Reducing Operational Risk with SAP® Management of

Transcription

SAP Solution in Detail
SAP Solutions for Sustainability
SAP Management of Change
©2012 SAP AG. All rights reserved.
Reducing Operational Risk with SAP®
Management of Change
Table of Contents
3
4
Quick Facts
Improve Safety with Flexible and
Robust Management of Change
Management of Change: Critical
Impact to Avert Catastrophe
Beyond Compliance to Proactive
Operational Risk Management
6
The Five Key Phases of a Change
Request
Submitting a Change Request
Reviewing and Evaluating a Change
Approving or Rejecting a Change
Request
Releasing a Change Request and
Driving the Change Process
Executing Change Request
Activities
Learning from Analytics and
Reporting
Find Out More
Quick Facts
Summary
The SAP® Management of Change application lets companies make operational changes with confidence. Users can
mitigate risk by monitoring changes
made to equipment, materials, chemicals, operating conditions, procedures,
and organizational structure. They can
document assessments, approvals, and
task completion throughout the process. As a result, the business can make
changes that facilitate growth – without
disrupting operations or harming employees, assets, or the environment.
Business Challenges
•• Conform to regulations and voluntary
standards when evaluating process
changes
•• Monitor change so that it does not
lead to unknown or uncontrolled operational risk
•• Eliminate burdensome change and
approval processes that tempt staff
to make changes without review
or approval
•• Involve the right experts, approvers,
and technical staff automatically
•• Document and track follow-up actions
so temporary changes do not unintentionally become permanent
Key Features
•• Simple change request – Let
employees and contractors request
changes easily
•• Automatic assignment – Automate
identification of risk experts, approvers, and subject-matter experts
•• Business rules and checklists –
Streamline the change process and
drive consistency
•• Task management – Provide workflow
and status management to ensure
task completion
•• Integration – Integrate with asset
management and environment, health,
and safety processes
SAP Solution in Detail – Reducing Operational Risk with SAP Management of Change
Business Benefits
•• Meet regulatory requirements and
industry best practices by thoroughly
assessing impacts before approving
changes
•• Improve executive supervision by
providing insight into change management performance
•• Maintain safe operations by mitigating risk caused by change
•• Grow with confidence by safely
pursuing business improvements and
new opportunities
For More Information
Call your SAP representative, or visit
us online at
www.sap.com/sustainability/orm.
3
Improve Safety with Flexible and Robust
Management of Change
Operational risk management is high on the agenda of responsible companies that deal with hazardous substances and processes in their production environment. Such companies have long
recognized that change – in procedures, raw materials, staff, or
assets – can introduce unexpected risk. Protecting employees
and the environment from workplace hazards is key. Many companies are also required by process safety management regulations to follow specific procedures to manage change.
Management of Change: Critical
Impact to Avert Catastrophe
Perhaps no industry understands the
need for effective management of
change better than the chemical industry. After the disaster in Bhopal, India, in
1985, the industry voluntarily created the
Responsible Care program, and management of change was a key component.
The American Institute of Chemical Engineers founded the Center for Chemical
Process Safety and has created an effective community focused on this topic.
The American Petroleum Institute likewise created voluntary standards such
as its Recommended Practice 75. The
NORSOK standards developed by the
Norwegian petroleum industry are
similar standards that apply to oil exploration in the North Sea. In addition,
many countries have imposed regulations like OSHA’s process safety management of highly hazardous chemicals
standard in the United States.
4
From these beginnings, more and more
companies have come to rely on management of change as a best practice.
They realize that changes can have a
negative impact not just on people or the
environment but on the business itself. A
change to improve one business objective often has unintended negative consequences on another business objective, be it product quality, safety, or
operational costs. For these reasons, a
holistic approach that evaluates all impacts a change may have is essential to
carefully balance the pros and cons.
Through effective management of the
change process, companies can grow
their business with confidence.
Beyond Compliance to Proactive
Operational Risk Management
The SAP® Management of Change application, a part of SAP solutions for sustainability, can help your organization establish an effective change management
program, meet stringent compliance
standards, and manage operational risk
proactively. With the support of the software, you will be able to apply changes to
your operation confidently because you
monitor potential risks associated with
any change before the change is made.
A Rigorous Yet Straightforward Process
The first challenge in change management is that you cannot manage changes
you know nothing about. The fact is, a
multitude of changes may be made without a manager’s knowledge because employees bypass what they perceive as
cumbersome change management procedures. To resolve this, the SAP application makes the change request process
as straightforward as possible; it is based
on simple change request forms that encourage employees to participate.
Once a change request is submitted,
the process must expedite that particular type of change intelligently, even
though different types of changes are
handled differently. Small changes
should not be delayed by exacting analyses, although potential adverse effects of
making such changes must be considered. Complex changes should undergo
extensive reviews by multiple disciplines.
Temporary changes may be handled differently than permanent changes, while
all changes require various pre- and
post-start-up activities. The SAP application can standardize all these different
procedures, relieving staff of any unnecessary burden. The software supports an
efficient, effective business process by
applying case-specific checklists and
rules, which can automatically create
activities and assign the appropriate
resources.
Because your processes evolve over
time, the software moves with you, supporting such different options as ad hoc
task creation, manual selection of templates, and fully automated rule-based
processing. Only the relevant stakeholders and contributors are assigned to
tasks, which avoids confusion and minimizes workloads. Individual contributors
are notified via e-mail and can jump directly to their work without complex navigation. The workload on change coordinators is greatly reduced, so they can
focus on monitoring the meticulous execution of change-related tasks.
Because too much change at one time
can itself be a source of risk, it is important for management to monitor the
overall process. Questions such as “How
many changes were made this year?”
and “Are activities being completed in a
timely manner?” are essential to understanding the maturity of the change
management process and the degree to
which it has been accepted by employees throughout the company. Workflow
notifications and status reports help
managers supervise all activities related
to the assessment and implementation
of changes. Flexible analytics can monitor key performance indicators (KPIs) to
give executives insight.
SAP Management of Change lets companies make
operational changes with confidence. Users can
mitigate risk by monitoring changes made to equipment, materials, chemicals, operating conditions,
procedures, and organizational structure.
5
The Five Key Phases of a Change Request
Making changes to processes and assets is a multistep process that may be
performed over days, weeks, or months.
That makes it easy to forget an important interim review, leave out an approval step, and lose track of close-out
activities.
Which reviews and activities are appropriate depends on the type of change to
be made. To map out all possible if-then
statements is impracticable. You need a
manageable way to ensure that the issues that need to be considered are considered and that the people who need to
be involved are involved. But no more.
The SAP Management of Change application supports this variable, conditional,
iterative process. As you work through
review and approval processes, and as
activities are executed, additional reviews and activities can be triggered
based on previous responses. This dynamic approach models the real-world
process, but does so in a way that brings
order to the chaos.
SAP Management of Change supports
the five main phases of the change management process as shown in Figure 1:
submission of a request, review, approval, release, and execution. Throughout
these phases, tasks are assigned to the
appropriate specialists. Activities carried
out frequently can be predefined in standardized templates, which can be modeled to reflect your business needs. The
SAP software can then generate an activity according to your business rules, so it
happens only when required. For example, when a change is in review, follow-up
activities are triggered only for the positive responses. This minimizes staff involvement to just what’s required.
Submitting a Change Request
To manage changes, the changes requested must be entered into the software. However, initial data entry for SAP
Management of Change is minimal. The
requestor selects what type of change is
involved (see Figure 2) and uses data
that other SAP solutions use, for example, the data describing people, assets,
or materials. Later in the change process, additional data can be entered as
needed and parameters set, such as
planned dates or an emergency flag.
Most data in SAP Management of
Change is captured through the input
of textual comments and selectable
response codes set up in questionnaire
format based on your requirements.
The fields used frequently – like the
emergency flag – can be predefined
in the software.
Figure 1: Support for Five Key Phases of a Change Request
6
Submit change
request
Review and
evaluate
Approve
Requester
Person who creates
change request
Reviewer
Experts or
supervisor
Approver
Supervisor
or manager
Release change
request and
drive change
processes
Coordinator
Person who
manages and drives
the change
Execute
activities
Activity owners
Approver, reviewer,
task owner
Contractors and employees who have
no SAP user account can enter a change
request. In this case, they would use a
generic system user ID and specify their
own ID in a requester field.
Change requests are often made by
line workers who may need additional
technical support to properly document
their request. To give them help, the software helps them generate an e-mail to
an expert they can pick from a predefined list, requesting a review or
additional information.
Figure 2: Entry Screen for Change Requests
More and more companies have come to rely
on management of change as a best practice.
They realize that changes can have a negative
impact not just on people or the environment
but on the business itself.
7
Reviewing and Evaluating a
Change
A change must be assessed to make sure
it will bring sufficient benefits to the
company and that the risk can be managed. The assessment process can vary
greatly depending on the type of change,
the complexity of the environment, and
the urgency of the request. Many companies distinguish between minor and complex changes, with a clear checklist of
items to check for each type.
The SAP software can be modeled to
support each change type. For example,
task management for minor changes is
not necessary prior to implementation,
while a risk assessment questionnaire
could be displayed directly from the
change request screen. The questions
would have to determine how well the
user understands the change being requested, whether the change intrudes
into uncharted territory, and if the
change brings hidden complexities with
it. Figure 3 shows a sample configuration
of a risk assessment questionnaire.
A complex change, on the other hand,
could require expert analysis, potentially
involving multiple disciplines, for exam-
ple, environment, health, and safety
(EHS) management personnel and engineering. The SAP software can be configured to generate a single task to handle
an entire assessment or more than one
task, with each task handling a portion of
the assessment. The tasks are based on
templates that specify roles. The people
registered in the software who fulfill
those roles will then be notified automatically via e-mail, which includes a link taking them directly to the task they have
to perform.
Figure 3: Risk Assessment Questionnaire (Sample Configuration)
8
Approving or Rejecting a
Change Request
After all review tasks have been completed, the change coordinator sets the
change request status to “review complete.” When multiple approvals are
needed, the individual subject-matter
experts provide their approvals during
the evaluation phase. Now, before the
implementation phase can start, the
change request must be given a final
approval or rejection.
Digital Signatures
If a certain approval is highly critical, for
example, when the environment is highly
hazardous, the task can be configured to
require a digital signature. In extreme
cases, a signature strategy requiring
multiple digital sign-offs may be defined.
Digital signatures can be required by the
SAP Management of Change application
at any time in the change management
process. For example, you may want to
require digital signatures for overall status changes or on completion of individual tasks of certain types (see Figure 4).
Figure 4: SAP® Management of Change – Digital Signature
9
Releasing a Change Request and
Driving the Change Process
The fourth phase of the change management process involves, first, releasing a
change request that was approved. Thereafter, the actual implementation of the
change happens in tandem with the fifth
phase: the coordinator drives the completion of all tasks by different owners.
Businesses often divide the implementation activities into subphases: pre-startup, implementation, and post-startup. You
can group your activities into subphases
in the software by arranging them in task
hierarchies that you define in templates.
The software then includes the appropriate template based on your business
rules. You can define templates to cover
any degree of complexity or criticality a
review might warrant (see Figure 5).
Figure 5: Complex Pre-Start-Up Safety Review with Multiple Tasks
10
You monitor task status from the task
hierarchy, with statuses represented as
traffic lights. When all tasks have been
completed, including post-start-up activities, the overall status is set to “complete,” which concludes the change
process. In exceptional cases a change
request can be reopened, for example,
to correct entries. As with all softwaresupported actions, the authorization for
this can be restricted to a specific profile.
When a due date and responsible person is fixed, the system automatically
generates notifications. When deadlines
or people responsible cannot be ascertained ahead of time, you fill in the person and date and trigger the notification.
You can also create an ad hoc activity
and trigger the associated notifications.
This gives you great flexibility to anticipate and cover every situation. By adding
templates and rules gradually over time,
you can extend the software configuration until it covers the great majority of
your processes.
As an example, a common implementation task could be the pre-start-up
safety review (PSSR), which is modeled
in the software with questionnaires, including a comment section – and a full
history log of comments – per question.
For each area of the PSSR requiring an
explicit sign-off, the software generates
a separate task and provides individual
status management for each task.
Because your processes evolve over time,
SAP Management of Change moves with
you, supporting such different options
as ad hoc task creation, manual selection of templates, and fully automated
rule-based processing.
11
Executing Change Request
Activities
Executing a change typically requires the
completion of a number of implementation activities that the software generates based on the rules set. When an
activity is triggered, the activity owner
assigned to that activity receives an email with a link providing direct access
to the task. There is no need for the activity owner to view the entire change request. However, if the need arises, he or
she can readily navigate to the change
request itself.
Alternatively, activity owners can work
from personal work lists within SAP
Management of Change (see Figure 6).
Work lists can filter items by user or status, so an activity owner can display,
for example, just the open work items
assigned to him or her. Work lists are
very useful for users who have multiple
task assignments.
Figure 6: SAP® Management of Change – Personal Work List
12
Integration of the SAP Business
Workflow Tool
For casual users, the most convenient
way to access a task is through the link
embedded in the notification e-mail,
which takes them directly to the task in
the workflow. This eliminates any need
for them to search or navigate.
However, through integration with the
SAP Business Workflow tool, you gain
much greater functionality than e-mail
can offer. Using its intelligent workflow
in-box, a task can be sent to multiple alternative assignees, which appears in the
in-boxes of all those users. However, as
soon as one person accepts the task, the
item is removed from the in-boxes of the
other assignees. Using this tool, you can
configure a workflow to forward work
to substitute activity owners during
absences of regular activity owners. You
can also set up a workflow to execute
escalations based on time frames.
Integration with SAP EHS Management
SAP Management of Change integrates
with the SAP EHS Management application to leverage expert EHS risk assessment functionality. A risk assessment
request can be created directly in SAP
Management of Change, establishing a
link between the applications. Once the
assessment has been completed in SAP
EHS Management, the results are sent
back to SAP Management of Change and
attached as a PDF that documents the
analysis performed.
Integration of the SAP Enterprise Asset
Management Solution
If you use the SAP Enterprise Asset Management (SAP EAM) solution, you can
benefit from closed-loop integration between it and SAP Management of
Change. You can configure task types in
SAP Management of Change to trigger
follow-up actions in SAP EAM by creating, for example, a maintenance notification or order within the task. This links a
follow-up action to the task, and SAP
Management of Change will check
against status when you complete the
task in SAP Management of Change.
Many times, a maintenance notification is created before the change request. This may happen when the original change request is for a repair but
later it is realized that an upgrade rather
than a “replacement in kind” is preferred.
In this case, you can link one or more existing orders to a management of change
task. SAP provides a Web service, which
can be used to create a new change request from SAP EAM or from any other
application.
SAP Management of Change integrates with
SAP EHS Management to leverage expert
EHS risk assessment functionality. A risk
assessment request can be created directly
in SAP Management of Change, establishing
a link between the applications.
13
Learning from Analytics and
Reporting
Executives need to understand how the
organization is performing with regard
to safety, quality, maintenance, and productivity. They must also gauge the degree of adoption and effectiveness of the
management of change program itself,
comparing how different business units
fare with it and watching trends. Informative KPIs may reflect the number of
change requests per type, emergency
versus planned changes, or the percentage of temporary changes. Managers will
be particularly interested in incidents
and near misses in cases where an inadequate management of change process
was a causal factor.
For operations and EHS managers, the
focus is typically more granular. They will
more likely be looking at overdue tasks
and time to completion for both tasks
and entire change requests. They will
have keen interest in monitoring temporary changes to see how long they stay
open, aware that if they stay open too
long, there is a risk that they will inadvertently become permanent.
Most of these analyses can be made
based on the search functionality of the
personal work lists. Detailed analyses, including a wider range of attributes, are
typically made using analytical tools.
SAP Management of Change stores its
data in structures specifically optimized
Figure 7: Predefined Dashboard in SAP® Management of Change
14
for analytical purposes. Because your
change types can be modeled using
questionnaires, useful evaluation criteria
for analytics may draw on the custom
questions in your templates. All response
codes can be made available for analytical purposes as well. Expert users can run
dynamic queries with drill-down functions – often referred to as “slicing and
dicing” – using SAP Business Explorer
tools or SAP BusinessObjects Explorer®
software, for example.
SAP Management of Change contains
a predefined dashboard (see Figure 7).
Custom dashboards can be built using
tools like SAP BusinessObjects™ Dashboards software.
Release Information
The SAP® Management of Change application is
a networked application that can be deployed on
the SAP NetWeaver® 7.31 technology platform
with integration to the SAP ERP 6.0 application, with no enhancement package required.
Alternatively, SAP Management of Change can
be deployed directly on SAP ERP 6.0, provided
SAP ERP is running with enhancement package
6. Integration with the environment, health, and
safety risk assessment functionality requires version 3.0 of the component extension for the SAP
Environment, Health, and Safety Management
application, which can be installed on SAP ERP
6.0 running with enhancement package 6.
Find Out More
For more information about operational
risk management, the SAP Management
of Change application, and the SAP EHS
Management application, please visit
www.sap.com/sustainability/orm.
Executives need to understand how the organization is
performing with regard to safety, quality, maintenance,
and productivity. They must also gauge the degree
of adoption and effectiveness of the management of
change program itself.
15
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Reducing Operational Risk with SAP® Management of

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