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Transcript of Sendenhorst, 21 Feb 2008 SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an...
Sendenhorst, 21 Feb 2008
SAP im globalen Einsatz
Andere Länder – andere SittenAnforderungen an das SAP CC
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
2
The importance of international business increases
2.1492.189 2.262
2.539
2.737
Abroad
Germany
+ 10,1 %
+ 2,5 %
Miele Group Sales in EURO m
742 671 685 751 770
1.4301.460 1.560
1.771
1.949
2002 2003 2004 2005 2006
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Our domestic appliances and products for commercial applications
ContentInitial situation
Template approach
Implementation and rollout
Operational model
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Miele global business is covered by ~40 sales and service units
range of org-anisational size
Regional coverage
Individual sour-cing models
…
Cultural specifics
Complete range of time zones
Language capabilities
…
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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SAPBW
The target: The Miele Sales Template simplifies the system landscape
Marketing/Sales
Service
Logistics
Admin
VG Processes
SAPR/3
Serviceappl.
Notes
…
VG 1 VG 2
B
Serviceappl.
………
VG 3
C
…………
VG 38
…
……
…
SAPR/3
mySAPCRM
Miele Sales Template
Interaction Center
Mobile Field Support
E-Business
Individual local solutions result in an overall complicated further development
Sales Template allocatesMiele Best Practices
W1)
1) W = Workforce Management SolutionVG = Vertriebsgesellschaft
ContentInitial situation
Template approach
Implementation and rollout
Operational model
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Sales Template allocates Miele „Best Practices”
E-Business Workforce Mgmt.
3rd party integration
Mobile field support
Professional business
Complaint Mgmt
Call Center
SelectionVG N
VG CH
VG GR
VG USA
VG F
VG AT
VG CZ
Further VGs
MieleSales
Template
InvolvedCountries
Result
VG = Vertriebsgesellschaft
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Template approach for rollout with local and global responsibility
Subsidiary1
Pilot
2
Successive Template approach
Copy and adapt
3 4 5
Basis: Highest common denomi-nator
Efficient system development
Sequential consideration of requirements
Structural limitation in case of return of requirements
enhancements
schematic
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Sales Template shares business and technical efficiency
Miele Sales Template
Business perspective Technical perspective
► Enables Miele best practices for all VGs
► Delivers highly integrated process flows
► Enables new businessprocesses for most VGs
► Improves process efficiency
► Allows cross border shared services
► …
► Delivers one unique system platform
► Improves time to market requirement realisation
► Integrates VGs system landscape
► Shares professional IT-services
► Ensures secure system operation
► …Multilevel know-how
transfer
ContentInitial situation
Template approach
Implementation and rollout
Operational model
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Sales Template approach business driven
2005 2006
Verification Specification Implementation
Business requirement re-cording of 7 countries
Miele best practice identification
Decision making for mySAP CRM system
Detailed process and sys-tem solution design
SAP negotiation for licen-ces and consulting
Integration of further Miele business experts
Realisation based on mySAP CRM release 5.0
35 parallel working SAP spe-cialists all over the world
4 project modules cover allaspects of implementation
Close synchronisation with Supply Chain Management project
2007
Roll-outVG
First roll-out activitiesalready started
Roll-out method-ology defined
First key-user trai-nings conducted
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
13
The Miele Sales Template at a sketch
mySAP SCM mySAP R/3
mySAP CRM
Interaction Centre Mobile Field applications E-Business
Enterprise Sales
Marketing mgmt.
Sales Order
Opportunity mgmt.
Activity- mgmt.
Enterprise Service
Service Order
Contractmgmt.
Complaintmgmt.
Logistik Finance & Controlling
Other
Billing/Pricing
Master data mgmt.
mySAP BW
AnalyticsSales
Comprehensive functions/systems
Middleware Authorisation
Sales Service Sales Service Sales Service
Service order opti-misation
Archiving …Duplicate check
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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ServiceMarketing/Sales Logistics Admin
Sales Template project organisation integrates business and IT
Tem
plat
e T
eam
Project Management
Business & IT representatives
Miele Business Team
Miele IT Team
…GRCH
Rollout CoordinatorCentral Miele coordinator
Rollout Project ManagementLocal VG project manager
Central Miele IT department
Local VG IT
Local implementation partner
Local VG business process owner
Local VG key user
Loca
l Rol
lout
T
eam
Template ReleaseDevelopment
Local Miele SalesTemplate Rollout
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Business needs define rollout project
Marketing/Sales
Service
Logistics
Admin
BusinessChange Mgmt.
Projectorganisation
Localblueprint
Configuredsystem
Testedsystem
LiveSystem
Set-up
Project kick-off
Project team training
Detailed project planning
Specification
System demo/gap analysis
Requirement management
Local template design
Realisation
Configuration/ customising
System doc-umentation
Template unit/module testing
Go-livepreparation
Data migra-tion
End user training
System testing
Go-live &support
System cut over
Hyper care
System operation
Scope
ContentInitial situation
Template approach
Implementation and rollout
Operational model
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
17
Business operation
Business develop-ment
Factories
VGs
Centralunits
Organisational model focussed on business needs
Central IT (GT)
Development and
excellence
Technologies and
infrastructure
VG support
Marketing/Sales
Service
Logistics
Admin
Group ProcessOwner
Factories
VGs
Centralunits
Operation and Service
Center
Regionalcenters--
Business Miele IT Business
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
18
3 level support structure for global IT support
Internal user
External user
Corp. IT
Service Center (SC) Gütersloh
Service group 1 Service group 2 ...Service group 3
1st level
2nd level
HotlineGT
LEOE
GTGGTEUN…
VGDGTZ
New: Global IT support organisation Existing
Regional service center
Department 1 Department 2 ...Department 33rd level
Europe Middle East AfricaAmeri-
casAsia
Pacific
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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IT-process model Simplified
Require-ment Mgmt
SoftwareEngineering
Configura-tion Mgmt.
Test Mgmt
ReleaseMgmt.
ChangeMgmt.
Incident/ Pro-blem Mgmt.
UserTraining
Contact
Mgmt.
Enablingprocesses
CapacityMgmt.
AvailabilityMgmt.
SecurityMgmt.
Enabling processes deliver information for customer relevant support processes
High support quality requires overall optimisation of relevant processes
Mgmt. = Management
21. Feb 2008Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt
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Key success factors for global IT-support
Business driven project and operation with shared responsibility of business and IT
Complex system landscape requires excellent know how for development and operation
SALES
TEMPLATE