To ensure customers maximize the value of their Premium Engagement contracts, the Technical Quality Manager (TQM) focuses on three core elements:
- Building Trust Through Aligned Collaboration and Support
- Accelerating Adoption and Customer Transformation
- Providing Extended Care for a Positive Customer Experience
Building Trust Through Aligned Collaboration and Support
Trust is the foundation of successful engagements. A TQM builds trust through the following actions:
- Engagement Setup: Initiates the engagement by conducting a deep dive into the customer's business objectives and goals, ensuring a clear understanding of their needs and expectations.
- Collaboration: Establishes and maintains a collaborative environment with key customer personas (e.g., stakeholders from various departments), fostering open communication and ensuring alignment.
- Governance Structure: Defines and implements a robust governance structure, including regular review meetings and status updates, to maintain transparency and ensure ongoing alignment with customer objectives.
- Enterprise Transformation Journeys: Designs customized enterprise transformation journeys for each customer, utilizing a balanced scorecard approach to track and demonstrate value realization.
Accelerating Adoption and Customer Transformation
To accelerate the adoption of SAP solutions and support customer transformation, a TQM focuses on meticulous planning and execution:
- Planning Initiatives: Strategically plans ongoing and future initiatives that align with the customer's transformation agenda, ensuring a cohesive and forward-thinking approach.
- Service Plan Creation: Develops comprehensive service plans tailored to customer needs, aiming to accelerate solution adoption and ensure effective and efficient service delivery.
- Scope Definition: Works closely with stakeholders to define and agree on the scope of service delivery, setting clear expectations and deliverables.
- Follow-Up on Recommendations: Ensures diligent follow-up and implementation of support recommendations, helping customers achieve the desired outcomes.
- Cost and Quality Monitoring: Continuously monitors service delivery costs and quality, ensuring services are delivered on time, within budget, and to the highest standards.
- Reporting: Provides transparent and detailed value and status reports, showcasing the tangible benefits and progress of the services delivered.
Providing Extended Care for a Positive Customer Experience
Ensuring a positive customer experience across all products and services is essential. A TQM provides extended care through:
- Expert Guidance: Offers expert advice on the optimal usage of SAP tools, guiding customers towards evolving their IT landscapes toward a clean digital core.
- Enterprise Architecture: Provides insights and recommendations on enterprise architecture, ensuring scalability, robustness, and future-readiness.
- Performance and Security: Advises customers on best practices for system performance optimization, robustness, and security, helping them maintain a secure and high-performing IT environment.
- Business and IT Processes: Guides customers in optimizing their business and IT processes, enhancing operational efficiency and effectiveness through best practices and innovative solutions.