SAP Solution Manager Business Process Monitoring of a SAP CRM Solution

Robert Max [email protected]

[ CHAVONE JACOBS

ASUG INSTALLATION MEMBER MEMBER SINCE: 2003

[ ALLAN FISHER

[ COREY PEARSON

ASUG INSTALLATION MEMBER MEMBER SINCE: 2008

ASUG INSTALLATION MEMBER MEMBER SINCE: 2008

[ Learning Points
Learn how to take advantage of the business process monitoring capabilities of Solution Manager Learn how Solution Manager's business process and interface monitoring can add value to your Information Technology Organizations end-to-end solution operations Learn how Solution Manager can meet the business process monitoring needs of the business Learn where Solution Manager is not the appropriate tool for BPM

Real Experience. Real Advantage.

[ Return on Investment
Leverage the existing tools you have at your disposal to enhance your organizations service levels. Software Acquisition Costs = 0 Locate the education resources available to you today to teach you how to implement Solution Manager driven Business Process Monitoring External Training Costs = 0 Learn how to configure self-service business process monitoring and reporting minimizing IT support hours Monthly IT SLA Reporting Effort => Decreasing to zero Improve : Customer Satisfaction User Efficiencies Solution Availability
Real Experience. Real Advantage.
3

[ Does Your Organization Have?

A Business Process Management Team focused on Design, Optimization and Monitoring is described
The team can increase revenue, shorten business processes, reduce expenses etc. The team will should have a charter, staffing and funding Tools have been acquired, implemented and the team is knowledgeable in their use A focus on the Information Technology Organization's service levels and processes increases Customer-Sat
This presentation is also relevant for those individuals who come from organizations where a BPM Team has not been established. Where BPM has a lower priority; headcount and funding are constrained and the focus is elsewhere.
Real Experience. Real Advantage.
4

[ What Well Cover

BPM Pilot Project: Deductions Management Solution Manager E2E Solution Operations Business Process Monitoring - CRM Wrap-up

Real Experience. Real Advantage.

[ International Beverage Bottling and Distribution

Company Using SAP
$19.8 billion (USD) annual revenue 42 billion physical cases 46 of the states in the U.S.A., Canada, Great Britain, Netherlands, Luxembourg, Belgium, France

74,000 employees Approximately 450 facilities 55,000 vehicles 2.4 million pieces of equipment (vending, cooling, etc.)

Real Experience. Real Advantage.

[ Business Issue
Accounts receivable and customer account management processes are consolidated into regional billing centers. SAP Deductions Management Cockpit provides a more comprehensive view of the customers financial history Information accumulated to provide a 360 degree view of the customer/company business relationship SAP FSCM (Financial Supply Chain Management) includes a more streamlined handling of billing disputes and collections Additional applications support the business process and must be integrated Legacy Route Management System to take orders, deliver product and handle collections Imaging system to scan and index invoices with signatures and notations System to track and document customer discounts and incentives
Real Experience. Real Advantage.
7

[ Financials Accounts Receivable

SAP R/3 BASIS Billing

Non R/3

Billing Run monthly statements ZF.27

ASCORE

Run Dunning F.150 Non R/3 Lockbox (FLBP)

VITRIA

Non R/3

Residual documents (overpayment/underpaym ents)

Clear open items SAPF124, F-30

CMA

Non R/3
Real Experience. Real Advantage.

Write Off

[ Deductions Management Application

The timely delivery of results from several SAP and non SAP Applications needed to be orchestrated Information was processed by multiple systems (BASIS, AS/Core Vitria) on its way to the SAP BW and R/3 Systems The normal 24 hour fulfillment cycle ran 24x7 with a preference for off hours and weekend deliveries. Adding on the Sales Centers daily close and it could be 72 hours before delivery and invoicing information passed through multiple legacy systems to show up in the financial system. Some customers were immediate payment others net 30 Invoices could be scanned on site or mailed but the images needed to be indexed and available to the Deductions Management Clerk SAP Deductions Management remained in only two of the A/R centers past the original enterprise wide deployment date until issues were addressed
Real Experience. Real Advantage.
9

[ Availability and Service Level Management

A team was established with the responsibility for improving application availability A core team was augmented with a virtual team of representatives from different parts of the IT Organization
UNIX Systems Administrators zOS and DB2 Systems Administrators iSeries Systems Adminstrators IS Operations Production Control and Scheduling Systems Management Software Support Specialists Client Support Center (Help Desk) Basis Administrators
10

Real Experience. Real Advantage.

[ Deduction Management
R/3
Manual Clarification Over / Underpayment Create Residual Items Justified Assignment of owners Write Off J4I3 Notes Tickler per clerk Clean Up Master Data Re-bill the customer Unjustified

Documents without actions

Get paid

Long term Write off

Sets priority, outcome code, assignment, action code

Collection Management

To Do List

Dunning Process

Real Experience. Real Advantage.

[ Six Sigma Utilized

Define-Measure-Analyze-Improve-Control (DMAIC)
Define: Set the context and objectives of your improvement project Measure: Determine the baseline performance and capability of the process or system youre improving Analyze: Use data and tools understand the cause-and-effect relationships in your process or system Improve: Develop the modifications that lead to a validated improvement in your process or system Control: Establish plans and procedures to ensure your improvements are sustained

Improve the efficiency and effectiveness of a process and subsequently business performance Proven methodology
Real Experience. Real Advantage.
12

[ Six Sigma Why?

A partner company had successfully exploited Six Sigma and was willing to support its use within our company:
Six Sigma Green Belt Training was available to our staff A Six Sigma Center of Excellence had been established Projects were supported with tools and Six Sigma Black Belt Advisors

Leverage existing tools, organizational competencies, established departments and initiatives whenever possible.
Tip
Real Experience. Real Advantage.
13

400 300 200 100 0

MSeconds

MSeconds MSeconds

1000

1000

500
500 0

DATE

Throughput [ Track Response Time and Manager of Important R/3 Transactions with Solution

Real Experience. Real Advantage.

FB03 Display Document

ZFBL5N Customer Line Items

DATE DATE

06/ 07/ 08/ 9/4 10/ 10/ 11/ 12/ 1/2 2/1 3/1 4/1 5/1 6/1 7/1 8/1 9/1

F-30 POST WITH CLEARING

06/1 06/2 07/1 07/2 08/0 8/21 9/4/ 9/18 10/2 10/1 10/3 11/1 11/2 12/1 12/2

06/1 07/1 8/21 9/25 10/3 12/4 1/8- 2/12 3/19 4/23 5/28 7/09 8/13 9/17

No of Dialogue Steps 600,000 400,000 200,000 0

No. of Dialogue Steps 0

200,000

400,000 0

1,000,000

2,000,000
DATE

DATE

FB03 Display Document

ZFBL5N Customer Line Items

F-30 POST WITH CLEARING

DATE

06/1 07/0 07/2 08/1 9/4/ 9/25 10/1 11/6/ 11/2 12/1

No. of Dialogue Steps 06/ 07/ 8/2 9/2 10/ 12/ 1/8- 2/1 3/1 4/2 5/2 7/0 8/1 9/1

14

[ IT Service Management - Service Delivery

Processes Utilized
Service Level Management Maintain and improve IT service quality, through a constant cycle of agreeing, monitoring and reporting on IT service achievements Availability Management Providing the sustained level of availability required by the business in a cost effective manner Capacity Management Ensuring that the capacity and performance needs of the business are being met

IT Service Continuity Management Ensuring that the necessary IT services can be recovered within the agreed business timescales

Service Desk

Financial Management for IT Services Cost-effective control and management of the IT assets and the financial resources used in delivering IT Services

IT Infrastructure
Real Experience. Real Advantage.
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[
IT Service Management - Service Support Processes Configuration Incident Management Problem Management
Management Identifying, controlling and verifying IT Components and their Interrelationships. Provides information key to other processes Focusing on the quick restoration of service minimizing the impact to the business Getting to the root cause of incidents and ensuring that permanent solutions are deployed to prevent reoccurrence

Change Management Minimizing the impact of change on the business through standardized methods

Service Desk

Release Management Deployment of packaged changes reducing the impact of frequent one-off change implementations

IT Infrastructure
Real Experience. Real Advantage.
16

[ ITIL and Solution Manager

ITIL is what has to be done SAP Solution Manager is how it is to be done ITIL processes supported by Solution Manager:
Service Delivery Service Support Application Management
Ref: SAP Solution Manager - ITIL Support, SAP Press Published 2005

We had a methodology and a set of defined best practices. What we needed next was the right tool for the job.
Real Experience. Real Advantage.
17

[ Results of the BPM Pilot Project

The goal was to address all of the issues that kept the company from deploying the SAP supported accounts receivable process to all processing centers. Success was the deployment of the solution to all shared services centers. A Six Sigma DMAIC Project was initiated with a goal of Information on Glass i.e. getting all of the Deductions Management Clerks information to the screen. Solution Manager v3.2 was valuable but other tools and custom development were used Multiple dashboards were created to consolidate data from solution manager and third party applications. Lesson Learned: BPM Added Value and Promoted Success Cost and Effort to Implement was High!!!

Real Experience. Real Advantage.

18

[ What Well Cover

BPM Pilot Project: Deductions Management Solution Manager E2E Solution Operations Business Process Monitoring - CRM Wrap-up

Real Experience. Real Advantage.

19

[ SAP Solution Manager

SAP Solution Manager is the centralized, solution management platform with functionality that covers all key aspects of solution deployment, operation, and continuous improvement. It combines tools, service content, and offers direct access to SAP to increase the reliability of solutions and lowers your total cost of ownership. (http://service.sap.com/solutionmanager) SAP Solution Manager is the strategic communication and collaboration platform. Key Functionality SAP Early Watch Alerts Enable Delivery of SAP Services Enable SAP Maintenance Optimizer Central System Landscape Directory (SLD) This Key Functionality is the minimum requirement for any SAP Customer
Real Experience. Real Advantage.
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[ Solution Manager - Implementation

Initial Steps
Hardware is in place and sized accordingly OS and Database are loaded Latest Solution Manager Software Staged and available Including latest Solution Manager SP-Stacks to be applied SAProuter Service Marketplace connection in place and operational Operating System, Storage (if SAN-connected), and Network support is available on demand Connectivity to systems in landscape to be supported
Key Activities Week 1 1 2 3 4 Week 2 5 1 2 3 4 5

Site Assessment Review - Verify SAP Environ.

Identify SAP Systems to be included in Landscape Install SAP Solution Manager Apply SolMan Support Packs SolMan IMG Configuration and Define SLD Apply OSS Notes/Service Configure and Test Maintenance Optimizer Complete Installation, Apply Service etc.
Real Experience. Real Advantage.
21

[ SAPs Solution Manager Preparation Service

With the SAP Solution Manager Preparation Service you can expect to: Verify the configuration of your SAP Solution Manager environment Optimize the configuration of your SAP Solution Manager for service delivery Enable the SAP Solution Manager as a delivery platform for remote and on-site SAP Support Services. The SAP Solution Manager Preparation Service is part of the SAP Solution Manager Services program This program offers you a series of services to keep your SAP solutions running optimally, Improving return on investment and reducing the cost of operations These services optimize applications and system operations. http://service.sap.com/solutionmanager - For More Information
Real Experience. Real Advantage.
22

[ What Well Cover

BPM Pilot Project: Deductions Management Solution Manager E2E Solution Operations Business Process Monitoring - CRM Wrap-up

Real Experience. Real Advantage.

23

[ SAP Standards for E2E Solution Operations

Implementation of SAP solutions
SAP methods & tools Global rollout Customizing sync. E-learning mgmt. Test management

Solution Monitoring
System monitoring Business process monitoring Central system administration EarlyWatch Alert / SLAs Solution reporting

Service Desk Upgrade of SAP solutions

SAP methods & tools E-learning mgmt. Test management

CORE

BUSINESS
PROCESSES

Change Request Management

Manage regular and urgent corrections Manage hot news notes Manage support package stacks

Manage Incidents Problem Management Manage Service Connections Integration of 3rd-party help desks Root Cause Analysis

Delivery of SAP Services

Onsite/remote delivery Issue Tracking SAP 2007

Real Experience. Real Advantage.

[SAP shares world class support know-how

SAP Standards for Solution Operations bring E2E Solution Operations to you! Solution Operations Standards
Define mission-critical operations processes Provide Best Practices and Implementation Roadmaps Based on a general organizational model Trainings/Certifications are available Increase business process availability SAP 2007 Improve data consistency and transparency Strengthen business process performance Ensure maintainability and upgradeability of your solution landscape

The standards allow you to:

Real Experience. Real Advantage.

[ SAP Standards for Solution Operations

Incident Management Exception Handling Business Process and Interface Handling Data Integrity Change Request Management Upgrade eSOA Readiness Root Cause Analysis Change Control Management
Real Experience. Real Advantage.

Minimum Documentation Remote Supportability Data Volume Management Job Scheduling Management Transactional Consistency System Administration System Monitoring

26

[ Solution Manager Work Centers

Work Centers
Are

role-based

Enable
Use

easy navigation for end users

a common interface for central administration of solutions

Support

Service Level Management

Starting with SAP Solution Manager 4.0 (SP-stack 15)

Available

Available Work Centers

System Administration

Delivery System Monitoring Change Management Incident Management Solution Landscape and Job Scheduling Management Operations Setup Root Cause Analysis Implementation and Upgrades Business Process and Interface Monitoring
Real Experience. Real Advantage.
27

Service

[ What Well Cover

Real Experience. Real Advantage.

28

[ What Well Cover

BPM Pilot Project: Deductions Management Solution Manager E2E Solution Operations Business Process Monitoring - CRM Wrap-up

Real Experience. Real Advantage.

29

[ Starting Point for Business Process and Interface

Monitoring concept
Phases of a Software Implementation Project
Strategic Framework

Technical and Integration Design

Technical and Operations Implementation

Cutover and Start of Production

Operations and Continuous Improvement

Define and Create a Monitoring Concept

Implement the Monitoring Concept

Start Monitoring

Continuous Improvement

Ideal Starting Point:

Creation of Monitoring concept started during the Technical and Integration Design phase of implementation project

Later Starting Points:

Establishing a Business Process and Interface Monitoring concept can be started during a later phase at any time during the productive operation of the business processes.

Real Experience. Real Advantage.

SAP 2008 /

[ Implementation Methodology for Business Process

and Interface Monitoring
Define and Create a Monitoring Concept Implement the Monitoring Concept Start Monitoring Continuous Improvement

Step 1 Identify core business processe s

Step 2 Identify process steps and interfaces

Step 3 Identify business requireme nts regarding process execution Step 8 Define Reporting Objects and Reporting Activities

Step 4 Define monitoring objects, alerts and thresholds

Step 5 Define monitoring activities

Step 6 Define communic ation and escalation procedure s

Real Experience. Real Advantage.

Step 7 Assign monitoring activities to responsibl es

Step 9 Define communic ation and escalation procedure s

Step 10 Assign reporting activities to responsibl es

[ Activity Management
Purpose
Activity Management supports the sales and service process in all phases and provides information about all activities carried out to serve the customer. This scenario supports a sales process with various types of activities and tasks.

Benefits
Complete interaction history for Customer Complete integration with all CRM processes Evaluation and management of activities and relationships Effective tasks and time management CRM calendar integration Groupware calendar integration (Lotus Notes or Outlook) Prioritization of dates and tasks Team selling supported

Business Roles

Sales Manager

Sales Employee

Real Experience. Real Advantage.

SAP 2007 / Page 32

SAP 2008 /

[ Example CRM Sales Activity Management

Accounts & Contacts
Visit Planning Fact Sheet Email Integration Activity Management Interaction History Marketing Attributes Relationship Management Customer Analysis Account Classification

33

Real Experience. Real Advantage.

[ Solution Manager Monitoring

Real Time Event Monitoring Measure Response and Throughput

Activity Management
Schedule activities

Response Time of Important Transactions Quantity of Important Transactions

Dialog Response Time

Open Calendar

CRM Analytics

CRM Basic Sales CRM Activity Management CRM Account and Contact Management CRM Opportunity Management CRM Territory Management

No. of Activities / Tasks created No. of Activities / Tasks in status Open

Create activity/task

Search activity/task

Maintain activity/task

Save activity/task

Replicate activity/task with groupware

Real Experience. Real Advantage.

[ What can Solution Manager Monitor?

Alert Type
Business Activities/Tasks
# of Business Activities/Tasks created # of Business Activities/Tasks 'Open'

Selection Options
Business Transaction Category, Business Transaction Type, Input Channel, Sales Organization, Distribution Channel, Division, Created by, Older than x days, Previous Day

Dialog Performance per transaction and SAP instance per transaction-specific function codes (CUA internal commands) per transaction-specific function codes transferred in HTTP requests per HTTP request per program / function name in RFC call
35

Real Experience. Real Advantage.

[ Rule Based Monitoring of Events

Create a MTE (Monitoring Tree Element) Class for Response Time

Tip

www.sdn.sap.com/irj/sdn/netweaver Lifecycle Management -> Operations for SAP Tutor Sessions on this activity
36

Real Experience. Real Advantage.

[ Rule Based Monitoring of Events

Operations can be messaged when response time goes red

Monitoring on specific transaction codes is also available.

Real Experience. Real Advantage.

37

[ Self Service CRM Analytics Available

Cross-Scenario Analyses Industry-Specific Analyses Entitlement Analyses Service Analyses Interaction Channel Analyses Cross-Application Performance Analyses Customer Analyses Product Analyses Marketing Analyses Digital Asset Management Analysis Sales Analyses Rebate Processing Analyses E-Analytics Partner and Channel Analytics
Active/Passive Analysis Activities/Items per Activity Partner Activities per Category (Employee Responsible, Document Level) Activity Details Activity History Activity Partner with Open Activities Distribution of Activities per Organizational Unit Intensity of Customer Care by Employee (Sales Manager Portal) Intensity of Customer Care by Partner (Sales Manager Portal) My Team's Planned Activities Number of Activities per Category Planned Activities AND EVEN MORE!!!!!!!!!

www.help.sap.com Search CRM Suite Keyword: Analytics

Real Experience. Real Advantage.
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[ Interface Monitoring Example CRM Service

Check for Error in Distribution
SAP ERP
Dialog Response Time Dialog Response Time Dialog Response Time

SAP CRM
Create Service Quotation

No. of Work Orders Created No. of Work Orders Overdue Create Work Order

Create Service Order

Determine Valid Warranty Create Service and Sales Order Items Determine Service Contract

No. of Documents created No. of Documents in status Open, In Process or Erroneous

No. of Documents created No. of Documents in status Open, In Process or Erroneous No. of Documents 'To be Distributed / Error in Distribution

Post Goods Issue for Spare Parts Transfer Working Time via CATS No. of Invoices Created Create Invoice Transfer Invoice to FI/CO No. of Invoices not Transferred to FI
Real Experience. Real Advantage.

Release Service Order Create Confirmation Close Confirmation

Create Invoice Release Invoice

Solution Manager shines when multiple components are involved!!!

39

[ Communicating Information on Business Processes

Information Reporting Communication Channels SMS Text Page for immediate notification
Dashboard where status is immediately accessible Reports Consistent Delivery of categorized KBIs Interactive Reporting Use of Information Analytics

Workflow Measure with regard to Event and Response Cycle:

Response Time/Duration Number of events in queue Types of Responses

Real Experience. Real Advantage.

40

[ Putting it all Together Service Desk Example

Purpose
This scenario describes the typical activities of an interaction center agent for customer service interacting with a customer by e-mail or by telephone.

Key Points
Interaction Center WebClient Inbound phone call processing E-mail handling (receipt and reply) Extensive business partner information Problem and solution search in a knowledge database using Software Agent Framework (SAF) Creation of service tickets and processing of related data (installed base components, contracts, service level agreements, warranties)
Business Roles
Real Experience. Real Advantage.

IC Agent Service

IC Manager
41

[ Solution Manager Monitored Components

CRM ApplServer - ABAP IC Web Client User GUI TREX Knowledge Repository SAP BI Data Analytics SAPConnect E-mail Services RFC Queues Exchange Data between Systems
qRFC Alert Monitoring Blocked queues Status of R&R Queue Demon (CRM) Status of R&R Queues (CRM) Size of Queue Queues on hold

Service Order Management Dialogue Response Time for: Create Service Order Create Activity/Task Search Activity/Task No of Documents Created No of Documents Open, In Process or Erroneous No of Documents - Error in Distribution

Real Experience. Real Advantage.

42

[ Self Service CRM Analytics Available

Cross-Scenario Analyses Industry-Specific Analyses Entitlement Analyses Service Analyses Interaction Channel Analyses Cross-Application Performance Analyses Customer Analyses Product Analyses Marketing Analyses Digital Asset Management Analysis Sales Analyses Rebate Processing Analyses E-Analytics Partner and Channel Analytics
Interaction Center Analytics Service Ticket Overview Open Service Tickets Open Service Ticket History Average Lead Time E-Mail Response Management System Analytics Interaction Modeling and Evaluation Interactive Scripting Evaluation IC: Connection Volume IC: Connection Volume (in Time Intervals) IC: Transfers IC: Transfers (in Time Intervals) Interaction Statistics in Time Intervals (General) AND EVEN MORE!!!!!!!!!

www.help.sap.com Search CRM Suite Keyword: Analytics

Real Experience. Real Advantage.
43

[ CRM Business Process Monitoring - Summary

Solution Manager can define and monitor a solution
Resident on One System That is a Business Process that Spans Applications

BPM Reporting is Available via

CRM Analytics (Internal) BI (External) Solution Manager

Who is the Consumer of the Information?

End Users Prefer CRM Analytics and BI IT Analyst and Technical Administrators Prefer Solution Manager

Real Experience. Real Advantage.

44

[ What Well Cover

BPM Pilot Project: Deductions Management Solution Manager E2E Solution Operations Business Process Monitoring - CRM Wrap-up

Real Experience. Real Advantage.

45

[ Using Solution Manager BPM Lessons Learned

Component Monitoring generates event notifications. Incident management process begins before the first user calls Regular reporting of Solution Manager information to the functional user is only important
When the information is changing often When the information is relevant and not accessible through the Applications Analytics When a longer running problem exists waiting for resolution e.g. dialogue response time issues

Dashboards are a good solution for consistently reporting information to a wider audience. Report Card of Key Business Indicators Business users prefer their applications built in analytics over solution manager - Leverage what is already available Solution Manager is first and foremost a tool for IT and not for endusers

Real Experience. Real Advantage.

46

[ Resources
SAP Service Marketplace references *
http://service.sap.com/bpm http://service.sap.com/solutionmanager http://service.sap.com/runsap http://service.sap.com/businessmaps http://service.sap.com/supportstandards

SAP Solution Manager E-Learning (Free!!!!)

www.service.sap.com/okp

More Free Education and Training

www.sdn.sap.com e-Learning

* Requires login credentials to the SAP Service Marketplace

Real Experience. Real Advantage.
47

[ Resources (cont.)
ITIL references
http://itsmfusa.org www.itil.co.uk/index.htm

Americas SAP Users Group

www.asug.com
Review SIG pages for Systems Management, Business Process Architecture and Solution Manager,

Real Experience. Real Advantage.

48

[ Resources SAP Solution Manager 2009 Edition

Complete reference to SAP Solution Manager, by Marc O. Schfer and Matthias Melich (SAP Press)
Concept of SAP Solution Manager and its strategic importance for application management and cooperation with a strong reference to ITIL Comprehensive approach to the complete portfolio along the lifecycle (all functions, tools, and processes, including third-party integration) Detailed customer field-reports deliver insight into first-hand, practical experience
Real Experience. Real Advantage.
SAP 2008 /

[ Resources SAP IT Services & Application

Management
Pocket guide on SAPs ITIL adaptation, by Liane Will and Sabine Schler (SAP Press)
Adaptation and enhancement for requirements of SAP operations according to the ITIL standard, particularly for application management processes and integration processes between IT Service and application management SAP tools and services supporting the implementation of processes Reference to the optimization of business German edition, March 2006 ISBN: 3-89842-795-1 management in the environment of English edition, June 2006 ISBN-10: 1592290949 SAP landscapes SAP Real Experience. Real Advantage.
2008 /

[ Key Learnings
Leverage existing Business Process improvement initiatives, resources and methodologies (Six Sigma and ITIL IT Service Management) Solution Manager is available at your organization SAP Standards for E2E Solution Operations is the roadmap Metrics on Availability, Response Time and Scale are the easiest to derive BPM projects can be oriented around issue resolution and problem solving and not necessarily continuously ongoing Always review the business process analytics that are shipped from SAP before creating new ones Free Solution Manager Training can be found in the SAP Service Marketplace

Real Experience. Real Advantage.

51

[ Your Turn!

Robert Max | Mobile: 770.403.4278 | Email: [email protected]

925 North Point Parkway Suite 160 Alpharetta, GA 30005 http://www.RunE2E.com

Real Experience. Real Advantage.
52

Thank you for participating.

Please remember to complete and return your evaluation form following this session. For ongoing education on this area of focus, visit the YearRound Community page at www.asug.com/yrc

]
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SESSION CODE: 4608

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