RR-10 RR-10-03-01 — Contract Management and Common Carrier Obligation
This process manages the contract lifecycle for commercial customers, ensuring compliance with common carrier obligations and regulatory requirements.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-03-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Contract Management and Common Carrier Obligation |
| Trigger | A new customer contract request or a renewal of an existing contract is received through the UP.com secure portal or Loup Logistics system. |
| Outcome | Successful completion results in a fully executed and compliant contract that aligns with the railroad's commercial, pricing, and customer service policies. |
| Systems | UP.com secure portal Loup Logistics ShipmentVision NetControl I-ETMS EHMS TRAIN II |
| Regulatory Hooks | 49 CFR Part 232 GCOR 49 CFR Part 1180 49 CFR Part 228 49 CFR Part 240 49 CFR Part 242 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Contract Request Review | Account Manager / Sales Representative | UP.com secure portal; Loup Logistics | Customer contract request form | Reviewed contract proposal | Time to review and respond < 2 business days | Handling conflicting customer requirements | Y | N |
| 1.2 | Pricing Evaluation | Pricing / Yield Manager | ShipmentVision; Loup Logistics | Reviewed contract proposal | Priced contract proposal | Accuracy of pricing within 5% of expected revenue | Inaccurate cost estimation | Y | N |
| 1.3 | Regulatory Compliance Check | Service Design / Network Planning Analyst | NetControl; I-ETMS | Priced contract proposal | Compliance report | 100% compliance with 49 CFR Part 232 and GCOR | Regulatory updates affecting existing contracts | Y | Y |
| 1.4 | Customer Approval | Account Manager / Sales Representative | UP.com secure portal; Loup Logistics | Compliance report | Signed contract | Time to customer approval < 5 business days | Customer negotiation delays | Y | N |
| 1.5 | Contract Execution | VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision | Signed contract | Executed contract in system | Time to execution < 1 business day | System integration issues | N | Y |
| 1.6 | Service Design Update | VP Network Planning & Operations | NetControl; I-ETMS | Executed contract in system | Updated service design plan | Accuracy of service design within 90% of customer needs | Resource allocation conflicts | Y | N |
| 1.7 | Train Dispatcher Coordination | Train Dispatcher | Harriman Dispatching Center; I-ETMS | Updated service design plan | Dispatch schedule | On-time dispatch rate > 95% | Weather or track conditions affecting schedules | Y | N |
| 1.8 | Equipment Health Check | Car Inspector (Carman) | EHMS; TRAIN II | Dispatch schedule | Health report for assigned equipment | Equipment readiness rate > 98% | Unexpected equipment failures | Y | Y |
| 1.9 | Customer Communication | Dedicated Logistics Representative (Loup) | UP.com secure portal; Loup Logistics | Health report for assigned equipment | Customer update email | Customer satisfaction score > 85% | Miscommunication or misunderstanding of service details | N | Y |
| 1.10 | Interline Settlement Preparation | VP-Loup (Loup Logistics) | Interline Settlement System; CHDX | Customer update email | Prepared interline settlement data | Accuracy of interline settlements > 99% | Data entry errors | Y | N |
| 1.11 | Final Review and Sign-off | Chairman, President and CEO (plan sponsor level) | UP.com secure portal; Loup Logistics | Prepared interline settlement data | Signed contract finalization document | Time to final sign-off < 2 business days | Executive approval delays | Y | N |
| 1.12 | Contract Closure and Reporting | Account Manager / Sales Representative | UP.com secure portal; Loup Logistics | Signed contract finalization document | Closed contract in system with reporting | 100% closure rate within 24 hours of sign-off | System access issues | N | Y |
📊 KPIs & Risk Register
KPIs
Time to review and respond < 2 business days Accuracy of pricing within 5% of expected revenue 100% compliance with 49 CFR Part 232 and GCOR Time to customer approval < 5 business days Time to execution < 1 business day Accuracy of service design within 90% of customer needs On-time dispatch rate > 95% Equipment readiness rate > 98% Customer satisfaction score > 85% Accuracy of interline settlements > 99% Time to final sign-off < 2 business days 100% closure rate within 24 hours of sign-off
Key Risks
Regulatory updates affecting existing contracts Customer negotiation delays System integration issues Resource allocation conflicts Weather or track conditions affecting schedules Unexpected equipment failures Miscommunication or misunderstanding of service details Data entry errors Executive approval delays System access issues
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.4, 1.9, 1.12 Pricing / Yield Manager · 1.2 Service Design / Network Planning Analyst · 1.3, 1.6 VP-Loup (Loup Logistics) · 1.5, 1.10 Train Dispatcher · 1.7 Car Inspector (Carman) · 1.8 Dedicated Logistics Representative (Loup) · 1.9 Chairman, President and CEO (plan sponsor level) · 1.11