O&M CASES | MSC (Dalian) Information Technology Co. , Ltd

Company Profile

Sinoma Science & Technology Co., Ltd. is the pioneering hub for special fiber composite materials technology in China and the only high-tech enterprise in the industry that integrates research and development, design, and manufacturing.

Industry Type

Manufacturing

Company Size

A listed group company with over 20,000 employees.

SAP System Application Status

SAP ERP 6.0, with implemented modules including MM, SD, PP, FICO, PS, QM, and WM.

Business Needs

Requirement Analysis: Communicate with clients to gain a detailed understanding of their operations and maintenance (O&M) needs and clarify project objectives. Currently, we have three types of O&M tasks:Daily Operations and Maintenance (O&M): Receive client O&M issues via communication software and O&M issue lists.Business Capability Enhancement: Provide full-module training for key users and internal IT teams.Self-Capability Improvement: Enhance the client's self-capabilities.
Customized Operations and Maintenance (O&M) Solutions: Provide personalized O&M solutions based on customer needs, covering technical support, system monitoring, and troubleshooting.Daily Operations and Maintenance: Customized 24/7 (7*24) response for users (monthly and annual settlements require a response within 30 minutes).Business Capability Enhancement: Develop customized training documents based on the customer's actual business and system application scenarios, and conduct full-module training to enhance users' business capabilities. Application Iteration and Optimization: For business scenarios that were not fully refined during the initial launch phase, gather detailed requirements through online meetings with end-users and internal IT teams, and develop solutions. Provide detailed explanations of the solution and key changes in business processes to key users and end-users.

Implementation and Deployment: Daily Operations and Maintenance (O&M):Conduct root cause analysis on issues raised by users. O&M consultants are required to analyze problems from multiple perspectives, including whether business processes are standardized, data is accurate, and user operations are compliant. Provide users with detailed explanations on problem resolution and prevention strategies for similar issues to enhance their capabilities.Business Capability Enhancement:Conduct training for users and internal IT teams, including online explanations, Q&A sessions, and training exams. Through business capability enhancement training, genuinely improve user capabilities, thereby boosting enterprise operational efficiency and reducing the risk of system operation errors.
Operations and Maintenance (O&M) Support and Optimization: Describe follow-up O&M support, such as regular system checks, performance monitoring, and user training. Provide specific details on system optimization, troubleshooting, and efficient support services.

Customer Feedback

"During critical periods such as month-end and year-end closing, your team's service response speed and professional expertise have been truly impressive. Especially during holidays, when we encountered tough issues, your dedicated support team was able to respond swiftly within half an hour—a level of efficiency that far exceeded our expectations. Thank you for your efforts in ensuring the stable operation of our business. We look forward to continuing our collaboration with you in the future!"

O&M Process

Problem Response

In the event of system issues, we immediately activate the emergency response mechanism. We contact customers as soon as possible to obtain detailed information about the specific symptoms and scenarios of the problem, enabling us to triage and initiate the troubleshooting process efficiently.

Problem Analysis

In response to the issues that arise, our professional team employs advanced technical tools and methods to conduct in-depth analysis. This includes analyzing from multiple perspectives, such as user interface operations, system configurations, and leveraging our expertise, to accurately identify the root cause of the problem, providing a solid basis for subsequent solutions.

Requirements Analysis

Based on the problem analysis results, we design and implement targeted solutions. After completing the problem resolution, we conduct comprehensive testing in the testing system to ensure the problem is fully resolved. Subsequently, we provide detailed operational guidance to ensure users can smoothly use and master the system functions.

Problem Solving

Based on the problem analysis results, we design targeted solutions and implement them. After completing the problem resolution, we conduct comprehensive testing in the testing system to ensure the problem is fully resolved. Subsequently, we provide detailed solution measures to ensure users can operate and master the system functions smoothly.

Ongoing Support

After the issue is resolved, we conduct ongoing monitoring and tracking of the system to closely observe its operational status and address any potential issues promptly. This continues until we confirm the full resolution of the problem, ensuring the system operates stably in the long term.

Solution

1.7×24 Hour Efficient Service Response Mechanism

We provide a maintenance hotline and online customer service. After users report issues, our operations and maintenance team will contact them within 15 minutes and provide a preliminary solution within one hour to ensure prompt responses.

2.Proactive System Problem Detection and Optimization

Using software like ST22, we customize monitoring metrics and detection cycles based on the client’s system architecture and business needs. For instance, e-commerce systems are monitored hourly for transaction nodes, while data storage systems are checked daily for disk space and data integrity. Alerts are triggered for abnormalities, prompting in-depth root cause analysis by operations and maintenance teams. A comprehensive system check-up is performed monthly, generating reports that include performance bottlenecks, security risks, and optimization recommendations. During critical periods such as month-end, year-end closing, or holidays, a dedicated technical team is on standby to respond within half an hour, providing remote or on-site support to ensure smooth settlement processes.

3.Operations and Maintenance (O&M) Knowledge Sharing and Customer Empowerment System

We have established a well-categorized knowledge base for O&M issues, documenting problem descriptions, causes, resolution steps, and preventive measures. Regular online and offline training sessions are organized to teach customers how to handle common issues and optimize system operations, with live demonstrations using the knowledge base. Additionally, we have developed an online self-service learning platform where materials are uploaded to enhance customers' ability to perform independent O&M tasks.

Critical Deliverables

Operation and Maintenance (O&M): In addition to handling routine O&M issues, we provide optimal solutions for system and business problems left over from the initial launch. By leveraging development and creating business solutions, we optimize customer business processes, enhance accuracy, build customer capabilities, reduce operational error risks, and improve overall business efficiency.

Operation and maintenance service case