Introducing the Technical Quality Manager

Objective

After completing this lesson, you will be able to introduce the Technical Quality Manager

Introduction to the Technical Quality Manager

The Technical Quality Manager (TQM) is a role embedded within the SAP MaxAttention Premium Engagement layer, acting as a trusted advisor to safeguard and optimize the adoption of digital innovations within SAP-centric solutions.

Watch the video to understand the key responsibilities and scope of the Technical Quality Manager role.

Driving Customer Success as a Technical Quality Manager

As a Technical Quality Manager (TQM), you'll be responsible for driving excellence in service delivery and ensuring customer success through the following core responsibilities:

Tactical Engagement Management: Ensure effective execution of engagement aligned with both customer objectives and SAP's strategic goals.
Enterprise Solution Advice: Provide expert guidance on enterprise solution landscapes, positioning customers for future growth and innovation.
Leading Customer Initiatives: Head critical SAP-driven customer projects to maximize value and ensure success.
Service Plan Ownership: Develop and execute customized service plans, including strategic, transformative, and safeguarding services, ensuring high standards and alignment with customer roadmaps.
Risk and Issue Management: Proactively identify risks and manage resolution of critical issues to minimize operational impacts.
Engagement Documentation: Maintain up-to-date and transparent engagement-related information for all stakeholders.
SAP Recommendations Implementation: Ensure SAP recommendations are effectively implemented and yield the desired outcomes.
Delivery Forecast Maintenance: Accurately forecast delivery timelines and resource requirements for seamless service plan execution.

This full-time role provides invaluable advice to customers on how they can build an intelligent enterprise that aligns with Clean Core principles. TQMs ensure continuity and quality by integrating the customer context into every service plan and delivery process. Supported by the SAP Mission Control Center, you will conduct Quality Gates with the core implementation project team and offer expert guidance to maintain the highest quality and efficacy in delivered solutions.

Engagements with other roles

Technical Quality Managers (TQMs) are indispensable in steering customer success through collaboration with key stakeholders and oversight of essential activities leveraging the RISE with SAP Methodology.

As a TQM, you primarily work with the following roles:

Enterprise Customer Success Manager (E-CSM)
Enterprise Architect - RISE (EA - RISE)

Decorative element

As the Technical Quality Manager (TQM), you are assigned to a customer after the SAP MaxAttention contract is signed. After the customer transitions from the onboarding process, you primarily work with the E-CSM and EA-RISE (if assigned). For accounts with an Annual Contract Value (ACV) exceeding $1 million, an EA-RISE supports foundational activities, allowing the customer to benefit from the SAP MaxAttention layer within Premium Engagement.

This layer includes enhanced TQM support with additional touchpoints at no extra cost and leverages the RISE with SAP Methodology, which includes Clean Core Quality Gates and success checks to facilitate the adoption of RISE with SAP entitlements. While the E-CSM remains the primary custodian of the Premium Engagement experience and overall customer relationship, your role of the TQM is critical in supporting the E-CSM with specialized product expertise and guidance. You are responsible for key areas, including the Clean Core principles, RISE with SAP Methodology, and RISE with SAP solution adoption.

You continuously collaborate with E-CSMs to evaluate customer relationships, manage release adoption, and review and update both the adoption and MaxAttention service plans frequently. You spearhead customer growth initiatives by identifying untapped value, collecting and analyzing customer feedback, suggesting growth solutions, and refreshing roadmaps to incorporate new growth opportunities.

With the E-CSM, you co-create and harmonize the Outcome Success Plans (OSPs) with the Premium Engagement Services Plan. You oversee customer provisioning, readiness assessments, and the guidance of adoption strategies. You are instrumental in providing direction on enablement resources and work in collaboration with the Project Manager (PM) to track key project milestones, manage risks, and communicate Go-Live statuses. Following the Go-Live phase, you evaluate impacts on business goals and KPIs, offer proactive recommendations for better value realization, and ensure well-defined risk mitigation strategies and business review cycles are established.

You engage in defining both the current and aspirational states of the customer’s systems, leading innovation workshops to construct a detailed transformation roadmap. This comprehensive plan encapsulates a phasing strategy, success criteria, a pre-adoption provisioning plan, and a target operating model. You meticulously document business objectives, value drivers, and develop value scorecards, ensuring robust governance frameworks and change management plans are in place.

When an EA-RISE is assigned to the project, you work with them to scrutinize the existing landscape, craft integration strategies, and support crucial analyses including Fit-To-Standard assessments, system sizing, instance strategy, and security planning via dedicated services.

In all these endeavors, you maintain a robust enterprise-level collaboration to ensure a holistic and immersive relationship with customers. You harness customer forums and support services to maximize value and propel continuous innovation, ultimately embodying a vital conduit for enhancing customer success and driving sustained business growth. Through comprehensive oversight and strategic foresight, TQMs play a critical role in transforming customer engagements and fostering a culture of innovation and excellence in RISE with SAP projects, while simultaneously harnessing the RISE with SAP Methodology.

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