1、附件三：您需要多少人來支持SAP項目？眾所周知，實施R/3費用很高，但是長期支持費用有多少？請用下文中Gartner的rules of thumb 來算一下，如果采用SAP系統你需要多少人來支持？與您原來估算的差距有多大？同高昂的長期支持費用相比，初期實施費用根本算不了什么！原文： Managing Enterprise Applications: From Packages To Productivity , GartnerGroup Europe Symposium proceedings, Cannes, France, November 2-5, 1998, Fred Magee主題：

2、企業管理軟件運用：從軟件包到生產力的轉化Gartner 集團歐洲區會議記錄。地點：法國戛納 時間：1998年11月2號到5號。To develop a rough estimate for the size of an ERP implementation staff, usefive person months per concurrent user and normalize based on estimatedproject length.基于標準的項目實施周期和每并發用戶需五人月來粗略估計ERP實施的所需人工規模。 SAP Implementation Staff % By RoleR

3、oles Avg % Range %ESP Avg %When UsedTraining-Methodology31-1220Technical Architecture71-2747Gap Analysis30-1428Module Configuration6140-8224Interfaces70-3542Custom Extensions50-2138Data Conversion60-1841Testing/QA84-1922 任 務行業平均占總人天的比例%行業范圍 的平均使用中培訓-方法論31-1220技術體系71-2747差異分析30-1428總體設置6140-8224接口70-

4、3542客戶化50-2138數據轉換60-1841質量測試84-1922Total Staff Size Coarse Rule of Thumb : 5 Person-Months per Concurrent UserSource: Gartner Measurement Selected Benchmark DataNote : ESP = Enterprise Service Providers, eg Big Sixs and large SIs依“Rule of Thumb”規則粗略估算出人員規模：每并發用戶所需五人月。資料來源：Gartner 集團的測量基準數據。備注：ESP為企

5、業服務提供商。例如國際六大咨詢服務商。 There is no correct size for an ERP implementation team, there are simplytoo many variables involved. However, having said that some data is betterthan none. Using twelve selected Gartner Measurement SAP benchmarks, thevariability in staffing quickly becomes apparent. Core implem

6、entation teamsizes ranged from 24 to 161 with implementation elapsed times ranging from10 to 48 months. No obvious meaningful correlation was present in the data, e.g. number of modules, number of instances, degree of customizationor number of interfaces. However, looking back at the implementation

7、usingoperational concurrent users as a metric, a correlation was found. Acoarse rule of thumb is 5 person months per concurrent user. Estimationsof project duration and concurrent users would lead to an overall estimatefor staff size. A rough approximation for concurrent users would be 1:6named user

8、s.對于一個ERP系統實施團隊的大小而言，沒有標準答案，因為在實際情況中涉及太多不定因素。有人說有數據總比沒有的好。引用十二組Gartner公司的測量SAP實施基準數據為例，基中人員配備可變因素變得明顯。根據SAP以往項目實施時間的情況看，其核心實施隊伍規模一般從24人到161人，實施時間范圍從10個月到48個月。在數據中沒有反映明顯意義的相關性，例如產品的模塊數、方案實例數、客戶化程度或接口等。但是，運用并發用戶的測量標準來回顧項目的實施，就可以發現它們的相關性。單憑此經驗粗略估算，每并發用戶需五人月，估計項目持續的時間和并發用戶有可以估計項目組的大小規模，一個粗略的近似數是：每并發用戶：命

9、名用戶=1：6For the 8 staff roles measured, the data indicates a wide range of usage,with configuration dominating share of staff. Approximately half the casesused ESP for certain roles and when they did the averages indicatedsignificant portions of work being outsourced. (.)Staffing sizes vary widely by

10、 organization, but can be correlated to two keyparameters, concurrent users and the industry standard Unix metric例如以8個人員任務為基準，數據顯示了一個很大的以配置來控制人員分配的使用范圍，約近一半案例使用了ESP任務，當外包重要的工作部分時，他們使用所顯視的平均數人員規模配置的變化受組織影響，但與并發用戶和相關工業應用標準的兩個關鍵參數有關聯。SPECmark92 benchmark. 以SPECmark92為基準SAP Support Staff EFT Metrics SAP

11、 支持人員，EFT標準Application Avg RangeProcess Owners191-57Super Users20-10Programmers82-22IS Support40-15Infrastructure AvgRangeOperations61-18Tech Services91-28Help Desk10-8Network10-3應 用平 均 數范 圍控制者191-57超級用戶20-10程序員82-22技術支持40-15基礎應用平 均 數范 圍操作61-18技術服務91-28桌面幫助10-8網絡10-3Rules Of Thumb :- Application Sup

12、port EFT/100 Concurrent Users : Average = 8, Range = 4 - 18- Infrastructure Support EFT/1000 SPECmark92 : Average = 3.5, Range = 2 - 6單憑經驗的規則：-應用軟件支持EFT/100并發用戶數。平均=8，范圍=4 18- 基礎軟件支持EFT/1000 SPECmark92 平均=3.5，范圍=2-5Application support covers staff that deal with user issues regardingapplications, e.

13、g. minor enhancements, bug fixes, report writing andquestions regarding application functionality. Many companies draw from thesame pool of SAP-skilled resources for both implementation and support.應用軟件支持工作人員能處理有關軟件應用用戶問題，例如：初級入門、錯誤修復。、報告的編寫和應用軟件功能問題的反映。許多公司從SAP熟練的經驗中獲得實施和支持方面的幫助。Infrastructure staf

14、fing includes technical services personnel such as the Basissupport team, systems programmers, capacity planners and performanceexperts. Also included are operations staff such as console operators, jobschedulers and tape operators. We see no great difference in infrastructurestaffing between SAP im

15、plementations and other client/server environmentswhen we look at common metrics such as support headcount per unit ofcapacity.基礎應用人員有技術服務人員，例如技術支持小組、系統程序員、生產量計劃員、執行專家等。同時亦包括相關操作人員，例如控制臺操作員，工作日程計劃員、數據備份員。當我們回顧其共同機制、標準如每容量單位的支持人員時，我們發現在SAP實施和其他客戶/服務環境之間的基本應用人員并沒太多的不同。Two rules of thumb emerge from th

16、e selected benchmark data. Total EFT forapplication support is correlated to concurrent users, similar to what wasdone earlier for implementation. Infrastructure support is better correlatedto server capacity since this measures infrastructure size. The relevantSPECint numbers are drawn from the Uni

17、x industry standard SPECmark92benchmark.單憑經驗的兩個規則出現于被選基準數據中，。EFT應用支持是與并發用戶相關聯，類似于早期為實施所做的東西。基礎支持與服務器容量之間的關系更密切，因為服務器容量可以測量支持隊伍的規模。相關的SPECint 數據從工業生產標準基準數據中抽取。Variance in infrastructure costs among SAP users is over 3 to 1. (For thetwelve SAP installations, monthly costs per 1,000 dialog steps : rang

18、e from25 to 90 USD).在SAP的用戶之間的基本費用差異是SAP用戶包含基礎結構成本（對SAP十二安裝產品，每一千個對話點每月的成本）。基礎設施成本里的變化是31倍以上。SAP12每1,000對話的每月的成本：從2590 USD的范圍。The hardware costs here include lease, maintenance and depreciation for allservers. Software includes SAP, DBMS and related software, with purchasecosts depreciated over three years. Staff costs are salaries and benefitsfor the infrastructure staff. Most SAP shops have mirrored their productiondatabase capaci