Resource Planning Application Guides Service Demands Through to Fulfillment

  • by Lorena Ruiz Gilbert, Consultants, BearingPoint Commercial Services SAP CRM Practice
  • Doug Hurley, Managing Director, BearingPoint's Commercial Services practice
  • December 8, 2009
See how companies are applying the resource planning application (RPA) in SAP CRM to meet the demands of their service delivery process. Learn about its key components, the information you need to maintain to assist in the Resource Scheduling Process, and the selection of resources in conjunction with Microsoft Outlook (groupware) integration.
Key Concept
At the core of the resource planning application (RPA) is a simple matching process. The system provides the user with the ability to match existing service demands with service arrangements maintained for resources. It includes service demand and employee availability, qualification management of employees and the installed base, and assignment selection and scheduling. Groupware integration with Microsoft Outlook for service engineer dispatch allows for immediate feedback about availability from the assigned resource.

Service organizations are quickly becoming a more prominent component of many businesses. In the not so distant past, service was seen as more of a necessity than as a supporting activity, but with today’s product life cycle focus, service organizations are transforming to drive revenue growth. SAP CRM 7.0 provides the resource planning application (RPA) to enable companies to improve their service.

The first three articles in this series have covered the essential core of the Service Management process: Installed Base, Service Contracts, and Service Orders. This part of the series focuses on SAP CRM 7.0 RPA. It is the engine by which the SAP CRM system creates a link between a customer’s service needs and fulfillment of the requested services. RPA is a Web-based application, as opposed to the resource planning tool (RPT) that you could access from SAP GUI in the previous version (SAP CRM 4.0). Companies that leverage RPA have a home base in the system to execute and track the scheduling and dispatch of service resources. As such, it is important for a company to have a good understanding of RPA functions before it can take full advantage of the advanced customization and determination rules of the scheduling process.

Lorena Ruiz Gilbert

Lorena Ruiz Gilbert is a consultant with BearingPoint’s Commercial Services SAP CRM Practice. Lorena has worked with SAP CRM and assisted in implementations in Field Service and Sales for high tech and environment control industries. She has focused in master data, data migration activities, and CRM WebClient UI configuration. Lorena holds a bachelor of science in business administration from California State University, Chico.

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Doug Hurley

Doug Hurley is a managing director in BearingPoint's Commercial Services practice responsible for the SAP CRM and leads the SAP Solutions Innovation Group. Having more than 13 years of experience delivering management and technology solutions for clients' SAP ERP and SAP CRM business needs, he holds responsibility for SAP and SAP CRM account engagements, assessments, and upgrades. Doug serves as Crestron’s engagement managing director with overall responsibility for supporting its roadmap prioritization and sequencing efforts, SAP ERP upgrade, and SAP CRM 2007 rollout. Doug brings valued experience from several mid-market and large enterprise customers, managing the constant challenge of balancing business enablement and IT delivery expectations.

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