Customer

Direct Responsibilities

	Name	Description	Type
	Did we win the SOW?	Customer decides if they want BroadSoft to do the work.	Decision
	Generate PO	Customer generates a purchase order (PO) which matches the quote. The PO must contain the quote number and correct monetary amount.	Activity

Deployment Engineer

Direct Responsibilities

	Name	Description	Type
	Execute Maintenance Project	Deployment Engineer performs the maintenance upgrade of a BroadWorks system (i.e., upgrade to a major release per maintenance contract)	Activity
	Record Time Worked (Submit Timesheets)	The Professional Services consultant or Deployment Engineer enters timesheets in OpenAir for approval to account for the time (in days) that they worked on specific tasks.	Activity

Professional Services Consultant

Direct Responsibilities

	Name	Description	Type
	Record Time Worked (Submit Timesheets)	The Professional Services consultant or Deployment Engineer enters timesheets in OpenAir for approval to account for the time (in days) that they worked on specific tasks.	Activity

Project Manager

Project Managers (PMs) have the following responsibilities when using OpenAir:
1) Request the resources once Project is created
2) Update status of proejcts

NOTE:  In Q4, PMs will also enter timesheets

Direct Responsibilities

	Name	Description	Type
	Bill Customer	Customer is invoiced for the work done by the Professional Services Consultant, and the Customer pays the invoice in accordance to the defined financial terms.	Activity
	Create Maintenance Project	Create the Maintenance Project in OpenAir	Activity
	Maintenance Project?	Is the project a Maintenance Project (Upgrade to Major Release)?	Decision
	Submit Project Resource Request	Project Manager requests the resources	Activity

PS Manager

With the OpenAir solution, the PS Manager has the following responsibilities:

1) Allocate resources and schedules resources (Identify a specific person by name)
2) Assign resources to task (Indicate specific things that the resources will be doing)
3) Approve timesheets

NOTE:  PS Manager responsible for solutions consulting and audits also will coordinate with BroadSoft consultants (and does timesheets for these consultants)
NOTE: This person also has overall responsibility for creating SOWs, and for being Tier2 support for OpenAir.

Direct Responsibilities

	Name	Description	Type
	Create other Non-Billable Project	Create Project in OpenAir for projects that are non-billable, but not a maintenance upgrade.	Activity
	Create SOW	PS creates a Statement of Work (SOW) defining the work product and intervals.	Activity
	PS Menu of Services	[hyperlink]  BroadSoft's standard list of professional services offerings	Document
	Schedules Resources and Assign to Tasks	With OpenAir, PS Manager schedules specific resources (consultant or DE) to the project for the requested time period and assigns them specific tasks to do.	Activity
	SFDC Opportunity?	Is the opportunity an SFDC opportunity?	Decision
	Size, scope work	All PS Engagements must be scoped and sized.	Activity

Account Team

Direct Responsibilities

	Name	Description	Type
	Create SFDC Opportunity and Request Quote	Create PS opportunity in SFDC.	Activity
	Position quote with Customer	The BroadSoft account manager delivers the quote to the customer and provides additional explanation and positioning as needed.	Activity

Finance

Direct Responsibilities

	Name	Description	Type
	Create Sales Order in Navision and Create Project in OpenAir	Once the customer generates and delivers the PO to BroadSoft, a sales order (SO) is created in Navision for that work. The Sales Order notifies the Project Manager (PM) to get the work scheduled.	Activity
	PO accepted by Finance?	Finance reviews the PO and either accepts or rejects it.	Decision

Sales Operations

Currently, the Sales Op representative for PS Engagement Process/OpenAir-related activity is Megan Johnson.

Responsibilities include:
- Initiate project builds (Create Project in OpenAir)
- Tier 2 (sometimes Tier 3) support
- Manages OpenAir-Finance links
- Train/Help users of OpenAir
- Has business relationship with the Project Managers
- Does historical data entry into OpenAir

Direct Responsibilities

	Name	Description	Type
	Create Quote	Sales Operations creates a formal quote for the customer.	Activity
	Notification of Win	PS Manager and Account PM are notified of the WIN via automatic SFDC notification	Activity
	Update Opportunity Status and SO#		Activity