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ADA SAP CRM Business Blueprint Presentation

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ADA SAP CRM Business Blueprint Presentation

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ADA SAP CRM Business Blueprint Presentation

  1. 1. SAP CRM ® for Higher Education Business Blueprint Project Relationship Management for Universty Members Consultant A.Orkun UYAR
  2. 2. AGENDA 1. Purpose 2. Assumptions 3. Master Data 4. Transaction Types 5. Solution Map 6. Developments © 2010 SAP AG. All rights reserved. / Page 2
  3. 3. Purpose  SAP CRM will be positioned to manage and report the interactions with in university environment. © 2010 SAP AG. All rights reserved. / Page 3
  4. 4. Assumptions  Students, academicians, employees(administrator), partners (externals), equipments and all interactions with them should record in system.  SAP CRM should provide solutions for fallowing business areas:  Facility Processes  Development Processes  PreAdmission Processes © 2010 SAP AG. All rights reserved. / Page 4
  5. 5. AGENDA 1. Purpose 2. Assumptions 3. Master Data 4. Transaction Types 5. Solution Map 6. Developments © 2010 SAP AG. All rights reserved. / Page 5
  6. 6. Master Data  Business partners; mean all people and organizations related with university.  Marketing attributes; mean all spesific info types of business partner.  Categorization schemas; mean all types of request and complaints.  Organization; same with back-end system.(SAP ERP)  Equipments; same with back-end system. (SAP ERP)  Products; same with back-end system. (SAP ERP) © 2010 SAP AG. All rights reserved. / Page 6
  7. 7. Business Partner Business Partner is the main master data in ecosystem. It means all university members; students, employees and sponsors. We can differ university members with their business roles in system. © 2010 SAP AG. All rights reserved. / Page 7 Business Roles Z001 Academician Z002 Employee Z003 Student Z004 Partner Person Z005 Partner Organization
  8. 8. Creating of Business Partners in system  This slide shows the source of creation for BPs. Academician from ERP to CRM. Student from ERP to CRM. Employee from ERP to CRM. Individual Partner manually in CRM, directly via website. Corporate Partner manually in CRM, directly via website. © 2010 SAP AG. All rights reserved. / Page 8
  9. 9. © 2010 SAP AG. All rights reserved. / Page 9 Business Role
  10. 10. © 2010 SAP AG. All rights reserved. / Page 10 Martketing Attributes
  11. 11. © 2010 SAP AG. All rights reserved. / Page 11 Subject Schema Reason Schema
  12. 12. Facility Management Facility processes contain all IT and field services. © 2010 SAP AG. All rights reserved. / Page 12 ADA SAP CRM FACILITY MANAGEMENT IT Service Management Software Hardware Field Services (only interactions) Security Cleaning Cafe, canteen, restaurants. etc.
  13. 13. IT SERVICE MANAGEMENT © 2010 SAP AG. All rights reserved. / Page 13 IT SERVICE CATEGORIES IT10 Enterprise Hardware IT20 Enterprise Software IT30 Personal Hardware IT40 Personal Software
  14. 14. IT SERVICE MANAGEMENT - 2 © 2010 SAP AG. All rights reserved. / Page 14 IT SERVICE SUBCATEGORIES IT10_01 Network equipment Enterprise Hardware IT10_02 Server equipment Enterprise Hardware IT10_03 Storage equipment Enterprise Hardware IT10_04 Wifi equipment Enterprise Hardware IT10_05 Telephony equipment Enterprise Hardware IT10_06 Macbook Pro Enterprise Hardware IT10_07 ClassroomMac mini Enterprise Hardware IT10_08 Printing/Copying Equipment Enterprise Hardware IT20_01 Embark Enterprise Software IT20_02 PowerCAMPUS Enterprise Software IT20_03 Millennium Enterprise Software IT20_04 Symplicity Enterprise Software IT20_05 SAP ERP Enterprise Software IT20_06 SAP CRM Enterprise Software IT20_07 Sharepoint Portal Enterprise Software IT20_08 Turnitin Enterprise Software IT20_09 Office 365 for Education Enterprise Software IT20_10 Printing system Enterprise Software IT20_11 BMS Enterprise Software IT30_01 Laptop Personal Hardware IT30_02 External Hard Disk Personal Hardware IT40_01 Operating System Personal Software IT40_02 Driver Personal Software IT40_03 Antivirus Personal Software IT40_04 Special licensed software Personal Software IT40_05 Backup Personal Software
  15. 15. FIELD SERVICE MANAGEMENT Universty Members can request or complaint about campus or personel, via various channels. These channels could be website, call center or direct employee. Website : Its possible with development. Call Center : There is no any plan about it. Directly : An employee who has authorozation can create request or complaint directly in CRM. © 2010 SAP AG. All rights reserved. / Page 15
  16. 16. PM-CRM Integration If a service request needs to be transform to the PM Order it could be possible with development. Service Request © 2010 SAP AG. All rights reserved. / Page 16 Situation is required to create a PM Notification or Order? PM Notification or Order
  17. 17. Transaction Types  SAP CRM can provide generic solutions for standard business process. In ADA SAP CRM project these document types will be used:  Service Request  Task  Appointment  Individual outgoing e-mail  Mass mailing (campaign transaction)  In addition, some business processes need specific solutions according to their requirements. We will customize and use these document types in CRM system:  Event Opportunity © 2010 SAP AG. All rights reserved. / Page 17
  18. 18. Transaction Types Service Request University can receive notifications such as complaints or requests from outside about specific issues. These type of of interactions will be kept on the CRM system. In ADA SAP CRM project we will use “Service Request” concept for the solution. Service request document / transaction type has these abilities;  Subject and Reason Categorization  University Members by function on document  Status Control and authorization. © 2010 SAP AG. All rights reserved. / Page 18 please see the process flow in next slide.
  19. 19. © 2010 SAP AG. All rights reserved. / Page 19 Subject Reason
  20. 20. © 2010 SAP AG. All rights reserved. / Page 20
  21. 21. Transaction Types Task  Task is a document type which means a university member or an action that requires another action or assessment must be done by another university member. The advantages of this document type are being traceable, assignable, terminable and also we can categorize the generic task types. In this project we will use general task document. A task document includes;  Description, Note  Task creator, Employee Responsible  Due date, Completeness Ratio, Importance, Active Status  Reference Action © 2010 SAP AG. All rights reserved. / Page 21
  22. 22. Transaction Types Appointment  If a department suffers from its schedule management about the appointments with other university members ‘Appointment’ document type should be used.  This document type has such advantages; employees can show their schedule on CRM WEB UI, Managers can plan their department workforce as balanced. Appointment document includes;  Reason,  Location,  Description,  Dates,  Status,  Description,  Notes  Related universtiy members © 2010 SAP AG. All rights reserved. / Page 22
  23. 23. Transaction Types Event Admission and Student services department will use this document type for creating, developing and reporting the activities for advertisement of university and foundation. Event organizer can include to the document;  Event members,  Event budget (as an information not related with finance now)  Event time,  Event place,  Attachments (Flyer, document, photo, e-mail)  Event status © 2010 SAP AG. All rights reserved. / Page 23
  24. 24. Transaction Types Opportunity Development department will record a specific opportunity via this document type. Additionally they can create follow up transaction over this document such as task, appointment, cash proceeds. We can list different opportunity types:  Naming Sponsorship,  Scholarship,  Internship,  Employment,  Executive Education service,  Student Projects  Academic Projects(researches)  Governmental Issue  Consultancy If a related parties agree on an exact sponsorship or business relation type, a hard copy can be produced as output. It will be generated with this opportunity. © 2010 SAP AG. All rights reserved. / Page 24
  25. 25. ADA SAP CRM Solution Map © 2010 SAP AG. All rights reserved. / Page 25 CRM PROCESSES MODULES DEPARTMENTS KEY USER MASTER DATA INCOMING OUTGOING FACILITY IT SERVICES I H A S A N O V employee, equipment Technical problem or incident, software demand service request Feedback FIELD SERVICES GGILLESPIE any uni member complaint or request service request Feedback BUSINESS DEVELOPMENT NHAJIYEV Partners Meeting Partnership Requests service request Scheduling appointments, finding partners, creating opportunities EXECUTIVE EDU GISMAYIL Partners, Prospects Meeting the Enterprise Education demands service request Executive Education Publishings with mass mailing to the specific groups CARRIER PLANNING AHAJIYEVA Students, Partners Meeting Consultancy Requests service request - MARKETI NG MARKETING TMUSTAFAYEV Prospects Meeting parent and prospect student elucidating demands service request Creating Events, gathering prospect student information and statics, reports, Publishings , sharing information about ADA Academic Programs ADMISSION TMUSTAFAYEV Prospects - Sending admission process elucidating individual mailing STUDENT SERVICES TMUSTAFAYEV Students Social club establishing, registration Publishing of social club events Mass mailing Campaing
  26. 26. Developments If a business requirements can not be met with SAP standards, solution can be provided by development. 1. CRM in controls and automation Organization determination; Setting default organization. In ADA SAP CRM project there is only one organization so we will set it in documents. Partner determination; finding responsible person on document. According to the service request type we may need automatic partner determination. © 2010 SAP AG. All rights reserved. / Page 26
  27. 27. Developments 2. Integration Service Request create RFC for webchannel. Partner , Relation and Attribute Create, update RFC for webchannel. Activity Crate, List RFC for webchannel. 3. Outputs Contract from opportunity. It will be a hardcopy for sponsors to express the agreement type and conditions. © 2010 SAP AG. All rights reserved. / Page 27
  28. 28. Team Leaders IT Service Management İsmayil Hasanov © 2010 SAP AG. All rights reserved. / Page 28 Partner Management Natig Hajiyevnt Marketing Turgut Mustafayev
  29. 29. SAP Standart Project Plan © 2010 SAP AG. All rights reserved. / Page 29
  30. 30. ADA SAP CRM Project Plan BASIS Set up of CRM Development System Preparing Business Blueprint © 2010 SAP AG. All rights reserved. / Page 30 Entegration with ERP Generation of CRM Apps Engt. with 3rd Party Systems Configurations Developments Prototype MAY JULY AGUST
  31. 31. Thank you. e-mail: orkun.uyar@mbis.com.tr

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