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Roles affected: Business unit: Assigned standards: ISO 9001:2015ISO 14001ISO/IEC 27001ITIL 4 GMP-GMP-Strategy managementGMP-Portfolio managementGMP-Architecture managementGMP-Service financial managementGMP-Workforce and talent managementGMP-Continual improvementGMP-Measurement and reportingGMP-Risk managementGMP-Information security managementGMP-Knowledge managementGMP-Organizational change managementGMP-Project managementGMP-Relationship managementGMP-Supplier managementSMP-Business analysisSMP-Service catalogue managementSMP-Service designSMP-Service level managementSMP-Availability managementSMP-Capacity and performance managementSMP-Service continuity managementSMP-Monitoring and event managementSMP-Service deskSMP-Incident managementSMP-Service request managementSMP-Problem managementSMP-Release managementSMP-Change enablementSMP-Service validation and testingSMP-Service configuration managementSMP-IT asset managementTMP-Deployment managementTMP-Infrastructure and platform managementTMP-Software development and management 1 Scope2 Normative references3 Terms and definitions4 Context of the organization4.1 Understanding the organization and its context4.2 Understanding the needs and expectations of interested parties4.3 Determining the scope of the quality management system4.4 Quality management system and its processes5 Leadership5.1 Leadership and commitment5.2 Policy5.3 Organizational roles, responsibilities and authorities6 Planning6.1 Actions to address risks and opportunities6.2 Quality objectives and planning to achieve them6.3 Planning of changes7 Support7.1 Resources7.2 Competence7.3 Awareness7.4 Communication7.5 Documented information8 Operation8.1 Operational planning and control8.2 Requirements for products and services8.3 Design and development of products and services8.4 Control of externally provided processes, products and services8.5 Production and service provision8.6 Release of products and services8.7 Control of nonconforming outputs9 Performance evaluation9.1 Monitoring, measurement, analysis and evaluation9.2 Internal audit9.3 Management review10 Improvement5.1.1 General5.1.2 Customer focus7.1.1 General7.1.2 People7.1.3 Infrastructure7.1.4 Environment for the operation of processes7.1.5 Monitoring and measuring resources7.1.5.1 General7.1.5.2 Measurement traceability7.1.6 Organizational knowledge7.5.1 General7.5.2 Creating and updating7.5.3 Control of documented information8.2.1 Customer communication8.2.2 Determining the requirements for products and services8.2.3 Review of the requirements for products and services8.2.4 Changes to requirements for products and services8.3.1 General8.3.2 Design and development planning8.3.3 Design and development inputs8.3.4 Design and development controls8.3.5 Design and development outputs8.3.6 Design and development changes8.4.1 General8.4.2 Type and extent of control8.4.3 Information for external providers8.5.1 Control of production and service provision8.5.2 Identification and traceability8.5.3 Property belonging to customers or external providers8.5.4 Preservation8.5.5 Post-delivery activities8.5.6 Control of changes9.1.1 General9.1.2 Customer satisfaction9.1.3 Analysis and evaluation9.3.1 General9.3.2 Management review inputs9.3.3 Management review outputs10.1 General10.2 Nonconformity and corrective action10.3 Continual improvement 1 Scope2 Normative references3 Terms and definitions3.1 Terms related to organization and leadership3.2 Terms related to planning3.3 Terms related to support and operation3.4 Terms related to performance evaluation and improvement4 Context of the organization4.1 Understanding the organization and its context4.2 Understanding the needs and expectations of interested parties4.3 Determining the scope of the environmental management system4.4 Environmental management system5 Leadership5.1 Leadership and commitment5.2 Environmental policy5.3 Organizational roles, responsibilities and authorities6 Planning6.1 Actions to address risks and opportunities6.2 Environmental objectives and planning to achieve them7 Support7.1 Resources7.2 Competence7.3 Awareness7.4 Communication7.5 Documented information8 Operation8.1 Operational planning and control8.2 Emergency preparedness and response9 Performance evaluation9.1 Monitoring, measurement, analysis and evaluation9.2 Internal audit9.3 Management review10 Improvement10.1 General10.2 Nonconformity and corrective action10.3 Continual improvement6.1.1 General6.1.2 Environmental aspects6.1.3 Compliance obligations6.1.4 Planning action6.2.1 Environmental objectives6.2.2 Planning actions to achieve environmental objectives7.4.1 General7.4.2 Internal communication7.4.3 External communication7.5.1 General7.5.2 Creating and updating7.5.3 Control of documented information9.1.1 General9.1.2 Evaluation of compliance9.2.1 General9.2.2 Internal audit programme 1 Scope2 Normative references3 Terms and definitions4 Context of the organization4.1 Understanding the organization and its context4.2 Understanding the needs and expectations of interested parties4.3 Determining the scope of the information security management system4.4 Information security management system5 Leadership5.1 Leadership and commitment5.2 Policy5.3 Organizational roles, responsibilities and authorities6 Planning6.1 Actions to address risks and opportunities6.2 Information security objectives and planning to achieve them7 Support7.1 Resources7.2 Competence7.3 Awareness7.4 Communication7.5 Documented information8 Operation8.1 Operational planning and control8.2 Information security risk assessment8.3 Information security risk treatment9 Performance evaluation9.1 Monitoring, measurement, analysis and evaluation9.2 Internal audit9.3 Management review10 Improvement10.1 Nonconformity and corrective action10.2 Continual improvement Process owner: Approval by: This value is set automatically. Approval date: This value is set automatically. Valid from: Valid until: Internal audit due: {{IMS Document control |documentType=Process description |processType=Core process |documentNumber=P-V01 |roles=Sales Agent |scope=Sales |owner=User:Parnoux |auditDue=2025-10-31 }} ==Purpose / goals== A standardized sales process allows our employees to work more efficiently and helps them to perfect their sales techniques. It must be used in parallel with the acquisition strategy. This is important for both customer satisfaction and lead conversion. In addition, the sales process allows the sales team to work more consistently as it structures their operations better. The goal of the sales process is higher completion rates, better customer loyalty and, ultimately, an increase in sales. ==Predecessor== * Marketing process ==Recipient== * Project management process ==Process steps== {| class="wikitable" style="width:100%;" |+R=Responsible party; P= Participants in the process !Input<br />(resources)!! style="width:55%;" |Steps !Work instruction!!Output<br />(deliverables)!!R!!P |- |Contact info ||'''01-Contact initiation''' |<span style="color: rgb(37, 37, 37)">Lead-Qualifizierung</span>||<span style="color: rgb(37, 37, 37)">Doku in Odoo</span>||Sales Agent||Intersted party |- |Results from initial contact ||'''02-Lead qualification''' |<span style="color: rgb(37, 37, 37)">Lead-Qualifizierung</span>||<span style="color: rgb(37, 37, 37)">Doku in Odoo</span>||Sales Agent||Intersted party |- |Results from lead qualification ||'''03-Needs analysis''' |<span style="color: rgb(37, 37, 37)">Lead-Qualifizierung</span>||<span style="color: rgb(37, 37, 37)">Doku in Odoo</span>||Sales Agent||Intersted party |- |Results from needs analysis ||'''04-Produkt presentation''' |<span style="color: rgb(37, 37, 37)">Lead-Qualifizierung</span>||<span style="color: rgb(37, 37, 37)">Doku in Odoo</span>||Sales Agent||Intersted party, HW-Support |- |Results from needs analysis ||'''05-Cost estimate''' |<span style="color: rgb(37, 37, 37)">Making an offer</span>||Offer letter||Sales Agent||Intersted party |- |Results from needs analysis ||'''06-Contract negotiation''' | || ||Sales Agent||Intersted party, Sales manager |- | | | | | | |} ==Process diagrams== <center><bs:drawio filename="Drawio/Sales-process" /></center> <br /><br /> <span class="mw-customtoggle-myDivision"><big><span class="bi bi-diagram-2-fill"></span> '''Show flowchart'''</big></span> <div class="mw-collapsible mw-collapsed" id="mw-customcollapsible-myDivision"> <center><bs:drawio filename="Drawio/Sales-Flowchart" /></center> </div> ==Performance indicators== The statistics for the following performance indicators are created in ''Odoo'' and evaluated every six months. * Sales growth * Sales target * Customer acquisition costs * Sales cycle length * Lead conversion ratio (leads per sale) * Number of sales opportunities (potential order value) * Upsell and cross-sell rate ==Risks== # Performance risk: The contractually stipulated services cannot be delivered # Cost risk: underestimation of development costs ==Resources== ===Equipment === * Phone * Email * Odoo * Demo system * Eval system ===Personnel / Qualifications=== # Sales agent # Sales manager ==Supporting documents== ''Which documents are related to this process (policies, guidelines, checklist templates, ...) ?'' == Records == ''Any observations or reports that confirm the effectiveness of this process (completed checklists, meeting minutes, interviews, ...).'' <br /> Save page Cancel
