fop and order quality project q4 2015

IBM Software Sales Business Operations (SSBO)

FOP and PA Order QualityHow to Avoid Rejections When You Submit

Passport Advantage Orders

November 2015

Last Updated: 10/11/2015

IBM Software Sales Business Operations (SSBO)

Passport Advantage Enablement Week

IBM Software Sales Business Operations (SSBO)

Agenda

Introduction & Objective PA Order Submission Process Major Reasons for Rejections Firm Order Policy Fulfilment Standard checks & tips Resources and Contacts

IBM Software Sales Business Operations (SSBO)

Introduction & Objective

Why are we here today ? Give you more time with your clients [high value sales activity] Reduce the time you spend on Order re-submissions & reiterations – get it right first

time! Improve our Order Quality

Background 4% of the orders in EMEA were rejected in Q3 2015 (10% in Q1, 7% in Q2) 153 Direct Order were rejected during Q3 2015. Rejection mainly caused by PO issues and credit checks issues => This is FIXABLE Resubmitting Orders takes time away from sales activities

IBM Software Sales Business Operations (SSBO)

Introduction & Objective

What are your take-aways from this session?

Better understanding of the Standard Validation Checks Top reasons for Rejections Know the Resources available to you

IBM Software Sales Business Operations (SSBO)

PA Order Submission Process

SQO

SQO

IBM Software Sales Business Operations (SSBO)

DSW PA Order Submission ProcessSUBMISSION TOOLS: SQO : Sales Quote and Order

– Is the Quoting and Ordering SWG Strategic tool, the standard and most efficient and effective way to submit orders.

– Results in better orders quality and shorter turn-around time for orders fulfilment.

IDD : IBM Direct Ordering db– ELA type of contracts (Multiple Element Agreement =MEA) that require ECM team validation

and approval . – ESSO, IESSO, SSSO, SRA, ISLO, IPLA, IPAA , etc.

– Appliance FOE requests for ELA/ESSO contract type orders. (Do not require validation by the ECM team (MEA approval)).

– Credit/ Credit & Rebill request– Exceptional circumstances with prior agreement with STS Fulfilment – Access request through OneTEAM (DSW CSOdb,DSW IBM Direct Ordering)

SCTT : Solutions Contracts Tracking Tool – Submission of HW-led multi-brand deals, e.g. OIO contracts. Order submission is performed by

one of the STS functions – Solutions Contracts Manager (SCM).

IBM Software Sales Business Operations (SSBO)

Major Reasons for Rejection Credit Checks

– Missing/invalid credit check

PO and FOP– Missing PO detail– Missing PO for PO-driven customer– Contract/customer order not signed/dated– PO/Customer’s order older than 21 days– Incorrect or missing Billing details

SBO issues – Order/SBO Discrepancy– PO issued before SBO approval date– Missing/invalid SBO (expired, not approved, etc.)

Non-standard Approvals– Missing approvals for extended payment terms or other non-standard Ts&Cs.

IBM Software Sales Business Operations (SSBO)

Firm Order Policy - FOP

Firm Order Definition– A Firm Order (World Wide Definition) is loaded when all of the requirements for IBM to recognise

financial revenue have been met. Firm order documentation consists of a written customer agreement to the following aspects of an order:– Product configuration.– Price and payment terms.– Required signed transaction document that is in effect, ie: Purchase Order (PO), if it is a PO-

driven account (a PO Waiver in exceptional cases), signed and dated quotation accompanied by a company stamp for non PO customer, Countersigned Contract (ELA).

– No contingencies.– Delivery/ installation location, which must be a customer controlled location.

Contents not allowed:– Letters of intent: Ordering is contingent on some other action taking place or being completed

e.g. approval process, negotiations, agreement of renewal terms etc. – Side letters: Commitments to the customer which contradict or change the standard IBM

terms and conditions, or the details of the PO in any way.– Contingencies: Any indication that ordering or payment may but is not certain to occur.

– Missing PO details– Missing PO for PO-driven customer– Contract/customer order not signed/dated– PO/Customer’s order older than 21 days

IBM Software Sales Business Operations (SSBO)

STS Fulfilment – Standard Checks

PO driven customer or not– “PO Driven” customer requires that a Purchase Order is provided to IBM and be then referenced

on the invoice by IBM for them to enable payment – “PO Invoicing” customer considers orders valid if PO number has been received by IBM and

reflected on the invoice for them to enable payment

– GPO tool and Global Purchase Order Guidance in the PA wiki Link

PO/Contract required– PO for “PO driven” customer or else exceptional PO waiver is required – “Non- PO driven” customer, IBM will accept signed and dated quotation accompanied by a

company stamp.– For ELA type of deals, countersigned contract will be required (+ PO if “PO driven” customer)

– PO waiver verbiage included in the Global Order Guidance link above

IBM Software Sales Business Operations (SSBO)

STS Fulfilment – Standard Checks

PO date older than 21 days– PO's for New License orders with PO date over 21 days, require email confirmation from the

customer that they accept start date as per IBM acceptance date

PO number – Enter exact customer's PO number for PO driven customers– Enter a valid PO number for non-PO driven customers ( do not use: N/A)

Partner Functions – Billing address, payer site, shipping details must be clearly stated in IDD or entered in SQO if

different from sold to (PA enduser site) .– “Sold to” site in your order must match details in our system, ie: Fastpass. PA/PAE site details

can not be amended after sqo order submission. If update is needed, must be done before.

IBM Software Sales Business Operations (SSBO)

STS Fulfilment – Standard Checks Credit Check (CCK) Required for :

– All new customers– Orders over the clip level (country specific requirements):

– most regions over 100K EUR/USD (65K GBP) excl.VAT – over 50K EUR/USD for CEE, MEA, Greece, Cyprus, excl.VAT

– For customer with credit rating 1 or 2, no CCK is requiredfor orders up to 5M EUR/USD (3.2M GBP). Proof of creditrating to be provided

CCK needs to:– Reflect value including VAT (exception: Germany)– Customer name same as on order (payer)– Match the ICN/Legacy number or the VAT (SIRET/KVK)– Have Status Final and Approved– Be valid (not expired)

– Link to cck rules on PA wiki

IBM Software Sales Business Operations (SSBO)

STS Fulfilment – Standard Checks

Special Bid – Mandatory for all discounts and non-standard terms and conditions.– All special bids have to be approved before PO date and be valid (not expired) at the time when

the order is submitted.– Order details must match exactly what was approved in the sbo.– For ELA contracts, approved Dealmaker Spreadsheet (DMSS) instead.– Link to PA wiki “SBO order acceptance clarification”

Non-standard Terms & Conditions – Approval & SBO must be provided for any non-standard terms.– IMT CFO approval for deferred Payment terms/Billing plan

Renewal Quotation– Required for all renewal orders, except for 1) upfront renewals; 2) FCT to PA migrations

IBM Software Sales Business Operations (SSBO)

STS Fulfilment – Standard Checks

Channel Codes – It is SWG sales responsibility to submit order with an adequate channel code. STS will not credit

and rebill orders processed with incorrect channel codes to avoid customer satisfaction issues.

– Channel A: Field Sales (FTF) – Channel B: Telesales – Other (ibm.com) – Channel H: Reseller (BP), TA required– Channel M: System Integrator & xSP agreements – Channel P: Internal and SO Orders, (ie:Corporate Donations orders)– Channel Z: TeleSales (Inside Sales)

For ELA customers– Despite being submitted through IDD, they require SQO quote numbers to be included for

Appliance and SaaS portions– Finance Agreements always need to be provided if in place.– To be validated by the ECM team ( Select “MEA review” in IDD)

IBM Software Sales Business Operations (SSBO)

STS Fulfilment Tips

Attachments in SQO – Remember to attach the docs when submitting the

orders ie: PO, cck, approvals

Comments field in SQO– Communicate specifics that any order may require

in the Comments field.

IBM Software Sales Business Operations (SSBO)

STS Fulfilment Tips

Resubmission of SQO orders– Click on the link received by mail if your order has been denied – it will redirect you to SQO

online– Click on order confirmation number

– Attach a document and/or add a comment and submit.– Your order has been resubmitted by making and saving these changes in SQO.

IBM Software Sales Business Operations (SSBO)

Resources and Contacts

Passport Advantage Wiki link Firm Order Policy guidance – link Order Submission Guidelines link

IBM Software Sales Business Operations (SSBO)

Resources and Contacts

Passport Advantage Community link

Passport Advantage w3 Portal link

DSW PA Month End guidelines link

Passport Advantage Mailing List - Request Your ID is Added

Passport Advantage Coordinators - Wiki Link for Contact Names

SQO Help Link - User Guide, e-Learning Module, Quick Reference & On-Line Help

SQO pricing, process issues : SQO Support/Ireland/IBM

eCustomer Care link for SQO Access Issues

IBM Software Sales Business Operations (SSBO)

Resources and Contacts

• STS Fulfilment Direct Team- Bratislava UKI, CEE, MEA

Manager: Ricardo Struckel - rstruckel@sk.ibm.com Team Leader: Agnes Horvath - agnes.horvath@sk.ibm.com

DACH & Nordics Manager: Attila Albert - AAlbert@sk.ibm.com Team Leader: Aron Brozik - ABrozik@sk.ibm.com

France & BeNeLux Manager: Aaron Belmenen - BELMENEN@sk.ibm.com Team Leader: Ruzena Polomkova - ruzena.polomkova@sk.ibm.com

Italy Manager: Aaron Belmenen - belmenen@sk.ibm.com Team Leader: Stanislav Dragun - stanislav.dragun@sk.ibm.com

SPGI Manager: Milos Kloc - milos.kloc@sk.ibm.com Team Leader: Stanislav Dragun - stanislav.dragun@sk.ibm.com

Note : SaaS, Appliances and Mixed Cart Orders are fulfilled by the Dublin Centre Manager: Louise Purtill - Louise Purtill/Ireland/IBM Team Leader: Adrian Troncoso - TRONCOSO@ie.ibm.com

IBM Software Sales Business Operations (SSBO)

Resources and Contacts

MEAPA Helpdesk CEE and MEA/Ireland/IBM

Country Focal points MEA: Dalibor Jeremic

G&L and Saudi Arabia - Sara El Halabi, CEWA - Emmanuel AkothS Africa - Christian Schreivogel & Thabisile Ramela ,Egypt - Mariam Fahim

IBM Software Sales Business Operations (SSBO)