Virtual RT SAP CRM Service Process Roundtable - Part Two 25 January, 2011

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  • Mention: - Interactive session. So in principle will nobody be muted. However, if background noise requires, we may need to mute occasionally. We will mention this if applicatble. Will be recording the session. After session you all will receive an email with link to recording and the presentation slides. If you bandwidth is limited, quality of the sound may become to poor. In that case, go to the audio panel, click the radio button for Use Telefphone and follow the isntructions You may also send us chat mesages to support the discussion. You may indicate that you have a question or remark by “raising your hand”
  • Virtual RT SAP CRM Service Process Roundtable - Part Two 25 January, 2011

    1. 1. Impact of Service Transformation on SAP CRM Processes – Part II Virtual Roundtable Christian Brigode 25 th January 2011 © 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    2. 2. Logistics © 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    3. 3. Agenda <ul><li>Roundtable Agenda and Logistics </li></ul><ul><li>Reminder : </li></ul><ul><ul><li>Bobst Group Processes and SAP implementation across EMEA 7 countries went live on 1st Jan 2011 </li></ul></ul><ul><ul><ul><li>Fons Mariën – Bobst Group Service Development Manager </li></ul></ul></ul><ul><ul><li>Update on project status </li></ul></ul><ul><li>How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes </li></ul><ul><li>Roundtable Summary – What’s next ? </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    4. 4. Roundtable Participants © 2010 - All rights reserved Noventum Service Management Consultants Ltd. 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
    5. 5. Agenda <ul><li>Roundtable Agenda and Logistics </li></ul><ul><li>Reminder : </li></ul><ul><ul><li>Bobst Group Processes and SAP implementation across EMEA 7 countries went live on 1st Jan 2011 </li></ul></ul><ul><ul><ul><li>Fons Mariën – Bobst Group Service Development Manager </li></ul></ul></ul><ul><ul><li>Update on project status </li></ul></ul><ul><li>How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes </li></ul><ul><li>Roundtable Summary – What’s next ? </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    6. 6. © Bobst SA Who is BOBST group? Service centers ~6000 employees – worldwide operations in 3 market area’s FOLDING CARTON – CORRUGATED BOARD – FLEXIBLE MATERIAL Production sites Group HQ BOBST Group SA Lausanne, 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 MARTIN ASITRADE STEUER INDIA CHINA BRAZIL ATLAS ROTOMEC SCHIAVI FISHER & KRECKE GENERAL BSC North America BSC Latin America BSC ME/ Africa BSC UK & Scand. BSC C-EUR BSC S-EUR BSC India & SEA BSC Greater China BSC Japan & Korea BSC N-EUR
    7. 7. © Bobst SA SAP ECC 6.0 - Project Strategy Service centers FUNCTIONAL EXTENSION GEOGRAPHICAL EXTENTION BSC North America BSC Latin America BSC ME/ Africa BSC UK & Scand. BSC C-EUR BSC S-EUR BSC India & SEA BSC Greater China BSC Japan & Korea BSC N-EUR BOBST MARTIN ASITRADE STEUER INDIA CHINA BRAZIL ATLAS ROTOMEC SCHIAVI FISHER & KRECKE GENERAL Production sites SHEET-FED industry WEB-FED industry Core System (2009) SAP CS Roll-out (2011)
    8. 8. SAP - Project Methodology © Bobst SA BPO – Business Process Owner BPM – Business Process Model BPP – Business Process Procedure
    9. 9. First Topic to be discussed <ul><li>Status on Bobst Group project launch in 7 countries Initial lessons learned ? </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    10. 10. Agenda <ul><li>Roundtable Agenda and Logistics </li></ul><ul><li>Reminder : </li></ul><ul><ul><li>Bobst Group Processes and SAP implementation across EMEA 7 countries went live on 1st Jan 2011 </li></ul></ul><ul><ul><ul><li>Fons Mariën – Bobst Group Service Development Manager </li></ul></ul></ul><ul><ul><li>Update on project status </li></ul></ul><ul><li>How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes </li></ul><ul><li>Roundtable Summary – What’s next ? </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    11. 11. © 2010 - All rights reserved Noventum Service Management Consultants Ltd. Second Topic to be discussed <ul><li>How to ensure high levels of end-user adoption of new processes and applications and avoid shadow applications and processes being used? </li></ul>
    12. 12. A user adoption methodology based on a component process model © 2010 - All rights reserved Noventum Service Management Consultants Ltd. <ul><li>Component based approach allow end user to digest chunk by chunk </li></ul><ul><li>Example from </li></ul><ul><li>To </li></ul>Service Request Management Diagnostics Scheduling & Monitoring Field Work Reporting & Invoicing 1st Line phone Manual Scheduling 2nd line call back Mobile based eBilling Service Request Management Diagnostics Scheduling & Monitoring Field Work Reporting & Invoicing 1st Line phone Optimised Scheduling 2nd line call back Mobile based eBilling
    13. 13. A user adoption helped by the user involment since the beginning of the project © 2010 - All rights reserved Noventum Service Management Consultants Ltd. <ul><li>User are involved from the beginning : </li></ul><ul><ul><li>Component process design </li></ul></ul><ul><ul><li>Incremental method of setting-up SAP CRM e.g.screen layouts, etc. </li></ul></ul><ul><ul><li>Training </li></ul></ul><ul><ul><li>Measuring User Adoption </li></ul></ul><ul><ul><li>Review </li></ul></ul>
    14. 14. A user adoption methodology based on a learning process © 2010 - All rights reserved Noventum Service Management Consultants Ltd. <ul><li>Measuring user adoption is done through: </li></ul><ul><ul><li>Usage (e.g. login rates) </li></ul></ul><ul><ul><li>Data Quality (e.g. % of optional information filled) </li></ul></ul><ul><ul><li>Business Performance (e.g % of calls closed, etc.) </li></ul></ul>
    15. 15. Agenda <ul><li>Roundtable Agenda and Logistics </li></ul><ul><li>Reminder : </li></ul><ul><ul><li>Bobst Group Processes and SAP implementation across EMEA 7 countries went live on 1st Jan 2011 </li></ul></ul><ul><ul><ul><li>Fons Mariën – Bobst Group Service Development Manager </li></ul></ul></ul><ul><ul><li>Update on project status </li></ul></ul><ul><li>How to ensure high levels of end-user process and application adoption avoiding shadow applications and processes </li></ul><ul><li>Roundtable Summary – What’s next ? </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    16. 16. Roundtable Summary – What’s next ? <ul><li>Other Events: </li></ul><ul><ul><li>Service Economics Virtual Roundtable - 23rd March 2011 </li></ul></ul><ul><ul><li>Including: Competency in using business tools including IT systems </li></ul></ul><ul><ul><li>Service & Maintenance Conference – 31 ST March 2011 </li></ul></ul><ul><ul><li>The Netherlands </li></ul></ul><ul><ul><li>Live Roundtable: Quicker Implementation Changes in Service Delivery - Reducing Risk of Disruptive Changes </li></ul></ul><ul><ul><li>Service Economics Conference - 16 th - 17 th June 2011 </li></ul></ul><ul><ul><li>The Netherlands </li></ul></ul><ul><ul><li>Live Roundtable: The Service Economics of achieving competency in IT tools to deliver a successful solution </li></ul></ul><ul><ul><li>SAP CRM Roundtable Virtual Roundtable -21th June 2011 </li></ul></ul><ul><ul><li>Topics suggested? SAP CRM Proof of Concept? </li></ul></ul><ul><li>For more information about these events, visit our website: http://www.noventum.eu/en/current_events </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.
    17. 17. Contact <ul><li>Noventum SAP CRM Contact : </li></ul><ul><ul><li>Christian Brigode [email_address] </li></ul></ul><ul><ul><li>Phone : +33 607 40 65 34 </li></ul></ul><ul><li>Noventum : www.noventum.eu </li></ul>© 2010 - All rights reserved Noventum Service Management Consultants Ltd.

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