RR-10 RR-10-02-01 — Pricing, Tariffs and Rate Quotation
This process involves the pricing, tariff, and rate quotation for freight shipments on a US Class I railroad. It includes the evaluation of customer requests, determination of applicable rates, and communication of final quotes.
🗺 BPMN Process Flow
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📋 Process Attributes
| Process ID | RR-10-02-01 |
|---|---|
| Domain Family | COMMERCIAL |
| L1 Domain | Commercial, Pricing & Customer Service |
| L2 Process Group | Pricing, Tariffs and Rate Quotation |
| Trigger | Customer request for pricing or rate quotation |
| Outcome | Successful completion produces a finalized rate quote and agreement with the customer |
| Systems | up.com secure portal Loup Logistics ShipmentVision |
| Regulatory Hooks | 49 U.S.C. § 10101 et seq. 49 CFR Part 232 GCOR 6.28 |
📋 L4 Process Steps
| Step | Name | Role | System | Input | Output | KPI | Pain Point / Risk | Decision? | Exception? |
|---|---|---|---|---|---|---|---|---|---|
| 1.1 | Receive Customer Request | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Customer request form or email | Request logged in system | Response time within 24 hours | Handling complex customer requests | N | N |
| 1.2 | Initial Rate Evaluation | Pricing / Yield Manager | Loup Logistics, ShipmentVision | Logged request details | Preliminary rate evaluation report | Evaluation accuracy above 95% | Accurate rate calculation based on complex rules | Y | N |
| 1.3 | Review and Adjust Rates | VP-Loup (Loup Logistics) | Loup Logistics, ShipmentVision | Preliminary rate evaluation report | Adjusted rate proposal | Rate adjustment within 2 business days | Balancing profitability and customer satisfaction | Y | N |
| 1.4 | Finalize Rate Quote | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Adjusted rate proposal | Finalized rate quote document | Quote accuracy above 98% | Handling customer negotiations and objections | N | Y |
| 1.5 | Send Rate Quote to Customer | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Finalized rate quote document | Sent rate quote email or portal notification | Quote delivery within 1 business day | Ensuring secure and timely communication | N | Y |
| 1.6 | Customer Response Evaluation | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Customer response to rate quote | Response evaluation report | Positive response rate above 70% | Handling customer rejections and feedback | Y | N |
| 1.7 | Close Sales Agreement | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Response evaluation report | Signed sales agreement | Agreement closure within 3 business days of positive response | Coordinating with multiple departments for finalization | N | Y |
| 1.8 | Update Rate Database | Pricing / Yield Manager | Loup Logistics, ShipmentVision | Signed sales agreement | Updated rate database entry | Database update accuracy above 95% | Maintaining accurate and up-to-date rate information | N | N |
| 1.9 | Monitor Customer Satisfaction | Account Manager / Sales Representative | up.com secure portal, Loup Logistics | Signed sales agreement | Customer satisfaction survey results | Satisfaction score above 85% | Gathering and analyzing customer feedback | Y | N |
| 1.10 | Review and Improve Process | VP-Loup (Loup Logistics) | Loup Logistics, ShipmentVision | Customer satisfaction survey results | Process improvement plan | Process improvement implementation rate above 50% | Identifying and addressing process inefficiencies | Y | N |
📊 KPIs & Risk Register
KPIs
Response time within 24 hours Evaluation accuracy above 95% Rate adjustment within 2 business days Quote delivery within 1 business day Positive response rate above 70% Agreement closure within 3 business days of positive response Database update accuracy above 95% Satisfaction score above 85% Process improvement implementation rate above 50%
Key Risks
Inaccurate rate calculation leading to customer dissatisfaction Delays in quote delivery affecting customer satisfaction Handling complex negotiations and objections efficiently Ensuring secure communication of sensitive information Maintaining up-to-date rate databases
Swim Lanes
Account Manager / Sales Representative · 1.1, 1.4, 1.5, 1.7, 1.9 Pricing / Yield Manager · 1.2, 1.3, 1.8, 1.10 VP-Loup (Loup Logistics) · 1.3, 1.6, 1.10