Appendix A. Case study 471
(response) creation process – response creation, review, approval, and delivery
to the customers.
ZXY Technologies needs a solution to manage all documents involved in the
proposal creation process from end-to-end. This includes managing documents
from the beginning, when the requests for proposals arrive from customers as
e-mails, faxes, or correspondence, until the end, when the formal proposals are
delivered to the customers.
The company has different departments that deal with different types of
There are three types of proposals:
Sales proposals: These are proposals related to selling hardware and
software to external customers. They are created by salespeople and are
delivered to customers.
Services proposals: These are proposals related to selling services to
external customers. They are created by consultants and are delivered to
Marketing proposals: These are proposals related to marketing campaigns for
the ZXY Technologies. They are created by marketing people and are
delivered to internal clients within the company.
The ZXY Technologies wants to manage different proposals with separate
templates, so that each department is responsible for the final proposal delivery.
It also wants a system that can automatically send e-mails to people who need to
review or approve the proposals, to accelerate the entire proposal creation
Generally, the proposal process goes through the following business steps:
1. The external or internal client sends a request for proposal.
2. The sales, consultant, or marketing people create a proposal using a
predefined proposal template. The proposal creator then sends the proposal
3. The reviewers are the department managers and financial people that control
the proposal before it goes to the approved state.
4. Depending on the type of the proposal, usually, the manager of the
department is responsible to finally approve or reject the proposal.
5. If approved, the formal proposal is sent to the external or internal customer.