High Tech - Electronics Manufacturing Service Provider (EMS/ODM) > Go-to-Market > Customer Program Management

Customer Program Management

Business Scenario

 

Key Performance Indicators

  • Customer Retention: Age
  • Customer Satisfaction Index
  • Operating Revenue Margin
  • Perfect Order Fulfillment

    • SAP Best Practices

  • Available preconfigured scenarios in SAP Best Practices for High Tech - EMS

    • Partner Opportunities

  • Partner Opportunities in High Tech - Electronics Manufacturing Service Provider (EMS/ODM)
    •

    Customer orders are then managed in the form of an electronics manufacturing program. Managing this program through the entire lifecycle of the product or customer business is the primary role of the EMS program manger. In this context, the actual scheduling of product shipments is less tied to a “sales order or quote” rather it is managed through the program management and fulfillment functions. Customer programs include elements extending from product and quality design, through manufacturing and fulfillment, as well as post manufacturing services such as warranty management.

    Business Goals & Objectives


    Improving Customer Service

    Personalized customer interaction
    Provide a single face to the customer
    Reduce order lead-time

    Improving Regulatory Compliance

    Streamline global supply chain by faster movements of goods across borders

    Increasing Revenue

    Develop service offerings
    Enable cross-sell/up-sell capability

     

    Business Processes
    Strategic Portfolio ManagementSAP Component or Feature Available
    The primary challenge of strategic portfolio management is to provide a comprehensive up-to-date view of a company?s entire project portfolio and answer several important questions. Is the portfolio aligned with corporate goals? What is the future demand for resources and what is the capacity? Are the most skilled employees working on the most appropriate projects? Will the portfolio meet its business performance targets? What are the risks and impact of a delay? Timely answers to these questions are critical in determining which projects to pursue and which ones to fix or cancel. Project registration and enforcing an enterprise-wide decision making process for approving projects is an additional critical area in strategic portfolio management. Strategic portfolio management combines and gives visibility into the financial, strategic and operative aspects across your entire project portfolio to enforce governance, to make fact-based decisions and to maximize return on existing assets.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP
  • SAP Resource and Portfolio Management (SAP RPM)

    		•
     
    Project Planning and ScopingSAP Component or Feature Available
    Setting up a project plan including the complete project structure, schedule and assigned documents.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP

    		•
     
    Resource and Time ManagementSAP Component or Feature Available

    Assigning resources to work that has to be done in the project including resource search. After the project has been released this process covers time confirmation on projects.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP

    		•
     
    Project ExecutionSAP Component or Feature Available
    Executing a project based on the project plan including creation of documents, simulation of alternative project structures and analytics.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP

    		•
     
    Account ProcessingSAP Component or Feature Available

    In addition, the integration of business transactions, contacts, marketing attributes and so on provides quick access to and easy maintenance of all the information on business partners or contact persons.

    This process is supported by the following SAP and/or partner offerings

  • SAP ERP

    		•
     
    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus