SAP SERVICE AND ASSET MANAGEMENT

SAP SERVICE AND ASSET MANAGEMENT

Customer Successes

2

3

SAP SERVICE AND ASSET MANAGEMENT

4

Index by Industry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Index by Country . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Index by Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Improving Service and Asset Management Boosts Profits . . . . . . . . . . . . . . . . . . . . . . 12

SAP Service and Asset Management – Enterprise Asset Management . . . . . . . . . . . . 15

Ameco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

City of Stuttgart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Conectiv Energy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Eurotunnel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Fraport AG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Kuraray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

N-ERGIE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

OMV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Stadtwerke Düsseldorf . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Universities of Austria (UNI.VERSE) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

CONTENTS

Contents

5

SAP Service and Asset Management – IT Service and Asset Management . . . . . . . . . 37

GESIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Herefordshire Council . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

K+S Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Munich Re Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

SAP Service and Asset Management – Service Management . . . . . . . . . . . . . . . . . . . 47

Avaya GlobalConnect . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Avid Technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Bosch Communication Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Brother International . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Fabio Perini . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Motovan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Vitens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

SAP Service and Asset Management – Service Parts Management . . . . . . . . . . . . . . 63

Airbus Spares Support and Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

Caterpillar Logistics Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Index

6

Index by Industry

Aerospace and Defense

Airbus Spares Support and Services . . . . . . 64

Ameco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Fraport AG . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Automotive

Motovan . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Chemicals

K+S Group . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Kuraray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

High Tech

Avid Technology . . . . . . . . . . . . . . . . . . . . . . 50

Brother International . . . . . . . . . . . . . . . . . . . 54

GESIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Higher Education and Research

Universities of Austria (UNI.VERSE) . . . . . . . 34

Industrial Machinery and Components

Fabio Perini . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Insurance

Munich Re Group . . . . . . . . . . . . . . . . . . . . . 44

Logistics Services Providers

Caterpillar Logistics Services . . . . . . . . . . . . 66

Oil and Gas

OMV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

INDEX BY INDUSTRY

7

Professional Services

Bosch Communication Center. . . . . . . . . . . . 52

Public Sector

City of Stuttgart . . . . . . . . . . . . . . . . . . . . . . 18

Herefordshire Council . . . . . . . . . . . . . . . . . . 40

Railways

Eurotunnel . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Telecommunications

Avaya GlobalConnect . . . . . . . . . . . . . . . . . . 48

Utilities

Conectiv Energy . . . . . . . . . . . . . . . . . . . . . . 20

N-ERGIE . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Stadtwerke Düsseldorf . . . . . . . . . . . . . . . . . 32

Vitens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Index

8

Index by Country

Austria

OMV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Universities of Austria (UNI.VERSE) . . . . . . 34

Canada

Motovan . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

China

Ameco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Germany


Bosch Communication Center . . . . . . . . . . . 52

City of Stuttgart . . . . . . . . . . . . . . . . . . . . . . 18

Fraport AG . . . . . . . . . . . . . . . . . . . . . . . . . . 24

GESIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

K+S Group . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Munich Re Group . . . . . . . . . . . . . . . . . . . . . 44

N-ERGIE . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Stadtwerke Düsseldorf . . . . . . . . . . . . . . . . . 32

India

Avaya GlobalConnect . . . . . . . . . . . . . . . . . . 48

Italy

Fabio Perini . . . . . . . . . . . . . . . . . . . . . . . . . 56

Japan

Kuraray . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

INDEX BY COUNTRY

9

The Netherlands

Vitens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

United Kingdom

Eurotunnel . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Herefordshire Council . . . . . . . . . . . . . . . . . . 40

United States

Avid Technology . . . . . . . . . . . . . . . . . . . . . . 50

Brother International . . . . . . . . . . . . . . . . . . . 54

Caterpillar Logistics Services . . . . . . . . . . . . 66

Conectiv Energy . . . . . . . . . . . . . . . . . . . . . . 20

Index

10

Index by Company

INDEX BY COMPANY


Ameco . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Avaya GlobalConnect . . . . . . . . . . . . . . . . . 48

Avid Technology . . . . . . . . . . . . . . . . . . . . . 50

Bosch Communication Center . . . . . . . . . . 52

Brother International . . . . . . . . . . . . . . . . . . 54

Caterpillar Logistics Services . . . . . . . . . . . 66

City of Stuttgart . . . . . . . . . . . . . . . . . . . . . 18

Conectiv Energy . . . . . . . . . . . . . . . . . . . . . 20

Eurotunnel . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Fabio Perini . . . . . . . . . . . . . . . . . . . . . . . . . 56

Fraport AG . . . . . . . . . . . . . . . . . . . . . . . . . 24

GESIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Herefordshire Council . . . . . . . . . . . . . . . . . 40

K+S Group . . . . . . . . . . . . . . . . . . . . . . . . . 42

Kuraray . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Motovan . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Munich Re Group . . . . . . . . . . . . . . . . . . . . 44

N-ERGIE . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

OMV . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

11

Stadtwerke Düsseldorf . . . . . . . . . . . . . . . . 32

Universities of Austria (UNI.VERSE) . . . . . . 34

Vitens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

12

Across industries, organizations are looking for ways to boost profits, reduce the cost of service

and repair activities, avoid equipment downtime, and optimize the utilization of assets. And

increasingly, forward-thinking enterprises are turning to the SAP® Service and Asset Management

solution to deliver on these goals. Whether you’re a manufacturer, a third-party service provider,

a utility or telecommunications provider, or in another asset-intensive business, SAP Service and

Asset Management can help you transform your service maintenance processes from lagging to

leading in your industry.

Designed specifically to meet the unique needs of asset-intensive industries, SAP Service and Asset

Management delivers value to organizations like yours so you can achieve the following:

• Superior business process integration delivering higher performance at reduced cost

• Increased asset and installed base contribution to the bottom line

• Better visibility into all service, maintenance, and repair operations

• Increased customer satisfaction (internal as well as external) with overall asset performance

• More robust and efficient resource planning, scheduling, and utilization

• Improved asset and equipment productivity and utilization

• Improved service and maintenance operations analysis

Introduction

IMPROVING SERVICE AND ASSET MANAGEMENT BOOSTS PROFITS

13

The references in this book illustrate how leading companies are able to profit from using

SAP Service and Asset Management in performing the following activities:

• Service management

• Service parts management

By reading about the experiences of customers who have implemented SAP Service and Asset

Management, you will gain insight into some of the ways our solutions can benefit various types

of companies.

If you would like to learn how SAP Service and Asset Management can benefit your company,

contact your local SAP representative or visit www.sap.com/solutions/sam.

Thank you for your interest and attention.

Peter GöbbelsVice President Business Unit Service and Asset ManagementSAP AG

• Enterprise asset management

• IT service and asset management

14

15

SAP® SERVICE AND ASSET MANAGEMENT –

ENTERPRISE ASSET MANAGEMENT

16


“With the SAP solution we now have a single platform that integrates financials and logistics. We can process orders faster and move inventory with greater ease. We’re a more efficient organization, and that makes us more profitable.”Reinhold Scherer, Project Manager, Aircraft Maintenance and Engineering Corporation

AMECOChina

The Beijing Aircraft Maintenance and Engineering Corporation (Ameco) is a joint mainte-

nance, repair, and overhaul (MRO) venture between Lufthansa and Air China. To improve

operational excellence, Ameco choose to implement the SAP for Aerospace & Defense

solution portfolio – offering MRO-related functionality such as materials management,

service billing, and maintenance for engines and components, lines, and bases. Some of

Ameco’s new capabilities include dynamic analysis for the life-cycle maintenance of aircraft

components, sophisticated aviation material management, repair and maintenance sub-

contracting, multicontract management, and accurate calculation and measurement of

labor costs and service charges.

Aircraft Maintenance and Engineering Corporation

www.ameco.com.cn More information available on inserted CD !!

17

AT A GLANCE

Solution Focus SAP® Service and Asset Management – enterprise asset management

Project Objectives • Integrate systems to enable uniform access to information across the organization

• Improve maintenance, repair, and overhaul activity tracking to better allocate cost and revenue for labor and parts

Why SAP • Multilingual and multicurrency support• Logical progression from existing environment• Unparalleled experience in and functionality for aerospace and

defense industry• Highly skilled consulting network to assist with implementation

KEY BENEFITS

• Fully integrated company fi nancials and logistics with enterprise-wide information visibility• Streamlined processes, operational effi ciency, and signifi cant cost reductions• Improved decision analysis

18

“Stuttgart’s innovative GFM [green areas and forestry management] solution – which captured first prize in the Maintainer SAP 2003 competition – links geographical data, a specialized third-party application, and SAP software for plant maintenance.”Hans-Jürgen Woide, Organization and Personnel Department, City of Stuttgart

Public Sector

CITY OF STUTTGARTGermany

Stuttgart, Germany, known as the green metropolis on the Neckar River, offers around

1,300 hectares of green areas and parks to its 590,000 citizens. Today, city employees

responsible for these green sites use mobile handhelds equipped with a digital map of the

city. Because Stuttgart’s mobile geographic information system (GIS) integrates seamlessly

with SAP® plant maintenance software, employees can work more quickly and efficiently.

They no longer have to waste time manually compiling data from numerous sources, and

paperwork has been reduced to a minimum. Data can be recorded, displayed, and

processed easily, any time, anywhere.

City of Stuttgart

www.stuttgart.de More information available on inserted CD !!

19

AT A GLANCE


Project Objectives • Need for an “open” solution• Reduced paperwork• Increased effi ciency to reduce workload• Seamless GIS integration with SAP software

Why SAP • Offered an “open” solution• Continuation of a successful, long-lasting relationship

KEY BENEFITS

• Automated processes, leading to time and cost savings• Elimination of redundant tasks• Integrated information• Flexibility to add further plant maintenance capabilities• Ability to plan more effectively

20

Utilities

CONECTIV ENERGYUnited States

Conectiv Energy, part of US$7.3 billion Pepco Holdings Inc., is a mid-Atlantic utility with

nearly 635 employees, about 40 of whom provide around-the-clock-coverage for the new

Bethlehem, Pa., power plant. To help install, maintain, repair, decommission, and dispose

of production-related assets at this new facility, Conectiv Energy implemented SAP® Service

and Asset Management. By using the solution’s enterprise asset management functions,

Conectiv can now better manage its physical assets throughout the complete asset life

cycle and efficiently perform all business processes involving asset management.

Conectiv Energy

www.pepcoholdings.com

“At Conectiv we have a pretty clear-cut philosophy: if we’re going to implement a new software solution, one of the alternatives we always consider is SAP.”George Muller, Manager of IT Business, Conectiv Energy

More information available on inserted CD !!!

21

KEY BENEFITS

• Integrated disparate information and systems into a unifi ed and simplifi ed application environment• Enabled plant staff to access critical functionality and asset content quickly and easily through

intuitive role-based views• Provided structured OEM documentation• Deployed asset information to users in a workfl ow-centered fashion

AT A GLANCE

Solution Focus SAP Service and Asset Management – enterprise asset management

Project Objectives • Optimize use of SAP Service and Asset Management in new power plant

• Leverage enterprise asset management investment and integrate IT landscape

• Create a scalable, fl exible platform for the future

Why SAP • Software of choice for Conectiv since 1997• Ability to leverage existing SAP software investment

22

Railways

“Before SAP, we were operating in the dark. Every time we tried to calculate the cost of a service, we’d get 10 different answers from 10 different systems.”Chris Jacobs, Chief Information Officer, Eurotunnel plc

EUROTUNNELUnited Kingdom

The Eurotunnel, which opened in 1994, is now the leading carrier of passenger and freight

traffic across the English Channel. To maximize efficiency of its internal business processes

and increase business visibility, Eurotunnel plc decided to replace its software with a

solution that would grow with the company. It chose an SAP® software infrastructure,

including the mySAP™ Customer Relationship Management and mySAP Product Lifecycle

Management applications, the mySAP ERP Financials and mySAP ERP Human Capital

Management solutions, and other SAP software. This helped bring information consistency

and reliability to Eurotunnel, along with efficient processes, reduced costs, and support

for long-term growth.

Eurotunnel plc

www.eurotunnel.com More information available on inserted CD !!

23

AT A GLANCE


Project Objective Gain control of complex sales and service networks

Why SAP • Only vendor able to support such an encompassing project• Able to deliver integrated software solutions for each business

process• SAP software considered most functionally rich of any solutions

available

KEY BENEFITS

• Information consistency and reliability throughout the enterprise• Full euro compliance• Effi cient processes and reduced costs• Advanced customer marketing and segmentation techniques to attract new customers• Support for long-term growth

24


“Using SAP software, we have designed a state-of-the-art, future-proof mobile solution that can be adapted to any maintenance task.”Werner Breitwieser, Project Leader, Fraport AG

FRAPORT AGGermany

Fraport AG is the owner and operator of the Frankfurt Airport in Germany, where its real

estate and facility management division is responsible for some 420 buildings and facilities.

Fraport manages its maintenance activities with the plant maintenance functionality in the

mySAP™ ERP application. By adding SAP® mobile asset management functionality, it was

able to significantly speed up maintenance processes, substantially improve the quality

and reliability of the data, and create new reporting options for malfunctions and product

working life. Furthermore, the time required to complete maintenance processes has been

significantly reduced.

Fraport AG

www.fraport.com More information available on inserted CD !!!

25

AT A GLANCE

Solution Focus SAP Service and Asset Management – enterprise asset management (mobile asset management)

Project Objective Integration of incident management into a computer-aided facility management environment

Why SAP • Strategic partnership• Simple integration into SAP software–based IT landscape• Broad spectrum of functionality

KEY BENEFITS

• Substantially improved quality and reliability of data• Created new reporting options for malfunctions and product working life• Signifi cantly reduced time needed to complete maintenance processes

26

Chemicals

“Today at Kuraray, we’re already getting access to many of the documents and analyses we need, but in the future we will reap even bigger benefits by proactive use of the new system on the shop floor.”Junichi Kamegawa, Maintenance Engineering Manager, Asset Management Department, Kuraray Engineering Co. Ltd. (subsidiary of Kuraray Co. Ltd.)

KURARAYJapan

Founded in 1926, Kuraray Co. Ltd. has had a long history of development in polymers and

synthetic organic chemicals and now has a variety of businesses centered around chemical

products. To support its enterprise-wide commitment to the concept of total productive

maintenance, Kuraray decided to implement a comprehensive enterprise asset manage ment

system. To provide the IT infrastructure needed to make this a reality, Kuraray turned to

SAP® solutions. Now Kuraray can solve problems more quickly, thanks to the better insight

it has into historical data of plant failures.

Kuraray Co. Ltd.

www.kuraray.co.jp More information available on inserted CD !!

27

AT A GLANCE


Project Objectives • Implement SAP enterprise asset management solutions to provide IT infrastructure for company’s enterprise-wide productive maintenance efforts

• Transform paper-based information and personal expertise into shared knowledge

Why SAP • Allowed replacement of legacy systems throughout entire company• Enabled integration with production control and purchasing• Offered adaptability for the future

KEY BENEFITS

• Optimization of business processes through common practices and shared maintenance data across the enterprise

• Cross-plant failure analyses through common maintenance database• Early resolution of problems through better insight into failure data• Support of environmental management

28

Utilities

“Our mobile solution based on SAP NetWeaver reduces traveling time for our engineers. We avoid idle time and virtually exclude the risk of duplication . . .”Peter Gutbrod, Manager of IT Application Systems, N-ERGIE AG

N-ERGIEGermany

N-ERGIE AG, based in Nuremberg, is the 8th-largest utility in Germany and provides around

650,000 customers with electricity, gas, heat, water, and additional services. In order to

better manage the services it provides, including maintenance, the company implemented

a mobile solution based on the SAP NetWeaver® platform. Thanks to SAP NetWeaver,

N-ERGIE benefits from faster, more efficient maintenance processes, as unproductive travel

time for maintenance engineers has been eradicated. The company achieved a rapid ROI –

just 1 year after the mobile SAP® solution went live.

N-ERGIE AG

www.n-ergie.de More information available on inserted CD !!

29

AT A GLANCE


Project Objectives • Develop a mobile solution for more effi cient maintenance processes• Reduce travel times for maintenance engineers• Accommodate reduced number of regional service sites

Why SAP • Potential offered by SAP NetWeaver platform for system and interface consolidation

• Synergies made possible through the interplay of multiple SAP NetWeaver components

KEY BENEFITS

• Cost savings due to shorter order throughput times• Accelerated reporting of work performed, speeding invoice generation• Higher staff motivation due to individual responsibility for data recording• ROI within 12 months

30

Oil and Gas

“Over the years, our SAP software has enabled us to define an integrated, end-to-end process. It now covers virtually all our requirements when it comes to managing and monitoring maintenance.”Helmut Hochwallner, SAP Competence Center for Plant Maintenance, OMV Solutions

OMVAustria

OMV Aktiengesellschaft, based in Vienna, Austria, is Europe’s largest player in the oil

and gas market. The company’s international operations include refining and marketing

petrochemicals, as well as storage and transportation of natural gas. To streamline asset-

management tasks at its refineries, OMV uses SAP® Service and Asset Management,

which automates critical maintenance and document management processes for greater

visibility, efficiency, and productivity. OMV has gained increased efficiency in the

document management area and greater visibility for planning processes.

OMV Aktiengesellschaft

www.omv.com More information available on inserted CD !!

31

KEY BENEFITS

• Single centralized system for managing technical and commercial aspects of plant maintenance• Minimized total cost of ownership• Solution kept pace with changes in technology over the years• 360-degree visibility into all relevant documents and tasks• Enhanced planning and budgeting• High level of automation, eliminating time-consuming manual processing• ROI for each upgrade and enhancement in less than 2 years• Greater process effi ciency• Increased user productivity

AT A GLANCE


Project Objectives • Establish a single, central, integrated solution for all asset management tasks

• Standardize and harmonize maintenance-related processes• Control and reduce operating expenses

Why SAP • Best met company’s exacting plant-maintenance needs• Investment security• Able to upgrade and extend solution without sacrifi cing existing

functionality

32

Utilities

“The integrated SAP solutions are strategic tools that support sustained process optimization, while helping cut costs and increase productivity.”Dr. Matthias Mehrtens, VP Information Systems, Stadtwerke Düsseldorf AG

Germany

Stadtwerke Düsseldorf AG has been supplying energy and water to local households

and businesses for more than 140 years. Recently, the company has evolved into one

of the largest local utilities in Germany. It uses grid maintenance software from the SAP

for Utilities solution portfolio to optimize asset management processes in its distribution

division. As a result, maintenance processes have been improved and planning processes

are streamlined. In addition, the software helps supervisors spend more time on their

key tasks.

Stadtwerke Düsseldorf AG

www.swd-ag.de

STADTWERKE DÜSSELDORF

More information available on inserted CD !!

33

AT A GLANCE


Project Objectives • Design and implement effi cient grid maintenance processes• Enable maintenance budget planning

Why SAP • A key element of company’s IT strategy• Ability to extend preexisting solution

KEY BENEFITS

• Annual ROI of €400,000 • Greater fl exibility to respond to market changes and business requirements, thanks to uniform reporting• Improved budget planning• Effi cient deployment of resources through streamlined capacity and materials requirements planning

34

Higher Education and Research

“SAP technology is underpinning a new era of financial autonomy for Austria’s universities that enhances our ability to grow revenue by attracting prestigious research grants and offering leading-edge courses of study.”Alexander Hammer, Financials and Controlling Manager, University of Vienna

UNIVERSITIES OF AUSTRIA (UNI.VERSE)Austria

All 21 universities in Austria have migrated to a planning and budgeting solution called

UNI.VERSE, based on SAP® R/3® software (functionality now found in the mySAP™ ERP

application), that is enabling them to manage themselves as independent businesses.

The universities now benefit from greater financial autonomy, minimized costs per user,

and a consolidated purchasing system. Accounting is transparent because UNI.VERSE

enables faculty heads and professors to track cash flow, allocate outgoing costs correctly,

and review up-to-date spending figures. With UNI.VERSE, Austria’s universities can build

a solid foundation for future growth.

Universities of Austria (UNI.VERSE)


35

KEY BENEFITS

• Transparent fi nancial management• Integrated planning, budgeting, and forecasting• Real-time performance fi gures and accurate reporting• Business intelligence for fact-based strategy planning• Streamlined asset management• Ability to add new functionality as required

AT A GLANCE


Project Objectives • Give universities the internal controls and business tools needed for independent fi nancial management

• Ensure universities have processes in place to make strategic decisions about future development

Why SAP • Provided best fi t, functionality, and value for the money • Selected as the solution of choice for Austrian government • Enabled integration of all front- and back-offi ce systems

36

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IT SERVICE AND ASSET MANAGEMENT

38

High Tech

“mySAP Customer Relationship Management enables standardized and integrated processes, resulting in more efficient and fully transparent customer services.” Ingo Lampe, Head of e-Business, GESIS Gesellschaft für Informationssysteme mbH

GESISGermany

GESIS Gesellschaft für Informationssysteme mbH, based in Salzgitter, Germany, designs

and maintains the IT systems used by the €7 billion Salzgitter Group, one of Europe’s top

steel technology corporations. To ensure rapid and seamless customer service through its

user help desk, GESIS relies on the mySAP™ Customer Relationship Management application.

GESIS Gesellschaft für Informationssysteme mbH

www.gesis.de More information available on inserted CD !!

39

AT A GLANCE

Solution Focus SAP® Service and Asset Management – IT service and asset management

Project Objectives • Develop standardized and integrated processes for effi cient and transparent customer services

• Integrate customers and partners into the service process via the Internet

Why SAP • Enables company to leverage existing SAP software environment• Offers fl exible and future-proof functionality• Easily integrates with both SAP and non-SAP software

KEY BENEFITS

• Enabled rapid access to all necessary information for processing customer transactions• Increased transparency of processes and services for customers, employees, and partners• Enhanced customer satisfaction as a result of improved services

40

Public Sector

“SAP software enables us to improve ICT support, asset utilization, project management, and purchasing efficiency – while lowering cost of ownership.” Julie Holmes, Head of Information Technology and Customer Services, Herefordshire Council

HEREFORDSHIRE COUNCILUnited Kingdom

Herefordshire Council, in Hereford, England, provides the full range of local authority

services to the citizens of Herefordshire. By using SAP® software, the council’s information

and communications technology (ICT) division has improved user support, enhanced asset

and project management, and cut procurement costs. Since the implementation, the help

desk – using the customer service functionality in SAP Service and Asset Management –

has greatly enhanced its efficiency. In addition to reducing lost calls by 50% and improving

customer service, the division is now saving 117 person-days each year.

Herefordshire Council

www.herefordshire.gov.uk More information available on inserted CD !!

41

AT A GLANCE

Solution Focus SAP Service and Asset Management – IT service and asset management

Project Objectives • Replace information and communications technology (ICT) division’s 23 legacy systems with single, integrated, scalable technology platform

• Integrate help desk and back-offi ce functions using end-to-end, workfl ow-routed processes

• Improve value of purchasing spend and introduce self-service procurement to cut purchasing costs

• Reduce errors caused by manual and paper-based systems

Why SAP Scored best for cost and functionality in competitive tender involving other leading vendors

KEY BENEFITS

• Lost calls to help desk cut by 50%, saving 117 person-days each year• ICT division on track to achieve IT Infrastructure Library compliance for service delivery• Improved reliability and reduced downtime due to better asset management• 20% more projects managed with fewer resources• SAP E-Procurement application streamlines ICT purchasing and is set to save equivalent of

111 person-days each year in administration effort

42

Chemicals

“With mySAP PLM, we were able to implement a transparent and effective IT service and asset management system. The solution is helping us significantly improve the quality of our services.” Dr. Ulrich Lamp, CEO, data process GmbH

K+S GROUPGermany

The K+S Group – a global supplier of specialized fertilizers based in Kassel, Germany –

recognized the importance of providing first-class IT support to its employees to increase

error logging accuracy and enable sustained growth. The group deployed the mySAP™

Product Lifecycle Management (mySAP PLM) application for IT service and asset man-

agement. K+S Group now maintains its hardware and software centrally, has even more

effective help desk support, boasts increased cost transparency, and offers efficient,

high-quality service.

K+S Group

www.k-plus-s.com More information available on inserted CD !!

43

AT A GLANCE

Solution Focus SAP® Service and Asset Management – IT service and asset management

Project Objectives • Increase effi ciency by logging errors centrally• Implement centralized hardware maintenance

Why SAP • Years of excellent experience with SAP software• High degree of buy-in with familiar SAP software maintenance

management functions

KEY BENEFITS

• Centralized error logging and hardware maintenance • Simplifi ed activity allocation and transparent IT processes with respect to costs and benefi ts – due to

direct integration with controlling and accounting • Timely adjustment to customer requirements by means of a scalable infrastructure • Simplifi ed use and process management thanks to a single point of entry for all activities and a uniform

interface • No more process disruptions or data redundancy • IT support for twice as many company computers with same number of IT department employees • Shorter processing times and fewer errors because of centralized logging of error messages

44

Insurance

“The SAP software–based solution fully meets our expectations. We now have a precise overview of what equipment we have, where it is located, and who is using it.”Artur von Römer, Project Manager for SAP Logistics, Munich Re Group

MUNICH RE GROUPGermany

Munich Re Group, based in Munich, Germany, was established in 1880 as one of the

world’s first independent reinsurers. Today, this top reinsurance company has gross

premiums of over €24 billion and offers coverage for property, casualty, life, and health,

and for such diverse risks as fire, climate change, genetic engineering, and even IT failure.

To improve business transparency and data quality, as well as process automation, the

Munich Re Group leveraged IT asset and service management functionality that is standard

in SAP® software to create a tailor-made solution. This global leader in reinsurance can

now manage its computing resources with much greater transparency and control.

Munich Re Group

www.munichre.com More information available on inserted CD !!

45

AT A GLANCE

Solution Focus SAP Service and Asset Management – IT service and asset management

Project Objectives • Integrate new SAP software–based solution tightly with other systems• Consolidate IT-related data centrally and make it available to all areas

involved in procurement and asset management• Improve software license management

Why SAP Company’s strategic commitment to SAP software

KEY BENEFITS

• Support for end-to-end management of the IT life cycle• Increased automation and streamlined processes from procurement to disposal• Effi cient license management and reporting• Full cost control • Improved visibility

46

47


SERVICE MANAGEMENT

48

Telecommunications

“Our systems did not have the capability to capture a unique or unified view of our customers. They could just not support any of the necessary tasks. We needed to invest in a very robust CRM system. That’s how we ended up with mySAP CRM.”Sunil Gambhir, Chief Operating Officer, Avaya GlobalConnect Ltd.

AVAYA GLOBALCONNECTIndia

Avaya GlobalConnect Ltd. plans to become India’s leading provider of converged communi-

cations business solutions for enterprises. To increase its competitive edge, Avaya decided

to refocus from manufacturing to a customer-centered outlook and selected the mySAP™

Customer Relationship Management (mySAP CRM) application to support this goal.

It now uses mySAP CRM to manage the complete presales cycle, as well as service calls,

warran ties and contracts, and billing processes. The interaction center and customer self-

service functionality add significantly to customer satisfaction. Avaya expects to realize

a 129% internal rate of return with mySAP CRM at the end of 2 years.

Avaya GlobalConnect Ltd.

www.avayaglobalconnect.com More information available on inserted CD !!

49

AT A GLANCE

Solution Focus SAP® Service and Asset Management – service management

Project Objective Refocus organization and increase its competitive edge

Why SAP Homegrown systems unable to capture a comprehensive, unifi ed view of company’s customers

KEY BENEFITS

• Improved service for channel partners• Enhanced customer service and greater customer satisfaction• Sharper competitive edge• 129% internal rate of return at the end of 2 years

50

High Tech

“We recognized that our ultimate goal was to become a solutions provider for each customer while doing things efficiently as an organization.”Jan Pope, CIO, Avid Technology Inc.

AVID TECHNOLOGYUnited States

Massachusetts-based high-tech pioneer Avid Technology Inc., with 2,684 employees

and 2004 revenues of US$589.6 million, creates digital video, audio, and 3-D production

systems. As the company has grown more complex, management recognized that to

continue serving existing customers and build profitable new customer relationships, Avid

needed to consolidate customer data and streamline its internal technology infrastructure.

It chose the mySAP™ Customer Relationship Management application to fuse its business

applications into a single, integrated user interface that enables customer-facing personnel

to efficiently track leads, measure campaign effectiveness, and view customer data.

Avid Technology Inc.

www.avid.com More information available on inserted CD !!

51

AT A GLANCE


Project Objectives • Consolidate business applications into a single, integrated user interface• More effi ciently track lead, measure campaign effectiveness, and view

customers’ purchase histories and support contract status• Increase productivity by centralizing customer data and standardizing

customer-facing processes

Why SAP • Provided a consolidated technology infrastructure supported by a single provider

• Leveraged the company’s investment in SAP software

KEY BENEFITS

• Achieved internal rate of return on investment of 68% • Decreased 2004 IT operating budget by more than half• Increased campaign reach, contributing US$1.85 million in revenue enhancement

52

Professional Services

“Our communication center works more efficiently, the service technicians at Bosch Thermotechnik are optimally deployed, and customers are even more satisfied.”René Morgenstern, Project Manager, Bosch Communication Center

BOSCH COMMUNICATION CENTERGermany

Over 120 customers from various industries rely on Bosch Communication Center’s

European network, one of the top providers of outsourced call-center services. The service

provider handles all activities for the thermo technology division of the Bosch group,

including phone support, service management, and resource planning for service techni-

cians. Bosch turned to the mySAP™ Customer Relationship Management (mySAP CRM)

application to sharpen its customer focus and improve its call-center productivity at the

same time. The company has achieved both goals and has significantly optimized use of

agents’ and service technicians’ time. Thanks to greater productivity in resource planning

and operations, Bosch expects ROI for mySAP CRM in 2.5 years.

Bosch Communication Center

www.boschcommunicationcenter.com More information available on inserted CD !!

53

AT A GLANCE


Project Objectives • Present 1 face to customers• Increase percentage of problems solved in 1 call –

for one-call-does-it-all service• Greater effi ciency in scheduling appointments• Cut time for scheduling appointments by 50%• Increase effi ciency of fi eld technicians, so they spend less time on

the road and complete more jobs per day

Why SAP • Easy integration with existing SAP solutions• Complete customer and device history for a comprehensive view

of customers

KEY BENEFITS

• Planning productivity increased by 50%• Service appointments made during initial customer call• Optimal deployment of fi eld service personnel• Return on investment in 2.5 years

54

High Tech

“The valuable customer feedback that we can now report and analyze from mySAP CRM and SAP BW allows us to recognize quality issues and take corrective action sooner to reduce returns and customer calls and improve our customer satisfaction.”Charles Stadler, Vice President of National Service, Brother International Corporation

BROTHER INTERNATIONAL United States

Bridgewater, N.J.–based Brother International Corporation is the U.S. subsidiary of Nagoya,

Japan–based Brother Industries Ltd. The company sells printers, faxes, and multifunction

products and has revenue in excess of US$1 billion. Seeking to improve its call-center

efficiency and customer relationship management (CRM) in general, Brother installed an

integrated CRM and business intelligence solution from SAP to address quality issues,

reduce returns and customer calls, and build customer satisfaction. Giving customers

Web-based self-service lets Brother cut the time needed to service end users and dealers

by 40% and 50% respectively, for respective savings of $1.80 and $3.50 per call processed.

Brother International Corporation

www.brother.com More information available on inserted CD !!

55

AT A GLANCE


Project Objectives • Improve customer interactions• Reduce costs of the campaigns• Reduce average time spent on calls

Why SAP • Ease of integration with existing SAP software environment• SAP track record deploying customer relationship management

software

KEY BENEFITS

• Ability to generate campaigns quickly• Reduced rate of returns and substantial cost savings• Improved interactions with customers and greater customer satisfaction• Rapid return on investment• More effi cient customer service processes and streamlined complaint management• Reduction in call-center training time• Less stress on employees• Lower IT maintenance costs

56

Industrial Machinery and Components

“With mySAP CRM, we are more streamlined, we move faster, and the information we provide to the customer is of higher quality.”Karsten Becker, Manager of Electronic Business, Fabio Perini S.p.A.

FABIO PERINIItaly

Fabio Perini S.p.A., based in Lucca, Italy, is a leading producer of tissue-converting

machinery for products such as toilet rolls and kitchen towels. It is a global company

with 8 manufacturing units, 14 sales organizations, 3,000 customers, a 120-person sales

force, and 200-person service team. Fabio Perini sells 230,000 different spare parts.

Skilled specialists working on a centralized hotline take customer calls from around the

world and use the activity management functionality in the mySAP™ Customer Relationship

Management application to access business partner, machine, and configuration infor-

mation; document the problem; and then solve it or transfer the call to the technical or

spares department.

Fabio Perini S.p.A.

www.fp.kpl.net More information available on inserted CD !!

57

AT A GLANCE

Solution Focus SAP® Service and Asset Management – service management (part of the larger customer relationship management [CRM] implementation built around mobile sales)

Project Objective Gain control of complex sales and service networks

Why SAP • Easy integration with existing SAP software• Functionally equivalent or superior to stand-alone CRM solutions• Ability to support core software platform and help determine future

corporate direction

KEY BENEFITS

• Provided sales and service with a complete view of customers, markets, and products• Streamlined operations• Provided higher-quality information to customers• Reduced business-user workload with online spare-parts shop• Consolidated sales data for central forecasting• Enabled dedicated, online link to key customers, resulting in preferred supplier status

58

Automotive

“The functionality in this solution is very straightforward. We knew what we wanted, and that’s exactly what we got from the mySAP CRM application.”Stephan Cartier, IT Director, Motovan Corporation

Canada

Motovan Corporation, headquartered in Boucherville, Quebec, supplies aftermarket replace-

ment parts and accessories to snowmobile, motorcycle, and all-terrain vehicle dealers. To

enhance customer service for its dealer network while at the same time controlling costs,

it selected the mySAP™ Customer Relationship Management (mySAP CRM) application.

The company used the software to create a successful, revenue-enhancing online presence.

The online ordering functionality in mySAP CRM allows Motovan to provide better customer

service, improves the quality and accessibility of dealer information, and opens new growth

opportunities without increasing support costs.

MOTOVAN

Motovan Corporation

www.motovan.com More information available on inserted CD !!

59

AT A GLANCE


Project Objectives • Implement an online sales and service presence that provides extended customer service without increasing costs or staffi ng

• Integrate new solution with existing SAP solutions, including sales and distribution, fi nancials, and materials management

Why SAP • Functionality to create an online presence without substantial up-front fees or ongoing maintenance investment

• Straightforward functionality• Acceptable total cost of ownership• Easy integration with existing SAP solutions

KEY BENEFITS

• Enhanced customer service through online presence• Improved quality and accessibility of information• New growth opportunities with lower support costs

60

Utilities

“Thanks to SAP solutions, many duplicate processes could be eliminated, and the quality of information has improved drastically.”Geuje van Dijk, Program Manager, Vitens NV

VITENSThe Netherlands

In 2002, 3 companies merged to form 1 water supply company called Vitens NV,

headquartered in Apeldoorn, the Netherlands. The company, now the largest of its type in

the country, with annual revenue of over €300 million, transports more than 260 million

cubic meters of water over 40,000 kilometers of pipeline to 1.6 million homes, companies,

and institutions each year. To meet 4 key goals for the merged organization – improve

integration, quality, and reliability, and reduce operating costs – Vitens chose to implement

SAP® solutions company-wide. The project proved essential in making the merger a success

and creating an efficient new business.

Vitens NV

www.vitens.nl More information available on inserted CD !!!

61

AT A GLANCE


Project Objectives • Create a single, integrated IT environment company-wide• Create best-in-class solution with high degree of standardization,

centralized logistics, and streamlined IT systems

Why SAP • Best-in-class solution• Highest level of standardization• Potential to save costs

KEY BENEFITS

• ROI expected in 2.5 years• Able to retire old systems and eliminate associated maintenance problems and costs• Number of warehouses reduced from 4 to 1 to centralize logistics• Materials and processes now standardized company-wide• Entire organization now more scalable and fl exible for future growth

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SERVICE PARTS MANAGEMENT

64

“Looking at the overall project, we can save millions of euros in our supply chain using SAP APO.” Olaf Lawrenz, Senior Director, Center of Competence, Airbus Spares Support and Services

AIRBUS SPARES SUPPORT AND SERVICESGermany

The right spare part must always be quickly available in the right place – and at the lowest

possible cost. Within Airbus S.A.S., this huge task is handled by the Airbus Spares Support

and Services division (Airbus Spares), based in Hamburg-Fuhlsbüttel, Germany. In total,

Airbus’s database contains 2 million different spare parts. Airbus Spares found the ideal

IT support in the SAP® Advanced Planning & Optimization (SAP APO) component, part of

the mySAP™ Supply Chain Management application. SAP APO helped Airbus Spares

adjust stock levels to reflect actual requirements, shorten delivery times, and cut costs,

while optimizing parts storage and staging.

Airbus Spares Support and Services

www.airbus.com



65

KEY BENEFITS

• Feasibility of the project proven by a business case created by SAP Consulting• Millions of euros saved in the supply chain• Optimized planning accuracy reduces stock without affecting ability to deliver• ROI expected within 1.3 years

AT A GLANCE

Solution Focus SAP Service and Asset Management – service parts management

Project Objective Optimize requirements planning, procurement, storage, and staging of 2 million spare parts

Why SAP • Consultants’ specialized and practical expertise in the industry• Knowledge of products and solutions• Close cooperation between management and application consultants

within SAP Consulting

66

Logistics Services Providers

“SAP brought a genuine desire to make sure the software not only met the needs of Cat Logistics but was also a best-in-class solution for the industry as a whole.”Kevin Nelson, Development Manager, Caterpillar Logistics Services Inc.

CATERPILLAR LOGISTICS SERVICESUnited States

Caterpillar Logistics Services Inc. (Cat Logistics), based in Morton, Ill., provides integrated

logistics solutions to global companies in a variety of industries, operating over 105 offices

and facilities in 25 countries on 6 continents. The aftermarket parts business is key for the

company, which manages some 25 million SKUs annually. When Cat Logistics decided to

move its aftermarket parts operation to a next-generation platform, it joined forces with

Ford Motor Company and SAP to develop a powerful service parts management application.

Now part of SAP® Service and Asset Management, the software is helping the company

stay on the cutting edge.

Caterpillar Logistics Services

www.catlogistics.com More information available on inserted CD !!!

67

AT A GLANCE

Solution Focus SAP Service and Asset Management – service parts management

Project Objectives • Move away from in-house software development• Provide the functionality and power to manage complex service parts

supply chains• Implement Web-enabled, standard technology

Why SAP Long-term stability of SAP as a company – as well as its industry and supply chain knowledge and global perspective and support

KEY BENEFITS

• Expected 25% to 50% improvement in warehouse productivity • Expected 5% to 10% improvement in fi ll rates • Expected 15% to 25% reduction in inventory • Expected 20% to 30% reduction in IT support costs • More time for IT staff to spend on customer service and integration

Index

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50 082 119 (06/11) © 2006 by SAP AG. All rights reserved. SAP, R/3, mySAP, mySAP.com, xApps, xApp, SAP NetWeaver, and other SAP products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of SAP AG in Germany and in several other countries all over the world. All other product and service names mentioned are the trademarks of their respective companies. Data contained in this document serves informational purposes only. National product specifications may vary. Printed on environ-mentally friendly paper.These materials are subject to change without notice. These materials are provided by SAP AG and its affiliated companies (“SAP Group”) for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissions with respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.

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SAP SERVICE AND ASSET MANAGEMENT