A glimpse into ITFrom notepad to service ticket

They usually work in the background, but we'd be lost without them: our colleagues from IT. One of them is Werner Schick, a long-standing member of the team whose career shows how IT has evolved over the years and what lies ahead.

When Werner Schick begins working at Uhlmann in 1986, there is not one depart­ment in the company respon­sible for infor­ma­tion tech­nology (IT). “At that time, all we had to support the design depart­ment was a team of three and a single computer to share,” he recalls.

And that’s all it took. In the mid-1980s, digi­tal­iza­tion is only just starting to take its first baby steps. “If some­body else was using the computer, I would write down the program­ming code – that I would subse­quently use to create a drawing – on a piece of paper and type it in later. At Uhlmann, this was how CAD, or computer aided design, started” says Schick.

Today, thirty-six years later, our Group IT has as over 65 employees – not counting trainees, students and free­lancers. Together, they handle a broad range of tasks across the entire group. “No wonder,” says Nicolas Mund­brod, Head of Group IT: “As Uhlmann made huge advances, so did digi­tal­iza­tion: Uhlmann has mean­while evolved into a corpo­rate group with over 2,600 employees, and digi­tal­iza­tion has meant that virtu­ally all our company processes are now infused – both in breadth and depth – with infor­ma­tion tech­nology.”

Virtu­ally all our company processes are now infused – both in breadth and depth – with infor­ma­tion tech­nology.

Nicolas Mund­brod, Director Corpo­rate IT

This change is also reflected in Werner Schick’s daily work routine: In the past, if someone approached him with a problem, he would jot it down in a note­book. Once the problem was solved, he would check it off. “It was pure paper chaos,” says Schick.

It all began with CAD

Schick joins Uhlmann as a mechan­ical engi­neering student. Initially, the “native of Laupheim,” as he puts it, stays with the company for four-and-a-half years and writes calcu­la­tion programs to solve mechan­ical prob­lems. “They were still pretty basic back then, but they helped,” he says. A “first-aid” service that was also sought after by other compa­nies: In 1991, Schick moves to Lieb­herr in Ehingen where his work includes devel­oping a program designed to simu­late the use of a mobile crane, like finding the right spot for such heavy equip­ment.

Click on the . signs to learn more. NB: In recent times, the area of IT secu­rity and data protec­tion has gained enor­mously in impor­tance; it may be under­rep­re­sented in the big picture, but not so in the real world of Uhlmann.

Mean­while, IT is making rapid inroads at Uhlmann: computer-aided design is steadily increasing, SAP is being intro­duced – and Werner Schick’s phone keeps ringing: “In 2000, they asked me if I wanted to come back. At that time, Uhlmann had upgraded from the SAP R/2 version of the ERP-System to SAP R/3, and the team was strength­ened accord­ingly.” For Schick, this was the perfect job, because a “tech scout,” as he calls himself, is inter­ested in any new devel­op­ments. “Sitting around is just not my thing” says the now 61-year-old.

It’s just as well that Uhlmann is a pioneer in SAP as a refer­ence customer at the time. What Schick likes about this ERP system is that it can be used throughout the entire company: “It’s a plat­form for all areas, you achieve excel­lent synergy effects with it, and there is no media disrup­tion when different depart­ments work together”.

In the May 2001 issue of pactuell, Uhlmann IT still looked some­what different ... (from left to right): Marion Fiesel, Klaus Kramer, Heinz Groner, Martin Heim, Michael Grötzinger, Roland Schick, Gerhard Rapp ...

... Peter Wahlen­mayer, Gebhard Klinger, Werner Schick, Heinz Schörle ...

... Christof Ruch, Markus Adler, Gabriele Miller, Albrecht Janz and Thomas Frank

Initially, Schick continues to focus on CAD, because, he says: “Without design, you can’t sell anything as a mechan­ical engi­neer. To do that, you have to draw some­thing, manu­fac­ture it, and store it. And this is all controlled and recorded with ERP.” But the next tech­no­log­ical inno­va­tion was not long in coming: the SAP Busi­ness Ware­house, or SAP BW for short. In the early 2000s, Werner Schick teaches himself how to use this Busi­ness-Intel­li­gence tool: Since then, the self-taught expert has been making sure that the data coming in from all corners of the company can also be used by eval­u­ating and visu­al­izing it. “A pie chart says more than the bare numbers,” says Schick.

Contin­uous skills devel­op­ment

As the Uhlmann Group expands, so do the myriad tasks of IT – including those of Werner Schick. About three years ago, the SAP Analytics Cloud (SAC) was added. This makes it possible to visu­alize the most impor­tant key perfor­mance figures from the entire Group and make them compa­rable – even on mobile devices.

A pie chart says more than the bare numbers.

Werner Schick, Appli­ca­tion Consul­tant

At the time Schick also takes on a job in the Corpo­rate Finance & Control­ling depart­ment of the holding company, with whom he has close ties on account of his exper­tise in SAP BW. “That’s when it became clear that things get moving when you’ve got IT on board,” says Schick, who also trained Jacque­line Sárosi, a colleague from the depart­ment, to become a Key User in SAC. Together with her, Schick also trained to become a SCRUM Master and, ever since then, has been a fan of this agile way of working.

It has given way to a ticket that the requester creates in the IT service desk and that is processed on the basis of IT Service Manage­ments (ITSM) (see infobox). Schick thinks it’s better: “Nothing slips between the cracks anymore and every­thing is clearly docu­mented.” He is simply someone who loves progress. And now he’s facing the next change: The active phase of his partial retire­ment has just begun, so more time for moun­tain biking and his dog is within reach. However, he is still taking the upcoming big step in IT with him and will contribute all his expe­ri­ence to the company when it switches to the next SAP version S/4.

 

What actu­ally happens with my request?

From problem …

Employees of the Uhlmann Group who need support with IT issues, or wish to secure an IT service (e.g., a new cell phone) or initiate changes to systems can call the IT Service Desk during service hours or submit their request via the IT Service Desk using a browser on the Internet.

 

… to ticket …

A ticket is created based on the request. IT support staff then provide direct support and analyze any addi­tional tickets received to cate­go­rize or assign those that were not auto­mat­i­cally sorted. More complex requests are then processed in a struc­tured manner by other IT staff.

 

… to solu­tion.

Since the begin­ning of 2020, Group IT has processed more than 45,000 tickets for trou­bleshooting, IT service inquiries and change requests alone. On average, the IT colleagues receive a rating of 4.8 stars for their service. Inci­den­tally, the IT employees them­selves are also satis­fied with their jobs: in a survey to gauge their satis­fac­tion with the depart­ment, they awarded 4 out of 5 stars.

 


IT with strategy

In 2019, at the same time that the Uhlmann Group Holding was estab­lished, a compre­hen­sive IT strategy was approved by manage­ment. It lays the foun­da­tion for the trans­for­ma­tion of IT itself and the struc­tured digi­tal­iza­tion of the company group.

The IT strategy is based on four pillars:
  1. IT as a busi­ness enabler
  2. Profes­sion­al­iza­tion of IT services
  3. Agile teams and projects
  4. Re-align­ment of IT gover­nance

In order to profes­sion­alize IT services and leverage syner­gies, a group-wide IT Shared Service Center will be created and form the core of a Group IT entity. The group compa­nies will continue to have their own oper­a­tional IT depart­ments, and the holding company’s Corpo­rate IT will be the umbrella orga­ni­za­tion respon­sible for tech­nical super­vi­sion of the oper­a­tional units. In order to create up-to-date, group-wide processes, the poten­tial of IT Service Manage­ments (ITSM) is being exploited and the new processes are being imple­mented in stages.

The aim is to ensure that Group IT employees collec­tively attend to the needs of the employees, i.e., depending on the exper­tise of the IT staff and inde­pen­dent of their loca­tion. For example, many Uhlmann IT employees support colleagues from other Group compa­nies (Axito, Wonder, KOCH). In order to act as a busi­ness enabler, Group IT is currently managing more than 100 change projects, IT projects and initia­tives that are all running simul­ta­ne­ously. One of the central projects is the changeover to SAP S4/HANA at Uhlmann, Wonder and Axito Germany as of this busi­ness year.

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