Shared Services Framework

8/13/2019 Shared Services Framework

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LIVE EXPERT SESSIONSAP Shared Service Framework

Bernhard Fischer Solutions, Shared ServicesSAP AG


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This session provides the business context of the new solution 'SharedServices Framework' and highlights the USP's that differentiate SAP'sapproach to Shared Services

1. Customer Expectations2. The SAP Shared Service Framework3. How SAP Shared Service Framework generates value

4. Positioning and selling SAP Shared Service Framework

Agenda


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Top Executive Issues that drive the trendto Shared Services

F&A SSC

Top executive issuesHow to increase service efficiency?

How to increase service quality?

How to reduce operational risk?

How to prove the value of Shared Servicesdelivery?


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SAP 2009 / Page 5

Shared Services elevator pitch

Shared Services enable companies to

Consolidate efforts for delivering the same services to different groupswithin an organizationLower administrative cost by leveraging economies of scale

Adapt more flexibly to growth and acquisitionsImprove the service to the business

Best Practices

Baseline performance ofprocesses relevant forcentralization

Harmonize and standardizebusiness processes

Automate businessprocesses via technologyinvestments

Enable employees andbusiness partners via selfservices and single-point-of-contact

Manage services effectivelythrough a globally

consistent service andoperating model

Implement governance tointernal client-providerrelationship


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SAP AG 2009. All rights reserved. / Page 6

HR Operating ModelService Delivery ModelSSC organizationalstructureLocationService Level

Agreements

Governance modelLegal form

Employee Interaction Center InquiriesOrders

KnowledgeDatabase

DigitalPersonnel File

Scanning

Generalist1st Level

Specialist2nd Level

Expert3rd Level

Employee PortalSelf Services

Mail

Phone

Fax

E-mail

Core ERPe.g. FI-AR, HCM

100%

10%35%

5%

50%

CorrespondenceTool

Adobe Inter-active Forms

Employee Interaction Center InquiriesOrders

KnowledgeDatabase

DigitalPersonnel File

Scanning

Generalist1st Level

Specialist2nd Level

Expert3rd Level

Employee PortalSelf Services

Mail

Phone

Fax

E-mail

Mail

Phone

Fax

E-mail

Phone

Fax

E-mail

Core ERPe.g. FI-AR, HCM

100%

10%35%

5%

50%

CorrespondenceTool

Adobe Inter-active Forms

Four Action Areas are Common for Shared ServiceProjects to Reach the Full Benefit

Organization People

Change ManagementCommunicationKnowledge creation and transfer Business Simulation und TrainingRoles and Skill profilesPersonnel adjustment

Processes

Cost BaselineProcess scope and interfacesHarmonization and standardization

Process documentationProcess targets and parameter PricingBenchmarks

IT Infrastructure

IT Architecture,IT application landscapeInteraction Center

Scanning, WorkflowKnowledge baseSelf Services

AutomationSAP CoE


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SAP 2009 / 7

SAP Shared Service Framework addresses theno. 1 investment focus of Shared Service decisionmakers: Process Automation

13%

6%

21%

22%

18%

29%

17%

24%

24%

33%

35%

28%

42%

28%

43%

82%

6%

0%

12%

18%

29%

29%

35%

35%

35%

35%

35%

41%

41%

47%

65%

100%

Ex pansion to service other functions

Expansion to service Legal function

Virtualization

More Customer Contact Centers/Interaction Centers

Expansion to serv ice IT function

Off-shoring

Service delivery platform owned by SSC

Consolidate number of SSCs

More self-serv ice

Outsourcing

Global Reach

Expansion to service Procurement function

Expansion to service Finance function

Expansion to serv ice HR function

More Centers of Expertise

More automation

World-Class

Peer Group

Source: Hackett 2008 Shared Services Performance Report


8/40 SAP 2009 / 8

SAP Shared Service Framework addresses thebiggest concern of Shared Service decision makers:Service Quality

Source: Hackett 2008 Shared Services Performance Report


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Short description Value proposition Pain points

Positioning Target market/target customers Competitor/Competitive solutions

Pricing/average deal size Reference customers SAP Business Development

The market for Shared Services Solution isvery hot.Nearly all LE customers are looking forpotential to increase efficiency and lowercostShared Services applies to all industries

increase efficiencylower cost by 16-61% (Source Hackett)increase service qualityensure compliancesupport global governanceenable strategic focus of HR, F&A etc.support growth strategy of customers

Fragmented, inconsistent processes andinflexible technologies reduce resourceproductivity and service responsivenesswhile raising costsProcesses not automatedNo best practices used; varying standardsPoor controls, low complianceLimited governanceLack of transparency

Licence Revenue: Examples: 6,4 Mio. Allianz Insurance (EIC ESS/MSS); 7,8 Mio. Dutch Ministeries (EIC HR ESS/MSS);0,4 Mio. Sappi (EIC ESS/MSS); 4,1 Mio Gauteng (EIC/AIC)

Average dealsize 400.000 for the SAPShared Service Framework plus additionalSolutions for Shared Services ProcessManagement and upsell in Fin, HCM.

Average solution consulting deal 300K -500k plus business transformation cons.

ADP*, Allianz, BASF*, Bayer*, Belgacom*,Colgate, Dresdner Bank, Deutsche PostWorld Net, E-On* ,Essent*, Gauteng*,Hypovereinsbank, Lufthansa, Philip Morris,Primondo, SAP*, Shell, Siemens*,Swisscom*, Deutsche Annington* Success Stories available

Franz Deitering North America, South America, APJ, Nordics, Italy, Iberia, CE,Hindrik Jan (Rene) Zigterman UK, CIS,France, Belux, NL, South Africa, SEMEFriederike Hettenstein DACH

SAP offers Solutions for SSC that help to:Centralize resources

Automation to reduce human interactionStandardize processesHarmonize processesConsolidate system landscapes

SAP LE CustomersBuying Center CFO, CHR-Officer; CIOCEO; Heads of SSC

Main competition is Oracle (PSFT, Siebel)Workflow solutions like Basware, 170systems threaten to freeze client-baseInternal IT-ticketing solutions like Peregrine,Remedy, HP-Openview go into HR/FI SSCNorthgateArinso, Neocase, Getpaid arespecific HR/FI service desk tools

The Shared Service opportunity


10/40 SAP AG 2009. All rights reserved. / Page 10

Shared Servicesan unparalleled opportunity for SAP

Shared Services on SAP

AccentureBP

BASF

Credit Suise

Daimler

DowDiageo

ENI

MarriotMicrosoft

Mol

Excel

Guinness

HenkelHP

PhillipsPfizer

Roche

Samsung

Siemens

Sara LeeSony

Whirlpool

Key takeaways regd the Shared Services OpportunityWe are not competing against Oracle, we are competing against bob vendors (e.g. Concur,GetPaid)Customers that categorize themselves SAP customer will by default approach SAP forShared Services automation, but . . .Shared Services plan and decide with 3- 6 months time frames and try elsewhere if we cant

support their business challenge


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The concept behind theSAP Shared Service Framework

Pillar III Tools For Analytics, Reporting and Governance

Pillar I - Automation

Maximumuse of

Self ServiceApplications

F l o w o

f W o r k

i n t o t h e

S h a r e d

S e r v i c e s

C e n

t e r

MaximumAutomationOfCoreProcesses

Use ofApplications toenhanceCommunicationand Case Mgmt.

Pillar II Effective Communication andEfficient Service Delivery

BestPractice

SSCOperations


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The SAP Shared Service Framework

Communication front-end betweenService Center and client

Inbound and outbound communication withclients of the service center are improved bytight integration between communicationfrontend and business applicationsSelf Services help enable processconstituents

Process facilitationData from several client organizationsprocessed at the Shared Service Center Logical aggregation of information asapplicableData exchange with backends

GovernanceManage Delivery against defined KPIs

Shared Services FrameworkProduct Catalogue; Multifunctional back-end capability; IT-Architecture

Portal Solutions; additional Self Services; Processes and Forms;

SLA Cockpit; track performance a nd enable com pliant operations

F&A HR IT Procure-

ment

Real-Estate /Facility

Enablers

Enablers

Enablers

Shared ServicesProcess Management


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Corporate servicesProcurement

shared servicesHCM

shared servicesFinancial

shared services

The SAP Shared Service Framework complements SAPSolutions relevant for Shared Services

SAP product available

SAP product available with future releasesFuture focus

Partner product available

Partner product available with future releasesCollaborative business map available

Sxx, Vxx, Bxx SA P product and servicePxx Partner product

For more information see: http://www.sap.com

Shared servicesprocess mgmt.

Shared Service Framework

Process flow analytics

Service level mgmt. cockpit

OCR inbound dochandling

Outbound doc. handling

SAP Interactive Forms

Duet (information worker)

SAP NetWeaver MasterData Management.

SAP NetWeaver ExchangeInfrastructure

Bus. comm. mgmt.(CTI and WICOM)

Document mgmt.

SAP Productivity Pack byRWD

SAP Business Workflow

Resource mgmt.

General ledger

Accounts payable

Invoice management

Supplier enabling(biller direct pay-side)

Accounts receivable

Credit management

Collections management

Dispute management

Customer enabling(biller direct sell-side)

Intercompany reconciliation

Intercompany processing

In-house cash

Inventory accounting

Fixed asset accounting

Tax accounting

Treasury

Local closeFinancial statements

Tax management

SSC analytics

Supplier connectivity

Procurement interactioncenter

Requisitioning

Purchase request processing

Purchase order processing

Trading contract management

Receiving

Financial settlement

Manage catalog contentManaging compliance

Supplier collaboration

SSC analytics

Travel management

Real estate management

Enterprise asset mgmt.,spec. IT help desk

Environment, health, andsafety compliancemanagement

Global trade services

Payroll and legalreporting

Time and attendance

HCM processes and forms

Benefits management

Employee administration

Recruiting

Enterprise learning

SAP Employee Self-Serviceand SAP Manager Self-Service

Kiosk Systems

SSC analytics

Shared Services FrameworkProduct Catalogue; Multifunctiona l back-end capability; IT-Architecture

Portal Solutions; additional Self Services; Processes and Forms;

SLA Cockpit; track performance and enable compliant operations

F&A HR IT Procure-

ment

Real-Estate /Facility

Enablers

Enablers

Enablers

Shared ServicesProcess Management


15/40 SAP 2007 / Page 15

Please release internal order 400397

Mrs. Whang

Integration frontend / backends

Interaction Center

SAP 2007 / Page 15

Financial systems

Access to data fromfinancial systems to

solve service requests

Exceptions within localfinancial processes areescalated


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17/40 SAP AG 2009. All rights reserved. / Page 17

SAP Financials

Levers for savings and service quality in Shared ServiceDelivery

Supplier:When will my invoice be settled?

Communication Platform Shared Service Framework

System providesinformation aboutopen items

System providesstatus of invoice

Supplier callsAgent receives

phone call

Supplier wants toknow if / when theinvoice will be settled

Invoice data areavailable

Agent

informs supplier

Supplier ends

call

Example: FIN

Shared Service delivery usually consists of execution and communication. Both means combined Intelligentlysaves cost and ensures quality service.Shared Service delivery usually happens on a historically grown backend system landscape (often 10-100 backendsystems). Todays Shared Services try to work their way around the multiple negative effects of this heritage.Shared Service delivery needs to establish defined expectations on service delivery performance

These are the challenges addressed by the Shared Service Framework
http://localhost/var/www/apps/conversion/01_Vorlagen&Informationen/00_Sales/Offline%20Demos/AIC/EN_AICProcessing.simhttp://localhost/var/www/apps/conversion/01_Vorlagen&Informationen/00_Sales/Offline%20Demos/AIC/EN_AICProcessing.sim


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The SAP Shared Service Framework - one integratedoperating environment for Shared Services

The Shared ServicesCenter agent operatesentirely from one operatingenvironment theInteraction Center.

The Interaction Centerprovides the means tosupport communicationwith employees, suppliersand clients and integrateswith the applications in thebackend systems of the

corporate landscape.The Interaction Center ispart of the SAP SharedService Framework


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Value generated by SSF bringing one integratedoperating environment for Shared Services

IssuesIssues Before SSF With SSF Value / typical savings

SSO Operation in differentmodels (one, several SSCs,virtual teams, combinations)

Separate call management, routing anddispatching infrastructure, duplication of dataentries

One integrated service delivery platformthat connects all contributors to the servicedelivery process, customers and businessapplications

Lower skill requirements

Ramp-up time shortened by4-6 weeks

Identify business issue andlaunch transaction

Communication frontend and businesssystems are more or less disconnected.

One integrated service delivery platformleveraging the information obtained fromcaller-information, voice menus or emails totrigger the appropriate business applicationand select the business object

Time / headcount saved pertransaction (10-15%*)

Reduced error rate

Ticket generation &maintenance

Ticketing system not integrated withapplications. High effort for ticket creation andmaintenance. Low to no value for day2dayoperation. SSC tries to avoid tickets thusvoiding the ticket approach entirely

One integrated service delivery platformthat generates tickets as a by-product ofservice delivery re-using the data context.Tickets contain more information than canbe possibly acquired from the user down tothe level of link to the business object

Time / headcount saved pertransaction (5-15%*)

Better customer service

The Shared Services Centeragent operates entirely fromone operating environment

the Interaction Center.

The Interaction Center provides the means to supportcommunication with employees, suppliers and clients andintegrates with the applications in the backend systems of the

corporate landscape.

* Gains quantification is based on detailed process analysis at individual SSCs and should be seen as an indication of order of magnitude of gains achievable


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The SAP Shared Service Framework Automation andintelligent use of existing context reduce capacity needs

Example:

Automated notification ofthe Shared ServicesCenter out of batch-runsvia service ticket containingall context information at

point of error.


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The SAP Shared Service Framework generates aradically improved service experience

Request for cost object release Controlling

Master Data

Internal Order

Please release internal order 400397

Mrs. Whang

Example:

Employee involves theShared Service Center withone click from the point-in-process at which he needsassistance.

All context information isautomatically transferred tothe SSC together with therequest minimizing the timeto complete the transaction.

Service Request


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The SAP Shared Service Framework supports the SharedServices Center in focusing on value generation

ustomer Fact Sheet

Customer and Vendor FactSheets provide the SharedServices Center team withcontext information aboutthe business partnerinvolved in the current

transaction.

Fact Sheets ensure that theShared Services Centercan act with the mostcomplete view to thebusiness implications.


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External Self Service Portals connect the SharedServices Center with customers and suppliers

Supplier sends inquiry e.g. inquiry for parkedinvoice and receives responses

Shared- Services Center agent process vendorsinquiries with CRM Interaction Center.

SSC Agent

Supplier


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A new set of Financial Self-Services optimize the userexperience with Shared Services and save costs

The Shared ServicesFramework adds valuableFinancial Self Services to theself service portfolio from which aself-service portal can be built for allbusiness functions.

Re-use and seamless integration ofMaster Data governance technologyprovides full flexibility for futureextension to full harmonized financial

master data


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SAP 2009 / 32

SAP Shared Service FrameworkSystem Landscape Architecture

Telephony frontende.g. SAP Business Communication Management

Supplier/Vendor

Customer Employee Manager

Shared Service Framework Dash-

boarde.g.BusinessObjectsXcelsiusorDigitalFuelservice

Flow

Self Service Frontend

ERP 6.0 ERP 2004 R/3 4.6c


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Access to financial correspondence


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SAP 2007 / Page 34

Integration with dispute management


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SAP 2007 / Page 35

Integration with collections management


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SAP Shared Service Framework SAP 2009 / 36

SAP Shared Service FrameworkWhats in it

Interaction Center

ERP 6.0

Supplier/Vendor

Customer Employee Manager

ERP 2004 R/3 4.6c

Self Service Foundation (MDG) DataExtrac-

tionInter-face

Enhance-

Ments to IC

Enhance-ments to

Applications

ProcessIntegration

Existing system

landscape


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1. Customer Expectations2. The SAP Shared Service Framework3. How SAP Shared Service Framework generates value4. Positioning and selling SAP Shared Service Framework

Agenda


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SAP 2009 / Page 38

SAP Shared Service FrameworkPricing Structure

Pricing-structurePre-requisite are SAP Application or SAP ERP user-types

There are no other product-option pre-requisite to purchasethe SSFNo upper-capMinimum License fee is one unitStandard Maintenance feesVolume discount applicable

Country surcharges applicable

DB fee is relevant product runs on all DB-typesPan-industry pricing

Business SupportFunction covered

Price per unit(EUR)

Price formula(EUR)

Finance and Accounting 50.000 N unit(s) * Price per unit

Human Resources 100.000 N unit(s) * Price per unit

IT Tbd Tbd

Real-Estate / Facility Tbd Tbd

Procurement Tbd Tbd

SAP SharedServiceFramework

Unit is defined as 25.000 Service Transactions per annum

Definition of metric relevant for this Option; Number of service related inquiries, the total sum ofServiceTransaction process types: tickets/cases, Complaints, Incident, Service Contracts,warranty claims andservice orders per business support functional domain.

Pricing MetricBased on Service Transactions passing the SSC

How to measureService transactions are measured under the licenseaudit framework. Consistency checks ensure thatout-of-scope usage can be detected.

Material Numbers7008720 SAP Shared Service Framework HR

7008826 SAP Shared Service Framework FIN.

Customer will buy per shared service activity stream which equals the business support function. F&A and HR are front

runner and we are planning to add IT; Real-Estate and Procurement in the next quarters.


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SAP 2008 / Page 39 SAP 2008 / Page 39

Corporate servicesProcurement

shared servicesHCM

shared servicesFinancial

shared services

SAP Business Applicationsautomate Shared Services Delivery

SAP product available

SAP product available with future releasesFuture focus

Partner product available

Partner product available with future releasesCollaborative business map available

Sxx, Vxx, Bxx SA P product and servicePxx Partner product

For more information see: http://www.sap.com

Shared servicesprocess mgmt.

Shared Service Framework

Process flow analytics

Service level mgmt. cockpit

OCR inbound dochandling

Outbound doc. handling

SAP Interactive Forms

Duet (information worker)

SAP NetWeaver MasterData Management.

SAP NetWeaver ExchangeInfrastructure

Bus. comm. mgmt.(CTI and WICOM)

Document mgmt.

SAP Productivity Pack byRWD

SAP Business Workflow

Resource mgmt.

General ledger

Accounts payable

Invoice management

Supplier enabling(biller direct pay-side)

Accounts receivable

Credit management

Collections management

Dispute management

Customer enabling(biller direct sell-side)

Intercompany reconciliation

Intercompany processing

In-house cash

Inventory accounting

Fixed asset accounting

Tax accounting

Treasury

Local closeFinancial statements

Tax management

SSC analytics

Supplier connectivity

Procurement interactioncenter

Requisitioning

Purchase request processing

Purchase order processing

Trading contract management

Receiving

Financial settlement

Manage catalog content

Managing compliance

Supplier collaboration

SSC analytics

Travel management

Real estate management

Enterprise asset mgmt.,spec. IT help desk

Environment, health, andsafety compliancemanagement

Global trade services

Payroll and legalreporting

Time and attendance

HCM processes and forms

Benefits management

Employee administration

Recruiting

Enterprise learning

SAP Employee Self-Serviceand SAP Manager Self-Service

Kiosk Systems

SSC analytics


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SAP 2009 / Page 40

Discovery Evaluation OperationsImplementation

SAP Consulting Servicessupport customers in all phases of the Shared Services Project

Create Vision Analyse Potential

Create Business CaseEvaluate Feasibility,Benefits, Costs and

Risks

Create the design Realize and migrateservices

Improve continuously

Confirm thatShared Services

merit further

investigation

Confirm that it is viableto implement shared

services

Develop the solutiondesign

Develop change plan

Establish pilot

Migrate Services

Stabilize, Optimize andEvolve Shared Services

Operations

DevelopstrategicbusinessrationalePositionSharedServices as a

key element ofthe trans-formationstrategyDefine HighLevel Scope

Identify BaselineDefine OperatingModelDefine ServiceDelivery ModelSelect LocationReview IT landscape

Define Scope andProcess CutsCreate Roadmap

Organization DesignGovernance ModelSolution DesignService ManagementFrameworkPricingCommunication Plan

Prepare targetenvironmentPlan and implementmigrationHand over tooperations

Transition phaseendsMonitor servicequalityStabilize targetenvironmentImplement

continuousimprovementsEvolve SharedService organization

B o a r d p r e s e n

t a t i o n

1 month 3 months 12 months continuously


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SAP helps orchestrate differentdeployment models in an integrated whole

Business Process Outsourcing (BPO) servicescan complement captive Shared Service delivery

BPO Powered by SAP

enables clients and BPO providers to implementand operate business processes

is based on Netweaver and Business Suite

helps clients to generate sustainable businessvalue reducing risk, lowering cost, and improvingquality.

Whenever BPO is a strategic option, SAP helpsminimize risks while maximizing benefits.

On-Premisedecentral

On-Premise

Shared Service

On-Demand

Out-sourced

BPO Providers Powered by SAP

Other Business Services

Procurement Outsourcing & Sourcing

Human Resources Outsourcing

Utilities/EMEAB2B Integration
http://www.quadrem.com/index.asphttp://www.mouchel.com/mouchelparkman/v8/pages.nsf/httppublicpages/home?openhttp://www.basf-it-services.com/itr/BISInternet/internet/en_GB/portal


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SAP 2009 / Page 42

How to sell SAP Shared Service Framework

E x e c u

t i o n

Four Step Sales Approach for Shared Services

1. C-Level contact with CFO, Chief HR officer, CIO or Head of Shared Serv.> Goal: Decision for 1st Positioning and Demo of SAP Solutions and Service

2. 3 hours Positioning with Business, IT and Project team with support fromSales, Solution- & Business Consulting> Goal: Decision for Scoping Workshop

3. Scoping Workshop with a win rate after scoping > 80%> Output: High level Roadmap incl. timeline, licences, reqd resources

4. Reference visit at SAP EMEA SSC in Prague, SAP Americas inPhiladelphia/Buenos Aires or SAP Asia in Singapore OR with one of >10reference customers> Goal: Get contract signed

Deal SupportBusiness Transformation ConsultingSpecialised Shared Services Presales in HR, FI, CRMShared Services Solution Consultants (via Rainer Schwarz, Peter Verrier)Industry Bus. DeveloperGlobal Business Development Franz Deitering & EMEA Hindrik Zigterman

d i lli


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Dos and Donts in sellingShared Service Framework

DosFocus on the vast untappedmarket: Finance Shared Services

Address business owners.Make IT your ally as the automationfacilitators

Look out for customers inincubation stage of their SSC

Upsell SAP application capabilitiesto maximise the benefit from SSF

Make value generation of SSFtangible through examples.

DontsAvoid terminology clutter(EIC, AIC, CRM-xxx)

Do not position alternativexIC solutions

Do not approach EIC customersat this stage any flavor (CRM-ICor ERP-EIC)

Avoid customers with a majorityof non-SAP systems

h f


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SAP 2009 / 44

Further Information

Public webpagewww.sap.com/sharedservices includes e-book & analystopinions

SAP Service Marketplace (log-on required)Brochure Strategy For Success Multi Functional SharedServiceshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&HR Shared Service Deliverywww.sap.com/solutions/executiveview/hr/drive-efficient-hr-operations

Recorded Webcastshttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335Enter Shared Service as search term

Wikihttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared

+Services+Sales+Play

Th SAP Sh d S i F k
http://www.sap.com/sharedserviceshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://wiki.wdf.sap.corp/wiki/display/GFOSolutionBD/Shared+Services+Sales+Playhttps://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b857dacd7829d62db935173a9a8ec335http://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://www.sap.com/solutions/executiveview/hr/drive-efficient-hr-operationshttp://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://service.sap.com/~form/sapnet?_SHORTKEY=00200797470000084332&http://www.sap.com/sharedservices


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The SAP Shared Service Framework addresses1. Captive Shared Services Organizations automating service delivery

Leverage rich SAP application portfolio to equip Shared Services centers with state-of-the-artprocess automation. Support service delivery excellence in heterogeneous corporatelandscapes.

2. Optimum integration of communication and back-end process automationSelf services and interaction centre uniquely integrated with relevant business applicationsreduce the cost per Shared Service transaction and improve service quality.

3. Shared Services Organizations becoming increasingly multifunctionalThe SAP Shared Service Framework brings a single software solution to multiple streams for

Shared Services delivery (FIN, HCM, Procurement)4. Transparency in Shared Service operation

Tracking mechanisms enable traffic analysis. Data extraction interfaces support KPI-basedgovernance of the client-relationship and optimization of service quality.

Positioning:New solution to improve efficiency andeffectiveness of shared service centers

Equips Shared Services Centers with amultifunctional operations platform thatintegrates existing backend SAP systems

Delivers capabilities to standardize andautomate typical business processeshandled by the shared service organizations

Supports monitoring service deliveryperformance (service level agreements)

The SAP Shared Service FrameworkThe Bottom Line

Solution Enhancements:Multifunctional Shared ServiceFramework integrated with relevantapplications supporting in/outboundcommunication with vendors, suppliersand employees based on CRMtechnology.

Multi-backend support added torelevant applications supporting re-use ofapplication assets for Shared Services

Self services added (FIN) andharmonized (HR) to one UI

Data extraction for KPI data enabled

Key Benefits:Lowers costs of Finance or HCMprocesses trough automation andefficiencies in communication.

Leverages economies of scale byenabling harmonized service provision tomultiple organizations

Improves stakeholder satisfaction bysupporting consistency in execution,easy accessibility and the ability tomonitor service quality


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Thank you!

Documents

Shared Services Framework