| 1.1 Portfolio
14 Task Management Portfolio | |
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| 1.1.14 Task Management Portfolio: | | While the core Customer Relationship Management (CRM) data has considerable business benefits, efficiency, effectiveness and high levels of productivity are delivered with Task Management providing additional benefits. | | Task management can also be known as workflow as a series of connected steps involving job scheduling. |
| Usage: | | Task management is a prerequisite of project management, quality management, performance management, configuration management and finance. | | Tasks may include attachments of files, trip reports, images, photographs, etc.. Any number of tasks may included so any number of attachments (one per task) can be supported. |
| State Transition: | | Tasks have a life cycle that may be a subset of: | | 1. Completed (finished, closed) | | 2. Expired (timed out) | | 3. Cancelled (terminated) | | 4. Failed (rejected) | | 5. Assigned (forwarded, in-progress) | | 6. Scheduled (ready, opened) |
| What is a task: | | Every CRM data object may be associated with any number of tasks where a task may be a simple note, an attachment or a scheduled job. | | Every task can be viewed as having two parts: (1) what work has been done and (2) what work needs to be done. | | In the case of a simple note, the work done is the note and no work is scheduled to be done. | | In the case of many tasks, the work done causes some follow up work to be scheduled to be done at a future date by an assigned person. |
| What did I do: | | Each application includes a complete and correct "what did I do" (WDID) audit trail that records every web page interaction as a task. WDID tasks are recorded in time order so the actions taken by a person can be viewed and replayed in the correct sequence like a slideshow. | | WDID tasks have links to CRM data that can be viewed as it was at the time and date when the WDID task was made. CRM data changes have links to WDID tasks as a cross reference to form a dual audit trail where each verifies the data in the other. |
| Scheduled Tasks: | | Work that is scheduled for an assigned person on a specific date (and time) can be simply listed for action and can be shown as a diary of events. | | Follow up jobs where a procedure is waiting on a customer action demands a scheduled task to cause the follow up to take place in a reasonable interval. Where delays in waiting for customer actions can be minimised, then productivity can be increased. After the bills have been paid, each champion have the right to determine their own salary, car, vacation and other benefits - make things happen. | | Rule 3. Each champion can spend their own money but cannot spend the money earned by other champions - the stability of the group and avoidance of risk. |
| Diary: | | Tasks can be simple shown in a diary as a reminder to each assigned person of what work they have been ascheduled to do. In this case, the task diary is used for people to undertake work (appointments) on specific dates (and times). | | A diary can also be used to show the state transition of tasks from their inceptions to when they are completed. In this case, the state transition diary is used for management information reporting of how long it takes to complete a task. |
| Quotation Example: | | A CRM quotation can involve task management as other people are involved in the state transition life cycle. Take for example where a quote is created and then offered for approval or to be declined or to expire. | | A task is created when the quotation procedure is interupted while waiting for the quotation for approval. The person assigned to make the approval or decline may not bother to reply and so the quotation may expire. | | A task can be created to follow up after an appropriate number of hours - this event task may be created by a person to remind themselves to follow up the next day. | | On a periodic basis, a block of quotations may be reported in a diary to show the state transition from created, to approved, declined or expired. This provides management information as a high level overview of task state delays and the overall result of quotations over a period of time. |
| Training Example: | | HR management may include staff training courses where staff are scheduled to attend courses and course achievements are recorded as staff trained records. Task management is involved in scheduling courses and schedulign staff to attend those training courses. Certain training needs to be refreshed from time to time and future refresher training can be scheduled as a task. | | Task attachments in the form of certificates of accomplishment may be associated with staff records. A persons record may be associated with any number of trained records and each trained record may have any number of tasks. | | A person task diary will show scheduled courses with reminders and alerts. | | A state transition diary for a selected peroiod will show what courses have been provided and what results have been posted. |
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