1. SAP im globalen Einsatz Andere Länder – andere Sitten Anforderungen an das SAP CC
Sendenhorst, 21 Feb 2008

2. The importance of international business increases
Miele Group Sales in EURO m
2.737
Abroad
Germany
+ 10,1 %
+ 2,5 %
2.539
2.189
2.262
2.149
1.949
1.430
1.771
1.460
1.560
742
770
671
685
751
2002
2003
2004
2005
2006
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

3. Our domestic appliances and products for commercial applications
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

4. Content Initial situation Template approach Implementation and rollout
Operational model

5. Miele global business is covered by ~40 sales and service units
Cultural specifics
range of org- anisational size
Regional coverage
Individual sour- cing models …
Complete range of time zones
Language capabilities …
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

6. The target: The Miele Sales Template simplifies the system landscape
VG Processes
VG 1
VG 2
VG 3
VG 38
Miele Sales Template
Marketing/ Sales
SAP R/3 B C …
SAP BW
SAP R/3
mySAP CRM
Notes … … … … … … … … …
Service
Service appl. …
Interaction Center
Mobile Field Support
E-Business
Service appl.
W1) …
Logistics
Admin
Am Beispiel der 3 Pilotländer sieht das nun so aus.
Individual local solutions result in an overall complicated further development
Sales Template allocates Miele Best Practices
VG = Vertriebsgesellschaft
1) W = Workforce Management Solution
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

7. Content Initial situation Template approach Implementation and rollout
Operational model

8. Sales Template allocates Miele „Best Practices”
Involved Countries
Result
E-Business
Workforce Mgmt.
3rd party integration
Mobile field support
Professional business
Complaint Mgmt
Call Center
Selection
VG N
Miele Sales Template
VG CH
VG GR
VG USA
VG F
VG AT
VG CZ
Further VGs
VG = Vertriebsgesellschaft
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

9. Template approach for rollout with local and global responsibility
Copy and adapt
schematic
Subsidiary 1 2 3 4 5
Sequential consideration of requirements
Structural limitation in case of return of requirements
Pilot
Successive Template approach
Basis: Highest common denomi- nator
Efficient system development
enhancements
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

10. Sales Template shares business and technical efficiency
Business perspective
Technical perspective
Enables Miele best practices for all VGs
Delivers highly integrated process flows
Enables new business processes for most VGs
Improves process efficiency
Allows cross border shared services …
Delivers one unique system platform
Improves time to market requirement realisation
Integrates VGs system landscape
Shares professional IT-services
Ensures secure system operation …
Miele Sales Template
Multilevel know-how transfer
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

11. Content Initial situation Template approach Implementation and rollout
Operational model

12. Sales Template approach business driven
2005
2006
2007
Verification
Specification
Implementation
Roll-out VG
Business requirement re- cording of 7 countries
Miele best practice identification
Decision making for mySAP CRM system
Detailed process and sys- tem solution design
SAP negotiation for licen- ces and consulting
Integration of further Miele business experts
Realisation based on mySAP CRM release 5.0
35 parallel working SAP spe- cialists all over the world
4 project modules cover all aspects of implementation
First roll-out activities already started
Roll-out method- ology defined
First key-user trai- nings conducted
Close synchronisation with Supply Chain Management project
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

13. The Miele Sales Template at a sketch
Interaction Centre
Mobile Field applications
E-Business
Sales
Service
Sales
Service
Sales
Service
mySAP CRM
Enterprise Sales
Enterprise Service
Billing/ Pricing
Sales Order
Opportunity mgmt.
Activity- mgmt.
Marketing mgmt.
Service Order
Complaint mgmt.
Contract mgmt.
Master data mgmt.
mySAP SCM
mySAP R/3
mySAP BW
Other
Logistik
Finance & Controlling
Sales
Analytics
Service order opti-misation
Comprehensive functions/systems
Middleware
Archiving
Authorisation
Duplicate check …
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

14. Sales Template project organisation integrates business and IT
Project Management
Business & IT representatives
Service
Marketing/Sales
Logistics
Admin
Template Team
Miele Business Team
Template Release Development
Miele IT Team CH GR …
Rollout Project Management
Local VG project manager
Rollout Coordinator
Central Miele coordinator
Local Rollout Team
Local VG business process owner
Local Miele Sales Template Rollout
Local VG key user
Central Miele IT department
Local VG IT
Local implementation partner
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

15. Business needs define rollout project
Business Change Mgmt.
Set-up
Project kick-off
Project team training
Detailed project planning
Specification
Go-live preparation
Data migra- tion
End user training
System testing
Go-live & support
System cut over
Hyper care
System operation
Realisation
Marketing/Sales
System demo/ gap analysis
Requirement management
Local template design
Configuration/ customising
System doc- umentation
Template unit/ module testing
Service
Logistics
Admin
Scope
Project organisation
Local blueprint
Configured system
Tested system
Live System
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

16. Content Initial situation Template approach Implementation and rollout
Operational model

17. Organisational model focussed on business needs
Miele IT
Business
Business develop- ment
Factories
VGs
Central units
Central IT (GT)
Development and excellence
Technologies and infrastructure
VG support
Marketing/Sales
Service
Logistics
Admin
Business operation
Factories
VGs
Central units
Operation and Service Center
Regional centers--
Group Process Owner
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

18. 3 level support structure for global IT support
New: Global IT support organisation
Existing LE OE
GTG
GTE UN
Internal user
Ameri- cas
Europe Middle East Africa
Asia Pacific
External user …
VGD
GTZ
Hotline GT
1st level
Regional service center
Service Center (SC) Gütersloh
2nd level
Service group 1
Service group 2
...
Service group 3
Corp. IT
3rd level
Department 1
Department 2
...
Department 3
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

19. Incident/ Pro- blem Mgmt.
IT-process model
Simplified
Require- ment Mgmt
Release Mgmt.
Software Engineering
Test Mgmt
Change Mgmt.
User Training
Configura- tion Mgmt.
Availability Mgmt.
Capacity Mgmt.
Security Mgmt.
Contact
Mgmt.
Enabling processes
Incident/ Pro- blem Mgmt.
Enabling processes deliver information for customer relevant support processes
High support quality requires overall optimisation of relevant processes
Mgmt. = Management
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008

20. Key success factors for global IT-support
Business driven project and operation with shared responsibility of business and IT
S A L E S T
E M P L A
Complex system landscape requires excellent know how for development and operation
Miele IT - Christian Grotowsky _MieleSAPimGlobalenEinsatz.ppt
21. Feb 2008