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1、附件三：您需要多少人来支持SAP项目？众所周知，实施R/3费用很高，但是长期支持费用有多少？请用下文中Gartner的rules of thumb 来算一下，如果采用SAP系统你需要多少人来支持？与您原来估算的差距有多大？同高昂的长期支持费用相比，初期实施费用根本算不了什么！原文： Managing Enterprise Applications: From Packages To Productivity , GartnerGroup Europe Symposium proceedings, Cannes, France, November 2-5, 1998, Fred Magee主题：
2、企业管理软件运用：从软件包到生产力的转化Gartner 集团欧洲区会议记录。地点：法国戛纳 时间：1998年11月2号到5号。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.基于标准的项目实施周期和每并发用户需五人月来粗略估计ERP实施的所需人工规模。 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 务行业平均占总人天的比例%行业范围 的平均使用中培训-方法论31-1220技术体系71-2747差异分析30-1428总体设置6140-8224接口70-
4、3542客户化50-2138数据转换60-1841质量测试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”规则粗略估算出人员规模：每并发用户所需五人月。资料来源：Gartner 集团的测量基准数据。备注：ESP为企
5、业服务提供商。例如国际六大咨询服务商。 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.对于一个ERP系统实施团队的大小而言，没有标准答案，因为在实际情况中涉及太多不定因素。有人说有数据总比没有的好。引用十二组Gartner公司的测量SAP实施基准数据为例，基中人员配备可变因素变得明显。根据SAP以往项目实施时间的情况看，其核心实施队伍规模一般从24人到161人，实施时间范围从10个月到48个月。在数据中没有反映明显意义的相关性，例如产品的模块数、方案实例数、客户化程度或接口等。但是，运用并发用户的测量标准来回顾项目的实施，就可以发现它们的相关性。单凭此经验粗略估算，每并发用户需五人月，估计项目持续的时间和并发用户有可以估计项目组的大小规模，一个粗略的近似数是：每并发用户：命
9、名用户=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个人员任务为基准，数据显示了一个很大的以配置来控制人员分配的使用范围，约近一半案例使用了ESP任务，当外包重要的工作部分时，他们使用所显视的平均数人员规模配置的变化受组织影响，但与并发用户和相关工业应用标准的两个关键参数有关联。SPECmark92 benchmark. 以SPECmark92为基准SAP Support Staff EFT Metrics SAP
11、 支持人员，EFT标准Application Avg RangeProcess Owners191-57Super Users20-10Programmers82-22IS Support40-15Infrastructure AvgRangeOperations61-18Tech Services91-28Help Desk10-8Network10-3应 用平 均 数范 围控制者191-57超级用户20-10程序员82-22技术支持40-15基础应用平 均 数范 围操作61-18技术服务91-28桌面帮助10-8网络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单凭经验的规则：-应用软件支持EFT/100并发用户数。平均=8，范围=4 18- 基础软件支持EFT/1000 SPECmark92 平均=3.5，范围=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.应用软件支持工作人员能处理有关软件应用用户问题，例如：初级入门、错误修复。、报告的编写和应用软件功能问题的反映。许多公司从SAP熟练的经验中获得实施和支持方面的帮助。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 implementations and other client/server environmentswhen we look at common metrics such as support headcount per unit ofcapacity.基础应用人员有技术服务人员，例如技术支持小组、系统程序员、生产量计划员、执行专家等。同时亦包括相关操作人员，例如控制台操作员，工作日程计划员、数据备份员。当我们回顾其共同机制、标准如每容量单位的支持人员时，我们发现在SAP实施和其他客户/服务环境之间
