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Week 1 Process Owner Training

Time Alloted CST Start CST End Associated Method of Execution


Training Module Presenter
in mins Time Time Deliverables Delivery Date
Week 1 (3-Dec-07 - 7-Dec-07)
Day1
Team Introductions* 15 1:00 PM 1:15 PM Deck & Instructor Led KT Team
Handouts
Agenda Overview 5 1:15 PM 1:20 PM Deck Instructor Led KT Team

SIPOC Overview 15 1:20 PM 1:35 PM Instructor Led


Travel and Expense Process
Overview 15 1:35 PM 1:50 PM Deck Instructor Led KT Team

T&E SIPOC 30 1:50 PM 2:20 PM Instructor Led


T&E High-Level Process Map
Review 30 2:20 PM 2:50 PM Instructor Led Bruno 3-Dec-07

T&E Detailed Process Map Training 60 2:50 PM 3:50 PM Instructor Led


Break 10 3:50 PM 4:00 PM

T&E RACI 30 4:00 PM 4:30 PM Instructor Led Bruno

T&E FMEA 120 4:30 PM 6:30 PM

Total Time for the day 330


Day2
T&E Data Collection Plan 150 8:30 AM 11:00 AM Instructor Led Bruno
T&E Change Control Process 30 9:30 AM 10:00 AM Instructor Led Bruno
Break 10 10:30 AM 10:40 AM
T&E Process Control Plan 30 11:30 AM 12:00 PM
LUNCH 75 12:30 PM 1:45 PM
T&E Process Control Plan Continued 60 1:30 PM 2:30 PM Instructor Led Bruno
4-Dec-07
T&E Process Stability 5 2:30 PM 2:35 PM Instructor Led Bruno
Visual Management 15 3:30 PM 3:45 PM Instructor Led Bruno
MOS/MOR 30 4:30 PM 5:00 PM Instructor Led
Break 15 5:30 PM 5:45 PM

Total Time for the day 420


Day3
T&E Q&A 30 8:30 AM 9:00 AM Deck Instructor Led Everyone
Requistion to PO Process Overview 15 9:00 AM 9:15 AM Deck Instructor Led KT Team
Req to PO SIPOC 30 9:15 AM 9:45 AM
Req to PO High-Level Process Map
Review 30 9:45 AM 10:15 AM Instructor Led
Break 30 10:15 AM 10:45 AM
Req to PO Detailed Process Map
Training 75 10:45 AM 12:00 PM Instructor Led 5-Dec-07
LUNCH 75 12:00 PM 1:15 PM
Req to PO RACI 30 1:15 PM 1:45 PM Instructor Led
Req to PO FMEA 120 1:45 PM 3:45 PM Instructor Led
Break 15 3:45 PM 4:00 PM
Req to PO Data Collection Plan 60 4:00 PM 5:00 PM Instructor Led

Total Time for the day 510


Day4
Req to PO Data Collection Plan 90 8:30 AM 10:00 AM Deck Instructor Led
Continued
Req to PO Change Control Process 30 10:00 AM 10:30 AM Deck Instructor Led
Break 15 10:30 AM 10:45 AM
Req to PO Process Control Plan 90 10:45 AM 12:15 PM Instructor Led
Req to PO Process Stability 5 12:15 PM 12:20 PM
Visual Management 30 12:20 PM 12:50 PM Instructor Led
MOS/MOR 30 12:50 PM 1:20 PM Instructor Led
LUNCH 75 1:20 PM 2:35 PM
Req to PO Q&A 30 2:35 PM 3:05 PM Instructor Led Everyone
6-Dec-07
Receiving Process Overview 15 3:05 PM 3:20 PM Instructor Led KT Team

10/15/2008 00:16:56 1 of 30
Week 1 Process Owner Training
6-Dec-07
Receiving SIPOC 30 3:20 PM 3:50 PM Instructor Led
Receiving High-Level Process Map 30 3:50 PM 4:20 PM Instructor Led
Review
Break 15 4:20 PM 4:35 PM
Receiving Detailed Process Map 60 4:35 PM 5:35 PM Instructor Led
Training
Receiving RACI 30 5:35 PM 6:05 PM Instructor Led

Total Time for the day 575


Day5
Receiving FMEA 120 8:00 AM 10:00 AM Instructor Led
Break 15 10:00 AM 10:15 AM
Receiving Data Collection Plan 120 10:15 AM 12:15 PM Instructor Led
LUNCH 75 12:15 PM 1:30 PM
Receiving Data Collection Plan 30 1:30 PM 2:00 PM Instructor Led
Continued
Receiving Change Control Process 30 2:00 PM 2:30 PM Instructor Led
Receiving Process Control Plan 90 2:30 PM 4:00 PM Instructor Led
7-Dec-07
Receiving Process Stability 5 4:00 PM 4:05 PM
Visual Management 60 4:05 PM 5:05 PM Instructor Led
Break 15 5:05 PM 5:20 PM
MOS/MOR 30 5:20 PM 5:50 PM Instructor Led
Review for Assessment 15 5:50 PM 6:05 PM Instructor Led Ram
Week 1 Assessment 60 6:05 PM 7:05 PM Assessment Instructor Led Ram

Total Time for the day 665

10/15/2008 00:16:56 2 of 30
Week 1 Process Owner Training

Status

Completed
Completed
Not done as we were waiting for the other team members to
join the KT Programe
Not done as we were waiting for the other team members to
join the KT Programe
Not done as we were waiting for the other team members to
join the KT Programe
Not done as we were waiting for the other team members to
join the KT Programe
Not done as we were waiting for the other team members to
join the KT Programe

Not done as we were waiting for the other team members to


join the KT Programe
Not done as we were waiting for the other team members to
join the KT Programe

Need to be Discussed at the timeof Simulation or Go-Live


Need to be Discussed at the timeof Simulation or Go-Live

Need to be Discussed at the timeof Simulation or Go-Live

Need to be Discussed at the timeof Simulation or Go-Live


Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live

Completed and Documented the Information


Completed and Documented the Information
Completed and Documented the Information
Completed and Documented the Information

Completed and Documented the Information

Need to be Discussed at the timeof Simulation or Go-Live


Completed and Documented the Information

Need to be Discussed at the timeof Simulation or Go-Live

Need to be Discussed at the timeof Simulation or Go-Live


Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live

Completed and Documented the Information


Completed and Documented the Information

10/15/2008 00:16:56 3 of 30
Week 1 Process Owner Training

Completed and Documented the Information


Completed and Documented the Information

Completed and Documented the Information


Completed and Documented the Information

Completed and Documented the Information

Need to be Discussed at the timeof Simulation or Go-Live

Need to be Discussed at the timeof Simulation or Go-Live


Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live
Need to be Discussed at the timeof Simulation or Go-Live

Need to be Discussed at the timeof Simulation or Go-Live


Completed done by Jannie
Completed done by Jannie

10/15/2008 00:16:56 4 of 30
Week 2 Process Owner and Help Desk Training

Time Alloted CST Start CST End Associated Method of Execution


Training Module Presenter
in mins Time Time Deliverables Delivery Date
Week 2 (10-Dec-07 - 14-Dec-07)
Day1
Week 1 Recap 30 8:30 AM 9:00 AM Instructor Led KT Team
Invoicing Process Overview 15 9:00 AM 9:15 AM Instructor Led KT Team
Invoicing SIPOC 30 9:15 AM 9:45 AM Instructor Led
Invoicing High-Level Process Map
Review 30 9:45 AM 10:15 AM Deck Instructor Led
Break 10 10:15 AM 10:25 AM
Invoicing Detailed Process Map 60 10:25 AM 11:25 AM Instructor Led Bruno
Training
Invoicing RACI 30 11:25 AM 11:55 AM Instructor Led 10-Dec-07
LUNCH 75 11:55 AM 1:10 PM
Invoicing FMEA 120 1:10 PM 3:10 PM Instructor Led
Invoicing Data Collection Plan 120 3:10 PM 5:10 PM Instructor Led
Break 15 5:10 PM 5:25 PM
Invoicing Data Collection Plan
Continued 30 5:25 PM 5:55 PM Instructor Led

Total Time for the day 565


Day2
Invoicing Change Control Plan 30 8:30 AM 9:00 AM Instructor Led Bruno
Invoicing Process Control Plan 90 9:00 AM 10:30 AM Instructor Led
Invoicing Process Stability 5 10:30 AM 10:35 AM
Visual Management 30 10:35 AM 11:05 AM Instructor Led
MOS/MOR 30 11:05 AM 11:35 AM Instructor Led
Break 30 11:35 AM 12:05 PM
11-Dec-07
need info 12:05 PM 12:05 PM
need info 12:05 PM 12:05 PM
need info 12:05 PM 12:05 PM
need info 12:05 PM 12:05 PM

Total Time for the day 215


Day3
Help Desk Overview 30 8:30 AM 9:00 AM Instructor Led Amy
Help Desk SIPOC 15 9:00 AM 9:15 AM Working Session Amy
Help Desk High-Level Process Map Working Session
Review 30 9:15 AM 9:45 AM Amy
Help Desk Detailed Process Map Working Session
Training 30 9:45 AM 10:15 AM Amy
Break 15 10:15 AM 10:30 AM
Help Desk RACI 30 10:30 AM 11:00 AM Working Session Amy
LUNCH 75 11:00 AM 12:15 PM 12-Dec-07
Help Desk FMEA 120 12:15 PM 2:15 PM Working Session Amy
Help Desk Data Collection Plan 120 2:15 PM 4:15 PM Working Session Amy
Break 15 4:15 PM 4:30 PM
Help Desk Data Collection Plan 30 4:30 PM 5:00 PM Working Session Amy
Continued

Total Time for the day 510


Day4
Help Desk 90 8:30 AM 10:00 AM Working Session Amy
Help Desk 30 10:00 AM 10:30 AM Working Session Amy
Break 15 10:30 AM 10:45 AM
Help Desk 30 10:45 AM 11:15 AM Working Session Amy
Help Desk 30 11:15 AM 11:45 AM Working Session Amy
Help Desk 30 11:45 AM 12:15 PM Working Session Amy
LUNCH 75 12:15 PM 1:30 PM
Help Desk 30 1:30 PM 2:00 PM Working Session Everyone
13-Dec-07
Help Desk 15 2:00 PM 2:15 PM Working Session KT Team
Help Desk 30 2:15 PM 2:45 PM Working Session
Help Desk 30 2:45 PM 3:15 PM Working Session
Break 15 3:15 PM 3:30 PM

10/15/2008 00:16:56 5 of 30
13-Dec-07
Week 2 Process Owner and Help Desk Training

Help Desk 60 3:30 PM 4:30 PM Working Session


Help Desk 120 4:30 PM 6:30 PM Working Session

Total Time for the day 600


Day5
T&E Wrap Up 60 8:00 AM 9:00 AM Instructor Led
Req to Fil Wrap Up 120 9:00 AM 11:00 AM Instructor Led
Receiving Wrap Up 30 11:00 AM 11:30 AM Instructor Led
LUNCH 75 11:30 AM 12:45 PM
Receiving Wrap Up Continued 30 12:45 PM 1:15 PM Instructor Led
Invoicing Wrap Up 120 1:15 PM 3:15 PM Instructor Led 14-Dec-07
Break 15 3:15 PM 3:30 PM
Certification Explanantion 15 3:30 PM 3:45 PM Deck Instructor Led Ram
Week 2 Assessment 60 3:45 PM 4:45 PM Assessment Ram

Total Time for the day 525

10/15/2008 00:16:56 6 of 30
NOTES
1 * Bang team should provide/present interesting facts during the 1st day team introductions.
Before training of each process, should we begin with a brief overview of the process and how it
2 applies to the end user?
Info is needed regarding Bang team information/ideas and method of delivery for management
3 meeting.
Would it be more valuable to do an assessment for each process owner based on the specific
4 process?
5 We need to work out the details of the HD training with Amy (when she will arrive onsite, how is she
planning to engage the HD lead, etc).
T&E Training Notes

Went to Another Accenture office to get the Laptops with David and Ram

Training started at 9:30AM

1 Review of topics discussed on Monday

2 Discussion on SIPOC

3 Discussion on HLPM

4 Discussion on T& E Process

20,000 T&E per year processed in bangalore

Accentur to audit 10% of the T&E's on the total Claims received. Need
to discuss on how do we do the Audit of 10% and to come up
with the Checklist.David and his team

T&E process is same as NCEN and Best Buy

Need client to provide one GL for T&E category

Indexing and Auditor Training in Jan

Rejection Reasonsto be captured


1) Claim amount not Matching
2) Description/type of the claimis notmatching
3) Receipts not matching with the amount

Cost Creator approves upto $1,000


Controller $5,000
CFO $7,500

5 Documentation

Daily Work Tracker


Audit Database in MS Access
CheckList to be prepared for Indexing and Auditor
Job Aids to be prepared

6 Other Details to be collected

Policy of T&E to be discussed and need to collect the list fromDavid's team
T&E Expenses Type
T&E Audit Rules
Reports to be pulled for T&E to Measeure SLA and to prepare reports daily Monthly and Weekly
7 Process involved in T&E

1. Create & Submit Expense Report


2. Print & Fax ER & Receipts
3. Receive/Index Receipts
4. Approve/Reject Expense Report
5. Create List of Approved Payments
6. Audit Expense Reports

8 T&E FMEA

Fax not received in e Fax of expense report and receipts


Unable to approve/reject expense report
Expense Report Not Submitted
Fax not received in e Fax of expense report and receipts
Image not indexed in Tranmit
Audit report not sent to FHN
Expense Report Not Submitted
ER & Receipts image not indexed in Ariba
Unable to approve/reject expense report
Audit report not sent to FHN
ER & Receipts image not indexed in Ariba
Audit report not sent to FHN
Rejection notification not sent to Requester
Fax not received in Tranmit of expense report and receipts -
Employee error
Expense Report Not Submitted
Fax not received in e Fax of expense report and receipts
ER & Receipts image not indexed in Ariba
Unable to approve/reject expense report
List of approved payments not created
Audit report not sent to FHN

Need to put Controll Measures for all the above FMEA

The updated materials are shared in Share Point under the folder
Transition-Enable People-Knowledge Transfer

Detailed Process Map

FHZ Employee PRT


Loginto Ariba and Submit Team Leader ( TL ) logs into PRT and export
the Expenses the data into the Daily Work Tracker ( DWT to be constructed ) every
Expenses approved by day.
the approver
Employee Faxes the Serial Number
Receipts along with the Agent Number
Covering Sheet by ER( Expenses Report Number )
updating the ER number URN ( Unique reference number )
Faxes gets convereted Amount
into E-Faxing Currency
Then the Claims are Comments
Loginto Ariba and Submit Team Leader ( TL ) logs into PRT and export
the Expenses the data into the Daily Work Tracker ( DWT to be constructed ) every
Expenses approved by day.
the approver
Employee Faxes the Serial Number
Receipts along with the Agent Number
Covering Sheet by ER( Expenses Report Number )
updating the ER number URN ( Unique reference number )
Faxes gets convereted Amount
into E-Faxing Currency
Then the Claims are Comments
transefered to PRT

Cover Sheet T&E


Package

First Horizon Travel Request form


Package

First Horizon Travel Meeting Guidelines Policy


D:\Documents and
Settings\AHRS.User\Desktop\first_horizon_07_travel_meeting_guidelines.doc

T&E Process Map


D:\Documents and
Settings\AHRS.User\Desktop\TE Indexing v.1.vsd
avid and Ram

omDavid's team

are reports daily Monthly and Weekly


led Process Map

Indexing
The Indexer logs into PRT and start doing the Indexing in
PRT.
He need to ensure all the details in the dail tracker is
updated by the time he/she completes the Indexing by
EOD.

Pullup the Image


See the ER number
Enter the ER and the URN number
Check for the clarity of the Images
Update the details in the DWT.
The Indexer logs into PRT and start doing the Indexing in
PRT.
He need to ensure all the details in the dail tracker is
updated by the time he/she completes the Indexing by
EOD.

Pullup the Image


See the ER number
Enter the ER and the URN number
Check for the clarity of the Images
Update the details in the DWT.

CheckList for Indexing to be Prepared


ARIBA -AUDITOR
Once the Claims are indexed in the PRT the claims will
be moved to Ariba and the Auditor as to audit the claims
for releasing it for payment.The Auditor as to ensure all
the details are entered in the DWT.

Open Ariba
Search for ER
Oepn ER
Check for the ER and URN
Check whether the receipts are attached into the Claims
Review the Quality fo Images
IF every thing matches release the claims for payment
otherwise update the coments and send it back to
FHZ.Update the comments in the DWT at the EOD.
Reconciliation of DWT
AT the end of the day once the Activity of Indexing and
Auditing is completed the TL needs to open the DWT and
see whether all the claims have been processed.Needs to
escalate any issues found in the tracker to On-Shore SCDL
David Smith for further Action.

TL needs to delete the Images which is not cleared and


theonce on whic the ER is not updated by EOD.
AT the end of the day once the Activity of Indexing and
Auditing is completed the TL needs to open the DWT and
see whether all the claims have been processed.Needs to
escalate any issues found in the tracker to On-Shore SCDL
David Smith for further Action.

TL needs to delete the Images which is not cleared and


theonce on whic the ER is not updated by EOD.
Training Started at 9:30AM

Did the overview of T&E and got the End to End process of T&E

Requisition to Purchase Order

50,000 Requisitions expected per year

Model will be similar to NCEN except will involve


more off-shore agents (including R&F team)

Nine FTE planned in Bang5 to support FH R&F

R&F agents will work with Category Managers on Non-Catalog requests

Requisition to PO

1. Create Requisition
2. Submit Requisition
3. Requisition Routed for Approval
4. Requisition Reviewed / Approved (Denied) / Edited
5. Order Dispatched
6. Change Order (as needed)

Steps involved in raising the PO Requisition

1. Prepare to create requisition ( Requisition


more than
5,000 or greater than 500 quantity need
approval form Category Manager )
2. Gather required data
3. Logon to Ariba buyer
4. Enter title data
5. Add title data
6. Determine request type
7. Enter data
8. Search for the Catalog
9. Finalize header
10. Create line item for catalog or Non-Catalog
11. Enter cost center Aprover,Watcher as needed
12. Submit Requisition
13. Requisition sent for Approval.

SLA
90% of Req to PO in 2 days
- 95% of Req to PO in 3 days
- 10% PO's placed outside system
- Requisition completed within max of 3% of error

Requisition Format

D:\Documents and
Settings\AHRS.User\Desktop\Requisition Format.htm

FMEA

Process Step Failure can happen

Submit Requisition Requisition not submitted (correctly)


Create Requisition Requisition created without minimum
data requirements
Change Order (as needed) Change Order not approved
Requisition Routed for Approval Requisition incorrectly/not routed for
approval
Requisition Reviewed / Approved (Denied) / Incomplete approved/denied/edited
Edited (as needed) requistion
Order Dispatched Purchase Order not sent to Supplier

Process Map
Receiving Process Details

Steps Involved in Process

Receive Delivered Goods or Sevice


QA Receiving
Update Receiving Information

Process Step Potential Failure Mode

QA Receiving Unvalid quantity, quality and


type
Update Receiving Information Asset information not
updated
Receive Delivered Goods or Sevice Goods or Service not ready
for QA
Update Receiving Information Rejection notification not
available
Update Receiving Information Delivery report not available
Update Receiving Information Receipt not ready for invoice
QA Receiving Accepted delivery report not
available
QA Receiving Rejection report not available

Update Receiving Information Rejection notification not


available
Update Receiving Information Delivery report not available
Update Receiving Information Item not returned
Update Receiving Information Receipt not ready for invoice
Update Receiving Information Asset information not
updated
Update Receiving Information Rejection notification not
available
Update Receiving Information Delivery report not available
Receive Delivered Goods or Sevice Goods or Service not ready
for QA
Update Receiving Information Receipt not ready for invoice
Update Receiving Information Item not returned
Receive Delivered Goods or Sevice Goods or Service not ready
for QA
QA Receiving Unvalid quantity, quality and
type
Update Receiving Information Item not returned
Update Receiving Information Receipt not ready for invoice
QA Receiving Accepted delivery report not
available
QA Receiving Rejection report not available

Receive Delivered Goods or Sevice Goods or Service not ready


for QA
QA Receiving Unvalid quantity, quality and
type
Update Receiving Information Rejection notification not
available
Update Receiving Information Delivery report not available
Update Receiving Information Asset information not
updated
Invoice Processing

1. Manage Receipt of Invoices


2. Manage invoice entry into ASN
3. Manage invoice validation & reconciliation
4. Manage Exception Process
5. Post-reconciled Invoice data transmitted to client AP system

Invoice Process Map

Once the PR is approved PO is sent to Vendor


Vendor Submit Invoice to PO Box
Document Conversion Center picks the invoice
If the doc is a invoice then it is scanned
Invoices are sent to PRT for Indexing
If the invoice is not a DOC then it is sent to Client or APS for Action
If the invoice is not ok to Scan then update it in the Exception Report
Invalid Docs Return to Supplier
Week 1 Training Plan

High Level Map


Process Review
SIPOC
Ariba Demo
Test Quiz Status

Simulation Jan End


Area Week 1
Auditing 6 Per-Person
Indixing 60
QA % Will be discussed on the Productivity
Reconciliation of the DWT and Audit
Report and T&E Mailbox
Week 2 Training Plan Week 3 Training Plan

Refreshing Training of all the process Prepare all the training material
Detailed process training Job Aids
T&E
Invoice Processing
Discussing Call types of CSD

Week 2 Week 3 Week 4


8 Per-Person 12-Per-Person 16 Per-Person
100 125 60

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