apply design thinking to enable digital business transformation with sap intelligent business...

Apply Design Thinking to enable

Digital Business Transformation with

SAP Intelligent Business Operations, powered by

HANA

Dr. Harsh Jegadeesan

Chief Product Owner

Intelligent Business Operations

SAP SE, Walldorf

@harshjegadeesan

Business Scenario

<Business Scenario Name>tagline

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Shipment tracking

fraud management

disease management customer connect

churn management

sortiment management

replenishment

loan disbursement

Big Process thinking leads to digital business

transformationBig processes are end-to-end processes

• Organizationally span across business departments, even business networks

• Technically span multiple business systems

• Generate large volumes of data at high velocity

• Supports digital transformation and determine business success.

Volume

Velocity

Variety

Value

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 5

Goal

Phase

Divergence

& Convergence

Mindset

Creating

Choices

Making

Choices

Creating

Choices

Making

Choices

Understand the Problem Space Create the Solution Space

Imagine the “ideal”

Apply Design Thinking to “Big Processes” enable Digital Business Transformation

Output


Overview:

Design Thinking approach for Business Scenario Development

Phases

Activities 1. Identify Business

Scenario

2. Define Business

Scenario Canvas

1. Observe the process

flow

2. Interview People in

the process

3. Interview IT to

understand technical

landscape/

implementation

1. Create Process Map

2. Define Personas

3. Capture goals, KPIs, actions,

business

situations

4. Define IT architecture

1. Design click-through

prototype of business

scenario

1. Validate

prototype with

business

users

2. Pilot project

(optional)

1. Define project

plan

2. Conduct

realization

workshop with IT to

define data

acquisition,

interfaces etc.

Output Business Scenario

Canvas

Process Map

Personas

Business Scenario specification

IT Landscape (optional)

Business Scenario

Click-through

Prototype

Live

Implementation

Sign-offInterviews

Photos/

Videos



Scoping

Phases

Activities 1. Identify Business Scenario

2. Define Business Scenario

Canvas

Output Business Scenario

Canvas


Business Scenario Canvas<Business Scenario Name>

Vision

Process

People Pain Points Solutions

write a high-level vision …

describe the end-to-end process

• target group 1: describe

• target group 2: describe

• challenge 1

• challenge 2

abridged

Business Scenario Canvas: <Business Scenario Name>

Cost Structure/Drivers Return on Investment

Process

People Pain Points Solutions Technical SystemsVision


Design Thinking approach for Business Scenario Development360° Research

Phases

Activities 1. Observe the process flow

2. Interview People in the

process

3. Interview IT to understand

technical landscape and

implementation

Output Interviews

Photos/Videos



Synthesis and Ideation

Phases

Activities 1. Define Personas

2. Create Process Map

3. Capture goals, KPIs, actions, business situations

4. Define IT architecture

Output

Process Map

Personas

Business Scenario specification

IT Landscape (optional)


Business Scenariocapturing the various facets of the Big Process

end-to-end big processis running across SAP and non-SAP

systems and represents the actual

execution view of the process

process metrics

and KPIs

phases and milestonescapture the value-stream as business

users understand the process in a simple

linear model

goal

business

situationsactions tasks &

checklists

status

classification

cycle time, duration measures

and KPIs, notifications on risky

or violated KPIs

the goal defines the

business outcome

business situations

are threats or

opportunities in

operations

drill-down to

backend systems to

take appropriate

actions

collaborative

problem solving with

tasks and checklists

process status

determination to

cluster and act

Process participants, operational managers,

line-of-business users

Julia Bolt

Operations ManagerA direct report of a head of operations and is responsible to manage and

support a particular business process. Works with her colleague (and sister) Julia.- is interested in important business situations and needs alerts on these events

- needs end-to-end real-time visibility in order to react proactively (tasks, phone calls...)

- is responsible and accountable to track and meet KPIs and SLAs

Goals- Ensure all SLAs are met and there are no escalations

- Manage process performance

- Collaborate with colleagues and team to solve operational problems

- Clear visibility in Processes and Operations

- Manage operations across multiple devices – control tower monitors, PC or iPad

- Pro-actively solve problems before they become escalations

- Identify process weak spots and bottlenecks and optimize operations

Background- Single. Eager to do well at her job because she hopes for promotion soon. She has a

spotless apartment and good hygiene about separating work from home so that she

can enjoy her evenings out with friends (often) with a clear conscience. But as soon as

she’s in the tube on the way to work she checks her tablet to be prepared.

Hates - leaving work with chaos on her desk

-Canceling evenings out to cope with

emergencies at work

-Other people stealing her credit

Loves- Spotting and dealing with problems before

they occur

- Improving processes.

- New challenges.


Business Scenario Specification structured ideation by capturing all facets of a business scenario



Prototyping

Phases

Activities

Output

1. Design click-through prototype of

business scenario

Business Scenario

Click-through

Prototype

Omni-Channel Order Fulfillment Intelligence:

Click through Prototype- The following slides help you to create a click through prototype of your business scenario

- The slides are editable

Julia BoltJob Title / Role: Operations Manager/Process Operator

A direct report of a Process Owner and is responsible to manage and

support a particular business process. Works with her colleague (and sister) Julia.

• is interested in important business situations and needs alerts on these events

• needs end-to-end real-time visibility in order to react proactively (tasks, phone calls...)

• is responsible and accountable to track and meet KPIs and SLAs

Hates

• Leaving work with chaos on her desk

• Canceling evenings out to cope with

emergencies at work

• Other people stealing her credit

Loves

• Spotting and dealing with problems before

they occur

• Improving processes.

• New challenges.Background

• Single. Eager to do well at her job because she hopes for promotion

soon. She has a spotless apartment and good hygiene about

separating work from home so that she can enjoy her evenings out

with friends (often) with a clear conscience. But as soon as she’s in

the tube on the way to work she checks her tablet to be prepared.

Goal

• clear visibility in processes and operations

• ensure all SLAs are met and there are no escalations

• pro-actively solve problems before they become escalations

• manage process performance

• identify process weak spots and bottlenecks and optimize

operations

• collaborate with colleagues and team to solve operational problems

• manage operations across multiple devices – control tower

monitors, PC or iPad

SPACE.ME

My Workbox

25

Omni Channel O2C

39 Critical

95

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM

Open Orders by Phases

SALES ORDER CREATION WAREHOUSE DELIVERY

Completed on TimeQ3, 2014

Cycle TimeQ3, 2014

% Completed on TimeQ3, 2014

Shipments, Change 110 % Shipments, Change 10 % Days, Change 30 %


95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %

Overall Approval Cycle

TimeQ3, 2014

113

Loss in RevenueQ3, 2014

Euros

550 K

Completed on Violation Q3, 2014

PAYMENT

19

Total Orders Total Orders Total Orders 31 24 18 Total Orders 22

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

Julia Bolt


Filter

Search

Order No

Company Code

Mode

Warehouse

Tracking No

3PL

OK

Customer

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

Julia Bolt


Category

Search

All

OK

Platinum

Gold

Omni Channel O2C

Create Task

Search

Open Orders

2:27:52 PM



Total Orders Total Orders Total Orders


Cycle TimeQ3, 2014




12 10 03

Days, Target 30

TasksQ3, 2014

Overdue 4

8 15%10

Filtered by Category (Gold)

Days, Change 10 %


TimeQ3, 2014

93


Euros

350 K


PAYMENT

Total Orders 04

1

16

10

03

29

Julia Bolt

Omni Channel O2C

Create Task

Open Orders

39

25

31

2:27:52 PM





Cycle TimeQ3, 2014




95 31 24 18

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

Total Orders 22

19

Search in Orders

9

Julia Bolt

Search results

No filters selected

Search

OPTION 2

Status Order number Customer Type Customer No Warehouse Processor

90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

Tarun

90000202

90000203

90000204

90000205

90000206

90000207

90000208

90000209

90000210

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

New

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Category

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum90000211 CM1478779

Create Task

Julia Bolt

Omni Channel O2C

Create Task

Open Orders

39

25

31

2:27:52 PM





Cycle TimeQ3, 2014




95 31 24 18

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

Total Orders 22

19

Search

Julia Bolt

Open orders

Filtered by Status (on track) and Phase (New Order)

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

90000202

90000204

90000205

90000206

90000207

90000208

90000209

90000210

Category

Search

CM147877990000203

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

Create Task

Julia Bolt

Open orders


Search

Create Task

ATTRIBUTES

Good Progress

Status

Sub-Status

Company Code

Customer

Order No

ON TRACK

Julia Bolt

Open orders


Search

Create Task

ATTRIBUTES

MHIN

Status

Customer

Order No

Sub-Status

Company Code

MHADMHUK

ON TRACKGood Progress

MPKT

Status: ON TRACK

Sub Status: Good Progress

Orders: 8

Filter Navigate to Orders

Julia Bolt

Open orders

Filtered by Status (on track), Sub Status (Good Progress), Company Code (MPKT) and Phase (New Order)

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

90000202

90000204

90000205

90000206

90000207

90000208

90000209

90000210

Category

Search

CM147877990000203

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

Create Task

Julia Bolt

Instance number 90000203

Create Task

Reached Start of Payment on Jun 25, 2014, 5:30:00 AM which was planned to be reached on Jun 28, 2014 5:30:00 AM

Sales order

creationWarehouse PaymentDelivery

Track Progress

Complete Instance by Jul 6, 2014, 5:30:00 AM

Uncomfortably close to the target- Needs to complete in 3.6

Days

STATUS INFORMATION

Forecasted End Jul 6, 2014, 5:30:00 AM

Planned End Jul 7, 2014, 5:30:00 AM

Start Date Jul 4, 2014, 5:30:00 AM

Complete start of payment by June 28, 2014

Target for Payment

Enter task subject here

DETAILS

86.3%

TASKS

Julia Bolt

With 4 PhasesOption 1


Create Task

Sales order


Track Progress



Days

STATUS INFORMATION




DETAILS

86.3%

TASKS

Julia Bolt

Reached End of Delivery on Jun 23, 2014, 5:30:00 AM which was planned to be reached on Jun 22, 2014 5:30:00 AM

Complete end of delivery by June 22, 2014

Target for Delivery




Create Task

Sales order


Track Progress



Days

STATUS INFORMATION




DETAILS

86.3%

TASKS

Julia Bolt



Target for Delivery


Target for Delivery

Warehouse: This phase completed on time

Start Date: 18 June, 2014 11:31 AM

End Date: 23 June, 2014 11:31 AM

Actual : 5 days

Target : 8 days

Responsible: Kelly



Create Task

Sales order


Track Progress



Days

STATUS INFORMATION




DETAILS

86.3%

TASKS

Julia Bolt



Target for Delivery


Target for Delivery

Contact Card

Kelly ProtagonistSenior Deliverator

Mobile: 0132-76541234

Work: 0468-75312468

Email: [email protected]



Create Task

Track Progress



Days

STATUS INFORMATION




DETAILS

86.3%

TASKS

Julia Bolt

With 4 Phases

Status Phase Milestone End Time Planned End Actual Time

Sales Order Start Jul 4, 2014, 5:30:00 AMSales order creation

Sales Order

Sales Order End

Warehouse Warehouse Start

Delivery Delivery Start

Delivery End

Payment Payment Start

Warehouse End

Payment End

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

-

-

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

15 hrs

15 hrs

Target Time

11 hrs

05 hrs

-

- -

20 hrs

18 hrs

21 hrs

15 hrs

15 hrs 05 hrs

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

18 hrs

02 hrs

15 hrs

18 hrs

02 hrs

Option 1


Create Task

Reached Start of Payment on Jun 25, 2014, 5:30:00 AM which was planned to be reached on Jun 28, 2014 5:30:00 AM

Sales order

creationShippingWarehouse PaymentDelivery

Track Progress



Days

STATUS INFORMATION




Complete start of payment by June 28, 2014

Target for Payment


DETAILS

86.3%

TASKS

Julia Bolt

With Additional Shipping phase

Option 2


Create Task


Track Progress



Days

STATUS INFORMATION





Target for Delivery


DETAILS

86.3%

TASKS

Sales order

creationShipping Warehouse PaymentDelivery

Julia Bolt


Option 2


Create Task


Sales order


Track Progress



Days

STATUS INFORMATION





Target for Delivery


DETAILS

86.3%

Target for Delivery

Shipping: This phase completed on time

Start Date: 18 June, 2014 11:31 AM

End Date: 23 June, 2014 11:31 AM

Actual : 5 days

Target : 8 days

Responsible: Kelly

TASKS

Julia Bolt


Option 2


Create Task


Track Progress



Days

STATUS INFORMATION





Target for Delivery


DETAILS

86.3%

Target for Delivery

Contact Card

Kelly ProtagonistSenior DeliveratorMobile: 0132-76541234

Work: 0468-75312468

Email: [email protected]

TASKS

Sales order


Julia Bolt


Option 2




Days

STATUS INFORMATION




DETAILS

86.3%

TASKS

Track Progress

Status Phase Milestone End Time Planned End Actual Time

Sales Order Start Jul 4, 2014, 5:30:00 AMSales order creation

Sales Order

Sales Order End

Warehouse Warehouse Start

Delivery Delivery Start

Delivery End

Payment Payment Start

Warehouse End

Shipping Shipping Start

Shipping End

Payment End

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

-

-

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

15 hrs

15 hrs

Target Time

11 hrs

05 hrs

-

- -

20 hrs

18 hrs

21 hrs

15 hrs

15 hrs 05 hrs

15 hrs

Create Task

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

Jul 4, 2014, 5:30:00 AM

12 hrs

18 hrs

02 hrs

15 hrs

15 hrs

12 hrs

18 hrs

02 hrs

Julia Bolt


Option 2


Create Task

STATUS INFORMATION DETAILS TASKS

ParticipantsRelated Data

Order Number

Order Type

Description

Date

Status

Total Cost

ET67296449

Urgent

….

August 20, 2015

Released

252.523865

MOSESBEDS

Requester

EMANUELAH

Processor

Julia Bolt



Related Shipments

Tracking Number

Destination

Material Category

Category

Flight Number Arrival

Flight Number Departure

Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Create TaskAdd data

Julia Bolt



Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Add dataCreate Task

Julia Bolt

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

CancelSave



Create TaskAdd data

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Julia Bolt



Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Create TaskAdd data

Julia Bolt

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

CancelSave



Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Related Shipments

Tracking Number

Destination

Material Category

Category



Value

Volume

Weight

Lorum Ipsum

Walldorf

Material Category

Td

dfc342

jgt564

12345

0.3m

1.03 kg

Related Carrier

Type

ID

Start location

End location

Lorum Ipsum

12dtg

Bangalore

Walldorf

Create TaskAdd data

Julia Bolt


Create Task



Call Engineer

Investigate Incident

Julia Bolt


Create Task



Julia Bolt

Open shipments

Filtered by Status (on track), Sub Status (Good Progress), Company Code (MPKT) and Phase (New Order)

Search

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

90000202

90000203

90000204

90000205

90000206

90000207

90000208

90000209

90000210

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Category

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Create Task

Julia Bolt

Open shipments

No filters selected

Search

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

Tarun

90000202

90000203

90000204

90000205

90000206

90000207

90000208

90000209

90000210

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

New

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Category

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum90000211 CM1478779

Create Task

Export as CSV

Julia Bolt

Open shipments

No filters selected

Search

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

Tarun

90000202

90000203

90000204

90000205

90000206

90000207

90000208

90000209

90000210

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

New

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Category

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum90000211 CM1478779

Create Task

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Get Help

Log Out

Notification

About

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

Notification

OK Cancel

You can choose to receive notification via email for critical

business situations

Critical Business Situations Critical KPI Violations

Relocation

Procurement

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

New task for Oder Fulfillment

CancelCreate

*Subject

Description

Enter the goal of your task

Enter the task details. You can enter participants by prefixing their

IDs with the @ character.

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

New task for Oder Fulfillment

CancelCreate

*Subject

Description

Enter the task details. You can enter participants by prefixing their

IDs with the @ character.

New Task

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

9 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Task created

Julia Bolt

Tasks

Create Task

Status Priority Owner Creation date Modification date Due date

Open Tarun 12/03/2014 17/9/2014

Open Alan Rickayzen 12/03/2014 17/9/2014


Open


Open

Open

Alan Rickayzen

Alan Rickayzen

Alan Rickayzen

12/03/2014

12/03/2014

12/03/2014

17/9/2014

17/9/2014

17/9/2014

12/03/2014

Medium

Medium

Low

Medium

Medium

High

High

OPEN COMPLETED

Open Nivedita Ganjoo 12/03/2014High

Subject

New Task

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Julia Bolt

Edit

Long text description will be displayed here…Long text description will be displayed here………..Long text description

will be displayed here…… Long text description will be displayed here…Long text description will be displayed here..

Long text description will be displayed here…………..Long text description will be displayed here…Long text

description will be displayed here…….Long text description will be displayed here… Long text description will be

displayed here… Long text description will be displayed here…

Description

New Task

Jan 12,2015

Nivedita Ganjoo

Sara O’ [email protected]

George [email protected]

AJ

Alexandra [email protected]

Status In Progress

Priority High

Due date Jan 15, 2015

Complete

Sara O’ Connors: hello

Alexandra Jones: Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent venenatis euismod risus. Cras vel lacus eu

massa luctus lobortis. Nullam et nisi vitae nisi blandit faucibus. Maecenas ultricies risus non lectus placerat porttitor. Quisque nec

metus lorem. Sed lacinia auctor turpis, at hendrerit arcu. Duis vitae tempor lorem. Mauris tristique leo quis nisl placerat sodales.

Maecenas tristique, massa et lacinia pharetra, purus justo luctus est, sed interdum nibh dui ac odio. Nunc ut blandit ligula.

George Smith: Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent venenatis euismod risus.

Reply Nov 18,2014, 12:12:24 PM

AJ

Requests March 03 2013

Reply March 04 2013


massa luctus lobortis. Nullam et nisi vitae nisi blandit faucibus.



Rejection March 07 2013

AJ

Post something here…

Add participants

Julia Bolt

New Task

Long text description will be displayed here…Long text description will be displayed here………Long text description



description will be displayed here. Long text description will be displayed here Long text description will be displayed

here… Long text description will be displayed here…

Description

Subject

New Task Jan 12,2015

Nivedita Ganjoo

Status In Progress

Priority

Due date

Low

Jan 15,2015







Reply Nov 18,2014, 12:12:24 PM

AJ


Reply March 04 2013




AJ

To add comments exit edit mode

CancelSave



AJ


Add participants

Julia Bolt

Edit






Description

New Task

Jan 12,2015

Nivedita Ganjoo

Status In Progress

Priority High


Complete



AJ








Reply Nov 18,2014, 12:12:24 PM

AJ


Reply March 04 2013






AJ


Add participants

Julia Bolt

Reopen






Description

New Task

Jan 12,2015

Nivedita Ganjoo

Status In Progress

Priority High


Confirm



AJ








Reply Nov 18,2014, 12:12:24 PM

AJ


Reply March 04 2013






AJ


Add participants

Task Completed

Julia Bolt






Description

New Task

Jan 12,2015

Nivedita Ganjoo

Status Confirmed

Priority High


ReopenConfirm



AJ








Reply Nov 18,2014, 12:12:24 PM

AJ


Reply March 04 2013






AJ


Add participants

Task Confirmed

Julia Bolt

Tasks

Create Task


Open Tarun 12/03/2014 17/9/2014



Open


Open

Open

Alan Rickayzen

Alan Rickayzen

Alan Rickayzen

12/03/2014

12/03/2014

12/03/2014

17/9/2014

17/9/2014

17/9/2014

12/03/2014

Medium

Medium

Low

Medium

Medium

High

High

OPEN COMPLETED

Subject

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Task Subject

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

SubscribeCreate Task

Actual

Target

Silver Gold Platinum

0

5

10

15

20

25

30

35

Category SelectView by

Q3, 2014 20 DaysActual

30 DaysTarget

2

0

3020 %

Change

No filters selected

Cycle time

Julia Bolt


Actual

Target


0

5

10

15

20

25

30

35



30 DaysTarget

2

0

3020 %

Change

No filters selected

View by

Year

Quarter

Month

CW

Date

Date Range

Quarter

Period Selector

Cycle time

Julia Bolt


Actual

Target


0

5

10

15

20

25

30

35



30 DaysTarget

2

0

3020 %

Change

No filters selected

Quarter

View by

Q1

Q2

Q3

Q4

Cycle time

Julia Bolt


Actual

Target


0

5

10

15

20

25

30

35


Q2, Q3, 2014 34 DaysActual

40 DaysTarget

3

4

4022 %

Change

No filters selected

Cycle time

Julia Bolt

Cycle time

No filters selected

Search

OPTION 2


90000201 CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

CM1478779

MP

MP

MP

MP

Tarun

Tarun

Tarun

MP

Tarun

Tarun

Tarun

90000202

90000203

90000204

90000205

90000206

90000207

90000208

90000209

90000210

New

New

Existing

New

Existing

Existing

Existing

Existing

New

New

New

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Blr

Category

Gold

Gold

Gold

Gold

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum

Platinum90000211 CM1478779

Create Task

Julia Bolt


Actual

Target


0

5

10

15

20

25

30

35


Q2, Q3, 2014 34 DaysActual

40 DaysTarget

3

4

4022 %

Change

No filters selected

Cycle time

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


2

Business Situations in Message popover

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19



Days, Change 10 %


TimeQ3, 2014

Shipments, Change 110 %

1132

All 1 1

Gary Hayes is already overloaded…

System error

1

1

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


PAYMENT

19



Days, Change 10 %


TimeQ3, 2014

Shipments, Change 110 %

1132

Gary Hayes is already overloaded with 5

work orders.

Take action on this situation now

This has a risk of not meeting the deadline

to fix all the incidents. If possible, please

assign some work orders to another service

engineer


Link that directs user new tab(not sure of this possibility with this control,

checking on this)

With this control we cannot have action buttons like Complete

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Business Situations

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Business Situations Business Situations

Business Situations (2)

Gary Hayes is already overloaded with 5 work

orders.

Jan 12, 2015 11:21 am

James is already overloaded with 12 work

orders.

Jan 11, 2015 11:21 am

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Business Situations

Julia Bolt

Gary Hayes is already overloaded with 5 work orders.

This has a risk of not meeting the deadline to fix all the incidents. If

possible, please assign some work orders to another service

engineer

You can summarize your actions here…

Find new service engineer

CancelComplete

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Business Situations Business Situation completed

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


System Error

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


System Error

System Error (1)

You cannot access the attribute Metadata service

as the required artifacts have not been generated

Julia Bolt

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


System Error

Julia Bolt

Error

Diagnosis

OK

You cannot access the attribute Metadata service as the required

artifacts have not been generated

System Response

You cannot access the attribute Metadata service

Procedure

Contact your administration and request generation of the business

scenario S19194945

Omni Channel O2C

Create Task

Search

Open Orders

39

25

31

2:27:52 PM




Cycle TimeQ3, 2014




95

Days, Target 30

TasksQ3, 2014

Overdue 4

8 122 %20

No filters selected

Days, Change 10 %


TimeQ3, 2014

113


Euros

550 K


PAYMENT

19


Julia Bolt

SPACE.ME

My Workbox

25

Omni Channel O2C

39 Critical

95

Julia Bolt

My Workbox


Open Medium Alan Rickayzen 12/03/2014 17/9/2014

Open High Nitin Kumar 12/03/2014 17/9/2014




Open Low

Open Medium



High

Create Task

OPEN COMPLETED

Open High

Subject

Please notify this arrangement..




Please notify this


Please notify this

Please notify this



Julia Bolt

Notification Subject

Dismiss

Notification Description Created On Nov 21, 2104

Priority Low

Long text description will be displayed here…Long text description will be displayed here………..Long text description will be

displayed here…… Long text description will be displayed here…Long text description will be displayed here.. Long text

description will be displayed here…………..Long text description will be displayed here…Long text description will be

displayed here…….Long text description will be displayed here… Long text description will be displayed here… Long text

description will be displayed here…

Julia Bolt

My Workbox



Open High Nitin Kumar 12/03/2014 17/9/2014




Open Low

Open Medium



High

Create Task

OPEN COMPLETED

Subject





Please notify thisPlease notify this arrangement..

Please notify this

Please notify this



Notification Dismissed

Julia Bolt

SPACE.ME

My Workbox

25

Omni Channel O2C

39 Critical

95

Julia Bolt

Lukas GloverJob Title / Role: IT Operations

Lukas in part of the IT Operations team also called as the Basis team for legacy reasons.

Lukas maintains the landscape for the project, on boards users and takes care of

authorizations

Goal

• Create requests for the landscape (tenants/instances) on cloud or on premise

• Create authorization policy and setup users and authorizations

• Ensure that the system is running 24x7 without issues

• Coordinate with the SAP Cloud team to successfully achieve goals

SPACE.ME

Omni Channel O2C

39 Critical

95

Diagnosis Omni Channel O2C

Administration

2 workflows missing

Support Cockpit

Configuration incomplete

My Workbox

25

Scenarios

Lukas Glover

Diagnosis

Configurations

HRF

To enable users to work with tasks, SAP Operational Process Intelligence requires a service connection configured in HANA. To correct detected issues, use the automatic functionality on

the left or see the chapter "Setting Up Service Connection for Task Management" of the SAP Operational Process Intelligence Installation and Upgrade Guide.

HWF

To enable users to work with tasks, SAP Operational Process Intelligence requires a service connection configured in HANA. To correct detected issues, use the automatic functionality on the

left or see the chapter "Setting Up Service Connection for Task Management" of the SAP Operational Process Intelligence Installation and Upgrade Guide.

XS Admin Tool - SQL Connection Maintenance


Task Manager




Generate Time Data




SMTP Configurations

To enable e-mails to be sent, you have to maintain the XS SMTP Configuration. To correct detected issues, see the chapter "SMTP Configuration" of the SAP Operational Process Intelligence

Installation and Upgrade Guide.


Lukas Glover

Diagnosis

SMTP Configuration

To enable e-mails to be sent, you have to maintain the XS SMTP Configuration. To correct detected issues, see the chapter "SMTP Configuration" of the SAP Operational Process Intelligence

Installation and Upgrade Guide.


SMTP configuration not maintained Maintain SMTP configuration using the XS Admin tool, which can be accessed using the link above

No sender address maintained Maintain SMTP configuration using the XS Admin tool, which can be accessed using the link above

Jobs

Correlation

To correlate events into data that can be used by SAP Operational Process Intelligence, you have to schedule a job. To correct detected issues, use the automatic functionality on the left or

see the chapter "Scheduling the Correlation Job" of the SAP Operational Process Intelligence Installation and Upgrade Guide.

XS Job Dashboard - Correlation Job Details

Notification

To trigger notifications whenever indicators reach critical values, you have to schedule a job. To correct detected issues, use the automatic functionality on the left or see the chapter

"Scheduling the Notification Job" of the SAP Operational Process Intelligence Installation and Upgrade Guide.

XS Job Dashboard - Notification Job Details

Detected issues Recommended Actions

SMTP configuration not maintained Maintain SMTP configuration using the XS Admin tool, which can be accessed using the link above

No sender address maintained Maintain SMTP configuration using the XS Admin tool, which can be accessed using the link above

Detected issues Recommended Actions

Email

If you want a e-mail to be sent to subscribed users whenever a task is assigned to them, you have to schedule a job.

Lukas Glover

SPACE.ME

Diagnosis

2 workflows missing

Support Cockpit

Configuration incomplete

Scenarios

Omni Channel O2C

39 Critical

95

My Workbox

25

Omni Channel O2C

Administration

Lukas Glover

Infuse intelligence into

operational processes

Orchestrate and Integrate

end-to-end processes

Document and share end-to-

end processes and achieve

IT-Business alignment

Key Takeaways

SAP Intelligent Business Operations, powered by HANA

Subscribe to our YouTube playlist

Join our JAM site

Visit our SCN page

Read our whitepaper

http://www.sap.com/bin/sapcom/en_us/downloadasset.2013-12-dec-20-15.intelligent-business-operations-with-sap-hana-pdf.bypassReg.html


https://www.youtube.com/playlist?list=PLWV533hWWvDkKHhDlAk7FtxT9EP-1V5_c

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https://jam4.sapjam.com/groups/about_page/3saSgg7scwzGTJmGifVx6k

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http://scn.sap.com/community/operational-process-intelligence


© 2015 SAP SE or an SAP affiliate company. All rights reserved.

Thank you

Contact information:

Dr. Harsh Jegadeesan

Chief Product Owner, Intelligent Business Operations

SAP SE, Walldorf

@harshjegadeesan

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