ADA SAP CRM Business Blueprint Presentation
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Transcript of ADA SAP CRM Business Blueprint Presentation
SAP CRM ® for Higher Education
Business Blueprint
Project
Relationship Management for Universty Members
Consultant A.Orkun UYAR
© 2010 SAP AG. All rights reserved. / Page 2
AGENDA
1. Purpose
2. Assumptions
3. Master Data
4. Transaction Types
5. Solution Map
6. Developments
© 2010 SAP AG. All rights reserved. / Page 3
Purpose
SAP CRM will be positioned to manage and report the interactions with in university environment.
© 2010 SAP AG. All rights reserved. / Page 4
Assumptions
Students, academicians, employees(administrator), partners
(externals), equipments and all interactions with them should record
in system.
SAP CRM should provide solutions for fallowing business areas:
Facility Processes
Development Processes
PreAdmission Processes
© 2010 SAP AG. All rights reserved. / Page 5
AGENDA
1. Purpose
2. Assumptions
3. Master Data
4. Transaction Types
5. Solution Map
6. Developments
© 2010 SAP AG. All rights reserved. / Page 6
Master Data
Business partners; mean all people and organizations related with
university.
Marketing attributes; mean all spesific info types of business partner.
Categorization schemas; mean all types of request and complaints.
Organization; same with back-end system.(SAP ERP)
Equipments; same with back-end system. (SAP ERP)
Products; same with back-end system. (SAP ERP)
© 2010 SAP AG. All rights reserved. / Page 7
Business Partner
Business Partner is the main master data in ecosystem. It means all
university members; students, employees and sponsors.
We can differ university members with their business roles in system.
Business RolesZ001 Academician
Z002 Employee
Z003 Student
Z004 Partner Person
Z005 Partner Organization
© 2010 SAP AG. All rights reserved. / Page 8
Creating of Business Partners in system
This slide shows the source of creation for BPs.
Academician from ERP to CRM.
Student from ERP to CRM.
Employee from ERP to CRM.
Individual Partner manually in CRM, directly via website.
Corporate Partner manually in CRM, directly via website.
© 2010 SAP AG. All rights reserved. / Page 9
Business Role
© 2010 SAP AG. All rights reserved. / Page 10
Martketing Attributes
© 2010 SAP AG. All rights reserved. / Page 11
Subject Schema
Reason Schema
© 2010 SAP AG. All rights reserved. / Page 12
Facility Management
Facility processes contain all IT and field services.
ADA SAP CRM FACILITY MANAGEMENT
IT Service Management
Software Hardware
Field Services(only interactions)
Security CleaningCafe,
canteen, restaurants.
etc.
© 2010 SAP AG. All rights reserved. / Page 13
IT SERVICE MANAGEMENT
IT SERVICE CATEGORIES
IT10 Enterprise Hardware
IT20 Enterprise Software
IT30 Personal Hardware
IT40 Personal Software
© 2010 SAP AG. All rights reserved. / Page 14
IT SERVICE MANAGEMENT - 2
IT SERVICE SUBCATEGORIESIT10_01 Network equipment Enterprise Hardware IT10_02 Server equipment Enterprise Hardware IT10_03 Storage equipment Enterprise Hardware IT10_04 Wifi equipment Enterprise Hardware IT10_05 Telephony equipment Enterprise Hardware IT10_06 Macbook Pro Enterprise Hardware IT10_07 Classroom Mac mini Enterprise Hardware IT10_08 Printing/Copying Equipment Enterprise Hardware IT20_01 Embark Enterprise SoftwareIT20_02 PowerCAMPUS Enterprise SoftwareIT20_03 Millennium Enterprise SoftwareIT20_04 Symplicity Enterprise SoftwareIT20_05 SAP ERP Enterprise SoftwareIT20_06 SAP CRM Enterprise SoftwareIT20_07 Sharepoint Portal Enterprise SoftwareIT20_08 Turnitin Enterprise SoftwareIT20_09 Office 365 for Education Enterprise SoftwareIT20_10 Printing system Enterprise SoftwareIT20_11 BMS Enterprise SoftwareIT30_01 Laptop Personal HardwareIT30_02 External Hard Disk Personal HardwareIT40_01 Operating System Personal SoftwareIT40_02 Driver Personal SoftwareIT40_03 Antivirus Personal SoftwareIT40_04 Special licensed software Personal SoftwareIT40_05 Backup Personal Software
© 2010 SAP AG. All rights reserved. / Page 15
FIELD SERVICE MANAGEMENT
Universty Members can request or complaint about campus or personel, via various channels.
These channels could be website, call center or direct employee.
Website : Its possible with development.
Call Center : There is no any plan about it.
Directly : An employee who has authorozation can create request or complaint directly in CRM.
© 2010 SAP AG. All rights reserved. / Page 16
PM-CRM Integration
If a service request needs to be transform to the PM Order it could be possible with development.
Service Request
Situation is required to create a PM
Notification or Order?
PM Notification or Order
© 2010 SAP AG. All rights reserved. / Page 17
Transaction Types
SAP CRM can provide generic solutions for standard business process. In ADA SAP
CRM project these document types will be used:
Service Request
Task
Appointment
Individual outgoing e-mail
Mass mailing (campaign transaction)
In addition, some business processes need specific solutions according to their
requirements. We will customize and use these document types in CRM system:
Event
Opportunity
© 2010 SAP AG. All rights reserved. / Page 18
Transaction TypesService Request
University can receive notifications such as complaints or requests from outside
about specific issues. These type of of interactions will be kept on the CRM system.
In ADA SAP CRM project we will use “Service Request” concept for the solution.
Service request document / transaction type has these abilities;
Subject and Reason Categorization
University Members by function on document
Status Control and authorization.
please see the process flow in next slide.
© 2010 SAP AG. All rights reserved. / Page 19
Subject
Reason
© 2010 SAP AG. All rights reserved. / Page 20
© 2010 SAP AG. All rights reserved. / Page 21
Transaction TypesTask
Task is a document type which means a university member or an action that requires another action or assessment must be done by another university member.
The advantages of this document type are being traceable, assignable, terminable and also we can categorize the generic task types. In this project we will use general task document. A task document includes;
Description, Note
Task creator, Employee Responsible
Due date, Completeness Ratio, Importance, Active Status
Reference Action
© 2010 SAP AG. All rights reserved. / Page 22
Transaction TypesAppointment
If a department suffers from its schedule management about the appointments with other university members ‘Appointment’ document type should be used.
This document type has such advantages; employees can show their schedule on CRM WEB UI, Managers can plan their department workforce as balanced. Appointment document includes;
Reason, Location, Description, Dates, Status, Description, Notes Related universtiy members
© 2010 SAP AG. All rights reserved. / Page 23
Transaction TypesEvent
Admission and Student services department will use this document type for creating, developing and reporting the activities for advertisement of university and foundation.
Event organizer can include to the document;
Event members,
Event budget (as an information not related with finance now)
Event time,
Event place,
Attachments (Flyer, document, photo, e-mail)
Event status
© 2010 SAP AG. All rights reserved. / Page 24
Transaction TypesOpportunity
Development department will record a specific opportunity via this document type.
Additionally they can create follow up transaction over this document such as task, appointment, cash proceeds. We can list different opportunity types: Naming Sponsorship, Scholarship, Internship, Employment, Executive Education service, Student Projects Academic Projects(researches) Governmental Issue Consultancy
If a related parties agree on an exact sponsorship or business relation type, a hard copy can be produced as output. It will be generated with this opportunity.
© 2010 SAP AG. All rights reserved. / Page 25
ADA SAP CRM Solution Map
CRM PROCESSES
MODULES DEPARTMENTS KEY USER MASTER DATA INCOMING OUTGOING
FACILITY
IT SERVICES
IHASANOV employee, equipment
Technical problem or incident, software demand
service requestFeedback
FIELD SERVICES GGILLESPIE any uni member complaint or requestservice request Feedback
BUSINESS
DEVELOPMENT NHAJIYEV Partners Meeting Partnership Requestsservice request
Scheduling appointments, finding partners, creating opportunities
EXECUTIVE EDU GISMAYIL Partners, ProspectsMeeting the Enterprise Education
demandsservice request
Executive Education Publishings with mass mailing to the specific groups
CARRIER PLANNING AHAJIYEVA Students, Partners Meeting Consultancy Requests
service request -
MARKETING
MARKETING TMUSTAFAYEV ProspectsMeeting parent and prospect student
elucidating demandsservice request
Creating Events, gathering prospect student information and statics, reports,
Publishings , sharing information about ADA Academic Programs
ADMISSION TMUSTAFAYEV Prospects - Sending admission process elucidating individual mailing
STUDENT SERVICES TMUSTAFAYEV Students Social club establishing, registration Publishing of social club events
Mass mailing Campaing
© 2010 SAP AG. All rights reserved. / Page 26
Developments
If a business requirements can not be met with SAP standards, solution can be provided by development.
1. CRM in controls and automation
Organization determination; Setting default organization.
In ADA SAP CRM project there is only one organization so we will set it in documents.
Partner determination; finding responsible person on document.
According to the service request type we may need automatic partner determination.
© 2010 SAP AG. All rights reserved. / Page 27
Developments
2. Integration
Service Request create RFC for webchannel.
Partner , Relation and Attribute Create, update RFC for webchannel.
Activity Crate, List RFC for webchannel.
3. Outputs
Contract from opportunity.
It will be a hardcopy for sponsors to express the agreement type and conditions.
© 2010 SAP AG. All rights reserved. / Page 28
Team Leaders
IT Service Management
İsmayil Hasanov
Partner Management
Natig Hajiyevnt
Marketing
Turgut Mustafayev
© 2010 SAP AG. All rights reserved. / Page 29
SAP Standart Project Plan
© 2010 SAP AG. All rights reserved. / Page 30
ADA SAP CRM Project Plan
BASIS Set up of CRM Development System
Preparing Business Blueprint
Entegration with ERP
Generation of CRM Apps
Configurations
Developments
Engt. with 3rd Party Systems
Prototype
MAY JULY AGUST