E2E060 - Implementing Quality Management

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E2E060 SAP Customer Center of Expertise

- Implementing Quality Management

SAP Customer Center of Expertise E2E060 Customer COE

Material number:50095539 For internal u s e by C S C only For internal u s e by C S C only

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Copyright 2009 SAP AG. All rights reserved.

Neither this training manual nor any part thereof may

be copied or reproduced in any form or by any means,

or translated into another language, without the prior

consent of SAP AG. The information contained in this

document is subject to change and supplement without prior

notice.

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Course Prerequisites

Required Knowledge

Basic understanding of SAP Basis and Applications

Basic understanding of IT Support Processes

Experience in SAP IT Management

Preferred

E2E040 Run SAP

Familiarity with SAP Implementation and Operation Roadmaps, in particular the Run SAP Roadmap

Fundamentals of SAP Systems and SAP application management

SAP Application user interface experience (e.g. SAP GUI, SAP Enterprise Portal) For internal u s e by C S C only For internal u s e by C S C only

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Disclaimer

Current release of the SAP Solution Manager is: SAP Enhancement Package 1 for SAP Solution Manager 7.0.

The following note only applies to SAP customers in Germany and Austria:

The extent of the usage of the software package "SAP enhancement package 1 for SAP Solution Manager 7.0" depends upon the type of maintenance contract you have signed. If you have a signed contract for:

SAP Enterprise Support

SAP Product Support for Large Enterprises

SAP Premium Support, or

SAP MaxAttention

You are authorized to use all functions in the software package, without any restrictions.

If you have signed exclusively standard support contracts, you are allowed to install this software package, but you are only allowed to use a restricted functionality. You are not allowed to use the following Enterprise Edition functions:

Business Process Change Analyzer

Quality Gate Management

Custom Development Management Cockpit

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Target Audience

This course is intended for the following audiences: All SAP customers, in particular,

Customer Application Management

Implementation Project Management

Operations Management

Duration: 3 days

User notes

• These training materials are not a teach-yourself program. They complement the explanations provided by your course instructor. Space is provided on each page for you to note down additional information.

• There may not be sufficient time during the course to complete all the exercises. The exercises provide additional examples that are covered during the course. You can also work through these examples in your own time to increase your understanding of the topics.

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Course Goals

This course will prepare you to:

Realize the vision and value of “Single Source of Truth” and “Customer Center of Expertise”

Designing the Customer Center of Expertise (Customer COE) as “Single Source of Truth”-concept based on the RunSAP-Methodology and SAP Operational Standards (End-to-End Solution Operation Standards)

Understanding the Quality Management leadership aspects of Single Source of Truth and how to implement the processes and the reporting to measure success and progress

Learning and understanding the four Quality Manager roles required to operate a Customer COE:

Quality Manager for Safeguarding Integration Validation

Quality Manager for Business Process Improvement

Quality Manager for Protection of Investment

Quality Manager for Business Continuity

Learning about the requirements to achieve the Advanced Customer COE Certification for your company

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Customer COE Quality Manager Training

Agenda Day 1

Unit 2: Quality Manager for Safeguarding Integration & Validation Lesson 1: Implementation and Deployment Challenges

Lesson 2: Fundamentals for Safeguarding Integration Validation

Lesson 3: Safeguarding Integration Validation Process Overview

Lesson 4: Safeguarding Integration Validation – Assess

Lesson 5: Safeguarding Integration Validation – Analyze

Lesson 6: Safeguarding Integration Validation – Optimize and Verify

Lesson 7: Summary Afternoon Session Lunch 12:00 -1:00 Time/ Duration Topic Morning Session

Unit 1: Establishing the Customer COE – “Single Source of Truth “ Lesson 1: Customer Center o Expertise – “Single Source of Truth”

Lesson 2: Building the Customer COE & the Quality Manager Roles

Lesson 3: The Quality Process – Managing through Quality Gates

Lesson 4: Run SAP Overview

Lesson 5: Customer COE and Enterprise Support

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Customer COE Quality Manager Training

Agenda Day 2

Unit 4: Quality Manager for Business Continuity Lesson 1: Introduction - What is Business Continuity?

Lesson 2: Quality Manager for Business Continuity

Lesson 3: E2E Standards & Business Continuity Operations Process

Afternoon Session Lunch 12:00 -1:00 Time/ Duration Topic Morning

Session Unit 3: Quality Manager for Protection of Investment Lesson 1: Overview Protection of Investment

Lesson 2: Top Notes – Hot news - Side Effect Reporting

Lesson 3: Support Packages and Support Package Stacks

Lesson 4: Enhancement Packages

Lesson 5: Upgrade

Lesson 6: SAP Standards & Tools

Lesson 7: Custom Code

Lesson 9: Summary For internal u s e by C S C only For internal u s e by C S C only

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Customer COE Quality Manager Training

Agenda Day 3

Unit 5: Quality Manager for Business Process Improvement Lesson 1: Quality Manager for Business Process Improvement

Lesson 2: Business Process Improvement Process Overview

Lesson 3: Business Process Improvement - Assess

Lesson 4: Business Process Improvement – Analyze

Lesson 5: Business Process Improvement – Optimize

Lesson 6: Business Process Improvement - Verify

Lesson 7: Summary

Afternoon Session I

Unit 6: Course Summary Afternoon Session II Lunch 12:00 -1:00 Time/ Duration Topic Morning Session

Unit 4: Quality Manager for Business Continuity (Continued) Lesson 4: Business Continuity Operations Process – Project Handover

Lesson 5: Business Continuity Operations Process - Implement

Lesson 6: Business Continuity Operations Process - Operate & Optimize

Lesson 7: Case Study

Lesson 8: Summary For internal u s e by C S C only For internal u s e by C S C only

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E2E060 SAP Customer Center of Expertise 01

- Implementing Quality

Management

SAP Customer Center of

Expertise

E2E060 Customer COE

Establishing the Customer COE – “Single Source of Truth”

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Customer COE and Single Source of Truth:

Unit Objectives

After completing this unit, you will be able to:

Explain why a Customer COE (“Single Source of Truth”) is needed

Explain the requirements of Customer COE Certification

Explain what Customer COE documentation is required

Explain how a Customer COE (“Single Source of Truth”) is built and how the leadership role is defined

Explain the Quality Gate Process

Explain how each of the four Quality Manager roles and responsibilities are defined, including the KPIs they should report and the value they provide to their corporation. For internal u s e by C S C only For internal u s e by C S C only

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Quality Management establishes the Customer

Center of Expertise as Single Source of Truth

Lesson 3: The Quality Process - Managing through Quality Gates Lesson 4: Run SAP Overview

Lesson 5: Customer COE and Enterprise Support

Establishing the Customer COE (“Single Source of Truth”) – Unit Overview Lesson 1: Customer Center of Expertise – “Single Source of Truth”

Lesson 2: Building the Customer COE & the Quality Manager Roles

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Customer COE and Single Source of Truth:

Lesson Overview

Required Documentation

Customer Center of Expertise – “Single Source of Truth” Customer COE Overview

Certification of Customer COE

Summary For internal u s e by C S C only For internal u s e by C S C only

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The Nature of Business Is Changing

Business networks lead to increasing innovation and integration speed

2000 2007 2010

Every customer has mission-critical

applications along with integration needs

SAP landscapes become

more sophisticated the more comprehensive & integrated they are

To run these landscapes a new set of capabilities is required R/3 R/3 Legacy System Legacy System Manguistics Manguistics

» INCREASED SAP LANDSCAPE INTEGRATION

Business Networks No. of users

Optimized solution operations is the key success factor to manage speed of innovation and integration, risk and total cost of operations Æ Enabled by SAP Solution Manager Enterprise Edition

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How to maintain innovation & competitive advantage with issues like: Supplier integration across the value chain

Mergers & acquisitions

Rapid growth

Governance requirements

Currency fluctuations

Proliferation of new, enhanced technologies like SOA

….all of which require rapid & continuous technological improvement

» CHALLENGE #1: Continuous Innovation

Increasing Complexity is the #1 Cause of System Failure.

Economist Intelligence Unit, 2007

30% of issues incur time-to-resolution of more than one day. Forrester, 2006

67% of mission-critical applications have more than 9 hours of downtime per month. The Standish Group

ERP downtime costs $6,400 to $7,600 per minute. BMC, 2006 Downtime Effects Delay of invoicing Delay of company revenue Loss of employee productivity » CHALLENGE #2: Increased Cost & Risk

These Changes Bring New Challenges

More complexity and less control lead to cost & innovation challenges

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SAP Customer Center of Expertise

Awareness to Action

SAP is aware of customer pain points Pain points are addressed by best practices:

SAP Standards for E2E Solution Operations

Implementation methodology for E2E Solution Operations: Run SAP Quality Managers establish the

Customer COE and leverage Run SAP

Software logistics Monitoring Require-ments Design Deploy Build & Test Optimize Operate Application Management Change Management Solution Updates Problem analysis Integration Validation Integration Testing Innovation Management Transparency on Processes & Apps

Incident Management

SAP has compiled best practices for E2E Solution Operations based on experience from supporting customers for over three decades

End to End Solution Operations Design

Operations Handover into Production Operations & Optimization Assessment & Scoping Setup Operations

What is a “single source of truth”? - Leading system and QM organization provide the official or actual source of truth

E2E standards whitepapers can be found on the service marketplace at http://service.sap.com/supportstandards

RunSAP information can be found on the service marketplace at http://service.sap.com/runsap

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Customer Center of Expertise

Addressing Critical Challenges

BUSINESS

Global Business Process Champion Regional Business Process

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Integrated Q-Management, Single Source of Truth

Business Process Operation Custom

Development SAP Technical Operations

IT Infrastructure IT Cus to m er COE

The Customer Center of Expertise drives transparency and integrated quality management for resolution of critical challenges across SAP solution operations Standardize application management and establish a company-wide Quality Management

structure as a Single Source of Truth

Integrate organizational units into one end-to-end quality management process

Manage Quality Gates to meet defined quality standards

Provide transparency to Top Issues across all organizational units – executing agreed resolution strategies For internal u s e by C S C only For internal u s e by C S C only

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QM for Business Process Improvement

Solution Management Assessment

QM for Business Continuity

Change Control Mgt

Business Process and Interface Monitoring & Exception Handling

Data Volume Management

Job Scheduling Management

QM for Business Continuity Remote Supportability Root Cause Analysis System Administration System Monitoring Data Consistency Mgt. Incident Mgt. Single Source of Truth Integrated Quality Management QM for Safeguarding Integration Validation Solution Documentation Safeguard implementations & deployments Test Management BUSINESS

Global Business Process Champion Regional Business Process

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Integrated Q-Management, Single Source of Truth

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure IT QM for Protection of Investment Modification Clearance Custom Code Maintainability Enhancement Packages Change Request Mgt

Customer COE Organization

Relevant Functions and Scope

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Customer COE and Single Source of Truth:

Lesson Overview

Customer Center of Expertise – “Single Source of Truth” Customer COE Overview

Certification of Customer COE

Summary For internal u s e by C S C only For internal u s e by C S C only

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Certification of Customer COE Organization

Certification Scheme

Single Source of Truth and Accelerated Innovation

A phased approach to quality and continuous improvement in SAP solution operations

Integrated Quality Management functions:

Safeguarding for implementation & major deployments

Business Continuity

–RUN SAP methodology

–SAP Standards for Solution Operations

Business Process Improvement

Protection of investment

Basic functions relevant for primarycertification Functions relevant for advancedcertification

Contract Management

Support Desk

Information Management

Coordination of Innovation Requests

Service Planning

Certification by SAP of the Customer COE Organization

KEY MESSAGE: A Customer COE organization can be certified on two levels: primary and advanced, where the advanced certification is an extension of the primary certification. • SAP Customer COE Primary Certification

• SAP Customer COE Advanced Certification

More detailed information about certification can be found on SAP Service Marketplace http://service.sap.com/coe For internal u s e by C S C only For internal u s e by C S C only

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Certification of Customer COE Organization

Requirements for Primary Certification

* formerly CCC Certification, plus additional requirements

Focus

The focus of the primary certification is on enabling infrastructure and solid

foundational elements for SAP interaction.

Scope

The audit validates existence of foundational elements of SAP solution operations

Relevant for all installations in a customer or customer group

Customer schedules certification / re-certification with SAP. Relevant Functions

Completed primary certification checklist

Fulfillment and validation of basic functions:

Contract Management

Support Desk

Information Management

Coordination of Innovation Requests – ensuring quality management for:

– Modification clearance, Custom code maintainability and upgradeability, development request management

– Maintenance Optimizer, Maintenance certificate management.

– Management of Enhancement Packages (EhP), Legal Change (LCP), and Support Packages (Stacks).

Service Planning

Review Primary Certification Checklist - online

KEY MESSAGE: Primary certification verifies that the basic functions and infrastructure for collaboration with SAP are in place.

For further information, refer to:

• http://service.sap.com/coe Æ Customer COE Program Æ Primary Certification

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Certification of Customer COE Organization

Requirements for Advanced Certification

Advanced Certification

Focus

The focus of the advanced certification is integrated quality management

and operational excellence based on the Run SAP methodology.

Scope

Audit validates licensee’s SAP solution operations in accordance with SAP standards and methodologies:

RUN SAP methodology

SAP Standards for Solution Operation

Customer schedules certification / re-certification with SAP

A valid primary certificate must be held by the Customer COE for all installations for the customer or customer group.

Relevant Functions

Fulfillment and validation of Integrated Quality Management for:

Safeguarding Integration Validation implementations and major deployments

Business Continuity

– End-to-End Change Control

– End-to-End Root Cause Analysis

– End-to-End Business Process Integration & Automation Management

Business Process Improvement

Protection of investment

SAP reserves right to update certification requirements.

KEY MESSAGE: The advanced certification of a Customer COE organization covers a broader scope of SAP solution operations.

NOTES: This certification validates that the Customer COE team has mastered the use of key functions, processes, roles, skills, and use of tools based on SAP standards for solution operations and the Run SAP methodology.

For further information, refer to:

• http://service.sap.com/coe Æ Customer COE Program Æ Advanced Certification

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Certification of Customer COE Organization

Conditions of the Advanced Certificate

Structure of the certification process: Remote preparation collaboration

Operations audit

ÎThe successful audit leads to:

advanced certification

Validity of certificate

Two years extension of your valid primary certification.

Delivery conditions for certification On-site evaluation service

KEY MESSAGE: Gaining advanced certification for a Customer COE organization verifies that it has the necessary framework in place to support the adoption and execution of an integrated quality management based on the RUN SAP methodology.

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Customer COE and Single Source of Truth:

Lesson Overview

Customer Center of Expertise – “Single Source of Truth”

Summary

Certification of Customer COE Customer COE Overview

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Customer COE Required Documentation:

Solutions

The Solution Documentation standard defines the required documentation and reporting regarding the customer solution.

Objects to be documented: Processes for solution operations

Solution landscape

Jobs

Reports and programs

Interfaces

SLAs

KPIs

Risks:

No documentation of landscape and software components

Inefficient issue resolution due to unclear landscape setup

Inefficient implementation planning due to lack of landscape knowledge

As solution landscapes are maintained and adapted to meet the business demands, planning and reporting of the respective initiatives and projects become a fundamental instrument for successful solution operations. This is the focus of the minimum documentation standard.

The key to successful landscape planning and operation is an accurate and complete description of the solution landscape itself with all business processes.

All reporting is based on this fundamental information, e.g. issue reporting.

This information is valuable to the various departments at the customer. Moreover, experts from SAP can utilize this information base.

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Customer COE Required Documentation:

Top Issues Description

Description: Solution xyz out of maintenance

The project inherits the xyz ERP solution, which is the legacy logistics system providing the order to fulfillment functions, along with two other logistics systems. XYZ provides Sales and AR data to the R/3 financial main system. There is no OEM support and maintanance for the xyz solution. There is no known immediate plan to replace xyz.

Business Impact:

Any disruption to xyz will severely affect creation, shipment, and billing of customer orders. Financial Books cannot be closed as Sales/AR figures from xyz are not available in SAP ECC.

Recommendations:

Immediately develop and test a contingency plan to handle business disruptions that may be caused by a xyz failure.

Evaluate SAP ECC logistics functionality as a replacement for xyz in the immediate future.

Action Plan and Owner:

Define owner, responsibility, and dead line.

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Customer COE Required Documentation:

Core Business Processes - In Solution Manager

Plan.core – TT5 Z_CRM – C00

Create Sales Order(1)

Check availability (3) Create Sales Order(2)

Run MRP (4)

Post Goods Issue (9)

Manufacturing Process (5) Procurement

Process (5)

Create Billing Document (8) Create Outbound Delivery (7)

Enterprise Resource

Hopp ’n Malt

GLOBAL BEVERAGES

The Sales Order Process is one of the core business processes of The Beverage Sales division. A procurement process as well as an interface to the manufacturing process (Beverage Production division) are connected to this process.

In 2001 the Hopp´n Malt AG has introduced the SAP Solution Manager within all divisions. The SSM

is used up to now for business process monitoring of the core business processes as well as for system monitoring tasks and the creation of regular Early Watch Alert reports.

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© SAP 2009 / Page 1 ERP CRM XI/PI BI/EP Solution Manager AS-ABAP ITS AS-Java IPC AS-ABAP ITS AS-Java AS-ABAP BI ITS AS-Java EP BI-Java BEx AS-ABAP AS-Java SLD B u siness Scen a rio Mi d d le w a re Solution Manager Patch Application & Early Watch S L D / M oni to rin g / S y ste m Co nne c tion s

Customer COE Required Documentation:

Systems and Technical Information - In Solution Manager

Landscape Reporting

transaction SMSY Æ Utilities Æ Analysis

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Customer COE Required Documentation:

KPI Reporting Per Quality Manager

BUSINESS IT KPI Reporting KPI Reporting KPI Reporting KPI Reporting QM for Business Continuity QM for Protection of Investment QM for Safeguarding Integration Validation QM for Business Process Monitoring & Improvement

Quality Manager Lead Role

Consolidated KPI Reporting to

C-level Management (monthly)

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure KEY MESSAGE:

KPI reporting per QM area and consolidated to C-level management KPI reporting needed to provide sustainability in execution

• Follow-up on SAP recommendations

• Dedicated ownership, responsibilities, and action plans • Evaluation and “securing of success” after improvements Details in the next unit

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Customer COE and Single Source of Truth:

Lesson Overview

Customer Center of Expertise – “Single Source of Truth”

Summary

Certification of Customer COE Customer COE Overview

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Quality Manager roles define essential components of the Customer

Center of Expertise

Enabling capabilities, thorough analysis and execution via action

plans

Providing company-wide transparency based on facts and

measurable KPIs

Reporting successes and roadblocks to IT Application Management,

Business and company leadership (i.e. CIO)

Customer Center of Expertise helps customers to speak the same

language as SAP. Provides the needed operational framework for

day-to-day follow-up.

Summary

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Quality Management establishes the Customer

Center of Expertise as Single Source of Truth

Lesson 3: The Quality Process - Managing through Quality Gates Lesson 4: Run SAP Overview

Lesson 5: Customer COE and Enterprise Support

Establishing the Customer COE (“Single Source of Truth”) – Unit Overview

Lesson 1: Customer Center of Expertise – “Single Source of Truth”

Lesson 2: Building the Customer COE & the Quality Manager Roles

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Building the Customer COE & the Quality

Manager Roles: Lesson Overview

Summary

Building the Customer COE & the Quality Manager Roles Overview

Quality Manager for Business Process Improvement Quality Manager Business Continuity

Quality Manager for Safeguarding Integration Validation

“Single Source of Truth” and Quality Manager Lead Role

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Customer Center of Expertise

What is “Single Source of Truth”?

A leading system and a Quality Management organization that provides the official or actual source of truth

A structured, comprehensive, unified and reliable collection of information about all projects in progress and the state of the productive SAP solution which in turn provides the basis for informed and fact-based customer decisions and actions during the complete solution life-cycle

IT

Champion Program Management Office (PMO) End User, Application Management QUALITY MANAGEMENT

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure Custome r COE BUSINESS Key User KEY MESSAGE:

The key elements of Quality Management build the foundation of the Single Source of Truth model. In particular, the elements are:

• Solution Documentation. The systems and the mission-critical processes of the company are documented and published.

• Top Issue Reporting. The top issues are identified, known, communicated, and addressed with appropriate action plans for resolution.

Test Management. All changes introduced to production landscapes are known and properly tested before being imple-mented, including a full regression testing for larger changes.

Quality Gates. The Q-gates for critical implemen-tation and upgrade projects are defined, agreed upon, and eventually signed-off by all involved business owners and IT application owners.

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Customer Center of Expertise

The need for a Lifecycle Management System

Solution Directory Projec ts Solu tion

Roadmap, Blueprint and Implementation

Solution Monitoring Service Delivery Upgrade Testing E-Learning Management

SAP Solution Manager

Template Development Implementation Content OPTIMIZE SAP ERP SAP CRM SAP APO Other BPR Systems Business Processes Documentation OPTIMIZE IMPLEMENT OPERATE Business Process

Solution directory transaction is SOLMAN_DIRECTORY.

• Contains technical and functional information and documentation for a solution landscape, such as the production landscape systems and business processes

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Lifecycle Management Challenges

The need for CCOE Quality Managers

Transparency on Processes & Apps

• • In •Te •Chan • In •Requ •Inno • • I • • S •Sy • & di • In •M •E • C • So •M • • •

Identification of core business processes

Central documentation of processes, custom code, partner applications, system landscape

tegration Testing

st in heterogeneous environments ge Impact Analysis

Test Data Management, Test Automation

novation Management

irements management vation discovery Innovation w/o disruption Project management

ntegration Validation

Data inconsistencies in complex system landscapes Performance bottlenecks

oftware logistics

nchronized transport of ABAP, Java, .NET and C components Complex and opaque transport situation

Problem analysis in complex verse technology stacks

Root-cause analysis across technology stack from front-end down to database / OS level

cident Management

issing support for mission critical processes xchange of required technical information Involvement of partners in problem resolution

hange Management

Missing governance, project management and integration between requirements management and software logistics

lution Updates

issing guidance for upgrade projects Handling of custom code during upgrade Consistent SAP updates

Zero downtime during upgrades

Monitoring & System ministration

Decentralized monitoring, alerting and service vel reporting

al system administration & job scheduling Data volume management

Ad • le •Centr • Challenge:

Development and Support of large and complex software applications can be a nightmare for companies of any size with budget overruns and delivery delays.

Also, as potential outsourcing's risks grow ever greater, the need for control by in-depth monitoring of disruptions and deviations is critical. If corporate data, intellectual property, and business

processes are to remain stable, transparency in real time, becomes a necessity. The stability of a company's outsourcing practice depend on it.

Solution:

Ensure that challenges are met through adequate support processes and driven by CCOE Quality Managers.

Efficient Application Lifecycle Management should utilize the capabilities of SAP Solution Manager and establish a “Single Source of Truth”.

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Customer Center of Expertise

Quality Manager Lead

Quality Manager Lead Enables

:

QM frameworks for all four Quality Managers

Quality Gates

Standardization for all Quality Management

areas

Ensuring highest quality service levels across the Application Management organization

Developing and rolling out of Quality Standards and Quality Templates

Company-wide (global) reporting on Quality

Progress using facts and numbers

Successes and achievement

Value and cost savings (qualitative, Quantitative)

Top issues and road blocks

C-Level reporting is key

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Customer Center of Expertise

Additional Quality Management Roles

Roles for Integrated Quality Management

Besides the QM Lead of the Customer COE, who manages the team, manages process compliance, and takes responsibility for the team’s work, the following roles should be created and assigned to employees:

Quality Manager (QM) for Safeguarding Integration & Validation: Implementations and Deployments

QM for Business Continuity: Operational challenges

QM for Business Process Improvement: Business Process Management

QM for Protection of Investment:

Modification and Custom Code Management SAP equips each QM role with methodologies and tools to identify top issues. The methodologies and tools are the product of over 35 years of experience SAP has had to support mission-critical solutions.

Safeguarding for Business Continuity Quality Management for Safeguarding Implementations and Major Deployments Safeguarding for Protection of Investments Quality Management for Business Process Monitoring &

Improvement Integrated_Quality Management

KEY MESSAGE: In order to establish a single, central source of truth and drive integrated quality management, different roles in addition to the head of the Customer COE need to be adopted:

NOTES: To achieve these goals different roles must be implemented within the Customer COE. Besides the

head of the Customer COE, who manages the team, manages process compliance, and takes responsibility for the team’s work, the following roles should be created and assigned to employees:

Quality Management for safeguarding of implementations and major deployments. (Interfacing to the PMO)

Quality Management for Business Process Improvement (interfacing to the Business process champions)

Quality Management for business continuity - in close collaboration with Business process operations, SAP Technology operations (NetWeaver, MS, DOT NET, etc),

Quality Management for protection of investment - in close collaboration with Custom Development.

Stakeholders in SAP Solution Operations: (IT side)

On the technical side, the customer IT organization has to ensure that services provided by the SAP solution are available for the business units. The application management team is in direct contact with the business units. It is responsible for implementing the business requirements and providing support for end users. To do so, the application management team is supported by other organizations within IT. Business process operations covers the monitoring and support of the business applications, their integration, and the automation of jobs.

Custom development adjusts the solution to meet customer-specific requirements with special internal developments. SAP technical operations is responsible for the general ad-ministration of systems and detailed system diagnostics.

And the IT infrastructure organization provides the underlying IT infrastructure (such as network and databases). Further specialization is possible within these organizations as well. For example, there may be individual experts for different applications within SAP technical operations.

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Stakeholders in SAP Solution Operations: (Business side)

On the business side, most stakeholders are end users. They use the implemented functionality to run their daily business. Some of the end users have special knowledge regarding the business applications. These key users provide first-level support for their colleagues. Business process champions have the lead role within the business units. They define how business processes are to be executed. A program management office communicates these requirements to the IT organization, decides on the financing of development and operations, and ensures that the requirements are implemented.

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Customer COE is the “Single Source of Truth”

Quality Managers & SAP Solution Manager

QM for Business Process Improvement

Solution Management Assessment

QM for Business Continuity

Change Control Mgt

Business Process and Interface Monitoring & Exception Handling

Data Volume Management

Job Scheduling Management

QM for Business Continuity Remote Supportability Root Cause Analysis System Administration System Monitoring Data Consistency Mgt. Incident Mgt. Single Source of Truth Integrated Quality Management QM for Safeguarding Integration Validation Solution Documentation Safeguard implementations & deployments Test Management BUSINESS

Global Business Process Champion Regional Business Process

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure IT QM for Protection of Investment Modification Clearance Custom Code Maintainability Enhancement Packages Change Request Mgt SAP SOLUTION MANAGER For internal u s e by C S C only For internal u s e by C S C only

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Building the Customer COE & the Quality

Manager Roles: Lesson Overview

Summary

Building the Customer COE & the Quality Manager Roles Overview

Quality Manager for Business Process Improvement Quality Manager Business Continuity

Quality Manager for Safeguarding Integration Validation “Single Source of Truth” and Quality Manager Lead Role

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Quality Manager for Safeguarding Integration

Validation Successful Deployments 1/2

Quality Manager for Safeguard Integration Validation

The set-up and review of an integration test plan requires a comprehensive understanding of the implemented solution, including the software landscape, the core business processes, and all interfaces.

Analyze and document the critical Business Processes ‘end to end’

Optimize Testing, and Technical Correctness

Measure solution performance to verify the results.

1

Major Implementation and Deployments Projects

SAP Safeguarding Integration Validation process

Quality Gates as part of methodology Siebel Manugistics Documentum EP 7.0 People-soft HR External Web Outlook Spread Sheet _EP 6.0 R/3 XI R/3 CRM R/3 Verify! Measure Assess Optimize

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT Integrated Q-Management, Single Source of Truth

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure IT BUSINESS KEY MESSAGE:

The QM is responsible for the quality of the implemented solution’s documentation, which must describe the software landscape, the core business processes, and all interfaces.… Enforcing:

• Analyze the Business Process “End to End”

• Optimize Performance, Data Consistency, and Technical Correctness

NOTES: Reduce Risk in Implementations. All implementation projects are managed under budget and time constraints. Going Live no installed base solution is tuned. There is always a 30+% improvement opportunity with regard to data growth, response times and business process execution times.

Responsible for Quality Management of: Test Management

• Verifying a schedule of testing with regards to the project plan • Review test environment

• Evaluates the test results Safeguarding Deployments

• Ensure Safeguarding for Implementation Projects • Ensure Integration Test Plans

• Evaluate Business Processes and System Landscape

• Identify mission-critical business processes, steps, and interfaces

(44)

• Ensure Top issue management using SAP Solution Manager including action plan(s) for Integration Validation For internal u s e by C S C only For internal u s e by C S C only

(45)

Quality Manager for Safeguarding Integration

Validation Successful Deployments 2/2

Quality Manager for Safeguard Integration Validation

The set-up and review of an integration test plan requires a comprehensive understanding of the implemented solution, including the software landscape, the core business processes, and all interfaces.

Analyze and document the critical Business Processes ‘end to end’

Optimize Testing, and Technical Correctness

Measure solution performance to verify the results.

1

Major Implementation and Deployments Projects

SAP Safeguarding Integration Validation process

Quality Gates as part of methodology Siebel Manugistics Documentum EP 7.0 People-soft HR External Web Outlook Spread Sheet _EP 6.0 R/3 XI R/3 CRM R/3 Verify! Measure Assess Optimize

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT Integrated Q-Management, Single Source of Truth

Business Process Operation Custom Development SAP Technical Operations IT Infrastructure IT BUSINESS

KPI areas to be reported monthly • Test Management Reporting • Incident reporting

• Top Issue reporting (incl. action plan for resolution) Quality Manager’s Value to Customer

• Golive of Implementation and Upgrade projects on time and on budget!

• Thoroughly tested software result in reliable and stable production environments – Causing significantly less incidents

– Reducing significantly correction efforts

• Test automation leads to high test quality while reducing workload for testers – Test cases re-usage for upcoming regression testing

(46)

Quality Manager for Business Continuity

Operational Stability and Lower TCO 1/2

Quality Management for Business Continuity

To ensure business continuity, enable standardization, process compliance and integration of all operation units. One end-to-end support process - integrated:

change control methodology that identifies precisely which change impacts which core business process

incident management and root-cause analysis solution for business processes, interfaces, and SAP technology

capacity management for business processes and systems and end-to-end integration of the business process unit and SAP technology operations

The Run SAP methodology facilitates the implementation of end-to-end solution operations. It supports best practices and provides content, services, training, and tools to perform end-to-end solution operations efficiently

2

Operational Issues

Run SAP: End-to-End Solution Operations

Fix Issues and Optimization of Operations Operations Business Process Performance Optimization Data Volume Management Job Scheduling Management

Business Process & Interface Monitoring Data Consistency

Management

BUSINESS

IT

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Business Process Operation Custom

Development SAP Technical Operations

IT Infrastructure

KEY MESSAGE:

QM for business continuity is in the application management unit and serves as the interface to the business process operation, SAP technology operations, and the IT infrastructure unit. NOTES: Reduce Total Cost of SAP Operations. The daily challenge of maintaining

the availability of IT service and support the business at a justifiable cost requires: Tools and monitoring to establish processes across organization and different locations. Collaboration - sharing the same data and information as well as tracking of issues and results.

The QM for business continuity drives the processes to establish:…

One end-to-end integrated incident management and root-cause analysis solution for business processes, interfaces, and SAP technology

One end-to-end integrated change control methodology that identifies precisely which change impacts which core business process

One end-to-end integrated capacity management for business processes and systems The end-to-end integration of the business process unit and SAP technology operations Responsible for Quality Management of:

System Monitoring & System Administration

• Providing pro-active solution reporting using EarlyWatch Alert and tracking follow-up actions Root Cause Analysis

• Providing standards for RCA execution • Tools, Methodologies, Documentation • Across company’s departments

(47)

• Providing IT Reporting, Analytics, and Health checks including action plans / follow-ups For internal u s e by C S C only For internal u s e by C S C only

(48)

Quality Manager for Business Continuity

Operational Stability and Lower TCO 2/2

Operations Business Process Performance Optimization Data Volume Management Job Scheduling Management

Business Process & Interface Monitoring Data Consistency

Management

2

Operational Issues

Run SAP: End-to-End Solution Operations

Fix Issues and Optimization of Operations

BUSINESS

IT

Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT

Business Process Operation Custom

Development SAP Technical Operations

IT Infrastructure

Quality Management for Business Continuity

To ensure business continuity, enable standardization, process compliance and integration of all operation units. One end-to-end support process - integrated:

change control methodology that identifies precisely which change impacts which core business process

incident management and root-cause analysis solution for business processes, interfaces, and SAP technology

capacity management for business processes and systems and end-to-end integration of the business process unit and SAP technology operations

The Run SAP methodology facilitates the implementation of end-to-end solution operations. It supports best practices and provides content, services, training, and tools to perform end-to-end solution operations efficiently

Change Control Management

• Ensuring the integrity of moving dual-stack applications changes into production Data Volume Management

• Defining and ensuring data growth monitoring, archiving procedures Job Scheduling

• Providing operational guidelines for job control, exception handling, and re-start procedures • Ensuring monitoring of critical jobs

Implementation/Upgrade Tools

• Introducing the use of Solution Manager Roadmaps (for example, RunSAP, Upgrades) Key Reporting

• IT Analytics and Health Checks (System Monitoring)

• Planned and unplanned downtime outages (systems, applications & interfaces) • Report data storage usage and the effect of archiving or other strategies • Job chain execution and workload profile

• Specific reporting on key projects (Upgrade / Implementations) • New and/or updated support processes & tools

Quality Manager’s Value to Customer • Reduced time-to-resolution of critical issues

y High end-user satisfaction with high system performance

(49)

y Reduced cost from reduced data volumes

y Business availability from background job management y Higher IT-Support-employee satisfaction via empowerment

(50)

Data Integrity & Transactional Consistency Management

Data Volume Management

Business Process & Exception Handling Mgt.

Job Scheduling Management Remote Supportability

Proactively ensure reliable business process flow and throughput

Optimize business process flow and throughput

Keep data growth & size under control

Proactively avoid or detect harmful data inconsistencies

Automate business process while considering time and HW restrictions

MRP Run 1000 Billing Run Archiving

MRP Run 2000 Reorganization Backup

MRP Run 3000 Transports

Change Control & Testing Mgt

Moving ABAP & non-ABAP changes

System Monitoring & System Admin

Service Level Reports

Operations

Managing Business Continuity

Quality Manager’s Perspective

(51)

Quality Manager for Business Process

Improvement Optimize Business Benefit 1/2

Quality Management for Business Process Improvement Technical business process operations monitoring

Monitor all queues, interfaces, workflows and batch jobs

100% transparency and monitoring of business process exceptions

100% transparency of business process KPIs

Data consistency check framework

3

Innovation

Solution Management Assessment

Business Process Management

Managing Data Consistency

Perform Order Rescheduling(V_V2) Send Urgent

Order

Create Sales Order

In case of Discrepancies block Discrepancies on Bin in Storage Type 999 Create Outbound

Delivery (VL10A) Create Shipment_(VT01N)

DMS

Confirm Picking TO with difference Create Picking

Transfer Order (TO)

Perform Billing (VF04)

ERP

Confirm Picking TO (LT11) Post Goods Issue

Global Business Process Champion Regional Business Process Champion Program Management Office (PMO) End User, Key User Application Management Business Process Operation Custom

IT Infrastructure

KEY MESSAGE: Alignment of IT to different business units is vital for maintaining end-user and business owner satisfaction as well as for understanding and resolving any issues that impede business processes.

NOTES: Optimize Business Benefit. A key value driver of SAP industry solutions is the automation of end to end business processes. Exceptions must be monitored closely in order to increase service and production levels (e.g. out of stock situations, incomplete deliveries, missing material for production etc.) An E2E Business Solution across several application components and data bases is nearly always inconsistent. The level of inconsistency depends on how fast queues, interfaces, workflows and batch jobs are processed. These inconsistencies must be managed to an acceptable level. QM for Business Process Improvement

• ... analyze top issues in the SAP solution landscape

• ... Mapping top issues, requirements, and challenges to the functionality • ... business process monitoring and exception handling

• * Business process champions have the lead role within the business, defining the business requirements and how business processes are to be executed.

Responsible for Quality Management of: Business Process Improvements

• Defining improvement potentials of all business processes across SAP and non-SAP components (including interfaces)

• Aligning and enabling the process of identifying potential areas for improvements with the business process champions, IT Application Management, and SAP

• Including also non-SAP applications and/or manual interventions into the scope

(52)

• Validating the improvements in terms of performance and other savings For internal u s e by C S C only For internal u s e by C S C only

(53)

Quality Manager for Business Process

Improvement Optimize Business Benefit 2/2

Quality Management for Business Process Improvement Technical business process operations monitoring

Monitor all queues, interfaces, workflows and batch jobs

100% transparency and monitoring of business process exceptions

100% transparency of business process KPIs

Data consistency check framework

3

Innovation

Solution Management Assessment

Business Process Management

Managing Data Consistency

Perform Order Rescheduling(V_V2) Send Urgent

Order

Create Sales Order

In case of Discrepancies block Discrepancies on Bin in Storage Type 999 Create Outbound

Delivery (VL10A) Create Shipment_(VT01N)

DMS

Confirm Picking TO with difference Create Picking

Transfer Order (TO)

Perform Billing (VF04)

ERP

Confirm Picking TO (LT11) Post Goods Issue

Global Business Process Champion Regional Business Process Champion Program Management Office (PMO) End User, Key User Application Management Business Process Operation Custom

IT Infrastructure

Service Level Agreement Definitions

• Aligning (defining) and report the business unit’s requirements and service level agreements (SLA) with the customers, internally and externally

Key Reporting

• Per identified mission-critical Business Processes – Business Process Performance

– Business Process Availability – Data inconsistencies reporting – Exception Reporting

Quality Manager’s Value to Customer

• Reduce cost through highly optimized business processes

• Increased end user satisfaction through faster and more reliable business processes • Avoid costly potential business disruptions through business process monitoring • Avoid costly data clean up caused by data inconsistencies

• Closing gaps between application management vision and as-is situation

(54)

Quality Manager for Protection of Investment

Accelerate Innovation 1/2

Quality Management for Protection of Investment

Minimize costs and risk by applying regular and consistent updates of the technology stacks and application components as a non-event and value driver for the business

Leverage built-in innovation with Enhancement Packages (EhP)

Ensure customer code maintainability and upgradeability and avoid unnecessary modifications or custom developments.

Minimize test efforts with change impact analysis - tests only the software program components of the business processes that have been changed

SAP Technical Upgrade Commitment

Every installed base customer solution can be upgraded to the next release.

SAP provides all tools to manage the technical upgrade. Protection of Investment Global Business Process Champion Regional Business Process Champion Program Management Office (PMO) End User, Key User Application Management QUALITY MANAGEMENT Integrated Q-Management, Single Source of Truth

Business Process Operation Custom

Development SAP Technical _Operations

IT Infrastructure BUSINESS

IT 4

Business Driven Innovation

New functionality can be deployed step by step to fulfill business needs or optimize existing business functions

4

Innovation

Optimized custom development & modification clearance

Upgrades and Enhancement Packages

Maintenance Release Strategy (Support Packages)

KEY MESSAGE: The main goal of the QM for protection of investment is to perform regular updates to the technology framework and application components.…

NOTES: Protect the SAP Investment: A core value of SAP products is the continuous update to the next business best practices of all SAP industry solutions and updating technologies stacks to their latest versions as well as timely implementation of all legal requirements. These updates are provided by the enhancement packages and legal change packages. In order to implement SAP Continuous Improvement the cost and risk of applying support -, legal change- and enhancement packages must be minimized. Costs are mostly driven by conflict resolution with custom code and custom specific usage as well as the overall testing effort. Risk derives from unforeseen side effects.

• As the main interface to Custom Development, the QUALITY MANAGER FOR PROTECTION OF INVESTMENT is responsible for establishing:

• A link with SAP to perform modification justification checks and custom code maintainability checks

• An efficient and reproducible procedure for conflict resolution • Automated, low-cost testing of core business processes • Minimum downtime of the production landscape • Rapid creation of low-cost test landscapes Responsible for Quality Management of: Upgrade and System Maintenance

• Determine optimal upgrade, Support Stack, Support Package and EHPs update strategy