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General Business
Oracle Business Accelerator for Oracle E-Business Suite Release 12
Business Case Presentation
 Business Case
GB Corporation

• Established discrete manufacturing company

• Makes specialized engineered products
• Sells high quality niche products at premium prices

• GB Corporation’s goals for the coming year:

• Streamline bid process

• Improve sourcing strategy and reduce purchasing costs
• Increase manufacturing efficiency
• Better manage order fulfillment
• Streamline financial processes
• Efficiently manage Supply Chain
• Improve customer service.
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Opportunity Management
Opportunity to Order for Sales
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to • The Sales Representative and

Quote Telesales Agent convert an
• Manage Quote opportunity to quote
• Perform Cross-Sell, Up-Sell • Quote details are entered
• Configure Solution
• Present and Negotiate
Quote
• Determine Order Details
• Maintain Customer
Information
• Negotiate Service
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote • The Sales Agent confirms
• Perform Cross-Sell, Up-Sell Customer Requirements
• Configure Solution • Obtains approval for the
• Present and Negotiate requirements
Quote • Presents the requirements to
• Determine Order Details the customer and revises the
quote
• Maintain Customer
Information
• Negotiate Service
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell • The Sales Representative
• Configure Solution tries to sell additional related
• Present and Negotiate product offerings by
Quote presenting product
information to the customer
• Determine Order Details
• Maintain Customer
Information
• Negotiate Service
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution • The Sales Representative
• Present and Negotiate configure products and
Quote services, based on
• Determine Order Details preferences, for sales order
• Maintain Customer • The Sales Representative
Information checks availability and pricing
• Negotiate Service
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution
• Present and Negotiate • The Sales Manager then
Quote presents the quote to the
• Determine Order Details customer and negotiates to
• Maintain Customer arrive at price and discounts
Information
• Negotiate Service
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution
• Present and Negotiate
Quote • The Sales Representative
• Determine Order Details determines order options
• Maintain Customer such as shipping, billing,
Information scheduling, and payment
• Negotiate Service options
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution
• Present and Negotiate
Quote
• Determine Order Details
• Maintain Customer • Sales Representative
Information maintains primary information
• Negotiate Service about the customer
Agreement
• Convert Quote to Order
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution
• Present and Negotiate
Quote
• Determine Order Details
• Maintain Customer
Information
• Sales Representative
• Negotiate Service identifies and negotiates
Agreement warranty and service
• Convert Quote to Order agreements
 Opportunity Management
Opportunity to Order for Sales

• Convert Opportunity to
Quote
• Manage Quote
• Perform Cross-Sell, Up-Sell
• Configure Solution
• Present and Negotiate
Quote
• Determine Order Details
• Maintain Customer
Information
• Negotiate Service
Agreement • Sales Agent / Representative
• Convert Quote to Order converts the quote to order
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Enterprise Planning
Project Budget to Project Resourcing
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details • The Project Manager creates

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets
• Approve Budgets
• Manage Budgets
a Project from the template
• Establishes Work Breakdown
Structure for the project
• Assigns deliverables and
resources are assigned to
tasks
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets
• Approve Budgets
• Manage Budgets
• Project Manager creates
different versions of cost and
revenue budgets to estimate
for different scenarios
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets
• Approve Budgets
• Manage Budgets
• Project Manager creates
customer agreement. Project
funding is accomplished
• Creates Cost Budget for
Labor, Equipment, Material
and Financial Expenses
• Creates Revenue Budget for
each top task
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets • Project Manager rolls up Cost
• Approve Budgets and Revenue budgets
• Manage Budgets
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets
• Approve Budgets
• Manage Budgets
• Management team reviews
the Cost and Revenue
budgets and approves them
• Approved budgets are
baselined
 Enterprise Planning
Project Budget to Project Resourcing

• Define Project Details

• Define Budget Hierarchy
• Define Project Budgets
• Consolidates Budgets
• Approve Budgets
• Manage Budgets • Approved budget versions are
maintained
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Supply Chain Planning
Forecast to Plan Advanced
 Supply Chain Planning
Forecast to Plan Advanced

• Receive Customer Forecasts • The customer publishes

• Manage Consensus sales order forecasts
Forecasts received through their
• Enter Item Safety Stock distribution channels
Levels
• Run Production Plan
• Simulate with Revised
Constraints
• Release Schedule
 Supply Chain Planning
Forecast to Plan Advanced
• Receive Customer Forecasts
• Manage Consensus
Forecasts
• Enter Item Safety Stock
Levels
• Run Production Plan
• Simulate with Revised
Constraints
• Release Schedule
• The planner reviews the
customer forecasts
• Arrives at a consensus
forecast in collaboration with
the customers
• Publishes the consensus
forecast for the supply chain
planning process
 Supply Chain Planning
Forecast to Plan Advanced

• Receive Customer Forecasts

• Manage Consensus
Forecasts
• Enter Item Safety Stock • Planner enters item safety
Levels stock values taking into
• Run Production Plan account demand and supply
variability
• Simulate with Revised
Constraints
• Release Schedule
 Supply Chain Planning
Forecast to Plan Advanced

• Receive Customer Forecasts

• Manage Consensus
Forecasts
• Enter Item Safety Stock
Levels
• Run Production Plan • ASCP uses the input
Forecast to arrive at
• Simulate with Revised
Constraint based Supply
Constraints
Plan
• Release Schedule
 Supply Chain Planning
Forecast to Plan Advanced

• Receive Customer Forecasts

• Manage Consensus
Forecasts
• Enter Item Safety Stock
Levels
• Run Production Plan
• Simulate with Revised
Constraints
• Release Schedule
• Planner simulates What-If
scenarios.
• Manages exceptions and
constraints
• Freezes a consensus supply
plan
 Supply Chain Planning
Forecast to Plan Advanced

• Receive Customer Forecasts

• Manage Consensus
Forecasts
• Enter Item Safety Stock
Levels
• Run Production Plan
• Simulate with Revised
Constraints
• Release Schedule • Planner firms the plan and
releases Requisitions & Job
orders from the Planner
Workbench
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Procurement
Sourcing Requirement to Agreement
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing • Purchasing Manager creates

Requirements a list of potential suppliers
• Negotiation • Standard templates are used
• Publish Negotiation to for bidding and quoting
• Evaluate and Award
Responses
• Finalize Legal Contract
• Create Blanket Purchase
Agreement
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing
Requirements
• Negotiation • RFQs are created and
• Publish Negotiation emailed to potential
• Evaluate and Award suppliers
Responses • They are also made
• Finalize Legal Contract available on GB
Corporation’s website
• Create Blanket Purchase
Agreement
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing
Requirements
• Negotiation
• Publish Negotiation • Specifications,
• Evaluate and Award RFQ and Sourcing
Responses Documents are published
• Finalize Legal Contract
• Create Blanket Purchase
Agreement
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing
Requirements
• Negotiation
• Publish Negotiation
• Evaluate and Award • The Purchasing Manager
Responses reviews bids
• Finalize Legal Contract • Awards the contract to the
• Create Blanket Purchase selected supplier
Agreement
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing
Requirements
• Negotiation
• Publish Negotiation
• Evaluate and Award
Responses
• Finalize Legal Contract • The Purchasing Manager
• Create Blanket Purchase sets up buying agreements
Agreement with local supplier outlets
 Procurement
Sourcing Requirement to Agreement

• Define Sourcing
Requirements
• Negotiation
• Publish Negotiation
• Evaluate and Award
Responses
• Finalize Legal Contract
• Create Blanket Purchase • The Purchasing Manager
Agreement creates a blanket
purchase agreement
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Manufacturing
Plan to Schedule
 Manufacturing
Plan to Schedule
• Manage Labor Requirements
• Manage Machine and Other
Plan requirements
• Identify Shortages
• Schedule Shop Floor
• The Production Manager
reviews and adjusts the
labor schedules and reviews
allocations to various work
centers
 Manufacturing
Plan to Schedule
• Manage Labor Requirements
• Manage Machine and Other
Plan requirements
• Identify Shortages
• Schedule Shop Floor
• Using the Resource
Workbench, the Product
Manager identifies the
availability of machinery and
equipment needed to meet the
production schedule
 Manufacturing
Plan to Schedule

• Manage Labor Requirements

• Manage Machine and Other
Plan requirements
• Identify Shortages
• Schedule Shop Floor
• Product Manager identifies
material shortages and
determines the impact on
shop floor schedule
• Expedites/ reschedules orders
as needed
 Manufacturing
Plan to Schedule

• Manage Labor Requirements

• Manage Machine and Other
Plan requirements
• Identify Shortages
• Schedule Shop Floor
• Product Manager analyzes
and adjusts the shop floor
schedule
• Implements the revised shop
floor schedule
Manufacturing
Schedule to Build Discrete
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for • Production Manager reviews

Manufacturing
• Issue Material to Work Orders
• Execute and record Outside
Operations Activity
• Record Completions
• Inspect Goods
• Move Completed Assemblies
to Stock
Work Orders released from
Planning
• Creates any other work
orders as needed for
manufacturing
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for

Manufacturing
• Issue Material to Work Orders • Component material is picked
• Execute and record Outside and issued to the jobs
Operations Activity
• Record Completions
• Inspect Goods
• Move Completed Assemblies
to Stock
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for

Manufacturing
• Issue Material to Work Orders
• Execute and record Outside • Plant personnel complete
Operations Activity work orders and record
• Record Completions outside processing moves and
receipts
• Inspect Goods
• Move Completed Assemblies
to Stock
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for

Manufacturing
• Issue Material to Work Orders
• Execute and record Outside
Operations Activity
• Record Completions • Plant Personnel record
• Inspect Goods completion of jobs
• Move Completed Assemblies
to Stock
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for

Manufacturing
• Issue Material to Work Orders
• Execute and record Outside
Operations Activity
• Record Completions
• Inspect Goods • Quality results are entered into
• Move Completed Assemblies the Collection plans
to Stock • Finished material is accepted
based on satisfying
specifications
 Manufacturing
Schedule to Build Discrete

• Issue Work Orders for

Manufacturing
• Issue Material to Work Orders
• Execute and record Outside
Operations Activity
• Record Completions
• Inspect Goods
• Move Completed Assemblies • Completed assemblies are
to Stock moved to completion sub-
inventories
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Plant Maintenance
Asset Purchase to Maintenance Plan
 Plant Maintenance
Asset Purchase to Maintenance Plan

• Create eAM Asset • The Maintenance

Manager creates eAM
• Manage Asset Meters
Assets with identification
• Schedule PM Activities of ownership and cost
 Plant Maintenance
Asset Purchase to Maintenance Plan

• Create eAM Asset

• Manage Asset Meters • The Maintenance
• Schedule PM Activities Manager defines a meter
on the new eAM Asset
(forklift)
 Plant Maintenance
Asset Purchase to Maintenance Plan
• Create eAM Asset
• Manage Asset Meters
• Schedule PM Activities
• The Maintenance
Manager defines
schedules for the
preventive maintenance
activities for the forklift
based on calendar dates
• Based on the schedule,
the preventive
maintenance work orders
are automatically
generated
Plant Maintenance
Plan to Maintain Assets
 Plant Maintenance
Plan to Maintain Assets

• Create Work Orders • The Maintenance Manager

• Schedule Work creates work orders for the
Orders planned maintenance of the
• Execute Work Orders assets
• The work orders for forklifts are
based on meters
• The work orders for CNC machine
is based on list dates or rule based
 Plant Maintenance
Plan to Maintain Assets

• Create Work Orders

• Schedule Work • The Maintenance Manager
Orders schedules the orders to optimize
• Execute Work Orders the manpower, materials and
equipment constraints using the
scheduler workbench
 Plant Maintenance
Plan to Maintain Assets

• Create Work Orders

• Schedule Work
Orders
• Execute Work Orders • The work orders are executed for
all the tasks
• Materials and resources are
charged
• Meter readings are updated
• Quality results are recorded at the
completion of work orders
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Order Management
Order to Shipment
 Order Management
Order to Shipment

• Manage Customer Order • Sales Executive creates

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds
• Release Credit Holds on sales
Order
• Pick Material
• Ship Material
quote for the customer
• Submits draft of quote to
customer
• Customer reviews the
quote and give the
acceptance
 Order Management
Order to Shipment

• Manage Customer Order

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds
• Release Credit Holds on sales
Order
• Pick Material
• Ship Material
• Sales Executive checks
stock availability & ATP
data in system
• Schedules order delivery
based on ATP data
• Books the order
 Order Management
Order to Shipment

• Manage Customer Order

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order • Sales Order number is
Acknowledgment generated and sent to
• Manage Sales orders holds customer to confirm that
the order has been
• Release Credit Holds on sales
accepted
Order
• Pick Material
• Ship Material
 Order Management
Order to Shipment

• Manage Customer Order

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds • Holds are put if required
and reviewed
• Release Credit Holds on sales
Order
• Pick Material
• Ship Material
 Order Management
Order to Shipment

• Manage Customer Order

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds
• Release Credit Holds on sales • Holds are Released after
Order review
• Pick Material • Unreleased holds are
cancelled if required
• Ship Material
 Order Management
Order to Shipment

• Manage Customer Order

• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds
• Release Credit Holds on sales • A reservation is placed on
Order items in stock against
• Pick Material customer’s sales order
• Ship Material • The material is moved from
storage location to the final
shipping dock
 Order Management
Order to Shipment
• Manage Customer Order
• Check ATP and schedule
Sales Order Ship Date
• Send Sales Order
Acknowledgment
• Manage Sales orders holds
• Release Credit Holds on sales
Order
• Pick Material
• Ship Material
• The material is packed and
shipped to the customer
from the shipping dock
• GB Corporation sends out
the necessary shipping
documents along with the
consignment
• Also sends an Accounts
Receivable Invoice to the
Payables department of the
customer
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Financial Management
Budgets to Approval
 Financial Management
Budgets to Approval

• Define Budget Strategy & • The management team defines

Approach the budget for the new fiscal
• Import Budgets & year
Generate Budget • In line with the Organization’s
Allocations budget strategy, the Director of
• Maintain Budgets Finance defines a budget for
• Approve Budgets bid management activity
 Financial Management
Budgets to Approval

• Define Budget Strategy &

Approach
• Import Budgets & • Financial Analyst receives
Generate Budget Budget data from external
Allocations system.
• Maintain Budgets • He defines and distributes the
• Approve Budgets budget allocated to bid
management activity
 Financial Management
Budgets to Approval

• Define Budget Strategy &

Approach
• Import Budgets &
Generate Budget
Allocations
• Maintain Budgets • Budgets are reviewed
• Approve Budgets and changes made if
needed
• Revisions are created
 Financial Management
Budgets to Approval

• Define Budget Strategy &

Approach
• Import Budgets &
Generate Budget
Allocations
• Maintain Budgets
• Approve Budgets • Budgets are reviewed and
frozen/approved by Director
of Finance.
Financial Management
Supplier Invoice to Payment
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices • Accounts Payable Clerk

• Approve Supplier Invoices matches Supplier’s invoices
• Resolve Supplier Invoice to PO and Receipts
Holds • Accountant releases the
• Process Supplier Credit invoices for payment, after
Memos matching
• Manage Prepayments
• Modify Existing Invoice
Distributions
• Net AP/AR Accounts
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices • Accountant approves
• Resolve Supplier Invoice Supplier Invoices for
Holds processing payments
• Process Supplier Credit
Memos
• Manage Prepayments
• Modify Existing Invoice
Distributions
• Net AP/AR Accounts
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice • Accounts Payable Clerk
Holds verifies Supplier Invoice Holds
• Process Supplier Credit and resolves Supplier Invoice
Memos Holds before making payment
• Manage Prepayments
• Modify Existing Invoice
Distributions
• Net AP/AR Accounts
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice
Holds
• Process Supplier Credit • Accounts Payable Clerk
Memos Creates Credit Memos for
• Manage Prepayments overpayment and for returned
• Modify Existing Invoice material to Supplier
Distributions
• Net AP/AR Accounts
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice
Holds
• Process Supplier Credit
Memos
• Manage Prepayments • Accounts Payable Clerk
creates Prepayment invoices
• Modify Existing Invoice
for the Advances received
Distributions
from Suppliers
• Net AP/AR Accounts
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice
Holds
• Process Supplier Credit
Memos
• Manage Prepayments
• Modify Existing Invoice • Modifies Existing Invoice
Distributions Distributions for any
• Net AP/AR Accounts Supplier Invoices
• Issue Payments
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice
Holds
• Process Supplier Credit
Memos
• Manage Prepayments
• Modify Existing Invoice
Distributions
• Payables and Receivables
• Net AP/AR Accounts
are Netted for Identical
• Issue Payments Suppliers and Customers
 Financial Management
Supplier Invoice to Payment

• Manage Supplier Invoices

• Approve Supplier Invoices
• Resolve Supplier Invoice
Holds
• Process Supplier Credit
Memos
• Manage Prepayments
• Modify Existing Invoice
Distributions
• Net AP/AR Accounts
• Issue Payments • Accounts Payable Clerk
Issues Payments to Suppliers
and Expense reimbursements
to employees
Financial Management
Period End Close to Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile • Accountant confirms that the

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts
• Adjust GL for Period Close
• Close Period
• General Financial Reports
entry of all transactions are
completed in the system
• After all transactions are
processed, periods are
closed for Payables,
Purchasing, Fixed Assets,
Receivables and Inventory
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period • Enters all Subledger
Transactions Transactions and Journals,
• Define and Generate transfers and posts to the
Journal Entries General Ledger for the
current period
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts
• Adjust GL for Period Close
• Close Period
• General Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate • Define Manual Journal
Journal Entries Entries, Mass Allocation
Journal entries and generates
• Process Reserves, in the General Ledger
Reversals & Suspense JEs
• Reconcile Accounts
• Adjust GL for Period Close
• Close Period
• General Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves, • Reverse prior period
Reversals & Suspense JEs accruals, clear suspense
• Reconcile Accounts accounts, and generate
reversing entries
• Adjust GL for Period Close
• Close Period
• General Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts • Accountant reconcile all
• Adjust GL for Period Close subledgers to General
Ledger
• Close Period
• General Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts
• Adjust GL for Period Close • Adjust Journal Entries for
closing the Period
• Close Period
• General Financial Reports
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts
• Accountant confirms that the
• Adjust GL for Period Close entry of all transactions in the
• Close Period system and closes the
• General Financial Reports Accounting period in General
Ledger
 Financial Management
Period End Close to Financial Reports

• Close and Reconcile

Subledgers
• Process current period
Transactions
• Define and Generate
Journal Entries
• Process Reserves,
Reversals & Suspense JEs
• Reconcile Accounts
• Adjust GL for Period Close • Accounting Manager prepares
monthly financial reports
• Close Period
(including Balance Sheets and
• General Financial Reports Income Statement) for external
communication
 General Business

Opportunity Enterprise
Management Planning

Supply Chain Procurement Manufacturing

Planning

Plant
Maintenance

Order Financial Customer

Management Management Service
Customer Service
Service Request to Resolution
 Customer Service
Service Request to Resolution

• Receive Service Contact • The Customer Service

• Validate Customer Records and Representative (CSR)
Installed Base receives a call from the
• Verify Entitlement customer
• Create Service Request and
Identify Potential Solution
• Resolve Service Request and
Maintain Knowledge Repository
• Create Charge Order
 Customer Service
Service Request to Resolution

• Receive Service Contact

• Validate Customer Records and • The CSR validates the
Installed Base customer information and
• Verify Entitlement reviews the customer
product details in the
• Create Service Request and installed base
Identify Potential Solution
• Resolve Service Request and
Maintain Knowledge Repository
• Create Charge Order
 Customer Service
Service Request to Resolution

• Receive Service Contact

• Validate Customer Records and
Installed Base
• Verify Entitlement • CSR reviews warranty
• Create Service Request and information
Identify Potential Solution • Determines the level and
type of service available to
• Resolve Service Request and
the customer
Maintain Knowledge Repository
• Create Charge Order
 Customer Service
Service Request to Resolution

• Receive Service Contact

• Validate Customer Records and
Installed Base
• Verify Entitlement
• Create Service Request and • CSR creates and assigns
Identify Potential Solution Service Request
• Resolve Service Request and • Searches the knowledge
Maintain Knowledge Repository base repository for
potential solutions
• Create Charge Order
 Customer Service
Service Request to Resolution
• Receive Service Contact
• Validate Customer Records and
Installed Base
• Verify Entitlement
• Create Service Request and
Identify Potential Solution
• Resolve Service Request and
Maintain Knowledge Repository
• Create Charge Order
• CSR applies the solution
or performs the requested
service in order to resolve
the problem
• In case of a new problem
that is not in the
knowledge base, CSR
updates the knowledge
base with the solution
 Customer Service
Service Request to Resolution

• Receive Service Contact

• Validate Customer Records and
Installed Base
• Verify Entitlement
• Create Service Request and
Identify Potential Solution
• Resolve Service Request and
• CSR processes charges
Maintain Knowledge Repository
for the service. If product is
• Create Charge Order under warranty or has an
active Service Contract
attached to it, then the
charges are waived