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SAP Report Card

Paul Gillin, VP of Editorial, TechTargetVicki-lynn Brunskill, site editor, SearchSAP.com

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About the survey

Conducted via Web form, August, 2002

Invitations sent to SearchSAP members

on nth name basis

501 surveys completed

Results to be published on

www.SearchSAP.com

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Highlights

Customers are, overall, pretty happy and

confident in SAP

Cost and documentation are SAP’s biggest

Achilles’ heel

CRM, SRM show weakest deployment plans

Supply chain, Financials customers are happiest

Customer loyalty is strong

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Demographics

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Title profile

Consultant15%

Other5%

IT staff33%

IT management

25%

Non-IT management

8%

Proj. mgt.14%

“What most closely describes your primary job

function?”

N=984

Demographics

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Company size

0 50 100 150 200

<500

500-1000

1,000-5,000

5,000-10,000

>10,000

# of respondents

=

“How many employees are in your entire organization?”

N=500

Demographics

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Release profileR/ 3 version

3.x16%

R/ 3 version4.x

77%

Other 7%

“Which SAP releases do you currently

work with?”

N=580

Multiple responses permitted

Deployment

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Migration plans

Next 12 months

20%

More than 12 months

No plans to upgrade

7%

Already upgraded

55%

Don't know2%

“What is your timeframe for

upgrading to version 4.6X?”

N=500

Deployment

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Deployment plans by module

0

50

100

150

200

250

Financials HR BI

In use now

<12 mos.

>12 mos.

Use altern.

Not app.

Don't use

Deployment

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Deployment plans by module -2

0

50

100

150

200

250

300

Supply Chain CRM SRM Prod. Lfcyc.

In use now

<12 mos.

>12 mos.

Use altern.

Not app.

Don't use

Deployment

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What they’re using

0 100 200 300 400 500

Production Plng. (PP)

Asset Management (AM)

Human Resources (HR)

Sales/ Distrib. (SD)

Controlling (CO)

Materials Mgt. (MM)

Financial Acctg. (FI )

=

“Which of the following SAP R/3 functionalities do you use?”

N=3337

Multiple responses allowed

Deployment

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What they’re using

0 100 200 300 400 500

I ndustry Solutions (I S)

Other

Quality Management (QM)

Project Management (PM)

Workflow (WF)

Plant Maintenance (PM)

=

“Which of the following SAP R/3 functionalities do you use?”

N=3337

Multiple responses allowed

Deployment

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Report card

2.0 2.5 3.0 3.5 4.0

Cost

Support

Performance

Features

Value

Reliability

Usability

Overall quality

Scalability

=

Average satisfaction ratings of SAP software features(1=very dissatisfied, 5=very satisfied)

N=3337

Multiple responses allowed

Satisfaction

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Value perception

Overall satisfaction ratings

3 3.2 3.4 3.6 3.8 4

Financials

HR

Supply chain

CRM

Bus. Intell.

1=low, 5=high

Value

Overallquality

Satisfaction

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Support report

1 2 3 4 5

Documentation

User education

Crisis

Pre-sale

=

“Rate your satisfaction with SAP customer support in these areas.”

Avg. N=358

Very unsatisfied Very Satisfied

Satisfaction

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Customer confidence

1 2 3 4 5

0% 20% 40% 60% 80% 100%

“Rate your confidence in SAP's ability to overcome current business challenges.”

Not confident Very confident

N=501

Attitudes

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Customers loyal

Yes30%

No53%

Don’t know/ no opinion

17%

“Is your organization looking more seriously at

alternatives to SAP products than it was one

year ago?”

N=984

Attitudes

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Value perception

1 2 3 4 5 N/ A

0% 20% 40% 60% 80% 100%

“What is your opinion of the following statement: “SAP products offer good value for the money?’”

Strongly disagree Strongly agree

N=500

Attitudes

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Market power in flux

Don’t know/ no opinion

14%

Declining25%

Increasing31%

Not changing30%“Would you say SAP's

market influence is…”

N=984

Attitudes