Order Management Process for RSM

Document Classification: TCS-Confidential

 TABLE OF CONTENTS

1. Introduction.......................................................................................................................................... 3
1.1 Ruleset Design ............................................................................................................................... 3
2. Stage 1: Sign up ................................................................................................................................. 4
3. Stage 2: Selection & Getting approval ............................................................................................ 6
4. Stage 3: Manager Approval .............................................................................................................. 6
5. Stage 4: Shipment delivered ............................................................................................................ 6
6. Agents .................................................................................................................................................. 7
7. File Listener ......................................................................................................................................... 7
8. Best Practices to Implement ............................................................................................................. 7

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 1. Introduction

The process of Order gets initiated when a prospective customer approaches the RSM application
and place an order.

Use the Case Management concept for different stages.

1.1 Ruleset Design

Create different ruleset and versions and create the rules accordingly.
> Create rules, which are re-usable in framework ruleset
> Create rules in Implementation layer if they are only specific to the application
> Create rules in data ruleset, when they are data related rules
> Create rules related to integrations in Integration ruleset.

The Order Management process flow is composed of following stages:

o Sign up
o Selection & Getting approval.
o Final approval from the User to order the product
o Shipment delivered

Stage Stage Title Stage Outcome

1 Sign up Submit
Cancel

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 2 Selection & Getting approval Approve
Re-submit

3 Manager Approval Approve

Re-submit
Reject

4 Shipment delivered Approve

Reject

2. Stage 1: Sign up

In this Stage, customer logs into the application. The details related to the applicant, contact
information, requested order details, collateral details etc. are captured during this stage.

Are you placing this order for self or on behalf of someone else. Self and on behalf will have
some changes on the behavior, Use the WHEN rule to achieve this functionality.
Following are the properties to build in UI.
First Name
Specify the first name of the customer.
Middle Name
Specify the middle name of the customer.
Last Name
Specify the last name of the customer.

Note: In case of Self, The above values should be auto populated from operator ID details and it should
be editable in case of On Behalf.
Gender
Select the gender of the customer from the drop-down list.
Date of Birth

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 Specify the date of birth of the customer or select the date by clicking the ‘Calendar’ icon
provided.

Mother’s Maiden Name

Specify the customer’s mother’s maiden name.
Marital Status
Select the marital status of the prospective customer from the drop-down list. The following
options are available:
Married
Unmarried
Country
Specify the country of domicile of the customer.
Nationality
Specify the country of which the customer is a national or select the country code from the option
list provided.
Language
Specify the primary language of the customer or select the language from the option list provided.

Email
Email ID of the customer
Phone Number
Phone Number of the customer
Product Name
Name of the product required for the customer to buy

After capturing all the details in this stage, on click of submit case has to go to next stage to work basket.

Use to pega routing conept here to move the case to work basket
In the work basket, column headings defined through report definition
Case No,
Created date,
Created Operator,
Updated operator,
Case status
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 3. Stage 2: Selection & Getting approval

In this stage, the Supervisor checks whether the product is instock or not
Supervisor is the one who decides the order to be processed based on stock situation
Build the logic in activity to check from the database.

SOAP Service: Create a SOAP service around the activity mentioned above and expose it.
Connect SOAP: create a connect SOAP and consume the SOAP Service to get Instock for further
process.
Availability of the product tab is used to check the availability details of the product.
When the product is available, The Supervisor verifies the data and approve to move the case to next
stage. The Supervisor also updates the expected shipment date before approving the request.

Use to pega routing conept here to move the case to next stage.

Resubmit: In this stage If the supervisor finds out that the product is outstock,he will resubmit the case
to the previous stage with some alternate product names.

4. Stage 3: Manager Approval

In this stage manager checks all Information will either approve or reject the case, he will also
resubmit where the case have to be moved to customer again. The Manager should have an option to
update comments. In case of Reject, Email to be triggered to the customer with status as Resolved-
Rejected.

5. Stage 4: Shipment delivered

In this stage, the application and product information captured as part of the previous stages
undergoes a final check for the availability.

Actions: In this stage. The shipment Authorizer will verify the product stock offline and either approve or
reject the case. He will have a comment and an actual shipment date field to update the shipment

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direction. When the case is approved, the status becomes resolved-shipped else, the status becomes
resolved-rejected

6. Agents

If shipment delivery delayed by 7 days based on mentioned delivery date then order gets
cancelled and the notification is sent to user and approval manager.

7. File Listener

Orders can also be applied through excel file where the details can be filled inside excel and kept
in a common folder, file listener will read the file as soon as it place in common folder and create the
case.

8. Best Practices to Implement

 SLA expected for escalation and notifications purpose.

 Validations handled at UI and server level.

 Error handling with proper messages.

 Styling should be accurate and skin rules used as per best practices.

 Case management followed along with proper naming conventions.

 There shouldn’t be any error in Clipboard, Tracer, Log Files

 Use PAL/DB Tracer for monitoring the performance

 The Guardrail Score should be more than 90%

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