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Use of the Process Management Lifecycle (PML) in SAP

The PML methodology has been successfully used with some internal clients to analyze their processes and identify any gaps, model and document processes, and integrate existing processes into the overall SAP process landscape. One very important pilot covers the five main process areas within the Knowledge Management Competency Center (KMCC) organization. We talked to Marcus Dorfmeyer, the Project Manager, about his project and how the PML methodology is helping him to achieve his targets.

Here is what he told us:

Marcus, first explain to us what the responsibilities of your organization are. What are the reasons for the KMCC organization to use the PML methodology for the process improvement project?

The Knowledge Management Competency Center (KMCC) allows SAP to scale Knowledge Management best practices and to provide high value services to the global Sales Field. It allows other regions to quickly and cost-effectively use this infrastructure for value selling. As a part of its offerings, KMCC runs the Sales Advisory Service Helpdesk (SAS), which builds a single point of contact for Sales and Marketing teams to acquire information about competitors, customers, markets, products, services, support, and corporate information. The Helpdesk has been in service since April 2005 and has to be adjusted to the continuously changing and evolving field requirements. Now, we are using the PML methodology and ARIS Business Designer to analyze and identify areas of improvement in the SAS processes. We want to enhance these processes and have them aligned in order to allow more flexibility when meeting future business challenges.

What are the benefits of the PML methodology?

One of the key benefits we expect from using this methodology is to maximize transparency of what we do and how we do it through up-to-date process documentation. Our goal is to maximize workplace productivity by enabling faster and more efficient operation (“doing things better with smarter processes”). At the same time we are aiming to maximize cross-area collaboration and cooperation along process chains (avoid silo-thinking, foster process-thinking).

What do you want to accomplish with this project?

Mainly we want to realize our ideas for improvement and build a sustainable environment for operations. We want to have effective monitoring and build a communications structure with SAP IT to support the current and future business requirements. Having flexibility and agility within our processes is a priority. For us, the PML methodology is the best way of performing a process optimization project.

Which is the current status of this project?

At the moment, we are collaborating with the SAP Process Office to list our requirements for the Design phase.

Also, we are reaching out to IT to count on their support during the implementation phase. Once this is done, we would like IT (together with the SAP Process Office) to align with us to ensure the most efficient project implementation approach.

The PML methodology guides you through the four phases of Process Management: Analyze, Design, Implement and Run/Monitor. Easy to use, the methodology provides a step-by-step approach with practical advice on how to analyze and design processes, set performance indicators or continuously monitor a process. You can learn more about PML by listening to our info-session.

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