Continuous Improvement

Project Pack

SAP Order Number Change

Project Lead: Shakeel Rouf
Project Mentor: Andy Dennis
Project Stage (DMAIC): Define
Charter  //  SAP Order Number Changes 
Project Approach:  DMAIC

Data Collection   //  [enter text here]

Team
Project Lead Shakeel Rouf
Project Mentor   Andy Dennis
Participant(s) (Team) Donna Wheeler (Shared Services) – tbc 

Root Causes   //  [enter text here]

Problem Statement  //  SAP Order Numbers can change due to multiple circumstances which
can cause customers losing online access and be chased for payment despite paying in
advance

Goal Statement  //  Reduce the amount of errors by 20%

Solutions   //  [enter text here]

Scope  //  All verticals where subscriptions are billed via SAP with the exception of Finance 

Project Timeline
Control Plan   //  [enter text here]
Kick-off 07 February 2017
Define
Measure           
Key Learnings  //  [enter text here]
Analyse            
Improve
Control             

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Charter  //  SAP Order Number Changes 

SAP Order Numbers change due to various circumstances 

Common causes are: 

• Amendments of start and end dates of subscriptions 
• Up sales and cross sales 
• Sold to change: if existing order on AMS with different sold to, new order will be created 

System limitations (SAP) will trigger a new Order Number to be created rather than updating the existing one

All subscription information will be migrated to the new order and AMS will also be updated 
Larger task on Key Accounts with multiple users as they need to be migrated over correctly on AMS 

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Charter  //  SAP Order Number Changes 
Problem Statement

When Order Numbers do change there have been circumstances where the migration was not done correctly

Examples 
Zoetis (Agribusiness) 

Originally under Order Number 699017 was replaced by 1567614 because of upsell of Clinica and Rajpharma

The users (over 500) and IP range were incorrectly migrated leading to loss of access for subscribers

AUT Auckland University of Technology (Maritime & Law)

Order Number 1524200 changed to 1526436 due to change the licence from Academic (5 concurrent) to 5 user licence only

IP was not transferred and only one person had online access 

Client Service had to chase Shared Services but client had loss of access 

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Charter  //  SAP Order Number Changes 

Errors have occurred when users migrated over new orders especially on Key Accounts

Users and gatekeepers incorrectly migrated over and IP missing can cause disruption of access (e.g. Zoetis and Monsanto) 

Disruption of service causes unhappy clients will see incompetence of our service who may not want to renew! 

Account Managers, Client Services, etc. are not fully aware notified directly but only through Salesforce

5 Business intelligence | informa  = Optional for “Just Do It” projects

Charter  //  SAP Order Number Changes 

6 Business intelligence | informa  = Optional for “Just Do It” projects

Project Checklist
The below deliverables should be used for each DMAIC project. Use this checklist as a reference for each phase to ensure
that you are following the Lean Six Sigma process.
Define
• Develop Project Charter
• Translate VOC to CTQs to
Project Y
• Complete SIPOC
• Communication Plan
• Create high level process
map
• Store documentation on CI
SharePoint
• Complete Project Review
with Mentor and get Sign
Off from LT
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Measure Analyze
• Define improvement • Complete Fishbone
metric (significant Y) Diagram(s) for identified
• Create detailed “As-Is” problems
process maps • Conduct process analysis
• Brainstorm potential X’s with supporting in-depth
impacting Y process maps
• Develop data collection • Conduct data analysis with
supporting graphs and/or
plan
statistics
• Baseline the process
• Provide summarized list of
performance
potential critical X’s
• Update documents on CI
• Brainstorm list of potential
SharePoint
solutions
• Complete Project Review
• Select the solution(s) that
with Mentor and secure LT
Sign Off optimise performance
• Complete project Review
with Mentor and secure LT
Sign Off
Improve
• Document the “To Be”
process map
• Pilot the improvements to
assess impact
• Collect data to re-baseline
performance
• Graph a “before” & “after”
improvements
• Implement improvements
• Update documents on CI
SharePoint
• Complete project Review
with Mentor and secure LT
Sign Off
Control
• Develop and implement
the Control Plan
• Transition Control Plan &
process documentation to
process owner
• Summarize the project
benefits
• Validate financial benefits
with Finance & Project
Mentor
• Update documents on CI
SharePoint
• Complete project Review
with Mentor and secure LT
Sign Off
• Close project
Tools
There are many optional “tools” that can help you in executing your Lean Six Sigma project. This is a partial list of some
frequently used tools in each phase. Also, many of these tools can be used in more than one phase. Before choosing a tool,
first determine the question you need to answer, then choose the tool that best helps answer that question.

Define Measure Analyze Improve Control

• Project Charter
• CTQ Tree
• SIPOC
• Risk Mitigation Plan
• Communication Plan
• High-level process map
• Quick Wins (if any)
• Process Map • 5 Why’s • “To Be” Process Map • Control Plan
• Fishbone Diagram • Pareto Chart • Pilot Study • Process Monitoring Tools:
• Data Collection Plan • Solution Selection: • Re-Baseline, Interval Plots Control Charts,
Effort vs Benefit Matrix Dashboards and/or
• Baseline Performance
Scorecards
Tools: Histogram, Pie • Action Plan
• Training Plan
Chart, Bar Chart, Run
Chart, Individuals Chart • Change Management Plan
• Project closure and team
recognition

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Communication Plan

Who To?
What Will You Communicate? (Names or Teams) How? Frequency? When?

e.g. Client Services Leadership; e.g. Email Newsletter,

e.g. Monthly Status Updates e.g. Monthly e.g. Last day of month
Project Participants Team Meeting, etc.

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Customer Voice // Critical To Quality (CTQ) Tree
Project Customer / What the Customer Wants Translating to Customer Needs Measurable CTQ
Stakeholder
e.g. Customer “I would like Informa to provision my Access to entitled content as soon as the Ensure access is provided at the
access for the start of my confirmed order is confirmed. same time as the order is
order.” confirmed.

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SIPOC
Process Title:
Process Start: e.g. Customer does X Process End: Customer receives Y
Suppliers Inputs Process Outputs Customers

Text Text Text Text Text

Text Text Text Text Text

Text Text Text Text Text

Text Text Text Text Text

Text Text Text Text Text

Text Text Text Text Text

Text Text Text

Text

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 Process Title Here
Current State / Future State
Customer
Sales Team
Sales Mgr
Sales Ops
SSC
CS Mgr
CS Exec

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Measure the Process

P izza Or d e r in g P r o c e s s
Cu r r e n t S ta te

Cu s to m e r
The final step of the Ch o o s e P izza
fr o m Me n u
P la c e Or d e r Ma ke P a ym e nt Re c e ive P izza

Measure Phase is
characterization of how
well the process is

Ca s h ie r
En te r Or d e r in
S ys te m

performing TODAY (before

5 mins
improvement), relative to
P izza Ma ke r
customer requirements: P r e p a re Or d e r Ma ke P izza

specifications, SLAs 5 mins 20 mins

De live ry
Pe rs on

De live r P izza to
Cus to me r

15 mins

Overall this process takes 45 minutes vs the customer SLA

of 30 mins.
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Fishbone – Cause & Effect Diagram

Materials Machines
Methods
(Inputs) (Technology)

Text Text Text

Text Text Text Problem

(issue to be resolved – be concise!)
Text Text Text

Text Text Text

Text
Text Text Text

Text Text Text

Text Text Text

Text Text Text

Measurements Environment People

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5 Whys

Problem:

Q: Why

A:

Q: Why

A:

Q: Why

A:

Q: Why

A:

Q: Why

Solution(s): A:
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Effort vs Benefit Matrix
1 2 3 4 5
Solutions
1 Solution Title: Description
High

2 Solution Title: Description

3 Solution Title: Description

4 Solution Title: Description

5 Solution Title: Description

Effort
Medium
Low

Low Medium High

Benefit

Based on the matrix, which solutions will be implemented first? Rank your solution ideas in order of preference
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Action Plan

Task Action or Task How will it be done? Accountable Team Member Completion Date
Number (What) (How) (Who) (When)

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