SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an das SAP CC Sendenhorst, 21 Feb 2008
The importance of international business increases Miele Group Sales in EURO m 2. 737 2. 189 2. 539 2. 149 2. 262 1. 949 1. 430 Abroad + 10, 1 % Germany + 2, 5 % 1. 771 1. 460 1. 560 742 671 685 751 770 2002 2003 2004 2005 2006 Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 2
Our domestic appliances and products for commercial applications Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 3
Content Initial situation Template approach Implementation and rollout Operational model Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 4
Miele global business is covered by ~40 sales and service units Cultural specifics range of organisational size Complete range of time zones Regional coverage Language capabilities Individual sourcing models … Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt … 21. Feb 2008 5
The target: The Miele Sales Template simplifies the system landscape VG Processes Marketing/ Sales Service Logistics VG 1 VG 2 VG 3 … … … … Notes … Service appl. SAP R/3 VG 38 … … my. SAP CRM Service appl. B Miele Sales Template W 1) … C … Interaction Center SAP BW SAP R/3 Mobile Field Support E-Business Admin Individual local solutions result in an overall complicated further development Sales Template allocates Miele Best Practices VG = Vertriebsgesellschaft 1) W = Workforce Management Solution Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 6
Content Initial situation Template approach Implementation and rollout Operational model Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 7
Sales Template allocates Miele „Best Practices” Involved Countries Result Se le ctio VG N Call Center n Mobile field support VG CH Complaint Mgmt VG GR Workforce Mgmt. E-Business Professional business VG USA 3 rd party integration VG F Miele Sales Template VG AT VG CZ Further VGs VG = Vertriebsgesellschaft Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 8
Template approach for rollout with local and global responsibility Copy and adapt Subsidiary sche 1 2 3 4 5 matic Sequential consideration of requirements Structural limitation in case of return of requirements Pilot Successive Template approach Basis: Highest common denominator Efficient system development enhancements Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 9
Sales Template shares business and technical efficiency Business perspective Technical perspective ► Enables Miele best practices for all VGs ► Delivers one unique system platform ► Delivers highly integrated process flows ► Improves time to market requirement realisation Miele Sales Template ► Enables new business processes for most VGs ► Integrates VGs system landscape ► Improves process efficiency ► Shares professional IT-services ► Allows cross border shared services ► Ensures secure system operation ► … Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt Multilevel know-how transfer 21. Feb 2008 ► … 10
Content Initial situation Template approach Implementation and rollout Operational model Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 11
Sales Template approach business driven 2005 2006 Verification Specification 2007 Implementation Roll-out VG Business requirement recording of 7 countries Detailed process and system solution design Realisation based on my. SAP CRM release 5. 0 Miele best practice identification SAP negotiation for licences and consulting 35 parallel working SAP spe- Roll-out methodcialists all over the world ology defined Decision making for my. SAP CRM Integration of further Miele system business experts 4 project modules cover all aspects of implementation First roll-out activities already started First key-user trainings conducted Close synchronisation with Supply Chain Management project Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 12
The Miele Sales Template at a sketch Interaction Centre Sales Mobile Field applications Service Sales E-Business Service Sales Service my. SAP CRM Enterprise Sales Order Opportunity Activitymgmt. my. SAP SCM Marketing mgmt. my. SAP R/3 Logistik Finance & Controlling Billing/ Pricing Enterprise Service Order Master data mgmt. Complaint mgmt. Contract mgmt. my. SAP BW Sales Other Analytics Service order optimisation Comprehensive functions/systems Middleware Archiving Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt Authorisation 21. Feb 2008 Duplicate check … 13
Sales Template project organisation integrates business and IT Project Management Business & IT representatives Service Template Team Marketing/Sales Logistics Admin Miele Business Team Template Release Development Miele IT Team CH GR … Local Rollout Team Rollout Project Management Rollout Coordinator Local VG project manager Central Miele coordinator Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt Local VG business process owner Local VG key user Local Miele Sales Template Rollout Central Miele IT department Local VG IT Local implementation partner 21. Feb 2008 14
Business needs define rollout project Business Change Mgmt. Set-up Marketing/Sales Specification Realisation Go-live preparation Go-live & support Project kick-off System demo/ gap analysis Configuration/ customising Data migration System cut over Project team training Requirement management System documentation End user training Hyper care Detailed project planning Local template design Template unit/ module testing System operation Service Logistics Admin Scope Project organisation Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt Local blueprint Configured system 21. Feb 2008 Tested system Live System 15
Content Initial situation Template approach Implementation and rollout Operational model Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 16
Organisational model focussed on business needs Business Miele IT Business Central IT (GT) Factories Development and excellence Marketing/Sales Business development Service VGs Logistics Operation and Service Center Regional centers-- VGs Business operation Admin Group Process Owner Central units Technologies and infrastructure Central units VG support Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 17
3 level support structure for global IT support Existing New: Global IT support organisation Internal user External user Americas 1 st level 2 nd level 3 rd level Europe Middle East Africa LE OE GTG GTE UN … VGD GTZ Asia Pacific Hotline GT Regional service center Service Center (SC) Gütersloh Service group 1 Service group 2 Service group 3 . . . Corp. IT Department 1 Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt Department 2 21. Feb 2008 Department 3 . . . 18
Simp IT-process model lified Contact Mgmt. Release Mgmt. Software Engineering Test Mgmt Change Mgmt. Configuration Mgmt. Requirement Mgmt Availability Mgmt. Capacity Mgmt. User Training Security Mgmt. Enabling processes Incident/ Problem Mgmt. Enabling processes deliver information for customer relevant support processes High support quality requires overall optimisation of relevant processes Mgmt. = Management Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 19
Key success factors for global IT-support S A L E S Business driven project and operation with shared responsibility of business and IT T E M P L A T E Complex system landscape requires excellent know how for development and operation Miele IT - Christian Grotowsky 080221_Miele. SAPim. Globalen. Einsatz. ppt 21. Feb 2008 20
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