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


3

Our domestic appliances and products for commercial applications

ContentInitial situation

Template approach

Implementation and rollout

Operational model


5

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

…


6

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


Template approach


Operational model


8

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


9

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


10

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


Template approach


Operational model


12

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


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


14

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


15

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


Template approach


Operational model


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


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


19

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


20

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

sendenhorst, 21 feb 2008 sap im globalen einsatz andere länder – andere sitten anforderungen an...

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