Operational Process

To ensure that client spend is properly tracked, the process model below has been designed. This accounts for the initial project request that is submitted through the CRM, the assignment of a project manager (PM) an their duties, financial approval, accounting of charges, documenting and maintenance of client cost data and billing. Ultimately, the actual improvement of tracking client costs will be done through better system and functional integration. Currently, the PM department does not have visibility into what the financial department communicates to the client. This causes miscommunication of charges and creates confusion for the client.

Improving this process will ensure client cost transparency and streamline communication. Since this process is for a virtual / digital product, the manufacturing of the product will be replaced with app development. With regards to the other areas of the process the following applies:

• Shipping is replaced with providing permissions and access to the app so that it can be loaded on phones

• Warehousing will be considered as the servers and virtual location where the apps and programs that develop the app are housed

• Vendors are the internal clients

• Retailing is virtual delivery of the app to the internal clients who will in turn sell the apps in the app store

• Suppliers are any program used to develop the app

Decision Analysis

Current App Development Trends

• Using Application Performance Management (AMP) to speed up mobile pagination and processing to improve user experience and data retention

• Using artificial intelligence (AI) such as chatbots as well as machine learning to improve user experience and allow handsfree access for multi-taskers

• Cementing the presence of chatbots as virtual assistants without complex coding

Future App Development Trends

• Using Internet of Things to optimize processes, improve the quality and speed of real-time updates, and allow better customization for customers

• Using Mobile-Commerce (M-Commerce) to improve opportunities for mobile shopping

• Using Enterprise Mobile Management (EMM) to streamline processes and centralize business communication

Final List of recommendations

• Ensure Systems Integration by asking IT to create primary and secondary keys which align client IDs along with their monthly spend

• Alternate Option: Ensure that Analyst receives Data from Finance on a Routine Basis to upload in Tableau

• PMs should update their client / project records regularly by 2 PM if any changes or additions are present

• Analyst should create both routine and ad hoc reporting models to encourage client cost transparency and streamline client communication

• Any spend report sent to the client that is related to the project should be also sent to the PMs for documentation so that all necessary cross-functional areas have visibility into what is being reported and can easier identify errors

• Continuous Process Improvement is necessary in PM, Analytics, App Development, and Finance / Accounting areas. Process should be reviewed on a monthly basis for the first 6 months after new process model has been implemented. Thereafter, the process can be reviewed on a quarterly basis until it has matured to 1 year. After a full year, the process can be reviewed on an as needed basis.

• Any client cost changes must be communicated to Finance, PMs, Client, Analyst, and App Managers (Mgrs).

• Analyst must maintain the most updated data on the App Development end. Finance and their database will be referenced as the source of truth since their Monthly Actuals reflect exactly what was charged to the client

Reviewing all programs and software presented such as Tableau, MS Excel, SAP, etc are imperative to ensure that the App Development’s needs to track client expenses are fulfilled. As analysis shows, there is a 50% chance that the new model will perform better than the old one. For this reason, I recommend the new process model to improve data integrity, enhance client communication and save time and money—which can be reallocated to other resources.