Meritor WABCO's Journey to Application Management Outsourcing

Since 1990, North American joint venture Meritor WABCO has developed and delivered proven, integrated safety technology and efficiency components, including braking systems and controls, active safety systems, and suspension and control systems for commercial vehicles.

Summary

During a two-month period, Meritor WABCO successfully transition from internal SAP support to application management outsourcing by NTT DATA Business Solutions Application Management Services (AMS).

Increased internal customer satisfaction and faster time to value are the direct result of this lightning speed 60-day transition.

Challenge

Experiencing support issues that left no time for introducing new SAP optimizations to drive the business forward, Meritor WABCO turned to NTT DATA Business Solutions to fully outsource SAP Application Management. During a two-month period, NTT DATA Business Solutions and Meritor WABCO successfully completed the company’s transition using NTT DATA Business Solutions’ proprietary Transition.it methodology.

Cost-Neutral SAP Application Management Outsourcing

Transition.it takes a proven and phased approach to:

• Transition Planning
• On-Boarding
• Knowledge Transfer
• Readiness Confirmation
• Transition-to-Run Operations

This process includes understanding the customer’s business processes and company configuration in SAP, understanding any customization, and preparing for support. Meritor WABCO and NTT DATA Business Solutions resources conducted effective and efficient knowledge transfer sessions that were critical to the successful transition.

An experienced NTT DATA Business Solutions Service Delivery Manager (SDM) led the transition effort, working closely with the Meritor WABCO Governance Lead. NTT DATA Business Solutions implemented new processes for SAP support, EDI support and change management. Also, the team efficiently remapped SAP responsibilities to business process owners or NTT DATA Business Solutions Application Management Support. Business process owners received training to use the NTT DATA Business Solutions service portal, eliminating the need for an internal SAP support ticketing system. Finally, open internal support requests are submitted directly to the NTT DATA Business Solutions service portal for resolution.

Fast Business Results

As a result of the transition, SAP support issues are now addressed by NTT DATA Business Solutions in an efficient, timely manner. Internal customer satisfaction is greatly improved. Business process owners are now more fully engaged due to new processes for SAP support, EDI support and change management. Also, Mertior WABCO also enjoys greater access to a larger number of resources. In addition, the NTT DATA Business Solutions SDM now leads the Meritor WABCO SAP support model, regularly measuring performance against KPIs, managing support processes, and driving continual improvement.

« The broader experience of the NTT DATA Business Solutions consultants has introduced new perspectives and ideas to address our challenges. We achieved a great boost in the value of our overall SAP investment. » – Christine Keberlein, Director of Finance and IT, Meritor WABCO