PCD Awards - PCD Solutions Category

SUBMISSION FORM

Submission Deadline 20 August 2006 (before midnight GMT -4:00)

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Entry Title:

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Contact Name:

Phone:

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PCD Solutions are intrinsic or embedded and exclusively focused on the business or organizational performance outcome in measurable ways.  For example, a PCD Outcome that replaces the interface of an enterprise application such that (a) the frequency of data entry errors is reduced; (b) the frequency of incomplete information entered into the system is reduced; (c) the speed with which data is entered is substantially increased; and (d) the need for any form of learning in advance of doing is substantially reduced or, preferably, eliminated is performance-centered.  

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QAD Configurator

QAD

Leesa Walker

805-566-4429

luw@qad.com

6540 Via Real
Carpinteria, CA.
93013

Purpose:

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Insert a brief overview description of your PCD Solution and the business/organizational performance gap it is meant to close, or performance problem it is meant to solve.

QAD Configurator enables the mass customization of products so that manufacturers can rapidly respond to the frequently changing requirements of their customers.

To streamline the sales order process and reduce lead times, QAD Configurator must make it easy for non-technical users to specify unique product configurations.

QAD met with a variety of manufacturers in different industries who were all engaged in mass customization. QAD found that by improving the QAD Configurator’s workflow, these manufacturers could realize important improvements to their product ordering and configuration processes and more effectively integrate those processes into the overall sales process.

Overall description of the PCD solution:

The re-design of the QAD Configurator began as a project this group identified to improve and extend QAD’s core product offerings. The goals of the re-design were established to meet the needs of the QAD Configurator Advisory Group (CAG) was established to help gather customer feedback and help identify customer needs across different industries and verticals and provide us with the feedback needed to implement a solution that would meet everyone’s needs.

Two processes are addressed with the processes centered design solution. The first process is the product ordering process. The second is the product configuration process. For this award submission the primary process being outlined is the product configuration process; however the purpose of the process re-designs are to better integrate product configuration into the overall sales process. Mentions to both processes will be made.

Business and Organizational performance gap:

The QAD Configurator was designed to extend end users’ ability to configure products based on available and compatible components to interface with other QAD ERP specific products to allow for the item being configured to then be built and shipped. Customers demand products with lower prices, higher quality and faster delivery but they also want products customized to match their specific needs. This trend demands mass customization: “the development, production, marketing, and delivery of customized products and services on a mass basis” (Joseph Pine, MIT).

The user centered design goals are:

• A more user friendly UI
• Increased product functionality and speed
• More flexible technology

Solution:

(Required)

Provide a detailed description of the overall design and/or specific components. Explain how the solution supports business (organization) and user performance. For example, does it reduce the amount of business knowledge performers require before they can perform the function and, if so, how does it do this?

Overall description of the PCD solution:

The focus of the redesign was to support a more efficient sales order process including the integration of the QAD Configurator. The QAD Configurator should extend the capabilities of the sales order and not interrupt the task flow of the user by going from one screen view to another application. Although the QAD Configurator will remain a separate application, the UI was designed to appear as a task window.

The new QAD Configurator design direction was based on formal usability test finding, implementing new front end technology and improved task analysis. The new QAD Configurator now has the ability to integrate with all necessary products and provides a clean simple interface that incorporates all information that the end users needs to make a product buying decision. The new product will:

• Streamlines the order entry process by asking the customer to select from a set of predefined options associated with a generic product line
• Applies predefined rules with constraints to correctly configure the particular end product
• Populates the attributes of the newly configured end item (variant product)
• Tests for any conflicts
• Reduce the need for extensive product knowledge
• Automatically generates the variant product with appropriate bill of material (BOM), routing, pricing, available inventory, and a promise date based on preconceived rules and calculations

Classification and state of deployment:

(Required)

How would you classify your PCD Solution?  Check one:

Traditional EPSS - external or extrinsic "EPSS" solutions with designs rooted primarily in learning or reference

Performance-centered workflow solution - any PCD solution with a focus on directly supporting business processes

PCD makeover - solutions that replace existing user interfaces with ones that exhibit attribute and behaviors of performance-

centered systems

Embedded/ intrinsic PCD solution - performer-centered solutions that are strictly embedded in the task context and focus on

task completion – not learning - without breaking the task context or flow

PCD featuring innovative technology - any performance-centered solution that features technology other than just a user

interface to enable or enhance performance

Other category (describe): 

This entry is (check one):   

In production (being used today in a live work setting)        

In a formative stage (prototype, proof-of-concept, introduced a sample of its intended users)                   

Further details:

(Required)

Use this section to provide further details and specifics of how the solution reflects certain PCD attributes.   Elaborate on one or more of the attributes if there is clear evidence to support claims (studies, measurements, well-documented anecdotes, etc.).  SHOW SCREEN SHOTS, ANIMATION (e.g., FLASH movie, animated gif or dynamic HTML) OR PROVIDE LINKS TO SUCH SAMPLES THAT SUPPORT YOUR RESPONSES.

A DHTML prototype of the new PCD for the QAD Configurator shows the proposed integration into the sales order screen.

Prototype URL: http://www.leesawalker.com/QAD

1. Supports performers through best practice processes

Best practice process support is based on the end user needs

• Supports the configuration process both for engineers in the back office and for salespeople in the front office
• Improve the quality of the configuration process to avoid costly mistakes
• Creates a more intuitive UI developed based on end user feedback

The primary performance enhancement for this product redesign is to decrease the number of steps and screens required to do a product configuration. The old QAD Configurator was launched as a separate application and usually took the end user about 20 minutes to do a single product configuration. Pricing and shipping information would have to be obtained by referencing other applications or reports and would vary based on the customer’s products and how they are configured to interact with each other.

Figure 1- old process vs new process

The new QAD Configurator presents all the question and answers on one screen and enables the user to see updated pricing information and shipping information. This new design was created to cut the task completion time in half. We were able to establish during user testing that this new design has the potential once implemented to dramatically reduce task completion time and provide a much more efficient product performance.

Figure 2 - QAD Configurator questionaire

2. Establishes, or aids in establishing, goals

The product establishes and aids in the decision making process by presenting only the available information and configuration options. Previously, an end user would need to know answers to questions such as:

5 Which box is the right size?

5 Do we need a stronger box due to the total weight?

5 Does the manual fit to the configured device?

5 Which language does the manual need to be in?

5 Does a remote control come with the product?

5 Which one can be used for this system?

5 Did the customer want to have power cords for 220V in Germany?

Now, a user is presented with a default configuration overview to present the sales order representative with the product details. This will allow the sales representative to determine if the product meets the customer’s needs in a quick, easy to scan, bulleted list. A list to view all specifics and easy access to the full configuration make the process of identifying if an item will satisfy the customer or not!

Figure 3 - QAD Configurator default view

The default view is meant to provide users with a snapshot of the product as a pick-to-order kit. This pre-configured item will allow the sales order rep. or the end user the ability to select the item quickly after scanning the details.

3. Minimizes terminology translation or interpretation

QAD products are sold and licensed in 90 countries and translated into 27 different languages. The importance of minimizing terminology translation and interpretation for the end users is always taken into consideration. During the CAG user study determining whether or not the button labels and action item terminology was presented clearly was one of the tasks in the usability test. The initial terms presented to the users were updated and improved through user testing feedback. For example:

· “Save Default” – the labeling of this button caused some confusion as to what the action would be. Change made: A more actionable button label like “order item” would be better, this would be applicable in both instances of the button.

· “Close” – This presented some confusion to the users as to what they would be closing and what would happen to the order process. Change made: Changing wording from “close” to “cancel”.

· “Price” - Unsure if they pricing was dynamic or if it was MSRP – Just displaying a price without any specification as to what it was exactly was confusing to the users. Change made: Add reference text to the pricing information. For example add MSRP below the price or wholesale etc.

An interpretation focus was determining the best way to interpret the questionnaire. Some customers have very lengthy questionnaires and 30 – 40 possible responses. This can be difficult to keep track of so we introduced a configuration summary to give the user a snapshot of everything that has been selected.

Figure 4 - Configuration summary

4. Provides access to supporting and learning resources

Help links on all of the categories/questions now allow users to do a look-up for more information on the category. This feature makes it easier for those who are less knowledgeable about the product to find the information they need to make the decision as to whether or not the product meets their needs.

5. Reduces or eliminates the need for training/learning

Requiring the end user to have a high level of product knowledge requires product training. For many of our customers the complexity of their products makes this a lengthy training process. The sales order process relies on numeric codes for product parts and components. Training had to be administered for both overall product knowledge and configuration compatibility knowledge. This can very difficult for manufactures that ship their products to multiple locations. We explored product structures like the one below to help us get a feel for the users mental model, so we could adapt the UI to guide the user thru the configuration and rely on the back end business intelligence to present the options instead of relying on user input.

Which components do I need to configure? 5 Housing – 10-10000, 10-15000, 10-20000? 5 Pump – 33-100, 33-200, 33-300, 33-500? 5 Motor – 22-110, 22-111? 5 Ventilator – 45-300, 45-400? 5 Coolant – 99-900, 99-990, 99-999? 5 Display & Control Unit – 44-100, 44-200?

And?

5 Which pump works with which motor?

5 Which coolant has to be used for a pump with a capacity of more than 15 gallons/min?

5 Keep in mind that low grade coolant can not be used in United States

5 Wasn’t the 500 rpm motor for the ventilation only certified for Germany and France?

5 If the system is wall mounted, we can only use housing 10-15000

5 The display 44-100 doesn’t fit into the housing 10-15000.

These questions can now be presented and options with clear choices as well as the most important performance question: can the desired configuration be built? And, if so, what is the availability or ship date for the item.

The default view and preconfigured PTO kit allows the end user to rely on the application intelligence to present them with a product that has all of compatible components and is buildable! This can now be done during order entry without the need for technical knowledge of the product or the system being configured.

6. Is innovative with respect to supporting performance.

The new QAD Configurator automatically generates the variant product with appropriate bill of material (BOM), routing, pricing, available inventory, and a promise date based on preconceived rules and calculations. The focus of this performance change incorporates the on demand capabilities that are build into our enterprise applications.

Prior State:

(Required)

The current process that is being redesigned doesn’t allow for the QAD Configurator to be launched directly form the sales order applications. A product has to be configured and then added to the product data base for the sales order program users. The QAD Configurator is launched as a stand alone application that does a data export to other applications, this causes problems with part or material availability.

The technology of the existing QAD Configurator doesn’t allow for it to interface with all of the possible products. Its GUI is difficult to use and it doesn't provide clear action items or clear instruction. It also doesn't provide the end user with all of the important decision making information.

Limitations of the current product:

· Supports MS Windows platform, only

· Client supports QAD MFG/PRO GUI, only

· Progress DB, only (Oracle database is not supported)

· QAD MFG/PRO eB2.1 support: One instance of the QAD Configurator can only be connected to one QAD MFG/PRO domain (no cross-domain visibility and domain switch functionality)

· Available languages: US, GE (other languages on request).

Current QAD Configurator screen shots

User Profile:

(Required)

Insert a profile of typical users; their skills, education level, job experience and business knowledge.

The existing product is currently being used primarily by IT professionals or administrative users. Some customers found that the QAD Configurator required a high level of product knowledge and some training in using the QAD Configurator itself. Another contributing factor to the primary persona being the IT professional is the complexity of many of our customer’s products.

Two of the persona’s for the QAD Configurator are:

Marcus Sales Rep.

Marcus is 21 years old and single. He takes classes at the community college at night and lives at home. He works about 30 hours a week as a sales rep. for Cascade Technologies. He got the job to make the car payments for his new BMW and to buy new electronics. He likes technology and would buy more if he could afford it. He’s an avid gamer. Between his computer, PDA, and cell phone, he always has access to a game. He likes movies, and the Matrix is one of his favorites. He’s not sure what he wants to be when he grows up. He’s overly confident and sometimes arrogant about his knowledge of computers but isn’t as familiar with the entire Cascade product line. Marcus’s goals are: · Not to feel stupid · Provide fast information · Close as many sales as possible

Jim IT Manager

Jim is 36 years old and single. He has worked for Cascade for 9 years; he has a degree in Information Technology Management and is responsible for the day to day IT needs of a one of the small manufacturing plants as well as the office. He works about 60 hours a week often at night and on the weekend. He likes to spend his free time getting outdoors and hopes to get a dog one day soon. His product knowledge isn’t a strong as it could be but he can always access a data base and look something up. People come to him to do product configurations because they consider it to be something “technical”. Jims goals are: · Keep all systems up and running · To avoid new or extra work beyond his normal load · Find faster ways to get things done

Did this profile change as a result of implementing the PCD Solution?  If so, please explain how.

Yes. After conducting persona interviews and talking with project stakeholders the desired primary persona changed from the IT/admin user to the ideal end user of the sales order entry or sales representatives. Our usability studies showed that it was the customer’s preference to have something that would be much more scaleable and provide the end user with an experience more like one would expect from a consumer website like Dell.

Results:

(Required)

Insert a summary of any performance improvement data you may have collected. For example, this might include information about reductions in errors, training time, or the time it takes to perform specific tasks.

If this is a prototype or proof-of-concept, what are the anticipated performance improvement results?  What formative data has been collected to-date?

To date, the information collected on the new product prototype was found by conducting a formal usability test including the members of the CAG. During each usability test users were asked to provide a ranking on their satisfaction or confidence in completing a task as well as their overall feeling of satisfaction with the product itself. The self rankings for this test were to gain perspective on how the user felt about the product direction UI and task flow.

Here a sample of the user data that was collected to help support the design direction:

Tasks

Users were given 2 simple tasks in this study. Tasks included the following:

• Configure an item.
• Configure the default item.

* All tasks included a general impressions question at the start of the task.

User self rankings for screen one (figure 1 – QAD Configurator Default View):

How high would you rank your satisfaction with this step?

User	1	2	3	4	5
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