High business process alignment providing impactful capabilities to achieve enterprise business objectives

The Customer

Ranbaxy Laboratories Ltd, ranking 8th amongst the global generic pharma companies, has an impressive world class manufacturing facilities in 11 countries and serves customers across 125 countries worldwide

The Business Challenge

The major issues to be addressed were as follows:

• 24*7 support services to the users in multiple geographical locations across the globe
• Business processes not stabilized in various areas including stock transfers, tax related processes etc.
• Developing reports for multiple country-specific requirements
• Enterprise roll outs for their business expansions
• Proper month-end procedures and monitoring
• End-user training and evaluation of their knowledge levels in using the SAP system
• Changes in present business processes based on the external environment changes (Tax law’s etc.)
• Log monitoring and maintenance based on the logs
• Lack of proper escalation mechanism.

The Solution

Ranbaxy implemented SAP R/3 Ver: 3.1 H in April 1999, later upgraded to version 4.6C and in 2008, upgraded to the latest version of SAP ERP 6.0. Zensar setup an exclusive SAP Support desk for Ranbaxy with the support strategy to provide services to all global users from one central support desk. Zensar took over support activities for SAP from November 2004 and started support at all levels for all geographical areas involving functional, technical and new developments .The modules to be supported were FI, CO, MM, SD, PP, PP-PI, QM, PM, HR, PS, BW, Interfaces and ABAP .

Zensar laid down procedures for support globally through its offsite desk, designed the escalation mechanism complexity-wise and setup procedures which will involve people at various levels, based on the escalation. This ensured issues being resolved well within the agreed timelines. The major focus was on:

• 24*7 support globally
• Maintaining developed reports without affecting the business processes of country specific scenarios.
• Optimizing the supply chain and maximizing the resource utilization
• Improving operational excellence
• Rapid roll outs for business expansions
• Creating visibility to internal and external processes
• Optimizing period-end procedures

Business Benefits

• A single point of support for global SAP operations of Ranbaxy worldwide
• Periodic end-user training based on historical data
• Short-term roll outs in Germany, Malaysia and other locations
• Expert reporting mechanisms
• Minimizing in short-dumps and time-out errors in SAP System owing to continuous log monitoring.

Total ROI contributed by Zensar:

In the last two years Zensar’s mature processes and services has helped in overall 30% cost reduction. We are now poised at becoming the number one global partner in being positioned as the end to end integrated support and solution provider for the clients’ businesses .