Service Management (SRV) Module

Facilitator configurable parameters are

• Customer complaints or not, 3-types of services setting, service demand

The MonsoonSIM Service Management module focuses on effectively managing service requests, bidding processes, resource allocation, and client relationships. It enables learners to optimize service delivery, handle complaints, and evaluate client credit ratings. Let's explore the key features of this module:

Request for Quotation (RFQ):

• Clients submit RFQs specifying their service requirements, including man-days needed, maximum price, delivery date, quotation announcement day, penalty for late delivery, and skillset requirements. Example: An incoming job requires Marketing support 4 man-day plus Franchise support 3 man-day. 

Bidding and Quotation:

• Teams submit quotations for the RFQ, competing based on price. Quotations with mismatched skillsets are declined. The client announces the winning bidder and awards a Sales Order (SO) to the successful team.

Resource Scheduling and Delivery:

• The winning team schedules the man-days as per the RFQ and blocks their resources' calendars accordingly. Payment is made upon completion of the job. However, team will incure late payment for each day of lateness regardless if they service is fully delivered.
• Once the service sales order has been secured, the team is unable to cancel it. The client will only cancel if we cannot deliver all the man-days on time. A late delivery penalty payment will be applied for each day of lateness, and this penalty fee will not be refunded in the event that the sales order is canceled by the client.

Resource Resignation:

• If a resource assigned to a job resigns before completing the promised man-days, the company has 15 days to fulfill the delivery. Failure to do so results in the cancellation of the SO without payment obligation from the client.

Complaints and Consequences:

• Complaint Handling:
  • Complaints from clients, vendors, or co-workers may arise when a department's staff index falls below 100%. Complaints should be addressed promptly to minimize negative consequences.
• Consequences of Unresolved Complaints:
  • Unaddressed complaints can lead to more severe consequences, such as vendors increasing prices, clients reducing business, and co-workers experiencing dissatisfaction that may result in issues and resignations.

Resource Availability and Delivery Problems:

• Assigning a resource to multiple jobs simultaneously can lead to delivery problems. If a resource is double-booked and cannot fulfill a commitment, the bid associated with that resource will be canceled, and no payment will be received.

Client Credit Rating:

• Clients are assigned a Credit Rating parameter, initially set to AAA. Other rating options include BBB, CCC, DDD, and Random. The Random rating can change between AAA, BBB, CCC, or DDD at any time. Clients with lower credit ratings (closer to DDD) may offer higher profit margins but pose a higher risk of late payment, potentially impacting cash flow when using accrual accounting.

MonsoonSIM's Service Management module empowers learners to analyze service performance, manage client relationships, address complaints promptly, and consider credit ratings when making business decisions.

Note: The complexity of this module is configurable by the facilitator. It is recommended to start with the default configuration and gradually increase the complexity as the facilitator sees fit. This allows for a customizable learning experience tailored to the participants' needs and skill levels.