RR-10 RR-10-01-01 — Freight Sales and Account Management
This process involves the initiation of freight sales and account management activities for a US Class I freight railroad, focusing on customer engagement, order processing, and tracking.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-01-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Freight Sales and Account Management |
| Trigger | Customer inquiry or request for freight services |
| Outcome | Successful completion results in the establishment of a new freight contract with defined terms, pricing, and service level agreements. |
| Systems | NetControl I-ETMS Loup Logistics ShipmentVision up.com secure portal |
| Regulatory Hooks | 49 CFR Part 217 49 CFR Part 220 49 CFR Part 232 AAR Interchange Rules (Rule 88 and related) |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Customer Inquiry | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Customer inquiry via up.com or Loup Logistics | Inquiry logged in system | Response time within 24 hours | Handling unexpected customer requests | N | Y |
| 1.2 | Initial Assessment and Pricing | Pricing / Yield Manager | Loup Logistics; ShipmentVision | Logged inquiry details | Pricing proposal | Proposal accuracy within 95% | Dynamic market pricing adjustments | Y | N |
| 1.3 | Customer Proposal Review | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Pricing proposal | Customer acceptance or rejection | Customer acceptance rate above 80% | Negotiating terms with price-sensitive customers | Y | Y |
| 1.4 | Order Processing | Account Manager / Sales Representative | Loup Logistics; ShipmentVision | Customer acceptance | Order confirmation and tracking number | Order processing time under 2 hours | Handling order discrepancies | N | Y |
| 1.5 | Service Level Agreement (SLA) Definition | Account Manager / Sales Representative | Loup Logistics; ShipmentVision | Order confirmation | SLA document | SLA compliance rate above 90% | Aligning SLAs with customer expectations | Y | N |
| 1.6 | Internal Review and Approval | VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision | SLA document | Approval or rejection of SLA | Internal approval time under 48 hours | Resource allocation for internal reviews | Y | Y |
| 1.7 | Contract Finalization | Account Manager / Sales Representative | Loup Logistics; ShipmentVision | Internal approval | Signed contract | Contract signing time within 3 business days | Handling legal and compliance issues | N | Y |
| 1.8 | Order Execution | Train Dispatcher; Control Operator | NetControl; I-ETMS | Signed contract | Dispatched train with order details | Train dispatch accuracy rate above 98% | Coordinating multiple trains for efficient execution | Y | N |
| 1.9 | Order Tracking and Monitoring | Dedicated Logistics Representative (Loup) | ShipmentVision; Loup Logistics | Dispatched train details | Real-time order status updates | Status update accuracy rate above 95% | Handling unexpected delays or disruptions | N | Y |
| 1.10 | Customer Communication and Feedback | Account Manager / Sales Representative | up.com secure portal; Loup Logistics | Order status updates | Customer feedback or issue resolution | Customer satisfaction rate above 85% | Managing customer expectations and issues | Y | N |
| 1.11 | Post-Order Review and Improvement | VP-Loup (Loup Logistics) | Loup Logistics; ShipmentVision | Customer feedback | Process improvement recommendations | Improvement recommendation implementation rate above 70% | Identifying root causes for issues | Y | Y |
| 1.12 | Close Process and Documentation | Account Manager / Sales Representative | Loup Logistics; ShipmentVision | Process improvement recommendations | Closed process documentation | Documentation accuracy rate above 90% | Maintaining accurate and complete records | N | Y |
📊 KPIs & Risk Register
KPIs
Response time within 24 hours Proposal accuracy within 95% Customer acceptance rate above 80% Order processing time under 2 hours SLA compliance rate above 90% Internal approval time under 48 hours Contract signing time within 3 business days Train dispatch accuracy rate above 98% Status update accuracy rate above 95% Customer satisfaction rate above 85% Improvement recommendation implementation rate above 70% Documentation accuracy rate above 90%
Key Risks
Handling unexpected customer requests Dynamic market pricing adjustments Negotiating terms with price-sensitive customers Handling order discrepancies Aligning SLAs with customer expectations Resource allocation for internal reviews Handling legal and compliance issues Coordinating multiple trains for efficient execution Handling unexpected delays or disruptions Managing customer expectations and issues Identifying root causes for issues Maintaining accurate and complete records
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.3, 1.4, 1.7, 1.9, 1.10, 1.12 Pricing / Yield Manager · 1.2 VP-Loup (Loup Logistics) · 1.6, 1.11 Train Dispatcher; Control Operator · 1.8 Dedicated Logistics Representative (Loup) · 1.9