2. SAP Support is important because it is the missing link for long term SAP success. And,
when the Support Team is strategically focused and aligned with business objectives,
chances for long-term success drastically improve. Overall, SAP support is the
foundation for driving functionality enhancements and SAP knowledge to the user
community. It is never too late to take the necessary steps to optimize SAP and
surrounding business processes, boost user satisfaction, and improve overall business
results.
This Production support project plan has been designed by TSC keeping in mind Small
and Medium Business enterprises whose turnover falls between 50 to 100 million dollars.
Partner with the right Consultancy is the key factor to build a successful support model.
TSC not only focuses on Strategy, Plan for building the support model but also on
support Optimization for long term SAP success.
SAP Standard Support reduces your total cost of ownership and ensures a strong return
on your IT investments. In fact, this support is far from standard – delivering the
knowledge, tools, and functions you need to implement, manage, and enhance your SAP
solutions.
With TSC Production Support, you can keep systems up-to-date, resolve problems
quickly, and prevent bottlenecks and system downtime. You can continuously improve
your SAP solutions with software updates and the latest tools and methodologies for
software change management and source code enhancements. TSC SAP Standard
Support also delivers tools and methodologies, test administration and automation tools,
tools for monitoring systems and core business processes, and proactive services. And
you can benefit from support for mission-critical business processes, which includes
message solving and escalation procedures around the clock – and around the world.
The Project plan describes on global delivery framework, which is based on
collaborative, and participative management and having thorough focus on engagement
success according to the client’s changing requirements. It is a framework for distributed
project co-ordination and management with multi-location project teams. The framework
provides clearly defined processes focusing on the importance of information flow and
communication.
3. TSC seven steps to a build a Offshore Production Support Model
1. Pre-sales
2. Preliminary Evaluation
3. Project Initiation
4. Project definition
5. Detailed Business Understanding
6. Project kick-off
7. Project review
I. Pre-sales:
Discussion with the Client about their requirement. Part of requirements analysis
done at this stage. The information gathered at this stage is used for Project
proposal to client with estimated time and cost.
II. Preliminary Evaluation:
Initial discussion Senior Project manager (TSC) with client Project manager to
discuss on
Scope
Type of support
Understanding the requirement
Existing Ticketing system and SLA – If there is no ticketing system in
place, TSC can provide one.
Questionnaires to be filled up
Point of contacts, escalation and problem resolution procedure
III. Project Initiation:
Based on the initial discussions in the preliminary evaluation phase a project
proposal is submitted to the client covering the following details
Project Approach
Project Description
Key Project Activities
Specific technical Aspects
Project resource matrix
Project cost Estimate
Project timeframe
Project Deliverables
Project Billing
TSC and client’s responsibilities
4. IV. Project Definition:
Client accepts the proposal. Meeting scheduled with the client to finalize
Access to SAP systems
Account creation in SAP and ticketing systems
Set up Project portals for storing BPF, functional and technical
specifications, testing documents and other project related documents
VPN connectivity
Ticket handling procedure defined
Project communication – Telephone nos., email ids, IM
Support timings and shifts
Resource Matrix
Introduction of Project manager, Onsite coordinator, functional
consultants and technical consultants from TSC and clients team members
V. Detailed Business Understanding:
In this phase the onsite coordinator arranges Knowledge transfer sessions between
the client’s business team and offshore support team. All modules are discussed
in detail and standard templates are filled up. Standard implemented SAP
functions as well as customized programs specific to business are discussed in
detail. Pain areas are identified.
VI. Project kick-off:
Project kick-off meeting is held. Support is ON and tickets start flowing to the
offshore support team.
VII. Project Review:
Weekly status report, list of pending/closed tickets and timesheets are prepared by
the Project Manger (Offshore) and sent for approval of the client. Weekly status
meetings are held to review the performance of the support team.
5. Project Schedule:
Phase Project Phases Timeframe (days)
1 Pre-sales 1
2 Preliminary Evaluation 1
3 Project Initiation 2
4 Project definition 1
5 Detailed Business Understanding 5
6 Project kick-off 1
7 Project review Weekly
FLEXIBLE SUPPORT MODEL – MANUFACTURING SMB
• Combination of SAP support as well as development services such as
Helpdesk support - Functional and Technical
Basis/Security (job scheduling, role management hot pack applications)
Level 2 & 3 support
ABAP report development
Upgrade
Testing Services
• The engagement can start with a minimal number of cross functional
(SD/MM/FI/CO/QM/PM/BW/BASIS) resources which can be ramped up or
down. These resources will “augment” to the clients’ existing SAP IT team
• In actual conditions the number of resources available to the client will be in
excess of the services signed up for. (i.e.) if the initial number of resources has
been set to three (3), in actuality, the client will have access to 5/6 resources at
any given time who will be performing various services such as upgrade support,
installation of patches, ABAP report development for a fixed monthly fee
6. • The team will be based at Technosoft India office and will be connected to client
network via VPN
Resource and Cost Calculation
The sample spreadsheet provides a fair idea as per different modules, the total number of
resources required as well as total cost (sample) for a typical production support model
for manufacturing SMB.
Technosoft SAP Flexible Support Model Scorecard
SMB - Manufacturing Sector
Sr Client Client
No Module / Function Type Answer Score Resource Rate/Hr Total/Hr
Industry Type Select from Discrete
Range 1 Offshore 25 25
Line of Business Select from Automotive
Range 0 Offshore 15 6
1 Material Management Yes/No Yes 0 Offshore 25 9
Procurement Process Yes
Inventory Management Yes
Material Valuation Yes
Product Catalog Yes
2 Sales and Distribution Yes/No Yes 0 Offshore 25 9
Quotation and Order Management Yes
Contract Management Yes
Sales Planning/Forecast Yes
Sales/Customer Order Processing No
Sales Promotion Yes
Pricing/taxation processing Yes
Sales Delivery and Shipping Yes
Transmission of document e.g. Yes
Invoice
Transportation Yes
Billing/Invoicing Yes
Batch determination/tracking for Yes
delivery/shipment
Credit Management Yes
Foreign Trade/Customs Yes
Supply Chain Management Yes/No Yes
3 (Warehouse Management) 0 Offshore 10 3
Inbound Processing Yes
Outbound Processing Yes
4 Finance Yes/No Yes 0 Offshore 25 9
7. Balance Sheet Yes
Profit & Loss Statement Yes
General Ledger Yes
Accounts Receivable Yes
Accounts Payable Yes
Investment Management and Yes
Approval
Management Reporting/Special Yes
Purpose Ledger
Consolidation of Financial Yes
Accounting Data
VAT, GAAP Requirements Yes
Work-Flow / Approval Process Yes
Bank Accounting Yes
Tax Accounting Yes
Treasury Management Yes
Corporate Finance Management Yes
(CFM)
5 Controlling Yes/No Yes 0 Offshore 25 9
Cost Object Controlling Yes
Cost Center Accounting Yes
Profit Center Accounting Yes
Product Costing Yes
Profitability Analysis Yes
Activity-Based Costing (ABC) Yes
6 Production Planning Yes/No Yes 0 Offshore 25 9
Planning and Manufacturing Yes
Strategy
Long Term Planning for Simulation Yes
Sales and Operations Planning Yes
Distribution Resource Planning Yes
Materials Resource Planning Yes
(MRP) / Master Production
Schedule (MPS)
Process Industry specific Yes
processes
Shop-floor Control Yes
Capacity Planning Yes
KANBAN Yes
Configurator/Engineer to Order Yes
Process
Engineering Change Management Yes
(ECM)
Document Management system Yes
(DMS)
Yes
7 Plant Maintenance Yes/No Yes 0 Offshore 25 6
Volume of Business Yes
Maintenance Processing Yes
8. Preventive Maintenance Yes
Warranty Management (Inbound) Yes
Processing
Resource Planning for Yes
Maintenance
Maintenance Order Yes
Work Clearance Management Yes
Serial Numbering Yes
Call Logging Yes
Environment, Health & Safety Yes
Communication for Yes
malfunctions/failures
8 Quality Management Yes/No Yes 0 Offshore 18 5
Quality Planning Yes
Quality Inspection Yes
Inspection Results/lots Yes
Quality Certificates Yes
Quality Notification Yes
Quality Control Yes
Cost of Quality Yes
Stability & Sample Management Yes
Test Equipment Management Yes
9 Project Systems Yes/No Yes 0 Offshore 25 9
Type of Projects Yes
Project Scheduling/Network Yes
Investment Management Yes
Project Costing Yes
Revenue Budgeting Yes
Resource Planning Yes
10 Human Resource Yes/No Yes 0 Offshore 25 9
Personnel Management Yes
Personnel Administration Yes
Recruitment Yes
Personnel Development Yes
Career/Succession Planning Yes
Appraisals Yes
Performance Management Yes
Benefits Yes
Compensation Management Yes
HR Budget Management Yes
Time Management Yes
Organization Management Yes
Training & Event Management Yes
Employee Expense Management Yes
Payroll Yes
9. 11 Basis/System Administration Yes/No Yes 0 Offshore 25 9
Client/Server Technology Yes
Network Integration Yes
Change and Transport system Yes
Database Interface, Database Yes
Platforms
Frontend services Yes
Security Yes
Business Intelligence and Data Yes/No Yes
12 Warehousing 0 Offshore 35 11
Management Reporting Yes
Operational Reporting Yes
Sales Management Yes
Inventory Management Yes
Financial/Cost Management Yes
Purchasing Yes
Manufacturing Yes
Other areas-Kindly indicate Yes
medium for output
Advance Planner and Optimizer Yes/No Yes
13 (APO) 0 Offshore 35 11
SCM Business Scenarios Yes
Supply Chain Monitoring Yes
Supply Chain Collaboration Yes
Network Design Yes
Demand Planning Yes
Supply Network Planning Yes
Multi-Level Supply and Demand Yes
Matching
Global ATP Yes
Production Planning and Detailed Yes
Scheduling
Transportation Planning & Vehicle Yes
Scheduling
APO Master data Yes
Customer Relationship Yes/No Yes
14 Management 0 Offshore 35 11
People-Centric UI Yes
CRM Enterprise Yes
Field Applications Yes
E-Commerce Yes
Interaction Center Yes
Channel Management Yes
Industry-Specific CRM Yes
Supplier Relationship Yes/No Yes
15 Management 0 Offshore 35 11
10. Self-Service Procurement Yes
Service Procurement Yes
Plant Driven Procurement Yes
Spend Analysis Yes
Strategic Sourcing Yes
Catalog Content Management Yes
Contract Management Yes
Application Services Yes
Master Data Yes
16 ABAP Yes/No Yes 0 Offshore 20 6
Sap Scripts Yes
SAP Smart forms Yes
ALV reports Yes
EDI, ALE, IDOC & RFC Yes
BDC, LSMW Yes
Module pool Programming Yes
Reports Yes
ABAP objects Yes
17 Solution Manager Yes/No Yes 0 Offshore 18 5
Basic setting Yes
Implementing and Upgrading SAP Yes
Solutions
Solution Monitoring Yes
Services and Support Yes
Service Desk Yes
Change management Yes
TOTAL COST
TOTAL ESTIMATE 6.70 PER HOUR
166.75
