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RE Onboarding & Offboarding System

Requirements

System Requirements Specifications

16 - Oct- 2025

Version 1. 4

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?”

Dealer Relocation Request

12.2.6 Functionality Scope

This functionality enables a dealer to initiate, track, and manage dealership relocation requests through the portal after successful onboarding. The system provides a guided self- service mechanism to propose a new dealership location, submit location-specific statutory, property, and infrastructure documents , and route the request through a multi-level internal approval workflow.

12.2.7 Functional Width

Displays a dealer-facing relocation dashboard with summary indicators: o Total Requests o Pending Requests o Completed Requests
Lists all relocation requests with: o Request ID o Current location o Proposed location o Distance from current location o Submission date o Current status o Progress percentage
Enables initiation of a new relocation request
Allows manual address entry or map-based location selection for the proposed site
Captures distance from the existing location
Provides request-level detailed view including: o Relocation overview o Submitted information o Workflow progress

o Required and uploaded documents
o History & audit trail

Supports document upload, verification, and status tracking
Provides role-based visibility and action controls
Prevents parallel or duplicate relocation requests for the same outlet

12.2.8 11.3.3 Functional Depth

Relocation requests can be initiated only for active and eligible dealerships.
On selecting “New Relocation Request” , the dealer is presented with a structured submission form capturing: o Dealer Code and Dealer Name (auto-populated, non-editable) o Current dealership address (auto-populated) o Proposed new location (manual entry or map selection) o Complete address details (city, state, pincode) o Distance from the current location o Property type o Expected relocation date o Reason for relocation
Upon submission, the request enters a multi-level approval workflow , typically progressing through: o DD ASM Review o RBM Review o DD ZM Review o ZBH Review o DD Lead Review o NBH Review o Legal (as applicable)
Each stage is reflected through a visual workflow progress timeline , showing: o Responsible role o Stage status (Completed / In Progress / Pending) o Overall progress percentage
The system enforces mandatory document submission and verification , categorized as: o Property o Legal o Statutory o Infrastructure
Required documents include, but are not limited to: o Property documents for new location o Lease / Rental agreement for new location o NOC from current landlord o Municipal approvals

o Fire safety certificate
o Pollution clearance
o Layout / Floor plan of new location
o Photos of new location
o Locality map
o Building plan approval
o Electricity connection documents
o Water supply documents

Document status is tracked as Pending Verification , Verified , or Rejected.
Authorized internal users may Approve, Send Back, or Revoke the relocation request.
Send Back and Revoke actions are communicated through Work Notes , with mandatory remarks captured by the system.
All uploads, verifications, remarks, and approvals are logged in the audit trail.
Upon final approval: o The relocation request is marked as completed. o Dealer master records are updated as per the approved new location.
The system ensures full traceability and compliance across all stages of the relocation process.

12.2.9 11.3.4 Personas-wise Accessibility & Visibility

Persona Responsibilities Access Rights
Dealer Initiates and tracks dealership
relocation requests.

Initiate relocation request
Provide proposed location details
Upload required documents
View request status, workflow progress, and Work Notes DD ASM Coordinates initial review and document readiness.
View relocation requests
Upload and review documents
Support coordination RBM Performs regional feasibility and business review.
View requests
Review and recommend DD ZM Conducts zonal-level evaluation. • View requests
Review and provide inputs ZBH Ensures zonal governance and compliance.
Review requests
Send Back or Revoke with mandatory Work Notes
Approve as per hierarchy DD Lead Ensures policy adherence and cross- functional alignment.
Review requests
Send Back or Revoke with mandatory Work Notes
Approval visibility

NBH Provides senior management approval. • Review requests

Send Back or Revoke with mandatory Work Notes
Final approval authority Legal Team

Validates statutory and legal
compliance.

Review legal documents
Validate approvals and clearances System Enforces workflow and compliance rules.
Control action availability
Track document status and progress
Maintain history and audit trail

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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