Presentation1w2
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1 1 December 2008 Proposal for India Dealer Management System Tata Consultancy Services Ltd. Submitted by
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Transcript of Presentation1w2
11 December 2008
Proposal
for
India Dealer Management System
Tata Consultancy Services Ltd.
Submitted by
21 December 2008
Contents
Solution outline
Maintenance and operation
Field support service
Training and helpdesk
Compatibility of STAR
Business operation flow
Indicative Project Schedule
About TCS
TCS‟ in Manufacturing & Automotive Industries
TCS‟ Range of Services
TCS‟ SAP Relationship & Value Proposition
TCS‟ Experience on DMS in India – A Case Study
TCS‟ SAP Shared Services Support Model
TCS‟ Relationship with Nissan
31 December 2008
Solution Outline
1 Basic profile
1-1 Company name Tata Consultancy Services Ltd.
1-2 Partner company name SAP India Private Limited
1-3 Number of option 1
2 Solution pattern
2-1 Use Package software? Yes
2-2 Product name and version SAP CRM 2007, SAP DBM 6.0, SAP BI 7.0
2-3 ASP basis? Yes
2-4 Only on Web? Partially
2-5 Client server? Yes
2-6 Stand-alone basis? No
51 December 2008
SAP DBM Basic Architecture: DBM Order Engine
Order
Creation
Parts
Allocation
Order
ConfirmationInvoicing
Service
Scheduling
Process
steps
(DBM)
DBM orderSales, Service, Parts
Expert and tailored
user interfaces
Material
Mgmt.
Sales &
DistributionFinancials Controlling
Logistic
Exec.HR
DBM core
Action concept- Pricing, costing
- Printing, messages
- Log, history
- Document flow
- Documents
61 December 2008
Exhaustive Process Coverage
顧客特定Marketing
顧客特定Vehicle Sales
顧客特定Order Mgt. & Delivery
顧客特定
Procurement & Planning
顧客特定Financial
顧客特定
Service shop/Parts Sales
顧客特定Warranty
顧客特定Marketing
顧客特定Forecasting
顧客特定Order Mgt. & Delivery
顧客特定
Procurement & Planning
顧客特定Parts Sales
顧客特定After SalesService
顧客特定Warranty
Campaign
Sales Activity
Orders
Delivery
Invoice
Payment
Service
Call
Claim
New Car info
Forecast
Orders
Delivery
Parts OrdersDelivery
Claim
Supply Commit
Delivery
Orders
Delivery
Parts Orders
Claim
Distributor/OEM
Supplier
Customer Information
Owner Information
Vehicle Information
Parts Information
HR Information
Warranty Information
Field technical Info.Recall/Campaign
Dealer/Branch
Customer
Real time information
Real time information
DMS
71 December 2008
SAP for Automotive – Dealer Business Management
This solution addresses workshop management in larger dealerships or
dealership organizations, vehicle sales, parts sales & vehicle repair. Quick and reliable services that include an efficient handling of service requests,
allow appointment planning on real-time data.
Dealer
Management
System
Master Data
Vehicle and customer data, parts and prices, labor operations and packages, catalog integration
Processes at Dealership
New and used car sales
Service parts sale including cash desk
Service order fulfillment
Multi Resource Scheduling
Warranty claim creation integrated
SAP ERP based
Fully integrated into SAP Controlling and Accounting
Supports building an enterprise using flexible org. structure for logistics, accounting and HR
Shared services for HR, Purchasing, Inventories, Controlling, Accounting, Analytics, etc. at dealerships
Interface Technology
SAP NetWeaver as basis for tight integration to OEM and other external systems and services
User Interfaces
New
Car
Sale
Used
Car
Sale
Service
Parts
Sale
SAP ECC 6.0
SAP NetWeaver
SAP FOR AUTOMOTIVESAP DEALER BUSINESS MANAGEMENT
Service
Fulfill-
ment
Warranty
81 December 2008
SAP ECC 6.0
NMIPL OEM SAP/Legacy Instance NMIPL Dealer Landscape
Dealer Company Codes
Standard ERP Modules
FI/CO MM SD
Vehicle sales
Vehicle Service
Spare parts Sales
Warranty Claim
NMIPL Chart of Accounts
NMIPL Cost Center Structure
NMIPL Master Data Records
Dealer Chart of Accounts
Dealer Cost Center Structure
Dealer Master Data Records
Sales Order
Purchase
Order
Delivery From
NMIPL
Billing From
NMIPL
Payment
Warranty
Claims
Proposed Solution Landscape
DBM
Business Warehouse (BI 7.0)
Role Based SAP GUI / Browser Access
Tally Accounting
/ Legacy system
Customer Analytics
Lead Management
Campaign Management
Inquiry
Call Center
SAP CRM
2007
91 December 2008
Proposed Landscape
Who is hosting this?
How are dealers
connected?
Is there a OEM
component of
DBM?
How is this
effected? Web
Services?
What are all the system
requirements at dealers‟ end?
Is this a hosted
solution i.e. one
instance will be
there for all the 78
dealers?
Specify the internet
access methods
101 December 2008
Tune Your Business Processes to Deliver Improved Profitability
Synchronize and Automate OEM/Dealer Activities
OEM/Dealer Integration
FINANCE,CONTROLLING & BACK OFFICE
PARTS & SERVICE POINTS
VEHICLE INVENTORY
CUSTOMER MANAGEMENT
• Increases profitability through
synchronized factory/dealer activities that
integrate sales and service, warranty,
leasing and finance, insurance parts
• Lowers dealer operating costs, with the
automation of business-critical processes
and the reduced need for multiple, disparate
dealer applications
• Improves operating efficiency by providing
a single system that supports shared
services across accounting, HR, purchasing
and reporting
• Lets dealers use technology to innovate,
drive growth and profitability at their
pace—not the DSP‘s
Dealer/Dealer Integration
3rd PARTY
OEM
LEASING &
FINANCE
SERVICE
PARTS VEHICLE
DEMANDBRAND &
CUSTOMER WARRANTY
SALESMARKETING
BACK OFFICE
FINANCE PARTS
WARRANTY
MANUFACTURING
IMPORTERSIMPORTERS
DEALERSHIP
LEASING &
FINANCE
BRAND &
CUSTOMER
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O SDEALERSHIP
LEASING &
FINANCE
BRAND &
CUSTOMER
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
DEALERSHIP
LEASING &
FINANCE
BRAND &
CUSTOMER
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
CUSTOMER
111 December 2008
Maintain DMS to fit with Indian dealer requirement
1400 Of customers use SAP ECC (=ERP) in India. These solutions are localized for Indian requirements
(e.g. tax regulation)
SAP Dealer Business Management (DBM) is built on this platform and can re-use the proven localization
DBM itself has a flexible architecture (workflow engine called DBM order engine, see next slides for
details; as well as user interface flexibility) that delivers standard business processes and allows to insert
additional process steps and other adaptation of this workflow. The domain experts from TCS (DMS and
India requirement knowledge) will use the flexible architecture of DBM to configure a DMS specific for
India (based on the existing global DBM best practices) and will take care of Nissan specific requirements
(e.g. specific fields, workflows, authorization, …)
SAP Automotive Retail Best Practice
DBM, CRM, (DP, VMS), …
ECC*
NW
Nissan India “Best Practice” Layer
Nissan India Layered Dev.
Nissan India Process Config.
DMS
*India Legal requirements (e.g. taxation)
SAP DBM flexibility used to
accomplish Nissan India DMS
requirements that deviate from pre-
configured SAP DBM Best
Practices
India Legal Requirements
121 December 2008
Maintenance and operation –
Implementation & Rollout Approach
Phase I:
Define DBM Roadmap
Solution Development-
Vehicle Sales, Service and
Spares Mgmt
Phase III:
Application Maintenance and
Support
Phase II:
Roll-Out to
dealerships
Pilot Launch
Launch Roll-out
Key Roll-Out Activities:
Capture Local requirements such as site-specific processes and differences with centralized
NMIPL process.
Develop local interfaces programs, as applicable
Conduct Super User/Users Training for DBM system for dealers and OE M
Desktop/Printer and application setup at dealer terminals
Testing the Connectivity at dealer terminals
Handholding
131 December 2008
Maintenance and operation – Implementation
In line with ASAP Implementation Methodology
Define the scope and project plan Define project goals and high level issues to be resolved Establish the project organization and standards Perform technical & security planning Ramp-up Team Setup technical infrastructure Identify tools, templates, documentation standards for the project Preliminary strategy and approach, estimation Conceptualize the new system
Business Process Analysis Develop BPR strategy, change management plan Security profiles Finalize the Project Scope Review – Effort, Cost & Time
Initiate Impact Analysis, Custom Developments Test Scripts – Collections Prepare DEV Environment
Design new business processes Business Blueprint Workshops System Configuration Training and Testing Strategy Define add-on functionality to be developed Test Case Preparation Custom Development – Req. Analysis Training Materials – Start Preparation GUI Rollout / Desktop Strategy
Define main new business processes Complete System Configuration, test Design customizations, development and unit testing Prepare master data Create business migration plan, training plan Execute Integration Testing Final testing of system, system and performance testing Prepare Training Material, conduct user training Create operation manuals
Online & Offline Backups “Train-the-Trainer” / end user training
User acceptance testing Go-Live Check lists Complete Migration preparation Prepare for Go-Live Set up – Go-Live Help Desk
Mock Cutovers Mock Cutover Analysis
Cut Over to Production System Critical Business Process Testing Go - NO GO decision Post Go live support Issue resolution Post Go live support Issue resolution
Pre-Project Preparation
Project Preparation
Business BlueprintRealization
Cutover PreparationProduction Cutover and Support
141 December 2008
Maintenance and operation –
Organization Plan
TCS Project Team
Experts from SAP
TCS Rollout Team IDM
TCS Program Manager- NMIPL Program Manager
NMIPL
Dealers
Support Services Group
SAP Product Support
TCS CRM CoE
Steering Committee(NMIPL Management, TCS Management, SAP)
Subject Matter Experts
QAG
SEPG
Interface Application Group
SAP DBM SMEsSolution Architect
SAP Basis/DBA
Training Experts DBA & Network Specialist
Dealer System AdministratorIntegration
Expert
Project Manager
Lead Trainer
Project Coordinator
Integration Expert
SAP UI ConsultantsSAP DBM Technical
Consultants
SAP BI Consultants
SAP DBM SMEs/QA SAP DBM Technical Consultants
Pre Deployment
SEPG: TCS‟ Software Engineering & Performance Group QAG: TCS Quality Assurance Group IDM: TCS Infrastructure Development & Management
151 December 2008
Maintenance and operation –
Organization Plan
TCS Support Team
IDM
TCS Project Manager- NMIPL Project Manager
NMIPL
Dealers
Support Services Group
TCS CRM CoE
Steering Committee(NMIPL Management, TCS Management, SAP)
Subject Matter Experts
QAG
SEPG
Dealer System Administrator
Lead Trainer
Front Desk Executives
SAP DBM SMEs
SAP DBM Technical Consultants
SAP Product Support
Post Deployment
161 December 2008
Maintenance and operation –
Communication Plan
TCS TEAMProject ManagerSolution ArchitectDBM Consultants
• Project Issues and Risks to be
addressed in meeting.
• Project Schedule related issue to
be discussed
Frequency : Weekly
NMIPL Project Manager
TCS MANAGEMENTProject Manager NMIPLTCS Management Representatives
• PM to Report Status & Progress of
Project in meeting.
• Problems/Issues in Project to be
discussed.
• Resource Requirement Plan &
Resource Availability to be
discussed.
• PM to submit a fortnightly
progress report
STEERING COMMITTEE TCS Project Manager
TCS Management RepresentativesNMIPL Project Manager
NMIPL Management Representatives
SAP Representative
• Major issues needing immediate action
• Change Requests needing immediate
action
• Changes to the schedules, if any
• Problems encountered and corrective
actions taken
• Any decisions on technical matters.
• Activities completed against planned
• Milestones achieved
Frequency : Fortnightly Frequency : Bi-Monthly
• Review Progress of Project
• Discuss Any issues and risks pending for
resolution, change management, schedule.
PROJECT MANAGERSTCS Project ManagerNMIPL Project Manager
Frequency : Weekly
171 December 2008
Field support services
TCS‟s presence across multiple cities of India can be leveraged towards field
service support.
Field Support (installation and reinstallation of client software for PC Clash or
additional PC) can be provided by Help Desk support as L1 and L2 support.
SoP (Standard Operating Procedures) can be prepared to guide new users for
various IT and business processes related support
e-Learning/CBT to be leveraged to ensure uniform and faster learning across
geographic spread
Remote software to be leveraged to support remote sites
181 December 2008
Training and Helpdesk - Training
Training Approach
Gather Training
Requirements
Training Need
Identification
Analysis
Training Plans
and Schedule
Development
Define Training
Tracks
Training Material
Preparation
Training
Environment
Setup
Training
Administration
and Logistics
Set up Training
Management
Process
Deliver Training
Documents to
NMIPL
Train the Trainer
Initial Training for
Dealers and
OEMs pre
deployment
Update Training
Plans /
Documents
Ongoing Training
on need basis to
NMIPL post
deployment
Computer Based Training for online Self-Learning
Quick reference guide
Basic computer training (1*8 hours)
DBM Training - Instructor Led Class Room Training for Three days (3*8 hrs)
Batch size - 15
191 December 2008
Helpdesk – NMIPL - TCS – SAP Support Structure (SAAS)
- Customer Message Flow
End-CustomerSAASScreen-access or on-site
Using DMS (=SAP DBM, SAP ERP, …, TCS Layers)
Working on:1st-3rd for SAAS DMS
(ERP, DBM, …, TCS Layers)
1st Level
2nd Level
3rd LevelWorking on:
Any SAP product
Message
= Message flow
SLA between
TCS and Nissan
SLA between TCS and SAP
TCS
SERVIC
E
SAL
ES
DEALER
1st Level
2nd Level
3rd Level TCS/Nissan Layer
Full DMS
= SLA
Message (Back-to-back agreement)
201 December 2008
Training and Helpdesk - Helpdesk
Options for Helpdesk
• Product vendor helpdesk
• Business helpdesk - Level 1 support on 24*7 basis
• TCS Helpdesk on need basis (8*5)
211 December 2008
SAP, TCS and STAR
SAP is closely following and supporting the need to standardize the
communication between OEMs, National Sales Centers, Dealerships and
other parties involved in Automotive Retail
SAP has proven that the SAP platform can be used for STAR communication.
The “SAP Business Package for STAR” offers support for some STAR
documents (details see next slide)
As OEM interfaces and other interfaces (e.g. to national vehicle registration
centre) are key for effective DMS, the strategic partnership of TCS and SAP
has the goal to deliver the required interfaces and necessary ongoing
maintenance and updating for major brands on a global level (see next slide).
Based on a “message hub”, various types of interfaces will be built by SAP
and TCS as part of this proposed “interface factory”. The goal is to work
towards STAR standard compliance, while considering the need for non-STAR
interfaces also in some brands/countries as well.
All required interfaces can be provided within the implementation project. SAP‟s system is open for
integration and SAP integration tools (Netweaver XI) will be leveraged to accomplish the required OEM
integration.
221 December 2008
SAP Business Package for STAR
The SAP BUSINESS PACKAGE FOR STAR includes XI Mappings and XI BPM to support the STAR standard (Standard for Automotive Retail Rev. 2.0) plus XI SOAP-Adapter. Processes currently supported are:
Category Version
Parts Order to Invoice 2.0
Vehicle Service History 2.0
Sales Lead 3.0
231 December 2008
SAP Automotive Retail Best Practice
“Message Hub”
Interface Factory – TCS-SAP Partnership
Nissan India Nissan UK
Nissan global
OEM 2 India OEM 2 UK
OEM 2 globalLocal solutions
(e.g. vehicle evaluation, eBay)
SA
P X
I
DBM, CRM, DP, VMS, …
ECC
NW
Nissan “Best Practice” Layer
Nissan Layered Dev.
Nissan Process Config.
DMS
*Note: The TCS/SAP message
hub uses STAR where applicable
241 December 2008
Increase Profitability and Focus on Multi-Brand –
Vehicle Sales
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Used Car Sales
All information in one screen,
including customer, vehicle, warranty,
inventory, and so on
Used cars process is implemented as
a return and buy-back process
Consolidated view of available
inventory
Improved order delivery velocity
New Car Sales
Common database for vehicles and
customers
Multi-brand capable
Event-specific tracking of vehicle
inbound logistics
Detailed pricing information, direct
posting into accounting, and
document flow
Value Drivers
Customer
Satisfaction
Visibility of
Vehicle Inventory
Multi-brand
Capability
Common Vehicle &
Customer Database
Cost control for
Distribution & Sales
Upload of external
Documents
Vehicle Evaluation &
Price Determination
251 December 2008
Business operation flow –
Vehicle sales processSales Order Billing
• Create, post and print billing docs
• Integration into accounting, tax decl.
• profitability anaylsis
Purchase of New Vehicles
• Vehicle Ordering via OEM system
• Receive OEM confirmation +
updating vehicle data
• Creation of purchase order in DBM
Vehicle Inbound Logistics
• Move Vehicle into inventory, status
• Receive incoming invoice
Integration to accounting
Quotation
•Create vehicle
•Assign customer
•Create quotation
Sales Order• Convert quotation or create a new sales order
• Search vehicle
• Check + Complete Customer & Vehicle data
• Order & Pricing details
• Check credit limit
• Print sales order
Delivery and Goods Movements
• Inventory Management
• Status Tracking
• Print of Shipping Doc.
Vehicle sales
+ Down payment
Down payment
•Create Downpayment request
•Post Down pament request
•Clear down payment
Service order
• Create a service order for preparation
for vehicle sales.
•release, confirm and create billing for the
vehicle
261 December 2008
Business Scenario Map
(Customer – Dealer interaction)
CustomerSales
(Dealer)Business benefitsOEM
Accept quotation / order the vehicle
Create vehicle
Create quotation
Create DBM order
Order confirmation
Assign customer to vehicle
Create quotation / pre-order
Request for quotation
Execute vehicle configuration
Create down payment request
Down payment request
Post down payment request
Check down payment request
Check down payment
Down payment to the dealer
Business benefits
Consistent vehicle
data management
across sales and
service
Transparency of
sales process with
both customer and
vehicle-centric
views
Down payment
process integrated
in DBM order and
accounting
Consistent vehicle
and order
configuration
271 December 2008
Business Scenario Map
(Dealer – OEM Interaction)
Order confirmation
Purchase order
Post goods issue
Post goods issue
Create billing document
Update vehicle /assign VIN
Create serviceorder
Bill
Payment
Create billing document
Goods receipt
Create incoming billing
CustomerSales
(Dealer)Business benefitsOEMBusiness benefits
281 December 2008
OEM Payment
Business operation flow –
Parts ordering (ERP Procurement)
Creation of Parts Master Data
Easy to use material master
maintenance transaction
Parts master data creation
and change via interface
Parts Procurement
Create Purchase Order with Part
number, quantity, price, delivery
dates to a OEM.
Delivery and Goods Movements
Receipt of Advice note. GR.
Vendor Invoice verification
Vendor invoice verification done
based on PO and GR.
Based on the agreements,
payments are made.
Dealer - OEM
291 December 2008
Cash Desk
Business operation flow –
Parts sales process
Creation of Parts Master Data
Easy to use material master
maintenance transaction
Parts master data creation
and change via interface
Service Parts Sale
Order, vehicle and pricing details
Standarized catalog interface
Credit limit check
Part supersession and availability check
Print order
Delivery and Goods Movements
Inventory Management
Print of Shipping Document
Service Parts Sales Order Billing
Create, post and print billing docs
Integration into accounting,
profitability anaylsis, etc.
Easy to use cash desk for cash
and credit card payments OTC
Integration into accounting
Cashing-Up
Printing of sales checks
Dealer - Customer
301 December 2008
Improve Operating Efficiency –
Warranty Claims
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Service
Accounting Parts
Management
A U T O S
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Customer
SatisfactionVehicle Recalls Cost Control
Warranty Claims
Administration
Warranty
Online check for vehicle‘s
warranty status and applicable
recall campaigns
Integration of service order
processing to SAP Warranty
claims processing
Claim creation for selected
service order items and jobs
Status tracking of claims process
Separated bills and cost
settlement per warranty, good-will
and billable services
Value Drivers
311 December 2008
Business operation flow –
Warranty Claim ProcessAnalytics
Claim Entry
Master warranty
Catalog integration
Recall and technical campaigns
Warranty Claim Processing
Claim evaluation and validation
Claim split
Mass processing
Return parts monitoring
IntegrationIntegration in financials and
logistics (Distribution and Dealer System)
Channel Partners
Claim submission
Claim tracking
Return parts including label printing
Credit and debit memos
Failure pattern for parts
Returned parts analysis
321 December 2008
Concept of Warranty Claim Processing
Claim
Dealer Service Order Importer / OEM OEM/Vendor
Price
Claim
Validate
ClaimSAP ERP
Financials
Doc.
Send
Claim
SAP ERP
Financials
Doc.
...
CLAIM CREATION CLAIM PROCESSING CLAIM REIMBURSMENT
Generate
Claims with
Defect Codes /
Repair Code
Create
Service
Order
SAP ERP
Financials
Doc.
331 December 2008
Business Scenario Map – General Ledger
Business Benefits Actual PostingsPeriodic
ProcessingReporting Business Benefits
The General Ledger
Accounting
component is used for
managing and
supervising your
posted documents
and your cash
situation. Basis for
the cash situation is
the Balance Sheet /
Profit and Loss
Statement.
Display Compact
Document Journal
Display Document
Journal
Post General Ledger
Documents with and
without splitting
Display Accounts
Balances
Display Document
Predefined reports are
available for General
Ledger Accounting.
These reports are
arranged in a standard
report tree. The reports
enable you to evaluate the
posted data according to
various criteria.
Reporting
Reporting
341 December 2008
Business Scenario Map – Accounts Receivable
Business Benefits Actual Postings Periodic Processing Reporting Business Benefits
Run the Dunning
Program
Set / Check Credit
Limit
Start Interest
Calculation
Reporting
Predefined reports are
available for Accounts
Receivable. These reports
are arranged in a standard
report tree. The reports
enable you to evaluate the
posted data according to
various criteria.
The Accounts Receivable
component is used for
managing and supervising
customer postings like
invoices, down payments
and so on.
Down Payment
Request
Posting Customer
Invoice
Down Payment
Clearing
Post Payment using
the Payment Program
Post Down Payment
with Payment
Program
351 December 2008
Business Scenario Map – Accounts Payable
Business Benefits Actual Postings Reporting Business Benefits
The Accounts Payable
component is used for
managing and supervising
vendor postings like
invoices, down payments
and so on.
Predefined reports
are available for
Accounts Payable.
These reports are
arranged in a
standard report tree.
The reports enable
you to evaluate the
posted data
according to various
criteria.
Reporting
Down Payment
Request
Posting Vendor
Invoice
Down Payment
Clearing
Post Payment using
the Payment Program
Post Down Payment
with Payment
Program
361 December 2008
Business Scenario Map – Cash Journal
Business BenefitsCash Journal
PostingReporting Business Benefits
Posting Customer
Invoice
Posting Incoming
Payment
Clearing Customer
Invoice
Print Cash Journal
The system provides a
standard report for
printing receipts.
The system provides a
standard report for
printing the cash journal.
The Cash Journal
component is used for
managing and supervising
cash hold at the company.
The system allows you to
post your incoming and
outgoing cash to cost
centers, profit centers, etc.
You can directly post to
tax accounts. You can use
one-time accounts.
You should run a separate
cash journal for each
currency.
Print out a Receipt
371 December 2008
Put the Customer in the Center
of Your Business with CRM
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
Common Customer
& Vehicle database
Information
Available at Hand
Increase Share of
Wallet
Customer
Analytics
Customer Management
Customer-centricity embedded in
all scenarios
Proactive engagement via Fact
Sheet and Memo Pad
Sales activities (e.g., Lead
Management)
Complaint Management
Lean Marketing
Value Drivers
381 December 2008
Business operation flow
S&M/CRM information sharing with OEM
Customer Dealer OEM
Monitor
Pipeline
Create LeadInquiry
Do Follow-up
Win / lose
Analyse
Customer related
information
Capture
customer information
Launch Campaigns
391 December 2008
Increase Customer Retention and Fixed Operations
with better Service
LEASING &
FINANCE
BRAND &
CUSTOMER
DEALERSHIP
Customer
Management
Vehicle Sales/
Administration
Vehicle
Services
Accounting Parts
Management
A U T O S
New
Car
Sales
Used
Car
Sales
Service
Parts
Sales
Service
Fulfill-
ment
Warranty
End-to-end
Process
Value Drivers
Customer
Satisfaction
Catalog
Integration
Multi-brand
Capability
Warranty
Claims
Cost
Control
Optimization of
Parts Stock
Utilization of
Workshop Personnel
Inventory and
Availability Check
Service Fulfillment
Appointment & Service order
scheduling engine: service dates,
technicians, tools, bays, and
utilization reports
Easy one-screen navigation for
vehicle and service-related data
Integration of warranty claim creation
Catalog integration for labor
operations, parts, and defect codes
Detailed part pricing and availability
check
Service Parts Sales
Easy-to-use transaction to sell service
parts including a cash desk for over-
the-counter sales
OEM parts master
Online availability check during order
creation
Stock overview across dealer sites and
central purchasing
Parts pricing information online
401 December 2008
SAP DBM: Service Process
(Booking, Receiving, Delivery)
Quotation for Service Order
• Check and complete customer and vehicle data
• Enter service order data, jobs, and item details
• Check parts availability and credit limit
• Warranty and recalls
• Evaluate pricing
• Print quotation
Service Order Processing• Convert quotation or create service order
• Check and complete customer and vehicle data
• Enter service order data, jobs, and item details
• Check parts availability, credit limit, warranty, and recalls
• Evaluate pricing online
• Print quotation
• Release order for scheduling and execution
Service Order Confirmation
• Record spent time/
working units and material
consumption
Service Order Split
• Split service order, items or jobs
warranty/good will, internal order, CCs
• Create warranty claim
• Claim sending, receiving and processing
• Check return parts
• Evaluate detailed pricing
• Print service order and claim
Service Order Billing
• Create, post and print billing docs
• Integration into accounting,
profitability analysis, tax decl.
* Workshop / Body shop / Repair order
also have similar process flow
411 December 2008
MRS, Appointment Scheduling
and Time RecordingMonitor execution
Customer calls for appointment
• Customer call received
inquiring about cost and
time slot available
Workshop accepts and executes repair
• Workshop employee accepts
and executes
• Time recording started
• MRS supervisor monitors job
execution and reacts upon
resource and part
delays/shortages
Identify customer/work
• Customer gets created or
identified in the database
• Identify required work
Create order and make an appointment
• Rough job scheduling
• Planned durations
• Rough team assignment
• Replacement vehicle
• Service advisor assignment
Create assignments and resolve conflicts• Service teams
• Detailed assignment of technician/team
• Fine scheduling
• Assignment of tool resources
• Execution monitoring
421 December 2008
CustomerService Advisor
(Dealer)
Technician/Parts
Employee (Dealer)
Warranty Clerk
(Dealer)
Customer comes
for 20,000 KM
serviceCreate/update
service order
Check credit limit
Check warranty
Check recalls
Add recall items
Add 20,000 KM
package
Customer
receives info
Complains about
―noise‖Adds operation
Save service order
Print work
confirmationSigns work
confirmation
Detailing jobs
Vehicle data
management
Business Benefits Business Benefits
Vehicle history
record through
VMS action controls
Flexible process
control through
DBM order engine
Service package is
read from master
data and can be
created according
to OEM standards.
Options to select
the required parts
via Supersession
Parts availability
& Supersession
Vehicle Service and Recalls:
Business Map (1)
431 December 2008
Check claim data
Test drive
Create split
Create claim
Vehicle repair
Confirmation &
goods issue
Additional part
search
Confirmation &
goods issue
Forward claim to
OEM (reimburser)
Stock overview
Vehicle data
management
Service order
splitting for multiple
bill-to parties
Costs of goods
issue and service
confirmation is
booked
Warranty claim
creation and
monitoring can be
done within service
order.
Release order
Technical
completion of
jobs
CustomerService Advisor
(Dealer)
Technician/Parts
Employee (Dealer)
Warranty Clerk
(Dealer)Business Benefits Business Benefits
Vehicle Service and Recalls:
Business Map (2)
441 December 2008
Receive claim
response
Create version IV
Create invoice
Pick up vehicle
PaymentCash document
Check vehicle
data
Post to SAP ERP
Financials
Cash desk
processing
Vehicle data
management
Integration with
SAP ERP
Financials
Warranty claim
creation and
monitoring can be
done within service
order
Check claim
status in service
order
CustomerService Advisor
(Dealer)
Technician/Parts
Employee (Dealer)
Warranty Clerk
(Dealer)Business Benefits Business Benefits
Vehicle Service and Recalls:
Business Map (3)
451 December 2008
Business operation flow –
Parts supersession
Order Supersession
Order Supersession takes place
automatically in the background
based on Master data and
Configuration settings
Supersession selection
Available multiple superseding
materials with validity and
quantity.
Quantity can also be adjusted
based on appropriate material
selection
Quantity Split
The quantity split can be split
into several items based on
the Supersession chain
Materials used on orders
The order processing uses
the superseding materials,
relevant pricing in the order
process cycle.
461 December 2008
Business Operation Flow –
Supersession
DBM supports the supersession functionality
Order supersession takes place automatically in the background
Example, part A must be replaced by part B, this replacement creates a relationship between part A and part B.
When you create a new parts item, you can choose one of the two materials displayed in a dialog box. Supersession takes place based on the quantity, in other words, the order quantity is used.
When you create a new parts item, you can choose one or both of the materials displayed in a dialog box. By selecting the appropriate material , the user can adjust the quantity as required.
471 December 2008
Business operation flow - ETA
Available To Promise
RequestNissan
Dealer?
!
Companies use predefined rules to optimize the decision-making process for choosing between
alternatives such as products, locations, or production process models. It is possible to confiugure
Forward scheduling or Backward scheduling based on the business needs. It is also possible to configure
Consumption based planning also.
Available To Promise
Response
481 December 2008
Business Operations Flow –
Availability and Parts Ordering
Check ATP
At plant / storage location
At nearest plant / storage location
Across all plants / storage locations
SupersessionSystem provides list of parts which
can be superseded, including the stock
information
Trigger Purchase requisitionDocument flow
Controlling integration for external services
Goods receipt integrated into service order
Reservation Creation
System creates reservation for non-
purchased and stock-relevant part
items
Online availability check during order
creation
Stock overview across dealer sites and
central purchasing
Parts price information online
Trigger procurement from the parts order
Supersession capabilities
491 December 2008
SAP NetWeaver – One integrated Platform
SAP NetWeaver™
Co
mp
osit
e A
pp
lic
ati
on
Fra
me
wo
rk
PEOPLE INTEGRATION
Multi channel access
Portal Collaboration
INFORMATION INTEGRATION
Bus. Intelligence
Master Data Management
Knowledge Mgmt
PROCESS INTEGRATION
Integration
Broker
Business
Process Mgmt
APPLICATION PLATFORM
J2EE
DB and OS Abstraction
ABAP
Life
Cyc
le M
gm
t
A single user
across the
stack
Compose
apps across
the stack
―Save as
iView‖
Data integrity
across exist.
messaging
layer
Collaborate
anywhere,
anytime
Monitor all
technologies
and apps from
1 location
Doc. Workflow
integrated w/
processes
501 December 2008
SAP NetWeaver Process Integration Capabilities
Process Integration
Enterprise Services Repository
Enhanced Design Capabilities
Service Enabling
Services Registry – UDDI V3.0
Additional WS Standards
WS Reliable Messaging
WS Policy
WS Security and SAML
High Volume Support
Reduced sizing
Improved performance for ccBPM
Message bulking
Prioritized message processing
Local processing in Adapter Engine
Value Proposition
Save operational costs
Enable process-transparency
Integrate SAP & Non SAP
Leverage open standards
Reliable Messaging & Queuing
Software Lifecycle
Security
User Management
Scalability
High Availability
Archiving
Configuration
Monitoring
Administration
Dynamic Routing Transformation Connectivity
Infrastructure Services JEE5 / ABAP
BAMProcess
Automation
Process Integration
Service Bus
User Interaction (Task Management etc.)
B2B Partner3rd Party
Middleware3rd Party
ApplicationSAP
Reliable Messaging & Queuing
Software Lifecycle
Security
User Management
Scalability
High Availability
Archiving
Configuration
Monitoring
Administration
Dynamic Routing Transformation Connectivity
Infrastructure Services JEE5 / ABAP
BAMProcess
Automation
Process Integration
Service Bus
User Interaction (Task Management etc.)
B2B Partner3rd Party
Middleware3rd Party
ApplicationSAP
511 December 2008
Business Scenario Map – Profitability Analysis
Business Benefits ERP System Planner Business Benefits
The planner is able to enter
manual corrections.The system provides the planner
automatically with historical data
as a basis for the planning.
Enter planning data
Provide historical data
The system provides automated
plan functionalities.
A plan/actual comparison allows
the adaptation of the plan data.
Forecast
Revaluate
Plan/Actual comparison
Adapt planning data
521 December 2008
Which are the largest and
fastest growing customers?
Did the sales force reach their
contribution margin goal?
What was the success of the
most recent sales promotion
for a product line?
What is the impact of a pricing
strategy for a group of customers?
Profitability Analysis
Contribution of
individual market
segments
Margin goals of
individual
sales entities
Revenue
and
cost structure
Success of
marketing
activities
531 December 2008
Prebuilt Business Content & Integration
Packaged data models and reports give companies a head start with analysis in specific
industries and functional areas. – Forrester
541 December 2008
SAP Analytics, built on SAP NetWeaver - Best
Practices, packaged as composite analytical apps
551 December 2008
561 December 2008
Customer Fact Sheet
571 December 2008
Dashboard for Dealer Group Manager
581 December 2008
Analytics: Warranty Claims
591 December 2008
Overview on claims
($/No. of claims ) +
bar chart
Claim key figures per car
model + bar chart
Detailed figures per defect code of
selected model and yearc
Claim figures recent years
Warranty Supervisor
Model selection
Top 5 defects at a
glance
601 December 2008
Dealer Network Manager
Top 5 configurations (based
on occurrence) of selected
car modelDetailed figures per
model incl. pie chart
Selection of year for
display
Pie chart of net
sales per region
All dealers of selected region (or
all regions) are displayed with
their net sales figures and no. of
sold vehicles
Overview on sales figures
($ and no. of vehicles per
region)
611 December 2008
Accounting system in line with Indian Taxation
SAP is currently installed in over 110 countries around the world. The
Country Version India (CIN) is a special commitment from SAP that
addresses India-specific statutory requirements.
The solution is seamlessly integrated with standard R/3 functions and
comprehensively covers tax requirements such as excise, centralized
value-added tax (CENVAT), sales tax, tax deduction at source (TDS),
service tax, and octroi.
India Localization facilitates data capture at transaction and master level
and offers separate register files with serial number generation. Excise as
well as sales tax registers and returns can be generated from the system.
The solution also provides data download facility for use of third-party tools
for reporting.
621 December 2008
Selected SAP Customers in Sales & Service
631 December 2008
SAP Dealer Business Management (DBM)
2005 Today What‘s Next
Dealer Business
Management is the strategic
topic for the Automotive
Business Unit
DBM seen among highest
priorities within Discrete
Industries overall (high
investment in the last years
as well as in the coming
years)
SAP for Automotive is a
safe investment on the long
run for our customers
Negotiation of global
partnerships for mass
market entry & penetration
SAP with no product offer for
the automotive retail segment
before 2005
Announcement of „DBM“ in
January
Launch of first release DBM
5.0 in July
Start of first projects with early
adopters in selected countries
Ramp-up of DBM 6.0
successfully finished in
November 2007
Further focus on passenger car
segment, countries, and large
accounts required
The partnership with early
adopters has proven to be very
beneficial for SAP and the
solution SAP Dealer Business
Management
André Lacroix, Inchcape plc Group CEO, said:
“This leading-edge software solution will provide
key operational support to our growth agenda.
It will strengthen our existing businesses
around the world through greater productivity
and freeing up our people to spend more time
with customers.
It will also be a platform for the fast and efficient
integration of new businesses as we execute
our expansion strategy in developed and
emerging markets around the world.”
SAP in the Automotive Retail Business
641 December 2008
Indicative Schedule
Project Phases \ Months 1 2 3 4 5 6 7 8 9 10 11 12
Project Preparation
Business Blue Print
Realisation
Final Preparation
Go- Live & Support
Overlapping Period
Go - Live Milestone
651 December 2008
• Founded in 1968…Industry Leader to this
day
• 1,11,000+ associates globally
• FY 2007-08 revenues of $5.7 B
• Global presence – Operations in
34 countries, 153 offices across
the globe
• Creator of the Offshore Delivery Model for
software development
• First company in the world to receive an
integrated enterprise-wide CMMI® Level 5
and PCMM ® Level 5 assessment
• 8-10% of Revenue spent on Training and
R&D
• CoE based business model for Technology,
Domain and Relationships.
TCS has been positioned in the Leaders Quadrant for Offshore Applications Services – Gartner Report 2006
About TCS
661 December 2008
Industry Verticals in TCS
IT Services
Business Solutions
Outsourcing
Solutions & Services
Ind
us
try S
olu
tio
n U
nit
s
En
erg
y R
es
ou
rce
s &
Uti
liti
es
.
Me
dia
Reta
il &
CP
G
Tra
ve
l &
Ho
sp
ita
lity
Te
lec
om
Ph
arm
a &
Hea
lth
ca
re
Ma
nu
fac
turi
ng
Hi-
Te
ch
& C
om
p. S
erv
ice
s
Aerospace
Chemicals
and Process
Industrial
Manufacturing
Automotive
Consistently leveraging our cross vertical spread to deliver „best practices‟ to our clients
Partner of choice for manufacturing organizations seeking
evolution to „next generation IT enabled business
solutions‟
Go
vt.
& P
ub
lic
Se
rvic
es
Ban
kin
g &
Fin
an
cia
l S
erv
ice
s
Ins
ura
nc
e
671 December 2008
Asset Based Solutions Global Consulting
BPOIT Infrastructure
Engineering & Industrial
ServicesIT Services
Application DevelopmentMaintenance Re-engineering
TestingPackaged Software Implementation
System Integration
Inbound Call Centers,Back Office, Support,Engineering Services,
Clinical Data ManagementStatistical Analysis & Medical Writing
IT Outsourcing, Network,Consulting and Integration
Hardware Support and Installation,Infrastructure Management,
Database Services
Product and Process Engineering,Embedded Systems,
Plant Automation Services,Enterprise Asset Management
IT Consulting,Business Consulting,Quality Consulting
IT Products,Product Based Services
1,11,000+ Worlds best trained IT Consultants located in 50 countries
Servicing Ur needs
TCS‘ Range of Services
681 December 2008
Key Client List
Arvin Meritor
BMW
Cummins Engine Co.
Chrysler
Daimler
Delphi
Eaton
Ford
Ferrari
General Motors
Honda Motor Co. NA
Johnson Controls
Nissan
Toyota Financials
Tata Motors
TRW
Volkswagen
WABCO
TCS‘ Automotive Business Profile
Business Solutions for OEM’s, Tier 1’s, Dealers & Service
Providers & Auto Finance Companies
Automotive Services Solution Enablers
• Business Transformation
• Breakthrough domain consulting
• „Value Chain‟ Solutions
• „Board room to Shop floor‟ Integration
• Differentiation through customer experience
• Manufacturing Analytics
• Extracting Value out of Product Life Cycle
• Squeeze Cost out of the Supply Chain
• Consultants with hands-on
experience across the
value chain
• Automotive Center of
Excellence with rich
industry business &
process knowledge
• Automotive focused
vertical solutions
• Over 2000 technology
automotive consultants
• Close to 45% of
Manufacturing revenue in
TCS from automotive
Embedding Automotive Expertise in the DNA of the
IT Solutions & Services
691 December 2008
Program Execution Model –
Global Manufacturing Business Unit
Manufacturing
Solution
Centers
Technology
Excellence
Team
Domain
Excellence
Team
Customer
Relationship
Team
Customer Alignment
Business Creation
Strategic Partnership
Solution Design
Best Practices
Build Competency
Business Alignment
Process Expertise
Thought Leadership
Fulfillment
Solution Delivery
Delivery Assurance
Structured to Deliver the Results!
701 December 2008
TCS‘ Services in ManufacturingFunctions
Product Design & Development Manufacturing Post Manufacturing
ProcessesProduct Management Operations Execution Customer Experience Processes
Value Chain
ServicesApplication Development, Management and Maintenance
Engineering & Industrial Services
Infrastructure Management
Business Process Outsourcing
IT Strategy & Governance
Full Technology Services Stack
Horizontal Value Chain Coverage
Tier1
Supplier
Contract
Mfr
Stores Warehouse
Distributors
& Resellers
End Users
Logistics
In house
Mfg. unit
Inbound
Logistics
Regulatory Info.Quality Info.
Supply Chain Mgt.
Employees
Employees
Technology
Management
Knowledge
Management
Facilities
Management
Corporate
Management
Employees
Develop
TestCompliance
Launch
Design
Vertic
al D
ep
thSCADA
PLC
MES
711 December 2008
Pro
ce
sses
Product Introduction & Life Cycle Mgt.
Business Operations Execution
Customer Experience Management
TCS‘ Automotive Industry Experience – Client SpreadB
usin
ess
Solu
tions
Technolo
gy
Solu
tions
Engin
eering
Solu
tions
BI / B
PO
/ IS
Product Design
& Development
Sourcing &
Vendor
Management
Manufacturing &
Supply Chain
Sales &
Marketing
Distribution &
Logistics
Customer
Service
Warranty &
Parts
*Bubbles indicate area of work coverage only and are not indicative of the size of the business
Product Life
Cycle
Management
Product
Introduction
Honda
Cummins
JCI
JCI
Ferrari
Daimler
Chrysler
Cummins
Cummins
JCI
JCI
Cummins
JCI
Cummins
JCI
Lucas TVS
WABCO
Lucas TVS
Delphi
GM
Chrysler
Ford
Chrysler
Nissan
Eaton
Tata Motors
VW
Chrysler
TAFE
Tata Motors
Tata Motors
Tata Motors
TAFE
Eaton
Chrysler
Cummins
Cummins
BMW
Toyota Financial
Chrysler Financial
Cummins
Honda
JCI
Chrysler
Cummins
FIAT India
Chrysler
FIAT India
Toyota Financial
721 December 2008
SAP HCM software
Global education agreement for 20.000
mandays training from SAP
All top 5 TATA Group companies are SAP
clients, plus a significant number of other
group companies
SAP is customer of TCS in multiple areas:
SAP IT, SAP Managed Services, SAP
Active Global Support, Business By
Design (SaaS), others
Regular top management alignment
Development partnerships, e.g. Manu-
facturing Integration & Intelligence (SAP MII),
Product Lifecycle Management (SAP PLM)
1st SAP Global Service Partner in Asia (2006)
Co-Innovation: SAP ESC, Industry Value
Networks, Co-development, Composites
TCS ranked between 3rd - 7th among global
partners (depending on criteria)
Global preferred partner for ‚Perfect Plant„
Global & regional SAP Partner Awards for
TCS (Pinnacle Awards 2007 & 2008,
multiple India ‚partner of the year„ awards
Collab. with SAP„s Rapid Prototyping Lab
TCS active in SAP space since 1994
SAP business is ‚Growth Engine„ for TCS
with significant above-average growth rates
(+80% p.a.)
5200+ SAP consultants, to grow to 10.000+
in next 2 years
Alignment of TCS global industry units with
10+ SAP Industry Business Units existing or
in process (incl. IBU Automotive & BU
Service & Asset Mgmt)
TCS as partner of SAP TCS as customer of SAP
SAP as partner of TCS SAP as customer of TCS
TCS / SAP 360°Relationship
360 °
731 December 2008
Evolution of TCS/SAP Relationship
2007
TCS wins SAP‘s Pinnacle Award 2007 (‗Perfect Plant‘) and announces „Perfect Plant CoE‟
TCS member of SAP Industry Value Networks: Chemicals (2006), Travel & Transportation (2007)
2008
TCS wins SAP Pinnacle Award 2008 (‗Collaborative Revenue Growth‘)
TCS expands its office @ SAP headquarters (Walldorf, Germany)
TCS develops and launches SAP-based industry solution for law firms
TCS is SAP‘s development partner for several cross-industry ‗Value Scenarios‘
Time Line
First SAP
Project in
Germany (R/2)
Relationship
with SAP
First Global
Project
First E2E
Implementation
Center of
Excellence
Upgrades
Global
Competency
Center
Large
Implementation &
Global Rollout
R/3 v4.7 E2E
Implementations
TCS at Partner
Port in Walldorf ;
Co-development
with SAP Labs
Adaptive
Manufacturing
Business
Innovation Lab
First Asian IT
company to
become Global
SAP Services
Partner
'Perfect Plant'
Initiative
• TCS expands
office in Walldorf
• TCS develops
Industry solution
for law firms
based on SAP
1994 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008
741 December 2008
TCS – SAP Value Proposition
- 74 -
Understanding of Indian Operating
Conditions
Proven Solution
Local Support
Multiple Commercial Options
Solution Scalability & Flexibility
Solution Adaptability to Other Markets
Long Term Partnership
Critical Success Factors
With experience of deploying DMS solutions in India as
also its rich automotive industry domain knowledge,
gives the team a heads tart in building the solution for
Nissan
The SAP Solution is a proven global model built on
robust platform
TCS brings in the local SI, Delivery and Support
experience
We propose to place multiple commercial options at the
appropriate time in the discussions so as to deliver the
least TCO to the dealer
The SAP solution built on proven platforms can easily be
extended to add additional functionality in subsequent
upgrades
Being an SAP platform solution, it can be easily adapted
to other countries if required
TCS-SAP have a long term partnership. And TCS, as the
largest Indian IT Service provider has a long term
commitment to the market
Why TCS - SAP?
TCS key enablers and Global presence will drive up quality.
751 December 2008
SAP DBM Messages and Proof Points
SAP DBM is the only solution from one provider that lets
you drive customer-centricity & dealership profitability with
a single, cost effective solution that reduces complexity by
giving decision makers an integrated view of the business
Increased profitability with
synchronized factory dealer
activities
Customer-centricity as an integrated
part of every core process
Improved operating efficiency
with a single system and
integrated processes
AMAG Retail
Switzerland's largest vehicle importer. representing
Volkswagen, Audi, Seat, Skoda and Porsche since 1945
with over 4200 employees and 70 dealerships
KEY BENEFITS RECOGNIZED
•Integrated, automated and standardized business processes enabling better decision making and improved customer service
•Improved Master Data Management resulting in current,
accurate and actionable data across all dealerships to
support high levels of customer service
•Lower total cost of ownership due to replacement of
multiple, fragmented dealer applications with a scalable
centrally maintained solution
•Easy to use interfaces for improved usability and reduced
training time
Proton EDAR
National car manufacturer of Malaysia with 10,000 employees,
three manufacturing locations and 370 branches and dealers
KEY BENEFITS REGOGNIZED
•Consistent audit proof and real time business process across entire Proton EDAR organization
•Improved control over business operations
•Higher level of business and data transparency, including traceability, inventory control, financial reporting and reduced manual interaction
•Improved Data Quality with consistent and accurate master data
•Increased organizational efficiency with real time integration of all business areas
•State of the art technology protecting today‟s investment and enabling future innovation
761 December 2008
- 76
-
TCS Experience in DMS in India – A Case Study
The Business Challenge
Client Profile• Leading Asian Auto Manufacturer.
Business Challenge• No common customer data base across 1600 dealers
• Rapid channel expansion - doubled in 3 years
• Non standardized distributed systems
• Fragmented data on various legacy systems - not amenable
for holistic analysis
• Customer product linkage absent
• Lack of uniform information between various departments
within the company and the channel – resource wastage,
contradictory signals to customers
Scope of the Engagement
• Create Central and updated customer database
• Escalation mechanisms for customer complaints
• System support for marketing and sales processes
• Information dissemination to sales channel
• Consolidated Sales pipeline visibility
• Visibility to Retail Stock of Dealers
• Responsive service help to customers and channel
• Monitoring of service jobs / Vehicle history updation
• Quick Warranty & Claims Settlement
• Spare parts management / Updated spares catalog
Benefits to the Customer
• Vehicle Inventory & Spares Management
• Warranty & Claims Settlement
• Data Feed to Financial Accounting Systems
• Vehicle Sales Target Setting & Monitoring
• Centralized, real time 360o view of Customer, Dealer &
Vehicle information
• Streamlined workflow to enhance customer service and
improve efficiency
• Lower Lead times of dealer responsiveness
• Enhanced channel capacity to handle volumes
The TCS Solution
• Centrally hosted & Web-enabled solution
• Integrated Customer Facing Functions of Dealers - Vehicle
Sales, Service and Spare Sales
• Integrated Back-office Functions of Dealers
• Building interfaces to ERP
• Post implementation support
• Dashboards, MIS Reports and Run-time Analytical Charts
for Senior Management
771 December 2008
TCS‘ SAP Shared Services SupportWider support window
Reduced dependency on
Individuals
Sharing of best
practices/templates/knowledge
across projects / customers
Accumulated expertise & knowledge base
to ensure quicker support
Cost of part FTEs
Quick ramp-up/down for small & mid-
sized developments
SLA-based support with
improving targets
Tailored processes for
Shared Services
Dedicated PL for each
customer
Continually improving services while controlling operating cost
781 December 2008
TCS SAP Shared Services Support Delivery Model
Shared Support Model
Shared Offsite Support
Team
Leveraging Expertise, Sharing Cost and Deriving Value
CustomersShared Delivery
Coordinator for Clients
• Shared offsite support team
•Each consultant is equipped to
support multiple customers
•Each customer can be supported
by multiple consultants
Billing Structure
• Fixed-priced with a cap on call
volume/efforts per month OR
• „Pay as you use‟ with minimum
commitment (# of FTEs) per module
• …
Offsite Support Team
791 December 2008
TCS-Nissan Relationship
Governance Model:
Relationship Strategies:
• Well planned and transparent Outsourcing roadmap
– Preferred vendors by areas
– Outsourcing Load Projections
– Co-planning for future areas of engagement
Competency Building:
• Systematic training to help strategic partner acquire
“tribal design knowledge”
• Continuous Improvement– SEDAC methodologies
Body Engineering:Design Support
• BIW and Interiors & Exteriors
• Vehicle Production Engineering
Simulation
• Power train component casting simulation
• Harness brackets CAE
• Plant layout simulation
Design Data Creation
• Body Engineering, Power train, Harness
Electrical and Electronics:
Research and Development
• Code analysis
• Auto code generation
Design and Development
• Battery controller ECU software development
• Battery controller Hardware design
• OBD and MCD application development
Requirements Modeling
• Modeling and Specification
Delivery Excellence:
On time delivery
First Time
Right
Rework Effort /
Total Effort
Target: >99%Achieved:
99.4%(M) /
99.1%(E)
Target:
>97%(M) /
>96%(E)
Achieved: 97%(M) /
97.5%(E)
Target: <3% (M)/
<5%(E)Achieved: 0.9%(M)/
0.6%(E)
Target: 1.00 Achieved: 0.99
Actual Effort /
RFQ Effort
801 December 2008
Geographies: Japan, USA, Europe, India
0
100
200
300
400
500
2005 2006 2007 20082005 2007 2008
• Japan relationship started in Oct, 2004
• Selected Global Vendor for CAD
services & Electronics
• Relationship start – Europe
• Activities added:
– Vehicle Engineering
– Ergonomics
– Relationship Start - USA
2006
• Powertrain CAD support
activity added
– Vehicle benchmarking
– Successful completion
of two years
relationship
• CFD activities for
battery pack analysis114
310 330
450
MECHANICALEMBEDDED
Requirements
Modeling
Detailed
Design
Verification &
Validation
Support &
Sustenance
2005
• Body electronics
• Vertical dynamics
• Lane departure prevention system
• Hybrid vehicle battery controller
• Automatic transmission
• Diagnostics data recorder
• Body electronics
• Engine management system
• Chassis electronics
• Suspension control system
• Power train system
• Utilities & tools development
Phases
CAD Support
Design
Support & Die
Design
Analysis
Product
Design
2007 2005
• Vehicle Development
Program
• Structural & Fluidic Analysis
• Design of Dies for manufacturing
of skin panels
• Part modeling
2007
Expansion of Service Portfolio
Benefits to the Client
• Near 6 Sigma quality
• Lower Development Costs
• Enhanced reliability
Roadmap & Ramp up
TCS-Nissan Relationship
