11 Evaluating Service Data

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Evaluating Service Data 11Chapter 11

Evaluating Service Data

Highlights

The fully integrated Service Management Information System (SMIS) is part ofthe Logistics Information System in the Open Information Warehouse compo-nent of the R/3 System. SMIS offers object-related and customer-related infor-mation and evaluations. SM also provides a range of standard reports for eval-uating service management information. Creating individual service manage-ment reports can satisfy user-specific requirements.

A large amount of data is collected and stored during the service process. To as-sess and evaluate past service results and plan for future services, this data mustbe readily accessible. It must also provide aggregated figures that can be used as abasis for management decision-making, and must correspond to the requirementsof decision-makers to support the decision-making process.

The SM component uses the R/3 Logistics Information System to accomplish thistask.

Fig. 11-1: Information Systems in the Open Information Warehouse

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11 Evaluating Service Data

Logistics Information System and Open InformationWarehouse

Aim of theInformation System

The Logistics Information System (LIS) is part of the Open Information Ware-house component of the R/3 System. It integrates the data from various informa-tion systems and makes all important company information available and acces-sible to decision-makers (Executive Information System). This system enables youto select various views and aggregation levels for data evaluation, and to convertthe collected data into meaningful key figures. Straightforward reporting tech-niques and graphical presentations make the analysis of data simple and effec-tive.

Quantitative andQualitative Updating

For every business transaction, important information is updated in the statisticaldatabase of the LIS. The result is a huge reduction in the volume of data throughperiodic updating and a compression of the data into statistic-relevant informa-tion.

In many areas of the LIS, you have the option of further filtering and varying theupdating of data. For example, one reason for additional differentiation may bethat statistical data is updated only for certain customers or particular services.

Key Figures Key figures are values that are significant from a business viewpoint. The stand-ard R/3 System contains many significant key figures for the various applica-tions. For example, the following key figures are available for the service area:

❑ Incoming orders, sales order value

❑ Sales volume for a particular sales group

❑ Number of entered and completed notifications

❑ Number of cases of damage and causes of damage

❑ Costs and revenue for service orders

❑ Processing time for notifications

You determine the individual key figures to be displayed in the evaluation duringthe analysis. You can select key figures that have been automatically updated bythe system prior to the evaluation being requested. For example, displaying thenumber of orders that require immediate attention (which was previously calcu-lated by the system based on Priority). You can also access key figures that aredetermined at the time of the evaluation using formulas. For example, displayingthe proportion of planned orders in relation to the total number of orders entered.

Analysis Options

Flexible Analyses The R/3 System provides you with the following options for the evaluation ofdata:

❑ Predefined standard analyses to evaluate generally recognized and requireddata combinations without further effort

❑ Flexibly defined customer-specific reports to define individual list layouts andhighly specific formulas

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Evaluating Service Data 11

❑ Flexible planning tools with individually configurable planning boards, vari-ous planning methods, distribution functions, forecast support, and interac-tive graphics

❑ An Early Warning System to locate weak points and exceptional situations

SMIS Information SystemIn the Service Management Information System (SMIS), all the options outlinedabove can be used specifically for Service Management.

Object- and Customer-Related Evaluations

In the SMIS, there are both object-related and customer-related standard evalua-tions.

The object-related evaluations refer to information relating to correcting a prob-lem or carrying out a service (serviceable items, manufacturers, notification process-ing, service orders, service notifications, and breakdown analyses).

The customer-related evaluations refer to information relating to sales and distri-bution (customers, services, customer contracts, orders, and sales organization).

Lists and Graphics

The results of evaluations can be displayed both in list or graphical form.

Ranking Lists

Ranking lists are summaries of the best or worst characteristic values with regardto a key figure. The best characteristic value lists are sorted in descending orderand the worst characteristic value lists are sorted in ascending order. For example:

Examples❑ Ranking list of the 50 customers with the most incoming orders

❑ Ranking list of the 10 serviceable items with the highest number of break-downs

❑ Ranking list of the 30 services carried out most often

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Fig. 11-2: List of the Ten Customers with the Most Incoming Orders

Portfolios

The portfolio graphic provides a quick overview of relationships and interactionsbetween two key figures for the characteristic values of a displayed list.

The portfolio graphic provides an overview of the concentration of characteristicvalues with regard to pairs of key figures. The characteristic values are placed in across-shaped X/Y axis according to their attributes.

For example, the portfolio graphic can provide an overview of the situation at acustomer site regarding the key figures number of completed notifications and numberof entered notifications, or allow you to check for the existence of potential prob-lems, such as whether there are customers with a high backlog of completed noti-fications.

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Fig. 11-3: Entered and Completed Notifications

Planned/Actual Comparisons

If planning data is stored for a characteristic and the corresponding key figure,then you can compare the planning data and the actual data for a particular peri-od. You can then assess how far the planned objectives have been fulfilled.

Fig. 11-4: Comparison of Planned and Actual Costs

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Previous Year Comparisons

Each information object, such as a serviceable item, a notification, or a customer,has a reference period in the system. This reference period allows you to makecomparisons between periods. Using the function previous year comparison, thecurrent data for a key figure can be compared with the corresponding data for thesame period of the previous year.

ABC Analyses

An ABC analysis can be used to classify characteristic values in relation to certainkey figures. The following three-point classification is used to define priorities:

A = important

B = moderately important

C = relatively unimportant

An ABC analysis is used, for example, to analyze the existing object classes withregard to the key figure breakdown duration. It is also used to evaluate sales organ-izations with regard to the key figure incoming orders, or services offered withregard to the key figure sales volume.

Fig. 11-5: Cumulative Frequency Curve of an ABC Analysis

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Breakdown Statistics

You can use breakdown statistics to make a more precise analysis of breakdownand service duration, and the causes of a particular breakdown on a service item.The most important factor is the distribution or the occurrence of various break-down or repair durations. The goal of these analyses is to establish the causes of ashort or long breakdown duration, or of the duration between two consecutivebreakdowns.

The two key figures for serviceable item breakdowns are:

❑ Number of reported serviceable item breakdowns that are significant from abusiness viewpoint.

❑ Number of effective serviceable item breakdowns that are significant from atechnical viewpoint.

The Information System provides standard evaluations with regard to the break-down duration and the duration between serviceable item breakdowns.

Mean Time to RepairThe key figure mean time to repair (MTTR) is the calculated mean duration time ofa serviceable item breakdown. It is determined using the ratio of the duration ofreported breakdowns to the number of breakdowns that are stored in the systemfor the serviceable items.

Figure 11-6: Comparison of Number of Breakdowns and MTTR

Mean Time BetweenRepairs

The key figure mean time between repair (MTBR) is the calculated mean durationtime between two serviceable item breakdowns. It is determined using the ratioof time between the starting points of two consecutive breakdowns (taking intoaccount the breakdown duration of the first breakdown) to the number of break-downs.

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11 Evaluating Service Data