ERP System
Makes PO

CoC
Purchasing

Approval / Rejection

Call for Purchase

A/R

PO Made
PO Send Via ERP Email
PO Sent to
Supplier

Invoiced

ERP

Update ERP
Accounts Module

Accounting
(Network)

Confirmation
from Supplier
& D/Date

Payment Made

Supplier Account

Work Flow

ERP Update
Manually

Invoice
Received /
Paid

Process Flow

Accounts
Updated

Deals Management Process

AS-IS PROCESSES
Start

Review
Network Rate
Pacakge

$
$

Deals Management Department

starts reviewing the prices of
handsets manually.
Various combinations are
subjected to the profitability
analysis.
The deals once finalized are
documents and circulated to the
sales teams

Network Provider

Procurement

Handset Supplier

Make/Update
Deals

Sales

Manager
Sales Force
Informed

Work Flow
Hard Copy of
Deals
Distributed

Process Flow

Combined Processes
Contract Acquisition
Process

Stock Management

Start

Start

Walk-In

Phone Call

Profit Analysis

Customer
Collects
Information

Withdraw /
Stepout

Manual
Review of
COC

Fill Form

ERP System
Makes PO

AS-IS PROCESSES
Deals Management

Available
Handsets

Commission Claim
Process

Cash Back Process

Start

Start

Customer Pay
Bill

Email Sent to
Network
Provider

Start

Review
Network Rate
Pacakge

Send Copy to
COC

Make/Update
Deals

Entered in
ERP by COC

Sales Force
Informed

Rebate to
Customer A/C

Reconciliation
Process

Exchange of
Emails

A/R

Form
Verification

PO Sent to
Supplier

Creates
account /
Allocate H/Set

Confirmation
from Supplier
& D/Date

ERP Update
Manually

Form Sent for

Sign
Copy to
Network
Provider
Singed
Contract
Collected

Invoice
Received /
Paid

Copy to
Accounts
Delivery Made

Accounts
Updated

Hard Copy of
Deals
Distributed

Credit to CoC
A/C

TO BE PROCESSES

PROCESS FLOW & WORK FLOW

Customer Acquisition

TO BE PROCESSES
Start

The customer walks-in or visits the COC

webpage.
The Customer collect information.
Once done he fills-in the required information
for verification purpose.
The printed form singed by the customer.
For Web form the customer have to give explicit
consent .
The customer is informed for status update.
The Product is shipped and account is created.

Customer Visits
Visits Website

Walks In

Collects Information

Collects
Information
Website

Enters &
Prints
Information

Filled Form
Submitts
Form

Work Flow

ERP System

Form
Verification

Verifies Credentials

Network Provider

Accounting

Account
Created in
ERP

Handset
Allocated

Warehouse

Process Flow
Handset
Delivered

Shipping

Customer
Informed

Cash Back Process

The network provider sends the
copy of the bill to COC accounts
department.
The accounts department makes
necessary adjustments and the
amount is deposited to the
Customer account.
This reduces the delay in the time
taken by COC to reimburse the bill
and also the requirement of data
entry will be eliminated.

TO BE PROCESSES
Start

Accounting
(Network)

ERP
Integrated

Accounting
(COC)

Customer Bank

Network
Provider Send
copy of Bill

Information
entered in
ERP

Work Flow

Amount
Debited in
Customer

Process Flow

Commission Claim Process

TO BE PROCESSES
Start

The COC refers to the billing information send from network

provider and claims commission on bi-weekly basis.
Network Providers once receives this emails refers to the
listed bills and approves the commission of COC, making
payment to its account.
The information is updated in COC EPR-Accounts Module.

Used Copy of
Bill from
Network
Provider

COC Claims
Comission
$

Accounting
(COC)

ERP
Integrated

Accounting
(Network)

COC Bank

Work Flow
Process Flow

Commission
Gets
Deposited

Stock Management Process

The process starts when the latest

information regarding handset prices and
currently deals by COC are feed to the
Smart Software.
The Smart Software evaluated the
alternatives and provides the best deals
for COC for various suppliers. Since COC is
now working on ATP (Available to Promise)
Inventory.
There is no need of sending PO again and
again to various suppliers, and the process
is finished once the handsets are received
and the ERP-Inventory Module is updated

TO BE PROCESSES

Network Provider

Deals Management People

Purchasing

IT Dept
Smart Software

Website

Marketing

Work Flow
Process Flow

Deals Management Process

TO BE PROCESSES
Start

Handset Price
Information

$
$

The deals management department

takes input from the purchases
departments price list and the
network providers deals.
The information that was already
part of the Smart Software is used to
come up with the best combination
of handsets and network offers.
The website is updated for existing
and new deals.

Suppliers

Purchasing

Network
Information

Marketing

Smart
Software

Smart Software
Accounting
(Network)

Supplier Account

Best Deals

Warehouse

Website
updated for
Sales Team

Inventory

ERP

Work Flow

Deals
Marketed

Process Flow

Combined Processes
Customer Acquisition

Stock Management

Start

Deals Management

Start

Start

Handset Price
Information

Current Deals

Walks In

TO BE PROCESSES

Handset Price
Information

Network
Information

Cash Back Process

Start

Start

Network
Provider Send
copy of Bill

Used Copy of
Bill from
Network
Provider

Information
entered in
ERP

COC Claims
Comission

Amount
Debited in
Customer

Commission
Gets
Deposited

Visits Website
Smart
Software
Collects
Information

Smart
Software

Commission Claim
Process

Optimized
Order
Best Deals

Enters &
Prints
Information
PO Send

Website
updated for
Sales Team

Submitts
Form
A/R

Deals
Marketed

Form
Verification
ERP Entery

Account
Created in
ERP

Handset
Allocated

Handset
Delivered

Customer
Informed

Invoice
Reciving

A/C Paid

CONCLUSION
The report suggests automation as well and review and elimination of certain steps
company need automation at several processes.
The introduction of technology that will eliminate the need for signature will reduce the
application cycle time and the live chat room will eliminate the cost of running a call center.
Similar having a Smart Software that can optimize variables will help improve the efficiency
of the purchase and deals management department.
The introduction of the new Smart Software will reduced the iterative process of re-ordering
and sending PO again and again.

The assumption that COC is directly receiving bill will help reduce the cash back and
commission claim time.

This Concludes Our Presentation!

Thank You!