Quality – Italian Style

Diego Barbisan, FORE´s Sales Manager

FORE s.r.l., an SAP partner based in Italy, achieved certification in the SAP Active Quality Management program for demonstrating its ongoing commitment to quality management excellence in its SAP customer projects. FORE employs SAP quality management principles and methodology in a way that maximizes the benefits of the project for the customer, while mitigating the potential risks. The AQM program is administered by the SAP Partner Quality Hub as part of the portfolio of services offered by SAP’s Partner Service Delivery organization.

Matteo Morini, who is responsible for partner quality at FORE, explains the significance of the certification for FORE’s customers, saying, “Following this methodology and thanks to the close SAP interaction, FORE can assure that projects will comply with the details agreed with the customer, honor the budget, and follow the timeline.”

Diego Barbisan, FORE’s sales manager, underscores this point by saying, “Clear interaction with customers is a milestone of FORE’s and AQM is based on this assumption.”

Founded in 2009 as part of HORSA, FORE specializes in SAP implementation projects that focus on enterprise process integration. It also offers ICT (information and communication technology) consulting based on specific technological proficiencies and project management methods. FORE’s SAP consultants have experience working in highly complex environments, which enables them to fulfill the requirements of customers and advise them on achieving organizational and process transformations.

Partnership for better quality

To achieve the AQM accreditation, FORE worked closely with the SAP Partner Quality Hub to integrate SAP’s methodology and best practices, as well as implement a quality framework throughout its organization.

Anshuman Singh Chauhan, partner service advisor at the SAP Partner Quality Hub for EMEA, met frequently with the FORE team as they progressed through a series of stringent reviews and evaluations. Noting FORE’s diligence about integrating SAP’s feedback, Chauhan says, “Continuous improvement is what FORE (Horsa) has shown ever since they have started working on the Active Quality Management Program. Every recommendation provided to them around the quality improvement plan, risk and issue management process, and change and expectation management strategy was followed with all sincerity and great results were achieved.”

Read on the next page how FORE sets its focus on customer saticfaction

On February 29, 2012, FORE became certified in the SAP AG global quality accreditation program. The company intends to apply the quality management principles it has learned to help its customers improve implementation success in key areas like SAP Business All-in -One, SAP BusinessObjects, SAP Mobility, and SAP HANA. Chauhan is confident that the accreditation will be well-received by FORE’s customers. He says, “SAP has conducted a very successful accreditation audit and I felt extremely happy to see FORE (HORSA) achieve AQM accreditation.”

Focus on customer satisfaction

As it worked with the SAP Partner Quality Hub, FORE made many changes throughout its organization to ensure success in its implementation projects. Chiefly among those, it adopted SAP’s 10 Quality Principles to guide it in every sale and implementation process phase. This has led to overall better quality through fault reduction in production systems, improved reliability of applications, renewed focus on satisfying customer requirements, and improved implementation setup. FORE has also been able to reduce costs through immediate acknowledgment of critical situations, better estimation of workloads, reduced support requests after Go-Live date, and a reduction in users’ inactive time.

As positive outcomes from FORE’s accreditation, Stefano Saloni, call center manager at FORE, cites the value of the standardized project documents from the SAP PSD Partner Quality Kit (available in the Partner Enablement Center), regularly scheduled meetings with key project managers and executives, the implementation of SAP’s ASAP 7 methodology and SAP Solution Manager, and a strong focus on customer satisfaction and lessons learned.

“In short,” says Saloni, “the AQM certification process has been especially significant to FORE.”