Task Flow Model: Creating a Sales Quote
The Contextual Inquiry method was applied to gather info about users and tasks. This is one of over 15 different models developed during this customer visit process. Details of the user's tasks were captured and modelled in two ways:

• Flow models showing the flow of objects and information between the user and their co-workers or systems.
• Narrative stories or scenarios that capture the process details.

Flow Model

Task Scenario
The Sales Account Manager receives a call from an external customer (a school) saying they want to order some equipment for classrooms. First, he fills out a paper quote form with the customer's requested equipment.

He already has R/3 running (normally running constantly). He goes to a customized quotation menu and creates a quotation using the info from the paper form. He enters materials as well as BOMs.

Next, he checks the pricing for each item/sub-item by paging through the double-line entry screen. On the header business data screen, he enters the RFQ. He saves the quotation and records the number manually on paper quote form.

He calls up a custom report to export the quotation to an Excel spreadsheet. He saves and prints the spreadsheet, which he then FAXes to the customer. If the customer requests changes, the user would receive a phone call. If the customer accepts the quotation, the user proceeds to create a new sales order with reference to the quotation using transaction VA01.

Finally, he emails his boss who gives OK for release. Once approval is received, the user releases the order.