An organization is composed of people, resources other than people, and commitments
that are acquireGoals are desired results expressed in qualitative terms. For example, a typical
goal of profit-oriented firms is to maximize shareholder wealth. Goals are also likely
to be formulated for other major stakeholders, such as customers, employees, and
suppliers. In contrast, objectives are quantitatively expressed results that can be
achieved during a pre-established period or by a specified date. Objectives should
logically be used to measure progress in achieving goals. For example, one of ABN
AMRO�s goals is to become a leading bank in the euro. In pursuit of that goal, the
bank established an objective of having all of its systems euro-compatible by January
1, 1999, when the euro was introduced. The objective was achieved at tremendous
cost, but management believes that ABN AMRO�s new ability to offer harmonized
banking services throughout Euroland will be worth the investment.14
An organization�s structure normally evolves from its mission, goals, and managerial
personalities. Organizational structure reflects the way in which authority
and responsibility for making decisions is distributed in an organization. Authority
refers to the right (usually by virtue of position or rank) to use resources to accomplish
a task or achieve an objective. Responsibility is the obligation to accomplish
a task or achieve an objective.
A continuum of feasible structures reflects the extent of authority and responsibility
of managers and employees. At one end of the continuum is centralization,
where top management retains all authority for making decisions. Centralized firms
often have difficulty diversifying operations because top management might lack
the necessary and critical industry-specific knowledge. The people who deal directly
with the issues (whether problems or opportunities), have the most relevant
information, and can best foresee the decision consequences are not making the
decisions.
At the other end of the continuum is decentralization, in which the authority
for making decisions is distributed to many organizational personnel, including
lower-level managers and, possibly, line employees. In today�s fast-changing and
competitive operating environment, implementation of a decentralized organizational
structure in a large firm is almost imperative and typically cost-beneficial.
However, for decentralization to work effectively, there must be employee empowerment,
which means that people are given the authority and responsibility to make
their own decisions about their work. A decision to decentralize is also a decision
to use responsibility accounting, which is discussed in Chapter 18.
Most organizations operate at some point on the continuum other than at either
of the ends. Thus, a top management decision might be the location of a new
division, while the ongoing operating decisions of that division might lie with the
new division manager. Long-term strategic decisions for the division might be made
by the division manager in conjunction with top management.d and arranged to achieve specified goals and objectives.
Friday, August 6, 2010
ORGANIZATIONAL STRATEGY
In responding to the challenges of e-commerce and globalization, managers must
consider the organization�s mission and, correspondingly, the underlying strategy
that links its mission to actual activities. An organization�s mission statement
should (1) clearly state what the organization wants to accomplish and (2) express
how that organization uniquely meets its targeted customers� needs with its products
and services. As indicated in the following News Note, a mission statement
should be an organizational road map.
The mission statement may, and most likely should, be modified over time.
Not adapting the mission statement probably means the organization is stagnating
and not facing the ever-changing business environment. For instance, Hibernia Corporation�s
mission statement in 1994 was �to be recognized by 1996 as the best
provider of financial services throughout Louisiana.� By 1997, the mission statement
was �By 1999, we will be recognized by our customers, employees, and
shareholders as the best financial services company in each of our markets.�11 Only
three years yet a dramatic difference: the corporation had engaged in multiple bank
merger opportunities outside Louisiana and was looking for more.
Translating the organization�s mission into the specific activities and resources
needed for achievemedicates how the organizational goals and objectives will be fulfilled through satisfaction
of customer needs or wants reflects strategy. Strategy can also be defined as:
the art of creating value. It provides the intellectual frameworks, conceptual
models, and governing ideas that allow a company�s managers to identify
opportunities for bringing value to customers and for delivering value at a profit.
In this respect, strategy is the way a company defines its business and links together
the only two resources that really matter in today�s economy: knowledge
and relationships or an organization�s competencies and its customers.12
An organization�s strategy tries to match its internal skills and resources to the
opportunities found in the external environment.13 Small organizations may have
a single strategy, while large organizations often have an overall entity strategy as
well as individual strategies for each business unit (such as a division). The business
units� strategies should flow from the overall strategy to ensure that effective
and efficient resource allocations are made, an overriding corporate culture is developed,
and organizational direction is enhanced. For instance, at ABN AMRO,
the Netherlands Division strategy is to position the bank as a provider of integrated
banking and insurance products; the strategy for Central/Eastern Europe is strong
internal growth and selective acquisition; and the strategy for Asia/Pacific is to raise
the profitability of core corporate banking activities.
Exhibit 1�7 provides a checklist of questions that help indicate whether an organization
has a comprehensive strategy in place. Small businesses may need to
substitute �product lines� for �business segments� in answering the questionsnt is called planning. The long-term, dynamic plan that
consider the organization�s mission and, correspondingly, the underlying strategy
that links its mission to actual activities. An organization�s mission statement
should (1) clearly state what the organization wants to accomplish and (2) express
how that organization uniquely meets its targeted customers� needs with its products
and services. As indicated in the following News Note, a mission statement
should be an organizational road map.
The mission statement may, and most likely should, be modified over time.
Not adapting the mission statement probably means the organization is stagnating
and not facing the ever-changing business environment. For instance, Hibernia Corporation�s
mission statement in 1994 was �to be recognized by 1996 as the best
provider of financial services throughout Louisiana.� By 1997, the mission statement
was �By 1999, we will be recognized by our customers, employees, and
shareholders as the best financial services company in each of our markets.�11 Only
three years yet a dramatic difference: the corporation had engaged in multiple bank
merger opportunities outside Louisiana and was looking for more.
Translating the organization�s mission into the specific activities and resources
needed for achievemedicates how the organizational goals and objectives will be fulfilled through satisfaction
of customer needs or wants reflects strategy. Strategy can also be defined as:
the art of creating value. It provides the intellectual frameworks, conceptual
models, and governing ideas that allow a company�s managers to identify
opportunities for bringing value to customers and for delivering value at a profit.
In this respect, strategy is the way a company defines its business and links together
the only two resources that really matter in today�s economy: knowledge
and relationships or an organization�s competencies and its customers.12
An organization�s strategy tries to match its internal skills and resources to the
opportunities found in the external environment.13 Small organizations may have
a single strategy, while large organizations often have an overall entity strategy as
well as individual strategies for each business unit (such as a division). The business
units� strategies should flow from the overall strategy to ensure that effective
and efficient resource allocations are made, an overriding corporate culture is developed,
and organizational direction is enhanced. For instance, at ABN AMRO,
the Netherlands Division strategy is to position the bank as a provider of integrated
banking and insurance products; the strategy for Central/Eastern Europe is strong
internal growth and selective acquisition; and the strategy for Asia/Pacific is to raise
the profitability of core corporate banking activities.
Exhibit 1�7 provides a checklist of questions that help indicate whether an organization
has a comprehensive strategy in place. Small businesses may need to
substitute �product lines� for �business segments� in answering the questionsnt is called planning. The long-term, dynamic plan that
Business Planning with SAP NetWeaver BI
High End-User Productivity in
Planning
?? Common and uniform user-interface for
planning and analytics
?? Common and uniform processing logic for
both planning and analysis
Design of Planning Applications
?? User-centric and consistent design tools for
planning and analysis ( e.g. query design
and Web application design follow the same
approach)
?? Web-based and guided modeling and
administration environment for planning
applications
?? Shared persistency and integrated met � SAP AG 2005, SAP Business Intelligence and Analytics Conference / C2_Hagen / 8
�Planning-aware� BEx Tools
BEx Query Designer
?? Use query features in planning
applications
?? Set key figures in a query ready for
input
BEx Web Application Designer &
Excel application design
?? Combine editable grids for data entry
with other items
?? Buttons/ menu items for planning
functions and other commands
?? Charts & formatted reports
?? Navigation elements
?? Excel Application Designer for design
of workbooks
Planning
?? Common and uniform user-interface for
planning and analytics
?? Common and uniform processing logic for
both planning and analysis
Design of Planning Applications
?? User-centric and consistent design tools for
planning and analysis ( e.g. query design
and Web application design follow the same
approach)
?? Web-based and guided modeling and
administration environment for planning
applications
?? Shared persistency and integrated met � SAP AG 2005, SAP Business Intelligence and Analytics Conference / C2_Hagen / 8
�Planning-aware� BEx Tools
BEx Query Designer
?? Use query features in planning
applications
?? Set key figures in a query ready for
input
BEx Web Application Designer &
Excel application design
?? Combine editable grids for data entry
with other items
?? Buttons/ menu items for planning
functions and other commands
?? Charts & formatted reports
?? Navigation elements
?? Excel Application Designer for design
of workbooks
Standalone Components
The Content Server is a separate server instance that is used to store documents or other type of
content related to SAP applications. If your company operates on several locations, content can be
cached with the accompanying cache server. This reduces load on the wide area network when
working with documents.
You can store your document content either in SAP Content Server or in a database. If you have a
large amount of content to be stored, you can take the load off the database if you use SAP Content
Server. Depending on the CRM business object types, you can configure which documents you want
to store in SAP Content Server and which documents should be stored in the database. These business
object types are, for example product catalog, product, business partner, marketing campaigns,
and the solution database.
Search and Classification (TREX)
SAP NetWeaver Search and Classification (TREX) offers an integrated set of services. TREX services
include search and retrieval in large document collections, text mining, automatic document
classification, and search and aggregation over structured data in SAP applications. TREX can handle
text from documents in numerous formats, including Microsoft Office and Adobe formats (PDF),
and more than 30 languages. TREX search options, such as exact, boolean, fuzzy or linguistic search,
and classification options such as query-based or example-based classification, offer great power
and flexibility to end users.
Recommendation
For performance reasons, we recommend that you install TREX on a separate host.
Check carefully the hardware requirements. They depend largely on your individual needs. The
size and number of indexes, number of updates and inserts per day, number of parallel search
activities, your back up, and high availability strategy and other factors strongly influence the
hardware requirements.
SAP Groupware Connector
SAP CRM Groupware Connector provides access to important business information created in SAP
CRM in the most widely used groupware systems: Microsoft Exchange Server and Lotus Domino.
This version of SAP CRM Groupware Connector allows a server-based, two-way replication of CRM
business partners, contact persons and activities with the groupware contacts, appointments and
tasks. After an item is created, changed, or deleted in the SAP CRM system, the changes are sent to
the Groupware Connector that forwards them to the users' mailboxes. Users can immediately see
changes in their mailboxes, by using their favorite Groupware Client application, such as Microsoft
Outlook or Lotus Notes. This is an important step for increasing the employee productivity, because
now it is possible to see calendar entries received from colleagues via the Groupware server, and
business meetings with a customer, created in the SAP CRM system. Users can view contacts, mapped
from CRM business partners in their groupware client, or can quickly find a customer telephone
number without starting the CRM client.MapBox
This component is an XML-based mapping framework that is used by the SyncPoint (synchronization
technology, especially used for groupware integration). It uses a set of predefined rules to process data
that enters it. This type of predefined rule is known as a MapScenario.
content related to SAP applications. If your company operates on several locations, content can be
cached with the accompanying cache server. This reduces load on the wide area network when
working with documents.
You can store your document content either in SAP Content Server or in a database. If you have a
large amount of content to be stored, you can take the load off the database if you use SAP Content
Server. Depending on the CRM business object types, you can configure which documents you want
to store in SAP Content Server and which documents should be stored in the database. These business
object types are, for example product catalog, product, business partner, marketing campaigns,
and the solution database.
Search and Classification (TREX)
SAP NetWeaver Search and Classification (TREX) offers an integrated set of services. TREX services
include search and retrieval in large document collections, text mining, automatic document
classification, and search and aggregation over structured data in SAP applications. TREX can handle
text from documents in numerous formats, including Microsoft Office and Adobe formats (PDF),
and more than 30 languages. TREX search options, such as exact, boolean, fuzzy or linguistic search,
and classification options such as query-based or example-based classification, offer great power
and flexibility to end users.
Recommendation
For performance reasons, we recommend that you install TREX on a separate host.
Check carefully the hardware requirements. They depend largely on your individual needs. The
size and number of indexes, number of updates and inserts per day, number of parallel search
activities, your back up, and high availability strategy and other factors strongly influence the
hardware requirements.
SAP Groupware Connector
SAP CRM Groupware Connector provides access to important business information created in SAP
CRM in the most widely used groupware systems: Microsoft Exchange Server and Lotus Domino.
This version of SAP CRM Groupware Connector allows a server-based, two-way replication of CRM
business partners, contact persons and activities with the groupware contacts, appointments and
tasks. After an item is created, changed, or deleted in the SAP CRM system, the changes are sent to
the Groupware Connector that forwards them to the users' mailboxes. Users can immediately see
changes in their mailboxes, by using their favorite Groupware Client application, such as Microsoft
Outlook or Lotus Notes. This is an important step for increasing the employee productivity, because
now it is possible to see calendar entries received from colleagues via the Groupware server, and
business meetings with a customer, created in the SAP CRM system. Users can view contacts, mapped
from CRM business partners in their groupware client, or can quickly find a customer telephone
number without starting the CRM client.MapBox
This component is an XML-based mapping framework that is used by the SyncPoint (synchronization
technology, especially used for groupware integration). It uses a set of predefined rules to process data
that enters it. This type of predefined rule is known as a MapScenario.
Business Packages
Business Packages contain predefined portal content suitable for a variety of industries and for dozens of
user roles. The portal content includes everything users see and interact with in the Enterprise Portal,
for example real-time data from SAP applications and analyzed reports from the Business Intelligence
solution. These resources are displayed within the portal interface as iViews (portlets).
The roles are categorized on the highest level into content suitable for every user, for line managers,
and for specialists. A role provides access to a number of specific Worksets, which are clusters of related
tasks. iViews are the smallest units of information. Each workset contains those iViews that provide
access to applications, reports, services, and information required to complete the task.
The CRM User role is a generic role, that cannot be assigned to a specific scenario. It enables the
central access to all activities for CRM users.
It provides the following functions:
n CRM user homepage: Single point of entry for activities, tasks, and news
n Universal Worklist
n Employee directory
n E-mail transfer to CRM system
You cannot implement the CRM User role alone. You always have to combine it with other roles. To
implement the CRM User role, you have to install the following software units:
n CRM 5.0 Server (ABAP)
n SAP NetWeaver 2004s Enterprise Portal
n Business Package CRM 5.0
n SAP NetWeaver 2004s Search and Classification (TREX) (required for Knowledge Management
document search and the Top News iViews)
user roles. The portal content includes everything users see and interact with in the Enterprise Portal,
for example real-time data from SAP applications and analyzed reports from the Business Intelligence
solution. These resources are displayed within the portal interface as iViews (portlets).
The roles are categorized on the highest level into content suitable for every user, for line managers,
and for specialists. A role provides access to a number of specific Worksets, which are clusters of related
tasks. iViews are the smallest units of information. Each workset contains those iViews that provide
access to applications, reports, services, and information required to complete the task.
The CRM User role is a generic role, that cannot be assigned to a specific scenario. It enables the
central access to all activities for CRM users.
It provides the following functions:
n CRM user homepage: Single point of entry for activities, tasks, and news
n Universal Worklist
n Employee directory
n E-mail transfer to CRM system
You cannot implement the CRM User role alone. You always have to combine it with other roles. To
implement the CRM User role, you have to install the following software units:
n CRM 5.0 Server (ABAP)
n SAP NetWeaver 2004s Enterprise Portal
n Business Package CRM 5.0
n SAP NetWeaver 2004s Search and Classification (TREX) (required for Knowledge Management
document search and the Top News iViews)
Workforce Deployment
From a technical perspective, different software units are involved in Workforce Deployment. The
scenarios that include Workforce Deployment do not always require all of these software units: Some
are only optional and some are not required at all for certain process variants. For more information,
see the scenario-specific sections of this documentation. The following software units are used in
the area of Workforce Deployment:
n WFM Core 200 Add-On: You have to install this add-on on the CRM Server ABAP server by using
the SAP Add-On Installation Tool (SAINT). For more information, see SAP Note 830595
A prerequisite for the installation of WFM Core 200 is the LCAPPS_2005_700 add-on. For more
information, see SAP Note 836414.
n SAP NetWeaver 2004s liveCache (SAP LC/LCAPPS 50)
SAP liveCache is a database engine for managing complex objects in scenarios where large volumes
of data must be permanently available and modifiable. SAP liveCache is installed by using SAPinst.
Figure 6: Workforce Deployment in CRM scenarios, for example Channel Management and Case Management. For the other scenarios it is an
installation option. For more information, see the scenario-specific sections. The People-Centric User
Interface offers an easy, task and process-oriented access to CRM functionality. To ensure this, it has a
tailored range of possible interactions with the applications. Using SAP GUI, you can access the full
scope of functionality of an SAP transaction.
To set up the People-Centric UI, the following software units are required:
n SAP NetWeaver 2004s Enterprise Portal which includes Knowledge Management
n Business Package for SAP CRM 5.0
SAP NW Enterprise Portal and the Business Package for SAP CRM 5.0 are installed by SAPinst in a
common installation run. To install further, industry-specific Business Packages, use the Java Support
Package Manager (JSPM).
n Portal: Offers a single point of access in a Web-based interface to SAP and non-SAP information
sources, enterprise applications, information repositories, databases and services across
organizational and technical boundaries ? all integrated into a single user experience.
n Knowledge Management (KM): Enables portal users to distribute, access, and manage unstructured
information within an organization through a heterogeneous repository landscape.
n Collaboration: Brings users, information, and applications together to ensure successful cooperation
and interaction in the portal
n Guided Procedures (GP): A framework for modeling and managing processes that involve access to
multiple backend systems.
scenarios that include Workforce Deployment do not always require all of these software units: Some
are only optional and some are not required at all for certain process variants. For more information,
see the scenario-specific sections of this documentation. The following software units are used in
the area of Workforce Deployment:
n WFM Core 200 Add-On: You have to install this add-on on the CRM Server ABAP server by using
the SAP Add-On Installation Tool (SAINT). For more information, see SAP Note 830595
A prerequisite for the installation of WFM Core 200 is the LCAPPS_2005_700 add-on. For more
information, see SAP Note 836414.
n SAP NetWeaver 2004s liveCache (SAP LC/LCAPPS 50)
SAP liveCache is a database engine for managing complex objects in scenarios where large volumes
of data must be permanently available and modifiable. SAP liveCache is installed by using SAPinst.
Figure 6: Workforce Deployment in CRM scenarios, for example Channel Management and Case Management. For the other scenarios it is an
installation option. For more information, see the scenario-specific sections. The People-Centric User
Interface offers an easy, task and process-oriented access to CRM functionality. To ensure this, it has a
tailored range of possible interactions with the applications. Using SAP GUI, you can access the full
scope of functionality of an SAP transaction.
To set up the People-Centric UI, the following software units are required:
n SAP NetWeaver 2004s Enterprise Portal which includes Knowledge Management
n Business Package for SAP CRM 5.0
SAP NW Enterprise Portal and the Business Package for SAP CRM 5.0 are installed by SAPinst in a
common installation run. To install further, industry-specific Business Packages, use the Java Support
Package Manager (JSPM).
n Portal: Offers a single point of access in a Web-based interface to SAP and non-SAP information
sources, enterprise applications, information repositories, databases and services across
organizational and technical boundaries ? all integrated into a single user experience.
n Knowledge Management (KM): Enables portal users to distribute, access, and manage unstructured
information within an organization through a heterogeneous repository landscape.
n Collaboration: Brings users, information, and applications together to ensure successful cooperation
and interaction in the portal
n Guided Procedures (GP): A framework for modeling and managing processes that involve access to
multiple backend systems.
CRM Handheld Integration
You can integrate different handheld devices with mySAP CRM, such as PDAs (Personal Digital
Assistant), PocketPCs and RIM Blackberry.
CRM Mobile Sales for Handheld (MSA for HH)
CRM handheld scenarios provide sales employees with the ability to keep track of their assignments
better as well as tackle sales related situations proficiently by using handheld devices. It allows
them to work outside the office and grants them wireless access to the application either by online
connection or by using synchronization when in the offline mode. Additionally, users' saved data
becomes available to the entire CRM. The CRM handheld scenarios utilize the business logic that
resides at the CRM server side. All read and written assignments and time specifications are consistent
with the CRM system and hence there is no risk of discrepancies between behavior and end results of
such operations.
The CRM handheld scenarios support PDA (Personal Digital Assistant)-type devices, including
devices such as the PocketPC.
The Mobile Infrastructure enables field personnel to participate in a business process in an occasionally
connected mode. "Occasionally connected" means that a direct connection (via WLAN, GPRS)
between mobile device and backend is only established at certain times - at synchronization, when
the Mobile Infrastructure Server (as part of the NetWeaver Server) and the Mobile Infrastructure
Client exchanges data in order to keep server and client updated.
18/
Assistant), PocketPCs and RIM Blackberry.
CRM Mobile Sales for Handheld (MSA for HH)
CRM handheld scenarios provide sales employees with the ability to keep track of their assignments
better as well as tackle sales related situations proficiently by using handheld devices. It allows
them to work outside the office and grants them wireless access to the application either by online
connection or by using synchronization when in the offline mode. Additionally, users' saved data
becomes available to the entire CRM. The CRM handheld scenarios utilize the business logic that
resides at the CRM server side. All read and written assignments and time specifications are consistent
with the CRM system and hence there is no risk of discrepancies between behavior and end results of
such operations.
The CRM handheld scenarios support PDA (Personal Digital Assistant)-type devices, including
devices such as the PocketPC.
The Mobile Infrastructure enables field personnel to participate in a business process in an occasionally
connected mode. "Occasionally connected" means that a direct connection (via WLAN, GPRS)
between mobile device and backend is only established at certain times - at synchronization, when
the Mobile Infrastructure Server (as part of the NetWeaver Server) and the Mobile Infrastructure
Client exchanges data in order to keep server and client updated.
18/
Subscribe to:
Comments (Atom)