Improving Dispute Resolution Processes

50 %
50 %
Information about Improving Dispute Resolution Processes

Published on November 14, 2007

Author: TrueConnection

Source: slideshare.net

Description

presented at TrueConnection: Sales Performance Management Conference 2007 by Laura Roach, Director of Process Solutions at Callidus Software

Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.

Agenda Common Challenges to Sales Performance Management Best Practices to improve payee satisfaction, communication and effectively manage sales performance Leading solutions from Callidus Software How customers have improved sales effectiveness

Common Challenges to Sales Performance Management

Best Practices to improve payee satisfaction, communication and effectively manage sales performance

Leading solutions from Callidus Software

How customers have improved sales effectiveness

Common Challenges Costs of sub-optimal sales force effectiveness due to…. Unreliable sales Data Inaccurate calculations Compliance Requirements Lack of audit trail hinders confidence in system integrity Old or out-dated business processes Excessive dispute resolution time is costly and distracting to sales efforts Ineffective communication channels have an impact on productivity and payee satisfaction

Costs of sub-optimal sales force effectiveness due to….

Unreliable sales Data

Inaccurate calculations

Compliance Requirements

Lack of audit trail hinders confidence in system integrity

Old or out-dated business processes

Excessive dispute resolution time is costly and distracting to sales efforts

Ineffective communication channels have an impact on productivity and payee satisfaction

Sales Performance Management Lifecycle Set corporate revenue goals and strategy Reviews and resolves issues Sales Finance Team Monitors quota performance and opportunities CEO / CFO Sales Rep Sales Finance Team Sales and finance aligned through integrated management process Sales Rep Sales Finance Team Plan Forecast budget for upcoming fiscal Design and implement compensation plan Manage distributor relationships Sales/Channel Management Manage and optimize territories and channels Manage quota targets Sales Management Sales/Channel Management Monitors performance and raises disputes. Receives plan for upcoming year Analyze impact of sales incentives and processes Analyze Execute PSS Sales Ops DMS Custom PSS + Automated Ext. Sales Ops Payment Review Bonus/Pooling MBO Custom DMS Automated Ext.

Sales and finance aligned through integrated management process

Forecast budget for upcoming fiscal

Design and implement compensation plan

Manage distributor relationships

What Is Callidus TrueResolution? Self Service Portal for sales force and channel partners to submit disputes or change requests Business process system to automate and coordinate the resolution of disputes and requests Completely auditable request tracking and processing system Administration of data cleansing and maintenance

Self Service Portal for sales force and channel partners to submit disputes or change requests

Business process system to automate and coordinate the resolution of disputes and requests

Completely auditable request tracking and processing system

Administration of data cleansing and maintenance

General Features Completely Web-Based Reportable Tracking Information Request Process can be Monitored for Optimization Directly Accesses TrueComp Repository Request Submission guided by direct access to TrueComp data and Validated Collects Information for Changes to be applied to TrueComp Configurable Business Processes Configurable User Interfaces Flexible and Extensible

Completely Web-Based

Reportable Tracking Information

Request Process can be Monitored for Optimization

Directly Accesses TrueComp Repository

Request Submission guided by direct access to TrueComp data and Validated

Collects Information for Changes to be applied to TrueComp

Configurable Business Processes

Configurable User Interfaces

Flexible and Extensible

What are Workflow Solutions?

Payee Self Service

Payee Self Service Solution Supports Common Business Objectives Improve payee satisfaction and communication Streamline sales operation and management processes SOX compliance – audit and traceability Increase productivity (both payees and administrators) Specific Business Needs How to address business process changes in association of the Callidus implementation? How to disseminate plans and goal sheets and get payee’s approval? How to track approvals and changes? How to receive, manage and respond to inquiries and requests from payees?

Supports Common Business Objectives

Improve payee satisfaction and communication

Streamline sales operation and management processes

SOX compliance – audit and traceability

Increase productivity (both payees and administrators)

Specific Business Needs

How to address business process changes in association of the Callidus implementation?

How to disseminate plans and goal sheets and get payee’s approval?

How to track approvals and changes?

How to receive, manage and respond to inquiries and requests from payees?

Payee Self Service – What Is Provided? Communication Workflow One workflow Up to Four built-in template forms Notification Workflow Review/approve compensation plans Notify adjustments, data & policy changes Two Bundled Reports for Operational Analysis Types of issues submitted Issues received vs. resolution rate Plans Territories/Quotas Credits Compensation Report Generic

Communication Workflow

One workflow

Up to Four built-in template forms

Notification Workflow

Review/approve compensation plans

Notify adjustments, data & policy changes

Two Bundled Reports for Operational Analysis

Types of issues submitted

Issues received vs. resolution rate

Payee Self Service - Communication Workflow Comp Statement Review Submit Dispute/Inquiry (plan, territory, Credit, other) Prepare a Request TrueComp ® Administrator Respond Report Dispute Form Identify Issues Mgr Approval

Payee Self Service - Notification Workflow Review Operational Analysis TC Administrator Payees Send Notification Accept or Reject Tracking / Audit

PSS Automated Extensions

PSS – Automatic Credit Dispute Extension Auto check to TC for Credits Request automatically denied and sent back to Submitter Credit Dispute Request Yes Administrator No Routed to Reconciler Re Submits Request to Reconciler Re Check TC for Credits TrueComp ® Research & Take Action Approved Changes updated in TrueComp® Staging Tables

Sales Operations Support Solution - What is Provided?

Sales Operations Workflow Participant / Position Request New Modify Resubmit Prepare a Request Administrator or group of Submitters Update TrueComp ® Staging Tables TrueComp ® Submit for Approval APPROVED ? Routed for Final Approval YES NO More Info Withdraw Resubmit

Participant / Position Request

New

Modify

Resubmit

More Info

Withdraw

Resubmit

Data Management Solution - Benefits Supports Common Business Objectives Increase payment accuracy Proactively resolve issues upfront Streamline sales operation and management processes SOX compliance – audit and traceability Increase productivity (both payees and administrators) Specific Business Needs How to address business process changes in association of the Callidus implementation? How to manage data changes not captured in upstream systems? How to correct new or errored transactions and route for approvals prior to processing corrections? How to track approvals and changes?

Supports Common Business Objectives

Increase payment accuracy

Proactively resolve issues upfront

Streamline sales operation and management processes

SOX compliance – audit and traceability

Increase productivity (both payees and administrators)

Specific Business Needs

How to address business process changes in association of the Callidus implementation?

How to manage data changes not captured in upstream systems?

How to correct new or errored transactions and route for approvals prior to processing corrections?

How to track approvals and changes?

Data Management Services – Functional view This diagram depicts the high level functional workflow Tracking, auditing and detailed analysis available Submit Changes Updated in TrueComp ® Staging Tables TrueComp ® EXCEEDS THRESHOLD? YES Routed to Approver EXAMPLE CONDITIONS NO Update TrueComp ® Staging Tables Review, Research and Resolve Automatic Submission of Errors

This diagram depicts the high level functional workflow

TrueResolution Configurations Configurable Business Process Robust Configurations, flexible and extensible Approval Org Hierarchy (i.e. TC Manager) Specific person or group Dollar Amount Bulk Approvals Timeouts Task queues Approve TrueComp Change Forms Field Names Layout Field Validation Default Values Bulk Upload Submit Pre-Approve Approval Org Hierarchy (i.e. TC Manager) Specific person or group Bulk Approvals Timeouts Task queues Manual Actions Split Manual transaction Manual payment Bulk Actions Timeouts Task queues Research & Resolve Validate & Route Validate Standard Validations Additional Field Validations Routing Generic queue Owner based Round Robin

Approval

Org Hierarchy (i.e. TC Manager)

Specific person or group

Dollar Amount

Bulk Approvals

Timeouts

Task queues

Forms

Field Names

Layout

Field Validation

Default Values

Bulk Upload

Approval

Org Hierarchy (i.e. TC Manager)

Specific person or group

Bulk Approvals

Timeouts

Task queues

Manual Actions

Split

Manual transaction

Manual payment

Bulk Actions

Timeouts

Task queues

Validate

Standard Validations

Additional Field Validations

Routing

Generic queue

Owner based

Round Robin

Improving Dispute Resolution Processes Laura Roach Director, Process Solutions Callidus Software Inc.

Add a comment

Related pages

Improving dispute resolution processes on Wikipedia ...

In any large volunteer community, dispute resolution is a vital service that helps alleviate contentious issues and problematic behavior. On Wikipedia ...
Read more

A TOOLKIT FOR DEVELOPING A DISPUTE MANAGEMENT PLAN

A TOOLKIT FOR DEVELOPING A DISPUTE ... Alternative dispute resolution processes ... The specific aims of dispute management include improving policy and ...
Read more

Chapter 4 Improving Alternative Dispute Resolution

210 Victorian Law Reform Commission - Civil Justice Review: Report Chapter 4 4 Improving Alternative Dispute Resolution 1. Introduction 1.1 What is ADR?
Read more

Improving conflict resolution skills | Queensland Government

Improving conflict resolution skills. Print this page ... By developing conflict resolution skills and dispute resolution processes, ...
Read more

GLOBAL POUND CONFERENCE SERIES 2016 – SINGAPORE IMPROVING ...

GLOBAL POUND CONFERENCE SERIES 2016 – SINGAPORE ... to justice by improving dispute resolution processes – remains wholly relevant
Read more

Range of Dispute Resolution Processes - blaney.com

incorporate dispute resolution processes into the conflict management system ... improving both internal relationships and relationships with consumers, ...
Read more

Improving our dispute process :: Financial Ombudsman Service

Improving our dispute process . ... implications for our members’ internal dispute resolution and external dispute resolution teams and processes.
Read more

The Global Pound Conference Series

The Global Pound Conference Series Worldwide events seek reliable, ... reforms for improving dispute resolution processes and access to justice.
Read more

Dispute Resolution Archives - PON - Program on Negotiation ...

Dispute resolution generally refers to one of several different processes used to resolve disputes between parties, including negotiation, mediation ...
Read more