Client Successes
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PeopleSoft Finance solution for ceramics industry leader
April 9, 2013
Processes
Locations
Asia
China

The client is the world leader in specialty glass and ceramics. Drawing on more than 150 years of materials science and process engineering knowledge,  the company creates and makes keystone components that enable high-technology systems for consumer electronics, mobile emissions control, telecommunications and life sciences with more than 25,000 employees working in 70 locations worldwide, including research centers in North America, Europe and Asia.

Project Overview

Ataway worked together with the client’s ITSD (Information Technology Service Delivery Team) and EFS (Enterprise Functional Support Team) to maintain the integrity of the PeopleSoft financial system and ensure that financial applications were functioning in accordance with prescribed metrics. Ataway also determined whether end users were receiving appropriate responses and support when problem calls were logged.

Initial Project Timeline

• Scope: Day-to-day system break fixes, training, documentation, testing
• Service Level : The Enterprise Functional Support (EFS) team provided 24/7 Global coverage for problem resolution
• Number of users: More than 50 users (30 in the Asia Shared Service and more than 20 unit users based in Japan, Korea, China Mainland, Singapore, Taiwan, Hong Kong and Thailand)
• Number of supporting cases: 50 cases monthly on average
• Duration:  12 Months
• Location of services performed: On-site

Challenges

One of the main challenges Ataway faced in implementing the project was supporting the client’s new Asia Shared Service Center running on PeopleSoft Financials with users that had different levels of system understanding. Additional complexities involved supporting the whole Asia Pacific region with around 10 units located in different countries, including Japan, Korea, China Mainland, Hong Kong, Taiwan, Thailand and Singapore and establishing proper communication/cooperation with teams in different time zones.

Solutions

Among the solutions which Ataway provided for the client:

Providing primary technical and functional regional support for the following Peoplesoft Finance modules: General Ledger, Project Costing, Asset Management, Accounts Payable, Accounts Receivable and Billing
Conducting problem resolution as cases arose, including online applications as well as interfaces and reports
Participating in 24/7 support of the application
Interacting with technical and functional personnel from other regions for application support
Completing required documentation according to team standard processes
Interacting with vendors for problem resolution and IT teams (including database administration, architecture and NT server teams)
Creating and updating test scripts, executing when needed
Providing knowledge of the application
Participating in individual knowledge transition sessions (with group settings as needed)
Assisting with proactive communications efforts to the end-user community and team members

Achievements & Outcome

Ataway has helped the client have successful monthly financial closings since January 2006. Users became familiar with the new system and became skilled users. Ataway took control of immediate case handling and the local client resources were trained by the Ataway team.

Overall, the client was very satisfied with support deliveries and the service quality.

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