meet-the-expert composite application …...the customer complaint management process as it is...

Meet-the-ExpertComposite ApplicationMethodology: Specifyingand Designing CompositeApplications

Learning Objectives

As a result of this workshop, you will be able to:

Understand what composite applications are

Assess whether your business process idea is a use case for a composite application

Approach a composite application from a business expert’s / product manager’s point of view

Apply an accepted methodology to specify a composite applicationwhich can be built with SAP’s composition environment

Understand how the methodology worked for real world examples

Target Audience

Product ManagerRepresentative of an ISV (Independent Software Vendor) responsible for the specification of new software products

Business ExpertRepresents a member of a company’s business process experts team. He is in charge of optimizing the internal business processes

Both roles have to specify the requirements for new solutions

ArchitectIs responsible for the technical architecture of a new application

DeveloperIs in charge of implementing the specified composite application

Motivation for Composite ApplicationsExample Scenario: Customer Service CareSteps to Specify a Composite ApplicationSummary

Drive Business Innovation with Composite Applications

Differentiate through new business processes

Adaptive business networks

Make information technology an enabler of changeCreate and adapt flexible business solutions leveraging existinginformation and services Build upon SAP’s Enterprise SOA and innovate on top of a stable platform

Composite Applications: a Business View

Composite Applications are user centric applications supportinghighly collaborative and dynamic business processes which span beyond functional, system, and organizational boundaries.

End-user characteristics

Rich user experience

Process context and visibility

Integrated multisource content

Enterprisewide collaboration

High flexibility

Efficiency

Flexibility

Analytics

Knowledge

Transactions

Collaboration

Office Client

Portal

Mobile

Composite Applications: a Technical View

Composite Applications make use of data and functions provided as services by platforms and applications, combining these into user-centric processes and views, supported by own business logic and specific user interfaces.

Technical characteristics

Usage- and process-centric

Based on services

Loosely coupled to backend systems

Abstracting from backend systems

Dependent on service enabling

Own lifecycle

SAP NetWeaver – Composition Environment

Model Composite Views and Processes. Extend through the development of dedicated application logic

Composite Process: Guided Procedures

Model process flow with graphical tools

Modify with default process components

Assemble workflows from re-usable blocks

User Interface: Visual Composer, Web Dynpro, Adobe Forms

Model UIs graphically

Apply UI changes without coding

Use interactive forms adjustable to specific needs

Business Objects and Services: CAF

Import of Enterprise Services

Model business objects

Compose application logic

Central Question

How do I approach such a composite application?

Lifecycle of SOA-based Applications

Analyzes business requirementsIdentify needed business objects, services, and viewsDiscover available enterprise services in ESR for reuseIdentify missing services for new business logic

Compose and

Orchestrate

Manage and

Optimize

Integrate and Deploy

Model and Build

Design and model business objects (BOs)Implement new business logicModel and build UIsCreate new services reusing existing assets and publish to ESR

Compose views by reusing implemented services and BO'sCompose and orchestrate services and views to form new business process

Manage change and maintain version (governance)Monitor service execution (e.g. performance, availability, process progress, events)

Analyze and Discover

Package and deploy application Configure runtime (adapt to IT landscape)Test and validate applicationExecute application

Example Scenario

Scenario: Customer Service Care

Customer Service Care – A Typical Composite

Highly collaborativeInvolves several roles (customer, account manager, expert, internal clerk) and demonstrates neatly their interplay

Reuse of existing functionalityBefore submitting a complaint, check the availability of the order the complaint is assigned to

Different business objects stored in different locationsAlready existing business objects: customer, product, and order.New business object: complaint

Interactive steps mixed with background stepsInteractive steps: Enter Complaint; Decide On Complaint; Evaluate ComplaintBackground step: Create Complaint

Rich user experience (online and offline)

12 Steps to Specify a Composite Application

1. General Application Information

2. Processes Overview

3. General Process Information

4. Roles

5. Visualization of Process Flow

6. Step Data

7. Exception Handling

8. Business Objects Overview

9. Business Object

10. UI Mockup

11. UI Description

12. Services

General Info

Process Info and Roles

Business Exceptions

Business Objects

User Interfaces

Services

General Note

Goal of the guide:Explain how to collect composite relevant data in a structured wayAchieve a high coverage of all aspects that influence the design of a compositeExplain the questions in detail to give the right guidanceDownload the guide: https://www.sdn.sap.com/irj/sdn/weblogs?blog=/pub/wlg/4356

Consequence: forms are very detailedSometimes hard to answerRecommendation– Leave answers open or postpone them to a later stage– Cooperate with the architect as early as possible on certain more technical oriented

topics (e.g. business object specification or service specification)- Increases the quality of the overall specification- Results in lesser rework afterwards

The more information the architect gets the better he can design the application

Form (Template): General Information (Executive Summary)

Describe the business problem the new solution addresses

Missing process or deficiencies of the current process

Describe the idea of the solution

How do you want to improve the situation described above?Goal: external reader must be able to grasp the basic idea of the solution

Describe the market and the value of the solution (attach business case)

Values such as: improve efficiency, improve flexibility, cost related values (reduce costs, better cost control), reduce error rate, increase throughput, increase accuracy, increase customer satisfaction

Backend integration: solution should support several releases of the accessed backend systems

Yes (if yes add information about supported systems)No

Basic numbers (e.g. # users; # business objects; access frequency)

Form (Example): General Information (Executive Summary)

Describe the business problem the new solution addresses

The Customer Complaint Management process as it is currently implemented in many companies, is not working efficiently! Typically data is coming in from different sources not coming together: telephone, e-mail, mail, … Additionally it happens that important information for the decision on a complaint is not available or their retrieval is cumbersome. Sometimes the process comes to a halt because a responsible person is on vacation leading to reduced customer satisfaction. Finally: the opportunity to gather valuable information about the quality of products passes by!Describe the idea of the solution

By introducing a workflow system that is responsible for supervising the complete Customer Complaint Management process, that can assign tasks to the right person at the right time, that can call services from different systems to collect appropriate information for decisions, and that allows to gather quality relevant information efficiently will improve the situation significantly!

Describe the market and the value of the solution (attach business case)

Market analysis show that x% of the companies have no or not sufficient complaint management processes in place and that for y% of those companies customer service care processes play an important role. These companies are also willing to invest in appropriate solutions. From this the following numbers can be derived:…In summary the benefits of this solution will be: Improved efficiency, reduced costs, increased quality of products, increased customer satisfaction

Backend integration: solution should support several releases of the accessed backend systems

Yes (R/3 4.6c, mySAP ERP 2005)No

Basic numbers (e.g. # users; # business objects; access frequency)

#users: 200 per month…

Form (Template): Processes Overview

Process title Description

Form (Example): Processes Overview

Process title Description

Customer Service Care Focus: treatment of customer complaints. Customer enters complaint which is handed over to the responsible account manager who is in charge of deciding on the complaint. If necessary he can involve an independent expert who supports him on this decision. Once decided the customer gets a notification about the decision and the order the complaint was associated to is updated.

Form (Template): General Process Information (for each process)

Process title: <Enter title of process here>

Information Description

When and How is the process integrated/started (think about pre-conditions that have to be fulfilled before the process can start)?

Due Date handling <description comes here>

Number of parallel instances of this process(= number of concurrent users)

Form (Example): General Process Information (for each process)

Process title: Customer Service Care

Information Description

When and how is the process integrated/started (think about pre-conditions that have to be fulfilled before the process can start)?

Start option: manually. The process should be started every time a customer fills out the central complaint web page. Once the customer submits the form, the process should start.Pre-condition: An order must exist so that the customer can reference it in his complaint.

Due date handling Yes: due to SL agreements with customers this can vary. It would be great to keep it as a parameter. In average a complaint should be finished within 3 days:Due Date: fires 3 days after start of the process; Action to be taken: send E-MailFirst notification to be fired 36 hours after start of the process; Action to be taken: send E-Mail

Number of parallel instances of this process(= number of concurrent users)

Ca. 60

Form (Template): Roles (to be filled out for each process)

Role Description

Role Summary for Process: <Enter title of process here>

Form (Example): Roles (for each process)

Role Description

Customer Customer who enters the complaint

Account Manager Account Manager for that particular customer, who has to decide on the complaint

Expert An external specialist for analyzing damaged hardware

Clerk A colleague of the Account Manager responsible for order management

Role Summary for Process: Customer Service Care

Visualize Process Flow (e.g. UML, Visio, PPT…)

Form (Template): Step Data (to be filled out for each process)

Steps for Process: <Enter title of process here>StepNo

StepTitle

StepDescription

Interactive (I)or

Background (B)

Man-datory

Needed Services

(numbers)

Due date handling required

<# of step

<enter description of

business logic here>

<reference number to

a service of the service

<Y –if so define the

rule- or N>

<enter responsib

le role here

<list all possible exits of the

step here and for each exit assign the

number of the next step>

ExitsNext Step

Form (Example): Step Data (to be filled out for each process)

StepNo

StepTitle

StepDescription

Interactive (I)or

Background (B)

Man-datory

Needed Services

(numbers)

Due date handling required

1 Enter Complaint

Customer enters a lengthy

description of the complaint

I Y 2 N Customer

Customer

Account Manager

4 Receive Reason

Customer receives decision

I Y - N Customer 1. Default end

6 Evaluate Complaint

Expert gives recommendation

I Y - Y (within 24 hours)

Expert 1. Default end

7 Update Order

Clerk updates original order

I Y 3 Y (within 24 hours)

Clerk 1. Default end

5 Message to clerk to update order

Manager creates message for

I Y - N Account Manager

1. Default 7

1. Default 2

2 Create Complaint

Creates a new complaint

B Y 1 N 1. Default 3

3 Decide On Complaint

Manager decides on complaint

I Y - Y(within 24

hours)

1. Accepted 4,52. Rejected 43. Expert 6

ExitsNext Step

Steps for Process: Customer Service Care

Form (Template): Exception Handling (for background steps)

Exception Handling

ExceptionNo

Exception # of step Action

<enter # of step here –

must be a back-ground step>

Continue/Retry/

Terminate

Form (Example): Exception Handling (for background steps)

Exception Handling

ExceptionNo

Exception # of step Action

Offer a screen which allows to select a new user and delegate the task to a colleague; after the colleague confirmed the complaint the background call for creating the complaint has to be repeated. See UI „Pick Delegate“

Offer a screen which allows to select a new user and delegate the task to a colleague; after the colleague was able to correct the order the service call has to be repeated. See UI „Pick Delegate“

Continue/Retry/

Terminate

User has no rights for creating the complaint

Order cannot be updated due to changes of the order in the backend system (conflict with parallel actions on the backend system itself)

Form (Template): Business Objects Overview

Business Object’s Name Description

Form (Example): Business Objects Overview

Business Object’s Name Description

Complaint Holds data about the complaint entered by the customer (e.g. text of the complaint, reference to the customer entering the data, reference to the order this complaint is associated to etc.)

Order Every complaint must be associated to an order. The order objectcontains several line items. One of the line items must contain the product the complaint refers to.

Product Each line item of an order refers exactly to one product business object. It contains detailed information about the product itself (e.g. name, product number etc.).

Customer Stores detailed information about the customer entering the complaint.

Form (Template): Business Object Data (for every Business Object)

Business Object: <enter name of BO here>

Field Type Length/Number Range

Mask -Pattern

New Used in Step Sample Data

Relationships for Business Object: <enter name of BO here>

To Business Object Relationship Type(Composition / Association)

Cardinality

Form (Example): Business Object Data (for every Business Object)

Business Object: Customer

Field Type Length/Number Range

Mask -Pattern

New Used in Step Sample Data

Complaint Text

String 1024 Not relevant

Y 1,2,3 Millennium 2000 GmbH

Relationships for Business Object: Customer

To Business Object Relationship Type(Composition / Association)

Cardinality

Order Association 1..n

Complaint Association 0..n

Form (Template): Business Object Data cont‘d

Mapping Information for Business Object: <enter name of BO here>(only applicable if fields already exist in backend systems):

Field System/SAP Component

System-/SAP-specific Business Object or Service

Field or Service

Parameter

<enter external system info here (system type, vendor,

release, etc.)>

Additional Information:

Informtion Description

How many BO’s of this type do you expect for the composite? <description comes here>

If the BO exists in a backend system: is it possible that the BO will be changed in the backend system while it is used in the composite?

How will the BO be used in the composite (Create, Read, Update, Delete)? <description comes here>

Will the BO survive the business process? <description comes here>

Form (Example): Business Object Data cont‘d

Mapping Information for Business Object: Customer(only applicable if fields already exist in backend systems):

Field System/SAP Component

System-/SAP-specific Business Object or

Service

Field or Service

Parameter

CustomerName mySAP ERP 2005 CUSTOMER NAME1

Additional Information:

Informtion Description

How many BO’s of this type do you expect for the composite? Ca. 1.000.000

If the BO exists in a backend system: is it possible that the BO will be changed in the backend system while it is used in the composite?

How will the BO be used in the composite (Create, Read, Update, Delete)? R

Will the BO survive the business process? Yes

Create UI Mockup (e.g. PPT…) (for every interactive step)

UI Mockup for step: <# of step> (<enter name of UI here>)

Enter Complaint

Customer Name: Panorama Studios, P. Miller

Order Number: 5001658

Complaint Text: 15 Flat Future monitors don‘t work. Please replacethem.P. Miller

Complaint Date: 07.09.2006

Submit

Form (Template): UI Data for Mockup (for every interactive step)

UI Description for step: <# of step> (<enter name of UI here>)Online Form: <Yes/No>Offline Form: <Yes/No>

Business Object

Field Table<Y/N>

Read / Modify

Additional Info

Man-datory<Y/N>

Value Help (if yes, which service?)

Field Validation(only applicable for input fields)

Sample Data

<Y with number of

service that delivers the data for the

value help or N>

Form (Example): UI Data for Mockup (for every interactive step)

UI Description for step: 1 (Enter Complaint)

Online Form: YesOffline Form: No

Business Object

Field Table<Y/N>

Read / Modify

AdditionalInfo

Man-datory<Y/N>

Value Help (if yes, which service?)

Field Validation(only applicable for input fields)

Sample Data

Customer CustomerName

Complaint ComplaintDate

N M DatePicker

Y N Value must not be in the future

12.07.2006

R Text OutputField

Order OrderNumber

R Text OutputField

Complaint ComplaintText

M TextEditor

Y N Millennium 2000 GmbH

Form (Template): Service (to be filled out for every service)

Service Number: <# of service>

Attribute Description

Service Name <enter service name here>

Input Parameters <list all input parameters here; each parameter name must follow the pattern „BO_Name.BO_Field“, e.g. Customer.Firstname>

Output Parameters <list all output parameters here ; each parameter name must follow the pattern „BO_Name.BO_Field“, e.g. Customer.Firstname >

Exceptions <list numbers of all business exceptions here (must be listed on the „exception handling“ form)>

Business Logic (Prose) <describe what happens during the service call>

Relying on which Services <list all service numbers this service needs to fulfill its functionality>

Mapped Against External Service <if available, name the service name of the external system>

External Service Running On (System Information, Release etc.)

Form (Example): Service (for every service)

Service Number: 1

Service Name Create Complaint

Input Parameters Customer.Customer_IdOrder.Order_IdComplaint.Text

Output Parameters Complaint.Complaint_Id

Exceptions -

Business Logic (Prose – describe what happens) A new Customer business object has to be created

Relying on which Services (list all services this service needs to fulfil its functionality)

Mapped Against External Service -

Form (Example): Service (for every service)

Service Number: 2

Service Name Check Order Availability

Input Parameters Order.OrderNumberCustomer.CustomerNumber

Output Parameters Yes/No

Exceptions -

Business Logic (Prose – describe what happens) Checks the availability of the given order for the given customer

Relying on which Services (list all services this service needs to fulfil its functionality)

Mapped Against External Service -

Summary

The composition capabilities of SAP NetWeaver allow the efficient development of composite application, reusingexisting assets, driving simplicity and agility

SAP’s methodology guidelines like the Product Manager’s / Business Expert’s Guideline, the Architecture Guideline, or the Developer Guideline help you to efficiently specify, plan, and develop composite applications

With the Product Manager’s / Business Expert’s guideline in your hands go ahead and specify / develop composite applications NOW

Expect continuous improvement of SAP’s composition capabilities and methodologies

THANK YOU FOR YOURATTENTION !

QUESTIONS – SUGGESTIONS – DISCUSSION

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