© 2013 HCL – Proprietary & Confidential Oracle Financials in EMEA – Day 1 Approaches and Experiences of Deploying Oracle Financials in EMEA
© 2013 HCL – Proprietary & Confidential
Oracle Financials in EMEA – Day 1
Approaches and Experiences of Deploying Oracle Financials in EMEA
2
Deployment Approaches
What have we learnt from deploying in EMEA?
Introductions and HCL
Appendices
The HCL Oracle Practice
3© 2013 HCL – Proprietary & Confidential
Your HCL AXON team Richard Turner – Senior Vice President 18+ years Oracle experience as an implementer, project manager, programme manager and practice head Global transformation experience, qualified Chartered Accountant ACMABusiness solutions covering CPG, Manufacturing, Supply Chain, Public Sector, Banking & Financial Services, Telco, High Tech and Aerospace & Defence including multi-vendor environments
Tim Puddefoot – Solution Director 23 Years experience architecting and delivering Oracle ERP based solutions. Aligned complex businesses around a common solution , delivering tangible P&L impacts Key clients include Reed, Reckitt Benckiser, GE, UPS, Toshiba, O2, Sega, Flowserve, Telinor
Terry Walton – Delivery Director 24 years Oracle experience architecting and delivering large global business transformation programmes Business solutions covering CPG, Manufacturing, Supply Chain, Public Sector, Banking & Financial Services,
Oil & Gas, Telco, High Tech and Aerospace & Defense including multi-vendor environments
Aravind Kashyap – Associate Vice President22 years experience of delivering and managing large customer engagements in Food, Beverage, Consumer Products and Retail The Coca-Cola Company, Dr Pepper Snapple, Land O’Lakes, Performance Food Group, Target Stores, Best Buy, Steelcase, McDonalds Corporation, and MillerCoors
Abhay Chaturvedi – Client Partner (Transitioning in)Several years of experience in managing customer relationshipsLast 7 years in managing HCL customers in Retail and CPG space within EuropeKey Clients currently being managed – IKEA, Dixons Retail, Tesco, Techdata, Debenhams
4© 2013 HCL – Proprietary & Confidential
HCL is recognised as a global leader…
$6.3
31
90,000
BILLION
COUNTRIES
EMPLOYEES
Global Presence Operations spanning 31 countries
Delivery Facilities USA, UK, Finland, Poland, Puerto Rico,
Brazil, China, Malaysia, Singapore, Australia, Czech and India
HCL Info. Systems
Hardware, System Integration, Networking Solutions
HCL Technologies
IT, Engineering and BPO Services Division
CustomApplications
Engineering and R&D
EnterpriseApplications
BPO
Infrastructure Services24.8%
20.8%
4.4%
31.3%
18.6%
Service Mix
High Tech & Manufacturing
Healthcare
Retail and Consumer
Telecom
Media and Entertainment
Energy-Utilities, Public Services
Financial Services
Others
28.4%
10.8%
8.0%
6.7%7.2%
6.4%
23.8%
8.6%
Vertical Mix
5© 2013 HCL – Proprietary & Confidential
Multi-tenant : SupportsMulti-service & clients
Scalable Multi-lingual CapabilityStandardized Delivery: Local Company with Global HCL standards
Follow the sun capability Culturally Diverse Proximity Advantage De Risks Security, Data Sensitivity and Regulatory Issues
With Global Reach To Make Delivery Ruggedized
THROUGH INDUSTRIALIZED GLOBAL DELIVERY
Note: Only delivery centers. Does not include sales offices.
…with Global reach and an industrialised delivery capability
6© 2013 HCL – Proprietary & Confidential
Sonoco - HCL Relationship SnapshotOracle Support
Desk (L1)
L1 Support Desk. Triage to next level for issues not resolved at first level
SPOC for all communication from Business users
Oracle Functional Support (L2)
Oracle DBA Support
Oracle Development
Oracle Data Conversion
Oracle Deployment
SOA Services
MDM Strategy Consulting
Ariba Development
Resolving Oracle issues not resolved at first level
Working with Oracle (Vendor) for bug fix and data fix
Problem Analysis, KEDB preparation for recurring issues to transfer to L1
Monitor Apps Database 24 Hrs | Monitor key Application Alerts and take action
Perform Code Migration. Troubleshooting Performance Issues
Oracle RICE – Bug Fix, Enhancement and Performance troubleshooting
Design Clarification to business users on RICE and Standard Reports
Load data to CONV/QA/PRD as part of the Deployment with Sonoco Supervision
Bug fix/Enhancement on Data Conversion RICE objects
Load data to CONV/QA/PRD as part of the Deployment with Sonoco Supervision
Bug fix/Enhancement on Data Conversion RICE objects
Agile PIP Implementation/Extension Process improvement / SOA Roadmap
SOA Development for Oracle EBS to Custom Apps integration
Setup MDM Governance for Customers
Review and recommend process improvements for an efficient MDM Governance
Develop Ariba forms
Review, recommend and assist in patching and process improvements
7© 2013 HCL – Proprietary & Confidential
Value Adds by HCL
• HCL worked very diligently with Sonoco IT / Business to enable a smooth transition of providing the Oracle Application support to Business
• Business users feels very comfortable working with HCL SupportEnabled Smooth Service Transition
• Eliminated the custom process for handling the ATO Reservationwith Standard Functionality. This improved the shipping process whichwas the bigger concern due to stuck reservation issue.
Custom Process Elimination
• Worked collaboratively with Sonoco to come up with an improved process for Change Control. Working currently to improve theChange Management Tool to improve further
Change Management Process
• HCL and Sonoco DBAs Worked collaboratively to improve the Concurrent Manager processing to fit the new plant ramp ups andadditional volume. (Automated Log file deletion, created multipleconcurrent Managers by business priority, etc.)
Concurrent Mgr. Process Improvement
• Improved Global Configuration for Deployment – Segregated someof the configurations to be done ahead in PRD before clone, whichhelped to save time of the Instance readiness for each deployment
• Recommended Product Family Forecasting to enable Sales orderConsumption instead of Planning Bill based Forecasting
Business Process improvement
8
Deployment Approaches
What have we learnt from deploying in EMEA?
The HCL Oracle Practice
Appendices
Introductions and HCL
9© 2013 HCL – Proprietary & Confidential
HCL’s Oracle capability
North America
1270
EMEA
400
Latin America
100ANZ
100
India
1170
APAC
210Consultants
Global Oracle Team
28 Specialisations and Accreditation in all areas relevant to Sonoco global rollout
40% of the team are either Chartered Accountants or hold master degree in business
Very senior, experienced EBS delivery team
A commitment from our entire GLOBAL leadership team to see Sonoco through to success
Oracle Consultants 3250+
Active customers 190 +
Countries 31
Offices 60
Global Delivery Centers 15
Practice Summary Oracle E-Business Suite
Siebel
JD Edwards
PeopleSoft
Hyperion/ OBIEE/ OBIA/ Technology
Demantra/ Primavera
10© 2013 HCL – Proprietary & Confidential
27% of Global revenues, FY08 10 years in the fastest growing region
$1005+ Mn Revenues, FY11 4,500+ Employees 25 locations in 13 countries 15 delivery centers 85% local
200+ Customers 12 vertical sectors $3+ billion client value delivered
50+ Partners Oracle Platinum Partner SAP Global Services Partner
HCL’s Presence in European Market
© 2013 HCL – Proprietary & Confidential11
Company
Client
Indu
stry
No.
of C
ount
ries i
n sc
ope
US Euro
pe
MEA
APA
C
Fina
nce
Oth
er F
uncti
ons
Stan
dard
ised
Tem
plat
e
Impl
emen
tatio
n
Rollo
ut
ASM
Inte
grati
on
Hi-Tech 29
Hi-Tech 4
Hi-Tech 4
Hi-Tech 6
Hi-Tech 4
Hi-Tech 5
Hi-Tech 10
Hi-Tech 10
Transportation 4
Pharma 5
Manufacturing 15
Manufacturing 6
Manufacturing 3
Manufacturing 5
Manufacturing 6
Manufacturing 13
Retail 5
Countries Function HCL Services in Scope Company
Client
Indu
stry
No.
of C
ount
ries
in
scop
e
US
Euro
pe
MEA
APA
C
Fina
nce
Oth
er F
uncti
ons
Stan
dard
ised
Te
mpl
ate
Impl
emen
tati
on
Rollo
ut
ASM
Inte
grati
on
MPE 45
Manufacturing 34
Life Sciences 80
Consumer 50
Consumer 17
Manufacturing 16
Consumer 55
Life Sciences 14
Manufacturing 60
Life Sciences 60
Manufacturing 12
Telecom 6
Manufacturing 80
Telco 20
Energy 12
Countries Function HCL Services in Scope
HCL has led a number of large scale ERP deployments globally and in Europe
12© 2013 HCL – Proprietary & Confidential
Client Deployment Requirements and our experience
1. Rapid delivery – Industry template, industrialised perpetual delivery approach
2. Deliver business outcomes – standardisation, highly rated by markets/users
3. Share in the risk - Take end-to-end accountability – skin in the game commercials
4. Roll out of a US template into Europe, aligned to local European market specifics
29 countries, 15 months
Reduced deployments by 9-months (15 % duration)
6% local variation, implemented European SSC for 16 countries
3% local variation, > $200m benefit. Audited as best project
Taken over mid-flight project, target pricing risk-share model
Including rapid deployment across Europe in 18 months
Global Template, Deployed to Regional SSC (Warsaw)
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What have we learnt from deploying in EMEA?
Appendices
Introductions and HCL
The HCL Oracle Practice
Deployment Approaches
14© 2013 HCL – Proprietary & Confidential
Our Deployment experience points to a number of key decisions before starting
What pace can we deploy the solution that balances business risk? How do we cluster Countries for the rollout? What is the end state vision that we can plan a programme on? How much change can the Organisation cope with? What is the scope of the standardised processes, data, enabling technology,
organisation structure and service delivery model? How do we ensure that the EMEA business continues successfully during the
deployments? Do we deploy Oracle and Shared Services as a separate or one integrated
programme? How appropriate is the existing applications template for Europe?
15© 2013 HCL – Proprietary & Confidential
Through our experience we have identified key levers enabling industrialised deployment and reduced costs
The position of these levers and the opportunity to set these to the right increases ability to reduce costs and accelerate global deployments
Lever Flexible requirements, phased Implementation
+ <--- Cost ------ - Template driven, Industrialised Roll out
Solution Repeatability
Allow each country its own solution, low standardisation
Template compliance, common processes, TLS* change only
Solution Stability
Continuous changes and high regression impacts
Very limited changes to the template during roll out
Deployment model
Local release & deployment teams, minimal central capacity
Centralised, offshore release and deployment, local task execution
Testing & Validation
Retest large portions of solution, low risk approach
Only test changes, risk based and time boxed
Change Management
Individual country change approach, high soft skills
Centrally driven focus on readiness, “mandated” adoption
Deliverable variations
Individual per country, multiple variations, many languages
Re-use each deliverable, no changes to foundation outputs
Integration Approach
Variable integration methods, point to point, each unit varies
Single integration layer, standardised interfaces, high re-use
* TLS – Tax, Legal, Statutory
+ Cost+Speed
16© 2013 HCL – Proprietary & Confidential
Release Plan – Suggestions For Discussion
Release 1• UK• Ireland
Release 3• Finland• Norway• Sweden
Release 4• France• Spain• Italy• Greece
• Belgium – although medium complex is in Release 2 because of location closeness, and cultural closeness (Benelux)
• Russia – Although complex is in Release 5 because of sub regional closeness (East Europe)
Release 5• Poland• Turkey• Russia• Estonia
Functional AssessmentGreen – Low ComplexityOrange – Medium ComplexityRed – High Complexity
Release 2• Belgium (HQ) • Netherlands• Luxembourg• Germany• Switzerland
17© 2013 HCL – Proprietary & Confidential
Our proposed plan to deliver the EMEA deployment
• More flexible go-live approach and plan
• 6 month localisation design and build for each release
• 7 months for Data and Business readiness prep in each release
• Fewer countries per go-live
• Single teams focussed on specific activities
Technical Go Live
Business Go Lives
18© 2013 HCL – Proprietary & Confidential
To further reduce the timescales would require moving the levers to the right
Lever Flexible requirements, phased Implementation
+ <--- Cost ------ - Template driven, Industrialised Roll out
Solution Repeatability
Allow each country its own solution, low standardisation
Template compliance, common processes, TLS* change only
Solution Stability
Continuous changes and high regression impacts
Very limited changes to the template during roll out
Deployment model
Local release & deployment teams, minimal central capacity
Centralised, offshore release and deployment, local task execution
Testing & Validation
Retest large portions of solution, low risk approach
Only test changes, risk based and time boxed
Change Management
Individual country change approach, high soft skills
Centrally driven focus on readiness, “mandated” adoption
Deliverable variations
Individual per country, multiple variations, many languages
Re-use each deliverable, no changes to foundation outputs
Integration Approach
Variable integration methods, point to point, each unit varies
Single integration layer, standardised interfaces, high re-use
* TLS – Tax, Legal, Statutory
+ Cost+Speed
19© 2013 HCL – Proprietary & Confidential
HCL’s Global Delivery model enables Industrialised delivery practices through highly skilled teams
Core Team DeploymentManagement
Fit Gap & Deployment
Team
Offshore COEIndustrial Strength
Delivery
BuildData
Test
Scope & Planning
Offshore CoE Delivery Local build extensions Testing Data Migration factory Development factory Training Materials Security extensions Environment Management
Offshore CoE Delivery Local build extensions Testing Data Migration factory Development factory Training Materials Security extensions Environment Management
Regional Deployment Teams Local fit/gap co-ordination, language Co-ordinate local deployment Data cleanup and local cutover Business readiness Hypercare
Regional Deployment Teams Local fit/gap co-ordination, language Co-ordinate local deployment Data cleanup and local cutover Business readiness Hypercare
Scope and Planning Template Adoption Plan ‘Big ticket’ items Data Quality Actions
Scope and Planning Template Adoption Plan ‘Big ticket’ items Data Quality Actions
Core Team Programme management Liaison with Global Template Design
Authority Build Management Central Deployment co-ordination &
Management
Core Team Programme management Liaison with Global Template Design
Authority Build Management Central Deployment co-ordination &
Management
20© 2013 HCL – Proprietary & Confidential
Oracle Template roll-out in EMEA – Critical Success Factors
Industrialise the delivery
Specialised teams covering each aspect of design to deployment Deployment toolkit with efficient delivery workflows – deskill deployment activities Small country teams – focussed on maximising adoption of standard template
Deliver at pace whilst minimising risk
Pilot deployment as extension to template build – stabilise before next roll-outs Perpetual deployment approach – with business go-lives every 2 months Early Engagement – take CR’s, data, interfaces and business change off critical path
Bring the business with us
Business governance and engagement - ensure business accountability for success Integrated deployment planning spanning IT and business readiness activities Benefits work stream to ensure accountability for and measure benefits realisation
21
What have we learnt from deploying in EMEA?
Appendices
Introductions and HCL
The HCL Oracle Practice
Deployment Approaches
© 2013 HCL – Proprietary & Confidential22
Example Localisation Considerations
RussiaUse of 3rd Party
Tools – such as 1CDocument
sequence numbers
Plan comptable général
Intra-stat,Data Protection Directive 95/46,3rd Party Products: Vertex, Sabrix
Greek law - Ependytikos Nomos (Assets), Desmeyseis
(Commitments)
EAS ~500 projects completed in Europe 40+ roll-outs of global templates
23© 2013 HCL – Proprietary & Confidential
Oracle E-Business Suite has been successfully implemented by companies in more than 150 countries worldwide. Within Oracle E-Business Suite, the following capabilities can be further adapted to meet local business practices as well as Tax, Legal and Statutory needs via localisation packs:
• Chart of accounts• Accounting rules• Financial reporting• Payment formats• Tax and withholding calculations• Tax reporting• Asset valuation and depreciation methods• Inventory valuation• Payroll• Workforce administration• Data privacy• Corporate governance• Local business practices
Sonoco ScopeUK, Ireland
Belgium (HQ), Netherlands, Luxembourg*, Germany, Switzerland
Finland, Norway, SwedenFrance, Spain, Italy, Estonia *
Poland, Turkey, Russia, Greece
Oracle Supports Deep Localisations ‘Out of the Box’
*No Oracle Localisation: HCL solution
24© 2013 HCL – Proprietary & Confidential
Our internal APSE portal contains a wealth a global delivery experiences and re-usable collateral for TLS (Tax, Legal & Statutory) that further builds on the Oracle localisations;
TLS
Country Specific details• Configuration considerations• 3rd Party Tools
• 1C, Sabrix, Vertex, D&B etc
HCL has a strong background and understanding of localisations:
25© 2013 HCL – Proprietary & Confidential
Keys Technical Steps• Evaluate prerequisites and impacts of Oracle Localisations packs on Oracle technology
stack to reduce future regression testing effort. (This is important as each layer in the stack may require software upgrades, patching or additional hardware)
• Install all of the relevant ‘in-scope’ countries Oracle localisation packs• Regression test the tech stack
Hardware Database Middleware Applications Full Stack
Localisations can impact the Full Stack, early analysis reduces cost and time during local country deployments
HCL recommendation for localisations:
26© 2013 HCL – Proprietary & Confidential
Applications
Keys European Country Deployment Steps• Coordinate and plan all activities with ‘Global Template’ Governance council • Extend ‘Template’ for local country items, e.g. Ledgers, Approval Hierarchies, Data
Migrations• Configure Oracle Localisations for TLS items. No technical impact, just applications• Deploy addition local RICE items e.g. Invoice Prints, Bank Integrations• Execute test & regression test cycles• Transition to next Release wave
Oracle Localisations HCL Local Knowledge
HCL recommendation for localisations:
27
What have we learnt from deploying in EMEA?
Appendices
Introductions and HCL
The HCL Oracle Practice
Deployment Approaches
28© 2013 HCL – Proprietary & Confidential
HCL’s streamlined approach to understanding Sonoco’s Global Template
Key aspects of our approach ASSeTTM method, tools and KPIs – 250+
transitions Knowledge Transition to minimise programme
impact Central HCL Leadership and Architecture roles
to drive KT, transition, planning and localisation Knowledge Transfer Approach:
– Program Overview – GDA & PMO– Review Global template documentation– Focussed sessions with template SMEs– Establish Sonoco Oracle Academy
Benefits of out transition / KT approach Minimise programme risk & impact Accelerate mobilisation for each deployment Reduced demand on Sonoco staff for KT Enhanced delivery approach & knowledge
assets
Sonoco Academy Approach
Some similar ERP Program Knowledge Transitions
29© 2013 HCL – Proprietary & Confidential
Example Oracle Transition Expertise from Other Vendors - Support and Deployment
Autodesk Transitioned from ACS Siebel Operations, DC Hosting/Ops
Transition: 210 daysDuration: 2006 ~ till date
Fonterra Incumbent Multiple vendors ADM 177+ applications and Bespoke
Transition: 90 daysDuration: 2005 ~ till date
Arvin Meritor Consolidated from Oracle ConsultingOracle Deployment, Rollout, Oracle ASM
Transition: 45 days (Phased)Duration: 2003 ~ till date
Extreme Networks Transitioned from: EDS Oracle ADM, Oracle ASM,DC Ops, N/W, Helpdesk
Transition: 90 daysDuration: 2009 ~ till date
Teradyne Transition from Multiple VendorsOracle ASM and ADM, Helpdesk, DC, Hosting
Transition: 120 daysDuration: 2006~ till date
Brocade Transitioned from Wipro ASM and ADM Oracle, Edge Apps
Transition: 45 daysDuration: 2008 ~ till date
Land O Lakes Transitioned from Multiple vendorsApps Support & ADM
Transition: 90 daysDuration: 20011 ~ till date
British Telecom Transitioned from Tech Mahindra 250+ COTS and Bespoke Applications
Transition: 90 daysDuration: 2007~ till date
VMware Transitioned from Oracle, AccentureOracle ASM, SOA, Web, BI and edge apps
Transition: 90daysDuration: 2011 ~ till date
UTI Transitioned from In-HouseOracle Deployment, Apps ASM and ADM
Transition: 90 daysDuration: 2008 ~ till date
TRW Transitioned from Satyam
ADM Oracle, MFG PRO, Custom Apps, DC Consolidation
Transition: 90 daysDuration: 2003 ~ till date
30© 2013 HCL – Proprietary & Confidential
Relevant Pricing Models
Risk & Complexity
Time & Materials
Clarity of Scope
Higher Supplier Risk Higher Customer Risk
Scope unclear
Scope clearly defined Fixed Price
Target Price
Outcomes Based
Managed Service
31© 2013 HCL – Proprietary & Confidential
Illustrative Target Pricing Model
Target Price Estimate
£1m
Target Price
Actual Price£0.9m
50% benefit-share(£50k)
Scenario 1:Actual cost is 90% of Target
HCL EAS fees
£0.95m
Scenario 2:Actual cost
is110% of Target
50% non-charged (£50k)
Actual Price£1.1m
HCL EAS fees
£1.05m
110%
100%
90%
32© 2013 HCL – Proprietary & Confidential
AN ORACLE CASE STUDY
Industry: Hi-Tech
Location :14-Locations.(Singapore, China, Malaysia, Hong Kong, Japan, United Kingdom, Czech Republic, Germany, France, Spain, Sweden, United Arab Emirates, Canada, Mexico
Service Areas: Global Rollout, Implementation.
Topology:Finance- (AP, FA, CM, GL), IP, PO, (11.5.10)
Sonus NetworksCLIENT
Sonus Networks Inc, providing network transformation through IP communications technology, is leading the evolution of communications networks to support the multi-media, multi-device demands of today’s digital lifestyle. Sonus solutions and services enable fixed, mobile and cable operators to gain network awareness and new multi-media capabilities essential to retaining and expanding their subscriber base, while reducing overall network operating costs
CHALLENGES / OBJECTIVES
Roles and responsibilities for the project:Sonus Networks has been using Oracle Applications since 2001. Sonus Networks has successfully rolled out Oracle Applications in India with India Localization. As part of the next phase Sonus Networks is rolling out Oracle Applications to 14 other countries across Asia, Europe and North America.Building road-map to Shared-Service model by standardization of business process and also meeting the needs for local regulatory or statutory requirement.
THE SOLUTION
Single Instance & Global Rollout to 14 locations across the globe.Implementation of Financials & Purchasing Modules across all the locations.Successfully carried out all rollouts and combined various instances into a single oneConceptualisation, design & development of the “Implementation & Rollout Toolkit” to rollout the solution to other countries Joint ownership & participation (HCL & Client) for smooth and effective Change ManagementStreamlined use of Reusable Components both in code and solution.Implemented Standard Global business process across unitsHCL followed the Phased roll-out approach for deployment with rigorous testing for complex countries.( GROWTH - HCLs Methodology)HCL did the Integration with Concur for Employee Expense report and Bank for Payment interfaceStandardization of data migration was carried by HCL to use by various units across countriesHCL used inbuilt application controls to meet the SoX requirement).
IMPLEMENTATION CHALLENGES:
•Continuous availability of Business team resources to support the Rollout project during Requirement Gathering and Testing phase was a major challenge faced by HCL.•Simultaneous project of Oracle Apps roll-out and setting up of Shared-service environment causes lack of ownership/direction amongst business team.•Change & People Management at each of the location pose major challenge as employee move out of the system
33© 2013 HCL – Proprietary & Confidential
33
CHALLENGES / OBJECTIVES
The client required a One Oracle Apps E-Business System worldwide, which involved technical upgrades to the latest EBS version, instance consolidation (Europe including France), and roll-outs for several other countries
Large volumes of data conversion from Legacy solutions (data spanned more than 8 years), and Global Roll-outs to be carried out for 29 locations in just 10 months
To carry out parallel implementation for Project Accounting Module in EBS
To develop the best support model for the Global Instance which would cover mission critical applications across multiple time zones
CLIENT
A leading global provider of simulation technology and services to a broad spectrum of industries like Aerospace, Shipbuilding, Automotive, Consumer Products, Bio-technology, Plastics, Machine Tools, Metal Forming, Computer & Electronics Manufacturers, and Universities; Headquartered in California, USA employs more than 1500 people in 29 countries
THE SOLUTION
Our relationship dates back 8 years with application support related jobs gradually growing into application upgrades and implementations. Services include:
Single Instance & Global Rollout to 29 countries Implementation - CRM modules ( IB &IC in 2002, SC ; OM, IB, AR,
AP, GL for Japan Upgrade - From 10.7 to 11.5.4 involving migration of the custom Lease Management application to
Oracle CRM Service; Upgrade and Conversion from 11.5.4 to 11.5.8 versions in US and Latin America; Database, iAS and Application Upgrade from 11.5.8 to 11.5.10; Migration to Oracle Application Table space Model. Application Maintenance & Support - Global Support covering multiple geographies including North America, EMEA and Asia Pacific; Application maintenance & support for 11.0.3 and 11.5.10.2 instances; Modules supported include: OM, IB, PO, INV, WIP, BOM, CM, AR, AP, GL, FA, HR, IC
RICE - Development of outbound interfaces for Oracle Application with Discoverer and Lotus Notes. (Discoverer is used to produce management reports and Lotus Notes is used by the sales & marketing team); Region specific reports for FIN & OM Modules; Conversions for OM,FIN,MFG & SC modules from 11.0.3 and Legacy system to 11.5.10; Workflow Enhancements for PO & OM account generator; Pricelist tool for automatic updating of prices from excel
Business Process Re-engineering: The client’s primary business includes selling software and providing maintenance & support services. The support & maintenance contracts for software was tracked in the order management module (i.e.) to sell a support service, an order used to be created. The client faced problems in tracking the various services offered and in renewing a service, which was not supported through order management. We suggested implementing the ‘Service Contracts’ module since the old BOM structures and install base tables were cleaned to reflect more accurately what customers were owed and what was shipped.
Business process re-engineering was undertaken prior to implementation of Service Contracts and the upgrade from 11.5.4 to 11.5.8; Rigid controls were put in place to monitor complex business processes in compliance with SOX requirements; Involved in redesigning business processes for order processing and revenue recognition; The client’s support team benefited from the ability to track what services their corresponding customers were entitled to.
MSC AN ORACLE CASE STUDY
Industry: Hi-tech
Service Areas: Implementation, Upgrade, Maintenance & Support; Global Rollout
Topology: Oracle Apps 11.0.3, 11.5.4, 11.5.8 & 11.5.10.2; Manufacturing, Financial, HRMS, OM & Distribution, and CRM Modules
34© 2013 HCL – Proprietary & Confidential
AN ORACLE CASE STUDY
Industry: Retail
Service Areas: Application Development, Implementation and Support; Application Help Desk; Application Documentation
Topology: Oracle Apps 11.5.6; RICE (Reports, Interfaces, Customizations, Extensions); Financial Modules (GL, AP, AR, FA, PO and CM).
A leading marketplace for all last minute services & transactions
CLIENT
The company is a marketplace for all last minute services and transactions; Established approximately 15,400 supplier relationships and over 9.6 million subscribers to its weekly newsletter, globally; Uses the Internet to match suppliers and consumers at short notice, working with a range of suppliers in the travel, entertainment and gift industries; Following the launch of its service in the UK, France, Germany, and Sweden in 1999, it successfully expanded its reach to Italy, Spain, Netherlands, Australia, Japan and South Africa.
CHALLENGES / OBJECTIVES
To ensure seamless knowledge transfer from not just the client’s IT team but also from onsite and offsite third party contractors
Gradually shifting IT operations from a tasked-based service to a Managed Service Model. It involved understanding each business process from a holistic angle and documenting this information
The client’s expansion strategy of “growth through acquisition meant frequent ramp up in IT operations
THE SOLUTION
We were engaged as an end-to-end application service provider and our services included:
Onsite Support (Helpdesk) for Oracle Financial modules (GL, AP, AR, FA, PO and CM).
Process improvement leading to changes in the application set-ups
Onsite Development & Maintenance of Reports, Interfaces and Java components
Documentation of business processes and Oracle application operations
With regards to Knowledge Transfer/Sharing, we adopted a systematic approach by appointing a dedicated program manager who organized rigorous knowledge sharing sessions, documenting each information component and at the same time tracking the various knowledge sharing processes
RESULTS / BENEFITS
Benefit to the ClientReduced cost in IT operations substantially by over 42%; Dramatic reduction in certain accounting and financial processes (book closure) from 2 weeks to just 2 days. This allowed various departments to collate information faster and make quick decisions
Our Value AdditionOur proven application implementation methodology through the Onsite / Offshore service delivery model; Multi-track, multi-technology expertise; Impressive program management skills with the capability to initiate, plan, control, execute, and close major IT management programs; Streamlined business processes and documented all instances