1 © 2008 cisco systems, inc. all rights reserved.cisco confidentialktn0504_macd business...
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1© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0504_MACD Business Models_v1.0
Know The NetworkMaintain – Business Models
Service Contract Management
Maintain Team
April 2008
2© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Business ModelDirect (outsourced via Service Partner)
3© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Business ModelSmart Spares 1-tier PartnerRed Uno “As Is - Adds” Process
Cis
coC
usto
mer
Ser
vice
Red
Uno
Cis
coSe
rvic
e Sa
les
Spec
ialis
tC
isco
SAM
Cis
coR
ed U
no R
M
1Work with
customer toidentify
incrementalProductadditions
9Validate PO and
reforward toSSS
6Validate quoteagainst theiroriginal list
End
3Calculate
discount forSSP0 support
4Validate price,
Site, SN foradjustment/comparision
2Compile list of
associatedCisco Product
Ids and listprices
Open VAL case thru SSC
5Exclude items where,
a. SSP0 is not availableb. heavyweight
c. EOL/EOS productsd. cables, s/w, misc items
7Approve request
& fwd: toPurchasing toGenerate PO
Open BKNG case thru SSC
10Validate PO forconformance to
CA SupportBooking Policy
11Create Site IDsas necessary
12Generate shell
Quote for“validated” items
and importproduct/SN/site
info (ImportEngine)
13Validate Quote
for contentagainst validated
requests; IQTexploded configs
have to beremoved &
Submit
14Covert Quote,
Book PO &Send SO# toSSS (using
Customer info)
2 to 3 weeksto generate ids
Upto 2 weeks/2000 items
15Forward
SO# to RedUno
Close BKNG casethru SSC
16Generate
quarterly invoice(as applicable)
End
5aVerify & forward
quote to RedUno
Close VAL case thru SSC
8Generate PO For 75 key
customers, independnt Posgenerated (1+ validations)For remaining customers,
consolidated PO (1000customers)
8aForward PO to
SAM
4© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Business ModelDirect (Outsourced) with Leased EquipmentBellSouth/TNII - Moves/Adds “As Is” Process
Dat
a Te
amC
usto
mer
Ser
vice
Cis
co (S
SR
)
CS
Cap
ital -
Ope
ratio
ns/L
easi
ng
Acc
ount
Mgr
/Ord
er
Mgm
t. Te
am
Bel
lSou
th/T
NII 1
List of Chassis categorized as Adds, Changes
or Decommissions
2a. CS: Site Moves/Changes
b. Data Team: Adds (accumulate upto end of
month)c. CS: Decommissions
7Validate SN,
Site information & Generate quote (IQT)
12Get formal signature
on CS Capital Leasing Agreement
Release order to Cisco
10Forward
validated quote to CS Capital
Site MovesSolcatCase
5 days
11Price the maint.
Amt (12/24/36/64 month) and
generate MLA with loan amt/
monthly payment
End
5 days
9Validate quote
for adds
Upto 2weeks
Adds
3Validate/
Search Sites
4Create new
Sites as needed (ERP)
5Process Site
to Site moves, changes
6Confirm
Site move
15Convert Quote into contract,
Book PO, auto-invoice to
BellSouth?
5 days(fax oremail)
? days
13Enter Order line-
by-line into Oracle 11i
Solcat Case
Adds
Create Sites?Solcat Case
5 daysto 2 weeks & 5 days
8Verify/
validate Quote for
Adds
No sitesto create
End
14a. Generate invoice
b. Generate SO#c. Release invoice to
BellSouth
5© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Business Model1-tier with Trade-in Equipment under auto-sweep (item based pricing)
TWC MACD “As-Is” Process
Au
tom
ate
dT
WC
CA
T T
ea
mC
isc
oS
SR
2GenerateShipment
History Reportagainst TWCCustomers
5Change servicelevel for known
low-endproducts (CPE
gear)
3Determine products needed
to bea) added to the contract
(items that were notautoswept)
b) moved to another sitec) moved to another contract
7Identify trade-in
equipment tocalculate
amount to becredited back to
TWC
1Autosweeppurchased
equipment ontoNBD contract
11Generate
PO
End
8Ensure accurate
product listpricing for each
element in report
4Determine howcoverage dateswill be modified
9Prepare quote(separate xlstab for each
targetcontract)
10Audit large SO#
for pricingdiscrepancies
6Perform all
contractchanges
6© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Partner Model – New Equipment
New Equipment
Create Quote
Process PORaise Quote on SCC
Create Site
Create PO
Process Contract Changes
Create Invoice
Pay Cisco
New Site?
Yes
No
Cisco
Partn
er
Custome
r
Approve Quote & Raise PO
7© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2
Network Changes Identified
Change Requests Received
End
Changes Made to Contract
Changes Made to Contract
$ Impact to Partner
>$0
Approve Quote
PO Raised
Quote Raised
Changes Made in SCC
Credit to Customer
Changes to SCC
$ Impact to Cisco in
SCC
Changes Processed
>$0
Credit Memo
Quote Raised
End
PO Received
Notification Sent
Terminate in Contract
Quote Approved
PO Raised
Credit Memo Received
MACD Process
No
No Yes
NoNo
YesPO Received
Yes Yes
No
Yes No
Cisco
Partn
er
Custome
rPartner Model – Contract Changes
8© 2008 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialKTN0500_MACD Leading Practice_v1.2