SAP MRS Overview

SAP Multiresource Scheduling Friday Forum PDEF99

Deepak M, SAP Custom Development July, 2011

© SAP 2009 / Page 1

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Our Solution for Resource Management: SAP Multiresource Scheduling SAP Multiresource Scheduling (MRS) SAP Multiresource Scheduling (MRS) is a solution for Resource Management for service, plant maintenance and project businesses. Resource Management Key Objectives Increase resource utilization Increase transparency of resource utilization across organizational units Optimization of resource assignment according to e.g. travel times, priorities and qualifications More efficient resource request handling Increased customer satisfaction

Key Benefits of SAP MRS Integration with different demand objects (e.g. SAP ERP Customer Service, SAP ERP Project System, Collaboration Projects) Tight Integration with SAP HR Powerful Web User Interfaces MRS runs fully integrated as “Add-On” to the SAP ERP system High scalability through SAP NetWeaver technology High configurability and flexible towards customer enhancements

Application Scenarios for SAP Multiresource Scheduling MRS supports different scenarios. These can be used in parallel. Field Service Integration with SAP CRM Service or SAP ERP Customer Service (CS) Scheduling of Human Resources and Tools Optimization of schedule according to e.g. travel times and SLA dates

Plant Maintenance Integration with SAP ERP Plant Maintenance (EAM) and/or SAP ERP Project System (PS) Scheduling on work center level and/or human resource level

Project Staffing Integration with SAP ERP Project System (PS) or Collaboration Projects (cProjects) Web based User Interfaces

Workshop Planning Integration with SAP ERP Plant Maintenance / Customer Service (PM/CS)

Multi Resource Scheduling at a Glance for Field Service Scheduling Get an overview of your current planning status; including scheduled requests, resource utilization and open work lists Use a graphical planning board, supported by an alert monitor, to interactively dispatch open service requests to your available resources Use an optimization engine to automatically create an optimized schedule Take advantage of analytics to Determine your overall request status Understand your resource utilization Support your field service efficiency: Reduce commute times by integrating Geographical Information Systems (GIS) Make use of mobile connectivity to update the requests for your field service personnel

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Process Overview Field Service / Workshop Planning Create order and make an appointment Request service / Work identification 2 1

Resource Planning within Order Management Monitor execution

5

3 Create assignments and resolve conflicts

Accept and execute assignment

4

Business Scenario Field Services / Workshop Planning 1

Plant Maintenance: A work is identified. Customer Service: The Customer calls the service organization to request a service.

2

The Service Advisor creates an order and communicates a date to the customer after checking the workload on group level.

3

The Scheduler creates assignments for Human Resources and Tool Resources in the Scheduler Workplace by taking all business constraints into account (availability, qualifications, customer, relationship between tasks, spare part availability etc.)

4

Field Service: The Service Representative accepts the new assignment on his laptop and performs the assignment at the customer site. Workshop: The Workshop Employee performs the assignment

Business Scenario Field Services / Workshop Planning

5

The Service Scheduler monitors the execution of the assignments in the Scheduler Workplace

Order and Dispatching

Order Assignment of group (work center) Rough scheduling Planned durations Required qualifications Required tools

Dispatching Assignment of technician/team Fine scheduling Assignment of tool resources Execution monitoring

Process Overview: Project planning Search for employees Create network activity or cProjects role and define required qualifications 2 3

1

Resource Planning within Project Planning

Offer resources

4

Monitor execution

Accept or decline resource offers

Accept and execute assignment

6 5

Roles Employee Maintains his qualification profile

Requester (only project planning) Creates a resource demand

Contact Person (only project planning) Performs employee search Transfer demands to resource planners

Resource Planner Assigns resources to demands Resolves conflicts

Main Business Requirements

Comprehensible visualization of the planning situation Optimization of travel times and SLA fulfillment Simultaneous planning of different resource types Human Resources Tools

Unified planning of short and long term business Customer Service Projects

Support for cross-organizational planning More efficient resource usage by detailed qualification and availability matching Demands can have relationships and demands can extend over several work centers or crews Execution monitoring (clocking data integration)

Dispatching Scenarios with MRS

Low Volume

Manual Planning The resource planner manually creates assignments (e.g. via Drag&Drop) in the MRS Graphical Planning Board Supported by Alert Monitor Selected important features Qualification Matching Simultaneous Planning of tool resources Visualization of travel times Display of clocking data (actual data) Capacitive Planning Teams

Resource Selection Identical to “Manual Planning” but resource planner can select resources based on different criteria (partner roles, resource planning node, qualification)

Automatic Planning Several functions support the resource planner Automatic scheduling based on availability and qualification in addition partner role) Utilization based automatic scheduling Intelligent Shifting

Optimization High Volume

An optimization engine proposes an optimized schedule (travel times, SLA dates etc.)

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

MRS Scenario Overview Demands

ERP Plant Maintenance/ Service Order

CRM Service Order

Project System Network

cProjects

Request WebUI technically based on PS

Planning and Scheduling

Manager View (Web UI based)

Capacity Management Graphical Planning Board

Employee View

(SAP GUI based)

(Web UI based)

General MRS Architecture

SAP SAP Application (e.g. ERP)* ERP Plant Maintenance /Customer Service**

ERP Project System

Collaboration Projects

CRM Service**

VSR Optimizer “Vehicle Scheduling and Routing” (Engine for optimization of technician’s schedules)

MRS Demands

Assignments

Resources

MRS Qualifications GIS System

Availability Qualifications

HR Persons***

Geographical Information System

Business Partner

HR

Equipments Qualifications*

*MRS can be installed on ERP, CRM or on a NetWeaver system (see “Technical Details”) **For ERP PM/CS and CRM Service a multi-backend scenario is supported (see “Technical Details”) ***HR can be in a separate ERP system

Key Functions Skill Management Integration with SAP HR Enhanced MRS qualifications

Integration with HR Time Management Bi-directional interface with SAP HR (absences, attendances, substitutions)

Capacity Management Scheduling and Dispatching on work center level Work load at group level Planned and unplanned orders Employee availability (Planned working time, absences, attendances)

Graphical Planning Board Powerful SAP GUI based Planning Board Lean Web UI based Planning Board

Optimizer Optimizer engine creates daily schedule based on “cost” parameters

Integration with Geographical Information System (GIS) Visualization of travel time Display of map Search for nearest technician

Integration with mobile devices Information of technicians about assignments Status tracking of assignments

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Workload on Group Level

The utilization on group level can be monitored. Utilization is dynamically calculated from orders, assignments and actual resource availability.

Scheduler Workplace

Scheduler Workplace – Features Resource Availability Bi-directional integration with SAP HCM Time allocations (Illness, Work without order, etc.) Flexible working times

Assignment Processing Concrete, capacitive and stretched assignments Visualization of travel time Automatic Split of Assignments according to rules

Employee Qualifications (Ranking) Planning of Tool Resources resp. PRTs Links between Human Resources and Tool Resources

Undo/Redo functionality Alert Monitor Teams Map&Guide Integration Pager/Email/SMS/CTI Integration Algorithm for automatic scheduling Clocking Data Integration

1/2

Scheduler Workplace – Features Decoupling from HR organizational model possible On call handling Demand Split functionality 1:1 relationship between assignment and PM/CS order operation possible Including automatic generation of PM/CS order operations Creation of periodical time allocations Creation of periodic assignments for PS networks Change documents

2/2

Scheduler Workplace - Benefits Visualization of the Planning Situation Work list, resources with assignments, and alerts are displayed on one screen

Optimization of the Planning Situation An optimizer allows the optimization of the planning situation

Full Integration in ERP system MRS runs fully integrated in the ERP system Full bi-directional integration with SAP HCM to avoid duplicate maintenance of data within the company

Unified Planning of Customer Service Orders and Project System Networks Demand coming from different sources can be planned in MRS

Consistency of Data for Multiple Users Different customizable Locking Mechanisms allow multiple users to work on the same resources and demands

Simultaneous Planning of Human Resources and Tools Availability of needed tools is directly visible in Scheduler Workplace

Tight Integration with Execution Monitoring Clocking Data are directly compared to planning situations

Qualifications Employee Qualifications Describe the skills and licenses a person has

Qualification Requirements Are linked to the operation or sub operation via a requirements profile Indicate that an operation requires a particular qualification and detail necessary properties, such as proficiency Can be fulfilled by employees who have specific qualifications

Example The operation “Domestic Rewiring” has the qualification requirement “NICEIC Certified”, meaning that it must be performed by a field service employee who is an electrician approved by the NICEIC (National Inspection Council for Electrical Installation Council).

Ranking List Ranking List A ranked list of suitable employees for an operation can be displayed. The ranking is based on the service qualifications and availability for the time period specified.

Alert Monitor Alert Monitor Messages that display violation of planning constraints Examples: Resource overload Violation of relationships between operations Tool availability Violation of SLA Dates Late start, Late end

Functionality Confirmation of Alerts Alert is not displayed anymore Easy navigation from Alert to Cause of Alert

Configurability Alert Types can be switched on and off depending on organizational unit New Alerts can be added without modifications

Tools Tool Resources are Equipments Assignment to organizational unit via responsible work center In the order normally not the equipment is specified but the tool material Example

Tool material: Seal Kit Individual Objects: Seal Kit 01, Seal Kit 02, ….

In the Scheduler Workplace the tool resources that are needed for the demands in the worklist are selected automatically.

Creation of tool demands in MRS planning board A tool demand can be defined in the PM/CS order as PRT item It is also possible to create the tool demand in the MRS planning board (including creation of the PRT item in the order)

Link between Tool and Employee In the Scheduler Workplace a link between an Employee and a Tool Resource can be created for a certain time period indicating that the tool is only available for the employee Assignments are automatically created for the tool

Teams Long living teams are organizational units in the SAP organizational model Scheduler can be assigned to one or more service groups Authorization on level of organizational unit Possibility to add resources from other organizational units to the Planning Board

Short living teams can be defined ad hoc by the Scheduler in Scheduler Workplace Cross-organizational teams possible Capacitive planning possible

Map & Guide Integration

Ranking with Distance/Duration:

Display of map:

Pager/Email/SMS/CTI Integration

Pager/Email/SMS (available beginning with SAP R/3 4.7):

CTI Integration: Possibility to call Sold-To via right mouse click

Clocking Data Integration Interface to an external clocking system Display of clocking data on the Planning Board

Demand View

Configurability of Scheduler Workplace

Delivery of Preconfigured Profiles so that only little customizing is required to get the system running. If required High Configurability is possible.

Examples: Alerts: Switch off certain alert types, define new alert checks, change existing alert checks, change parameters of alert checks Worklist: Remove and add fields to the worklist Change parameters: time granularity, assignment splits etc. Locking mechanism

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Application Use Cases for MRS Optimizer

Initial Planning of Daily Schedule

Resource planner creates an optimized daily schedule at beginning of work day or previous day All orders will be considered and will be planned Optimized schedules will be created

Planning of Emergency Orders

An emergency order urgently needs to be scheduled The optimizer assigns this order to the technician in order to minimize the total “cost” A new daily schedule will be created (potentially also with influence on other technicians)

Optimization of Existing Schedules

There are already daily schedules (e.g. manually created) The optimizer creates new schedules The total “cost” will be reduced

Optimization Strategies

Minimize travel times

Maximize utilization

Adherence of SLAs

?

Reduction of over time

Relevant Data for Optimizer

Technician Availability including breaks Start location (home address) Qualifications

Orders Location (e.g. customer address, address of technical object) Time Window (can also manually be fixed in MRS) SLAs Planned duration Required qualifications Relationships between orders/operations Preferred technician Manually fixed technician

Example: Optimizer Results

Example: Display of Map

Automatic Planning with MRS Automatic Planning Scenario: One order operation is automatically planned (all the existing assignments are not changed) In the background when order is saved OR manually in Planning Board Control parameters Availability of resources Qualification match Partner roles

Utilization Based Automatic Planning Scenario: The resource planner selects in the Planning Board a list of operations and a list of resources. A utilization threshold for the resources is specified. Then the system automatically plans order by order (based on the manual sorting) taking into account the utilization threshold For each automatic planning step the algorithm from 1. is used

Intelligent Shifting Scenario: The resource planner has done a detailed sequencing of tasks for a resource for a longer time period. Now, an emergency order comes in. The intelligent shifting algorithm shifts the existing assignments to the future Logic: Fixed appointments are not shifted (based on BAdI /MRSS/SGE_ASS_SHF) Assignments can be shortened based on a scaling factor (from Planning Board profile) Executed via context menu on assignment

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Process Overview Scheduling on work center level with MRS 1

2

3

4

5

optional Identification of demand

Create Order / Network

ERP Plant Maintenance (EAM) Maintenance plan Notifications Order

ERP Project System (PS) Project Definition Project Structure Network

Scheduling on work center level

Scheduling of human resources and tools

Order confirmation and completion

Multi Resource Scheduling (MRS) Intuitive to use graphical planning board Capacity overview of work centers Employee availability

Scheduling on Work Center Level Functional Overview

Demand Gantt

Work Center Gantt Work Center Capacity Alert Monitor

Functions in Demand Gantt Chart

Flexible selection of relevant orders and networks in entry screen E.g. usage of Order List (IW38)

Simultaneous planning of PM/CS orders and PS networks Display of relationships between order operations (also across orders) Graphical shifting of operation dates via Drag&Drop Re-Scheduling of orders Simulation possible (only after pressing “Save” the data is written to the data base)

Undo / Redo function Dispatching of orders to Work Center Gantt chart

Work Center Scheduling Details about Work Center Dispatching In the work center view a possibility is provided to drill down from work center level to resource level. For this purpose the resources of the work centers can be displayed with their assignments and availabilities. Via drag and drop the operations can be planned from work center level to resource level

Work Center Scheduling Details about absolute Capacity Utilization

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

ERP Project System Integration Process steps in network activity Requester defines resource demand in R/3 network activity Dates, Duration Requirement profile Contact person searches for suitable employees Employee search (anonymous) Transfer of demands to resource planners Acceptance/Declination of resource offers Processing of remaining demand

Process variants Contact person With or without manual resource confirmation Resource planner

Functions in MRS Distinguish soft booking and hard booking Move demand to different resource planner Split demand

PS Integration – Demand Creation for Resource Planning Nodes

Lean Web User Interface

Via a lean web based user interface the resource planner gets an overview about the resources and the demands Supported functionality: Assignment processing Employee search Demand split

Web based Resource Management

MRS includes Web based user interfaces for Resource Management. These user interfaces support the following functionality: Resource request creation On the web Via Offline PDF form Routing Resource request fulfillment Validation Resource Search Cross Organizational Staffing Assignment of resources to requests Resource Manager View Employee View Refinement of assignments

Example for usage of Web based Resource Management at SAP Field Services

2

validate and broadcast request

3

search for candidates

4

propose resource

1 Create and change request

Resource Management Workflow and Roles

5

8

refine assignment

7 6 book resource

accept or reject proposal

screen proposal

Web based Resource Management Request Creation Possible to define a request via the Web UI or the Adobe offline form* It is possible to route a request to the right “organizational unit” responsible for staffing based on the request information such as: Request type Customer Requesting Country Responsible RM organization, etc

The process of identifying the right “organizational unit” responsible for staffing is called “Routing” Requester only enters the information he/she has access to and the system automatically passes to the relevant resource manager, and helps simplify the requester’s process step.

*: For offline form, an email ID must be configured in the system and Adobe Document Services must be enabled

Web based Resource Management Off-Line Request

Web based Resource Management Create Request: Header and Role Information

Web based Resource Management Candidates

Web based Resource Management Overview Page for Resource Manager

Web based Resource Management Broadcasting of Resource Requests

Web based Resource Management Resource Manager View

Web based Resource Management Employee View

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Integration with SAP HCM

The Multi Resource Scheduling scenario can be performed with or without integration into SAP HCM: Integration into SAP HCM Employee Master Data Employee Availability Data Employee Qualification Data

No integration into SAP HCM*

Existing HR employees

Employees are created as Business Partners in the role “Employee”

Detailed availability data from the employee HR calendar can be displayed in Scheduler’s Workplace

Basic availability data (work schedule) can be created for the employee

Existing HR employee qualifications or MRS qualifications

Employee qualifications and qualification catalogs can be maintained

*When working with Business Partners certain functions are not supported. See the documentation for further details.

MRS Qualification Object

With MRS the Standard HR Qualifications can be used. Alternatively a new MRS qualification object can be used. This qualification object offers the following main advantages: Possibility to define two-dimensional qualification matrices Possibility to define “unstructured” qualifications (free text) Much more detailed qualification matching algorithm (e.g. TREX search for unstructured qualifications and attachments)

It is possible to transfer the Standard HR qualifications into the MRS qualifications (Qualification Catalogues, Employee Profiles). Master Data for MRS qualification object: Qualification Catalogues Qualification Matrices Employee Profile WebUI available Multiple approval workflows available Requirement Profile Can be attached to material master, equipment and order operation

Functions Employee Search (from the MRS planning board and as stand-alone transaction) Demand Search (from the MRS planning board and as stand-alone transaction)

Employee Profile

Integration with HCM Time Management

SAP HCM

MRS

Planned Working Time (IT 0007)

Absences (IT 2001)

Time Allocations

Attendances (IT 2002) Substitutions (IT 2003)

Creation Customizing dependent on personnel area and sub area

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Overview

Major changes with release SAP Multiresource Scheduling 7.0 SAP MRS 7.0 is an SAP Standard Product which is available on the SAP Master Price List Integration with CRM Service Order Additional deployment options Besides an installation on ERP 6.0 also an installation on NetWeaver (from release 7.0) as well as on CRM (from release 6.0) is possible Multi-backend support for orders from Plant Maintenance/Customer Service Orders from multiple systems can be planned together in MRS Optimizer enhancements Additional functional enhancements

Integration with CRM Service Order

1/2

CRM Service Order

Assignment Details

The CRM Integration provides the possibility to use CRM Service Order Items as demands in MRS display assignments in the CRM Service Order do a combined planning of CRM Service Orders, ERP Plant Maintenance / Customer Service orders, ERP Project System networks and cProject roles dependent on the deployment scenario

Integration with CRM Service Order Deployment Options Scenario 1

CRM System

Scenario 2 ERP System MRS ERP AddOn

CRM System

MRS NW AddOn

MRS NW AddOn

Scenario 3 NW System

CRM System

2/2

MRS NW AddOn

Scenario 1: The CRM system is connected to an ERP system in which MRS is installed. Simultaneously demands from ERP PS and PM/CS can be planned. Scenario 2: MRS is installed on the CRM system. Scenario 3: The CRM system is connected to a NetWeaver system in which the MRS NetWeaver Add-On is installed.

System Demo: CRM Order

© SAP 2009 / Page 71

System Demo: CRM Order

© SAP 2009 / Page 72

System Demo: CRM Order

© SAP 2009 / Page 73

Deployment Option The SAP Multiresource Scheduling 7.0 Solution consists out of 2 Add-Ons

MRS Net Weaver Add-On

The MRS Net Weaver Add-On is installable on a SAP NetWeaver System. This Add-On includes all basic MRS functionalities. It can be installed on a: CRM System NetWeaver System ERP System

MRS ERP Add-On

The MRS ERP Add-On can be installed on top of an MRS NetWeaver Add-On into an ERP system. It includes the integration into HCM ERP Plant Maintenance ERP Customer Service ERP Project System

Multi Backend Integration The Multi Backend Integration provides the possibility to connect PM/CS Orders from different systems and clients into one central planning instance.* ERP Systems PM/CS MRS NW Add-On MRS ERP Add-On

ERP Systems PM/CS MRS NW Add-On MRS ERP Add-On

*See documentation for further details.

ERP System MRS ERP Add-On MRS NW Add-On

NW System MRS NW Add-On

ERP Systems

CRM System

PM/CS

MRS NW Add-On

MRS NW Add-On MRS ERP Add-On

Additional Functional Enhancements Optimizer enhancements Batch job Additional logs Display of address information

Enhancements of Demand Gantt chart (e.g. used for work center scheduling) Demand Scheduling possible in all transactions Navigation to bar in Gantt chart

Additional enhancements Daily planning view: Individual working times are not displayed Consider sequence number when user status are set from MRS New resource type for third party resources Team creation dialogue outside of the MRS Planning Board HR qualifications in cProjects

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Overview: Master Data

Human Resources Availability Qualifications

Tool Resources Material Equipment

Resource Planning Structure Technician work center (optional) Work center for resource planning node Assignment of resource planner Assignment of contact person

Qualification requirement profile Material Equipment

Human Resources

There are 2 possibilities to represent human resources HR persons Assignment to resource planning node via customizable evaluation path, e.g. MRS_O-P Availability information from HR Data –

Planned Working Time

–

Absences/Attendances/Substitutions

–

Transfer via /MRSS/HCM_RPTWFMIF –

Time Zone can be derived from customizing

Standard HR qualifications profiles or new MRS qualifications Business Partner in role “Employee” Assignment to organizational unit via customizable evaluation path, e.g. MRS_O-P Basic availability is created via transaction /MRSS/WFM_ADMIN Possibility to maintain Standard qualification profiles for business partners via standard transaction PPPM

Via a customizing switch on client level it needs to be decided which of these alternatives is used Remark: Many features will only work with HR persons

Human Resources Transfer of Standard HR Qualifications Transfer of Qualification Catalogues Report /MRSS/SQL_CAT_MIGRATION Transfer of Employee Profiles Report /MRSS/SQL_QUAL_MIGRATION

Tool Resources

“Abstract” Tool is defined by Material Tool Resource is defined by Equipment

Reference to “abstract” material Specify reference field with BAdI /MRSS/RSG_TECH_FIELD_DET

Organizational assignment of tool resource

Resource Planning Structure

For modeling the resource planning structure the technical basis of the HR organizational management (hierarchy framework) is used Delivery customizing for object type “O” (organizational unit) Usage of customer defined object types possible For PM/CS the logistical work center need to be linked with the resource planning nodes

Work center PNT_SHP/MIT0 Work center ELEC_SHP/MIT0 Work center BODY_SHP/MIT0

Resource Planning Nodes and Work Centers

In Resource Planning Scenario: Capacity data of work center is only used for scheduling inside the PM/CS order Capacity within the MRS solution is calculated by dynamically adding up the availability of the assigned resources In Work Center Scheduling Scenario: Capacity data is transferred to MRS planning node with report /MRSS/SGE_PN_MNT Capacity is displayed in MRS capacity view

Resource Planning Structure

Assignment of Resource Planner and Contact Person

Technician Work Center

For PM/CS each technician can (optionally) also represented by a work center Technician Work center and HR person need to be linked via an HR evaluation path e.g. LA -> A -> P Delivery Customizing: MRS_LA-P MRS Planning always on level of HR person Logistical work center only used for back integration

Content

1. Introduction 2. Process Overview 3. Functional Overview I 4.1. 4.2. 4.3. 4.4.

09:30 – 10:00 10:00 – 10:45 10:45 – 12:15

Overview and Architecture Scheduler Workplace Automatic Planning and Optimization Scheduling on Work Center Level

4. Lunch Break 5. Functional Overview II

12:15 – 13:15 13:15 – 14:45

5.1 Project Staffing and Web User Interfaces 5.2. Skill Management and HR Integration 5.3. New Functionalities with MRS 700

6. Master Data 7. Customizing

14:45 – 15:15 15:15 – 16:00

Important changes in MRS 610

WFM Core is not used anymore, Replaced by MRS Basis BTE is not used anymore for integration of PM/CS Orders Integration done via small modifications Assignment status with status object type “MAS” is not used anymore Needed modifications to be delivered via notes One note for PS Integration One note for PM/CS Integration One note for new qualification object Prerequisite for Installation Customer Includes CI_EQUI, CI_EQUI_U, CI_AUFK, CI_AFVU need to be present before Installation

Important changes in MRS 700

Integration of PM/CS Orders and PS Networks via BAdI EAM_MRS_ORDER_POST Integration of CRM Service Orders via BAdI CRM_SRV_SDL Important Notes 1386114 - MRS 700: Installation Note 1386115 - MRS NW 700: Installation note 1380802 - MRS 700: Integrate MRS with PM/CS 1380853 - MRS 700: Integrate MRS with PS 1391065 - MRS cPro: Installing cPro with MRS700 Manual steps 1380854 - MRS 700: Integrate MRS with CRM Service Orders 1400459 - MRS 700: Installing MRS Optimizer 780143 - MRS: Release strategy Prerequisite for Installation Customer Includes CI_EQUI, CI_EQUI_U, CI_AUFK, CI_AFVU need to be present before Installation

MRS IMG Transaction /n/MRSS/IMG

Important Customizing Steps to get the System running Much of the delivery customizing comes in customizing tables with delivery class “C” These are imported in client “000” only This customizing needs to be copied to the client with the SAP Standard tools MRS relevance for PM/CS orders MRS relevance for PS networks Define time allocation types (MRS Basis) Assign time allocation types to resource types Map HR Time Data to Time allocations (HR Integration) Assign work center types (Basic Settings) Map status to abstract status (only mandatory activity for PS integration)

Important Customizing Steps to get the System running: PM/CS Relevance

Note: In the delivery customizing the back integration of the technician work center is activated* In this case a technician work center needs to be assigned to a technician when an assignment is created Much of the delivery customizing comes in customizing tables with delivery class “C”

*The back integration of the technician work center will only take place if in addition the 1:1 relationship between operation and assignment is activated

Important Customizing Steps to get the System running: PS Relevance

Important Customizing Steps to get the System running: Define Time Allocation Types

Important Customizing Steps to get the System running: Map HR Time Data

Important Customizing Steps to get the System running: Assign work center types

Important Customizing Steps to get the System running: Map abstract Status In MRS an “abstract status” is used The mapping to the status in the order and network is done via customizing

Basic Settings: Configure Basic Settings

Capacitive assignments Controls if capacitive assignments are used Negative capacities Enables negative capacities for resources when there are overlapping concrete assignments Update Day Based Cap. Graph Capacity on Day base currently used by RM only Resource class HR Resource or Business Partner MRS qualifications New MRS qualification object or Standard HR qualifications

Team assignments Assignments on team level or creation of assignments for all members Team Availability Display team as always available or available if all members are available Authority check via cvaluation pathes Instead of using the authorization object /MRSS/PB1 the authorization for resource planning nodes is derived via evaluation pathes

Basic Settings: Resource Planning Nodes and Evaluation Paths

This customizing is needed when new customer defined object types should be used Instead of using the authorization object /MRSS/PB1 the authorization can also be derived from the resource planning structure

Collisions

Status Groups

Travel Times

Appendix

1. Technical Details 2. Summary 3. MRS Overview Slide

Additional Information Technical Information Implementation on one of the following solutions: SAP ERP 6.0 SAP CRM2007 or SAP CRM 7.0 SAP NetWeaver 7.0 Predecessor releases (based on R/3 4.6c, 4.7, ERP2004) are also available Language Availability:* English, German, Dutch, French, Hungarian, Italian, Portuguese, Spanish * as of October 2009

Implementation Know How Benefit from our know how and best practices for lean and fast implementation Support Offering Protection by the same array of support services as SAP offers to all standard solutions

Deployment Options

1/3

The SAP Multiresource Scheduling 7.0 Solution consists out of 2 Add-Ons

MRS Net Weaver Add-On

The MRS Net Weaver Add-On is installable on a SAP NetWeaver System. This Add-On includes all basic MRS functionalities. It can be installed on a: CRM System NetWeaver System ERP System

MRS ERP Add-On

The MRS ERP Add-On can be installed on top of an MRS NetWeaver Add-On into an ERP system. It includes the integration into HCM ERP Plant Maintenance ERP Customer Service ERP Project System

Deployment Options CRM Integration Scenario 1

CRM System

2/3

Scenario 2 ERP System MRS ERP AddOn

CRM System

MRS NW AddOn

MRS NW AddOn

Scenario 3 NW System

Scenario 1: The CRM system is connected to an ERP system in which MRS is installed. Simultaneously demands from ERP PS and PM/CS can be planned. Scenario 2: MRS is installed on the CRM system.

CRM System

MRS NW AddOn

Scenario 3: The CRM system is connected to a NetWeaver system in which the MRS NetWeaver AddOn is installed.

Deployment Options Multi Backend Integration

3/3

The Multi Backend Integration provides the possibility to connect PM/CS Orders from different systems and clients into one central planning instance.* ERP Systems

ERP System

ERP Systems

CRM System

PM/CS

MRS ERP Add-On

PM/CS

MRS NW Add-On

MRS NW Add-On MRS ERP Add-On

MRS NW Add-On

ERP Systems

NW System

PM/CS

MRS NW Add-On

MRS NW Add-On MRS ERP Add-On

*See documentation for further details.

MRS NW Add-On MRS ERP Add-On

Appendix

1. Technical Details 2. Summary 3. MRS Overview Slide

Value to You

CUSTOMER SATISFACTION

Improve your customer service level by having the right service at the right location at the right time

RESPONSIVENESS

React to changing service demands by flexibly adjusting your service schedules

COST REDUCTION

Reduce the idle time of your service staff and tools by optimizing your resource utilization. Save additional cost by streamlining your dispatching processes.

TRANSPARENCY

Get a comprehensive and up-to-date planning overview with an intuitive graphical scheduling tool

Resulting in HIGHER SCALABILITY of your service business with increased SERVICE LEVEL and PROFITABILITY

Summary

Multi Resource Scheduling (MRS) is a powerful and intuitively to use resource management tool MRS covers a broad range of resource planning scenarios: Long term / Short term Workshop / Field Service High Volume / Low Volume

MRS runs fully integrated in the SAP System HR Integration Plant Maintenance/Customer Service Integration CRM Service Integration Project System Integration Collaboration Projects Integration

Appendix

1. Technical Details 2. Summary 3. MRS Overview Slide

SAP Multiresource Scheduling (MRS) Overview Scenarios Field Service Plant Maintenance Project Staffing Workshop Planning

Integration SAP ERP Plant Maintenance / Customer Service (PM/CS) SAP ERP Project System (PS) SAP CRM Service Collaboration Projects

Key Functions Optimization including integration with geographical information systems Intuitive to use Graphical Planning Board Scheduling and Dispatching on work center level Powerful Web User Interfaces Scheduling of tool resources Planning on team level

Solution Strengths MRS runs fully integrated as “Add-On” to the SAP ERP system leveraging the existing infrastructure Strong bi-directional integration with SAP HR Flexible resource planning scenarios from manual planning up to automated and optimized planning High scalability through SAP NetWeaver technology High configurability and flexible towards customer enhancements

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