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l Mapley
Your business technologists. Powering progress | 01-03-2012 | P. Mapley Global SAP | References CS & EAM For internal use only

11-11-2011

Enterprise Asset Management and Customer Service

Introduction Business Issues

Markets
All Markets and Industries All customers who perform internal or external services (technical service, plant maintenance, fleet Management, clothing service, IT asset management)

Support in process optimisation in plant Optimisation of service processes by maintenance and technical service. use of optimal IT support Selection and implementation of software Quality increase in service by integration for the support of service processes of the service processes into the entire (usually SAP-based - SAP CRM Service, enterprise environment EAM, PM/CS Mobile Applications, SAP BI) Improvement of the service activities by an extended service controlling

Our Approach
The representation of the service processes in suitable IT systems (SAP CRM Service, PLM, EAM (PM/CS), MAM, SAP BI) takes place along the service processes of the customer and integrates into the entire environment (MM, FI, CO, SD, PS, HR). The implementation methodology being used is Value/Global SAP. Service Process Pilot Study: Development of the target processes and goals, deduction of the requirements to a service or maintenance system (pilot study). In the case of PM/CS-Tuning an extensive system and process check are conducted and a measure catalogue for optimization is developed. Service Process Draft Creation: Creation of a process oriented business blueprint with definition of the system settings, planning of the implementation project and of the necessary activities Service Process - Realisation: representation of the service processes in the system, implementation of necessary enhancements Service Process Support: application and system support over the entire life cycle

Clients

Partners
Special Expertise Partner PLM

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Enterprise Asset Mangement for Production lines

Business Challenges

##

global Harmonization of all Maintenance and related procurement processes (SCALE initiaitve) Realisation of a SAP R/3 PM/MM (Release 4.6C)Template for all 27 german Production plants Harmonisation of SAP MM spare parts management for all locations including SAP SRM integration minimization of unplanned breakdowns and repairs

Our Solution

Mit einem Absatzvolumen von 3,5 Milliarden Litern ist die Coca-Cola Erfrischungsgetrnke AG (CCE AG) mit Hauptsitz in Berlin das grte Getrnkeunternehmen in Deutschland. Sie ist als einziger nationaler Konzessionr fr die Abfllung und den Vertrieb von CocaCola Markenprodukten in Deutschland verantwortlich. An 70 Standorten beschftigt die CCE AG bundesweit rund 11.500 Mitarbeiter. Abgefllt werden die aktuell mehr als 60 Produkte von Coca-Cola Deutschland in 27 Produktionsbetrieben. Neben der Kernmarke Coca-Cola gehren unter anderem Coke Zero, CocaCola light, Fanta, Sprite, Bonaqa Tafelwasser, Mezzo Mix, Powerade Nestea, Minute Maid by Fruitopia, Lift Apfelschorle und Apollinaris zum Produktspektrum. Gegrndet wurde die CCE AG im September 1996. Die fr den ostdeutschen Markt zustndige Coca-Cola Erfrischungsgetrnke GmbH schloss sich mit drei sddeutschen Coca-Cola Konzessionren zusammen.

Realisation of technical asset structure for production- and bottling lines Implementation of PM-notifications and PM-orders for repairs, planned maintenance, investment/optimization and refurbishment of material implementation of diagnostic findings using catalogues and codes

The Results
conceptual design, harmonisation and realisation of SAP PM/MM with release 4.6C integration of SAP SRM catalogues for pocurement of spare parts and external services pilot implementation for production plant Frstenfeldbruck (Munich-Germany) within 8 months intense End-user training and Key-User Coaching go-live Support and 6 months trial run roll out to all other production plants planned

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Enterprise Asset Mangement PM-Tuning Analyse Optimisation of Processes

Rasselstein
A company of Thyssen Krupp Steel

Business Challenges

Optimisation & tuning of maintenance processes and structure implementation of management reporting and KPIs for plant maintenance reorgannisation of asset structure including asset- and repairhistory of the last 10 years (>500.000 orders/notifications)

Our Solution
Rasselstein's origins go back to the year 1760 - a company history of almost 250 years. Rasselstein was the name of an adjoining quarry in Neuwied and still stands for the only tinplate manufacturer in Germany. Rasselstein is a subsidiary of ThyssenKrupp Steel AG and is one of the three largest packaging steel producers in Europe. Rasselsteins 2,400 employees turn out about 1.5 million tons of packaging steel yearly from their Andernach production site, serving over 400 customers in 80 countries - with years of experience and great success.

PM-Tuning analysis and feasibility study reorganisation of PM-asset structure with BW/BI integration reorganisation of order- and notification-processing implementation of notification catalogues for weak point analysis with cost integration implementation of SAP PM-maintenance plans

The Results

text-mining of 50.000 notifications for a single production line in order to extract catalogue data (objects, defects, causes and tasks) reorganisation of interfaces between SAP and production integration and optimisation of maintenance procurement with SAP MM, MM-SRV and SRM presentation of analysis results with evaluated customer and process benefits and implementation plan

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Enterprise Asset Mangement for Fleet Management & Infrastructure

Business Challenges

Mlheimer VerkehrsGesellschaft mbH

Since 108 years MVG is a strong service partner for Mlheim City and runs busses, trains as well harbour facilities and a water power plant. Since 78 years MVG offers ship travels on the river Roer with our Weien Flotte. At the moment MVG runs 5 streetcars, 13 bus lines. During the night one stretcar, 5 bus lies and 10 taxi bus lines are in service. Our fleet traveled over 5.5 million kilometers in 2005. About 27.9 million people are using our services yearly. Our fleet workshop offers external services for the city owned and operated enterprises. Over 600 people are actually employed at MVG. | 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Optimization of Maintenance Services for the whole fleet and infrastructure harmonization of business processes Implementation of technical asset structure for fleet (busses, trains and ships) and infrastructure billing processes to third party customers

Our Solution
Implementation of SAP ERP PLM/EAM Realsiation of an interface for tank data acquisition Realisation of a complex logic for billing Implementation of refurbishment of materials Invest Management via SAP IM-Integration and CS-Orders Implementation of planned Maintenance for vehicules, assets and infrastructure

The Results

Conceptual design & realisation of SAP EAM PM/CS third party billing (flat-rate and on expenses) via CS/SD Integration Web based time and cause completion confirmation via WebDynpro technology End-User training and intense coaching of Key-Users Go-Live & Support

Enterprise Asset Mangement Turnaround Management Globale Initiative Process Fitness

Business Challenges

Globale Initiative Process Fitness Globale Harmonisation of all Business Processes Realisation of a global SAP ERP Template for: Refining & Manufacturing Marketing & Supply Customer Sales Delivery

Our Solution

BP is one of the world's largest energy companies, providing iis customers with fuel for transportation, energy for heat and light, retail services and petrochemicals products for everyday items. BP has been founded in 1909 by William Knox DArcy under the name AngloPersian Oil Company. In 2000 the Companys Name has been tunred into BP. BPs installations over the years are located in Europe, USA, Canada, Russia, South-America, Australia, Asia and parts of Africa. Actual BP is investing approx. 70% of its Capital OECD-Countries. About 40 % of the Asset Value is located in the USA, 25 % in Great Britain and Europe BP and its core Business Exploration and Production includes the so called Upstream-Activities: Exploration, Exploitation and Fderung and Midstream-Activities: Pipelines, Transport and Refining. BPs revenues in 2007 resulted into 288,9 billion US-Dollar.

Detailled ARIS-Process Design for SAP ERP PLM/EAM: Asset Management und Refinery Maintenance Implementation of enhanced SAP ERP PLM/EAM Realisation Interface between SAP and PRIMAVERA for: Routine Maintenance, Turnarounds und CapitalProjects

The Results

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Conceptual Design, Test-Planning via Mercury Quality Center and Test-Execution Interface Connection between SAP PM, PS and Primavera Enterprise 5.0 for Turanrounds, routine Maintenance and Capital (CAPEX) Projects Pilot Implementation for Raffinerie NEREFCO Rotterdam End-UserTrainig and Key-User Coaching Go-Live Support NEREFCO

Enterprise Asset Mangement

Business Challenges

Optimisation of the maintenance processes in the context of a TPM organisation using an IT system: - Avoidance of malfunctions by means of regular inspection and preventive maintenance - Reduction of repair times at malfunctions Improvement of material requirements planning and procurement processes Generation of analyses for PM-Controlling and weak spot analyses for continuous plant and process improvement

Our Solution
Lafarge Dachsysteme GmbH is represented in Germany at 18 locations und employs about 1750 people. Lafarge Roofing is the business unit for roof building materials of the Lafarge group. More than 200 production sites in 38 countries, about 12,100 employees on 4 continents as well as annual sales of 1.5 bn. EUR: Lafarge Roofing is the leading supplier of roofing solutions. Lafarge is World leader in building materials. With a workforce of 77,000 people in 75 countries. Its sales amounted to 14.6 bn. EUR in 2002. Lafarge holds top positions in all four divisions: Cement, aggregates & concrete, roof building materials and gypsum

Definition of maintenance processes and key figures Implementation SAP R/3 PM Notifications and confirmations via Intranet Implementation of planned and preventive maintenance Implementation of reporting requirements in PM-Cockpit Mobile solution for inventory control with barcode readers

The Results

Lean maintenance and procurement processes in SAP R/3 More planned maintenance, less malfunctions IT based maintenance controlling

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Customer Service

Business challenges

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Increase process efficiency for customer service and spare part management Improvement of complex Warehouse Management Support Field Service Implementation of in house repair processing Integration of the service departments in the worldwide system Detailled servicereporting

Solutions
Mitsubishi Electric Europe in Germany as part of Mitsubishi Electric develops and sells electric and electronic equipments including Software, and customer service. In 2005 Mitsubishi Electric Europe Germany recorded sales totalling 456 Mio with 470 people in the braches Air Conditioning, Automotive, Electronic Visual Systems, Industrial Automation, Mechatronics CNC, Mechatronics EDM, Photovoltaic und Semiconductor.

Design service processes and KPIs , Optimizing spare part management Replacement of a non integrated servicemanagement systems with SAP ERP CS, SD, WM Many customer enhancements for improving the service processes and the partreplacement business Integration Controlling and Finance Optimizing servicereporting with SAP BW

Benefits
Lean service and spare part processes with SAP ERP CS/WM Integration in finance and controlling Servicecontrolling with SAP BW

Enterprise Asset Management

Business Challenges
IT support for the maintenance workshops integrated in the companys systems Integration of production planning and maintenance planning Allowing for continuous controlling of maintenance processes

Our Solution

Braun GmbH is a leading global manufacturer of small electric appliances based in Kronberg, near Frankfurt am Main, Germany. Braun products are world-renowned for their design, quality and innovative ingenuity. In the year 2003, Braun recorded sales totalling US$ 1.18 bn. Braun employs 7.500 people around the world and is a member of the Gillette Company.

Implementation of PM integrated with CO, MM and APO Definition of maintenance relevant key figures as integral part of the PM implementation Linking the PDA system with R/3 PM and automated creation of notifications Implementation of PM-Cockpit as powerful, MS Access based controlling tool

The Results

Continuous support of maintenance planning and processing with R/3 PM and integration with the production process Comprehensive maintenance controlling with PM-Cockpit

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Operating complex projects

Business Challenges

IM
Invest-Programm .... I.350 Gasversorgung OE 35 Erneuerung Neubau

Complex business processes for operating Projects (Public Supply City of Hannover) Facility managment in distribution grid, big revisions / shut downs, IT-projects,...

Legende Zuordnung PM PS Zuordnung PS IM

Our Solution
Die Zuordnung zur I-PlanPosition erfolgt im PS fr alle PS-bezogenen Auftrge.

Plan-Budgets in IM-Planversionen

PS
R.M.05.007654.W R.M.05.007654.W

R.M.05.007654

R.M.05.007654.G

PSP-Elemente der untersten Stufe sind immer eindeutig entweder Investition oder Kosten.

R.M.05.007654.G

R.M.05.007654.G

R.M.05.007654.G.I1

R.M.05.007654.G.I2

Planwerte in PS-Planversion

Integrated solution for project management base on SAP PS / IM with statistic WBS elements. Annual planning (Costs and investments) with SAP PS/IM Integrated measure planning and budgeting with SAP PS / PM / CS Integration in FI, FI-AA, CO, SD Mapping reporting of all departments (key figures)

R.M.05.007654.G.K1

R.M.05.007654.G.K2

Auftrge mit Projektbezug mssen den entspr. PSPElementen zugeordnet werden.

PM
PM 99

PM 1 PM 2

PM 3 PM 4

PM 5 PM 6

PM 7

Budgetierung

The Results

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Standardized business processes through all departments Comprehensive and integrated approach High transparency and flexibility Approach bases for several customer solutions

Customer Service
Business Challenges

Process reorganisation and harmonisation of customerrelated business processes Integration of the processes into a consistent, SAPbased system landscape Optimal support for customer care through a consistent IT system

Our Solution

MEWA is one of the leading European suppliers in the textile rental service business. Mit Berufsund Schutzkleidung, Mehrweg-Putztchern, Fumatten, Waschraum-Service und Artikeln fr Arbeitsschutz und technischen Bedarf erwirtschaftet MEWA sales amounted to 317 m (2003). A workforce of 3,500 people work at 30 locations in Germany, Austria, Italy, Belgium, France, Spain, Switzerland, the Czech Republic und Slovakia.

Representation of customer data in R/3 PM/CS linked with SD Design of a complex transaction for linking of CS master data with SD contracts and orders Linking the systems via a complex interface landscape and a consistent portal user interface

The Results

Design of customer-related business processes Integrated representation of processes throughout the entire system landscape (R/3 CS/SD/MM, Siebel, Javabased operating control software, SAP BI) Representation of route planning with R/3 CS Support during rollout to subsidiaries

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Mobile Asset Management

Business Challenges

A Bosch Packaging Technology Company

Increase process efficiency for maintenance and repair Dispatching Workforce Management Providing Field technicians with up to date Order, customer and equipment information

Our Solution

Worldwide implementation of SAP Mobile Asset Management Mobile Engine 2.1 with Laptop Mobile data entry Development of a time report printing feature, time reports are printed and signed on site by the customer Automatic data synchronisation with SAP backend

The Results
Increased process efficiency Shorter equipment downtimes Quick return of investment Decrease of failure costs Increased cash flow and high reduction of invoice complaints

| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

Customer Complaint Coordination

Business Challenges

B. Braun is one of the worlds leading suppliers of healthcare products. The four divisions orient their products and services toward different medical fields: The Hospital Care Division supplies hospitals with infusion and injection solutions, as well as disposable medical products. The Aesculap Division focuses on products and services for all of the core processes in surgery. The OPM (Out Patient Market) Division supplies medical products outside of the hospital market, as well as for chronically ill and long-term care patients. The B. Braun Avitum Division combines the supply of medical products and services concerning extracorporeal blood treatment.
| 01-03-2012 | P. Mapley Global SAP | References CS & EAM

elimination of 23 different local data bases for complaint management elimination of manual information transfer via Lotus Notes and the data bases realisation of consistent data for global reporting direct access to SAP data usage of a validated environment

The Solution
SAP as the platform for a global customer complaint management system integration of the validated business processes of the SAP system landscape The SAP QM-Notification with some additional customer developed functionality can provide a basis to establish customer complaint process with a tight integration into the B. Braun ERP processes and the corporate system landscape

The Results

one worldwide system to for handling the customer complaints Online information integration about defects, causes and tasks