A benchmarking model for Maintenance and Support assignments in an ERP environment

Abstract: We present a benchmarking model on how to track and eliminate dissimilarities in M&S assignments, supporting different Enterprise Resource Planning (ERP) environments. ERP-user organizations, SAP systems, infrastructure and level of service quality are some examples of elements that will drive M&S effort and cost. In each of these aspects, there are cost drivers that influence the M&S process in different extents. Our model identifies the impact of the many different parameters for the uncovering of Maintenance and Support (M&S) costs and benefits within, or between, organizations. To be able to compare parameters that affect the M&S work load we have developed a complexity calculator, which work to normalize such parameters. The complexity calculator compares the parameters of interest with a mean-assignment calculated from our reference database, which will create a complexity index and, thus, enables the comparison of all factors that may be of consideration. After receiving the index, we suggest a comparison with one or several peer-groups to further remove variations between the assignments, for instance organizations with similar number of users. Furthermore, our model enables the possibility of evaluation and measurement of assignments cost, benefits, system characteristics and M&S staff productivity with the utilization of key performance indicators (KPI) on both qualitative and quantitative measures. Additionally, the model provides functionality for cost and effort prognostication. In conclusion, we show how to compare M&S assignments on several aspects, which facilitate cost and service strategies for M&S organizations. The ERP using organizations will acquire an increased awareness of M&S cost drivers, which facilitates development of cost efficient strategies. Thus, our model serves as a good ground in benchmarking assignments.