Version 0.5 / P230S - User Alternatives
/ PMA Project Phoenix
P230 - User Alternatives
Description
Deliverable purpose:
  • To evaluate options for critical, user perceivable designs and components and select those that best meet business objectives.
Additional files and documents:
  • None

Version
Version / Description / Author / Date
0.1 / Initial Template / Alain Foucault / 08/08/02
0.2 / Initial Draft / Eric Payeur / 09/11/02
0.3 / Updated Draft / Scott Green / 12/06/02
0.4 / Updated Draft / Scott Green / 12/10/02

Contents

1.Introduction

1.1References

2.Scope

2.1Category of Package Selection

2.2Reference to Relevant Enterprise Directions

3.Alternatives

3.1Description

4.Selection of Alternatives

4.1Comparison of Alternatives and Recommendations

4.2Rationale

Deliverable History

Version / Comments / Reviews / Responsible/ Reviewers / Date Completed
0.2 / Initial Draft
0.3 / Updated draft – updates the number of packages that are being considered.
0.4 / Updated draft

1.Introduction

1.1References

  • PMA Business Plan
  • A220 Architecture Business Process View
  • P201 Business Dynamics

2.Scope

2.1Category of Package Selection

The following packages have been divided logically into three categories: front-office, back-office and support. The front-office applications are those that are typically associated to supporting the customer. The back-office functions are those applications that support the product management aspects. The support functions will all the other support applications that are used to provide an infrastructure to the front-office or back-office functions.

The listings of these packages under these different categories have then been listed by the their general priority or importance.

Front-Office Package Selection:

  • Customer Relationship Management [CRM]
  • eCommerce [eCOM]
  • Order Management [OM]
  • Enterprise Content Management [ECM]
  • Car Locator [CL]
  • e-Mail Response Management [eRM]
  • Workflow Management [WFM]
  • Schedule Management [SM]

Back-Office Package Selection:

  • Supply Chain Management [SCM]
  • Enterprise Resource Planning [ERP]
  • Warranty Management [WM]
  • Technical Documentation Management [TDM]
  • Dealer Communication System [DCS]

Support Package Selection:

  • Enterprise Portal [EP]
  • Finance [FIN]
  • Knowledge Management [KM]
  • Conversion Extract-Transform-Load [ETL]
  • Training management[TM]
  • Reporting/Business Intelligence [R/BI]
  • Human Resources [HR]
  • Enterprise Value Management [EVM]
  • Competitive Intelligence [CIM]

2.2Reference to Relevant Enterprise Directions

Reference to existing business and organizational strategies, principles and standards that are relevant to the alternatives being considered.

3.Alternatives

3.1Description

Category / User-level Description
Front-Office Area
CRM / Client Relationship Management [CRM] Suite
A Client Relationship Management package is required supporting basic Integrated Customer Management activities. The functions that must cover are:
  1. Marketing
  2. Sale
  3. Call Center/Service/Self-help
  4. Chat
  5. Partner Relationship Management
The options include:
  1. Existing supplier for Peugeot: PeopleSoft
  2. Selection of a best of breed more Internet based supplier such as Pivotal, Epiphany and Talisma.
  3. PSA system (e.g. Campagne) to complete solution 1 or 2 for Recall management.

eCOM / eCommerce [eCOM]
eCommerce package is required supporting basic Integrated eCommerce activities such as online buying, selling, collaborating,
Sale, Call Center, E-Business, self-help, order management…
The options include:
  1. Existing supplier for Peugeot: PeopleSoft’s eStore
  2. PSA system (e.g. Campagne) to complete solution 1 or 2 for Recall management.
  3. High-end frameworks: IBM’s Crossworlds, Microsoft .NET/Sharepoint
  4. High-end Package/Engine: ATG, Broadvision, Blue Martini
  5. Medium-end Engines: BEA, Firepond
  6. Automotive specific package: Cobalt’s Parts Counter Express and MyCarTools

OM / Order Management
The functionality will provide a traditional order management system. This will primarily be a slaved system to Peugeot’s main order management systems.
The options include:
  1. PeopleSoft’s SCM product: Order Management
  2. Other SCM products: i2, Manugistics, Oracle
  3. Leverage the OM functionality eCOM: ATG, Broadvision, Blue Martini
  4. Use functionality provided in the FIN package: SAP

ECM / Enterprise Content Management [ECM]
A Content Management package is required supporting basic Integrated Document Management (IDM, paper and electronic, workflow), generated any king of electronic documents (Contract, brochures, …) and Web Content management (WCM).
The options include:
  1. Existing supplier for Peugeot: FileNet
  2. Selection of a high-end supplier such as Documentum and Opentext.
  3. Selection of a low-end supplier such as Microsoft (SharePoint) or Oracle (WebPortal).
  4. Use functionality of Enterprise Portal for ECM
  5. Use functionality of eCOM for ECM

CL / Car Locator [CL]
A car Locator function is required to allow customers to configure a car with specific options, searching and locate availability according to selected configuration (LTO), Compare configuration and price with other configuration or/and competitive car.
The options include:
  1. Use Functionality provide by CRM suite (If Available) Selection of automotive specific package such as “Carbook/AutoBuilder /AutoPorter” by CROME, “Make & Match” by COBALT
  2. Sales configurator’s: Trilogy, Selectica
  3. Configurator Constraint Based Engine: ILOG’s Configurator
  4. E-commerce associated sales configurators: Firepond, Blue Martini (Cybrant)

eRM / e-Mail Response Management Systems
This functionality provides the functionality for responding to email requests in an automated environment.
The options include:
  1. Pure-play systems: Rightnow Technologies, eGain,
  2. CRM Suite Components: Talisma, Epiphany, Kana, Firepond
  3. Traditional Suite: Oracle, Siebel
  4. Leverage new functionality in PeopleSoft’s latest release (ver 8.8)

WFM / Workflow Management
This functionality provides the backbone for managing non-traditional, not-fuctional specific (i.e. marketing, sales, service) process control functions. An example for the use of this category would be the workflow associated to Valet.
The options include:
  1. Simple process management functionality: iFlow, Bizflow
  2. Complex EDI process management: Vitria, TIBCO
  3. Pure-play Business Process Monitoring: IBM WebShere HOLOSOFX,Staffware
  4. Existing workflow engine provided in PeopleSoft

SM / Schedule Management
This functionality is to automate the scheduling functions when attempting to integrate across several types of assets. An example would be the scheduling of the customer into a partner’s facility and having the valet picking-up and returning the car.
The options include:
  1. Sophisticated scheduling & tracking: Artemis, i2, Manugistic
  2. Automated scheduling: Servicepower,
  3. Manual / simplified calendar scheduling: Exchange

Back-Office Area
SCM / Supply Chain Management [SCM]
A Supply Chain Management package or solution is required to help PMA in managing the delivery and planning of Product such as Car and Part, Inventories.
The options include:
  1. Existing PSA systems such as (ALADIN, DIALOG, SIV “Ordering”, NOSTRA “Delivery”, PROSPER “Forecasting”, TATOU, PLPR, ALADIN “Spare Parts inventory”)

ERP / Enterprise Resource Planning [ERP]
An Enterprise Resource Planning package is required for the management of the PMA enterprise resources.
The options include:
  1. For Accounting: Existing supplier/system from PSA: EURECA, TOUCAN, SIGMA

WM / Warranty Management [WM]
A Warranty package is required to manage all Warranty claims and activity.
The options include:
  1. Existing PSA Warranty system: SAIGAI, CAMPAGNE (Recall)

TDM / Technical Documentation Management [TDM]
A Technical Documentation Management package is required to provide the following functionality:
  • Workshop manual
  • Parts documentation
  • Accessories and signature products
  • Owners manuals
  • Repair orders and estimates
  • Parts documentation
The options include:
  1. Existing PSA Technical Documentation Management system: INFOTEKLASER
  2. Make use of the ECM solution to provide a Technical Documentation Management

DCS / Dealer Communication System
A Dealer Communication System (DCS) is required to interface with the Dealer management system (DMS) at the dealership and to allow dealers to access specific PMA system. The DCS will have the capability to interface with all the touch points at PMA and also various DMS systems being used by the dealers.
The options include:
  1. Existing PSA system: ABCnet, Dealer Portal (In Design)
  2. COTS package like ??? (Portal Software)
  3. In-House (PMA) customize solution.

Support Area:
EP / Enterprise Portal
This functionality will provide the main interface into all the applications and systems for customers, employees, and partners.
The options include:
  1. Pure-play portals: Plumtree, Epicentric
  2. Enterprise portals: IBM, BEA, iPlanet, Sharepoint
  3. Enterprise Application Portals: PeopleSoft, SAP

FIN / Finance
The functionality will provide the basic functions associated with managing the financial aspects of the company. This includes all of the following elements: Finance, accounting, tax, cost center reporting, payroll, etc.
The options include:
  1. Use existing PSA functionality: SAP
  2. Spreadsheet/Manual: Excel

KM / Knowledge Management tool.
Required to provide technical problem reporting from dealer to AP and technical problem resolution information from AP to dealer
The options include:
  1. Existing PSA AGIR in Europe
  2. Selection of large package like ERNIE (Ford System), ????
  3. Selection of mid-size package: Primus,
  4. On-line KM facilitation tools: Micromedia

ETL / Extract Transform Load
This functionality will provide the extraction routines needed to move the data from legacy into PMA systems. This will need to be accomplished in either a batch or “near real-time” environment. The requirement may require ongoing batch jobs that move data either from or to PSA into PMA.
What data should be converted from the legacy system into the new one?
The current database contains information from PSA. The options include:
1 - ???
2 - ???
The options include:
  1. Low end tools: Cognos, Sagent, Hummingbird
  2. DBA tools: Oracle, SQL Server
  3. High end tools: Informatica, Ascential

TM / Training Management [TM]
A Training management package is required to help the technicians to upgrade their skills and help in troubleshooting the repair of problems and to service the vehicle.
The options include:
  1. Existing PSA Training system: DEFIFORM@LION
  2. Selection of Mid-Size Training package such as Interwise
  3. Training management outsource to 3rd party

R/BI / Reporting tool/Business Intelligence.
A reporting package is required to enables PMA Executives to reach into the vast supply of business information available and quickly use it as knowledge for decisions and action. It is a business measurement tool for understanding key performance metrics - and optimizing PMA operations.
The options include:
  1. Selecting a basic reporting package: Crystal Report, Oracle Report, Brio
  2. Selecting a complete Business Intelligence package (simple, OLAP, batching) such as Cognos, Business Objects

HR / Human Resources
This functionality will track all of the HR activity for employees.
The options include:
  1. Outsource all of the functionality expect partners to provide the functionality
  2. Implement enterprise HR package: SAP, PeopleSoft
  3. Utilize spreadsheets/Manual process: Excel

EVM / Enterprise Value Management [EVM]
An Enterprise Value Management package is required to manage PMA technology investments (like a project portfolio), enabling management teams to choose and execute activities that increase value. To directly aligns technology investments with business goals and objectives. Provides dashboard view for overall asset management around PMA’s investments.
The options include the selection of a COTS package such as:
  1. Enterprise asset management functions around portfolio options: ProSight (Fujitsu Partnership), Kintana
  2. Enterprise project aggregation of portfolio options: SysCorp (IBM Partnership), Pacificedge.com (Independent), Primavera, Artemis,
  3. Stand alone project management software: MS Project, Project Workbench, Turbo Project
  4. Enterprise Application portfolio options: PeopleSoft (others include SAP and similar enterprisewide applications.)

CI / Competitive Intelligence (Proposed)
The functionality will provide ongoing insight into the competitive landscape for the automotive marketplace.
The options include:
  1. Generalized CI Research: DowJones, Hoovers, Fuld, McKensey Quarterly
  2. Automated E-Mail CI Research: Providata, CyberAlert,
  3. Manual CI: Google

4.Selection of Alternatives

4.1Comparison of Alternatives and Recommendations

Specification of the method and the criteria used to compare the alternatives. Description of the differences between the alternatives and the advantages and disadvantages of each alternative.

Specification of the method and the criteria used to compare the alternatives. Description of the differences between the alternatives and the advantages and disadvantages of each alternative.

Front-Office Package Selection:

Category / User-level Description
CRM / Client Relationship Management – Package selection
The CRM system is expected to be the most important piece of software for PMA as it relates to managing customer relationships. The core objectives of the PMA strategy can be found in the PMA Business Plan.
Comparison / 1 – Existing supplier for Peugeot: PeopleSoft
  • Corporate agreement – low licensing costs for core modules
  • Comprehensive package that has industry best practices
  • Existing integration across all applications
  • New feature supplement (Ver 8.8 versus Ver 8.4)
  • E-mail / response management
  • Chat
  • Campaign Management enhancements
  • Proto-type gap analysis required.
2 – Selection of a best of breed more Internet based supplied.
  • New technology enabled;
  • Tailored for ease of integration since many of the packages have been built with the notion of integration.
  • Product selection between the various 700 different packages would be required;
  • Not recommended since there is does not seem to be major advantages or savings at this time.
3 – Use PSA system (e.g. Campagne) to compliment solution.
  • Additional Supplier – might be complimentary for the particular solution of warranty management;
  • Product selection required;
  • Recommended as sub-solution component. Review possible advantages and savings;
  • Meets existing PMA requirements.

Recommendation / PeopleSoft – the following are the main reasons for the package
  1. Corporate standard for Peugeot
  2. Long-term viability of the company & package
  3. Base amount of proven functionality (e.g. best practice) of the package
  4. Internet/web-enabled application framework
  5. Architecture scaled to an enterprise-wide application
  6. Requirements for supplemental enhancements for functionality seem to be much less than the high level of integration requirements of a pure “best of breed” solution framework.

Category / User-level Description
eCOM / e-Commerce – this functionality will provide the electronic storefront for Peugeot car and parts operation. Some of this functionality may integrate some aspects into the light/heavy service side eventually but not initially.
The following preliminary analysis for a package selection.
The overall focus of the analysis was to obtain as much out-of-box functionality as possible for an e-commerce type package. Within this area – there was a focus on B2C e-commerce type transactions versus the B2B. It is expected that most of the B2B transactions will happen within the context of the Partnership Management.
The key elements for e-commerce are:
  • Internet based order management. This should be open enough to allow for non-internet based order management so that there is a single order management system in the solution. (Standard transaction types: new, update, delete)
  • Standard and custom contract terms
  • Pricing calculators (tax, order/quantity, discounts, shipping)
  • Order status update (state changes causing automatic update to end users)
  • Fulfillment integration (UPS, FedEx, USPS)
  • Payment (credit card, check , PO, PayPal)
  • Multi-currency
  • Security management / personalization features
  • Catalog / content management
  • Product comparison feature
  • Product configurator integration
  • Workflow – approval and order restrictions
  • PeopleSoft CRM and SAP inventory integration
Enhancements are:
  • Automatic fraud detection schemas
  • Complex shipping requirements (line item cost center, shipping address, billing address)
  • Standard and configurable SKU management (kitting)
  • Gift certificate / coupon management

Comparison / Since out-of-box functionality was the target – many of the solutions possibilities were reduced to those enterprise solutions that support this requirement. This meant that options were narrow down to ATG, Broadvision and Blue Martini
1 – ATG is a robust solution for the enterprise.
  • Pro
  • Meets basic requirements
  • Strength in order management features
  • Fraud detection is a plus
  • Con
  • Non-Standard integration with PeopleSoft and SAP
2 – Broadvision - This product seems to be eliminated due to these two aspects
  • Most of the focus is on B2B, which will probably be covered in the Partnership Management requirements
  • Promotion of their Portal Technology more than the commerce side. The product should have a portal independence nature.
3 – Blue Martini –
  • Pro
  • Meets basic requirements
  • Strength is in back-end integration
  • Promotion and pricing features
  • Gift registry appealing
  • Order management seems quite independent
  • PeopleSoft and SAP standard integration modules
  • (CEO prior employee of PeopleSoft)
  • Con
  • Look for this company to be acquired – based upon past history with CEO

Recommendation / Blue Martini (with ATG as close second)
The basic package delivers on the basic functionality required for this module. It is appear to the ability to exceed the necessary requirements for the e-commerce package. The main reasons are as follows:
  1. Excellent references – especially in the manufacturing area
  2. Background within the manufacturing
  3. Closely tied into PeopleSoft

Category / User-level Description
OM / Order Management – slaved package that manages all the information related to managing the information related to an order.
The following preliminary analysis for a package selection.
The order management system will be a slave to the various order management systems used by PSA. There are two different systems within PSA – one for parts and one for cars. It is expected that these systems will maintain the official order information – but that the PMA system will retain the rights for create, update, edit and delete by the end user or PMA resources.
Features of the order management are similar to those outlined in the e-commerce system.
Comparison / 1 – Use the PeopleSoft’s SCM module – Order Management.
  • Pro
  • Ease of integration into the CRM suite
  • Traditional package features
  • Con
  • Need to review to see it is able to meet the requirements for an e-commerce package
  • Duplicate functionality with the e-commerce package
2 – Other SCM Products: i.e. i2, Manugistics, Oracle, SAP