QualityManifesto Supplement RegionalVariances Process

Global Services Customer Office
Risk and Quality Management Practices

November 2014 (Work-in-progress)
Internal
Process to Document R&QM Practices Content as Appendix to Manifesto vx.x

Manifesto Version x.x
Maintained by Services
Quality Office
Global Standards for Quality and Risk

Topics
SAP JAM SITE
Manifesto Version x.x

E.g. Quality Gates (Bid)
Initial Version provided by Services Quality

Office
Subsequent Updates by Regional Quality
Responsibles, but only as agreed with
Services Quality Office for Regional (incl.
Cloud) Variations
Note Regional Variations
4
Per Region Link to SAP Jam Site
Maintained by Services
Quality Office
Note Cloud Variations
E.g. EMEA
6
7
2014 SAP SE. All rights reserved.
Contacts
Regional Links, Content

(E.g. Templates, PPTs)
Internal
APPENDIX LAST VERSION

OF R&QM PRACTICES
CONTENT FOR REFERENCE
Internal

Goals and Objectives
Goals
Provide an outline of risk and quality management practices for SAP Global Services, including
mandatory policies, associated guidelines, and supporting services to assist regional sales and delivery
teams in completing successful bids and project deliveries, according to the risk and quality model.
Objectives
Regional sales and delivery teams are to incorporate the proactive risk and quality management
practices in their bids and project delivery activities.
The Services Customer Office will continuously support the regional sales and delivery teams in
harmonizing risk and quality management policies and guidelines.
The Services Customer Office will continuously support the regional sales and delivery teams in
implementing the risk and quality management practices and by providing resources when
requested*.
* Based on resource and budget availability
Internal

Key Definitions
Policies
Policies are a set of basic principles or rules to drive actions and decisions in achieving strategic objectives and high quality
outcomes for our customers and SAP.
Adherence to polices is mandatory for all SAP-led projects.
Standards
Standards are norms or rules to ensure harmonized processes, practices and approaches. SAP Services defines these rules as part
of the methodology and guidelines for selling and delivering projects and compliance is expected.
Adherence to standards is mandatory for most SAP-led projects.
Guidelines
Guidelines are recommended best practices that allow some degree of regional discretion or latitude in its interpretation,
implementation, or use.
Guidelines are strongly recommended for SAP-led projects.
Services
Services include a set of defined activities and deliverables to achieve predefined result. SAP offers a comprehensive set of
project and quality assurance services, traditionally positioned and sold to customers/partners to proactively identify and manage
project and solution risks.
Services are strongly recommended and can be made mandatory for SAP-led projects.
Internal

Listing of Policies, Guidelines and Services by Risk Category
Built into ALL Bids and Projects Policy /Standard
Service /
Guideline
LOW RISK
MEDIUM RISK
HIGH RISK
Q-Gates (Bid)*
Standard
Recommended
Recommended
Recommended
Q-Gates (Measured Project)*
Standard
Mandatory
Mandatory
Mandatory
Service
Recommended
Recommended
Mandatory
PtD Entry*
Standard
Mandatory
Mandatory
Mandatory
PtD Reporting*
Standard
Mandatory
Mandatory
Mandatory
Project Manager Assignment*
Standard
Mandatory
Mandatory
Mandatory
Management Reserve*
Standard
Mandatory
Mandatory
Mandatory
Top Watch Reporting
Standard
Optional
Recommended
Recommended
Policy
Mandatory
Mandatory
Mandatory
Quality Manager (Role) Assignment*
Standard
Mandatory
Mandatory
Mandatory
Executive Sponsorship (Local)
Guideline
Recommended
Recommended
Recommended
Standard Services Agreements
Policy
Mandatory
Mandatory
Mandatory
Standard
Mandatory
Mandatory
Mandatory
Relevant for ALL Bids and Projects:
Quality Assurance Services
Risk Screening Assessment (PSSO or GRC)*
Project Health Status (PMI Indicators Reporting)*
Relevant for MEDIUM Risk Bids and Projects:

See page 5
Relevant for HIGH Risk Bids and Projects:

See page 6
* Depending on global and regional thresholds, see detailed slides for more information
Internal

Built into Medium Risk Bids and Projects Policy /Standard
Service /
Guideline
LOW RISK
MEDIUM RISK
HIGH RISK
Policy
Mandatory
Mandatory
Mandatory
Service
Recommended
Delivery Executive Assignment*
Guideline
Recommended
Executive Sponsorship (Regional)
Guideline
Recommended
Guideline/Policy?
Recommended
Guideline/Policy
Mandatory
Project Launch Services*
Service
Recommended
Project Recovery, Customer Care
Service
Optional
Guideline
Recommended

Relevant for ALL Bids and Projects:
+
GRC Risk Assessment for Trigger List Products
Premium Engagement Services (Max Attention, Active Embedded)
Legal Services for Medium Risk and Complex Service Deals
+
Legal Services for High Risk and Complex Services Deals
Executive Sponsorship (Global)
Internal

Built into HIGH Risk Bids and Projects Policy /Standard
Service /
Guideline
LOW RISK
MEDIUM RISK
HIGH RISK
Guideline/Policy
Mandatory
Project Launch Services*
Service
Recommended
Project Recovery, Customer Care
Service
Optional
Guideline
Recommended

Relevant for Bids and Projects:
+
+
Executive Sponsorship (Global)
Internal
Policies, Standards, Guidelines and Services

for All Bids & Projects
Quality Gates (Bid)
Quality Gate (Project)
Quality Assurance
Services
PtD Entry
PtD Reporting
Relevant for
Reason for Establishing

Service/ Guidelines
Risk Screening
Assessment
Excecutive
Sponsorship (Local)
Standard Contracts and

Services Agreements
Service
Guideline
Bids
Management Reserve
Quality Manager (Role)

Assignment
Standard
The Bid Q-Gate is a gate or a checkpoint at the end of the opportunity (bid) development phase. It checks if all the components for a bid are
checked for and if the deliverables for the bid council or risk delegation of authority is completed before being submitted for approval. The Bid QGate is designed to reduce both the number as well as the costs of challenging projects by improving SAPs risk mitigation and quality
Description / Key Elements management capabilities.
All significant bids are subject to local (regional or global) management bid review before the documents are placed before a prospect or
customer. The quality gate result is a key deliverable for the Bid Council/Risk Delegation of Authority (DoA) review.
Project Manager
Assignment
Top Watch Reporting
Policy
Type
Quality Gates (Bid)
Thresholds /Triggers
Assure quality at key milestone, to avoid financial loss and customer dissatisfaction of SAP led projects
Check availability and completeness key deliverables and assess readiness of opportunity
Avoiding reactive escalations in the future
Ensure implementation of standardized and harmonized processes across the entire portfolio and in all regions and market units
Promote data quality, consistency and accuracy, and measurement
Support knowledge management
Support and Promote SAPs growth strategy
All relevant Bids and/or All A2O and Design Based + Industrialized deals above 250k (~ USD 350,000). (APJ, LA)
Any other engagements at managements decision. (APJ, LA)
Service / Guideline Info
Additional / Global
Information
Project Health Status

(PMI Indicators
Reporting)
ASAP 8:
Quality Gate
Responsible / Point of Contact
Yogesh Kavita (for Bid Q-Gate), Jan Musil (for ASAP)
APJ:
MEE:
EMEA:
Regional Variants and

Content
LA :
NA:
Jeff Roberts
MEE DOA Portal,

EMEA DOA Portal, EMEA Core DOA,
Bid Management Summary
Fabrizio Rebella
Ricardo Correa
NA Bid Council JAM Site
David Hawk
Internal
10
Quality Gates (Project)
Quality Assurance
Services
PtD Entry
PtD Reporting
Policy
Type
Relevant for
Service
Guideline
Projects in Delivery

Service/ Guidelines
Top Watch Reporting
Risk Screening
Assessment
Assignment
Excecutive
Sponsorship (Local)
Standard
A Quality Gate (Q-Gate) is a gate created at critical junctures of a project to verify that all needed project deliverables have been completed and
the project is ready to start wit the next phase. Q-Gates are designed to reduce both the number as well as the costs of challenging projects by
Description / Key Elements improving SAPs risk mitigation and quality management capabilities.
SAP led projects will schedule and perform a minimum of four Q-Gates throughout the lifecycle of a project - at the end of the project preparation
phase, the business blueprint phase, the realization phase and the final preparation phase.
Project Manager
Assignment
Management Reserve
Quality Gates (Bid)
Assure quality at key milestones, to avoid financial loss and customer dissatisfaction of SAP led projects
Check availability and completeness key deliverables and assess readiness to start with next project phase
Provide a Four Eyes principle on project quality
Foster usage of recommended best practices
Opportunity for PM to actively request for support
Minimize project risk exposure
Reduce cycle time: Get things done right the first time
Enable project managers to continuously communicate and build quality into their project
All SAP Prime projects with a value greater than or equal to 250,000 (~ USD 350,000)
Any other engagements at managements decision
Additional / Global
Information

Services Agreements
(PMI Indicators
Reporting)
Global Quality Manifesto:

QBI Homepage:
ASAP 8:
Global Product Trigger List:
Quality Manifesto 2.1

QBI
Quality Gate
Trigger List

Content
APJ:
MEE:
EMEA:
LA :
NA:
SAP GD:
Q Gate Concept
EMEA Q Gate Concept
Measured Projects & Trigger List Engagements
Quality Gates and Quality Management
Brian Hanover
Raik Bumann, Goeran Bergmann
MU DM, MU PMO, DPO (on request)
MU Quality Manager, LA PMO
Internal
11
Quality Assurance (QA) Services

Policy
Type
Standard
Quality Gates (Bid)
Service
Guideline
Quality Assurance
Services
PtD Entry
Relevant for
Bids and Projects in Delivery (including Run Phase)
Description / Key
Elements
SAP Services provides a portfolio of Quality Assurance (QA) Services that will benefit our customers, our partners, and SAP. For our customers,
QA Services help ensure customer implementation projects are executed with the highest level of quality, yet with minimal risk.

Service/ Guideline
To provide a comprehensive set of QA Services designed to deliver tangible customer benefits and results, including:
Reducing costs by applying end-to-end standards that improve the quality of all SAP solutions deployed;
Minimizing risks associated with solution implementations before the business is impacted;
Ensuring that projects are aligned with the overall business scope and strategy, enabling successful business and IT strategy execution;
Optimizing and improving system performance and stability in the operational phase;
Addressing program/project pain points in the areas of governance, solution design, security, testing, and education;
Ensuring organizational readiness for successfully supporting and implementing their SAP solutions.
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Risk Screening
Assessment
Assignment
Excecutive
Sponsorship (Local)
Additional / Global
Information
Global Quality Manifesto: Quality Manifesto 2.1

QAS Global Content:
QAS Portal Page
QAS Content on Service Marketplace
QAS Content on SAP.com
QAS Presentation:
Customer Presentation
QAS Services:
QAS in the SPM Services Catalog

Services Agreements

(PMI Indicators
Reporting)
SCO Dashboard
(Key Opportunity and
Delivery Indicators)
Design Review of SAP Solutions (CRM# 50109433)

Review of Project Management (CRM# 50109396)
Management of Quality and Risk for SAP Implementations(CRM# 50109431)
Review of Project-Related Development (CRM# 50109399)
Security Review for SAP Business Suite (CRM# 50113899)
Strategy Development for Education (CRM# 50109669)
Global Contacts:
Regional Variant and

Content
APJ:
MEE:
EMEA:
LA:
NA:
Applicable for all measured projects plus all RDS, HANA and Mobility engagements
Applicable for all measured projects
Bruce Higgins
Brett Farrell
Bob Thomas
Fabio Tsukuda
Kim Morrissey
Jerry Veal
Brian Hanover
Ina Foerster
Wolfgang Koyro
Gerardo Winocur
Norma Johnson
Internal
12
PtD Entry
Policy
Type
Standard
Service
Guideline
Quality Gates (Bid)
Relevant for
Quality Assurance (QA)

Services
Promise-to-Delivery ( PtD) is a Project Management Information System that enables SAP Consultants to Plan, Build, and Run SAP Consulting
Description / Key Elements Projects more efficiently. PtD covers all Project Management related processes (from scoping to closing), and facilitates centralized project
monitoring and controlling.
PtD Entry
PtD Reporting
Project Manager
Assignment

Service/ Guideline
Increase transparency of SAP Global Services led project portfolio across all levels of the organization.
Provide project and delivery managers with access to project progress
Serving as a platform for quality assurance and risk management procedures (Q-Gates), PtD enables timely intervention for struggling projects
Knowledge database of all major consulting projects, that allows search for similar projects and documentation to facilitate similar projects
Capture minimum required QAS data elements
Capture key recommendations from QAS delivery for analysis and reporting
Management Reserve
Top Watch Reporting
Risk Screening
Assessment

Assignment
Excecutive
Sponsorship (Local)
Services Agreements
All Measured Projects will be maintained in the PtD System

Measured Projects are projects that meet the following criteria:
SAP revenue 250.000 Euro
SAP is providing project manager and project team
SAP is responsible for the budget and the realization of contract & scope
Project Controlling (margin trigger) or Risk Management recommends to measure it
Project is nominated by Management / Board
Additional / Global
Information

QAS and PtD - Global:
PtD Portal Page - Global:

Presentation
PtD

(PMI Indicators
Reporting)

Content
APJ:
MEE:
EMEA:
LA:
NA:
PtD Learning Material APJ

PtD Learning Material
PtD Learning Material EMEA
All approved projects with a SO size > 50k USD
PtD Learning Material LA
NA PtD Community Measured Projects,
PtD Learning Material NA
Internal
13
PtD Reporting
Policy
Type
Standard
Service
Guideline
Quality Gates (Bid)
Relevant for

Services
Once the projects are entered into PtD the regions and the market units, including the global teams such as the Services Customer Office, can
Description / Key Elements use the various reports (BI and Online) within PtD for tracking and monitoring progress, risks, issues, financials, etc.
PtD Entry
Assurance of quality by acting early and following up effectively
All Measured Projects will be maintained in the PtD System

Measured Projects are projects that meet the following criteria:
SAP revenue 250.000 Euro
SAP is providing project manager and project team
Project Controlling (margin trigger) or Risk Management recommends to measure it
Project is nominated by Management / Board
PtD Reporting
Project Manager
Assignment

Service/ Guideline
Management Reserve
Top Watch Reporting
Risk Screening
Assessment

Assignment
Excecutive
Sponsorship (Local)
Services Agreements
Additional / Global
Information

QAS and PtD - Global:
PtD Portal Page - Global:

Presentation
PtD

(PMI Indicators
Reporting)

Content
APJ:
MEE:
EMEA:
LA:
NA:
PtD Learning Material APJ

PtD Learning Material
PtD Learning Material EMEA
All approved projects with a SO size > 50k USD
PtD Learning Material LA
NA PtD Community Measured Projects,
PtD Learning Material NA
Internal
14
Assignment of SAP Project Manager

Policy
Type
Quality Gates (Bid)
Standard
Service
Guideline
Relevant for
Description / Key
Elements
Project Managers are responsible for the overall management of a project throughout its lifecycle. They are responsible for defining, planning,
tracking and managing the project, for identifying key resources and providing the direction they require in order to meet project objectives. They
also ensure adherence to project management methodology practices, provide team coaching, evaluate the performance of team members and
reinforce the enterprise knowledge management through the collection and communication of lessons learned. In the ideal case, the (designated)
project manager will already be involved during the bid phase, shaping the deal and making its contribution how the future project will be
delivered.

Services
PtD Entry
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Risk Screening
Assessment
Consistent management of projects and of customer expectations by qualified, skilled and certified SAP Project Managers
Reason for Establishing Secure project success by delivering according to SAPs Project Management Methodology (PMM) and ASAP Methodology for
Implementation Projects
Service/ Guideline
During A2O process, the project management service portfolio effort is estimated

Assignment
Assignment of an SAP Project Manager applies for projects that meet the following criteria
SAP revenue >/= 250.000 EUR (or the equivalent in MU currency)
SAP has the contractual obligation to provide project manager and project team

Excecutive
Sponsorship (Local)
Additional / Global
Information
SAP Project Management Methodology (PMM) (chapter 2.1.6)

Services Agreements
(PMI Indicators
Reporting)

Content
APJ:
MEE:
EMEA:
LA:
NA::
SAP GD:
NA PMO Estimator Tool, NA Delivery Execution
MU DM and Regional RM supports

MU DM, Boris Pinnow (Regional RM) to support
MU DM, Boris Pinnow (Regional RM) to support
MU DM, MU RM, Laura Gutierrez (Regional RM) to support
MU DM , Regional RM to support
Leslie Dhanaraj
Internal
15
Management Reserve for FPP

Policy
Type
Quality Gates (Bid)
Standard
Service
Guideline

Services
Relevant for
PtD Entry
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Description / Key
Elements
Reason for
Establishing
Service/ Guideline
Thresholds
/Triggers
Bids and Projects in Delivery
Management Reserve represents the amount of the project baseline withheld for unforeseen work in order to complete the project. In order to
reflect costs for uncertain events related to the delivery of Fixed Price Projects, minimum standards based on the estimated costs have to be
included in the estimate for FPP as a management reserve for high-risk projects, 15% for high risk projects and a minimum of 10% for low to
medium risk fixed price projects.
Come up with a cost estimation that takes cost for events that are known unknowns into account
Build in a buffer in the calculation for Fixed Price Projects to secure SAPs project profitability during the entire project lifecycle
All fixed price projects (FPP), risk-relevant or not, have a risk management reserve of at least 10% of the calculated costs included in the cost
estimation. With DOA authorization a percentage may be raised or lowered.

Risk Screening
Assessment
Additional / Global
Information

Assignment
Excecutive
Sponsorship (Local)
Services Agreements
Regional Variant
and Content

(PMI Indicators
Reporting)
APJ:
MEE:
EMEA :
LA:
Management Reserve Release Process for MEE

Delegation of Authority (DOA) EMEA Core (page 5)
Contingency Guidelines for Fixed Fee Projects
NA:
Mary Lou Seigler
Jeff Roberts (APJ)

Ina Foerster (MEE)
Wolfgang Koyro (EMEA)
Gerardo Winocur (LA)
Kevin Furlong (NA)
Internal
16
Top Watch Reporting

Quality Gates (Bid)
Policy
Type
Standard
Service
Guideline

Services
Relevant for
Description / Key
Elements
Top Watch Reporting is the end result of the reporting framework designed to provide a consistent periodic review of all projects within the
regional portfolios. The framework and meeting cadence assists in identifying troubled or risky projects early, thus ensuring No Surprises.
The Top Watch report itself is a highly confidential compilation of top risk or potentially top risk projects by region. It is updated on a monthly
basis.
Reason for
Establishing Service/
Guideline
Early visibility, through monitoring, will reduce the impact and probability of project issues. Monitoring our riskiest and potentially riskiest projects
allows us to react appropriately with SLT support and ensure that there are No Surprises going forward.
Top Watch project selection is based on regional management discretion. Projects are reviewed at a market level and regional level before being
assigned to the Top Watch report.
PtD Entry
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Risk Screening
Assessment
Assignment
Excecutive
Sponsorship (Local)
Additional / Global
Information

Services Agreements
(PMI Indicators
Reporting)

Content
APJ:
MEE:
EMEA:
LA:
NA:
Mary Lou Seigler
APJ: Jeff Roberts

MEE: Fabian Kamm (DACH), Andreas Mermi (CIS, CEE)
EMEA Core: Wolfgang Koyro
LA: Gerardo Winocur
NA: Norma Johnson
Internal
17
Risk Screening Assessment (PSSO)

Quality Gates (Bid)
Type
Policy
Standard
Service
Guideline

Services
Relevant for
Bids
Description / Key
Elements
Opportunity risk prescreening using the PSSO must be executed for all new opportunities exceeding the value threshold determined by the
Region (the global threshold is all deals >250k euro). Risk screening will be performed early in the opportunity management cycle, and just prior
to internal review and approval step of the bid
Reason for
Guideline
Opportunity risk prescreening provides clarity to SAPs risk exposure, ensures visibility to the risk profile of the deals we agree to, and enhances
the quality and integrity of new business. Opportunity risk prescreening is performed using the Pre-Screening for Services Opportunities (PSSO)
tool. The PSSO contains questions that when answered accurately help bid teams determine the level of risk (the risk profile) of a proposal we
will forward to a customer.
PtD Entry
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Risk Screening
Assessment
Assignment
Excecutive
Sponsorship (Local)
A PSSO is required for Fixed Price Projects > 250k 500k euro: or T&M > 250k 2M euro (includes Cloud, SFSF, Ariba)
Additional / Global
Information
Risk Management Offline Tool page.

Services Agreements
(PMI Indicators
Reporting)
Mary Lou Seigler

Content
APJ:
MEE: PSSO Concept for MEE
EMEA:
LA:
NA:
APJ: Jeff Roberts

MEE: Raik Bumann, Goeran Bergmann
EMEA: Wolfgang Koyro
LA: Gerardo Winocur
NA: Kevin Furlong
Internal
18
Assignment of the Role of the Quality Manager

Policy
Type
Quality Gates (Bid)
Standard
Service
Guideline
Relevant for

Services
PtD Entry
Description / Key
Elements
PtD Reporting
The Quality Manager is responsible for managing all quality management activities during the lifecycle of a project, from initiation to go-live/
support and in compliance with the requirements of SAP Project Management standards. The Quality Manager executes the QM Plan which
covers 4 components: Quality Planning, Quality Control, Quality Assurance and Quality Improvement.
Project Manager
Assignment
Management Reserve

Service/ Guideline
Top Watch Reporting
Risk Screening
Assessment

Assignment
Excecutive
Sponsorship (Local)

Services Agreements
Implement and manage a continuous improvement process with respect to quality

Ensure that the quality process is followed in a project right from the bid phase
Ensure SAP takes up projects which it can deliver with quality and maintain the stipulated margins
Convene and participate in Q gates organized against deliverables or project milestones as appropriate.
Ensure that the necessary processes and systems are in place for the preparation and filing of comprehensive records to satisfy project and
customer quality management requirements, as well as regulatory requirements
Support for Project Manager / Architect in planning of quality for delivery of solution
Advise to customer how to establish the required QM activities
The Quality Manager role has to be staffed in every project. In small and medium sized projects, the Quality Manager role may be taken over
by the Project Manager depending on Market Units / Regions
Additional / Global
Information

(PMI Indicators
Reporting)

QBI Homepage:
Global Quality Hub:
Quality & Risk Management:
ASAP 8 Quality Mgmt. Plan:

QBI
Portal Link
Portal Page
Quality Management Plan- Template

Content
APJ:
MEE:
EMEA:
LA:
NA:
SAP GD:
A Quality Manager must be assigned for each

measured project, starting already in bid phase
Quality Gates and Quality Management

MU Quality Manager
Internal
19
Executive Sponsor (Local) Appointed

Standard
Policy
Type
Service
Guideline
Quality Gates (Bid)
Relevant for
Description / Key
Elements
Primary responsibility of an SAP Management Sponsor is to maintain executive-client contact. The Sponsor ensures that the correct information
from SAP is reaching the executives in the customers organization. In addition the sponsor is an advisor for the SAP Project Manager.
Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project. Candidates
from Market Units who are eligible for the role of the SAP Management Sponsor are Managing Director, Field Service Director or CFO.

Services
PtD Entry
PtD Reporting
Project Manager
Assignment
Reason for
Guideline
Risk Screening
Assessment
Management Reserve
Top Watch Reporting
Establish and maintain top-level client relationships

Handling of major contractual matters
Assist SAP Project Manager in getting the project underway (planning, procedures, staffing, etc)
Support SAP Project Manager in identifying and solving major problems
Help the SAP Project Manager navigate the organizations political environment
Additional / Global
Information

Assignment
Excecutive
Sponsorship (Local)
Services Agreements

Content

(PMI Indicators
Reporting)
APJ:
MEE:
EMEA:
LA:
NA:
Internal
20
Standard Services Agreements

Quality Gates (Bid)
Type
Policy
Standard
Service
Guideline

Services
Relevant for
Globally harmonized Standard Service Agreements include standard Statement of Work templates (for time and materials and for fixed price
deals), as well as, an on-line Professional Services Agreement. The Statement of Work templates have an Exhibit 1 Project Definition and an
Exhibit 2 Change Order Procedure.
Project Manager
Assignment
Reason for
Guideline
SAP provides services to customers around the world and for some customers across sovereign borders SAP therefore requires globally
applicable standard legal terms and complete transparency in the contracting process.
Management Reserve
These templates are mandatory for all new Services contracts.
PtD Entry
Description / Key
Elements
PtD Reporting
Top Watch Reporting
Risk Screening
Assessment
Assignment
Additional / Global
Information
Excecutive
Sponsorship (Local)
Standard Services
Agreements
(PMI Indicators
Reporting)
Global Portal Simpler Contracts Faster @ SAP Services

Self-service Contract Templates Tool
Customer facing website SAP Agreements
Service-specific SOW scope statements and guidance (such as, for
Rapid Deployment Services and Quality Assurance Services) are
available on the Services Catalogue.
The Services Guide To Business & Commercial Terms and the
SOW Checklist support SOW creation.

Content
Agreements localized to a limited extent in order to comply with local

law. In some cases language translation is required.
NA Services Contracts Portal : North America Services Contracts
LA Services Contracts Portal: Latin America Services Contracts
Local SAP Legal & Contracts teams
Internal
21
Project Health Status (PMI Indicators Reporting)

Quality Gates (Bid)
Policy
Type
Standard
Service
Guideline

Services
Relevant for
Description / Key
Elements
Overall status in PtD is set based on project health indicators (PMI indicators)
Global standards and calculation rules were implemented to avoid inconsistencies in reporting across the portfolio (local/regional/global)
Automatic project overall health (status) calculation are based on key PMI indicators in PtD - SAP Margin, Cost Mgmt, Risk Mgmt, Time Mgmt,
Scope Mgmt, and Quality Mgmt.
PtD Entry
PtD Reporting
Project Manager
Assignment
Management Reserve
Top Watch Reporting
Risk Screening
Assessment
Assignment
Excecutive
Sponsorship (Local)
Objectives of Overall Status and PMI indicators - visibility and therefore priority to high risk engagements
Reason for
Guideline
Provide regions and market units regular visibility into the project portfolio
Show problem areas (PMI Areas) in the portfolio where the project health could be improved with more oversight and other processes (E.g.
Change Management)
All measured and non-measured projects (Source = PtD T200 Report)
Powerpoint Analysis distributed monthly to regional contacts

Content
APJ:
MEE:
EMEA Core:
LA:
NA:
Yogesh Kavita

Services Agreement
(PMI Indicators
Reporting)
Additional / Global
Information
Internal
22

for Medium Risk Bids & Projects
GRC Risk Assessment for Trigger List Products
Relevant for All Bids

and Projects
GRC Risk Assessment

for Trigger List
Products
Policy
Standard
Service
Guideline
Relevant for
Bids
Description / Key
Elements
The objective of the Global Trigger List process is to identify the products that present implementation challenges to our clients and provide the
proper amount of risk rigor for these solutions. This identifies products which have consistently problems in implementation or pose potential risks
and are classified based on the risk assessment into A & B list. Additional GRC reviews are recommended for A and B list products.
Level A: Products have been consistently challenging to implement based on multiple projects and escalations. These products will have the
highest level of GRC scrutiny.
Level B: Products have been challenging to implement and require additional knowledge and scrutiny.
Max Attention, Active

Embedded Positioning
Assignment of Delivery
Executives for all
Strategic Accounts
Type
Excecutive
Sponsorship (Regional)
Quantitative criteria for Trigger List are based on "red" escalation data reported from AGS helping in giving attention where it is needed
Qualitative criteria include :
Review of the top risky projects as reported by GRC,
Relying on the input from colleagues involved with ramp-up of a product, and
Other internal reports and discussions held within the other organizations represented on the committee
These criteria above helps SAP Identify and classify Products & Solutions which require special attention and risk mitigation strategies to be
out in place via the Trigger List.
Legal Services for

Medium Risk and
Complex Services
Deals
Reason for
Guideline
Mandatory Risk Assessment for products in A List

GRC Policy / Threshold: GRC Threshold for Products (Section 3.3.2.2, Page 19)
Additional / Global
Information
Global Product Trigger List: Trigger List

Trigger List Policy:
Trigger List Policy
Risk Advisory Service:
SPM Service Catalog
Risk Advisory Service for Implementations (CRM# 50109431)
Service Content Owner: Alexandra Throm

Content
APJ:
MEE:
EMEA:
LA:
NA:
APJ:
MEE:
EMEA Core:
LA:
NA:
Service Owner: Atsushi Taniguchi, GRC: Rajesh Musaliyath

GRC: Wolfgang Schanz
Service Owner: Henrik Wilken, GRC: Ruediger Bolt
Service Owner: Marino Rodrigues, GRC: Robert Tizio
Sales/Delivery Contact: Norma Johnson, GRC: Robert Tizio
Internal
24
Max Attention, Active Embedded Positioning
+
GRC Risk Assessment
for Trigger List
Products
Executives for all
Strategic Accounts
Excecutive
Legal Services for
Medium Risk and
Complex Services
Deals
Type
Relevant for
Description / Key
Elements
Policy
Standard
Built into All Bids and

Projects
Service
Guideline
Bids and Projects in Delivery (including Run phase)
SAP ActiveEmbedded proactively integrates an SAP support team into a customers different operation units with different roles to deliver all
software and software related services. SAP MaxAttention provides advanced engineering services that can be tailored to individual customer
needs. It can support all stages of the SAP solution life cycle, from implementation to ongoing operations, and upgrades.
SAP Active Embedded

Enhanced support partnership for optimization of solutions and accelerating adoption of game changing technology
Provides enhanced support partnership for optimization of solutions and accelerating adoption of innovations in non-disruptive way
Mitigates risk by verifying integration while maintaining business continuity, and enables the solution to perform optimally in a maintainable and
scalable environment
SAP MaxAttention
Strategic support partnership for continuous business improvements and co-innovation in a safe manner
Includes all the services from SAP Active Embedded plus specialized solution architecture, engineering expertise, strategic guidance and
Service/ Guideline
execution support
A comprehensive governance model with quarterly balance scorecard engagement tracking and:
Executive sponsor from SAP AGS responsible for the overall success of the engagement
Engineering Architect responsible for establishing a collaborative and customized strategy for delivery
Multiple technical quality managers that includes a lead Technical Quality Manager providing day to day oversight of the execution
of the MaxAttention strategy, along with additional Technical Quality Managers who provide specialized expertise during the
engagement
SAP MaxAttention and SAP ActiveEmbedded should be positioned for projects containing solutions in the AGS Product Trigger List
Additional / Global
Information
SAP Max Attention:

SAP Active Embedded:
AGS Trigger List:
SAP Max Attention Portal Page

Active Embedded Portal Page,
Active Embedded Service Marketplace
AGS Product Trigger List
Maintenance Go to Market: Guenter Seehorsch

Active Global Support: Greg Pike

Content
APJ:
MEE:
EMEA:
LA:
NA:
APJ:
MEE:
EMEA:
LA:
NA:
Internal
25
Assignment of Delivery Executive for all Strategic Accounts (Global and Regional)
+
GRC Risk Assessment
for Trigger List
Products
Standard
Service
Guideline
Relevant for
Description / Key
Elements
(Senior) Delivery Executives are senior leaders and focus on transformational program management and at many times more than one program
at a major client, which requires the combination of deep subject matter and/or industry expertise in project and program management. A (Senior)
Delivery Executive typically manages:
Very large and complex international programs
Recovery of troubled programs and high impact escalations with the aim of zero escalation
Management of large strategic bids for SAP or our partner alliance
Co-management of delivery and sales
Act as trusted advisor to C level at strategic accounts.
Reason for
Guideline
As a crucial part of SAP's total solution delivery strategy, SAP Field Services focuses on the overall success of customers' SAP solutions. For
Delivery Executives typical areas of responsibility are:
Assists in formulating Technology Strategy in line with Business Strategy
Assists in identifying customer opportunities and developing associated business cases
Significantly increases project success probability
Analyze deteriorating programs and recommending actions for recovery
Optimize TCI (Total Cost of Implementation)
Optimize TCO (Total Cost of Ownership)
Ensures alignment of project objectives to business goals
Provides experienced perspective viewpoint

Executives for all
Strategic Accounts
Policy
Type

Projects
Excecutive
Legal Services for
Medium Risk and
Complex Services
Deals
Additional / Global
Information
Strategic Global Programs and Top Regional Accounts
Global Job Profile - (Senior) Delivery Executive (f/m)
APJ:
MEE:
EMEA:
LA:
NA:

Content
APJ:
MEE:
EMEA:
LA:
NA:
Brian Hanover
Gerardo Winocur
Kevin Furlong
Internal
26
Executive Sponsor (Regional) Appointed
+
GRC Risk Assessment
for Trigger List
Products
Type
Relevant for

Executives for all
Strategic Accounts
Description / Key
Elements
Excecutive
Legal Services for
Medium Risk and
Complex Services
Deals
Policy
Standard

Projects
Service
Guideline
from SAP is reaching the executives in the customers organization. In addition the sponsor is an advisor for the SAP Project Manager.
Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project.
Depending on the customer relationship and importance for the SAP Brand, a regional SAP Management Sponsor should be nominated. This
can be for example the Regional Services SVP.
Reason for
Guideline

Provide/align with project sponsorship for strategic vision and value realization
Handling of major contractual matters
Support SAP Project Manager in identifying and solving major problems
Help the SAP Project Manager navigate the organizations political environment
Additional / Global
Information

Content
APJ:
MEE:
EMEA:
LA:
NA:
APJ:
MEE:
EMEA:
LA:
NA:
Internal
27
Legal Services for Medium Risk and Complex Services Deals
GRC Risk Assessment

for Trigger List
Products
Type
Standard
Service
Guideline
Description / Key
Elements
Contract content and legal feasibility reviews focus on framework agreements, contracts and proposals. Objective is to determine, check and
assess legal risks for SAP arising out of these contracts and to ensure compliance with statutory and SAP specific rules and guidelines.
The reviews are performed during the bid phase as part of the Offer2Contract Management process before sending out a legally binding contract.
In addition contractual trainings for the SAP delivery team (during the project preparation phase) about the important clauses of a signed contract
are offered.
Excecutive
Legal Services for
Medium Risk and
Complex Services
Deals
Policy
Relevant for

Executives for all
Strategic Accounts

Projects
Reason for
Establishing
Service/ Guideline
Legal assessment of contract contents prior to sending contract to customer

Quality review of signed contracts, statements of work (SoW).
Secure smooth hand over by facilitating hand over meetings between sales to delivery team
Contractual training for the SAP Delivery team to assure every team member knows the important clauses of the signed contract and
understands the consequences for the daily work of the entire project team.
Programs and projects with services revenue of 5m+ annually, but regional variations may apply.
Additional / Global
Information
Global Contract Management Services:

CMS Services
Global Contract Management Guidelines: GCMS Process and
Guidelines

Content
APJ:
MEE:
EMEA:
LA:
NA:
Commercialpedia (CMC)
EMEA Core Services DOA V 3.0
MEE: Contract Management Consulting (CMC)
NA Services Contracts
Internal
28

for High Risk Bids & Projects
Relevant for Medium

Bids and Projects
Legal Services for High

Risk and Complex
Services Deals
Type
Standard
Policy
Service
Guideline
Relevant for
Description / Key
Elements
Contract content and legal feasibility reviews focus on framework agreements, contracts and proposals. Objective is to determine, check and
assess legal risks for SAP arising out of these contracts and to ensure compliance with statutory and SAP specific rules and guidelines.
The reviews are performed during the bid phase as part of the Offer2Contract Management process before sending out a legally binding contract.
In addition contractual trainings for the SAP delivery team (during the project preparation phase) about the important clauses of a signed contract
are offered.
Project Launch
Services
Project Recovery and
Customer Cate
Excecutive
Sponsorship (Global)
Reason for
Establishing
Service/ Guideline
Legal assessment of contract contents prior to sending contract to customer

Quality review of signed contracts, statements of work (SoW).
Secure smooth hand over by facilitating hand over meetings between sales to delivery team
Contractual training for the SAP Delivery team to assure every team member knows the important clauses of the signed contract and
understands the consequences for the daily work of the entire project team.
Programs and projects with services revenue of 5m+ annually but regional variations may apply.
Additional / Global
Information
Global Contract Management Services:

CMS Services
Global Contract Management Guidelines: GCMS Process and
Guidelines

Content
APJ:
MEE:
EMEA:
LA:
NA:
Commercialpedia (CMC)
EMEA Core Services DOA V 3.0
MEE: Contract Management Consulting (CMC)
NA Services Contracts
Internal
30
Project Launch Services
+
Risk and Complex
Services Deals
Project Launch
Services
Customer Cate
Excecutive Sponsorship
(Global)
Policy
Type
Standard
Built into Medium Bids

and Projects
Service
Guideline
Relevant for
Description / Key
Elements
The Project Launch Services improve our delivery capability and reduce execution risk by increasing the use of SAP Project Management Best
Practices , ASAP and re-using our knowledge of executing projects across the global SAP Consulting portfolio. The Project Launch Service uses
these tools upfront in the project preparation phase to help the project manager give the project a great start.
Reason for
Establishing
Service/ Guideline
Goal: Jump Start project management standards, procedure and methodology

Supports Project Managers in establishing the project management plan, the project management procedures, standards and guidelines
Uses a consistent delivery model, scalable to individual project needs
Ensure that project is ready to work with the defined processes and accelerators in execution
Ensure that all project management deliverables are defined and necessary accelerators are in place and used correctly
Explicit request for the service by the project manager or sponsor
Defined as obligation during bid review and approval
Additional / Global
Information
APJ:
MEE:
Regional Variant and EMEA:
LA:
Content
NA:
Project Set up Service One Pager : PSS One Pager

Project Set up Service One Pager : PSS One Pager
For Brazil only: Project Start Up Service
Larni Malcolm
Fabian Kamm, Andreas Mermi
Pedro Aznar
Project Launch Service : Project Launch Portal Page
Kevin Furlong
Internal
31
Project Recovery & Customer Care Offerings
+
Risk and Complex
Services Deals
Policy
Type
Standard

and Projects
Service
Guideline
Relevant for
Projects in Delivery (including Run Phase)
Description / Key
Elements
The Project Recovery Service aims to get troubled Projects back on track by taking corrective steps / measures and by engaging experts in the
field of project management and solutions. The service aims to identify the key reasons for the failure of a project and take appropriate measures
to correct them.

Customer Care
(Global)
Reason for
Guideline
Protect SAPs brand and reputation

Regain customers trust and confidence in SAP, its products and services by getting projects back on track
Limit impact on costs and margin of a project
Significant deviation in terms of cost and/or schedule in a project

Explicit request by Project Manager / Delivery Manager/ Sponsor / Market Unit
Additional / Global
Information
Mario Scicluna

Content
APJ:
MEE:
EMEA :
LA:
NA:
Pulse Check Service:
Mona Gad
Cluster Quality Director, DPO EMEA Core and DACH

Carlos Afonso
Greg Beyer
Internal
32
Executive Sponsor (Global) Appointed
+
Risk and Complex
Services Deals
Relevant for

Customer Cate
Policy
Type
Description / Key
Elements
Standard

and Projects
Service
Guideline
from SAP is reaching the executives in the customers organization. In addition, the sponsor is an advisor for the SAP Project Manager.
Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project.
Depending on the customer relationship and importance for the SAP Brand, a global or regional SAP Management Sponsor should be assigned.
The board sponsor is the highest level of collaboration with the customer and designed to establish a strategic partnership with the customer
(Global)
Reason for
Guideline

Execute board-level responsibilities
Provide/align with project sponsorship for strategic vision and value realization
Final resolution of all escalated project issues and risks
Additional / Global
Information
SAP Board Sponsorship Program
APJ:
DACH:
EMEA Core:
LA:
NA:
Rainer Herkenrath

Content
Customer Office:
Prime Project and Program Governance Model
Internal
33
Thank you
Contact information:
Yogesh Kavita, Brett Farrell
Global Services Customer Office

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QualityManifesto Supplement RegionalVariances Process

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Global Services Customer Office

Risk and Quality Management Practices

Process to Document R&QM Practices Content as Appendix to Manifesto vx.x

Global Standards for Quality and Risk

SAP JAM SITE

Manifesto Version x.x

Initial Version provided by Services Quality

Note Regional Variations

Note Cloud Variations

Regional Links, Content

APPENDIX LAST VERSION

2014 SAP SE. All rights reserved.

Risk and Quality Management Practices

* Based on resource and budget availability

2014 SAP SE. All rights reserved.

Risk and Quality Management Practices

Risk and Quality Management Practices

Q-Gates (Measured Project)*

Project Manager Assignment*

Top Watch Reporting

Quality Manager (Role) Assignment*

Executive Sponsorship (Local)

Standard Services Agreements

Risk and Quality Management Practices

Relevant for ALL Bids and Projects:

Quality Assurance Services

Risk Screening Assessment (PSSO or GRC)*

Project Health Status (PMI Indicators Reporting)*

Relevant for MEDIUM Risk Bids and Projects:

Relevant for HIGH Risk Bids and Projects:

Risk and Quality Management Practices

Delivery Executive Assignment*

Executive Sponsorship (Regional)

Project Launch Services*

Project Recovery, Customer Care

Risk and Quality Management Practices

Legal Services for Medium Risk and Complex Service Deals

Executive Sponsorship (Global)

Risk and Quality Management Practices

Project Launch Services*

Project Recovery, Customer Care

Risk and Quality Management Practices

Executive Sponsorship (Global)

Policies, Standards, Guidelines and Services

Quality Gates (Bid)

Quality Gate (Project)

Reason for Establishing

Standard Contracts and

Quality Manager (Role)

Top Watch Reporting

Quality Gates (Bid)

Service / Guideline Info

Project Health Status

Responsible / Point of Contact

Yogesh Kavita (for Bid Q-Gate), Jan Musil (for ASAP)

Service / Guideline Info

Regional Variants and

2014 SAP SE. All rights reserved.

Responsible / Point of Contact

MEE DOA Portal,

NA Bid Council JAM Site

Quality Gates (Project)

Quality Gate (Project)

Reason for Establishing