Virtual RT SAP CRM Service Process Roundtable - Part Two 25 January, 2011
Transcript of Virtual RT SAP CRM Service Process Roundtable - Part Two 25 January, 2011
1© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Impact of Service Transformation on SAP CRM Processes – Part II
Virtual Roundtable
Christian Brigode
25th January 2011
2
Logistics
© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
3© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda
• Roundtable Agenda and Logistics
• Reminder : Bobst Group Processes and SAP implementation across EMEA
7 countries went live on 1st Jan 2011
• Fons Mariën – Bobst Group Service Development Manager
Update on project status
• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes
• Roundtable Summary – What’s next ?
4
Roundtable Participants
Name Company Role
Mary Brown Mettler Toledo SAP CRM Project Coordinator
Fons Mariën Bobst Group Service Development Manager
Jesus Rodriguez Daikin Europe Service Director
Senen Pajaro Novoa Fujitsu Spain President of AFSM Spain
Nick Frank Frank Partners Senior Consultant
Christian Brigode Noventum Senior Consultant
Miguel Reynoso Noventum Partner
Jenny Tryfonos Noventum Marketing Manager
© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
5© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda
• Roundtable Agenda and Logistics
• Reminder : Bobst Group Processes and SAP implementation across
EMEA 7 countries went live on 1st Jan 2011
• Fons Mariën – Bobst Group Service Development Manager
Update on project status
• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes
• Roundtable Summary – What’s next ?
© Bobst SA 6
Who is BOBST group?
Service centers
~6000 employees – worldwide operations in 3 market area’sFOLDING CARTON – CORRUGATED BOARD – FLEXIBLE MATERIAL
BOBST MARTIN ASITRADE STEUERINDIACHINABRAZIL
ATLAS ROTOMEC SCHIAVIFISHER & KRECKE
GENERAL
BSC North America
BSC LatinAmerica
BSC ME/ Africa
BSCUK & Scand.
BSCC-EUR
BSCS-EUR
BSC India& SEA
BSC Greater China
BSC Japan & Korea
BSCN-EUR
Production sites
GroupHQ
BOBST Group SALausanne,
Switzerland
SHEET-FED industry WEB-FED industry
www.bobstgroup.com
3 1+1 2+1 2+2 3+3 1+1 5+1 3+2 2
© Bobst SA 7
SAP ECC 6.0 - Project Strategy
Service centers
BSC North America
BSC LatinAmerica
BSC ME/ Africa
BSCUK & Scand.
BSCC-EUR
BSCS-EUR
BSC India& SEA
BSC Greater China
BSC Japan & Korea
BSCN-EUR
BOBST MARTIN ASITRADE STEUERINDIACHINABRAZIL
ATLAS ROTOMEC SCHIAVIFISHER & KRECKE
GENERALProduction sites
SHEET-FED industry WEB-FED industry
Core System(2009)
SAP CSRoll-out(2011)
FUNCTIONAL EXTENSION
GEOGRAPHICAL EXTENTION
SAP - Project Methodology
© Bobst SA 8BPO – Business Process Owner BPM – Business Process Model
BPP – Business Process Procedure
9© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
First Topic to be discussed
• Status on Bobst Group project launch in 7 countriesInitial lessons learned ?
10© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda
• Roundtable Agenda and Logistics
• Reminder : Bobst Group Processes and SAP implementation across EMEA
7 countries went live on 1st Jan 2011
• Fons Mariën – Bobst Group Service Development Manager
Update on project status
• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes
• Roundtable Summary – What’s next ?
11© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Second Topic to be discussed
• How to ensure high levels of end-user adoption of new processes and applications and avoid shadow applications and processes being used?
12
A user adoption methodology based on a component process model
© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
• Component based approach allow end user to digestchunk by chunk
• Example from
• To
ServiceRequest
Management Diagnostics
Scheduling &Monitoring
FieldWork
Reporting & Invoicing
1st Line phone Manual Scheduling2nd line call back Mobile based eBilling
ServiceRequest
Management Diagnostics
Scheduling &Monitoring
FieldWork
Reporting & Invoicing
1st Line phone Optimised Scheduling2nd line call back Mobile based eBilling
13
A user adoption helped by the user involment since the beginning of the project
© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
• User are involved from the beginning : Component process design Incremental method of setting-up SAP CRM
e.g.screen layouts, etc. Training Measuring User Adoption Review
14
A user adoption methodology based on a learning process
© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
• Measuring user adoption is done through: Usage (e.g. login rates) Data Quality
(e.g. % of optional information filled)
Business Performance(e.g % of calls closed, etc.)
15© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Agenda
• Roundtable Agenda and Logistics
• Reminder : Bobst Group Processes and SAP implementation across EMEA
7 countries went live on 1st Jan 2011
• Fons Mariën – Bobst Group Service Development Manager
Update on project status
• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes
• Roundtable Summary – What’s next ?
16© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Roundtable Summary – What’s next ? • Other Events:
Service Economics Virtual Roundtable - 23rd March 2011 Including: Competency in using business tools including IT systems
Service & Maintenance Conference – 31ST March 2011
The Netherlands
Live Roundtable: Quicker Implementation Changes in Service Delivery - Reducing Risk of Disruptive Changes
Service Economics Conference - 16th -17th June 2011
The NetherlandsLive Roundtable: The Service Economics of achieving competency in IT tools to deliver a successful solution
SAP CRM Roundtable Virtual Roundtable -21th June 2011 Topics suggested? SAP CRM Proof of Concept?
For more information about these events, visit our website: http://www.noventum.eu/en/current_events
17© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
Contact
• Noventum SAP CRM Contact : Christian Brigode
Phone : +33 607 40 65 34
• Noventum : www.noventum.eu