Westernacher Consulting

Transcription

1 Westernacher Consulting Innovating Business & IT SAP Application Management Services (AMS) 0

2 Based on partnership, we serve clients worldwide for more than 40 Years. Business consulting with focus on strategy, process and IT implementation Founded in 1969 Global company with headquarter in Germany 250 Westernacher consultants and 250 offshore consultants in India (Joint Venture with AG Technologies) 100% owned by Westernacher consultants SAP Services Partner, Value Added Reseller, Software Solution & Technology Partner MUMBAI SHANGHAI SINGAPORE SOPOT VIENNA BOSTON BRUSSELS HEIDELBERG STUTTGART BERLIN LONDON SOFIA 1

3 How do you cut SAP support costs and at the same time improve your service? Westernacher gives you the answer and the solution! Our local consultants remain your primary contact. They speak your language, know your business and are extremely dedicated and loyal. You leverage our quality and cost effectiveness. We maintain nearshore teams in Poland and Bulgaria and an offshore team in India. We function as one team, providing the most cost effective solution without ever compromising on quality. You remain fully flexible. We offer a simple and scalable pay per use model with full flexibility, control and transparency. Westernacher AMS for SAP Designed for European Mid Sized Businesses! Onshore, Nearshore and Offshore SAP Application Enhancement Services at European Standards of Excellence! 2

4 Westernacher Application Management Services (AMS) Practice Quick Facts People 450+ deeply skilled practitioners across 8 countries Multiple locations with hubs in Germany, Poland, Bulgaria, US, China and India Engagements 70+ Clients serviced AMS offshore hub in India supporting all regions AMS nearshore hub in Poland Skills Domain knowledge: Manufacturing, Pharmaceutical, Chemical, Logistics, Real Estate, Engineering, Automotive, Retail, Consumer Goods, Utilities, IM&C SAP, Microsoft, Java Key Differentiators Local consulting in local language teamed with near/offshore execution Flexibility: Flexible engagement options Consistency: Predictable delivery and quality Scalability: Fully scalable to cover peak load Services Application Maintenance Enhancements Development System Integration IT Testing and Validation services Database Administration 3

5 Whichever way is best for you, Westernacher AMS gets you there safely! Onshore With local consultants Western Europe (Germany, Austria, Belgium, UK) Central Europe (Poland, Bulgaria) USA China India Nearshore from our centers Poland for Europe India for Asia and Middle East Offshore In India for customers worldwide 4

6 Our Delivery Model is tailored to the European Mid Sized Market Our Delivery Model offers the best of both worlds: Local support by people who know your business & language Fast scalable, high quality delivery at reduced cost Westernacher AMS Benefits of our model Local communication in local language These people know our business and know our systems and processes Defined and repeatable Common tools and environments Standard methods process and tools Do not re-invent the wheel! Leverage our Technology and Industry Assets Avoids the By the time I have specified it I could do it myself trap 5

7 Our Delivery Model is tailored to the European Mid Sized Market Our Delivery Model Client Understand the Issues Explain the Solutions Reflect the Customers Systems & Processes Ensure the Quality Dynamic Smart Sourcing Based on Customer Preferences and ticket characteristics Local Consulting Team Solution delivery Fast, scalable, cost effective Onshore Nearshore Offshore Solution Delivery Teams Solution Delivery Assets Technology Expertise Assets Technology/Application Experts Solution Library Industry Expertise Assets Industry Experts Industry Specific 3 rd party Application Experts 6

8 The process is simple and effective The process: Client Westernacher 1 2 Raise Problem or Change Request Ticket Clarify and discuss the solution Clarify Create Minispec* Estimate Effort* Single Point of Contact 3 Explain Request Solution 4 Deliver Solution User 6 Deliver Solution (assist acceptance test, train, get acceptance and ticket closure) 5 Validate Solution Local Consulting Team Solution Delivery Team** *Local Consulting Team shall prepare mini specification, explain the solution and share the effort estimate based on customer request for local language support. This team will also function as single point of contact for customers representative. After establishing sufficient language and process maturity, these tasks can also be performed by the off shore solution delivery team. ** Solution Delivery Team shall envisage, architect, develop, test and deliver the solution. 7

9 An optional approval process can be included Client Westernacher 1 2 Raise Problem or Change Request Ticket Clarify and discuss the solution Clarify Create Minispec Estimate Effort Single Point of Contact 3 Explain Request Solution 4 Deliver Solution User 6 Deliver Solution (assist acceptance test, train, get acceptance and ticket closure) 5 Validate Solution Local Consulting Team Solution Delivery Team 2.4 Customer Approval Representative Provide initial estimate 2.1 Reject Customer Approval process Approve Optional Approval Process 8

10 Our methodology is simple, robust and based on solid standards Single organisational structure catering to multi-client delivery Clear roles & responsibilities Single governance structure Defined interaction model and escalation processes Optimized resource pool effectively leveraging experts One Management Team Defined & Repeatable Delivery Model Proven and repeatable delivery approach Standard reporting, metrics and SLAs Defined deliverables and quality standards Clear entry and exit criteria Consistent and standard processes Emphasis on continuous improvement Standard Methods & Processes Common Tools & Environments Process optimisation through tooling automation Usage of key assets frameworks, re-usable code and migration tools. Shared Industry /Technology Specialist Resources Based on usage of standard methods, tools and processes (CMMI Level 5, ISO 9001 & ISO 27001) 9

11 Our SAP AMS Service has an extensive Service Catalog Application Maintenance Support Functional Support Services 1. Ask the expert functional consulting on correct usage of SAP applications 2. Business Requirements Definition interact with key users to collaboratively define efficient and feasible solutions using SAP functionality 3. Build to Run test, quality assurance and go live support to ensure adoption of new solutions Enhancements/New Services (Scheduled Delivery) 1. New Business Process Configuration 2. Delta Configuration to existing Business Processes 3. New developments or enhancements to existing developments 4. Data loading, data migration Technical Support Services Basis Support Services 1. Error analysis and debugging 2. SAP Note assessment and application 3. Testing services 1. Basis Support 2. Full Cycle Upgrade Services 3. Performance Monitoring 4. System Health Checks 10

12 SAP AMS Engagement Model Our two simple models offer full flexibility and full cost transparency: Pay As You Use Time is recorded in increments of 15 minutes. There is no mandatory consumption. The infrastructure, availability and SLA is priced into the hourly rates. Fixed Price This model provides fixed person days of services per Annum for pre-defined scope of services. Depending on the pre-agreed volume a rebate is applied. 11

13 How does Westernacher AMS work? As simple as 1,2,3! After the following steps you are up and running on Westernacher AMS: Agree Scope & Approach Together we define your application scope. We agree on a response time service level and budget approval process (approval per ticket, up to a certain amount per month,...). This is enough to agree a support model and contract best fit for your needs. Knowledge Transfer We conduct a knowlegde transfer workshop ( kick start or deep dive ) on site with your team and exchange key contacts for each application area (consultants on our side, responsibles and key users from your side) Infrastructure setup You set up access for our consultants to your environment and we give you access to the Westernacher ticketing system (optional, we can provide a ticket system integration) 12

14 Westernacher Standard Rate-Card 2013 for remote SAP AMS Services These sample scenarios show how, in addition to providing scalability and quality, we can help you to reduce cost with increasing maturity in leveraging the off shore model: 80% 80% "on" 50% "on", "near" and 80% Assumptions: 100% "on" or "near" 50% "off" "off" Offshore off shore 0% 20% 50% 40% 80% near shore 0% 20% 0% 40% 0% on shore 100% 60% 50% 20% 20% 13

15 SAP AMS Service Standard AMS-SLA Standard AMS-SLA: Issue Priority Response Time Start of Resolution High (maximum 25% of tickets) 4 Hours 0,5 Working Days Medium (appr. 50% of tickets) 1 Day 1 Working Days Low (appr. 25% of tickets) 2 Days 2 Working Days Response Time: From ticket submission and the start of step 2 Start of Resolution: From finalizing the clarification process and optionally the approval process to the start of work on the resolution Resolution time: As per Estimate in Mini-Spec. Subject to agreed scope. Other and additional SLA requirements can defined as per customer request. This can require additional knowledge transfer as well as surcharges on the standard rates. 14

16 We offer two Knowledge Transfer Models, depending on the SLA s and type of support: Kick Start and Deep Dive Option 1: Kick-Start 1 week (Post-initiation) Process KT Preparation Evaluate to Exit Criteria Overview System Learning Execution Application Technology Process System Learning at Client/Vendor location /offshore Evaluate to Exit Criteria Option1: Kick-Start Brief overview of system by client or their representative, takeover of all system related functional and technical documentation, understanding of customer landscape, review of system configuration, discussion and resolution of queries with client if any duration: 1 week This model does not support service level agreement. Tasks Determine KT Scope Create and Review KT Plan Define Proficiency Level Execute Basic Trainings Assess Current support roles Gather existing KT documents from client and vendor Gather Tools requirement Obtain Source code Plan and assign roles Establish KT exit Criteria Have Q&A sessions with SME on the questions / issues that may arise in learning the existing KT Documents Execute Training sessions on building Theoretical knowledge of applications Adjust KT Plan depending upon requirement Analyze source codes Perform KT evaluation Obtain Maintenance log Obtain historical incidents/problems along with their resolution Define / Review code / document management policy Perform KT Evaluation Review exit Criteria 100% 15

17 We offer two Knowledge Transfer Models, depending on the SLA s and type of support: Kick Start and Deep Dive Option 2: Deep Dive 1 days (Pre-initiation) 4 Days (Post-initiation) 1 week (optional) 1 week (optional) Process KT Preparation Evaluate to Exit Criteria Overview System Learning Execution Application Technology Process Evaluate to Exit Criteria Call / ticket assignment Job Shadowing Measure resolution Evaluate to Exit Criteria Call / ticket assignment Reverse Job Shadowing Measure resolution Evaluate to Exit Criteria System Learning at Client/Vendor location /offshore 1 Week Face to Face Job at Vendor Location or in Service Location or remotely 1 Weeks in Service Location/offshore Tasks Determine KT Scope Create and Review KT Plan Define Proficiency Level Execute Basic Trainings Assess Current support roles Gather existing KT documents from client and vendor Gather Tools requirement Obtain Source code Plan and assign roles Establish KT exit Criteria Have Q&A sessions with SME on the questions / issues that may arise in learning the existing KT Documents Execute Training sessions on building Theoretical knowledge of applications Adjust KT Plan depending upon requirement Analyze source codes Perform KT evaluation Obtain Maintenance log Obtain historical incidents/problems along with their resolution Define / Review code / document management policy Perform KT Evaluation Review exit Criteria Observe Client / Vendor SME as the application specific tasks are performed Gradually perform sub-tasks with in the overall application tasks Output reviewed by SME On the Job training Document executed tasks for each application Review documentation Perform KT Evaluation Review Exit Criteria Execute actual tasks under SME supervision Tasks performed by KRs increase in complexity Output reviewed by SME Perform KT Evaluation Confirm exit Criteria Signoff received from client 25% 30-35% 25-35% 20-25% SME Commitment is per application area for the duration of KT Phase 16

18 Knowing where to go is important but reaching your Goals is the real Achievement. 17

19 Contact us, we look forward to speaking with you. Benjamin P. Dewilde Global CEO Mobile: Dr. Westernacher & Partner Unternehmensberatung AG Im Schuhmachergewann Heidelberg, Germany Phone: Fax: