Smart companies are doing everything they can to become more efficient. To remain competitive it requires that business processes happen in order and in a timely fashion. The problem is having a system in place that handles the timing and flow of a business process. I like to call it a Tempo Server.
An Example:
Overview: This company does RMA’s and needs to verify that the part is in warranty. If not then the owner of the product needs to provide payment for getting the item repaired. The people that do the rma do not create sales orders and handle payment information from the customer, that is handled by customer service. A request needs to be made to customer service to create a sales order for this customer. Once the sales order is created then the customer service person tells the support person the sales order number so it can be entered in the RMA.
The problem here is that the person (Rob) that takes the RMA relies on someone else to create a sales order (Sandra). Rob can call Sandra to get the sales order created but Sandra is busy when he calls and the distraction of the phone call slows her down. Now Rob needs to wait for Sandra to get back to him with the sales order number. The problem is Sandra may forget that Rob is waiting for the sales order to be placed. In fact Rob may forget about it as well.
The time when the sales order is required is when the defective item is received and John in repair needs to do work to repair it. He will not do work until there is a sales order in place. When he pulls up the rma in the system he sees that the sales order is not there and has to call Rob to find out if the customer is approved for repairing the item. Rob then remembers and calls Sandra. Sandra is busy and will get back with Rob.
The problem is that there is not a central system to keep the business tempo going. I like to call it the tempo server.
Solution:
Rob launches a web page designed to request a S/O. The information required to create the S/O is either filled in automatically or is entered by Rob and submits the form. Sandra receives the email but continues what she is doing undisturbed by Robs request.
Sandra at a time she is comfortable with processes all the email requests. When she is done creating the s/o she clicks on a link in the email that takes her to the form where she can fill in the S/O number.
Rob receives an email with the S/O number in it referencing the RMA number. He fills in the RMA with the S/O. The process is complete.
If Sandra does not create the S/O in a specified time limit, the tempo server sends her another email. She cannot forget.