pump it up! data management on steroids no programming ...€¦ · sap computer aided test tool...
TRANSCRIPT
Pump It Up! Data Management on Steroids
No Programming Required!
Trinita Houser
Dallas Water Utilities
What’s Covered: Automation and Data Quality Management
Key Topic 1 – Bad Data Happens!
Key Topic 2 – Doing More With Less
Key Topic 3 – Using a Mass Data Upload Tool Summary
Questions
Introduction & Overview: Dallas Water Utilities Operated by the City of Dallas, Texas
9th largest city in the U.S.
Population of over 1.3 million
Service area – 384.7 square miles
Provide water, wastewater,
sanitation and sewer services with
327,000 customer accounts in 31
communities.
Implemented SAP IS-U for utility
billing system in 2008
* Source: US Census Bureau Population Estimates Program 7/9/09
Item Description
Go Live February 2008
SAP Version ECC 6.0
SAP Module/App/Environment IS-U, CIC0, FICA, FICO, MM, SD, DM, CS, BW, PI and Solution Manager
SAP Support services provided Billing, Collections, Permits, Applications, Self Reported Fees/Taxes , Inventory Management, Service Order Management and Account Maintenance
Water Utilities Services Water, Wastewater, Sanitation, Sewer
Other City Departments on SAP Fire, Police, Code Compliance, & Aviation
Number of utility customer accounts 327,000
Number of SAP users 475
SAP Support team 55
Data Management team 3
Overview: SAP Environment
9/26/2012 11:14 AM
Managing Data in a High Demand Environment
5
Be Proactive!
“A well-managed factory is boring. Nothing exciting
happens in it because the crises have been anticipated
and have been converted into the routine”.
~Peter Drucker
Bad Data Happens!
6
• Establish systems and procedures to identify and correct bad data
• Identify the root cause of the problem and make corrections before
bad data has a critical impact
• Take action immediately if a critical error occurs, to reduce operational
and customer impact
The Critical Impact of Bad Data
Revenue
Lost
“100,000 customers hit by billing error – cost City $7 million in lost revenue”
Customer Retention/
Acquisition
“Billing error to cost Electric Utility 23 large commercial accounts”
Customer Dissatisfaction
“3,500 customers overbilled – Utilities admit Smart Meter error”
Master Data Errors
&
System Glitches
9/26/2012 11:14 AM
Coping with Critical Billing Errors
9/26/2012 11:14 AM
Customer Complaints
Operating Cost
Negative Media Attention
Credibility/Trust
Customer Satisfaction
Productivity
Doing More with Less
Loss of Qualified Resources
Budget Restrictions
Lack of Business
Owner Data Accountability
Challenge of Providing High Quality Data Management
9/26/2012 11:14 AM
How Dallas Water Utilities is Doing More With Less
Using Innovation to
“Pump Up” Data Management
Pumping It Up!
Putting Our Data Management on Steroids: Background
12
• Initial Problem:
o The City of Dallas implemented a custom program in order to comply with the
U.S. Postal Service Coding Accuracy Support System (CASS) and National
Change of Address (NCOA) requirements.
• Results:
o Automate updates to SAP business partner and address records.
o Reduction in undeliverable returned mail
• Impact: New Problem - 35,000 CASS/NCOA address exceptions
Putting Our Data Management on Steroids: Being Innovative
13
• Issue: Identifying a solution to upload 35,000 CASS/NCOA
address corrections into SAP.
• Challenge: Limited manpower and budget restrictions
• Solution: Automation - Mass Data Upload Tool
• Evaluated feasible solutions for mass uploading data:
SAP Legacy System Migration Workbench (LSMW)
SAP Computer Aided Test Tool (SeCATT)
Build a program in ABAP
Procure a third-party tool
• Prepared a business case to support recommendation
• Obtained approval to proceed
Adding Muscles to Our Data Management: Project Initiation
9/26/2012 11:14 AM
• Elicited Business Requirements:
o Defined the functional requirements of the solution
o Defined conditions on which the solution must operate
• Evaluated Solutions:
o Identified (3) applications/vendors that met requirements
o Contacted vendors and obtained overview of product(s)
o Test-drove applications
o Summarized findings
• Obtained approval to make the purchase
Adding Muscles to Our Data Management: Requirements & Analysis
9/26/2012 11:14 AM
• Selected
• Procured Process Runner and Data/Query Extractor
• Developed operational standards and procedures
• Installed Process Runner and Data/Query Extractor
• Trained users – on-site training provided by Innowera
Adding Muscles to Our Data Management: Implementation
9/26/2012 11:15 AM
Putting Our Data Management on Steroids
Putting Our Data Management on Steroids: Addressing a Critical Error
18
• Issue:
o A transport was applied to SAP for rate proration changes
o Billing error detected during invoice quality check
o Water service charges missing on 8,000 customer invoices
• Impact:
o Billing process halted for 5 days
o Invoices not printed and sent to customers
o SAP Support staff and business users spent hours identifying the root cause of
the problem and searching for a solution.
Estimated that it would take 140 man-hours for manual data-entry correction
Putting Our Data Management on Steroids: Problem Resolution
19
• Solution:
o Used Innowera Process Runner to reverse the status on 8,000 records
o Backed out the original SAP transport for the proration rate change
o Re-billed and re-printed customer invoices
• Results:
o 8,000 records corrected in 4 hours
• Savings:
o $4,000 direct cost plus additional indirect cost
User Productivity, Operational Efficiencies & Cost Savings
Projects and Results
• Billing Related
Out of Balance
Disconnections
Dunning Infinity Locks
• Reporting and Analysis
MAPSCO
Sanitation Districts
Council Districts
• Address Maintenance:
CASS/NCOA Exceptions
Street Name Changes
Putting Our Data Management on Steroids: Projects Completed
• 674,609 Master Data update
• 28,566 Billing Adjustments
• 37,047 Addresses Cleansed
• 35,655 Documents Updated
• 11,915 Meter Read uploads
• 7,861 Status Changes
• 3,184 Material Records
User Productivity
• 12 Projects Completed
• 14,800 Man-Hours Saved
Operational Efficiency
• $347,000
• over 9 months
• Return on Investmentrealized in first 2 months
Cost Saving
Putting Our Data Management on Steroids: Results using Innowera
9/26/2012 11:14 AM
9/26/2012 11:14 AM
Putting Our Data Management on Steroids: Cost Savings
CASS/NCOAExceptions
Council DistrictDesignations
DCAD NumberUpload
Disconnect Doc.Update
Infinity DunningLock Removal
MapscoMeter Read
UploadOut of Balance
Billing
OverlappingPayment Clean-
up
Profit CenterChange
SanitationDistrict Numbers
Serial Numb. &Mfg Change
Total $18,946 $755 $210 $38,006 $2,774 $112,452 $4,201 $2,786 $10,225 $139 $155,193 $1,118
$18,946
$755 $210
$38,006
$2,774
$112,452
$4,201 $2,786
$10,225
$139
$155,193
$1,118
$0
$20,000
$40,000
$60,000
$80,000
$100,000
$120,000
$140,000
$160,000
$180,000
$ S
ave
d
9/26/2012 11:14 AM
Putting Our Data Management on Steroids: Time Savings
CASS/NCOAExceptions
Council DistrictDesignations
DCAD NumberUpload
Disconnect Doc.Update
Infinity DunningLock Removal
MapscoMeter Read
UploadOut of Balance
Billing
OverlappingPayment Clean-
up
Profit CenterChange
SanitationDistrict
Numbers
Serial Numb. &Mfg Change
Total 905 34 10 1,781 130 5,275 198 137 488 7 5,809 53
905
34 10
1,781
130
5,275
198 137
488
7
5,809
53
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
Ho
urs
“Making SAP Data Management easier using Microsoft Excel”
Innowera Process Runner
• SAP Certified partner
• Allows upload or download of data between SAP and Excel
• Supports mass data creation, changes, updates, and verifications
• Works out of the box
• No programming or scripting required
• Easy to use 3-step process to Record, Map and Execute a transaction
• Records standard or custom SAP transactions
• Complies with all SAP security and preserves usual SAP audit trail
9/26/2012 11:14 AM
Innowera Process Runner:
Creating a Script:
9/26/2012 11:14 AM
Step 1- Record: To Build the Transaction
9/26/2012 11:14 AM
Step 2 – Map: To Map SAP Fields to Database Fields
9/26/2012 11:14 AM
Step 3 – Execute the Script
9/26/2012 11:14 AM
Results: Example with System Messages
9/26/2012 11:14 AM
Key Points
Be Proactive! - implement
solutions to maintain high quality
data
Increase Productivity – The return on investment in
data automation tools outweighs the high staffing cost
for labor-intensive manual data entry processes and/or
expensive programming costs.
Improve the Accuracy, Quality and Reliability of
Information - Routine transactions are made
easier, faster and error–free by utilizing data
automation tools such as Innowera Process
Runner.
Any Questions
Trinita Houser Dallas Water Utilities
This was presented at:
SAP for Utilities conference at Hollywood, FL, USA on Sept 10th 2012
A collaboration of: