Key Performance Indicators Dilip SadhCustomer master maintenance KPI Definition/Calculation Frequency Recipients Type Delivery (K=KPI, Method (R=report, O = Other) P= portal, D=dashboard)Customer Setup The cycle time needed to set up a new Weekly Sales, CustomerCycle Time customer Service, Finance O RTotal New The total count of new customers added Monthly Sales, CustomerCustomers Service, Finance O ROrder error Number of Sales order error due to Customer Monthly Sales, Customermatrix master Service, Finance O RShipping error Number of Shipping error due to Customer Monthly Sales, Customermatrix master Service, Finance O RA/R error Matrix Account receivable error due to incorrect Monthly Sales, Customer Customer master data maintenance Service, Finance O R
Transformation Strategy: Customer Dilip SadhBest Practices Tight integration between Sales, Service & Finance Process to ensure continuous data accuracy Use standard ‘Data Sheet’ to capture data Future State Vision Standard Terms One customer record per customer One customer master per customer Workflow driven process through each function needed to set up a customer Centralized master data Governance and Local execution Standard Master Data Governance model Integrated credit, order entry, customer billing, receivables, and collections to provide comprehensive service for the customerPain Points (Current State) Standard Master Data Rules Decentralized data management Multiple customer records for the same customer Disconnected process across multiple functions Data accuracy Hippa and other legal compliance Manual, paper Customer storage Multiple resources can edit a customer
Dilip Sadh Business Governance Model Oversee Architecture & Framework Facilitates DGC & Steward Involvement Develop & Deliver Awareness Executive Sponsors: Mentoring Support, Lead & Fund IT GHQ Monitor & Report En Champions for Governance En Sales OperationGovern & Monitor ter Remove Roadblocks Mktg ter Plan & Implement Harmonization Activities Secure Business Support Domain Technical & BP SME pr Finance Q&R Data pr Approve exception appeals Work with respective GIS teams on ise Update Governance execution of strategy ise Steering Committee Custodians of Data Dictionary Da Compliance Monitoring Da ewa ath Provide data mapping, profiling & nP ta Strategic - Enterprise Analysis support ta tio ala St Set Policy Direction Data Governance Council Ar ds – Determine Projects Esc (by domain) ch Approve Policies Define Priorities Finance Vendor Customer Q&R Product r ite Sys Monitor Progress – Cost Benefits ct One per Region, GBU and Process Tactical - GBU GBU/ Regional Tactical Data Steward Execute Strategy temCreate & Maintain Data Coordinator, Domain Expert Identify & Coordinate Operational Stewards AWM LOB Domain Area Representation & Europe Champion & Compliance Monitoring Endo Ortho SM Resolve Operational Escalated Issues Define Data Definitions E Operational – GBU Data Producers – Create Operational Data Steward Data Definers – How Data Users – Reporting dependent functions Data Users – Data Producers - Data Requestors – Data Consumers – Data Defines
Dilip SadhGovernance ModelSuggested ownership of various Customer Master tasks: LOCALIZED Execution ( GBU/ Country) Customer Customer Master Master archive Create Customer CENTRALIZED CMR Mark for • Set Policy Directions Master • Approve Policies deletion Change • Monitor Policy and Procedures Customer DoA Master Block Establishment Everything else
Dilip SadhGlobal Data StandardsSales Area • Definitions will be consistent across the globeCustomer Master • Common Sold-to, Ship-to, Bill-to, Payer number • One Customer records vs Multiple Customer recordsMaterial Master • Common unit of measure, material number, material typePricing Master Data • Common pricing waterfall, list price...etc
Dilip SadhCOE – Customer MasterPain Point Decentralized Create and Maintenance process across all the GBUs – Multiple Master Records for the same Customer. Creates uncertain Credit validation process. Intensive laborious key stroke manual process across all the GBUs. Redundant Account Groups creation and complex maintenance process. Opportunity COE (Center Of Excellence) Process Model implementation. Automated rules based Workflow driven Central Create & Maintenance Process. Unique Customer identity across all the GBUs. Integrated Credit Monitoring across all the GBUs. The opportunity to use standard SAP Common Distribution Channels & Common Divisions functionality to avoid data redundancy and multiple entries across all the GBUs as applicable
Dilip Sadhustomer Master – Contd. - 2Recommendation COE (Center Of Excellence) Process Model implementation. Central standardized ‘Governance Council’ and de-centralized create and maintenance process across all GBUs. Centralized Create and Maintenance process across all the GBUs that maintains unique Customer Master Record for the same Customer. Creates transparent Credit validation process across all the GBUs. Automated rules based Workflow driven Central Create & Maintenance Process across all the GBUs. Standardized Account Groups creation and central simple maintenance process. The opportunity to use standard SAP Common Distribution Channels & Common Divisions functionality to avoid data redundancy and multiple entries across all the GBUs.