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# RE Onboarding & Offboarding System
# Requirements
```
System Requirements Specifications
```
## 16 - Oct- 2025
## Version 1. 4
## Contents
- Change Log
- 1.1 Change Log – Version 2.0
- 1.2 Change Log – Dealer Self-Service Enablement
- 1 System Overview & Problem Statement
- 2 Intended Audience
- 2.1 Business & Functional Users
- 2.2 External & Integrated Stakeholders
- 3 Definitions and Acronyms
- 4 HiFi Wireframes & Flow of Application
- 4.1 Dealer onboarding - Process Flow Overview
- 4.2 Dealer Resignation – Process Flow Overview
- 4.3 Dealer Termination – Process Flow Overview
- 4.4 Dealer Full & Final (F&F) Settlement – Process Flow
- 4.5 Finance Team – Process Flow
- 5 System Features & Requirements
- 6 Dealer onboarding
- 6.1 Dealership Application Form
- 6.2 SSO Login
- 6.3 Dashboard
- 6.4 Opportunity & Non Opportunity
- 6.5 Questionnaire Response
- 6.6 Shortlisting Process
- 6.7 Shortlisted Applicants
- 6.8 Application Detail View
- 6.9 Interview Scheduling & Coordination
- 6.10 Interview Evaluation & Feedback Management
- 6.11 Interview Feedback & Evaluation Summary
- 6.12 Application Approval & Rejection Workflow
- 6.13 Work Notes & Internal Communication Trail
- 6.14 System Notifications & Alerts
- 6.15 FDD (Financial Due Diligence) & Finance Module
- 6.16 LOI Approval & Issuance
- 6.17 Dealer Code Generation, Architectural Work & Statutory Documentation............
- 6.18 LOA Issuance, Essential Operating Requirements & Inauguration
- 6.19 Essential Operating Requirements (EOR) Checklist
- 6.20 Progress Tracker.......................................................................................................
- 6.21 Central Document Repository
- 6.22 Audit Trail & Activity Log..........................................................................................
- 7 Dealer Resignation
- 7.1 Dealer Resignation Request (Initiation)
- 7.2 Resignation Management Dashboard
- 7.3 Resignation Details & Review
- 7.4 Resignation Request Review & Action Management
- 7.5 Resignation Progress Tracker
- 7.6 Documents & Audit Trail
- 8 Termination
- 8.1 Create Termination Request
- 8.2 Termination Ticket overview
- 8.3 Termination Approval & Review Process
- 8.4 Termination Progress Timeline
- 9 Admin Section
- 9.1 Master Configuration – Organization
- 9.2 Zone, Region & Area Configuration
- 9.3 Roles & permissions
- 9.4 SLA Configuration & Escalation Management
- 9.5 Email & Letter Templates Management
- 9.6 Opportunity Management (Geography & Window Setup)
- 10 F&F Case
- 10.1 F&F Settlement Progress Timeline
- 10.2 Department Responses
- 11 Finance Dashboard
- 11.1 Finance Dashboard Page
- 11.2 F&F Settlement Module
- 12 Dealer Persona
- 12.1 Dealer Resignation
- 12.2 Dealer Constitutional Change Management
- 13 Non-Functional Requirements
- 14 Technology Matrix
- 15 Infra requirements & System Hygiene
- 16 Not in scope
## Change Log
### 1.1 Change Log – Version 2.0
**Module:** Dealer Onboarding & Offboarding System
**Change Type:** Clarifications, Role Alignment & Access Control Enhancements
**Scope Enhancement :** Dealer Role and Access control
**Change demarcation** : Highlighted in Yellow
**Changes suggested by** : Ashok & Tariq
**Changed performed by** : Rohit Mandiwal
**Changes done on** : 31 - Dec- 2025
**1.1.1 Notification Channel Enhancement**
- Added **WhatsApp as a supported notification channel** for reminders and workflow
communications (e.g., questionnaire completion and status updates), while restricting
sensitive document sharing to email only.
**1.1.2 LOI Governance & Communication Clarifications**
- Clarified that the **Finance team is not the decision-making authority** for LOI issuance
and is responsible only for financial validation.
- Confirmed that **LOI documents are shared exclusively via official email** and not through
WhatsApp.
- Clarified that **LOA issuance is a parallel statutory activity** and is **not dependent on**
**infrastructure readiness**.
**1.1.3 Dealer Code Creation Control**
- Clarified that **Dealer Codes (SAP Master) are created only upon explicit trigger by the**
**DD Admin** , and not through automatic system generation.
**1.1.4 LOA & EOR Sequencing Correction**
- Corrected the workflow sequence to ensure that **LOA is issued prior to initiating the**
**EOR checklist** , with EOR serving as the final readiness validation before go-live.
**1.1.5 Dealer Resignation Access & Workflow Enhancements**
- Enabled **dealer portal access** for initiating resignation requests and uploading required
information.
- Clarified that the **Legal team issues the Resignation Acceptance Letter** in all cases.
- Expanded review authority to allow **ZBH, DD Lead, DD Head, and NBH** to **Send Back or**
**Revoke resignation requests** , with communication routed through **Work Notes**.
- Confirmed that **Full & Final (F&F) settlement is triggered strictly on the Last Working**
**Day (LWD)** and not based on approval date.
**1.1.6 Termination Workflow Governance Updates**
- Clarified that **CEO is the final approving authority** for dealer termination cases.
- Included **CCO and CEO** as approval authorities with **Approve / Hold / Reject** options.
- Confirmed that the **Legal team issues termination letters only after CEO approval**.
- Removed **dealer portal access** from termination workflows.
- Extended **Send Back / Revoke** authority to **ZBH and DD Lead** for termination reviews.
- Aligned **F&F trigger for termination** to occur strictly on the **Last Working Day (LWD)**.
**1.1.7 Role & Persona Alignment**
- Added **NBH** to the personas section.
- Added **RBM** to applicable review and approval tables.
- Clarified that **DD ASM is responsible for interview scheduling and coordination** , with
no Admin involvement.
**1.1.8 Access Control & Visibility Refinements**
- Defined **view-only access** for DD ASM, DD ZM, and RBM at relevant workflow stages.
- Granted **approval visibility** to DD Lead where applicable.
- Enabled **DD ASM and DD ZM** to upload site readiness and LOA-related documents,
with **DD Lead, RBM, and ZBH** having view access.
- Limited applicant and dealer portal access to **stage-specific and context-specific**
**scenarios only**.
- Confirmed that **dealer portal access is revoked after resignation or termination**.
**1.1.9 Terminology & Documentation Corrections**
- Clarified **KT Matrix as Kepner Tregoe Matrix** for consistency and correctness.
**1.1.10 Super Admin Role Introduction**
- Introduced a **Super Admin (Master Role)** with end-to-end access and workflow control
across modules.
- Defined segregation of duties by splitting Super Admin into **two DD Admin roles** with
clearly scoped responsibilities.
### 1.2 Change Log – Dealer Self-Service Enablement
**Version:** v2.
**Section Impacted:** Section 12 – Dealer Portal (12.1 onwards)
**Module:** Dealer Onboarding & Offboarding System
**Change Type:** Dealer Feature Enablement (Section 12 onwards)
**Scope Enhancement :** Dealer Role and Access control
**Change demarcation** : Highlighted in Yellow
**Changes suggested by** : Ashok & Tariq
**Changed performed by** : Rohit Mandiwal
**Changes done on** : 5 - Jan- 2026
**1.2.1 Introduction of Dealer Portal**
- Introduced a **Dealer Portal capability** enabling onboarded dealers to initiate and track
post-onboarding lifecycle requests through the portal.
- Dealer actions are governed by **role-based access controls** , approval hierarchies, and
audit mechanisms.
**1.2.2 Dealer Resignation Enablement**
- Enabled **dealer-initiated resignation requests** at outlet level via the portal.
- Added structured resignation submission with:
o Last Operational Date (Sales & Services)
o Reason for resignation
o Mandatory document readiness guidance
- Enabled **dealer withdrawal option** for resignation requests **only until the case is**
**pending with NBH**.
- Clarified that **Legal team issues the Resignation Acceptance Letter** post approvals.
- Ensured **F&F settlement is triggered based on Last Working Day (LWD)** and not
approval date.
- Restricted dealer portal access **post resignation closure**.
**1.2.3 Dealer Relocation Request Enablement**
- Enabled dealers to **initiate and track relocation requests** through a guided workflow.
- Added support for:
o Manual or map-based location entry
o Distance calculation from existing location
o Property type selection and expected relocation date
- Introduced **document-driven relocation validation** , including statutory, legal, property,
and infrastructure documents.
- Implemented **multi-level approval workflow** with Work Notes–based communication
and audit trail.
- Ensured dealer has **view and upload access only** , with approvals retained by RE
stakeholders.
**1.2.4 Dealer Constitutional Change Enablement**
- Enabled dealers to **initiate constitutional change requests** post onboarding.
- Supported all approved constitution change scenarios:
o Proprietorship, Partnership, LLP, and Private Limited permutations
- Implemented **dynamic document requirement determination** based on target
constitution.
- Explicitly confirmed **no OCR-based document validation** ; all validations are manual and
role-driven.
- Ensured statutory compliance via Legal review before master data updates.
**1.2.5 Post-Exit Access Control**
- Enforced system rule to **revoke dealer portal access** once resignation or termination is
completed.
## 1 System Overview & Problem Statement
**1.1.1 System Overview**
The **Dealer Onboarding and Offboarding System** for **Royal Enfield (RE)** is designed to **digitize,
standardize, and streamline** the complete dealer lifecycle — from **application and
evaluation** to **approval, resignation, termination, and full-and-final (F&F) settlement**.
At present, the process operates through **manual coordination** , involving **emails, spreadsheets,
and physical documentation** , which makes it difficult to maintain visibility, accountability, and
consistency across teams.
The proposed solution introduces a **centralized digital platform** that brings all stakeholders onto
a single workflow. It ensures that every stage — **onboarding, operational approvals, financial
diligence, legal validation, and final closure** — follows a **structured and traceable process**.
The system integrates seamlessly with existing RE applications such as **SSO** , **SAP** , and **Finance
modules** , providing **role-based access** , **real-time tracking** , and **secure document management**.
It also offers **automated workflows** , **configurable approval hierarchies** , and **AI-assisted decision
support** to improve efficiency and reduce turnaround time.
By moving to a digital workflow, Royal Enfield will achieve higher levels of **process
efficiency** , **data accuracy** , and **transparency** , ensuring faster decision-making and stronger
control over the dealer network lifecycle.
## 2 Intended Audience
This document is intended for all stakeholders involved in the **design, implementation, approval,
and operational use** of the **Dealer Onboarding and Offboarding System** at **Royal Enfield (RE)**.
The following user personas and roles are part of the system:
### 2.1 Business & Functional Users
**2.1.1 Dealer Development (DD) Team**
- **Super Admin (Master Role):**
The **Super Admin has unrestricted access** across all modules and workflows, with
authority to **configure, override, and influence workflow behavior** at every level.
```
The Super Admin role is segregated into two DD Admin roles , each with clearly defined
scopes to ensure segregation of duties and governance control.
```
- **DD-Admin:** System administrator responsible for user setup, role mapping, hierarchy
configuration, and workflow management.
- **DD-AM (Area Manager):** Reviews and manages applications within assigned regions;
performs preliminary screening.
- **DD-ZM (Zonal Manager):** Conducts the first level of dealer evaluation along with RBM;
prepares presentation decks for final interviews.
- **DD-Lead:** Reviews zonal evaluations, validates recommendations, and forwards
shortlisted applicants for senior-level approval.
- **DD-Head: DD Head** is engaged in the **final review and approval** of shortlisted dealer
applications before the **NBH interview** , and later **oversees final verification and LOI**
**issuance** after all evaluations are complete.
**2.1.2 Regional Sales & Business Team**
- **RBM (Regional Business Manager):** Participates in early-stage evaluations, provides
ground-level business insights, and recommends suitable candidates.
- **ZBH (Zonal Business Head):** Conducts the second-level review along with DD-Lead;
provides strategic feedback on market and location viability.
- **NBH (National Business Head):** Holds final authority for approval or rejection of dealer
onboarding; reviews consolidated feedback from all levels.
**2.1.3 Supporting Departments**
- **Finance Team:** Reviews financial due diligence reports, validates F&F (Full and Final)
settlements, and manages monetary closure during offboarding.
- **Legal Team:** Reviews agreements, issues **Letters of Intent (LOI)** or **Termination Letters** ,
and ensures all documentation aligns with company policy.
- **Brand Experience / Architecture Team:** Manages **EOR (Essential Operating**
**Requirements)** and ensures adherence to brand and infrastructure standards.
**2.1.4 Dealers**
Once a dealer is **successfully onboarded and activated in the system** , the Dealer role is enabled
with controlled, role-based access to initiate and track select lifecycle requests. This
enhancement introduces **structured self-service capabilities for dealers** , while ensuring all
actions remain governed by defined validations, internal reviews, and approval workflows as per
RE standards.
The Dealer role is enabled to perform the following activities:
- **Resignation Initiation**
```
The dealer can initiate the resignation process directly through the portal , submit the
reason for exit, and track the status of the request across the defined review, clearance,
and closure stages.
```
- **Relocation Request Submission**
```
The dealer can submit a relocation request in scenarios where there is an intent to shift
the dealership from the current location to a new proposed location. The request is
routed for internal feasibility assessment, validation, and management approval before
execution.
```
- **Change in Constitution Request**
```
The dealer can initiate a Change in Constitution request to seek approval from RE
management for ownership or structural changes within the dealership. Upon approval,
the dealer may proceed with the legally compliant transition.
```
```
Supported Change in Constitution scenarios include:
```
```
o Proprietorship (Single Owner) → Partnership
o Proprietorship → LLP (Limited Liability Partnership)
o Proprietorship → Private Limited
o Partnership → LLP
o Partnership → Private Limited
o Private Limited → LLP
o Private Limited → Partnership
```
All dealer-initiated requests are subject to **defined validations, mandatory document
submissions, role-based reviews, and approvals**. The dealer’s access is **restricted to initiation,
document upload, and status visibility** , with **final decision-making authority retained by
authorized internal stakeholders of RE**
### 2.2 External & Integrated Stakeholders
**2.2.1 FDD (Financial Due Diligence Partner)**
External agency responsible for assessing the applicant’s financial health, verifying credentials,
and uploading due diligence reports into the system.
**2.2.2 Dealer / Applicant**
External user who applies for dealership, uploads required documents, participates in
interviews, and later accesses the portal for resignation or closure status.
## 3 Definitions and Acronyms
```
Acronym Full Form / Description
RE Royal Enfield
DD Dealer Development
DD-AM Dealer Development – Area Manager
DD-ZM Dealer Development – Zonal Manager
DD-Lead Dealer Development – Lead
DD-Head Dealer Development – Head
RBM Regional Business Manager
ZBH Zonal Business Head
NBH National Business Head
ASM Area Sales Manager
FDD Financial Due Diligence (External Partner/Agency)
LOI Letter of Intent
EOR Essential Operating Requirements
LOA Letter of Appointment
F&F Full and Final (Dealer Settlement)
KT Matrix Evaluation Matrix used for scoring applicants
```
## 4 HiFi Wireframes & Flow of Application
HiFi Wireframes : https://mono-human-93592950.figma.site
### 4.1 Dealer onboarding - Process Flow Overview
The **Dealer Onboarding Workflow** outlines the end-to-end sequence through which a dealership
application progresses — from initial registration to final inauguration and operational readiness.
**4.1.1 Step-by-Step Process Flow**
```
4.1.1.1 Application Initiation
```
- The **applicant (dealer prospect)** submits an online application through the Dealer
Onboarding Portal.
- The system checks the **location’s availability** in the Royal Enfield dealership network:
o If the location has **no open opportunity** , a **Non-Opportunity Email** is triggered
automatically.
o If an opportunity exists, the applicant receives an **Opportunity Email** with login
credentials and a link to the **Dealer Questionnaire**.
```
4.1.1.2 Questionnaire Completion
```
- The applicant fills out the **comprehensive questionnaire** covering business, infrastructure,
and financial readiness.
- The system auto-scores responses, generating a **Questionnaire Score** and **initial**
**ranking** for that applicant.
- Completed applications move to the **Admin review bucket**.
- The system shall trigger automated reminders to users for completing the
questionnaire. These **reminders will be sent through WhatsApp** , to ensure timely
submission. Reminder needs to be configured from Admin.
```
4.1.1.3 Admin Validation & Shortlisting
```
- **DD-Admin** reviews all submitted applications and validates details and attached
documents.
- Based on eligibility, applications are either **shortlisted** for evaluation or **archived** for
future opportunities.
- Shortlisted applications are distributed to respective **zones or regions** for further
assessment.
```
4.1.1.4 Interview Evaluation (Multi-Level Process)
```
- Admin schedules interviews in **Level 1** , **Level 2** , and **Level 3** , as applicable.
- Each interview can be **Virtual or Physical** , with calendar invites sent via Google Calendar.
- Evaluators at each level (DD-ZM, RBM, DD-Lead, ZBH, NBH, DD-Head) record their
feedback through:
o **KT Matrix Scoring** (quantitative)
o **Interview Feedback Form** (qualitative)
- The system consolidates panel feedback and generates an **AI-driven summary and**
**ranking** for decision support.
```
4.1.1.5 Financial Due Diligence (FDD) & Finance Review
```
- Upon shortlisting, the application is assigned to the **FDD Team (external agency)** for
financial validation.
- FDD users, using SSO credentials, can:
o View assigned applications in a restricted interface.
o Upload FDD reports and add remarks in the **Work Notes** section.
o Flag cases of **non-responsiveness** or incomplete data, returning them to Admin.
- The **Finance team** reviews submitted FDD reports, validates findings, and decides
whether the application proceeds to **LOI approval**. The finance team is not the decision
maker for LOI Issuance.
```
4.1.1.6 LOI (Letter of Intent) Approval & Issuance
```
- Based on Finance clearance, **DD-Head and NBH** review and approve the **LOI request**.
- The system tracks document approvals, timestamps, and supporting artefacts.
- Once approved, the LOI document is generated, uploaded, and shared **with the**
**applicant via official email communication** and not on WhatsApp
- Notification emails are triggered to all relevant stakeholders.
```
4.1.1.7 Dealer Code Generation & Setup
```
- After LOI issuance, the **DD-Admin triggers** the Dealer Code creation process. Based on
this trigger, the **Dealer Code is created in the SAP Master** and **mapped to the applicant**
within the system.
- The code links all downstream modules, including Architectural, Statutory, and EOR
checklists.
```
4.1.1.8 Architectural Work & Statutory Documentation
```
- Architectural activities are initiated (site plans, layout approvals, branding elements).
- The applicant and assigned Architecture Team upload documents, drawings, and
blueprints.
- In parallel, the applicant uploads **Statutory Documents** such as:
o GST certificate, PAN, Partnership Deed, Firm Registration, Rental/Lease
Agreement, etc.
- Each upload is timestamped and visible with file name, uploader, and document type.
```
4.1.1.9 Payment Verification & Finance Validation
```
- Applicant uploads proof of advance payment or security deposit.
- The **Finance team** verifies payment details (transaction ID, amount, and bank record).
- Status is updated to **Verified** once the payment is reconciled.
- Verified payment triggers readiness for final operational setup.
```
4.1.1.10 Essential Operating Requirements (EOR) Checklist
```
- All functional teams (Sales, Service, IT, Finance, Training, Architecture) verify their
respective readiness parameters.
- Progress is tracked through a **completion bar** until 100% EOR compliance is achieved.
- The **EOR checklist is initiated only after LOA issuance**. All functional teams verify their
respective readiness parameters, and progress is tracked until **100% EOR compliance** is
achieved.
```
4.1.1.11 LOA (Letter of Authorization) & Final Go-Live
```
- After LOI issuance and Dealer Code generation, the **Letter of Authorization (LOA) is**
**generated and approved by NBH and DD-Head**. Upon successful LOA issuance, the
```
application proceeds to the Essential Operating Requirements (EOR) checklist for final
readiness verification.
```
- Final verification includes:
```
o EOR document review
o Brand readiness assessment
o Site validation and inspection
```
- The **LOA** officially authorizes the dealership to operate under Royal Enfield.
```
4.1.1.12 Inauguration & Closure
```
- Post-authorization, the **Inauguration** event is scheduled and logged.
- Completion of inauguration marks the dealership as **Active** in the system.
```
4.1.1.13 System-Driven Governance & Audit
```
- Each stage automatically logs:
o User action, timestamp, and remarks
o Uploaded artefacts and version control
o Notifications sent and approvals received
- The entire lifecycle remains accessible under **Audit Trail** for future reference, compliance,
or offboarding workflows.
### 4.2 Dealer Resignation – Process Flow Overview
**4.2.1.1 Overview**
```
The Dealer Resignation Process manages the structured offboarding of a dealership initiated
by the dealer. The process begins when a dealer formally submits their resignation via
email to the Area Sales Manager (ASM) , after which the workflow transitions into the
system-managed approval sequence.
```
```
Dealer resignation requests are initiated by the dealer through the portal and subsequently
reviewed and processed by Admin, Finance, Legal, and relevant business stakeholders.
```
```
This flow ensures that each resignation is verified, discussed, and approved across all
required levels — maintaining proper documentation, compliance, and traceability until the
final Legal Acceptance Letter is issued.
```
**4.2.2 Step-by-Step Process Flow**
```
4.2.2.1 Dealer Initiation
```
- The dealer submits a **formal resignation email** on the dealership’s official letterhead to
the **ASM**.
- The resignation reason must be clearly stated (e.g., personal, financial, business
restructuring).
- The **dealer is provided portal access** to initiate the resignation request directly through
the system. The dealer submits resignation details, reason for exit, and proposed
timeline via the portal, after which the request enters the internal review and clearance
workflow.
```
4.2.2.2 ASM Review
```
- The **ASM** reviews the dealer’s resignation request and supporting letter.
- Uploads the **resignation email** and **dealer’s letterhead document** onto the portal.
- Adds remarks summarizing the discussion and reason for resignation.
- Forwards the request to **RBM + DD-ZM** for evaluation.
```
4.2.2.3 RBM + DD-ZM Joint Evaluation
```
- The **Regional Business Manager (RBM)** and **Dealer Development Zonal Manager (DD-**
**ZM)** review the uploaded documents.
- Conduct a joint discussion with the dealer to confirm the intent and understand any
issues.
- Uploads the **Minutes of Meeting (MOM)** or discussion summary.
- Adds comments and recommendations before forwarding to **Zonal Business Head**
**(ZBH)**.
- Actions available at this stage:
o **Approve** → Send forward for next-level review
o **Send Back for Clarification** → Returns to ASM
o **Withdraw** → Cancels the request (with remarks logged)
```
4.2.2.4 ZBH Review
```
- The **Zonal Business Head (ZBH)** reviews the resignation summary and all remarks.
- Adds their comments and recommendations.
- Forwards the request to **DD-Lead** through the system.
- Worknote is updated automatically to reflect action and timestamp.
- The resignation request is reviewed by authorized business stakeholders,
including **RBM, ZBH, and DD-Head**. During the review stage, the **ZBH is authorized to**
```
Send Back or Revoke the resignation request for clarification or correction. Send Back
actions are communicated to the dealer and internal teams through Work Notes , with
mandatory remarks captured for traceability.
```
```
4.2.2.5 DD-Lead Review
```
- The **DD-Lead** consolidates all discussions, documents, and feedback.
- Prepares a **Resignation Presentation** with recommendations and supporting data.
- Uploads the presentation to the portal.
- Forwards the case to **NBH** for final decision.
- The resignation request is reviewed by the **DD-Lead and DD-Head**. At this stage, both
roles are authorized to **Send Back or Revoke** the resignation request for clarification,
correction, or reconsideration. **Send Back actions are communicated through Work**
**Notes** , with **mandatory remarks** recorded for audit and traceability.
```
4.2.2.6 NBH Final Approval
```
- The **National Business Head (NBH)** reviews the entire resignation dossier.
- Adds final remarks with one of the following outcomes:
o **Approve** → Case moves automatically to Legal for letter issuance.
o **Send Back for Clarification** → Returns to DD-Lead or ZBH for revalidation.
o **Hold** → Temporarily pauses the process pending further discussion.
- Upon approval, the system triggers a **Worknote Notification** to DD-Lead, RBM, ZBH, and
Finance teams.
- The resignation request is reviewed by the **NBH** , who may **Approve, Send Back, or**
**Revoke** the request based on business considerations. Any **Send Back or Revoke action**
**must be accompanied by remarks recorded in Work Notes** , ensuring transparent
communication and governance.
```
4.2.2.7 Legal Acceptance Letter
```
- Once approved by **NBH** , the request is **auto-assigned to the Legal team**.
- Legal verifies the uploaded resignation and issues a **Resignation Acceptance Letter**.
- The letter is uploaded to the portal, visible to all relevant personas including **DD-**
**Admin** and **DD-AM**.
- Legal can also raise clarifications through worknotes if required.
- Upon completion of all approvals, the **Legal team issues the official Resignation**
**Acceptance Letter** and shares it with the dealer through authorized communication
channels.
```
4.2.2.8 DD-Admin Closure
```
- The **DD-Admin** downloads and shares the final **Resignation Acceptance Letter** with the
dealer.
- Marks the resignation as completed and triggers the **F&F (Full and Final) process** by
forwarding the case to the Finance team.
- The **Full & Final (F&F) settlement process is initiated only on the Last Working Day**
**(LWD) of the dealership**. The system shall **enable and trigger the F&F workflow strictly**
**based on the LWD date** , and **not based on the resignation approval date**.
### 4.3 Dealer Termination – Process Flow Overview
```
4.3.1.1 Overview
```
```
The Dealer Termination Process governs the structured offboarding of a dealership initiated
internally by Royal Enfield due to operational, contractual, or ethical concerns.
It ensures that any termination—whether due to working-capital issues, poor performance,
or unethical practices —is investigated, documented, reviewed at multiple managerial levels,
and legally validated before final execution. The process maintains full transparency and
traceability through digital records, comments, and worknotes until the Termination
Letter is issued and the Full & Final (F&F) settlement begins.
```
**4.3.2 Step-by-Step Process Flow**
```
4.3.2.1 ASM – Case Initiation
```
- The **Area Sales Manager (ASM)** regularly visits dealers and records **Minutes of Meeting**
**(MOM)** for performance or compliance concerns.
- After two consecutive unsatisfactory commitments or escalations, the ASM initiates
a **Termination Request** in the portal.
- Fills all operational details (Dealer Code, LOI, LOA, Sales Data, etc.), selects
a **Termination Category** (Working Capital, Performance, Unethical Practice), and
uploads supporting documents (MOMs, commitments, dealer letters).
- Submits the case to **RBM + DD-ZM** for review.
```
4.3.2.2 RBM + DD-ZM Review
```
- The **Regional Business Manager (RBM)** and **Dealer Development Zonal Manager (DD-**
**ZM)** jointly evaluate the case.
- Conduct a meeting with the dealer and record fresh MOMs; upload dealer
commitments on letterhead.
- Provide remarks and supporting evidence.
- Actions available:
o **Approve** → Forward to ZBH
o **Send Back for Clarification** → Returns to ASM with comments
o **Withdraw** → Terminates workflow with justification
```
4.3.2.3 ZBH Review
```
- The **Zonal Business Head (ZBH)** reviews the full chronology (ASM visits, RBM/DD-ZM
remarks, uploaded MOMs).
- Validates escalation authenticity and dealer communication record.
- Adds remarks and forwards to **DD-Lead** for deeper review.
- The termination request is reviewed by the **ZBH** , who is authorized to **Approve, Send**
**Back, or Revoke** the termination request. **Send Back actions are communicated**
**through Work Notes** , with **mandatory remarks** recorded for traceability.
```
4.3.2.4 DD-Lead Review & Legal Assignment
```
- The **DD-Lead** cross-verifies case chronology with all stakeholders (ASM, RBM, ZBH).
- Prepares a **Termination Presentation** summarizing facts, dealer history, and
recommendations.
- Assigns the case to **Legal Team** for inputs through the system (visible in worknotes).
- The termination request is reviewed by the **DD-Lead** , who is authorized to **Send Back or**
**Revoke** the termination request for clarification or reconsideration. All such actions
require **mandatory remarks captured in Work Notes**.
```
4.3.2.5 Legal Verification
```
- The **Legal Team** reviews documentation, ensures contractual breaches are well-
supported, and checks all precedents.
- May raise queries via **Worknotes** or **Send Back** the case to DD-Lead for clarification.
- Once satisfied, forwards the verified case back to **DD-Lead** for next action.
```
4.3.2.6 DD-Lead → DD-Head Review
```
- The **DD-Lead** attaches Legal’s feedback and forwards the case to **DD-Head** for strategic
review.
- **DD-Head** validates the case, evaluates impact, and presents it to **National Business**
**Head (NBH)** for final business decision.
```
4.3.2.7 NBH Evaluation
```
- The **NBH** reviews all documentation and Legal remarks.
- May choose one of three actions:
o **Go Ahead** → Approve for issuance of **Show Cause Notice (SCN)**
o **Hold Decision** → Pause temporarily for further monitoring or negotiation
o **Raise Query** → Sends back to DD-Lead for additional input
```
4.3.2.8 Show Cause Notice (SCN) Issuance
```
- Upon NBH approval, the system triggers Legal to prepare and issue the **SCN**.
- The **DD-Lead** formally shares the SCN with the dealer through **DD-Admin**.
- Dealer replies to the SCN by email or letter, which **DD-Admin uploads** to the portal.
- For termination cases, the **F&F settlement process is triggered only on the Last**
**Working Day (LWD)**. The system shall **control the F&F trigger based on the LWD date** ,
irrespective of the termination approval date.
```
4.3.2.9 Evaluation of Dealer Response
```
- The **DD-Lead** , **ZBH** , **RBM** , and **DD-Head** jointly review the dealer’s SCN response.
- Uploads internal comments, Legal feedback, and recommendation for NBH’s final
decision.
```
4.3.2.10 NBH Final Decision
```
- The **NBH** reviews the compiled case with Legal advice and decides among:
o **Approve Termination** → Moves to CEO/CCO for confirmation
o **Reconsider** → Allow additional time or corrective action
o **Reject** → Case closed without termination
```
4.3.2.11 11. CEO & CCO Authorization
```
- **CEO** and **Chief Commercial Officer (CCO)** review the NBH-approved termination.
- Provide authorization on the portal.
- Once signed off, the decision becomes final.
```
4.3.2.12 12. Legal Termination Letter
```
- The **Legal Team** generates the **Termination Letter** to the portal.
- The letter is auto-visible to **DD-Lead** , **DD-Admin** , and **Finance**.
- A system notification is triggered to all linked personas.
```
4.3.2.13 13. DD-Admin Communication & F&F Trigger
```
- The **DD-Admin** shares the official **Termination Letter** with the dealer and field team.
- Marks the case as “Terminated” in the portal.
- Forwards the case to **Finance** for **Full & Final Settlement** initiation.
- Updates the worknote with final remarks and due-date for settlement.
### 4.4 Dealer Full & Final (F&F) Settlement – Process Flow
```
4.4.1.1 Overview
```
The **Full & Final (F&F) Settlement Process** governs the financial closure of a dealership
following **Resignation** or **Termination**.
It ensures that all financial obligations between Royal Enfield and the dealer —
including **security deposits, recoveries, payables, and department-wise dues** — are
transparently reconciled, verified, and documented before closure.
**4.4.2 Step-by-Step Process Flow**
```
4.4.2.1 F&F Initiation
```
- Triggered automatically once the **Resignation Acceptance Letter** or **Termination**
**Letter** is uploaded by **Legal**.
- The **DD-Admin** or **DD-Lead** initiates the F&F case in the **Finance Dashboard** , which
creates a unique **FNF Case ID** linked to the dealer code.
- The system auto-fetches dealer details, associated documents, resignation/termination
date, and due dates.
- Notification is sent to the **Finance Team** and all functional departments to begin the
clearance process.
```
4.4.2.2 Department-wise Response Collection
```
- The system automatically prompts all mapped **functional departments (16 in total)** to
submit their clearance inputs — including NOC, payables, recoveries, and remarks.
- Each department updates:
o Financial dues (if any)
o Clearance confirmation (NOC)
o Supporting document uploads (e.g., debit note, invoice copy)
- The system dynamically updates progress (e.g., _12/16 Departments Responded_ ) with
color-coded indicators:
o 🟢 **No Dues** – Cleared
```
o 🔴 Dues Pending – Outstanding financial liability
o ⚪ Pending – Awaiting department input
```
- SLA-based reminders are auto-triggered for pending responses nearing the deadline.
```
4.4.2.3 Finance Summary Consolidation
```
- Once all departments respond, the **DD-Admin Team** consolidates inputs into the **Final**
**F&F Summary Sheet** , which consists of:
o **Payables to Dealer** (e.g., refundable deposits, reimbursements)
o **Receivables from Dealer** (e.g., outstanding invoices, recoveries)
o **Deductions** (policy penalties, non-compliance adjustments)
- At this stage, **department-claimed amounts are frozen** and become read-only for
departments.
- Finance does **not overwrite department claim values**. Instead, Finance validates each row
in a dedicated validation layer by recording:
- Finance decision (Accepted / Partially Accepted / Rejected / Under Clarification)
- Finance-validated amount
- Variance amount and mandatory variance reason (if changed)
- Supporting proof/document
- The system automatically calculates:
- Net Settlement = Total Payables – Total Receivables – Total Deductions
- Final totals are computed from **finance-validated values only**.
- Status updates to _Finance Summary Prepared_ once complete.
```
4.4.2.4 Internal Review & Clarification
```
- The **Finance Team** may use the **Work Note** section to raise clarifications to **DD-**
**Lead** , **Legal** , or concerned departments.
- If discrepancies exist (e.g., mismatched values or missing NOCs), the case remains _Under_
_Clarification_ until resolved.
- Once validated, Finance locks the summary for further edits.
```
4.4.2.5 Dealer Discussion & Acknowledgment
```
- The **Finance Team** , along with **Legal** and **DD-Lead** , discusses the settlement summary
with the dealer.
- Dealer acknowledgment is captured either via written confirmation or attached email
communication.
- The case then proceeds for **Final Finance Approval**.
```
4.4.2.6 Final Finance Approval & Payment Processing
```
- The **Finance Team** reviews the approved summary and enters payment or recovery
details:
o **Transaction Type:** RTGS / NEFT / Cheque
o **Transaction ID & Date**
o **Bank Name & Account Details** (auto-fetched from dealer profile)
o **Settlement Remarks**
- Finance takes one of three actions:
```
o Approve Settlement → Marks the case as “Finance Approved.”
o Request Clarification → Sends query to DD-Lead or Admin.
o Reject Summary → Returns for re-verification.
```
- Upon approval, notifications are sent to DD-Admin and Legal for record update.
```
4.4.2.7 F&F Completion & Closure
```
- Once approved, the case is automatically marked **Completed** , and the **Finance**
**Dashboard** updates status as _F&F Closed_.
- The **Settlement Proof** (e.g., payment confirmation or recovery adjustment) is uploaded
by Finance.
- The **DD-Admin** communicates official closure to the dealer and archives all artefacts.
- System triggers final alerts to DD-Lead, NBH, and Legal confirming completion.
- The case is archived in the **Audit Trail** for future reference.
### 4.5 Finance Team – Process Flow
```
4.5.1.1 Overview
```
The **Finance Team Process Flow** governs all financial activities related to dealer lifecycle
management — from **security deposit validation at onboarding** to **final settlement at
resignation or termination**.
It ensures complete financial traceability, proper verification of payments, and compliance with
Royal Enfield’s financial governance standards.
The process flow integrates with **Admin, Legal, Dealer Development (DD)** , and **Departmental
Modules** , ensuring accurate financial updates and timely closure of all financial transactions.
**4.5.2 Step-by-Step Process Flow**
```
4.5.2.1 Security Deposit Validation (Onboarding Stage)
```
- **Trigger:**
Initiated when a new dealer’s onboarding application reaches the Finance stage after
DD approval.
- **Action:**
The **Finance Team** verifies the **Security Deposit** payment made by the dealer
via **RTGS/NEFT** or other approved channels.
- **Outcome:**
o Verified deposits are marked as _Approved_ , triggering system notifications to DD-
Admin and DD-Lead.
```
o The verified payment data is stored permanently in the dealer’s financial profile
for audit and reference.
```
```
4.5.2.2 Financial Summary Preparation
```
- **Action:**
Once departmental inputs are received, Finance consolidates all data into the **F&F**
**Summary Sheet**.
- **System Steps:**
o Segregates entries under:
▪ **Payables to Dealer** (e.g., refundable deposits, reimbursements)
▪ **Receivables from Dealer** (e.g., outstanding payments, penalties)
▪ **Deductions** (e.g., policy recoveries, warranty holdbacks)
o The system auto-calculates:
o Net Settlement = Total Payables – Total Receivables – Deductions
o Finance validates each record, uploads supporting documents (receipts, invoices,
credit notes), and adds remarks.
- **Outcome:**
The computed **Net Settlement Amount** is reflected in the dashboard, categorized
as _Payable to Dealer_ or _Recoverable from Dealer_.
```
4.5.2.3 Internal Clarification & Approval
```
- **Action:**
Finance initiates clarification rounds with departments or DD-Lead for mismatched data.
- **System Steps:**
o Uses the **Work Notes** section for comments, tagging users like _@DD-_
_Lead_ , _@Legal_ , or _@Admin_.
o Tracks status as _Pending Clarification_ until resolved.
o After reconciliation, Finance locks the summary and updates case status
to _Ready for Approval_.
```
4.5.2.4 Final Review & Dealer Confirmation
```
- **Action:**
Finance conducts an internal review of the consolidated settlement and initiates a
financial discussion with the dealer.
- **System Steps:**
o Reviews summary details on-screen with Legal and DD-Lead.
o Records dealer’s acknowledgment via Work Note or attached email
confirmation.
o Once confirmed, proceeds to payment verification.
```
4.5.2.5 Payment Processing & Record Update
```
- **Action:**
Finance executes the financial transaction (payment to or recovery from dealer).
- **System Steps:**
o Enters **Mode of Payment** , **Transaction Reference Number** , **Date** , and **Remarks**.
o Uploads proof of payment (RTGS confirmation or bank statement).
o Marks case as _Finance Approved_ and sends completion notification to DD-Admin
and Legal.
o System automatically updates the **Progress Timeline** and **Audit Trail**.
```
4.5.2.6 F&F Completion & Closure
```
- **Action:**
Finance reviews all entries, confirms ledger reconciliations, and marks case
as **Completed**.
- **System Steps:**
o Locks financial data and supporting artefacts.
o Status changes to _Closed – F&F Completed_.
o Final confirmation sent to all stakeholders — DD-Lead, NBH, DD-Head, Legal, and
DD-Admin.
o Finance Dashboard updates counters under “Completed Cases.”
## 5 System Features & Requirements
Here, we describe the **system features** along with their respective **Width** and **Depth** to provide
complete visibility of each requirement.
The **Width** defines the **functional coverage** of a feature — outlining what the feature does,
its **boundaries, use cases, and user interactions**. It answers the question: _“What scenarios and
actions are covered by this feature?”_
The **Depth** captures the **operational and behavioral details** — describing how the feature
behaves through its **logic, workflow, system responses, and edge-case handling**. It answers the
question: _“How does the system execute and respond in these scenarios?”_
---
## 8 Termination
A **Dealer Termination** process is initiated when a dealership’s continuation is deemed
non-viable due to business, financial, or ethical reasons. The termination may arise
from three primary causes — **working capital inadequacy** , **continued underperformance** ,
or **unethical practices**. Cases involving working capital or performance issues follow a
structured review and approval process, allowing the concerned dealer to provide
clarification and supporting data before final decision. However, any instance
of **unethical practice** — including fraud, policy breach, or reputational risk to the brand
— results in **immediate termination**. All termination cases are documented within the
system, with remarks, evidence, and approval trails maintained for audit and
compliance verification.
### 8.1 Create Termination Request
**8.1.1 Functionality Scope**
The **Create Termination Request** form enables authorized users such as **DD-Lead** , **DD-Admin** ,
or **ASM** to initiate a termination case within the system. The form captures comprehensive
dealership details including operational timelines, format type, constitution, performance data,
and financial indicators. It also specifies the **Termination Category** (e.g., Working Capital,
Performance Issue, or Unethical Practice), supported by descriptive justification and relevant
documentation. The request forms the starting point of the digital termination workflow and
ensures that all necessary contextual data and artefacts are available for subsequent reviews and
escalations.
**8.1.2 Width**
- Allows creation of new termination requests by entering **Dealer Code** , operational details, and
financial data.
- Captures **Termination Category** and **Description** for clarity on grounds of termination.
- Supports upload of supporting artefacts such as MOMs, dealer commitments, or financial
statements.
- Automatically records creator and timestamp for traceability.
**8.1.3 Depth**
- Integrates directly with the **Progress Timeline** , displaying real-time status updates across levels.
- Each submission auto-generates an internal case ID linked to the dealer code for tracking.
- Supports structured escalation logic based on the **Termination Category** — standard route for
working capital/performance cases, immediate escalation for unethical practices.
- Maintains versioned records for every document uploaded at creation stage.
**8.1.4 Personas-wise Accessibility & Visibility**
```
Persona / Role Access Level Visibility & Permissions
ASM / DD-AM Area Level Can initiate termination requests, upload MOMs and
dealer commitments.
RBM + DD-ZM Regional / Zonal
Level
```
```
Can view request details and validate information before
escalation.
ZBH Zonal Head Reviews initial request data, comments on justification,
and forwards to DD-Lead.
DD-Lead / DD-
Admin
```
```
National
Coordination
```
```
Can initiate, review, and forward requests; validates
completeness and assigns to Legal if required.
Legal Review Level Can view dealer details and supporting documents for
legal evaluation.
NBH National Business
Head
```
```
Can view the entire request summary before decision
and closure approval.
```
### 8.2 Termination Ticket overview
**8.2.1 Functionality Scope**
The **Details View** provides a consolidated summary of all key information related to the dealer
under review. It includes dealership codes, operational history, financial performance, and
termination-specific parameters. This enables reviewers at every level—whether ASM, ZBH, or
Legal—to quickly assess background context and validate evidence before taking action. The
interface also displays the current workflow stage and offers in-screen options
to **Approve** , **Withdraw** , or **Send Back** the request with remarks, ensuring traceable and reason-
based decisions.
**8.2.2 Width**
- Displays complete dealer profile: code, name, location, and GST details.
- Shows operational data: inauguration date, LOA, LOI, format, constitution, and last six-month
sales.
- Captures termination-specific data: **Termination Category** , reason, and case severity (e.g.,
“High”).
- Provides workflow action buttons— **Approve** , **Withdraw** , **Send Back** —with mandatory remarks
input.
- Integration with Work Notes for contextual communication and escalation traceability.
**8.2.3 Depth**
The **Detail Tab** serves as the **central operational dashboard** for viewing all dealer, operational,
and termination-related data within a single, structured interface. It merges static dealer master
information with dynamic workflow inputs and uploaded artefacts, ensuring contextual visibility
for all stakeholders.
```
8.2.3.1 Components & Functional Behavior
```
- **Dealer Information (Owner: DD-Admin / System Integration Layer)**
Displays master data pulled from the Dealer Master table — including **Dealer Code,**
**Name, Address, GST, Domain Name, City Category, Sales Code, Service Code, and GMA**
**Code**.
o Synced automatically from RE’s **Dealer Database (Master Registry)**.
o Read-only for all personas except system admin for data correction requests.
o Enables search and cross-referencing across termination, resignation, and
onboarding records.
- **Operational Details (Owner: DD-Lead / Workflow Engine)**
Highlights the dealership’s business health indicators and structural data, including **LOA,**
**LOI, Inauguration Date, Constitution Type, Dealership Type, Format Category, Dealer**
**Score Card Band, and Last Six-Month Sales**.
o Pulled dynamically from the Sales & Performance Module.
o Reflects the most recent sales cycle, ensuring leadership sees live performance
metrics during termination decision-making.
o Editable only by DD-Lead or authorized DD-Admin prior to case lock.
- **Termination Details (Owner: DD-Lead / DD-ZM / Legal)**
Captures case-specific details such as **Termination Category, Reason Description, and**
**Attachments**.
o Termination Category includes options like _Working Capital Issues, Performance_
_Shortfall, Breach of Agreement, or Unethical Practices_.
o Documents uploaded here are visible to all reviewers across the approval chain,
maintaining transparency.
o Legal team references this section while framing the **Show Cause Notice (SCN)** or
final termination letter.
- **Workflow Actions (Owner: Workflow Engine / DD-Lead)**
Displays **Approve, Withdraw, and Send Back** controls based on role permissions.
o Triggers automated workflow transitions and real-time updates in **Progress**
**Timeline** and **Audit Trail**.
o Any action logs mandatory remarks under “Communication & Notes” with
timestamp and user identity.
o Permissions vary per role:
```
▪ ASM, RBM: Can only comment or escalate.
▪ ZBH, DD-Lead, NBH: Can approve or send back.
▪ Legal: Can finalize after NBH approval.
```
- **Document Management Section (Owner: DD-Admin / Legal)**
Repository displaying all uploaded evidence or reports associated with the termination.
o Documents listed by **name, type, uploader, and date**.
o Supports inline viewing (no download needed) for internal confidentiality.
o File retention policy aligns with RE’s compliance standards (minimum 7 years).
- **Audit Trail (Owner: Workflow Engine / System Log)**
Chronologically records every action taken within the termination case — including
user, timestamp, and nature of change.
**8.2.4 Personas-wise Accessibility & Visibility**
```
Persona / Role Access Level Visibility & Permissions
ASM / DD-AM Area Level Can initiate and upload dealer MOMs and commitment
records.
RBM + DD-ZM Regional / Zonal
Level
```
```
Review dealer details, validate termination rationale,
and escalate with remarks.
ZBH Zonal Business
Head
```
```
Approves or returns the case with comments; can
forward to DD-Lead.
DD-Lead / DD-
Admin
```
```
National
Coordination
```
```
Validate details, review documents, assign to Legal, or
push for F&F after NBH approval.
Legal Legal Level Review dealer information, validate grounds, and issue
termination letter.
NBH National Head Provides final decision and authorization before case
closure.
```
### 8.3 Termination Approval & Review Process
**8.3.1 Functionality Scope**
The **Termination Approval module** enables Royal Enfield’s internal stakeholders to manage
dealership termination cases in a structured, transparent, and traceable workflow. It ensures that
every dealership performance concern — whether due to **working capital shortfall** , **sustained
underperformance** , or **unethical practices** — is systematically reviewed, documented, and acted
upon through the defined escalation hierarchy.
This module supports structured documentation of **dealer meetings** , **uploaded
artefacts** , **reviewer remarks** , and **legal correspondence** , ensuring no manual communication
dependency.
All approvals, send-backs, or withdrawals are centrally logged, supported by **Work Notes** ,
ensuring collaborative clarity and institutional memory across teams.
The **CEO is the final approving authority** for dealer termination cases. The **Legal team prepares
and issues the termination letter only after CEO approval** , and **not upon NBH approval**.
**CCO and CEO** are included as approval authorities with **Approve, Hold, and Reject options**.
The **dealer does not have portal access** for termination workflows.
**8.3.2 Width**
The process spans across the complete DD and Legal hierarchy, ensuring clear role-based
accountability:
- **ASM:** Conducts monthly visits, logs Meeting of Minutes (MOM), uploads dealer
commitment letter and personal observations. Logging MOM is not the part of this system
but when he feel to trigger Termination, he will log as description & associate documents
while initiating the flow.
- **RBM + DD-ZM:** Escalate after repeated concerns, conduct joint meetings, and document
dealer responses on portal.
- **ZBH:** Reviews zonal-level non-compliance, escalates unresolved cases to DD-Lead and
NBH.
- **DD-Lead:** Reviews consolidated reports, validates escalation records, prepares case
presentation, and assigns to Legal.
- **Legal:** Reviews chronology, evaluates policy or contractual breaches, issues SCN, and
prepares final Termination Letter.
- **DD-Head:** Reviews with DD-Lead and Legal; presents case to NBH for decision.
- **NBH:** Provides final decision – approve, query, or hold.
- **DD-Admin:** Uploads dealer’s SCN response and handles F&F coordination post Legal
issuance.
**8.3.3 Depth**
- **Structured Case Creation (Owner: DD-Lead / DD-Admin / ASM)**
A Termination case is initiated through the “Create Termination Request” form by DD-
Lead, DD-Admin, or ASM.
o Each request is tagged with a unique **Termination ID** (e.g., TERM-001).
o Dealer and operational data are automatically fetched from the **Dealer**
**Master** and **Sales System** for accuracy.
- **Case Workflow Management (Owner: Workflow Engine)**
Each stage of the termination journey — from ASM initiation to Legal closure — is
mapped to approval levels.
o **ASM → RBM/DD-ZM → ZBH → DD-Lead → Legal → DD-Head → NBH**.
o Actions at every level (Approve, Withdraw, Send Back) are recorded with
mandatory remarks.
o Each remark auto-updates in **Work Notes** and **Progress Timeline** , triggering
instant notifications to the next role.
- **Work Note Integration (Owner: All Reviewers)**
The **Work Note** acts as the **central communication thread** within each termination case.
o Each reviewer (ASM, RBM, ZBH, DD-Lead, Legal, etc.) can post contextual remarks,
share discussions, or tag specific users.
o Tagged users (e.g., @DD-Lead, @Legal) receive instant notifications via **system**
**alerts** and **email**.
o Work Notes serve as a real-time collaboration and escalation record — every
comment, clarification, or update remains **time-stamped and user-tagged**.
o Legal and DD-Head may also use Work Notes to request clarification from lower
hierarchies (ASM, RBM, ZBH).
o Once a note is submitted, it becomes immutable and part of the **permanent**
**record** under **Audit Trail**.
- **Meeting & Artefact Uploads (Owner: ASM, RBM, ZBH)**
Each level of escalation includes upload of MOMs, dealer commitment letters, and
observations while Approving at his level.
o Artefacts are uploaded as PDFs (e.g., _Meeting_MOM_June2025.pdf_ ).
o Dealer commitments are scanned and attached for cross-reference during Legal
and NBH reviews.
- **Approval Actions (Owner: Workflow Engine)**
Reviewers can take the following actions:
o **Approve:** Confirms escalation readiness for next level.
o **Send Back:** Pushes case back for clarification with remarks visible in Work Notes.
o **Withdraw:** Used when the concern is resolved or no termination action is required.
Each action is recorded in both **Audit Trail** and **Work Notes** , ensuring clarity on
decision paths.
- **Legal Review and Issuance (Owner: Legal Team)**
Legal reviews the case chronology and uploaded artefacts.
o If clarification is needed, they “Send Back” via Work Notes.
o Once validated, Legal create the **Show Cause Notice (SCN)** to the portal and later
create the **Termination Letter** post NBH approval.
o These Show cause Notice and Termination Letter will be created within the system
o All uploaded legal artefacts remain accessible to DD-Lead, DD-Admin, and NBH.
- **Dealer Interaction & Closure (Owner: DD-Admin / DD-Lead)**
Dealer replies to the SCN via DD-Admin, who uploads the response to the portal.
o DD-Lead reviews dealer’s response with inputs from RBM and ZBH, updates
closure remarks, and forwards to NBH.
o Post-approval, Legal uploads the Termination Letter, visible to DD-Admin and
dealer.
o DD-Admin initiates **F&F** coordination, ensuring all records are finalized within SLA.
- **Immediate Termination (Owner: DD-Lead + Legal)**
Cases categorized under “Unethical Practice” trigger direct routing to Legal + DD-
Lead, skipping intermediate reviews.
o Immediate Legal action and issuance of termination communication occur within
the system, ensuring swift compliance.
- **Audit Trail (Owner: System Engine)**
Each user action — approval, send back, upload, comment — is timestamped and
permanently logged.
o The trail captures: _User Name, Action Type, Timestamp, Remarks Summary, and_
_Linked Artefact_.
o Accessible by DD-Lead, Legal, DD-Head, and NBH for compliance review.
**8.3.4 Personas-wise Accessibility & Visibility**
```
Persona Responsibilities & Key Actions Access Rights
ASM Creates termination request, uploads MOM & dealer
commitments, adds initial remarks and observations.
```
```
Create, View,
Comment
RBM / DD-
ZM
```
```
Reviews ASM input, conducts escalation meetings,
uploads MOM, provides joint recommendations.
```
```
View, Approve,
Send Back
ZBH Reviews regional non-compliance, uploads MOM,
forwards unresolved cases to DD-Lead.
```
```
Approve, Send
Back
DD-Lead Reviews full chronology, validates artefacts, triggers Legal
for input, issues SCN, consolidates for final closure.
```
```
Full Access,
Approve,
Withdraw
Legal Reviews chronology, uploads SCN, issues Termination
Letter, queries if required through Work Notes.
```
```
Approve, Send
Back, Upload
DD-Head Reviews consolidated cases, presents them to NBH for
final decision.
```
```
Review, Comment
```
```
NBH Approves or holds termination case; final authority on go-
ahead decisions.
```
```
Approve / Hold
```
```
DD-Admin Uploads dealer’s SCN reply, final Termination Letter, and
initiates F&F.
```
```
Upload, Close
```
```
Dealer
(Read-only)
```
```
Views SCN and final Termination Letter. View Only
```
### 8.4 Termination Progress Timeline
**8.4.1 Functionality Scope**
The **Termination Progress Timeline** provides a stage-wise visualization of the entire termination
journey — from case initiation to final closure. It ensures that every escalation, document, review,
and approval is tracked transparently with timestamped accountability.
Each level in the workflow — from **ASM initiation** to **CEO authorization** — is dynamically
reflected with role names, document counts, feedback notes, and status indicators.
The module promotes structured collaboration by integrating **Work Notes** and **Audit
Trail** updates at each milestone, enabling leadership to monitor the decision flow in real time.
**8.4.2 Width**
The timeline consolidates inputs from multiple roles, creating an end-to-end view of operational,
business, and legal evaluations:
- **ASM** initiates the request and uploads meeting artefacts.
- **RBM / DD-ZM** review and escalate based on repeated violations.
- **ZBH** performs zonal validation and comments.
- **DD-Lead** consolidates data, reviews chronology, and assigns to Legal.
- **Legal** verifies contract breaches and provides legal opinion or Show Cause Notice (SCN).
- **NBH** performs business-level evaluation and grants or holds final approval.
- **CEO / CCO** complete the executive authorization.
- **DD-Admin** coordinates issuance of the final Termination Letter and forwards it to F&F.
Each transition (approve, send-back, withdraw) automatically updates the timeline with the
reviewer’s remarks and uploaded artefacts.
**8.4.3 Depth**
The Termination Progress Timeline follows a clearly defined 14-stage lifecycle. Each stage is
associated with specific ownership, document uploads, and Work Note actions.
```
8.4.3.1 Stage-wise Breakdown
```
1. **Request Initiated** – _ASM / Initiator_
o Case created with details, termination reason, and dealer code.
o Supporting documents like MOM and commitment letters attached.
o Remarks and feedback logged in Work Notes.
2. **RBM Review** – _RBM + DD-ZM_
o Joint meeting notes uploaded; recommendations shared.
o Approve or Send-Back with clarification via Work Note.
3. **ZBH Review** – _Zonal Business Head_
o Evaluates pattern of violations, reviews MOM chain, and adds escalation remarks.
4. **DD Lead Review** – _DD-Lead_
o Consolidates documentation from ASM, RBM, and ZBH.
o Prepares case synopsis and assigns to Legal for compliance validation.
5. **Legal Verification** – _Legal Department_
o Reviews breach type (Working Capital, Performance, Unethical Practice).
o Queries or approves via Work Notes.
o Uploads draft SCN if verified.
6. **NBH Evaluation** – _National Business Head_
```
o Reviews termination recommendation; may approve, hold, or query.
```
7. **Show Cause Notice (SCN)** – _Legal + DD-Lead_
o Official SCN issued to dealer.
o Dealer reply awaited; all correspondence uploaded.
8. **DD Lead & Legal Review** – _Joint Review_
o Evaluates dealer’s SCN reply.
o Records internal discussion outcome in Work Notes.
9. **DD-Head Review** – _Dealer Development Head_
o Prepares presentation and recommendation for NBH.
10. **CCO Approval** – _Chief Commercial Officer_
o Reviews and endorses NBH’s decision.
11. **CEO Final Approval** – _Chief Executive Officer_
o Authorizes final termination execution.
12. **Legal – Termination Letter** – _Legal Team_
o Uploads signed Termination Letter to portal.
o Triggers auto-notifications to DD-Lead and DD-Admin.
13. **DD-Admin – Share with Dealer** – _DD-Admin_
o Forwards Termination Letter to dealer.
o Initiates F&F process and records completion date.
14. **Dealer Terminated** – _System Generated_
o Marks dealership status as “Terminated.”
o Case locked for further edits; all data archived under Audit Trail.
```
8.4.3.2 Work Note Integration
```
- Each stage allows the reviewer to post contextual **Work Notes** for coordination,
clarification, or escalation.
- Notes automatically capture **author, timestamp, and linked stage**.
- Tagged users receive both **email** and **in-app alerts**.
- Work Notes act as the **single source of truth** , capturing every internal discussion and
external clarification.
- Once the case reaches “Dealer Terminated,” Work Notes are archived as part of the
official record visible under **Audit Trail**.
**8.4.4 Personas-wise Accessibility & Visibility**
```
Persona Visibility in Timeline Actions Allowed
ASM Initiate request, view complete history, comment
in Work Notes.
```
```
Create, Upload Docs,
Comment
RBM / DD-ZM See all lower-level stages, add remarks, approve or
send-back.
```
```
Approve, Send-Back,
Comment
ZBH Access RBM & ASM artefacts, escalate to DD-Lead. Approve, Send-Back
```
```
DD-Lead Full timeline visibility, assign to Legal, manage SCN,
approve final closure.
```
```
Full Access
```
```
Legal Review termination grounds, issue SCN, upload
Termination Letter.
```
```
Approve, Send-Back,
Upload Docs
NBH View all previous stages, make go/no-go decision. Approve / Hold
CCO / CEO Executive-level read access, approve final
termination.
```
```
Approve Only
```
```
DD-Admin View complete timeline, upload dealer response &
Legal letter, initiate F&F.
```
```
Upload, Close
```
```
Dealer (Read-
only)
```
```
View SCN and Termination Letter post-issuance. View Only
```
---
## 13 Non-Functional Requirements
```
Category Requirement
Performance Average response time < 3 seconds for standard operations.
Scalability Should scale horizontally on GCP.
Security JWT tokens, encrypted passwords, HTTPS enforced.
Usability Intuitive UI, consistent icons, and simple navigation.
Reliability 99% uptime target.
Backup & Recovery Daily database backup and weekly full snapshot.
Compliance Follows RE IT data privacy guidelines.
```
## 14 Technology Matrix
```
Component Specification
Database PGSQL (Managed or local instance)
Application Stack Node.js (Backend) + React.js (Frontend)
Authentication RE SSO Bridge
```
## 15 Infra requirements & System Hygiene
```
Component Specification
Environment QA / Testing
# of Virtual Machines (VMs) 1
CPU Configuration 4 - Core
Memory (RAM) 16 GB
Disk Size 500 GB
Operating System Ubuntu 24.04 LTS
```
```
Storage Type Cloud
```
Backup and Recovery
- Daily incremental and weekly full backups.
- Restore process must not exceed 2 hours.
## 16 Not in scope
Anything which comes beyond the scope defined above in terms of Width and depth
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