Tuesday, July 7, 2009

The Sarbanes-Oxley Act May Be Just the Tip of a Compliance Iceberg

More Financial Reporting Compliance

The Sarbanes-Oxley Act (SOX) might be only a tip of a "compliance iceberg" for many enterprises. Namely, International Financial Reporting Standards (IFRS) is another set of guidelines governing the financial statements of listed companies in Europe and other regions, which was introduced on January 1, 2005 (see Claudia Delto's 2005 article Checking It Twice—Basel II, Sarbanes-Oxley Act, International Financial Reporting Standards). IFRS and International Accounting Standards (IAS) were created by the International Accounting Standards Board (IASB) to promote internationally comparable financial statements. Regulation 2002/3626 requires that some 7,000 listed companies in the European Union (EU) prepare their consolidated financial statements in accordance with IFRS and IAS (see mySAP ERP Financials: IFRS Compliance).

Somewhat similar to SOX, the IAS framework was adopted by the European Commission to increase transparency among companies operating in the EU, with the goal to promote investor confidence and optimize working capital and risk management (see SAP for Banking: Regulatory Compliance). Moreover, IFRS requires companies to provide additional information and contains new standards for valuation, as well as clearer procedures for determining risks and company performance. The most substantial changes affect fixed assets and financial assets, whereby intangible assets such as the value of shares or investments in other companies count toward the total assets. Depreciations that are permissible by tax law but are higher than, for example, German Generally Accepted Accounting Principles (GAAP) depreciation disappear and have no negative effect on the total liabilities. In other words, under IFRS, different life and depreciation periods of assets apply than under any national GAAP (see Checking It Twice).

Also, under old accounting rules, a company could value its inventories at historic cost (original cost at the time of purchase or payment) so that, for example, an electronics goods vendor might value unsold, several-month-old DVDs at the amount they could have been sold several months ago. But, under IAS-2, when a company files its financial report, it has to give an up-to-date net realizable value (NRV). NRV is an accurate estimate of the products' market values at the time the report is published, with the idea that all corporate assets must be valued at "fair value", rather than at the possibly problematic historic cost. Companies will also need to account for the cost of all employee compensation plans, meaning that the cost of stock option plans must be reflected in company accounts, and any shortfall in company pension funds must be recorded in the accounts.

Companies in the US are not directly affected by these regulations, because they have to comply with the US GAAP financial reporting regulations instead. However, because these financial statements alone do not fulfill the legal requirements for local financial statements, financial accounting books will have to be kept in parallel so that they can be assessed both in terms of IFRS and local law (see Checking It Twice).

This requirement has far-reaching implications for companies of all sizes, since publicly traded companies need to adhere to IFRS while still complying with local tax, dividend, and other regulations, and therefore require at least two sets of financial statements. Further, because capital markets demand comparable numbers for investment decisions, even non-listed companies will be forced to issue IFRS-compliant financial statements (see mySAP ERP Financials: IFRS Compliance). This requires the use of enterprise systems that can maintain several parallel ledgers in general ledger (GL) accounting, and carry out parallel evaluations so that companies can adhere to complex accounting standards, meet capital and financial market requirements, and ensure the reliability and transparency of their financial reporting.

In this way, companies should be able to meet the different requirements of IFRS and local GAAP, as well as address such issues as business combinations, financial instruments, and share-based payments. Last but not least, a well-devised enterprise solution should not allow anyone reconfigure a workflow if a number of the SOX or IFRS compliance steps would be disregarded. Likewise, a compliance-aware enterprise system would not permit someone to move (drag-and-drop) a specific field to a different screen if that information is required for some other critical processing.

For additional information see Thou Shalt Comply (and More), or Else: Looking at Sarbanes-Oxley and Important Sarbanes-Oxley Act Mandates and What They Mean for Supply Chain Management.

Horizontal Versus Vertical Regulatory Requirements

Apparently, many human resources (HR)-related regulations, in addition to the above mentioned financial reporting directives, are applicable across numerous industries, and most enterprises must abide by them. Included in the long list of such regulations are Equal Employee Opportunity (EEO); the patient privacy Health Insurance Portability and Accountability Act ([HIPAA], see HIPAA-Watch for Security� Speeds Up Compliance); Consolidated Omnibus Budget Reconciliation Act (COBRA); Occupational Safety and Health Administration (OSHA); Employee Retirement Income Security Act (ERISA); discrimination and harassment regulations; union agreements (where applicable); and those of the Financial Accounting Standards Board (FASB).

Given that we live in a litigation-happy society, where a company is more likely to be sued by an employee than to be audited by the US Internal Revenue Services (IRS), it is no surprise that regulatory requirements and corporate governance issues account for the modest increase in demand for transactional HR systems. These HR systems provide tools to produce the W-2 and 1099-R forms, the maintenance of data in compliance with immigration laws, and the Americans with Disabilities Act (ADA) disability information. For more information, see Thou Shalt Manage Human Capital Better.

Banks and Financial Organizations' Liquidity Issues

However, to further complicate things, many industries have their own inherent regulatory requirements. For instance, banks and financial institutions must comply with a growing array of national and international legislation and recommendations. For example, the Gramm-Leach-Bliley Act (GLBA), signed into law by former US President Clinton, has drastically changed the way financial institutions conduct business. With this law, many responsibilities have been placed upon banks and financial institutions to protect the customers' nonpublic, personal information. The GLBA governs the collection and disclosure of customers' personal financial information by financial institutions. It also applies to companies that receive such information, whether or not they are financial institutions. Namely, the GLBA Safeguards Rule requires all financial institutions to design, implement, and maintain safeguards to protect customer information, and the rule applies not only to financial institutions that collect information from their own customers, but also to financial institutions that receive customer information from other financial institutions, such as credit reporting agencies.

Recently and frequently publicized has been the New Basel Capital Accord, or Basel II, which establishes requirements for banks to manage the risks of issuing loans. As discussed in Checking It Twice, the regulation, whose implementation was completed at the end of 2006, increases both the level of risk management and the required level of disclosure, and consequently requires significant changes in financial institutions' policies, processes, and systems. A recommendation issued by the Basel Committee on Banking Supervision, Basel II is a recommendation to help credit institutions protect themselves against the risk of credit loss and increase the overall transparency of their business in their daily work with market, liquidity, and general risks. To that end, banks must identify potential risks and set aside capital to compensate for potential losses. Furthermore, Basel II calls on the banking supervision authorities to conduct regular inspections of credit institutions to jointly monitor and analyze risks. Finally, the banks are committed to publishing their equity capital structure and their own risk situation.

Accordingly, as noted in Checking It Twice, before granting credit in the future, banks will have to assess the recipient's credit risk using an internal or external rating. As a result, the conditions under which the credit is granted will be tied more closely to the liquidity of the borrowing company, which will in turn affect the duration, interest rate, and the collateral of the credit agreement. To receive a good Basel II rating, reliable financial figures and well-documented planning are essential. A sound financial management system has to provide the necessary transactional data for this purpose, as well as the range of functions for supporting Basel II as part of the extended portfolio of analytical applications that have to be especially developed for carrying out financial and profitability analyses and risk management.

If one thinks about this a bit more, Basel II affects not just banks, but all organizations. In particular, it effectively requires organizations to demonstrate their ability to meet their payment obligations—a process called rating—which typically involves a comparison of planned versus actual financial values covering a multiyear period. Strategic planning, risk management, and internal control processes all have an impact on rating results, which is a key concern especially for small and midsize businesses, many of which lack thorough planning and control processes. Basel II is expected to have a global impact, because members of the Basel Committee include the Group of Ten (G10) countries, most of which intend to transform Basel II regulations into local law. Thus, some well-attuned software applications will be needed to help these companies meet Basel II requirements for risk exposure and capital adequacy, and implement risk-mitigating supervisory review and disclosure processes. See mySAP ERP Financials: Basel II Support for more information.

Insurance Industry Solvency Issues

The EU Single Market's web site dedicates an entire section to Solvency. When it comes to the banks' "cousins"—insurance firms—the solvency margin is the amount of regulatory capital an insurance undertaking is obliged to hold against unforeseen events. Solvency margin requirements have been in place since the 1970s and have been amended by the Solvency I Directives in 2002. However, Solvency II is a fundamental review of the capital adequacy regime for the European insurance industry that aims to establish a revised set of EU-wide capital requirements. These requirements should help supervisors protect policyholders' interests more effectively by making prudential failure less likely—reducing the probability of consumer loss or market disruption. Namely, while the Solvency I Directives aimed at revising and updating the current EU solvency regime, the Solvency II project has a much wider scope, since it includes a review of the overall financial position of an insurance undertaking—not just limited to the solvency margin requirement.

Its aim is to ensure adequate policyholder protection in all EU member states, and it will take into account current developments in insurance, risk management, finance techniques, international financial reporting and prudential standards, etc. One key objective is that the requirements better reflect the true risks of an insurance undertaking, as there is widespread recognition that this is not the case in the current system. Another important feature of the new system will be the increased focus on the supervisory review process, with the idea to increase the level of harmonization in general, including that of supervisory methods, tools, and powers. As explained in Solvency 2 on the Financial Services Authority's (FSA's) web site, the framework under development consists of three "pillars," whereby pillar 1 sets out the minimum capital requirements firms will be required to meet for insurance, credit, market and operational risk. Pillar 2 will be the supervisory review process $ because of this, supervisors may decide that a firm should hold additional capital against risks not covered in pillar 1. The aim of pillar 3 disclosures is to harness market discipline by requiring firms to publish certain details of their risks, capital and risk management.

The European Insurance and Occupational Pensions Committee (EIOPC) has approved the new Solvency II regime's basic architecture. It is based on the same three pillar approach as it is for insurance (quantitative requirements; supervisory activities; and reporting and disclosure) and the banking sector. If it is of any consolation, Solvency II is still at an early stage. As discussed in FSA's Solvency 2, before it develops the level 1 framework directive, the European Commission is consolidating the existing solvency regulations and getting technical advice. The Commission expects to publish its formal proposal for a Framework Directive by July 2007, and based on this, one should expect Solvency II to be implemented by 2009/10.

Further on banking and financial institutions regulations, and coming back to the IAS framework, IAS 32 and IAS 39 in particular establish rules for the valuation of financial instruments. Again, in tune with the spirit of IFRS and IAS, accounting systems for financial instruments should enable banks to prepare IAS-compliant financial reports and create parallel financial statements based on a central data pool fed by the existing system landscape.

Thus, appropriate enterprise resource planning (ERP) and financial management systems must provide a comprehensive set of financials and analytics capabilities to meet the requirements of the rating process. Namely, transactional financials capabilities should enable banks to accelerate the preparation and processing of financial information, capture and organize relevant financial data more rapidly, and achieve tighter corporate governance and control. Analytics capabilities should allow banks (and related financial institutions) to automate and optimize corporate planning, analyze internal and external risk factors, integrate business strategy and risk management, and improve transparency and trust. With such sound systems in place, financial institutions should have the tools they need to streamline the company-wide planning and budgeting processes; increase transparency (and thereby avoid planned-versus-actual deviations, and mitigate the changes of uncertain events); get the most out of capital allocations (that is, make smarter investment decisions and improve results through risk-based management); comply with laws and regulations; and implement measures for damage prevention.

Just as with banking, insurance, and other financial institutions, the automotive and the food and drug industries are two areas of business where a growing number of government legislations and safety initiatives require organizations to implement industry-oriented ERP systems in order to ensure compliance. The specifics on how these industries address compliance issues will be looked at in the next installment of this series.

One Vendor's Dedicated Governance, Risk Management, and Compliance Unit

SAP, a leading enterprise resource planning (ERP) vendor, has recognized the need for enterprise systems that will help companies meet the increasing number of challenges inherent with corporate compliance and other risks. Recently, the vendor has launched its latest product suite, which places compliance at its core. For more information, please see part one of this series How a Leading Vendor Embraces Governance, Risk Management, and Compliance.

Soon after the Virsa acquisition, SAP announced the creation of a new governance, risk management, and compliance (GRC) business unit to empower its customers with more comprehensive GRC solutions. In doing so, the vendor is now offering a unified alternative to the fragmented GRC point solutions available in the market, with the aim of helping user companies make GRC an integral part of their businesses and information technology (IT) strategies. SAP hopes to benefit from mitigating user companies' current approach to managing GRC, which is marked by two sets of problems: 1) highly fragmented business processes and systems, which compound the cost of managing risk and compliance; and 2) little or no investment in identifying and mapping out a phased approach to comprehensive GRC management.

Underlying these issues is the inherent risk in strategically coordinating and managing a wide range of IT infrastructures that directly support the processes and systems in the GRC business environment. As a result, organizations usually end up deprived of handy and cohesive tools for controlling and addressing risk effectively. At the same time, these customers continue to allocate investments and resources to activities that do not generate revenue and value.

By leveraging the Virsa acquisition and its solid foundation for process-based compliance (and by not letting grass grow underneath its feet), SAP announced the expansion of its portfolio of GRC solutions for both large and small enterprises in September of 2006. Up to now, SAP's portfolio had been largely fragmented despite having dozens of impressive products spanning numerous GRC requirements for multiple industries. But by adding three new products to its GRC offering, SAP has embarked on a painstaking effort to deliver a unified foundation that should allow for a more comprehensive GRC solution that will provide proactive transparency across entire enterprises.

SAP GRC solutions will eventually deliver integrated applications that manage business process and IT infrastructure risks, as well as operational and corporate-level risk across entire enterprises. The current portfolio of applications addresses the specific GRC requirements of public sector organizations and companies across diverse industries, including chemicals, financial services, oil and gas, pharmaceuticals, and utilities.

The Three Pillars of a GRC Foundation

Accordingly, building on its existing GRC offerings, SAP then announced three new service-oriented architecture (SOA)-based applications designed to create a GRC foundation for virtually all types of companies, and to work together to serve as the building block for a more complete compliance solution. Built on top of this foundation will be added enterprise services that should meet the rigorous requirements of numerous industry-specific GRC mandates. SAP pledges to drive continuous innovation on top of each of the following three new GRC applications, which map to the above mentioned components of a GRC framework:

1. SAP GRC Repository will document and maintain GRC information in a single, central system of record, including corporate policies, board of director minutes, regulations, compliance and control frameworks, and key business processes. The content will in part be contributed by external GRC ecosystems, such as government agencies, industry councils, advisory services, etc. The component will also store and link risk and control libraries to multiple control frameworks and to international regulations, whereby GRC ecosystem partners are expected and encouraged to contribute their expertise to the repository. This centralization of key GRC information aims at simplifying risk management, promoting business transparency, and cutting the costs associated with GRC initiatives.

2. SAP GRC Process Control will offer a risk-based approach that should align key controls to business risks in order to promote desired employee behavior and to optimize business processes. The process control application will automatically aggregate business process risks for the entire enterprise; provide supporting evidence of compliance; and pinpoint control violations (in policies or procedures), or uncover gaps in existing controls to prioritize corrective action and prevent material weaknesses from developing and persisting. The software will integrate automated control monitoring for SAP and non-SAP applications.

3. SAP GRC Risk Management will help customers to implement collaborative risk management processes that provide thorough analyses of key business risks at multiple levels of the enterprise and across organizational entities, business processes, and IT infrastructures. To that end, SAP has designed intuitive and collaborative processes to guide professional risk managers and business owners in identifying financial, legal, and operational risks; in analyzing business opportunities in light of these risks; and in developing appropriate responses.

General availability of these foundation components was slated for the end of 2006, with all three products to be sold individually. Certainly, SAP's GRC roadmap is still in its beginning stages, and only time will prove the delivery of more tangible products as well as the success of those products with the vendor's current and prospective customers.

At this point, there is not much detail of how deeply integrated the SAP GRC portfolio is (or will be) within the SAP NetWeaver and Enterprise Service Architecture (ESA) initiative. Nor can much be said at this stage about mid- or long-term, industry-based, compliance product roadmaps and which partners they will lead to.

Given the number of non-SAP Virsa customers, the market will watch how well the GRC offering will fit into non-SAP environments. Also, while compliance expenditure is a necessary evil for many companies, it has thus far been proven to be a questionable investment from a facts-based, quantitative, payback perspective. Over the last few years, SAP has been doing payback analysis—dubbed "value engineering"—on customers looking to justify investment in SAP products. Therefore, one should expect better value propositions for SAP's upcoming GRC offerings.

Still, the new applications build on SAP's deep expertise and existing solutions for wide-reaching compliance requirements of different vertical industries, while grouping all GRC solutions under an integrated GRC framework. The competition is certainly not to be neglected, since vendors such as SAS Institute (see SAS: Striving to Sustain Leadership), Oracle, Hyperion, BusinessObjects, or Cognos have long delivered applications for the risk management of fraudulent financial behavior or anti-money-laundering activities—well before the US Sarbanes-Oxley (SOX) frenzy.

Also, since 2002, a slew of enterprise vendors have jumped on the bandwagon and are now delivering SOX or Food and Drug Administration (FDA) compliance tools, with Oracle, Microsoft, Lawson, Infor, LogicalApps, Oversight Systems, and CODA being only some of the more notable ones. Still, SAP's concerted effort deserves kudos, since even now the vendor offers a GRC solution set that covers a range of regulations in such areas as anti-terrorism, anti-money laundering, Basel II, Solvency II, data privacy, SOX compliance, and beyond, as opposed to most competitors' sporadic GRC nuggets.

Most notably, SAP has recently received both the challenge and the validation of its integrated GRC offering from Oracle and IBM. These two "giants" have lately consolidated a number of formerly fragmented applications and compliance-related processes from the recently acquired (or natively developed) modules for enterprise content management ([ECM] coming from the respective acquisitions of Stellent and Filenet), analytics, reporting and business intelligence (BI), integration and middleware, data-access control, etc.

Partners Remain Critical

Also, recognizing the importance of external collaboration for innovation, SAP is committed to establishing and nurturing a GRC ecosystem that includes recognized domain experts and thought leaders in diverse fields. These fields include, but are not limited to, audit, management, and risk consultancies; key software and technology partners; and information and content partners. In addition, professional services partners will have to support the GRC ecosystem by delivering intellectual capital and by bringing decades of proven, best-practice content and methodologies.

Most recently, SAP announced a strategic relationship in North America with Cisco Systems, the worldwide leader in networking for the Internet, to enhance the effectiveness of SAP solutions for GRC. Such enhancement involves taking advantage of the Cisco Service-Oriented Network Architecture (SONA) within the IT network infrastructure. The two leading vendors have thereby entered into a joint marketing agreement for the US and Canada that aims at addressing GRC business processes and IT control issues across the entire IT infrastructure—from the network layer all the way through the application layer. The joint effort will strive to help further enhance the effectiveness of SAP GRC solutions by making the most of the access and identity intelligence resident across Cisco's SONA. The marketing agreement encompasses collaboration in sales and marketing activities, as well as advanced service offerings.

The intelligent SONA services embedded in Cisco's networking solutions include application-oriented networking, unified communications, security, mobility, and identity services. To support SONA-based GRC software platforms, Cisco offers network architecture design, implementation, and operation services based on a life cycle approach and on the customer's specific needs.

The Cisco Lifecycle Services approach defines the critical set of activities required to help SAP GRC user enterprises successfully deploy, operate, and optimize Cisco SONA-based infrastructures. As an example, specific company controls for data confidentiality can be set to interrogate data batches sent over the network. If anyone tries to (willfully or not) disseminate sensitive data outside the enterprise, the Cisco controls can detect, intercept, and block the message, as well as notify the higher instances of the violation, and track status within the SAP GRC portfolio. Still, the partnership will require a long learning process for both vendors as well as for users.

Most current non-IT users of GRC solutions and prospects (that is, financial, internal audit, corporate risk management, etc.) will likely find Cisco's involvement less relevant for their purposes in the short term. On the other hand, when it comes to IT compliance, the partnership is not exclusive, and many other viable alternatives are available for content monitoring and filtering, identity management, security information and event management, preventive controls (such as predictive financial management), and security controls and policy management solutions. Vendors such as Sun Microsystems and Computer Associates (CA) could play important roles in these areas.

Conclusion and Recommendations

All customers looking at SAP's GRC offerings should demand thorough payback analysis, whereby quantitative and tangible—not "soft" and vague—benefits are pinpointed. The probability nature of predicting risks makes it difficult to produce tangible, hard numbers. Yet, on the other hand, one cannot wait for disaster to happen, and only then act under duress. SAP users that have already acquired another provider's point GRC solution should wait for more mature future SAP GRC releases before they consider changing providers.

Enterprises that are using older, fragmented SAP compliance point solutions (for example, SAP MIC) and that are ready to move to a more unified GRC platform should investigate the migration strategy to SAP's GRC solution, bearing in mind equivalent, competitive offerings. SAP-centric customers looking for compliance automation and process monitoring capabilities should certainly evaluate Virsa solutions.

Non-SAP users of solutions like those from Virsa should be vigilant about SAP's unequivocal commitments, as well as its roadmap that will entail complete functionality without requiring the "catch 22" introductions of other SAP components, integration ramifications, or additional licensing costs. Also, given the abundance of compliance solutions available, prospects should negotiate hard, both with SAP and its partners, on GRC software and services pricing.

Know Thy Market Segment's Price Response

Our analysis from early 2006 (please see The Case for Pricing Management and The Rise of Price Management) brings us to the conclusion that almost all companies need to approach the management and optimization of their offerings' (products or services) selling prices, discounting, and potential price increases with the same firmness they use to manage all manufacturing and procurement related costs.

Indeed, most companies have thus far done almost everything in their power to cut costs—from outsourcing information technology (IT) departments, indirect material cutbacks, streamlining, restructuring, and layoffs, to limiting employee travel and whatnot. But there has long been another side to the profitability equation that often goes unexplored: pricing the last citadel of hunch, instinct, or guesswork in businesses. For the record, price is the collection of monetary and business terms (including applied discounts and rebates) that are assigned to the acquisition of a good or service. In its broadest definition, price includes much more than the "list price" of an offering. Price is the monetary measure of the value assigned by a customer to a good or service.

Advanced analytics and sophisticated systems have long been used to manage inventory, control the cost of goods sold, and manage the supply chain in terms of costs and delivery. But the irony is that none of these factors is as powerful a lever for profitability as pricing. Indeed, recent research and surveys show that when companies make pricing a priority and implement solutions from a specialized pricing formula, these vendors can see a profit improvement, sometimes as high as 20 percent.

Further, many companies make substantial investments in three of the four classic "marketing Ps"—product, place (direct sales and fulfillment channels), and promotion. As for the fourth "P"—price—most companies have not yet moved beyond pesky spreadsheets or a few hours of a consultants time to ensure that their pricing strategies give them the best chances for success. This is again despite the indications that many organizations that have automated their pricing strategies and operations as an antidote to the automated procurement and strategic sourcing (that have in turn helped many businesses cut costs on the buying side) have, as a result, reportedly experienced significant gains in both margins and profitability. Margin is a generic term most typically associated with profits. Common financial measures include gross margin, contribution margin, and net margin. Each reflects profits after certain costs are subtracted. Profit, on the other hand, refers to financial gain or revenues minus expenses.

Moreover, the potential benefits of improved pricing can flow through an entire organization, since more predictable and effective pricing policies can help manage sales force compensation, promotional expenditures, incentive programs, cost allocations, and operational planning. This is because smart pricing can do much more for a company than simply allow it to increase margins and grow revenue. Smart pricing processes and approaches can help companies gain market share, apply pressure to competitors, improve the use of production capacity, or reduce the risk associated with new product launches.

Quantitative, systematic, optimized pricing can then mean survival or not, as depicted in the well-known (by now almost classic) McKinsey & Co. report from 2003 titled The Power of Pricing. A price rise of 1 percent, at constant volumes of sale and costs, should generate an 8 percent increase in operating profits, which is 50 percent greater than the impact of a decrease of 1 percent in variable costs (that is, materials and direct labor), and more than 3 times greater than the impact of a 1 percent increase in sales volume (even if one forgets that increased production typically increases costs)

Thus, while there are many determinants of a companys success, no variable can influence margins as much as pricing. In other words, poorly constructed pricing policies can be just as detrimental to a company as optimized pricing can be beneficial.

The "Easier Acknowledged than Done" Situation Remains

In spite of the above findings and increasing market awareness, one can still sense a chasm between the markets realization of the potential pricing benefits and its corresponding (expected) moves. Specifically, many companies realize that having non-profitable products or customers results in margins quietly and unnoticeably leaking (and money being left on the table). Related to this is the notion of the pocket price waterfall, which displays how much actual revenue enterprises really keep in their "pockets" from each of their transactions with customers. These pocket prices help companies diagnose and capture missed pricing opportunities.

To be clear, a pocket price is a financial description of the price paid after direct selling costs have been subtracted, which is the money the company "puts in its pocket". Further, a pocket margin is a financial description of the margin that gets "put into the company's pocket" after all costs are allocated (indirect overhead and indirect costs). Price waterfalls are analytic reports that measure the erosion of list prices and compare them to the actual pocketed price. Price waterfalls do so by taking into account several factors. Such factors include negotiated (if not irresponsibly generous) discounting (a component of a price that represents a deduction from a baseline or "list"); rebates and promotions; consignment costs; cooperative advertising; chargebacks; payment terms and cash discounts; online order discounts; performance penalties; receivables carrying costs; slotting allowances; stocking allowances; freight charges; volume incentives; and so forth.

Each of the above factors places a unique "fingerprint" on each and every order and deal, and yet, these factors and fingerprints remain largely invisible throughout the enterprise. This is to say that managers who watch over pricing often focus on invoice prices that are readily available. Unfortunately however, revenue leaks are not detailed on invoices, and are therefore not easily spotted. Revenue leaks (or price waterfalls) can include cash discounts for prompt payments; late payment and extended terms costs; cooperative advertising allowances; volume-based rebates; promotional programs (a form of discounting that has clear guidelines and time scales to encourage very specific buying behavior); freight expenses; special handling; and so on.

Since commoditization, price transparency, price wars, and price erosion are all seemingly here to stay, there is thus an increasing urge to transform the crude, self-destructive, reactive, and other "dark art" pricing strategies of yesteryears that are still largely practiced today. Such archaic methods have companies relying on anecdotes from the field, applying a "cost plus" pricing approach, watching and matching competitors prices, etc. to form their pricing strategies.

Companies see the need to turn their pricing strategies into a more exact science by using complex algorithms to analyze available historical transaction and market data. This raw data can be harvested mostly from existing corporate databases, such as enterprise resource planning (ERP), supply chain management (SCM), or customer relationship management (CRM) systems to synthesize a detailed analysis of the profitability of every level of business, all the way down to each individual transaction. Managers or pricing analysts can then study the results and figure out how to adjust their price operations accordingly in a more educated, data-driven manner. The idea here is not to customarily "guestimate" (make a somewhat informed decision) what is going to happen. Rather, it is to change prices in a more controlled (even if experimental) way, watch what happens, and then set prices for real after that (with the next set of tests and observations taking place soon after).

For instance, astute software captures real-time and historic purchase data, and organizes it into analytical models to determine optimal price and deal structure. This is made possible by taking into consideration such variables as the customer's buying power and geographic region; the relative value and cost of the supplier's goods and services; the competitive dynamics; and how frequently the customer makes a buy. This marriage of statistical science and analysis empirically answers the proverbial question of what the market will bear for "this much, at this time, for this thing." This determination is made at a very precise level, benchmarking pricing decisions against the subset of transactions that are similar in terms of price response, and sets the stage for price optimization and negotiation guidance.

The "one-size-fits-all" list price, coupled with the "let the sales guy negotiate the best deal he can get" pricing method, and further helped by a mega Microsoft Excel spreadsheet full of unexplainable exceptions and variations, is slowly being replaced by this data-driven approach. Also, given the growing awareness that a single item can have different prices for different customers and segments, a solid price management solution must take each individual customer into account and sense, set, and enforce the price according to that segment. For some enterprises, pricing science, a combination of statistical and algorithmic methods that synthesize price recommendations from historical pricing and marketing data, could be one (if not the only) way to find coveted profit margins.

Enabling a Winning, Unified Team

Enterprises are increasingly realizing the need for holistic, data-driven pricing management, which in many instances starts with the application of pricing science to determine how price response varies across customers, products, and orders. Price response refers to the net prices achieved in the market correlated to customer, product, and order variables that influence the price outcomes.

In general, demand elasticity (or consumers' price sensitivity) is responsiveness of the quantity purchased of an item to changes in the item's price. If the quantity purchased changes proportionately more than the price, the demand is elastic. Conversely, if the quantity purchased changes proportionately less than the price, the demand is inelastic. Price sensitivity is the specific elasticity measurement as it relates to a customer's response to price or discount movements. For example, high price sensitivity would reflect substantial changes in behavior from a small pricing movement.

One must also remember that a truly strong price optimization system is not merely a "price-raising" system. There may be as many opportunities to reduce the price on a given item, or increase item turnover, ultimately producing more profit dollars than if a price were to be increased beyond the consumer sensitivity level.

However, the terms customer price sensitivity and elasticity often carry with them the negative connotations associated with "exploiting willingness to pay." While this may be an accurate description of business-to-consumer (B2C) pricing dynamics, willingness to pay and sensitivity are not major factors in business-to-business (B2B) pricing. Conversely, B2B market prices reflect a range of qualitative and quantitative factors: product-service differentiation and associated value, competition, relationship, service, supply and demand, and variable costs, to name the most significant.

The terminology thus used in B2B environments to describe the aggregated effect is market price response. Once the enterprise has determined price response, it can employ price segmentation to quantify how response varies across the market based on the customer, product, and deal circumstances associated with each transaction. Once the enterprise has determined which circumstance, or deal attributes, affect price outcomes in a customer's market, the company can use price optimization to help it align prices within each segment, and to differentiate prices across the segments, which improves consistency and profits.

Once a company has determined how price response varies across its markets, it can then discover, analyze, and remove margin leakages. Once this is done, companies are then able to enforce and manage pricing policies (including discretionary negotiation guidance) to become more proficient with quoting, contracts, and negotiations. Comprehensive insight into pricing performance should be a powerful tool for improving profitability, starting with sales representatives who, when armed with scorecards showing market pricing conditions and recent peer group quotes, can negotiate deal terms with greater confidence.

The idea here is to counteract the all-too-common faulty selling practice of lowering prices in order to maximize the odds of winning. Fear of losing the sale on price inevitably biases a majority of uneducated pricing outcomes lower than the circumstances actually warrant. Whether negotiating a deal discount or setting product line prices, the impulse to "do whatever it takes to get the business" often results in suboptimal pricing and margins. Many benchmarks have supplied empirical evidence of the pricing that is really necessary to win under a given set of circumstances, which in most cases is higher than assumed.

Even if a salesperson is willing to compete aggressively, it is difficult to do so without a sound analytical support. A well-known anecdote illustrates that every salesperson remembers the details of the last deal only, which is usually completely inappropriate for a new sales opportunity. The distribution of price outcomes for each price segment should therefore reveal where prices were set lower than was likely needed to win the deal. This analysis, based on looking backward, should not only highlight grossly unprofitable outliers that are well below the price segment median, but it should also identify the much more common case in which prices and margins could have been slightly higher.

It is typical to find that in total, these underpriced transactions have reduced realizable margins by 10 to 20 percent, or more. Information is likely the most powerful negotiating tool available, since giving salespeople contextual price recommendations (with reasonable space to maneuver) based on quantitative information about what similar customers paid under similar circumstances should immediately improve results. Further, pricing analysts can spotlight outlier transactions and reap immediate benefits by enhancing the margin characteristics of these "low-hanging fruit" (most obvious pricing opportunities), whereas executives can more quickly review the profitability of their business units and take action where needed.

Last but not least, when management deems that an order deserves an exception to standard discounting policy, the ability to evaluate different value-added scenarios (those activities or steps that add to or change a product or service as it goes through a process; the ones customers view as important and necessary) based on their relative profitability ensures "must win" deals and helps limit the overall financial impact. The main point of price segmentation is to recapture those previously wasted profits going forward, and this is where benchmarking each new price decision against its respective price segment peer group should truly pay off. A pricing segment is a group of transactions that display similar circumstances and behavior related to pricing, discounting, and promotions. This capability allows companies to segment and optimize their prices and promotion offers at a more granular level, thereby improving alignment with each segments respective price sensitivity.

With a clearer picture of what pricing is achievable across the market, decision makers should have the prescriptive information they need to set prices as high as possible without putting business at risk. This understanding can then be used to eliminate unprofitable pricing variation within price segments by increasing and tightening the distribution of price outcomes.

In addition to better market information and price recommendations, well-devised incentives also have powerful effects on a sales representative's discipline and confidence. Incentive compensation plans are designed to motivate sales and service professionals to achieve goals and strive for excellence. But, an alarming fact is that these same compensation plans are often at odds with the corporate strategy of customer satisfaction. This is because sales employees, in their zeal for earning more, often lose sight of what is important—their customers' needs and their companies' strategies.

If, for example, a company wants to increase sales of a new product line, but the direct sales and indirect channel still receive hefty incentives that favor existing product lines, the sales folks will logically not care to pursue sales for the new (but unrewarding) product line. Also, what if a manufacturing company's salespeople are paid on the volume of purchase orders, and continue to sell under heavy discounts or by overpromising nonexistent features to customers? The company's profits will likely dwindle quickly as a result. There have been many examples of companies paying immense sales commissions to their sales forces (who, to be fair, have all reached their quotas, albeit inadvertently set wrong by their superiors), even as the companies suffer terrible losses, possibly at the risk of going out of business.

Therefore, some companies have been using monitoring capabilities to discover and address issues with sales force performance. Using information gathered via the monitoring processes, a company can then use analytics to study order win rates and discounting across sales representatives and field offices. Many companies reward sales forces on the basis of revenue booked, but some pricing solutions also provide insight into win rates and the "cost" (discounts offered) to achieve that win rate. For more on these pertinent issues, see Are Sales Incentives Even in Tune with the Corporate Strategy?.

This is the part one of the series Know Thy Market Segments Price Response, which discusses the importance of price management, and explains the processes involved in pricing that all enterprises should execute in order to achieve their margins. In the next part of this series, a new approach to pricing—one that uses science and algorithms to analyze massive amounts of company data—will be discussed.

Vendor Reservations, a Full-fledged SaaS ERP, and User Recommendations

How About Full-fledged SaaS Enterprise Resource Planning?
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The previous notes in this series have left us in a quandary: Why has software-as-a-service (SaaS) not been fully embraced by the full-fledged manufacturing enterprise resource planning (ERP) world? Sure, the SaaS Showcase features over a dozen SaaS ERP solutions, but such companies as NetSuite, Intacct, Plexus, Workday (a new venture from former PeopleSoft founder Dave Duffield), or Everest Software are not really forerunners of deep and versatile manufacturing capability. Also, their SaaS-only offerings are not appealing to the many conservative enterprises that tend to prefer the reserve option of going on-premise as required. In fact, many such environments exhibit interest in testing on demand applications in a much narrower functional scope as a ramp-up for full-blown use down the track. One would need to see the likes of SAP, Oracle, Infor, Lawson, Epicor, QAD, IFS, Cincom, Exact, etc. wholeheartedly jump on the bandwagon to really believe the traditional ERP vendors have taken up the SaaS religion. One may want to note that vendors like SAP have a number of customers for whom the vendor (or one of its partners) hosts a manufacturing ERP environment. While we may not consider this SaaS, we can at least recognize it as a step in that direction.

Last part of the series SaaS-ing the Manufacturing Opportunity.

The first step in resolving the quandary would be the enormous re-architecting to make the applications work on the Web and in a multi-tenant mode. While certainly a major hurdle, it is not an insurmountable one. Namely, Epicor, accidentally or not, had its Vantage product (see Examples of Microsoft .NET Enablement) rewritten in a multi-tenant architecture, but is still pondering whether to launch the on demand offering in earnest.

For the previous notes see:
SaaS-ing the Manufacturing Opportunity
Software as a Service: Not Without Caveats
Software as a Service's Functional Catch-up

Lukewarm acceptance from prospective customers and the above transitional growing pains would be other reasons for SaaS ERP tardiness. Also, the industry-specific, end-to-end, and cross-departmental nature of ERP processes is another barrier to SaaS entry, which, as depicted earlier on, has so far flourished in mainly "vanilla" customer relationship management (CRM) and supply chain management (SCM) functionality for a specific department. Where complex orchestration and business process integration is involved, SaaS functionality still trails its on-premise counterpart. It is, hence, ironic (but also poignant) that Salesforce.com runs its back-office business on the "old-school" Oracle E-Business Suite, even though Salesforce.com is used for its front office activities, especially opportunity and partner management and marketing campaigns.

Another problem with an ERP SaaS offering stems from the fact that in order to reduce complexity, most ERP systems have come with many templates to fit specific industries so that a plethora of system parameters needs to be set. But once these parameters have been set, subsequent changes would be difficult. Every SaaS product currently available still offers little ability to convert and cleanse data, run test scripts, or document processes, which are tasks that comprise up to 70 percent of implementation costs irrespective of the software product. One should thus look for the built-in logic within an ERP application that would accommodate different manufacturing or planning environments, but which would not become active until the users define what kind of logic is required at the item level. This would mean that a company could have some parts planned using individual work orders and some via repetitive schedules in the same location, whereby some parts in the location can be automatically back-flushed and others would be issued to the order. Having a system that can support mixed-mode manufacturing without the need for artificial constraints would mean that the technology is available to offer on demand manufacturing ERP to the marketplace.

Consequently, it might be refreshing to see the first full-fledged and versatile manufacturing-oriented on demand ERP SaaS solution come from a veteran vendor whose capabilities seem to have always been far greater than its recognition in the global enterprise applications market. Namely, Glovia International, a provider of extended ERP solutions for both engineer-to-order (ETO) and high-volume/repetitive manufacturers, announced the opening of Glovia Services Inc. in October 2006—a new company that is possibly the industry's first provider of SaaS solutions specifically designed to help small to medium businesses (SMBs) manage their manufacturing processes. With its headquarters in El Segundo, California (US), Glovia International is a subsidiary of Fujitsu Limited (TSE:6702 [Tokyo Stock Exchange listing]), a leading Tokyo, Japan-based provider of information technology (IT) and communications solutions for the global marketplace, with consolidated revenues of over $40 billion (USD) in fiscal 2006.

In conjunction with the launch of Glovia Services Inc., Glovia International introduced GSInnovate, a manufacturing solution based on the company's existing and renowned on-premise glovia.com manufacturing product. With its more innovative delivery model, the solution supports the management of many manufacturing processes on a SaaS technology platform that promises to deliver overall business performance with reduced investment and risk. Glovia Services is the rare company that has a comprehensive SaaS solution specifically designed to help manufacturers in the SMB market manage key processes such as inventory management, order management, procurement, and financial/accounting management.

The solution is based on a SaaS delivery model in which there is no actual software, hardware, or infrastructure for the SMB manufacturer to purchase or maintain. A SaaS application is accessed over the Internet with a browser, eliminating the up-front costs of hardware, licenses, and the expensive technical staff required to maintain these systems. Glovia Services will focus its solutions exclusively on this growing marketplace of smaller manufacturers—a market typically underserved by traditional application solution providers, but which nonetheless represents a multibillion-dollar growth opportunity for enterprise technology. The solution is geared for discrete, job shop, and ETO manufacturers with annual revenues of $10 million to $50 million (USD), or smaller subsidiaries of larger companies. The functional and flexible glovia.com's extended ERP suite provides for the needs of ETO, make-to-order (MTO), high volume, and mixed-mode manufacturing environments through a broad functionality that caters to almost every stage of the entire product lifecycle (that is, from the "design" and "make" to the "fulfill" and "service" phases).

Glovia realizes that in order to attract customers outside its limited ERP customer base, the back-office platform agnosticism of its e-business products should be the company's highest priority. Owing to its recently found flexibility through Java and XML enablement, glovia.com may now function well either as a corporate backbone system or as a solution that executes operations and planning at the plant or unit level. With regards to coexistence with other systems in the latter case, the vendor has lately begun to offer integration adapters to link with other enterprise or legacy systems.

Glovia hopes to become a manufacturing service platform that will connect and integrate various business systems that a user company might currently use. Customers should hereby be able to get the answers to "What? When? How many? How much? How to?" for demand throughout the supply chain via such optimized service platform engines.

How the Software as a Service Offering Fits the Bill

The initial target for the Glovia Services' sales operation is brand new customers, although this does not rule out smaller operating units of existing customers, if appropriate. The vendor has analyzed the full glovia.com offering and selected the functional set that it believes will best fit the target customer. This is not to say that the SaaS offering will stay as it is now; Glovia may decide to extend the functionality using other Glovia modules down the track.

Currently, GSInnovate is a broad solution suite built for manufacturers in the SMB market and supports critical manufacturing processes such as inventory management; bill of material (BOM) and material requirements planning (MRP); order management; procurement; sourcing; and financial/accounting management. Key attractions for small manufacturers should include an appealing cost of entry, packaged implementation pricing, low monthly fees, and month-to-month contracts. Manufacturers can operate from a single site, multiple sites in a single country, or multiple sites in countries around the world, since the solution also features multi-language and currency capabilities. One minor downside, though, is that since GSInnovate is a comprehensive and functional suite, full deployment may take somewhat longer, though Glovia Services estimates that three months should be the norm.

Glovia also believes GSInnovate is differentiated with a "direct sell-direct support" philosophy in serving such prospective customers. This might be beneficial in the short term, since the SaaS partners' business model and value proposition is yet to be crystallized in the market. Also, unlike commodity providers, Glovia SaaS customers might realize added value from a direct sales team that knows the manufacturing market and the specific challenges faced by small businesses.

User Recommendations

Prospective customers and competitors of a vendor offering SaaS should take note, since the idea of paying for software (service) based on usage, quicker deployments, and lower start-up costs cannot be ignored. Still, many customers remain adamant about functional scope and vertical focus and the vendor's viability, and want the (reserve) option of bringing the arrangement in-house for whatever reason.

As issues of Internet security, privacy, and multi-vendor product interfaces are addressed, the number of vendors adopting SaaS and other business models will undoubtedly grow. The prospective customers should not get hung up on the semantics and on vendors' marketing gimmicks, but rather view their SaaS or on demand needs as part of the long-term strategy. After identifying which parts of business that could be served well by SaaS or on demand applications, these should be piloted in an isolated part of operations to test the features and identify any possible flaws.

At their end, vendors will have to define and deliver greater customer choice from among perpetual, term, enterprise, and value-based licensing models, and articulate a road map to bidirectional migrate customers between the licensing models as the business needs change. To replace manual and spreadsheet-based processes, aging custom-developed and homegrown software, or aging legacy ERP systems, smaller manufacturers should explore both SaaS and traditional on-premise ERP alternatives. Given that many small enterprises use only a fraction of the functionality contained within a typical ERP system (see Application Erosion: More Causes and Cures), SaaS deployments may be a way to access this core functionality more quickly and for a lower up-front cost while retaining the ability to "turn-on" more advanced capabilities on an as-needed basis.

In general, using hosted arrangements as solutions (and not only as exercises in cost reduction) will make sense for high-tech/electronics manufacturers and similar complex manufacturing segments that are already outsourcing many portions of their manufacturing operations or that are dispersed geographically with their own manufacturing and distribution centers. The decision to adopt hosted applications service or not requires due diligence, as with any other decision of strategic importance. This is pertinent to both providers and potential customers given that although the promise of reduced implementation risk and time, lower up-front costs, etc. might justify the hosting model, this brings an entire new set of issues for the mid-market organization to consider. Consequently, firms evaluating various deployment options should consider doing so for both SaaS and traditional on-premise options beyond the pure cost trade-offs. Depending on the business models and economic drivers, differences in business benefits, flexibility, vertical focus, and risk management are important when comparing these deployment options. The SaaS delivery model has to be embraced by the users for its broader potential value proposition (rather than a mere start-up cost), such as ease of sharing data with trading partners, availability of backup data centers for disaster recovery, and having access to application services and capabilities that would be prohibitively expensive to achieve and maintain in house.

Some of the issues that need consideration include the technical capability of the provider to administer the program; the provider's industry focus; applications customizability; the ability of the vendor or service provider to guarantee connectivity; the pricing model chosen; and how to negotiate a service level agreement (SLA). These issues need to be addressed in conjunction with evaluating the capabilities of the software package, and understanding whether the hosted offering differs from the traditional licensed offering at all. Clients should diligently and comprehensively weigh the benefits against the potential business constraints of the hosted option, and they should make assessments based on other clients that are eager to provide references.

Before making a final decision, prospective users should understand well their business continuity plans and ask such questions as "Who owns the data and how might the vendor be using it in the future? What happens to data when the SaaS arrangement is discontinued? How is data confidentiality and integrity insured and enforced?" Contesting vendors should be vigilantly prodded about their initiatives with regard to intrusion controls; data privacy standards; support for mobile devices; identifying and preventing potential points of network and server failure (via backup, recovery, or something else); and scalability and redundancy, to name a few. Users should ask vendors what SLA guarantees they can promise and have them disclose recent planned and unplanned outages, especially in light of potential cascading failures from using third-party providers (partners). Also, the strength of a vendor's provisioning, administration, single sign-on, and systems management technology should be ascertained. Users should understand the ramifications of future system and infrastructure upgrades and the likely related disruptions (that is, are these upgrades forced across the board, or there is some support for gradual upgrade paths?).

A Veteran Enterprise Resource Planning Vendor Makes a SaaS-y Statement

The first complete and flexible, enterprise resource planning (ERP), software-as-a-service (SaaS) solution that is geared to manufacturers has been unveiled by a veteran vendor that, despite its long history as a software solutions provider, has not received its due recognition. The vendor maintains a conservative marketing approach, which is likely the cause of its low-key presence in the global enterprise applications market. The fact that it has been owned by different corporations and has been through several name changes throughout its history may also be a factor.

This veteran vendor is Glovia International. In October of 2006, this subsidiary of Fujitsu Limited announced the opening of Glovia Services Inc. This new company may very well be the first provider of on demand, or SaaS, solutions created to assist small and medium businesses (SMBs) in the management of their manufacturing processes. Fujitsu, the parent company of Glovia International, is a well-known and well-established provider of solutions for information technology (IT) and communications worldwide. It is a longtime provider of extended ERP solutions for engineer-to-order (ETO) and high-volume or repetitive manufacturers. Fujitsu's headquarters are located in El Segundo, California (US).

Along with Glovia Services Inc., Glovia International introduced GSInnovate. This manufacturing solution is based on Glovia's current and well-known, on-premise manufacturing product—glovia.com. Because this application supports the management of various manufacturing processes, it is considered to be an advanced delivery model. GSInnovate offers a SaaS technology platform that assures overall business performance delivery while reducing investment and risk. Glovia Services is a company that offers a full-fledged SaaS solution specially geared to SMBs. The company helps these businesses manage such major business processes as procurement, order management, financial and accounting management, and inventory management

Based on a SaaS delivery model, the solution requires no physical software, hardware, or infrastructure that must be purchased (and maintained) by the SMB. Simply accessed with an Internet browser, the solution eliminates all up-front costs, including hardware and licenses, as well as the need for the IT personnel normally required to maintain such systems. Recognizing that SaaS solutions are becoming an increasingly important option for smaller manufacturers, Glovia Services plans to concentrate its efforts and products on this market. Specifically, the company's focus is aimed on manufacturers with annual revenues of $10 million to $50 million (USD), including such businesses as discrete, job shop, and ETO.

The GSInnovate solution leverages the rich technology heritage and deep industry expertise of both Glovia and the entire Fujitsu Group. Specifically, Glovia has a thirty-year history and currently serves more than 1,000 manufacturing companies worldwide, primarily in the automotive, electronics, and complex industries markets. Its distinguished customer list includes such leading brands as Avery Dennison, Carrier, Dunlop, RadioShack, Panasonic, Caterpillar (CAT), Honda, Dell, Xerox, Honeywell, and Bridgestone Americas, among others. The vendor has achieved success in the manufacturing industry by offering comprehensive solutions that are used by many manufacturing companies of various sizes—from small and midsized companies to global enterprises (for example, Dell has about 4,000 users). The functional and flexible glovia.com extended ERP suite provides for the needs of ETO, make-to-order (MTO), high-volume, and mixed-mode manufacturing environments through its broad functionality that can handle almost each stage (from "design" and "make" to "fulfill" and "service" stages) of a product life cycle.

To its merit, Fujitsu is the world's third largest IT services company and a leading provider of customer-focused IT and communications solutions for the global marketplace. Comprised of more than 500 subsidiaries and affiliates, the Fujitsu Group operates in over sixty countries across the globe. Cutting edge electronic device technologies, reliable computing and communications platform products, and a worldwide corps of systems and services experts position Fujitsu well to deliver comprehensive solutions to its customers. Established in 1935 and headquartered in Tokyo, Japan, Fujitsu reported consolidated revenues of about $40.6 billion (USD) and an operating income of $1.5 billion (USD) for the fiscal year ending March 31, 2006. The company is listed on several stock exchange listings including those in Tokyo, Osaka, and Nagoya, Japan; Frankfurt, Germany; London, England; and Geneva, Switzerland.

For a discussion of the trend to SaaS, see SaaS-ing the Manufacturing Opportunity. For the specifics relating to full-fledged ERP vendors and SaaS, see Vendor Reservations, A Full-fledged SaaS ERP and User Recommendations.

Glovia Background
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To flesh the above out a bit, Glovia's origins and strong manufacturing heritage stem back to 1970, when it was founded as Xerox Computer Services (XCS), which then introduced Xerox Business Management (XBM), an in-house manufacturing and financial management application. In 1975, XCS introduced time-sharing applications similar to the proverbial services of General Electric Information Services (GEIS). This pedigree of design-building and management of mission-critical IT in aerospace & defense (A&D), hospitals, and law enforcement markets has come in handy for the company's most recent SaaS initiative. The vendor has long learned how to deliver IT within environments where availability and performance are critical.

In 1984, XCS introduced XBMS application, a manufacturing resource planning (MRP II) and financial management software for high-volume, discrete manufacturers with multiple plants. Then, in 1990, the vendor introduced Chess, one of the industry's first integrated client and server ERP systems—the glovia.com's progenitor. Fujitsu first became Asian distributor of XCS in 1992, while McDonnell Douglas Information Systems (MDIS) acquired XCS in 1994, the year in which Fujitsu also implemented the solution globally in over fifty of its factories. In the late 1990s, the vendor began to focus on different manufacturing environments and industry requirements. To that end, in 1995, MDIS jointly developed seiban functionality with Fujitsu within the Version 3 product release, and in 1997, the Version 4 added service management and product management modules. Seiban is an identifying number or label attached to all parts, materials, purchase orders (POs), and manufacturing orders that identifies them as belonging to a particular customer, job, product, or product line. This identification results in having separate MRPs within the overall materials requirement planning (MRP) process. Such lean and just in time (JIT) manufacturing approaches enable manufacturers to handle configured items, even if in batches of one. Many other functions aimed at inventory optimization and waste management, streamlined planning, and control for specific products, models, and sequenced production are offered by Glovia. Its many competitors have yet to emulate them. In 1998, the company introduced the projects and contract management and material supply solutions, while in 1999, it introduced the customer management and automotive industry pertinent functionality.

With Version 5, a versatile manufacturing-focused ERP system was renamed in 1999 to Glovia to further reflect the idea of globalization, optimization, and visualization, as Glovia stands for GLObal Value Integrated Applications. The later addition of the ".com" suffix reflected not only the product's Java-based, thin client interface, but also advancements in its object-oriented component architecture and key e-commerce-oriented functional enhancements.

In 1997, Fujitsu made a significant equity in the entity by forming a joint venture with MDIS, whereby Glovia International was created. However, following a few years of disappointing results, Glovia was fully acquired from the UK-based former MDIS (now Northgate) in February 2000 by major shareholder Fujitsu (see GLOVIA to be Resuscitated (Hopefully)). After several years of focusing on the manufacturing and field service-oriented, upper mid-market as the Chess division of former MDIS, Glovia, as a part of Fujitsu, has since regrouped substantially. Leveraging its sharp focus and expertise within certain industries, Glovia has improved new product interconnectivity and quick and inexpensive e-business enablement. To that end, in 2001, glovia.com 6 introduced an extensible markup language (XML) framework, advanced planning and optimization (APS) for factory planning, the MRP by entity capability, and Web-enablement and e-commerce. In 2003, within glovia.com 7, it added collaboration and integration capabilities, program cost accounting, and enterprise-wide supply chain management (SCM) functionality.

Fujitsu Elevates Glovia
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As a result of its commitment and investment in Glovia as a strategic catalyst for Fujitsu's global growth, and as a vanguard in Fujitsu's effort to globalize its Software & Service Business division, in 2003, Fujitsu elevated Glovia to a business unit from a mere business group level. See Fujitsu Poised to (Inter) Stage Glovia's Comeback.

To put things into perspective, the Fujitsu behemoth, with close to $46 billion (USD) in projected revenues in fiscal 2007, close to 160,000 employees worldwide, and with an earmarked $2.4 billion (USD) research and development (R&D) expenditure last year, consists of the following four principal business areas:

1. software and services (which generated 57.4 percent of total revenues and includes IT consulting; application management; systems integration; IT infrastructure management; outsourcing; network services; business integration and systems management middleware; storage management software; and business applications)

2. computing and communications hardware platforms (which generated 20.4 percent of total revenues and includes servers; storage systems; personal computers [PCs] and mobile devices; storage devices and peripherals; optical transport solutions; mobile and wireless systems submarine network solutions; internet protocol [IP] network solutions, IP telephony and voice over internet protocol [VOIP]; and retail and financial products)

3. electronic devices (which generated 20.4 percent of total revenues and includes semiconductors; compound semiconductors; media devices; electromechanical components, and displays)

4. other products and services. Japan remains by far the main market, with 67 percent of total revenues (over $27 billion [USD]), trailed by Europe, Middle East, and Africa (EMEA) with 14 percent or $6.8 billion (USD), Asia-Pacific region with 11 percent or $4.4 billion (USD), and the Americas with the remaining 8 percent or $3.3 billion (USD).

Lately, the Software & Services division has become the largest of Fujitsu's main business areas in terms of the revenue it generates for the company, dwarfing the other groups (the Hardware Platforms group had long been the breadwinner). As a matter of fact, Fujitsu is currently the world's third largest IT services group, trailing only IBM Global Services (IGS) and Electronic Data Systems Corporation (EDS). This remains a sort of a "best kept secret" given Fujitsu still remains best known for hardware such as PCs, servers, disk drives, telecom switches, and mobile phones. Like IBM though, the fastest growing business divisions are in software and services. Fujitsu indeed holds leadership positions in several key sectors of the IT, communications, and microelectronic markets. While globally it often trails the likes of IBM, EDS, or Hewlett-Packard (HP) in the various above-mentioned market segments, the company remains the pride of its domestic Japanese market, either being the number one or number two vendor in the following relevant segments: IT services, IT management, storage software, PCs, servers, optical transport, routers, etc.

During last two years, Fujitsu Glovia has even become the second-largest ERP provider in Japan (with about 450 corporate customers) behind the ubiquitous leader SAP, and even toppling Oracle (even if one counts its recent slew of acquisitions). Although Glovia's revenue is less than modest against the backdrop of its parent's total revenue and of other tier one ERP vendors, its fiscal 2006 revenue was around $230 million (USD) in software and related services. This amount still promotes it into the top ten global ERP providers. Furthermore, Glovia is essential for Fujitsu's recently minted "one company, one solution" strategy, whereby enterprise applications are becoming the way for Fujitsu to penetrate North American and EMEA companies. In the meantime, sales of Glovia software generate additional multiple-fold revenue for Fujitsu in integration software, services, and hardware sales.

As a recap, Glovia attributes its recent ebullience to its experience of more than three decades in helping manufacturers manage, improve, and grow their businesses. Glovia's reliance on Fujitsu, the $46 billion (USD) global technology leader and world's third largest IT provider, comes in handy to allay any viability concerns. Further, with the help of its parent's deep pockets and technology infrastructure products, Glovia can now boast Web-based software capabilities and domain expertise in business to business (B2B) collaboration. This is because the company now offers a fully, technologically revamped suite with more than seventy integrated modules that support nearly every area of manufacturing business functions. The major functional areas are

* product management—including the engineering, engineering change, tool and gauge, estimating, costing, configurator, and plant maintenance modules;

* customer management—including the contact and opportunity management, bid process management, sales quotes, sales orders, contract management, customer releasing, and customer portal modules;

* SCM—including the factory planning, order management, supply chain partnership (SCP), and forecasting capabilities;

* supplier management—including the supplier quotes, POs, contract purchasing, supplier releasing, procurement, material supply, and supplier portal modules;

* manufacturing management—including the material production scheduling (MPS), MRP, seiban, work orders, repetitive manufacturing, advanced capacity planning, shop floor control, electronic kanban, kanban, and inventory and physical inventory modules;

* financial management—including the billing, accounts receivable (AR), accounts payable (AP), cash management, fixed assets, financial integration management, general ledger, and time and attendance (TA) modules;

* projects management—including the project definition, project management interface, project requirements planning (PRP), project accounting, and program cost accounting capabilities;

* service management—including the installation management, field service, service and repair, and service orders modules;

* connectivity and business intelligence—including the electronic data interchange (EDI), XML, application adapters, external interface facility, Interstage, Visual-ARMS, ActionDESK, Publisher, and Cognos BI capabilities; and

* tools and technology—including the audit manager, security manager, shop floor data collection, web client, application development tools, and code comparison tools.

Possibly most beneficial for Glovia is the availability of Fujitsu's underlying technologies, from infrastructure up. These technologies include system management; storage management; application development suite; application server; portal server; content management server; business process manager; integration manager and server; XML search engine; extensible business reporting language (XBRL) tool; integration navigators; traffic integrator; and security integrator—all provided by Fujitsu.

Owing to the above bevy of mostly native functionality, the product is also flexible and one of only a few to serve the needs of "to order" and high-volume manufacturers with one solution. Although the glovia.com suite covers nearly every functional area of the extended ERP scope and nearly all the processes within the entire product's life cycle (although it is flexible enough to serve the gamut of manufacturing modes), the vendor is not trying to be all things to all manufacturers. Glovia still targets mixed-mode manufacturers in the high-tech and electronic, capital equipment, and automotive sectors. Mixed-mode manufacturing includes a medley of ETO and project and contract handling (via MTO), and assemble-to-order (ATO) to high-volume, or repetitive, or make-to-stock (MTS) practices within the same organization. In the high-tech and electronics industries (that is, components and consumer electronics), Canon, Dell, Xerox, Fujitsu, Panasonic, RadioShack, and Seiko are some exemplar customers. Customers falling into the capital equipment category include Carrier, CAT, or Daihatsu. Finally, automotive customers consist of Yamaha and Honda.

The product is also scalable, with more than 1,000 mid and large size manufacturers in over 5,600 sites worldwide. After Japan, with over 440 corporate customers, the US is the second strongest market for Glovia, with over 370 customers. The product is also global by being localized in twenty languages in double-byte code, and with support for multiple currencies, implemented in over one-hundred countries (including nearly 200 corporations in EMEA and over a dozen in Latin America). To that end, Glovia has about 650 employees worldwide, with dedicated customer support centers and professional services teams in North America, Europe, Japan, and Asia. Although it originated in the US market, the vendor has enjoyed its greatest success with Japanese companies, owing this to Fujitsu's involvement as of the 1990s. The support for serial effectivity, kanban and seiban, and its virtual manufacturing capabilities still give the vendor a functional edge over many other products for the mid-market. Also, given the current appeal of lean manufacturing concepts and benefits within the North American manufacturers, many might be at least curious to see how the Japanese ERP market vice-leader could help them continue to reduce costs and increase operational performance. For more information, see Enterprise Resource Planning Vendors Address Lean Manufacturing.

Important Sarbanes-Oxley Act Mandates and What They Mean for Supply Chain Management

SCM-related Mandates: Sections 404 and 401

More and more, enterprises are realizing the importance of adopting a holistic approach to their businesses from top down, and are beginning to harness an emerging strategic software category—governance, risk management, and compliance (GRC). To this end, their attention so far has been greatly focused on ensuring compliance with the US Sarbanes-Oxley Act (SOX). Chief financial officers (CFOs) and chief executive officers (CEOs) of publicly traded companies are now very much aware of the impact SOX has on their firms, as failure to comply with the law's strict standards and policies, even unknowingly, can essentially end the career of any executive, and often in a disgraceful manner. For a discussion on the relationship of SOX to other regulatory laws, see Thou Shalt Comply (and More, or Else).

Although the law included a number of new mandates, two sections have had clear implications for corporate information systems, while some are especially relevant to supply chain management (SCM). Namely, Section 404 (management assessment of internal controls) requires management to assess the effectiveness of its own internal controls and procedures for financial reporting each year. Section 409 (real time disclosure) requires companies to disclose material changes in their financial conditions or operations on a rapid and current basis. Section 404, which requires audit of internal controls, has made executives reexamine and sometimes replace operational systems that are not well integrated with their financial systems.

Section 401a (off-balance-sheet obligations disclosure) is an addition to the Securities Act of 1934. Section 401a requires disclosure of "material off-balance-sheet transactions, arrangements, obligations (including contingent obligations), and other relationships of the issuer [that is, the company itself, an issuer of securities] with other entities or persons" if these arrangements may have a current or future material effect on the firm's financial condition, operations, and so on.

This particularly affects service contracts, such as those typically written with ocean carriers and vendor managed inventory (VMI) arrangements undertaken to hedge risk and move assets off the balance sheet. Increasingly, businesses that adopt VMI practices to reduce current inventory assets may include some form of penalty clause in their contracts for failure to use materials or early cancellation of agreements, and Section 401a clearly requires time-phased listings of these potential obligations. Also, market conditions might change and cause firms to cancel long-term purchase agreements with suppliers, with cancellation penalties or restocking charges as a result. SOX requires enterprises to outline the precise details of these potential charges and penalties. Along similar lines, companies must report and document any early termination or cancellation fees in any lease agreements or letters of intent (which are sometimes used to aid with delivery schedules and manufacturing lead times for critical items).

While Section 401a has limited applicability to some supply chain contracts, Section 404 is broadly relevant to many SCM processes, including outsourcing arrangements. Outsourcing of processes and transactions comes under both Sections 401 and 404, whereby off-balance-sheet agreements with suppliers need to be reported (401) and subjected to effective internal controls (404). SOX is more demanding in this regard than traditional auditing standards. For instance, Section 404 directs the US Securities and Exchange Commission (SEC) to prescribe rules that require annual reports to include an internal control report. This internal control report must contain two elements: 1) it must state management's responsibility for establishing and maintaining controls (including policies, procedures, and processes) for financial reporting, and 2) it must contain an assessment of the effectiveness of these controls and procedures.

If the supply chain is to be truly controlled to the level required by SOX, then there must be a well-structured process that runs across multiple functions, and not merely a series of transactions pretending to be a process. CEOs will thus look to all leaders corporate-wide, including the SCM managers, to take a proactive and collaborative role in corporate governance, since everyone has to realize that passing audits is only one step to the improvement of corporate governance, and that auditors will never understand areas of the supply chain the same way SCM professionals do (and vice versa).

Firms that move aggressively in the direction mandated by Section 404 might even have a chance to improve the management of their supply chains (that is, achieve supply chain excellence), and to gain a competitive advantage on their rivals. This is particularly true given that other disclosure requirements (those instituted in the European Union [EU], for instance) can also support a more efficient and credible, competitive environment for businesses and their supply chains.

Control requires visibility across the process (from ordering components to delivering finished goods and services to customers), and information technology (IT) may be a necessary aid to achieving this total visibility. Yet IT alone is not sufficient to constitute SOX-level control. Meaning, the mere tracking of inventory cannot substitute for efficiency and effectiveness in all SCM activities. For example, with regards to inventory management and inventory write-offs, most enterprises still have the responsibility of controlling inventory and fixed assets. However, SOX implications would now instill the requirement that inventory values are correctly stated, whereby CFOs can no longer "defer" inventory write-downs to avoid write-off losses on quarterly income statements. In other words, SOX demands more accurate and timely accounting to ensure that the material is physically present, its condition is correctly stated, and inventory values are accurately recorded within the accounting system.

As for material transfers and poor inventory accuracy, most enterprises still have the responsibility for material control activities. In the past and all too often, material transfers and inventory transactions would not be processed in a timely manner, thereby creating a true inventory that is "out of kilter" with the expected-on-records situation. SOX, however, states that all movements of inventory or fixed assets must now be recorded in a timely fashion. In other words, all movements will have a definitive financial impact on the company, and the recording of accurate financial information is the foundation of SOX.

Further, an accounts payable (AP) system that does not systematically match purchase orders (POs) and receipts to vendor invoices prior to payment might be vulnerable to fraud, or even to a situation where someone creates fictitious employees or suppliers to then "pay" them, and pocket the money himself or herself. Traditionally, SCM departments within enterprises (for example, engineering departments) have accommodated "internal customers" to "sanitize" so-called "after the fact purchase order" commitments. Under SOX regulations, however, if policies and procedures specifically outline requisitioning and procurement authorities, and if these clearly state that SCM departments are not authorized to issue confirming commitments, then such actions by SCM departments would be an apparent SOX violation. The "charge" would be failure to adhere to internal controls with regards to commitment of company funds and in accordance with company policies and procedures.

All this accentuates the importance of instituting the so-called segregation-of-duties (SOD) for possible conflict-of-interest practices in the procure-to-pay processes, which include receiving, order placement, invoice processing, and establishing vendor (supplier) master data and setups. Section 404 is all about ensuring that companies have adequate approval processes and procedures in place to preempt fraud or theft, as well as making sure what controls and testing are performed to guarantee that these safeguards are working.

Other examples of good SOD practices are to not allow an engineering manager to both select and pay suppliers, because some of these suppliers could, for instance, be family members or best buddies of the manager. Software developers should not perform quality testing on their own applications. Also, an invoicing system that is not integrated with shipping might allow a manager to improperly recognize revenue that has not yet been earned. Many enterprises now also use numerous contemporary tools, such as procurement cards, e-procurement applications, and blanket order releases, to either assist or monitor execution of company expenditures. The aim of SOX is to ensure that businesses institute adequate controls to monitor expenditures and commitments to make certain that company assets are safeguarded and policies are complied with.

Documenting Activities Affected

SOX has also had an effect on the obligation of public companies to document their activities. Since changes in their activities could affect companies' bottom lines, companies must provide all relevant information about any changes to their shareholders within ninety-six hours (see Claudia Delto's 2005 article Checking It Twice -- Basel II, Sarbanes-Oxley Act, International Financial Reporting Standards). Therefore, the timeliness requirement of Section 409 seems to call for a much more transparent and integrated financial reporting system than many companies have today. For example, companies that are accustomed to working on a ten-day financial closing period would seem to be at risk for noncompliance with the real time disclosure requirement, which is currently interpreted as demanding disclosure of material events within four business days.

Logically, when key or critical supplies or services are late, they inevitably have an impact on a company's revenue. And if late deliveries result in a material financial impact, this must be reported in a timely fashion. Also, given the trend towards more outsourcing, companies are held responsible for good business decisions and for execution of agreements and supplier relationships. Section 409 is to make sure that in case of supply disruption, there is a process in place to report the financial impact of the disruption on a timely basis, if of material nature.

An SAS 70 Type II Report may also need to be included within the outsourcing proposal request. For those not familiar with the report, SAS 70 is an auditing standard designed by the American Institute of Certified Public Accountants (AICPA) to enable an independent auditor to evaluate and issue an opinion on a service organization's controls. The service auditor's report contains the auditor's opinion, a description of the controls placed in operation, and a description of the auditor's tests of operating effectiveness (if the report is a Type II).

The audit report can be shared with the service organization's customers (user organizations) and their respective auditors. The service organization is responsible for describing its control objectives and control activities that would be of interest to user organizations and their respective auditors. In other words, the report allows each outsource provider to have a single assessment account, and precludes the need for them to have each client review their processes on an individual basis. It is a mechanism for outsource providers to demonstrate the sufficiency of their controls design and to verify that their controls are operating effectively.

The problem of SOX reporting is particularly acute for firms with multiple operating units and decentralized systems. This is because in recent years, many enterprises have grown both organically and through acquisitions, and thus, accurately reporting on these business units requires a significant number of "manual" accounting processes and adjustments. Such companies will either need to adopt a common financial reporting system, perhaps integrate multiple systems with a financial reporting layer at the corporate level, or implement a performance management solution to provide near real-time analytics (see Financial Reporting, Planning, and Budgeting As Necessary Pieces of EPM).

Also, while the first few years since SOX enactment have been devoted mostly to financial issues, in 2007 and beyond, the law's mandates will likely delve deeper into organizational structures and significantly touch SCM, human resources (HR), and IT departments. Even now, SOX requires disclosure of risks and strategies that will go into effect after such disruptive events as hurricanes, accidents, and threats or actual instances of terror, to mitigate their effects.

The Challenge of SOX Compliance

Of all the laws and regulations, SOX presents some of the greatest technical challenges for businesses, since the additional requirements of the law increase the amount of required manual processing. This, in turn, significantly increases the cost of compliance. The ongoing cost of testing manual financial controls to comply with SOX requirements, as well as the ongoing compliance risks associated with those controls, is forcing companies to move towards financial management and accounting systems that not only record transactions, but that also manage the entire SOX 404 compliance process.

The early adopters of SOX compliance have reportedly learned some hard lessons. SOX programs have highlighted manual, paper-based processes as being very costly to audit compared to automated processes. It is quite time-consuming to reconcile and correct errors in manual processes. They run a higher risk for human error and (possibly vile) omissions, have high ongoing audit costs (as compliance in one location does not necessarily imply compliance in another location), and require detective controls to search and identify errors after they have occurred. Yet, if a company is found to have disregarded or violated its reporting duties, its chief information officer (CIO) could also be convicted (see Checking It Twice). Even privately held companies that are not legally bound to comply can be indirectly impacted by SOX. Examples of such companies are customers that manufacture or supply goods to large public organizations, such as auto companies; these organizations often require their suppliers to be SOX-compliant.

The logical question is—how is any organization with limited resources (particularly a smaller one) supposed to cope with all of this? Even more important, how do such organizations stay abreast of the additional changes that are certain to be on the way? One sensible answer to these questions is IT, since many software tools have been developed that can greatly simplify the process. It all comes down to managing and monitoring an organization's internal processes. These preventive, detective, or mitigating compliance controls ideally span users, roles, and processes, which all require access and authorization evaluation, testing, and remediation.

For instance, some of these solutions compare a company's current controls to compliance "best practices," and offer solutions on how to shore up weaknesses and better segregate duties. In other words, the software governs who has clearance to perform such tasks as writing a check to a vendor, paying an employee, or adding revenue in a given quarter. This software might not only set up who can do what, but it would also enforce the rules (that is, alert the compliance watchdogs should an unauthorized person attempt to "monkey" with anything, and thus prevent fraud before it occurs). Other software may help managers to document policies and procedures, creating electronic archives of those policies along the way, while several packages could flag internal transactions that look suspicious.

As a result, users should be able to achieve optimal control of SOD issues, and a system to identify control gaps and remediate risks. Generally, such tools like the recently launched Compliance Control Manager (CCM) by Lawson, Internal Controls Manager by Oracle, Enterprise Internal Controls Enforcer by PeopleSoft, Event Manager by Exact, or CODA-Control suite, to name only some, might provide reasonably cost-efficient solutions, allowing business managers to focus their time more on operational improvements, and less on compliance issues. Further, these systems might allow user enterprises to streamline the integration of new divisions into their financial systems and processes, thereby ensuring that the business processes of the acquired units are SOX 404-compliant. For more information, see Joining the Sarbanes-Oxley Bandwagon; Meeting the Needs of Small and Medium Businesses and Using Business Intelligence Infrastructure to Ensure Compliancy with the Sarbanes-Oxley Act.

To many vendors, it makes perfect sense to launch compliance modules as packaged offerings for products and architectures that have only limited data, process, reporting, and other delivery change capability, especially from a sales or marketing department's financially sound perspective. Other vendors, such as Agresso, have quite a different approach. The company contends that it has no need to create special compliance modules and to market them as brand new products, owing to the vendor's inherent, reconfigurable, "Lego-brick" style architecture, and the virtually infinite couplings of data, processes, and so on, regardless of changing regulatory needs.

In other words, the capability to respond to new regulatory requirements basically comes within the solution (see The Modelling Approach to Post-implementation Agility in Enterprise Systems and How One Vendor Supplies Agility to Post-implementation Enterprise Systems). Any new regulation can be, in theory, met with a "light internal IT" staff, or even with just a smart, knowledgeable user well-versed in the regulation. The downside of this is that enterprises would have to then rely on their own knowledge of regulations, and on the users plowing through the legislation and creating specifications for their enterprise system. But then again, being well-informed makes good business sense.

SOX may be just the beginning of a wave of financial regulations, guidelines, and laws that enterprises must comply with, either directly or indirectly. With this in mind, businesses must make certain that their enterprise resource planning (ERP) and financial management systems provide an adequate set of financials and analytics capabilities to meet the requirements.