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TRANSCRIPT
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SOA Productized Services –Sales Order Tracking
© SAP 2009
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Disclaimer
This presentation outlines our general product direction and should not be
relied on in making a purchase decision. This presentation is not subject to
your license agreement or any other agreement with SAP. SAP has no
obligation to pursue any course of business outlined in this presentation or to
develop or release any functionality mentioned in this presentation. This
presentation and SAP's strategy and possible future developments are
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assumes no responsibility for errors or omissions in this document, except if
such damages were caused by SAP intentionally or grossly negligent.
© SAP 2009
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© SAP 2009
Sales Order Tracking Scenario
ProofPoint initiative, Productized Services
AS-IS Challenges
TO-BE Business Benefits
System Landscape (products, version)
Enterprise Services used
Demo (recorded)
Optimum Quantitative Benefits
Technical Architecture
Summary
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What is a SOA Productized Service
KEY MESSAGE
A Productized Service is :
a business scenario as a composite
with enterprise services.
Has to be implemented at 2 or more
customers
Results in comprehensive
documentation to enable other
customers/partners to repeat the
implementation
Can be easily reused – via
productized offerings (comprising of
documentation, composite
application, consultancy)
Enterprise
SOA
Proofpoint
Documentation of
business scenario
Business Case with
Quantitative KPIs
Technical
Documentation
Support
Professional SAP
Services’ Description
Lessons Learned
Documented
Requirements
The ProofPoint program generated productized SOA offering.
© SAP 2009
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What is a Proof Point Productized Offerings
First Report of Injury
Logistic Assessment
Field Service Experience Management
Inventory Level Replenishment
Maintenance Order Processing
Returns Merchandise Authorization
Processing
Sales Order Issue Resolution
Contingent Workforce Management
Sales Order Change Management
Maintenance
Service
Collaboration
Service Order
Execution
Inventory
Lookup
Sales Order
Tracking
Proof Point Candidates
Productized
Offerings
Wholesale Industry
Add industry
© SAP 2009
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Threat to Wholesale Distribution
* Annual State of Logistics Report, 15th Edition; Delaney, Bob and Wilson, Rosalyn (CLM, June 2004)
** Zentes, Institute of Retail and International Marketing, Saarbrücken, 2006
*** U.S. Census, 2006 (Total Trade Turnover consists of Retail Trade and Wholesale Trade)
Increased efficiency of logistics service providers in logistics core functions*
Doubling of revenue over last 10 years*
Technical advantage as a result of state-of-the-art IT
Suppliers
Wholesaler bypassed (ECR strategy)
Verticalization of manufacturers
Need for individualized services, such as assembling and packaging
Direct purchase of goods from manufacturer (ECR strategy)
Demand for private labels and customer-specific products
Distribution of own retail chains
Logistics service providers Customers
How can wholesalers
ensure they survive?
Fight for market share► Three steps to
success
© SAP 2009
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Business Scenario Players:
Sales Order Tracking process
SupplierLogistic Service Provider
Wholesaler
Customer
Wholesaler Customer Service
Product can comes from WD or/and
from supplier in the same SO
© SAP 2009
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Finish Customer
Call
Verify
Customer
Order Data
and Status
Call supplier
to receive
recent Info
Verify Customer
Order statusCheck with
3PL for
delivery date
Call 3PL to
receive
recent Info
Call
Distributor
to confirm
status
Current Process Challenges
Issues on Distributor-side• Low visibility on availability
of non stock or out of stock
goods
• Low transparency on shipping
and delivery date
• Telephone costs
• Resources bound
Issues on Supplier & 3PL-
side• Telephone costs
• Resource Costs
Issues on Customer-side• Unsatisfying service quality
• No instant feedback
• Low transparency on
order and delivery status
• Extensive Customer wait times
© SAP 2009
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Natively Integrated Industry
Processes on ONE Open Platform
Receivecustomer call
Verify customer SO
data in WD system
Check supplier
system for order status
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
Supplier
WholesalerLogistic Service Provider
Customer
© SAP 2009
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DEMO
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Business Scenario
Order tracking
CSR – Customer Sales Responsible
Check supplier
system for order status
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
Receivecustomer call
Verify customer SO
data in WD system
© SAP 2009
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Business Scenario
Order tracking
CSR – Customer Sales Responsible
Receivecustomer call
Verify customer SO
data in WD system
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
© SAP 2008 / Enterprise SOA for the SAP Business Suite InfoDays 2008 / Page 1,
© SAP 2008 / Enterprise SOA for the SAP Business Suite InfoDays 2008 / Page 1,
© SAP 2008 / Enterprise SOA for the SAP Business Suite InfoDays 2008 / Page 1,
Check supplier
system for order status
© SAP 2009
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Business Scenario
Order tracking
CSR – Customer Sales Responsible
Receivecustomer call
Verify customer SO
data in WD system
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
Check supplier
system for order status
© SAP 2009
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Business Scenario
Order tracking
CSR – Customer Sales Responsible
Receivecustomer call
Verify customer SO
data in WD system
Check supplier
system for order status
Check 3PL system for
delivery date
Update customer on status info
Obtain tracking
number
© SAP 2009
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Business Scenario
Order tracking
CSR – Customer Sales Responsible
Receivecustomer call
Verify customer SO
data in WD system
Check supplier
system for order status
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
© SAP 2009
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Optimum Quantitative Benefits
Value Source Change Impact
CSR Efficiency – Stocked Items 4 min. 2 min. 50% reduction
Reduce the time CSRs spend providing order
status information
Average duration of stocking call
Reduce from 4 steps to 2 steps
CSR Efficiency – Sourced Items 12 min. 4 min. 66% reduction
Reduce the time CSRs spend providing order
status information
Average duration of stocking call
Reduce from 9 steps to 3 steps
CSR Efficiency – On-line Items 4 min. 0 min 100% reduction
Reduce the time CSRs spend providing order
status information
Average duration of stocking call
Reduce from 9 steps to 3 steps
Additional Benefits
Reduce time for other groups – Sales, A/R, Credit – searching for order status
Improve customer service – reduce customer wait time
Improve customer satisfaction for source items – by improving overall competency
and responsiveness
Reduce overall CSR call volume – by transitioning customers to on-line service for
order tracking
© SAP 2009
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Software Components Used – Detailed View
NetWeaver 7.0
SPS13
Enterprise Services
WAS ABAP
Development
Tools
NW Developer
Studio 7.1
ERP 6.0 SP9, EhP4
CE 7.1
WAS J2EE
Web
Dynpro
NW
EP
WAS J2EE
© SAP 2009
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Enterprise Services Used
Order tracking
CSR – Customer Sales Responsible
Receivecustomer call
Check supplier
system for order status
Obtain tracking
number
Check 3PL system for
delivery date
Update customer on status info
FindCustomer
Find Sales order
Check S/O Status
Verify customer SO
data in WD system
© SAP 2009
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Technical Architecture
Receivecustomer call
Check supplier system for
order status
Check 3PL system for
delivery date
Update customer on status info
FindCustomer
Find Sales order
Retrieve SO, OD Status
Verify customer SO
data in WD system
Obtain tracking
number
Retrieve Supplier info
Get and Display tracking info
Business Scenario
UI Layer
Application Service Layer
Enterprise Service Layer
SuppliersWholesaler
CAF Services DB
© SAP 2009
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SOA enables Order & Delivery Tracking
- Summary -
Realization
Obtain Tracking Number
Check Supplier System for
Order Status
Check LSP System for
Delivery Date
Receive Customer Call
Verify CustomerOrder Data in WD System
UpdateCustomer OnOrder status
Improved customer satisfaction: Reduced wait time to retrieve order and
shipment status update
Enhanced service offering
Increased internal efficiency at customer,
distributor and supplier Process automation
Reduction of call volume and manual effort
Improved supplier relationship: Enhanced service offering towards wholesaler
Reduced supplier costs
Challenges
Increased Cost Pressure drives
need for higher internal efficiencies
Higher speed of business forces an
increased supply chain visibility
Ease of product accessibility spurs
increased customer loyalty
Benefits
NW 7.0 sp13, ERP ehp3 +4 pre-
release
Utilization of 10 Enterprise Services
User Interface template available
Requires a CE environment for
running the Sales Order tracking
application.
©2008 / Order & Delivery Tracking Scenario Overview
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© SAP 2008 / SAP TechEd 08 / Page 24
Thank you!