RR-10 RR-10-03-02 — Contract Management and Common Carrier Obligation
This process manages the contract lifecycle for common carrier obligations, ensuring compliance with regulatory requirements and customer service standards.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-03-02 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Contract Management and Common Carrier Obligation |
| Trigger | Contract initiation by a sales representative or account manager |
| Outcome | A fully executed contract with defined terms, conditions, and obligations, ensuring adherence to railroad's commercial policies and regulatory mandates. |
| Systems | up.com secure portal ShipmentVision Loup Logistics Transentric NetControl I-ETMS |
| Regulatory Hooks | 49 CFR Part 217 49 CFR Part 232 GCOR 6.28 AAR Interchange Rules (Rule 88 and related) |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Sales Representative initiates contract request | Account Manager / Sales Representative | up.com secure portal | Customer inquiry or proposal | Contract initiation form | Time to initiate contract < 2 business days | Inconsistent customer data entry | N | N |
| 1.2 | Pricing / Yield Manager reviews and quotes | Pricing / Yield Manager | ShipmentVision | Contract initiation form | Priced proposal | Proposal turnaround time < 3 business days | Complex pricing calculations | Y | N |
| 1.3 | Customer approves priced proposal | Account Manager / Sales Representative | up.com secure portal | Priced proposal | Signed contract | Contract approval time < 5 business days | Negotiation delays | Y | Y |
| 1.4 | VP-Loup (Loup Logistics) reviews contract terms | VP-Loup | Loup Logistics | Signed contract | Contract review report | Review completion time < 2 business days | Logistics-specific compliance issues | Y | N |
| 1.5 | Claims Adjuster verifies contract terms against regulatory standards | Claims Adjuster | Transentric | Contract review report | Regulatory compliance assessment | Compliance verification time < 3 business days | Regulatory updates and changes | Y | Y |
| 1.6 | Service Design / Network Planning Analyst updates service design | Service Design / Network Planning Analyst | NetControl | Signed contract | Updated service design document | Service design update time < 4 business days | Inaccurate network data | N | N |
| 1.7 | VP Network Planning & Operations approves service design | VP Network Planning & Operations | NetControl | Updated service design document | Approved service design | Approval time < 2 business days | Operational constraints | Y | N |
| 1.8 | Train Dispatcher schedules trains based on approved service design | Train Dispatcher | I-ETMS | Approved service design | Train schedule | Schedule adherence rate > 95% | Unexpected disruptions | N | Y |
| 1.9 | Control Operator monitors train operations | Control Operator | I-ETMS | Train schedule | Operational status report | Operational monitoring frequency > 30 minutes | Data accuracy issues | Y | N |
| 1.10 | Chief Dispatcher adjusts schedule if necessary | Chief Dispatcher | I-ETMS | Operational status report | Adjusted train schedule | Adjustment frequency < 2 occurrences per day | Resource constraints | Y | Y |
| 1.11 | Dedicated Logistics Representative updates customer on status | Dedicated Logistics Representative (Loup) | up.com secure portal | Adjusted train schedule | Customer update communication | Response time to customer inquiries < 1 business day | Communication delays | N | N |
| 1.12 | Contract Management and Common Carrier Obligation process completes | Account Manager / Sales Representative | up.com secure portal | Customer update communication | Completed contract lifecycle record | Process completion time < 20 business days | Complex contract negotiations | N | Y |
📊 KPIs & Risk Register
KPIs
Time to initiate contract < 2 business days Proposal turnaround time < 3 business days Contract approval time < 5 business days Review completion time < 2 business days Compliance verification time < 3 business days Service design update time < 4 business days Approval time < 2 business days Schedule adherence rate > 95% Operational monitoring frequency > 30 minutes Adjustment frequency < 2 occurrences per day Response time to customer inquiries < 1 business day Process completion time < 20 business days
Key Risks
Inconsistent customer data entry Complex pricing calculations Negotiation delays Logistics-specific compliance issues Regulatory updates and changes Operational constraints Unexpected disruptions Data accuracy issues Resource constraints Communication delays Complex contract negotiations
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.3, 1.11 Pricing / Yield Manager · 1.2 VP-Loup (Loup Logistics) · 1.4 Claims Adjuster · 1.5 Service Design / Network Planning Analyst · 1.6, 1.7 Train Dispatcher · 1.8 Control Operator · 1.9 Chief Dispatcher · 1.10