Delivering Excellence in Implementations. Active Quality Management (AQM)

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1 Delivering Excellence in Implementations Active Quality Management (AQM)

2 Active Quality Management Highly successful implementations don't just happen, they are the result of proactive engagement with customers during implementation. To mitigate risks, Frontline are using the most optimal resources, establishing a strong accountability structure, and applying a solid proven methodology. As a result, our customers achieve high business value in a short period of time, with a low cost of implementation and low total cost of ownership (TCO). SAP run a global accreditation program for its value added resellers (VARs), that is awarded to channel partners who can prove active quality management throughout their sales and implementation processes. Frontline has always focussed on a quality implementation methodology and by gaining accreditation through SAPs AQM program can further align ourselves with the key principles that SAP understands to be essential in the success of every implementation. Frontline is proud to be the very first SAP Business One partner out of the 350 throughout Europe, the Middle East and Africa (EMEA) to participate in the SAP AQM program. Without doubt Frontline have proved head and shoulders above anyone else I have dealt with in the industry. - Garry Medlock, Director, CNP Professional

3 Accreditation In order to be accredited, Frontline are scored against nine key criteria- Quality Plan Alignment with SAP Quality Principles Formal Risk and Issue Management Processes Quality Approach in Bid SAP Standard Services And Usage of Solution Manager / RSP Form Part of Every Project Plan Effective Usage of Quality Card Use of Proven Methodology Customer Satisfaction Additional Quality Activities The 10 Principles of Quality Understand the business objectives as well as the technical requirements Throughout a project, many design and implementation decisions have to be made. All involved parties must fully understand the strategic importance of the project as well as its business objectives, key success criteria, and technical requirements. This will help ensure that the proposed solution meets the specific needs of the business it is to support. The business case for the investment should also be clear to everyone involved. 2. Agree on what can be delivered, in what timeframe, and how timely delivery can be ensured The timetable, along with the deliverables and their respective acceptance criteria, must be agreed upon and signed off by all parties. This will ensure that the implementation is delivered on time and with the expected quality and scope. The impact of implementing the proposed solution as well as any changes that occur as the project progresses must be communicated formally. This information will guide decisions concerning project scope, setting up the timetable, and adjusting the timetable to keep it realistic and acceptable. Activities and tools must be in place to monitor time, budget, and development of the deliverables. 3. Work cooperatively with all stakeholders to achieve project objectives Everyone working on the project must be focused on achieving the project s objectives and must communicate clearly and transparently throughout the implementation. This includes communication with subcontractors, business partners, and the stakeholders in organisations involved in and impacted by the implementation. 4. Apply a suitable project governance model Roles and responsibilities must be defined in the initial engagement phase so everyone involved in the project clearly understands the team structure, the lines of communication, and who has the authority to make which decisions. Formal reporting, clear escalation mechanisms, and a project team empowered to make the necessary decisions in a timely manner are instrumental in achieving project success. Key performance indicators for the project should be defined and audits scheduled to fulfil compliance requirements. 5. Staff the project with sufficient resources with the right skills and experience The project team must receive training up front so they understand the possibilities available to them and the impact of their decisions. The skills and competencies of the implementation team members should be reviewed regularly to verify that they continue to meet the demands of the project. Similarly, assessments of team members commitment and time allocation must be carried out regularly and adjusted if they are not adequate. A project management plan must be maintained to align stakeholders, which also facilitates the onboarding of new resources.

4 ...continued 6. Manage the project professionally using a formal methodology Before implementation begins, it must be agreed which project standards and methodologies will be used to guide project planning and interaction between team members. The ASAP methodology from SAP or an equivalent proven implementation methodology could contribute valuable support. A project management methodology together with such tools as the SAP Solution Manager application management solution, and backed by industry recognised project management training and certification, would contribute to a professionally and efficiently managed implementation. 7. Identify and manage risks and issues jointly Careful identification, analysis, and management of risks and issues are key to the success of all implementations. The implementation project should follow a formal risk management process. It should involve all relevant parties, the organisations affected by the implementation as well as implementation partners, throughout the implementation phases and should be supported by an effective governance policy. All parties must be prepared to acknowledge risk honestly, committed to recommending pragmatic, rigorous actions to mitigate risk, and ready to help in implementing those recommendations. 8. Develop and execute a quality plan Everyone involved must work according to the same quality management plan, which outlines how the quality of all project deliverables will be measured and specifies the review methods and criteria to be used. This plan sets up a neutral framework for evaluating the new software solution and the deliverables against agreed upon standards. It helps leverage lessons learned in later stages of the implementation, in regional rollouts, and in new implementation projects. 9. Ensure that the project team understands where standard SAP software functionality and industry specific best practices will best suit its needs Because the possible configurations of SAP software are so versatile and far reaching, many unique business requirements can be satisfied through configuration alone or the use of solution templates, with no major software modifications necessary. This means that a more sustainable solution can be delivered more quickly, at lower risk, and at lower total cost of ownership in the long term. All parties must be aware of the potential offered within the standard SAP software and committed to leveraging it. 10. Achieve operational readiness with training and change management activities Training for the end users, technical staff, and the support organisation is key to a successful implementation. Training and communication strategies must be carefully chosen to prepare end users for wholeheartedly embracing new ways of working. The person responsible for organisational change management should be a long standing member of the project management team. The impact introducing the new solution will have on employees, partners, customers, and management systems must be discussed. Appropriate assistance must be given to ensure the success of the new solution and new processes it supports. Technical staff and support teams must be properly trained to maintain and support the SAP software environment, although seasoned resources with past experience in operations should also be included in the teams. The principles of quality provide customers, partners, and SAP with an effective implementation framework that leads to success. - Henrik Wilken, VP, AQM Customer Care, SAP

5 About Frontline. Frontline Consultancy has the depth of knowledge and breadth of skills to deliver a complete and highly successful implementation of SAP Business One. Fully accredited SAP Business One Gold Partner. Established in 1991, we have decades of experience in implementing software solutions across multiple sectors. We understand your challenges and processes. In-depth knowledge of the key issues in today's marketplace. Extensive project management experience backed up by a proven implementation methodology. Successful track record of implementations through our breadth of skills. Excellent training available at the customer's site or at our offices. Full, responsive support capabilities - from using the software in a business context through to maintaining the infrastructure it sits on. A complete service - ensuring low total cost of ownership and providing a single point of contact. We cover everything including: Hardware Networking and remote / multi-site use Software implementation and training Business change Support, upgrades and software changes System integration (e.g. EDI & bank reconciliation) Hosting As an accredited Gold Partner for SAP Business One, Frontline Consultancy have proven expertise in all aspects of the software and we have met stringent SAP requirements for training, certification and business standards and practices. Our aim is to implement the solution best suiting your needs and deliver exceptional service at a competitive rate. Frontline Consultancy can offer SAP Business One as a fully managed hosted solution. This means that you can focus on your business while Frontline Consultancy manages the delivery of SAP Business One to your desktop and mobile devices 24/7, 365 days each year. Frontline Consultancy, Frontline House, Epsom Avenue, Brooke Park Estate, Wilmslow, Cheshire Tel: Fax:

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