SAP Multi Resource Scheduling-

SAP Custom DevelopmentSUPPORTING FAST, SAFE AND FLEXIBLE BUSINESS CHANGE

Multi Resource Scheduling

Dr. Martin Effenberger, Development Project Manager

© SAP 2008 /

1. Introduction2. Process Overview3. Business Requirements4. Functional Overview

4.1. Key Functions4.2. MRS for Professional Services: Example SAP Field Services

5. Technical Details

Content

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Introduction: Multi Resource Scheduling (MRS)

Adaptable Custom Solution (ACS) for Scheduling of Technical Services by SAP CustomDevelopment

Delivery: 03/2004 (original project)

Target Group: SAP customers that need more graphical and/or sophisticated scheduling tool

Technical Basis:R/3 4.6C, R/3 4.70, ERP2004, ERP6.0SAP for Automotive Dealer Business Management (DBM) 5.0/6.0

NEW: MRS 610Planned Availability: Q1/2008Basis ERP 6.0

Demands to be scheduled in Multi Resource Scheduling can come from different sources:PM/CS OrderDBM OrderPS Network (from release 610)cProjects role (planned)Notification (on CDP basis)CRM service order (on CDP basis)

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Content

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Process Overview

Request service /Work identification

4

2

3

1

Accept and executeassignment

Create assignments andresolve conflicts

Create order and make anappointment

Resource Planningwithin OrderManagement

5

Monitor execution

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Business Scenario

Plant Maintenance: A work is identified.Customer Service: The Customer calls the service organization torequest a service.

The Scheduler creates assignments for Human Resources and ToolResources in the Scheduler Workplace by taking all businessconstraints into account (availability, qualifications, customer,relationship between tasks, spare part availability etc.)

The Service Advisor creates an order and communicates a date tothe customer after checking the workload on group level.

Field Service: The Service Representative accepts the newassignment on his laptop and performs the assignment at thecustomer site.Workshop: The Workshop Employee performs the assignment

33

44

22

11

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Business Scenario

The Service Scheduler monitors the execution of the assignments inthe Scheduler Workplace55

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Order and Dispatching

OrderAssignment of group (work center)Rough schedulingPlanned durationsRequired qualificationsRequired tools

DispatchingAssignment of technician/teamFine schedulingAssignment of tool resourcesExecution monitoring

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Process overview: Project planning(only MRS 610)

Create network activityand define required

qualifications

4

2

31

Accept and executeassignment

Offer resources

Search for employees

Resource Planningwithin Project

Planning

6

Monitor executionAccept or declineresource offers

5

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Roles

EmployeeMaintains his qualification profile

Requester (only project planning)Creates a resource demand

Contact person (only project planning)Performs employee searchTransfer demands to resource planners

Resource plannerAssigns resources to demandsResolves conflicts

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Content

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Main Business Requirements

Comprehensible visualization of the planning situation

Optimization of travel times and SLA fulfillment

Simultaneous planning of different resource typesHuman ResourcesTools

Unified planning of short and long term businessCustomer ServiceProjects

Support for cross-organizational planning

More efficient resource usage by detailed qualification and availabilitymatching

Demands can have relationships and demands can extend over severalwork center’s or crews

Execution monitoring (clocking data integration)

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Content

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Dispatching Scenarios with MRS

1. Manual PlanningThe resource planner manually creates assignments (e.g. via Drag&Drop) in the MRS Graphical Planning BoardSupported by Alert MonitorSelected important features

Qualification MatchingSimultaneous Planning of tool resourcesVisualization of travel times (only MRS 610)Display of clocking data (actual data)Capacitive Planning (only MRS 610)Teams

2. Resource selection (“Leitstellendisposition”) (only MRS 610)Identical to “Manual Planning” but resource planner can select resources based on different criteria (partner roles, resourceplanning node, qualification)

3. Automatic planningSeveral functions support the resource planner

Automatic scheduling based on availability and qualification (in MRS 610 in addition partner role)Utilization based automatic schedulingIntelligent Shifting

4. Optimization (only MRS 610)An optimization engine proposes an optimized schedule (travel times, SLA dates etc.)

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Key functions

QualificationsUsage of Standard HR qualifications possibleNew powerful MRS qualification object (only MRS 610)

HR IntegrationDisplay of flexible working time (only MRS 610)Creation of HR absences, attendances and substitutions in MRS planning board (only MRS 610)Flexible setup of resource planning structure (only MRS 610)

Capacity ManagementWork load on group level

Planned and unplanned ordersEmployee availability (Planned working time, absences, attendances)

Graphical Planning BoardAssignment of Orders resp. Order operations to individual employees or toolsIncrease of transparencyCross-organizational planning possible

Optimizer (only MRS 610)Optimizer engine creates daily schedule based on “cost” parameters

GIS IntegrationVisualization of travel time (only MRS 610)Display of mapSearch for nearest technician

Integration with mobile devicesInformation of technicians about assignmentsStatus tracking of assignments

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Workload on Group Level

The utilization on work center level can be monitored. Utilization is dynamicallycalculated from orders, assignments and actual resource availability.

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Schedulers Workplace

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Schedulers Workplace – Features 1/2(all releases)

Resource Availability

Assignment Processing

Employee Qualifications (Ranking)

Planning of Tool Resources resp. PRTs

Undo/Redo functionality

Alert Monitor

Teams (capacitive planning)

Links between Human Resources and Tool Resources

Automatic Split of Assignments according to rules

Time specifications (e.g. Illness, Work without order, etc.)

Map&Guide Integration

Pager/Email/SMS/CTI Integration

Algorithm for automatic scheduling

Clocking Data Integration

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Schedulers Workplace – Features 2/2(MRS 610)

Capacitive assignments

Stretched assignments

Visualization of travel time

Backintegration into HR (absences, attendances,substitutions)

Decoupling from HR organizational modelpossible

Visualization of flexible working time

On call handling

Demand Split functionality

1:1 relationship between assignment and PM/CS order operation possibleIncluding automatic generation of PM/CS order operations

Creation of periodical time allocations

Creation of periodic assignments for PS networks

Change documents

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Application use cases for MRS optimizer

Initial planning ofdaily schedule

Resource planner creates an optimized daily schedule atbeginning of work day or previous dayAll orders will be considered and will be plannedOptimized schedules will be created

Planning ofemergency orders

An emergency order needs urgently to be scheduledThe optimizer assigns this order to the technician so that thetotal “cost” is minimizedA new daily schedule will be created (potentially also withinfluence on other technicians)

Optimization ofexisting schedules

There are already daily schedules (e.g. manually created)The optimizer creates new schedulesThe total “cost” will be reduced

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Optimization strategies

Minimize traveltimes

Maximizeutilization

Adherence ofSLAs

? Reduction ofover time

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Demo: Optimizer Results

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Demo: Display of map

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Content

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Example:Mission & Objectives of SAP Field Services

Key objectives

Increase and maintain high level of utilization

Increased customer satisfaction

Increased transparency of resource utilization across regions/countries

Accuracy of skill forecast

More efficient resource request handling performance

Increased revenue and profitability

Improvement of average time to fill an open resource request

Improved response rate to cross regional resource requests

Reduce Forecast Deviation for skill area

Improve ratio requests per resource manager

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Web UI – Features 1/2In MRS 610 SP1

Create Requests

Worklists to manage Requests

Automated routing to responsible Planning Nodes

Broadcasting to allow parallel search by multiple Resource Planners

Workflow integration

Support for 3rd party consultants

Decoupling from HR organizational model possible

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WebUI – Features 2/2Planned

Resource Availability

Assignment Processing

Employee Qualifications (Ranking)

Alert Monitor

Time allocations (e.g. Illness, Work without order, etc.)

Back-integration into HR (absences, attendances, substitutions)

Visualization of travel time

Creation of periodical time allocations

Creation of periodic assignments for PS networks

Change documents

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Web UI Benefits

Ease of Use

Designed for casual user with flexibility for power user.

Integrated Email allows easy communication with other parties.

Consistency of Data for Multiple UsersLocking Mechanisms allow multiple users to work on the same resources anddemands.

Hides details of HR organizational modelRouting automatically picks the right Planning Node for each Request.

Workflow integrationSystem informs the user when something has changed that needs attention.

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System Demonstation

“Old” MRS (available for R/3 4.6C, 4.7, ERP2004, ERP 6.0)Create a PM/CS order with help of MRS utilization reportAssign service order to technician

Qualification matchingPlanning of tool resourcesCreate absence in Planning BoardCreate an ad-hoc teamCompare planned and actual data

Selected features of new MRS release 610Travel timeOptimization

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Summary

Multi Resource Scheduling (MRS) is a powerful but stillintuitive to use resource management tool that covers abroad range of resources planning scenarios

Long term – Short term

Workshop – Field Service

High Volume – Low Volume

MRS runs fully integrated in the ERP SystemHR Integration

PM/CS Integration

PS Integration

DBM Integration

cProjects Integration (planned)

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Technical Details and Further Information

Adaptation to your specific needs:Adaptation of solution to other mySAP ERP releases or connection tomySAP CRM 4.0/5.0 on requestDevelopment of your unique functional enhancementsTranslation to additional languages

Implementation of base solution:On one of the following solutions:

SAP R/3 4.6c/4.7 or mySAP ERP 2004 and ERP 6.0SAP Dealer Business Management 5.0/6.0

PM/CS Orders, PS Network or DBM Orders represent demands to bescheduled with Multi Resource SchedulingIntegration into HCM, mobile applications and GIS supportedLanguages supported: English, German

Proven

Customer-Specific

Maintenance support available

Safe

For further information, please contact your SAPrepresentative

© SAP 2008 /

MRS Contact Information

Ellen Thiele, Business Development Manager:[email protected] or 610-661-1435

mailto:[email protected]

© SAP 2008 /

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