SAP Shared Service Framework
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SAP Shared Service Framework SAP Shared Service Framework Presentation Transcript

  • SAUDI ARABIAN AIRLINES AND SAPPARTNERING FOR SUCCESIT ERP – Center of Excellence © 2012 SAP AG. All rights reserved. 1
  • SAP Presence within the Airline Industry15 of the Top 23largest European Carriers run SAP*(by scheduled passengers carried)7 out of the Top 10*largest airlines run SAP*(by scheduled passengers carried)1.6 billion of the world’spassengersflown by SAP Customers16 out of 29Airlines with over 100 destinations run SAP© 2013 SAP MENA. All rights reserved. 2
  • Strong SAP Presence Within the Major Alliances One World Star Alliance Skyteam© 2013 SAP MENA. All rights reserved. 3 View slide
  • DisclaimerThe information in this document is confidential and proprietary to SAP and may not bedisclosed without the permission of SAP. This document is not subject to your licenseagreement or any other service or subscription agreement with SAP. SAP has no obligation topursue any course of business outlined in this document or any related presentation, or todevelop or release any functionality mentioned therein. This document, or any relatedpresentation and SAPs strategy and possible future developments, products and or platformsdirections and functionality are all subject to change and may be changed by SAP at any timefor any reason without notice. The information on this document is not a commitment, promiseor legal obligation to deliver any material, code or functionality. This document is providedwithout a warranty of any kind, either express or implied, including but not limited to, the impliedwarranties of merchantability, fitness for a particular purpose, or non-infringement. Thisdocument is for informational purposes and may not be incorporated into a contract. SAPassumes no responsibility for errors or omissions in this document, except if such damageswere caused by SAP intentionally or grossly negligent.All forward-looking statements are subject to various risks and uncertainties that could causeactual results to differ materially from expectations. Readers are cautioned not to place unduereliance on these forward-looking statements, which speak only as of their dates, and theyshould not be relied upon in making purchasing decisions. © 2013 SAP AG. All rights reserved. Customer 4 View slide
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2013 SAP AG. All rights reserved. Customer 5
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2013 SAP AG. All rights reserved. Customer 6
  • So, What is Shared Services?Definition…the provision of a service by one part of an organizationor group where that service had previously been found inmore than one part of the organization or group……the consolidation of business operations that are used bymultiple parts of the same organization…© 2013 SAP AG. All rights reserved. Customer 7
  • Organizational drivers for Shared ServicesChallenges Automation Policies & Procedures Geographical Scope Harmonization Depth of Integration Governance & ComplianceCost Pressures Process Quality Customer Satisfaction Operational Agility Globalization Service Delivery Labor Mix Data Accuracy Acquisitions Risk of Errors Process Standardization© 2013 SAP AG. All rights reserved. Customer 8
  • Technology’s role in Shared Services Employee ● Manager ● Customer ● Supplier SAP Shared ServiceService Center Challenges Framework Features• Service Center costs • Service orchestration• Headcount • Process orchestration• Service quality • Backend orchestration• Customer satisfaction • Multi-channel• Geographical scope • Multi-functional• Throughput • Single workspace for• Service Level fulfillment agents Technology and Automation Platform for Shared Service Center Core Processes • Technology platform SAP Shared Services Delivery Platform SAP Shared • Service Center Service Framework management Shared Service Administrative CenterBusiness & IT Challenges Functions Benefits• Operational cost [Captive or BPO] • Efficiency• Process standardization • Effectiveness• Scalability • Integration with backends• Harmonization • Proactive decision-making• Heterogeneity • Lower costs• Landscape complexity • High quality service• Governance • Leverage economies of• Compliance Subsidiary A Subsidiary B Subsidiary ... scale• Acquisitions • Improved stakeholder• Automation satisfaction• User adoption Business• Transparency Applications © 2013 SAP AG. All rights reserved. Customer 9
  • Evolution of Shared Service • • Multi-functional Standalone IT platforms by • Function Centralization • Service Orchestration using function • Service Management • Transactional Technology Platform Implementation • Service Management Centric Standardization • Knowledge COE’s • • Global COE’s Regional Shared Services • BPO & Managed Services Consolidation • Automation led transformation Outsourcing • • Unit Cost Reduction with Transactional Automation • Unit Cost Reduction with • Unit Cost Reduction Focus Service Value and Business Service Value Focus Value Focus Value Driven Service DrivenValue Function Driven Maturity Stage © 2013 SAP AG. All rights reserved. Customer 10
  • Levers to transform Shared Services by maturity stageStages of Maturity 32% 23% 15% 14% 8% 5% 1% 0.5% No Shared Service Emerging Established Leaders Net Cost Savings % Effectiveness Improvement %Typical Profile  Fragmented  Centralized  Automated  Highly Automated  Varying Processes  Mostly Standard Transactions  Highly Integrated Processes  Consistent Service  System Consolidation  Varying Service Levels  Comprehensive Levels  Efficiency Metrics Metrics  GovernanceSource: SAP Shared Services Studies © 2013 SAP AG. All rights reserved. Customer 11
  • Automation is key for Shared Service Organizations Factors that have generated the most significant reduction Level of process automation in SSO in labor and outsourcing costs Standardization of processes 83% 38% Consolidation / simplification 55% Automation / Self-service 53% 30% End-to-end process design 39% Staff skills and languages 33% Labor arbitrage 30% 19% Reduced number of ERPs / applications 29% 14% SSC processes 27% Existing facilities 25% Quality program (six sigma, LEAN, other) 22% Outsourcing 17% Offshoring 13% 0 - 25% 26 - 50% 51 - 75% 76 - 100% Greenfield location 7% Key initiatives underway in SSO Future outlook of SSO (five years from now) Streamlining / optimization of processes 84% More automation / self-service 91% Additional automation 80% Additional process consolidation 66% More centers of expertise 42% Implementation of continuous… 49% Global reach 36% Addition of functions / processes to the … 46% Expansion to service other functions 35% Servicing additional… 40% Virtualization 29% Expansion of continuous improvement… 31% More outsourcing 25% Additional outsourcing 25% Consolidate service centers 28% Reduction in headcount due to lower… 24% Service delivery platform owned … 22% Reduction in headcount due to lower… 17% Additional off-shoring 15% More customer contact centers 22% Move to a lower cost labor market 12% More offshoring 22% Move to a lower cost facility 12% Less outsouring 2% Move to a more favorable geographic… 5% Less offshoring 1% Source: SSON & The Hackett Group, 2010 SSO survey in G&A© 2013 SAP AG. All rights reserved. Customer 12
  • Value of moving to Shared Services Finance HR Procurement Tangible Benefits* % impact Tangible Benefits* % impact Tangible Benefits* % impact  Accounts Payable 20-50%  Payroll 10-30%  Reduced Maverick Indirect 3-5%  Accounts Receivable 20-50%  HR Cost per Employee 20-30% Spend  Staff efficiency 5-10%  Budgeting & forecasting 50-80%  Improved recruitment costs 10-15%  Cash management 50-70%  Improved process cost by  Collections management 50-65% Employee Self Service 14%  Credit management 25-35%  Customer billing 40-70% Real Estate  Fixed asset management 20-35%  General Ledger and 45-75% Finance Closing Tangible Benefits* % impact  Internal Auditing 50-70%  Increase office space 20-30%  Regulatory and compliance 40-60% Overall Cost Saving efficiency  Risk management Potential  Tax accounting and 40-60% reporting 5-10% Saving to Function*  Treasury peers IT  Reduced DSO 35-55%  Finance 49-61% - Working Capital Cost 5-25%  Increased DPO  Human Resources 16-49% Tangible Benefits* % impact - Working Capital Cost 5-25%  Reduced Integration cost 15-20%  Procurement 30-49%  Hardware & Operations 20-50%  IT 8-39%  Software Maintenance and 20-70% implementationSeveral Sources: e.g. ASUG benchmark data; Hackett Group © 2013 SAP AG. All rights reserved. Customer 13
  • Analysts rate Shared Service Framework a top priority
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2013 SAP AG. All rights reserved. Customer 15
  • SAP Solutions in Finance relevant for Shared Services SAP ERP FIN SAP ERP FIN Treasury and Risk Invoice Management Management Automation Bank Communication E-Invoicing Management Inbound & Outbound Additional Financial Closing Engines Collections Cockpit Management Travel Receipts Core Processes Dispute Resolution Management Real Estate Entity Close SAP Shared Management Service Management Framework Master Data Governance Business Planning for Financials Supplier/CustomerFinancial Consolidation Portal Fixed Assets Budgeting Business Shared Service Reporting Communication Mgmt Framework© 2013 SAP AG. All rights reserved. Customer 16
  • SAP Solutions in HR relevant for Shared Services SAP ERP HCM Payroll Processing Add-on E-Recruiting Processes Additional Engines Learning Solution CoreEmployee File Mgmt by Processes OpenText Employee Self-Service SAP Shared Service Framework Manager Self-Service Processes & Forms by Adobe Business Reporting Communication Mgmt Shared Service Framework© 2013 SAP AG. All rights reserved. Customer 17
  • SAP Solutions in IT relevant for Shared ServicesSAP IT Service Management (SAP ITSM) SAP IT Service Management enables efficient and ITIL®- Incident & compliant IT support processes Service Request  Incident & Service Request Management Management Service Level Problem Management Management  Problem Management Customer  Change Management Service Asset Change  Knowledge Management and Management Configuration Management  Service Asset & Configuration Knowledge Management Management  Service Level Management © 2013 SAP AG. All rights reserved. Customer 18
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2013 SAP AG. All rights reserved. Customer 19
  • Build Step 1 Answer to the challenges - SAP Shared Service Framework Your service orchestration platform Core Processes SAP Shared Service Framework © 2013 SAP AG. All rights reserved. Customer 20
  • Process orchestration with Shared Service FrameworkSupport efficiency & scalability in operations through unsurpassedautomation Representation of functional sub processes within an organization showing alternative processing options Additional Engines Core Step 1 Step 2 Step 3 Processe s SAP Shared Step 4 Step 5 Step 6 Service Framework Add-on ProcessesSSF provides support Benefits for processes and sub-processes across  Cross-department visibility & transparency multiple systems, solutions and landscapes  Ability to improve business practices in a governed, secure and integrated  Leverage existing IT investments for Shared manner Services without disruption for additional SAP engines that can be implemented as single or multiple instances© 2013 SAP AG. All rights reserved. Customer 21
  • Backend orchestration with Shared Service FrameworkConvert heterogeneous landscape for unified service delivery Multiple SAP and non-SAP back-end systems can be integrated into the shared services center using the SAP Shared Service Framework Integrated Shared Services Agents’ workplace so that the agent has a single window of access Agents use single sign-on to access different systems which otherwise would warrant multiple login with different credentialsBenefits System II Simplified and connected IT landscape System I Single sign-on Governance and compliance Agility SAP Shared Service Framework System III© 2013 SAP AG. All rights reserved. Customer 22
  • Build Step 1 Interaction orchestration with Shared Service Framework Multi-channel approach to connect with customers, employees, suppliers, … Service Interaction * Employee ● Manager ● Customer ● Supplier Request/ Ticket Tier 0 – 80% Tier 1 - 10% Tier 1 Generalists Tier 2– 8% Tier 2 Specialists Tier 3 Tier 3 – 2% COE** *Reference: The Hackett Group **COE = Center of Expertise © 2013 SAP AG. All rights reserved. Customer 23
  • Service delivery without orchestration Sample HR process - Adoption / birth of a child Respond to Verify Create Check Knowledge Create response & Update the Evaluate self performance &Receive call the ticket & identity ticket Base & Papers Docs spell check/format backend system generate management report categorize Communication * SAP Study System HR Ticketing System Total Time Knowledge Base Spent - 10 minutes Electronic Policy Paper Policy Doc Text Editor Outlook Excel Power Point Cumulative Time 10 60 180 300 360 480 500 600 (seconds) © 2013 SAP AG. All rights reserved. Customer 24
  • Orchestrated Service Delivery with SAP SSFSample HR process - Adoption / birth of a child Automatic logging of Verify Create Create P&F Respond to Automatic categorization &Receive call ticket Approval processing parameters for identity request the ticket update of backend system management report SSF HR BCM Total Time HR Spent - 4 minutes Analytics Cumulative Time 60 180 240 30 240 240 240 * SAP Study (seconds) © 2013 SAP AG. All rights reserved. Customer 25
  • Service delivery without orchestration Sample Finance process - Parked Invoice query from Vendor Respond to Verify Create Access the parked Create response & Update the Evaluate self performance &Receive call the ticket & identity ticket invoice document spell check/format backend system generate management report categorize Communication * SAP Study System Finance Ticketing System Total Time Document System Spent - 10 minutes Text Editor Outlook Excel Power Point Cumulative Time (seconds) 10 60 180 300 360 480 500 600 © 2013 SAP AG. All rights reserved. Customer 26
  • Orchestrated Service Delivery with SAP SSFSample Finance process - Parked Invoice query from Vendor * SAP Study Access the Link Verify Create Respond to Automatic categorization & Evaluate self performance &Receive call ticket parked invoice business identity the ticket update of backend system generate management report document context SSF FIN BCM Total Time Finance Spent - 4 minutes Analytics Cumulative Time 60 180 240 30 240 240 240 * SAP Study (seconds) © 2013 SAP AG. All rights reserved. Customer 27
  • SAP Shared Service Framework – ScreensSingle integrated agentinterfaceConfirmed caller detailsappear automaticallyComplete history of callerinteractionAgent worklistKnowledge base © 2013 SAP AG. All rights reserved. Customer 28
  • SAP Shared Service Framework – ScreensIntegrated TelephonyIntegrated serviceticketing environmentAbility to categorize theticket for reporting andanalysisPre-population of datawith minimal data entryAbility to provide contextspecific information forfuture © 2013 SAP AG. All rights reserved. Customer 29
  • SAP Shared Service Framework – ScreensLink contextualinformation from thebackend system withaccess to the backendscreens in the samewindowPossibility toupload/attach additionalcontextual information © 2013 SAP AG. All rights reserved. Customer 30
  • SAP and a Global Partner Ecosystem offer RDS to meetspecific business needs… Software Quickly address the most urgent business SAP RAPID DEPLOYMENT processes SOLUTIONS Content SAP best practices, templates and tools make solution adoption easier Software Enablement Service Content Guides and educational material speed end Enablement user adoption Service Fixed scope and price provides maximum predictability and lowers risk© 2013 SAP AG. All rights reserved. Customer 31
  • A Compelling Finance SolutionDelivered Quickly And AffordablyWhat‘s in SAP Shared Service Framework rapid-deployment solution for financials?Foundation and Scope Items including: Service Request Creation via internal user call from CRM Service Request Creation from ERPSolution value profile Preconfigured software Affordable with transparent and reasonable pricing Rapid implementation in as little as 4 weeks Faster time to value Low total cost of implementation Clearly defined fixed baseline scope Fixed-price implementation services Foundation to grow your Finance visionDi d you know that with SAP Shared Service Framework for financials, you can achieve: A process efficiency increase of 50%? A cost reduction of 30% and a headcount reduction by 60% across key areas? Up to 50% reduction in bad debt risk and 40% faster access to sales and credit information? A reduction of Day Sales Outstanding by 3 days and 10% reduction in bad debt write-offs?© 2013 SAP AG. All rights reserved. Customer 32
  • A Compelling HR SolutionDelivered Quickly And AffordableWhat‘s in SAP Shared Service Framework rapid-deployment solutionfor human capital management?Scope items Service Request – Create leave request (Employee Self-Service) Service Request – Change working times (HCM Processes & Forms)Solution value profile Preconfigured software Affordable with transparent and reasonable pricing Rapid implementation in as little as 5 weeks Fast time to value Low total cost of implementation Clearly defined fixed baseline scope Fixed-price implementation services Foundation to grow your HR visionDid you know that with SAP Shared Service Framework for human capital management, you can achieve A time for HR to respond to data analyses requests reduction of 20-30%? A leave and vacation processing time reduction of 90%? An HR processing time reduction of 30%?© 2013 SAP AG. All rights reserved. Customer 33
  • A Compelling IT Service Management Solution Delivered Quickly And AffordableWhat‘s in SAP IT Service Desk OperationIT Service DeskIncident & Problem ManagementKnowledge Article ManagementOnline Monitoring & ReportingSAP Rapid Deployment solutions value profilePreconfigured software – eliminates guessworkRapid implementation time in six to eight weeks *Faster time to value than comparative solutionsLow cost implementation, fixed scope, and fixed priceSimple buying processA clear path to your full IT service desk visionKey Benefits:Provide IT service desk agents with an easy-to-use application interface for working in a wide array of communication channelsCapture, document, track, investigate, and resolve all user requests – from creation to solution implementationDocument solution-related content and provide this information – through search functionality – to both the IT service desk agents and end usersEnable concise reporting and monitoring of IT service processes and performance* Actual implementation time depends on customer requirements and specific customer situation. © 2013 SAP AG. All rights reserved. Customer 34
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2013 SAP AG. All rights reserved. Customer 35
  • Demonstrations
  • Agenda Shared Services trends SAP Solutions relevant for Shared Services SAP Shared Service Framework Demonstrations Summary© 2012 SAP AG. All rights reserved. 37
  • Shared Services performance indicatorsKPI Improvement Customers > 10%Productivity 10 % 47% 0% 25%Quality 10 % 43% 0% 25%Customer Service 10% 35% 0% 25% Source: Hackett 2010© 2012 SAP AG. All rights reserved. 38
  • Shared Services performance indicatorsKPI Improvement DescriptionProductivity Standardization and 47% automation leads to significant increases in productivityQuality Integrated end to end 43% processes supports continuous quality improvements based on highly standardized processesCustomer Service Measuring and managing 35% Service Level agreements and customer satisfaction ensures excellence in customer service Source: Hackett 2010© 2012 SAP AG. All rights reserved. 39
  • Customer references for SAP Shared Service FrameworkKPI Description CustomerProductivity Coca Cola EMEA ensures low TCO in 27 countries with SAP Shared Service Framework as business platform for Shared Services in Finance and HRQuality DSM integrated Finance Shared Services in a heterogeneous system landscape and leveraged Invoice Management plus Financial Supply Chain Management for E2E processesCustomer Service SAP runs SAP and implements Shared Service Framework for Finance, HR, Procurement and Facility Management and increases customer service in multiple dimensions Source: SAP reference data base© 2012 SAP AG. All rights reserved. 40
  • Selected Shared Service Customers© 2013 SAP AG. All rights reserved. Customer 41
  • Automate and integrate for competitive advantageSAP’s unique capabilities1 SAP Shared Service Framework enables profitable growth and supports global governance & compliance2 End to end process integration and automation helps achieve greater productivity, efficiency, transparency and high-quality service Strong analytics enable the head of Shared Services to run the3 organization like a business© 2012 SAP AG. All rights reserved. 42
  • Questions ? fly… Run Better© 2012 SAP AG. All rights reserved. 43 43
  • Thank You!
  • © 2013 SAP AG. All rights reserved.No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.The information contained herein may be changed without prior notice.Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.National product specifications may vary.These materials are provided by SAP AG and its affiliated companies ("SAP Group") for informational purposes only, without representation orwarranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Groupproducts and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothingherein should be construed as constituting an additional warranty.SAP and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG inGermany and other countries.Please see http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark for additional trademark information and notices. © 2013 SAP AG. All rights reserved. Customer 45
  • © 2013 SAP AG. Alle Rechte vorbehalten.Weitergabe und Vervielfältigung dieser Publikation oder von Teilen daraus sind, zu welchem Zweck und in welcher Form auch immer, ohne dieausdrückliche schriftliche Genehmigung durch SAP AG nicht gestattet. In dieser Publikation enthaltene Informationen können ohne vorherigeAnkündigung geändert werden.Einige der von der SAP AG und ihren Distributoren vermarkteten Softwareprodukte enthalten proprietäre Softwarekomponenten andererSoftwareanbieter.Produkte können länderspezifische Unterschiede aufweisen.Die vorliegenden Unterlagen werden von der SAP AG und ihren Konzernunternehmen („SAP-Konzern“) bereitgestellt und dienen ausschließlich zuInformationszwecken. Der SAP-Konzern übernimmt keinerlei Haftung oder Gewährleistung für Fehler oder Unvollständigkeiten in dieser Publikation.Der SAP-Konzern steht lediglich für Produkte und Dienstleistungen nach der Maßgabe ein, die in der Vereinbarung über die jeweiligen Produkte undDienstleistungen ausdrücklich geregelt ist. Keine der hierin enthaltenen Informationen ist als zusätzliche Garantie zu interpretieren.SAP und andere in diesem Dokument erwähnte Produkte und Dienstleistungen von SAP sowie die dazugehörigen Logos sind Marken odereingetragene Marken der SAP AG in Deutschland und verschiedenen anderen Ländern weltweit. Weitere Hinweise und Informationen zumMarkenrecht finden Sie unter http://www.sap.com/corporate-en/legal/copyright/index.epx#trademark. © 2013 SAP AG. All rights reserved. Customer 46