Technology Evaluation Centers Inc. Business Performance Management (BPM) Criteria Worksheet

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Technology Evaluation Centers Inc.

Business Performance Management (BPM)
Criteria Worksheet
Priority Rating
Hierarchy Criterion (0-10) Comment
SUP MOD 3RD CST
1 Data Visualization
1.1 Reporting
1.1.1 Accessibility
1.1.1.1 Real time reports access operational data stores
1.1.1.2 Generates reports automatically
1.1.1.3 Web query
1.1.1.4 Ad-hoc queries
1.1.1.5 Column-based indexing for faster data retrieving
1.1.1.6 Navigates all connected relational databases
1.1.1.7 Interactive data exploration with analytics
1.1.1.8 Desktop interface to advanced analytics
1.1.1.9 Multiple data sources and platforms
1.1.1.10 VLDB drivers
1.1.1.11 Multiple table inserts
1.1.1.12 Table functions
1.1.1.13 Accesses delimited ASCII files
1.1.1.14 Accesses fixed format ASCII
1.1.1.15 Schedules information alerts based on specified
conditions
1.1.1.16 24x7 server availability
1.1.1.17 Real time access to operational data
1.1.1.18 Report drill through from OLAP cubes
1.1.1.19 Report drill through from zero data cubes
1.1.1.20 Tree-style structure that logically organizes database
columns into folders
1.1.1.21 Embedded production report writers
1.1.1.22 Batch production and distribution of reports
1.1.1.23 Combines multiple reports into a single "report
dashboard"
1.1.1.24 Exports reports to other formats
1.1.1.25 Multiple format support including HTML, Excel, and PDF
1.1.1.26 Integrates with Microsoft Front Page and other HTML
development tools
1.1.1.27 Interface with Microsoft Analysis Services and Hyperion
Essbase
1.1.1.28 SAP BW
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1.1.1.29 Java-based reporting tool

1.1.1.30 Custom Java tag library reduces the amount of coding
required to integrate reports into JSP pages
1.1.1.31 Object-oriented 4GL
1.1.1.32 Graphical interface avoids complex languages, such as
C or Java
1.1.2 Reporting Capabilities
This category contains 55 criteria below it.
1.1.3 Formatting
1.1.4 SQL Functionality for Report Creation
1.1.5 Calculation Capabilities
1.1.6 Metrics
1.1.7 Filters
1.1.8 Data Visualization Tools
1.1.9 Interactive Beans
1.1.10 Distribution and Archiving
1.2 Analysis
1.3 Enterprise Search
1.4 Customization
1.5 Scorecards
1.6 Dashboards
1.7 Business Activity Monitoring (BAM)
1.8 Alerting and Notification Systems
1.9 Mobile Options
2 Analytics
2.1 Predictive Analytics
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2.1.1 Predictive Modeling Techniques

2.1.1.1 Regression algorithm
2.1.1.2 Scoring
2.1.1.3 Classification
2.1.1.4 Groupings
2.1.1.5 Clustering
2.1.1.6 Variable contribution
2.1.1.7 Time series analyses predicts patterns and trends in
data over time
2.1.1.8 Association rules identifies patterns in transaction data
for describing which events frequently occur together
2.1.1.9 Consistent coder automatically fills in missing values and
detects out of range data
2.1.1.10 Sequence coder aggregates events into a series of
transitions
2.1.1.11 Event log aggregates events into periods of time
2.1.1.12 Segmentation
2.1.1.13 Text categorization
2.1.2 Predictive Data Analytics
2.1.3 Forecasting
2.1.4 Industry Vertical Predictive Analytics
2.2 Data, Text, and Web Mining
2.3 Administration
3 Workflow
3.1 Process and Activity Definition
3.1.1 Represents complex processes that are comprised of
sub-processes and activities
3.1.2 Processes can be defined or mapped into the system
3.1.3 Graphically portrays business processes and activities
3.1.4 Shares activities and sub-processes between processes
3.1.5 Reuses an activity already defined in the process without
having to define it again;
3.1.6 Defines absolute or relative dates when activities or
work-items must be completed
3.1.7 Schedules tasks to start automatically at a specified time
3.1.8 Terminates a workflow in a process, based on user
privileges security
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3.1.9 Suspends or resumes a workflow in process and

specifies inactive periods
3.1.10 Processes to have multiple points and end at any end
point
3.1.11 Displays decision logic using text, the branch concept, or
a decision icon on the process map
3.1.12 Specifies note (activity) properties at design time
3.1.13 Displays the path traveled between activities (color
change)
3.1.14 Supplies activity and task names
3.1.15 Views overall status and display active node (activity)
3.2 Resources and Roles Definition
3.3 Rules and Routing Definition
3.4 Work Definition
3.5 Queue and Work List Definition
3.6 Triggers and Scheduling
3.7 Monitoring and Reporting
3.8 Workflow Components
3.9 Dynamic and Complex Processes
4 Data Integration
4.1 ETL
4.1.1 Data Extraction
4.1.1.1 Concurrent processing of multiple source data streams,
without writing procedures
4.1.1.2 Event-based change data capture
4.1.1.3 Bulk data movement
4.1.1.4 Explores raw data in disparate systems to uncover
relationships and discrepancies between and within data
sets
4.1.1.5 Source data can be selected from multiple tables in a
SQL join
4.1.1.6 Components that can be used to work around the file
size or platform limitations
4.1.1.7 Updates data capture and loads only changed records
into the data source
4.1.1.8 Automatically generates data extract programs
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4.1.1.9 Automatic updates for slowly changing dimensions

4.1.2 Data Cleansing and Transformation
4.1.3 Data Matching and Consolidation
4.1.4 Data Profiling
4.1.5 Data Quality
4.1.6 Data Loading
4.1.7 Metadata
4.1.8 Data Platform Support
4.1.9 Operating Environments
4.1.10 Web Services
4.1.11 Administration and Development
4.2 EII
5 Support
5.1 Server Support
5.1.1 Windows NT/2000/XP/2003
5.1.2 Unix
5.1.3 Novell NetWare
5.1.4 IBM AS/400
5.1.5 J2EE Weblogic
5.1.6 J2EE Websphere
5.1.7 COM+
5.1.8 IIS 5.0 and 6.0
5.1.9 VMs
5.1.10 OS/400
5.1.11 OS/390
5.1.12 AIX
5.1.13 Sun Solaris
5.1.14 GNU/Linux such as Red Hat, SUSE (Novell), or Debian
5.1.15 HP-UX
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5.1.16 Dynix(Sequent)
5.1.17 VMX/VAX
5.1.18 True64 UNIX
5.1.19 Other
5.2 Client Support
5.3 Database Support
5.4 Portal Support
5.5 Web Service Support
5.6 Problem Resolution
5.7 Application Fix Response Time
6 System Requirements
6.1 Synchronization and Replication
6.1.1 Synchronization Technology
6.1.1.1 Synchronization Characteristics
6.1.1.1.1 Requires the user to maintain a data link to the central
database
6.1.1.1.2 Mobile device synchronization
6.1.1.1.3 Methodology to ensure data accuracy
6.1.1.1.4 Application-to-application synchronization
6.1.1.1.5 Uses data compression techniques to improve download
times
6.1.1.1.6 Methodology for remote and field users to synchronize
data with the central sales management system using
analog modem links
wireless communications
T1 lines
6.1.2 Replication Methodology
6.2 Implementation and Training
6.3 Technical Fit
6.3.5.22 Server clustering
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Worksheet
FUT NS Comment Description
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MasterModelID
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Criteria Worksheet
Hierarchy Criteria Priority Mandatory SUP MOD 3RD CST
(0-10) (Y/N)
1 Classroom Training Management
1.1 Registration
1.1.1 Searchable course catalog.
1.1.2 Learner self-registration
1.1.3 Administrator registration
1.2 Levels of access
1.3 Course management
1.4 Approvals
1.5 E-mail notification
1.6 Tracking
2 E-learning Management
2.1 Registration
2.1.1 Searchable course catalog.
2.1.2 Learner self-registration
2.3 Approvals
2.4 E-mail notification
2.5 Interoperability with 3rd party courseware
2.6 Interoperability with Custom E-learning Courseware

2.7 Administration
2.8 Tracking
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2.9 Testing and evaluation

3 Custom Content Authoring/Publishing Tools
3.1 Licensing
3.1.1 Enterprise
3.1.2 Per author
3.2 Output formats
3.3 Content creation and editing
3.4 Rich media
3.5 Interactivity
4 Virtual Classrooms
4.1 Licensing
4.1.1 Locally installed
4.1.2 Hosted
4.1.3 Annual lease
4.1.4 Subscription
4.1.5 Time per participant
4.2 Bandwidth
4.3 Registration
4.4 Interactive Features
4.5 Feedback tools
4.6 Recording
4.7 Whiteboard
4.8 Sound
4.9 Polling and Testing
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5 Course Content/Learning Object Management

5.1 Content Management
5.1.1 Different levels of access for users

5.1.2 Catalog of learning objects and templates
5.1.3 Import capability for third party and custom authoring
tool course content
5.1.4 Actions such as import, export, move, delete, relate,
contain, status update, and metadata element value
updates can be performed on selected single or multiple
content objects
5.1.5 Tracking of knowledge assets
5.1.6 Workflow design, use and management
5.1.7 User definition of levels of learning objects
5.1.8 HTML presentation
5.1.9 XML presentation
5.1.10 Content, data and user classification
5.1.11 Content based filtering
5.1.12 Portal integration
5.1.13 Capture of electronic documents and metadata
5.1.14 Thesaurus/classification scheme
5.1.15 Options for records and documents disposal
5.1.16 Document authoring
5.1.17 Document searching and retrieval
5.1.18 Aggregates groups of records
5.1.19 Cross-references documents
5.1.20 Saves and converts documents of different types
5.1.21 Image scanning
5.1.22 Audits and produces reports on document workflow
5.1.23 Provides for system backup, rollback and recovery
5.1.24 Provides tools for easy author/user access
5.1.25 Provides security and authentication of users
5.1.26 Provides user profiles
5.1.27 Provides password and privilege management
5.1.28 Provides role management
5.1.29 Provides digital asset management
5.1.30 Provides mass storage capability
5.1.31 Provides reports and statistical management
5.1.32 Meets reliability and performance standards
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5.2 Version control

5.3 Metadata
5.4 Third party integration
5.5 Standards
5.6 Supported File Formats

6 Communication and collaboration
6.1 Features
6.1.1 Instant messaging
6.1.2 Calendars
6.1.3 Communities of practice by groups
6.1.4 Threaded discussion groups
6.1.5 Mentor matching
6.1.6 Knowledge capture
6.1.7 Learner forums/blogs
6.1.8 Other
6.2 e-mail
6.3 Team facilitation
7 Assessment and evaluation
7.1 Status
7.1.1 Part of the course-authoring tool
7.1.2 Included but separate from the course authoring tool
7.1.3 Third party solution - recommendation
7.2 Features
7.3 e-mail support
7.4 Types of questions
7.5 Learner feedback formats
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8 Performance Support
8.1 Access to learning objects

8.1.1 By course menus
8.1.2 Directly through LCMS
8.1.3 Can several learning objects be linked to create a
module?
9 Blended Learning
9.1 Features
9.1.1 Integrated combination of classroom and online activities
9.1.2 Creation of blended courses and curricula
9.1.3 Register learners for blended learning
9.1.4 Track learners' performance
9.1.5 Report on results
9.1.6 Other
9.2 Integrate collaborative activities
9.3 Content interoperability
10 Competency and Performance Management
10.1 Features
10.1.1 Competency Mapping identifying key skills needed
10.1.2 Skill Gap Analysis including skills defining, tracking and
searching
10.1.3 Self Assessment tool
10.1.4 360 Degree Assessment tool
10.1.5 Tracking and managing regulatory compliance
certifications
10.1.6 Reporting functionality
10.1.7 Customizable fields
10.1.8 Balanced scorecard
10.1.9 HR compliance
10.1.10 ROI measurement tools
10.1.11 Technical skills dictionary
10.1.12 Behavioral skills dictionary
10.1.13 Other
10.2 Learning Plans
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10.3 Profile Management and Progress Tracking

11 eCommerce support
11.1 Internal billing for departments

11.2 External billing - customers, suppliers, partners, resellers
11.3 Shopping cart

11.4 Payment mechanisms available - credit card, purchase
order, internal requisition, etc.
11.5 Multiple Time Zones, Currencies, Tax Rates
11.6 Mobile user support
12 Reporting
12.1 0 to 10 reports included
12.2 10 to 20 reports included
12.3 Greater than 20 reports included
12.4 Custom reports capability
12.5 Reports by business unit hierarchy
12.6 Use of other report generating software like Crystal
Reports
13 Analytics
13.1 Level 1: feedback - online surveys
13.2 Level 2: learning - tests and assessments
13.3 Level 3: performance - online surveys, etc.
13.4 Level 4: business results - financial measures
13.5 Level 5: ROI - financial measures and tools
13.6 Links to financial systems
13.7 Compliance and certification
13.8 Revenue and cost analysis
13.9 Content utilization
13.1 Charting tool
13.11 Other
14 Language Support
14.1 Arabic
14.2 Chinese (traditional)
14.3 Chinese (simplified)
14.4 Czech
14.5 Danish
14.6 Dutch
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14.7 English
14.8 Finnish
14.9 French
14.1 German
14.11 Greek
14.12 Hebrew
14.13 Hungarian
14.14 Italian
14.15 Japanese
14.16 Korean
14.17 Norwegian
14.18 Polish
14.19 Portuguese
14.2 Russian
14.21 Spanish
14.22 Swedish
14.23 Thai
14.24 Other
15 Usability
15.1 Learning portal
15.1.1 Web interface
15.1.2 Corporate branding
15.1.3 Integration with corporate portal
15.1.4 Multiple levels of access
15.1.5 Learner customizability
15.2 Integration with other systems
15.3 Organization branding
15.4 User Configurability (personalization)
15.5 For administrators
16 Support
16.1 Types
16.1.1 Sales
16.1.2 Evaluation
16.1.3 Technical
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16.1.4 Consultation
16.1.5 Training
16.1.6 Implementation
16.1.7 Customization/branding
16.1.8 Change management
16.1.9 Other
16.2 Evaluation Support
16.3 Service Level Agreements
16.4 Implementation Phases
16.5 Implementation Timeframe
16.6 Estimated Implementation Cost
16.7 Training
17 Product Technology and Support
17.1 Technology Overview

17.1.1 Client
17.1.1.1 Apple Macintosh OS 8/9
17.1.1.2 Apple Macintosh OS X
17.1.1.3 GNU/Linux (such as Debian, SUSE, or Red Hat)
17.1.1.4 Java Virtual Machine (JVM)
17.1.1.5 Unix
17.1.1.6 Microsoft Windows (such as 95, NT, or XP)
17.1.1.7 Other
17.1.2 Server Platform
17.1.3 Web Application Server
17.1.4 Database
17.1.5 Application Architecture
17.1.6 Web Browser
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17.1.8 Web Services
17.1.9 Messaging
17.1.10 LDAP Support
17.1.11 Third party applications or user plug-ins required
17.1.12 E-learning Standards Compliance
17.2 Integration, Customization, and Thin-Client Access
17.3 Product Installation
17.3.7.4 0 to 10 reports included
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heet
FUT NS Comment
Tools for managing instructor-led classroom training in an enterprise.

Includes registration, resource allocation, approvals, and tracking of
results.
The ability to schedule instructors, facilities, equipment and manage

waitlists for classroom training.
Tools for obtaining manager and budget approvals following a self-

registration by an employee.
E-mail tools for communication with users of the system--earners,

administrators, and instructors.
E-learning management includes tools for cataloguing, launching, and

keeping learner records for both proprietary (custom) and third party
generic on-line learning.
Can launch courses and track learner progress--course completions,

scores on tests, and interaction within the courses.
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Tools for the creation and delivery of learning in organizations. These

tools may be exclusively for e-learning/on-line learning or may also
include the design of classroom or blended training. If these are not
provided directly as part of the system, recommended tools from
other suppliers may be indicated.
Virtual classrooms are tools, which enable you to conduct live

(synchronous) learning at a distance over the internet. They are also
called web conferencing and live e-learning and collaboration tools.
They usually include provisions for participant interaction,
whiteboards for showing presentations (such as via PowerPoint) and
for data sharing. They may include audio and video.
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Course content can be stored and catalogued in a learning object
repository for reuse.
A learning object database/repository is created to store and provide
for reuse of course content according to standards. For more
information see enterprise content management RFI.
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A content management system is a software package designed to

manage a web site. Content management systems are built on a
central repository, which holds all content, metadata, rules, and
supporting information. Processes and disciplines get stored around
this and are established to ensure that day-to-day activities run
smoothly and efficiently.
Tools which enable communication with instructors and among

learners and enables collaboration and teamwork among the
learners--include calendars, threaded discussion groups, and
Tools for creating, delivering, and administering tests and surveys.

May be part of course creation or separate from it.
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The ability of a learner to access specific parts of courses/bits of
information/learning objects for just-in-time review and support for job
performance.
Learning which combines several aspects of classroom and e-

learning or synchronous and asynchronous learning.
The ability to track employee and corporate competencies as well as

performance including skill gap analysis, assessment tools, and
regulatory compliance.
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Tools which provide the ability for the organization to charge for
courses either internally or internally and accept various means of
payment.
The ability to produce reports on the activity within the system, broken
down in various ways and using various criteria.
The ability to provide various analytical data to measure the

performance of the system and the company in relation to its goals.
The system interface and content is or may be localized for specific

languages.
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How easy and intuitive is the system to learn and use for both
learners and administrators?
Types of support the system vendor provides for implementation,

training, etc.
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How is the system implemented, how long does it typically take to

implement, and what does it cost?
Is training on the use of the system provided by the vendor or by a

third party? Is classroom training provided? Is online training
This category defines the technical architecture of the product, and

the technological environment in which the product can successfully
run. Criteria include product and application architecture, software
usability and administration, platform and database support,
application standards support, communications and protocol support
and integration capabilities
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The solution supports messaging protocols.
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FactorID MasterMo
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359505 358914
359506 358915
359507 358916
359508 358917
359509 358918
359510 358919
359511 358920
359512 358921
377446 377444
377447 377445
359513 358922
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359518 358927
359519 358928
359520 358929
359521 358930
359522 358931
359523 358932
359524 358933
359525 358934
359526 358935
377472 377459
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359529 358938
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359532 358941
359533 358942
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359534 358943
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359542 358951
359543 358952
359544 358953
359545 358954
359546 358955
359547 358956
359548 358957
359549 358958
359550 358959
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359552 358961
359553 358962
359554 358963
359555 358964
359556 358965
359557 358966
359558 358967
359559 358968
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359588 358997
359589 358998
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359592 359001
359593 359002
359594 359003
359595 359004
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359602 359011
359608 359017
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359627 359036
359633 356747
359634 356748
359635 356749
359636 356750
359637 356751
359638 356752
359639 356753
359640 356754
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359697 356811
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359745 359042
359758 356841
377475 377474
Page 57
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Criteria Worksheet
Priority Rating
Hierarchy Criterion (0-10) Comment
SUP MOD 3RD CST
1 Sales Force Automation

1.1 Opportunity Management
1.1.1 Pre-configured opportunities home page and data
records
1.1.2 Quick access to recently created, modified, or viewed
opportunity records
1.1.3 Pre-configured opportunity list views (opportunity record
subsets based on user-defined filter variables)
1.1.4 A workflow engine is available to help implement "best
practice" opportunity management activities
1.1.5 Automatic assignment of probability percent of closing
the deal based on the opportu nity "Sales Stage" data
field value
1.1.6 Opportunity data records can be associated with
(hyperlinked to) the campaign records that spawned
them
1.1.7 The total dollar value of an opportunity can be
automatically calculated from associated product records
1.1.8 Multiple opportunity data record "layouts" can be defined

to handle opportunities with different selling processes
and data needs
1.1.9 People (contact data records) and the "roles" they play
in the purchase decision can be associated with
(hyperlinked to) an opportunity data record
1.1.10 Contract documents can be created using predesigned
templates
1.1.11 Automatic creation of opportunity history records
whenever key opportunity data fields are changed
1.1.12 Open and closed (completed) selling activities can be
associated with (hyperlinked to) opportunity records
1.1.13 Free-form note records can be associated with
(hyperlinked to) opportunity records
1.1.14 Documents and files can be associated with (hyperlinked
to) opportunity records
1.1.15 Competitor detail records can be associated with
(hyperlinked to) opportunity records
1.1.16 Competitor detail records can be associated with
(hyperlinked to) the competitor's account and contact
data records
1.1.17 An opportunity record can be associated with
(hyperlinked to) the lead data record that spawned the
opportunity
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1.1.18 "Just-in-time" data capture that prompts the sales person

to collect needed data at appropriate points in the selling
process
1.1.19 Configurable activity "result" codes capture the result of
each sales step
1.1.20 A "primary" contact can be designated for each
opportunity
1.1.21 If the opportunity is "lost" then the competitor who "won"
can be designated
1.1.22 A "primary" competitor can be designated for each
opportunity
1.1.23 Configurable "reason won or lost" codes are used to
analyze why opportunities were "won" or "lost"
1.1.24 Configurable "Sales Stage" data fields are used to track
where each opportunity stands in the sales pipeline
1.1.26 A variety of predesigned opportunity management
reports are available for immediate use
1.1.27 A variety of predesigned sales reports are available for
immediate use
1.1.28 Predesigned opportunity-related analytics (charts and
graphs) and reports that are available
1.1.29 Predesigned sales-related analytics (charts and graphs)
and reports that are available
1.1.30 Products and Services
1.2 Sales Forecasting Management
1.3 Sales Lead Management
1.4 Account and Contact Management
1.5 Activity Management
1.6 Territory Management, Team Selling, and Member
Reassignment
1.7 Contract Management and Creation
1.8 Quotes and Proposals
1.9 Partner Management
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1.10 Sales Process Management

1.11 Project and Team Management
1.12 Internet Sales
2 Marketing Automation
2.1 Campaign Planning
2.1.1 Pre-configured campaign home page and data records
2.1.2 Pre-configured campaign list views (campaign record
subsets based on user-definable filter variables)
2.1.3 Campaign data records can be "cloned" for reuse in
similar campaigns
2.1.4 Budget, organize, and schedule detailed marketing
campaigns down to the task level
2.1.5 Multitiered marketing campaign event management
2.1.6 Users can submit a campaign for approval and
execution
2.1.7 Automatic download of lead enrichment data from a
variety of web sources (e.g., DandB)
2.1.8 Marketing event coordination that tracks each event's
tasks and resource assignments (timetable)
2.1.9 Marketing event expense budgeting and actual cost
tracking (versus budget)
2.1.10 Tools to create a target customer list (from multiple
queries) to support campaigns
2.1.11 Mass export of data for use in executing campaigns
outside of the CRM software
2.1.12 Bulk mail merge process for producing personalized
letters, labels, envelopes, etc. from within the CRM
solution
2.1.13 Automatic generation of required HTML code for use in
web lead capture forms
2.1.14 Document template management uses data record field
codes for personalization
2.1.15 Text e-mail template management uses data record field
codes for personalization
2.1.16 HTML e-mail template management uses data record
field codes for personalization
2.2 Campaign Execution and Management
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2.3 Lead and List Management

2.4 Campaign Management

2.5 Marketing Resource Management
2.6 Collateral and Brand Management
3 Customer Service and Support
3.1 Creating New Cases (Service Requests)
3.1.1 Pre-configured case (service request) home page and
data records
3.1.2 Quick access to recently created, modified, or viewed
case records
3.1.3 Pre-configured case list views (case record subsets
based on user-definable filter variables)
3.1.4 Multiple case data record "layouts" can be defined to
handle cases and service requests with different
processes and data needs
3.1.5 A workflow engine is available to help implement "best
practice" case management activities
3.1.6 A mass e-mail function that can be used to send out
responses to many people encountering the same
problem
3.1.7 Solution records can be associated with (hyperlinked to)
case records
3.1.8 Open and closed (completed) customer service and
support activities can be associated with (hyperlinked to)
case records
3.1.9 Comment and note records can be input into case
records
3.1.10 Comments and notes can be kept private or made
publicly available via the customer self-service portal
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3.1.11 Documents and files can be associated with (hyperlinked

to) case records
3.1.12 A predesigned customer self-service portal is available
that allows customers to find their own solutions using
the published knowledge base or request services and
support over the web
3.1.13 New case records can be created by customers directly
from a form on the company's web site
3.1.14 New case records can be created directly from the
content of MS-Outlook e-mails sent by customers
3.1.15 When a new case record is created via customer input
(using a web form or a self-service portal), an e-mail can
be automatically sent to the customer confirming that a
new case record has been created
3.1.16 A configurable case "status" data field is used to track
the status of each case (e.g., new, escalated, on-hold,
closed, etc.)
3.1.17 Any time a case record is created or updated, a history
record (of the change) is automatically created and
associated with the case
3.1.18 New case records and their status can be automatically
made available to customers via a customer self-service
portal
3.1.19 A variety of predesigned case management reports are
available for immediate use
3.1.20 Predesigned case-related analytics (charts and graphs)
are available for display on dashboards and reports
3.2 Assigning Cases
3.3 Escalating Unresolved Cases
3.4 Solving and Closing Cases
3.5 Creating and Maintaining a Solutions Knowledge
Base
3.6 Customer Self-Service Portal
3.7 E-Mail Response Management
Page 62
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4 Analytics and Reporting
4.1 Analytics
4.1.1 Executive-level analytical interface
4.1.3 Graphical display of a wide variety of charts and graphs
4.1.4 Customer scorecards
4.1.5 Customer key performance indicators (KPI)
4.1.6 Interactive graphic interface
4.1.9 Real-time cross-sell and up-sell recommendations
4.1.10 Data mining capabilities
4.1.11 Customer segmentation
4.1.12 Customer profiling
4.1.13 Text mining capabilities
4.1.15 Analysis of variance
4.1.16 Forecasting capability of resource demands
4.1.17 Forecasts demand for products and services
4.1.18 Web mining
4.1.19 Click stream analysis
4.1.20 Regression analysis
4.1.21 Decision analysis and decision tree display
4.1.22 Multivariate analysis
4.1.23 Psychometric analysis
4.1.24 Categorical data analysis
4.1.25 Survival analysis

4.1.26 Nonparametric analysis
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4.1.27 Cluster analysis

4.1.28 Promotional analysis
4.1.29 Site selection analysis
4.1.31 Predefined queries
4.1.32 An integrated online analytical processing (OLAP)
engine
4.1.33 OLAP data warehouse for consolidation of data from

multiple sources
4.1.34 Built-in customization and programmatic support

4.1.35 Allow delivery of near real-time operational data store
4.2 Reporting

5 Technical Functionality and Support
5.1 Business Functionality
5.1.1 Reporting
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5.1.1.1 100 percent real-time reporting

5.1.1.2 Predefined report templates covering every area of the
CRM solution are available
5.1.1.3 Data filtering can be used to limit the report to only
desired information
5.1.1.4 Custom data fields can be added to predefined report
templates
5.1.1.5 Data columns can be added or removed from predefined
report templates
5.1.1.6 Report data filters can be changed in predefined report
templates
5.1.1.7 Charts and graphs can be added to predefined report
templates
5.1.1.8 Custom reports can be designed from "scratch"
5.1.1.9 Report output can be displayed in graphic and or chart
format
5.1.1.10 Depending on who runs a report, the output is governed
by predefined data record and field level access
5.1.1.11 Two predefined subtotal reports covering two periods of
time can be compared to see visually how things have
changed
5.1.1.12 When designing report templates, users can select the
currency that they want to serve as default currency
5.1.1.13 When running a report that's defined a in foreign
currency, the report totals are displayed in the user's
personal currency
5.1.2 CRM Analytics

5.1.3 Workflow Automation

5.1.4 Document Management
5.1.5 Internationalization
5.1.6 Industry Vertical Module Availability

5.2 Technical Functionality
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5.3 Ongoing CRM Solution Support
5.3.2.7.8 Solve application problems within one working day
Page 66
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Worksheet
FUT NS Comment Description
Page 67
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Partner management is also refered to as partner

relationship management (PRM). A partner is
someone or an entity that works in association
with someone else towards a common goal. PRM
includes different tools and strategies to manage
the communication between companies and their
partners.
Page 68
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Page 69
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The Enterprise Marketing Management (EMM)
Knowledge Base research helps determine
support levels of various systems that help
companies market their services or products
effectively and efficiently. EMM tools help
manage strategic planning and marketing
resources (sometimes referred to as marketing
resource management or MRM). This KB also
covers rule-based techniques, pattern
recognition, and other profiling features.

Page 70
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E-mail response management uses web forms

and rules based routing to manage inbound e-
mails, which may prompt automatic e-mail
confermations and responses. It can further
allow for customer data integration and
reporting.
Page 71
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Analytics applications use complex rule-based
techniques, neural networks, pattern recognition
and other profile settings within peer groups to
identify certain transactions and set thresholds
for what is considered "normal" shopping
behavior.
Decision analysis is a structured way of thinking

about the impact and result a particular decision will
have. A decision tree lists all the possible outcomes
in a graphic, like a flow diagram.
Multivariate analysis refers to a study in which there
are several data, characteristics, or attributes being
considered simultaneously.
Psychometrics is the field of study concerned with
the theory and technique of psychological
measurement, which includes the measurement of
knowledge, abilities, attitudes, and personality traits.
The field is primarily concerned with the study of
differences between individuals.
Categorical data analysis concerns itself with data
that are labels rather than numbers. The label may
describe a classification, category, or it may group
items of interest. For example, the classification of
data concerning the reasons why people bought a
particular product might include categories such as
colour, price, recommendation, etc.
Page 72
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OLAP is an acronym for online analytical processing.

It is an approach used to quickly provide the answer
to complex database queries. It is used in business
reporting for sales, marketing, management
reporting, data mining, and similar areas. Some
people have suggested that an alternative and
perhaps more descriptive term to describe the
concept of OLAP is fast analysis of shared
multidimensional information, or FASMI. For
instance, a user might begin by looking at North
American sales and then drill down on regional
sales, then sales by state, and then sales by major
metro area. Enables a user to view different
perspectives of the same data to facilitate decision-
making.
OLAP is an acronym for online analytical processing.
It is an approach used to quickly provide the answer
to complex database queries. It is used in business
reporting for sales, marketing, management
reporting, data mining, and similar areas. Some
people have suggested that an alternative and
perhaps more descriptive term to describe the
concept of OLAP is fast analysis of shared
multidimensional information, or FASMI. For
instance, a user might begin by looking at North
American sales and then drill down on regional
sales, then sales by state, and then sales by major
metro area. Enables a user to view different
perspectives of the same data to facilitate decision-
making.

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Analytics applications use complex rule-based

techniques, neural networks, pattern recognition,
and other profile settings within peer groups to
identify certain transactions and set thresholds
for what is considered "normal" shopping
behavior.
Workflow automation provides the

comprehensive business process management
(BPM) capabilities needed to automate the long-
lived, multistep business processes common to
all modern companies and their value chains.
Industry vertical models are specialized vertical

modules that provide out-of-the-box functionality,
which matches industry-specific processes.
Page 74
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FactorID MasterModelID
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Page 76
Sheet3
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Sheet3
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Page 78
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Page 84
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Unrated
Supported
Modification
Third Party Support
Customization
Future Release
Not Supported
Page 85
Sheet3
Page 86
Sheet3
Page 87
Sheet3
Page 88
Sheet3
Page 89
Sheet3
Page 90
Sheet3
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Sheet1

Technology Evaluation Centers Inc.

1.1.1.29 Java-based reporting tool

2.1.1 Predictive Modeling Techniques

3.1.9 Suspends or resumes a workflow in process and

4.1.1.9 Automatic updates for slowly changing dimensions

1 Classroom Training Management

This category contains 16 criteria below it.

2.9 Testing and evaluation

5 Course Content/Learning Object Management

5.1.1 Different levels of access for users

5.2 Version control

This category contains 23 criteria below it.

8.1 Access to learning objects

10.3 Profile Management and Progress Tracking

11.1 Internal billing for departments

11.3 Shopping cart

17.1 Technology Overview

17.1.7 Administrator registration

Tools for managing instructor-led classroom training in an enterprise.

The ability to schedule instructors, facilities, equipment and manage

Tools for obtaining manager and budget approvals following a self-

E-mail tools for communication with users of the system--earners,

E-learning management includes tools for cataloguing, launching, and

Can launch courses and track learner progress--course completions,

Tools for the creation and delivery of learning in organizations. These

Virtual classrooms are tools, which enable you to conduct live

A content management system is a software package designed to

Tools which enable communication with instructors and among

Tools for creating, delivering, and administering tests and surveys.

Learning which combines several aspects of classroom and e-

The ability to track employee and corporate competencies as well as

The ability to provide various analytical data to measure the

The system interface and content is or may be localized for specific

Types of support the system vendor provides for implementation,

How is the system implemented, how long does it typically take to

Is training on the use of the system provided by the vendor or by a

This category defines the technical architecture of the product, and

The solution supports messaging protocols.

1 Sales Force Automation

1.1.8 Multiple opportunity data record "layouts" can be defined

1.1.18 "Just-in-time" data capture that prompts the sales person

This category contains 27 criteria below it.

1.10 Sales Process Management

2.3 Lead and List Management

This category contains 49 criteria below it.

This category contains 115 criteria below it.

3.1.11 Documents and files can be associated with (hyperlinked

This category contains 36 criteria below it.

4 Analytics and Reporting

4.1.22 Multivariate analysis

4.1.23 Psychometric analysis

4.1.24 Categorical data analysis

4.1.25 Survival analysis

4.1.27 Cluster analysis

4.1.33 OLAP data warehouse for consolidation of data from

4.1.34 Built-in customization and programmatic support

This category contains 10 criteria below it.

5.1.1.1 100 percent real-time reporting

This category contains 12 criteria below it.

This category contains 134 criteria below it.

This category contains 72 criteria below it.

Partner management is also refered to as partner