Transcript Miele Sales Template Rollout VG USA preparation

SAP im globalen Einsatz
Andere Länder – andere Sitten
Anforderungen an das SAP CC
Sendenhorst, 21 Feb 2008
The importance of international business increases
Miele Group Sales in EURO m
2.737
2.539
2.189
2.149
2.262
1.949
1.430
+ 10,1 %
Germany
+ 2,5 %
1.771
1.460
1.560
742
671
685
751
770
2002
2003
2004
2005
2006
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
Abroad
21. Feb 2008
2
Our domestic appliances and products for commercial applications
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
3
Content
Initial situation
Template approach
Implementation and rollout
Operational model
Miele global business is covered by ~40 sales and service units
Cultural
specifics
range of organisational size
Complete range
of time zones
Regional
coverage
Language
capabilities
Individual sourcing models
…
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
…
21. Feb 2008
5
The target: The Miele Sales Template simplifies the system landscape
VG Processes
Marketing/
Sales
Service
VG 1
VG 2
VG 3
…
…
…
…
…
…
…
Notes
…
Service
appl.
VG 38
Miele Sales Template
…
…
mySAP
CRM
Service
appl.
Interaction Center
W1)
…
Mobile Field Support
Logistics
SAP
R/3
B
C
…
SAP
BW
SAP
R/3
E-Business
Admin
Individual local solutions result in
an overall complicated further development
Sales Template allocates
Miele Best Practices
VG = Vertriebsgesellschaft
1) W = Workforce Management Solution
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
6
Content
Initial situation
Template approach
Implementation and rollout
Operational model
Sales Template allocates Miele „Best Practices”
Involved
Countries
Result
VG N
Call Center
Mobile field support
VG CH
Complaint Mgmt
VG GR
Workforce Mgmt.
E-Business
Professional business
VG USA
3rd party integration
VG F
Miele
Sales
Template
VG AT
VG CZ
Further VGs
VG = Vertriebsgesellschaft
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
8
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 denominator
Efficient system
development
enhancements
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
9
Sales Template shares business and technical efficiency
Business perspective
Technical perspective
► Enables Miele best practices
for all VGs
► Delivers one unique system
platform
► Delivers highly integrated
process flows
► Improves time to market
requirement realisation
Miele Sales Template
► Enables new business
processes for most VGs
► Integrates VGs system
landscape
► Improves process
efficiency
► Shares professional
IT-services
► Allows cross border shared
services
► Ensures secure system
operation
► …
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
Multilevel
know-how
transfer
21. Feb 2008
► …
10
Content
Initial situation
Template approach
Implementation and rollout
Operational model
Sales Template approach business driven
2005
2006
Verification
Specification
2007
Implementation
Roll-out
VG
Business requirement recording of 7 countries
Detailed process and system solution design
Realisation based on
mySAP CRM release 5.0
Miele best practice
identification
SAP negotiation for licences and consulting
35 parallel working SAP spe- Roll-out methodcialists all over the world
ology defined
Decision making for mySAP CRM
Integration of further Miele
system
business experts
4 project modules cover all
aspects of implementation
First roll-out activities
already started
First key-user trainings conducted
Close synchronisation with Supply Chain Management project
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
12
The Miele Sales Template at a sketch
Interaction Centre
Sales
Mobile Field applications
Service
Sales
E-Business
Service
Sales
Service
mySAP CRM
Enterprise Sales
Sales
Order
Opportunity Activitymgmt.
mgmt.
Marketing
mgmt.
Billing/
Pricing
Enterprise Service
Service
Order
Complaint
mgmt.
Contract
mgmt.
Master
data
mgmt.
mySAP SCM
mySAP R/3
Logistik
Finance &
Controlling
mySAP BW
Sales
Other
Analytics
Service
order optimisation
Comprehensive functions/systems
Middleware
Archiving
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
Authorisation
21. Feb 2008
Duplicate check
…
13
Sales Template project organisation integrates business and IT
Project Management
Business & IT representatives
Service
Template
Team
Marketing/Sales
Admin
Miele Business Team
Template Release
Development
Miele IT Team
CH
Local Rollout
Team
Logistics
GR
…
Rollout Project Management
Rollout Coordinator
Local VG project manager
Central Miele coordinator
Local VG business process owner
Local VG key user
Local Miele Sales
Template Rollout
Central Miele IT department
Local VG IT
Local implementation partner
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
14
Business needs define rollout project
Business
Change Mgmt.
Set-up
Marketing/Sales
Specification
Realisation
Go-live
preparation
Go-live &
support
Project
kick-off
System demo/
gap analysis
Configuration/
customising
Data migration
System cut
over
Project team
training
Requirement
management
System documentation
End user
training
Hyper
care
Detailed project
planning
Local template
design
Template unit/
module testing
System
testing
System
operation
Service
Logistics
Admin
Scope
Project
organisation
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
Local
blueprint
Configured
system
21. Feb 2008
Tested
system
Live
System
15
Content
Initial situation
Template approach
Implementation and rollout
Operational model
Organisational model focussed on business needs
Business
Miele IT
Business
Central IT (GT)
Factories
Factories
Development
and
excellence
Marketing/Sales
Business
development
Service
VGs
Logistics
Operation
and Service
Center
Regional
centers--
VGs
Business
operation
Admin
Group Process
Owner
Central
units
Technologies
and
infrastructure
Central
units
VG support
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
17
3 level support structure for global IT support
Existing
New: Global IT support organisation
Internal user
External user
Americas
1st level
Europe Middle East Africa
LE
OE
GTG
GTE
UN
…
VGD
GTZ
Asia
Pacific
Hotline
GT
Regional service center
Service Center (SC) Gütersloh
2nd level
Service group 1
Service group 2
Service group 3
...
Corp. IT
3rd level
Department 1
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
Department 2
21. Feb 2008
Department 3
...
18
IT-process model
Requirement Mgmt
Contact
Mgmt.
Release
Mgmt.
Software
Engineering
Test
Mgmt
Change
Mgmt.
Configuration Mgmt.
Availability
Mgmt.
Capacity
Mgmt.
Security
Mgmt.
User
Training
Enabling
processes
Incident/ Problem 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
21. Feb 2008
19
Key success factors for global IT-support
S
A
L
E
S
Business driven project and operation with shared responsibility of business and IT
T
E
M
P
L
A
T
E
Complex system landscape requires excellent know how for development and operation
Miele IT - Christian Grotowsky
080221_MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008
20