 "SUGEN, SAP Agree Upon KPIs, Announce New Benchmark Program")
SAP AG and the SAP User Group Executive Network (SUGEN), a global federation of 12 key SAP user groups, have announced an agreement on a defined list of key performance indicators that will be used to measure the success of SAP Enterprise Support services. Also announced was the rollout of a joint benchmarking program that will use key performance indicators to define and measure how SAP customers derive value from SAP Enterprise Support.
In this joint benchmarking effort, the key performance indicators will be measured and tracked among a representative selection of customers.
A joint SAP-SUGEN task force formed in November 2008 has established the SUGEN Key Performance Indicator Index (SUGEN KPI Index), which will measure and verify the ongoing value of SAP Enterprise Support. This effort will help customers by providing a transparent mechanism to link their support investment to the value delivered. SAP has agreed to postpone the subsequent price increase schedule until the targeted improvements measured by the SUGEN KPI Index are met. Successful delivery on KPIs is expected to demonstrate tangible cumulative cost savings for customers. This value delivery is targeted to be fully realised within the four-year time frame of the benchmarking program.
“SUGEN and SAP have formed a partnership based on a common goal of ensuring that current and future SAP customers fully realise the value of SAP Enterprise Support,” said Mike Stoko, SUGEN chairman. “The SUGEN organisation represents a global community of customers, and it is on their behalf that we form joint task forces with SAP to work on strategic issues such as SAP Enterprise Support. SUGEN is excited about today’s announcement - our collaborative efforts are resulting in the first program of its kind for the IT industry, providing measurable ways for customers to truly see how valuable SAP Enterprise Support is for their organisations.”
The SUGEN KPI Index aggregates key performance indicators from four major categories representing key customer business value-drivers, which were defined after joint discussions with customers. The four major categories for the SUGEN KPI Index are:
• Business Continuity
• Business Process Improvement
• Protection of Investment
• Total Cost of Operations
Benchmark Study Process Announced
The key performance indicators within the SUGEN KPI Index will be measured as part of a formal benchmarking program that will provide customers with a baseline against which to appraise and compare the value delivered by SAP Enterprise Support. In order to achieve consistency in the measurements over time, SUGEN and SAP will select a core representative customer group that will deploy capabilities of SAP Enterprise Support and track their results. Quality assurance on the benchmark program and its results will be validated by an independent third party. The program has the full support of all SUGEN members and the SAP Executive Board.
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