The Client

The world’s largest dairy Co-operation. Operating in sixty four countries. They Implemented a multi-million dollar SAP system over a three year period. Implemented enterprise integration between the SAP system and current operations systems.

At they same time they contended with many remaining old ERP production systems that needed ongoing care. This happened while they were also in the process of outsourcing their infrastructure services globally to one provider.

The Issue

Primary Objective: How to take the new systems into production, and have the necessary support organization to operate and support it alongside current and legacy systems.

Ensuring that business operations are not disrupted and that the new system is readily accepted in day-to-day business operations.

Secondary Objective: How to continue evolving the new and current systems after implementation.

Approach

Implemented an I.T. ERP organization with duties separated between Change (Projects and Programs), and Operations and Support. Utilized the Profiled IT People I.T. Services Operating Framework.

Implemented standard Project, Program, Operations and Support management processes and frameworks (ITIL®, PMBOK®)

Profiled existing management and assigned them to the most appropriate roles that align with their respective talents and skills.

Engaged a business process support vendor to work alongside users of the new systems and help them become familiar with the new systems and its feature set.

Results

The new systems went into production on time and was supported with zero unplanned outages for the first four month of transitioning it to the new ERP organization.

Migrated forty five  other enterprise systems over a six month period to the same organization and significantly improved the availability and support of the solutions.

Implemented more frequent releases to evolve the systems in line with feature demands, with less recurring issues after each release. Every release was well accepted with a thorough change management practice working alongside business users to assist them with using the system.

Provided clarity on the ongoing cost of ownership for the Company’s enterprise systems, and as a result we able to address cost issues, and reduce the overall cost for looking after the company’s systems.

Successfully interfaced operations and support process with the new infrastructure outsourcing party and assisted to make the transition of the infrastructure services as painless as possible for all stakeholders.