Conference ilbbak::us_sales_service

It Depends...

What kind of product: Hardware (ours or third party), software (same), service
(standard or custom), consulting (same), training (same), supplies...

What Channel: Direct, Decdirect, PCbyDEC, distributor, VAR, SCMP, OEM, E-Store

What form did the PO take: Formal Purchase Order, Letter form authorized party, 
signed Quote Order Form, EDI, E-Store, phone call, DEClease, third party 
lease...

What class is the customer in: Corporate Accounts (I forget the current name),
Fortune 500 (fewer credit issues), current customers, never bought before...

How fast do they need it, was a slot order placed, is it ROT/CON, is there an 
allowance, are there non-standard T&Cs, has the product FCSed (first cust ship)
yet, is it an export, is it a restricted product (DOD), is it a DOD priority
order, partials allowed..........

Actualy I am over complicating the answer a little but the steps an 
order has to go through can be affected by all of these things and more. The best 
place for accurate information is the CAS (Customer Administrative Services) who
are located in most medium and large offices.  

>>CAS (Customer Administrative Services) 

A.K.A. OMS (Order Managemant Services)

    I wonder how many other companies would reply the way .1 did??  We are
    so overly complicated that what seems like a simple question can't be
    answered.  If it can't be answered for our employees, how do we answer
    it for our customers????

Whenever a customer asks us how to order DEC products I connect them to
1-800-DIGITAL.  They can do quotes, take orders for all products not requiring
some technical expertise (i.e. high level systems - 6xxx).  You're right that
we sometimes make things complicated, but hte simple answer DOES exist.

bl

The question was not how do you place an order it was what happens to an order
after it is placed. The complexity I wrote of in .1 is a function of the 
industry we are and our position in the industry although some amount is 
of our own creation.

One of the most important measures of the client/vendor relationship is how
well do we do at simplifying something that is inherently complex. In the 
past we have had inconsistant success at this but I have great hopes for the
future.

DECdirect is an excellent example of simplification but it only covers a small 
number of the permutations in .1. This is where the IM&T organization gets too
little credit for what is already there. The fact that we can even process this
complexity is amazing. (and remember from other notes, I am highly critical 
of several applications like AQS/XSEL/WARGAMES...)

    ...1, sounds almost as complicated as selling services.  

    Hello folks,
    
    	The key on how to order DEC products is to make it simple
    and easy to our customers.  
    
    	Products can be ordered via:  DEC-Direct 1-800-DIGITAL 
    				      E-Store
    				      Order Management Services
    
    Customer often have a preference based on their ordering guidelines
    and requirements, remember all customers want to do is to get from
    us a quote with the products they need, generate a P.O. and to get 
    the products as scheduled.
    
    	Regardless of how the product is ordered i.e. DDD, E-Store etc, 
    the transactions can be feed from AQS into the Order Processing System
    (FOCUS) allowing the order processing rep to make few changes, validate
    the transaction and certify the order.
    
    	Once the order is certified FOCUS will feed the reporting
    enviroments, sales measurements and Digital Services.  The transaction
    then goes to ORS (Order Routing Switch) down to the manufacturing and
    consolidation sites.
    
    	Once the order is shipped a signal is sent back through ORS and
    generate and invoice out of FOCUS.  Focus will send a signal to the
    reporting enviroments, Revenue Accounting and the General Ledger.
    
    	This was a very high level description of the Order Flow, however,
    if you need more information please feel free to contact me.
    
    Sam Ceballos
    DTN 264-4687
    Project Mgr.               
    Quoting and Ordering Program Office.