Monitoring with Key Performance Indicators at E.ON Bayern AG Sales Service

Robert Reif, Andreas Kronz and Klaus Miksch
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Robert Reif: E.ON Bayern AG
Andreas Kronz: IDS Scheer AG
Klaus Miksch: IDS Scheer AG

A chapter in Corporate Performance Management, 2006, pp 99-124 from Springer

Abstract: Summary Within the space of just seven months E.ON Bayern AG implemented a Corporate Performance Management System based on ARIS PPM. The aim of the Sales Service project was to achieve holistic controlling of selected business processes using source data from SIEBEL CRM and SAP IS-U IT systems. The focus was on making business processes better and more directly controllable, generating more transparency in procedures and reliable automation of reporting. The results of this project contributed in various ways to the consistent identification of weak points and greater standardization of business processes, and provided significant support for the optimization of resource planning, deadlines and response times.

Keywords: Energy industry; SAP IS-U; Key Performance Indicator; automatic weak point analysis; Siebel CRM; XML dataflow; Business Process Management; throughput time; backlog analysis; ACTUAL processes; complaint processes; resource planning; response times; factual basis for discussions; insourcing system knowledge; warning values; frequency distribution (search for similar items in EconPapers)
Date: 2006
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DOI: 10.1007/3-540-30787-7_7

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