INFLUENCING Customer Connection – Enable the Installed base

triangledriprockInternet and Web Development

Aug 7, 2012 (5 years and 3 months ago)

638 views

INFLUENCING

Customer Connection


Enable the Installed base

SUG MENA Annual Conference

May 30, 2011

©
2011 SAP AG. All rights reserved.

2

User Groups


Engagement for Value



Source:

GUGO

Influencing

Information

©
2011 SAP AG. All rights reserved.

3

Understand the Functionality Available



Ease Access to Roadmap


Information

Web
-
presence

SAP Roadmaps

Webinars

on the SAP Roadmaps

Solution Browser Tool

SAP Rapid Deployment Solutions

SAP Business Function Prediction Tool

Get overview

Find general
information

Map to your
installation

Execute on your
installation



Source:

GUGO, GUO, Field Enablement

©
2011 SAP AG. All rights reserved.

4

Access via Web
-
Presence



Service Marketplace

www.service.sap.com/roadmap




Source:

GUGO, GUO, Field Enablement

©
2011 SAP AG. All rights reserved.

5

Business Function Prediction for SAP® ERP



New Version including EhP 5


Prediction of relevant enhancement package
functionality based on your existing system usage


Direct access to all project relevant information:


Overview presentation and documentation


Release notes and test case catalogs


Mapping to technical usage


2200+ satisfied customers


Content & links available in English & German


Report additionally available in:

French, Spanish, Italian, Chinese and Japanese


News with version 1.1:


Improved structure and interactivity


New relevance indicator


Improved popularity


New: All information about enhancement
package 5 for SAP ERP!

For details


桴h瀺p⽳/牶楣i⹳.瀮捯洯扦c

潲o敭慩氠
敨e
-
瑥t桀獡瀮捯c

©
2011 SAP AG. All rights reserved.

6

SAP Solution
Browser
Tool



Show delta functionality for End
-
Users


Discover new functionality across different
SAP ERP releases and SAP enhancement
packages for SAP ERP


Assess the business benefits and the value
of upgrading by comparing functional
enhancements

Description

Further Information / Tool Access

Benefits


Via SAP Service Marketplace at:

http://service.sap.com/solutionbrowser


Direct access at:

http://erp.fmpmedia.com


Tailored access to detailed and structured
delta information


Reduced effort to define a business case or
value proposition for an upgrade


Fast identification of capabilities that
respond to user requirements

©
2011 SAP AG. All rights reserved.

7

Connecting SAP Customers with

SAP Product Development

Improvement


TODAY’S
SOLUTION

Incremental
Improvements

Innovation

PLANNED
SOLUTION

Next products
and solutions

Three Channels for Customer Influence

Vision

FUTURE
DIRECTIONS

Strategic
Concepts



Source:

GUGO

©
2011 SAP AG. All rights reserved.

8

http
://service.sap.com/
influence

Influence Web Presence



Launched May 6, 2011




Source:

GUGO
,
Marketing

©
2011 SAP AG. All rights reserved.

9


Allocate
development capacity


Qualify improvement requests


Communicate execution decision


Develop improvements


Deliver improvements

SAP

Improvement



Incremental Enhancements of Today’s Solutions

Objective


Drive customer participation


Ensure quality
of Improvement
Requests


Orchestrate customer commitments


Support
development process


Support towards productive use


Share success with community

Customer Community


Enhancements for SAP’s products and solutions in
productive use


Simple

deployment
for customers for easy and fast adoption


Customer driven
approach with clear responsibilities

Improvement

TODAY’S
SOLUTION

Enhancements



Source:

QGP, TIP, GUGO, GC

©
2011 SAP AG. All rights reserved.

10

Connecting SAP Customers & SAP Development


Customer Connection for Continuous Improvement

Improvement


TODAY’S
SOLUTION

Incremental
Improvements


Collaboration between Customer Communities
and SAP for Focus Topic definition and
Improvement Request collection and execution


For product releases in mainstream
maintenance


Structured along Focus Topics with fast cycle
times


Improvement Requests provided by customers


Minimum 5 subscribed customers required per
Improvement Request


Supported by collaboration platform


Delivered via Notes and Support Packages

(
no structural changes)


Transparency on decision and execution status


Productive use directly after shipment expected



Source:

GUGO

©
2011 SAP AG. All rights reserved.

11

Customer Connection High level Process



Joint Effort and Dedicated Responsibilities

Improvement
Request


productive use and
referencing

Focus

Topic
definition and
information

Improvement
Requests
collection, selection,
development per
Focus Topic

Customer Communities

SAP



Source:

GUGO

©
2011 SAP AG. All rights reserved.

12

Customer
Communities

Focus Topic Definiton process



Joint Effort

DSAG

Decision Criteria


Skill / Capacity


Installed

Base

CC 2011
-
1

CC 2011
-
2

CC 2011
-
3

CC 2011
-
4

PLM


cycle

1

PLM


cycle

2

CRM

Healthcare

Healthcare

Decision Criteria


Demand / Importance


Active Special
Interest Group

ASUG

VNSG

UK & Irel.

SAP

Support

Solution Mgmt.

Sales, consulting

. . .

MENA

CWG

HTEAC

. . .

Focus Topic Pool

Focus Topic

Focus Topic

Focus Topic

Focus Topic

. . .

. . .

Focus Topic
definition
syndication


Defined Focus Topics


Update quarterly


Named

Cycle




Source:

GUGO
, Customer Communities

©
2011 SAP AG. All rights reserved.

13

Collection Process
Customer Communities



Current status Improvement Request Collection



1

QM/LIMS


Source:


DSAG,
QGP

CRM

Insurance

EPM

Healthcare

Plant
Maintenance

Discrete
Industries

PLM

Public
Services

Chemicals
1

2010

2011

Notes delivered

Downport

started

First Note
delivered

Planned for
Execution

Planned for
Execution

Moved to later

Defined Q3/
2011

Collection
underway

Collection
underway

Collection
underway

Cust
.

Communities

nominated

SAP nominated

SRM

Collection
underway

Banking

Defined Q2/2011

Media

Defined Q2/2011

EH&S

Defined Q4/2011

CRM

(Cycle 2)

Collection
underway

©
2011 SAP AG. All rights reserved.

14

Customer Connection Engagement Process



Improvement Requests Timeline & Task


Post / document


Vote & rank


Check Criteria


Commenting


Quality check


Subscripted
Customer

Customer
Communities /
Customers


Analyze
details


Estimate
effort,
timeline,
delivery


Decide


Communicate decision


Prepare
development


Joint


define/specify,
develop, test, validate


Prepare for
commun
-
ication, productive
use

& referencing

SAP

SAP &
Customers

Collect

Select

Develop

Use

Focus Topic
defined

Kick
-
off

Call
1

Final

Call

Decision

Delivery

Call

Selection

Call
2

2 weeks

6
-

8 weeks
1

~ 4 weeks

~ 6 month


1

Idea Place Terms of Use


Set
framework to Handle IP, confidentiality, SAP
commitment, 3
rd

party liability


2

Feedback Agreement


Set framework to Handle IP, confidentiality, SAP commitment



Source:

QGP,
GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

15

Focus Topic Timeline & Improvement Request statistics



Final timeline and possible delivery to be confirmed

Process & # of Imp.

Request

30

25

22

Collect

Select

Develop

Use

Foc
. Topic

Q2 2011

Q3 2011

Q4 2011

Q2 2012

Industry

3
-
3
-
3

Plant
Maint
.

CRM

(
Cyl
. 1)

CRM

(
Cyl
. 2)

SRM

EPM

Healthcare

Insurance

QM / Chem.

DI Cross

Public Sector

Banking

19
-
19
-
10

18

14

1

16

14
-
7
-
7

6

PLM

Q1 2012

26

DI High Tech

42

4

DI IM&C

24

Media

Prod./
Solut
.


Source:


QGP, Customer Connection, SAP development

©
2011 SAP AG. All rights reserved.

16

Media

2 weeks

6
weeks
1

2 weeks

Customer Connection Engagement Process



Focus
Topic Media

Collect

Select

Develop

Use

Focus Topic
defined

Kick
-
off

Call
1

Final

Call

Decision

Delivery

Call

Selection

Call
2


1

Idea Place Terms of Use


Set
framework to Handle IP, confidentiality, SAP
commitment, 3
rd

party liability


2

Feedback Agreement


Set framework to Handle IP, confidentiality, SAP commitment



Source:

QGP,
GUGO, Customer Communities

May 6.

June 15.

Mid July

June 30.

Prep

Lead

Axel

Förste

©
2011 SAP AG. All rights reserved.

17

Idea Place Customer Connection private Workspace



Template for Improvement Request Submission

Basic

Principles


Global and
common


In English


Common private
space for all
participating
Customer
Communities


One

global
‘Improvement
Request Owner’


Global recruitment
o
f ‘subscribed
customers’




Source:

SDN,
QGP
,
GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

18

Private Workspaces

for Customer Connection

How to become a User in Customer Connection private
Workspace in Idea Place

SAP
Service
Marketplace (SMP)




S
-
User

SAP Community
Network (SCN)



P
-
User

Go to Idea Place

https://ideas.sap.com

Log On

If
certificate is required
,

select SAP Passport certificate

Welcome


Public

Workspace

Your Name displayed


upper

right corner

No

No

No

Send email to

Tanja

Russow



T.Russow@SAP.com
1

S
ubject:
NAME
: ACCESS
REQUEST

Include:
first name, last
name, email,
userid

Customer Connection


private Workspace

https://ideas.sap.com/community/cc


1

Handover to Customer

Communities planned


Source:

SDN,
QGP
,
GUGO,

Customer Communities

SAP Passport
?

E
mail

confirmation



Access granted

Create SCN Account

1.

Go to SCN to register

https
:
//www.sdn.sap.
com/irj/scn/register

2.

Follow instructions to
create SCN account

Get SAP Passport

1.

Go to (SMP)
https://service.sap.com

2
.

Log on to SMP

3.
Click
on
Benefit
from Single Sign
On
and and follow instructions

Sign
-
on to SMP will
be
automatic

©
2011 SAP AG. All rights reserved.

19

Customer Connection Decision Meeting



SAP decision Criteria on Improvement Requests

Improvement Request
delivered by

Customer
Communities


Ensure

quality


Enforce the
criteria


Drive
customer
engagement

1.
Demand by relevant market

(local / global)

2.
Realization time and effort

(capacity / skills)

3.
Easy and fast deployment, e.g. Notes,
Support Packages (no structural
changes), should be ‘switchable’

4.
Positive impact in overall maintenance
effort, customer TCO and usability

5.
Support usage of functionality
provided by current releases/
EhP

6.
Release on mainstream maintenance
at customer connection decision point

7.
Minimum 5 customers subscribing per
Improvement Request

8.
Secure engagement going forward




Source:

QGP, GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

20

Decision and Rationale



Transparency and Timely Communication

Scoped / Planned for Execution

Start development
engagement

Pending

Engage

for details


internal, external

Rejected

Violating design rules

Will not be executed

Size

Innovation

Impact / Structure changes

Innovation

Possibility to Switch

Innovation

Skill / Capacity

Next Cycle

Market size/demand

Custom Develop./Partner

Country specific / Legal

SAP Globalization Org.




Source:

QGP, GUGO, Customer Communities

Others, e.g. criteria

To be determined

©
2011 SAP AG. All rights reserved.

21

Flexible delivery of Improvements



Notes, Support Packages


Initial delivery of improvement with S
-
notes, consolidation into
support packages and new releases/enhancement packages.


Available for all releases in mainstream maintenance (Top


Down)
1


Notes are compatible with/available for all Support Packages on the
release/enhancement package.


Customer

Application
Development

New/

Upgrade

Update

Stable

APPL

APPL

APPL

S
-
Note


SP


1

T
echnical
restrictions might be
possible


Source:

QGP, GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

22

EHP 1/2

EHP 3

EHP 4

EHP 5

Plan/productive
use

Plan/productive
use

Plan/productive
use

Timeline Down
-
port



Approximately 2 monthly

SAP ERP 6.0

~ 2 monthly

Plan/productive
use

Down
-
port
1

Plan/productive use


1

If feasible, e.g. technical, functionality


Source:

QGP, GUGO, Customer Communities

Start
Down
-
port

End

Down
-
port

April 15
th

2011

Planned
June
2011

Example
EAM

©
2011 SAP AG. All rights reserved.

23

What is Available



Example Plant Maintenance / Enterprise Asset Mgmt.

Plant
Main
-
tenance

/

Enterprise
Asset
Mgmt.

Enhancement
of
component
and
operation overview
screen in EAM order

New fields
added
in the overviews screens of
components and operations concerning external
processing data, scheduling data, MM
-
SRV data in the
classical order
view; display and input field



increased transparency and faster execution.

NOTE:
1554582

Restart scheduling
of maintenance
plans after change
of
maintenance
strategy

Automatically
reschedule a maintenance plan after the
change of a maintenance cycle
of
the strategy used in
maintenance
plans



replacing manual work and faster execution

NOTE:
1553174

Mass change of
EAM order
operations

Mass
change of order operations enhancing existing
transaction IW37 (
operation list)




faster execution

NOTE:
1552645


Source:

IMS, On
-
Premise Suite

Order processing

Preventive maintenance

First Delivery:

15. April 2011


ERP 6.0 EhP5

Final Delivery:
Planned June 2011


ERP
6.0

First Delivery:

15. April 2011


ERP 6.0 EhP5

First Delivery:

15. April 2011


ERP 6.0 EhP5

Final Delivery:
Planned June 2011


ERP
6.0

Final Delivery:
Planned June 2011


ERP
6.0

©
2011 SAP AG. All rights reserved.

24

Roles and Responsibilities



Customer Communities Commitment and Capabilities


Name responsible Board Member/CIO (Sponsor)
as the single point of contact for SAP to overall
drive Continuous Improvement / Influencing


Understand and position

Customer Connection to
members, SAP customer base, influencers, etc.


Participate in the Focus Topic

definition process


Identify & invite members to engage in process


Act

as
Quality Gate for Improvement
R
equests,
e.g.
criteria
,

specifically customer commitment


Per Improvement Request


Communicate

and support the decision


Communicate delivery &
m
onitor
1

productive use


Identify

and help execute on customer references
to drive adoption and productive use

1.
Demand by relevant
market (local/global)

2.
Positive Impact for many
customers

3.
For product versions in
mainstream maintenance

4.
Non
-
disruptive deployment

5.
Relevant mid
-

to long
-
term

6.
Functionality not available
on current release/EhP

7.
5 subscribed customer to
support

a)
Defining & developing
process

b)
Testing,
validation and
implementation

8.
One customer to act as the

Improvement Request
Lead

E
ducation
towards engagement

Confirm roles

and responsibilities

Your
Task


1

Monitoring process to be defined


Source:

QGP, GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

25

Proposed Roll
-
Out of Continuous Improvement



Timeline for Engagement per User Group / Country

1

2

3

4

5

6

7

8

9

Educate

Position Continuous Improvement and
customer connection processes

Decide

User Group to decide on level of
engag
.
based on capability and commitment

Localize

Workshop to get ready for roll
-
out and
address local implications

Execute

Execute localized approach; comm. to
members for information & involvement

Engage


Improvement Requests

Get involved in Improvement Request


posting, leading


Engage


Focus Topics

Influence focus topic selection

Month of Engagement




Source:

QGP, GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

26

Lead

Customer Connection



Customer Community Level of Engagement


Explain influence framework


Communicate possibilities and prerequisites to engage


View posted Improvement Requests

Know


Vote on Improvement Requests


Subscribe on Improvement Request to support
development processes and
productive use

Vote


P
ost
I
mprovement
R
equests and become
‘single point of contact’, e.g. recruit
cust
.
subscribing, ensure quality, check
critera


Suggest
and influence
Focus
T
opics via
Customer Community Management




Source:

QGP, GUGO, Customer Communities

©
2011 SAP AG. All rights reserved.

27

Is the product versions you are using in
mainstream maintenance?

Prerequisites to Engage in a Focus Topic



Checklist for Customers

Improvement

TODAY’S
SOLUTION

Enhancements

Are you sure that your requirements are not
covered by current releases/enhancement
packages?

Do you have an
active maintenance
contract?

Do you understand the Customer Connection
framework and processes?

Do you understand timeline and required effort
to engage in the Focus Topic?

Have you verified that you productively use the
scope covered by the Focus Topic?

Does your customer community participate in
Customer Connection?

Do you accept the terms and conditions of
Feedback Agreement and Terms of Use?
1


















1

DSAG: Not applicable, covered by AGB


Source:

QGP, GUGO, Customer Communities

Get closer to SAP

Learn about SAP Roadmaps


www.service.sap.com/
roadmap


1

Engage on Customer Connection (CC)

for
Incremental
Improvements

2

Engage on Innovation via

Customer Engagement Initiative (CEI)

3

Provide feedback on SAP’s Visions via
Customers Advisory Councils

4

Appendix

©
2011 SAP AG. All rights reserved.

30

Legal Disclaimer

This presentation outlines our general product direction and should not be relied on
in making a purchase decision. This presentation is not subject to your license
agreement or any other agreement with SAP. SAP has no obligation to pursue any
course of business outlined in this presentation or to develop or release any
functionality mentioned in this presentation. This presentation and SAP's strategy
and possible future developments are subject to change and may be changed by
SAP at any time for any reason without notice. This document is provided without a
warranty of any kind, either express or implied, including but not limited to, the
implied warranties of merchantability, fitness for a particular purpose, or non
-
infringement. SAP assumes no responsibility for errors or omissions in this
document, except if such damages were caused by SAP intentionally or grossly
negligent
.

©
2011 SAP AG. All rights reserved.

31

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.

Microsoft, Windows, Excel, Outlook, and PowerPoint are registered trademarks of Microsoft
Corporation.

IBM, DB2, DB2 Universal Database, System i, System i5, System p, System p5, System x,
System z, System z10, System z9, z10, z9, iSeries, pSeries, xSeries, zSeries, eServer,
z/VM, z/OS, i5/OS, S/390, OS/390, OS/400, AS/400, S/390 Parallel Enterprise Server,
PowerVM, Power Architecture, POWER6+, POWER6, POWER5+, POWER5, POWER,
OpenPower, PowerPC, BatchPipes, BladeCenter, System Storage, GPFS, HACMP,
RETAIN, DB2 Connect, RACF, Redbooks, OS/2, Parallel Sysplex, MVS/ESA, AIX,
Intelligent Miner, WebSphere, Netfinity, Tivoli and Informix are trademarks or registered
trademarks of IBM Corporation.

Linux is the registered trademark of Linus Torvalds in the U.S. and other countries.

Adobe, the Adobe logo, Acrobat, PostScript, and Reader are either trademarks or
registered trademarks of Adobe Systems Incorporated in the United States and/or other
countries.

Oracle is a registered trademark of Oracle Corporation.

UNIX, X/Open, OSF/1, and Motif are registered trademarks of the Open Group.

Citrix, ICA, Program Neighborhood, MetaFrame, WinFrame, VideoFrame, and MultiWin are
trademarks or registered trademarks of Citrix Systems, Inc.

HTML, XML, XHTML and W3C are trademarks or registered trademarks of W3C®, World
Wide Web Consortium, Massachusetts Institute of Technology.

Java is a registered trademark of Sun Microsystems, Inc.

JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for
technology invented and implemented by Netscape.

SAP, R/3, SAP NetWeaver, Duet, PartnerEdge, ByDesign, SAP BusinessObjects Explorer,
StreamWork, and other SAP products and services mentioned herein as well as their
respective logos are trademarks or registered trademarks of SAP AG in Germany and other
countries.

©
2011 SAP AG. All rights reserved

Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal
Decisions, Web Intelligence, Xcelsius, and other Business Objects products and services
mentioned herein as well as their respective logos are trademarks or registered trademarks
of Business Objects Software Ltd. Business Objects is an SAP company.

Sybase and Adaptive Server, iAnywhere, Sybase 365, SQL Anywhere, and other Sybase
products and services mentioned herein as well as their respective logos are trademarks or
registered trademarks of Sybase, Inc. Sybase is an SAP company.

All other product and service names mentioned are the trademarks of their respective
companies. Data contained in this document serves informational purposes only. National
product specifications may vary.

The information in this document is proprietary to SAP. No part of this document may be
reproduced, copied, or transmitted in any form or for any purpose without the express prior
written permission of SAP AG.

This document is a preliminary version and not subject to your license agreement or any
other agreement with SAP. This document contains only intended strategies, developments,
and functionalities of the SAP® product and is not intended to be binding upon SAP to any
particular course of business, product strategy, and/or development. Please note that this
document is subject to change and may be changed by SAP at any time without notice.

SAP assumes no responsibility for errors or omissions in this document. SAP does not
warrant the accuracy or completeness of the information, text, graphics, links, or other items
contained within this material. This document is provided without a warranty of any kind,
either express or implied, including but not limited to the implied warranties of
merchantability, fitness for a particular purpose, or non
-
infringement.

SAP shall have no liability for damages of any kind including without limitation direct,
special, indirect, or consequential damages that may result from the use of these materials.
This limitation shall not apply in cases of intent or gross negligence.

The statutory liability for personal injury and defective products is not affected. SAP has no
control over the information that you may access through the use of hot links contained in
these materials and does not endorse your use of third
-
party Web pages nor provide any
warranty whatsoever relating to third
-
party Web pages.