High Tech - Business, Medical & Consumer OEMs > After Sales Support > Consulting and Engagement Management

Consulting and Engagement Management

Business Scenario

 


Key Performance Indicators

  • Customer Satisfaction Index
  • Revenue
  • Project Setup Time
  • SAP Best Practices

  • Available preconfigured scenarios in SAP Best Practices for High Tech OEM
  • Partner Opportunities

  • Partner Opportunities in High Tech - Business, Medical & Consumer OEMs

  • Some OEMs also provide complex services, which are not limited to break/fix. Managing a network service or IT infrastructure requires professional support. This includes a comprehensive set of capabilities designed for professional services including the selling, estimating, planning, delivery, management, billing, and evaluation of project-based services.  

     

    To further enhance a company's professional services, not only are basic project management tools required, but also the ability to collaborate effectively with key project partners, use of templates to assure consistency and improve efficiency, as well as monitoring and tracking capabilities to assure the timely identification of potential delays or issues .  An enhanced resource management capability that supports the searching for and identification of relevant resources by skills sets is key, as well as the determination of availability of these resources. Projects are undertaken to increase company profit, therefore critical to assure that all of the expenses related to the project are effectively captured and managed, and that customer's are billed for services in a timely fashion.  Effective management of invoicing and collection processes assures cash is brought into the business as quickly as possible.

    Business Goals & Objectives


    Improving Customer Service

    Better service levels

    Improving Service Delivery

    Reduce administration, improve business processes

    Increasing Revenue

    Develop service offerings

    Managing Fixed Assets & Resources

    Improve resource tracking, availability and uptime

    Reducing Operating Costs & Increasing Efficiency

    Reduce cost of services

     



    Business Processes

    Project Planning and ScopingSAP Component or Feature Available

    Successful project planning enables you to plan, manage, and control the entire project development process, from initial idea to completion. The solution allows project managers to control project structures, schedules, costs, and resources. This includes network planning techniques and aggregative tools that support cross-project cost, revenue, margin, schedule, and resource management. The Project Builder lets you set up a project and monitor its progress. The project planning board simplifies project planning and control, combining tabular and graphical data to provide a global overview. The information system gives you a detailed picture of current status, which you can represent using a variety of reporting tools.

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
  •  
    Project Resource PlanningSAP Component or Feature Available

    You use this business process to ensure that project resource planning can be used as a planning tool for optimum deployment of your employees, since having the right employee in the right place at the right time is one of the central requirements of modern personnel management. The system supports you in planning your projects and staffing the projects with suitable and available resources. Project Resource Planning contains a resource search that finds resources according to the following criteria: 

    • Qualification required 
    • Organizational assignment 
    • Project experience 
    • Availability

    You can store resources as favorites in the system or reserve them for the project. Once you have a definitive contract for the project, you can then book the resources. This means that you can conclude your project planning at an early stage and start the project.

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
  •  
    Quotation ProcessingSAP Component or Feature Available

    You use this business process in order to give your business partner confirmation that you will deliver a specific quantity of products at a specific time, and to a specific price. Within the framework of quotation processing, various sales functions are available to the sales employee, as well as special functions for quotations.

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

  • SAP Customer Service & Support for High Tech
  • 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 using cProjects

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
  •  
    Managing Employee Time and AttendanceSAP Component or Feature Available

    Optimizes processes for planning, managing, and evaluating the working times and activities of internal and external employees via Time Management in SAP ERP. Provides intuitive, user-oriented interfaces that support centralized or decentralized time management. Lets even inexperienced time administrators can easily execute all the functions they require for managing the time data of various employee groups, all on one screen with an optimized user interface. Uses self-service applications, from customary time recording subsystems to mobile computing technology, to enter leave data, record working times to be used in business processes in Controlling and Logistics, and display key leave information. Handles all working-time provisions determined by companies themselves, by standard agreements, or required by law. Enables users to implement modern concepts such as working-time accounts.

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
  •  
    Time and Material BillingSAP Component or Feature Available
    Times and all kind of expenses (e. g. travel expenses, 3rd party expenses) can be billed to a customer using several rules. It is possible to filter times and expenses and/or to reject or postpone billing items.

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
  •  
    Project AccountingSAP Component or Feature Available
    Monitors precise planning of the detailed activities involved in both large scale projects, such as building a factory, and small scale projects, such as organizing a trade fair. Helps the project manager ensure that the project is executed efficiently, on time, and within budget - which he or she achieves by ensuring that the required resources and funds are available as and when needed.

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

  • SAP Customer Service & Support for High Tech
  • SAP ERP
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    SAP Product Available Partner Product Available SAP Product Available with Future Releases Partner Product Available with Future Releases Future Focus