Boost the Success of Your COE by Developing the Right Metrics

  • by Davin Wilfrid, Former Contributing Editor, SAP Experts
  • August 15, 2008
With a little discipline and the right metrics, the SAP Center of Excellence (COE) can be transformed from an application support team into a key player in the business. See how the Novartis Vaccines and Diagnostics division boosted the success of its COE, and how you can apply the same techniques in your company.

SAP Centers of Excellence (COE) were initially conceived to help companies support specific SAP applications, but by developing and tracking the appropriate metrics, COE staffers can boost the profile of the center and make it an important player in key business decisions.

Ken Grady, head of ERP for the Novartis Vaccines and Diagnostics division, learned that lesson starting in 2004, when he was brought from the U.S. to Europe to establish a COE for the division’s SAP ERP system. The COE now comprises 38 geographically dispersed full-time staff to support 2,500 end users. The division runs on a single instance of SAP ERP Central Component (ECC) 6.0.

The staff of a COE typically includes a mix of business and application experts. By nature, this group touches on almost every aspect of the business. Grady used this to his advantage by developing a range of metrics that could be tracked over time to help determine future plans.

Davin Wilfrid

Davin Wilfrid was a writer and editor for SAPinsider and SAP Experts. He contributed case studies and research projects aimed at helping the SAP ecosystem get the most out of their existing technology investments.

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