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Pranav Bhushan, Value EngineeringJune 5, 2008
Ut i l i t ies Indust ry
A Benchmarking Presentation
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1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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Enables continuousimprovement
Allows to target whatdoes and does not workwell
Allows to adopt bestpractices
Allows to put evidencebehind decisions
What is Benchm ark ing?
Before businesstransformation
During businesstransformation
After businesstransformation
What? When?
Build a Business Case
Assess value realization
Compare performance
Prove success
Why?
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ASUG/SAP Benc hm ark ing Designed t o get
Act ionable Resu l ts
Focused 360o Approach to Prob lem Ident i f i ca t i on and
Resolut ion
Strategic Service by ASUG and SAP, launched end of 2004 as aforum to exchange metrics and best practices
Additional industry partnerships include APICS, TPMA and SCL
Program covers 20 processes, with 2,000+ participants from over1,000 companies spread across North America, Latin America, AsiaPacific and Europe, who leverage the program to:
Build a business case for change
Compare performance to industry peers and betweenregions/divisions
Assess value realization, year-over year
Prove success
Survey participation is free of charge
Survey content relevant for business as well as IT audiences
Core surveys also available in Spanish and Portuguese (globalbenchmarking)
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The L ink Betw een KPIs , Best Prac t ic es and
Enabl ing Technology
What m ak es SAP Benchm arking Unique
KPI achievement is linked to best practice adherence to assess business process maturity
Results can be used to establish a technology roadmap to increase your business process maturity andrealize quantifiable business value
Large number of participants allows for a very robus t benchm ark ing com par ison , e.g.:
Industry peers
Companies running on SAP
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Benchm ark ing Met hodology and St udy
Del iverables
Company-Specific ReportDetailed, confidential report comparing yourperformance to peers
1
Intercompany/Global BenchmarkInter-divisional comparison to peers and eachother
2
Business Process Health-checkExecutive-level summary of findings acrossbusiness units and processes
3
Year-over-Year Analysis
Comparison of current performance to peerand past performance
4
Business Transformation StudyStudy on leading SAP customers who realizehigher value from SAP solutions
5
K ey
Performance
Ind ica tors
Best
Pract ice
Adopt ion
Gap to Q1 &
Average
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SAP Benc hm ark ing St udy Del iverables
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SAP Benc hm ark ing St udy Del iverablesThought Papers (Example)
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Avai lab le Benchm ark ing and Best Prac t ices
Surveys
Note: 1) SAP owned surveys
Cust om er Li fec yc l e Bes t Run ITCorporat e Serv ic es Supply Chain
NPDI
Customer Contact Centers
NEW: Sales Effectiveness
NEW: Order to Cash/Contract to Cash
Trade Promotion
Management1
Channel Management1
Total Cost of Ownership
(TCO)
Business Intelligence/Analytics
Centers of Excellence
Organizational Change
Management
NEW: Winning the ERPMarathon
Value Realization
AMR Terabyte Survey
Enterprise DataManagement
IT Strategy
Human Capital
Management
NEW: Talent Management
Finance
Financial Compliance
NEW:Enterprise Health Check
Under Development:Shared Services
Supply Chain Planning
Transportation
Management
Warehouse Management
SRM/ Procurement
Manufacturing
NEW: Retail Merch./Category Management
Enterprise AssetManagement
NEW: Business NetworkTransformation
Under Development:EH&S Compliance
Under Development: S&OP
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Survey Regis t rat ion and Complet ion
Key Stakeholders: Survey Participant Key Stakeholders: SAP
One-to-
On e
sess ion
Engagement Sponsor Business Process Owner(s) Process level IT Owners(s)
Engagement Sponsor VE Team Member(s) VE Business Process Expert(s)
Survey
Regis t rat ion
Data
Val idat ion
Analys is &
Report
Creat ion
Register andcomplete survey at:
http://www.sap.com/usa/solutions/benchmarking/index.epx orwww.asug.com
Validate dataprovided in the
survey
Assess KPI andBest Practice
Adoption Summarize key
business painpoints
Present findings toprocess owner(s)
1 Week Post -surveySubmiss ion
1-2 Weeks Post-data Val idat ion
http://www.sap.com/usa/solutions/benchmarking/index.epxhttp://www.sap.com/usa/solutions/benchmarking/index.epxhttp://www.sap.com/usa/solutions/benchmarking/index.epxhttp://www.sap.com/usa/solutions/benchmarking/index.epxhttp://www.sap.com/usa/solutions/benchmarking/index.epxhttp://www.sap.com/usa/solutions/benchmarking/index.epx8/3/2019 05 Pranav Bhushan Utility Industry
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Agenda
1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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Best -Run Corporat e Servic es: Analysis
Framework
Type MetricOverall Utilities
Average Q1 Average Q1
Effectiveness
Employees per HR FTE 101 195 77 107
% HR Staff allocated to Transactional Activities 40.5% 21.7% 39.3% 18.7%
Finance Cost as a % of Revenue 1.1% 0.2% 0.9% 0.4%
Days Sale Outstanding (Days) 48.6 23.8 49.7 29.2
Efficiency Error rate in bills sent out 2.9% 0.3% 2.1% 0.9%
Practices that Differentiate the Top Performers
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Human Capit a l Managem ent Sample Ins ights
Degree of Integration Reduces HR CostsHR Costs per Employee by Number of HR Applications
in addition to ERP system
Shared Services Reduces HR CostsHR Costs per Employee depending on Shared Services Adoption
Operating Incomeper Employee
+74%
HR Costs as %of Revenues
-29%Talent
Management
StrategicDecision
Support
Trans-actionalSupport
Average Top Performer
Right Pyramid Drives Employee Productivity
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Finance Sample Ins ights
Integration of Billing with Order EntrySystems Reduces Invoice Error Rates
Invoice Error Rate (in %)
Integration of G/L with DownstreamSystems Reduces Closing TimesAvg. Annual Closing Times (Days)
OperatingMargin +38%
FinanceCosts as %
of Revenues-30%
Planning/Expertise
Based
StrategicDecision
Support
Trans-actionalSupport
Average Top Performer
Right Pyramid Drives Employee Productivity
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1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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Best -Run Suppl ier Relat ionship Managem ent :
Analys is Framew ork
MetricOverall Utilities
Average Q1 Average Q1
% of spend managed strategically (Indirect) 35.8% 75% 38.5% 80.8%
% of spend managed strategically (Services) 36.5% 75.3% 41.9% 79.2%
Average Annual Savings in Indirect spend as a % of Total Spend 3.1% 17.1% 6.7% 16.4%
Average Annual Savings in Services spend as a % of Total Spend 2.8% 7.6% 3.2% 6%
PO Error Rate 11.8% 0.9% 9.2% 1.8%
Practices that Differentiate the Top Performers
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Best-Run Ent erpr ise Asset Management
Analys is Framew ork
Defining EAM Top Performing Organizations
Return on Assets: >20%
Annual Penalty Costs:
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Enterpr ise Asset Management - Sample
Ins ights
48%
70%
KPIs
Schedule attainment 87% 34%
Traveling
Planning & Scheduling
Reliability Functions
Repair & Preventive
Maintenance
Analyzing Readings
Troubleshooting
Looking for Materials
Reporting
High performershave a moreproductive
utilization of timeacross different
functions
Correlation between Maintenance 41% 13%Program and Compliance performance
% allocationof time in
maintenancefunction
Note: 1) Figures mentioned for Utilities Industry
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Enterpr ise Asset Management - Sample
Ins ights
Significant Differences in Performance Results on EAM KPIs Between Top Performingand Other Companies
Effectiveness:Return on Assets
Efficiency:Schedule Attainment
Strategy: MaintenanceApproach (Sum of ReliabilityCentered Maintenance andContinuous Improvement as% of Overall MaintenanceApproach)
All Other EAMOrganizations
Top PerformingEAM organizations
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1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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SAP Summit 08 / Page 21
Best-Run Cust omer Cont ac t Center
Management : Analysis Fram ew ork
MetricOverall Utilities
Average Q1 Average Q1
Interaction Center Cost per Interaction ($) 9.38 2.74 6 3
Interaction Center Average Queue Time (Sec.) 26 12 23 12
Interaction Center Call Handle Time (Sec.) 238 119 240 145
Interaction Center Post Call Work Time (Sec.) 90 16 105 30
Abandonment Rate (%) 3.4% 1.2% 3.7% 0.9%
Practices that Differentiate the Top Performers
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1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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Best -Run IT: Analysis Framew ork
Type MetricOverall Utilities
Average Q1 Average Q1
EfficiencySupport equivalent FTE per 100 Active Users 4.5 0.9 3.5 1.9
Support quivalent FTE per 100 Named Users 3.1 0.4 1.8 0.7
EffectivenessNumber of critical interfaces 60.1 2.8 43 8
Number of production instances 4 1 2.1 1
Best Practice Listing Gap
1 The COE/Support organization is as centralized as possible within the constraints of the business model 2
2 The level of input form the business into the design and implementation of the COE/Support Organization is high 1
3 We have regular, formal reviews of the COE/Support Organization design and services 0.8
Practices that Differentiate the Top Performers
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1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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SAP Summit 08 / Page 25
We dont want to just be better than ourcompetition. We want to be the best forestproduct company in the world and a globalleader among all industries. With the findings ofthe Benchmarking study, ASUG and SAP helpedus identify opportunities that enable that
vision.
Chris Van Liew, Director, IT Enterprise SystemsSAP Support, Weyerhaeuser
Since participating in the Benchmarking andBest Practices program we can compare applesto apples. We know what each business processcosts and we can go after technical
improvements to reduce the costs.
Mike Stoko, Assistant Director, SAP GlobalOperations and Value Capture, DuPont
Sample Par t ic ipant Test im onia ls
Great information, very well presented, and veryuseful explanations we will participate again
next year
SAP HR Support Supervisor,Marathon Oil
Very valuable information it is good to seewhere we stand with respect to other Best inClass companies, and to learn about potentialareas of improvement
Senior Manager, SAP Center of Excellence,
Canada Post
http://images.google.com/imgres?imgurl=http://www.x-cd.com/wepan06/Dupont.gif&imgrefurl=http://www.x-cd.com/wepan06/sponsors.html&h=293&w=748&sz=12&hl=en&start=2&um=1&tbnid=MDyWqGTe4LUj_M:&tbnh=55&tbnw=141&prev=/images?q=dupont&svnum=10&um=1&hl=en&rls=RNWN,RNWN:2006-47,RNWN:enhttp://images.google.com/imgres?imgurl=http://groups.engr.oregonstate.edu/SAE/Logos/weyerhaeuser%20logo.gif&imgrefurl=http://groups.engr.oregonstate.edu/SAE/sponsors.html&h=179&w=200&sz=8&hl=en&start=3&um=1&tbnid=jLIKgYrzOjY39M:&tbnh=93&tbnw=104&prev=/images?q=weyerhaeuser&svnum=10&um=1&hl=en&rls=RNWN,RNWN:2006-47,RNWN:en&sa=N8/3/2019 05 Pranav Bhushan Utility Industry
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SAP Summit 08 / Page 26
1. Benchmarking Program Overview
2. Corporate Services
3. Enterprise Asset Management4. Customer Contact Center Management
5. Best Run IT
6. Participant Testimonials
7. Appendix: Links to Surveys
Agenda
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SAP Summit 08 / Page 27
Links t o Surveys (1)
Area Survey Demo URL
CorporateServices
HCM Comprehensive https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=2AGQX2&lg=english&rk=973912
HCM https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=DP7WSQ&lg=english&rk=791296
Talent Management https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=U69DGN&lg=english&rk=215418
Finance Comprehensive https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=FSBEHS&lg=english&rk=810548
Finance https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=GB37M2&lg=english&rk=266747
Financial Compliance https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=Q7NFJH&lg=english&rk=567899
Enterprise Health Check https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=JAC6QW&lg=english&rk=790520
SupplyChain
SRM/ProcurementComprehensive
https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=ZUBWSK&lg=english&rk=536067
SRM/Procurement https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=B4Z3GU&lg=english&rk=704783
Supply Chain PlanningComprehensive
https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=R4CWC2&lg=english&rk=446653
Supply Chain Planning https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=3G8CAK&lg=english&rk=361218
Transportation Mgt. https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=ZRKEM8&lg=english&rk=920118
Warehouse Management https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=MAT52Z&lg=english&rk=333120
Manufacturing Compreh. https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=WDPMCX&lg=english&rk=451449
Manufacturing https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=SQPPX4&lg=english&rk=444498
NPDI https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=ZSNNN9&lg=english&rk=536709
Retail Merchandising https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=A5BRHN&lg=english&rk=328516
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SAP Summit 08 / Page 28
Links t o Surveys (2)
Area Survey Demo URL
CustomerLife Cycle
Order to Cash https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=K5DW3E&lg=english&rk=705234
Contract to Cash https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=9Z76SB&lg=english&rk=222560
Customer Contact Centers https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=7VXYFY&lg=english&rk=314685
Sales Effectiveness https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=WUB8EM&lg=english&rk=490272
Trade PromotionsManagement
https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=H9SR6B&lg=turkish&rk=324580
Food Services https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=6Y84UQ&lg=turkish&rk=759333
Channel Management https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=7BYDYS&lg=turkish&rk=430754
Best Run IT Business Intelligence https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=EE5Y3H&lg=english&rk=429224
TCO https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=FD32FA&lg=english&rk=434471
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SAP Summit 08 / Page 29
Ot her Impor tant L inks
1. ASUG registration page (all ASUG surveys):https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=N4J5ND&SRP1Q5=SAPPHIRE2008
2. Comprehensive registration page (all ASUG surveys + TPM, CHM and Food Services + Best Practicessurveys):https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=7UUCAD&SRP1Q5=SAPPHIRE2008
3. Access to Portuguese and Spanish registration pages: http://benchmarking.sap.com/Register/
4. Benchmarking Veki Access to Sample Reports:https://wiki.wdf.sap.corp/display/VEISGWiki/Benchmarking+Toolkit
https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=N4J5ND&SRP1Q5=SAPPHIRE2008https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=7UUCAD&SRP1Q5=SAPPHIRE2008http://benchmarking.sap.com/Register/https://wiki.wdf.sap.corp/display/VEISGWiki/Benchmarking+Toolkithttps://wiki.wdf.sap.corp/display/VEISGWiki/Benchmarking+Toolkithttp://benchmarking.sap.com/Register/https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=7UUCAD&SRP1Q5=SAPPHIRE2008https://www.benchmarking.sap.com/cgi-bin/qwebcorporate.dll?idx=N4J5ND&SRP1Q5=SAPPHIRE20088/3/2019 05 Pranav Bhushan Utility Industry
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Thank you!
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Copyr ight 2008 SAP AG
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