| dc.description.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. | en |
