How do we handle, if differently, the following non-billable projects (outside of maintenance projects)?

1) At-risk project (e.g., VZW,  if we win, "we may be paid")
2) pre-sales (e.g, FT Business Trunking.  To win business, show we have replacement product)
3) concession (flat out give-away)
4) trials (e.g., Novalink with Device Management)
5) Internal (like upgrading the IHS, DM, training)

The PS team engages primarily with SFDC-initiated opportunities.  However, there are certain instances in which the opportunity does not appear in SFDC.  These include PM maintenance projects (i.e., customer upgrades to major releases) or internal projects (such as Deployment Engineers doing upgrades/test on the In-House System).  The processes are handled differently.

Since there is NO opportunity (and no revenue/biling considerations), such projects enter the workflow at the Planning stage (where the PM may now request resources for project scheduling).  

Owner

	Name	Description	Type
	PS Manager	Has primary responsibility for all professional services engagements. Project Owner or Manager responsible for resources assigned to the project and scoping of project.	Role

Hyperlink

	URL / File Path
	http://www.int.broadsoft.com/BroadSoft/departments/operations/pro ...

Description of services offered by BroadSoft's Professional Services organization.  This document is located in Plone (internal intranet site).

Owner

	Name	Description	Type
	PS Manager	Has primary responsibility for all professional services engagements. Project Owner or Manager responsible for resources assigned to the project and scoping of project.	Role

The customer requests the Account Team or the Account team determines that a customer requires a PS engagement.  

Account Manager enters this opportunity into SFDC (Type: Professional Services, Professional Services Options).  
They complete Proposal Request section including checking "Proposal Request".  
The PS Manager will get an auto alert from SFDC that a quote is requested.

Owner

	Name	Description	Type
	Account Team	Sales personnel for an account. Typically an Account Representative and a Sales Engineer.	Group

Requirements

	Name	Description	Type
	SalesForce.Com (SFDC)	BroadSoft's CRM platform	Requirement

PS team estimates the level of effort involved based on information supplied by the RFQ. Deliverables are defined. This is often an iterative process.

Owner

	Name	Description	Type
	PS Manager	Has primary responsibility for all professional services engagements. Project Owner or Manager responsible for resources assigned to the project and scoping of project.	Role

Once PS engagement is accurately scoped and sized, a Statement of Work (SOW) is generated, currently in Excel.  This SOW is then put in PDF form and both the PDF and the source  (Excel) version are forwarded to Sales Operations to generate the quote.  The person who would be responsible for tying the SOW to an OpenAir Project would also be copied.

(Create OpenAir Project and link it to Opportunity)

From the SFDC Opportunity:
      Project Information (OpenAir Information), set PS Order Type (PS Manager)
      Custom Links, select “OpenAir Create/Update Project “ (PS Manager)
Receive confirmation screen that the project was added
From the Projects tab in SFDC, select the project from “Scoping” stage to "Quoted"
Edit the project
      Project name
      PS Manager
Salesforce Order # (Set by the SFDC/OA interface)

Pending PO – Defaulted to checked
Notifications: check first box
Select Project approvers
      Project scheduling requests approved by: Defaulted to generic approval process
      Project timesheets approved by: Select TS approval process based on SFDC Account Owner (PM)
Edit tasks/phases
      Change number of days per task if different from template days (Sheryl)
Save

Interim Solution
SOW created as was the case; Once we have won, then it is sent to Sheryl to load in OpenAir

Owner

	Name	Description	Type
	PS Manager	Has primary responsibility for all professional services engagements. Project Owner or Manager responsible for resources assigned to the project and scoping of project.	Role

The quote applies to the requested work (e.g. PS-created SOW, onsite training).  The quote consists of 3 items:  Cover Letter, Price Quote, and SOW (Responsibilities Matrix).  The quote (PDF version) is sent to the Account Manager to position with the customer.

PS Manager is technically responsible for only Page 3 (Responsibility Matrix = SOW)
Sales Operations generates pages 1 and 2

POSSIBLE QUOTES:
Quote is acceptable:
   SOW from PS Manager is received by Sales Operations (Alan) who then adds cover letter and price quote (if not done)
   Review Quote (Alan)
   Update pricing in SFDC Opportunity to match quote.  Fill out PS section in SFDC (Megan)
   Store raw files (Excel) on Discovery (Gary and Alan)

Quote includes concessions:
   Exceptions will be documented in SFDC
   Create a Task in SFDC that is assigned to Finance (Sales Operations)

   Concessions will also documented from SFDC
   Create a Task in SFDC that is assigned to Finance (Sales Operations)

** The exception and concession process is outside OA; Brian to create workflow in SFDC**

Owner

	Name	Description	Type
	Sales Operations		Group

The BroadSoft account manager delivers the quote to the customer and provides additional explanation and positioning as needed.

Owner

	Name	Description	Type
	Account Team	Sales personnel for an account. Typically an Account Representative and a Sales Engineer.	Group

Possible Outcomes:

A. BroadSoft wins the opportunity
 Position the quote with the customer (Account Manager)
Customer notifies Account Manager of intent to accept (Customer)

B. BroadSoft wins the opportunity, but changes are required to the quote
Account Manager requests changes to quote (Account Manager)
Change requests are reviewed and decision is made to accept or reject the changes (Sales Operations)
Changes are made to the quote (Sales Operations)
Position the quote with the customer (Account Manager)
Customer notifies Account Manager of intent to accept (Customer)

C. BroadSoft does not win the opportunity
Customer rejects quote (Customer)
Update SFDC opportunity stage as Closed Lost (Account Manager)
Update Loss Information section if opportunity is lost
In OpenAir, mark Closure Reason and that project is Closed (PS Manager?)

Owner

	Name	Description	Type
	Customer		Role

Requirements

	Name	Description	Type
	OpenAir	BroadSoft's Professional Services Automation (PSA) Solution	Requirement
	SalesForce.Com (SFDC)	BroadSoft's CRM platform	Requirement

Customer generates a purchase order (PO) which matches the quote. The PO must contain the quote number and correct monetary amount.

Owner

	Name	Description	Type
	Customer		Role

Possible Outcomes:

A. Accepted by Finance
Customer sends PO to Finance (Customer)
Review and acceptance (Finance)

B. Rejected by Finance
Customer sends PO to Finance (Customer)
Review and rejected (Finance)
Update SFDC Opportunity and change Order Status to On Hold (Finance?)

Owner

	Name	Description	Type
	Finance	BroadSoft personnel responsible for managing revenue.	Group

Requirements

	Name	Description	Type
	SalesForce.Com (SFDC)	BroadSoft's CRM platform	Requirement

Once PO is approved, create SO Number in Navision (Finance)
Email sent to Sales Operations (Megan) with SO Number (Navision)
Finance Navision workflow sent to PMs (includes SO#)

Owner

	Name	Description	Type
	Finance	BroadSoft personnel responsible for managing revenue.	Group

Requirements

	Name	Description	Type
	Navision	Accounting Software that BroadSoft uses	Requirement
	OpenAir	BroadSoft's Professional Services Automation (PSA) Solution	Requirement

Update SFDC Opportunity to include SO Number (Megan)
OpenAir Project is updated (Megan)

In SFDC Update Opportunity Order Status to Accepted. (Megan)
In OpenAir, update Project stage from Quoted to Planning (Megan)
In OpenAir, uncheck Pending PO Box (Megan)
In OpenAir, add Budget (Megan)
In OpenAir, push back to SFDC

Interim Solution: SOW sent to IT; IT loads the SOW as a project. (convert the blank project to a real project using templates)

Owner

	Name	Description	Type
	Sales Operations		Group

Requirements

	Name	Description	Type
	OpenAir	BroadSoft's Professional Services Automation (PSA) Solution	Requirement
	SalesForce.Com (SFDC)	BroadSoft's CRM platform	Requirement

When Opportunity Stage is set to “Won”, notification of win is sent to PS Manager (Gary only), PM on account team (SFDC automated notification)
Change Opportunity Stage to “Complete”, (Megan)
Change Opportunity Order Status to “Accepted” (Megan)
When Opportunity Order Status is set to “Accepted” notification of accepted is sent to PS Manager (SFDC automated notification)
In OpenAir, change the Project Stage to “Planning” (Megan)

Owner

	Name	Description	Type
	Sales Operations		Group

Requirements

	Name	Description	Type
	OpenAir	BroadSoft's Professional Services Automation (PSA) Solution	Requirement
	SalesForce.Com (SFDC)	BroadSoft's CRM platform	Requirement

Once project is created in OpenAir, the Project Manager requests resources from the Professional Services (PS) organinzation, by function/skill set, NOT by name ("please give me a body").

Depending upon the nature of the project, the request is made to one of the following three groups/people:
1) PS (solutions consulting, audits) - Gary Spiegel
2) Training - Tim deCamp
3) Deployment Engineering - Sheeja Philip

To Request a Resource:
In OpenAir, change the Project Stage to “Schedulable” (Project Manager)
In OpenAir, create a scheduling request (Project Manager)
   Look at resource allocation
   Select Resource: “Consultant [Generic], Deployment Engineer [Generic], Training Engineer [Generic]”
   Select Project
   Enter work location, dates, days
   Use Notes field to specify tasks (or which activities are needed); set up separate Resource Request if requesting different dates for different phases.
   Select Save & Submit (creates open Scheduling request for review by PS Manager)

If one needs to Cancel Scheduling Request in OpenAir:
   Unapprove and delete a scheduling request
   Update the project task

Owner

	Name	Description	Type
	Project Manager	Member of BroadSoft Operations. The project manager coordinates all customer deliveries (e.g. installs, upgrades, licenses, professional services). Also maintains a relationship with customers.	Role

Requirements