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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 l nder andere sitten anforderungen an das sap cc

SAP im globalen EinsatzAndere Länder – andere SittenAnforderungen an das SAP CC

Sendenhorst, 21 Feb 2008

the importance of international business increases

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

our domestic appliances and products for commercial applications
Our domestic appliances and products for commercial applications

Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt

slide4

Content

Initial situation

Template approach

Implementation and rollout

Operational model

miele global business is covered by 40 sales and service units

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

the target the miele sales template simplifies the system landscape

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

slide7

Content

Initial situation

Template approach

Implementation and rollout

Operational model

sales template allocates miele best practices

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

template approach for rollout with local and global responsibility

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

sales template shares business and technical efficiency
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

slide11

Content

Initial situation

Template approach

Implementation and rollout

Operational model

sales template approach business driven
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

the miele sales template at a sketch
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

sales template project organisation integrates business and it

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

business needs define rollout project

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

slide16

Content

Initial situation

Template approach

Implementation and rollout

Operational model

organisational model focussed on business needs

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

3 level support structure for global it support

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

it process model
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

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

Key success factors for global IT-support

SAL

E

S

T

EMP

L

A

T

E

Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt