Customer Relationship Management Call Center Self Study2 Pack-Part 1

& && &
5 55 5
0 00 0
# ## #
& && &
D DD D
O OO O
O OO O
# ## #
& && &
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
& && &
5 55 5
0 00 0
# ## #
& && &
D DD D
O OO O
O OO O
# ## #
& && &
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
& && &
5 55 5
0 00 0
# ## #
& && &
D DD D
O OO O
O OO O
# ## #
& && &
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
& && &
5 55 5
0 00 0
# ## #
& && &
D DD D
O OO O
O OO O
# ## #
& && &
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
& && &
5 55 5
0 00 0
# ## #
& && &
D DD D
O OO O
O OO O
# ## #
& && &
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
9HUVLRQ#%HWD
7 K L V # L V # W K H # E H W D # U H O H D V H # R I #
W K H # & 5 0 # & D O O # & H Q W H U # 6 H O I #
6 W X G \ 1 # : H # Z R X O G # D S S U H F L 0
D W H # D Q \ # T X H V W L R Q V # R U # F R P 0
P H Q W V 1 # 3 O H D V H # H P D L O # W K H P # W R #
? Z L V H F U P 1 X V ! # Q R # O D W H U # W K D Q #
- X Q H # 5 5 / # 4 < < < 1
&XVWRPHU#5HODWLRQVKLS#0DQDJHPHQW
&DOO#&HQWHU#6HOI#6WXG\#3DFN03DUW#4
5 55 5
$FNQRZOHGJHPHQW
7KH &DOO &HQWHU 6HOI 6WXG\ SDFN LV RQH RI VHYHUDO VHOI VWXG\ SDFNV WKDW IRUP SDUW RI WKH &XV-
WRPHU 5HODWLRQVKLS 0DQDJPHQW WUDLQLQJ SURJUDP MRLQWO\ GHYHORSHG E\ $*6/ DQG :,6(.
7KH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW VXLWH RI SURGXFWV LV PDGH XS RI WKH 0DUNHWLQJ, 6DOHV,
6HUYLFH, &DOO &HQWHU DQG H&RPPHUFH SURGXFW IDPLOLHV. 7KHVH GRFXPHQWV KDYH EHHQ SURGXFHG E\
VWDII IURP $*6/, :,6( DQG 2UDFOH &RQVXOWLQJ DQG ZH DFNQRZOHGJH WKH FRQWULEXWLRQV PDGH E\
WKH IROORZLQJ LQGLYLGXDOV:
5LFKDUG $EUHUD, 0HJDQ $OOHQ, -DQ %RVNHPSHU, $ODQ %XUJKDP, 9LFNL &RQTXHVW, (ULF &RRN,
-HDQQH (WFKHYHUU\, 'DQ +LOO, 0DUN .HQQHG\, .DWK\ .LUN, $PDQGD 0RULQ, 6WDV 5RXPLDQWVHY,
.HYHQ 6FRWW, &ROHWWH 6KLPDEXNX, DQG 0HOLVVD )ODKHUW\ 6Q\GHU
&RS\ULJKW 2UDFOH &RUSRUDWLRQ, 1999. $OO ULJKWV UHVHUYHG.
7KLV GRFXPHQWDWLRQ FRQWDLQV SURSULHWDU\ LQIRUPDWLRQ RI 2UDFOH &RUSRUDWLRQ. ,W LV SURYLGHG XQGHU D OLFHQVH DJUHHPHQW
FRQWDLQLQJ UHVWULFWLRQV RQ XVH DQG GLVFORVUXH DQG LV DOVR SURWHFWHG E\ FRS\ULJKW ODZ. 5HYHUVH HQJLQHHULQJ RI WKH VRIWZDUH
LV SURKLELWHG. ,I WKLV GRFXPHQWDWLRQ LV GHOLYHUHG WR D 8.6. *RYHUQPHQW $JHQF\ RI WKH 'HSDUWPHQW RI 'HIHQVH, WKHQ LW LV
GHOLYHUHG ZLWK 5HVWULFWHG 5LJKWV DQG WKH IROORZLQJ OHJHQG LV DSSOLFDEOH:
5HVWULFWHG#5LJKWV#/HJHQG
8VH, GXSOLFDWLRQ RU GLVFORVXUH E\ WKH JRYHUQPHQW LV VXEMHFW WR UHVWULFWLRQV IRU FRPPHUFLDO FRPSXWHU VRIWZDUH DQG VKDOO
EH GHHPHG WR EH 5HVWULFWHG 5LJKWV VRIWZDUH XQGHU )HGHUDO ODZ, DV VHW IRUWK LQ VXESDUDJUDSK ,F, ,1, ,LL, RI ')$56
252.22-013, 5LJKWV LQ 7HFKQLFDO 'DWD DQG &RPSXWHU 6RIWZDUH ,2FWREHU 1988,.
7KLV PDWHULDO RU DQ\ SRUWLRQ RI LW PD\ QRW EH FRSLHG LQ DQ\ IRUP RU E\ DQ\ PHDQV ZLWKRXW WKH H[SUHVV SULRU ZULWWHQ SHU-
PLVVLRQ RI 2UDFOH &RUSRUDWLRQ. $Q\ RWKHU FRS\LQJ LV D YLRODWLRQ RI FRS\ULJKW ODZ DQG PD\ UHVXOW LQ FLYLO DQG,RU FULPLQDO
SHQDOWLHV.
,I WKLV GRFXPHQWDWLRQ LV GHOLYHUHG WR D 8.6. *RYHUQPHQW $JHQF\ QRW ZLWKLQ WKH 'HSDUWPHQW RI 'HIHQVH, WKHQ LW LV GHOLY-
HUHG ZLWK 5HVWULFWHG 5LJKWV, DV GHILQHG LQ )$5 52.22-14, 5LJKWV LQ 'DWD-*HQHUDO, LQFOXGLQJ $OWHUQDWH ,,, ,-XQH
198,.
7KH LQIRUPDWLRQ LQ WKLV GRFXPHQW LV VXEMHFW WR FKDQJH ZLWKRXW QRWLFH. ,I \RX ILQG DQ\ SUREOHPV LQ WKH GRFXPHQWDWLRQ,
SOHDVH UHSRUW WKHP LQ ZULWLQJ WR :RUOGZLGH ,QWHUQDO 6HUYLFHV (GXFDWLRQ ,:,6(,, 2UDFOH &RUSRUDWLRQ, 500 2UDFOH 3DUN-
ZD\, 5HGZRRG 6KRUHV, &$ 94065. 2UDFOH &RUSRUDWLRQ GRHV QRW ZDUUDQW WKDW WKLV GRFXPHQW LV HUURU-IUHH.
2UDFOH LV D UHJLVWHUHG WUDGHPDUN DQG DOO UHIHUHQFHV WR 2UDFOH SURGXFWV DUH WUDGHPDUNV RU UHJLVWHUHG WUDGHPDUNV RI 2UD-
FOH &RUSRUDWLRQ.
$OO RWKHU SURGXFWV RU FRPSDQ\ QDPHV DUH XVHG IRU LGHQWLILFDWLRQ SXUSRVHV RQO\ DQG PD\ EH WUDGHPDUNV RI WKHLU UHVSHF-
WLYH RZQHUV.
4 44 4
7DEOH#RI#&RQWHQWV
3UHIDFH
,QWURGXFWLRQ
/HDUQHU 2EMHFWLYHV ............................................................................................................13
&DOO &HQWHU 5HFRPPHQGHG .QRZOHGJH,6NLOOV ..............................................................13
&50#2YHUYLHZ
&XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW ......................................................................................1
3URGXFW 'HVFULSWLRQ ..........................................................................................................1
$GGLWLRQDO 5HVRXUFHV IRU ,QIRUPDWLRQ ...........................................................................21
2UDFOH#&DOO#&HQWHU
3URGXFW#)DPLO\#2YHUYLHZ
2UDFOH &DOO &HQWHU 3URGXFW )DPLO\ 2YHUYLHZ .......................................................................2
5HFRPPHQGHG .QRZOHGJH,6NLOOV ...................................................................................2
7HUPV ...................................................................................................................................2
&DOO &HQWHU 3URGXFW )DPLO\ 'HVFULSWLRQ ........................................................................30
&DOO &HQWHU 3URGXFW )DPLO\ ..............................................................................................35
.H\ )HDWXUHV .......................................................................................................................39
%XVLQHVV %HQHILWV ...............................................................................................................40
,QWHJUDWLRQ ..........................................................................................................................42
$SSOLFDWLRQ 5HOHDVH 'LIIHUHQFHV .....................................................................................44
5HVRXUFHV IRU ,QIRUPDWLRQ ...............................................................................................45
5HYLHZ .................................................................................................................................46
&7,#0LGGOHZDUH
&7, 0LGGOHZDUH 2YHUYLHZ .......................................................................................................49
7HUPV ...................................................................................................................................49
&7, 0LGGOHZDUH $SSOLFDWLRQ ...........................................................................................50
.H\ )HDWXUHV .......................................................................................................................51
%XVLQHVV %HQHILWV ...............................................................................................................51
,QWHJUDWLRQ ..........................................................................................................................52
7KH 7HFKQRORJ\ .................................................................................................................53
,PSOHPHQWDWLRQ ..................................................................................................................54
*OREDO &RQVLGHUDWLRQV ......................................................................................................55
7UDQVODWLRQ 3ODQV ................................................................................................................55
5HYLHZ .................................................................................................................................56
5 55 5
2SHQ7HO
2UDFOH 2SHQ7HO ..........................................................................................................................59
7HUPV ...................................................................................................................................59
2UDFOH 2SHQ7HO $SSOLFDWLRQ ............................................................................................62
.H\ )HDWXUHV .......................................................................................................................62
%XVLQHVV %HQHILWV ...............................................................................................................66
,QWHJUDWLRQ 3RLQWV ..............................................................................................................6
7KH 7HFKQRORJ\ .................................................................................................................6
,PSOHPHQWDWLRQ ..................................................................................................................68
*OREDO &RQVLGHUDWLRQV ......................................................................................................69
7UDQVODWLRQ 3ODQV ................................................................................................................69
$GGLWLRQDO 5HVRXUFHV IRU ,QIRUPDWLRQ ...........................................................................0
5HYLHZ .................................................................................................................................1
2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV
2UDFOH 7HOHEXVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV ......................................................................5
7HUPV ...................................................................................................................................5
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV $SSOLFDWLRQ .......................................
.H\ )HDWXUHV .......................................................................................................................8
%XVLQHVV %HQHILWV ...............................................................................................................80
,QWHJUDWLRQ ..........................................................................................................................81
7KH 7HFKQRORJ\ .................................................................................................................82
,PSOHPHQWDWLRQ ..................................................................................................................84
5HYLHZ .................................................................................................................................8
&DPSDLJQ#3OXV
2UDFOH &DPSDLJQ 3OXV ...............................................................................................................91
7HUPV ...................................................................................................................................91
2UDFOH &DPSDLJQ 3OXV $SSOLFDWLRQ .................................................................................95
.H\ )HDWXUHV .......................................................................................................................95
%XVLQHVV %HQHILWV ...............................................................................................................98
,QWHJUDWLRQ ....................................................................................................................... 100
$SSOLFDWLRQ 5HOHDVH 'LIIHUHQFHV .................................................................................. 101
7KH 7HFKQRORJ\ .............................................................................................................. 101
,PSOHPHQWDWLRQ ............................................................................................................... 102
*OREDO &RQVLGHUDWLRQV ................................................................................................... 104
7UDQVODWLRQ 3ODQV ............................................................................................................. 104
5HVRXUFHV IRU ,QIRUPDWLRQ ............................................................................................ 105
5HYLHZ .............................................................................................................................. 106
6 66 6
3UHGLFWLYH
2UDFOH 3UHGLFWLYH ..................................................................................................................... 111
/HDUQHU 2EMHFWLYHV ......................................................................................................... 111
5HFRPPHQGHG .QRZOHGJH,6NLOOV ................................................................................ 111
7HUPV ................................................................................................................................ 111
2UDFOH 3UHGLFWLYH $SSOLFDWLRQ ....................................................................................... 116
.H\ )HDWXUHV .................................................................................................................... 116
%XVLQHVV %HQHILWV ............................................................................................................ 11
,QWHJUDWLRQ 3RLQWV ........................................................................................................... 119
7KH 7HFKQRORJ\ .............................................................................................................. 120
,PSOHPHQWDWLRQ ............................................................................................................... 122
5HYLHZ .............................................................................................................................. 126
&DOO#%OHQGLQJ
2UDFOH &DOO %OHQGLQJ ............................................................................................................... 129
7HUPV ................................................................................................................................ 129
2UDFOH &DOO %OHQGLQJ $SSOLFDWLRQ ................................................................................. 131
.H\ )HDWXUHV .................................................................................................................... 131
%XVLQHVV %HQHILWV ............................................................................................................ 132
,QWHJUDWLRQ ....................................................................................................................... 132
7KH 7HFKQRORJ\ .............................................................................................................. 133
,PSOHPHQWDWLRQ ............................................................................................................... 134
5HYLHZ .............................................................................................................................. 138
,95#,QWHJUDWRU
2UDFOH ,95 ,QWHJUDWRU ............................................................................................................ 141
7HUPV ................................................................................................................................ 141
2UDFOH ,95 ,QWHJUDWRU $SSOLFDWLRQ .............................................................................. 143
.H\ )HDWXUHV .................................................................................................................... 145
%XVLQHVV %HQHILWV ............................................................................................................ 146
,QWHJUDWLRQ ....................................................................................................................... 14
7KH 7HFKQRORJ\ .............................................................................................................. 148
,PSOHPHQWDWLRQ ............................................................................................................... 149
$GGLWLRQDO 5HVRXUFHV IRU ,QIRUPDWLRQ ........................................................................ 150
5HYLHZ .............................................................................................................................. 151
2UDFOH#,QVLJKW
2UDFOH ,QVLJKW .......................................................................................................................... 155
7 77 7
7HUPV ................................................................................................................................ 155
2UDFOH ,QVLJKW $SSOLFDWLRQ ............................................................................................ 156
.H\ )HDWXUHV .................................................................................................................... 158
%XVLQHVV %HQHILWV ............................................................................................................ 160
,QWHJUDWLRQ ....................................................................................................................... 160
7KH 7HFKQRORJ\ .............................................................................................................. 161
,PSOHPHQWDWLRQ ............................................................................................................... 162
5HYLHZ .............................................................................................................................. 166
2UDFOH#)XOILOOPHQW
2UDFOH )XOILOOPHQW ................................................................................................................... 169
7HUPV ................................................................................................................................ 169
2UDFOH )XOILOOPHQW $SSOLFDWLRQ ..................................................................................... 11
.H\ )HDWXUHV .................................................................................................................... 14
%XVLQHVV %HQHILWV ............................................................................................................ 16
,QWHJUDWLRQ ....................................................................................................................... 16
7KH 7HFKQRORJ\ .............................................................................................................. 1
,PSOHPHQWDWLRQ ............................................................................................................... 18
5HYLHZ .............................................................................................................................. 180
7HOHSKRQ\#0DQDJHU
2UDFOH 7HOHSKRQ\ 0DQDJHU ................................................................................................... 183
7HUPV ................................................................................................................................ 183
2UDFOH 7HOHSKRQ\ 0DQDJHU $SSOLFDWLRQ ..................................................................... 185
.H\ )HDWXUHV .................................................................................................................... 185
%XVLQHVV %HQHILWV ............................................................................................................ 190
,QWHJUDWLRQ ....................................................................................................................... 191
7KH 7HFKQRORJ\ .............................................................................................................. 192
,PSOHPHQWDWLRQ ............................................................................................................... 194
5HYLHZ .............................................................................................................................. 200
&DOO#&HQWHU#,QWHOOLJHQFH
2UDFOH &DOO &HQWHU ,QWHOOLJHQFH ............................................................................................. 203
7HUPV ................................................................................................................................ 203
2UDFOH &DOO &HQWHU ,QWHOOLJHQFH $SSOLFDWLRQ ............................................................... 204
.H\ )HDWXUHV .................................................................................................................... 205
%XVLQHVV %HQHILWV ............................................................................................................ 20
,QWHJUDWLRQ ....................................................................................................................... 20
8 88 8
7KH 7HFKQRORJ\ .............................................................................................................. 208
,PSOHPHQWDWLRQ ............................................................................................................... 209
5HYLHZ .............................................................................................................................. 212
6XPPDU\
&DOO &HQWHU 3URGXFW )DPLO\ 6XPPDU\ ................................................................................. 215
7HUPV ................................................................................................................................ 215
%ULQJLQJ WKH &RPSRQHQWV 7RJHWKHU ............................................................................ 21
*ORVVDU\
*ORVVDU\ .................................................................................................................................... 223
9 99 9
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
# ## #
S SS S
U UU U
H HH H
I II I
D DD D
F FF F
H HH H
3UHIDFH
8
&DOO#&HQWHU#3UHIDFH
9
&DOO#&HQWHU#3UHIDFH
7DUJHW#$XGLHQFH# 7DUJHW#$XGLHQFH# 7DUJHW#$XGLHQFH# 7DUJHW#$XGLHQFH#
7KLV FRXUVH RI VWXG\ LV LQWHQGHG IRU LPSOHPHQWDWLRQ &RQVXOWDQWV.
+RZ#7KLV#'RFXPHQW#LV#2UJDQL]HG +RZ#7KLV#'RFXPHQW#LV#2UJDQL]HG +RZ#7KLV#'RFXPHQW#LV#2UJDQL]HG +RZ#7KLV#'RFXPHQW#LV#2UJDQL]HG
7KLV GRFXPHQW LQWURGXFHV WKH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW VXLWH DQG WKH &DOO &HQWHU
SURGXFW IDPLO\. ,W LV EURNHQ XS LQWR WZR SDUWV LQ RUGHU WR H[SHGLWH WKH GRZQORDG. 3OHDVH PDNH
VXUH WR GRZQORDG ERWK ILOHV.
7KHUH LV D JORVVDU\ VHFWLRQ DW WKH HQG RI WKLV JXLGH WKDW SURYLGHV WKH GHILQLWLRQV IRU WHUPV WKDW
DUH XQLTXH WR WKH &DOO &HQWHU SURGXFW IDPLO\.
7KH ILUVW WLPH WKH WHUP LV XVHG, LW LV QRWHG LQ EROG. $W WKH HQG RI WKH GRFXPHQW WKHUH LV D OLVW RI
TXHVWLRQV ZKLFK FDQ EH XVHG WR UHYLHZ WKH LQIRUPDWLRQ SUHVHQWHG LQ WKH GRFXPHQW.
127(: 7KLV GRFXPHQW RQO\ FRYHUV WKH FRUH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW SURGXFWV.
9HUWLFDO VSHFLILF SURGXFWV DUH QRW FRYHUHG DW WKLV WLPH, EXW PD\ EH LQFOXGHG LQ IXWXUH YHUVLRQV RI
WKH GRFXPHQW.
'XUDWLRQ
,W VKRXOG WDNH DSSUR[LPDWHO\ 6-8 KRXUV WR FRPSOHWH VWXG\LQJ WKLV GRFXPHQW.
10
&DOO#&HQWHU#3UHIDFH
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
# ## #
L LL L
Q QQ Q
W WW W
U UU U
R RR R
G GG G
X XX X
F FF F
W WW W
L LL L
R RR R
Q QQ Q
,QWURGXFWLRQ
12
,QWURGXFWLRQ
13
,QWURGXFWLRQ
/HDUQHU#2EMHFWLYHV
$IWHU FRPSOHWLQJ WKLV FRXUVH, WKH VWXGHQW VKRXOG EH DEOH WR:
1. 1DPH DQG GHVFULEH WKH SURGXFWV WKDW PDNH XS WKH &50 VXLWH.
2. 'HVFULEH WKH SURGXFWV WKDW PDNH XS WKH &DOO &HQWHU SURGXFW IDPLO\.
3. /LVW WKH PDMRU IHDWXUHV,IXQFWLRQV RI WKH &DOO &HQWHU SURGXFW IDPLO\.
4. /LVW WKH EXVLQHVV EHQHILWV RI WKH &DOO &HQWHU SURGXFW IDPLO\.
5. ,GHQWLI\ DQG OLVW WKH IXQFWLRQDOLW\ RI WKH &DOO &HQWHU SURGXFW IDPLO\ LQ HDFK UHOHDVH.
6. /LVW WKH LQWHJUDWLRQ SRLQWV RI WKH &DOO &HQWHU SURGXFW IDPLO\ ZLWK WKH RWKHU &50 DQG
(QWHUSULVH DSSOLFDWLRQV.
. ,GHQWLI\ DQG OLVW WKH PRVW UHFHQW FKDQJHV LQ WKH XQGHUO\LQJ VWUXFWXUHV DQG SURFHVVLQJ RI WKH
&DOO &HQWHU SURGXFW IDPLO\.
8. ,GHQWLI\ DQG OLVW WKH JOREDO FRQVLGHUDWLRQV IRU 0XOWLOLQJXDO VXSSRUW, 0XOWL-&XUUHQF\ 6XS-
SRUW, DQG 0XOWL-2UJ 6XSSRUW, LI DQ\, RI WKH &DOO &HQWHU SURGXFW IDPLO\.
9. 5HODWH WKH WUDQVODWLRQ SODQV IRU WKH &DOO &HQWHU SURGXFW IDPLO\.
10. ,GHQWLI\ DQG OLVW WKH LQVWDOODWLRQ VWHSV UHTXLUHG IRU WKH &DOO &HQWHU SURGXFW IDPLO\.
11. ,GHQWLI\ DQG OLVW WKH VHWXS VWHSV UHTXLUHG IRU WKH &DOO &HQWHU SURGXFW IDPLO\.
12. ([SODLQ DQ\ GHSHQGHQFLHV RU UHTXLUHPHQWV IRU WKH VHWXS VWHSV RI WKH &DOO &HQWHU SURGXFW
IDPLO\.
13. /LVW WKH PLJUDWLRQ VWHSV IURP ROGHU YHUVLRQV WR WKH FXUUHQW UHOHDVH IRU WKH &DOO &HQWHU SURG-
XFW IDPLO\.
14. /LVW WKH DYDLODEOH VXSSRUWLQJ PDWHULDOV IRU WKH &DOO &HQWHU SURGXFW IDPLO\.
&DOO#&HQWHU#5HFRPPHQGHG#.QRZOHGJH26NLOOV
7KHUH DUH QR SUHUHTXLVLWHV WR WDNH WKLV FRXUVH. +RZHYHU, LQ RUGHU WR EHWWHU XQGHUVWDQG WKH
PDWHULDOV LQ WKLV FRXUVH DQG LPSOHPHQW WKH &DOO &HQWHU SURGXFW IDPLO\, NQRZOHGJH LQ WKH IROORZ-
LQJ IXQFWLRQDO DQG WHFKQLFDO DUHDV LV UHFRPPHQGHG.
)DPLOLDULW\ ZLWK:
2UDFOHV &OLHQW,6HUYHU DSSOLFDWLRQV XVHU LQWHUIDFH DQG FRQFHSWV
&DOO &HQWHU RSHUDWLRQV DQG PDQDJHPHQW
7HOHFRPPXQLFDWLRQV WKHRULHV DQG FRQFHSW, DV ZHOO DV WHOHFRPPXQLFDWLRQV HTXLSPHQW DQG
VXSSOLHUV
14
,QWURGXFWLRQ
.QRZOHGJH RI WKH IXQFWLRQDOLW\ RI:
7KH DUHDV ZLWKLQ 2UDFOH 7HOH6DOHV ,5HOHDVH 3L, ZLWK ZKLFK 2UDFOH 7HOHSKRQ\ 0DQDJHU LQWH-
JUDWHV
7KH DUHDV ZLWKLQ 2UDFOH +XPDQ 5HVRXUFHV ZLWK ZKLFK 2UDFOH 7HOHSKRQ\ 0DQDJHU LQWH-
JUDWHV
7KH 2UDFOH &XVWRPHU &DUH ,5HOHDVH 3L, ZLWK ZKLFK 2UDFOH 7HOHSKRQ\ 0DQDJHU LQWHJUDWHV
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
U UU U
P PP P
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
&50#2YHUYLHZ
16
&50#2YHUYLHZ
17
&50#2YHYLHZ
&86720(5#5(/$7,216+,3#0$1$*(0(17# &86720(5#5(/$7,216+,3#0$1$*(0(17# &86720(5#5(/$7,216+,3#0$1$*(0(17# &86720(5#5(/$7,216+,3#0$1$*(0(17#
3URGXFW#'HVFULSWLRQ 3URGXFW#'HVFULSWLRQ 3URGXFW#'HVFULSWLRQ 3URGXFW#'HVFULSWLRQ
7KH 2UDFOH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW ,&50, VXLWH RI SURGXFWV SURYLGHV LQWHJUDWHG
FXVWRPHU UHODWLRQVKLS PDQDJHPHQW VRIWZDUH LQ WKH IROORZLQJ DUHDV:
0DUNHWLQJ
6DOHV
6HUYLFH
&DOO &HQWHU
(OHFWURQLF &RPPHUFH ,H&RPPHUFH,
2UDFOH LV WKH RQO\ YHQGRU WR RIIHU DQ LQWHJUDWHG VROXWLRQ WKDW SURYLGHV D 360-GHJUHH YLHZ RI DOO
FXVWRPHU LQWHUDFWLRQV, ZKHWKHU WKH\ RFFXU WKURXJK GLUHFW VDOHV FRQWDFW ZLWK PRELOH DSSOLFD-
WLRQV, FXVWRPHU DFFHVV RYHU WKH :HE, WKURXJK D FDOO FHQWHU, RU LQGLUHFWO\ WKURXJK SDUWQHU FKDQ-
QHOV.
2UDFOH'V &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW VXLWH RI SURGXFWV VXSSRUWV D FRPSOHWHO\ FORVHG-
ORRS FXVWRPHU PDQDJHPHQW EXVLQHVV SURFHVV, DV VKRZQ LQ WKH ILJXUH EHORZ, IURP FDPSDLJQ
PDQDJHPHQW, GHPDQG JHQHUDWLRQ, OHDG PDQDJHPHQW, RSSRUWXQLW\ PDQDJHPHQW, RUGHU PDQDJH-
PHQW, FRQWUDFWV, DQG RQ-JRLQJ FXVWRPHU VHUYLFH PDQDJHPHQW ZLWK WLJKW LQWHJUDWLRQ LQWR 2UD-
FOH'V (QWHUSULVH DSSOLFDWLRQV.
&DPSDLJQV &DPSDLJQV &DPSDLJQV &DPSDLJQV
,QWHUQHW#0DUNHWLQJ ,QWHUQHW#0DUNHWLQJ ,QWHUQHW#0DUNHWLQJ ,QWHUQHW#0DUNHWLQJ 7UDGLWLRQDO 7UDGLWLRQDO 7UDGLWLRQDO 7UDGLWLRQDO 7HOHPDUNHWLQJ 7HOHPDUNHWLQJ 7HOHPDUNHWLQJ 7HOHPDUNHWLQJ
5HVSRQVH#0DQDJHPHQW 5HVSRQVH#0DQDJHPHQW 5HVSRQVH#0DQDJHPHQW 5HVSRQVH#0DQDJHPHQW
4XDOLILFDWLRQ 4XDOLILFDWLRQ 4XDOLILFDWLRQ 4XDOLILFDWLRQ
/HDG#0DQDJHPHQW /HDG#0DQDJHPHQW /HDG#0DQDJHPHQW /HDG#0DQDJHPHQW
$FWLYLW\#0DQDJHPHQW $FWLYLW\#0DQDJHPHQW $FWLYLW\#0DQDJHPHQW $FWLYLW\#0DQDJHPHQW )XOILOOPHQW )XOILOOPHQW )XOILOOPHQW )XOILOOPHQW
2SSRUWXQLW\#0DQDJHPHQW 2SSRUWXQLW\#0DQDJHPHQW 2SSRUWXQLW\#0DQDJHPHQW 2SSRUWXQLW\#0DQDJHPHQW
)RUHFDVWLQJ )RUHFDVWLQJ )RUHFDVWLQJ )RUHFDVWLQJ
4XRWHV 4XRWHV 4XRWHV 4XRWHV
2UGHU 2UGHU 2UGHU 2UGHU
6HUYLFH#0DQDJHPHQW 6HUYLFH#0DQDJHPHQW 6HUYLFH#0DQDJHPHQW 6HUYLFH#0DQDJHPHQW
18
&50#2YHUYLHZ
7R VDWLVI\ WKLV EXVLQHVV SURFHVV, 2UDFOHV &50 VXLWH RI SURGXFWV FDQ EH EURNHQ LQWR ILYH SURG-
XFW IDPLOLHV: 6DOHV, 0DUNHWLQJ, 6HUYLFH, &DOO &HQWHU, DQG H&RPPHUFH
6DOHV
7KH DSSOLFDWLRQV LQ WKH 6DOHV SURGXFW IDPLO\ RIIHU FRPSDQLHV D FRPSUHKHQVLYH VROXWLRQ IRU
PDQDJLQJ VDOHV DFWLYLWLHV WKURXJKRXW WKH VDOHV F\FOH IURP TXRWLQJ WR RUGHULQJ WR SD\LQJ FRP-
SHQVDWLRQ. 7KH 6DOHV SURGXFW IDPLO\, LQ 5HOHDVH 3L/ LQFOXGHV:
2UDFOH 6DOHV
2UDFOH )LHOG 6DOHV 2QOLQH
2UDFOH 0RELOH )LHOG 6DOHV
2UDFOH )LHOG 6DOHV, 3DOP 'HYLFHV ,LQWURGXFHG LQ 3L,
2UDFOH 6DOHV &RPSHQVDWLRQ
2UDFOH 7HOHVDOHV ,LQWURGXFHG LQ 3L,
0DUNHWLQJ
7KH DSSOLFDWLRQV LQ WKH 0DUNHWLQJ SURGXFW IDPLO\ OHYHUDJH OHDGLQJ WHFKQRORJLHV WR KHOS JOREDO
FRPSDQLHV ZLQ DQG UHWDLQ SURILWDEOH FXVWRPHUV WKURXJK WDUJHWHG, FORVHG-ORRS PDUNHWLQJ HIIRUWV.
7KH 0DUNHWLQJ SURGXFW IDPLO\, LQ ERWK 5HOHDVH 3.0 DQG 5HOHDVH 3L/#LQFOXGHV WKH 2UDFOH 0DUNHW-
LQJ DSSOLFDWLRQ, DV ZHOO DV LQWHJUDWLRQ ZLWK RQH RI 2UDFOHV &$, SDUWQHUV, $QQXQFLR 6RIWZDUHV,
$QQXQFLR /LYH DSSOLFDWLRQ.
6HUYLFH
7KH DSSOLFDWLRQV LQ WKH 6HUYLFH SURGXFW IDPLO\ SURYLGH WKH EUHDGWK RI IXQFWLRQDOLW\ QHHGHG WR
VXFFHHG LQ WKH FRPSHWLWLYH VXSSRUW, ILHOG VHUYLFH DQG GHSRW UHSDLU EXVLQHVV. )XOO EXVLQHVV SUR-
FHVV PDQDJHPHQW LV SURYLGHG ZLWK IXQFWLRQDOLW\ LQ VXSSRUW, VFKHGXOLQJ DQG GLVSDWFKLQJ, VSDUH
SDUWV, ORJLVWLFV, VHUYLFH ELOOLQJ DQG PRELOH ILHOG VHUYLFH, DV ZHOO DV LQ FRQWUDFWV IURP WKH 2UDFOH
&RQWUDFWV DSSOLFDWLRQ. 5RXQGLQJ RXW WKH RIIHULQJ, FXVWRPHU FDUH IXQFWLRQDOLW\ SURYLGHV IXOO
DFFHVV WR FXVWRPHU LQIRUPDWLRQ, L.H., IURP HDFK LQWHUDFWLRQ RI WKH FXVWRPHU ZLWK WKH RWKHU &50
DQG (QWHUSULVH DSSOLFDWLRQV, LQFOXGHV HDFK FXVWRPHU, FXVWRPHU FDUH DJHQW RU RWKHU HPSOR\HH
ZKR LQWHUDFWV ZLWK WKH FXVWRPHU. 7KH 6HUYLFH SURGXFW IDPLO\, LQ 5HOHDVH 3L/#LQFOXGHV:
2UDFOH 6HUYLFH
2UDFOH &RQWUDFWV
2UDFOH 0RELOH )LHOG 6HUYLFH ,3L,
2UDFOH &XVWRPHU &DUH ,3L,
19
&50#2YHYLHZ
&DOO#&HQWHU
7KH DSSOLFDWLRQV LQ WKH &DOO &HQWHU SURGXFW IDPLO\ VXSSRUW WKH RSHUDWLRQ RI LQERXQG, RXWERXQG
DQG EOHQGHG FDOO FHQWHUV. 7KH &DOO &HQWHU SURGXFW IDPLO\, LQ 5HOHDVH 3L/ LQFOXGHV:
2UDFOH 7HOHSKRQ\ 0DQDJHU
2UDFOH 0LGGOHZDUH ,LQWURGXFHG LQ 3L,
2UDFOH )XOILOOPHQW ,LQWURGXFHG LQ 3L,
2UDFOH ,95 ,QWHJUDWRU ,LQWURGXFHG LQ 3L,
2UDFOH &DPSDLJQ 3OXV ,LQWURGXFHG LQ 3L,
2UDFOH 2SHQ7HO ,LQWURGXFHG LQ 3L,
2UDFOH 7HOHEXVLQHVV IRU 7HOFR,8WLOLWLHV ,FXUUHQWO\ D SURGXFW LQ WKH 7HOFR,8WLOLWLHV
SURGXFW RIIHULQJ,
2UDFOH ,QVLJKW ,LQWURGXFHG LQ 3L,
2UDFOH 3UHGLFWLYH ,LQWURGXFHG LQ 3L,
2UDFOH &DOO %OHQGLQJ ,LQWURGXFHG LQ 3L,
2UDFOH &DOO &HQWHU ,QWHOOLJHQFH ,LQWURGXFHG LQ 3L,
(OHFWURQLF#&RPPHUFH
7KH SURGXFWV LQ WKH (OHFWURQLF &RPPHUFH SURGXFW IDPLO\ HQDEOH EXVLQHVVHV WR H[WHQG WKHLU
VDOHV DQG VXSSRUW FKDQQHOV WR WKH :HE, EULQJ SURGXFWV WR PDUNHW IDVWHU DQG JDLQ XQOLPLWHG FXV-
WRPHU UHDFK. 2UDFOH L0DUNHWLQJ DQG 2UDFOH :HE &XVWRPHUV SURYLGH HQG-WR-HQG HOHFWURQLF FRP-
PHUFH DQG VHOI-VHUYLFH FXVWRPHU FDUH VROXWLRQV WKDW DUH IXOO\ LQWHJUDWHG ZLWK RWKHU 2UDFOH &50
DQG (QWHUSULVH DSSOLFDWLRQV. 2UDFOH L6WRUH, 2UDFOH L6XSSRUW DQG 2UDFOH :HE &XVWRPHUV FRPSOH-
PHQW VDOHV DQG FXVWRPHU FDUH WKURXJK WKH VDOHV IRUFH DQG FDOO FHQWHU. 2UDFOH L%LOO DQG 3D\ RIIHUV
DQ RSHQ VWDQGDUGV-EDVHG, UREXVW, HQWHUSULVH-FDOLEHU HOHFWURQLF ELOO SUHVHQWPHQW DQG SD\PHQW
VROXWLRQ IRU EXVLQHVVHV WKDW ZDQW WR SURYLGH RQOLQH ELOOLQJ VHUYLFHV WR WKHLU FXVWRPHUV. L3D\PHQW
HQDEOHV ,QWHUQHW DQG FOLHQW VHUYHU FRPPHUFH DSSOLFDWLRQV WR DFFHSW, URXWH DQG SURFHVV PXOWLSOH,
VLPXOWDQHRXV HOHFWURQLF SD\PHQWV YLD D YDULHW\ RI EXQGOHG RU RWKHU SD\PHQW SURFHVVLQJ V\VWHPV.
%\ SURYLGLQJ D PHDQV RI XQDVVLVWHG VHOOLQJ WRJHWKHU ZLWK ZHE-EDVHG FXVWRPHU FDUH, WKH SURGXFW
IDPLO\ DGGUHVVHV WKH QHHGV RI EXVLQHVVHV WKDW ZLVK WR VHOO GLUHFWO\ WR D EXVLQHVV FXVWRPHU, SDUW-
QHU RU FRQVXPHU RYHU WKH ZHE. 7KH (OHFWURQLF &RPPHUFH SURGXFW IDPLO\, LQ 5HOHDVH 3L,
LQFOXGHV:
2UDFOH :HE &XVWRPHUV ,LQWURGXFHG LQ 3L,
L0DUNHWLQJ ,LQWURGXFHG LQ 3L,
L6WRUH ,LQWURGXFHG LQ 3L,
20
&50#2YHUYLHZ
L6XSSRUW ,LQWURGXFHG LQ 3L,
L%LOO DQG 3D\ ,LQWURGXFHG LQ 3L,
L3D\PHQW ,LQWURGXFHG LQ 3L,
7KH &50 VXLWH RI SURGXFWV, ZKHQ LQWHJUDWHG ZLWK 2UDFOHV (QWHUSULVH VXLWH RI SURGXFWV, RIIHUV
FXVWRPHUV D FRPSOHWH PDUNHWLQJ, VDOHV, SURFHVVLQJ DQG VHUYLFH VROXWLRQ. $OO DVSHFWV RI FRP-
SDQ\ EXVLQHVV LV FRYHUHG: PDUNHWLQJ, VDOHV, EDFN-HQG SURFHVVLQJ, VXFK DV RUGHULQJ, SXUFKDVLQJ,
DQG VKLSSLQJ, WKURXJK PDQ\ GLIIHUHQW PHFKDQLVPV, VXFK DV FDOO FHQWHUV, PRELOH DJHQWV RU WKH
:HE. 7KH SURGXFW IDPLOLHV WKDW PDNH XS WKH &50 VXLWH DQG ZKHUH WKH\ ILW LQWR WKH SURFHVV DUH
VKRZQ LQ WKH GLDJUDP EHORZ.
21
&50#2YHYLHZ
$GGLWLRQDO#5HVRXUFHV#IRU#,QIRUPDWLRQ $GGLWLRQDO#5HVRXUFHV#IRU#,QIRUPDWLRQ $GGLWLRQDO#5HVRXUFHV#IRU#,QIRUPDWLRQ $GGLWLRQDO#5HVRXUFHV#IRU#,QIRUPDWLRQ
)RU KLJK OHYHO LQIRUPDWLRQ UHJDUGLQJ WKH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW VXLWH RI SURGXFWV,
UHIHU WR WKH IROORZLQJ ZHE VLWHV:
2UDFOH 3URGXFWV 2QOLQH ZHE VLWH KWWS:,,SURGXFWV.XV.RUDFOH.FRP ,VHOHFW &XVWRPHU
5HODWLRQVKLS 0DQDJHPHQW,
&XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW ZHE VLWH KWWS:,,FUP.XV.RUDFOH.FRP
$SSOLFDWLRQ *OREDO 6HUYLFH /LQH ,$*6/, ZHE VLWH KWWS:,,DJVO.XV.RUDFOH.FRP ,VHOHFW
3URGXFWV, &XVWRPHU 0JPW,
)RU DQ LQWURGXFWLRQ WR WKH &50 5HOHDVH 3.0 DSSOLFDWLRQV, JR WR WKH $*6/ ZHE VLWH
KWWS:,,DJVO.XV.RUDFOH.FRP ,VHOHFW 3URGXFWV, &XVWRPHU 0JPW, 'HPRV, DQG ORJ LQWR WKH
&50 5HOHDVH 3.0 GHPR GDWDEDVH. ,QVWUXFWLRQV IRU ORJJLQJ LQ DUH DYDLODEOH IURP WKLV VLWH.
&50 6DOHV &RQVXOWDQW 6:$7 WHDP ZHE VLWH KWWS:,,VIDVZDW.XV.RUDFOH.FRP. 7KLV ZHE
VLWH LQFOXGHV LQIRUPDWLRQ RQ FXVWRPHU UHIHUHQFLELOLW\, 6& WHFKQLFDO LQIRUPDWLRQ DQG
6DOHV 'HPR LQIRUPDWLRQ.
$GGLWLRQDOO\, QXPHURXV GRFXPHQWV DUH DYDLODEOH IRU HDFK SURGXFW IDPLO\ DQG WKHLU DSSOLFDWLRQV
ZLWKLQ WKH &50 VXLWH. 5HIHU WR WKH $GGLWLRQDO 5HVRXUFHV VHFWLRQ RI HDFK SURGXFW IDPLO\ IRU D
GHWDLOHG OLVW RI ZKDW GRFXPHQWDWLRQ LV DYDLODEOH.
7KH W\SHV RI GRFXPHQWV DUH:
1DPH 'HVFULSWLRQ
8VHUV *XLGH $ XVHUV JXLGH GHVFULEHV WKH IHDWXUHV DQG IXQFWLRQV RI DQ
DSSOLFDWLRQ, KRZ WR XVH LW DQG KRZ WR VHW LW XS. 7KH XVHUV
JXLGH LQFOXGHV:
2YHUYLHZ RI WKH DSSOLFDWLRQ
'HWDLOHG IHDWXUH,IXQFWLRQ GHVFULSWLRQV
6WHS E\ VWHS LQVWUXFWLRQV WR XVH WKH IHDWXUH,IXQFWLRQ
5HSRUW GHVFULSWLRQ DQG XVDJH
6HWXS VWHS GHWDLOV
22
&50#2YHUYLHZ
,QVWDOODWLRQ *XLGH $Q LQVWDOODWLRQ JXLGH GHVFULEHV KRZ WR LQVWDOO WKH DSSOLFD-
WLRQ. ,W LV LQWHQGHG IRU V\VWHP DGPLQLVWUDWRUV RU RWKHU SHU-
VRQV ZKR SODQ DQG PDLQWDLQ DSSOLFDWLRQV DQG GDWDEDVHV. 7KH
LQVWDOO JXLGH LQFOXGHV:
+DUGZDUH DQG VRIWZDUH UHTXLUHPHQWV
3UH-LQVWDOODWLRQ VWHSV
$Q ,QVWDOODWLRQ :RUNVKHHW
8SJUDGH VSHFLILFDWLRQV
'HVFULSWLRQ RI DSSOLFDWLRQ SURILOH RSWLRQV
7HFKQLFDO 5HIHUHQFH 0DQXDO $ WHFKQLFDO UHIHUHQFH PDQXDO ,750, GHVFULEHV WKH GDWDPRG-
HOV RI DQ DSSOLFDWLRQ. 7KH 750 LQFOXGHV,
$UFKLWHFWXUH 2YHUYLHZ-JLYHV D GHVFULSWLRQ RI WKH IXQF-
WLRQDO DUFKLWHFWXUH UHTXLUHG WR UXQ WKH YDULRXV DSSOLFD-
WLRQV.
'HWDLOHG 'HVLJQ-FRQWDLQV D GHWDLOHG GHVFULSWLRQ RI WKH
GDWDEDVH GHVLJQ LQFOXGLQJ LQIRUPDWLRQ DERXW HDFK
GDWDEDVH WDEOH DQG YLHZ QHHGHG IRU FXVWRP UHSRUWLQJ
RU RWKHU GDWD UHTXLUHPHQWV.
$GGLWLRQDO 0RGXOHV-FRQWDLQV D OLVW RI WKH H[WUD UXQ
WLPH ILOHV UHTXLUHG LQ DGGLWLRQ WR WKRVH VXSSOLHG E\ WKH
FXUUHQW EDVH UHOHDVH RI WKH DSSOLFDWLRQV.
3URGXFW 8SGDWH 1RWHV 3URGXFW 8SGDWH 1RWHV OLVW QHZ IHDWXUHV DGGHG WR DQ DSSOLFD-
WLRQ EHWZHHQ UHOHDVHV DQG GHVFULEH WKH FKDQJHV PDGH WR
PRGXOHV ,IHDWXUHV,, GDWDEDVH REMHFWV, VHHG GDWD DQG SURILOH
RSWLRQV.
,PSOHPHQWDWLRQ *XLGH ,PSOHPHQWDWLRQ *XLGHV OLVW WKH VWHSV WR LPSOHPHQW DQ DSSOL-
FDWLRQ VXFFHVVIXOO\. 7KH GRFXPHQW ZLOO XVXDOO\ UHIHU WR WKH
XVHU JXLGH RU LQVWDOODWLRQ JXLGH IRU WKDW DSSOLFDWLRQ, DV
QHHGHG, IRU DGGLWLRQDO GHWDLO.
$GPLQLVWUDWLRQ *XLGH $Q DGPLQLVWUDWLRQ JXLGH GHVFULEHV WKH IHDWXUHV DQG IXQF-
WLRQV RI DQ DSSOLFDWLRQ QHHGHG WR VHWXS DQG PDLQWDLQ LQIRU-
PDWLRQ LQ DSSOLFDWLRQV XVHG RQO\ IRU DGPLQLVWUDWLRQ.
([DPSOHV RI WKLV LQ WKH &50 VXLWH DUH 2UDFOH 6DOHV DQG
2UDFOH 7HOHSKRQ\ 0DQDJHU.
1DPH 'HVFULSWLRQ
23
&50#2YHYLHZ
7KH VWDQGDUGV IRU GRFXPHQWDWLRQ IRU WKH &50 VXLWH DUH FXUUHQWO\ EHLQJ IRUPDOL]HG. 7KH DERYH
LV D JXLGHOLQH IRU ZKDW \RX VKRXOG ILQG LQ HDFK GRFXPHQW W\SH.
24
&50#2YHUYLHZ
F FF F
D DD D
O OO O
O OO O
# ## #
F FF F
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
D DD D
O OO O
O OO O
# ## #
F FF F
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
D DD D
O OO O
O OO O
# ## #
F FF F
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
# ## #
F FF F
D DD D
O OO O
O OO O
# ## #
F FF F
H HH H
Q QQ Q
W WW W
H HH H
U UU U
# ## #
R RR R
Y YY Y
H HH H
U UU U
Y YY Y
L LL L
H HH H
Z ZZ Z
2UDFOH#&DOO#&HQWHU
3URGXFW#)DPLO\#2YHUYLHZ
26
&DOO#&HQWHU#2YHUYLHZ
27
25$&/(#&$//#&(17(5#352'8&7#)$0,/<#29(59,(:
/HDUQHU#2EMHFWLYHV
7KLV VHFWLRQ RI WKH SUH-VWXG\ FRXUVH LV GHVLJQHG WR SURYLGH WKH OHDUQHU ZLWK DQ RYHUYLHZ RI D
FDOO FHQWHU DQG DQ LQWURGXFWLRQ WR 2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ DQG LWV DVVRFLDWHG DSSOL-
FDWLRQV ZLWKLQ WKH FDOO FHQWHU HQYLURQPHQW. 8SRQ FRPSOHWLRQ RI WKLV VHFWLRQ WKH OHDUQHU ZLOO EH
DEOH WR:
'HILQH D &DOO &HQWHU DV D EXVLQHVV XQLW.
'HILQH &RPSXWHU 7HOHSKRQ\ ,QWHJUDWLRQ DQG LWV UHOHYDQFH WR WKH &DOO &HQWHU SURGXFW IDP-
LO\.
([SODLQ WKH FRPSRQHQWV RI WKH &DOO &HQWHU SURGXFW IDPLO\ DQG WKHLU IXQFWLRQDOLW\.
([SODLQ WKH VROXWLRQV RIIHUHG E\ WKH &DOO &HQWHU SURGXFW IDPLO\.
([SODLQ WKH GLIIHUHQFHV EHWZHHQ ,QERXQG DQG 2XWERXQG FDOO HQYLURQPHQWV.
5HFRPPHQGHG#.QRZOHGJH26NLOOV
)DPLOLDULW\ ZLWK :LQGRZV 95,17 2SHUDWLQJ 6\VWHPV.
)DPLOLDULW\ ZLWK WHOHFRPPXQLFDWLRQ HTXLSPHQW ,L.H., 3%;V, $&'V, ,95V, HWF.,, 3%; VXSSOL-
HUV ,L.H., /XFHQW, 1RUWHO, $VSHFW, HWF., DQG WHOHFRPPXQLFDWLRQ WKHRULHV DQG FRQFHSWV.
2SWLPDOO\, WKH FRQVXOWDQW ZLOO KDYH D EDFNJURXQG LQ FDOO FHQWHU RSHUDWLRQV DQG PDQDJHPHQW.
7HUPV
$&'#4XHXH$&' 4XHXHV DUH WKH SRLQWV RU DUHDV ZLWKLQ WKH 3%; ZKHUH LQERXQG FDOOV DUH
KHOG LQ ZDLWLQJ, IRU GLVWULEXWLRQ WR WKH DSSURSULDWH DJHQWV. :KHQ D FDOO HQWHUV WKH FDOO FHQWHU LW LV
W\SLFDOO\ URXWHG WR DQ $&' E\ WKH 3%;. $&'V DUH RSWLRQDO VRIWZDUH FRPSRQHQWV DYDLODEOH RQ D
3%;. :KLOH DOPRVW DOO LQERXQG FDOO FHQWHUV XWLOL]H $&' TXHXHV, RXWERXQG FDOO FHQWHUV WKDW GR
QRW UHFHLYH LQERXQG FDOOV GR QRW UHTXLUH WKHP. )RU H[DPSOH, ZKHQ \RX FDOO D EDQN DQG \RX KDYH
WR ZDLW DQG OLVWHQ WR D PHVVDJH DQG,RU PXVLF IRU DZKLOH EHIRUH DQ DJHQW DQVZHUV \RXU FDOO, WKDW
LV DQ H[DPSOH RI DQ $&' TXHXH. ,W LV GLIIHUHQW WKDQ EHLQJ SODFHG RQ KROG. :KHQ \RX DUH SODFHG
RQ KROG \RX DUH VWLOO FRQQHFWHG WR WKDW DJHQWV SKRQH, L.H., \RX DUH WDNLQJ XS D SK\VLFDO H[WHQVLRQ
RQ WKHLU SKRQH, \RXU OLQH KDV MXVW EHHQ SXW LQ D GLIIHUHQW VWDWH. ,Q DQ $&' TXHXH \RX DUH QRW
FRQQHFWHG WR DQ\ VSHFLILF H[WHQVLRQ RU SHUVRQ.
28
$SSOLFDWLRQ#3URJUDP#,QWHUIDFH#+$3,,7KLV LV WKH LQWHUIDFH ZKLFK DOORZV FRPPXQLFDWLRQ
EHWZHHQ DSSOLFDWLRQV ,L.H., EHWZHHQ 2UDFOH 2SHQ7HO DQG YDULRXV#3%; HTXLSPHQW,. ,W LV EDVL-
FDOO\ D VHW RI KRRNV WKDW DOORZV SURJUDPPHUV WR WDNH DGYDQWDJH RI YDULRXV IHDWXUHV.
$XWRPDWLF#&DOO#'LVWULEXWRU#+$&',$ VSHFLDOL]HG WHOHSKRQH VZLWFKLQJ V\VWHP WKDW SULPDULO\
KDQGOHV ODUJH YROXPHV RI LQFRPLQJ FDOOV. 7KH $&' GLVWULEXWHV FDOOV WR DJHQWV EDVHG RQ SUHGHWHU-
PLQHG URXWLQJ SODQV. 7KH\ FDQ DOVR EH XVHG WR PDQDJH FDOO FHQWHUV ZLWK D KLJK YROXPH RI
LQERXQG FDOOV E\ URXWLQJ WKH FDOOV DQG SURYLGLQJ GHWDLOHG UHSRUWV RQ XVDJH.
$XWRPDWLF#1XPEHU#,GHQWLILFDWLRQ#+$1,,7KLV LV WKH SKRQH QXPEHU RI D SHUVRQ ZKR SODFHV
D FDOO. :KHQ \RX XVH WKH &DOOHU ,' IXQFWLRQ, WKH QXPEHU GLVSOD\HG LV WKH $1,. $OORZV FDOO FHQ-
WHUV WR EULQJ XS WKH DSSURSULDWH VFUHHQ IRU HDFK LQFRPLQJ FDOO EDVHG RQ WKH QXPEHU IURP ZKLFK
WKH FDOO ZDV GLDOHG. :KHQ D FXVWRPHU FDOOV LQWR D FDOO FHQWHU WR RUGHU IURP D FDWDORJ, WKH FRP-
SXWHU ORRNV XS WKH FDOOHUV WHOHSKRQH QXPEHU LQ LWV GDWDEDVH DQG LGHQWLILHV WKH FDOOHU RU WKH
UHJLRQ IURP ZKLFK WKH FXVWRPHU LV FDOOLQJ. ,W FDQ DOVR EH XVHG WR LQWHOOLJHQWO\ URXWH FDOOV.
&DOO#$QWLFLSDWLRQ&DOO DQWLFLSDWLRQ LV EDVHG RQ UHDO-WLPH SDWWHUQV DQG WUHQGV RI SKRQH FDOO-
LQJ, DQG HVWLPDWHV ZKHQ DQ DJHQW ZLOO EH DYDLODEOH IRU WKHLU QH[W FDOO DQG ZKHQ WKH FDOOHG SDUW\
ZLOO DQVZHU WKH SKRQH.
&DOO#)ORZ7KH WHUP XVHG WR GHVFULEH WKH SDWK WKDW WHOHSKRQH FDOOV ZLOO WUDYHO ZLWKLQ D FDOO
FHQWHUV V\VWHP. )RU LQVWDQFH, LI D FDOO HQWHUHG D FDOO FHQWHU WKURXJK WKH#,95, ZDV SXW LQWR DQ
$&'#TXHXH DQG WKHQ SDVVHG RQ WR DQ DJHQW, WKDW SDWK ZRXOG EH FRQVLGHUHG WKH FDOO IORZ.
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ#+&7,,$ WHFKQRORJ\, ZKLFK FRPELQHV FRPSXWHUV ZLWK
WHOHSKRQH V\VWHPV LQ RUGHU WR HQKDQFH WHOHSKRQH VHUYLFHV. 7KH WHUP &7, FDQ EH GHILQHG LQ VHY-
HUDO ZD\V. ,W LV WKH FRQQHFWLQJ RI FRPSXWHU HTXLSPHQW WR WHOHSKRQH DQG QHWZRUN HTXLSPHQW VR
WKDW WKH WZR WHFKQRORJLHV FDQ VKDUH LQIRUPDWLRQ. &7, DOVR GHVFULEHV WKH OLQNLQJ RI DQDORJ YRLFH
LQIRUPDWLRQ WR LQIRUPDWLRQ V\VWHPV DQG GDWDEDVHV. )LQDOO\, &7, GHVFULEHV WKH JHQHUDO FRQYHU-
JHQFH RI FRPPXQLFDWLRQV DQG LQIRUPDWLRQ SURFHVVLQJ.
'DWD#)ORZ'DWD IORZ LV GHVFULEHG DV WKH SDWK WDNHQ E\ LQIRUPDWLRQ IURP RQH SRLQW LQ WKH V\V-
WHP WR DQRWKHU. )RU H[DPSOH, LQIRUPDWLRQ UHWULHYHG IURP D GDWDEDVH DQG GLVSOD\HG RQ WKH
DJHQWV GHVNWRS, RU LQIRUPDWLRQ SDVVHG E\ RQH DSSOLFDWLRQ WR DQRWKHU DV LQ WKH ,95 ,QWHJUDWRU
SDVVLQJ WKH FDOO GDWD SDFNHW WR WKH GHVNWRS WR SURYLGH IRU DQ LQERXQG VFUHHQ SRS.
'LDOHG#1XPEHU#,QGLFDWRU#6HUYLFH#+'1,6,6KRZV WKH FDOO FHQWHU DJHQW ZKLFK QXPEHU D
SURVSHFW RU FXVWRPHU KDV FDOOHG. )RU H[DPSOH, IRU RUJDQL]DWLRQV WKDW PDLQWDLQ PXOWLSOH 800
QXPEHUV, '1,6 KHOSV LGHQWLI\ ZKDW WKH FDOOHU ZLVKHV WR GLVFXVV. :KHQ D SHUVRQ SODFHV D SKRQH
FDOO, WKH QXPEHU WKDW WKH\ GLDOHG LV W\SLFDOO\ UHIHUUHG WR DV WKH '1,6.
'LDOLQJ#0HWKRG1RW RQO\ FDQ WKLV UHIHU WR ZKHWKHU RU QRW GLDOLQJ LV SHUIRUPHG PDQXDOO\ RU
DXWRPDWLFDOO\ E\ D GHYLFH, EXW LW FDQ DOVR UHIHU WR D W\SH RI DXWRPDWHG GLDOLQJ. ([DPSOHV RI DXWR-
PDWHG GLDOLQJ DUH SUHYLHZ, SURJUHVVLYH DQG SUHGLFWLYH. 'LDOLQJ PHWKRGV DUH FRYHUHG LQ GHWDLO LQ
WKH 2UDFOH 3UHGLFWLYH VHFWLRQ RI WKLV SUH-VWXG\ JXLGH.
29
,QWHUDFWLYH#9RLFH#5HVSRQVH#+,95,2#,QWHUDFWLYH#9RLFH#5HVSRQVH#8QLW#+,958,,95V DUH
HTXLSPHQW WKDW UHVSRQGV WR FDOOHU-HQWHUHG GLJLWV RU VSHHFK UHFRJQLWLRQ LQ PXFK WKH VDPH ZD\ DV
D FRQYHQWLRQDO FRPSXWHU UHVSRQGV WR NH\VWURNHV RU FOLFNV RI D PRXVH. ,958 SURPSWV FDOOHUV WR
LQSXW LQIRUPDWLRQ DERXW WKHLU DFFRXQW RU QDWXUH RI WKHLU FDOO RQ WKHLU WRXFK WRQH SKRQH. 7KH
,958 IHHGV VXFK LQIRUPDWLRQ LQWR WKH $&' VR WKDW WKH FDOOV DUH URXWHG FRUUHFWO\. :KHQ WKH
,95 LV LQWHJUDWHG ZLWK GDWDEDVH FRPSXWHUV, FDOOHUV FDQ LQWHUDFW ZLWK GDWDEDVHV WR FKHFN FXUUHQW
LQIRUPDWLRQ DQG FRPSOHWH WUDQVDFWLRQV. ,958V FDQ DOVR IHHG LQIRUPDWLRQ WR WKH DJHQW LQ WKH
IRUP RI VFUHHQ SRSV. 3HULSKRQLFV, $PDUH[, ,QWHUYRLFH, ,QIRZRUNV DQG 9RLFHWHF DUH VRPH RI
WKH ,95 YHQGRUV SUHVHQWO\ ZRUNLQJ ZLWK 2UDFOH DSSOLFDWLRQV.
3ULYDWH#%UDQFK#([FKDQJH#+3%;, $ SLHFH RI GLJLWDO WHOHSKRQH VZLWFKLQJ HTXLSPHQW RZQHG
E\ D SULYDWH SDUW\, UDWKHU WKDQ WKH WHOHSKRQH FRPSDQ\. 7KH 3%; ,DOVR NQRZQ VLPSO\ DV D
VZLWFK, UHSODFHV WKH IXQFWLRQDOLW\ RI D WHOHSKRQH FRPSDQ\ FHQWUDO RIILFH, VHUYLQJ DV WKH KHDUW
RI D SULYDWH WHOHSKRQH QHWZRUN.
5RXWLQJ7KH GHFLVLRQV DQG DFWLRQV WKDW DUH XVHG WR GHFLGH WKH GHVWLQDWLRQ RI D FDOO. 7KHVH
GHFLVLRQV DUH XVXDOO\ PDGH E\ VRIWZDUH FRPSRQHQWV, LQWHJUDWHG LQWR WKH VZLWFK RU YLD SURGXFWV
VXFK DV 2UDFOH 7HOHSKRQ\#0DQDJHU.
6FUHHQ#3RS$ VFUHHQ SRS LV WKH GLVSOD\ RI LQIRUPDWLRQ WKDW LV SUHVHQWHG RQ WKH DJHQW VFUHHQ
ZKHQ FRQWDFW LV PDGH IRU D SUHGLFWLYH RXWERXQG FDOO RU DQ LQERXQG FDOO. 7KH VFUHHQ SRS LV PDGH
E\ WKH UHIHUHQFLQJ RI WKH FXVWRPHU UHFRUG LQ WKH GDWDEDVH. )RU LQVWDQFH, LQ DQ LQERXQG FDOO, WKH
,95 FDQ SDVV WKH FXVWRPHUV DFFRXQW QXPEHU. %\ UHIHUHQFLQJ WKLV DFFRXQW QXPEHU, WKH V\VWHP
PDWFKHV WKH DFFRXQW QXPEHU LQ WKH GDWDEDVH DQG EULQJV WKH FXVWRPHU UHFRUG WR WKH DJHQW GHVN-
WRS. ,Q DQ RXWERXQG FDOO, WKH 2UDFOH 3UHGLFWLYH VHUYLFH GHWHUPLQHV WKDW D OLYH FRQWDFW LV HVWDE-
OLVKHG DQG LV WUDQVIHUUHG WR D ZDLWLQJ DJHQW. 7KH VFUHHQ SRS WKDW WKH DJHQW LQLWLDOO\ VHHV LV D
VXPPDU\ RI WKH FXVWRPHU QDPH DQG RWKHU LQIRUPDWLRQ. ,W DOORZV WKH DJHQW WR LGHQWLI\ ZKR LV RQ
WKH OLQH XQWLO VXIILFLHQW WLPH KDV SDVVHG WR EULQJ XS WKH FXVWRPHU UHFRUG IRUP WKH GDWDEDVH.
30
&DOO#&HQWHU#3URGXFW#)DPLO\#'HVFULSWLRQ
:KDW#LV#WKH#&DOO#&HQWHU#SURGXFW#IDPLO\"#
7R GHYHORS DQ XQGHUVWDQGLQJ RI WKH FDOO FHQWHU SURGXFW IDPLO\ DQG WKH HQYLURQPHQW WKH\ VHUYH
WR LPSURYH, ZH KDYH WR EUHDNGRZQ H[DFWO\ ZKDW D FDOO FHQWHU LV, DQG KRZ LW FDQ XWLOL]H RXU DSSOL-
FDWLRQV WR LQFUHDVH SHUIRUPDQFH DQG UHYHQXH UHDOL]DWLRQ. %\ EUHDNLQJ GRZQ WKH FDOO FHQWHU HQYL-
URQPHQW DQG H[SODLQLQJ LWV IXQFWLRQV LW ZLOO DOORZ \RX WR XQGHUVWDQG WKH UROH WKDW RXU
DSSOLFDWLRQV ZLOO SURYLGH.
:KDW#LV#D#&DOO#&HQWHU"
7KHUH DUH PDQ\ GLIIHUHQW H[DPSOHV RI FDOO FHQWHUV WKDW \RX PD\ FRPH LQ FRQWDFW ZLWK LQ \RXU
GDLO\ OLIH. <RX QHHG RQO\ ORRN DV IDU DV WKH RFFDVLRQDO SKRQH VROLFLWDWLRQ WKDW \RX UHFHLYH RU WHOH-
YLVLRQ FRPPHUFLDO IRU QHZ ORQJ GLVWDQFH VDYLQJV WR WRXFK WKH UHDOP RI WKH FDOO FHQWHU. $ FDOO
FHQWHU LV VLPSO\ D EXVLQHVV XQLW ZKRVH IXQFWLRQDOLW\ FHQWHUV RQ WHOHSKRQH XVH. &DOO FHQWHU PDQ-
DJHPHQW WULHV WR XVH WKH FDOO FHQWHU DV D PHDQV WR LQFUHDVH SURILWDELOLW\ DQG HQVXUH FXVWRPHU VDW-
LVIDFWLRQ DQG OR\DOW\. 0RVW PDQDJHUV VSHOO FDOO FHQWHU DV 3 5 2 ) , 7. 7KH DSSOLFDWLRQV IRU FDOO
FHQWHUV DUH EURDG DQG H[SDQG GDLO\.
7KH WHOHSKRQH LV DQ HIIHFWLYH PHGLXP WR SURYLGH SHUVRQ-WR-SHUVRQ FRPPXQLFDWLRQ IRU VDOHV,
SUREOHP UHVROXWLRQ, LQIRUPDWLRQ VKDULQJ, FROOHFWLRQV, DQG PDQ\ RWKHU IXQFWLRQV. $ FDOO FHQWHU
XVHV WKH WHOHSKRQH RQ D ODUJH VFDOH IRU EXVLQHVV SUDFWLFHV. 6R, SUHGLFWDEO\, FDOO FHQWHUV FRPH LQ
PDQ\ GLIIHUHQW IODYRUV: 6HUYLFH ,DQ LQIRUPDWLRQ KRWOLQH,, )LQDQFLDO ,ZKHQ \RX FDOO \RXU EDQN WR
FKHFN \RXU DFFRXQW VWDWXV RU DVN DERXW TXDOLI\LQJ IRU D ORDQ,, 7HOHPDUNHWLQJ ,DQ\ RI D QXPEHU
RI SKRQH FDOOV WKDW \RX UHFHLYH RIIHULQJ \RX D JUHDW GHDO RQ YDULRXV SURGXFWV,. $Q\ RI WKHVH FDOO
FHQWHU W\SHV DV ZHOO DV PDQ\ RWKHUV QRW PHQWLRQHG ZLOO EHQHILW IURP WKH LPSOHPHQWDWLRQ RI
2UDFOHV &DOO &HQWHU SURGXFW IDPLO\.
,Q PRVW FDVHV FDOO FHQWHUV FDQ EH FODVVLILHG LQWR RQH RI WZR FDWHJRULHV, LQERXQG#,ZKHUH WKH FDOO
FHQWHU SULPDULO\ UHFHLYHV LQFRPLQJ FDOOV, RU RXWERXQG#,ZKHUH WKH FDOO FHQWHU PDLQO\ SODFHV RXW-
ERXQG FDOOV, DOWKRXJK WKHUH DUH LQVWDQFHV ZKHUH FDOO FHQWHUV PD\ VSDQ ERWK UROHV. 7KH 2UDFOH
&DOO &HQWHU SURGXFW IDPLO\ FRQWDLQV IHDWXUHV DQG IXQFWLRQDOLW\ WKDW DOORZ WKH VSHFLILF QHHGV RI
DQ\ RI WKHVH FDOO FHQWHUV WR EH PHW. 'HWHUPLQLQJ WKH EXVLQHVV QHHGV RI WKH FXVWRPHU ZLOO EH D
QHFHVVDU\ VWHS LQ SURYLGLQJ WKH SURSHU FRQILJXUDWLRQ RI WKH 2UDFOH &DOO &HQWHU DSSOLFDWLRQV WKDW
ZRXOG EHVW VXLW WKHP.
31
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ#+&7,, LV WKH PDUULDJH RI WZR WHFKQRORJLHV XVHG E\ HYHU\
VXFFHVVIXO EXVLQHVV, WKH WHOHSKRQH DQG WKH FRPSXWHU. 7R JLYH D EHWWHU XQGHUVWDQGLQJ RI WKLV
WHFKQRORJ\ ZH ZLOO ILUVW JLYH DQ H[SODQDWLRQ RI WKH EDVLF PHFKDQLFV LQYROYHG LQ WKH XVH RI DQ
HYHU\GD\ SKRQH.
8QGHUVWDQGLQJ#%DVLF#7HOHSKRQH#)XQFWLRQDOLW\
:KHQ \RX SLFN XS \RXU SKRQH DW KRPH WR PDNH D FDOO \RX DUH DFWXDOO\ FRPSOHWLQJ D FLUFXLW, WKLV
LV ZKDW FUHDWHV WKH GLDO WRQH. :KHQ \RX SODFH D FDOO E\ GLDOLQJ WKH QXPEHU, WKH VLJQDO FUHDWHG LV
WUDYHOLQJ IURP \RXU SKRQH, WR WKH ORFDO SKRQH VZLWFK, WR D URXWHU RU VHULHV RI URXWHUV ZKHUH LW
ILQDOO\ DUULYHV DW WKH 7HOHSKRQH &RPSDQ\. 7KH SKRQH FRPSDQ\ UHFHLYHV \RXU FDOO, ZKHUH LW QRWHV
WKH $XWRPDWLF#1XPEHU#,GHQWLILFDWLRQ#+$1,,. :KHQ \RX GLDO WKH SKRQH QXPEHU WKDW \RXUH
FDOOLQJ LW LV VHQW WR WKH WHOHSKRQH FRPSDQ\ VZLWFK. 7KH 7HOHSKRQH &RPSDQ\ WKHQ GHWHUPLQHV
WKH GHVWLQDWLRQ RI WKDW WHOHSKRQH DGGUHVV DQG DWWHPSWV WR UHVHUYH D SKRQH OLQH IRU \RXU FDOO.
1RUPDOO\ WKH UHVHUYDWLRQ LV VXFFHVVIXO DQG \RX ZLOO KHDU ULQJLQJ LQGLFDWLQJ WKDW \RX KDYH PDGH D
VXFFHVVIXO FDOO. ,I WKH V\VWHP \RX DUH GLDOLQJ LQWR LV YHU\ EXV\ DQG IXOO WR FDSDFLW\ \RX ZLOO
UHFHLYH D PHVVDJH VXFK DV $OO FLUFXLWV DUH WHPSRUDULO\ EXV\, SOHDVH KDQJ XS \RXU SKRQH DQG WU\
DJDLQ HWF. 7KLV LQGLFDWHV WKDW WKH 7HOHSKRQH &RPSDQ\ ZDV XQDEOH WR ILQG DQ DYDLODEOH SKRQH
OLQH WR UHVHUYH.
,Q VLPLODU IDVKLRQ LI \RX FDOO D OLQH WKDW LV DOUHDG\ LQ XVH \RX ZLOO EH VHQW D EXV\ VLJQDO E\ WKH
7HOHSKRQH &RPSDQ\ WR LQGLFDWH WKH EXV\ VWDWH. 'XULQJ WKH FRXUVH RI D SKRQH FDOO, WKH 7HOH-
SKRQH &RPSDQ\ REWDLQV ERWK WKH $1, QXPEHU RI WKH SHUVRQ SODFLQJ WKH SKRQH FDOO DQG WKH
'LDOHG#1XPEHU#,QGLFDWRU#6HUYLFH#+'1,6, QXPEHU WKDW LV EHLQJ GLDOHG E\ WKH FDOOHU. :KHQ
WKH FDOO UHDFKHV LWV GHVWLQDWLRQ WKHVH WZR SLHFHV RI LQIRUPDWLRQ DUH EURDGFDVW ZLWK LW. 7KLV IHD-
WXUH LV ZKDW DOORZV WKH SRSXODU &DOOHU ,' IXQFWLRQDOLW\. 8WLOL]LQJ &7,, WKH FDOO FHQWHU HQYLURQ-
PHQW XVHV ERWK WKH $1, DQG '1,6 YDOXHV WR HQKDQFH WKHLU HIIHFWLYHQHVV LQ URXWLQJ FDOOV WR
ZDLWLQJ DJHQWV.
32
2QFH#WKH#FDOO#HQWHUV#WKH#,QERXQG#&DOO#&HQWHU
7R XQGHUVWDQG WKH EDVLF GHILQLWLRQ RI FDOO#I ORZ ZH ZLOO GLVFXVV WKH OLIH RI D FDOO DV LW HQWHUV WKH
FDOO FHQWHU, DQG WKH URXWLQJ GHFLVLRQV DQG DFWLRQV WKDW DUH QHFHVVDU\ WR HQVXUH WKDW WKH FDOO
UHDFKHV WKH GHVWLQDWLRQ WKDW ZLOO DOORZ LW WR EH SURFHVVHG LQ WKH PRVW HIILFLHQW ZD\. &DOO IORZ LV
WKH WHUP XVHG WR GHVFULEH WKH SDWK WKDW WHOHSKRQH FDOOV ZLOO WUDYHO RQ. 5RXWLQJ LV WKH IXQFWLRQDO
WHUP XVHG WR GHVFULEH WKH PHDQV E\ ZKLFK WKH FDOO IORZ LV PDQDJHG. 7KHVH LWHPV DUH LQWHJUDO WR
WKH SHUIRUPDQFH RI D FDOO FHQWHU.
(IILFLHQW FDOO IORZ DQG URXWLQJ FDQ OHDG WR RSWLPDO WLPH VDYLQJV, ZKLFK HTXDWHV WR HLWKHU
LQFUHDVHG UHYHQXH RU FRVW VDYLQJV. 7KH WHOHSKRQH FDOO LV UHFHLYHG DW WKH FDOO FHQWHU E\ WKH SKRQH
VZLWFK RU 3ULYDWH#%UDQFK#([FKDQJH +3%;,. $W WKLV SRLQW WKH FDOO LV LQ FRQWURO RI WKH FDOO FHQ-
WHU. :KHQ WKH 3%; UHFHLYHV WKH FDOO LW DVVLJQV LW DQ ,' QXPEHU VR WKH FDOO FDQ EH LGHQWLILHG
XQLTXHO\ ZLWKLQ WKH V\VWHP. 7KLV LV PRUH FRPPRQO\ UHIHUUHG WR DV D &DOO ,'. 7KLV LV QHFHVVDU\
IRU PDQ\ RI WKH WHOHSKRQH IXQFWLRQV WR EH SHUIRUPHG. 2QFH WKH 3%; KDV WKH FDOO LW LV GLUHFWHG
WR LWV ILQDO GHVWLQDWLRQ E\ PHDQV RI URXWLQJ. 5RXWLQJ FDQ WDNH SODFH IURP ZLWKLQ WKH SKRQH
VZLWFK RU E\ PHDQV RI VRIWZDUH, VXFK DV WKH 2UDFOH 7HOHSKRQ\ 0DQDJHU.
:KHQ WKH FDOO LV UHFHLYHG LWV GHVWLQDWLRQ FDQ EH GHWHUPLQHG EDVHG RQ WKH $1,, '1,6 DQG,RU
,QWHUDFWLYH#9RLFH#5HVSRQVH#+,95, LQSXW UHFHLYHG IURP WKH FXVWRPHU. )RU LQVWDQFH, LI \RX
NQRZ WKH SKRQH QXPEHU RI WKH SHUVRQ WKDW LV FDOOLQJ ,WKH $1,, \RX FRXOG XVH WKDW LQIRUPDWLRQ
WR VHDUFK WKH GDWDEDVH DQG ILQG WKH FXVWRPHU E\ WKHLU SKRQH QXPEHU. ,I WKH VFHQDULR LV WKDW RI D
FRPSDQ\ WKDW KDV PXOWLSOH LQFRPLQJ SKRQH QXPEHUV, KDYLQJ WKH '1,6#DYDLODEOH RU LQFRPLQJ
FDOOV ZRXOG DOORZ \RX WR GHWHUPLQH ZKLFK SURPRWLRQ WKH\ ZHUH FDOOLQJ IRU DOORZLQJ \RX WR URXWH
WKH FDOOHU WR DJHQWV WUDLQHG WR KDQGOH WKDW VSHFLILF SURPRWLRQ W\SH. 7KHVH DUH H[DPSOHV RI FDOO
IORZ1
33
8WLOL]LQJ ,95 DQG YRLFH SURPSWV \RX FDQ FDSWXUH D ZLGH YDULHW\ RI LQIRUPDWLRQ IURP WKH FXV-
WRPHU. :KLOH $1,#DQG '1,6#LQIRUPDWLRQ DUH SDVVHG RQ WR XV E\ WKH 7HOHSKRQH &RPSDQ\, ,95
LQIRUPDWLRQ LV JDWKHUHG E\ WKH FDOO FHQWHUV ,95 FRPSRQHQW. 7KH ,95 LV SURJUDPPHG E\ WKH
FDOO FHQWHU WR JDWKHU LQIRUPDWLRQ IURP WKH FXVWRPHU HLWKHU E\ SURYLGLQJ D OLVW RI RSWLRQV DQG
KDYLQJ WKH FXVWRPHU VHOHFW DQ RSWLRQ IURP WKH NH\ SDG, RU E\ KDYLQJ WKH FXVWRPHU HQWHU LQ
DFWXDO LQIRUPDWLRQ XVLQJ WKH NH\ SDG. 7KLV LQIRUPDWLRQ, ZKLOH DVVRFLDWHG ZLWK WKH SKRQH FDOO, LV
D VHSDUDWH HQWLW\. ,Q RUGHU WR DVVRFLDWH WKH LQIRUPDWLRQ JDWKHUHG E\ WKH ,95 V\VWHP ZLWK WKH
FXVWRPHUV DFWXDO SKRQH FDOO WKH ,95 LQIRUPDWLRQ LV ODEHOHG ZLWK WKH VDPH &DOO ,' WKDW WKH 3%;
DVVRFLDWHG ZLWK WKH SKRQH FDOO.
7KH SDWK WKDW LV IROORZHG E\ WKH LQIRUPDWLRQ JDWKHUHG E\ WKH ,95 LV FRQVLGHUHG D W\SH RI GDWD#
I ORZ. 'DWD IORZ LV WKH SKUDVH XVHG WR GHVFULEH WKH SDWK WDNHQ E\ LQIRUPDWLRQ VXFK DV LQIRUPD-
WLRQ UHWULHYHG IURP D GDWDEDVH RU LQIRUPDWLRQ SDVVHG E\ RQH DSSOLFDWLRQ WR DQRWKHU. ,W LV YHU\
LPSRUWDQW WR XQGHUVWDQG WKH GLIIHUHQFH EHWZHHQ FDOO#IORZ DQG GDWD IORZ. ,Q IDFW, &7, PRVWO\
UHYROYHV DURXQG WKHVH WZR DVSHFWV. ,W LV WKH HIILFLHQW URXWLQJ RI FDOOV DQG DVVRFLDWHG LQIRUPDWLRQ
WKDW LV WKH JRDO RI DQ\ LQERXQG FDOO FHQWHU. 7KLV LV ZKHUH WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\
FRPHV LQWR SOD\.
$V GLVFXVVHG, WKHUH DUH VHYHUDO ZD\V IRU D FDOO WR HQWHU D FDOO FHQWHU: GLUHFWO\ LQWR WKH 3%; E\
GLDOLQJ D QXPEHU, WKURXJK DQ RSHUDWRU WUDQVIHUULQJ WKH FDOO LQWR WKH FDOO FHQWHU, RU E\ WKH PRVW
FRPPRQ PHWKRG, WKURXJK DQ ,95. 2QFH WKH FDOO HQWHUV WKH V\VWHP, LW SDVVHV WKURXJK RQH RI WKH
SRLQWV SUHYLRXVO\ GLVFXVVHG DQG D GHWHUPLQDWLRQ LV PDGH RQ KRZ WKH FDOO LV URXWHG ZLWKLQ WKH
FDOO FHQWHU.
34
2XWERXQG#FDOOV#IURP#WKH#&DOO#&HQWHU
2Q QXPHURXV RFFDVLRQV, RXWERXQG FDOOV DUH UHTXLUHG WR EH PDGH IURP WKH FDOO FHQWHU. 7KHVH VLW-
XDWLRQV FDQ VLPSO\ EH IROORZ XS FDOOV ,FDOOEDFNV, VFKHGXOHG E\ DJHQWV WR UHVROYH SUHYLRXV FRQ-
YHUVDWLRQV, RU WKH\ FDQ EH WKH SULPDU\ UROH RI D FDOO FHQWHU GHGLFDWHG WR RXWERXQG GLDOLQJ, VXFK
DV WHOHPDUNHWLQJ FDOOV ZKHUH WKH DJHQW RIIHUV D SURGXFW RU VHUYLFH VXSSOLHG E\ WKH FRPSDQ\. 7KH
RXWERXQG FDOOV FDQ EH HLWKHU SHUIRUPHG PDQXDOO\ ,ZKHUH WKH DJHQW GLDOV WKH SKRQH QXPEHU
WKHPVHOYHV, RU DXWRPDWLFDOO\ ,ZKHUH VRIWZDUH RU KDUGZDUH SHUIRUP WKH GLDOLQJ SURFHVV, DOOHYLDW-
LQJ WKH DJHQW RI WKDW WDVN,.
:KHQ GLDOLQJ LQ DQ DXWRPDWLF PDQQHU, WKH GLDO FDQ EH SHUIRUPHG LQ HLWKHU SURJUHVVLYH RU SUH-
GLFWLYH PRGHV. 3URJUHVVLYH GLDOLQJ LV ZKHUH WKH UHFRUG LV SUHVHQWHG WR WKH DJHQW SULRU WR EHLQJ
GLDOHG DQG SUHGLFWLYH GLDOLQJ LV ZKHUH WKH UHFRUG LV DXWRPDWLFDOO\ GLDOHG DQG, XSRQ GHWHFWLQJ D
UHDO YRLFH, WKH FDOO LV WUDQVIHUUHG WR DQ DZDLWLQJ DJHQW. ,Q D SUHGLFWLYH PDQQHU, FDOOV UHVXOWLQJ LQ
EXVLHV DQG QR DQVZHUV DUH QRW SUHVHQWHG WR WKH DJHQW. :KHQ WKH FDOO LV ILQLVKHG, WKH DJHQW VWD-
WXVHV WKH FDOO DQG ZDLWV IRU WKH QH[W FDOO. 7KH 2UDFOH DSSOLFDWLRQ LQ WKH 2UDFOH &DOO &HQWHU SURG-
35
XFW IDPLO\ ZKLFK HQDEOHV DXWRPDWHG GLDOLQJ LV 2UDFOH 3UHGLFWLYH. 0RUH GHWDLOHG FRYHUDJH RI
GLDOLQJ PHWKRGV FDQ EH IRXQG LQ WKH 2UDFOH 3UHGLFWLYH VHFWLRQ RI WKLV SUH-VWXG\ SDFN.
&DOO#&HQWHU#3URGXFW#)DPLO\#
2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ LV D VLQJOH VRXUFH RI IHDWXUH IXQFWLRQDOLW\ WKDW LV LQWHJUDWHG
ZLWK WKH EXVLQHVV DSSOLFDWLRQV LQ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW, DV ZHOO DV WKH DSSURSUL-
DWH (QWHUSULVH DSSOLFDWLRQV. 7KLV SURYLGHV DQ HQWHUSULVH-ZLGH YLHZ RI LQIRUPDWLRQ QHHGHG WR
VXSSRUW WKH FXVWRPHU EXVLQHVV QHHGV.
:KHQ 9HUVDWLOLW\ ZDV DFTXLUHG E\ 2UDFOH, 9HUVDWLOLW\V FDOO FHQWHU SURGXFWV PLJUDWHG WR 2UDFOH.
7KH SURGXFWV GLVFXVVHG KHUH ZLWK WKH H[FHSWLRQ RI 2UDFOH 7HOHSKRQ\ 0DQDJHU DQG 2UDFOH &DOO
&HQWHU ,QWHOOLJHQFH EHFDPH SDUW RI 2UDFOH ZKHQ WKH DFTXLVLWLRQ RI 9HUVDWLOLW\ WRRN SODFH. :KHQ
9HUVDWLOLW\ GHYHORSHG &DOO &HQWHU DSSOLFDWLRQV EDVHG RQ 0LFURVRIW WHFKQRORJ\. 7KH WHFKQRORJ\
9HUVDWLOLW\ XWLOL]HG GLG QRW FKDQJH LQ WKH PLJUDWLRQ WR 2UDFOH. 5HIHUHQFH WR 0LFURVRIW WHFKQRO-
RJ\ LV SURYLGHG PHUHO\ WR FODULI\ IXQFWLRQDOLW\ RU VHWXS UHTXLUHPHQWV. $V VXFK, PDQ\ RI WKH
SURGXFWV GLVFXVVHG KHUH DUH 17 VHUYLFHV GHVLJQHG WR UXQ RQ 17 VHUYHUV. 7KH GLIIHUHQFHV
EHWZHHQ DSSOLFDWLRQ DQG VHUYLFHV DUH GLVFXVVHG EHORZ:
- $ VHUYLFH LV D SURGXFW GHVLJQHG WR UXQ RQ DQ 17 VHUYHU. 7KH IXQFWLRQDOLW\ LW SUR-
YLGHV WR WKH RYHUDOO LQVWDOODWLRQ LV GHOLYHUHG EHKLQG WKH VFHQHV. 7KHUH LV QR UHDO
GLUHFW LQWHUDFWLRQ EHWZHHQ WKH DJHQW GHVNWRS DQG WKHVH VHUYLFHV, DV IDU DV WKH DJHQW
LV FRQFHUQHG. 7KH LQWHJUDWLRQ LV GHOLYHUHG LQ WKH EDFNJURXQG. 7KH VHUYLFH LV
LQVWDOOHG DQG UXQV RQ D VHUYHU GHVLJQDWHG IRU LWV IXQFWLRQDOLW\. ,Q VKRUW D VHUYLFH LV
XVXDOO\ D IHDWXUH IXQFWLRQDOLW\ FRPSRQHQW WKDW LV WUDQVSDUHQW WR WKH DJHQW LQ WKHLU
XVH RI WKH FOLHQW DSSOLFDWLRQ.
- $Q DSSOLFDWLRQ LV GHVFULEHG DV DQ LQWHUIDFH WR D SURGXFW DQG UHVLGHV RQ D GHVNWRS, DV
RSSRVHG WR D VHUYHU ,KRZHYHU, WKH DSSOLFDWLRQ PD\ UHVLGH RQ D VHUYHU IRU WHVWLQJ
SXUSRVHV,. $SSOLFDWLRQV JHQHUDOO\ UHIHU WR WKH PDQDJHU DSSOLFDWLRQV IRU WKH VHU-
YLFHV PHQWLRQHG DERYH, DQG WKH DFWXDO GHVNWRS DJHQW XVHU LQWHUIDFH. 7KH GHVNWRS
DJHQW LQWHUIDFH EHLQJ 2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP#DQG 8WLOLWLHV ,27%78,,
2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV ,27%)6,.
36
7KH &DOO &HQWHU SURGXFW IDPLO\ LV FRPSULVHG RI WKH IROORZLQJ DSSOLFDWLRQV,VHUYLFHV:
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP#DQG 8WLOLWLHV,2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV
,3.0, 3L,7KH ,WKLFN, GHVNWRS DSSOLFDWLRQ WKDW LV WKH DJHQW LQWHUIDFH XVHG LQ HQYLURQPHQWV
ZKHUH WKLQ FOLHQW VXSSRUW LV QRW DSSOLFDEOH. 27%78 ZRXOG EH WKH VWDQGDUG EDVH DSSOLFD-
WLRQ WR EH LQVWDOOHG DQG 27%)6, ZKLFK KDV IHDWXUHV RSWLPL]HG IRU WKH ILQDQFLDO VHUYLFHV
LQGXVWU\, ZRXOG EH WKH DSSOLFDWLRQ LQVWDOOHG IRU )LQDQFLDO 6HUYLFHV. 7KHVH DSSOLFDWLRQV DUH
LQVWDOOHG RQ WKH DJHQW GHVNWRSV DQG DFW DV WKH SULPDU\ LQWHUIDFH. %RWK DSSOLFDWLRQV RIIHU
WKH VDPH EDVLF IHDWXUH IXQFWLRQDOLW\, VXFK DV UHWULHYLQJ FXVWRPHU UHFRUGV DQG WDNLQJ DGYDQ-
WDJH RI RWKHU 2UDFOH &DOO &HQWHU SURGXFW IXQFWLRQDOLW\ ,VXFK DV 2UDFOH 3UHGLFWLYH, 2UDFOH
&DPSDLJQ 3OXV, HWF., +RZHYHU, GHSHQGLQJ RQ WKH VSHFLILF W\SH RI FDOO FHQWHU WKH\ PD\ ZDQW
27%78 RU 27%)6. 0RUH LQIRUPDWLRQ WKH UHVSHFWLYH SURGXFW VHFWLRQ RI WKLV VWXG\.
- 27% $GPLQLVWUDWRU7KH 2UDFOH 7HOH%XVLQHVV $GPLQLVWUDWRU LV WKH GHVNWRS DSSOL-
FDWLRQ XVHG WR FRQILJXUH, PDQDJH FKDQJHV, DQG PRQLWRU WKH 2UDFOH 7HOH%XVLQHVV
DJHQW HQYLURQPHQW, IURP DJHQW FUHDWLRQ DQG PDLQWHQDQFH WR FDPSDLJQ FUHDWLRQ DQG
PDLQWHQDQFH.
- 2UDFOH ,QWHJUDWHG 0DQDJHU7KH 2UDFOH ,QWHJUDWHG 0DQDJHU LV DQ DSSOLFDWLRQ WKDW
SURYLGHV D XVHU LQWHUIDFH WR DGPLQLVWHU DQG PRQLWRU WKH DSSOLFDWLRQV DQG VHUYLFHV
FRQWDLQHG LQ WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\. 7KH LQLWLDO DSSOLFDWLRQ LV
37
GHVLJQHG WR LQWHJUDWH WKH PDQDJHPHQW IXQFWLRQV RI WKH 2UDFOH &DOO &HQWHU VHUYHU
PDQDJHUV ,VSHFLILFDOO\ 3UHGLFWLYH 'LDOLQJ, &DPSDLJQ 3OXV, &DOO %OHQGLQJ, ,95 0RQ-
LWRU, LQWR RQH DSSOLFDWLRQ. ,Q DGGLWLRQ WR WKH 2UDFOH &DOO &HQWHU VHUYHU PDQDJHUV,
WKH V\VWHP ZLOO DOVR DOORZ WKH XVHU WR FRQILJXUH WKH 3%; DQG WKH $&'. $ ODWHU
UHOHDVH LV VFKHGXOHG WR FRQWDLQ 27%78,27%)6 DQG 2UDFOH 7HOH%XVLQHVV#$GPLQLV-
WUDWLRQ, 2UDFOH ,QVLJKW, DQG SHUKDSV DGGLWLRQDO IXQFWLRQV IRU VXFK PRGXOHV DV 2UD-
FOH )XOILOOPHQW. ,W LV WKH LQWHQW RI WKH LQLWLDO UHOHDVH WR SURYLGH H[LVWLQJ PDQDJHPHQW
IXQFWLRQDOLW\ WKDW LV FXUUHQWO\ IRXQG LQ WKH H[LVWLQJ SURGXFW. ,W LV QRW LQWHQGHG WR
LQWURGXFH DQ\ QHZ PDQDJHPHQW RU DGPLQLVWUDWLRQ IXQFWLRQDOLW\. 7KH SURGXFW ZLOO
OHYHUDJH WKH ZRUN WKDW 0LFURVRIW LV GRLQJ ZLWK WKHLU 0LFURVRIW 0DQDJHPHQW &RQ-
VROH ,00&,, DQG ZLOO XWLOL]H WKLV PDQDJHPHQW IUDPHZRUN DV WKH EDVLV IRU WKH SURG-
XFW FKDUDFWHULVWLFV. 7KLV WHFKQRORJ\ LV YHU\ IOH[LEOH DQG KDV EHHQ GHVLJQHG IRU
PDQDJHPHQW SURGXFWV VXFK DV WKH ,QWHJUDWHG 0DQDJHU1 7KH JRDO RI WKH ,QWHJUDWHG
0DQJHU LV WR:
6LPSOLI\ WKH DGPLQLVWUDWLYH DQG PDQDJHPHQW IXQFWLRQV RI WKH 2UDFOH &DOO &HQ-
WHU SURGXFW IDPLO\
3URYLGH D FRQVLVWHQW XVHU LQWHUIDFH IRU PDQDJLQJ DQG FRQILJXULQJ 2UDFOH &DOO
&HQWHU VHUYLFHV DQG DGPLQLVWUDWLRQ
3URYLGH D IOH[LEOH PDQDJHPHQW DUFKLWHFWXUH ,LQ WHUPV RI JURZWK, IXQFWLRQDOLW\,
RSHQHVV,
2UDFOH 2SHQ7HO ,3L,7KH $SSOLFDWLRQ#3URJUDP#,QWHUIDFH#+$3,, ZKLFK DOORZV
&7, LQWHUIDFH FDSDELOLW\ ZLWK D EURDG UDQJH RI 3%;,VZLWFKHV.
2UDFOH &7, 0LGGOHZDUH ,3.0, 3L, 3OHDVH UHIHU WR WKH 3DUWQHU 3URGXFW VHFWLRQ
EHORZ.
2UDFOH 7HOHSKRQ\ 0DQDJHU ,3.0, 3L,7KH DSSOLFDWLRQ XVHG WR SURYLGH URXWLQJ
FDSDELOLWLHV DQG VXSSRUW 2UDFOH 3UHGLFWLYH DQG 2UDFOH &DPSDLJQ 3OXV IXQFWLRQDOLW\.
2WKHU VHUYLFHV ZLOO EH LQWHJUDWHG LQ WKH IXWXUH.
- 2UDFOH 3UHGLFWLYH ,3L,7KH :LQGRZV 17 VHUYLFH ZKLFK DOORZV SUHGLFWLYH GLDOLQJ
YLD WKH XVH RI 9RLFH 'HWHFWLRQ 8QLW ,9'8, FDUGV DQG &7, HQDEOHG HYHQWV. 3UHGLF-
WLYH GLDOLQJ LV D SURFHVV WKDW XWLOL]HV DQ DOJRULWKP EDVHG RQ FDOO#DQWLFLSDWLRQ#WR VHW
WKH UDWH DW ZKLFK FDOOV DUH LQLWLDWHG LQ DQ RXWERXQG FDOO FHQWHU HQYLURQPHQW. &DOO
DQWLFLSDWLRQ LV EDVHG RQ UHDO-WLPH SDWWHUQV DQG WUHQGV RI SKRQH FDOOLQJ, DQG HVWL-
PDWHV ZKHQ DQ DJHQW ZLOO EH DYDLODEOH IRU WKHLU QH[W FDOO DQG ZKHQ WKH FDOOHG SDUW\
ZLOO DQVZHU WKH SKRQH.
- 2UDFOH &DPSDLJQ 3OXV ,3L,7KH :LQGRZV 17 VHUYLFH ZKLFK DOORZV LQ GHSWK FDP-
SDLJQ FUHDWLRQ,GDWD VHJPHQWDWLRQ DQG PDQDJHPHQW. &DPSDLJQ 3OXV LV D SURGXFW
WKDW DOORZV FDOO FHQWHUV WR PD[LPL]H RXWERXQG FDOO SHUIRUPDQFH E\ PDQDJLQJ OLVWV
RI FXVWRPHUV. ,W LV D IOH[LEOH WRRO WKDW DOORZV DGPLQLVWUDWRUV WR PRGLI\ WKH ZD\ WKDW
\RXU FDOO FHQWHU RUJDQL]HV DQG SULRULWL]HV FXVWRPHU OLVWV. $GPLQLVWUDWRUV FDQ DGG
QHZ FXVWRPHUV LQWR OLVWV DW DQ\ WLPH, LQVWDQWDQHRXVO\ FKDQJH GLDOLQJ VWUDWHJLHV, DQG
H[SRUW FXVWRPHU DFFRXQWV WR H[WHUQDO V\VWHPV.
38
- 2UDFOH ,QVLJKW ,3L,7KH :LQGRZV 17 VHUYLFH WKDW JDWKHUV DJHQW VWDWLVWLFV ERWK
FXUUHQW DQG KLVWRULFDO DQG DOORZV IRU UHSRUWLQJ. $Q DFFRPSDQ\LQJ PDQDJHU WRRO,
,QVLJKW 0DQDJHU, DOORZV WKH 6\VWHP $GPLQLVWUDWRU WKH FDSDELOLW\ WR SURGXFH UHSRUWV
IRU DJHQW DQG FDOO FHQWHU VWDWLVWLFV.
- 2UDFOH &DOO &HQWHU ,QWHOOLJHQFH ,3L,7KH DSSOLFDWLRQ XVHG DV D UHSRUWLQJ WRRO WKDW
LV LQWHJUDWHG ZLWK 2UDFOH 7HOHSKRQ\ 0DQDJHU ZKLFK KDV 12 VWDQGDUG VWDWLVWLFDO
UHSRUWV. 7KHVH UHSRUWV ZLOO DOORZ LQVLJKWIXO KLVWRULFDO VWDWLVWLFV RQ DJHQW WUDQVDF-
WLRQV. 7KLV LQIRUPDWLRQ FDQ EH OHYHUDJHG E\ FDOO FHQWHU PDQDJHUV WR LPSURYH FDOO
FHQWHU SHUIRUPDQFH.
- 2UDFOH ,95 ,QWHJUDWRU ,3L,:LQGRZV 17 VHUYLFH WKDW LQWHUIDFHV ZLWK WKH FXVWRP-
HUV ,95 DSSOLFDWLRQ WR DOORZ IRU ,95 EDVHG VFUHHQ SRSV. 2UDFOH ,95 ,QWHJUDWRU LV D
VHUYHU-EDVHG IDFLOLW\ WKDW H[FKDQJHV LQIRUPDWLRQ ZLWK WKH ,95 XQLW. 7KH UHVXOW LV
FXVWRPHU DQG SURVSHFW WUDQVDFWLRQV WKDW DUH WUDFNHG DQG LQWHJUDWHG ZLWK FRPSXWHU
EDVHG LQIRUPDWLRQ WR WKH ,95 LQWHUDFWLRQ PRUH LQWHOOLJHQW DQG FXVWRPL]HG WR WKH
QHHGV RI LQGLYLGXDO FDOOHUV. ,95 DFWLYLW\ LV GLVSOD\HG RQ WKH DJHQW VFUHHQ DV VRRQ DV
WKH FDOO UHDFKHV WKH DJHQW ZRUNVWDWLRQ.
- 2UDFOH &DOO %OHQGLQJ ,3L,:LQGRZV 17 VHUYLFH WKDW DOORZV DJHQWV WR KDYH
EOHQGHG UROHV DQG EH DXWRPDWLFDOO\ VZLWFKHG EHWZHHQ LQERXQG DQG RXWERXQG FDP-
SDLJQV EDVHG RQ GHPDQG. 2UDFOH &DOO %OHQGLQJ LV D VHUYHU-EDVHG DSSOLFDWLRQ WKDW
PD[LPL]HV DJHQW XWLOL]DWLRQ ZLWKLQ WKH &DOO &HQWHU. 2UDFOH &DOO %OHQGLQJ LV
GHVLJQHG WR PRQLWRU LQERXQG FDPSDLJQV DQG WR LQVXUH WKDW VHUYLFH OHYHOV DUH PDLQ-
WDLQHG. 7KH SHUIRUPDQFH WKUHVKROGV ,VHUYLFH SODQV, RI 2UDFOH &DOO %OHQGLQJ FDQ EH
FRQILJXUHG E\ DGPLQLVWUDWRUV ZLWK DSSURSULDWH SULYLOHJHV. 7KLV DOORZV ILQH WXQLQJ RI
WKH FDOO EOHQGHG HQYLURQPHQW WKDW G\QDPLFDOO\ FKDQJHV WKH UROHV RI DJHQWV WR DOORZ
FDOOV WR EH DQVZHUHG ZLWKLQ WKH VWDWLVWLFDO SDUDPHWHUV GHILQHG.
- 2UDFOH )XOILOOPHQW ,3L,$GGV WKH FDSDELOLW\ WR#27% WR DXWRPDWH FXVWRPHU IXOILOO-
PHQW UHTXHVWV IRU OLWHUDWXUH. 2UDFOH )XOILOOPHQW DOORZV IRU D TXLFN, HDV\ DQG HIIL-
FLHQW ZD\ IRU &DOO &HQWHUV WR SURYLGH D P\ULDG RI LQIRUPDWLRQ WR FXVWRPHUV. 7KH
FRQFHSW RI JHWWLQJ SURGXFW LQIRUPDWLRQ, OLWHUDWXUH, FROODWHUDO SDFNDJHV, RU RWKHU
FRUUHVSRQGHQFH LQWR WKH KDQGV RI FXVWRPHUV DQG SURVSHFWV DW D WLPH ZKHQ WKH\ DUH
PRVW UHFHSWLYH LV LPSRUWDQW IRU FXVWRPHU DFTXLVLWLRQ, UHWHQWLRQ, DQG VDWLVIDFWLRQ.
2UDFOH )XOILOOPHQW DOORZV \RX WR VHQG WKHVH FROODWHUDO SDFNDJHV WR D FHQWUDO ORFD-
WLRQ, VR DJHQWV GR QRW KDYH WR FRQFHUQ WKHPVHOYHV ZLWK WKHVH SDFNDJHV. ,QIRUPD-
WLRQ FDQ DOVR EH VHQW EDVHG RQ RXWFRPH FRGHV WR FXVWRPHUV YLD HPDLO RU ID[.
$XWRPDWLQJ WKH SURFHVV RI VHQGLQJ RXW IROORZ-XS PDWHULDO, DOORZV DJHQWV WR VSHQG
PRUH WLPH ZLWK WKH FXVWRPHU DQG IUHHV DJHQWV IURP QRQ-SURGXFWLYH ZRUN.
- 2UDFOH 2SHQ:HE ,3L, - 8VHV WKH ,QWHUQHW WR OHW FXVWRPHUV DQG SURVSHFWV LQLWLDWH
WHOHSKRQH FRQWDFW ZLWK D FDOO FHQWHU, PDNLQJ WKH FDOO FHQWHU PRUH DFFHVVLEOH WR D
ODUJHU DXGLHQFH. ,W H[WHQGV WKH DELOLWLHV RI WKH :HE VLWHV KRPH SDJH E\ HQDEOLQJ
SURVSHFWV DQG FXVWRPHUV WR UHTXHVW DQG VFKHGXOH FDOOV IURP FDOO-FHQWHU DJHQWV WR
WKH FXVWRPHUV KRPH RU RIILFH.
39
3DUWQHU#3URGXFWV#
7KH IROORZLQJ SURGXFWV DUH WHFKQRORJLHV XVHG LQ WKH FDOO FHQWHU HQYLURQPHQW. $V RI WKH WLPH RI
ZULWLQJ WKLV GRFXPHQW WKHUH LV QR H[LVWLQJ IRUPDO SDUWQHU SURJUDP ,KRZHYHU, WKHUH DUH LQLWLD-
WLYHV WR GHYHORS WKHVH DJUHHPHQWV VRRQ,.
&7, 0LGGOHZDUH&7, 0LGGOHZDUH XVXDOO\ FRPHV IURP HLWKHU 'LDORJLF IRU &7-&RQQHFW
VRIWZDUH RU $VSHFW IRU 3URVSHFW ,PRVW FRPPRQO\ 'LDORJLFV &7-&RQQHFW, $VSHFWV 3URV-
SHFW, RU 5RFNZHOOV *HQHV\V,. 7KLV LV GLVFXVVHG LQ WKH &7, 0LGGOHZDUH VHFWLRQ RI WKLV VWXG\
JXLGH.
'&( ,*UDGLHQW,*UDGLHQW LV WKH WKLUG-SDUW\ VXSSOLHU IRU '&( VRIWZDUH. '&( VWDQGV IRU
'LVWULEXWHG &RPSXWHU (QYLURQPHQW, DQG VHUYHV DV WKH XQGHUO\LQJ PLGGOHZDUH IRU FOLHQW,
VHUYHU FRPPXQLFDWLRQ.
9'8 &DUGV ,'LDORJLF,9RLFH 'HWHFWLRQ 8QLW FDUGV DUH XVHG LQ FRQMXQFWLRQ ZLWK 2UDFOH
3UHGLFWLYH. 7KH 9'8 ERDUGV DUH DYDLODEOH IURP 'LDORJLF. 7KH\ FDQ EH RUGHUHG LQ 7-1 RU (-
1 PRGHOV, GHSHQGLQJ RQ WKH WHOHFRPPXQLFDWLRQ VWDQGDUGV IRU D JLYHQ FRXQWU\ ,L.H., LQ WKH
8.6. 7-1 FDUGV DUH SUHGRPLQDQW, ZKLOH HOVHZKHUH LQ (XURSH RU 6RXWK $PHULFD, (-1 FDUGV
PD\ EH XVHG,.
3ULRU WR RIIHULQJ DQ\ WKLUG-SDUW\ VRIWZDUH RU HTXLSPHQW WR FXVWRPHUV, SOHDVH FRQIHU ZLWK WKH
SURSHU 3URGXFW 0DQDJHU WR GHWHUPLQH WKH SURSHU PHWKRG RI RUGHULQJ. 3OHDVH FKHFN WKH FXUUHQW
DJUHHPHQW LQ SODFH IRU WKHVH WKLUG-SDUW\ YHQGRUV.
.H\#)HDWXUHV
2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ RIIHUV WKH IROORZLQJ NH\ IHDWXUHV:
6FUHHQ#3RSV
6FUHHQ SRSV LQFUHDVH DJHQW SURGXFWLYLW\ E\ &7, DQG WDVN DXWRPDWLRQ. 7KH DELOLW\ IRU VFUHHQ
SRSV DW WKH DJHQW GHVNWRS, E\ LQWHJUDWLQJ 2SHQ 7HO, ,95 ,QWHJUDWRU DQG 27%78, VSHHGV XS WKH
UHDFWLRQ WLPH IRU WKH DJHQW. 7KH FXVWRPHU LQIRUPDWLRQ LV WUDQVIHUUHG IURP WKH ,95 ,QWHJUDWRU
WR WKH GHVNWRS. 6LQFH WKH DJHQW GRHV QRW KDYH WR VHDUFK PDQXDOO\ IRU WKH FXVWRPHU UHFRUG, WKLV
ZLOO LPSURYH WKH DJHQWV SURGXFWLYLW\ E\ EHLQJ DEOH WR LPPHGLDWHO\ KDQGOH WKH FDOO.
$XWRPDWHG#'LDOLQJ#6ROXWLRQV#
2UDFOH 3UHGLFWLYH SURYLGHV WKH FDSDELOLW\ IRU IOH[LEOH GLDOLQJ PHWKRGV WR PD[LPL]H RXWERXQG OLVW
SHQHWUDWLRQ.
40
6WDWLVWLFV#0RQLWRULQJ#$QG#7UDFNLQJ#
&DOO &HQWHU VWDWLVWLFV DUH UHDGLO\ DYDLODEOH IRU PHDVXULQJ DJHQWV SURGXFWLYLW\. %\ XVLQJ 2UDFOH
,QVLJKW DQG 2UDFOH &DOO &HQWHU ,QWHOOLJHQFH, WKH &DOO &HQWHU 0DQDJHU KDV WKH IOH[LELOLW\ IRU JHQ-
HUDWLQJ D ZLGH UDQJH RI UHSRUWV. $OVR, &DOO +LVWRU\ VWDWLVWLFV DUH DYDLODEOH IRU KLVWRULFDO UHSRUW-
LQJ SXUSRVHV.
9DULHG#&DOOLQJ#6WUDWHJLHV
2UDFOH &DPSDLJQ 3OXV SURYLGHV IRU YDULRXV FDOOLQJ VWUDWHJLHV. 7KH LQWHOOLJHQW UHFRUG DQG FDP-
SDLJQ KDQGOLQJ DOORZV IRU IOH[LELOLW\ LQ PDQDJLQJ GLIIHUHQW FDPSDLJQV.
$GYDQFHG#'DWD#6HJPHQWDWLRQ#
2UDFOH &DPSDLJQ 3OXV DOORZV WKH &DOO &HQWHU 0DQDJHU WR VHJPHQW OLVWV, LQ D QXPEHU RI ZD\V,
EDVHG RQ LQIRUPDWLRQ FRQWDLQHG LQ WKH FXVWRPHU GDWDEDVH. 7KLV IHDWXUH SURYLGHV WKH DELOLW\ IRU
FDOO FHQWHUV WR HIIHFWLYHO\ PDQDJH UHVRXUFHV.
%XVLQHVV#%HQHILWV
2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ LV D VLQJOH VRXUFH RI IHDWXUH IXQFWLRQDOLW\ WKDW LV LQWHJUDWHG
ZLWK WKH FDOO FHQWHU EXVLQHVV DSSOLFDWLRQV LQ &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW.
5HGXFHV#&RVW#DQG#&RPSOH[LW\
%\ LPSOHPHQWLQJ D VLQJOH VRXUFH, LQWHJUDWHG &DOO &HQWHU SURGXFW IDPLO\, FRPSDQLHV FDQ UHGXFH
WKH FXVWRPHUV FRPSOH[LWLHV DQG LPSURYH WKH SURILWDELOLW\ RI WKHLU FDOO FHQWHU. 7KH 2UDFOH &DOO
&HQWHU SURGXFW IDPLO\ SURYLGHV D WZR-YHQGRU LQWHJUDWHG DSSURDFK DV ZHOO DV D WRRO NLW IRU IOH[L-
ELOLW\ LQ PDLQWDLQLQJ WKH FXVWRPHUV FDOO FHQWHU RSHUDWLRQV. 7KH FXVWRPHU EX\V RQO\ WKH $XWR0
PDWLF#&DOO#'LVWULEXWRU#+$&',23%; VZLWFK DQG WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\ WR
FUHDWH D FDOO FHQWHU. )HZHU YHQGRUV DQG D IXOO\ LQWHJUDWHG SURGXFW UHVXOW LQ D IDVWHU GHSOR\PHQW
ZLWK ORZHU LPSOHPHQWDWLRQ FRVWV. /LNHZLVH, E\ SXUFKDVLQJ WKH 2UDFOH &DOO &HQWHU SURGXFW IDP-
LO\, WKH FXVWRPHU FDQ ORZHU RSHUDWLQJ FRVWV. ([DPSOHV RI WKLV VDYLQJV FDQ UHVXOW IURP EHWWHU XVH
RI DJHQW WLPH, WKH DELOLW\ WR JDLQ PRUH FRQWDFWV SHU KRXU, LQWHJUDWLQJ DJHQW UHTXLUHPHQWV RQ RQH
GHVNWRS DSSOLFDWLRQ ZLWK QXPHURXV VHUYLFHV, DQG PLQLPL]LQJ LGOH WLPH IRU DJHQWV.
41
$ UHWXUQ RQ LQYHVWPHQW ,52,, LV SUHVHQWHG WR WKH FXVWRPHU LQ WKH SUH-VDOHV VWDJH RI WKH QHJRWL-
DWLRQ WR OHYHUDJH WKH SD\EDFN IRU WKH LQYHVWPHQW. 7KH 52, LV QRUPDOO\ SUHVHQWHG XVLQJ WDUJHWHG
FDOO FHQWHU LPSURYHPHQWV WR SURGXFWLYLW\ DQG LWV LPSDFW WR WKH RSHUDWLQJ FRVWV. ,Q JHQHUDO,
LQFUHDVHG SURGXFWLYLW\ SHUFHQWDJHV FDQ EH UHDFKHG, DV OLVWHG EHORZ, GHSHQGLQJ RQ WKH RULJLQDO
HQYLURQPHQW ,L.H., PDQXDO GLDOLQJ YV. DXWRPDWHG GLDOLQJ, &7, HQDEOHG GHVNWRSV, HWF.,:
- ,QERXQG 6FUHHQ#SRSV FDQ LPSURYH SURGXFWLYLW\ E\ 15 WR 20.
- /RDG %DODQFLQJ FDQ LPSURYH SURGXFWLYLW\ E\ 10 WR 20.
- 3UHGLFWLYH GLDOLQJ FDQ LPSURYH SURGXFWLYLW\ E\ 100 WR 500.
- &DOO %OHQGLQJ FDQ LPSURYH SURGXFWLYLW\ E\ 25 WR 5.
2UDFOH SURYLGHV VHOHFW PLGGOHZDUH SDUWQHU SURGXFWV ,L.H., 3URVSHFWV &7,, *UDGLHQWV '&(, HWF.,
DV 2UDFOH EUDQGHG DQG VXSSRUWHG &DOO &HQWHU SURGXFWV, DV ZHOO DV RXW RI WKH ER[ LQWHJUDWLRQ
ZLWK VHOHFWHG 2UDFOH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW DQG (QWHUSULVH DSSOLFDWLRQV WR FUHDWH
WHOHSKRQ\ HQDEOHG VROXWLRQV DFURVV WKH HQWHUSULVH.
2UDFOH LV WKH RQO\ YHQGRU ZKR FDQ RIIHU D FDOO FHQWHU IXOO\ LQWHJUDWHG ZLWK WKH IURQW DQG EDFN
RIILFH RSHUDWLRQV DQG LQIRUPDWLRQ XWLOL]LQJ HQWHUSULVH ZLGH LQIRUPDWLRQ IRU JUHDWHU HIILFLHQF\ RI
UHVRXUFHV DQG DFFXUDF\ LQ LQIRUPDWLRQ. ,Q DGGLWLRQ, 2UDFOH RIIHUV D EOHQGHG FDOO FHQWHU HQYLURQ-
PHQW, HQDEOLQJ PD[LPXP DJHQW SURGXFWLYLW\ DQG FDOO FHQWHU SURILWDELOLW\ ZLWK WKH VXSSRUW RI
ERWK LQERXQG DQG RXWERXQG FDOO FHQWHU FDSDELOLWLHV. 'XH WR 2UDFOHV DSSURDFK LQ EXLOGLQJ IXWXUH
UHOHDVHV, WKH FXVWRPHU ZLOO ILQG WKDW WKH WLPH WR LPSOHPHQW D FDOO FHQWHU LV GUDVWLFDOO\ UHGXFHG
IURP LQVWDQFHV LQ WKH SDVW. :KLOH FDOO FHQWHU YHQGRUV QRUPDOO\ SURGXFH RQO\ D WRRO NLW, ZKLFK
UHTXLUHV VLJQLILFDQW FXVWRPL]DWLRQ LQ WKH ILHOG, 2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ RIIHUV DQ
RXW-RI-ER[ LQVWDOODWLRQ ZLWK UHGXFHG FRVW DQG WLPH WR LPSOHPHQW.
7KH &DOO &HQWHU SURGXFW IDPLO\ LV FUHDWHG ZLWKLQ WKH GHYHORSPHQW RUJDQL]DWLRQ. ,W LV WHVWHG
WKRURXJKO\, ERWK DV LQGLYLGXDO DQG LQWHJUDWHG FRPSRQHQWV. 6LQFH LW LV QRW D FRQVXOWLQJ VROXWLRQ,
EXW D SURGXFW, WKH &DOO &HQWHU DSSOLFDWLRQV DQG WKH LQWHJUDWLRQ ZLWK IURQW DQG EDFN RIILFH SURG-
XFWV DUH IXOO\ VXSSRUWHG DQG XSJUDGHDEOH. :LWK WKH FRPSHWLWRUV XVXDO WRRO NLW DSSURDFK, GHYHO-
RSPHQW LV GRQH RQ DQ DG-KRF EDVLV DW WKH FXVWRPHU VLWH, PDNLQJ WHVWLQJ H[WUHPHO\ GLIILFXOW DQG
D GHVLJQDWHG XSJUDGH SDWK LPSRVVLEOH.
,QFUHDVHV#&XVWRPHU#5HWHQWLRQ
,QFUHDVLQJ FXVWRPHU OR\DOW\ DQG UHWHQWLRQ UHGXFHV WKH FRVW RI REWDLQLQJ QHZ FXVWRPHUV ZKLOH
LQFUHDVLQJ WKH RSSRUWXQLWLHV RI XS VHOOLQJ DQG FURVV-VHOOLQJ WR H[LVWLQJ FXVWRPHUV. 2UDFOHV
DSSURDFK WR FXVWRPHU-IRFXVHG REMHFWLYHV DQG LQIRUPDWLRQ VXSSRUWV FXVWRPHU UHWHQWLRQ LQ FDOO
FHQWHU DQG WKURXJKRXW WKH &XVWRPHU 5HODWLRQVKLS 0DQDJHPHQW VXLWH. :LWK DGYDQFHG URXWLQJ
EDVHG RQ VNLOOV, UXOHV DQG UHFRUGV, DQG ZLWK DGYDQFHG TXHXLQJ, D FXVWRPHU FDQ EH URXWHG WR WKH
ULJKW DJHQW RQ D WLPHO\ EDVLV. 7KLV FDQ EH DQ DJHQW ZLWK ZKRP WKH\ KDYH EHHQ ZRUNLQJ, DQG DQ
DJHQW ZLWK WKH DSSURSULDWH VNLOO VHW DQG H[SHULHQFH. %\ KDYLQJ WKH DELOLW\ WR URXWH E\ VSHFLILF
VFHQDULRV, WKH FXVWRPHU LV WUDQVIHUUHG IHZHU WLPHV ZLWK OHVV FKDQFH RI GURSSHG FDOOV. 7KLV DELOLW\
42
KHOSV UHGXFH WKH IUXVWUDWLRQ OHYHO RI D FXVWRPHU DV ZHOO DV IDFLOLWDWH FRQVLVWHQW DQG DSSURSULDWH
OHYHOV RI FXVWRPHU VHUYLFH DQG VDOHV. $JHQW DFFHVV WR WKH FXVWRPHU LQIRUPDWLRQ ZLWK DQ HQWHU-
SULVH-ZLGH YLHZ SURYLGHV IRU HIILFLHQW DQG HIIHFWLYH FRQWDFW WLPH ZLWK WKH FXVWRPHU.
,QFUHDVHV#$JHQW#5HWHQWLRQ#DQG#3URGXFWLYLW\#
+LJK DJHQW WXUQRYHU UDWHV LPSDFW WKH FDOO FHQWHU RSHUDWLRQV DQG FRVWV. $V D UHVXOW RI KLJK WXUQ-
RYHU UDWHV PDQDJHPHQW KDV WR LQYHVW WLPH DQG UHVRXUFHV WR WUDLQ QHZ DJHQWV. 0DQDJHPHQW QHHGV
WR XQGHUVWDQG WKDW DJHQW IUXVWUDWLRQV FDQ FDXVH WKHP WR OHDYH WKH FRPSDQ\. 2UDFOH SURYLGHV WKH
WRROV WR HQFRXUDJH DJHQWV, QRW IUXVWUDWH WKHP. 7KH FDOO FHQWHU DSSOLFDWLRQV FDQ UHGXFH WKH WUDLQ-
LQJ WLPH RI QHZ DJHQW DV FXVWRPHU LQIRUPDWLRQ LV UHDGLO\ DYDLODEOH DQG WKH DJHQW GRHV QRW KDYH
WR EH WUDLQHG RQ PXOWLSOH VRXUFHV RI LQIRUPDWLRQ. %\ KDYLQJ DFFHVV WR WKH ULJKW LQIRUPDWLRQ DW
WKH ULJKW WLPH, WKH DJHQW LV OHVV IUXVWUDWHG DQG FDQ SURYLGH D SRVLWLYH H[SHULHQFH WR WKH FXVWRPHU
E\ HDVLO\ DGGUHVVLQJ WKH FXVWRPHUV QHHGV. )XOO\ LQWHJUDWHG IURQW DQG EDFN RIILFH LQIRUPDWLRQ
SURYLGHV WKH DJHQW ZLWK WKH GDWD QHHGHG WR VHUYLFH D FXVWRPHU E\ SURYLGLQJ LQIRUPDWLRQ OLNH
FXUUHQW SURGXFW DYDLODELOLW\, RUGHU SURFHVVLQJ XSGDWHV, NQRZOHGJH EDVH GDWD RQ SURGXFW LVVXHV.
,Q DGGLWLRQ, 2UDFOHV EOHQGHG FDOO FHQWHU FDSDELOLW\ ZLOO KHOS LPSURYH DJHQW HIILFLHQF\ DQG WXUQ
WKH FDOO FHQWHU LQWR D SURILW FHQWHU E\ XWLOL]LQJ VORZ LQERXQG FDOO WLPHV WR SURFHVV RXWERXQG
SURMHFWV OLNH VDOHV DQG PDUNHWLQJ.
,QWHJUDWLRQ
7KH IROORZLQJ GLDJUDPV LOOXVWUDWH SURGXFW LQWHJUDWLRQ ZLWKLQ 2UDFOH &DOO &HQWHU SURGXFW IDPLO\.
43
,Q UHOHDVH 3L#2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP,8WLOLWLHV DQG )LQDQFLDO 6HUYLFHV DUH QRW RQ 2UD-
FOH/ DQG GR QRW LQWHJUDWH ZLWK 2UDFOH DSSOLFDWLRQV RXWVLGH RI &DOO &HQWHU SURGXFW IDPLO\. :LWKLQ
&DOO &HQWHU SURGXFW IDPLO\, 27%78 DQG 27%)6 GR 127 ,QWHJUDWH ZLWK 2UDFOH 7HOHSKRQ\
0DQDJHU RU 2UDFOH &DOO &HQWHU ,QWHOOLJHQFH.
7KH 3L UHOHDVH RI WKH &DOO &HQWHU SURGXFW IDPLO\ ZLOO KDYH JUHDW IOH[LELOLW\ LQ LQWHJUDWLQJ ZLWK
RWKHU SURGXFW HQYLURQPHQWV. 7KH 3L UHOHDVH ZLOO DOORZ 270 WR LQWHJUDWH WR WKH 2UDFOH &XVWRPHU
&DUH#DSSOLFDWLRQ. 270 LWVHOI ZLOO LQWHJUDWH ZLWK WKH 2UDFOH +506. 2WKHU LQWHJUDWLRQ PD\ EH
SRVVLEOH EXW ZLOO UHTXLUH FXVWRP PRGLILFDWLRQV DQG ZLOO EH VLWXDWLRQ GHSHQGHQW.
44
$SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV
2UDFOH &DOO &HQWHU SURGXFW IDPLO\ EHFDPH D SDUW RI 2UDFOH &50 VXLWH IROORZLQJ 9HUVDWLOLW\
DFTXLVLWLRQ. 5HOHDVH 3.0 ZDV WKH ILUVW UHOHDVH XQGHU 2UDFOH QDPH.
7KH IROORZLQJ GLDJUDP LOOXVWUDWHV DSSOLFDWLRQ UHOHDVH GLIIHUHQFHV EHWZHHQ UHOHDVHV 3.0 DQG 3L#LQ#
WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\:
45
5HVRXUFHV#IRU#,QIRUPDWLRQ
:HE#6LWHV
)RU JHQHUDO SURGXFW LQIRUPDWLRQ DQG GRFXPHQWDWLRQ:
2UDFOH &50 ZHEVLWH--KWWS:,,FUP.XV.RUDFOH.FRP
2UDFOH 3URGXFWV RQ /LQH ZHEVLWH--KWWS:,,SURGXFWV.XV.RUDFOH.FRP. 6HOHFW#$SSOLFDWLRQV2&DOO#
&HQWHU
)RUPHU 9HUVDWLOLW\ ZHEVLWH--KWWS:,,YLF.XV.RUDFOH.FRP
)RU 3L UHOHDVH QRWHV DQG GRFXPHQWDWLRQ:
KWWS:,,FUP.XV.RUDFOH.FRP,3LWRL,LQGH[.KWPO
)RU LQGXVWU\ RYHUYLHZ, LVVXHV DQG UHFHQW GHYHORSPHQWV:
,QFRPLQJ &DOOV 0DQDJHPHQW ,QVWLWXWH--KWWS:,,ZZZ.LQFRPLQJ.FRP
&DOO &HQWHU 0DJD]LQH--KWWS:,,ZZZ.WPFQHW.FRP,FFV,
$&' &DOO &HQWHU 2Q /LQH /HDUQLQJ &HQWHU--KWWS:,,ZZZ.FDOO-FHQWHU.QHW
&DOO &HQWHU 1HWZRUN *URXS--KWWS:,,ZZZ.FFQJ.FRP,QHZVWFVSURGXFW.KWP
&DOO &HQWHU 1HZV 6HUYLFH--KWWS:,,ZZZ.FDOOFHQWHUQHZV.FRP
7HOHSOD]D--KWWS:,,ZZZ.WHOHSOD]D.FRP
1RUWKHUQ 7HOHFRP--KWWS:,,ZZZ.QRUWHOQHWZRUNV.FRP
46
5HYLHZ
1RZ#WKDW#\RX#KDYH#UHDG#WKH#&DOO#&HQWHU#2YHUYLHZ#VHFWLRQ/#ZRUN#WKURXJK#WKH#IROORZLQJ#TXHVWLRQV#WR#KHOS#UHLQ0
IRUFH#WKH#OHDUQLQJ#SURYLGHG#LQ#WKLV#GRFXPHQW1#$W#WKH#HQG#RI#HDFK#TXHVWLRQ#LV#D#SRLQWHU#WR#WKH#VHFWLRQ#WKDW#FRQ0
WDLQV#WKH#DQVZHU#LI#\RX#QHHG#WR#UHIHU#EDFN#WR#WKH#GRFXPHQW1
1. :KDW DUH WKH WZR PDLQ FDWHJRULHV RI FDOO FHQWHUV" ,6HH VHFWLRQ :KDW#LV#D#&DOO#&HQWHU",
2. 1DPH VRPH RI WKH FDOO FHQWHU IXQFWLRQV DV D EXVLQHVV XQLW" ,6HH VHFWLRQ :KDW#LV#D#&DOO#&HQ0
WHU",
3. +RZ GRHV ,QERXQG FDOO HQYLURQPHQW GLIIHU IURP 2XWERXQG" ,6HH VHFWLRQV 2QFH#WKH#FDOO#HQWHUV
DQG 2XWERXQG#&DOOV,
4. /LVW DW OHDVW HOHYHQ RI WKH 2UDFOH &DOO &HQWHU DSSOLFDWLRQV. ,6HH VHFWLRQ &DOO#&HQWHU#3URGXFW#
)DPLO\,
-
-
-
-
-
-
-
-
-
-
-
5. :KDW GRHV &7, VWDQG IRU" :KDW DUH WKH FRPPRQ FRPSRQHQWV RI &7," ,6HH VHFWLRQV 2QFH#WKH#
FDOO#HQWHUV WKH#,QERXQG#&DOO#&HQWHU DQG 2XWERXQG#&DOOV,
6. /LVW DQG H[SODLQ WKH EXVLQHVV EHQHILWV SURYLGHG E\ 2UDFOH &DOO &HQWHU SURGXFW IDPLO\" ,6HH
VHFWLRQ %XVLQHVV#%HQHILWV,
F FF F
W WW W
L LL L
# ## #
P PP P
L LL L
G GG G
G GG G
O OO O
H HH H
Z ZZ Z
D DD D
U UU U
H HH H
# ## #
F FF F
W WW W
L LL L
# ## #
P PP P
L LL L
G GG G
G GG G
O OO O
H HH H
Z ZZ Z
D DD D
U UU U
H HH H
# ## #
F FF F
W WW W
L LL L
# ## #
P PP P
L LL L
G GG G
G GG G
O OO O
H HH H
Z ZZ Z
D DD D
U UU U
H HH H
# ## #
F FF F
W WW W
L LL L
# ## #
P PP P
L LL L
G GG G
G GG G
O OO O
H HH H
Z ZZ Z
D DD D
U UU U
H HH H
# ## #
F FF F
W WW W
L LL L
# ## #
P PP P
L LL L
G GG G
G GG G
O OO O
H HH H
Z ZZ Z
D DD D
U UU U
H HH H
&7,#0LGGOHZDUH
48
&7,#0LGGOHZDUH
49
&7,#0LGGOHZDUH
&7,#0,''/(:$5(#29(59,(:
/HDUQHU#2EMHFWLYHV
7KLV VHFWLRQ RI WKH SUH-VWXG\ FRXUVH LV GHVLJQHG WR SURYLGH WKH OHDUQHU ZLWK DQ RYHUYLHZ RI &7,
0LGGOHZDUH#DQG LWV XVHV ZLWKLQ WKH FDOO FHQWHU HQYLURQPHQW. 8SRQ FRPSOHWLRQ RI WKLV VHFWLRQ
WKH OHDUQHU ZLOO EH DEOH WR:
'HILQH ZKDW WKH &7, 0LGGOHZDUH SURGXFW LV.
([SODLQ WKH &7, 0LGGOHZDUHV UROH LQ WKH 2UDFOHV &DOO &HQWHU SURGXFW IDPLO\.
:RUNLQJ NQRZOHGJH RI :LQGRZV 95,17 RSHUDWLQJ V\VWHPV
)DPLOLDULW\ ZLWK WHOHFRPPXQLFDWLRQ HTXLSPHQW ,L.H., 3%;V, $&'V, ,95V, HWF.,
)DPLOLDULW\ ZLWK 3%; VXSSOLHUV
)DPLOLDULW\ ZLWK WHOHFRPPXQLFDWLRQ WKHRULHV DQG FRQFHSWV
%DFNJURXQG LQ FDOO FHQWHU RSHUDWLRQV DQG PDQDJHPHQW
)DPLOLDULW\ ZLWK 2UDFOH 7HOHSKRQ\ 0DQDJHU.
7HUPV
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ#+&7,,$ WHFKQRORJ\, ZKLFK FRPELQHV FRPSXWHUV ZLWK
&67$#&RPSOLDQW7KH DFURQ\P &67$ VWDQGV IRU &RPSXWHU 6XSSRUWHG 7HOHFRPPXQLFDWLRQV
$SSOLFDWLRQV. &67$ LV D &7, LQWHUIDFH WKDW FDQ SURYLGH VXSSRUW IRU 7HOHSKRQH &RPPXQLFDWLRQV
OLNH IXQFWLRQV IRU \RXU SKRQH EXW DOVR EH XVHG LQ FDOO FHQWHUV. &67$ LV D PDWXUHG VWDQGDUG,
GHYHORSHG LQ (&0$ E\ FRPPLWWHG VZLWFK DQG FRPSXWHU PDQXIDFWXUHUV, ZLWK D FRQVLGHUDEOH
&7, WUDFN UHFRUG. &67$ LV QRW FRQFHUQHG ZLWK WKH VSHFLILFV RI WKH LQWHUIDFH WR WHUPLQDOV ,H.J.
SKRQHV,. 7KH 3%; LV UHVSRQVLEOH IRU GHWHUPLQLQJ KRZ WR VXSSRUW D JLYHQ &67$ VHUYLFH UHTXHVW.
7KH UHODWLRQVKLS EHWZHHQ &67$ VHUYLFHV DQG WKH VHUYLFHV SURYLGHG WR XVHUV E\ FRPSXWHUV DQG
6SHFLDO 5HVRXUFHV ,VXFK DV YRLFH V\QWKHVL]HUV, UHFRUGHUV, HWF., LV VLPLODUO\ GH-FRXSOHG: FRPSXW-
HUV DQG 6SHFLDO 5HVRXUFHV PD\ SURYLGH &67$ 6HUYLFHV LQ DQ\ ZD\ WKDW LV FRQYHQLHQW DQG,RU
DSSURSULDWH IRU WKH SURGXFW LQYROYHG. &67$ LPSRVHV QR LPSOHPHQWDWLRQ FRQVWUDLQWV RQ WKH
LQWHUQDO IXQFWLRQLQJ RI FRPSXWHU DSSOLFDWLRQV, 6SHFLDO 5HVRXUFHV RU WKHLU FRQQHFWLRQV WR WKH
50
&7,#0LGGOHZDUH
3%;. 6HUYLFHV SURYLGHG E\ &67$ FRQVLVW RI REVHUYLQJ DQG,RU DFWLQJ XSRQ REMHFWV ,H.J. SKRQHV
DQG FDOOV, WKDW FDQ EH DFFHVVHG E\ WKH VHUYHU RQ EHKDOI RI WKH FOLHQW. 7KH REMHFWV DQG WKHLU
EHKDYLRU DUH GHILQHG LQ D GHWHUPLQLVWLF LPSOHPHQWDWLRQ-LQGHSHQGHQW PDQQHU LQ WKH &67$ RSHU-
DWLRQDO PRGHO. 7KHVH REMHFWV DUH QRW FRQVWUDLQHG WR RQH SDUWLFXODU SKRQH LQWHUIDFH DV WKH &67$
LQWHUIDFH GLUHFW WR WKH 3%; DQG VR LV LQGHSHQGHQW RI WKH REMHFWV
&7,#/LQN7KH QHWZRUN FRPPXQLFDWLRQ LQWHUIDFH EHWZHHQ WKH &7, VHUYHU DQG WKH 3%;.
0LGGOHZDUH7KH VRIWZDUH FRPSRQHQW WKDW DOORZV WKH 2UDFOH &DOO &HQWHU DSSOLFDWLRQV VXFK DV
2UDFOH 2SHQ7HO VHUYHU WR FRPPXQLFDWH ZLWK WKH VZLWFK.
3ULYDWH#%UDQFK#([FKDQJH#+3%;,3ULYDWH %UDQFK ([FKDQJH ,3%;, LV D SLHFH RI GLJLWDO WHOH-
SKRQH VZLWFKLQJ HTXLSPHQW RZQHG E\ D SULYDWH SDUW\, UDWKHU WKDQ WKH WHOHSKRQH FRPSDQ\. 7KH
3%; ,DOVR NQRZQ VLPSO\ DV D VZLWFK, UHSODFHV WKH IXQFWLRQDOLW\ RI D WHOHSKRQH FRPSDQ\ FHQ-
WUDO RIILFH, VHUYLQJ DV WKH KHDUW RI D SULYDWH WHOHSKRQH QHWZRUN.
6ZLWFK6HH 3ULYDWH %UDQFK ([FKDQJH ,3%;,.
&7,#0LGGOHZDUH#$SSOLFDWLRQ
&7,#0LGGOHZDUH#'HVFULSWLRQ
&7, 0LGGOHZDUH ILUVW SUHPLHUHG LQ UHOHDVH 3.0 ZLWK WKH LQWHJUDWLRQ RI $VSHFWV 3URVSHFW. :LWK
WKH UHOHDVH RI 3L#QHZ &7, 0LGGOHZDUH RIIHULQJV KDYH PDGH WKHLU GHEXW, WKHVH EHLQJ &7-&RQQHFW
E\ 'LDORJLF DQG *HQHV\V E\ 5RFNZHOO. &7, 0LGGOHZDUH LV D WHUP XVHG WR GHVFULEH WKLV JURXS RI
SURGXFWV WKDW DOORZ FRPPXQLFDWLRQ EHWZHHQ 2UDFOH 7HOHSKRQ\ 0DQDJHU, 2UDFOH 2SHQ7HO DQG
WKH FXVWRPHUV 3ULYDWH#%UDQFK#([FKDQJHV#+3%;,. &7, 0LGGOHZDUH DFWV DV D W\SH RI WUDQVODWRU
IRU WKH &7, HYHQWV JHQHUDWHG RQ WKH 3%; DQG FRPPXQLFDWHV WKRVH HYHQWV WR 2UDFOH 2SHQ7HO
OD\HU LQ D VSHFLILF IRUPDW. 7KLV DOORZV XV WR ZRUN ZLWK YDULRXV VZLWFKHV. %\ XWLOL]LQJ WKLV
PHWKRG ZH DOVR HQVXUH IXQFWLRQDOLW\ ZKHQ VZLWFKHV DUH XSJUDGHG DV WKH PLGGOHZDUH FRPSR-
QHQWV DUH XSJUDGHG ZKLOH PDLQWDLQLQJ D FRQVLVWHQF\ ZLWK WKH LQWHUIDFH EHWZHHQ WKHPVHOYHV DQG
WKH 2UDFOH 2SHQ7HO DSSOLFDWLRQ.
51
&7,#0LGGOHZDUH
.H\#)HDWXUHV
)OH[LELOLW\#:LWK#6ZLWFK#,QWHJUDWLRQ
)RU 3%;V LQ WRGD\V PDUNHW WKDW DUH &67$#FRPSOLDQW, 2UDFOHV &7, 0LGGOHZDUH LV GHVLJQHG VR
ZH FDQ LQWHUIDFH ZLWK PXOWLSOH 3%;V ZLWKRXW KDYLQJ WR DGDSW QHZ VRIWZDUH IRU HDFK 3%;. ,W
VXSSRUWV PDQ\ OHDGLQJ 3%;V XVLQJ VWDQGDUG &7, $3,V WKDW FRPPXQLFDWH WR HDFK VZLWFKV &7,#
OLQN. 7KH &7, 0LGGOHZDUH PDSV HDFK 3%;V &7, OLQN WR D &67$-FRPSOLDQW VHW RI $3,V WKDW DUH
DYDLODEOH WR 2UDFOH. 7KLV SURYLGHV D VWDQGDUG DSSURDFK LQ WKH GHYHORSPHQW RI WKH &7, 0LGGOH-
ZDUH, ZKLFK VWUHDPOLQHV LPSOHPHQWDWLRQ DQG RQJRLQJ VXSSRUW. &7, 0LGGOHZDUH H[SDQGV VXS-
SRUWHG VZLWFK RSWLRQV, VHFXULQJ H[LVWLQJ LQYHVWPHQWV IRU FXVWRPHUV.
%XVLQHVV#%HQHILWV
&7, 0LGGOHZDUH ZLOO EH D QHFHVVDU\ FRPSRQHQW IRU DQ\ LPSOHPHQWDWLRQ LQYROYLQJ &7,. 7KH
DGYDQWDJHV WR WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\ DUH:
(DVH#RI#,QWHJUDWLRQ
2UDFOH &DOO &HQWHU SURGXFWV DUH SUH-LQWHJUDWHG ZLWK &7, 0LGGOHZDUH. 7KH &7, 0LGGOHZDUH LV
GHVLJQHG WR DGKHUH WR EDVLF &7, VWDQGDUGV. :LWK WKLV DOUHDG\ LQ SODFH, ZH FDQ VDIHO\ LQWHJUDWH
ZLWK QXPHURXV 3%;V. 7KH WLPH GRHV QRW QHHG WR EH VSHQW RQ GHYHORSPHQW RI D QHZ &7, 0LG-
GOHZDUH FRPSRQHQW IRU HYHU\ 3%; ZH HQFRXQWHU.
)DVWHU#,PSOHPHQWDWLRQ#7LPH#$QG#&RVW#6DYLQJV
+DYLQJ WKH WHFKQRORJ\ LV DOZD\V KDOI WKH HIIRUW LQ DQ\ LPSOHPHQWDWLRQ. 6LQFH 2UDFOH DOUHDG\ KDV
WKH &7, 0LGGOHZDUH WHFKQRORJ\, LPSOHPHQWDWLRQV DUH IDVWHU. )DVWHU LPSOHPHQWDWLRQV QRUPDOO\
UHVXOW LQ FRVW VDYLQJV WR WKH FXVWRPHU.
6ZLWFK#8SJUDGH#6WDELOLW\
6ZLWFK YHUVLRQV PD\ FKDQJH, EXW WKHVH FKDQJHV KDYH OHVV RI DQ HIIHFW RQ WKH 2UDFOH SURGXFWV, DV
ZH RQO\ KDYH WR ZRUU\ DERXW WDONLQJ WR WKH PLGGOHZDUH, ZKLFK GRHV QRW XVXDOO\ XQGHUJR PDMRU
FKDQJHV LQ WKHVH VLWXDWLRQV. $V ORQJ DV WKH LQGXVWU\ ,&67$, VWDQGDUGV DUH PDLQWDLQHG, DQ
XSJUDGH ZLOO QRW DIIHFW WKH PLGGOHZDUH.
52
&7,#0LGGOHZDUH
,QWHJUDWLRQ
&7, 0LGGOHZDUH LQWHJUDWHV RQO\ ZLWKLQ WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\. ,WV PDLQ LQWHJUD-
WLRQ SRLQWV DUH ZLWK WKH SKRQH VZLWFK LWVHOI DQG HLWKHU 2UDFOH 2SHQ7HO VHUYHU RU ZLWK WKH 2UD-
FOH 2SHQ7HO .GOO YHUVLRQ XVHG ZLWK WKH GHVNWRS DSSOLFDWLRQ 2UDFOH 7HOH%XVLQHVV#IRU 7HOHFRPP
DQG 8WLOLWLHV RU 2UDFOH 7HOH%XVLQHVV#IRU )LQDQFLDO 6HUYLFHV.
,Q WKH 3.0 UHOHDVH WKH 2UDFOH 7HOHSKRQ\ 0DQDJHU DSSOLFDWLRQ LQWHJUDWHG ZLWK WKH $VSHFW VZLWFK
YLD WKH 3URVSHFW &7,#0LGGOHZDUH SLHFH. :LWK WKH UHOHDVH RI 3L, 2UDFOH &DOO &HQWHU ZLOO H[SDQG
LWV VXSSRUW WR LQFOXGH /XFHQW DQG 1RUWHO SKRQH VZLWFKHV YLD WKH &7-&RQQHFW &7, 0LGGOHZDUH
OD\HU. $GRSWLRQ RI QHZ &7, 0LGGOHZDUH LV QRZ DYDLODEOH GXH WR WKH LQWURGXFWLRQ RI WKH 2UDFOH
2SHQ7HO VHUYHU DSSOLFDWLRQ.
7KH IROORZLQJ GLDJUDP LOOXVWUDWHV &7, PHVVDJLQJ LQ DQ $VSHFW 3%; (QYLURQPHQW ,UHOHDVH 3.0,
3L,. ,Q WKLV GLDJUDP WKH 3URVSHFW ER[ LV WKH &7, 0LGGOHZDUH.
7KH QH[W GLDJUDP VKRZV &7, PHVVDJLQJ LQ D QRQ-$VSHFW 3%; HQYLURQPHQW VXFK DV /XFHQW RU
1RUWHO ,UHOHDVH 3L RQO\,. ,Q WKLV GLDJUDP WKH &7-&RQQHFW ER[ LV WKH &7, 0LGGOHZDUH. 7KLV GLD-
JUDP ZRXOG DOVR KROG WUXH LI *HQHV\V RU DQ\ RI WKH RWKHU VXSSRUWHG PLGGOHZDUH FRPSRQHQWV,
ZLWK WKH H[FHSWLRQ RI $VSHFWV 3URVSHFW FRPSRQHQW.
53
&7,#0LGGOHZDUH
7KH#7HFKQRORJ\
7HFKQLFDO#3ODWIRUP#'HVFULSWLRQ
7KH WHFKQRORJ\ RI HDFK PLGGOHZDUH SLHFH YDULHV GHSHQGLQJ RQ WKH YHQGRU. 0RVW DUH ZULWWHQ LQ
& ODQJXDJHV. 7KH PLGGOHZDUH FRPSRQHQWV OHYHUDJH WKH &7, HYHQW PHVVDJLQJ HPEHGGHG LQ
3%;V DQG DFWV DV D NLQG RI WUDQVODWRU.
6XJJHVWHG#6HUYHU#&RQILJXUDWLRQ=
6HUYHU &ODVV 'XDO-SURFHVVRU 3HQWLXP 400 0+] 3&
512 0E\WHV 5$0
10,100 %DVH-7
&'-520
7ZR 4.3 *% 6&6,-2 +''
3.5 )ORSS\
:LQ 17 4.0 6HUYHU 633 26
6RIWZDUH
&7, 0LGGOHZDUH 6RIWZDUH
&7-&RQQHFW RU 3URVSHFW
'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVHV
544##613
6LQFH WKH &7, 0LGGOHZDUH LV SULPDULO\ WKLUG SDUW\ UHODWHG, WKHUH ZHUH QR UHDO FKDQJHV WUDFNHG
IURP SUHYLRXV YHUVLRQV.
613##6L
6LQFH WKH &7, 0LGGOHZDUH LV SULPDULO\ WKLUG SDUW\ UHODWHG, WKHUH ZHUH QR UHDO FKDQJHV WUDFNHG
IURP SUHYLRXV YHUVLRQV.
6ZLWFK &50#5HOHDVH# 0LGGOHZDUH 9HQGRU
$VSHFW 613/#6L 3URVSHFW $VSHFW
/XFHQW 6L &70&RQQHFW 'LDORJLF
1RUWHO 6L &70&RQQHFW 'LDORJLF
54
&7,#0LGGOHZDUH
,PSOHPHQWDWLRQ
,QVWDOODWLRQ
6XSSRUWLQJ VWHSV IRU WKH LQVWDOODWLRQ RI WKH &7, 0LGGOHZDUH SLHFH ZLOO YDU\ GHSHQGLQJ RQ ZKLFK
VXSSRUWHG PLGGOHZDUH FOLHQW LV LPSOHPHQWHG. ,Q PRVW FDVHV WKH LQVWDOODWLRQ ZLOO FRQVLVW RI MXVW D
IHZ VWHSV, VRPH RI ZKLFK DUH:
(QVXUH SKRQH VZLWFK KDV EHHQ FRQILJXUHG SURSHUO\, LV UXQQLQJ WKH SURSHU VRIWZDUH UHYLVLRQ
DQG KDV DQ\ QHFHVVDU\ SDWFKHV RU RSWLRQDO VRIWZDUH SDFNDJHV LQVWDOOHG. ,5HTXLUHPHQWV ZLOO
YDU\ GHSHQGLQJ RQ WKH VZLWFK LQYROYHG, IRU GHWDLOV VHH SURGXFW ZHE VLWH RU SURGXFW PDQDJHU
DW WLPH RI LPSOHPHQWDWLRQ., 7KLV LQIRUPDWLRQ PXVW XVXDOO\ EH FRQILUPHG WKURXJK WKH FXV-
WRPHUV SKRQH VZLWFK DGPLQLVWUDWRU.
&RQILJXUH WKH OLQN RQ WKH 3%; IRU WKH &7, 0LGGOHZDUH. 7KLV VWHS LV DOVR SHUIRUPHG E\ WKH
FXVWRPHUV VZLWFK DGPLQLVWUDWRU XVLQJ VSHFLILFDWLRQV WKDW DUH VZLWFK DQG PLGGOHZDUH GHSHQ-
GHQW. 7KLV LV D VLPSOH SURFHVV LQ PRVW FDVHV, LQYROYLQJ VWHSSLQJ WKURXJK WKH SDUDPHWHUV RI
WKH OLQN DQG GHILQLQJ D SRUW DGGUHVV. ,W VKRXOG WDNH ZHOO XQGHU DQ KRXU.
,QVWDOO WKH &7, 0LGGOHZDUH VRIWZDUH. 0RVW PLGGOHZDUH LQVWDOODWLRQV DUH VLPSOH VHWXS.H[H
W\SH LQVWDOODWLRQV, ZKLFK DUH UXQ RII RI D FG DQG FRPSOHWHG LQ 30 PLQXWHV RU VR.
&UHDWH D OLQN RQ WKH &7, 0LGGOHZDUH WR WDON WR WKH 3%; /LQN. 7KLV VWHS, SHUIRUPHG DIWHU
LQVWDOODWLRQ RI WKH &7, 0LGGOHZDUH, LV D VKRUW SURFHVV UHTXLULQJ FRQILJXUDWLRQ RI D KDOI
GR]HQ RU VR YDULDEOHV DQG WKHQ WHVWLQJ WKH OLQN.
7HVW WHOHSKRQ\ WR HQVXUH SURSHU PHVVDJLQJ LV RFFXUULQJ. 7HVWLQJ FDQ EH GRQH VHYHUDO ZD\V,
HLWKHU E\ SODFLQJ DQG UHFHLYLQJ FDOOV RQ D PRQLWRUHG H[WHQVLRQ ZLWK D WHOHSKRQH VHW, RU E\
XVLQJ RQH RI D IHZ WHVW XWLOLWLHV WKDW ZLOO EH DYDLODEOH WR WKH WHFKQLFDO FRQVXOWDQW.
6HWXS
1R EXVLQHVV DSSOLFDWLRQ VHWXS LV UHTXLUHG IRU UHOHDVH 3.0,3L IRU &7, 0LGGOHZDUH.
8SJUDGHV
8SJUDGH SDWKV ZLOO EH XQLTXH IRU HDFK VHSDUDWH PLGGOHZDUH SLHFH DQG ZLOO KDYH WR EH GHWHU-
PLQHG RQ DQ DV QHHG EDVLV. ,Q PRVW FDVHV XSJUDGLQJ WKH PLGGOHZDUH LV YHU\ VLPSOH.
55
&7,#0LGGOHZDUH
*OREDO#&RQVLGHUDWLRQV
'HSHQGLQJ RQ WKH FXVWRPHUV SKRQH VZLWFK DQG WKH VXSSRUWHG YHUVLRQ RI PLGGOHZDUH XVHG WR
FRPPXQLFDWH ZLWK WKH VZLWFK, WKHUH PD\ EH LVVXHV ZLWK LQWHUQDWLRQDO LPSOHPHQWDWLRQV.
7UDQVODWLRQ#3ODQV
,QWHUQDWLRQDO YHUVLRQV RI WKH VXSSRUWHG PLGGOHZDUH SURGXFWV H[LVW. +RZHYHU LW VKRXOG EH FRQ-
ILUPHG ZLWK WKH YHQGRU ,L.H. $VSHFW RU 'LDORJLF, WKDW VXSSRUW IRU WKH VSHFLILF FXVWRPHU ORFD-
WLRQ,FRXQWU\,ODQJXDJH LV SURYLGHG.
5HVRXUFHV#IRU#,QIRUPDWLRQ
:HE#6LWHV
)RU JHQHUDO SURGXFW LQIRUPDWLRQ:
KWWS:,,SURGXFWV.XV.RUDFOH.FRP
KWWS:,,FUP.XV.RUDFOH.FRP
)RU &7-&RQQHFW &7, 6RIWZDUH LQIRUPDWLRQ:
KWWS:,,ZZZ.GLDORJLF.FRP
)RU &67$ 6WDQGDUGV LQIRUPDWLRQ:
KWWS:,,ZZZ.HFPD.FK,WRSLFV,FVWD.KWP
)RU $VSHFWV 3URVSHFW &7, 6RIWZDUH LQIRUPDWLRQ:
KWWS:,,ZZZ.DVSHFW.FRP
56
&7,#0LGGOHZDUH
5HYLHZ
1RZ#WKDW#\RX#KDYH#UHDG#WKH#&7,#0LGGOHZDUH#2YHU YLHZ#VHFWLRQ/#ZRUN#WKURXJK#WKH#IROORZLQJ#TXHVWLRQV#WR#KHOS#
UHLQIRUFH#WKH#OHDU QLQJ#SURYLGHG#LQ#WKLV#GRFXPHQW1#$W#WKH#HQG#RI#HDFK#TXHVWLRQ#LV#D#SRLQWHU#WR#WKH#VHFWLRQ#WKDW#
FRQWDLQV#WKH#DQVZHU#LI#\RX#QHHG#WR#UHIHU#EDFN#WR#WKH#GRFXPHQW1
1. 1DPH &7, 0LGGOHZDUH SURGXFWV LQFOXGHG ZLWK 2UDFOH &DOO &HQWHU SURGXFW IDPLO\" ,6HH VHF-
WLRQ &7,#0LGGOHZDUH#'HVFULSWLRQ,
2. /LVW DQG H[SODLQ WKH EHQHILWV SURYLGHG E\ &7, 0LGGOHZDUH" ,6HH VHFWLRQ %XVLQHVV#%HQHILWV,
3. :KLFK HQYLURPHQW UHTXLUHV WKH XVH RI &7-&RQQHFW PLGGOHZDUH" ,6HH VHFWLRQ $SSOLFDWLRQ#
5HOHDVH#'LIHUHQFHV,
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
# ## #
R RR R
S SS S
H HH H
Q QQ Q
W WW W
H HH H
O OO O
2SHQ7HO
58
2SHQ7HO
59
2SHQ7HO
25$&/(#23(17(/
/HDUQHU#2EMHFWLYHV
7KLV VHFWLRQ RI WKH SUH-VWXG\ FRXUVH LV GHVLJQHG WR SURYLGH WKH OHDUQHU ZLWK DQ RYHUYLHZ RI
2UDFOH 2SHQ7HO#DQG LWV XVHV ZLWKLQ WKH FDOO FHQWHU HQYLURQPHQW. 8SRQ FRPSOHWLRQ RI WKLV VHF-
WLRQ WKH OHDUQHU ZLOO EH DEOH WR:
'HVFULEH WKH IXQFWLRQDOLW\ RI 2UDFOH 2SHQ7HO1
/LVW GLIIHUHQW WHOHSKRQ\ IXQFWLRQV.
'HVFULEH WKH EHQHILWV RI &RPSXWHU 7HOHSKRQ\ ,QWHJUDWLRQ ,&7,,.
'HVFULEH WKLUG-SDUW\ YHQGRU VRIWZDUH VXSSRUW, ERWK FXUUHQW DQG IXWXUH.
7HUPV
$SSOLFDWLRQ#3URJUDP#,QWHUIDFH#+$3,,7KLV LV WKH LQWHUIDFH ZKLFK DOORZV FRPPXQLFDWLRQ
EHWZHHQ DSSOLFDWLRQV ,L.H., EHWZHHQ 2UDFOH 2SHQ7HO DQG YDULRXV 3%; HTXLSPHQW,. ,W LV EDVLFDOO\
D VHW RI KRRNV WKDW DOORZV SURJUDPPHUV WR WDNH DGYDQWDJH RI YDULRXV IHDWXUHV.
$XWRPDWLF#&DOO#'LVWULEXWRU#+$&', $ VSHFLDOL]HG WHOHSKRQH VZLWFKLQJ V\VWHP WKDW SULPDULO\
KDQGOHV ODUJH YROXPHV RI LQFRPLQJ FDOOV. 7KH $&' GLVWULEXWHV FDOOV WR DJHQWV EDVHG RQ SUHGHWHU-
PLQHG URXWLQJ SODQV. 7KH\ FDQ DOVR EH XVHG WR PDQDJH FDOO FHQWHUV ZLWK D KLJK YROXPH RI
LQERXQG FDOOV E\ URXWLQJ WKH FDOOV DQG SURYLGLQJ GHWDLOHG UHSRUWV RQ XVDJH. 7KH PRVW SUHYDOHQW
$&'V LQ WKH FDOO FHQWHU PDUNHW LQFOXGH 1RUWHO, /XFHQW, $VSHFW, 5RFNZHOO DQG &RPGDLO.
$XWRPDWLF#1XPEHU#,GHQWLILFDWLRQ#+$1,, 7KLV LV WKH SKRQH QXPEHU RI D SHUVRQ ZKR
SODFHV D FDOO. :KHQ \RX XVH WKH &DOOHU ,' IXQFWLRQ, WKH QXPEHU GLVSOD\HG LV WKH $1,. $OORZV
FDOO FHQWHUV WR EULQJ XS WKH DSSURSULDWH VFUHHQ IRU HDFK LQFRPLQJ FDOO EDVHG RQ WKH QXPEHU
IURP ZKLFK WKH FDOO ZDV GLDOHG. :KHQ D FXVWRPHU FDOOV LQWR D FDOO FHQWHU WR RUGHU IURP D FDWDORJ,
WKH FRPSXWHU ORRNV XS WKH FDOOHUV WHOHSKRQH QXPEHU LQ LWV GDWDEDVH DQG LGHQWLILHV WKH FDOOHU RU
WKH UHJLRQ IURP ZKLFK WKH FXVWRPHU LV FDOOLQJ. ,W FDQ DOVR EH XVHG WR LQWHOOLJHQWO\ URXWH FDOOV.
60
2SHQ7HO
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ +&7,,$ WHFKQRORJ\, ZKLFK FRPELQHV FRPSXWHUV ZLWK
&7,#0LGGOHZDUH&7, 0LGGOHZDUH LV D WHUP XVHG WR GHVFULEH D JURXS RI SURGXFWV WKDW SUR-
YLGH &7, IXQFWLRQDOLW\ DQG LQWHJUDWLRQ ZLWK WKH 2UDFOH &DOO &HQWHU SURGXFW IDPLO\. 7KH &7,
0LGGOHZDUH DOORZV FRPPXQLFDWLRQ EHWZHHQ 2UDFOH 7HOHSKRQ\ 0DQDJHU, 2UDFOH 2SHQ7HO DQG
WKH FXVWRPHUV 3%;. &7, 0LGGOHZDUH DFWV DV D W\SH RI WUDQVODWRU IRU WKH &7, HYHQWV JHQHUDWHG
RQ WKH 3%; DQG FRPPXQLFDWHV WKRVH HYHQWV WR WKH 2UDFOH 2SHQ7HO OD\HU LQ D VSHFLILF IRUPDW.
7KLV DOORZV XV WR ZRUN ZLWK YDULRXV VZLWFKHV. %\ XWLOL]LQJ WKLV PHWKRG ZH DOVR HQVXUH IXQFWLRQ-
DOLW\ ZKHQ VZLWFKHV DUH XSJUDGHG, DV WKH PLGGOHZDUH FRPSRQHQWV DUH XSJUDGHG ZKLOH PDLQWDLQ-
LQJ D FRQVLVWHQF\ ZLWK WKH LQWHUIDFH EHWZHHQ WKHPVHOYHV DQG WKH 2UDFOH 2SHQ7HO DSSOLFDWLRQ..
'LDOHG#1XPEHU#,GHQWLILFDWLRQ#6\VWHP#+'1,6,6KRZV WKH FDOO FHQWHU DJHQW ZKLFK QXPEHU D
SURVSHFW RU FXVWRPHU KDV FDOOHG, IRU H[DPSOH, IRU RUJDQL]DWLRQV WKDW PDLQWDLQ PXOWLSOH 800
QXPEHUV, '1,6 KHOSV LGHQWLI\ ZKDW WKH FDOOHU ZLVKHV WR GLVFXVV. :KHQ D SHUVRQ SODFHV D SKRQH
FDOO, WKH QXPEHU WKDW WKH\ GLDOHG LV W\SLFDOO\ UHIHUUHG WR DV WKH '1,6.
*UDSKLF#8VHU#,QWHUIDFH#+*8,,7KH *UDSKLFDO 8VHU ,QWHUIDFH ,*8,, LV ZKDW WKH DJHQW LQWHU-
DFWV ZLWK DW WKH GHVNWRS. $Q\ SURJUDP WKDW KDV D JUDSKLFDO LQWHUIDFH, DV RSSRVHG WR D FRPPDQG
OLQH LQWHUIDFH, LV FRQVLGHUHG *8,.#%RWK WKH 2UDFOH 7HOH%XVLQHVV DSSOLFDWLRQV DUH UHIHUUHG WR DV
*8, DV ZHOO DV WKH VRIW SKRQH SLHFH WKDW LV LQWHJUDWHG DW WKH GHVNWRS.
,QERXQG#&DOO,QERXQG FDOOV DUH FDOOV WKDW DUH UHFHLYHG E\ D FDOO FHQWHU. 7KLV WHUP LV XVHG WR
GHVFULEH LQFRPLQJ FDOOV LQWR D FDOO FHQWHU. 7KH SKUDVH ,QERXQG $JHQW LV XVHG WR GHVFULEH WKH
UROH RI WKH DJHQWV ZKR DUH DVVLJQHG WR ,QERXQG FDPSDLJQV ,FDPSDLJQV GHVLJQHG VSHFLILFDOO\ WR
KDQGOH LQERXQG FDOOV,. $V DQ H[DPSOH, ZKHQ \RX FDOO \RXU EDQN WR GHWHUPLQH WKH DPRXQW RI
\RXU EDODQFH \RX DUH SODFLQJ DQ LQERXQG FDOO.
,QWHUDFWLYH#9RLFH#5HVSRQVH#+,95,,95V DUH HTXLSPHQW WKDW UHVSRQGV WR FDOOHU-HQWHUHG GLJ-
LWV RU VSHHFK UHFRJQLWLRQ LQ PXFK WKH VDPH ZD\ DV D FRQYHQWLRQDO FRPSXWHU UHVSRQGV WR NH\-
VWURNHV RU FOLFNV RI D PRXVH. :KHQ WKH ,95 LV LQWHJUDWHG ZLWK GDWDEDVH FRPSXWHUV, FDOOHUV FDQ
LQWHUDFW ZLWK GDWDEDVHV WR FKHFN FXUUHQW LQIRUPDWLRQ DQG FRPSOHWH WUDQVDFWLRQV.
3ULYDWH#%UDQFK#([FKDQJH#+3%;,3ULYDWH %UDQFK ([FKDQJH ,3%;, LV D SLHFH RI GLJLWDO WHOH-
SKRQH VZLWFKLQJ HTXLSPHQW RZQHG E\ D SULYDWH SDUW\, UDWKHU WKDQ WKH WHOHSKRQH FRPSDQ\. 7KH
3%; ,DOVR NQRZQ VLPSO\ DV D VZLWFK, UHSODFHV WKH IXQFWLRQDOLW\ RI D WHOHSKRQH FRPSDQ\ FHQ-
WUDO RIILFH, VHUYLQJ DV WKH KHDUW RI D SULYDWH WHOHSKRQH QHWZRUN.
61
2SHQ7HO
6RIWSKRQH5HIHUUHG WR DV WKH WHOHSKRQH DSSOLFDWLRQ DFFHVVHG RQ WKH GHVNWRS WR HQDEOH WHOH-
SKRQ\ IXQFWLRQV. $ *8, ,*UDSKLFDO 8VHU ,QWHUIDFH, WKDW HPXODWHV D GHVNWRS SKRQH VHW. ,W KDV
EXWWRQV ZKLFK SURYLGH WKH VDPH IXQFWLRQDOLW\ RI WKH GHVNWRS WHOHSKRQH.
7$3,27$3,#50LFURVRIW :LQGRZV 7HOHSKRQ\ $3,#,7$3, 2 UHIHUV WR WKH VHFRQG JHQHUDWLRQ,
ZKLFK DOORZV DSSOLFDWLRQV WR VXSSRUW WHOHSKRQH FRPPXQLFDWLRQ. 7$3, IXQFWLRQV LQFOXGH:
- &RQQHFWLQJ GLUHFWO\ WR D WHOHSKRQH QHWZRUN
- $XWRPDWLF SKRQH GLDOLQJ
- 7UDQVPLVVLRQ RI GDWD ,ILOHV, ID[HV, HOHFWURQLF PDLO,
- $FFHVV WR GDWD ,QHZV, LQIRUPDWLRQ VHUYLFHV,
- &RQIHUHQFH FDOOLQJ
- 9RLFH PDLO
- &DOOHU LGHQWLILFDWLRQ
- &RQWURO RI D UHPRWH FRPSXWHU
- &ROODERUDWLYH FRPSXWLQJ RYHU WHOHSKRQH OLQHV
:LQGRZV 95 FRPHV ZLWK D WHOHSKRQ\ DSSOLFDWLRQ, ',$/(5.(;(, WKDW FDQ GLDO YRLFH FDOOV, DFW DV
D SUR[\ IRU DSSOLFDWLRQV#PDNLQJ VLPSOH WHOHSKRQ\ UHTXHVWV, DQG PDLQWDLQ D FDOO ORJ. $GGLWLRQDOO\,
WKH :LQ32 6RIWZDUH 'HYHORSPHQW .LW ,6'., FRQWDLQV GRFXPHQWDWLRQ, WRROV, DQG VDPSOH FRGH
IRU#7$3, LQFOXGLQJ WKH 0LFURVRIW 7HOHSKRQ\ 3URJUDPPHU'V 5HIHUHQFH DQG WKH 0LFURVRIW 7HOH-
SKRQ\ 6HUYLFH 3URYLGHU#,QWHUIDFH ,763,, IRU 7HOHSKRQ\.
76$3,7HOHSKRQ\ 6HUYHU $3,, DQ $3, GHYHORSHG E\ 1RYHOO DQG#$7&7 WKDW HQDEOHV SURJUDP-
PHUV WR EXLOG WHOHSKRQ\ DQG &7,#DSSOLFDWLRQV. 76$3, LV VLPLODU WR 7$3,, ZKLFK ZDV GHYHORSHG
E\#0LFURVRIW DQG ,QWHO. %XW ZKHUHDV 7$3, KDV EHHQ LPSOHPHQWHG IRU WKH#:LQGRZV RSHUDWLQJ
V\VWHP, 76$3, UXQV RQ 1HWZDUH SODWIRUPV.#$QRWKHU NH\ GLIIHUHQFH LV WKDW 7$3, FDQ EH XVHG IRU
ERWK FOLHQW-#DQG VHUYHU- EDVHG DSSOLFDWLRQV ZKHUHDV 76$3, LV VWULFWO\ D VHUYHU#$3,.
62
2SHQ7HO
2UDFOH#2SHQ7HO#$SSOLFDWLRQ
2UDFOH#2SHQ7HO#'HVFULSWLRQ
2UDFOH 2SHQ7HO, LQWURGXFHG DV D SURGXFW LQ UHOHDVH 3L/#LV 2UDFOHV RSHQ WHOHSKRQ\ VRIWZDUH
DSSOLFDWLRQ. ,W HQDEOHV RUJDQL]DWLRQV WR LQWHJUDWH FRPSXWHU DQG WHOHSKRQH V\VWHPV DQG IDFLOL-
WDWHV FXVWRPHU FRQWDFWV. &DOO FHQWHUV EHFRPH PRUH HIILFLHQW, IOH[LEOH, DQG FRVW-HIIHFWLYH ZLWK
2UDFOH 2SHQ7HO, ZKLFK DOORZV FRPSDQLHV WR LQWHUFRQQHFW WKHLU FRPSXWHU DQG WHOHSKRQH V\V-
WHPV, WXUQLQJ WKHP LQWR D VLQJOH, HQWHUSULVH-ZLGH, LQWHJUDWHG QHWZRUN. ,Q DGGLWLRQ, 2UDFOH
2SHQ7HO#SURYLGHV:
7KLUG-SDUW\ FRQWURO IRU DXWRPDWLF SUHYLHZ DQG SURJUHVVLYH RXWERXQG FDOO SODFHPHQW DQG IRU
LQERXQG VFUHHQ#SRSV LQ FRQMXQFWLRQ ZLWK $XWRPDWLF#1XPEHU#,GHQWLILFDWLRQ#+$1,,.
7KH 2UDFOH LQERXQG RSWLRQV HQKDQFH WKH FDSDELOLW\ RI WKH LQERXQG FDOO FHQWHU ZLWK DGGL-
WLRQDO &RPSXWHU#7HOHSKRQ\#0DQDJHU +&7,, FDSDELOLWLHV.
2XW-RI-WKH-ER[ LQWHJUDWLRQ WR PDMRU VZLWFK,$XWRPDWLF#&DOO#'LVWULEXWRU#+$&', YHQGRU
DQG PLGGOHZDUH SODWIRUPV WR GHOLYHU &7,-HQDEOHG EXVLQHVV DSSOLFDWLRQV UHOLDEO\ DQG HIIL-
FLHQWO\.
2UDFOH 2SHQ7HO PRYHV FDOOV DQG LQIRUPDWLRQ DURXQG WKH LQWHJUDWHG QHWZRUN HLWKHU ZLWK RU
ZLWKRXW DJHQW LQWHUYHQWLRQ. 6XSSRUWLQJ IHDWXUHV VXFK DV DXWRPDWLF VFUHHQ-EDVHG GLDOLQJ, FDOO
FRQIHUHQFLQJ, FDOO WUDQVIHUV, DQG FDOO DQG LQIRUPDWLRQ LQWHJUDWLRQ ,VFUHHQ SRS, DOORZV FDOO FHQ-
WHUV WR RSHUDWH PRUH HIIHFWLYHO\ DQG HIILFLHQWO\ SURYLGLQJ LQFUHDVHG FXVWRPHU VHUYLFH.
.H\#)HDWXUHV
6XSSRUW#0XOWLSOH#6ZLWFK#3ODWIRUPV
2UDFOH 2SHQ7HO SURYLGHV VXSSRUW IRU PXOWLSOH VZLWFK DQG &7,#0LGGOHZDUH SODWIRUPV DV IRO-
ORZV:
$&'23%;#
9(1'25
02'(/ 7+,5'#3$57<#&7,#
0,''/(:$5(
&(57,),&$7,21
$VSHFW &DOO &HQWHU $VSHFW &7, ,3URVSHFW, 5HOHDVH 3L
/XFHQW
'HILQLW\
'HILQLW\ *3 &7-&RQQHFW 3.0 5HOHDVH 3L
63
2SHQ7HO
&HUWLILFDWLRQ DSSOLHV WR WKH SODQQHG RXW-RI-ER[ VXSSRUW IRU WKH SDUWLFXODU VZLWFK,&7, FRPELQD-
WLRQ. 3OHDVH FRQVXOW 2UDFOH 3URGXFW 0DQDJHPHQW IRU XS-WR-GDWH VWDWXV,DYDLODELOLW\ RI FHUWLILHG
VZLWFK,PLGGOHZDUH FRPELQDWLRQV. 6ZLWFKHV WKDW DUH QRW FHUWLILHG PD\ EH VXSSRUWHG YLD &7,-
TXDOLILHG GHYHORSHUV LQ SURIHVVLRQDO VHUYLFHV1
+DQGV#)UHH#7HOHSKRQ\
2UDFOH 2SHQ7HO SURYLGHV VXSSRUW IRU VWDQGDUG GHVNWRS WHOHSKRQ\ IHDWXUHV DW WKH DJHQWV FRP-
SXWHU WR HQDEOH KDQGV-IUHH WHOHSKRQ\ YLD D *UDSKLF#8VHU#,QWHUIDFH#+*8,, UHSUHVHQWDWLRQ RI DQ
DJHQWV SKRQH. 7KH WDEOH EHORZ KLJKOLJKWV WKHVH IXQFWLRQV.
6XSSRUW#6FUHHQ#3RSV
2UDFOH 2SHQ7HO SURYLGHV WKH SURSHU PHVVDJLQJ WR EH VHQW WR WKH GHVNWRS IRU VFUHHQ SRSV JHQ-
HUDWHG E\ WKH FDOOHUV ELOOLQJ QXPEHU LGHQWLILFDWLRQ ,$1,,, WKH QXPEHU WKDW ZDV FDOOHG E\ WKH
FXVWRPHU 'LDOHG#1XPEHU#,GHQWLILFDWLRQ#6\VWHP ,'1,6,, RU YLD LQIRUPDWLRQ HQWHUHG LQ WKH
,QWHUDWLYH#9RLFH#5HVSRQVH ,,95,. 7KLV PHVVDJLQJ LV W\SLFDOO\ SURYLGHG YLD WKH &7, 0LGGOH-
ZDUH LQWHUIDFH.
6XSSRUW#270#)XQFWLRQDOLW\
2UDFOH 2SHQ7HO HQDEOHV 270 WR SURYLGH D FRQVLVWHQW *8, VRIWSKRQH LQWHUIDFH DFURVV D UDQJH
RI VZLWFK SODWIRUPV WR HDVH SURGXFW LQWHJUDWLRQ DQG FXVWRPHU WUDLQLQJ LQ D YDULHW\ RI WHOHFRP-
PXQLFDWLRQV HQYLURQPHQWV.
2UDFOH 2SHQ7HO HQDEOHV KLJKHU-OHYHO 270 DSSOLFDWLRQV ,H.J., URXWLQJ, WR RSHUDWH ZLWK D QRUPDO-
L]HG WHOHSKRQ\ LQWHUIDFH DFURVV D QXPEHU RI VZLWFK SODWIRUPV.
270 XVHV 2UDFOH 2SHQ7HO WR SURYLGH DQ $3, WR VXSSRUW FXVWRPL]LQJ WKH WHOHSKRQ\-EDVHG SUH-
VHQWDWLRQ DQG IXQFWLRQDOLW\ RI GHVNWRS DSSOLFDWLRQV.
1RUWHO 0HULGLDQ &7-&RQQHFW 3.0
*HQHV\V-7-6HUYHU 5.0
5HOHDVH 3L
5HOHDVH 3L
5RFNZHOO 6SHFWUXP &7-&RQQHFW 3.0 5HOHDVH 3L
$&'23%;#
9(1'25
02'(/ 7+,5'#3$57<#&7,#
0,''/(:$5(
&(57,),&$7,21
64
2SHQ7HO
2SHQ7HO#)XQFWLRQDOLW\
7KH IROORZLQJ WDEOH LOOXVWUDWHV EDVLF IXQFWLRQDOLW\ SURYLGHG E\ 2UDFOH 2SHQ7HO WKDW VXSSRUW
DERYH PHQWLRQHG IHDWXUHV:
7(/(3+21<#)81&7,216 '(6&5,37,216
$JHQW $&' /RJLQ 3URYLGHV WKH DJHQW ZLWK WKH DELOLW\ WR ORJLQ RU ORJRXW WR
$&'
$JHQW 6WDWH 3URYLGHV WKH DJHQWV VHOHFWHG VWDWXV WR WKH $&',H.J.
5HDG\
'LDOLQJ 3URYLGHV WKH RXWERXQG FDOOLQJ FDSDELOLW\ WR WKH DJHQW
&RQIHUHQFLQJ 3URYLGHV WKH DJHQW ZLWK FRQIHUHQFH FDOOLQJ IXQFWLRQDOLW\
&DOO 7UDQVIHU 3URYLGHV WKH DJHQW ZLWK WKH DELOLW\ WR WUDQVIHU FDOOV
+ROG,5HWULHYH 3URYLGHV WKH DJHQW WKH DELOLW\ WR SODFH FDOOHUV RQ KROG DQG
WR UHWULHYH FDOOHUV IURP KROG
&DOO )RUZDUGLQJ 3URYLGHV WKH DJHQW DELOLW\ WR IRUZDUG FDOOV
$QVZHU,+DQJ-XS 3URYLGHV WKH DJHQW WKH DELOLW\ WR EHJLQ DQG (1' FDOOV
8QLYHUVDO/RJLQ 3URYLGHV D VLQJOH SRLQW RI HQWU\ IRU ORJJLQJ LQWR WKH &7,
V\VWHP.
$VVLJQ([WHQVLRQ $VVLJQ DQ DJHQW H[WHQVLRQ.
'HDVVVLJQ([WHQVLRQ 'HDVVLJQ DQ DJHQW H[WHQVLRQ.
0DNH&DOO 0DNH DQ RXWERXQG FDOO.
$QVZHU&DOO $QVZHU DQ LQFRPLQJ FDOO.
+DQJXS&DOO +DQJ XS D FDOO. 7KLV IXQFWLRQ PXVW KDQGOH ERWK $&' DQG
QRUPDO HQG FDOOV
+ROG&DOO 3XW DQ DFWLYH FDOO RQ KROG.
5HWULHYH&DOO 5HWULHYH D FDOO RQ KROG.
&RQIHUHQFH&DOO ,QLWLDWH D FRQIHUHQFH FDOO.
&RPSOHWH&RQIHUHQFH &RPSOHWH D FRQIHUHQFH FDOO WKDW KDV EHHQ LQLWLDWHG.
&RPSOHWH7UDQVIHU &RPSOHWHV D VWDUWHG WUDQVIHU.
7UDQVIHU&DOO6FUHHQHG 7UDQVIHU D FDOO ,VFUHHQHG,.
7UDQVIHU&DOO8QVFUHHQHG 7UDQVIHU D FDOO ,XQVFUHHQHG,.
6ZDS:LWK+HOG 6ZDS WKH FXUUHQW DFWLYH FDOO ZLWK WKH FDOO RQ KROG.
65
2SHQ7HO
$*(17#5(/$7('#)81&7,216
*HW$JHQW6WDWXV 5HWXUQ WKH VWDWXV RI WKH DJHQW.
6HW$JHQW6WDWXV 6HW WKH DJHQWV VWDWXV.
(QG$&'&DOO (QG DQ $&' FDOO.
0,''/(:$5(#(;7(16,216
*HW'DWD *HW PLGGOHZDUH HQDEOHU VSHFLILF GDWD ,DSSOLFDWLRQ GDWD,.
6HW'DWD 6HW PLGGOHZDUH HQDEOHU VSHFLILF GDWD.
,95#)81&7,21$/,7<#
&RQQHFW7R,956HUYHU &RQQHFW WR DQ ,95 VHUYHU.
'LVFRQQHFW)URP,956HUYHU 'LVFRQQHFW IURP ,95 6HUYHU.
5HWULHYH,95'DWD 5HWULHYHV WKH GDWD IURP WKH ,95 VHUYHU.
*HW,95)LHOG *HW VRPH ,95 VSHFLILF GDWD.
&$//#$1'#'$7$#75$16)(5
6HW&'7)LHOG 'HILQH ,' RI &DOO,'DWD WR EH WUDQVIHUUHG.
*HW&'7)LHOG 5HWULHYH ,' RI &DOO,'DWD WR EH WUDQVIHUUHG.
5HWULHYH&'7'DWD 5HWULHYHV WKH LQIRUPDWLRQ IURP WKH GDWDEDVH.
(5525#+$1'/,1*
*HW/DVW(UU0VJ 5HWULHYH DQ HUURU PHVVDJH
*HW/DVW(UU&RGH 5HWULHYH DQ HUURU FRGH
*HW(UURU0VJ)RU&RGH /RRN XS DQ HUURU FRGH DQG UHWULHYH WKH DVVRFLDWHG HUURU
PHVVDJH.
66
2SHQ7HO
%XVLQHVV#%HQHILWV
2UDFOH 2SHQ7HO SURYLGHV &DOO &HQWHU PDQDJHUV ZLWK WKH IROORZLQJ EHQHILWV:
&RQVLVWHQW#7HOHSKRQ\#,QWHUIDFH
2UDFOH 2SHQ7HO LV GHVLJQHG WR VHUYH FXVWRPHUV WRGD\ DQG WRPRUURZ. 2UDFOH 2SHQ7HO SURYLGHV
DSSOLFDWLRQV ZLWK LQGHSHQGHQFH IURP WKH WHOHFRPPXQLFDWLRQV LQIUDVWUXFWXUH. %\ DEVWUDFWLQJ WKH
ORZ OHYHO WHOHSKRQ\ SURWRFROV XQLTXH WR HDFK YHQGRUV VZLWFK RU &7, 0LGGOHZDUH, 2UDFOH 2SHQ-
7HO SURYLGHV D FRQVLVWHQW WHOHSKRQ\ LQWHUIDFH IRU 2UDFOHV &7,-HQDEOHG 7HOHEXVLQHVV DSSOLFD-
WLRQV. 2UDFOH 2SHQ7HO VXSSRUWV PDMRU $&' YHQGRUV VXFK DV /XFHQW, 1RUWHO, $VSHFW, 5RFNZHOO,
$OFDWHO, DQG (ULFVVRQ WKURXJK &7, 0LGGOHZDUH YHQGRUV OLNH 'LDORJLF DQG *HQHV\V RU YLD &7,
0LGGOHZDUH VWDQGDUGV VXFK DV 7$3,-2 DQG 76$3,. 2UDFOH 2SHQ7HO DOORZV FRPSDQLHV WR VWUHDP-
OLQH LQWHJUDWLRQ, DFFHOHUDWH LPSOHPHQWDWLRQ, DQG HQVXUH VDWLVIDFWLRQ RI IXWXUH EXVLQHVV DQG FDOO
FHQWHU UHTXLUHPHQWV ZLWK HPEHGGHG &7, FDSDELOLW\. ,W SURWHFWV WKHLU DSSOLFDWLRQ LQYHVWPHQW
WKURXJK LWV VXSSRUW RI PDQ\ 3%;,$&' VZLWFKHV DQG &7, 0LGGOHZDUH SURWRFROV. 2UDFOH 2SHQ-
7HO SURYLGHV IRU PXOWLSOH VZLWFKHV DQG PXOWLSOH &7, HQDEOHUV LQVLGH D VLQJOH HQWHUSULVH.
,QFUHDVH#$JHQWV#(IILFLHQF\#DQG#3URGXFWLYLW\
2UDFOH 2SHQ7HO LQFUHDVHV HIILFLHQF\ DQG SURGXFWLYLW\ YLD D UDQJH RI IHDWXUHV WKDW VXSSRUW DQG
VWUHDPOLQH WDVNV. ,QERXQG#&DOO 6XSSRUW RIIHUV '1,6, $1,, DQG ,95 VFUHHQ SRSV WR SURYLGH
FRPSUHKHQVLYH LQIRUPDWLRQ DQG VFULSW SRVLWLRQLQJ WR DJHQWV. 3UHYLHZ 'LDOLQJ DXWRPDWLFDOO\
TXHXHV WKH QH[W RXWERXQG FDOO WR DQ DJHQW ZKLOH GLVSOD\LQJ LQIRUPDWLRQ RQ WKDW FDOO DW WKH
DJHQWV ZRUNVWDWLRQ. 7KH DJHQW WKHQ LQLWLDWHV WKH FDOO IURP WKH FRPSXWHU. 3URJUHVVLYH 'LDOLQJ
DGGV WR DJHQW RXWERXQG GLDOLQJ SURGXFWLYLW\ E\ GHOLYHULQJ D FDOO DQG WKH FDOO LQIRUPDWLRQ WR DQ
DJHQW ZKHQ WKH\ EHFRPH DYDLODEOH WR KDQGOH LW.
+DQGV-IUHH 7HOHSKRQ\, DOVR FDOOHG VRIWSKRQH, DOORZV DJHQWV WR KDQGOH VWDQGDUG GHVNWRS WHOH-
SKRQ\ WDVN VXFK DV DQVZHUV, KROGV, WUDQVIHUV RU GLDOLQJ WKURXJK *8, SKRQH UHSUHVHQWDWLRQ RQ
WKH GHVNWRS. $GGLWLRQDO IHDWXUHV VXFK DV SXOO GRZQ VSHHG GLDO OLVWV DQG GUDJ DQG GURS GLDOLQJ RI
D FXVWRPHUV UHFRUG RQWR WKH WHOHSKRQH LFRQ DUH SURYLGHG LQ 2UDFOH 2SHQ7HOV KDQGV-IUHH HQYL-
URQPHQW.
8VLQJ FDOO, GDWD, DQG FRQWH[W WUDQVIHU IXQFWLRQV, DJHQWV FDQ DXWRPDWLFDOO\ WUDQVIHU FXUUHQW FDOOHU
FRQWH[W DORQJ ZLWK WKH FDOO DQG FDOO GDWD WR RWKHU DJHQWV LQ RUGHU WR LPSURYH FXVWRPHU LQWHUDF-
WLRQ DQG DJHQW SURGXFWLYLW\ RQ WUDQVIHUUHG FDOOV.
67
2SHQ7HO
,QWHJUDWLRQ#3RLQWV
2UDFOH 2SHQ7HO LQWHJUDWHV ZLWK WKH &7, 0LGGOHZDUH DSSOLFDWLRQ. ,W UHFHLYHV &7, PHVVDJLQJ
IURP WKH 0LGGOHZDUH.
,W DOVR LQWHJUDWHV ZLWK 2UDFOH 7HOHSKRQ\ 0DQDJHU. ,W SDVVHV RQ WKH &7, LQIRUPDWLRQ IURP
WKH PLGGOHZDUH.
2UDFOH 2SHQ7HO ZRUNV ZLWK WKH &DPSDLJQ 3OXV , 3UHGLFWLYH 3UR[\ VHUYHU LQ DQ HQYLURQPHQW
ZKHUH 2UDFOH#&DPSDLJQ 3OXV RU 2UDFOH 3UHGLFWLYH KDV EHHQ RU ZLOO EH LPSOHPHQWHG.
7KLV SURGXFW ZDV RULJLQDOO\ D SDUW RI 9HUVDWLOLW\V &DOO &HQWHU VXLWH RI SURGXFWV, DQG ZDV DVVLPL-
ODWHG LQWR 2UDFOH &50 VXLWH LQ UHOHDVH 3.0. 8SRQ WKH DFTXLVLWLRQ, WKH SURGXFWV IXQFWLRQDOLW\ DQG
WHFKQRORJ\ GLG QRW FKDQJH IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH 1.3.
613##6L
2UDFOH 2SHQ7HO ZDV LQWURGXFHG DV D SURGXFW LQ UHOHDVH 3L1#5HOHDVH 3.0 LV D FOLHQW EDVHG DSSOLFD-
WLRQ ZKHUH WKH 2UDFOH 2SHQ7HO G\QDPLF OLQN OLEUDU\ ,GOO, PXVW UHVLGH RQ HDFK FOLHQW PDFKLQH
WKDW LV XVHG E\ DQ DJHQW. +RZHYHU, ZLWK WKH 3L UHOHDVH 2UDFOH 2SHQ7HO LV D VHUYHU EDVHG SURGXFW-
WKDW LV IXOO\ LQWHJUDWHG ZLWK 2UDFOH 7HOHSKRQ\ 0DQDJHU1#,Q DGGLWLRQ, WKH 3.0 UHOHDVH ZLOO RQO\
ZRUN ZLWK WKH $VSHFW VZLWFK ZKHUH WKH 3L UHOHDVH LV FHUWLILHG IRU WKH /XFHQW DQG 1RUWHO SURGXFW
RIIHULQJV.
7KH#7HFKQRORJ\
7HFKQLFDO#3ODWIRUP#'HVFULSWLRQ
%RWK UHOHDVHV RI 2UDFOH 2SHQ7HO DUH ZULWWHQ LQ WKH & SURJUDPPLQJ ODQJXDJH.
6XJJHVWHG#6HUYHU#&RQILJXUDWLRQ=
2UDFOH 2SHQ7HO 6HUYHU
6HUYHU FODVV, GXDO-SURFHVVRU 3HQWLXP 400 0+]
128 0E\WHV 5$0
10,100 %DVH-7
&'-520
68
2SHQ7HO
7ZR 4.3 *% 6&6,-2 +''
3.5 )ORSS\
:LQ 17 4.0 6HUYHU 633 26
6RIWZDUH
2UDFOH 2SHQ7HO 3L
'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVHV
WHFKQRORJ\ GLG QRW FKDQJH IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH 1.3.
613##6L
3L PDUNV WKH ILUVW UHOHDVH RI 2UDFOH 2SHQ7HO DV D VHUYHU EDVHG DSSOLFDWLRQ. 3ULRU WR WKLV UHOHDVH
2UDFOH 2SHQ7HO H[LVWHG VROHO\ DV D .GOO RQ WKH GHVNWRS FOLHQW. ,7KLV LV VWLOO WKH FDVH ZLWK WKH
27% SURGXFWV, KRZHYHU WKH 2SHQ7HO .GOO WKDW JLYHV WKHP &7, IXQFWLRQDOLW\ LV QRW PDUNHWHG DV D
VHSDUDWH SURGXFW.,
,PSOHPHQWDWLRQ
,QVWDOODWLRQ
&RQILUP QHWZRUN FRQQHFWLYLW\ ZLWK DOO QHFHVVDU\ LQWHJUDWLRQ SRLQWV VXFK DV WKH &7, 0LGGOH-
ZDUH DQG 2UDFOH 7HOHSKRQ\#0DQDJHU YLD SLQJ, WQVSLQJ RU RWKHU QHWZRUN XWLOLWLHV.
9HULI\ QHWZRUN ORJLQ ,' ZLWK SURSHU SULYLOHJHV:
,QVWDOODWLRQ DQG PDLQWHQDQFH RI 2UDFOH 7HOH%XVLQHVV DSSOLFDWLRQ H[WHQVLRQV ZLOO
UHTXLUH WKH VHWXS RI :LQGRZV 17 XVHU DFFRXQWV. 7KHVH DFFRXQWV ZLOO QHHG DGPLQLV-
WUDWRU-OHYHO XVHU ULJKWV WR HDFK VHUYHU UXQQLQJ DQ 2UDFOH 7HOH%XVLQHVV DSSOLFDWLRQ
H[WHQVLRQ RU D WKLUG SDUW\ SURGXFW IRU 2UDFOH 7HOH%XVLQHVV WKDW 2UDFOH LV UHVSRQVL-
EOH IRU LQVWDOOLQJ RU FRQILJXULQJ. 7KH FUHDWLRQ RI XVHU DFFRXQWV IRU DGPLQLVWUDWLRQ
RI 2UDFOH 7HOH%XVLQHVV VHUYLFHV LV WKH UHVSRQVLELOLW\ RI WKH FXVWRPHU. $ XVHU
DFFRXQW EHORQJLQJ WR WKH EXLOW-LQ $GPLQLVWUDWRU JURXS DQG KDYLQJ WKH ULJKW WR ORJ
RQ DV D VHUYLFH VKRXOG EH VXIILFLHQW. 2UDFOH 7HOH%XVLQHVV XVHU DFFRXQWV DUH XVXDOO\
69
2SHQ7HO
ORFDO WR DQ 2UDFOH 7HOH%XVLQHVV VHUYHU. ,I WKLV LV WKH FDVH, D XVHU DFFRXQW ZLOO KDYH
WR EH FUHDWHG IRU HDFK 2UDFOH 7HOH%XVLQHVV VHUYHU. :KHQ SHUIRUPLQJ PDLQWHQDQFH
RQ 2UDFOH 7HOH%XVLQHVV VHUYHUV, \RX VKRXOG DOZD\V XVH WKH 2UDFOH 7HOH%XVLQHVV
XVHU DFFRXQW VHW DVLGH IRU WKDW SXUSRVH.
6HWXS
'HWDLOHG LQVWUXFWLRQV RQ WKH LQVWDOODWLRQ RI 2UDFOH 2SHQ7HO FDQ EH IRXQG XQGHU WKH ,QVWDOODWLRQ
VHFWLRQ RI WKH 2UDFOH 2SHQ7HO ,QVWDOODWLRQ *XLGH.
&UHDWH D QHZ H[HFXWDEOH ,ZKHQ UXQ LW ZLOO FUHDWH WKH QHZ 2UDFOH 2SHQ7HO 17 6HUYLFH,
(QWHU LQ WKH KRVW QDPH RI WKH 2UDFOH 2SHQ7HO 6HUYHU DQG WKH 3RUW QXPEHU
6SHFLI\ ORJJLQJ OHYHO
8SJUDGHV
7KH 2UDFOH 2SHQ7HO FRPSRQHQW PDNHV LWV GHEXW DV D VHUYHU EDVHG DSSOLFDWLRQ ZLWK WKH UHOHDVH
RI 3L, VR WKHUH DUH QR ROGHU LQVWDOODWLRQV WR ZRUU\ DERXW XSJUDGLQJ.
*OREDO#&RQVLGHUDWLRQV
7KH 2UDFOH 2SHQ7HO SURGXFW E\ GHVLJQ VKRXOG QRW QHHG WR XQGHU JR DQ\ FKDQJHV IRU LQWHUQD-
WLRQDO XVH, XQOHVV LW LV WR DFFRPPRGDWH QRQ-FHUWLILHG PLGGOHZDUH RU VZLWFK FRPSRQHQWV. 3URG-
XFWV ZLOO EH JOREDOL]HG EDVHG RQ GHPDQG
7UDQVODWLRQ#3ODQV
1R WUDQVODWLRQ UHTXLUHPHQWV IRU WKLV SURGXFW KDYH EHHQ LGHQWLILHG.
70
2SHQ7HO
$GGLWLRQDO#5HVRXUFHV#IRU#,QIRUPDWLRQ
8VHU#*XLGHV
1RQH $SSOLFDEOH. 7KH RQO\ LQWHUIDFH QHFHVVDU\ ZLWK WKH 2UDFOH 2SHQ7HO SURGXFW LV IRU FRQILJX-
UDWLRQ SXUSRVHV DQG WKDW LQIRUPDWLRQ LV FRYHUHG LQ WKH LQVWDOODWLRQ JXLGH.
,PSOHPHQWDWLRQ#*XLGHV
2UDFOH 2SHQ7HO ,QVWDOODWLRQ JXLGH IRU 3L#
,3DUW 1R. $69449-01,
:HE#6LWHV
)RU JHQHUDO SURGXFW LQIRUPDWLRQ:
KWWS:,,SURGXFWV.XV.RUDFOH.FRP
KWWS:,,FUP.XV.RUDFOH.FRP,3LWRL,LQGH[.KWPO ,6HOHFW $SSOLFDWLRQV,&DOO &HQWHU, 2UDFOH
2SHQ7HO,
KWWS:,,RIRGRF.XV.RUDFOH.FRP,7HOHSKRQ\,LQGH[.KWPO
KWWS:,,YLF.XV.RUDFOH.FRP ,6HOHFW 3URGXFWV,2SHQ7HO,
71
2SHQ7HO
5HYLHZ
1RZ#WKDW#\RX#KDYH#UHDG#WKH#2SHQ7HO#VHFWLRQ/#ZRUN#WKURXJK#WKH#IROORZLQJ#TXHVWLRQV#WR#KHOS#UHLQIRUFH#WKH#OHDUQ0
LQJ#SURYLGHG#LQ#WKLV#GRFXPHQW1#$W#WKH#HQG#RI#HDFK#TXHVWLRQ#LV#D#SRLQWHU#WR#WKH#VHFWLRQ#WKDW#FRQWDLQV#WKH#DQVZHU#
LI#\RX#QHHG#WR#UHIHU#EDFN#WR#WKH#GRFXPHQW1
1. 'HVFULEH WKH IXQFWLRQDOLW\ RI 2UDFOH 2SHQ7HO ZLWKLQ WKH &DOO &HQWHU SURGXFW IDPLO\. ,6HH
VHFWLRQ 2UDFOH#2SHQ7HO#'HVFULSWLRQ,
2. /LVW WKH EHQHILWV 2UDFOH 2SHQWHO SURYLGHV &DOO &HQWHU PDQDJHUV. ,6HH VHFWLRQ %XVLQHVV#%HQH0
ILWV,
3. /LVW 3%;,$&' YHQGRUV VXSSRUWHG E\ 2SHQ7HO. ,6HH VHFWLRQ .H\#)HDWXUHV,
72
2SHQ7HO
W WW W
H HH H
O OO O
H HH H
E EE E
X XX X
V VV V
L LL L
Q QQ Q
H HH H
V VV V
V VV V
# ## #
I II I
R RR R
U UU U
# ## #
W WW W
H HH H
O OO O
H HH H
F FF F
R RR R
P PP P
# ## #
D DD D
Q QQ Q
G GG G
# ## #
X XX X
W WW W
L LL L
O OO O
L LL L
W WW W
L LL L
H HH H
V VV V
# ## #
W WW W
H HH H
O OO O
H HH H
E EE E
X XX X
V VV V
L LL L
Q QQ Q
H HH H
V VV V
V VV V
# ## #
I II I
R RR R
U UU U
# ## #
W WW W
H HH H
O OO O
H HH H
F FF F
R RR R
P PP P
# ## #
D DD D
Q QQ Q
G GG G
# ## #
X XX X
W WW W
L LL L
O OO O
L LL L
W WW W
L LL L
H HH H
V VV V
2UDFOH#7HOH%XVLQHVV#IRU#
7HOHFRP#DQG#8WLOLWLHV
74
7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV
75
25$&/(#7(/(%86,1(66#)25#7(/(&20#$1'#87,/,7,(6 25$&/(#7(/(%86,1(66#)25#7(/(&20#$1'#87,/,7,(6 25$&/(#7(/(%86,1(66#)25#7(/(&20#$1'#87,/,7,(6 25$&/(#7(/(%86,1(66#)25#7(/(&20#$1'#87,/,7,(6
/HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV ,27%78,#DQG LWV XVHV ZLWKLQ WKH FDOO FHQWHU HQYL-
URQPHQW. 8SRQ FRPSOHWLRQ RI WKLV VHFWLRQ WKH OHDUQHU ZLOO EH DEOH WR:
'HVFULEH DQG GHWDLO NH\ IHDWXUHV DQG IXQFWLRQV RI 27%78.
([SODLQ WKH GLIIHUHQFHV LQ WKH WZR 7HOH%XVLQHVV GHVNWRS DSSOLFDWLRQV.
'HVFULEH WKH EDVLF LQWHJUDWLRQ EHWZHHQ WKH 27%78 GHVNWRS DQG WKH &DOO &HQWHU SURGXFW
IDPLO\.
5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV
7HUPV 7HUPV 7HUPV 7HUPV
$JHQW7KH WHUP XVHG WR UHIHU WR WKH FDOO FHQWHU HPSOR\HHV ZKR SHUIRUP VWDQGDUG SKRQH RSHU-
DWLRQ VXFK DV WHOHPDUNHWLQJ, WHOHVHUYLFH DQG RWKHU VLPLODU WDVNV. 7KH DJHQW LV WKH SHUVRQ ZKR
ZLOO EH LQWHUDFWLQJ RQ WKH EDVLF RSHUDWLRQDO OHYHO RI WKH VRIWZDUH.
&DOO#2XWFRPH$ FDOO RXWFRPH LV D UHVXOW RI DQ DWWHPSW WR FRQWDFW D FXVWRPHU. )RU LQVWDQFH, LI
DQ DJHQW FDOOHG D FXVWRPHU DQG WKH SKRQH ZDV EXV\, WKH RXWFRPH ZRXOG EH EXV\. 7KH RXW-
FRPH LV UHFRUGHG DV D FRGH IRU HDFK WUDQVDFWLRQ. 2UDFOH &DPSDLJQ 3OXV KDV D QXPEHU RI VWDQ-
GDUG &DOO 2XWFRPH &RGHV. 7KHVH FRGHV DUH ZKDW DOORZV WKH HIIHFWLYH SURFHVVLQJ RI UHFRUGV LQ
2UDFOH &DPSDLJQ 3OXV JHQHUDWHG OLVWV. .QRZLQJ WKH ODVW RXWFRPH RI D FDOO FDQ EH OHYHUDJHG WR
GHWHUPLQH D IXWXUH FRXUVH RI DFWLRQ. 2QH VXFK DFWLRQ ZRXOG EH FDOOLQJ WKH EXV\ QXPEHU EDFN LQ
ILYH PLQXWHV, RU FDOOLQJ D QR DQVZHU FXVWRPHU EDFN DW D GLIIHUHQW WLPH, OLNH DIWHU ZRUN.
&DOO#6WDWXV'HILQHG E\ WKH DJHQW DW WKH HQG RI D FDOO VSHFLI\LQJ WKH EDVLF UHDVRQ IRU WKH
DWWHPSWHG RU VXFFHVVIXO FXVWRPHU LQWHUDFWLRQ. )RU LQVWDQFH, LI DQ RXWERXQG DJHQW FDOOV D FXV-
WRPHU DQG UHFHLYHV D EXV\ VLJQDO WKH\ ZRXOG WKHQ VWDWXV WKDW WUDQVDFWLRQ DV EXV\.#7KLV ZRXOG
VHW WKH RXWFRPH FRGH IRU WKH WUDQVDFWLRQ.
76
&DOOEDFNV7KH DFW RI VFKHGXOLQJ D UHWXUQ FDOO IRU D FXVWRPHU UHTXLULQJ IXUWKHU IROORZ-XS. ,I
DQ DJHQW UHDFKHV D FXVWRPHU DW DQ LQFRQYHQLHQW WLPH RU LI WKH\ QHHG WR IROORZ XS ZLWK WKH FXV-
WRPHU IRU VDWLVIDFWLRQ UHDVRQV, WKH\ FDQ VFKHGXOH D FDOOEDFN LQ WKH V\VWHP.#$ FDOOEDFN ZLOO SRS
XS ZLWK D UHPLQGHU DW D JLYHQ WLPH IRU WKDW DJHQW WR FDOO WKH FXVWRPHU.
&RPSXWHU#7HOHSKRQ\#,QWHJUDWLRQ#+&7,, $ WHFKQRORJ\, ZKLFK FRPELQHV FRPSXWHUV ZLWK
'LVWULEXWHG#&RPSXWLQJ#(QYLURQPHQW#+'&(,,V XVHG E\ WKH FOLHQW PDFKLQHV WR UHJLVWHU
ZLWK HDFK VHUYLFH WKHUHE\ DOORZLQJ FOLHQW DQG VHUYLFHV WR ORFDWH RQH DQRWKHU. 7KH FRPPXQLFD-
WLRQ EHWZHHQ WKH FOLHQW DQG VHUYLFHV LV SHUIRUPHG YLD UHPRWH SURFHGXUH FDOOV ,53&V,.
*UDSKLFDO#8VHU#,QWHUIDFH#+*8,,7KH *UDSKLFDO 8VHU ,QWHUIDFH ,*8,, LV ZKDW WKH DJHQW
LQWHUDFWV ZLWK DW WKH GHVNWRS. $Q\ SURJUDP WKDW KDV D JUDSKLFDO LQWHUIDFH, DV RSSRVHG WR D FRP-
PDQG OLQH LQWHUIDFH, LV FRQVLGHUHG *8,.#%RWK WKH 2UDFOH 7HOH%XVLQHVV DSSOLFDWLRQV DUH UHIHUUHG
WR DV *8, DV ZHOO DV WKH VRIW SKRQH SLHFH WKDW LV LQWHJUDWHG DW WKH GHVNWRS.
6RIWSKRQH5HIHUUHG WR DV WKH WHOHSKRQH DSSOLFDWLRQ DFFHVVHG RQ WKH GHVNWRS WR HQDEOH WHOH-
SKRQ\ IXQFWLRQV. $ *8, ,*UDSKLFDO 8VHU ,QWHUIDFH, WKDW HPXODWHV D GHVNWRS SKRQH VHW. ,W KDV
EXWWRQV ZKLFK SURYLGH WKH VDPH IXQFWLRQDOLW\ RI WKH GHVNWRS WHOHSKRQH.
7KHUH DUH WKUHH YDOXHV WKDW FDQ EH XVHG ZKHQ DQ DJHQW VWDWXVHV D FDOO:#2XWFRPH, 5HVXOW DQG
5HVXOW 5HDVRQ.#)RU H[DPSOH, LI DQ LQERXQG DJHQW UHFHLYHG D FDOO IURP D FXVWRPHU DQG WULHG WR
VHOO WKHP VRPHWKLQJ, EXW WKH FXVWRPHU UHIXVHG VD\LQJ WKH\ FRXOGQW DIIRUG LW, WKH DJHQW PLJKW
VWDWXV WKH FDOO DV IROORZV: 2XWFRPH &RQWDFW ,WKH\ ZHUH LQ GLUHFW FRQWDFW ZLWK WKH FXVWRPHU,,
5HVXOW 1R 6DOH ,WKH\ DWWHPSWHG WR VHOO D SURGXFW EXW ZHUH XQVXFFHVVIXO,, 5HVXOW 5HDVRQ 1R
0RQH\ ,WKH FXVWRPHU VDLG WKH\ FRXOG QRW DIIRUG WKH SURGXFW RIIHUHG,.#7KH 2XWFRPH HQWHUHG E\
WKH DJHQW DVVLJQV D QXPHULF 2XWFRPH &RGH WR WKH UHFRUG, WKLV LV XVHG E\ &DPSDLJQ 3OXV WR
GHWHUPLQH ZKDW VKRXOG EH GRQH ZLWK WKH UHFRUG QH[W.#7KH 2XWFRPH, 5HVXOW DQG 5HVXOW 5HD-
77
VRQ,V, DUH DOO UHFRUGHG LQ DQ 2UDFOH ,QVLJKW HQYLURQPHQW, VR FDOO UHVXOWV FDQ EH WUDFNHG VWDWLVWL-
FDOO\.
7UDQVDFWLRQ$ WHOHEXVLQHVV WUDQVDFWLRQ LV HVWDEOLVKHG IURP WKH WLPH WKH UHFRUG LV EURXJKW XS
RQ WKH DJHQWV VFUHHQ IURP WKH GDWDEDVH WR WKH WLPH WKH DJHQW VWDWXVHV ,GHWHUPLQHV WKH FDOO#VWD0
WXV RI, WKH FXVWRPHU UHFRUG LQGLFDWLQJ ZKDW RFFXUUHG GXULQJ WKH FDOO.
7UDQVPLVVLRQ#&RQWURO#3URWRFRO2,QWHUQHW#3URWRFRO#+7&32,3,7KH SURWRFRO RI FRPPXQL-
FDWLRQ EHWZHHQ WKH GHVNWRS WR WKH GDWDEDVH DQG RWKHU 2UDFOH &DOO &HQWHU DSSOLFDWLRQV.
2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#$SSOLFDWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#$SSOLFDWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#$SSOLFDWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#$SSOLFDWLRQ
2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#'HVFULSWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#'HVFULSWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#'HVFULSWLRQ 2UDFOH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#'HVFULSWLRQ
7KH *UDSKLFDO#8VHU#,QWHUIDFH#+*8,, RI 2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV DOORZV
DFFHVV WR EDVLF IHDWXUHV DQG IXQFWLRQDOLW\ DQ DJHQW PD\ XVH LQ WKHLU GD\-WR-GD\ KDQGOLQJ RI VDOHV
DQG FXVWRPHU VHUYLFH FDOOV.#,Q RWKHU ZRUGV, 27%78 LV D *8, IURQW-HQG WR DOO RI WKH FDOO FHQWHU
DSSOLFDWLRQV.#27%78 LV WKH RQO\ DSSOLFDWLRQ WKDW VXSSRUWV WKH IXOO IXQFWLRQDOLW\ RI WKH &DOO
&HQWHU SURGXFW IDPLO\ LQ UHOHDVH 3L. 7KH RQO\ RWKHU DSSOLFDWLRQ ZLWK &RPSXWHU#7HOHSKRQ\#
,QWHJUDWLRQ +&7,, LPSOHPHQWHG LV WKH 2UDFOH &XVWRPHU &DUH DSSOLFDWLRQ.#
27%78 KDV EHHQ HQKDQFHG DQG LV UHOHDVHG IRU XVH LQ WZR VSHFLILF EXVLQHVV HQYLURQPHQWV.#7KH
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRPPV DQG 8WLOLWLHV ,27%78, DQG 2UDFOH 7HOH%XVLQHVV IRU )LQDQ-
FLDO 6HUYLFHV ,27%)6, DUH VSHFLILFDOO\ WDLORUHG IRU WKHLU RZQ XQLTXH HQYLURQPHQWV. 27%78#KDV
WKH DGGHG IXQFWLRQDOLW\ RI DQ DGGLWLRQDO WRROEDU XWLOLW\ WKDW PD\ FRQWDLQ VSHFLILF WLH-LQV ZLWK WKH
7HOHFRPPXQLFDWLRQ DQG 8WLOLWLHV LQGXVWU\ DQG SURYLGHV DGGLWLRQDO UHOHYDQW IXQFWLRQDOLW\.
27%)6 KDV EHHQ PRGLILHG ZLWK D 9LVXDO %DVLF VKHOO WKDW SURYLGH ILQDQFLDO VSHFLILF IXQFWLRQV, DV
ZHOO DV WKH DELOLW\ WR EH HDVLO\ DGDSWHG WR LQWHJUDWH ZLWK OHJDF\ DQG PDLQIUDPH V\VWHPV IRU GDWD
VKDULQJ.
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV DQG 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV#
KDV D KRVW RI IHDWXUHV WKDW DFFHVV WKH GDWDEDVH GLUHFWO\.#7KHVH UDQJH IURP VFUHHQ#SRS DQG QDYL-
JDWLRQ WUDFNLQJ WR YLHZLQJ FXVWRPHU FDOO KLVWRU\ DQG VHWWLQJ FDOOEDFNV IRU IROORZ-XS.#%\ LQFRU-
SRUDWLQJ &7, DW WKH GHVNWRS ZLWK WKH 27%78 DQG 27%)6 DSSOLFDWLRQ, WKH DJHQW FDQ KDQGOH
HYHU\WKLQJ IURP WHOHSKRQH WUDQVDFWLRQ SURFHVVLQJ WR FXVWRPHU LQWHUDFWLRQ LQ D YHU\ HIILFLHQW
PDQQHU.
78
7KH 27%78 DQG 27%)6 GHVNWRSV FRPPXQLFDWH ZLWK WKH UHVW RI WKH 2UDFOH &DOO &HQWHU 7HFK-
QRORJ\ $SSOLFDWLRQ ([WHQVLRQV RYHU D 7UDQVPLVVLRQ#&RQWURO#3URWRFRO2,QWHUQHW#3URWRFRO#
+7&32,3, XVLQJ GDWDEDVH URXWHUV DQG WHOHSKRQ\ VHUYHUV.#7KH GHVNWRS UXQV LQ D :LQGRZV HQYL-
URQPHQW RQ DQ ,QWHO-EDVHG 3&.
.H\#)HDWXUHV .H\#)HDWXUHV .H\#)HDWXUHV .H\#)HDWXUHV
8S06HOO#DQG#&URVV#6HOO#3URGXFWV 8S06HOO#DQG#&URVV#6HOO#3URGXFWV 8S06HOO#DQG#&URVV#6HOO#3URGXFWV 8S06HOO#DQG#&URVV#6HOO#3URGXFWV
27%78 DQG 27%)6 SURYLGHV WKH DJHQW WKH DELOLW\ WR HDVLO\ UHIHUHQFH DOWHUQDWLYH DQG DGGLWLRQDO
SURGXFWV RU VHUYLFHV WR VHOO ZKLOH WKH FXVWRPHU LV VWLOO RQ WKH SKRQH. /LQNV DUH HVWDEOLVKHG
EHWZHHQ SURGXFWV VR WKDW WKH DJHQW FDQ KDYH HDV\ DFFHVV WR SRWHQWLDOO\ VHOO RWKHU SURGXFWV WKDW
WKH FXVWRPHU PD\ EH LQWHUHVWHG LQ.
4XRWH#3UHSDUDWLRQ#DQG#2UGHU#(QWU\ 4XRWH#3UHSDUDWLRQ#DQG#2UGHU#(QWU\ 4XRWH#3UHSDUDWLRQ#DQG#2UGHU#(QWU\ 4XRWH#3UHSDUDWLRQ#DQG#2UGHU#(QWU\
27%78 DQG 27%)6 KDYH WKH FDSDELOLW\ WR SUHSDUH IRUPDO SURGXFW DQG VHUYLFH TXRWHV WR WKH
FXVWRPHU. ,Q JHQHUDWLQJ TXRWHV, WKH DJHQW FDQ FRQWURO WKH IORZ DQG FRQYHUW WKH TXRWHV, RQFH
DSSURYHG, WR RUGHUV WR EH GHOLYHUHG.
&DOO#+LVWRU\ &DOO#+LVWRU\ &DOO#+LVWRU\ &DOO#+LVWRU\
7KH DJHQW FDQ UHYLHZ WKH FDOO KLVWRU\ IRU D FXVWRPHU ULJKW IURP D PHQX RSWLRQ LQ WKH 27%78
DQG 27%)6 WRROEDU. $VLGH IURP UHYLHZLQJ DFWLRQV RQ SULRU FDOOV WR DQG IURP WKH FXVWRPHU, WKH
DJHQW FDQ DOVR YLHZ KLVWRULFDO LQIRUPDWLRQ IRU TXRWHV, RUGHUV, SURGXFWV RI LQWHUHVW, QRWHV, DQG
IXOILOOPHQW LWHPV UHTXHVWHG.
&DOOEDFNV &DOOEDFNV &DOOEDFNV &DOOEDFNV
27%78 DQG 27%)6 SURYLGH WKH DJHQW WKH FDSDELOLW\ WR VFKHGXOH WKH QH[W RSSRUWXQLW\ WR VSHDN
ZLWK D FXVWRPHU.#&DOOEDFNV FDQ DOVR EH VHW DXWRPDWLFDOO\ EDVHG RQ FDOO RXWFRPH FRGHV DQG RWKHU
HYHQWV ,L.H., RUGHU GHOLYHU\ IROORZ-XS, IXOILOOPHQW UHTXHVWV IRU OLWHUDWXUH, HWF., $Q DOHUW UHPLQGV
WKH DJHQW ZKHQ LWV WLPH WR SODFH WKH FDOO.
79
+DQGV0IUHH#7HOHSKRQ\ +DQGV0IUHH#7HOHSKRQ\ +DQGV0IUHH#7HOHSKRQ\ +DQGV0IUHH#7HOHSKRQ\
27%78 DQG 27%)6 IXQFWLRQDOLW\ LQ FRQMXQFWLRQ ZLWK 2SHQ 7HO DQG &7-&RQQHFW, DOORZV WKH
DJHQW WR UHTXLUH QR LQWHUDFWLRQ ZLWK WKH WHOHSKRQH RQ WKH GHVNWRS, GXULQJ RU DIWHU FDOOV ZLWK
FXVWRPHUV. 7KH GHVNWRS FRPSXWHU UHFHLYHV PHVVDJHV IURP WKH &7, 0LGGOHZDUH DQG 2SHQ 7HO
WR DXWRPDWLFDOO\ VHQG DQG UHFHLYH WKH WHOHSKRQ\ HYHQWV WKDW JRYHUQ WKH VWDWH RI WKH WHOHSKRQH
,L.H., UHDG\, ZUDS XS, DIWHU FDOO ZRUN, HWF.,. $V QR DJHQW LQWHUDFWLRQ ZLWK WKH WHOHSKRQH LV
UHTXLUHG, HYHU\WKLQJ LV FRQWUROOHG IURP WKH FRPSXWHU.
)XOILOOPHQW#6HOHFWLRQ )XOILOOPHQW#6HOHFWLRQ )XOILOOPHQW#6HOHFWLRQ )XOILOOPHQW#6HOHFWLRQ
27%78 DQG 27%)6 DOORZ WKH DJHQW WKH FDSDELOLW\ WR VHOHFW IURP SUH-SDFNDJHG OLWHUDWXUH DQG
IROORZ-XS PDWHULDO, RU VHOHFW LQGLYLGXDO LQVHUW LWHPV WR EH VHQW WR FXVWRPHUV RQ GHPDQG. 7KH
DJHQW FDQ KDYH DQ RSWLRQ WR VHOHFW LQGLYLGXDO LWHPV WR EH VHQW, RU LW FDQ EH VHW WR DXWRPDWLFDOO\
VHQG FRUUHVSRQGHQFH EDVHG RQ WKH FDOO RXWFRPH FRGH DVVRFLDWHG ZLWK WKH FDOO.
4XHVWLRQV#DQG#2EMHFWLRQV 4XHVWLRQV#DQG#2EMHFWLRQV 4XHVWLRQV#DQG#2EMHFWLRQV 4XHVWLRQV#DQG#2EMHFWLRQV
27%78 DQG 27%)6 DOORZ WKH DJHQW WKH FDSDELOLW\ WR UHVSRQG FOHDUO\ DQG FRQVLVWHQWO\ WR IUH-
TXHQWO\ UDLVHG LVVXHV UHJDUGLQJ \RXU SURGXFWV, SUDFWLFHV, DQG EXVLQHVV SROLFLHV. 7KHVH 4XHVWLRQV
DQG 2EMHFWLRQV DUH VHWXS ZLWKLQ WKH V\VWHP, DOORZLQJ HDV\ DFFHVV WR WKH DJHQW WR DGGUHVV TXHV-
WLRQV. $V HYHU\WKLQJ LV VFULSWHG, WKH PHVVDJH GHOLYHUHG LV XQLIRUP UHJDUGOHVV RI WKH DJHQW KDQ-
GOLQJ WKH FDOO.
0XOWLSOH#$FWLRQV#SHU#7UDQVDFWLRQ 0XOWLSOH#$FWLRQV#SHU#7UDQVDFWLRQ 0XOWLSOH#$FWLRQV#SHU#7UDQVDFWLRQ 0XOWLSOH#$FWLRQV#SHU#7UDQVDFWLRQ
27%78 DQG 27%)6 KDYH WKH FDSDELOLW\ WR DXWRPDWLFDOO\ WUDFN DQ DJHQWV QDYLJDWLRQ WKURXJK
WKH DSSOLFDWLRQ, DQG UHFRUG WKH HYHQWV LQ FDOO KLVWRU\.#27%78 DQG 27%)6 UHFRUG DOO DVSHFWV RI
WKH FDOO, QRW MXVW WKH PDMRU SRLQW RI LQWHUHVW, LQ WKH FDOO KLVWRU\.
0XOWLSOH#7UDQVDFWLRQV#3HU#&DOO 0XOWLSOH#7UDQVDFWLRQV#3HU#&DOO 0XOWLSOH#7UDQVDFWLRQV#3HU#&DOO 0XOWLSOH#7UDQVDFWLRQV#3HU#&DOO
27%78 DQG 27%)6 KDYH WKH FDSDELOLW\ WR SHUIRUP PXOWLSOH VHDUFKHV IRU PXOWLSOH FXVWRPHUV
ZKLOH RQ WKH VDPH FDOO. 7KH DJHQW ZLOO QHYHU KDYH WR DVN D FXVWRPHU WR FDOO EDFN LI KH KDV PXO-
WLSOH DFFRXQWV IRU DWWHQWLRQ.#:LWK WKLV IHDWXUH, WKH DJHQW LV QRW OLPLWHG WR RQO\ RQH WUDQVDFWLRQ
SHU FDOO.
80
%XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV
,QWHJUDWHG#3URGXFWV ,QWHJUDWHG#3URGXFWV ,QWHJUDWHG#3URGXFWV ,QWHJUDWHG#3URGXFWV
27%78 DQG 27%)6 DUH LQWHJUDWHG ZLWK WKH HQWLUH IDPLO\ RI 2UDFOH &DOO &HQWHU DSSOLFDWLRQV.
%RWK DSSOLFDWLRQV H[SDQGV XSRQ WKH VWDQGDUG FDSDELOLWLHV RI DQ LQWHJUDWHG FDOO FHQWHU IDPLO\ RI
SURGXFWV ZLWK LQFUHDVHG IXQFWLRQDOLW\, DOORZLQJ D KLJKHU VWDQGDUG RI SHUIRUPDQFH.
,QFUHDVLQJ#$JHQW#3URGXFWLYLW\ ,QFUHDVLQJ#$JHQW#3URGXFWLYLW\ ,QFUHDVLQJ#$JHQW#3URGXFWLYLW\ ,QFUHDVLQJ#$JHQW#3URGXFWLYLW\
27%78V DQG 27%)6V LPEHGGHG &7, DQG LQWXLWLYH LQWHUIDFH HQDEOHV VFUHHQ SRSV, $XWRPDWLF#
1XPEHU#,GHQWLILFDWLRQ#+$1,,, 'LDOHG#1XPEHU#,GHQWLILFDWLRQ#6HUYLFH#+'1,6,, VRIWSKRQH,
FDOO DQG GDWD WUDQVIHU LPSURYLQJ WKH TXDOLW\ RI FXVWRPHU VHUYLFH, LQFUHDVLQJ DJHQW SURGXFWLYLW\,
FXVWRPHU VDWLVIDFWLRQ, DQG OR\DOW\.
,PSURYH#&XVWRPHU#6HUYLFH ,PSURYH#&XVWRPHU#6HUYLFH ,PSURYH#&XVWRPHU#6HUYLFH ,PSURYH#&XVWRPHU#6HUYLFH
%\ KDYLQJ DQ DFFXUDWH FRPSOHWH SURILOH DYDLODEOH WR WKH DJHQW, PRUH RSSRUWXQLWLHV DULVH WR SUR-
YLGH RXWVWDQGLQJ FXVWRPHU VHUYLFH WKXV HQVXULQJ FXVWRPHU SDWURQDJH, DV ZHOO DV RIIHULQJ DSSUR-
SULDWH SURGXFW XS-VDOHV DQG FURVV-VDOHV. 8OWLPDWHO\, 27%78 IHDWXUHV DOORZ WR ILQG KLGGHQ
UHYHQXH DQG WXUQ HYHU\ FDOO LQWR D SRWHQWLDO VDOH.
6SHHG#XS#,PSOHPHQWDWLRQV 6SHHG#XS#,PSOHPHQWDWLRQV 6SHHG#XS#,PSOHPHQWDWLRQV 6SHHG#XS#,PSOHPHQWDWLRQV
,QWXLWLYH *8, DOORZV IRU UDSLG LPSOHPHQWDWLRQ DQG PLQLPDO DJHQW WUDLQLQJ UHVXOWLQJ LQ FRQVLGHU-
DEOH FRVW VDYLQJV.
81
,QWHJUDWLRQ ,QWHJUDWLRQ ,QWHJUDWLRQ ,QWHJUDWLRQ
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRPPV DQG 8WLOLWLHV DQG 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HU-
YLFHV DUH GHVNWRS FOLHQW DSSOLFDWLRQV. 7KH\ DUH WKH PDLQ LQWHUIDFH XVHG E\ WKH FDOO FHQWHU
DJHQWV. 7KH\ LQWHJUDWH ZLWK WKH RWKHU IHDWXUH EHQHILWV DSSOLFDWLRQV LQ WKH &DOO &HQWHU SURGXFW
IDPLO\ VXFK DV 2UDFOH &DPSDLJQ 3OXV, 3UHGLFWLYH, ,QVLJKW, )XOILOOPHQW, &DOO %OHQGLQJ HWF. +RZ-
HYHU, WKH RQO\ GHSHQGHQFLHV IRU EDVLF IXQFWLRQDOLW\ DUH GDWDEDVH FRQQHFWLYLW\ ,8VLQJ &HQWXUD WR
UHWULHYH FXVWRPHU LQIRUPDWLRQ IURP WKH GDWDEDVH,, &7, 0LGGOHZDUH IRU &7, IXQFWLRQDOLW\ ,XVLQJ
&7, (YHQW PHVVDJLQJ WR SHUIRUP WHOHSKRQ\ IXQFWLRQV L.H. XVLQJ WKH 6RIW3KRQH, DQG 'LVWULE0
XWHG#&RPSXWLQJ#(QYLURQPHQW#+'&(, LI EHLQJ XVHG ZLWK DQ\ RI WKH RWKHU &DOO &HQWHU FRPSR-
QHQWV. '&( LV XVHG IRU UHPRWH SURFHGXUH FDOOV DQG LV H[SODLQHG LQ PRUH GHSWK LQ WKH
,PSOHPHQWDWLRQ VHFWLRQ XQGHU &OLHQW , 6HUYHU &RPPXQLFDWLRQV.
27%78 DQG 27%)6 GR 127 ,QWHJUDWH ZLWK 2UDFOH 7HOHSKRQ\ 0DQDJHU RU &DOO &HQWHU ,QWHOOL-
JHQFH#LQ YHUVLRQ 3L.
82
$SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV
WHFKQRORJ\ GLG QRW FKDQJHG IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH 3.2. ,Q WKLV IRUPDW, 27%78 LV
WDLORUHG WR PHHW WKH VSHFLILF QHHGV RI WKH FXVWRPHU.
613# 613# 613# 613##6 66 6L
7KH 3L UHOHDVH LV WKH ILUVW UHOHDVH ZKHUH WKH 7HOH%XVLQHVV DSSOLFDWLRQ LV RIIHUHG LQ WZR VSHFLILF
IRUPV, 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV DQG 2UDFOH 7HOH%XVLQHVV IRU 7HOHFRPP DQG
8WLOLWLHV.#3UHYLRXVO\ 27% ZDV VROG LQ LWV EDVLF IRUPDW DQG ZDV WDLORUHG WR PHHW WKH QHHGV RI VSH-
FLILF FXVWRPHUV.
7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\
7KH 27%78 GHVNWRS DSSOLFDWLRQ LV GHYHORSHG LQ &HQWXUD. 27%)6 XWLOL]HV WKH VDPH WHFKQRORJ\
ZLWK D 9LVXDO %DVLF RYHUOD\.
7KH#7HFKQLFDO#3ODWIRUP 7KH#7HFKQLFDO#3ODWIRUP 7KH#7HFKQLFDO#3ODWIRUP 7KH#7HFKQLFDO#3ODWIRUP
27%78227%)6#DQG#$GPLQLVWUDWRU#:RUNVWDWLRQV
+DUGZDUH 5HTXLUHPHQWV:
3HQWLXP 200 0+] &RPSXWHU
0LFURVRIW :LQGRZV 17 4.0 ,6HUYLFH 3DFN 3,, :LQGRZV 95,98 2SHUDWLQJ 6\VWHP
200 0% IUHH VSDFH RQ +DUG 'ULYH
&'-520 GULYH, RU WKH DELOLW\ WR DFFHVV D &'-520 GULYH RYHU WKH QHWZRUN
16 FRORU GLVSOD\ 0RQLWRU ,1024[80 VFUHHQ UHVROXWLRQ SUHIHUUHG.,
128 0% 5$0
0RXVH RU RWKHU SRLQWLQJ GHYLFH
6RIWZDUH 5HTXLUHPHQWV:
2SHUDWLQJ 6\VWHP 0LFURVRIW :LQGRZV 17 4.0 :RUNVWDWLRQ ,6HUYLFH 3DFN 3,, :LQGRZV 95,
98
7&3,,3
83
'DWDEDVH 5RXWHUV
$FFHVV WR GDWDEDVH VHUYHU UXQQLQJ DQ 2UDFOH 5'%06
7KH#,QWHJUDWHG#0DQDJHU#:RUNVWDWLRQ
+DUGZDUH 5HTXLUHPHQWV
3HQWLXP 166PK] 3&
:LQGRZV 17 4.0 &OLHQW ,32-ELW, ZLWK 6HUYLFH 3DFN 3 RU KLJKHU.
128 0% 5$0
4 *% +''
8; &'-520 'ULYH, 3.5 )ORSS\ 'ULYH
1 69*$ &RORU 0RQLWRU
6RIWZDUH 5HTXLUHPHQWV
:LQGRZV 17 2SWLRQ 3DFNDJH
06 ,( 4.0
0LFURVRIW 0DQDJHPHQW &RQVROH ,00&,
0LFURVRIW 2'%& 'ULYHU IRU 2UDFOH
*UDGLHQW '&( 57 &OLHQW 2.05 RU KLJKHU
7&3,,3 1HWZRUN &OLHQW ,(WKHUQHW,
$FWLYH;,2&; OLEUDULHV
64/ 6RIWZDUH
'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ
WHFKQRORJ\ GLG QRW FKDQJHG IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH 3.2.
613# 6L
:LWK WKH UHOHDVH RI 3L DQG WKH UROO RXW RI 27%)6 DQ DGGLWLRQDO VHW RI VFULSWV ZHUH GHYHORSHG WR
VXSSRUW WKH LQFUHDVHG IXQFWLRQDOLW\.#'XH WR WKH FXVWRPHU VSHFLILF QDWXUH RI )LQDQFLDO 6HUYLFH
LQVWLWXWLRQV WKHVH VFULSWV ZLOO QHHG WR EH FXVWRP WDLORUHG, PRVW OLNHO\ E\ D GHYHORSHU, EHIRUH WKH\
DUH UXQ.
84
,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ
,QVWDOODWLRQ ,QVWDOODWLRQ ,QVWDOODWLRQ ,QVWDOODWLRQ
,QVWDOODWLRQ RI WKH 7HOH%XVLQHVV SURGXFWV FRQVLVWV RI D VLPSOH VHWXS.H[H VW\OH RI LQVWDOODWLRQ DQG
FDQ EH FRPSOHWHG LQ XQGHU 30 PLQXWHV.
%HIRUH LQVWDOODWLRQ FDQ EH SHUIRUPHG WKH IROORZLQJ SUHUHTXLVLWHV PXVW EH REVHUYHG:
'DWDEDVHV
7KH 2UDFOH 7HOH%XVLQHVV#V\VWHP DQG FDPSDLJQ GDWDEDVH WDEOHVSDFHV PXVW EH LQVWDOOHG DQG FRQ-
ILJXUHG SULRU WR LQVWDOODWLRQ RI 2UDFOH &DPSDLJQ 3OXV. 2UDFOH 7HOH%XVLQHVV DSSOLFDWLRQV DUH FHU-
WLILHG IRU XVH ZLWK 2UDFOH Y.8.04. <RX ZLOO EH UHTXLUHG WR HQWHU GDWDEDVH LQIRUPDWLRQ GXULQJ
LQVWDOODWLRQ DQG FRQILJXUDWLRQ RI 2UDFOH &DPSDLJQ 3OXV.
&OLHQW#2#6HUYHU#&RPPXQLFDWLRQV
2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV UHTXLUHV *UDGLHQW 3&-'&( 2.2 ZLWK +RW )L[ 1
DSSOLHG. 2UDFOH 7HOH%XVLQHVV VRIWZDUH FRPPXQLFDWHV ZLWK 2UDFOH $SSOLFDWLRQ ([WHQVLRQV VXFK
DV 2UDFOH &DPSDLJQ 3OXV RYHU D ORFDO DUHD QHWZRUN ,/$1,. 2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP
DQG 8WLOLWLHV LV EDVHG RQ FOLHQW,VHUYHU DUFKLWHFWXUH, LQ ZKLFK VRPH SURFHVVHV DUH GLVWULEXWHG
DPRQJ WZR RU PRUH FRPSXWHUV. 7R IDFLOLWDWH FRPPXQLFDWLRQ EHWZHHQ PDFKLQHV, WKH VRIWZDUH
RSHUDWHV ZLWKLQ D '&(. :LWKLQ WKH '&(, WKH '&( FHOO NHHSV WUDFN RI '&( FOLHQWV. :KHQ D
'&( FOLHQW ERRWV, LW UHSRUWV LWVHOI WR WKH '&( FHOO. :LWKLQ WKH FOLHQW,VHUYHU DUFKLWHFWXUH, ZKHQ
D FOLHQW QHHGV WKH VHUYLFHV RI D VHUYHU, WKH '&( FOLHQW LQIRUPV WKH '&( FHOO DQG WKH FHOO FRQ-
QHFWV WKH FOLHQW WR WKH VHUYHU. 7KH '&( FHOO PXVW EH ORFDWHG RQ D :LQGRZV 17 VHUYHU. ,W PD\
UHVLGH RQ WKH VDPH PDFKLQH DV DQRWKHU VHUYLFH ZLWK VXIILFLHQW UHVRXUFHV. 2UDFOH '&( FRQILJX-
UDWLRQ VFULSWV LQVWDOO WKH '&( GLUHFWRULHV UHTXLUHG E\ WKH 2UDFOH 7HOH%XVLQHVV VHUYLFHV.
2SHQ#'DWDEDVH#&RQQHFWLYLW\#+2'%&,
'DWDEDVH 5HPRWH &RPPXQLFDWLRQV ZLWK WKH 'DWDEDVH 6HUYHU
2UDFOH .3 64/1HW 2.3
2UDFOH 8 8.0.4 1HW 8
06 64/ 6HUYHU 6.5 06 2'%& 'ULYHU IRU 64/ 6HUYHU
7KH IROORZLQJ 2'%& GULYHUV DUH VXSSRUWHG:
2UDFOH 0LFURVRIW 2'%& IRU 2UDFOH 2.53
06 64/ 6HUYHU 06 2'%& 'ULYHU 2.65.02405 IRU 64/ 6HUYHU
85
1HWZRUN#6HUYLFHV
2UDFOH &OLHQW IRU :LQGRZV 17 VKRXOG EH LQVWDOOHG. 7KLV LV D VWDQGDUG VHWXS.H[H W\SH LQVWDOO.
64/ 7DON VKRXOG EH LQVWDOOHG. ,8VHG IRU WHVWLQJ.,
64/ 1HW VKRXOG EH LQVWDOOHG DQG FRQILJXUHG:
,QVWDOODWLRQ LV D VLPSOH SURFHVV.
- 7R FRQILJXUH \RX ZLOO QHHG WKH GDWDEDVH FRQQHFWLRQ LQIRUPDWLRQ, L.H., WKH GDWDEDVH
6,' DQG SRUW.
6HWXS 6HWXS 6HWXS 6HWXS
&KHFN FRQILJXUDWLRQ RI 64/.,1, DQG 64/ 1HW FRQILJXUDWLRQV XVLQJ 64/ 7DON.#/RJ LQWR
ERWK WKH V\VWHP DQG FDPSDLJQ GDWDEDVH LQVWDQFHV DQG FRQILUP \RX FDQ YLHZ WKH DSSURSULDWH
WDEOHV.
0DNH VXUH WKDW \RX FDQ SURSHUO\ VHWXS D FDPSDLJQ DQG FUHDWH DJHQW SURILOHV. $VVLJQ WKHP
DSSURSULDWH ORJLQ SULYLOHJHV XVLQJ 27%78 $GPLQLVWUDWRU.
8SJUDGHV 8SJUDGHV 8SJUDGHV 8SJUDGHV
8SJUDGHV ZLOO EH GHSHQGHQW RQ KRZ IXWXUH FKDQJHV DUH LPSOHPHQWHG. 8SJUDGLQJ RI ROGHU YHU-
VLRQV RI VRIWZDUH PXVW EH GHWHUPLQHG RQ DQ LQGLYLGXDO EDVLV GXH WR WKH YDULHW\ RI FXVWRPHU
LPSOHPHQWDWLRQV DQG WKHLU HQYLURQPHQWV. 8SJUDGH SODQV WR 3L VKRXOG FRQVLGHU WKH H[LVWLQJ FXV-
WRPHU HQYLURQPHQW DQG FXVWRPL]DWLRQV LPSOHPHQWHG.
*OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV
1R JOREDOL]DWLRQ UHTXLUHPHQWV KDYH EHHQ LGHQWLILHG IRU WKLV SURGXFW.
7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV
/DQJXDJH VXSSRUW ZLOO EH SURYLGHG RQ WKH VDPH EDVLV DV RWKHU 2UDFOH DSSOLFDWLRQV. ,Q UHOHDVH
3.0 27%78 VXSSRUWV WUDQVODWLRQ WR 6SDQLVK, )UHQFK DQG 6ZHGLVK. 7KH ORFDOL]HG WH[W ODEHOV
DSSHDU RQO\ RQ WKH DJHQW VFUHHQV. 27%78 KHOS VFUHHQV, $GPLQLVWUDWRU VFUHHQV, DQG 2UDFOH VHU-
YLFH SURGXFW VFUHHQV,PHVVDJHV DUH QRW ORFDOL]HG.

86
5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ
8VHU#*XLGHV 8VHU#*XLGHV 8VHU#*XLGHV 8VHU#*XLGHV
27%78 8VHU *XLGH ,PD\ EH IRXQG DV 977 8VHU *XLGH Y.3.2,
27%)6 8VHU *XLGH ,PD\ EH IRXQG DV 977 8VHU *XLGH Y.3.2,
:HE#6LWHV :HE#6LWHV :HE#6LWHV :HE#6LWHV
)RU JHQHUDO SURGXFW LQIR:
KWWS:,,SURGXFWV.XV.RUDFOH.FRP 6HOHFW $SSOLFDWLRQV,&DOO &HQWHU,2UDFOH 7HOH%XVLQHVV IRU
7HOHFRPP DQG 8WLOLWLHV RU 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV
KWWS:,,YLF.XV.RUDFOH.FRP 6HOHFW 3URGXFW,9HUVDWLOLW\ 7HOHVDOHV,7HOHVHUYLFH
87
5HYLHZ 5HYLHZ 5HYLHZ 5HYLHZ
1RZ#WKDW#\RX#KDYH#UHDG#WKH#7HOH%XVLQHVV#IRU#7HOHFRP#DQG#8WLOLWLHV#VHFWLRQ/#ZRUN#WKURXJK#WKH#IROORZLQJ#TXHV0
WLRQV#WR#KHOS#UHLQIRUFH#WKH#OHDUQLQJ#SURYLGHG#LQ#WKLV#GRFXPHQW1#$W#WKH#HQG#RI#HDFK#TXHVWLRQ#LV#D#SRLQWHU#WR#WKH#
VHFWLRQ#WKDW#FRQWDLQV#WKH#DQVZHU#LI#\RX#QHHG#WR#UHI HU#EDFN#WR#WKH#GRFXPHQW1
1. %\ XVLQJ WKH 27%78,27%)6 IHDWXUH IXQFWLRQDOLW\, LI VRPHRQH FDOOHG LQWR D FDOO FHQWHU
ZLWK D SUREOHP DQG FRPSODLQHG WKDW WKH\ FDOOHG LQ EHIRUH ZLWK QR DFWLRQ WDNHQ, FRXOG WKLV
EH YHULILHG" ,6HH VHFWLRQ .H\#)HDWXUHV,
2. /LVW DW OHDVW VL[ NH\ IHDWXUHV RI 27%78,27%)6. ,6HH VHFWLRQ .H\#)HDWXUHV,
3. :KDW DUH VRPH XQGHUO\LQJ EHQHILWV LQ XVLQJ WKH 27%78 *8, DSSOLFDWLRQ. ,6HH VHFWLRQ .H\#
)HDWXUHV,
4. :KDW LV WKH GLIIHUHQFH EHWZHHQ 27%78 DQG 27%)6" ,6HH VHFWLRQ 27%78#'HVFULSWLRQ,
5. +RZ GRHV WKH 27%78,27%)6 GHVNWRS FRPPXQLFDWH ZLWK WKH UHVW RI WKH &DOO &HQWHU )DP-
LO\ RI 3URGXFWV" ,6HH VHFWLRQ ,QWHJUDWLRQ,
6. :KDW GR WKH DFURQ\PV *8,, &7,, DQG 7&3,,3 VWDQG IRU" ,6HH VHFWLRQ 7HUPV,
88
F FF F
D DD D
P PP P
S SS S
D DD D
L LL L
J JJ J
Q QQ Q
# ## #
S SS S
O OO O
X XX X
V VV V
# ## #
F FF F
D DD D
P PP P
S SS S
D DD D
L LL L
J JJ J
Q QQ Q
# ## #
S SS S
O OO O
X XX X
V VV V
# ## #
F FF F
D DD D
P PP P
S SS S
D DD D
L LL L
J JJ J
Q QQ Q
# ## #
S SS S
O OO O
X XX X
V VV V
# ## #
F FF F
D DD D
P PP P
S SS S
D DD D
L LL L
J JJ J
Q QQ Q
# ## #
S SS S
O OO O
X XX X
V VV V
# ## #
F FF F
D DD D
P PP P
S SS S
D DD D
L LL L
J JJ J
Q QQ Q
# ## #
S SS S
O OO O
X XX X
V VV V
&DPSDLJQ#3OXV
90
&DPSDLJQ#3OXV
91
&DPSDLJQ#3OXV
25$&/(#&$03$,*1#3/86 25$&/(#&$03$,*1#3/86 25$&/(#&$03$,*1#3/86 25$&/(#&$03$,*1#3/86
/HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV /HDUQHU#2EMHFWLYHV
2UDFOH &DPSDLJQ 3OXV DQG LWV IXQFWLRQ ZLWKLQ WKH &DOO &HQWHU SURGXFW IDPLO\. 8SRQ FRPSOHWLRQ
RI WKLV VHFWLRQ WKH OHDUQHU ZLOO EH DEOH WR:
'HILQH OLVW VHJPHQWDWLRQ.
*LYH VHYHUDO H[DPSOHV RI FRPPRQ PHWKRGV RI GDWD VHJPHQWDWLRQ.
([SODLQ KRZ 2UDFOH &DPSDLJQ 3OXV SURYLGHV SRZHUIXO GDWD VHJPHQWDWLRQ FDSDELOLW\.
&LWH WKH IHDWXUHV DQG EHQHILWV RI 2UDFOH &DPSDLJQ 3OXV DV WKH\ DSSO\ WR WKH W\SLFDO RXW-
ERXQG FDOO FHQWHU.
([SODLQ WKH W\SHV RI RXWERXQG GLDOLQJ VWUDWHJLHV DQG H[SODLQ WKH GLIIHUHQFH EHWZHHQ WKHP.
([SODLQ KRZ UHF\FOLQJ LV EHQHILFLDO WR OLVW PDQDJHPHQW.
5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV 5HFRPPHQGHG#.QRZOHGJH26NLOOV
7HUPV 7HUPV 7HUPV 7HUPV
&DOO#2XWFRPH$ FDOO RXWFRPH LV D UHVXOW RI DQ DWWHPSW WR FRQWDFW D FXVWRPHU. )RU LQVWDQFH, LI
DQ DJHQW FDOOHG D FXVWRPHU DQG WKH SKRQH ZDV EXV\, WKH RXWFRPH ZRXOG EH EXV\. 7KH RXW-
FRPH LV UHFRUGHG DV D FRGH IRU HDFK WUDQVDFWLRQ. 2UDFOH &DPSDLJQ 3OXV KDV D QXPEHU RI VWDQ-
GDUG &DOO 2XWFRPH &RGHV. 7KHVH FRGHV DUH ZKDW DOORZV WKH HIIHFWLYH SURFHVVLQJ RI UHFRUGV LQ
2UDFOH &DPSDLJQ 3OXV JHQHUDWHG OLVWV. .QRZLQJ WKH ODVW RXWFRPH RI D FDOO FDQ EH OHYHUDJHG WR
GHWHUPLQH D IXWXUH FRXUVH RI DFWLRQ. 2QH VXFK DFWLRQ ZRXOG EH FDOOLQJ WKH EXV\ QXPEHU EDFN LQ
ILYH PLQXWHV, RU FDOOLQJ D QR DQVZHU FXVWRPHU EDFN DW D GLIIHUHQW WLPH, OLNH DIWHU ZRUN.
92
&DPSDLJQ#3OXV
7KHUH DUH WKUHH YDOXHV WKDW FDQ EH XVHG ZKHQ DQ DJHQW VWDWXVHV D FDOO:#2XWFRPH, 5HVXOW DQG
5HVXOW 5HDVRQ.#)RU H[DPSOH, LI DQ LQERXQG DJHQW UHFHLYHG D FDOO IURP D FXVWRPHU DQG WULHG WR
VHOO WKHP VRPHWKLQJ, EXW WKH FXVWRPHU UHIXVHG VD\LQJ WKH\ FRXOGQW DIIRUG LW, WKH DJHQW PLJKW
VWDWXV WKH FDOO DV IROORZV: 2XWFRPH &RQWDFW ,WKH\ ZHUH LQ GLUHFW FRQWDFW ZLWK WKH FXVWRPHU,,
5HVXOW 1R 6DOH ,WKH\ DWWHPSWHG WR VHOO D SURGXFW EXW ZHUH XQVXFFHVVIXO,, 5HVXOW 5HDVRQ 1R
0RQH\ ,WKH FXVWRPHU VDLG WKH\ FRXOG QRW DIIRUG WKH SURGXFW RIIHUHG,.#7KH 2XWFRPH HQWHUHG E\
WKH DJHQW DVVLJQV D QXPHULF 2XWFRPH &RGH WR WKH UHFRUG, WKLV LV XVHG E\ 2UDFOH &DPSDLJQ 3OXV
WR GHWHUPLQH ZKDW VKRXOG EH GRQH ZLWK WKH UHFRUG QH[W.#7KH 2XWFRPH, 5HVXOW DQG 5HVXOW 5HD-
VRQ,V, DUH DOO UHFRUGHG LQ DQ 2UDFOH ,QVLJKW HQYLURQPHQW, VR FDOO UHVXOWV FDQ EH WUDFNHG VWDWLVWL-
FDOO\. ,0RUH#GHWDLOV#FDQ#EH#IRXQG#LQ#WKH#2UDFOH#,QVLJKW#VHFWLRQ#RI#WKLV#VHOI#VWXG\.,
&DPSDLJQ$ FDPSDLJQ LV D IRFDO SRLQW RI FDOO FHQWHU DFWLYLW\. 7KH JRDO RI D FDPSDLJQ LV WR
SURYLGH VHUYLFHV DQG SURGXFWV WR WKRVH SDUWLHV LQYROYHG LQ WHOHSKRQH FRQWDFW ZLWK \RXU DJHQWV.
,W LV D FRPPRQ &DOO &HQWHU WHUP XVHG WR H[SODLQ DQ HQYLURQPHQW WKDW KDV EHHQ GHILQHG IRU D
VSHFLILF SXUSRVH. &DPSDLJQV DUH GLVFXVVHG PRUH LQ GHSWK LQ WKH 2UDFOH 7HOH%XVLQHVV#DQG 2UDFOH
&DPSDLJQ 3OXV VHFWLRQ RI WKLV VWXG\ JXLGH. $Q RXWERXQG FDPSDLJQ FRQVLVWV RI OLVWV UHIHUHQFLQJ
FXVWRPHUV EHLQJ FDOOHG IRU D SDUWLFXODU REMHFWLYH. ,W PD\ EH D WHOHVDOHV FDPSDLJQ, D VXUYH\, D
IXQG-UDLVHU, HVFDODWLRQ SUHYHQWLRQ, ZHOFRPH FDOO, D YHULILFDWLRQ FDPSDLJQ RU PDQ\ RWKHU W\SHV RI
RXWERXQG FDPSDLJQV. 2IWHQ, FXVWRPHUV IURP GLIIHUHQW FDPSDLJQV DUH DOVR FXVWRPHUV IURP GLI-
IHUHQW OHDG VRXUFHV. )RU LQVWDQFH, LQ D FDOO FHQWHU WKDW VHOOV FUHGLW FDUGV IRU GLIIHUHQW EDQNV, HDFK
EDQN PD\ SURYLGH LWV RZQ VHWV RI FXVWRPHUV. (DFK EDQNV FXVWRPHUV DUH FRQVLGHUHG WR EH D GLI-
IHUHQW FDPSDLJQ, DOWKRXJK WKH DJHQW FRQWDFW DQG SUHVHQWDWLRQ PD\ EH VLPLODU. $ FDPSDLJQ LV
XVXDOO\ VHJPHQWHG LQWR PRUH WKDQ RQH OLVW EDVHG RQ VRPH FRPELQDWLRQ RI FXVWRPHU GHPRJUDSK-
LFV. ,Q D ODUJH FRXQWU\ VXFK DV WKH 8.6., D FRPPRQ OLVW VHJPHQWDWLRQ PHWKRG LV HLWKHU E\ WLPH
]RQH RU VWDWH. +RZHYHU, LQFRPH, EDQN EDODQFH, DJH, GROODUV GXH, GD\V RXWVWDQGLQJ LQYRLFHV,
SURGXFW,VHUYLFHV SXUFKDVHG, DQG,RU DQ\ RWKHU FRPELQDWLRQ RI GHPRJUDSKLFV FDQ DOVR EH XVHG
WR VHJPHQW OLVWV. $Q LQERXQG FDPSDLJQ GRHV QRW FRQWDLQ DQ\ OLVWV.
'LDOLQJ#6WUDWHJLHV $ GLDOLQJ VWUDWHJ\ LV WKH PHWKRG E\ ZKLFK WKH V\VWHP GLDOV WKH FXVWRPHUV
WHOHSKRQH QXPEHU DQG DW WKH VDPH WLPH SDVVHV UHFRUGV WR DJHQWV. $XWRPDWHG GLDOLQJ HQKDQFHV
SURGXFWLYLW\ DQG OLVW SHQHWUDWLRQ EHFDXVH LW GLDOV WKH FXVWRPHU WHOHSKRQH QXPEHUV PXFK IDVWHU
DQG PRUH DFFXUDWHO\ WKDQ WKH DJHQWV FDQ.
3UHYLHZ3UHYLHZ GLDOLQJ PHDQV WKDW WKH DJHQW JHWV WR UHYLHZ D FXVWRPHU UHFRUG
EHIRUH FDOOLQJ WKH FXVWRPHU. :KHQ WKH DJHQW LQGLFDWHV WKDW KH LV UHDG\ WR FDOO WKH
FXVWRPHU ,XVXDOO\ E\ SUHVVLQJ D NH\ RU FOLFNLQJ RQ DQ LFRQ LQ WKH DJHQW DSSOLFDWLRQ,,
WKH FDOO LV ODXQFKHG IURP WKH GHVNWRS WKURXJK WKH GHVNWRS WHOHSKRQ\.
7LPHG#3UHYLHZ8QGHU D WLPHG SUHYLHZ GLDOLQJ PHWKRG, WKH UHFRUG LV SUHVHQWHG
WR DQ DJHQW IRU D SUH-GHILQHG DPRXQW RI WLPH ,L.H., 15 WR 30 VHFRQGV, EHIRUH WKH V\V-
WHP GLDOV WKH UHFRUG GLVSOD\HG. 7KLV JLYHV DQ RSSRUWXQLW\ IRU WKH DJHQW WR PDNH D
TXLFN GHWHUPLQDWLRQ RQ ZKHWKHU WKH UHFRUG VKRXOG EH GLDOHG RU VNLSSHG. 7KLV DOVR
LQFUHDVHV DJHQW SURGXFWLYLW\ E\ OLPLWLQJ WKH DPRXQW RI WLPH DJHQWV FDQ UHYLHZ
93
&DPSDLJQ#3OXV
UHFRUGV. 7KH WLPH EHIRUH WKH UHFRUG LV GLDOHG LV D SDUDPHWHU VHW E\ WKH 6\VWHP
$GPLQLVWUDWRU.
3URJUHVVLYH3URJUHVVLYH GLDOLQJ PHDQV WKDW WKH UHFRUG LV ODXQFKHG IURP WKH GHVN-
WRS DV LQ SUHYLHZ DQG WLPHG SUHYLHZ GLDOLQJ, EXW WKH DJHQW GRHV QRW YLHZ WKH UHFRUG
SULRU WR ODXQFKLQJ WKH FDOO. 7KH FDOO LV ODXQFKHG DXWRPDWLFDOO\ RQFH DQ DJHQW LV
DYDLODEOH WR WDNH D FDOO.
3UHGLFWLYH3UHGLFWLYH GLDOLQJ PHDQV WKDW 3UHGLFWLYH LV FDOOLQJ FXVWRPHUV LQ
DGYDQFH RI DJHQWV EHLQJ DYDLODEOH WR WDON ZLWK WKH FXVWRPHUV. 3UHGLFWLYH GLDOLQJ
DOJRULWKPV DUH EDVHG RQ WKH UHDOLW\ WKDW FXVWRPHUV DUH DFWXDOO\ DYDLODEOH WR DQVZHU
WKH WHOHSKRQH RQO\ D FHUWDLQ SHUFHQWDJH RI WKH WLPH. 3UHGLFWLYH GLDOLQJ ILOWHUV EXVLHV,
QR DQVZHUV, PRGHPV, ID[HV, DQG RWKHU QR-FRQWDFW FDOOV VR WKDW WKH RQO\ FDOOV UHDFK-
LQJ DQ DJHQW DUH WKRVH WKDW DFWXDOO\ KDYH D FRQWDFW RQ WKH OLQH. 7KXV, 3UHGLFWLYH
GLDOV PDQ\ FXVWRPHU WHOHSKRQH QXPEHUV DW WKH VDPH WLPH, DQG RQO\ JLYHV DJHQWV
FDOOV WKDW UHVXOW LQ D FXVWRPHU SLFNLQJ XS WKH WHOHSKRQH. $OO QRQ-FRQWDFW RXWFRPHV
DUH VFUHHQHG, DQG UHFRUGV DUH DXWRPDWLFDOO\ UHF\FOHG WR EH FDOOHG DW WKH QH[W DSSUR-
SULDWH FDOOLQJ WLPH.
'LVWULEXWHG#&RPSXWLQJ#(QYLURQPHQW#+'&(,,V XVHG E\ WKH FOLHQW PDFKLQHV WR UHJLVWHU
ZLWK HDFK VHUYLFH WKHUHE\ DOORZLQJ FOLHQW DQG VHUYLFHV WR ORFDWH RQH DQRWKHU. 7KH FRPPXQLFD-
WLRQ EHWZHHQ WKH FOLHQW DQG VHUYLFHV LV SHUIRUPHG YLD UHPRWH SURFHGXUH FDOOV ,53&V,.
/LVWV$ OLVW LV D GDWD VWUXFWXUH FRQWDLQLQJ LQIRUPDWLRQ DERXW RQH RU PRUH FXVWRPHU UHFRUGV. $
OLVW GRHV QRW UHSURGXFH WKH FXVWRPHU GDWDEDVH, HDFK UHFRUG LQ WKH OLVW SRLQWV EDFN WR D UHDO FXV-
WRPHU DFFRXQW LQ \RXU FXVWRPHU GDWDEDVH. (DFK OLVW FRQWDLQV D PLQLPXP RI WKUHH SLHFHV RI
UHTXLUHG LQIRUPDWLRQ, LQ DGGLWLRQ WR LQIRUPDWLRQ WKDW FDQ EH VHW E\ WKH 6\VWHP $GPLQLVWUDWRU.
7KH WKUHH SLHFHV RI UHTXLUHG LQIRUPDWLRQ DUH SUHVHQWHG EHORZ:
- 7LPH =RQH RI WKH FXVWRPHU UHFRUG
- 7HOHSKRQH QXPEHU
- 8QLTXH FXVWRPHU LGHQWLILFDWLRQ QXPEHU
(DFK OLVW KDV D OLVW FDOHQGDU#WKDW GHILQHV WKH GD\V RI WKH ZHHN DQG KRXUV RI WKH GD\ WKDW
UHFRUGV LQ WKH OLVW FDQ EH FDOOHG. ,W DOVR GHILQHV WKH WLPH ]RQH RI WKH OLVW, ZKLFK DIIHFWV
LWV KRXUV RI RSHUDWLRQ UHODWLYH WR WKH VHUYHUV WLPH ]RQH.
7KH OLVW SULRULW\#GHILQHV D UHOHDVH SULRULW\ IRU FXVWRPHU UHFRUGV LQ WKH OLVW. %\ DVVLJQLQJ
GLIIHUHQW SULRULWLHV WR OLVWV ZLWKLQ WKH VDPH FDPSDLJQ, FDOO FHQWHU PDQDJHUV FDQ HQVXUH
WKH PRVW GHVLUDEOH FXVWRPHU UHFRUGV DUH DWWHPSWHG ILUVW.
7KH OLVW UHOHDVH FULWHULD GHILQHV WKH FRQGLWLRQV WKDW PXVW H[LVW LQ RUGHU IRU D UHFRUG WR
EH UHOHDVHG IURP D OLVW. )RU H[DPSOH, D UHOHDVH FULWHULD RI 7LPH =RQH 02 ZRXOG DOORZ
RQO\ WKRVH DFFRXQWV ORFDWHG LQ WLPH ]RQH 02 WR EH UHOHDVHG IRU FDOOLQJ.
94
&DPSDLJQ#3OXV
/LVW TXDQWXP LV ZKDW GHILQHV WKH QXPEHU RI FXVWRPHU UHFRUGV WKDW VKRXOG EH UHDG IURP
D OLVW EHIRUH 2UDFOH &DPSDLJQ 3OXV PRYHV RQ WR WKH QH[W OLVW. ,W LV XVHIXO IRU EDODQFLQJ
OLVWV VR WKDW UHFRUGV IURP WKH OLVWV DUH GLDOHG SURSRUWLRQDWHO\.
7LPH-EDVHG LQGLFDWRU LQGLFDWHV ZKHWKHU 2UDFOH &DPSDLJQ 3OXV QHHGV WR REH\ D GDWH DQG
WLPH VWDPS RQ FXVWRPHU UHFRUGV. ,I WKH WLPH-EDVHG LQGLFDWRU LV WXUQHG RQ, WKHQ 2UDFOH
&DPSDLJQ 3OXV FDQQRW UHOHDVH D FXVWRPHU UHFRUG XQWLO, DW, RU DIWHU WKH WLPH VWDPS RQ
WKH UHFRUG.
6HOHFWLRQ SULRULW\ GHILQHV D SULRULW\ IRU WKH VHOHFWLRQ RI WKH UHFRUGV LQ WKH OLVW RQFH WKH\
DUH UHOHDVHG.
7KH SXUSRVH RI D OLVW LV WR LGHQWLI\ D SDUWLFXODU VHJPHQW RI FXVWRPHU UHFRUGV. 2QFH D
VHJPHQW KDV EHHQ LGHQWLILHG, DQ DGPLQLVWUDWRU FDQ FRQWURO WKH FRQGLWLRQV XQGHU ZKLFK
WKH UHFRUGV DUH FDOOHG. 6RPH FRPPRQ PHWKRGV RI VHJPHQWLQJ DUH E\ 7LPH =RQH, $JH,
,QFRPH, 6WDWH 5HJLRQ DQG,RU &DOO 5HVXOWV.
/LVW#*URXSV$ OLVW JURXS FRPELQHV OLVWV LQWR GLIIHUHQW IXQFWLRQDO JURXSV. $ OLVW JURXS FDQ
FURVV FDPSDLJQ ERXQGDULHV. /LVW JURXSV FRQWURO WKH VSHFLDO UHOHDVH RI UHFRUGV IURP PXOWLSOH
OLVWV. )RU LQVWDQFH, WKH\ FDQ KHOS HQIRUFH D GLDOLQJ VWUDWHJ\ RU EH XVHG IRU YHULILFDWLRQ. $JHQWV
FDQ EH DVVLJQHG WR ZRUN RQ VSHFLILF OLVW JURXSV EDVHG RQ GLIIHUHQW VNLOO VHWV DQG UHFHLYH UHFRUGV
RQO\ IURP WKRVH JURXSV.
5HF\FOLQJ 7KLV LV WKH PHWKRG E\ ZKLFK FDOOV ILOWHUHG IURP WKH DJHQW ,GXH WR D QRQ-FRQWDFW
QDWXUH, DUH UH-TXHXHG IRU DQRWKHU DWWHPSW DW D IXWXUH GDWH DQG,RU WLPH. 5HF\FOLQJ VWUDWHJLHV FDQ
EH WDLORUHG WR VXLW HDFK FDOO FHQWHUV XQLTXH VWDQGDUGV. )RU H[DPSOH, FDOO EDFN DWWHPSWV UHVXOWLQJ
LQ EXVLHV DIWHU 10 PLQXWHV IRU WKUHH WLPHV WKHQ FDOO DJDLQ DIWHU 6 KRXUV ODWHU WKDW GD\, RU FDOO
EDFN DWWHPSWV UHVXOWLQJ LQ QR DQVZHUV DIWHU HYHU\ IRXU KRXUV, RU ZKHQ \RX GHWHFW DWWHPSWV
UHVXOWLQJ LQ PRGHP VLJQDOV, GR QRW FDOO EDFN,.
6WRS#/LVW7KH DELOLW\ WR UHVWULFW D FDOO IURP EHLQJ DWWHPSWHG IRU DQ\ YDOLG EXVLQHVV UHDVRQ
LQFOXGLQJ FRPSOLDQFH ZLWK 7HOHSKRQH &RQVXPHU 3URWHFWLRQ $FW ,7&3$, OHJLVODWLRQ HQVXULQJ
FXVWRPHUV RU SURVSHFWV ZKR KDYH DVNHG QRW WR EH FRQWDFWHG E\ D EXVLQHVV DUH QRW FDOOHG.
95
&DPSDLJQ#3OXV
2UDFOH#&DPSDLJQ#3OXV#$SSOLFDWLRQ 2UDFOH#&DPSDLJQ#3OXV#$SSOLFDWLRQ 2UDFOH#&DPSDLJQ#3OXV#$SSOLFDWLRQ 2UDFOH#&DPSDLJQ#3OXV#$SSOLFDWLRQ
$SSOLFDWLRQ#'HVFULSWLRQ $SSOLFDWLRQ#'HVFULSWLRQ $SSOLFDWLRQ#'HVFULSWLRQ $SSOLFDWLRQ#'HVFULSWLRQ
2UDFOH &DPSDLJQ 3OXV LV RQH FRPSRQHQW RI 2UDFOHV RXWERXQG FDOO FHQWHU IDPLO\ RI SURGXFWV.
,W LV XVHG WR PDQDJH OLVWV IRU RXWERXQG GLDOLQJ FDPSDLJQV DQG WKHLU HIIHFWLYHQHVV LQ OLVW SHQH-
WUDWLRQ DQG UHFRUG UHF\FOLQJ. $V RQH RI WKH PRVW VRSKLVWLFDWHG WRROV LQ WKH PDUNHW WRGD\ IRU
FDPSDLJQ OLVW PDQDJHPHQW DQG H[HFXWLRQ, 2UDFOH &DPSDLJQ 3OXV SURYLGHV FDSDELOLWLHV WR PD[-
LPL]H RXWERXQG OLVW SHQHWUDWLRQ UHVXOWLQJ LQ EHWWHU PDQDJHPHQW GHFLVLRQV. $V D OLVW PDQDJHPHQW
XWLOLW\ FRXSOHG ZLWK 2UDFOH 3UHGLFWLYH, 2UDFOH &DPSDLJQ 3OXV KHOSV FDOO FHQWHUV PDQDJH RXW-
ERXQG WHOHVDOHV, WHOHPDUNHWLQJ, WHOHVHUYLFH, DQG RWKHU FDPSDLJQV ZLWK FDSDELOLWLHV UDQJLQJ IURP
UHDO-WLPH PRQLWRULQJ RI OLVW DFWLYLW\ WR G\QDPLF OLVW VHJPHQWDWLRQ, DQG IURP OLVW VFRULQJ RI EHVW
FRQWDFWV WR LQWHOOLJHQW UHF\FOLQJ RI QRQ-FRQWDFWHG FXVWRPHUV.
2UDFOH &DPSDLJQ 3OXV LV D SURGXFW WKDW DOORZV FDOO FHQWHUV WR PD[LPL]H RXWERXQG FDOO SHUIRU-
PDQFH E\ PDQDJLQJ OLVWV RI FXVWRPHUV. ,W LV D IOH[LEOH WRRO WKDW DOORZV DGPLQLVWUDWRUV WR PRGLI\
WKH ZD\ WKDW FDOO FHQWHUV RUJDQL]H DQG SULRULWL]H FXVWRPHU OLVWV. $GPLQLVWUDWRUV FDQ DGG QHZ FXV-
WRPHUV LQWR OLVWV DW DQ\ WLPH, LQVWDQWDQHRXVO\ FKDQJH GLDOLQJ#VWUDWHJLHV, DQG H[SRUW FXVWRPHU
DFFRXQWV WR H[WHUQDO V\VWHPV.
2UDFOH &DPSDLJQ 3OXV LPSURYHV OLVW SHQHWUDWLRQ E\ XVLQJ DGYDQFHG VWUDWHJLHV WR UHOHDVH UHFRUGV
DQG WR HQVXUH WKDW QRQ-FRQWDFWHG FXVWRPHUV DUH FDOOHG DJDLQ DW RSWLPXP WLPHV, ZKLOH VWLOO
REVHUYLQJ LQGXVWU\ VWDQGDUG UXOHV DQG UHJXODWLRQV. ,W DOVR SURYLGHV WHFKQLTXHV IRU FRQWUROOLQJ
WKH IORZ RI FXVWRPHU UHFRUGV IURP OLVWVDGPLQLVWUDWRUV FDQ FRQWURO WKH RUGHU DQG PL[ RI
UHFRUGV WKDW DUH SDVVHG WR DJHQWV IRU RXWERXQG FDOOLQJ. %\ XVLQJ WKH RQ-OLQH PRQLWRULQJ DQG
UHSRUWLQJ WRROV DYDLODEOH WKURXJK 2UDFOH &DPSDLJQ 3OXV, DGPLQLVWUDWRUV FDQ YLHZ WKH RXWERXQG
FDOOLQJ VWDWLVWLFV WR VHH SUHGLFWHG H[KDXVWLRQ WLPHV, DYDLODEOH UHFRUGV, DQG RWKHU UHDO-WLPH LQIRU-
PDWLRQ DERXW RXWERXQG FDOOLQJ.
.H\#)HDWXUHV .H\#)HDWXUHV .H\#)HDWXUHV .H\#)HDWXUHV
2UDFOH &DPSDLJQ 3OXV PDNHV LW HDV\ WR SHUIRUP DOO RI WKHVH DFWLYLWLHV:
&DPSDLJQ#0DQDJHPHQW &DPSDLJQ#0DQDJHPHQW &DPSDLJQ#0DQDJHPHQW &DPSDLJQ#0DQDJHPHQW
(IIHFWLYH FDPSDLJQ PDQDJHPHQW LV IXQGDPHQWDO WR DQ HIIHFWLYH WHOHPDUNHWLQJ VWUDWHJ\. 7KH
FDPSDLJQ LGHQWLILHV WKH JURXS RI OLVWV WDUJHWLQJ FXVWRPHUV IRU D WHOHPDUNHWLQJ SURPRWLRQ, WKXV,
WKH FDPSDLJQ LV WKH PRVW FRPPRQ PHWKRG RI RUJDQL]LQJ FXVWRPHU OLVWV. 2UDFOH &DPSDLJQ 3OXV
GRHV PRUH WKDQ VLPSO\ DOORZ \RX WR RUJDQL]H \RXU OLVWV E\ FDPSDLJQ, LW DOORZV \RX WR RUJDQL]H
VLPXOWDQHRXV FDPSDLJQV, XVH GLIIHUHQW GLDOLQJ VWUDWHJLHV IRU HDFK FDPSDLJQ, DQG VSHFLI\ GLIIHU-
96
&DPSDLJQ#3OXV
HQW VHOHFWLRQ FULWHULD IRU HDFK OLVW. )LQDOO\, 2UDFOH &DPSDLJQ 3OXV DOORZV \RX WR DVVHVV WKH SHU-
IRUPDQFH RI D OLVW.
'DWD#6HJPHQWDWLRQ# 'DWD#6HJPHQWDWLRQ# 'DWD#6HJPHQWDWLRQ# 'DWD#6HJPHQWDWLRQ#
2UDFOH &DPSDLJQ 3OXV DOORZV \RX WR VHJPHQW GDWD ZLWK LWV VLPSOH, \HW SRZHUIXO IHDWXUHV. <RX
FDQ PD[LPL]H \RXU RXWERXQG FDPSDLJQV HIIHFWLYHQHVV E\ EXLOGLQJ OLVWV WKDW DOORZ \RX WR WDUJHW
YHU\ VSHFLILF GHPRJUDSKLFV. <RX FDQ VHJPHQW OLVWV E\ HLWKHU SUH-GHILQHG ILHOGV RU XVHU-GHILQHG
GDWD. 9LUWXDOO\ HYHU\ ILHOG LQ WKH FXVWRPHU WDEOH LQ WKH GDWDEDVH FDQ EH XVHG IRU OLVW VHJPHQWD-
WLRQ.
/LVW#0DQDJHPHQW /LVW#0DQDJHPHQW /LVW#0DQDJHPHQW /LVW#0DQDJHPHQW
/LVW PDQDJHPHQW LV WKH SURFHVV RI VHWWLQJ XS OLVWV VR WKDW WKH\ RSHUDWH HIIHFWLYHO\. 0DQDJHPHQW
DFWLYLWLHV LQFOXGH VHWWLQJ XS WKH OLVWV, ORRNLQJ DW OLVW SHUIRUPDQFH, DQG VHWWLQJ XS VHOHFWLRQ DQG
UHOHDVH FULWHULD. 2UDFOH &DPSDLJQ 3OXV DOORZV:
8QOLPLWHG QXPEHU RI OLVWV
- 2UDFOH &DPSDLJQ 3OXV FDQ FRQWURO XS WR 32,000 OLVWV SHU OLVW PDQDJHU VHUYLFH.
- 2UDFOH &DPSDLJQ 3OXV FDQ FRQWURO PXOWLSOH FDPSDLJQV DQG OLVW JURXSV.
- 2UDFOH &DPSDLJQ 3OXV FDQ KDYH DQ XQOLPLWHG QXPEHU RI VLPXOWDQHRXVO\ UXQQLQJ OLVW
PDQDJHU VHUYLFHV.
'\QDPLF FUHDWLRQ DQG GHOHWLRQ RI OLVWV
- 2UDFOH &DPSDLJQ 3OXV FDQ DGG QHZ OLVWV WR D FDPSDLJQ ZKLOH WKH OLVW PDQDJHU VHU-
YLFH LV DFWLYH.
- <RX FDQ TXLFNO\ GHOHWH OLVWV DQG UHSODFH WKHP ZLWK QHZ OLVWV.
- <RX FDQ PRYH FXVWRPHU DFFRXQWV IURP RQH OLVW WR DQRWKHU TXLFNO\.
/LVW VHJPHQWDWLRQ ORJLF
- (DFK OLVW FRQWDLQV LWV RZQ VHJPHQWDWLRQ RU VHOHFWLRQ ORJLF.
- <RX FDQ HDVLO\ ORRN DW WKH OLVWV ORJLF WR VHH ZKDW UHFRUGV DUH LQ WKH OLVW.
- 2UJDQL]DWLRQV FDQ FKHFN WR VHH LI UHFRUGV LQ WKH OLVW PDWFK WKH VHJPHQWDWLRQ FULWH-
ULD.
8VHU GHILQHG GDWD
- /LVWV FDQ FRQWDLQ XVHU-GHILQHG GDWD.
- 9LUWXDOO\ DOO FXVWRPHU GDWD ZLWKLQ D OLVW LV DYDLODEOH WR WKH DJHQW DSSOLFDWLRQ.
97
&DPSDLJQ#3OXV
/LVW VRUWLQJ
- <RX FDQ VRUW D OLVW RQ DQ\ RI LWV LQIRUPDWLRQ, LQFOXGLQJ ILHOGV WKDW KDYH EHHQ DGGHG
DV SDUW RI WKH XVHU-GHILQHG GDWD.
/LVW FDOHQGDUV
- (DFK OLVW KDV LWV RZQ VFKHGXOLQJ FDOHQGDU WKDW FDQ RYHUULGH WKH FDOHQGDU DVVRFLDWHG
ZLWK LWV OLVW PDQDJHU, FDPSDLJQ, RU OLVW JURXS.
- 2UDFOH &DPSDLJQ 3OXV RSHQV DQG FORVHV WKH OLVW EDVHG RQ WKH FDOHQGDU.
5HFRUG#5HOHDVH#0DQDJHPHQW 5HFRUG#5HOHDVH#0DQDJHPHQW 5HFRUG#5HOHDVH#0DQDJHPHQW 5HFRUG#5HOHDVH#0DQDJHPHQW
5HFRUG 5HOHDVH 0DQDJHPHQW LV WKH SURFHVV RI UHOHDVLQJ UHFRUGV IURP PXOWLSOH OLVWV WKDW DUH
EHLQJ ZRUNHG VLPXOWDQHRXVO\. 7KLV KHOSV PDQDJH OLVW SHQHWUDWLRQ DQG EDODQFH. 7KH FRPSR-
QHQWV IRU UHFRUG UHOHDVH PDQDJHPHQW DUH:
4XRWD#5HOHDVH#6WUDWHJ\
7KH 4XRWD 5HOHDVH 6WUDWHJ\ VKXWV GRZQ D OLVW ZKHQ D SUH-GHILQHG OLPLW LV UHDFKHG. 7KH VWUDWHJ\
GLVEXUVHV UHFRUGV IURP D OLVW EDVHG RQ WKH TXRWD WKDW LV DVVLJQHG WR D OLVW. $ TXRWD UHSUHVHQWV WKH
PD[LPXP QXPEHU RI UHFRUGV ZLWK D FHUWDLQ RXWFRPH RU UHVXOW WKDW VKRXOG EH REWDLQHG IURP
WKDW OLVW GXULQJ D SUH-GHILQHG SHULRG RI WLPH. 4XRWD 5HOHDVH 6WUDWHJ\ LV DQ HIIHFWLYH ZD\ WR KDQ-
GOH DSSRLQWPHQW VFKHGXOLQJ RU VHPLQDU UHJLVWUDWLRQ ZKHUH RQO\ D FHUWDLQ DPRXQW RI VORWV LQ D
SDUWLFXODU OLVW DUH DOORZHG.
4XDQWXP#5HOHDVH#6WUDWHJ\
7KH 4XDQWXP 5HOHDVH 6WUDWHJ\ VXSSRUWV SURSRUWLRQDO FDOOLQJ DFURVV DOO OLVWV DVVRFLDWHG ZLWK WKH
FDPSDLJQ RU OLVW JURXS. 7KH OLVW TXDQWXP FRQWUROV WKH QXPEHU RI UHFRUGV WKDW FDQ EH VHTXHQ-
WLDOO\ GLVSHUVHG IURP D OLVW. 7KLV PHDQV WKDW ZKHQ#2UDFOH &DPSDLJQ 3OXV LV GLVWULEXWLQJ FXV-
WRPHU UHFRUGV WR DJHQWV, LW UHOHDVHV D TXDQWXP QXPEHU RI UHFRUGV IURP HDFK OLVW EHIRUH LW JRHV
RQ WR WKH QH[W OLVW LQ WKH FDPSDLJQ RU OLVW JURXS. 7KLV LV DQ HIIHFWLYH ZD\ WR EDODQFH UHFRUGV
DFURVV PXOWLSOH OLVWV ZLWKLQ D FDPSDLJQ LQ VFHQDULRV ZKHUH WKH VWUDWHJ\ LV WR HTXDOO\ EDODQFH
UHFRUGV RU ZKHQ VRPH OLVWV KDYH OHVV UHFRUGV DQG WKH FDOO FHQWHU PDQDJHU GRHV QRW ZDQW WR FRP-
SOHWH DQ\ OLVW DKHDG RI RWKHUV.
6FRULQJ#5HOHDVH#6WUDWHJ\
7KH 6FRULQJ 5HOHDVH 6WUDWHJ\ LV RQH RI &DPSDLJQ 3OXV NH\ GLIIHUHQWLDWRUV, SHUIRUPLQJ D IXQF-
WLRQ XQHTXDOOHG LQ WKH PDUNHW WRGD\. 6FRULQJ XVHV DUWLILFLDO LQWHOOLJHQFH ,$,, WR HYDOXDWH KRZ
OLVWV DUH SHUIRUPLQJ DJDLQVW HDFK RWKHU ZLWKLQ WKH VDPH FDPSDLJQ. $QG WKH OLVW RU OLVWV WKDW RXW-
SHUIRUP RWKHUV DXWRPDWLFDOO\ SURYLGH PRUH UHFRUGV VR WKDW WKH FDPSDLJQ LV PRUH VXFFHVVIXO
RYHUDOO. )RU H[DPSOH, LI D FDPSDLJQ KDV IRXU OLVWV DQG WKH ILUVW OLVW KDV D KLJKHU FRQWDFW UDWH, WKH
6FRULQJ IHDWXUH ZLOO VWDUW IHHGLQJ PRUH UHFRUGV IURP WKH ILUVW OLVW WR EH DWWHPSWHG. ,Q WKLV ZD\,
98
&DPSDLJQ#3OXV
HPSKDVLV LV SODFHG RQ PRUH VXFFHVVIXO OLVWV ZKLOH OHVV SHUIRUPLQJ OLVWV SURYLGH OHVV RI WKH
DWWHPSWV WKHUHE\ GULYLQJ XS WKH FRQWDFW UDWH RI WKH FDPSDLJQ.
6WRS#/LVW#0DQDJHPHQW
,Q FRPSOLDQFH ZLWK WKH 7HOHSKRQH &RQVXPHU 3URWHFWLRQ $FW ,7&3$,, WKH 2UDFOH &DPSDLJQ
3OXV VWRS#OLVW PRGXOH EORFNV FHUWDLQ UHFRUGV WKDW PD\ DSSHDU LQ D 2UDFOH &DPSDLJQ 3OXV OLVW, VR
WKDW WKH\ ZLOO QRW EH GLDOHG E\ 2UDFOH 3UHGLFWLYH RU DQ\ RWKHU GLDOLQJ VWUDWHJ\. 2UDFOH &DPSDLJQ
3OXV ORRNV IRU WKH VWRS OLVW PRGXOH ZKHQ LW LV ILUVW DVNHG WR GHOLYHU D UHFRUG WR DQ DSSOLFDWLRQ RU
WR DQRWKHU VHUYLFH.
5HFRUG#5HF\FOLQJ#0DQDJHPHQW
2QH RI WKH IHDWXUHV WKDW PDNHV 2UDFOH &DPSDLJQ 3OXV VR HIIHFWLYH LV WKH UHF\FOLQJ RI FXVWRPHU
UHFRUGV. 5HF\FOLQJ PHDQV WKDW FXVWRPHUV DUH FDOOHG EDFN DW ODWHU GDWHV DQG,RU WLPHV. 5HF\FOLQJ
VWUDWHJLHV DUH EDVHG RQ: &DOO#2XWFRPH, 'DWH, 'D\, 7LPH RI &DOO, DQG 1XPEHU RI $WWHPSWV. )RU
LQVWDQFH, LI D FDOO HQGV XS ZLWK D VWDWXV RI %XV\, RQH FDQ DVVXPH LWV OLNHO\ WKDW WKH GHFLVLRQ
PDNHU LV DW KRPH. 7KLV PHDQV WKDW \RX ZLOO ZDQW WR FDOO WKH FXVWRPHU EDFN ZLWKLQ D IHZ PLQXWHV.
2UDFOH &DPSDLJQ 3OXV, REVHUYLQJ WKH UHF\FOLQJ VWUDWHJ\, FDQ DXWRPDWLFDOO\ UH-VFKHGXOH D UHFRUG
ZLWK D EXV\ RXWFRPH WR EH DWWHPSWHG LQ 10 PLQXWHV. 2Q WKH QH[W DWWHPSW, LI WKH OLQH LV VWLOO EXV\,
2UDFOH &DPSDLJQ 3OXV FDQ FDOO EDFN WKH FXVWRPHU LQ DQRWKHU 15 PLQXWHV. ,I WKHUH LV QR FRQWDFW
DIWHU WKDW 2UDFOH &DPSDLJQ 3OXV PD\ UH-VFKHGXOH WKH FXVWRPHU WR EH FDOOHG EDFN WKH QH[W GD\.
7KH FDOO FHQWHU UHF\FOLQJ VWUDWHJ\ LV GHWHUPLQHG DQG VHWXS E\ WKH V\VWHP DGPLQLVWUDWRU. 7KH
VWUDWHJ\ LV XVHG WR FUHDWH WKH 5HF\FOLQJ )LOH, ZKLFK 2UDFOH &DPSDLJQ 3OXV XVHV WR UHF\FOH FDOOV.
2Q0OLQH#0RQLWRULQJ#DQG#&RQWURO 2Q0OLQH#0RQLWRULQJ#DQG#&RQWURO 2Q0OLQH#0RQLWRULQJ#DQG#&RQWURO 2Q0OLQH#0RQLWRULQJ#DQG#&RQWURO
2Q-OLQH PRQLWRULQJ DQG FRQWURO LV SURYLGHG WKURXJK 2UDFOH &DPSDLJQ 3OXV 0DQDJHU. 8VHUV FDQ
PRQLWRU RQH FDPSDLJQ, PXOWLSOH FDPSDLJQV, RQH OLVW, RU PXOWLSOH OLVWV. 2UDFOH &DPSDLJQ 3OXV
SURYLGHV RQ-OLQH IHHGEDFN DERXW HDFK OLVW, VR WKDW XVHUV FDQ PRQLWRU ZKDW LV KDSSHQLQJ ZLWK D
OLVW ,RU JURXS RI OLVWV, DW DQ\ WLPH.
%XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV %XVLQHVV#%HQHILWV
2UDFOH &DPSDLJQ 3OXV SULPDU\ EHQHILW LV WKDW LW SHUPLWV HIIHFWLYH FUHDWLRQ DQG PDQDJHPHQW RI
FDPSDLJQV WR DFKLHYH VSHFLILF JRDOV EDVHG RQ VHJPHQWDWLRQ. ,W VXSSRUWV YDULRXV RXWERXQG FDP-
SDLJQ VWUDWHJLHV LQFOXGLQJ VDOHV, VHUYLFH, :HOFRPH &DOOV, DQG FXVWRPHU FDUH.
99
&DPSDLJQ#3OXV
2UDFOH &DPSDLJQ 3OXV DOVR RIIHUV WKH IROORZLQJ EHQHILWV:
5HF\FOLQJ 5HF\FOLQJ 5HF\FOLQJ 5HF\FOLQJ
5HF\FOLQJ HQVXUHV RSWLPDO OLVW SHQHWUDWLRQ DQG FRQWDFW UDWHV WKURXJK DGYDQFHG VWUDWHJLHV WR
UHOHDVH UHFRUGV. 7KH UHF\FOLQJ VWUDWHJ\ FDQ EH PRGLILHG XVLQJ WKH XVHU-IULHQGO\ LQWHUIDFH SUR-
YLGHG LQ WKH ,QWHJUDWHG 0DQDJHU. $V GLVFXVVHG LQ HDUOLHU VHFWLRQV, WKH ,QWHJUDWHG 0DQDJHU IXQF-
WLRQV DV D FHQWUDO FRQWURO SRLQW IRU DOO VHUYLFH PDQDJHU DSSOLFDWLRQV. (DFK OLVW PDQDJHU FDQ KDYH
LWV RZQ UHF\FOLQJ VWUDWHJ\ RU VKDUH D UHF\FOLQJ VWUDWHJ\. 7KLV DOORZV IRU PD[LPXP IOH[LELOLW\ LQ
OLVW PDQDJHPHQW. 7KH UHF\FOLQJ VWUDWHJ\ LV XQLILHG: LW LV VKDUHG E\ 2UDFOH 3UHGLFWLYH DQG &DP-
SDLJQ 3OXV. %HFDXVH LW LV VKDUHG, LW FDQ EH PDQDJHG IURP D FHQWUDO ORFDWLRQ RQ WKH QHWZRUN.
5HDO07LPH#/LVW#0DQDJHPHQW#$FWLYLWLHV 5HDO07LPH#/LVW#0DQDJHPHQW#$FWLYLWLHV 5HDO07LPH#/LVW#0DQDJHPHQW#$FWLYLWLHV 5HDO07LPH#/LVW#0DQDJHPHQW#$FWLYLWLHV
2UDFOH &DPSDLJQ 3OXV DOORZV WKH &DOO &HQWHU 0DQDJHU WKH FDSDELOLW\ WR PDQDJH DQG PRQLWRU
RXWERXQG FDOO OLVWV. 7KH PRQLWRULQJ WRRO, ZKLFK LV D SDUW RI WKH &DPSDLJQ 3OXV 0DQDJHU DSSOLFD-
WLRQ, DOORZV \RX WR YHULI\ OLVW SHUIRUPDQFH, DV LW LV KDSSHQLQJ. &DPSDLJQ 3OXVV VRSKLVWLFDWHG
UHFRUG UHOHDVH PDQDJHPHQW DOORZV IRU PD[LPXP OLVW SHQHWUDWLRQ DQG EDODQFHG UHFRUG GLVWULEX-
WLRQ IRU DWWHPSWV. )OH[LEOH VHJPHQWDWLRQ DOORZV IRU OLVW ORDGLQJ WR FRPH GLUHFWO\ IURP WKH
27%78 GDWDEDVH. $OO WKLV DORQJ ZLWK DXWRPDWHG GDLO\ PDLQWHQDQFH SURFHGXUHV SURYLGH WKH &DOO
&HQWHU 0DQDJHU ZLWK WKH PDQDJHPHQW WRROV UHTXLUHG WR PDNH UHDO-WLPH GHFLVLRQV DIIHFWLQJ FDP-
SDLJQV.
5HDO07LPH#*UDSKLFDO#5HSRUWV 5HDO07LPH#*UDSKLFDO#5HSRUWV 5HDO07LPH#*UDSKLFDO#5HSRUWV 5HDO07LPH#*UDSKLFDO#5HSRUWV
2UDFOH &DPSDLJQ 3OXV FRQWDLQV UHDO-WLPH JUDSKLFDO UHSRUWV VKRZLQJ WUHQGV DQG VWDWLVWLFV IRU
OLVWV DQG FDPSDLJQV. 7KHVH FDQ EH YLHZHG IURP WKH PDQDJHU DSSOLFDWLRQ ZLWKLQ WKH ,QWHJUDWHG
0DQDJHU ZRUNVWDWLRQ. 7KH 3UHGLFWHG /LVW H[KDXVWLRQ ZDUQV FDOO FHQWHU PDQDJHUV ZKHQ OLVWV DUH
QHDULQJ FRPSOHWLRQ, VR WKH\ FDQ SUHSDUH DGGLWLRQDO OLVWV IRU RXWERXQG GLDOLQJ.
6WRS#/LVW#&DSDELOLWLHV 6WRS#/LVW#&DSDELOLWLHV 6WRS#/LVW#&DSDELOLWLHV 6WRS#/LVW#&DSDELOLWLHV
2UDFOH &DPSDLJQ 3OXV SURYLGHV UHDO-WLPH PRQLWRULQJ RI FXVWRPHU UHFRUGV WR EH UHVWULFWHG IURP
FRQWDFW. 7KLV LV LQ FRPSOLDQFH ZLWK WKH 7HOHSKRQH &XVWRPHU 3URWHFWLRQ $FW ,7&3$, OHJLVODWLRQ,
WKDW UHTXLUHV FDOO FHQWHUV WR WUDFN FDOOHUV ZKR UHTXHVW QR PRUH FDOOV DQG SUHYHQW WKHP IURP
EHLQJ DWWHPSWHG RQ FXUUHQW RU IXWXUH OLVWV.
100
&DPSDLJQ#3OXV
,QWHJUDWLRQ ,QWHJUDWLRQ ,QWHJUDWLRQ ,QWHJUDWLRQ
$V RI UHOHDVH 3L/ 2UDFOH &DPSDLJQ 3OXV ZLOO EH LQWHJUDWHG ZLWK 2UDFOH 0DUNHWLQJ 0DQDJHU DQG
VXSSRUW IRU 2UDFOH &DPSDLJQ 3OXV ZLOO DOVR EH LPSOHPHQWHG LQ 270. +RZHYHU, DV RQO\ WKH YHU-
WLFDO DSSOLFDWLRQV 2UDFOH 7HOH%XVLQHVV IRU 7HOHFRP,8WLOLWLHV ,27%78, DQG 2UDFOH 7HOH%XVLQHVV
IRU )LQDQFLDO 6HUYLFHV ,27%)6, XWLOL]H &DPSDLJQ 3OXV DQG 3UHGLFWLYH LQ 3L, 270 ZLOO QRW EH
XWLOL]HG WR PDQDJH WKH RXWERXQG FDOOLQJ.
101
&DPSDLJQ#3OXV
$SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV $SSOLFDWLRQ#5HOHDVH#'LIIHUHQFHV
WHFKQRORJ\ GLG QRW FKDQJHG IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH.
613# 613# 613# 613##6 66 6L
:LWK WKH UHOHDVH RI WKH 3L/ 2UDFOHV &DOO &HQWHU SURGXFW IDPLO\ LQWHJUDWHV WKH SURGXFW PDQ-
DJHU DSSOLFDWLRQ WR UHVLGH LQ D FHQWUDO ORFDWLRQ. 3UHYLRXV YHUVLRQV UHTXLUHG WKH PDQDJHU
DSSOLFDWLRQV WR UHVLGH RQ PXOWLSOH GHVNWRSV, ZKLFK FDXVHG FRQIXVLRQ. 1RZ, DOO PDQDJHU
DSSOLFDWLRQV IRU VHUYLFHV ZLOO EH PDQDJHG IURP WKH ,QWHJUDWHG 0DQDJHU ZRUNVWDWLRQ. 2UDFOH
&DPSDLJQ 3OXV LV RQH RI WKH VXSSRUWHG DSSOLFDWLRQV.
7KH RQO\ FDOO FHQWHU DJHQW DSSOLFDWLRQV HQDEOHG IRU RXWERXQG SUHGLFWLYH GLDOLQJ LQ 3L DUH WKH
YHUWLFDO DSSOLFDWLRQV, 27%78 DQG 27%)6.
7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\ 7KH#7HFKQRORJ\
7HFKQLFDO#3ODWIRUP# 7HFKQLFDO#3ODWIRUP# 7HFKQLFDO#3ODWIRUP# 7HFKQLFDO#3ODWIRUP#
+DUGZDUH#5HTXLUHPHQWV#IRU#,QVWDOODWLRQ#RI#6RIWZDUH
2UDFOH &DPSDLJQ 3OXV 3L VKRXOG EH LQVWDOOHG RQ D QHWZRUN-FRQQHFWHG, 17 VHUYHU-FODVV
PDFKLQH.
,QWHJUDWHG 0DQDJHU FDQ EH LQVWDOOHG RQ QHWZRUN-FRQQHFWHG 17 ZRUNVWDWLRQ.
6XJJHVWHG#+DUGZDUH#5HTXLUHPHQWV
3HQWLXP 200 0+] &RPSXWHU
0LFURVRIW :LQGRZV 17 4.0 ,6HUYLFH 3DFN 3, 2SHUDWLQJ 6\VWHP ZLWK 0LFURVRIW ,QWHUQHW
([SORUHU 4.0 ,ZRUNVWDWLRQ RQO\,
200 0% IUHH VSDFH +DUG 'ULYH
&'-520 GULYH, RU WKH DELOLW\ WR DFFHVV D &'-520 GULYH RYHU WKH QHWZRUN
16 FRORU GLVSOD\ 0RQLWRU
128 0% 5$0
0RXVH RU RWKHU SRLQWLQJ GHYLFH
102
&DPSDLJQ#3OXV
'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ 'LIIHUHQFHV#LQ#8QGHUO\LQJ#6WUXFWXUHV#DQG#3URFHVVLQJ
WHFKQRORJ\ GLG QRW FKDQJHG IURP WKH ODWHVW 9HUVDWLOLW\ UHOHDVH.
613##6L
:LWK WKH UHOHDVH RI 3L, VXSSRUW IRU 2UDFOH &DPSDLJQ 3OXV#ZDV LQWHJUDWHG LQWR WKH 2UDFOH 7HOH-
SKRQ\ 0DQDJHU DSSOLFDWLRQ. 7KLV LV DFFRPSOLVKHG E\ WKH XVH RI DQ 2UDFOH &DPSDLJQ 3OXV,3UH-
GLFWLYH SUR[\ VHUYHU WKDW PXVW EH LQVWDOOHG ZKHQ LPSOHPHQWLQJ 2UDFOH &DPSDLJQ 3OXV LQ DQ
HQYLURQPHQW XVLQJ 270. 7KLV VHUYHU DOORZV WKH FRPPXQLFDWLRQ EHWZHHQ 2UDFOH &DPSDLJQ
3OXV DQG 2UDFOH 7HOHSKRQ\ 0DQDJHU.
,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ ,PSOHPHQWDWLRQ
,QVWDOODWLRQ ,QVWDOODWLRQ ,QVWDOODWLRQ ,QVWDOODWLRQ
(QVXUH \RX KDYH WKH FRPSOHWHG WKH ,QVWDOODWLRQ :RUNVKHHW IRXQG LQ WKH 2UDFOH &DPSDLJQ 3OXV
,QVWDOODWLRQ *XLGH. 7KH ZRUNVKHHW ZLOO KDYH YDOXHV \RX ZLOO EH SURPSWHG IRU GXULQJ LQVWDOODWLRQ
DQG FRQILJXUDWLRQ RI 2UDFOH &DPSDLJQ 3OXV.
%HIRUH LQVWDOODWLRQ FDQ EH SHUIRUPHG WKH IROORZLQJ SUHUHTXLVLWHV PXVW EH REVHUYHG:
1HWZRUN
1HWZRUN FRQQHFWLYLW\ ZLWK RWKHU QHFHVVDU\ FRPSRQHQWV ,VXFK DV WKH GDWDEDVH DQG WKH RWKHU
2UDFOH SURGXFW VHUYHUV, PXVW EH FRQILUPHG.
1HWZRUN ORJLQ ,' ZLWK SURSHU SULYLOHJHV. ,QVWDOODWLRQ DQG PDLQWHQDQFH RI 2UDFOH &DPSDLJQ
3OXV#ZLOO UHTXLUH WKH VHWXS RI :LQGRZV 17 XVHU DFFRXQWV. 7KHVH DFFRXQWV ZLOO QHHG DGPLQ-
LVWUDWRU-OHYHO XVHU ULJKWV WR HDFK VHUYHU UXQQLQJ DQ 2UDFOH &DPSDLJQ 3OXV#DSSOLFDWLRQ H[WHQ-
VLRQ RU D WKLUG SDUW\ SURGXFW IRU 2UDFOH &DPSDLJQ 3OXV#WKDW 2UDFOH LV UHVSRQVLEOH IRU
LQVWDOOLQJ RU FRQILJXULQJ. 7KH FUHDWLRQ RI XVHU DFFRXQWV IRU DGPLQLVWUDWLRQ RI 2UDFOH 7HOH-
%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV RU 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV LV WKH
UHVSRQVLELOLW\ RI WKH FXVWRPHU. $ XVHU DFFRXQW EHORQJLQJ WR WKH EXLOW-LQ $GPLQLVWUDWRU
JURXS DQG KDYLQJ WKH ULJKW WR ORJ RQ DV D VHUYLFH VKRXOG EH VXIILFLHQW. 2UDFOH &DPSDLJQ
3OXV#XVHU DFFRXQWV DUH XVXDOO\ ORFDO WR DQ 2UDFOH &DPSDLJQ 3OXV#VHUYHU. ,I WKLV LV WKH FDVH, D
XVHU DFFRXQW ZLOO KDYH WR EH FUHDWHG IRU HDFK 2UDFOH &DPSDLJQ 3OXV#VHUYHU. :KHQ SHUIRUP-
LQJ PDLQWHQDQFH RQ 2UDFOH &DPSDLJQ 3OXV#VHUYHUV, \RX VKRXOG DOZD\V XVH WKH 2UDFOH &DP-
SDLJQ 3OXV#XVHU DFFRXQW VHW DVLGH IRU WKDW SXUSRVH.
103
&DPSDLJQ#3OXV
&OLHQW26HUYHU#&RPPXQLFDWLRQV
2UDFOH &DPSDLJQ 3OXV UHTXLUHV *UDGLHQW 3&-'&( 2.2 ZLWK +RW )L[ 1 DSSOLHG. 2UDFOH &DP-
SDLJQ 3OXV VRIWZDUH FRPPXQLFDWHV ZLWK 2UDFOH 7HOH%XVLQHVV YHUWLFDO DSSOLFDWLRQV ,2UDFOH
7HOH%XVLQHVV IRU 7HOHFRP DQG 8WLOLWLHV RU 2UDFOH 7HOH%XVLQHVV IRU )LQDQFLDO 6HUYLFHV, RYHU
D ORFDO DUHD QHWZRUN ,/$1,. 2UDFOH &DPSDLJQ 3OXV LV EDVHG RQ FOLHQW,VHUYHU DUFKLWHFWXUH, LQ
ZKLFK VRPH SURFHVVHV DUH GLVWULEXWHG DPRQJ WZR RU PRUH FRPSXWHUV. 7R IDFLOLWDWH FRPPX-
QLFDWLRQ EHWZHHQ PDFKLQHV, WKH VRIWZDUH RSHUDWHV ZLWKLQ D 'LVWULEXWHG &RPSXWLQJ (QYL-
URQPHQW ,'&(,. :LWKLQ WKH '&(, WKH '&( FHOO NHHSV WUDFN RI '&( FOLHQWV. :KHQ D '&(
FOLHQW ERRWV, LW UHSRUWV LWVHOI WR WKH '&( FHOO. :LWKLQ WKH FOLHQW,VHUYHU DUFKLWHFWXUH, ZKHQ D
FOLHQW QHHGV WKH VHUYLFHV RI D VHUYHU, WKH '&( FOLHQW LQIRUPV WKH '&( FHOO DQG WKH FHOO FRQ-
QHFWV WKH FOLHQW WR WKH VHUYHU. 7KH '&( FHOO PXVW EH ORFDWHG RQ D :LQGRZV 17 VHUYHU. ,W
PD\ UHVLGH RQ WKH VDPH PDFKLQH DV DQRWKHU VHUYLFH ZLWK VXIILFLHQW UHVRXUFHV. 2UDFOH '&(
FRQILJXUDWLRQ VFULSWV LQVWDOO WKH '&( GLUHFWRULHV UHTXLUHG E\ WKH 2UDFOH &DPSDLJQ 3OXV VHU-
YLFHV.
'DWDEDVHV
7KH 2UDFOH 7HOH%XVLQHVV V\VWHP GDWDEDVH DQG 2UDFOH 7HOH%XVLQHVV SURGXFWLRQ ,FDPSDLJQ,
GDWDEDVH PXVW EH LQVWDOOHG DQG FRQILJXUHG SULRU WR LQVWDOODWLRQ RI 2UDFOH &DPSDLJQ 3OXV.
<RX ZLOO EH UHTXLUHG WR HQWHU GDWDEDVH LQIRUPDWLRQ GXULQJ LQVWDOODWLRQ DQG FRQILJXUDWLRQ RI
2UDFOH &DPSDLJQ 3OXV.
2SHQ#'DWDEDVH#&RQQHFWLYLW\#+2'%&,
2'%& GULYHUV DUH UHTXLUHG RQ HDFK ZRUNVWDWLRQ UXQQLQJ 2UDFOH &DPSDLJQ 3OXV
'DWDEDVH 5HPRWH &RPPXQLFDWLRQV ZLWK WKH 'DWDEDVH 6HUYHU
2UDFOH .3 64/1HW 2.3
2UDFOH 8 8.0.4 1HW 8
06 64/ 6HUYHU 6.5 06 2'%& 'ULYHU IRU 64/ 6HUYHU
7KH IROORZLQJ 2'%& GULYHUV DUH VXSSRUWHG:
- 2UDFOH 0LFURVRIW 2'%& IRU 2UDFOH 2.53
- 06 64/ 6HUYHU 06 2'%& 'ULYHU 2.65.02405 IRU 64/ 6HUYHU
6HUYLFHV26RIWZDUH
2UDFOH &OLHQW IRU :LQGRZV 17 VKRXOG EH LQVWDOOHG. 7KLV LV D VWDQGDUG VHWXS.H[H W\SH LQVWDOO.
64/ 1HW PXVW EH LQVWDOOHG DQG FRQILJXUHG.
- ,QVWDOODWLRQ LV D VLPSOH SURFHVV
104
&DPSDLJQ#3OXV
- 7R FRQILJXUH \RX ZLOO QHHG WR REWDLQ WKH GDWDEDVH FRQQHFWLRQ LQIRUPDWLRQ L.H. WKH
GDWDEDVH 6,' DQG SRUW IURP WKH 'DWDEDVH $GPLQLVWUDWRU LQ FKDUJH RI WKH LQVWDQFH
EHLQJ XVHG IRU &DPSDLJQ 3OXV.
,QVWDOO 2UDFOH &DPSDLJQ 3OXV. 7KH DFWXDO LQVWDOODWLRQ RI WKH VRIWZDUH FRPSRQHQW LV D VLPSOH
SURFHVV. ,0DNH VXUH \RX KDYH FRPSOHWHG WKH ,QVWDOODWLRQ ZRUNVKHHW IRXQG LQ WKH ,QVWDOOD-
WLRQ *XLGH.,
,QVWDOO ,QWHJUDWHG 0DQDJHU SLHFH. ([DFW ,QVWDOODWLRQ VWHSV FDQ EH IRXQG EHJLQQLQJ RQ SDJH
4-11 RI WKH 2UDFOH &DPSDLJQ 3OXV ,QVWDOODWLRQ *XLGH.
6HWXS 6HWXS 6HWXS 6HWXS
%XLOG FDPSDLJQV LQ 27%78 RU 27%)6 $GPLQLVWUDWRU.
(VWDEOLVK &DOHQGDU )LOHV WR EH XVHG.
(VWDEOLVK 5HF\FOH )LOH,V WR EH XVHG.
%XLOG /LVW 0DQDJHU LQ &DPSDLJQ 3OXV.
$VVRFLDWH /LVW 0DQDJHU WR &DPSDLJQ.
%XLOG /LVWV ZLWKLQ /LVW 0DQDJHU.
(VWDEOLVK /LVW /RDG &ULWHULD.
/RDG /LVWV.
8SJUDGHV 8SJUDGHV 8SJUDGHV 8SJUDGHV
8SJUDGHV ZLOO EH GHSHQGHQW RQ KRZ IXWXUH FKDQJHV DUH LPSOHPHQWHG. 8SJUDGLQJ RI ROGHU YHU-
VLRQV RI VRIWZDUH PXVW EH GHWHUPLQHG RQ DQ LQGLYLGXDO EDVLV GXH WR WKH YDULHW\ RI FXVWRPHU
LPSOHPHQWDWLRQV DQG WKHLU HQYLURQPHQWV.
*OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV *OREDO#&RQVLGHUDWLRQV
1R JOREDOL]DWLRQ UHTXLUHPHQWV KDYH EHHQ LGHQWLILHG IRU WKLV SURGXFW.
7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV 7UDQVODWLRQ#3ODQV
1R WUDQVODWLRQ UHTXLUHPHQWV KDYH EHHQ LGHQWLILHG IRU WKLV SURGXFW. ,QWHUQDWLRQDOL]DWLRQ YLD 1/6
DQG 8QLFRGH LV QRW SODQQHG XQWLO IXWXUH UHOHDVHV.
105
&DPSDLJQ#3OXV
5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ 5HVRXUFHV#IRU#,QIRUPDWLRQ
8VHU#*XLGHV 8VHU#*XLGHV 8VHU#*XLGHV 8VHU#*XLGHV
2UDFOH &DPSDLJQ 3OXV 8VHUV *XLGH UHOHDVH 3L
,PSOHPHQWDWLRQ#*XLGHV ,PSOHPHQWDWLRQ#*XLGHV ,PSOHPHQWDWLRQ#*XLGHV ,PSOHPHQWDWLRQ#*XLGHV
2UDFOH &DPSDLJQ 3OXV ,QVWDOODWLRQ *XLGH UHOHDVH 3L ORFDWHG DW:
KWWS:,,RIRGRF.XV.RUDFOH.FRP,7HOHSKRQ\,LQGH[.KWPO
:HE#6LWHV :HE#6LWHV :HE#6LWHV :HE#6LWHV
)RU LQVWDOODWLRQ DQG XVHU JXLGHV IRU 3L:
KWWS:,,IURQWRIILFH.XV.RUDFOH.FRP,RIRGRF,LQGH[.KWPO#
)RU SRVLWLRQLQJ DQG JHQHUDO SURGXFW LQIRUPDWLRQ:
KWWS:,,SURGXFWV.XV.RUDFOH.FRP 6HOHFW $SSOLFDWLRQV, &DOO &HQWHU
KWWS:,,YLF.XV.RUDFOH.FRP 6HOHFW 3URGXFWV, 9HUVDWLOLW\ &DOO &HQWHU
106
&DPSDLJQ#3OXV
5HYLHZ 5HYLHZ 5HYLHZ 5HYLHZ
1RZ#WKDW#\RX#KDYH#UHDG#WKH#&DPSDLJQ#3OXV#VHFWLRQ/#ZRUN#WKURXJK#WKH#IROORZLQJ#TXHVWLRQV#WR#KHOS#UHLQIRUFH#WKH#
OHDUQLQJ#SURYLGHG#LQ#WKLV#GRFXPHQW1#$W#WKH#HQG#RI#HDFK#TXHVWLRQ#LV#D#SRLQWHU#WR#WKH#VHFWLRQ#WKDW#FRQWDLQV#WKH#
DQVZHU#LI#\RX#QHHG#WR#UHI HU#EDFN#WR#WKH#GRFXPHQW1
1. :KDW LV D FDOO RXWFRPH" ,6HH VHFWLRQ 7HUPV,
2. :KDW DUH WKH OLVW PDQDJHPHQW RSWLRQV SURYLGHG E\ 2UDFOH &DPSDLJQ 3OXV" ,6HH VHFWLRQ .H\#
)HDWXUHV,
3. :KDW LV DUH WKH EHQHILWV RI UHFRUG UHOHDVH PDQDJHPHQW" ,6HH VHFWLRQ .H\#)HDWXUHV,
4. :K\ LV GDWD VHJPHQWDWLRQ DQ DGYDQWDJH" ,6HH VHFWLRQ .H\#)HDWXUHV,
5. :K\ LV WKH VWRS OLVW FDSDELOLW\ LPSRUWDQW" ,6HH VHFWLRQ .H\#)HDWXUHV,
6. 5HF\FOLQJ, DV XVHG LQ WKH RXWERXQG GLDOLQJ VWUDWHJ\, LV EHVW GHVFULEHG DV:
D. 5HTXLUHG VR WKDW XVHOHVV UHFRUGV GR QRW FORJ XS WKH 3%;.
E. $ IHDWXUH WKDW HQDEOHV FRQWDFWHG FXVWRPHUV WR EH UHSHDWHGO\ GLDOHG.
F. 7KH DELOLW\ WR UHGLDO UHFRUGV ZKHUH QR FRQWDFW ZDV SURGXFHG.
G. $Q DXWRPDWLF ZD\ WR SXUJH UHFRUGV IURP WKH V\VWHP.
,6HH VHFWLRQ .H\#)HDWXUHV,

Customer Relationship Management Call Center Self Study2 Pack-Part 1

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Customer Relationship Management Call Center Self Study2 Pack-Part 1

Uploaded by

Copyright:

Available Formats

& && &

You might also like