Value Reference Model

Quality and Customer Care

Executing - Auxiliary Services

Planning

AuxiliaryServices

Supply ChainServices

ProductDevelopment

ValueReference

Model

ExecutingGoverning

BusinessServices

HumanResourceServices

Auxiliary Services

F&A Quality

Assurance

Service

IT Services

Auxiliary

Services

Customer

Relations

Services

Organizational

Intelligence

Service

Quality Assurance

(Preventive Quality)

Reduce ReactiveQuality

Deploy a QualitySystem

(Reactive Quality)

Assure ProductQuality

RegulationsConformity

ProcessStandardization

ProductCertification

Product Conformity ProcessMonitoring

SystematicMeasurements

QS Certification

QS Development

QS Training

Total Quality

QS Globalization

ProcessOrientation

Benchmarking

Zero Defects

Quality System Service

Quality System Service

QSDocumentation

QS Procedures

Deploy QSCertify QSDevelop QS

Quality System Development

Validate ExistingProcedures

Create QSDocumentation

QS KnowledgeAcquisition

Identify InvolvedFunctions

Define QSRequirements

Process OwnersInterview

Determine QSContext

Analyse CurrentSystem

Examine ExistingDocuments

Quality System Service

Quality System Service

QSDocumentation

QS Procedures

Deploy QSCertify QSDevelop QS

Quality System Certification

Certification Agency

Company

Pre-Audit Visit Audit Visit

Rev iew ActionPlan

Issue ChangeRequest

ChangeRequestAnaly sis

Analy zeDocumentation

Certif icationPlanning

Set UpDocumentation

QS Changing

Certif icateIssuing

Plan Actions

Final ReportDef ineCorrectiv e

Actions

Receiv eRequest

IssueCerif ication

Request

Certif icateReceiv ing

QSDocumentatio

nConf ormityCertif icate

planaccepted

RequestedActions

preaudit ok

ChangeRequest

documentation ok

Certif icationDeadlines

Certif icationRequest

Quality System Service

Quality System Service

QSDocumentation

QS Procedures

Deploy QSCertify QSDevelop QS

Quality System Deployment

NonconformitiesMaintaining

PreventiveActions

Management

MaintainCorrective

Actions

SelfAssessment

QS Auditing

MaintainQuality

Records

MaintainQuality

Documents

Certify QS

Quality DataSelf EvaluationRecord QS Procedures

Quality System Auditing

Nonconformity

QSDeployment

Analysis

ClosingMeeting

Previous AuditEvaluation

Prepare Audit

Plan Audits

OpeningMeeting

QualityManual

AuditRegistration

Audit ReportAudit CheckList

QS Plan

VisitCalendar

Auxiliary Services

F&A Quality

Assurance

Service

IT Services Quality System

Service

Auxiliary

Services

Customer

Relations

Services

Organizational

Intelligence

Service

Customer Relations Services

AccountManaging

IncidentManaging

ProblemSolving

ReturnsProcessing

Maintenance &Repair Service

CustomerRegistering

CustomerEducating

ServiceDelivering

ExperienceMonitoring

SupportContractOffering

(SMA)

Service &Maintenance

Admin

SupportServices

CustomerRelationsServices

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Service Business

Manage Service Business

ManageQuality &

Environment

ArchiveService Data

Manage SiteType

Analyze theServiceStatus

ManageServicePrice &Package

ManageServicing

ManageWarranty

Terms

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Site

Manage Site

Analyze & ControlSite

Visit Site Manage Site Data

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Service Order

Manage Service Order

Control ServiceOrder Execution

Control ServiceOrder

Close ServiceOrder

Plan Service Order

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Service Contract

Manage Service Contract

Manage Relation Enter ServiceContract

Control ServiceContract Quotation

Enter ServiceContract Quotation

Control ServiceContract

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Customer Request

Customer SupportCall Center Handling Quality of SupportCustomer Policies Service

Issue Call CenterReports

Manage Cus tomerQoS/SLA

Manage OutboundCalls

Define Cus tomerContact Policies

Provide On-SiteSupport

Notify Customer

Manage InboundCalls

Maintain CMS Data

Provide CustomerHelpdesk Service

Handle Problem

Configure & ActivateSupport

CustomerRelationsStrategy

Trouble Ticket

Manage Inbound Calls

PoliciesDefinitionService

ProceduresDefinitionService

Inbound CallData Storing

Contact Policy

Route InboundCalls

Identify Call Type

Call Procedure

Handle InboundCall

Inbound CallData

Customer

Operator Activities

Contact Reasonqueuing

Manage Customer Request

Customer SupportCall Center Handling Quality of SupportCustomer Policies Service

Issue Call CenterReports

Manage Cus tomerQoS/SLA

Manage OutboundCalls

Define Cus tomerContact Policies

Provide On-SiteSupport

Notify Customer

Manage InboundCalls

Maintain CMS Data

Provide CustomerHelpdesk Service

Handle Problem

Configure & ActivateSupport

CustomerRelationsStrategy

Trouble Ticket

Manage Outbound Calls

Handle OutboundCall

ConfigureOutboundCampaign

Assign OutboundCall to Operator

Outbound CallsData Storing

PoliciesDefinitionService

CustomerData

ContactPolicy

Operator Activities

Contact Reason

Calls to Customer

ConfiguredCampaign

Call Lists

assignment

Service & Maintenance Administration

(SMA)

Service & Maintenance Admin

Customers

Manage InternalService Request

Manage ServiceContract

Manage ServiceBusiness

Manage Site

Invoice Customer

Manage PeriodicMaintenance

Manage ServiceOrder

Manage CustomerRequest

ProductRoadmapDefining

Manage Resources

HumanResourceServices

ReplenishmentPlanning

Sales BackOffice Services

Spare PartsInventoryManaging

SupportInvoice

SupportRequest

SupportContractnegotiate

Manage Resources

Manage Resources

Control SpareParts

Control ServiceCar

ControlTechnicians

Customer Relations Services

AccountManaging

IncidentManaging

ProblemSolving

ReturnsProcessing

Maintenance &Repair Service

CustomerRegistering

CustomerEducating

ServiceDelivering

ExperienceMonitoring

SupportContractOffering

(SMA)

Service &Maintenance

Admin

SupportServices

CustomerRelationsServices

Offering Support Contract

SupportPolicy

Notification

CoverageDescription

Take outSupport Contract

ContractRegistration

Web Form

SupportContract

Seller

SupportContractOffering

PolicyExplanation

Support PolicyDocument

Support Policy

ProductSupport

performs

accessible v ia

conformsw ith

Customer Relations Services

AccountManaging

IncidentManaging

ProblemSolving

ReturnsProcessing

Maintenance &Repair Service

CustomerRegistering

CustomerEducating

ServiceDelivering

ExperienceMonitoring

SupportContractOffering

(SMA)

Service &Maintenance

Admin

SupportServices

CustomerRelationsServices

Customer Return Process

Cutomer Return Handling

F&A Services

Carriers

Deliver

Return

Products

Send Receipt

to Customer

Create

Replacement

Order

Approve

Return

Authorization

Receive

Returned

Product

Depot RepairEnter Return

Authorization

Check Return

Request

Require

Inspection

Credit

CustomerRMA

Complete

Customer

Issues

Return

Request

Sales

Invoice

Handling

Credit Note Sales Order

RMA w ith Repair

RMA w ith Credit

Customer Relations Services

AccountManaging

IncidentManaging

ProblemSolving

ReturnsProcessing

Maintenance &Repair Service

CustomerRegistering

CustomerEducating

ServiceDelivering

ExperienceMonitoring

SupportContractOffering

(SMA)

Service &Maintenance

Admin

SupportServices

CustomerRelationsServices

Account Management Context

Manage Accounts

Report to Management Account Managing

Mgt ReportingRequirements

KeyAccountManager

AccountManager

CustomerAnalyst

TerritoryManager

Info to beReported

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Identify / Add Customer / Modify

CollectInformation

ReviewInformation

Classify Type

Customerto be Rejected

ObtainManagementConfirmation

Customerto be Added

Determinewhether to

add

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Analyze Customer Details

Perform PotentialReview

Enter Data

Analyze Needs

Confirm CustomerNeeds / Objectives

Perform HistoricalReview

Customer to beAdded

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Segment Customers

Populate Segments

Review Customers

EstablishSegmentation

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Validate Segmentation

Reassign Customers &Review Segmentation

Process

Confirm SegmentPopulation

Validate SegmentationDecisions

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Analyze Account Type

Validate Selection andCriteria

Review CustomersAgainst Criteria

Review KA SelectionCriteria

Confirm KA Selection

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Plan Call Activity

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Planning the Call Activity

Review Segment

Strategies &

Definitions

Collect/Review

Customer

Information

Targeting

Define Call Plan

Schedule Calls

Organize

Logistics

Marketing

Customer

Data

HandlingMarketing and

Product

Strategy

Financial

Information

ongoing

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Plan Call Activity

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Execute Contact

DocumentContact

Open Contact

Match Productto Needs

Prepare forContact

GainCommitment

Close Contact

UnderstandNeeds

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Plan Call Activity

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Review Performance

[PERIODIC]

Analysis of SalesPerformance Data

[ONGOING]

Sales ForceEffectivenessAssessment

[PERIODIC]

Understand LinkBetween Actions and

Performance

[PERIODIC]

Change Process /Plans

F&A ServicesSales DataHandling

Sales Management

FinancialInformation

Sales Data

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Analyze Account

Assess Position

CompleteAccount Profile

Develop /Update

Account Profile

Re-evaluateAccount

Classification

Account Profile

From Activitiesto Profiling

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Set Account Objectives

Establish AccountObjectives

Define AccountStrategy

Set Account Goals

StrategySetting

AccountAnalysisService

Input forAccountStrategy

AccountProfile

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Create Account Plan

Consolidate &Assess

Account Portfolio

DetermineResource

Requirements

Develop Action Plan

Finalize & ApproveAccount Plans

From Activitiesto Plan

Creation

PlanningOutput

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Execute Plan

Executing

Modify Account Plan

Identify NewOpportunities

Planning

ModificationOutput

From Plan toExecute

From Activitiesto Execution

Manage Accounts

Key Account ManagerTerritory Manager Customer Analyst

Plan Call Activity

Evaluate AccountPerformance

Identify / AddCustomer / Modify

Execute Contact

Analyze Account

Create AccountPlan

Analyze CustomerDetails

Review and AssessAccount Portfolio

Define Call Plan

Set AccountObjectives

Review Performance

Execute Plan

Analyze AccountType

ValidateSegmentation

SegmentCustomers

Start account statushas changed

nonsatisfactory

satisfactory

account statushas changed

non-key account key account

Evaluate Account Performance

Evaluate Position andReview AccountStatus / Portfolio

AccountPerformance

Evaluation OutputAssess PlanAchievement

AccountPlanning

MeasurePerformance

OngoingActivities Input

Account PlanOutput

Account Management Context

Manage Accounts

Report to Management Account Managing

Mgt ReportingRequirements

KeyAccountManager

AccountManager

CustomerAnalyst

TerritoryManager

Info to beReported

Account Management Information

Support Data

Account MgmtReporting

Information

CustomerInformation

RelationshipProfiles

Invoicing DataContact Historyand Plan

Sales Historyand Plan

PerformanceInformation

MarketplaceInformation

BusinessInformation

DemographicInformation

Business Information

BusinessInformation

BusinessKnowledge /

News

MarketingMaterials Info

User InformationProducts andServices Info

PlanningInformation

Planning Information

PlanningInformation

Account Plans Plans at Roll-upLevel

Actual vs.Planned Details

Sales PlansMarketing Plans

Products and Services Information

ProductDefinitions

Products andServices Info

Product BenefitsNew StudiesUp-to-dateCritical Works

Papers Written

User Information

User Information

Different Usage PatternsProtocol InformationADRsQueries from Customers

Marketing Materials Info

MarketingMaterials Info

Availability ofIncentives

CalendarDetailing Key

Events

Catalogue ofMarketingMaterials

Details ofMarketingMessages

Business Knowledge / News

Business Knowledge /News

Shared InformationNewsflashes AboutEvents

Industry Best Practices

Marketplace Information

MarketplaceInformation

Practice TrendsCompetitorInformation

GovernmentPolicies

OtherInformation

Economic andRegulatoryInfluencers

PrescribingPatterns and

Trends

Government Policies

Government Policies

Budget EligibilityReimbursement LevelsGuidelines

Competitor Information

CompetitorInformation

Account LevelActivity

Global / CountryLevel Activity

CompetitorStrengths andWeaknesses

MarketingMessages /Materials

Other Information

Future TrendsResearchesTreatmentsEnd Users Profile

OtherInformation

Performance Information

FinancialPerformance

IncentivesPerformance

PerformanceAgainst Plan

MarketingPerformance

SalesPerformance

PerformanceInformation

FollowingPlanning

Horizons Available

Forecast vs.Actual vs. Target

ROI vs. ForecastBudget SpendAgainst Plan

IndividualPerformance

Against IncentiveTargets

PercentageContribution

Marketing Performance

Comparison toCompetitor Products

Market Share byProduct

Marketing Performance

Performance against Plan

Performance Against Plan

Monthly Actions andObjectives

Contacts / Calls

Sales History and Plan

Sales Historyand Plan

Planned sales byproduct category

Sales by productcategory over time

Contact History and Plan

Plannedfuture contacts

Results and actionsor questions arising

Purposeof contact

Names and rolesof person whomade contact

Contact Historyand Plan

Relationship Profiles

Relationshipsto Customers

Relationshipswithin account

Relationships betweenaccount and externalbodies / individuals

RelationshipProfiles