shared services framework
TRANSCRIPT
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LIVE EXPERT SESSIONSAP Shared Service Framework
Bernhard Fischer Solutions, Shared ServicesSAP AG
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This session provides the business context of the new solution 'SharedServices Framework' and highlights the USP's that differentiate SAP'sapproach to Shared Services
1. Customer Expectations2. The SAP Shared Service Framework3. How SAP Shared Service Framework generates value
4. Positioning and selling SAP Shared Service Framework
Agenda
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Top Executive Issues that drive the trendto Shared Services
F&A SSC
Top executive issuesHow to increase service efficiency?
How to increase service quality?
How to reduce operational risk?
How to prove the value of Shared Servicesdelivery?
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SAP 2009 / Page 5
Shared Services elevator pitch
Shared Services enable companies to
Consolidate efforts for delivering the same services to different groupswithin an organizationLower administrative cost by leveraging economies of scale
Adapt more flexibly to growth and acquisitionsImprove the service to the business
Best Practices
Baseline performance ofprocesses relevant forcentralization
Harmonize and standardizebusiness processes
Automate businessprocesses via technologyinvestments
Enable employees andbusiness partners via selfservices and single-point-of-contact
Manage services effectivelythrough a globally
consistent service andoperating model
Implement governance tointernal client-providerrelationship
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SAP AG 2009. All rights reserved. / Page 6
HR Operating ModelService Delivery ModelSSC organizationalstructureLocationService Level
Agreements
Governance modelLegal form
Employee Interaction Center InquiriesOrders
KnowledgeDatabase
DigitalPersonnel File
Scanning
Generalist1st Level
Specialist2nd Level
Expert3rd Level
Employee PortalSelf Services
Mail
Phone
Fax
E-mail
Core ERPe.g. FI-AR, HCM
100%
10%35%
5%
50%
CorrespondenceTool
Adobe Inter-active Forms
Employee Interaction Center InquiriesOrders
KnowledgeDatabase
DigitalPersonnel File
Scanning
Generalist1st Level
Specialist2nd Level
Expert3rd Level
Employee PortalSelf Services
Mail
Phone
Fax
E-mail
Mail
Phone
Fax
E-mail
Phone
Fax
E-mail
Core ERPe.g. FI-AR, HCM
100%
10%35%
5%
50%
CorrespondenceTool
Adobe Inter-active Forms
Four Action Areas are Common for Shared ServiceProjects to Reach the Full Benefit
Organization People
Change ManagementCommunicationKnowledge creation and transfer Business Simulation und TrainingRoles and Skill profilesPersonnel adjustment
Processes
Cost BaselineProcess scope and interfacesHarmonization and standardization
Process documentationProcess targets and parameter PricingBenchmarks
IT Infrastructure
IT Architecture,IT application landscapeInteraction Center
Scanning, WorkflowKnowledge baseSelf Services
AutomationSAP CoE
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SAP 2009 / 7
SAP Shared Service Framework addresses theno. 1 investment focus of Shared Service decisionmakers: Process Automation
13%
6%
21%
22%
18%
29%
17%
24%
24%
33%
35%
28%
42%
28%
43%
82%
6%
0%
12%
18%
29%
29%
35%
35%
35%
35%
35%
41%
41%
47%
65%
100%
Ex pansion to service other functions
Expansion to service Legal function
Virtualization
More Customer Contact Centers/Interaction Centers
Expansion to serv ice IT function
Off-shoring
Service delivery platform owned by SSC
Consolidate number of SSCs
More self-serv ice
Outsourcing
Global Reach
Expansion to service Procurement function
Expansion to service Finance function
Expansion to serv ice HR function
More Centers of Expertise
More automation
World-Class
Peer Group
Source: Hackett 2008 Shared Services Performance Report
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SAP Shared Service Framework addresses thebiggest concern of Shared Service decision makers:Service Quality
Source: Hackett 2008 Shared Services Performance Report
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Short description Value proposition Pain points
Positioning Target market/target customers Competitor/Competitive solutions
Pricing/average deal size Reference customers SAP Business Development
The market for Shared Services Solution isvery hot.Nearly all LE customers are looking forpotential to increase efficiency and lowercostShared Services applies to all industries
increase efficiencylower cost by 16-61% (Source Hackett)increase service qualityensure compliancesupport global governanceenable strategic focus of HR, F&A etc.support growth strategy of customers
Fragmented, inconsistent processes andinflexible technologies reduce resourceproductivity and service responsivenesswhile raising costsProcesses not automatedNo best practices used; varying standardsPoor controls, low complianceLimited governanceLack of transparency
Licence Revenue: Examples: 6,4 Mio. Allianz Insurance (EIC ESS/MSS); 7,8 Mio. Dutch Ministeries (EIC HR ESS/MSS);0,4 Mio. Sappi (EIC ESS/MSS); 4,1 Mio Gauteng (EIC/AIC)
Average dealsize 400.000 for the SAPShared Service Framework plus additionalSolutions for Shared Services ProcessManagement and upsell in Fin, HCM.
Average solution consulting deal 300K -500k plus business transformation cons.
ADP*, Allianz, BASF*, Bayer*, Belgacom*,Colgate, Dresdner Bank, Deutsche PostWorld Net, E-On* ,Essent*, Gauteng*,Hypovereinsbank, Lufthansa, Philip Morris,Primondo, SAP*, Shell, Siemens*,Swisscom*, Deutsche Annington* Success Stories available
Franz Deitering North America, South America, APJ, Nordics, Italy, Iberia, CE,Hindrik Jan (Rene) Zigterman UK, CIS,France, Belux, NL, South Africa, SEMEFriederike Hettenstein DACH
SAP offers Solutions for SSC that help to:Centralize resources
Automation to reduce human interactionStandardize processesHarmonize processesConsolidate system landscapes
SAP LE CustomersBuying Center CFO, CHR-Officer; CIOCEO; Heads of SSC
Main competition is Oracle (PSFT, Siebel)Workflow solutions like Basware, 170systems threaten to freeze client-baseInternal IT-ticketing solutions like Peregrine,Remedy, HP-Openview go into HR/FI SSCNorthgateArinso, Neocase, Getpaid arespecific HR/FI service desk tools
The Shared Service opportunity
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Shared Servicesan unparalleled opportunity for SAP
Shared Services on SAP
AccentureBP
BASF
Credit Suise
Daimler
DowDiageo
ENI
MarriotMicrosoft
Mol
Excel
Guinness
HenkelHP
PhillipsPfizer
Roche
Samsung
Siemens
Sara LeeSony
Whirlpool
Key takeaways regd the Shared Services OpportunityWe are not competing against Oracle, we are competing against bob vendors (e.g. Concur,GetPaid)Customers that categorize themselves SAP customer will by default approach SAP forShared Services automation, but . . .Shared Services plan and decide with 3- 6 months time frames and try elsewhere if we cant
support their business challenge
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The concept behind theSAP Shared Service Framework
Pillar III Tools For Analytics, Reporting and Governance
Pillar I - Automation
Maximumuse of
Self ServiceApplications
F l o w o
f W o r k
i n t o t h e
S h a r e d
S e r v i c e s
C e n
t e r
MaximumAutomationOfCoreProcesses
Use ofApplications toenhanceCommunicationand Case Mgmt.
Pillar II Effective Communication andEfficient Service Delivery
BestPractice
SSCOperations
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The SAP Shared Service Framework
Communication front-end betweenService Center and client
Inbound and outbound communication withclients of the service center are improved bytight integration between communicationfrontend and business applicationsSelf Services help enable processconstituents
Process facilitationData from several client organizationsprocessed at the Shared Service Center Logical aggregation of information asapplicableData exchange with backends
GovernanceManage Delivery against defined KPIs
Shared Services FrameworkProduct Catalogue; Multifunctional back-end capability; IT-Architecture
Portal Solutions; additional Self Services; Processes and Forms;
SLA Cockpit; track performance a nd enable com pliant operations
F&A HR IT Procure-
ment
Real-Estate /Facility
Enablers
Enablers
Enablers
Shared ServicesProcess Management
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Corporate servicesProcurement
shared servicesHCM
shared servicesFinancial
shared services
The SAP Shared Service Framework complements SAPSolutions relevant for Shared Services
SAP product available
SAP product available with future releasesFuture focus
Partner product available
Partner product available with future releasesCollaborative business map available
Sxx, Vxx, Bxx SA P product and servicePxx Partner product
For more information see: http://www.sap.com
Shared servicesprocess mgmt.
Shared Service Framework
Process flow analytics
Service level mgmt. cockpit
OCR inbound dochandling
Outbound doc. handling
SAP Interactive Forms
Duet (information worker)
SAP NetWeaver MasterData Management.
SAP NetWeaver ExchangeInfrastructure
Bus. comm. mgmt.(CTI and WICOM)
Document mgmt.
SAP Productivity Pack byRWD
SAP Business Workflow
Resource mgmt.
General ledger
Accounts payable
Invoice management
Supplier enabling(biller direct pay-side)
Accounts receivable
Credit management
Collections management
Dispute management
Customer enabling(biller direct sell-side)
Intercompany reconciliation
Intercompany processing
In-house cash
Inventory accounting
Fixed asset accounting
Tax accounting
Treasury
Local closeFinancial statements
Tax management
SSC analytics
Supplier connectivity
Procurement interactioncenter
Requisitioning
Purchase request processing
Purchase order processing
Trading contract management
Receiving
Financial settlement
Manage catalog contentManaging compliance
Supplier collaboration
SSC analytics
Travel management
Real estate management
Enterprise asset mgmt.,spec. IT help desk
Environment, health, andsafety compliancemanagement
Global trade services
Payroll and legalreporting
Time and attendance
HCM processes and forms
Benefits management
Employee administration
Recruiting
Enterprise learning
SAP Employee Self-Serviceand SAP Manager Self-Service
Kiosk Systems
SSC analytics
Shared Services FrameworkProduct Catalogue; Multifunctiona l back-end capability; IT-Architecture
Portal Solutions; additional Self Services; Processes and Forms;
SLA Cockpit; track performance and enable compliant operations
F&A HR IT Procure-
ment
Real-Estate /Facility
Enablers
Enablers
Enablers
Shared ServicesProcess Management
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Please release internal order 400397
Mrs. Whang
Integration frontend / backends
Interaction Center
SAP 2007 / Page 15
Financial systems
Access to data fromfinancial systems to
solve service requests
Exceptions within localfinancial processes areescalated
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SAP Financials
Levers for savings and service quality in Shared ServiceDelivery
Supplier:When will my invoice be settled?
Communication Platform Shared Service Framework
System providesinformation aboutopen items
System providesstatus of invoice
Supplier callsAgent receives
phone call
Supplier wants toknow if / when theinvoice will be settled
Invoice data areavailable
Agent
informs supplier
Supplier ends
call
Example: FIN
Shared Service delivery usually consists of execution and communication. Both means combined Intelligentlysaves cost and ensures quality service.Shared Service delivery usually happens on a historically grown backend system landscape (often 10-100 backendsystems). Todays Shared Services try to work their way around the multiple negative effects of this heritage.Shared Service delivery needs to establish defined expectations on service delivery performance
These are the challenges addressed by the Shared Service Framework
http://localhost/var/www/apps/conversion/01_Vorlagen&Informationen/00_Sales/Offline%20Demos/AIC/EN_AICProcessing.simhttp://localhost/var/www/apps/conversion/01_Vorlagen&Informationen/00_Sales/Offline%20Demos/AIC/EN_AICProcessing.sim -
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The SAP Shared Service Framework - one integratedoperating environment for Shared Services
The Shared ServicesCenter agent operatesentirely from one operatingenvironment theInteraction Center.
The Interaction Centerprovides the means tosupport communicationwith employees, suppliersand clients and integrateswith the applications in thebackend systems of the
corporate landscape.The Interaction Center ispart of the SAP SharedService Framework
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Value generated by SSF bringing one integratedoperating environment for Shared Services
IssuesIssues Before SSF With SSF Value / typical savings
SSO Operation in differentmodels (one, several SSCs,virtual teams, combinations)
Separate call management, routing anddispatching infrastructure, duplication of dataentries
One integrated service delivery platformthat connects all contributors to the servicedelivery process, customers and businessapplications
Lower skill requirements
Ramp-up time shortened by4-6 weeks
Identify business issue andlaunch transaction
Communication frontend and businesssystems are more or less disconnected.
One integrated service delivery platformleveraging the information obtained fromcaller-information, voice menus or emails totrigger the appropriate business applicationand select the business object
Time / headcount saved pertransaction (10-15%*)
Reduced error rate
Ticket generation &maintenance
Ticketing system not integrated withapplications. High effort for ticket creation andmaintenance. Low to no value for day2dayoperation. SSC tries to avoid tickets thusvoiding the ticket approach entirely
One integrated service delivery platformthat generates tickets as a by-product ofservice delivery re-using the data context.Tickets contain more information than canbe possibly acquired from the user down tothe level of link to the business object
Time / headcount saved pertransaction (5-15%*)
Better customer service
The Shared Services Centeragent operates entirely fromone operating environment
the Interaction Center.
The Interaction Center provides the means to supportcommunication with employees, suppliers and clients andintegrates with the applications in the backend systems of the
corporate landscape.
* Gains quantification is based on detailed process analysis at individual SSCs and should be seen as an indication of order of magnitude of gains achievable
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The SAP Shared Service Framework Automation andintelligent use of existing context reduce capacity needs
Example:
Automated notification ofthe Shared ServicesCenter out of batch-runsvia service ticket containingall context information at
point of error.
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The SAP Shared Service Framework generates aradically improved service experience
Request for cost object release Controlling
Master Data
Internal Order
Please release internal order 400397
Mrs. Whang
Example:
Employee involves theShared Service Center withone click from the point-in-process at which he needsassistance.
All context information isautomatically transferred tothe SSC together with therequest minimizing the timeto complete the transaction.
Service Request
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The SAP Shared Service Framework supports the SharedServices Center in focusing on value generation
ustomer Fact Sheet
Customer and Vendor FactSheets provide the SharedServices Center team withcontext information aboutthe business partnerinvolved in the current
transaction.
Fact Sheets ensure that theShared Services Centercan act with the mostcomplete view to thebusiness implications.
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External Self Service Portals connect the SharedServices Center with customers and suppliers
Supplier sends inquiry e.g. inquiry for parkedinvoice and receives responses
Shared- Services Center agent process vendorsinquiries with CRM Interaction Center.
SSC Agent
Supplier
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A new set of Financial Self-Services optimize the userexperience with Shared Services and save costs
The Shared ServicesFramework adds valuableFinancial Self Services to theself service portfolio from which aself-service portal can be built for allbusiness functions.
Re-use and seamless integration ofMaster Data governance technologyprovides full flexibility for futureextension to full harmonized financial
master data
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SAP 2009 / 32
SAP Shared Service FrameworkSystem Landscape Architecture
Telephony frontende.g. SAP Business Communication Management
Supplier/Vendor
Customer Employee Manager
Shared Service Framework Dash-
boarde.g.BusinessObjectsXcelsiusorDigitalFuelservice
Flow
Self Service Frontend
ERP 6.0 ERP 2004 R/3 4.6c
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Access to financial correspondence
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SAP 2007 / Page 34
Integration with dispute management
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SAP 2007 / Page 35
Integration with collections management
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SAP Shared Service Framework SAP 2009 / 36
SAP Shared Service FrameworkWhats in it
Interaction Center
ERP 6.0
Supplier/Vendor
Customer Employee Manager
ERP 2004 R/3 4.6c
Self Service Foundation (MDG) DataExtrac-
tionInter-face
Enhance-
Ments to IC
Enhance-ments to
Applications
ProcessIntegration
Existing system
landscape
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1. Customer Expectations2. The SAP Shared Service Framework3. How SAP Shared Service Framework generates value4. Positioning and selling SAP Shared Service Framework
Agenda
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SAP 2009 / Page 38
SAP Shared Service FrameworkPricing Structure
Pricing-structurePre-requisite are SAP Application or SAP ERP user-types
There are no other product-option pre-requisite to purchasethe SSFNo upper-capMinimum License fee is one unitStandard Maintenance feesVolume discount applicable
Country surcharges applicable
DB fee is relevant product runs on all DB-typesPan-industry pricing
Business SupportFunction covered
Price per unit(EUR)
Price formula(EUR)
Finance and Accounting 50.000 N unit(s) * Price per unit
Human Resources 100.000 N unit(s) * Price per unit
IT Tbd Tbd
Real-Estate / Facility Tbd Tbd
Procurement Tbd Tbd
SAP SharedServiceFramework
Unit is defined as 25.000 Service Transactions per annum
Definition of metric relevant for this Option; Number of service related inquiries, the total sum ofServiceTransaction process types: tickets/cases, Complaints, Incident, Service Contracts,warranty claims andservice orders per business support functional domain.
Pricing MetricBased on Service Transactions passing the SSC
How to measureService transactions are measured under the licenseaudit framework. Consistency checks ensure thatout-of-scope usage can be detected.
Material Numbers7008720 SAP Shared Service Framework HR
7008826 SAP Shared Service Framework FIN.
Customer will buy per shared service activity stream which equals the business support function. F&A and HR are front
runner and we are planning to add IT; Real-Estate and Procurement in the next quarters.
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SAP 2008 / Page 39 SAP 2008 / Page 39
Corporate servicesProcurement
shared servicesHCM
shared servicesFinancial
shared services
SAP Business Applicationsautomate Shared Services Delivery
SAP product available
SAP product available with future releasesFuture focus
Partner product available
Partner product available with future releasesCollaborative business map available
Sxx, Vxx, Bxx SA P product and servicePxx Partner product
For more information see: http://www.sap.com
Shared servicesprocess mgmt.
Shared Service Framework
Process flow analytics
Service level mgmt. cockpit
OCR inbound dochandling
Outbound doc. handling
SAP Interactive Forms
Duet (information worker)
SAP NetWeaver MasterData Management.
SAP NetWeaver ExchangeInfrastructure
Bus. comm. mgmt.(CTI and WICOM)
Document mgmt.
SAP Productivity Pack byRWD
SAP Business Workflow
Resource mgmt.
General ledger
Accounts payable
Invoice management
Supplier enabling(biller direct pay-side)
Accounts receivable
Credit management
Collections management
Dispute management
Customer enabling(biller direct sell-side)
Intercompany reconciliation
Intercompany processing
In-house cash
Inventory accounting
Fixed asset accounting
Tax accounting
Treasury
Local closeFinancial statements
Tax management
SSC analytics
Supplier connectivity
Procurement interactioncenter
Requisitioning
Purchase request processing
Purchase order processing
Trading contract management
Receiving
Financial settlement
Manage catalog content
Managing compliance
Supplier collaboration
SSC analytics
Travel management
Real estate management
Enterprise asset mgmt.,spec. IT help desk
Environment, health, andsafety compliancemanagement
Global trade services
Payroll and legalreporting
Time and attendance
HCM processes and forms
Benefits management
Employee administration
Recruiting
Enterprise learning
SAP Employee Self-Serviceand SAP Manager Self-Service
Kiosk Systems
SSC analytics
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SAP 2009 / Page 40
Discovery Evaluation OperationsImplementation
SAP Consulting Servicessupport customers in all phases of the Shared Services Project
Create Vision Analyse Potential
Create Business CaseEvaluate Feasibility,Benefits, Costs and
Risks
Create the design Realize and migrateservices
Improve continuously
Confirm thatShared Services
merit further
investigation
Confirm that it is viableto implement shared
services
Develop the solutiondesign
Develop change plan
Establish pilot
Migrate Services
Stabilize, Optimize andEvolve Shared Services
Operations
DevelopstrategicbusinessrationalePositionSharedServices as a
key element ofthe trans-formationstrategyDefine HighLevel Scope
Identify BaselineDefine OperatingModelDefine ServiceDelivery ModelSelect LocationReview IT landscape
Define Scope andProcess CutsCreate Roadmap
Organization DesignGovernance ModelSolution DesignService ManagementFrameworkPricingCommunication Plan
Prepare targetenvironmentPlan and implementmigrationHand over tooperations
Transition phaseendsMonitor servicequalityStabilize targetenvironmentImplement
continuousimprovementsEvolve SharedService organization
B o a r d p r e s e n
t a t i o n
1 month 3 months 12 months continuously
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SAP helps orchestrate differentdeployment models in an integrated whole
Business Process Outsourcing (BPO) servicescan complement captive Shared Service delivery
BPO Powered by SAP
enables clients and BPO providers to implementand operate business processes
is based on Netweaver and Business Suite
helps clients to generate sustainable businessvalue reducing risk, lowering cost, and improvingquality.
Whenever BPO is a strategic option, SAP helpsminimize risks while maximizing benefits.
On-Premisedecentral
On-Premise
Shared Service
On-Demand
Out-sourced
BPO Providers Powered by SAP
Other Business Services
Procurement Outsourcing & Sourcing
Human Resources Outsourcing
Utilities/EMEAB2B Integration
http://www.quadrem.com/index.asphttp://www.mouchel.com/mouchelparkman/v8/pages.nsf/httppublicpages/home?openhttp://www.basf-it-services.com/itr/BISInternet/internet/en_GB/portal -
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SAP 2009 / Page 42
How to sell SAP Shared Service Framework
E x e c u
t i o n
Four Step Sales Approach for Shared Services
1. C-Level contact with CFO, Chief HR officer, CIO or Head of Shared Serv.> Goal: Decision for 1st Positioning and Demo of SAP Solutions and Service
2. 3 hours Positioning with Business, IT and Project team with support fromSales, Solution- & Business Consulting> Goal: Decision for Scoping Workshop
3. Scoping Workshop with a win rate after scoping > 80%> Output: High level Roadmap incl. timeline, licences, reqd resources
4. Reference visit at SAP EMEA SSC in Prague, SAP Americas inPhiladelphia/Buenos Aires or SAP Asia in Singapore OR with one of >10reference customers> Goal: Get contract signed
Deal SupportBusiness Transformation ConsultingSpecialised Shared Services Presales in HR, FI, CRMShared Services Solution Consultants (via Rainer Schwarz, Peter Verrier)Industry Bus. DeveloperGlobal Business Development Franz Deitering & EMEA Hindrik Zigterman
d i lli
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Dos and Donts in sellingShared Service Framework
DosFocus on the vast untappedmarket: Finance Shared Services
Address business owners.Make IT your ally as the automationfacilitators
Look out for customers inincubation stage of their SSC
Upsell SAP application capabilitiesto maximise the benefit from SSF
Make value generation of SSFtangible through examples.
DontsAvoid terminology clutter(EIC, AIC, CRM-xxx)
Do not position alternativexIC solutions
Do not approach EIC customersat this stage any flavor (CRM-ICor ERP-EIC)
Avoid customers with a majorityof non-SAP systems
h f
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SAP 2009 / 44
Further Information
Public webpagewww.sap.com/sharedservices includes e-book & analystopinions
SAP Service Marketplace (log-on required)Brochure Strategy For Success Multi Functional SharedServiceshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&HR Shared Service Deliverywww.sap.com/solutions/executiveview/hr/drive-efficient-hr-operations
Recorded Webcastshttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335Enter Shared Service as search term
Wikihttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared
+Services+Sales+Play
Th SAP Sh d S i F k
http://www.sap.com/sharedserviceshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335http://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://www.sap.com/sharedservices -
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The SAP Shared Service Framework addresses1. Captive Shared Services Organizations automating service delivery
Leverage rich SAP application portfolio to equip Shared Services centers with state-of-the-artprocess automation. Support service delivery excellence in heterogeneous corporatelandscapes.
2. Optimum integration of communication and back-end process automationSelf services and interaction centre uniquely integrated with relevant business applicationsreduce the cost per Shared Service transaction and improve service quality.
3. Shared Services Organizations becoming increasingly multifunctionalThe SAP Shared Service Framework brings a single software solution to multiple streams for
Shared Services delivery (FIN, HCM, Procurement)4. Transparency in Shared Service operation
Tracking mechanisms enable traffic analysis. Data extraction interfaces support KPI-basedgovernance of the client-relationship and optimization of service quality.
Positioning:New solution to improve efficiency andeffectiveness of shared service centers
Equips Shared Services Centers with amultifunctional operations platform thatintegrates existing backend SAP systems
Delivers capabilities to standardize andautomate typical business processeshandled by the shared service organizations
Supports monitoring service deliveryperformance (service level agreements)
The SAP Shared Service FrameworkThe Bottom Line
Solution Enhancements:Multifunctional Shared ServiceFramework integrated with relevantapplications supporting in/outboundcommunication with vendors, suppliersand employees based on CRMtechnology.
Multi-backend support added torelevant applications supporting re-use ofapplication assets for Shared Services
Self services added (FIN) andharmonized (HR) to one UI
Data extraction for KPI data enabled
Key Benefits:Lowers costs of Finance or HCMprocesses trough automation andefficiencies in communication.
Leverages economies of scale byenabling harmonized service provision tomultiple organizations
Improves stakeholder satisfaction bysupporting consistency in execution,easy accessibility and the ability tomonitor service quality
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Thank you!