TGC World Limited Company Profile & Capabilities Document

Source 2.0 : Nearshore or offshore, BW, BI and DW Needs

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TGC World Limited Company Profile & Capabilities Document

TGC World Limited

Address: 13th floor ,York House,Empire Way,Wembley,London-Uk,HA9 0PA

Phone: 020 -3330 0319 / 020 - 3330 0322

[email protected]

www.tgcworld.com

Source 2.0 : Nearshore or offshore, BW, BI and DW Needs

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Document Control

Distribution

Document Name: TGC world Capability Document

Version No: 3.0

Version Date: Friday, 18 2010

Teams Author: TGC world

Issued By: Management Teams

Issue Date: Friday, 18 2010

Version Control

Version Date Comments

Capability Document 1.0 18 2010 Third Draft of TGC world

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TABLE OF CONTENTS

1 COMPANY DETAILS................................................................................. 3

2 TGC world CORE COMPETENCIES ........................................................ 4

2.1 DELIVERY METHODOLOGY............................................................................................ 4

3 SAP COMPETENCY CENTRE.................................................................. 5

4 SAP FUNCTIONAL AND TECHNICAL CONSULTING SERVICES ......... 6

5 SAP DUEL SHORE SUPPORT SERVICES.............................................. 7

6 SAP FUNCTIONAL & TECHNICAL CONSULTING.................................. 8

6.1 SAP HELP DESK SUPPORT.................................................................................... 8

7 SAP BUSINESS WARE HOUSE SERVICES.......................................... 13

7.1 SAP BW AREAS ....................................................................................................... 13

8 SAP SUPPORT METHODOLOGY .......................................................... 14

8.1 PRE-PLANNING ......................................................................................................... 14

8.2 PREPARATION ........................................................................................................... 14

8.3 EXECUTION INCLUDING TRANSITIONING ....................................................................... 14

8.4 REVIEW .................................................................................................................... 14

9 SUPPORT EXECUTION PROCESS........................................................ 15

9.1 SAP SUPPORT EXECUTION ........................................................................................ 15

10 TGC world RESOURCE POOL (ONSITE AND OFFSHORE) ................ 17

11 CASE STUDIES....................................................................................... 18

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1 COMPANY DETAILS

Head Quartered at London, TGC world is a fast growing global IT services and consulting firm providing instant, quality, time and cost efficient SAP configuration, SAP Implementation & Support, SAP business warehousing, business intelligence, data warehousing and application development services to companies and its business partners worldwide. With Offshore Technology Centre at India, Offices in UK, Scotland, Netherlands and USA, TGC world is equipped to deliver onsite-offshore services and professional consulting services in Asia, UK, Europe and US. With access to experienced talent pool, access to delivery infrastructures both at UK & India, TGC world is expanding its shores and is equipped to provide client specific, quality and reliable services.

Established in May 2004, TGC world is backed by over 500 man-months IT management, services and consulting experience. Two of the associated firms operate from London from past 5 years and have consulted by several global 2000 companies and fortune 500 companies. From the decade experience and backed by excellent resource pool, TGC world is uniquely placed in global market place through its unique approach delivering instant IT solutions and services. These solutions and services are backed with combined benefits of the latest technology and reliable quality services. Our experienced talent pool with support infrastructures are equipped to provide client specific, quality and reliable services.

TGC world is a privately owned London based IT services firm and none of the investments supported by any Venture Capitalist. Company strongly believes to build its successes following three fundamental business principles:

Provide Instant, Time efficient, Cost effective and Cost efficient services to companiesworldwide

Staffs are stakeholders in our future. Thus enjoy benefit of greater staff retention and increasedcommitment to the success

Deliver reliable and quality IT Consulting, SAP, SAP BW, Business Intelligence, DataWarehousing services and Application Development Services

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2 TGC world CORE COMPETENCIES

TGC world core competencies include:

SAP Consulting & Support

SAP Implementation

SAP Post Implementation Support Solutions & Services which include but not limited to SAPDevelopment, Customization, Configuration Management, Business Process Support,Maintenance and Help Desk Support Services in all SAP modules

Oracle Financials Application Setup, Installation, Configuration, Development and supportservices.

Data Warehousing, Solutions & Services – ETL Tools Expertise which include but not limited toInformatica, Oracle Development Suite of products, Cognos, Business Objects, Data Stage, AB-initio

Application Development, Maintenance and Support on Microsoft and Oracle technologieswhich include but not limited to Oracle Developer PLSQL, SQL Plus, SQL, Crystal Reports

SAP Upgrade and Maintenance Support Services

2.1 Delivery Methodology TGC world delivery methodology and business process approaches are reflected from the past project experiences and experiences by TGC world teams. These are directly based on several critical project factors and client specific needs. Our project execution models help us deliver complex IT solutions and services that are established and adopted from real-world experiences by TGC world teams.

We attribute our success due to:

1. Presence in UK-Europe & At India

2. Accelerated SAP ASAP methodology with TGC world expertise in dual-shore delivery model,change management, risk mitigation and audit, in order to deliver high-quality SAPimplementations at significantly reduced costs.

3. Availability of a core team of consultants with excellent SAP consulting and projectmanagement experience and ready access to high-end, project-specific SAP skills through pre-existing agreements with a network of SAP resource providers

4. Delivery Model which helps drive costs down without compromising quality

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3 SAP COMPETENCY CENTRE

TGC world combines it’s ASAP methodology with experience from different ERP Projects to offer a comprehensive suite of SAP services like:

SAP Functional & Technical Consulting Services

SAP Consulting Services include Functional and Technical Consulting on SAP development, program management, configuration, roll-down and customization support on almost all SAP modules which include but not restricted to SAP FI/CO, MM SD, HR, PM, PP, QM, CRM, SAP Basis…

SAP Business Information Warehouse Services (SAP BW)

SAP Maintenance / Upgrade Support Services

SAP Duel Shore Support Services covering helpdesk, functional and technical areas (Onshore, Offshore & Nearshore)

SAP Help Desk Support (To provide L1 and L2 support)

Please note:

Product literature on competencies enclosed / attached.

Visit http://www.tgcworld.com/downloads.asp to download SAP services brochures.

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4 SAP FUNCTIONAL AND TECHNICAL CONSULTING SERVICES

Regardless of how well an SAP solution or upgrade or service is carried out, the resulting solution has to deliver business value for the customer. It is in this context that our approach of working with our customers as partners, rather than as one-time vendors, is a key differentiator – because benefits of a typical SAP initiative accrue over a very long duration, far longer than the duration of the implementation or upgrade project. This approach helps us work closely with our customers across the entire life expectancy of their SAP solutions in order to identify areas for business improvements and benefits. Our approach is backed by the right mix of people, process, technology and infrastructure.

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5 SAP DUEL SHORE SUPPORT SERVICES

TGC world offers offshore support for existing SAP installations. We supplement standard support methodologies with our expertise in the dual-shore (onsite-offsite) delivery model quality processes to deliver reliable and cost-effective support solutions to SAP customers.

Call Levels

All the calls are classified into the following levels:

Level 1: Receiving and logging a call / ticket with the Help Desk.

Level 2: Analysis of an inquiry or a problem by reference to technical documentation, and resolution of the same without any change to the application code. These calls can often be closed by clarifying the procedure for using a pre-existing functionality to the end user. Repeated occurrences can be minimized through additional end user training.

Level 3: Analysis and correction of a fault by examination and possible change to the application code, interfaces or operating system. These calls occur due to defects or limitations in the existing installation.

Level 4: Analysis and correction of a fault, which has not been corrected by Second or Third Level Support and which has need of specific application knowledge, or which requires recourse to an external agency (viz. SAP) for more detailed assistance or change to the application code, interfaces or operating system. A bug in the SAP base product is one situation that will result in a Level 4 call.

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6 SAP FUNCTIONAL & TECHNICAL CONSULTING

Based on our experiences in managing complex SAP involvement, we have created remote managed services offering to address number of our customer. We provide remote support through dedicated, reliable and secure connection from our SAP centre of excellence to your site and allow you to gain access, benefits or outsourcing. Not only you gain our proven expertise in managing live sites, it also addresses your issues like high turn over of SAP professionals and lack of specialized and costly technical expertise.

Our SAP support centres at India and at London, we can provide 24X7 hourly around the clock SAP basis and functional development support. You also gain access to wide array of technical expertise to power your SAP by innovative & creative add-ons, changes etc. Our SAP maintenance services provide support in most complex areas of SAP and Basis Administration and Monitoring, Database Monitoring and Routine Health Checks, without having to shift your SAP Hardware and Infrastructure offsite. Our SAP maintenance Services enables you free up your SAP & IT Personnel to focus on strategic based development of services to both internal and external customers.

6.1 SAP HELP DESK SUPPORT TGC world Help Desk is responsible for receiving and logging end user calls; it also keeps the end user updated about the status of calls. At the basic level, a Help Desk is staffed by one or two persons, who receive and log calls in a Help Desk/Contact centre software. Most of the subsequent activities are automated through the software.

TGC world SAP consultants were trained/knowledge and had work experience on variety of Help Desk / Call centre software packages eg: Remedy, support works, royal mail, peregrine etc. The purpose of all these packages is to establish the Help Desk as the single window for reporting and tracking calls. Most packages support multiple channels of logging calls such as via e-mail, telephone or entry into a browser-based form that can be accessed through the Internet. TGC world Limited can work with your support packages.

Help Desks, typically those catering to more than 50 SAP users, can benefit by having a few lower-cost support resources. These resources need basic exposure to the customer-specific SAP solution and user documentation, in addition to knowledge in MS Office products, problem-solving skills, and social competence (such as customer orientation).

6.1.1 Help Desk support activities

1. Receiving, logging and acknowledging calls from end users 2. Classifying and assigning calls on the basis of level, priority, response and resolution time 3. Communicating call resolution details to end users 4. Updating Knowledge Management framework, if present, with call resolution information. 5. Closing calls upon resolution

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Helpdesk Incident Flow

Yes No

Helpdesk

Call Manager

Within Scope?

Assign to Functional /

Technical Team

Assign to SAP COE & Resolving agencies

Log in TrackIt

Power Users / Local IM

Call Processed?

Inform User

Close the call after confirmation

Request/receive more information

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Call Logging – A unique ticket number is assigned when the user first logs a call. An agreed priority will be set for the call at this time.

Call Assignment & Tracking - Each call is assigned to a support analyst, who will, following the diagnosis of the problem, compile an action plan for its resolution. This includes raising problems with any third parties providing fourth line support (where appropriate).

Call Reporting – Call status is available on the contact centre software on a 24 x 7 basis over the Internet. The ticket number is used as the unique call identifier. Based on the issue, tickets are going to classify as First level and Second Level. For each and every issue time frame is going to fix.

We now briefly explain Level 1 and Level 2 support areas below:

6.1.2 Level 1 support.

1. Creating new users

2. Changing authorization profiles for existing users

3. Checking the Authorisation issues / connectivity problems so on…

4. Track requests and respond to need for SAP GUI on desktop

5. maintain roles as needed to support staffing changes

6. assist as first level response on SAP functional knowledge issues

7. announce system outages and changes

8. Track the issue through its life-cycle from initiation of issue, resolution where possible, escalation when necessary, and logging of resolution, and closing of the request.

9. Log functional issues in Help Desk software

6.1.3 Level 2 support. Second Line Support Analysis of an inquiry or problem relating to the proper operation of a product or process by reference to technical documentation and resolution of the same without recourse to any change to the application code.

A minor change to configuration comes under second level support. In SAP FICO, problems in creation of master records like General Ledger, Accounts Payable, AR, AA and CCA, PCA.

Minor changes in configuration which is not affecting your regular business process can come under second level support.

Some of the issues come under second level are:

1. Changes in Master data. 2. Closing the periods and opening the periods 3. Maintaining no. ranges. 4. Maintaining foreign exchanges. 5. Posting some of the critical documents. 6. Report generation. 7. Assigning cost elements to cost centres. 8. Settlement of Internal Orders.

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Quick run on some of the issues supported by TGC world for various clients:

Issue Description Diagnosis Solution Problems in Automatic Payment Programme

Issue raised for not posting some of the vendors in Automatic Payment Programme even due date is over.

Issue is wrong grace period given in configuration.

Done Configuration for changing the Grace period.

Issue resolved and Closed.

Special GL Request

Client want to capture Employee related Transaction in special Reconciliation Ledger.

Creation of new Special GL indicators.

New Special GL Indicators created and transported to production server.

Issue resolved and closed.

Changing of some reconciliation accounts in special GL transactions.

Ticket raised for change the reconciliation account for some of the special GL transactions in production server.

Change is possible but problem will come at the time of clearing the old transactions.

Liaised with end user. Then after re configured reconciliation account. Conference call to end user and explained the process of clearing. Issue resolved and Closed.

Difficulty in posting transaction for incoming payment for multiple invoices.

Client asked for a programme where single payment received form customer for multiple invoices since huge no. of line items for each payment.

Check the possibilities for posting the document and selection criteria.

BDC is developed for posting the payment which will check reference field of invoice with customer excel sheet and clear the line item. This BDC will work with full payments only. Issue resolved and Closed.

Programme for check printing.

Client request for a programme, where continues checks can be taken for multiple banks in automatic payment.

Functional Specification is created by taking all the scenarios.

Programme is developed using ABAPER for printing checks continuously for multiple banks.


New Company code Creation of a new company code with the entire configuration in production server.

Check for all the possibilities in creation of Company code.

Configured new company code with entire configuration including no. ranges and transported to Production. Issue resolved and Closed.

Issues related Period end closing.

Issues are related to Period end closing like allocations and assessment in CCA.

Changes are required in allocation of Cost centres and Settlement of Internal Orders.

Shown the process to the end user about the settlement of Orders and allocations in CCA.


Year end closing End user Training on Year end closing.

Training related ticket. Training is given to end users. Issue resolved and Closed.

Balance Transfers Balance Transfer on year end.

As part of Training. Carry forward of balance to the next fiscal year is done.


Creation of New Document types.

Ticket rose for creation of new document types and no. ranges.

Take the exact need information from client and discussed.

New Document types are created and no. ranges created.

Issue Resolved and Closed.

TDS on Works Contract Request for configuring Tax deducted at Source on Works Contract

Checked for percentage to calculation the tax with client.

Configured TDS on Works Contract.

Issue Resolved and Closed.

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Sample of various Reports developed at TGC world by FICO team and ABAP resources are listed below:

Created various functional specs and developed reports and forms like Accounts Receivable report and JV forms.

Report for TDS on works Contract. 1st day report which is going to CEO for the status of complete Accounts Receivable and

Accounts Payable on the first day of every month. Balance sheet and Profit and loss statement for any given period is developed. This report will

give the balance sheet across the years, which standard sap is not support. Given end user training where necessary. Customer Balances according to Sales Orders. Report on Bills pending for payment. (Developed using SAP Query)

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7 SAP BUSINESS WARE HOUSE SERVICES Business Information Warehouse (sometimes shortened to “Business Warehouse” or BW) is a packaged, comprehensive business intelligence product centered on a data warehouse that is optimized for (but not limited to) the R/3 environment from SAP. Like most data warehouses, BW is a combination of databases and database management tools that are used to support management decision making. BW supplies the infrastructure typical of data warehouse, but also includes preconfigured data extractors, analysis and report tools, and business process models.

SAP’s reporting direction is to move all reporting from the underlying R/3 core system to BW. This not only optimises transaction processing on the core R/3 system but also provides a single data repository for all reporting.

Normally, initial development will start like:

1. Gather initial reporting requirements (based on site visits & teleconferences, workshops withSME’s and SAP Consultants within each functional team, and review of business processdocuments)

2. Consolidate into a Master Spreadsheet

3. Categorize into functional groups

4. Classify as R/3 v/s BW reports

5. Prototype the BW reports

6. Developing queries, info cubes and ODS according to reporting out puts.

7.1 SAP BW areas Some of the issues we resolved at TGC world for various clients for BW are:

1. Support at expert level for Development and Production issues

2. Liaised with basis for lcp/patches/support packs.

3. Resolving various Query performance issues along with other members of dev team.

4. Point of contact as in charge for production system which contains about 80 cubes and more then 328 dataloads per day where system is forces down at 11PM and should come up by 5 AM.

5. Liaised with sap UK and sap America to solve complex BW performance issues deployed in many locationsacross various hardware platforms and slow networking and old version of BW is in question.

6. Load balancing issues were resolved. Addressed BW sizing issues.

7. Planned for up gradation.

8. KT sessions with query developers as well as team leaders in the company.

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8 SAP SUPPORT METHODOLOGY TGC world support methodology is based on following key factors.

8.1 Pre-Planning

Understanding and defining the expectations of the customer in the areas of (i) Business continuity(ii) Usage improvement(iii) System administration, and(iv) Transition management.

Defining and signing-off the Service Level Agreement (SLA).

Estimating the team size and the onsite-offshore distribution of the FTEs (Full-time Equivalents) in the Functional, BASIS and ABAP categories. While broad guidelines from Gartner and others are available to arrive at this estimate (e.g. Number of FTEs = 2.5-4% of the number of Power Users), we may often need to carry out a ground-up estimation depending upon the specifics of the customer installation such as number of SAP modules, priority of calls and the response/resolution times stipulated in the SLA, extent and complexity of custom development present in the solution, and so on.

8.2 Preparation Knowledge transfer regarding the customer-specific SAP installation and support processes in use. Preparing the Operating Procedure Manual (OPM), based on our study of Business Blueprint and System Configuration documents generated during the implementation.

Releasing the approved version of OPM as version 1 for the Execution phase.Installing infrastructure and the necessary support software.

8.3 Execution including Transitioning The actual support provision process commences during this phase, which comprises of the following activities.

1. Providing support as per the agreed SLA.2. Daily review of call status to ensure that the service level conforms to the SLA.3. Submission of monthly reports on the project status.

8.4 Review Reviewing the following on a periodic basis:

(i) Level of adherence to SLA metrics(ii) Observations on system usage(iii) Discussion of additional training needs, if any(iv) Review of operating procedures, if necessary

Preparing an action plan to improve the uptime and usage of the system

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9 SUPPORT EXECUTION PROCESS Support shall be provided by a dedicated “TGC Support Center”, which shall be staffed with trained and experienced TGC professionals. TGC world’s Support Center will receive Level 1 or Level 2 calls from the customer’s key users via e-mail, telephone or a contact centre management software tool like Peregrine.

On receipt of a request / call, TGC world shall provide the following sequence of feedback:

Initial Response – The “top of the mind” response, given as soon as the call is received. For simple calls, this initial response could lead to resolution of the call, whereas, for midrange to complex calls, it may turn out to be an acknowledgement of the call.

Action Plan / Workaround – The list of activities identified for call resolution, provided after a detailed analysis of the problem.

Resolution – Performance of all activities listed in the action plan, so that the call is resolved /fixed. Once a call is resolved by TGC world, its closure is normally the responsibility of the customer.

9.1 TGC Support Execution We are describing below the key entities involved in the support execution process.

Project Management

As head of the TGC Support Centre, the Project Manager reviews the call status with reference to the SLA, provides feedback to the user community on call / resolution trends, areas of improvement in existing user documentation and supplementary end user training requirements. The Project Management group may also include some Quality Assurance FTEs for assisting the Project Manager in ensuring quality of the support process.

Help Desk

The Help Desk is responsible for receiving and logging end user calls; it also keeps the end user updated about the status of calls.

At the basic level, a Help Desk is staffed by one or two persons, who receive and log calls in a Help Desk / Contact Centre software. Most of the subsequent activities are automated through the software.

Product & Technology

The Product & Technology group is responsible for resolution of Level 2 through Level 4 calls. This group comprises of SAP Functional Consultants, BASIS Administrators and ABAP Programmers. All resources in this group come with in-depth knowledge and experience in the SAP base product. By virtue of the knowledge transfer that happens during the onsite phase, they also acquire a deep understanding of custom developments, reports, screens and BAPI / IDOC interfaces in use at the specific customer site.

Dual-shore Support Model

An SAP site that has crossed 2-3 months after go-live offers tremendous scope for adopting our innovative Dual-shore Support Model, where several support activities are carried out from offshore. In our dual-shore support model, a Project Manager / Project Coordinator located onsite manages the Help Desk and the Product & Technology group. The BASIS Administrator and several Functional Consultants, initially located onsite, move offshore after a certain duration that could vary from 15 days to six months, depending upon the size and complexity of the installation, end user knowledge level and customer’s comfort with the offshore support model. The onsite and offshore facilities are connected through appropriate WAN links, which support voice communications between the onsite and offshore team members and also serve as the channel for transporting patches, hot packs and

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scripts between the two facilities. In effect, the onsite and offshore facilities function as a single virtual unit.

Quality Assurance

We are in a position to add value to the following activities of a standard TGC support program:

· Ensuring SLA compliance.

· Assessing skills required of support team members.

· Handling change requests and custom development.

· Preparing and tracking revisions of the Operating Procedure Manual.

· Customer complaint resolution.

The maturity of our quality processes can be evidenced in the following section on process documentation and metrics.

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10 TGC world RESOURCE POOL (ONSITE AND OFFSHORE) The depth of SAP expertise available in our resource pool enables TGC world to deliver a wide range of SAP services.

We have access to a large pool right from London in most of SAP modules, Oracle Financials, Data Warehousing / ETL space. Glimpse of our large resource pool can be found from SAP skill matrix document which is available on request.

Sample summary of capabilities in our resource pool include.

1. Program and project management.

2. Change management.

3. Quality management.

4. Functional consulting and configuration management in SAP modules, including APO, CRMand BW.

5. BASIS activities like installation, administration and troubleshooting of SAP systems.

6. ABAP activities like developing complex ABAP/4 Reports (both Classical and

7. Interactive), Batch Data Communication Programs, User Exits, SAP Scripts and Dialog

8. Programs related to SAP R/3 modules, and

9. Interface development using ALE, BAPI and IDOC technologies.

In addition to our resource pool, we also have the capability to rapidly ramp-up based on specific client level engagements or contracts. We do not have offshore centre but strategic agreements with SAP Service partners empower us deliver extensive offshore support delivery capabilities.

As on date TGC world has over 1000 IT professionals working onsite at client / partner locations or at India.

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11 CASE STUDIES

Available on request.

TGC World Limited Company Profile & Capabilities Document

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