Quality Manifesto Supplement: Regional Variances Process

Global Services Customer OfficeRisk and Quality Management Practices

November 2014 (Work-in-progress) Internal

© 2014 SAP SE. All rights reserved. 2Internal

Manifesto Version x.x

Per Region – Link to SAP Jam Site

E.g. Quality Gates (Bid)Manifesto Version x.x

E.g. EMEA

1

2

4

5

Note Regional Variations

6 Contacts

Regional Links, Content (E.g. Templates, PPTs)

7

Note Cloud Variations

Process to Document R&QM Practices Content as Appendix to Manifesto vx.x

Global Standards for Quality and Risk Topics

Maintained by Services Quality Office

Maintained by Services Quality Office

Initial Version provided by Services Quality Office

Subsequent Updates by Regional Quality Responsibles, but only as agreed with

Services Quality Office for Regional (incl. Cloud) Variations

SAP JAM SITE 3


APPENDIX – LAST VERSION OF R&QM PRACTICES CONTENT FOR REFERENCE


Risk and Quality Management Practices Goals and Objectives

Regional sales and delivery teams are to incorporate the proactive risk and quality management practices in their bids and project delivery activities.

The Services Customer Office will continuously support the regional sales and delivery teams in harmonizing risk and quality management policies and guidelines.

The Services Customer Office will continuously support the regional sales and delivery teams in implementing the risk and quality management practices and by providing resources when requested*.

Objectives

Provide an outline of risk and quality management practices for SAP Global Services, including mandatory policies, associated guidelines, and supporting services to assist regional sales and delivery teams in completing successful bids and project deliveries, according to the risk and quality model.

Goals

* Based on resource and budget availability


Risk and Quality Management PracticesKey Definitions

Guidelines are recommended best practices that allow some degree of regional discretion or latitude in its interpretation, implementation, or use.

Guidelines are strongly recommended for SAP-led projects.

Services include a set of defined activities and deliverables to achieve predefined result. SAP offers a comprehensive set of project and quality assurance services, traditionally positioned and sold to customers/partners to proactively identify and manage project and solution risks.

Services are strongly recommended and can be made mandatory for SAP-led projects.

Guidelines

Services

Policies are a set of basic principles or rules to drive actions and decisions in achieving strategic objectives and high quality outcomes for our customers and SAP.

Adherence to polices is mandatory for all SAP-led projects.

Policies

Standards are norms or rules to ensure harmonized processes, practices and approaches. SAP Services defines these rules as part of the methodology and guidelines for selling and delivering projects and compliance is expected.

Adherence to standards is mandatory for most SAP-led projects.

Standards


Risk and Quality Management Practices Listing of Policies, Guidelines and Services by Risk Category

Risk and Quality Management PracticesPolicy /Standard

Service / Guideline

LOW RISK MEDIUM RISK HIGH RISK

Relevant for ALL Bids and Projects: Q-Gates (Bid)* Standard Recommended Recommended Recommended

Q-Gates (Measured Project)* Standard Mandatory Mandatory Mandatory

Quality Assurance Services Service Recommended Recommended Mandatory

PtD Entry* Standard Mandatory Mandatory Mandatory

PtD Reporting* Standard Mandatory Mandatory Mandatory

Project Manager Assignment* Standard Mandatory Mandatory Mandatory

Management Reserve* Standard Mandatory Mandatory Mandatory

• Top Watch Reporting Standard Optional Recommended Recommended

• Risk Screening Assessment (PSSO or GRC)* Policy Mandatory Mandatory Mandatory

Quality Manager (Role) Assignment* Standard Mandatory Mandatory Mandatory

Executive Sponsorship (Local) Guideline Recommended Recommended Recommended

Standard Services Agreements Policy Mandatory Mandatory Mandatory

Project Health Status (PMI Indicators Reporting)* Standard Mandatory Mandatory Mandatory

Relevant for MEDIUM Risk Bids and Projects:

See page 5

Relevant for HIGH Risk Bids and Projects:

See page 6

* Depending on global and regional thresholds, see detailed slides for more information

Built into ALL Bids and Projects -




Service / Guideline


Relevant for ALL Bids and Projects:

Relevant for MEDIUM Risk Bids and Projects: GRC Risk Assessment for Trigger List Products Policy Mandatory Mandatory Mandatory

Premium Engagement Services (Max Attention, Active Embedded) Service - Recommended -

Delivery Executive Assignment* Guideline - Recommended -

Executive Sponsorship (Regional) Guideline - Recommended -

Legal Services for Medium Risk and Complex Service Deals Guideline/Policy? - Recommended -

Relevant for HIGH Risk Bids and Projects: Legal Services for High Risk and Complex Services Deals Guideline/Policy - - Mandatory

Project Launch Services* Service - - Recommended

Project Recovery, Customer Care Service - - Optional

Executive Sponsorship (Global) Guideline - - Recommended


Built into Medium Risk Bids and Projects -

+

+




Service / Guideline


Relevant for Bids and Projects:

Relevant for MEDIUM Risk Bids and Projects:

Relevant for HIGH Risk Bids and Projects: Legal Services for High Risk and Complex Services Deals Guideline/Policy - - Mandatory

Project Launch Services* Service - - Recommended

Project Recovery, Customer Care Service - - Optional

Executive Sponsorship (Global) Guideline - - Recommended


Built into HIGH Risk Bids and Projects -

+

+

Policies, Standards, Guidelines and Services for All Bids & Projects


Quality Gates (Bid)

Type

Relevant for Bids

Description / Key Elements

The Bid Q-Gate is a “gate” or a checkpoint at the end of the opportunity (bid) development phase. It checks if all the components for a bid are checked for and if the deliverables for the bid council or risk delegation of authority is completed before being submitted for approval. The Bid Q-Gate is designed to reduce both the number as well as the costs of challenging projects by improving SAP’s risk mitigation and quality management capabilities. All significant bids are subject to local (regional or global) management bid review before the documents are placed before a prospect or customer. The quality gate result is a key deliverable for the Bid Council/Risk Delegation of Authority (DoA) review.

Reason for Establishing Service/ Guidelines

Assure quality at key milestone, to avoid financial loss and customer dissatisfaction of SAP led projects Check availability and completeness key deliverables and assess readiness of opportunity Avoiding reactive escalations in the future Ensure implementation of standardized and harmonized processes across the entire portfolio and in all regions and market units Promote data quality, consistency and accuracy, and measurement Support knowledge management Support and Promote SAP’s growth strategy

Thresholds /Triggers All relevant Bids and/or All A2O and Design Based + Industrialized deals above €250k (~ USD 350,000). (APJ, LA) Any other engagements at management’s decision. (APJ, LA)

Additional / Global Information

ASAP 8: Quality Gate Yogesh Kavita (for Bid Q-Gate), Jan Musil (for ASAP)

Regional Variants and Content

APJ: MEE: MEE DOA Portal, EMEA: EMEA DOA Portal, EMEA Core DOA,

Bid Management Summary LA :

NA: NA Bid Council JAM Site

Jeff Roberts

Fabrizio Rebella Ricardo Correa

David Hawk

Policy Service

Service / Guideline Info Responsible / Point of Contact

Responsible / Point of ContactService / Guideline Info

GuidelineQuality Gates (Bid)

Quality Gate (Project)

Quality Assurance Services

PtD Entry

PtD Reporting

Project Manager Assignment

Management Reserve

Top Watch Reporting

Risk Screening Assessment

Quality Manager (Role) Assignment

Excecutive Sponsorship (Local)

Standard Contracts and Services Agreements

Project Health Status (PMI Indicators Reporting)

Standard

xMicrosoft

PowerPoint Presentation

http://usphlsmo.phl.sap.corp:1090/Roadmaps_HTML%20Extract/ASAP%208-Standard/Roadmap/

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://2cc62a2f645e11a06b30eb58a888763f

https://portal.wdf.sap.corp/go/EMEA-Services-ApprovalPolicy

https://portal.wdf.sap.corp/irj/go/km/docs/GCP_Content/GCP_Documents/Regional%20Programs/EMEA/EMEA_Consulting_Sales/policies/Approval%20policy%20documents/FS-EMEA_appr-pol_20080815.pdf

https://portal.wdf.sap.corp/irj/go/km/docs/GCP_Content/GCP_Documents/Regional%20Programs/EMEA/EMEA_Consulting_Sales/policies/Approval%20policy%20documents/Bid%20Management%20Summary%20Template.pptx

https://jam4.sapjam.com/#groups/about_page/6roFMDdnA4Bd5nmQnKfY1Z


Quality Gates (Project)

Type

Relevant for Projects in Delivery


A Quality Gate (Q-Gate) is a “gate” created at critical junctures of a project to verify that all needed project deliverables have been completed and the project is ready to start wit the next phase. Q-Gates are designed to reduce both the number as well as the costs of challenging projects by improving SAP’s risk mitigation and quality management capabilities.SAP led projects will schedule and perform a minimum of four Q-Gates throughout the lifecycle of a project - at the end of the project preparation phase, the business blueprint phase, the realization phase and the final preparation phase.

Reason for Establishing Service/ Guidelines

Assure quality at key milestones, to avoid financial loss and customer dissatisfaction of SAP led projects Check availability and completeness key deliverables and assess readiness to start with next project phase Provide a ‘Four Eyes’ principle on project quality Foster usage of recommended best practices Opportunity for PM to actively request for support Minimize project risk exposure Reduce cycle time: Get things done right the first time Enable project managers to continuously communicate and build quality into their project

Thresholds /Triggers All SAP Prime projects with a value greater than or equal to € 250,000 (~ USD 350,000) Any other engagements at management’s decision


Global Quality Manifesto: Quality Manifesto 2.1 QBI Homepage: QBI ASAP 8: Quality Gate Global Product Trigger List: Trigger List


APJ: MEE: Q Gate Concept EMEA: EMEA Q Gate Concept LA : Measured Projects & “Trigger List” Engagements NA: Quality Gates and Quality Management SAP GD:

Brian Hanover Raik Bumann, Goeran Bergmann MU DM, MU PMO, DPO (on request) MU Quality Manager, LA PMO



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

GuidelineStandard

x

https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20Service%20&%20Support/Reporting/Services%20Reporting/Quality%20Office%20Folder/The%20NEW%20Quality%20Manifesto%20Edition%202.pdf

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://b9fbf8271522fc725199627afe54d040

http://usphlsmo.phl.sap.corp:1090/Roadmaps_HTML%20Extract/ASAP%208-Standard/Roadmap/

https://wiki.wdf.sap.corp/wiki/display/GRCGCO/Global+Product+Trigger+List

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.km.cm.navigation/guid/a08818b0-13fa-2d10-45b1-839ec82ec17d

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.km.cm.navigation/guid/a08818b0-13fa-2d10-45b1-839ec82ec17d


https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/209267b4-e369-2f10-16a2-9a72cc91da94

http://intranet.sap.com/addressbook?I057956

https://portal.wdf.sap.corp/go/emea-dpo


Quality Assurance (QA) Services

Type

Relevant for Bids and Projects in Delivery (including Run Phase)


SAP Services provides a portfolio of Quality Assurance (QA) Services that will benefit our customers, our partners, and SAP. For our customers, QA Services help ensure customer implementation projects are executed with the highest level of quality, yet with minimal risk.

Reason for Establishing Service/ Guideline

To provide a comprehensive set of QA Services designed to deliver tangible customer benefits and results, including: Reducing costs by applying end-to-end standards that improve the quality of all SAP solutions deployed; Minimizing risks associated with solution implementations before the business is impacted; Ensuring that projects are aligned with the overall business scope and strategy, enabling successful business and IT strategy execution; Optimizing and improving system performance and stability in the operational phase; Addressing program/project pain points in the areas of governance, solution design, security, testing, and education; Ensuring organizational readiness for successfully supporting and implementing their SAP solutions.


Global Quality Manifesto: Quality Manifesto 2.1 QAS Global Content: QAS Portal Page QAS Content on Service Marketplace QAS Content on SAP.com QAS Presentation: Customer Presentation QAS Services: QAS in the SPM Services Catalog

Design Review of SAP Solutions (CRM# 50109433) Review of Project Management (CRM# 50109396) Management of Quality and Risk for SAP Implementations(CRM# 50109431) Review of Project-Related Development (CRM# 50109399) Security Review for SAP Business Suite (CRM# 50113899) Strategy Development for Education (CRM# 50109669)

Global Contacts:

Bruce Higgins Brett Farrell Bob Thomas Fabio Tsukuda Kim Morrissey Jerry Veal

Regional Variant and Content

APJ: MEE: EMEA: LA: Applicable for all measured projects plus all RDS, HANA and Mobility

engagements NA: Applicable for all measured projects

Brian Hanover Ina Foerster Wolfgang Koyro Gerardo Winocur Norma Johnson

Responsible / Point of Contact


Service / Guideline Info

Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






SCO Dashboard (Key Opportunity and Delivery Indicators)

Policy Service

x

GuidelineStandard




https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://61c1780b8c159ebfcceb427ab40d1c7b

http://service.sap.com/qas

http://www.sap.com/services-and-support/why-services/quality-assurance.epx

https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20GSS/zJavaScript/Regions%20&%20Organizations/Quality%20Assurance%20Services/Portal%20Documents/QA%20Sevices%20-%20Customer%20v9.pptx

https://serviceportfolio.wdf.sap.corp/b2b_spm/init.do?shop=SPM_SBLIVE&forward=viewdetails&startupmatnr=50109396&language=EN&shop=SPM_SBLIVE
















http://intranet.sap.com/addressbook?d031274


http://intranet.sap.com/addressbook?i004242



PtD Entry

Type


Description / Key ElementsPromise-to-Delivery ( PtD) is a Project Management Information System that enables SAP Consultants to Plan, Build, and Run SAP Consulting Projects more efficiently. PtD covers all Project Management related processes (from scoping to closing), and facilitates centralized project monitoring and controlling.


Increase transparency of SAP Global Services led project portfolio across all levels of the organization. Provide project and delivery managers with access to project progress Serving as a platform for quality assurance and risk management procedures (Q-Gates), PtD enables timely intervention for struggling

projects Knowledge database of all major consulting projects, that allows search for similar projects and documentation to facilitate similar projects Capture minimum required QAS data elements Capture key recommendations from QAS delivery for analysis and reporting

Thresholds /Triggers

All Measured Projects will be maintained in the PtD System Measured Projects are projects that meet the following criteria:

SAP revenue ≥ 250.000 Euro SAP is providing project manager and project team SAP is responsible for the budget and the realization of contract & scope Project Controlling (margin trigger) or Risk Management recommends to measure it Project is nominated by Management / Board


Global Quality Manifesto: Quality Manifesto 2.1 QAS and PtD - Global: Presentation PtD Portal Page - Global: PtD


APJ: PtD Learning Material APJ MEE: PtD Learning Material EMEA: PtD Learning Material EMEA LA: All approved projects with a SO size > 50k

USDPtD Learning Material LA

NA: NA PtD Community Measured Projects, PtD Learning Material NA



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

GuidelineStandard

x


https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20GSS/zJavaScript/Regions%20&%20Organizations/Quality%20Assurance%20Services/Portal%20Documents/8.0%20QAS%20and%20PtD.pptx

https://portal.wdf.sap.corp/go/ptd

https://documents.wdf.sap.corp/share/page/site/PtDPromisetoDeliveryBusinessPublicArea/documentlibrary

https://documents.wdf.sap.corp/share/page/site/PtDPromisetoDeliveryBusinessPublicArea/documentlibrary#filter=path%7C%2FPtD%20Training%20Material%2FRegional%20Specific%20Training%2FEMEA%2FPTD%20-%20User%20Guides%20for%20EMEA%20%26%20MEE



https://community.wdf.sap.corp/sbs/community/solutions/p3/p3_-_north_america

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/10b8982e-f9a1-2f10-70b9-9cf9e9ecfe59



PtD Reporting

Type


Description / Key ElementsOnce the projects are entered into PtD the regions and the market units, including the global teams such as the Services Customer Office, can use the various reports (BI and Online) within PtD for tracking and monitoring progress, risks, issues, financials, etc.


Assurance of quality by acting early and following up effectively


All Measured Projects will be maintained in the PtD System Measured Projects are projects that meet the following criteria:

SAP revenue ≥ 250.000 Euro SAP is providing project manager and project team SAP is responsible for the budget and the realization of contract & scope Project Controlling (margin trigger) or Risk Management recommends to measure it Project is nominated by Management / Board


Global Quality Manifesto: Quality Manifesto 2.1 QAS and PtD - Global: Presentation PtD Portal Page - Global: PtD


APJ: PtD Learning Material APJ MEE: PtD Learning Material EMEA: PtD Learning Material EMEA LA: All approved projects with a SO size > 50k

USDPtD Learning Material LA

NA: NA PtD Community Measured Projects, PtD Learning Material NA



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy Service

GuidelineStandard

x


https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20GSS/zJavaScript/Regions%20&%20Organizations/Quality%20Assurance%20Services/Portal%20Documents/8.0%20QAS%20and%20PtD.pptx

https://portal.wdf.sap.corp/go/ptd


https://documents.wdf.sap.corp/share/page/site/PtDPromisetoDeliveryBusinessPublicArea/documentlibrary#filter=path%7C%2FPtD%20Training%20Material%2FRegional%20Specific%20Training%2FEMEA%2FPTD%20-%20User%20Guides%20for%20EMEA%20%26%20MEE



https://community.wdf.sap.corp/sbs/community/solutions/p3/p3_-_north_america

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/10b8982e-f9a1-2f10-70b9-9cf9e9ecfe59



Assignment of SAP Project Manager

Type



Project Managers are responsible for the overall management of a project throughout its lifecycle. They are responsible for defining, planning, tracking and managing the project, for identifying key resources and providing the direction they require in order to meet project objectives. They also ensure adherence to project management methodology practices, provide team coaching, evaluate the performance of team members and reinforce the enterprise knowledge management through the collection and communication of lessons learned. In the ideal case, the (designated) project manager will already be involved during the bid phase, shaping the deal and making its contribution how the future project will be delivered.


Consistent management of projects and of customer expectations by qualified, skilled and certified SAP Project Managers Secure project success by delivering according to SAP’s Project Management Methodology (PMM) and ASAP Methodology for

Implementation Projects During A2O process, the project management service portfolio effort is estimated


Assignment of an SAP Project Manager applies for projects that meet the following criteria SAP revenue >/= 250.000 EUR (or the equivalent in MU currency) SAP has the contractual obligation to provide project manager and project team SAP is responsible for the budget and the realization of contract & scope

Additional / Global Information SAP Project Management Methodology (PMM) (chapter 2.1.6)


APJ: MEE: EMEA: LA: NA:: NA PMO Estimator Tool, NA Delivery

Execution SAP GD:

MU DM and Regional RM supports MU DM, Boris Pinnow (Regional RM) to support MU DM, Boris Pinnow (Regional RM) to support MU DM, MU RM, Laura Gutierrez (Regional RM) to support MU DM , Regional RM to support Leslie Dhanaraj



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

GuidelineStandard

x

http://usphlsmo.phl.sap.corp:1090/Roadmaps_HTML%20Extract/SAP%20Project%20Management%20Methodology/Roadmap/

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/70565498-5c15-3010-75b9-d64b38f65f57

http://intranet.sap.com/addressbook?D048515





Management Reserve for FPP

Type

Relevant forBids and Projects in Delivery


Management Reserve represents the amount of the project baseline withheld for unforeseen work in order to complete the project. In order to reflect costs for uncertain events related to the delivery of Fixed Price Projects, minimum standards based on the estimated costs have to be included in the estimate for FPP as a management reserve for high-risk projects, 15% for high risk projects and a minimum of 10% for low to medium risk fixed price projects.


Come up with a cost estimation that takes cost for events that are “known unknowns” into account Build in a buffer in the calculation for Fixed Price Projects to secure SAP’s project profitability during the entire project lifecycle


All fixed price projects (FPP), risk-relevant or not, have a risk management reserve of at least 10% of the calculated costs included in the cost estimation. With DOA authorization a percentage may be raised or lowered.

Additional / Global Information Mary Lou Seigler


APJ: MEE: Management Reserve Release Process for MEE EMEA : Delegation of Authority (DOA) EMEA Core (page 5) LA:

NA: Contingency Guidelines for Fixed Fee Projects

Jeff Roberts (APJ) Ina Foerster (MEE) Wolfgang Koyro (EMEA) Gerardo Winocur (LA)

Kevin Furlong (NA)





Microsoft PowerPoint 97-2003 Presentation

Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Microsoft PowerPoint Presentation

Policy

Service

GuidelineStandard

x

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/b0aca391-ec81-3110-b896-980573923cd9

https://portal.wdf.sap.corp/go/EMEA-Services-ApprovalPolicy

https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20Field%20Services/Regions/North%20America/North%20America%20Field%20Services/Sales%20and%20Delivery%20Management/Services%20Sales/Deal%20Execution/SAP%20Services%20Sales%20Cycle/Contingency%20Guidelines%20-%20Fixed%20Fee%20Contracts


Top Watch Reporting

Type

Relevant forBids and Projects in Delivery (including Run Phase)


Top Watch Reporting is the end result of the reporting framework designed to provide a consistent periodic review of all projects within the regional portfolios. The framework and meeting cadence assists in identifying troubled or risky projects early, thus ensuring “No Surprises”. The Top Watch report itself is a highly confidential compilation of top risk or potentially top risk projects by region. It is updated on a monthly basis.


Early visibility, through monitoring, will reduce the impact and probability of project issues. Monitoring our riskiest and potentially riskiest projects allows us to react appropriately with SLT support and ensure that there are “No Surprises” going forward.

Thresholds /Triggers Top Watch project selection is based on regional management discretion. Projects are reviewed at a market level and regional level before being assigned to the Top Watch report.

Additional / Global Information Mary Lou Seigler


APJ: MEE: EMEA: LA: NA:

APJ: Jeff Roberts MEE: Fabian Kamm (DACH), Andreas Mermi (CIS, CEE) EMEA Core: Wolfgang Koyro LA: Gerardo Winocur NA: Norma Johnson



Top Watch Definition and Criteria

Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

GuidelineStandard

x


Risk Screening Assessment (PSSO)

Type

Relevant forBids


Opportunity risk prescreening using the PSSO must be executed for all new opportunities exceeding the value threshold determined by the Region (the global threshold is all deals >250k euro). Risk screening will be performed early in the opportunity management cycle, and just prior to internal review and approval step of the bid


Opportunity risk prescreening provides clarity to SAP’s risk exposure, ensures visibility to the risk profile of the deals we agree to, and enhances the quality and integrity of new business. Opportunity risk prescreening is performed using the Pre-Screening for Services Opportunities (PSSO) tool. The PSSO contains questions that when answered accurately help bid teams determine the level of risk (the risk profile) of a proposal we will forward to a customer.

Thresholds /TriggersA PSSO is required for Fixed Price Projects > 250k – 500k euro: or T&M > 250k – 2M euro (includes Cloud, SFSF, Ariba)

Additional / Global Information Risk Management Offline Tool page.

Mary Lou Seigler


APJ: MEE: PSSO Concept for MEE EMEA: LA: NA:

APJ: Jeff Roberts MEE: Raik Bumann, Goeran Bergmann EMEA: Wolfgang Koyro LA: Gerardo Winocur NA: Kevin Furlong



Opportunities Screening _ PSSO

Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

x

Service

GuidelineStandard

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://4d0b74f45345b81bbedd149364379b88

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/901f4e43-77de-3110-d5a1-8b8a3da2988a






Assignment of the Role of the Quality Manager

Type

Relevant for Bids and Projects in Delivery


The Quality Manager is responsible for managing all quality management activities during the lifecycle of a project, from initiation to go-live/ support and in compliance with the requirements of SAP Project Management standards. The Quality Manager executes the QM Plan which covers 4 components: Quality Planning, Quality Control, Quality Assurance and Quality Improvement.


Implement and manage a continuous improvement process with respect to quality Ensure that the quality process is followed in a project right from the bid phase Ensure SAP takes up projects which it can deliver with quality and maintain the stipulated margins Convene and participate in Q gates organized against deliverables or project milestones as appropriate. Ensure that the necessary processes and systems are in place for the preparation and filing of comprehensive records to satisfy project and

customer quality management requirements, as well as regulatory requirements Support for Project Manager / Architect in planning of quality for delivery of solution Advise to customer how to establish the required QM activities

Thresholds /Triggers The Quality Manager role has to be staffed in every project. In small and medium sized projects, the Quality Manager role may be taken over

by the Project Manager depending on Market Units / Regions


Global Quality Manifesto: Quality Manifesto 2.1 QBI Homepage: QBI Global Quality Hub: Portal Link Quality & Risk Management: Portal Page ASAP 8 Quality Mgmt. Plan:

Quality Management Plan- Template


APJ: MEE: EMEA: LA: A Quality Manager must be assigned for each

measured project, starting already in bid phase NA: Quality Gates and Quality Management SAP GD:

MU DM and Regional RM supports MU DM and Regional RM supports MU DM and Regional RM supports MU Quality Manager

MU DM and Regional RM supports



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

GuidelineStandard

x



https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://61c1780b8c159ebfcceb427ab40d1c7b


https://portal.wdf.sap.corp/irj/go/km/docs/guid/f17fb64e-7b9e-2f10-6d90-aec072935849

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/209267b4-e369-2f10-16a2-9a72cc91da94


Executive Sponsor (Local) Appointed

Type



Primary responsibility of an SAP Management Sponsor is to maintain executive-client contact. The Sponsor ensures that the correct information from SAP is reaching the executives in the customer’s organization. In addition the sponsor is an advisor for the SAP Project Manager. Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project. Candidates from Market Units who are eligible for the role of the SAP Management Sponsor are Managing Director, Field Service Director or CFO.


Establish and maintain top-level client relationships Handling of major contractual matters Assist SAP Project Manager in getting the project underway (planning, procedures, staffing, etc…) Support SAP Project Manager in identifying and solving major problems Help the SAP Project Manager navigate the organization’s political environment







Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting






Policy

Service

Guideline

x

Standard


Standard Services Agreements

Type



Globally harmonized Standard Service Agreements include standard Statement of Work templates (for time and materials and for fixed price deals), as well as, an on-line Professional Services Agreement. The Statement of Work templates have an Exhibit 1 Project Definition and an Exhibit 2 Change Order Procedure.


SAP provides services to customers around the world and for some customers across sovereign borders – SAP therefore requires globally applicable standard legal terms and complete transparency in the contracting process.

Thresholds /Triggers These templates are mandatory for all new Services contracts.


Global Portal Simpler Contracts Faster @ SAP Services Self-service Contract Templates Tool Customer facing website SAP Agreements Service-specific SOW scope statements and guidance (such as, for

Rapid Deployment Services and Quality Assurance Services) are available on the Services Catalogue.

The Services Guide To Business & Commercial Terms and the SOW Checklist support SOW creation.


Agreements localized to a limited extent in order to comply with local law. In some cases language translation is required. NA Services Contracts Portal : North America Services Contracts LA Services Contracts Portal: Latin America Services Contracts

Local SAP Legal & Contracts teams



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting




Standard Services Agreements


Policy

x

Service

GuidelineStandard

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://14eb9752203092fe1481c36ac0cc17f1

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navext(ROLES://portal_content/cp/roles/sales/sales/deal_support_2%7CWCMS://Infocenters/WS%20Deal%20Support/Deal%20Support%202nd%20level/~/Legal%20and%20Contracts/Contract%20Sample%20-%20Self%20Service)&windowId=WID1400542890417&NavMode=0

http://global.sap.com/corporate-en/our-company/agreements/index.epx

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://2dba763b09388c1d87e5b29c32a5a5ad

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/5079908e-ee6c-2f10-2c9b-b02447b4e931

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/60be8b8e-ee6c-2f10-23b2-cc13fd706d10

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://d18fcb2edf4976f43f577e1b261d864a

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://525a630dbc73cdda6baf4006541b82dd



Type



Overall status in PtD is set based on project health indicators (PMI indicators)Global standards and calculation rules were implemented to avoid inconsistencies in reporting across the portfolio (local/regional/global)Automatic project overall health (status) calculation are based on key PMI indicators in PtD - SAP Margin, Cost Mgmt, Risk Mgmt, Time Mgmt, Scope Mgmt, and Quality Mgmt.

Objectives of Overall Status and PMI indicators - visibility and therefore priority to high risk engagements


Provide regions and market units regular visibility into the project portfolio Show problem areas (PMI Areas) in the portfolio where the project health could be improved with more oversight and other processes (E.g.

Change Management)

Thresholds /Triggers All measured and non-measured projects (Source = PtD T200 Report)

Additional / Global Information Powerpoint Analysis distributed monthly to regional contacts Yogesh Kavita


APJ: MEE: EMEA Core: LA: NA:



Quality Gates (Bid)



PtD Entry

PtD Reporting


Management Reserve

Top Watch Reporting




Standard Contracts and Services Agreement


Policy

Service

GuidelineStandard

x

Policies, Standards, Guidelines and Services for Medium Risk Bids & Projects


GRC Risk Assessment for Trigger List Products

Type

Relevant for Bids


The objective of the Global Trigger List process is to identify the products that present implementation challenges to our clients and provide the proper amount of risk rigor for these solutions. This identifies products which have consistently problems in implementation or pose potential risks and are classified based on the risk assessment into A & B list. Additional GRC reviews are recommended for A and B list products. Level A: Products have been consistently challenging to implement based on multiple projects and escalations. These products will have

thehighest level of GRC scrutiny.

Level B: Products have been challenging to implement and require additional knowledge and scrutiny.


Quantitative criteria for Trigger List are based on "red" escalation data reported from AGS – helping in giving attention where it is needed Qualitative criteria include :

Review of the top risky projects as reported by GRC, Relying on the input from colleagues involved with ramp-up of a product, and Other internal reports and discussions held within the other organizations represented on the committee

These criteria above helps SAP Identify and classify Products & Solutions which require special attention and risk mitigation strategies to be out in place via the Trigger List.

Thresholds /Triggers Mandatory Risk Assessment for products in “A” List GRC Policy / Threshold: GRC Threshold for Products (Section 3.3.2.2, Page 19)


Global Product Trigger List: Trigger List Trigger List Policy: Trigger List Policy Risk Advisory Service: SPM Service Catalog

Risk Advisory Service for Implementations (CRM# 50109431) Service Content Owner: Alexandra Throm



APJ: Service Owner: Atsushi Taniguchi, GRC: Rajesh Musaliyath MEE: GRC: Wolfgang Schanz EMEA Core: Service Owner: Henrik Wilken, GRC: Ruediger Bolt LA: Service Owner: Marino Rodrigues, GRC: Robert Tizio NA: Sales/Delivery Contact: Norma Johnson, GRC: Robert Tizio




Max Attention, Active Embedded Positioning

Assignment of Delivery Executives for all Strategic Accounts

Excecutive Sponsorship (Regional)

Legal Services for Medium Risk and Complex Services Deals

Relevant for All Bids and Projects

+Policy

x

Service

GuidelineStandard

To be updated

https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20Finance%20&%20Administration/Organization/Global%20GRC/GGRC%20Risk%20Management/Risk%20Management%20Policy.pdf


https://wiki.wdf.sap.corp/wiki/display/GRCGCO/Trigger+List+Policy

https://serviceportfolio.wdf.sap.corp/b2b_spm/init.do?shop=SPM_SBLIVE

mailto:[email protected]












Max Attention, Active Embedded PositioningType

Relevant forBids and Projects in Delivery (including Run phase)


SAP ActiveEmbedded proactively integrates an SAP support team into a customer’s different operation units with different roles to deliver all software and software related services. SAP MaxAttention provides advanced engineering services that can be tailored to individual customer needs. It can support all stages of the SAP solution life cycle, from implementation to ongoing operations, and upgrades.


SAP Active Embedded Enhanced support partnership for optimization of solutions and accelerating adoption of game changing technology Provides enhanced support partnership for optimization of solutions and accelerating adoption of innovations in non-disruptive way Mitigates risk by verifying integration while maintaining business continuity, and enables the solution to perform optimally in a maintainable and

scalable environmentSAP MaxAttention Strategic support partnership for continuous business improvements and co-innovation in a safe manner Includes all the services from SAP Active Embedded plus specialized solution architecture, engineering expertise, strategic guidance and

execution support A comprehensive governance model with quarterly balance scorecard engagement tracking and:

Executive sponsor from SAP AGS responsible for the overall success of the engagement Engineering Architect responsible for establishing a collaborative and customized strategy for delivery Multiple technical quality managers that includes a lead Technical Quality Manager providing day to day oversight of the execution

of the MaxAttention strategy, along with additional Technical Quality Managers who provide specialized expertise during the engagement

Thresholds /Triggers SAP MaxAttention and SAP ActiveEmbedded should be positioned for projects containing solutions in the AGS Product Trigger List


SAP Max Attention: SAP Max Attention Portal Page SAP Active Embedded: Active Embedded Portal Page,

Active Embedded Service Marketplace AGS Trigger List: AGS Product Trigger List

Maintenance Go to Market: Guenter Seehorsch Active Global Support: Greg Pike











Built into All Bids and Projects

+

Policy

Service

x

GuidelineStandard

https://portal.wdf.sap.corp/go/maxattention

https://portal.wdf.sap.corp/go/activeembedded

https://websmp101.sap-ag.de/activeembedded

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/d07a321f-799f-2c10-54b2-b95f55da2749




Assignment of Delivery Executive for all Strategic Accounts (Global and Regional)

Type

Relevant for Bids and Projects in Delivery (including Run phase)


(Senior) Delivery Executives are senior leaders and focus on transformational program management and at many times more than one program at a major client, which requires the combination of deep subject matter and/or industry expertise in project and program management. A (Senior) Delivery Executive typically manages: Very large and complex international programs Recovery of troubled programs and high impact escalations with the aim of zero escalation Management of large strategic bids for SAP or our partner alliance Co-management of delivery and sales Act as trusted advisor to C level at strategic accounts.


As a crucial part of SAP's total solution delivery strategy, SAP Field Services focuses on the overall success of customers' SAP solutions. For Delivery Executives typical areas of responsibility are: Assists in formulating Technology Strategy in line with Business Strategy Assists in identifying customer opportunities and developing associated business cases Significantly increases project success probability Analyze deteriorating programs and recommending actions for recovery Optimize TCI (Total Cost of Implementation) Optimize TCO (Total Cost of Ownership) Ensures alignment of project objectives to business goals Provides experienced perspective viewpoint

Thresholds /Triggers Strategic Global Programs and Top Regional Accounts

Additional / Global Information Global Job Profile - (Senior) Delivery Executive (f/m)



APJ: Brian Hanover MEE: EMEA: LA: Gerardo Winocur NA: Kevin Furlong









+Policy Service

Guideline

x

Standard

https://portal.wdf.sap.corp/irj/go/km/docs/GCP_Content/GCP_Documents/Strategy_Operations/PACE/Global%20Job%20Profiles%20Services/Consulting/Project%20Management%20Consulting/Project%20Management/Delivery%20Executive.docx






Executive Sponsor (Regional) Appointed

Type

Relevant forBids and Projects in Delivery (including Run phase)


Primary responsibility of an SAP Management Sponsor is to maintain executive-client contact. The Sponsor ensures that the correct information from SAP is reaching the executives in the customer’s organization. In addition the sponsor is an advisor for the SAP Project Manager. Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project.

Depending on the customer relationship and importance for the SAP Brand, a regional SAP Management Sponsor should be nominated. This can be for example the Regional Services SVP.


Establish and maintain top-level client relationships Provide/align with project sponsorship for strategic vision and value realization Handling of major contractual matters Support SAP Project Manager in identifying and solving major problems Help the SAP Project Manager navigate the organization’s political environment














+ Policy Service

Guideline

x

Standard



Type



Contract content and legal feasibility reviews focus on framework agreements, contracts and proposals. Objective is to determine, check and assess legal risks for SAP arising out of these contracts and to ensure compliance with statutory and SAP specific rules and guidelines. The reviews are performed during the bid phase as part of the Offer2Contract Management process before sending out a legally binding contract. In addition contractual trainings for the SAP delivery team (during the project preparation phase) about the important clauses of a signed contract are offered.


Legal assessment of contract contents prior to sending contract to customer Quality review of signed contracts, statements of work (SoW). Secure smooth hand over by facilitating hand over meetings between sales to delivery team Contractual training for the SAP Delivery team to assure every team member knows the important clauses of the signed contract and

understands the consequences for the daily work of the entire project team.

Thresholds /Triggers Programs and projects with services revenue of €5m+ annually, but regional variations may apply.


Global Contract Management Services: CMS Services Global Contract Management Guidelines: GCMS Process and

Guidelines


APJ: MEE: Commercialpedia (CMC) EMEA: EMEA Core Services DOA V 3.0 LA: NA: NA Services Contracts

MEE: Contract Management Consulting (CMC)









+

To be verified

Policy

x

Service

GuidelineStandard

x

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://f944196286e843206a731708e34660f2

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://e4f414195f0b2cc3a4f269bfe88c2c18


https://wiki.wdf.sap.corp/wiki/display/Commercial/Commercialpedia



https://portal.wdf.sap.corp/go/naservicescontracts

https://portal.wdf.sap.corp/go/de-contract-management-consulting

Policies, Standards, Guidelines and Services for High Risk Bids & Projects


Legal Services for High Risk and Complex Services Deals

Type



Contract content and legal feasibility reviews focus on framework agreements, contracts and proposals. Objective is to determine, check and assess legal risks for SAP arising out of these contracts and to ensure compliance with statutory and SAP specific rules and guidelines. The reviews are performed during the bid phase as part of the Offer2Contract Management process before sending out a legally binding contract. In addition contractual trainings for the SAP delivery team (during the project preparation phase) about the important clauses of a signed contract are offered.


Legal assessment of contract contents prior to sending contract to customer Quality review of signed contracts, statements of work (SoW). Secure smooth hand over by facilitating hand over meetings between sales to delivery team Contractual training for the SAP Delivery team to assure every team member knows the important clauses of the signed contract and

understands the consequences for the daily work of the entire project team.

Thresholds /Triggers Programs and projects with services revenue of €5m+ annually but regional variations may apply.


Global Contract Management Services: CMS Services Global Contract Management Guidelines: GCMS Process and

Guidelines


APJ: MEE: Commercialpedia (CMC) EMEA: EMEA Core Services DOA V 3.0 LA: NA: NA Services Contracts

MEE: Contract Management Consulting (CMC)




Project Launch Services

Project Recovery and Customer Cate

Excecutive Sponsorship (Global)

Relevant for Medium Bids and Projects

+

To be updated

Policy

x

Service

GuidelineStandard

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://f944196286e843206a731708e34660f2






https://portal.wdf.sap.corp/go/naservicescontracts

https://portal.wdf.sap.corp/go/de-contract-management-consulting



Type



The Project Launch Services improve our delivery capability and reduce execution risk by increasing the use of SAP Project Management Best Practices , ASAP and re-using our knowledge of executing projects across the global SAP Consulting portfolio. The Project Launch Service uses these tools upfront in the project preparation phase to help the project manager give the project a great start.


Goal: Jump Start project management standards, procedure and methodology Supports Project Managers in establishing the project management plan, the project management procedures, standards and guidelines Uses a consistent delivery model, scalable to individual project needs Ensure that project is ready to work with the defined processes and accelerators in execution Ensure that all project management deliverables are defined and necessary accelerators are in place and used correctly

Thresholds /Triggers Explicit request for the service by the project manager or sponsor Defined as obligation during bid review and approval



APJ: MEE: Project Set up Service One Pager : PSS One Pager EMEA: Project Set up Service One Pager : PSS One Pager LA: For Brazil only: Project Start Up Service

NA: Project Launch Service : Project Launch Portal Page

Larni Malcolm Fabian Kamm, Andreas Mermi

Pedro Aznar

Kevin Furlong



Microsoft PowerPoint Presentation





Built into Medium Bids and Projects

+Policy Service

x

GuidelineStandard

https://portal.wdf.sap.corp/irj/servlet/prt/portal/prtroot/com.sap.sen.wcms.Cockpit.Main?url=/guid/b0d12f24-333e-3110-9cad-8b267602bbd2

https://portal.wdf.sap.corp/irj/go/km/docs/GCP_Content/GCP_Documents/Project%20Management/PM%20Document%20Libraries/Project%20Management%20Best%20Practice%20Library%20(NEW)/Regional_PMO_Libraries/EMEA/1%20General/4%20DPO%20Services/DPO_Services_onepager/DPO_Project_Setup_Service_One-Pager.pptx

https://portal.wdf.sap.corp/irj/portal?NavigationTarget=navurl://eb4cc05507d7da990bd82f888a6a4589

https://people.wdf.sap.corp/profiles/I058924

https://people.wdf.sap.corp/profiles/I058924






Project Recovery & Customer Care Offerings

Type

Relevant for Projects in Delivery (including Run Phase)


The Project Recovery Service aims to get troubled Projects back on track by taking corrective steps / measures and by engaging experts in the field of project management and solutions. The service aims to identify the key reasons for the failure of a project and take appropriate measures to correct them.


Protect SAP’s brand and reputation Regain customer’s trust and confidence in SAP, its products and services by getting projects back on track Limit impact on costs and margin of a project

Thresholds /Triggers Significant deviation in terms of cost and/or schedule in a project Explicit request by Project Manager / Delivery Manager/ Sponsor / Market Unit

Additional / Global Information Mario Scicluna


APJ: MEE: EMEA : Pulse Check Service: LA: NA:

Mona Gad Cluster Quality Director, DPO EMEA Core and DACH Carlos Afonso Greg Beyer



Pulse Check Description & Template

DPO Pulse Check - One Pager

Adobe Acrobat Document



Project Recovery and Customer Care



+

To be updated by Mario

Policy Service

x

GuidelineStandard


https://portal.wdf.sap.corp/go/emea-dpo




Executive Sponsor (Global) Appointed

Type



Primary responsibility of an SAP Management Sponsor is to maintain executive-client contact. The Sponsor ensures that the correct information from SAP is reaching the executives in the customer’s organization. In addition, the sponsor is an advisor for the SAP Project Manager. Definition and assignment of SAP Management Sponsor has to happen upon definition of the Governance Model of a specific project.

Depending on the customer relationship and importance for the SAP Brand, a global or regional SAP Management Sponsor should be assigned. The board sponsor is the highest level of collaboration with the customer and designed to establish a strategic partnership with the customer


Establish and maintain top-level client relationships Execute board-level responsibilities Provide/align with project sponsorship for strategic vision and value realization Final resolution of all escalated project issues and risks


Additional / Global Information SAP Board Sponsorship Program Customer Office: Rainer Herkenrath


APJ: DACH: EMEA Core: LA: NA: Prime Project and Program Governance Model








+Policy

Service

Guideline

x

Standard

https://community.wdf.sap.corp/sbs/groups/executive-sponsored-customers-community


https://portal.wdf.sap.corp/irj/go/km/docs/corporate_portal/WS%20Field%20Services/Regions/North%20America/North%20America%20Field%20Services/Sales%20and%20Delivery%20Management/Services%20Sales/Deal%20Execution/Governance%20for%20Prime%20Engagements/DE36_Governance%20for%20Prime%20Engagements%20-%20Final.pptx

Thank you

Contact information:

Yogesh Kavita, Brett FarrellGlobal Services Customer Office

Quality Manifesto Supplement: Regional Variances Process

Business

Transcript of Quality Manifesto Supplement: Regional Variances Process