virtual rt sap crm service process roundtable - part two 25 january, 2011

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Impact of Service Transformation on SAP CRM Processes – Part II

Virtual Roundtable

Christian Brigode

25th January 2011

2

Logistics

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Agenda

• Roundtable Agenda and Logistics

• Reminder : Bobst Group Processes and SAP implementation across EMEA

7 countries went live on 1st Jan 2011

• Fons Mariën – Bobst Group Service Development Manager

Update on project status

• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes

• Roundtable Summary – What’s next ?

4

Roundtable Participants

Name Company Role

Mary Brown Mettler Toledo SAP CRM Project Coordinator

Fons Mariën Bobst Group Service Development Manager

Jesus Rodriguez Daikin Europe Service Director

Senen Pajaro Novoa Fujitsu Spain President of AFSM Spain

Nick Frank Frank Partners Senior Consultant

Christian Brigode Noventum Senior Consultant

Miguel Reynoso Noventum Partner

Jenny Tryfonos Noventum Marketing Manager

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5© 2010 - All rights reserved Noventum Service Management Consultants Ltd.

Agenda

• Roundtable Agenda and Logistics

• Reminder : Bobst Group Processes and SAP implementation across

EMEA 7 countries went live on 1st Jan 2011

• Fons Mariën – Bobst Group Service Development Manager

Update on project status

• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes

• Roundtable Summary – What’s next ?

© Bobst SA 6

Who is BOBST group?

Service centers

~6000 employees – worldwide operations in 3 market area’sFOLDING CARTON – CORRUGATED BOARD – FLEXIBLE MATERIAL

BOBST MARTIN ASITRADE STEUERINDIACHINABRAZIL

ATLAS ROTOMEC SCHIAVIFISHER & KRECKE

GENERAL

BSC North America

BSC LatinAmerica

BSC ME/ Africa

BSCUK & Scand.

BSCC-EUR

BSCS-EUR

BSC India& SEA

BSC Greater China

BSC Japan & Korea

BSCN-EUR

Production sites

GroupHQ

BOBST Group SALausanne,

Switzerland

SHEET-FED industry WEB-FED industry

www.bobstgroup.com

3 1+1 2+1 2+2 3+3 1+1 5+1 3+2 2

© Bobst SA 7

SAP ECC 6.0 - Project Strategy

Service centers

BSC North America

BSC LatinAmerica

BSC ME/ Africa

BSCUK & Scand.

BSCC-EUR

BSCS-EUR

BSC India& SEA

BSC Greater China

BSC Japan & Korea

BSCN-EUR

BOBST MARTIN ASITRADE STEUERINDIACHINABRAZIL

ATLAS ROTOMEC SCHIAVIFISHER & KRECKE

GENERALProduction sites

SHEET-FED industry WEB-FED industry

Core System(2009)

SAP CSRoll-out(2011)

FUNCTIONAL EXTENSION

GEOGRAPHICAL EXTENTION

SAP - Project Methodology

© Bobst SA 8BPO – Business Process Owner BPM – Business Process Model

BPP – Business Process Procedure

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First Topic to be discussed

• Status on Bobst Group project launch in 7 countriesInitial lessons learned ?

10© 2010 - All rights reserved Noventum Service Management Consultants Ltd.

Agenda

• Roundtable Agenda and Logistics

• Reminder : Bobst Group Processes and SAP implementation across EMEA

7 countries went live on 1st Jan 2011

• Fons Mariën – Bobst Group Service Development Manager

Update on project status

• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes

• Roundtable Summary – What’s next ?

11© 2010 - All rights reserved Noventum Service Management Consultants Ltd.

Second Topic to be discussed

• How to ensure high levels of end-user adoption of new processes and applications and avoid shadow applications and processes being used?

12

A user adoption methodology based on a component process model

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• Component based approach allow end user to digestchunk by chunk

• Example from

• To

ServiceRequest

Management Diagnostics

Scheduling &Monitoring

FieldWork

Reporting & Invoicing

1st Line phone Manual Scheduling2nd line call back Mobile based eBilling

ServiceRequest

Management Diagnostics

Scheduling &Monitoring

FieldWork

Reporting & Invoicing

1st Line phone Optimised Scheduling2nd line call back Mobile based eBilling

13

A user adoption helped by the user involment since the beginning of the project

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• User are involved from the beginning : Component process design Incremental method of setting-up SAP CRM

e.g.screen layouts, etc. Training Measuring User Adoption Review

14

A user adoption methodology based on a learning process

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• Measuring user adoption is done through: Usage (e.g. login rates) Data Quality

(e.g. % of optional information filled)

Business Performance(e.g % of calls closed, etc.)

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Agenda

• Roundtable Agenda and Logistics

• Reminder : Bobst Group Processes and SAP implementation across EMEA

7 countries went live on 1st Jan 2011

• Fons Mariën – Bobst Group Service Development Manager

Update on project status

• How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes

• Roundtable Summary – What’s next ?

16© 2010 - All rights reserved Noventum Service Management Consultants Ltd.

Roundtable Summary – What’s next ? • Other Events:

Service Economics Virtual Roundtable - 23rd March 2011 Including: Competency in using business tools including IT systems

Service & Maintenance Conference – 31ST March 2011

The Netherlands

Live Roundtable: Quicker Implementation Changes in Service Delivery - Reducing Risk of Disruptive Changes

Service Economics Conference - 16th -17th June 2011

The NetherlandsLive Roundtable: The Service Economics of achieving competency in IT tools to deliver a successful solution

SAP CRM Roundtable Virtual Roundtable -21th June 2011 Topics suggested? SAP CRM Proof of Concept?

For more information about these events, visit our website: http://www.noventum.eu/en/current_events

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Contact

• Noventum SAP CRM Contact : Christian Brigode

christian.brigode@noventum.eu

Phone : +33 607 40 65 34

• Noventum : www.noventum.eu