Organizational Management
Detailed View
SAP Enhancement Package 1 for SAP CRM 7.0
CRM Sales – SFA
1
Table of Contents
1.
2.
3.
4.
Overview
Organizational Structure
Organizational Data Determination
Further Information
2
What Is Organizational Management?
Organizational Management allows you to
display your company’s functional organizational structure as a
current organizational plan:
„
Display sales/service/marketing structure
„
Characterize organizational units by organizational and general attributes
„
Define rules to determine the organizational unit responsible
Organizational Management builds up the company‘s organizational
structure in the CRM environment.
It is a flexible tool which helps you to maintain the company structure
including the positions and employees in an application and assign specific
data (attributes) to the organizational units.
It allows you to determine organizational data automatically in a business
transaction using the organizational structure.
It can also be used for partner determination, e.g you can find the
employee responsible for a business transaction.
3
Aim of Organizational Management
You never have to think
about your organizational data
when you create a document!
For example:
An activity (sales call) is created
in a call center
The system automatically determines
the sales office and the salesperson
responsible for the client by using the
post code of the client’s address.
Example:
„ A prospect calls an insurance company: „Can you insure my new house?“
„ The call center agent creates an activity.
He/She takes down the name, adress and telephone number of the prospect.
„ The system finds the office responsible for this customer according to the post code.
„ This office then can get in contact with the customer, create a quotation and so on.
4
Advantages of Organizational Management
„ Flexible
„ Time
– organizational units are not already specified
dependent – plan organizational changes in the future
„ Adaptable
„ One
and extendable
structure for sales and service
„ Organizational
units able to take the role of a business partner
5
Example of an Organizational Model
Linwood
Worldwide
Linwood
Europe
Linwood
America
Linwood
Great Britain
Office
London
Office
Manchester
Group 1
Linwood
France
Linwood
USA
Office
Paris
Office
California
Group 2
It is possible to have a different number of levels in the organizational plan;
For example: „Linwood America“ has only two subordinate levels, but
„Linwood Europe“ has three levels.
6
Organizational Objects
Objects used for the design of organizational management when
creating an organizational model
Linwood
Great Britain
Organizational unit:
Functional unit of a company
Office
Manchester
Position:
Functional task distribution of
individual items and their report
structure in the organizational plan
Sales
organization
Sales office
Group 1
Sales
manager
Position
Kate Kimbell
Holder
Organizational objects are objects used for modelling an organizational plan. They
can be linked to hierarchies to form functional relationships in the organizational plan
for your company.
There are two kinds of organizational objects:
„ Organizational units:
They are used to form the basis of an organizational plan. Organizational units are
functional units of a company. Depending on how a company is organized, these
can be, for example, departments, groups or project teams.
„ Positions:
They show the functional task distribution of individual items and their report
structure in the organizational plan. Positions are concrete items in a company,
which can be occupied by holders (employees or users), for example, the sales
manager for Europe.
7
Scenarios
Possible applications in which the organizational unit is valid
With the scenario you can control which attributes are
available and which properties they have.
You can use one organizational structure for different
applications.
SALES
SERVICE
You can assign one or more scenarios to an organizational unit. This
means, you can use one organizational unit for different areas. E.g. an
organizational unit can be a sales organization in the scenario „Sales“ and
a service organization in the scenario „Service“.
Depending on the assigned scenario you can maintain different attributes
(see below).
8
Attributes
Organizational Attributes
General Attributes
„ Define the type of an
organizational unit
„ Define the responsibilities
of an organizational unit
„ Assign one or more
organizational attributes to
an organizational unit
„ Assign several general
attributes to an
organizational unit
For example:
„ Sales organization
„ Sales office
„ Sales group
„ Service organization
For example:
„ Country
„ Division
„ Distribution channel
„ Postal code
You always maintain these attributes specifically for a scenario
Attributes are specific data which you can assign to organizational units
when creating your organizational structure.
Attributes are always maintained for a specific scenario. That means for
each scenario you can maintain different attributes.
There are two kinds of attributes:
„ Organizational attributes: they indicate the type of an organizational unit.
„ General attributes: they define the responsibilities of an organizational
unit.
You can assign several attributes to an organizational unit.
9
Sales – Organizational Attributes
Sales organization
Sales office
Sales group
„ Organizational unit in sales that structures the
company according to sales requirements
„ Responsible for the success of a sales area
SALES
„ Responsible for sales of specific products and
services in a particular area
„ Group of sales employees responsible for
processing specific products or services
„ Forms different areas of responsibility in a
sales office
You can assign one, two or all three organizational attributes to an organizational unit;
For example, an organizational unit can be sales organization as well as a sales office.
10
Service – Organizational Attributes
Service
organization
„ Organizational unit in the service area in which
services are planned and prepared
„ Responsible for the success of a service area
SERVICE
Executing
service
organization
„ Organizational unit to which service
employees are assigned according to tasks or
other criteria
„ Performs service tasks at customer sites
(for example, service technician group)
The executing service organization is a service group, which executes the service
tasks.
11
General Attributes – Examples
Organizational Unit:
O 50001243
Office Manchester
Scenario:
Sales
Org. attribute:
Sales office
General attributes:
Distribution channel:
Country:
Region:
Scenario:
Service
Org. attribute:
Service organization
General attributes:
Country:
Region:
10
GB
CH, GM, LA
GB and DE
-
The Office Manchester is active for two scenarios: Sales and Service
In the scenario Sales it is a sales office with the following responsibilities:
„ distribution channel 10 (direct sales)
„ country: Great Britain
„ Region: Cheshire, Greater Manchester, and Lancashire
In the scenario Service it is a service organization with the following
responsibilities:
„ only countries Great Britain and Germany
12
General Attributes – Remarks
„ General
attributes are always maintained specifically for a scenario.
„ Attributes
can have one or more values. Intervals can be entered for some
attributes.
„ The
system reads the values of the attributes and uses them, for example, to
find the organizational units responsible for processing a particular business
transaction.
„ Attributes
are passed on to the subordinate organizational unit (but they can be
overwritten).
„ Predefined
attributes for the sales and service scenarios are delivered with the
standard system.
13
Example of an Organizational Structure
= Sales Org.
O 50001000
Europe
Country GB
Distr. chan. 12
Country FR
Distr. chan. 10
O 50001100
Great Britain
O 50001110
Office London
= Sales Org.
O 50001200
France
O 50001120
Office Manchester
= Sales office
= Sales office
Sales org.: O50001100
Region LO
Distr. chan. 12
Sales org.: O50001100
Region CH, GM, LA
Distr. chan. 12
O 50001250
Office Paris
= Sales Office
Sales org.: O50001200
Distr. chan. 10
For example, the two organizational units Great Britain and France are sales
organizations, and therefore you assign the organizational attribute „Sales
Organization“.
In addition, you assign the country and the distribution channel with their corresponding
values as general attributes.
The offices in London, Manchester, and Paris have the organizational attribute „Sales
Office“.
The „Sales Organization“ as an additional organizational attribute is inherited from the
superior organizational unit. That means, that, for example, the office Paris belongs to
the sales organization France.
Additionally, the general attribute "region" is assigned to the British Offices with
different values for each Office.
14
Overview Organizational Management
How to define the organizational management:
Step 1
„
Define the organizational structure
(Create: customizing; change: customizing or
master data)
„
Create organizational units and positions
„
Assign organizational and general attributes
Step 2
„
Make the customizing settings for automatic
determination of organizational units in transaction
documents
Wizard
Step 3
„
Automatic determination in the transaction
(done by the system)
Order
Sales org.
O 50001243
Setting up Organizational Management:
1. Define your organizational structure. You have to create your organizational units,
assign the attributes and define positions and holders.
If you create a new organizational structure you have to do this in Customizing.
Changing existing organizational structures is also possible within the master data.
We will cover this topic in chapter 2.
2. Make your customizing settings for the automatical org data determination. There are
wizards there to help you.
We will cover this topic in chapter 3.
3. This step is done by the system:
If you create a transaction, it determines the organizational data according to your
customizing settings. You are able to change or enhance the organizational units
manually.
15
1.
2.
3.
4.
Overview
Organizational Structure
Organizational Data Determination
Further Information
16
Setting Up the Sales Structure in CRM
Define Organizational Units:
O 50002100
Europe
= Sales org.
O 50002101
Great Britain
= Sales office
= Sales office
O 50002104 Office
Manchester
O 50002105
Office London
Sales Group 1
Sales Group 2
= Sales group
= Sales group
Set up the structure according to the ERP sales structure. This model represents the
internal sales structure (or report hierarchy)
and then define the types of organizational units by assigning that type as an attribute,
for example O 50002104 is a Sales Office
17
Sales Structure – Additional Levels
You can define organizational units between the
levels that have equivalents in SAP R/3:
O 50002100
Europe
= Sales org.
O 50002101
Great Britain
Regional group
England
= Sales office
= Sales office
O 50002104
Office Manchester
Sales Group
110
O 50002106
Office London
Sales Group
120
You can also define organizational units between the levels that are represented in
ERP (sales org, sales office, sales group), for example a regional group for England
You cannot define an ERP counterpart for them (only for sales org, sales office, sales
group).
You can assign more than one attribute to one organizational unit,
for example you could call the office in London also a sales group by adding that
attribute to the organizational unit O 50002106.
18
Working With Screen Areas
Org. Model
Hierarchy
Basic
Data
Address
Details
Org. Unit
Functions
19
Validity Period
(Basic data)
Validity Period
(Address data)
Working With Screen Areas (cont.)
Org.
Determination
Org.
Attributes
20
Assigning SAP CRM Sales Organization to SAP
ECC Sales Organization
Assignment of the SAP CRM Sales Organization to the SAP ECC Sales Organization
is available in the IMG Customizing transaction /SPRO
There are four different views provided to maintain the following mapping:
SAP CRM Sales Organization To SAP ECC Sales Organization
SAP CRM Sales Offices To SAP ECC Sales Offices
SAP CRM Sales Groups To SAP ECC Sales Groups
SAP CRM Service Organization To SAP ECC Maintenance Planning Plants
21
Creating a New Root Organizational Unit
Choose the “New
Root Organizational
Unit” icon
22
Creating Subsequent Organizational
Units/Positions
Click on the
“New Position” to
create a New
Position
Click on the
“New Organizational
Unit” icon to create a
New child Org. Unit
23
Assigning Business Role to a Position
24
Assign Business Attributes for Sales
(Standard Back End Integration Version)
Details for organizational unit Sales Group 1:
Attributes
Sales
Scenario
Name
Value
Distr. Channel
10
Country Key
GB
Region
GM
Division
01
Currency
GBP
Value to
„ Assign business attributes
to your organizational units
„ Attributes can have one or
more values
07
„ Intervals can be entered for
some attributes
Postal code
Product group
Partner number
Assign business (general) attributes with business attributes, you define responsibilities
for your sales entities.
You define business attributes for a certain scenario (here: sales) here, it is defined that
the Sales Group 1 is responsible for
„ Distribution channel
10 - final customer sales
„ Country
GB
„ Region
GM - Manchester
„ Divisions
01 to 07 - pumps, motor cycles..
„ Currency
British Pounds
some of these attributes are read by the system and appear in the transaction
document (distribution channel, currency)
attributes are passed on to all subordinate nodes
25
Assign Business Attributes for Sales
(Enhanced Back End Integration Version)
Details for organizational unit sales group 1:
Attributes
Sales
Scenario
Name
Value
Distr. channel
10
Country key
GB
Region
GM
Division
01
Currency
GBP
Value to
„ Assign all other business
attributes to your
organizational units
„ Attributes can have one
or more values
07
„ Intervals may be entered for
some attributes
Postal code
Product group
Partner number
Assign business (general) attributes
with business attributes, you define responsibilities for your sales entities
you define business attributes for a certain scenario (here: sales)
here, it is defined that the Sales Group 1 is responsible for
„ Distribution channel
10 - final customer sales
„ Country
GB
„ Region
GM - Manchester
„ Divisions
01 to 07 - pumps, motor cycles..
„ Currency
British Pounds
some of these attributes are read by the system and appear in the transaction
document (distribution channel, currency)
attributes are passed on to all subordinate nodes
26
Set Up the Service Structure in CRM
Define your organizational units and assign
organizational attributes:
O 50002100
France
= Sales org.
= Service org.
= Service org.
O 50002101
Paris
O 50002201
Strasbourg
O 50002205
Service Group 007
O 50002208
Service Group 009
= Executing
service org.
= Executing
service org.
Set up the service structure
Add the service units to the existing sales structure
You can use the same organizational unit for sales and service, for example:
„ Paris - sales and service organiaztion
„ Strasbourg - service organization only
27
Assign Business Attributes for Service
Details for organizational unit service group 009:
Attributes
Service
Scenario
Name
Country key
Value
Value to
„ Assign business attributes
to your organizational units
FR
Sales district
„ Attributes can have one or
more values
Region
Industry sector
„ Intervals can be entered for
some attributes
Last name
Postal code
Product number
6000
9999
Partner function
Assign attributes (Service)
As your service entities can have different responsibilities from your sales entities you
can define different attributes for the sales and the service scenario
This service organization is responsible for
„ Country
FR
„ Business Partners
6000 to 9999
Attributes can have several values or intervals
28
Define and Assign Positions
Define and assign holders to the organizational units:
O 50002101
Great Britain
= Sales office
Distr. chan. 10
O 50002104
Office Manchester
S 50000815
Sales manager
BP Winter
John Winter
Sales Group 1
= Sales group
Division 07
S 50000820
Sales representative
BP Summer
US Summer
Assign positions and their holders
You always create positions for an org unit and then assign employees or users to
these positions
To assign employees and users, their master records need to be in the system
If you have entered a user in the master record of an employee the user is
automatically displayed in the structure with the employee
29
Assign Employees/Users to Positions
Select a Position, and
click on “Add User” to
assign a User to the
selected Position
Select a Position, and
click on “Add Employee”
to assign an Employee
to the selected Position
30
Delimiting an Organizational Unit/Position
Select the record that you
would like to delimit, and
click on the “Delimit” button.
Select the record from the Organizational Hierarchy and click on “Delimit”.
On the pop-up, choose whether you wish to delimit the selected “Object” or the
“Assignment” of the selected object.
Specify the Delimit date.
31
Validity Concept
An enterprise’s organizational plan is constantly under-going
change. Organizational management allows you to edit the
organizational structure according to key dates:
When you define an organizational object, you enter a validity period:
Valid from
01.01.2007
Valid to
Unlimited
When you assign objects and object characteristics, you specify the period in which
the assignments are to be valid:
Assignment as of
01.02.2007
Assignment until
31.12.2007
When you display the organizational plan or object, you enter a key date and
preview period:
15.01.2007 + 3 months
The organizational plan is time-dependent.
When your company is reorganized and
„ an organizational unit is stops working
-> you do not delete the object because up to now documents and master data refer
to it. You simply end its validity.
„ an assignment changes or stops.
-> You change the validity of the assignment.
You can view the organizational plan for a certain date or period
You can maintain changes in the organizational structure in advance
For the transaction documents, the system reads the organizational units and their
current assignments as they are valid on the document date.
32
1.
2.
3.
4.
Overview
Organizational Structure
Organizational Data Determination
Further Information
33
Organizational Data in Transactions
Sales Order
Org.data
Sales org.
GB
Distrib. channel 12
Sales office
London
Sales group
No determination
Automatic determination
You can enter the data manually in the
document. The system checks whether
this combination of organizational data
is maintained
in the organizational
model.
The system determines the data
automatically according to Customizing
settings. Data can
also be changed or added
manually.
Two possibilities:
„ No determination: this means the data can be entered manually; therefore you have
to assign an org. data profile without determination rules.
„ Automatic determination: this means the system determines the data; therefore you
have to assign an org. data profile with determination rule(s). You can change the
data or enter new data in the empty fields.
If you enter or change data manually, the system checks whether this
combination of organizational data is maintained in the organizational model.
34
Automatic Organizational Data Determination
The system can use the attributes assigned to the organizational
structure to determine the organizational units:
Transaction:
Sales order
Sold-to
Huber
Business partner
master data:
Org. structure
with attributes:
O 50001200
Great Britain
Huber:
Country: GB
Region: GM
Determined organizational data:
O 50001250
Office Manchester
Sales org.:
GB
Sales office:
Office Manchester
Distr. channel:
12
Respons. org. unit: Office Manchester
= Sales office
Sales org.: O50001200
Region GM
Distr. chan. 12
Example:
Sales office in Manchester with the assigned attributes region (GM..) and distribution
channel (12).
It is assigned to the sales organization Great Britain (inherited attribute for sales office
Manchester)
Sales order for sold-to-party „Huber“. The system determines the relevant region (GM)
from the business partner master data.
The system searches in the values for the organizational attributes to find which
organizational unit the attribute region GM has been assigned to and finds the
organizational unit sales office Manchester.
The system reads the remaining attributes that are assigned to sales office Manchester
and determines from this the data that is necessary for completing the order (for
example, sales organization and distribution channel).
35
Flexible Starting Point for Organizational Data
Determination
The partner function for
starting the organizational
data determination can be
defined in Customizing for
each transaction type.
36
Responsible Organizational Unit
„
The responsible organizational unit is determined by the system.
„
The organizational unit is in charge of the business transaction and can also be held
responsible for it.
„
The other organizational units in the document are derived from
the responsible organizational unit.
Organizational data:
Sales org.:
Sales office:
Distr. channel:
Great Britain
Office Manchester
12
Responsible org. unit: Office Manchester
37
Derived from the
attributes of the
responsible org. unit
Found via organizational
data determination
Organizational Data Log
Standard order
Org. data
Sales org. 50001200
Distrib. ch. 12
Sales office 50001205
Sales group
Organizational data log
Sales order
Org. data
Org. data determination
Transaction type TA
Org. data profile 00001
Sales org. O 50001200
„ Indicates how the system has
determined the organizational data
„ Can only be displayed in the “create”
or “change” mode
Organizational Data Log shows the organizational data profile, the determination
rule(s), the attributes and the organizational units found.
can only be called up when creating or changing a document; the log is not saved.
38
Organizational Data Determination at Header
Level
Standard Order
Header:
Org. data
Sales org. 50001200
Distrib. ch. 12
Sales office 50001205
Transaction type: Standard Order (TA)
Organizational data profile with
determination rule(s):
„ Specifies how the system determines
organizational data
„ Specifies which organizational data is
required
The automatic determination of organizational data takes place at header level.
An organizational data profile must be assigned to the transaction type.
The organizational data profile specifies
„ which organizational data is required (mandatory) in the document
„ how the organizational data is determined; this is done by one or two determination
rules assigned to the organizational data profile.
39
Organizational Data Determination at Item
Level
Organizational data on item level may not differ
from that in the header (except division)
No individual data determination on item level
„ Organizational data copied
from the header
„ Division derived from the
product
„ No organizational data on
item level
Assign organizational data
profile without determination
rule to item category
No organizational data profile
assigned to the item category
The organizational data at item level of a document may not differ from that in the
header, except for the division. The division attribute only exists at item level. It is
derived from the product.
There is no individual organizational data determination at item level. Therefore there
are two possibilities for customizing:
„ You assign an org. data profile withouta determination rule to the item category. In
this case, the organizational data is copied form the header, the division is derived
from the product.
„ You assign no org. data profile to the item category. In this case there is no
organizational data on item level, and no tab page.
40
Overview Organizational Data Determination
Transaction type
Organizational data profile
System
Customizing settings
Determination rules
Rule type
Responsibilities
Rule type
Organizational attributes
Responsibilities can be assigned directly
Determination according to
the attributes of the organizational units
Only organizational units necessary – no attributes, no
organizational plan necessary
Define organizational plan and maintain attributes
Organizational data determination (always on header level)
The system reads the transaction type, e.g. sales order TA.
It reads the org. data profile which is assigned to the transaction type TA, e.g. 0000001
(Sales)
The system reads the determination rules which are assigned to the org. data profile.
Customizing
define your determination rules
define organizational data profiles and assign the determination rules
assign the org. data profile to your transaction type.
41
Rule Type “Responsibility” – Example
Determination rule, type “responsibilities”:
Attribute
Partner name
Value
Org. unit O 50002314
(Sales Office 1)
A ... to K ...
Standard order
Responsible
Attribute:
Partner name
Standard order
Header:
Customer: Becker
Product:
AS1234
Becker:
A... to K...
Org. data
Sales org. 50001200
Distrib. ch. 12
Sales office 50002314
Example:
Determination rule:
If the name of the partner starts with A to K, then Sales Office 1 (O 50002314) is
responsible.
This determination rule is assigned to an org. data profile which is assigned to the
transaction type Standard Order.
Standard Order with partner „Becker“:
The system reads the transaction type, the org. data profile and the determination rule.
It notices that partner „Becker“ starts with an „B“; so it finds Sales Office 1 as
responsible org. unit.
42
Rule Type “Organizational Attributes” –
Example
Determination rule, type “Organizational Attributes”:
Attribute:
Standard order
Region
Attribute:
Region
Standard order
Header:
Customer: Becker
Address: M13 9PL
Product:
AS1234
O 50002314
Sales office
Manchester
Org. data
Region:
GM
Sales org. 50002300
Distrib. ch. 12
Sales office 50002314
= Sales office
Sales org.: O50002300
Region: GM
Distr. chan. 12
Definition of organizational unit with attributes
Example:
Determination rule:
The determination takes place according to the attribute region.
This determination rule is assigned to an org. data profile which is assigned to the
transaction type Standard Order.
Standard Order with partner „Becker“ from Manchester.
The system reads the transaction type, the org. data profile and the determination rule.
It finds the attribute region in the determination rule.
The system reads region „GM“ from the order.
The system searches in the values for the organizational attributes to find which
organizational unit carries the attribute region GM and finds organizational unit Sales
Office 1 (O 500002314).
43
Customizing Checklist
Step 1
Step 2
Step 3
Wizard for creating
determination rules
Define determination rules:
„
Rule type responsibilities
„
Rule type organizational attributes
Define organizational data profile:
„
Choose a scenario
„
Assign determination rules
„
Determine which organizational data is obligatory
Wizard for creating
and assigning
organizational data
profiles
Assign the organizational data profile to
transaction type(s) or/and item
category(ies)
Customizing checklist
„ Maintain determination rules:
You can define new rules for both types, responsibility type and org. attributes.
In both cases you can use a wizard which helps you with creating the rules.
You can simulate the rules created with the wizard and process them again if
required.
„ Maintain organizational data profile:
Within the organizational data profile, you choose a scenario for which you want to
use the profile (e.g. sales or service).
You then assign one of the available determination rules. You can assign one rule
with type responsibility and one with type organizational attributes. If you define a
rule in both fields, the system finds the intersection from both quantitites.
Additionally, you define which org. units are mandatory and must occur in the
transaction.
There is also a wizard available for creating and assigning organizational data
profiles.
„ Assign the org. data profile to one or several transaction types.
44
1.
2.
3.
4.
Overview
Organizational Structure
Organizational Data Determination
Further Information
45
Further Information
„
SAP CRM - Ramp-Up Knowledge Transfer (RKT)
http://service.sap.com/rkt-crm
„
SAP CRM – Demo Portal
http://crmportal.wdf.sap.corp:1080
„
SAP CRM – WiKi
https://wiki.wdf.sap.corp/display/SAPCRMHub/Home
„
SAP CRM - Help Portal
http://help.sap.com/
„
SAP Service Marketplace
http://service.sap.com/
46
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JavaScript is a registered trademark of Sun Microsystems, Inc., used under license for technology invented and implemented by Netscape.
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are trademarks or registered trademarks of SAP AG in Germany and other countries.
Business Objects and the Business Objects logo, BusinessObjects, Crystal Reports, Crystal Decisions, Web Intelligence, Xcelsius, and other Business Objects products and
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Business Objects is an SAP company.
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