Global and local GBS CRM business processes

Before introducing the Unified CRM Business Process Framework and drilling down into the details of the RMC solution, this section introduces the global and local GBS CRM business processes along with a few scenarios illustrating how the solution is being used and provides value.
The intent of this initiative is to establish a central portal on the internal IBM intranet for the GBS CRM business processes, including global process and local playbooks. The portal provides practitioners with the ability to access all process Websites, as illustrated in Figure 1. All intranet Websites are consistent across the globe in terms of structure, content, and look-and-feel, therefore providing a unified user experience.

The Global CRM Process captures the business process applicable worldwide and serves as the foundation for the local playbooks. Therefore, the Global CRM Process Website is accessed mostly by process owners and subject matter experts from both global and local CRM teams, as a reference and base for reflection and discussions around process improvement and deployment. In addition, the Global CRM Process Website can be leveraged for training purposes, as it represents a "light" version of the process free of locale-specific content, and is therefore suitable for beginners.
During engagements, however, practitioners go directly to their local playbook to quickly access the information they need in order to perform a given activity or task in the engagement cycle. Playbooks provide them with process guidance, business rules, and legal controls, which are either global or specific to their region or country. Practitioners have the flexibility to navigate their playbook Website directly from the IBM intranet, or to download a copy of the Website in order to have a local replica on their machine when working offline.
As an example, consider a consultant from IBM GBS New Zealand, sent to Spain on an assignment at a critical client site. This consultant may want to download the Spanish Playbook Website on her laptop from her home office before leaving for the airport, and surf the site during her flight to Madrid. Since the Spanish Playbook is similar to the Australia/New Zealand (ANZ) Playbook, she has no problem navigating the Website. While at the client site, the consultant accesses the Spanish Playbook as necessary to obtain specific process guidance and make sure her work complies with both global and Spanish business rules and regulations. For instance, at the end of the engagement, she can obtain some guidance on how to archive essential project records by looking at the "Archive Project Records" task. As illustrated in Figure 2, she can perform a side-by-side comparison between the Spanish and ANZ versions of the task. The comparison helps her quickly understand how archiving is done differently in Spain compared to New Zealand. In this case, archiving is a fully automated process in Spain, while in New Zealand some steps remain to be performed manually (detailed guidance on how to perform the ANZ steps is available by expanding the steps).