COCA-COLA FEMSA

SAP AGS MAnAGeS APPliCAtion lifeCyCle for BuSineSS Continuity And innovAtion
QuiCk fACtS

Our engagement with SAP Active Global Support is an investment that has paid many returns.
Hector Calva, Cio, Coca-Cola feMSA S.A. de C.v.

Company name: Coca-Cola feMSA S.A. de C.v. Headquarters: Mexico City industry: Consumer products beverage companies Products and services: Soft drinks and beer revenue: Around uS$7.84 billion employees: 105,000 Web site: www.coca-colafemsa.com Partner: SAP Active Global Support (SAP AGS) organization Challenges and Opportunities ensure business continuity via coordination of business processes, software, and infrastructure rapidly roll out new functionality for business innovation Objectives Partner with trusted advisor for comprehensive application lifecycle management SAP Solutions and Services SAP Solution Manager application management solution SAP loadrunner application by HP SAP extended diagnostics application by CA Wily SAP MaxAttention support Implementation Highlights 3 full-time on-site SAP AGS personnel Close collaboration between SAP AGS and Coca-Cola feMSA fast responsiveness to issues immediate access to global resources when needed

Why SAP Customers long, successful history with SAP SAPs unparalleled knowledge of its own software SAPs integrated approach to lifecycle management SAPs ability to manage SAP and non-SAP software systems Benefits Achieved 99.99% business process availability in landscape 25 times larger than before improved system performance lowered cost of operations reduced total cost of ownership Stabilized outsourcing costs Created value through business process innovation Existing Environment SAP and non-SAP software Third-Party Integration database: oracle Hardware: HP operating system: HP-uX

SAP Customer Success Story Consumer Products Beverages

Business continuity is paramount when you serve 200 million consumers at more than 1.5 million points of sale across latin America. Coca-Cola feMSA S.A. de C.v. ensures that continuity and supports the business with continuous innovation via close alignment of business processes, software, and infrastructure across 9 countries and more than 105,000 personnel. the SAP Active Global Support (SAP AGS) organization acts as trusted advisor in the endeavor, providing SAP MaxAttention support for application lifecycle management.
SAP AGS gained this partnership role through its integrated approach to application lifecycle management that covers SAP and non-SAP software systems. SAP AGS uses the SAP Solution Manager application management solution and SAP MaxAttention to support Coca-Cola feMSAs entire application lifecycle not just solution deployment but also operation, maintenance, and optimization. this includes documentation, testing, rollout, maintenance, upgrade, template management, change control, incident management, and business process innovation. Coca-Cola feMSA has always had an integrated business and it strategy, says Hector Calva, Cio of Coca-Cola feMSA. We want to be preventive, not reactive. Whenever i plan a new project, whether it is technical or process oriented, SAP AGS is part of it. it could be a minor migration, a full upgrade, or a business process change. it could be an issue with hardware sizing, software integration, or system performance. three SAP AGS people work in my office full time and are here with me every day. if i travel to an implementation, one of them comes with me and brings the full team required for a successful rollout. SAP AGS is part of every process, every methodology, and every project. thats what the it arm of Mexico City based Coca-Cola feMSA needs to service the business. We have to be up and running around the clock, Calva says. We have to be very aggressive and innovative always adding functionality, improving support, and speeding response. We have to align a lot of elements across our business processes, software, and it infrastructure. these are the major challenges we face in the day-to-day war for business. And thats where SAP AGS delivers. We improved performance and achieved 99.99% business process availability in

a system that is 25 times larger than when the engagement began, Calva says. We lowered our cost of operations. We reduced our total cost of ownership. We stabilized outsourcing costs, even though our landscape grew substantially. Hugo Moreno, it and infrastructure Manager at Coca-Cola feMSA, remarks, SAP MaxAttention for application lifecycle management, leveraging SAP Solution Manager and SAP solution extensions, has helped us successfully manage our it environment and create new value through carefully managed business innovation.

Complex Landscape Requires Continuous Attention

With around uS$7.76 billion in annual revenue, Coca-Cola feMSA is the largest beverage company in latin America and the number one Coca-Cola bottler in the world, responsible for almost 10% of Coca-Colas global sales. the company produces Coca-Cola, Sprite, fanta, lift, and other trademark beverages of the Coca-Cola Company. founded 118 years ago, Coca-Cola feMSA operates under a business philosophy based on respect for human dignity and the creation of economic and social value for the communities in which it does business. those communities, and the companys operations, span Mexico, Guatemala, nicaragua, Costa rica, Panama, Colombia, venezuela, Brazil, and Argentina.

SAP MaxAttention for application lifecycle management, leveraging SAP Solution Manager and SAP solution extensions, has helped us successfully manage our IT environment and create new value through carefully managed business innovation.

Hugo Moreno, it and infrastructure Manager, Coca-Cola feMSA S.A. de C.v.

Coca-Cola feMSAs wide-ranging operations and locations many brought into the corporate fold via acquisition presented the company with a complex solution environment. individual it groups supported each site, maintaining systems from numerous providers. the systems were connected by hundreds of interfaces, adding to the infrastructure complexity. We did not have the it capability to continuously monitor, maintain, and upgrade this enormous landscape, Calva says. during one legacy upgrade, we experienced delays because solution

and optimization of business process performance. SAP AGS interacts with both business and it personnel who work at Coca-Cola feMSA as a team. our it process-oriented managers work with SAP software functionality; our technically oriented managers handle infrastructure, Calva says. if its a supply chain project, the supply chain manager has to get involved with the architecture specialist regarding performance, scaling, and sizing. Similarly, infrastructure personnel work closely with business process owners to ensure correct alignment. SAP AGS supports both.

interact with large supermarkets or grocery chains. in this case, instead of changing the process, we might change the way the transaction is performed from an it architecture standpoint. SAP AGS resolves issues on-site or calls on global SAP resources for expert assistance. Coca-Cola feMSA gives high marks to its responsiveness. Says Calva, no matter where they are in the world, when we have a problem our SAP AGS technical quality managers take our calls and address our concerns. these are top-notch consultants focused on customer service. they always provide us with the right contacts at the right time to solve our problems, sometimes within minutes or hours.

With SAP AGS, we continued on course to implement 241 operative units in 9 countries without a single failure or delay.
Hector Calva, Cio, Coca-Cola feMSA S.A. de C.v.

SAP and Non-SAP Software Landscape Orchestrated as One

Coca-Cola feMSA especially likes the fact that it can rely on SAP AGS to help with solutions that involve other vendors. for example, the bottler uses the SAP loadrunner application by HP to test its core business processes and identify performance issues. it also uses the SAP extended diagnostics application by CA Wily to monitor the root cause of complex issues in its portal and back-end systems. these applications played a crucial role during a recent rollout in Argentina, Calva says. SAP loadrunner by HP tests applications to predict solution behavior and performance under various conditions; in this instance, it enabled

performance was not keeping pace with business needs. We had been able to roll out only two distribution centers before we had to halt the implementation. We called in SAP AGS and it quickly fixed the problems. With SAP AGS, we continued on course to implement 241 operative units in 9 countries without a single failure or delay.

Integrated Approach Provides Comprehensive Application Lifecycle Management

the ongoing SAP MaxAttention engagement is focused on infrastructure monitoring, risk and mitigation strategies, deployments and upgrades, testing,

According to Calva, every issue involves a give-and-take process between Coca-Cola feMSA and SAP AGS. We might have a transaction that is taking too much time, he says. SAP AGS will perform an SAP Business Process Performance optimization service to determine if its a technical or business-related issue. if it is in the business realm, well discuss if we should look at other approaches. Sometimes we change the process; other times we tell our partner, this is the way we have to do it. for example, in Mexico our supply chain serves mom and pop stores 220,000 in Mexico City alone. this requires that we do things in a certain way; its very different from how you

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us to tune the sales order transaction for higher performance. SAP extended diagnostics by CA Wily monitors our it environment 24x7 to detect problems proactively and resolve issues quickly. this allowed us to analyze performance issues for our telesales business processes. Both these applications are critical, so were pleased that SAP AGS was able to transfer knowledge to us on how to implement and use them effectively.

Application lifecycle management is so important because it enables you to synchronize your business processes with the underlying technology, Calva says. We own the process, SAP owns the software, and HP owns the infrastructure. the combination of SAP AGS, SAP MaxAttention, and SAP Solution Manager aligns all three elements in service to the business. Coca-Cola feMSA will continue to draw upon SAP AGS services for all new SAP applications. thats how it plans to sustain business continuity and process innovation. Since i have been working with SAP AGS, i have never stopped a rollout, Calva says. i have had issues but they have always been resolved, and we have always advanced the alignment of process, software, and infrastructure. this is very important, because every year i have new projects, new problems, and new acquisitions. our engagement with SAP Active Global Support is an investment that has paid many returns.
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Enterprise-Wide Upgrade Supported by SAP AGS

that rollout was part of an upgrade to newer versions of SAP software, with the objective of standardizing applications, processes, user roles, and methodologies across all of CocaCola feMSA. the company is getting SAP MaxAttention support on the initiative, which it calls the Homologation project. the word has Greek roots homologos and means agreement. thats what Coca-Cola feMSA is seeking agreement, or alignment, across all elements of the business.