2011

SERVICE MODULE
BUSINESS PROCESS REENGINEERING E

52789-Umair Shamim 55534-Bahadur Ali 12/9/2011

Document Information
Title: Target System: Date Submit: BPR Consulting Team: Supervised by: Business Process Re-engineering Service Module 09/12/2011 Umair Shamim & Bahadur Ali Khatri Mr. Muhammad Sohail Shaikh

Document Version
Version V 1.3 Status Final Report Date 09/12/2011

Control Information
Control Info End of Document End of Document Page # 34 is the last page of the document

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Table of Contents
DOCUMENT INFORMATION.........................................................................2 DOCUMENT VERSION.................................................................................2 CONTROL INFORMATION............................................................................2 TABLE OF CONTENTS.................................................................................3 GLOSSARY OF TERMS................................................................................5 ILLUSTRATION OF SYMBOLS USED..............................................................6 ABSTRACT................................................................................................7 INTRODUCTION.........................................................................................7 PROJECT OBJECTIVE...................................................................................7 SCOPE......................................................................................................7 APPROACH & METHODOLOGY ....................................................................7 DEPENDENCIES.........................................................................................8 CLIENT HISTORY & DETAILS.......................................................................8 CLIENT SUMMERY ...............................................................................................................8 CLIENT PROFILE .................................................................................................................8 POWER GENERATION SYSTEMS.................................................................................................9 HISTORY OF PROJECTS.........................................................................................................10 AFTER SALES SUPPORT.......................................................................................................11 METHODOLOGY.......................................................................................12 PROJECT TEAM..................................................................................................................13 OBJECTIVE (WHAT YOUR CUSTOMER WANTS)................................................................................13 KEY ASSUMPTION....................................................................................14 SUCCESS FACTORS..................................................................................14 OBJECTIVE (WHAT THE COMPANY WANTS)...................................................................................15 TIMELINES.......................................................................................................................15 CORE BUSINESS PROCESS........................................................................16 CUSTOMER QUERY.............................................................................................................16 CUSTOMER QUOTATION........................................................................................................16 SERVICE ORDER................................................................................................................16 SERVICE DELIVERY.............................................................................................................16 SERVICE INVOICE...............................................................................................................17 AS-IS SYSTEM.........................................................................................18 HIGH LEVEL DIAGRAM OF THE EXISTING SYSTEM..........................................................................18 ALL PROCESSES FLOW CHART OF EXISTING SYSTEM.....................................................................19 INDIVIDUAL PROCESS FLOW CHART OF EXISTING SYSTEM..........................20 SERVICE SERVICE SERVICE SERVICE SERVICE QUERY FLOW CHART...............................................................................................20 QUOTATION FLOW CHART..........................................................................................21 ORDER FLOW CHART...............................................................................................22 DELIVERY FLOW CHART............................................................................................23 INVOICE FLOW CHART..............................................................................................24

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QUALITY OF INFORMATION.......................................................................25 MODULAR APPROACH..............................................................................26 CONCLUSION OF ANALYSIS & LIST OF DELIVERABLE...................................27 TO-BE SYSTEM........................................................................................28 HIGH LEVEL DIAGRAM OF THE PROPOSED SYSTEM........................................................................28 ALL PROCESSES FLOW CHART OF THE PROPOSED SYSTEM..............................................................29 INDIVIDUAL PROCESSES FLOW CHART OF THE PROPOSED SYSTEM..............30 SERVICE SERVICE SERVICE SERVICE WEB BASED ORDER FLOW CHART...............................................................................30 REPAIR ORDER FLOW CHART......................................................................................31 DELIVERY FLOW CHART............................................................................................32 INVOICE FLOW CHART..............................................................................................33

COMPARISON OF FLOW CHART OF AS IS & TO BE PROCESS.........................34 GAP ANALYSIS AND PATH OF CHANGE.......................................................35 APPROVALS............................................................................................36

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Glossary of Terms
BPR CS&SP AMF ATS DPS MR SO RO TOP MAJOR O&M DPSL Business Process Reengineering Cummins Sales & Service (Pakistan) Auto Main Failure Panel Auto Transfer Switch Diesel Power System Material Request Service Order Repair Order Engine Head overhauling Complete Engrain Overhauling Operation And Maintenance Diesel Power System Limited

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Illustration of Symbols used

Symbols Description

Start / End Box

Process Box

Decision Making Box

Physical Document

Data Box

Manual Process Box

Database Box

Process Flow Arrow

Predefine Process

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Abstract
The Analysis and Process Re-designing of processes contained in an existing Service Module of Cummins using BPR principles.

Introduction
The Project Report examines the architecture of Service Module processes of existing software. This document is a real life case study of Cummins. The project report reflects the phases and steps involved from inception to completion of the BPR process using the bottom up approach.

Project objective
The project objective is to focus on improving the efficiency of the existing Service Module with mainly focusing on process improvement and Integration.

Scope
The scope is limited to Take the customer order via web based customer order form. Alignment of service team when repair order is open. Provide service to the customer without delay.

Approach & Methodology

Relying on the Consolidated Approach (methodology) the following activities would be performed: Breaking down the process and sub-processes to the task/activity level. Analysis of the steps it takes to complete the processes of Service Module. Gap Analysis between the As is vs. TO be systems. Re-Engineering of the existing system to achieve the desired results.

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Dependencies
Following are the Technical, functional and social dependencies, lack of which will hamper the desired results. 1. Successful process mapping. 2. Successful completion of GAP Analysis 3. A clear Path of change 4. Full commitment of stakeholders. 5. A strong will to overcome obstacles and succeed.

Client History & Details Client Summery

Name: Cummins Sales & Service (Pakistan) Limited 2, Banglore Town, Main shara-e-faisal Karachi Phone: 9221Fax: 9221-263-4306 Power Generation Industrial Generators Rs. 900 (Million) Primary: Refineries Fuel Station Sector. (%age of Total 80) Secondary: Individual Sales (%age of total +20)

Industry: Products: Yearly Turnover: Customers:

Client Profile
Cummins Sales & Service (Pakistan) Limited (CS&SP), has been dealing in Diesel / HFO / Gas generators sales / parts / product support services for last eighteen years in Pakistan and have more than 18000 customer base throughout Pakistan.

CS&SP have offices in Karachi, Lahore, Rawalpindi and Gujranwala with an excellent territorial coverage to provide the services at customer's door step. With fully operational offices at Karachi, Lahore and Rawalpindi; where strong distribution network for Sales, Page 8 of 36

Service and Spare Parts are available. Moreover CSS is also establishing a country wide Dealers Network to provide its quality products throughout the country. Currently; CSS has a wide dealership network in Sialkot, Gujranwala, Sheikhupura, Faisalabad, Multan, Gilgit, Mirpur, Taxila (Hattar), Azad Jammu Kashmir, Lahore, Gawadar and Hyderabad which are already fully operational and serving the corporate and manufacturing industry very efficiently.

Power Generation Systems

We are offering wide range of power generation products under brand name of DPSL products from Europe, Middle East and Far East with unmatchable variety and prices for Diesel fired product range from 10 KVA to 3000 KVA and for Furnace oil/Gas product from 1 MW to 10 MW. In addition, we are offering DPSL portable generators from 1 KW to 5 KW for domestic, commercial and corporate markets. Moreover, CS&SP is pioneer in power generation company who introduced portable generators in Pakistan very first time and to cater valued domestic and commercial customers providing a wide range of DPSL Portable Generators. Portable generators are also available with GAS kits. We also offer optional equipments like sound attenuated & weather proof Canopy, Auto Main Failure Panel (AMF), Auto Transfer Switch (ATS), Synchronizing panels, Switch Gears and Bifuel Kits etc as per customer's requirements.

Power Generation professionals of CSSP are working in the energy/utilities sector. CS&SP is recognized by the industry having a strong understanding of all elements of energy management, best practices and the ability to assist organizations with the implementation of energy management programs. CS&SP have dedicated technical professionals who support you to evaluate your power needs, available options and implementation of best possible Power Generation Solution according to your need and budgets. CS&SP carry stock of 1 KVA to 1000 KVA keeping in view to cater urgent need of customers.

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History of Projects
In a short span of time CS&SP installed hundreds of megawatts of power plants in all parts of the country. CS&SP products are proving their mettle in both sandy, dusty terrains of south and lofty mountainous peaks of the north. Some of the big names which have reposed their confidence in CS&SP/DPSL products and executed by Cummins Sales & Services (Pakistan) Limited as turnkey projects are Agha Khan University and Hospital, Ayesha Group of Textile Industries, Philips Electrical, Novartis Pharmaceutical, Upjohn Pharmacia, Haleeb Dairy Products, University of Engineering and Technology Lahore, Artistic Denim, Engro NPK, Shaukat Khanum Hospital, Pakistan International Container Terminal, ATS Synthetic, Alwin Engg, Shell Pakistan, Telenor, BASF, TCS, BL Harbert, Dawood Group, Karachi Gymkhana, Surge Enterprises, Uffaq Technology, Pakistan Refinery Limited, Khas pvt Ltd, Brooks Pharma, Qasim International Container Terminal, K&N's Poultry, Engro Chemicals, Pak Arab Fertilizer, Fauji Fertilizer, Interloop, Qazzafi Surgical, Dolmen Mall, Pepsi Cola, Coca cola, Mobilink, Warid Telecom, National Refinery Limited, Sir Syed University of Engg Karachi, Shifa International Hospital, Gwadar Port, General Tyre, FTC, Dolmen Mall, OGDC, US Consulate, Canadian Embassy, DHA Karachi, Dawlance, UAE Consulate, Muree Development Authority, Fatima Jinnah University, NTC, Suparco, Sadiq Poultry, PTET, Lakson Tobbaco, Bhikki Power Plant (Descon), Health Department Punjab & Sindh etc. CS&SP has ample experience of acquiring & executing projects worth hundreds of million rupees including designing and execution of civil works, electrical components / electrification and supply / installation / commissioning of mechanical equipment and electrical power generation equipment.

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After Sales Support

Strongest facet of CS&SP is the after sales operation. In this segment CS&SP has over 18 years experience. CS&SP fore runner, in this field, was Diesel Power System (DPS), a Company incorporated in 1992, with the main charter to providing 24/7 After Sales Support for all Cummins products in Pakistan.

In Pakistan, only CS&SP has, Cummins UK supplied, fuel injection/pump laboratory at our Karachi facility for calibration purpose. Cummins Sales & Service Pakistan (CS&SP) have professional and committed team of trained and qualified engineers/technicians, which ensures that 24/7 after sales support to be provided. We also offer O&M services as well as Annual Maintenance Contracts to our customers. Beside this CS&SP guarantee 100% availability of consumable parts and routine maintenance, top overhauling and major overhauling genuine parts.

We at Cummins Sales & Services (Pakistan) Ltd. believe in "CUSTOMER FOR LIFE POLICY." We maintain our credibility with our customers by providing them with good services before and after sales, ensuring a good relationship with them. Our staff is always available for our customers and we provide immediate response to them, showing that at Cummins Sales & Services Pakistan "WE CARE."

CS&SP offers Annual Maintenance Contract for their powered equipment / Generators. CS&SP have 6000 satisfied, corporate and industrial powered equipment customers all over Pakistan currently availing the services. CS&SP offering multiple After Sales Support solutions according to customers need. These are:

Standard Warranty Services O&M Annual Maintenance Service Contract Emergency Repair Engine Rebuild / Overhaul (TOP / MAJOR) Overhaul Fuel System Calibration; Fuel Pump Lab Page 11 of 36

Installation & Commissioning Genuine Cummins Parts

CS&SP is dedicated to provide quality services and total care of your engines. As at CS&SP, we know your engines.

Methodology

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Project team
The cross functional Team comprised of:

Objective (what your customer wants)

Expect to be fully informed Maximum facilitation. Quality service Prompt service

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Key Assumption
Service Provide Customer Cost Effective Solution Fast Service for Generator can save Lot of Time of customer Service of Generator Can Reduce the yearly Budget of Customer Some Times Service for Generator is not Feasible Keep Servicing the Generator can Damage the power Continuity

Success factors
Service Team Scheduling Complete Service Tool kits Consider Society Environment Service Team should Satisfy the Customer regarding Complains of Generator Keep Track of Service Team

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Objective (what the company wants)

To maximize customer satisfaction. Increased customer loyalty. Increased goodwill & market share. Increase in repeat business. Maximize profits.

Timelines
The BPR process will take approximately 4 months from start of the Analysis Phase to the end of Implementation / transition phase.
Time Distribution (In Days)

19

18 Plan Discov er Analysis 30 20 Remodel Implement

35

Time Distribution (In Percentage)

18%

14%

Plan Discover Analysis 24% Remodel Implement

28% 16%

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Core Business Process

Customer Query Customer Quotation Service Order Service Delivery Service Invoice

Customer Query
Customer Give Query by Telephone. Customer give query by Email. Customer give query by Fax.

Customer Quotation
Create New Quotation based on Query. Quotation contain all the Term and Condition for Service. All the Prices are Discounted.

Service Order
Service order ( Repair Order) Is Created once the Customer Approved Quotation. Service Contain all the information about the Service. Service Team Follow this RO for Customer Problem. Additional Items can be Add in RO at the Time of Service.

Service Delivery
If Any Material Required for complete the Job Item Request Generated. MR(Material Request) is Sent to the Inventory Department. Item Pick and Pack at Inventory Department. Page 16 of 36

Service Invoice
Once the Job is Complete Invoice is generated for the Customer. Invoice Dispatched to Customer. Addition Items are added in Invoice.

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As-Is System High Level Diagram of the Existing System

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All Processes Flow Chart Of Existing System

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Individual Process Flow Chart of Existing System Service Query Flow Chart

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Service Quotation Flow Chart

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Service Order Flow Chart

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Service Delivery Flow Chart

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Service Invoice Flow Chart

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Quality of Information
A company can buy the most expensive technology solution in the world, have the best hardware and collect all the information it thinks it needs but if the Quality of that Information is substandard then the result would be nothing but failure.

The SIX areas critical to building excellent information quality:

Completeness Conformity Consistency Accuracy Integrity Duplication Is some information missing or incomplete? Is all information uniform and does everyone understand it? Does all the information make sense or do some parts conflict with others? Is all the information up-to-date and accurate? Does the information make sense in terms of Personal knowledge of the customer? The same information being held in different locations is necessary or not.

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Modular Approach

Customer Complain

Customer Query

Quotation Process on complain Repaired Order

C R M

Shipping

Delivery

Inventory

Billing

Invoice

Financial Accounting

A modular software design is a design approach where modules or programs can be added or subtracted on an individual basis and as needed basis. This approach is used for adding functionalities in the future to improve the efficiency of the business. If the software constraints allow, sometimes mixing and matching programs from different vendors is also possible. In case of an ERP this allows the company to choose which modules to implement right now and which to leave for the future thereby reducing its initial acquisition costs. These modular software designs link into the common database, so that all of the information between the departments is accessible and in real-time.

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Conclusion of Analysis & List of Deliverable

A Service Module supporting similar processes as the existing business should be chosen that enables. Accurate mapping of Processes. High Quality of information. Built on Modular Approach i.e. modules could be attached and detached as per need. Scalability for future additions and expansion. Service Team Scheduling System Create New Web based order Form Control the Inventory using Inventory check At web Order Form Save Cost of dispatching the Material Paper Less environment Fast Delivery of Service Management of Service Teams

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To-Be System High Level Diagram of the Proposed System

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All Processes Flow Chart of the Proposed System

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Individual Processes Flow Chart of the Proposed System Service Web Based Order Flow Chart

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Service Repair Order Flow Chart

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Service Delivery Flow Chart

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Service Invoice Flow Chart

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Comparison Of Flow Chart Of AS IS & To Be Process

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GAP Analysis and Path of Change

The difference between AS IS and TO BE processes represents the path for change. Following is a charted depiction. As-Is (Existing) Customer Query By: Phone ,Email, & Visit Service Order Manual Team Scheduling Create Manual MR(Material Request) Shipping Created By Service Department High Cost of Material Dispatching Inventory Check Conflict With other Service Jobs Service Quotation Paper work is too much Duplication of Entry in system To-Be (Proposed) Web Customer Order Form Service Order With Team Scheduling Service Team Scheduling According to Service Type (Mechanical or Electrical) Material Request Sent to Inventory Shipping of Material By Inventory Dept. Material Deliver to Customer when team Visit Save time to check the inventory Remove Quotation Process Paperless Environment Copy Previous Document data to remove Duplication of Data Entry

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Approvals
I understand and agree with the goals, scope and objectives, recommendations and approach as described in this document. I approve the start-up of this project within the scope outlined in this document. I understand that changes in scope, budget or major milestones require the approval of sponsors and executive sponsors. Approved By _______________ (Project Manager) Date __________ _______________ (CEO) Date __________

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