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SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an das SAP CC

SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an das SAP CC. Sendenhorst, 21 Feb 2008. Miele Group Sales in EURO m. Abroad. + 10,1 %. Germany. + 2,5 %. The importance of international business increases. 2.737. 2.539. 2.189. 2.262. 2.149. 1.949. 1.771. 1.430.

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SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an das SAP CC

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  1. SAP im globalen EinsatzAndere Länder – andere SittenAnforderungen an das SAP CC Sendenhorst, 21 Feb 2008

  2. Miele Group Sales in EURO m Abroad + 10,1 % Germany + 2,5 % The importance of international business increases 2.737 2.539 2.189 2.262 2.149 1.949 1.771 1.430 1.560 1.460 770 742 751 671 685 2002 2003 2004 2005 2006 Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  3. Our domestic appliances and products for commercial applications Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  4. Content Initial situation Template approach Implementation and rollout Operational model

  5. range of org-anisational size Regional coverage Individual sour-cing models … Miele global business is covered by ~40 sales and service units Cultural specifics Complete range of time zones Language capabilities … Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  6. Miele Sales Template The target: The Miele Sales Template simplifies the system landscape VG Processes VG 1 VG 2 VG 3 VG 38 Marketing/Sales SAPR/3 B C … SAPBW SAPR/3 mySAPCRM Notes … … … … … … … … … Interaction Center Mobile Field Support E-Business Service Serviceappl. … Serviceappl. W1) … Logistics Admin Individual local solutions result in an overall complicated further development Sales Template allocatesMiele Best Practices VG = Vertriebsgesellschaft 1) W = Workforce Management Solution Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  7. Content Initial situation Template approach Implementation and rollout Operational model

  8. Selection Call Center Mobile field support Complaint Mgmt Workforce Mgmt. E-Business Professional business 3rd party integration Sales Template allocates Miele „Best Practices” InvolvedCountries Result VG N MieleSalesTemplate VG CH VG GR VG USA VG F VG AT VG CZ Further VGs VG = Vertriebsgesellschaft Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  9. schematic Template approach for rollout with local and global responsibility Copy and adapt Subsidiary 1 2 3 4 5 Sequential consideration of requirements Structural limitation in case of return of requirements Pilot Successive Template approach Basis: Highest common denomi-nator Efficient system development enhancements Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  10. Sales Template shares business and technical efficiency 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 • … Miele Sales Template Multilevel know-how transfer Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  11. Content Initial situation Template approach Implementation and rollout Operational model

  12. Sales Template approach business driven 2005 2006 2007 Verification Specification Implementation Roll-outVG 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 First roll-out activitiesalready started Roll-out method-ology defined First key-user trai-nings conducted Close synchronisation with Supply Chain Management project Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  13. The Miele Sales Template at a sketch Interaction Centre Mobile Field applications E-Business Sales Service Sales Service Sales Service mySAP CRM Enterprise Sales Enterprise Service Billing/Pricing Sales Order Opportunity mgmt. Activity- mgmt. Marketing mgmt. Service Order Complaintmgmt. Contractmgmt. Master data mgmt. mySAP SCM mySAP R/3 mySAP BW Other Logistik Finance & Controlling Sales Analytics Service order opti-misation Comprehensive functions/systems Middleware Archiving Authorisation Duplicate check … Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  14. Project Management Business & IT representatives Rollout Coordinator Central Miele coordinator Marketing/Sales Service Logistics Admin Rollout Project Management Local VG project manager Central Miele IT department Local VG IT Local implementation partner Sales Template project organisation integrates business and IT Template Team Template ReleaseDevelopment Miele Business Team Miele IT Team CH GR … Local Rollout Team Local VG business process owner Local Miele SalesTemplate Rollout Local VG key user Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  15. Set-up Go-livepreparation Go-live &support Marketing/Sales Project kick-off Project team training Detailed project planning Data migra-tion End user training System testing System cut over Hyper care System operation Service Logistics Admin Scope Projectorganisation Localblueprint Configuredsystem Testedsystem LiveSystem Business needs define rollout project BusinessChange Mgmt. Specification Realisation System demo/gap analysis Requirement management Local template design Configuration/ customising System doc-umentation Template unit/module testing Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  16. Content Initial situation Template approach Implementation and rollout Operational model

  17. Business Miele IT Business Factories Central IT (GT) Factories Development and excellence VGs Regionalcenters-- VGs Operation and Service Center Marketing/Sales Service Business develop-ment Business operation Logistics Admin Technologies and infrastructure Centralunits Centralunits Group ProcessOwner VG support Organisational model focussed on business needs Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  18. LE OE GTG GTE UN Service group 1 Department 1 Department 2 Service group 2 Department 3 Service group 3 ... ... 3 level support structure for global IT support Existing New: Global IT support organisation Internal user Ameri-cas AsiaPacific Europe Middle East Africa External user … VGD GTZ HotlineGT 1st level Regional service center Service Center (SC) Gütersloh 2nd level Corp. IT 3rd level Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  19. IT-process model Simplified ChangeMgmt. UserTraining Require-ment Mgmt ReleaseMgmt. SoftwareEngineering Test Mgmt AvailabilityMgmt. SecurityMgmt. Configura-tion Mgmt. CapacityMgmt. Contact Mgmt. Enablingprocesses Incident/ Pro-blem Mgmt. Enabling processes deliver information for customer relevant support processes High support quality requires overall optimisation of relevant processes Mgmt. = Management Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

  20. Business driven project and operation with shared responsibility of business and IT Complex system landscape requires excellent know how for development and operation Key success factors for global IT-support SAL E S T EMP L A T E Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

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