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

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

Our domestic appliances and products for commercial applications Miele IT - Christian Grotowsky 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

Content Initial situation Template approach Implementation and rollout Operational model

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

Content Initial situation Template approach Implementation and rollout Operational model

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

Content Initial situation Template approach Implementation and rollout Operational model

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

Content Initial situation Template approach Implementation and rollout Operational model

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008

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 080221_MieleSAPimGlobalenEinsatz.ppt 21. Feb 2008