Amplifying Business Value through SAP Operations for a Major Global Semiconductor Manufacturer

Client

The client is a world leader in semiconductor manufacturing, and offers a wide range of semiconductor solutions, microcontrollers, LED drivers, sensors, and Automotive & Power Management ICs.

What we Solved for

The engagement scale spanned across 14000 users, 4 SAP instances, 10 manufacturing plants, and 15000 tickets per year. The client wanted to

• Improve process/ Performance efficiencies.
• Enhance user experience with consistent service delivery.
• Drive cost reduction.
• Standardized Information Technology Service Management (ITSM) processes across all entities.

Our Solution

We did a deep analysis of the client’s landscape leveraging LTM process mining tools and prepared a solution blueprint following 4 levers to deliver amplified outcomes leveraging out the Operate to Transform Model: 

Do Less

Elimination of manual, repetitive work

• Operation Command Centre.
• Business Process Mining Suite.
• Diagnostic Resolution and Self-help.

Do Fast

Dramatic decrease in time to market

• Guided Resolution.
• Automation led incidents resolution.
• Intelligent Monitoring.

Do More

Improved productivity & business value

• Persona-driven support for productivity improvement.
• Key/Superuser enablement.

Do Better

Problem management & forward engineering

• Structured process to deliver business KPI improvement.
• Proactive problem management.

Key highlights of Our Operating Model

• Activity-based Service Delivery model aligned to Information Technology Infrastructure Library (ITIL) best practices. 
• Factory Model, Activity-based & Agile development, Catalog based Pricing.
• Proactive Problem Management and Industrialized Demand Management.
• Progressive Transformation to DevOps in process. 

Value Delivered

We delivered Amplified Outcomes with the “Operate to Transform” Model

• Do Less: 40% Reduction in incidents.
• Do More: 97% Customer satisfaction, 87 Process improvement suggestions implemented.
• Do Fast: 35% Reduction in Mean time to resolve (MTTR).
• Do Better: 48% Cost optimization, 15% Improvement in intercompany shipment.