automotive sales and service organizations solution map

Automotive - Sales & ServiceOrganizations

Industry Solution MapEdition 2008

Automotive - Sales & Service OrganizationsOEMs & Suppliers Dealer Network &

CustomersProcurement Sales & Distribution Service

Enterprise Management & Support

Sales & MarketingBrand and Customer Management

Vehicle Lifecycle ManagementChannel Management

Leasing

Vehicle ManagementVehicle Planning & Forecasting

Order-to-Delivery

Service Parts ManagementService Parts Planning

Service Parts Claims and ReturnsService Parts Warehousing

Service Parts Sales

Customer ServiceInteraction Center

Importer Service OperationsWarranty Management

Fleet Management & Rental

Dealer Business ManagementCustomer Management

Vehicle Sales and AdministrationVehicle Service

Parts Management

SAP 2008 / Page 2



Enterprise Management & SupportAnalyticsFinancials

Human Capital ManagementCorporate ServicesOperations Support

Sales & Marketing

Vehicle Management

Service Parts Management

Customer Service

Dealer Business Management

SAP 2008 / Page 3



Enterprise Management & SupportAnalytics

Financial Analytics Operations Analytics Workforce Analytics

FinancialsFinancial Supply Chain

Management Treasury Financial AccountingManagementAccounting Corporate Governance

Human Capital Management

Talent Management Workforce Process Management Workforce Deployment

Corporate Services

Travel Management Environment, Health, and SafetyCompliance ManagementIncentive and Commission

Management Real Estate Management

Operations SupportProject and Portfolio

Management Quality Management Indirect Procurement Global Trade Services

Sales & Marketing

Vehicle Management


Customer Service


SAP 2008 / Page 4

Brand and Customer Management

Marketing Planning and Budgeting(SAP S7,S24,S33 )Campaign Planning (SAP S7,S24,S33 )

Campaign Execution (SAP S7,S24,S33 )Segmentation (SAP S7,S24,S33 )

Segmentation with Channel Partners(SAP S7,S24,S33 )Campaign Analysis (SAP S24,S33 )

Lead Processing (SAP S33 )

Lead Analysis (SAP S33 )

Sales Planning and Forecasting (SAPS33 )Account Processing (SAP S7,S33 )

Activity Analysis (SAP S33 )

Activity Processing (SAP S33 )

Cross-Selling Analysis (SAP S33 )

Customer Lifetime Value Analysis (SAPS7,S33 )Customer Profitability Analysis (SAPS7,S33 )Survey Analytics (SAP S33 )

(continued)

Vehicle Lifecycle Management

Installed Base Analysis (SAP S33 )

Installed Base Processing (SAP S33 )

Vehicle Information Processing (SAPS33 )Vehicle Information Processing withChannel Partners (SAP S33 )

Channel Management

Account and Contact Managementwith Channel PartnersCollaborative SellingLead and Opportunity Managementwith Channel PartnersPartner ManagementQuotation and Order Managementfor Business-on-BehalfVehicle Sales, Warranty, ServiceParts

Leasing

Lease Changes (SAP S7,S33 )

Lease Quotation Processing (SAPS7,S33 )Lease Processing (SAP S7,S33 )

Lease Analysis (SAP S7,S33 )

Lease Inception (SAP S7,S33 )

End-of-Lease Processing (SAP S7,S33 )Billing (SAP S7,S33 )

Sales & MarketingOEMs & Suppliers Dealer Network &


SAP Product Available SAP Product Available with Future Releases Future Focus Partner Product Available Partner Product Available with Future Releases

Sales & Marketing

SAP 2008 / Page 5

Brand and Customer Management

Opportunity Analysis (SAP S33 )

Opportunity Processing (SAP S33 )

Product Proposals (SAP S33 )

Quotation Processing (SAP S7,S33 )

Service Contract and QuotationAnalysis (SAP S7,S33 )Service Contract Processing (SAPS7,S33 )

Vehicle Lifecycle Management Channel Management Leasing

Sales & MarketingOEMs & Suppliers Dealer Network &



Sales & Marketing

SAP 2008 / Page 6

Channel ManagementAccount and Contact

Management withChannel Partners

Account Processing(SAP S23,S29,S31,S33 )Account Processing forChannel Partners (SAPS23,S29,S31,S33 )Activity Processing (SAPS23,S29,S31,S33 )Activity Processing withChannel Partners (SAPS23,S29,S31 )Account Analysis inChannel Management(SAP S23,S29,S31,S33 )

Collaborative Selling

Channel PartnerProcessing (SAPS23,S29,S31,S33 )Setup of ChannelPartner Participation inCollaborative Showroom(SAP S23,S29,S31,S33 )Sales Order ProcessingCollaborative Showroom(SAP S23,S29,S31,S33 )Processing HostedCustomer Sales Ordersfrom CollaborativeShowroom (SAPS7,S23,S29,S31 )Sales Order Analysis forChannel Commerce(SAP S23,S29,S31 )Sales Quotation andOrder Analysis for B2Bin Channel Management(SAP S23,S29,S31 )Managing CatalogContent (SAPS23,S29,S31,S33 )Browsing for andSelecting Products (SAPS23,S29,S31,S33 )

Lead and OpportunityManagement withChannel Partners

Lead Processing (SAPS23,S29,S31,S33 )Lead Processing withChannel Partners (SAPS23,S29,S31,S33 )Lead Analysis inChannel Management(SAP S23,S29,S31,S33 )Opportunity Processing(SAP S23,S29,S31,S33 )Opportunity Processingwith Channel Partners(SAP S23,S29,S31 )Activity Processing (SAPS23,S29,S31,S33 )Activity Processing withChannel Partners (SAPS23,S29,S31,S33 )Sales Order ProcessingB2B (SAPS23,S29,S31,S33 )

Partner Management

Request for ChannelPartner Registration(SAP S23,S29,S31,S33 )Channel PartnerProcessing (SAPS23,S29,S31,S33 )Sales Target Planningwith Channel Partners(SAP S33 )Content Management(SAP S23,S29,S31,S33 )Partner Analysis inChannel Management(SAP S23,S29,S31,S33 )

Quotation and OrderManagement for

Business-on-BehalfManaging CatalogContent (SAPS23,S29,S31,S33 )Browsing for andSelecting Products (SAPS23,S29,S31,S33 )Interactive Configuration(SAP S7,S23,S29,S31 )Quotation Processing onBehalf (SAPS7,S23,S29,S31 )Quotation Processing(SAP S23,S29,S31,S33 )Sales Order Processingon Behalf (SAPS7,S23,S29,S31 )Sales Order Processing(SAP S23,S29,S31,S33 )Billing (SAP S33 )Outbound Processing(SAP S33 )Web Site Monitoring(SAP S23,S29,S31,S33 )Web Analysis (SAPS23,S29,S31,S33 )Sales Quotation andOrder Analysis forBusiness-on-Behalf (SAPS23,S29,S31 )

Vehicle Sales, Warranty,Service Parts

Dealer Vehicle Sales(SAP S7,S33 )Dealer Service PartsOrdering (SAP S2,S7 )Dealer Warranty ClaimEntry (SAP S2,S7 )

Sales & Marketing - Channel ManagementOEMs & Suppliers Dealer Network &



Sales & Marketing

SAP 2008 / Page 7

Vehicle Planning & Forecasting

Business Planning & Simulation (SAP S7,S25 )

Sales Planning and Forecasting (SAP S7,S25,S30 )

Collaborative Planning (SAP S7,S25,S30 )

Incentive Plan Maintenance (SAP S7 )

Planning based on Options (SAP S7,S30 )

Planning based on fully configured Orders (SAP S7,S30 )

Order-to-Delivery

Order-To-Delivery (Built-To-Order)Order-To-Delivery (Locate-To-Order)Order-To-Delivery (Used Vehicle)

Vehicle ManagementOEMs & Suppliers Dealer Network &



Vehicle Management

SAP 2008 / Page 8

Order-to-Delivery

Order-To-Delivery (Built-To-Order)

Vehicle Servicing (SAP S7,S33 )

Vehicle Procurement (SAP S7,S33 )

Vehicle Order Management (SAP S7,S33 )

Incentive Processing

Incentive Plan Maintenance (SAP S7 )

Dealer Vehicle Sales (SAP S7,S33 )

Vehicle Billing (SAP S7,S33 )

Vehicle Delivery (SAP S7,S33 )

Order-To-Delivery (Locate-To-Order)

Vehicle Search (SAP S7,S33 )

Vehicle Reservation (SAP S7,S33 )


Vehicle Order Management (SAP S7,S33 )

Incentive Plan Maintenance

Dealer Vehicle Sales (SAP S7,S33 )



Vehicle Late Order Assignment (SAP S7,S33 )

Vehicle Procurement (SAP S7,S33 )

Order-To-Delivery (Used Vehicle)

Used Vehicle Sales (SAP S7,S33 )

Incentive Plan Maintenance



Vehicle Trade In (SAP S7,S33 )


Vehicle Management - Order-to-DeliveryOEMs & Suppliers Dealer Network &



Vehicle Management

SAP 2008 / Page 9

Service Parts Planning

Strategic SC Design (SAP S32 )

Parts Demand Planning (SAP S7,S32 )

Parts Inventory Planning (SAP S7,S32 )

Parts Supply Planning (SAP S7,S32 )

Parts Distribution Planning (SAPS7,S32 )Supplier Collaboration (SAP S32 )

Supply Chain Monitoring and Control(SAP S7,S25,S32 )Parts Monitoring (SAP S7,S32 )

Service Parts Claims and Returns

Complaints Processing (SAP S7,S32 )

Trade Promotion Validation (SAPS23,S29,S31,S32 )Entitlement Management (SAP S32 )

Billing (SAP S7,S23,S29,S31,S32 )

Product Service Letter Processing (SAPS32 )

Service Parts Warehousing

Inbound Processing and ReceiptConfirmation (SAP S32 )Outbound Processing (SAP S32 )

Physical Inventory (SAP S32 )

Warehousing and Storage (SAP S32 )

Service Parts Sales

Sales Order Processing (SAP S7,S32 )

Sales Order Processing (Third PartyOrder Processing) (SAP S7,S32 )Rebate Agreement Processing (SAPS32 )Entitlement Management (SAP S32 )

Trade Promotion Execution (SAPS7,S32 )Billing (SAP S7,S23,S29,S31,S32 )

Service Parts ManagementOEMs & Suppliers Dealer Network &




SAP 2008 / Page 10

Interaction Center

Help Desk (SAP S2 )

Customer Service and Support withInteraction Center (SAP S2 )Complaints Processing (SAP S2 )

E-Mail Response Management withInteraction Center (SAP S2 )Managing and Analyzing InteractionCenter Operations (SAP S2 )Surveying Customers with InteractionCenter (SAP S2 )Lead Processing (SAP S2 )

Importer Service Operations

Strategic Service Planning (SAP S2 )

Self-Service Support (SAP S2 )

Customer Service and Support (SAPS2 )Service Contract Management (SAPS2 )Service Request Management (SAPS2 )Installed Base Management (SAP S2 )

Service Plan Management (SAP S2 )

Service Order Quotation (SAP S2 )

Service Employee Resource Planning(SAP S2 )Service Order Management and FieldService (SAP S2 )Depot Repair (SAP S2 )

Service Confirmation Processing (SAPS2 )Billing (SAP S2 )

Service Performance Analysis (SAPS2 )

Warranty Management

Service Contract and QuotationAnalysis (SAP S7 )Warranty Claim Processing (SAP S2 )

Billing (SAP S2,S7 )

Warranty Analysis (SAP S2,S7 )

Service Contract Processing (SAPS2,S7 )Product Service Letter Processing (SAPS2 )Credit Memo Processing (SAP S2,S7 )

Product and Warranty Registration(SAP S2,S7 )Warranty Claim Entry (SAP S2,S7 )

Fleet Management & Rental

Vehicle Procurement

Rental or Fleet Agreements

Vehicle Reservation and Allocation

Rental Order Management

Fleet and Rental Billing

Vehicle Tracking

Vehicle Services

Vehicle Finance & Controlling

Vehicle Asset Management

Vehicle Sales

Customer ServiceOEMs & Suppliers Dealer Network &



Customer Service

SAP 2008 / Page 11

Customer Management

Customer Master Data (SAP S5,S7 )

Customer Activities (SAP S5,S7 )

Customer and Vehicles (SAP S5,S7 )

Vehicle Sales and Administration

Vehicle and Vehicle Search (SAP S5,S7 )Vehicle Procurement (SAP S5,S7 )

Quotation and Order Processing (SAPS5,S7 )Order Split, Delivery and Billing (SAPS5,S7 )

Vehicle Service

Labor Operations and Packaging (SAPS5,S7 )Service Order Processing (SAP S5,S7 )

Order Split and Billing (SAP S5,S7 )

Warranty Claims (SAP S5,S7 )

Returns Processing (SAP S5,S7 )

Parts Management

Service Parts Master (SAP S5,S7 )

Parts Order Processing (SAP S5,S7 )

Delivery and Billing (SAP S5,S7 )

Cash Desk (SAP S5,S7 )

Dealer Business ManagementOEMs & Suppliers Dealer Network &




SAP 2008 / Page 12

Financial Analytics

Financial and Management Reporting (SAP S7 )

Financial Planning, Budgeting and Forecasting (SAPS3,S7 )Profitability Analytics (SAP S3,S7 )

Product and Service Cost Analytics (SAP S7 )

Overhead Cost and ABC/M Analytics (SAP S3,S7 )

Payment Behavior Analytics (SAP S7 )

Legal and Management Consolidation (SAP S3,S7 )

Balanced Scorecard (SAP S7 )

Risk Management (SAP S7,S20 )

Management Cockpit (SAP S7 )

Corporate Investment Management (?P2 )

Operations Analytics

Sales Planning (SAP S7 )

Procurement Analytics (SAP S7 )

Inventory and Warehouse Management Analytics(SAP S7 )Manufacturing Analytics (SAP S7 )

Transportation Analytics (SAP S7 )

Sales Analytics (SAP S7 )

Customer Service Analytics (SAP S7 )

Program and Project Management Analytics (SAP S7 )

Quality Management Analytics (SAP S7 )

Asset Analytics & Performance Optimization (SAP S7 )

Workforce Analytics

Workforce Planning (SAP S7 )

Workforce Cost Planning & Simulation (SAP S7 )

Workforce Benchmarking (SAP S7 )

Workforce Process Analytics & Measurement (SAPS7 )Talent Management Analytics & Measurement (SAPS7 )Strategic Alignment (SAP S7 )

Enterprise Management & SupportAnalytics


SAP 2008 / Page 13

Financial Supply ChainManagement

Electronic Bill Presentmentand Payment (SAP S7,S9 )Collections Management (SAPS7,S9 )Credit Management (SAPS7,S9 )Dispute Management (SAPS7,S9 )

Treasury

Treasury and RiskManagement (SAPS7,S12,S14 )Cash and LiquidityManagement (SAPS7,S12,S14 )In-House Cash (SAPS7,S12,S13,S14 )Bank CommunicationManagement (SAPS7,S9,S14,S21 )

Financial Accounting

General Ledger (SAP S7 )

Accounts Receivable (SAPS7 )Accounts Payable (SAP S7 )

Contract Accounting

Fixed Assets Accounting (SAPS7 )Bank Accounting (SAP S7 )

Cash Journal Accounting (SAPS7 )Inventory Accounting (SAPS7 )Tax Accounting (SAP S7 )

Accrual Accounting (SAP S7 )

Local Close (SAP S4,S7 )

Financial Statements (SAPS7 )

Management Accounting

Profit Center Accounting (SAPS7 )Cost Center and InternalOrder Accounting (SAP S7 )Project Accounting (SAP S7 )

Investment Management (SAPS7 )Product Cost Accounting (SAPS7 )Profitability Accounting (SAPS7 )Transfer Pricing (SAP S7 )

Corporate Governance

Audit Information System (SAPS7 )Management of InternalControls (SAP S7,S19 )Risk Management (SAPS7,S20 )Whistle Blower Complaints(SAP S7 )Segregation of Duties (SAPS18 )

Enterprise Management & SupportFinancials


SAP 2008 / Page 14

Talent Management

Recruiting (SAP S1,S7 )

Career Management (SAP S7 )

Succession Management (SAP S7 )

Enterprise Learning (SAP S7 )

Employee Performance Management (SAP S7 )

Compensation Management (SAP S7 )

Workforce Process Management

Employee Administration (SAP S7 )

Organizational Management (SAP S1,S7 )

Global Employment (SAP S7 )

Benefits Management (SAP S7 )

Healthcare Cost Management (SAP S7?P1 )Time and Attendance (SAP S1,S7 )

Payroll and Legal Reporting (SAP S7 )

HCM Processes & Forms (SAP S7,S22,S26 )

Workforce Deployment

Project Resource Planning (SAP S7,S28,S34 )

Resource and Program Management (SAPS7,S27,S28,S34 )Retail Scheduling (SAP S7,S28,S34 )

Enterprise Management & SupportHuman Capital Management


SAP 2008 / Page 15

Travel Management

Travel Request and Pre-trip approval(SAP S1,S7 )Travel Planning - Online Booking (SAPS7 )Travel and Expense Management (SAPS7 )Global Travel Policy Compliance (SAPS7 )Travel and Expense Analytics (SAP S7 )

Environment, Health, and SafetyCompliance Management

Environment, Health & Safety (EH&S)(SAP S7,S8 )Environmental Compliance (SAPS6,S7,S8 )Compliance for Products (SAP S7,S8 )

Incentive and CommissionManagement

Incentive Business Configuration (SAPS7 )Incentive Plan Maintenance (SAP S7 )

Incentive Processing (SAP S7 )

Real Estate Management

Portfolio Management (SAP S7,S11 )

Commercial Real Estate Management(SAP S7,S11 )Corporate Real Estate Management(SAP S7,S11 )Facilities Management (SAPS7,S8,S10,S11 )Support Processes (SAPS7,S9,S11,S14 )

Enterprise Management & SupportCorporate Services


SAP 2008 / Page 16

Project and Portfolio Management

Project Planning (SAP S7,S27 )

Resource and Time Management (SAPS7,S27 )Project Execution (SAP S7 )

Project Accounting (SAP S7,S27 )

Prototyping and Ramp-Up (SAP S7 )

Development Collaboration (SAP S7 )

Quality Management

Quality Engineering (SAP S7 )

Quality Assurance / Control (SAP S7 )

Quality Improvement (SAP S7 )

Audit Management (SAP S7,S7 )

Indirect Procurement

Requisitioning (SAP S7 )

Purchase Order Management (SAP S7 )

Receiving (SAP S7 )

Financial Settlement (SAP S7 )

Global Trade Services

Export Management (SAP S15 )

Import Management (SAP S16 )

Trade Preference Management (SAPS17 )Restitution Management (SAP S16 )

Enterprise Management & SupportOperations Support


SAP 2008 / Page 17

Business Objectives

Scenario: Business Objectives:Account and Contact Management withChannel Partners

Improving Customer Service Strengthen partnerships and account managementImproving Service Delivery Collaborate with business partnersIncreasing Transparency & Accountability Increase data transparencyReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Holistic account view Complete interaction history Optimize customer interaction

Brand and Customer Management Improving Customer Service Collaborate with business partners Provide a single face to the customer Support multi-channel interactionIncreasing Revenue Develop new markets Efficient campaign planning and management Extend market share Improve customer retention and loyaltyReducing Operating Costs & Increasing Efficiency Lower communications expenses Automation and standardization of business processes

SAP 2008 / Page 18

Business Objectives

Scenario: Business Objectives:Collaborative Selling Improving Customer Service

24x7 customer self-service Collaborate with business partners Strengthen partnerships and account managementIncreasing Revenue Extend market shareReducing Operating Costs & Increasing Efficiency Optimize investments in indirect channel Automation and standardization of business processes

Customer Management Increasing Revenue Efficient sales planning and management Improve sales lead generation and process Improve customer retention and loyalty

Fleet Management & Rental Improving Customer Service Raise competitive barriers to entryImproving Service Delivery Reduce administration, improve business processesIncreasing Revenue Provide competitive service offeringsLowering Working Capital Integrated service/repair schedulingManaging Fixed Assets & Resources Reduce lifecycle costs

SAP 2008 / Page 19

Business Objectives

Scenario: Business Objectives:Importer Service Operations Improving Customer Service

Better service levelsImproving Service Delivery Improved quality and accuracyIncreasing Revenue Enable cross-sell/up-sell capabilityLowering Working Capital Shorten order-to-cash cycleReducing Operating Costs & Increasing Efficiency Reduce order processing costs

Interaction Center Improving Customer Service Better service levels 24x7 customer self-service Complaint management and trackingImproving Service Delivery Add 24x7 customer service Faster access to relevant information Personalized customer interaction Provide a single face to the customer Reduce administration, improve business processesIncreasing Revenue Improve customer retention and loyalty

SAP 2008 / Page 20

Business Objectives

Scenario: Business Objectives:Lead and Opportunity Management withChannel Partners

Increase Speed & Efficiency Automate - eliminate errors due to manual processesIncreasing Revenue Improve sales lead generation and process Enable channel partners More efficient lead qualificationIncreasing Transparency & Accountability Provide decision supportReducing Operating Costs & Increasing Efficiency Reduce administration, improve business processes Improve pipeline visibility

Leasing Improving Customer Service Collaborate with business partners Improve product/service qualityIncreasing Revenue Develop service offerings Enable cross-sell/up-sell capability Gain market share with new products and brand extensions Improve sales lead generation and processReducing Operating Costs & Increasing Efficiency Improve asset and maintenance management Reduce cost of services

SAP 2008 / Page 21

Business Objectives

Scenario: Business Objectives:Order-To-Delivery (Built-To-Order) Increase Speed & Efficiency

Increase collaboration (internally & externallyIncreasing Transparency & Accountability Improvement of regulatory compliance Increase data transparencyLowering Working Capital Shorten order-to-cash cycle Visibility to vendor/supplier inventoryReducing Operating Costs & Increasing Efficiency Improve inventory visibility

Order-To-Delivery (Locate-To-Order) Increase Speed & Efficiency Increase collaboration (internally & externallyIncreasing Transparency & Accountability Improvement of regulatory compliance Increase data transparencyLowering Working Capital Shorten order-to-cash cycle Visibility to vendor/supplier inventoryReducing Operating Costs & Increasing Efficiency Improve inventory visibility

SAP 2008 / Page 22

Business Objectives

Scenario: Business Objectives:Order-To-Delivery (Used Vehicle) Increase Speed & Efficiency

Increase collaboration (internally & externallyIncreasing Transparency & Accountability Increase data transparencyLowering Working Capital Shorten order-to-cash cycle Visibility to vendor/supplier inventoryReducing Operating Costs & Increasing Efficiency Improve inventory visibility

Partner Management Improving Customer Service Strengthen partnerships and account management Collaborate with business partnersIncreasing Revenue Enable channel partnersReducing Operating Costs & Increasing Efficiency Optimize investments in indirect channel

Parts Management Improving Customer Service Better service levels Reduce late ordersReducing Operating Costs & Increasing Efficiency Reduce order processing costs Lower logistics costs Reduce inventory levels

SAP 2008 / Page 23

Business Objectives

Scenario: Business Objectives:Quotation and Order Management forBusiness-on-Behalf

Improving Customer Service Shorten proposal/quotation cycleIncrease Speed & Efficiency Automate - eliminate errors due to manual processesIncreasing Revenue Enable channel partners Extend market shareReducing Operating Costs & Increasing Efficiency Streamline order management

Service Parts Claims and Returns Improving Customer Service Better service levels Improve customer retention and loyalty Improve service quality Complaint management and tracking Improve customer satisfaction through faster credits from approved warranty claimsIncreasing Revenue Improve customer retention and loyalty

SAP 2008 / Page 24

Business Objectives

Scenario: Business Objectives:Service Parts Planning Improving Customer Service

Improve forecast accuracy Better service levelsLowering Working Capital Reduce material and component obsolescence Increase inventory turnsReducing Operating Costs & Increasing Efficiency Reduced service parts inventory levels across the service parts network

Service Parts Sales Improving Customer Service Better service levels Improve customer retention and loyalty Improve service quality Reduce late orders Improve service speedIncreasing Revenue Efficient sales planning and management Efficient campaign planning and management Improve customer retention and loyalty Improve order fill rateReducing Operating Costs & Increasing Efficiency Reduce order processing costs

SAP 2008 / Page 25

Business Objectives

Scenario: Business Objectives:Service Parts Warehousing Lowering Working Capital

Improve capacity utilization Reduce inventory carrying costsReducing Operating Costs & Increasing Efficiency Improve inventory visibility Lower logistics costs Reduce inventory levels

Vehicle Lifecycle Management Improving Customer Service Improve product qualityImproving Service Delivery Improve service quality Personalized customer interaction Provide a single face to the customer Collaborate with business partnersIncreasing Revenue Gain market share with new products and brand extensions Improve customer retention and loyalty Reduce time-to-market & volume

Vehicle Planning & Forecasting Improving Customer Service Improve forecast accuracyLowering Working Capital Improve capacity utilizationReducing Operating Costs & Increasing Efficiency Reduce inventory levels

SAP 2008 / Page 26

Business Objectives

Scenario: Business Objectives:Vehicle Sales and Administration Increase Speed & Efficiency

Increase collaboration (internally & externallyLowering Working Capital Shorten order-to-cash cycle Increase inventory turnsReducing Operating Costs & Increasing Efficiency Improve inventory visibility

Vehicle Sales, Warranty, Service Parts Improving Customer Service Collaborate with business partnersIncreasing Revenue Improve customer retention and loyalty Develop new marketsReducing Operating Costs & Increasing Efficiency Lower communications expenses Automation and standardization of business processes

SAP 2008 / Page 27

Business Objectives

Scenario: Business Objectives:Vehicle Service Improving Customer Service

Better service levelsImproving Service Delivery Improved quality and accuracyIncreasing Revenue Enable cross-sell/up-sell capabilityLowering Working Capital Shorten order-to-cash cycleReducing Operating Costs & Increasing Efficiency Reduce order processing costs

Warranty Management Improving Service Delivery Collaborate with business partnersIncreasing Revenue Develop service offeringsIncreasing Transparency & Accountability Improve transparency and auditability of activities Increase data transparencyReducing Operating Costs & Increasing Efficiency Automation and standardization of business processes

SAP 2008 / Page 28

Key Performance Indicators

Scenario: Key Performance Indicators:Account and Contact Management withChannel Partners

Contact Efficiency Customer Satisfaction Index Cost ratio Administration Costs Reductions

Brand and Customer Management Campaign/Event Cost Revenue Ratio Customer Satisfaction Index

Collaborative Selling Brand Awareness Customer Satisfaction Index Number of Channels Sales Cost of Goods Sold To Sale Ratio Sales Cycle Time (Orders)

Customer Management Contact Efficiency Customer Call Rate Campaign/Event Cost Revenue Ratio Number of Leads Generated

Fleet Management & Rental Customer Satisfaction Index Operating Revenue Margin Cost Of Direct Labor To Cost of Goods Sold Ratio

Importer Service Operations Customer Receipt of Order to Installation Complete Delivery Performance to Scheduled Commit Date Percentage of Breakdowns Response Time: Field Service

SAP 2008 / Page 29


Scenario: Key Performance Indicators:Interaction Center Churn

Customer Satisfaction Index Contact Efficiency Percentage of Customer Complaints

Lead and Opportunity Management withChannel Partners

Sales Administration Costs Reductions Win/lost Ratio

Leasing Customer Satisfaction Index Administration Costs Reductions Revenue

Order-To-Delivery (Built-To-Order) Channel Inventory Cost Of Capital Market Share Finished Goods Inventory Days of Supply

Order-To-Delivery (Locate-To-Order) Channel Inventory Cost Of Capital Market Share Finished Goods Inventory Days of Supply Delivery Performance to Customer Request Date

Order-To-Delivery (Used Vehicle) Channel Inventory Market Share Cost Of Capital Finished Goods Inventory Days of Supply

SAP 2008 / Page 30


Scenario: Key Performance Indicators:Partner Management Number of Orders, Line Items, and Shipments in the Channel

Market Share Time to Market

Parts Management Fill Rates Average Working Capital Inventory Carrying Costs Inventory aging Inventory accuracy

Quotation and Order Management forBusiness-on-Behalf

Customer Satisfaction Index Number of Channels Order Entry and Maintenance Costs Order Receipt to Order Entry Complete Time Sales Cycle Time (Orders)

Service Parts Claims and Returns

Service Parts Planning Fill Rates Average Working Capital Forecast Accuracy Inventory aging

Service Parts Sales

Service Parts Warehousing

SAP 2008 / Page 31


Scenario: Key Performance Indicators:Vehicle Lifecycle Management Customer Satisfaction Index

Percentage of Service Requests Average Length of Service

Vehicle Planning & Forecasting Forecast Accuracy Capacity Utilization Demand, Supply Planning Costs

Vehicle Sales and Administration Market Share Cost Of Capital Contribution Margin Rate Revenue

Vehicle Sales, Warranty, Service Parts Channel Inventory Market Share Finished Goods Inventory Days of Supply

Vehicle Service Delivery Performance to Scheduled Commit Date Customer Satisfaction Index Average Length of Service Capacity Utilization Service Costs Revenue Ratio

Warranty Management Customer Satisfaction Index Evaluation Time for Warranty Request Warranty costs

SAP 2008 / Page 32

SAP ProductsKey Description

S1 DUET

S2 SAP Aftersales Support for Automotive

S3 SAP Business Planning and Consolidation

S4 SAP Central Process Scheduling by Redwood

S5 SAP Dealer Business Management for Automotive

S6 SAP Environmental Compliance

S7 SAP ERP

S8 SAP ERP: Environment, Health and Safety

S9 SAP ERP: Financial Supply Chain Management - Biller Direct, Dispute, Credit and Collections Mgmt.

S10 SAP ERP: Sales/Service Order Processing

S11 SAP ERP: SAP Real Estate Management

S12 SAP ERP: Treasury - SAP Bank Communication Management

S13 SAP ERP: Treasury - SAP In-house Cash

S14 SAP ERP: Treasury - SAP Treasury and Risk Management

S15 SAP Global Trade Services - Export

S16 SAP Global Trade Services - Import

S17 SAP Global Trade Services - Trade Preference

S18 SAP GRC Access Control

S19 SAP GRC Process Control

S20 SAP GRC Risk Management

S21 SAP Integration Package for SWIFT

S22 SAP Interactive Forms by Adobe

SAP 2008 / Page 33

SAP ProductsKey Description

S23 SAP Marketing (SAP CRM)

S24 SAP Marketing for Automotive

S25 SAP NetWeaver

S26 SAP NetWeaver Records Management

S27 SAP Resource and Portfolio Management (SAP RPM)

S28 SAP Resource Management for Professional Services

S29 SAP Sales Management (SAP CRM)

S30 SAP Sequenced Manufacturing for Automotive

S31 SAP Service Management (SAP CRM)

S32 SAP Service Parts Planning for Automotive

S33 SAP Vehicle Management for Automotive

S34 SAP Workforce Management for Retail and Wholesale Distribution

SAP 2008 / Page 34

SAP Endorsed Business SolutionsKey Description

P1 Health Benefits Management for ERP v.2.0 by VitalSpring

P2 zetControl Corporate Investment Management (CIM) 1.5. by zetVisions

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SAP 2008 / Page 35

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SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, Duet, Business ByDesign, ByDesign, PartnerEdge und andere in diesem Dokument erwhnte SAP-Produkte und Servicessowie die dazugehrigen Logos sind Marken oder eingetragene Marken der SAP AG in Deutschland und in mehreren anderen Lndern weltweit. Alle anderen in diesem Dokument erwhntenNamen von Produkten und Services sowie die damit verbundenen Firmenlogos sind Marken der jeweiligen Unternehmen. Die Angaben im Text sind unverbindlich und dienen lediglich zuInformationszwecken. Produkte knnen lnderspezifische Unterschiede aufweisen.

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SAP 2008 / Page 36

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