The following business processes will serve as requirement sources for this book:
Sales—Update Customer
Sales—Retail Order
Marketing—Campaign Tracking
Customers, for example, who wish to communicate their new address to AHA can do so via various channels such as the internet, AHA's customer service line and the information desks in the AHA markets. AHA strives to make each customer contact as smooth and positive as possible. In addition, the AHA representative who processes the data change should also be able to verify all relevant customer information and, if appropriate, inform the customer about new campaigns and offers.
A team of business analysts has conducted a series of workshops with key employees of AHA's customer care, sales, and marketing departments and has created the following high level outline of the Sales—Update Customer business process:
The agent executes a query to identify the customer. If no customer record can...
