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Process documentation Service Performance Analysis Locate the document in its SAP Library structure

Purpose

You can use this business process to analyze the operational performance of your service organization from the following perspectives:

·        Financial

·        Customer

·        Internal

·        Employee

This enables you get a balanced view of the current situation, taking into account the goals of your organization in each of these areas. The analyses described in this process for each of the above analytical perspectives are examples of the many different analyses of service performance that you can perform in BI with data extracted from your operational systems.

Process Flow

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       1.      System provides customer data (SAP CRM)

       2.      System provides internal process data (SAP CRM)

       3.      System provides HR data (SAP R/3 Enterprise)

The system provides employee data.

       4.      System provides profitability data (SAP R/3 Enterprise)

       5.      System updates service information (BI)

During scheduled data extraction from SAP CRM to BI, the system updates the above data in BI.

       6.      Monitor revenue and profit by customer (BI)

You analyze the revenue and profit generated by individual customers. You can use the following queries for this analysis:

¡        Profit per Sold-To Party (0CSRVMC05_Q0103)

¡        Variance Analysis per Sold-To Party (0CSRVMC05_Q0105)

       7.      Monitor open orders by installed base (BI)

You analyze the number of service orders that are in process per installed base, taking the priority of the order into account as a first step. This enables you to determine whether high-priority orders are being processed efficiently, giving an indication of how smoothly your internal processes are working.

You can use the query Open Orders by Priority (0CSRV_C01_Q0102) for this analysis.

       8.      Compare plan/actual revenue and costs (BI)

You compare planned and actual revenue and costs to determine whether you are meeting financial targets and whether your planning is accurate.

       9.      Monitor overtime rate (BI)

You monitor the workload of employees and determine whether you are accurately planning resources. You can use the query Overtime Rate (0PT_C01_Q0102) for this analysis.

For more information, see the SAP Library under Documentation ® mySAP Business Suite ® SAP Customer Relationship Mgmt. ® mySAP Customer Relationship Management ® Analytics ® CRM BI Content ® Service.

 

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