1. Challenge Objective and Background

1.1 Challenge Objectives

In this challenge, we are looking for an Innovative Solution Architecture for a business exception management system, which we’ll call “Smart Approval Assistant (S.A.A)” in the rest of the document.

The innovative part will be in how to include an element of innovation in the solution to make it smart and better than other conventional solutions for the same problem.  This could be about providing an additional edge to the users in terms of efficiency or experience, or the agility with which the solution can be put together, etc.  The Innovative Solution Architecture shall also serve as a reference implementation or digital blueprint to build similar solutions in the future.
 

1.2 Project Background

A manufacturing and retail enterprise with an Order-to-Cash business process, has many exception cases to the happy path of the process.  Such exceptions when needed, have to go through a complex approval process before the exception can be put to affect.

The existing processes to manage such exceptions are very manual, poorly tracked via SharePoint lists, and the rules to identify who to seek approval from and who else need to be copied are in many complex spreadsheets.  This makes the entire process very inefficient, prone to errors and unnecessary delays from poor trackability.

Some exceptions, such as one called Billing Blocks, which put a “hold on invoicing” have impact on revenue realization.  While the hold on invoicing may be for legitimate reasons, unnecessary delays in gaining approvals to establish that exception (exception – “hold on invoicing”) can certainly be optimized or eliminated.  The same applies to the step of lifting the exception (lifting the “hold on

Round 1

Just submit enough details to explain your ideas. 

Round 2

Complete submission. (You are not required to submit checkpoint submission).

2. Solution Approach Guidelines and Constraints

2.1 User Experience

2.2 Integration Requirements

1. Order Information System (has details of all orders)
2. Order Status System (the status of order in the order lifecycle)
3. Email/Messaging System (e.g., Outlook)

2.3 Requirements

1. Audit tracking and traceability of all exception approval process steps, who took what action, when, and any other related information
2. Intelligent monitoring of the active exceptions in the system, being able to identify ones that need attention or follow up (based on criteria such as ones that aren’t fitting in the six sigma efficiency tenets)
3. Ability to visualize where in the workflow an exception is stuck and with whom
4. Ability to recommend turn-around-time (TAT) optimization steps or take those steps on the fly

2.4 Technology Platforms/Components Considered

1. Microsoft Flow
2. Azure Logic App
3. Low / No code 
4. Cloud based solution
5. AI/ML Component

 

3. Current State of the Business Exception Process

Below diagram captures the current business flow.

Figure 1: Current Business Flow

Few points to note in the above diagram:

1. Stakeholders are people who can request for an exception, such as customers, manufacturing factory, etc.  Customer Operations is the group managing the exceptions and are our principal focus (they are the ones to benefit from SAA).  Approvers are managers and executives with authority to approve exceptions.
2. All communications are happening via email.
3. All lookups are in Excel spreadsheets.
4. Exception Tickets are being created and maintained as an item in a SharePoint List.

 
Below diagram illustrates the pain points of this current process:

Figure 2: Current State Pain Points

Appendix-A: Solution Ideas Already Considered