Quality Systems integratorsCASE STUDIES
Purchased Pricing and Rebate application managed service w/custom integration.
Objective: Ensure reliability and availability of application.
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Supplier Management: Manage and plan supplier releases, track supplier updates, log incidents (outages) using supplier online account.
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Relocate resources to Customer Service locations to provide heightened support during high order volume times; quarter and year end.
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Creation and management of rebating and pricing application accounts as approved
Metrics: SOX audit reports; Incident response resolution
Key Technologies: WebMethods, WebSphere, JDE, Oracle, SAP, BEA WebLogic, Java
Purchased Point of Sale and Distributed Operations.
Objective: Ensure performance of offshore resources; provide level 3 local support and project surge capability.
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Ensure knowledge base maintenance for knowledge transfer to offshore resources
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Provide level III backup
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Flexible staffing for projects
Metrics: Incident log closures, Knowledge base growth
Service Objective
Ensure application availability and rapid response during high volume and business critical order entry periods.
Critical Success Factor
Relocation of critical staff during high volume and business critical time periods.
Root cause elimination for recurring outages
Outcome
Application returned to during ERP implementation
Service Objective
Provide backup and ensure performance of offshore resources
Critical Success Factor
Timely closure of incidents; expansion of knowledge base
Outcome
Improved offshore performance, flexible project staffing