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Glossary of Terms
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Glossary of Terms:
1. Every business has it own culture that evolves its own glossary of terms.
2. Every market sector evolves with its own glossary of terms.
3. As a business becomes multi-national with more places of business, different cultures evolve a more universal glossary.
4. Most people have the intellect to comprehend the terms used by others, but in a few places, a precise definition is needed to avoid confusion.
Policies: The firm is customer-centric above all else. People are treated with respect and are not "users".

Parties:
Owner is the Data Controller (DC) who holds title, intellectual property rights and operates their own Bespoke Application Service (BAS).
ASP means Application Service Provider as the Data Processor (DP) who provides and operates the Bespoke Application Service (BAS) on behalf of the Owner.
DC means Data Controller as the owner of the Bespoke Application Service.
DP means Data Processor as the Application Service Provider who operates the Bespoke Application Service on behalf of its Owner.
DS means Data Subject as an approved person and business associate. A person is not referred to as "user".

Terms:
Sales may be called account management.
Customer may be called client.
Supplier may be called provider or vendor.
Personnel may be called HR or human resources. People shall not be called users.

Mnemonics:
BAS means Bespoke Application Service as owned by the Data Controller (DC) and provided by the Data Processor (DP).
CRM means Customer Relationship Management service as the part of the Bespoke Application Service (BAS) that processes customer information for the Owner.
DPIA means Data Protection Impact Assessment that is managed by the Data Protection Officer.
DPO means Data Protection Officer as a legal obligation provided by the Application Service Provider as part of the Bespoke Application Service.
GDPR means General Data Protection Regulation the specifies peoples rights regarding data protection.
ICO means Information Commissioners Office as the regulatory body for data protection (GDPR) and electronic communications (PECR).
LoA means Letter of Authority as a type of uploaded document task for a specific customer.
LoT means Letter of Termination as a type of uploaded document task for a specific contract and supplier.
PaaS means Privacy as a Service that is included in the Bespoke Application Service and Personal Application Self-Services.
PASS means Personal Application Self-Service as owned by each approved person and provided by the Data Processor.
PECR means Privacy and Electronic Communication Regulation the specifies peoples rights regarding electronic communication.
PII means Personally Identifiable Information as business data that belongs to a person who consents to loan it to the company until they withdraw their consent.
PRM means Prospect Relationship Management service as the part of the Bespoke Application Service that processes prospect information for sales account managers.
SRM means Supplier Relationship Management service as the part of the Bespoke Application Service that processes customer supplier (or energy provider or vendor) information.
ToB means Terms of Business as a type of uploaded document task for a specific customer.

Data Objects:
Customer is a company that has a trade relationship with the Owner.
Client is an optional name for a customer.
Consumer is an optional name for a customer.
Prospect is a company and type of customer that have no fiduciary relationship with the Owner.
Supplier is a company that provides energy services to a customer - not a supplier to a Owner.
Provider is an optional name for a supplier.
Tariff as a set of energy rates by date from a supplier.
Contract has a state transition as:
  (1) Existing after start date and before end date but with another Owner.
  (2) Proposed that may be accepted or rejected.
  (3) Accepted but not yet started.
  (4) Rejected and never started.
  (5) Current after start date and before end date.
  (6) History after current or existing has expired.
Reading records meter readings by date and deduces or records consumption evidence by date.     Each meter service will have many reading-consumptions identified by date.
Service is a meter with an address and optional contact person who can check meter readings.
Site is a set of services with a common postal address for the same customer.
Finance is a scheduled contract transaction by date with a state as:
  (1) Scheduled cash flow derived from current contract.
  (2) Proforma Invoice to verify actual consumption with supplier.
  (3) Sales Invoice to supplier or customer.
  (4) Revenue paid by supplier or customer.
Person is known as a Data Subject (DS) or Business Associate such as:-
  (1) Customer contact person.
  (2) Site contact person.
  (3) Service contact person.
  (4) Supplier contact person.
  (5) Approved person who is authorised by the Data Controller to sign in.
Support records improvement requests by the Data Controller that authorises the Data Process to deploy and verify the improvement.
Task records a unit of work in association with a data object such as:
  (1) Customer task such as an uploaded document like Terms of Business or Letter of Authority.
  (2) Customer task such as the recording of an extra named contact person.
  (3) Site task such as the recording of an extra named contact person.
  (4) Service task such as the recording of an extra named contact person.
  (5) Contract task such as uploaded document like a Letter of Termination.
  (6) Supplier task such as the recording of an extra named contact person.
  (7) Support task such as the monitoring of a business message.

Knowledge:
Knowledge is a string of declarative business rules - also known as a Fourth Generation Language (4GL).
Business Rule is an object with a "Cause" and a "Consequence".
Cause is a conditional state of field values the triggers the business rule to be executed.
Consequence is a procedural function that changes field values from one state to another.
Glyph is an elemental symbol that represents a field (or object) for the purpose of presenting data to be read by people.   "K1145" is a readable representation of the binary glyph that represents a field known as "Customer Company Name" in English and other names in other languages.
Placeholder is an elemental symbol that represents a field in a template document that will be replaced by a field.
Benefits: The 4GL is declarative so it cannot be infested with procedural malware and cannot have programming vulnerabilities.   Knowledge cannot be stolen because it is defined by glyphs that are meaningless to a criminal.   Knowledge is virtually the same in any human langauge so translation is not an issue.   Knowledge can evolve using a persons perferred language and be of universal benefit to all people using any preferred language.
Problems: Knowledge can suffer from errors of ommission - situations that have no consequences.   Knowledge may include contradictions where the sequence of business rules can change the outcome.

3. Functional Glossary:
BAS has a Purpose and a Mission with many Policies.
Each Policy has an Objective with many Processes.
Each Process has a Benefit that comes from many Procedures.
Each Procedure has an Outcome the contributes to the process Benefit according to its specified objective, purpose and mission.

Mission Management:
1. The Bespoke Application Service (BAS) has a mission and purpose specified by the Owner.   BAS only exists for the benefit of the Owner and BAS will fade away when the Owner chooses to terminate the service.
2. BAS has one Mission that has a Purpose and many Policies.
3. Each Policy has an Objective and many Processes.
4. Each Process has a Benefit and many Procedures.
5. Each Procedure has an Outcome from many Tasks.
6. Each Task changes the state of data with many Business Rules.
7. Each Business Rule is specified by the Owner as their intellectual property.
8. Summary:
  1. Mission has a purpose.
  2. Policy has an objective.
  3. Process has a benefit.
  4. Procedure has an outcome.
  5. Task has a change of data.
  6. Business Rule is a step in a task.
9. Some people are able to identify tasks as a unit of work, but may overlook the business rules that are involved in the implementation of a task.   A simply task such as requesting consumption details from an existing supplier for a new customer will involve many business rules that the broker chooses not to document.   When all the business rules are correctly documented for the task, then Eliza can be taught to automatically do the task on behalf of the broker to improve the productivity and worth of the broker.
10. People may confuse the overall process of financial management with the many procedures involved such as account receivable, account payable, VAT accrual and expenses.   The process has a benefit of complying with the law. Each procedure has a distinct outcome that must contribute to the benefit, but cannot deliver the whole benefit.   A procedure like account receivable will involve many tasks such as invoicing, payment control, cash flow and debt control.

Risk Management:
1. Asset means the Bespoke Application Service to be protected; its infrastructure, its data, its network and its continual operation.   The Risk Manager is appointed by the Application Service Provider to manage risk in compliance with ISO 31000 Risk Management Standard.
2. Threat means an action that could cause damage to the asset to be protected. A threat is a scenario of what could happen. A threat is something that cannot be controlled.
3. Risk means the possibility of a loss or bad consequence. A risk has a percentage possibility and a consequence of what could go wrong. Risk can be and must be managed.
4. Vulnerability means a weakness to be controlled. A major vulnerability are people who may behave in an uncontrolled or unpredictable way. Vulnerabilities must be managed as a risk.
5. Security Measure means a precautionary action to mitigate a risk possibility or/and a risk consequence.   The Information Security Manager is appointed by the Application Service Provider to tactically manage security in compliance with ISO 27001 Information Security Standard.
6. Impact assessment means documenting all threats, identifying the risks and vulnerabilities then deploying applicable security measures.   The Data Protection Officer is appointed by the Application Service Provider to strategically manage data protection in compliance with GDPR and PECR.

Task Management:
1. A task is an event that triggers a unit of work according to a documented procedure.
2. The task event has a date and time while the task work has a duration.
3. Every business object may be associated with many tasks where the tasks identify work done and/or work to be done.
4. Tasks have a parent data object that defines its kind and may have a type to refine the kind of task.
5. Every uploaded document must have a task as evidence of the uploaded work done.
  (ToB) Terms of Business is a type of uploaded document for a specific customer.
  (LoA) Letter of Authority is a type of uploaded document for a specific customer.
  (LoT) Letter of Termination is a type of uploaded document for a specific contract and supplier.
6. Every email is a task as evidence of the email message and consent of the recipient.

Support Management:
1. The support team provide a 24*7 service for the benefit of approved people in all parts of the world.   Continual improvements with unlimited support is a fundamental aspect of the bespoke application service.
2. A support request will normally be responded to within the hour, however more complex requests may need to be escalated for an executive decision.   Support requests are shared with all approved people so progress can be monitored as the request is underway.
3. A "contact-us" message is treated as a support request, however a much larger number of these messages are phishing attacks.   The support team in this context are the Second Level Support team working under the direction of the Request Fulfilment Manager.   Second Level Support can only access private business information as needed to verify the working of a documented support request from the Data Controller.
4. Where practical, a phone message that is not a phishing attack, is transcribed as a support request and then processed by the support team in the normal way.   Phone and email messages in this context are handled by the First Level Support team working under the direction of the Request Fulfilment Manager.
5. Where practical, an email that is not a phishing attack, is transcribed as a support request and then processed by the support team in the normal way.   First Level Support team do not have access to private business information so they cannot be intimidated into disclosing anything that is not common knowledge.
6. Any support request may have any number of associated tasks and any task may be an email to the assigned approved person who is normally the author of the support request.   The author must consent to process the support request message before it is viewed and evidence of when it is viewed is recoded.   Every email has an expiry date and time so the email contents are managed by the sender - typically one week. Contents can be changed or expired at any time.   When a persons email folder is stolen. all emails to that person in the last week can be marked as expired to ensure that business information is not stolen.

Supplier Management:
1. Care is needed where the term "supplier" may be used to mean either (1) an energy supplier to a customer or (2) a supplier who gets paid by the Owner.
2. Suppliers to the Owner will have a financial account and statement of payments that are part of the Owners annual return.
3. Suppliers to customers are energy providers and vendors who directly bill their customers - commission may be paid to the Owner.
4. Commission may be paid by a providers to the Owner making the providers a customer who pays revenue - the owner invoices the provider as a type of Customer when commission is due.   The customer may also be invoiced for services provided.   Revenue from both the customer and supplier sales invoices is recorded as accounts receivable transactions.

Document Control:
1. Document Title: Glossary of Terms:
2. Description: Glossary of Terms.
3. Keywords: Glossary of Terms.
4. Privacy: Shared with approved people for the benefit of humanity.
5. Edition: 1.5.
6. Issued: 2 Feb 2018.