IEAI-UTG

Process Narrative
 
Created: 07/29/2008
Last Modified: 09/18/2009




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Table of Contents

   1.0   Overview
1.1   Pre-Sales
1.2   Order Intake
1.3   Project Administration
1.4   Service Delivery
   2.0   Project Administration
2.1   Internal Weekly Reporting
2.2   Customer Invoicing
2.3   Supplier Payments
2.4   Month-close Project Audit
   3.0   Pre-Sales
3.1   Contract Review (QP-002-PCR)
3.2   Lead Qualification
3.3   Customer Negotiation
3.4   Proposal Development
   4.0   Order Intake
4.1   Process Order Intake Ticket
4.2   Update SFS
   5.0   Service Delivery
5.1   under construction...
   6.0   Process Order Intake Ticket
6.1   Ready to make Order Intake Ticket
6.2   Access to Project360?
6.3   Complete Excel spreadsheet OI ticket
6.4   Complete OI ticket in Project360
6.5   Email OI ticket for approval
6.6   Transfer OI ticket to Project360
6.7   Review OI ticket
6.8   OI ticket complete?
6.9   OI Ticket Template (xls)
6.10   Project360
6.11   Rework OI ticket
6.12   Publish OI ticket
6.13   Finished with Order Intake ticket processing
6.14   OI ticket email distribution
6.15   Executed Contract for Services
6.16   OI Ticket (xls)
   7.0   Update SFS
7.1   under construction...
   8.0   Internal Weekly Reporting
8.1   Update PMS
8.2   Review & Complete PMS
8.3   Extract Delivery highlights for Division
8.4   Weekly Delivery Report
8.5   Extract Highlights for Corporate
8.6   Record Account Activity
8.7   Weekly AM Activity Post
8.8   Extract Sales Highlights for Division
8.9   Weekly Sales Report
8.10   PMIS
8.11   Weekly Division Report
8.12   President (IEA-UTG)
8.13   COO
8.14   Director of Sales and Marketing
8.15   AM
8.16   PM
8.17   Weekly Delivery Report Template
8.18   Weekly Delivery Report Template
   9.0   Customer Invoicing
9.1   Customer Recognizes Invoice Trigger
9.2   Generate draft request
9.3   Invoice Request Email
9.4   Generate Draft Invoice
9.5   Review Draft Invoice
9.6   Draft Invoice OK by PM?
9.7   Invoice Correction Request
9.8   AM Review Draft Invoice
9.9   Draft Invoice OK by AM?
9.10   Generate Live Invoice
9.11   Issue soft-copy and supporting docs
9.12   Customer Receives Invoice
9.13   Customer
9.14   Finance
9.15   AM
9.16   PM
9.17   Invoice Request Template
9.18   Draft Invoice
9.19   Invoice Hardcopy
9.20   Customer Backup Email
9.21   Project360
9.22   enter invoice information
9.23   QuickBooks
9.24   PSO
   10.0   Contract Review (QP-002-PCR)
10.1   Entry Criteria
10.2   Verify Scope and DAT
10.3   Verify Price and Cost
10.4   Exec Reveiw - Operations
10.5   Exec Review - Sales
10.6   Exec Review - President
10.7   Exit Criteria
10.8   President (IEA-UTG)
10.9   COO
10.10   Director of Sales and Marketing
10.11   AM
10.12   PM
11.0   Lead Qualification 
12.0   Customer Negotiation 
13.0   Proposal Development 
   14.0   Supplier Payments
14.1   Receive external invoice
14.2   Receive internal invoice
14.3   Review supplier invoices
14.4   Supplier invoice valid?
14.5   Return supplier invoice for correction
14.6   Record supplier invoice as cost in Project360
14.7   Request supplier payment
14.8   Pay supplier
14.9   Supplier Invoice (Internal)
14.10   Supplier Invoice (external)
14.11   Project360
14.12   QuickBooks
14.13   COO
14.14   Administrative Assistant
14.15   PSO
14.16   PM
14.17   Finance
14.18   Supplier (internal)
14.19   Supplier (external)
   15.0   Month-close Project Audit
15.1   Enter
15.2   Receive invoices
15.3   Record billed cost
15.4   Record unbilled cost
15.5   Record other direct cost
15.6   Record customer invoice
15.7   Determine revenue recognition method
15.8   Record earned revenue
15.9   Recalibrate business plan
15.10   Generate Project360 month-close report
15.11   Project360
15.12   Supplier Invoice (Internal)
15.13   Supplier Invoice (external)
15.14   Draft Invoice
15.15   ADP Expense eXpert
15.16   Project360 Report
15.17   Exit


1.0  
Overview Process Narrative

Overview
Overview

1.1   Pre-Sales 

This is the collection of activities leading up to an executed contract or service agreement.  It includes lead qualification, proposal development, customer negotiation and contract review.

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role


1.2   Order Intake 

Order Intake


1.3   Project Administration 

Project Administration


1.4   Service Delivery 

Service Delivery




2.0  
Project Administration Process Narrative

Project Administration
Description Project Administration
Project Administration

2.1   Internal Weekly Reporting 

Internal Weekly Reporting


2.2   Customer Invoicing 

Customer Invoicing


2.3   Supplier Payments 

Document ID
Revision 09a
Last Reviewed
Next Review

Process for handling supplier invoices from receipt of invoice to payment request.

Linked Resources

Name Description Type
PSO Project Support Officer Role

Owner

Name Description Type
COO Cheif Operations Officer Role

Approval List

Name Description Type
COO Cheif Operations Officer Role
Finance Finance Role

Distribution List

Name Description Type
COO Cheif Operations Officer Role
Finance Finance Role
PM Project Manager Role
President (IEA-UTG) President of IEA-UTG Role
PSO Project Support Officer Role


2.4   Month-close Project Audit 

This task group includes activities performed by the COO and PSO to complete project-level audits at month close.

Additional tasks involving Finance to develop the departmental MIS are in the task group called "Month-close MIS"




3.0  
Pre-Sales Process Narrative

Pre-Sales
Description Pre-Sales
Pre-Sales

This is the collection of activities leading up to an executed contract or service agreement.  It includes lead qualification, proposal development, customer negotiation and contract review.

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role


3.1   Contract Review (QP-002-PCR) 

Contract Review Process (reference QMS procedure QP-002-PCR)


3.2   Lead Qualification 

Lead Qualification

Owner

Name Description Type
AM Account Manager Role


3.3   Customer Negotiation 

Customer Negotiation

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role


3.4   Proposal Development 

Proposal Development

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role




4.0  
Order Intake Process Narrative

Order Intake
Description Order Intake
Order Intake

4.1   Process Order Intake Ticket 

Process Order Intake Ticket


4.2   Update SFS 



5.0  
Service Delivery Process Narrative

Service Delivery
Description Service Delivery
Service Delivery

5.1   under construction... 



6.0  
Process Order Intake Ticket Process Narrative

Process Order Intake Ticket
Description Process Order Intake Ticket
Process Order Intake Ticket

6.1   Ready to make Order Intake Ticket 

Requirements

Name Description Type
Executed Contract for Services Contract for services is fully executed. Requirement


6.2   Access to Project360? 

Depending on the conditions in the field, some Account Managers may not have suitable access to Project360.  If access is not available, or connection speed is too slow, an order intake ticket can be developed off-sline using an Excel template.  Otherwise, it is preferable to develop the Order Intake ticket online in Project360.

Incoming Links

Name Description Link Label
Ready to make Order Intake Ticket

Outgoing Links

Name Description Decision
Complete Excel spreadsheet OI ticket Complete Excel spreadsheet OI ticket no
Complete OI ticket in Project360 Complete OI ticket in Project360 yes


6.3   Complete Excel spreadsheet OI ticket 

Access a copy of the Excel template (see hyperlink on Excel icon in the proces map).  Save out a copy of the template, renaming to the project number.  Fill out the yellow fields in the template.  Most fields have comments to describe the intent of the field.  If you have questions about the template, contact the PSO or the COO.

Linked Resources

Name Description Type
OI Ticket Template (xls) [hyperlink]  Order Intake Ticket Template Spreadsheet

Owner

Name Description Type
AM Account Manager Role


6.4   Complete OI ticket in Project360 

Complete OI ticket in Project360

Linked Resources

Name Description Type
Project360 Project360 database in SQL server Database

Owner

Name Description Type
AM Account Manager Role


6.5   Email OI ticket for approval 

Send a copy of the Excel order intake ticket to the PSO with CC to the COO and Director of Sales and Marketing.

Owner

Name Description Type
AM Account Manager Role


6.6   Transfer OI ticket to Project360 

Transfer OI ticket to Project360

Linked Resources

Name Description Type
OI Ticket Template (xls) [hyperlink]  Order Intake Ticket Template Spreadsheet
Project360 Project360 database in SQL server Database

Owner

Name Description Type
PSO Project Support Officer Role


6.7   Review OI ticket 

Linked Resources

Name Description Type
Project360 Project360 database in SQL server Database

Owner

Name Description Type
COO Cheif Operations Officer Role


6.8   OI ticket complete? 

Is the Order Intake ticket complete and representative of the baseline budget and accepted business case?

Owner

Name Description Type
COO Cheif Operations Officer Role

Incoming Links

Name Description Link Label
Review OI ticket

Outgoing Links

Name Description Decision
Publish OI ticket Publish Order Intake ticket
Rework OI ticket Rework Order Intake ticket


6.9   OI Ticket Template (xls) 

Hyperlink

URL / File Path
\\Var01\varfiles\SALES\Order Intake Tickets\Order Intake Ticket 0 ...  

This is an Excel template that can be used to complete an order intake ticket off-line.  

NOTE: If you open this file from a hyperlink, please remember to SAVE AS another file before you edit.

Owner

Name Description Type
PSO Project Support Officer Role


6.10   Project360 

This is the central repository of project financial information residing on the company SQL server.  Applications which make use of the database include the Project360 Project Editor as well as various spreadsheets and reports which can access the information through ODBC linkages stored as DSN data sources.

Owner

Name Description Type
Software Services Delivery Manager Software Services Delivery Manager Role


6.11   Rework OI ticket 

Rework Order Intake ticket

Owner

Name Description Type
PSO Project Support Officer Role


6.12   Publish OI ticket 

Publish Order Intake ticket

Owner

Name Description Type
PSO Project Support Officer Role


6.13   Finished with Order Intake ticket processing 

6.14   OI ticket email distribution 

Order Intake ticket email distribution


6.15   Executed Contract for Services 

This can be a purchase order, service agreement, task order, purchase authorization, etc.  The document must clearly state that the customer is requesting specific goods or services for a defined fee, and the document must have the signature approval of a representative of the customer with sufficient authority to bind the customer to the terms of the contract.

Owner

Name Description Type
COO Cheif Operations Officer Role


6.16   OI Ticket (xls) 

Order Intake ticket (xls)




7.0  
Update SFS Process Narrative

Update SFS
Update SFS

7.1   under construction... 



8.0  
Internal Weekly Reporting Process Narrative

Internal Weekly Reporting
Description Internal Weekly Reporting
Internal Weekly Reporting

8.1   Update PMS 

Do Weekly, no later than Monday 9:00 AM Eastern Time

Under Home | Project Risk Review...

1) Select project to update

2) Date is auto-populated

3) Availability of PO/WO for IEA-UTG will always be "Yes" unless we are working at risk in advance of a contract execution.

4) Work flow - pick from list.

5) Delivery - pick from list.

6) Quality - pick from list. Note that if the project has an institutionalized review cycle with no option for first-time-acceptance, then the first round should be counted as business as usual, so select "No issues." Select "RW required" only after the first opportunity for acceptance.

7) Customer Acceptance - pick from list.

8) Quality of Communications - pick from list (in your judgment).

9) Meeting Projections - enter 100% unless you have missed milestones in the last review period.

10) COQ - This is the Cost of Quality. Enter 10% for projects running normally.

11) COPQ - This is the Cost of Poor Quality. Enter 0% if you have no avoidable rework; otherwise, estimate impact of rework.

12) Eff - This is production efficiency, not normally measured in IEA-UTG projects. Enter 100% unless you need to draw attention to a known problem.

13) This can be read from the "Margin" project property in the Project360 editor. For most IEA-UTG projects, it is 20%.

14) Payment Issues - pick from list

15) Manpower - Enter IEA-UTG headcount involved on the project.

16) Color Code - this is auto-populated based on responses to questions 3-14.

17) Score - this is auto-populated based on responses to questions 3-14.

18) Risk Rating - this is auto-populated based on responses to questions 3-14

19) Reasons - this is a general purpose comment field, primarily for you to explain why the project is at the risk level it is calculated to be. This field must have some comment for projects in Yellow or Red condition.

20) Action Taken - this is a second general-purpose comment field to log notable activity for the past period. Try to always have at least a brief sentence here to characterize how the project is running.

Owner

Name Description Type
PM Project Manager Role


8.2   Review & Complete PMS 

Do Weekly, no later than 5:00 PM Monday

Under Home | Consolidated report

1) Check to see if all active projects have a log for the past week.  If not, call the PM or supply a risk evaluation from what can be known from other correspondance.

2) Review entries made by PMs.  Take note of escalation items.  Edit language if necessary for project archives.

3) Add executive comments as necessary.

Owner

Name Description Type
COO Cheif Operations Officer Role


8.3   Extract Delivery highlights for Division 

Do Weekly, no later than 5:00 PM Monday.

1) Initialize a Weekly Delivery Report from the Word Template for IEA-UTG Delivery

2) Copy selected logs from PMS into the report; sort alphabetically by common project name.

3) Add overall summary and attachments as necessary.

4) Distiribute to President of IEA-UTG, with CC to the Director of Sales and Marketing as an email attachment.


8.4   Weekly Delivery Report 

This is the Weekly Delivery Report email from the COO to the President.

Subject line should read "IEA-UTG Weekly Delivery Report for Week Ending yyyy-mm-dd"

For PDA convenience, the text of the report should also appear in the email message.

Owner

Name Description Type
COO Cheif Operations Officer Role


8.5   Extract Highlights for Corporate 

Extract Highlights for Corporate

Owner

Name Description Type
President (IEA-UTG) President of IEA-UTG Role


8.6   Record Account Activity 

Do Weekly no later than 9:00 AM Monday

Record a brief note of account activity for the previous week.

Owner

Name Description Type
AM Account Manager Role


8.7   Weekly AM Activity Post 

This is the weekly post of activity from each Account Manager.

Owner

Name Description Type
AM Account Manager Role


8.8   Extract Sales Highlights for Division 

Do Weekly, no later than 5:00 PM Monday.

1) Initialize a Weekly Delivery Report from the Word Template for IEA-UTG Delivery

2) Copy selected logs from AM posts into the report; sort alphabetically by common project name.

3) Add overall summary and attachments as necessary.

4) Distiribute to President of IEA-UTG, with CC to the COO.

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role


8.9   Weekly Sales Report 

This is the Weekly Sales Report email from the Director of Sales & Marketing to the President.

Subject line should read "IEA-UTG Weekly Sales Report for Week Ending yyyy-mm-dd"

For PDA convenience, the text of the report should also appear in the email message.

Owner

Name Description Type
Director of Sales and Marketing Director of Sales and Marketing Role


8.10   PMIS 

Hyperlink

URL / File Path
http://203.200.218.51/pmis/  

This is the web-based repository of project monitoring information.  It contans summary tracking information as well as project risk assessment logs which should be completed on a weekly basis.  Note that the PM assignment of any project is based on the ID of the person creating the project record.  Once the project record is created, it can be edited by anyone with a defined role for the project.  Note also that many of the financial tracking fields are auto-populated from systems working for projects in India, but are not functional for projects edited in the US.

Owner

Name Description Type
Systems & Network Administrator Systems & Network Administrator Role


8.11   Weekly Division Report 

Weekly Division Report

Owner

Name Description Type
President (IEA-UTG) President of IEA-UTG Role


8.12   President (IEA-UTG) 

RESPONSIBILITIES

a. To provide leadership & strategic direction to IEA-UTG.

b. Formulate and execute strategies that will to strengthen the market position of IEA-UTG & Infotech.

c. Responsible for the Profit & Loss Statement (P&L) for IEA-UTG.

d. Define Responsibilities, Authorities of Personnel of IEA-UTG and assign KRA’s for them from time to time.

e. Determine the Customer requirements and ensure they are being met with the aim of enhancing customer satisfaction.

f. Ensure availability of resources to meet the organizational objectives.

g. To review the training needs of local IEA-UTG employees and approve the requisite training activities

h. Achieve KRA’s set from time to time.

Assigned Personnel

Name Description Type
Administrative Assistant Administrative Assistant Role
COO Cheif Operations Officer Role
Director of Sales and Marketing Director of Sales and Marketing Role


8.13   COO 

Cheif Operations Officer

Linked Resources

Name Description Type
Project360 Project360 database in SQL server Database

Assigned Personnel

Name Description Type
Director of Technical Services Director of Technical Services Role
PM Project Manager Role
Production Manager Production Manager Role
PSO Project Support Officer Role
Software Services Delivery Manager Software Services Delivery Manager Role


8.14   Director of Sales and Marketing 

Director of Sales and Marketing

Assigned Personnel

Name Description Type
AM Account Manager Role
Proposal Coordinator Proposal Coordinator Role


8.15   AM 

Account Manager


8.16   PM 

Project Manager


8.17   Weekly Delivery Report Template 

Hyperlink

URL / File Path
\\Var01\data05\Support\templates\IEA-UTG Weekly Delivery Rep ...  

This is a simple template used to standardize look and feel for weekly reports to the Division President so they are consistent with other reports.

Owner

Name Description Type
COO Cheif Operations Officer Role


8.18   Weekly Delivery Report Template 

Hyperlink

URL / File Path
\\Var01\data05\Support\templates\IEA-UTG Weekly Delivery Rep ...  

This is a simple template used to standardize look and feel for weekly reports to the Division President so they are consistent with other reports.

Owner

Name Description Type
COO Cheif Operations Officer Role




9.0  
Customer Invoicing Process Narrative

Customer Invoicing
Description Customer Invoicing
Customer Invoicing

9.1   Customer Recognizes Invoice Trigger 

Customer Recognizes Invoice Trigger


9.2   Generate draft request 

Once the PM has confirmed that the Customer agrees that an invoicing trigger has been met, the PM will draft an invoice request following the form of the IEA-UTG Invoice Request template.  The template ensures that the following information is present on every invoice request:

1) Project Name

2) Project Number (IEA)

3) Project Reference (Customer's PO for example)

4) Invoice Date

5) Task Detail

6) Previous Invoice Value (if any)

7) Current Invoice Value

8) Notes (optional)

9) Billing Address

The Task Detail section will be expressed in a way that allows the invoice to show a unit count, a price per unit and an extend amount (unit count * unit price).

Linked Resources

Name Description Type
Invoice Request Template [hyperlink]  Invoice Request Template Spreadsheet

Owner

Name Description Type
PM Project Manager Role

Performed By

Name Description Type
PM Project Manager Role


9.3   Invoice Request Email 

The invoice request email will have a subject line in this format:

Invoice Ready to Go: [job number] - [project name] - [optional invoice trigger description]

For example:

Invoice Ready to Go: B709201 - Cox Communications SOW1 - April Deliveries

The message field of the invoice request email will be a copy/paste of the information developed using the IEA-UTG Invoice Request Template spreadsheet.

Distribute to Finance and Admin, with a CC to the project's AM and the COO.  Also include the President and the Director of Sales and Marketing if the invoice amount exceeds $100k.

Owner

Name Description Type
PM Project Manager Role


9.4   Generate Draft Invoice 

Using the information in the Invoice Request Email, develop a draft invoice and save out to a pdf file.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF
QuickBooks QuickBooks Database

Owner

Name Description Type
Finance Finance Role

Performed By

Name Description Type
Finance Finance Role


9.5   Review Draft Invoice 

Compare the invformation in the Invoice Request Email to ensure that it is correctly reflected in the Draft Invoice.  Pay particular attention to see that the representation of tasks, units, unit pricing and current amount will be understood by the customer in the context of services delivered.  Also take note of the invoice date and payment terms to ensure that these follow the terms of our contractual agreement with the customer.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF

Owner

Name Description Type
PM Project Manager Role

Performed By

Name Description Type
PM Project Manager Role


9.6   Draft Invoice OK by PM? 

If the Draft Invoice passes inspection, then forward the Draft Invoice to the AM for additional review and approval.

If not, then issue a corrections request email to finance.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF

Owner

Name Description Type
PM Project Manager Role

Incoming Links

Name Description Link Label
Review Draft Invoice Review Draft Invoice

Outgoing Links

Name Description Decision
AM Review Draft Invoice AM Revuew Draft Unvoice yes
Invoice Correction Request Invoice Correction Request no


9.7   Invoice Correction Request 

This is a brief email describing changes required to the Draft Invoice.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF

Owner

Name Description Type
AM Account Manager Role
PM Project Manager Role


9.8   AM Review Draft Invoice 

The AM performs a cursory review of the invoice to insure that it is consistant with customer accounts and commercial terms in force at the time of issue.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF

Owner

Name Description Type
AM Account Manager Role

Performed By

Name Description Type
AM Account Manager Role


9.9   Draft Invoice OK by AM? 

If the Draft Invoice passes inspection, then send a confirmation notice to Finance with a CC to the PM.

If not, issue an Invoice Corrections Request.

Linked Resources

Name Description Type
Draft Invoice Draft Invoice PDF

Owner

Name Description Type
AM Account Manager Role

Incoming Links

Name Description Link Label
AM Review Draft Invoice AM Revuew Draft Unvoice

Outgoing Links

Name Description Decision
Invoice Correction Request Invoice Correction Request no
Generate Live Invoice Generate LIve Invoice yes


9.10   Generate Live Invoice 

Assuming the Draft Invoice is already registered in QuickBooks, change the status of the Invoice to reflect that it is actually being raised to the customer.  Print out a hardcopy (if required) and mail to the Billing Address.  Include hard-copy backup information, if provided by the PM in the original Invoice Request.  Notify the PM and AM that the invoice was actually released.

Linked Resources

Name Description Type
Invoice Hardcopy Invoice Hardcopy Mailer

Owner

Name Description Type
Finance Finance Role

Performed By

Name Description Type
Finance Finance Role


9.11   Issue soft-copy and supporting docs 

Once the PM recieves confirmation from Finance that an Live Invoice was actually issued to the customer, he/she follows up with a soft-copy invoice and supporting documentation as may be required by the customer.

Owner

Name Description Type
PM Project Manager Role

Performed By

Name Description Type
PM Project Manager Role


9.12   Customer Receives Invoice 

This process ends when the customer receives the invoice and supporting documentation.  For a logical continuation of this process, see Account Receivable Processing.

Linked Resources

Name Description Type
Customer Backup Email Customer Backup Email Email
Invoice Hardcopy Invoice Hardcopy Mailer

Owner

Name Description Type
Customer Customer Role


9.13   Customer 

Customer