T eball de Fi de G au
G au en Enginye ia en Tecnologies Indus ials
Design and c ea ion o an Upselling
Dashboa d wi h SAP
REPORT
Au ho : Ma ia C use Mo agues
Supe iso : Isabel Ri a Rod iguez
Tu o : Pablo Pujadas Ál a ez
Call: June 2024
Escola Tècnica Supe io
d’Enginye ia Indus ial de Ba celona
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Design and c ea ion o an Upselling Dashboa d wi h SAP Page 3
Resum
Aques eball in es iga la implemen ació dels sis emes de plani icació de ecu sos
emp esa ials conegu s com a ERP al sec o ho ele cen an -se en l’inc emen d’ing essos
mi jançan l’adopció de ècniques e ec i es en l’upselling. En conc e , es p e én
desen olupa un p ojec e que in oluc a el disseny d’un Upselling Dashboa d pe a una
coneguda companyia ho ele a que ope a a ni ell mundial. La indus ia ho ele a,
ca ac e i zada pe una na u a compe i i a i dinàmica, necessi a l’adopció de solucions
inno ado es pe inc emen a l’e iciència en les se es ope acions i alho a millo a
l’expe iència dels seus clien s. En conseqüència, aques p ojec e plan eja l’es a ègia dels
omnicanals que é la in enció de c ea una es uc u a que in eg i di e sos canals en la
implemen ació de les ècniques d’upselling, com pe exemple, la me odologia online i la
p esencial, pe pode b inda al clien amb una expe iència e ec i a i luida.
La ece ca engloba una e isió exhaus i a pe comp end e les ac uals ecnologies i
uncionali a dels ERP cen an -se en l’aplicabili a que aques s enen en el sec o del
u isme. A més, es p esen en les ca ac e ís iques del so wa e implemen a , el qual és el
de l’emp esa SAP, i alho a, la in e ície emp ada en el desen olupamen del p ojec e
coneguda com Fio i, ambé de la ma eixa emp esa. Finalmen , pe un ap o undimen en la
qües ió de l’upselling, es a du a e me un ecull d’in o mació elacionada amb aques
camp en p o undi a pe al de amilia i za -se amb o es les qües ions que s’ha ien de
con empla en la execució del p ojec e.
La ase de desen olupamen del p ojec e es cen a en el disseny d’un p o o ip del
dashboa d i la pos e io eali zació de es s eque i s pe e i ica la se a obus esa.
Ap o i an els coneixemen s ob ingu s p è iamen , els p incipis pel disseny i les
especi icacions ècniques eque ides pel clien es an de ini . El dashboa d es à pensa pe
p esen a de mane a in uï i a indicado s elacionals amb els p og essos dels emplea s,
pa ons en les despeses d’aques s o l’es a de l’in en a i pe al que els emplea s puguin
millo a el seu endimen en el camp de l’upselling i els clien s ob inguin una expe iència
pe sonali zada.
Finalmen , aques a esi conclou que la implemen ació es a ègica dels sis emes ERP
acili a l’anàlisi d’in o mació en emps eal i alho a pe me p esen a al clien o e es
pe sonali zades i moni o i za el p og és dels emplea s en l’execució de la se a ac i i a .
En conc e , la c eació del dashboa d mi jançan SAP i Fio i b inda als ho els la opo uni a
de ges iona de mane a e icaç el camp de l’upselling i implemen a les adequades pe
inc emen a els ing essos o als del negoci. Pe exemple, es po aconsegui un en oc
cohesiu amb un omnicanal que in eg i di e sos pun s de con ac e, com els canals en línia
i o a de línia en l’àmbi del upselling.
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Resumen
Es e abajo in es iga la implemen ación de sis emas de plani icación de ecu sos
emp esa iales, conocidos como ERP, en el sec o ho ele o cen ándose en el inc emen o
de ing esos median e la adopción de écnicas e ec i as en el campo del upselling.
Conc e amen e, p e ende desa olla un p oyec o que in oluc a el diseño de un Upselling
Dashboa d pa a una conocida compañía ho ele a que ope a a ni el mundial. La indus ia
ho ele a, ca ac e izada po una na u aleza compe i i a y dinámica, necesi a de la adopción
de soluciones inno ado as pa a inc emen a la e iciencia de sus ope aciones i a la ez
mejo a la expe iencia de sus clien es. En consecuencia, es e p oyec o plan ea la
es a egia de los omnicanales, la cual iene la in ención de c ea una es uc u a que in eg e
di e sos canales en la implemen ación de écnicas de upselling, po ejemplo, la
me odología online y p esencial pa a pode b inda al clien e una expe iencia e ec i a y
luida.
La in es igación engloba una e isión exhaus i a que p e ende comp ende las ac uales
ecnologías y uncionalidades de los ERP cen ándose en la aplicabilidad que es os ienen
en el sec o del u ismo. Además, se p esen an las ca ac e ís icas del so wa e
implemen ado, el cual pe enece a la emp esa SAP, i a su ez la in e az desa ollada po
es a misma emp esa, conocida como Fio i. Finalmen e, pa a p o undiza en la cues ión
del upselling, se hizo una ecopilación de in o mación elacionada con es e campo pa a
p o undiza y amilia iza se con odos los eque imien os que se debe ían con empla en la
ejecución del p oyec o.
La ase de desa ollo del p oyec o se cen a en el diseño de un p o o ipo del dashboa d y
la pos e io ealización de los es eque idos pa a e i ica su obus eza. Ap o echando
los conocimien os ob enidos p e iamen e, los p incipios del diseño y las especi icaciones
écnicas eque idas po el clien e ue on de inidos. El dashboa d es á pensado pa a
p esen a de mane a in ui i a indicado es elacionados con los p og esos de los
empleados, los pa ones de gas os o el es ado del in en a io pa a que los empleados
puedan mejo a su endimien o en el campo del upselling y los clien es ob engan una
expe iencia pe sonalizada.
Finalmen e, es a esis concluye que la implemen ación es a égica de los sis emas ERP
acili a el análisis de in o mación en iempo eal y a su ez, pe mi e p esen a al clien e
o e a pe sonalizadas y moni o iza el p og eso de los empleados en el desa ollo de su
ac i idad. En conc e o, la c eación del dashboa d median e SAP i Fio i b inda a los ho eles
la opo unidad de ges iona de mane a e icaz el campo del upselling e implemen a las
me odologías adecuadas pa a inc emen a los ing esos o ales del negocio. Po ejemplo,
se puede log a un en oque cohesi o con un omnicanal que in eg e a ios pun os de
con ac o, incluidos los canales en línea y ue a de línea en el ámbi o del upselling.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 5
Abs ac
This hesis in es iga es he implemen a ion o En e p ise Resou ce Planning (ERP)
sys ems in he Hospi ali y indus y wi h a ocus on enhancing e enue h ough e ec i e
upselling s a egies. Pa icula ly, i aims o de elop a p ojec which in ol es he design o
an Upselling Dashboa d o a well-known mul ina ional ho el chain. The Hospi ali y sec o ,
cha ac e ised by i s dynamic and compe i i e na u e, needs he adop ion o inno a i e
solu ions o imp o e e iciency and enhance gues expe ience. The e o e, his p ojec aims
o de elop a cohesi e omnichannel amewo k ha in eg a es a ious ouchpoin s,
including online and o line upselling channels o deli e a seamless and e ec i e upselling
expe ience.
The esea ch encompasses a comp ehensi e e iew o cu en ERP echnologies and hei
unc ionali ies ocusing on he applicabili y o he Hospi ali y indus y. Mo eo e , i p esen s
he cha ac e is ics o he implemen ed so wa e, which is SAP, and Fio i, which is he
in e ace used in he de elopmen o he p ojec . Finally, o a u he unde s anding o he
ma e in o ma ion abou upselling s a egies was ga he ed o become acquain ed o he
equi emen s ha had o be included in he execu ion o he p ojec .
The de eloping phase o he p ojec in ol es p o o yping and es ing he dashboa d based
on he clien ’s eedback and pe o mance me ics. By le e aging hese insigh s, design
p inciples and echnical speci ica ions equi ed o he clien o an e ec i e Upselling
Dashboa d a e ou lined. The dashboa d is hough o p esen key me ics such as
employees’ pe o mance, spending pa e ns, and in en o y s a us in an in ui i e o ma ,
enabling s a o imp o e hei pe o mance in he upselling ield and o e ing o he clien s
a pe sonalised expe ience.
Ul ima ely, his hesis concludes ha he s a egic implemen a ion o ERP sys ems
acili a es eal- ime da a analysis, and a he same ime i enables o p esen pe sonalised
upselling o e s o he clien s and moni o employees’ p og ess in he execu ion o hei
ac i i y. Speci ically, he c ea ion o he dashboa d wi h SAP and Fio i gi es ho els he
chance o e icien ly manage he upselling ield and o implemen adequa e me hodologies
o inc ease he o e all e enue o he business. Fo example, a cohesi e omnichannel
app oach can be achie ed by in eg a ing a ious ouchpoin s including online and o line
upselling channels.

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Design and c ea ion o an Upselling Dashboa d wi h SAP Page 7
Con en s
RESUM _____________________________________________________ 3
RESUMEN __________________________________________________ 4
ABSTRACT _________________________________________________ 5
CONTENTS _________________________________________________ 7
ABBREVIATIONS AND SYMBOLS ______________________________ 9
LIST OF FIGURES ___________________________________________ 10
LIST OF TABLES AND GRAPHICS _____________________________ 13
1. PREFACE _____________________________________________ 15
1.1. Mo i a ion ..................................................................................................... 15
1.2. P e equisi es ................................................................................................ 15
2. INTRODUCTION ________________________________________ 16
2.1. Objec i es .................................................................................................... 16
2.2. Ou line .......................................................................................................... 17
3. THEORETICAL BACKGROUND ___________________________ 18
3.1. Abou EY ...................................................................................................... 18
3.1.1. Hospi ali y in EY ..............................................................................................20
3.2. Abou ERP ................................................................................................... 21
3.2.1. Bene i s o di e en business ........................................................................22
3.2.2. Types o ERP deploymen ..............................................................................23
3.2.3. His o y .............................................................................................................23
3.3. Abou SAP ................................................................................................... 24
3.3.1. SAP u ili y ........................................................................................................25
3.3.2. SAP modulus ..................................................................................................26
3.4. Abou SAP Fio i ........................................................................................... 27
3.4.1. Why Fio i? .......................................................................................................27
3.4.2. De ini ion .........................................................................................................28
3.4.3. U ili y ................................................................................................................29
3.5. TMS o Ho els ............................................................................................. 29
3.5.1. TMS o Ho els bene i s ..................................................................................29
3.6. Upselling ...................................................................................................... 30
3.6.1. T ends and inno a ion in upselling .................................................................31
3.6.2. O line upselling VS. Online upselling ............................................................32
3.6.3. S a egies ........................................................................................................34
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4. METHODOLOGY AND RESULTS __________________________ 36
4.1. P oblem Scena io ........................................................................................ 36
4.2. Ini ia ion ........................................................................................................ 37
4.2.1. Fi s s eps: kick-o mee ing, SOW and scope ...............................................37
4.2.2. Gene al conside a ions o he Upselling Dashboa d ....................................38
4.2.3. Budge .............................................................................................................40
4.3. Planning ....................................................................................................... 41
4.3.1. Wo k B eakdown S uc u e ............................................................................41
4.3.2. Team o ganisa ion ..........................................................................................42
4.3.3. Responsibili y ma ix .......................................................................................44
4.3.4. Gan diag am .................................................................................................46
4.4. Execu ion ..................................................................................................... 47
4.4.1. Me hodology....................................................................................................47
4.4.2. Tools and esou ces .......................................................................................48
4.4.3. Implemen a ion and e olu ion ........................................................................50
4.5. Final design.................................................................................................. 52
4.5.1. SAP con igu a ion able ..................................................................................52
4.5.2. Fio i Dashboa d app .......................................................................................59
4.6. Moni o ing and con olling ........................................................................... 75
4.7. Closu e ......................................................................................................... 77
5. PLANNING _____________________________________________ 78
6. ECONOMIC ASSESSMENT _______________________________ 80
7. ENVIRONMENTAL ASSESSMENT _________________________ 82
8. SOCIAL AND GENDER EQUALITY ASSESSMENT ____________ 83
9. CONCLUSIONS _________________________________________ 84
10. ACKNOWLEDGMENTS __________________________________ 86
11. BIBLIOGRAPHY ________________________________________ 87
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 9
Abb e ia ions and Symbols
EY. E ns & Young
ERP. En e p ise Resou ce Planning
SAP. Sys ems Applica ions and P oduc s
UX. Use Expe ience
UI. Use In e ace
TMS. Tou ism Managemen Sui o Ho els
PMS. P ope y Managemen Sys em
SOW. P ojec S a emen o Wo k
WBS. Wo k B eakdown S uc u e
OBS. O ganiza ional B eakdown S uc u e
RAM. Responsibili y Assignmen Ma ix
KPI. Key Pe o mance Indica ion
SIT. Sys em In eg a ion Tes ing
UAT. Use Accep ance Tes ing
CR. Change Reques
S4D/FID. De elopmen en i onmen in SAP/Fio i
S4Q/FIQ. Quali y en i onmen in SAP/Fio i
SHS/FIS. Sandbox o p ep oduc ion en i onmen in SAP/Fio i
S4P/FIP. P oduc ion en i onmen in SAP/Fio i
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2. In oduc ion
In he pas ew decades a el and ou ism ha e expe ienced a inse which has di ec ly
impac ed he Hospi ali y sec o . Economic globalisa ion, inc easing compe i ion in inancial
asse s, eme ging echnologies, and demog aphic e olu ion ha e made Hospi ali y
companies o e hink he adi ional ou es o successes. Mo eo e , he accompanying
digi aliza ion has es ablished a new mindse on he cus ome s as hey now expec a
pe sonalised expe ience like in any o he sec o .
As a esul , Hospi ali y companies a e in es ing mo e han e e be o e in ans o ming hei
back and on -o ice ope a ions o maximise bene i s while li ing hei clien s’ expe ience
now ha hey ha e become mo e demanding.
In o de o do so, echnology consul ing companies a e undamen al o b ing o li e he
imp o emen s ha he Hospi ali y sec o needs. EY is an example o a company ha ,
h ough i s Hospi ali y eam, gi es suppo o in e na ional ho el chains so hey can make
ope a ions cos -e icien while p o iding he equi ed se ices o ul il hei clien s’ demands.
EY ad ises hei clien s on digi al ope a ional inno a ions and u he mo e, on s a egy and
ansac ion consul ing.
Boos ing digi al inno a ion and aking a bolde app oach a e key o na iga e h ough an
e e -changing ma ke whe e unce ain y is always p esen and decision making becomes
such a hough p ocess. EY eams help o a ionalise ope a ions, iden i y and ease isk, and
imp o e ela ionships wi h hei clien s wi h he aim o o e a be e pe o mance.
2.1. Objec i es
The main objec i e o his hesis is o de elop a p ojec o c ea e and design an Upselling
Dashboa d by implemen ing an ERP, in his case SAP and i s in e ace known as Fio i. The
whole p ocess has o be p ope ly de ined and all he s ages and me hodologies ha e o be
explained o unde s and how p ojec managemen in he echnology consul ing ield is
implemen ed o ca y ou IT p ojec s in he Hospi ali y indus y.
Fu he mo e, he c ea ion o he Upselling Dashboa d is a eques o an EY’s clien , a well-
known mul ina ional ho el chain, which wan s o inc ease he gene a ed e enue in he
upselling ield. To do so i is impo an o unde s and how e enue managemen s a egy is
used in upselling in he ho el indus y. Wo king wi h sui able so wa e o de elop he
app op ia e upselling ools can p o ide addi ional alue o e he adi ional e enue
managemen p ac ices.

Design and c ea ion o an Upselling Dashboa d wi h SAP Page 17
Mo eo e , he in en ion behind his de elopmen is o p o ide employees wi h a ool o
imp o e hei pe o mance in he upselling ield and o pe sonalise he expe ience o e ed
o clien s du ing hei s ay. The e o e, on he one hand i is key o c ea e a solu ion which
displays in o ma ion in a isual way and easy o unde s and meaning an accessible and
a - eaching solu ion has o be conside ed when app oaching he ma e . On he o he
hand, enhancing he clien s’ expe ience by pe sonalising he upselling new ools can lead
o a be e esponse om he cus ome s so mo e e enue can be gene a ed ou o he
upselling p ocess. The e o e, when de eloping he new solu ion, in o ma ion send o he
clien abou upselling should no be epea ed and bo h online and o line channels should
be aligned and wo k oge he as one.
As channels ha e o wo k as one, a cohesi e omnichannel amewo k is aken as an
app oach o he de elopmen o he Upselling Dashboa d. By ha ing eal ime in o ma ion
abou he ese a ions’ ea u es, on agen s can o e expe iences ha ha en’ been
al eady included du ing he booking p ocess. Hence, da a has o be collec ed and displayed
in a dynamic and unde s andable way o be able o ha e a con inuous imp o emen in he
upselling echniques. This will help he company o ha e an o e iew o hei employees’
pe o mance, de ec any inconsis encies and o be able o sol e hem and en ision a
p og ession o he gene a ed e enue made h ough upselling.
2.2. Ou line
To con ex ualise he whole hesis, his has been di ided in o ou di e en pa s:
in oduc ion, backg ound, p ocedu e, and conclusions. Following his b ie in oduc ion, he
heo e ical backg ound aims o p o ide an o e iew o he ma e s ha appea in his
p ojec , in which deep esea ch was pe o med o ob ain in o ma ion o a be e
unde s anding o all he concep s la e in ol ed. This sec ion digs in o he ERP, speci ically
SAP and i s in e ace called Fio i oge he wi h a e ical solu ion o ou ism businesses
called TMS o Ho els. I also gi es de ailed in o ma ion abou EY and he Hospi ali y
indus y, and o conclude his chap e , upselling is p esen ed and de ined in de ail as i is
he cen al axis o he p ojec .
In he ollowing sec ion, he execu ion o he p ojec is explained in de ail, ema king
p ocedu es, desc ibing me hodologies, and p esen ing ools ha we e used in he ul ilmen
o he se a ge s oge he wi h he inal design o he Dashboa d. This chap e e ol es
a ound he de elopmen o an Upselling Dashboa d by using SAP and Fio i. The whole
c ea ion p ocess and he managemen o he p ojec a e p esen ed in his sec ion. Las ly,
in he las sec ion, conclusions ex ac ed ou o he de elopmen o his heses a e
p esen ed.
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3. Theo e ical Backg ound
3.1. Abou EY
E ns & Young Global Limi ed, also known as EY, is a mul ina ional p o essional se ice
i m ha was bo n in 1989, when E ns & Whinney and A u Young & Co we e me ged.
The company is di ided in o ou in eg a ed se ices lines: consul ing, s a egy and
ansac ion, assu ance and ax. In he ecen yea s, echnology se ices ha e been
enhanced as he equi emen s in his sec o ha e inc eased. The e o e, EY also p o ides
managed se ices as Cybe secu i y, AI, Cloud and Digi al T ans o ma ion o i s clien s.
Figu e 1. EY’s pu pose [1]
I is conside ed o be one o he Big Fou accoun ing i ms alongside Deloi e, KPMG and
PwC. The i m has mo e han 30000 employees ac oss o e 700 o ices in 150 coun ies
a ound he globe and is ac i ely in ol ed in hough leade ship ini ia i es, business
s a egies and conduc ing esea ch beyond i s co e se ices. [1]
By implemen ing i s pu pose, “Building a be e wo king wo ld”, EY ad oca es o
sus ainabili y, inclusion, and di e sion wi hin he o ganisa ion and h oughou he
communi y. Addi ionally, he e a e se en d i e s o g ow h which is a p op ie a y amewo k
o lead he i m o a success ul pa h. I is o med by:
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 19
Figu e 2. EY 7 D i e s o G ow h [2]
• Cus ome s a e he ocal poin and by pu ing hei needs i s a compe i i e
ad an age can be achie ed. Fo a company o succeed he abili y o an icipa e o
u he needs and o c ea e a igh ela ionship wi h hei clien s mus be p esen in
hei cou se o ac ion, so clien s a e engaged and deligh ed wi h hei se ices.
• People who a e pa o he o ganiza ion a e he e lec ion o i , he e o e leading
businesses ha e o build an en i onmen ha alues di e si y and a ac s and
e ains he igh people.
• Technology is he ool o ans o ma ion, by implemen ing hem in he business
ac i i y sma e decisions a e made and human po en ial can be enhanced.
O ganiza ions ha belie e in echnology inc ease ocus on inno a ion, c ea i i y and
s a egic hinking which b ings ou a powe ul ad an age.
• The link be ween he s a egic in en and he abili y o deli e i is he o ganisa ion’s
ope a ing model o a company, hus ha ing a clea app oach ha aligns ope a ions
wi h s a egy leads he business o achie e success.
• Finance is a key poin as unds a e needed o g ow. The way his money is
managed de e mines he cou se o he u u e o he company. The bes inancial
app oach a each s age has o be de e mined o gain he maximum bene i s ou o
i s ac i i y.
• O ganic g ow h i sel is a ely he cause ha help ma ke -leading i ms o e ol e. I
is impo an o seek success ul pa ne ships and acquisi ions o enhance he
company’s g ow h, p o i abili y, and compe i i eness, and he e o e enhance
ansac ions.
• To educe ola ili y wi hin he business, good isk managemen is key. The abili y
o iden i y and manage isk is a i al elemen o succeed. I is undamen al o ind
he igh balance be ween aking and managing isks o na iga e o change and
g ow h. [2]
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3.1.1. Hospi ali y in EY
The Hospi ali y depa men in EY Ba celona belongs o he Technology Consul ing a ea,
speci ically amed in he SAP Consul ing subsec ion. This b anch o business was bo n ou
o he dis up ion caused by he inse in global ou ism and he accompanying digi al
e olu ion in he hospi ali y sec o . Companies in his ma ke segmen hadn’ enough
esou ces o deal wi h he e ol ing demands and hey needed suppo in he execu ion o
p ojec s o imp o e hei ope a ional backg ound. [3]
EY gi es ad ice on how o implemen SAP solu ions o di e en business p ocedu es in
o de o imp o e hem. Consul an s a e esponsible o iden i y and de ine in e nal p ocesses
o he business, adap SAP o speci ic needs o he o ganisa ion and plan he cou se o
ac ion o he p ojec o apply hese imp o emen s o hei clien s. All hese ac i i ies a e
de eloped by he Ope a ions eam in EY, which a he same ime is o med by di e en
wo ks eams depending on he ma ke segmen o he p ojec :
• CRS: The Cen al Rese a ion Sys em implemen s a cen alised sys em ha
enables he c ea ion o ese a ions ac oss mul iple ho els o a ious indi iduals. I
c ea es a sha ed da a base o access in o ma ion such as a es, clien s, cancella ion
policies, and p icing s a egies.
• PMS: The P ope y Managemen Sys em is esponsible o he daily ho el
ope a ions including he c ea ion o ese a ions and i s managemen , check-in and
check-ou ope a ions, housekeeping and main enance con ol aligned wi h he daily
closu e o he ho el, amongs o he s, all uned in he module wi hin TMS. In addi ion,
as pe he cu en SAP-TMS sys em, EY has de eloped wi h SAP Fio i a use -
iendly in e ace o imp o e he expe ience o he use s.
• M&E: This wo ks eam de elops and implemen s new unc ionali ies ela ed o
Sales and Ca e ing depa men o manage all he ni y-g i y de ails in ol ed in li e
e en s held in he ho els o he company. The aim o his depa men is o maximise
he ho el’s e enue by de eloping p og ammes o inc ease occupancy and make
p o i able us o i s accommoda ion. I has been g owing exponen ially and a he
p esen i co esponds o he app oxima ely 40% o e enue gene a ed by ho els
ac oss he wo ld.
• POS: This wo ks eam s and o poin -o -sales, i handles he o de ing and
paymen s o ood and be e age ope a ions as well as he in en o y managemen
o hese esou ces. I in ends o digi alise he managemen o he di e en a eas o
ho el in ol ing ca e ing and es au an business.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 21
3.2. Abou ERP
ERP is a so wa e sys em which s ands o En e p ise Resou ce Planning. I in eg a es
all co e business p ocesses, which a e shown in he image below, p o iding he
au oma ion mos ope a ional and p oduc i e ma e s o a company, imp o ing i s
e iciency and p oduc i i y as well as decision making.
Figu e 3. ERP's modules [7]
ERPs a e cha ac e ised by a cen alised da abase o he whole o ganiza ion, which
a oids da a duplica ion, gene a ion o unnecessa y in o ma ion and edundancy. Thus,
when making a modi ica ion in a cen alised da a base, his is only made once, and i is
upda ed o all he di e en depa men s. A he same ime, in o ma ion is upda ed in eal
ime h ough epo s and con ol panels. Mo eo e , manual p ocesses a e au oma ed
and human esou ces can be implemen ed in s a egic asks which a e mo e p o i able
o he company.
The e a e six majo ad an ages ha can be ound in all mode n ERP solu ions. On he
i s hand, hey allow he business o ope a e wi h a highe p oduc i i y as i enables
companies o do mo e wi h less esou ces by au oma ing and s eamlining di e en
p ocesses. The e o e, i p o ides businesses a ool which simpli ies IT and gi e e e yone
an easie way o wo k.
The key poin o using an ERP, men ioned be o e, is ha all o ganiza ion’s da a esides
he e, meaning deepe insigh s can be made as he e a e no in o ma ion silos and
esponses o c i ical business ques ions can be ound as e . Use s can access o he
in o ma ion a any ime om any pa o he wo ld as his sys em is cloud-based.

Page 22 Repo
Mo eo e , i accele a es epo ing as esul s can be sha ed be ween depa men s and
pe o mance is upda ed in eal ime. This makes p ocesses mo e agile as i is easie o
iden i y new oppo uni ies and ha e a quick esponse o hem.
Las ly, he e is a lowe isk in communica ion and ope a ional p ocedu es as i is
ensu ed o compliance wi h egula o y equi emen s and p edic and p e en isks. [7]
Figu e 4. Bene i s o ERP [7]
3.2.1. Bene i s o di e en business
The main eason why business ely on ERP o access eal- ime in o ma ion is because
hey need e ec i e business p ocesses o compe e and h i e. Fu he mo e, i helps
companies o sol e a c i ical u ili y issue: o ecas ing o spa e pa s, as no ha ing he
needed pa s can cause a signi ican cus ome s p oblem. A e sely, oo many spa e pa s
mean ou -o -da e s ock and excessi e cos s.
A sha ed aim among wholesale s is he on- ime deli e y. The e o e, dis ibu ion cos s
ha e o be educed, in en o y u ns mus be inc eased, and o de - o-cash ime has o be
sho ened. To achie e hese goals, in eg a ion o in en o y managemen , pu chasing and
logis ic unc ionali ies a e needed.
ERPs a e also implemen ed in supply chain sys ems o mee quali y goals o con inuous
p ocess manu ac u e s. A he same ime, s ock mo emen s can be moni o ed enabling
companies o gain end- o-end con ol o hei in en o y.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 23
Se ice companies equi e powe ul eal- ime echnology o balance se ice deli e y wi h
inancial heal h. I is indispensable o hese kinds o companies while managing p ojec
p o i abili y, o s ay in schedule. In addi ion, e enue ecogni ion, acking e enue
objec i es and g ow h oppo uni ies a e key o a well business pe o mance. Las bu
no leas , e ail has expe ienced a no able ans o ma ion wi h he me ge o e-comme ce
wi h o he sales channels.
ERPs gi e he abili y o p o ide sel -se ice op ions which a e dependen on in eg a ed
da a such as iden i ying, pu chasing, and shipping p oduc s. These helps o boos
a e age o de alue as well as inc ease cus ome li e ime alue. [7]
3.2.2. Types o ERP deploymen
The e a e a ious deploymen s o ERPs. Wi h cloud ERP, he so wa e is hos ed in he
cloud and deli e ed o e he In e ne . I includes lowe up on cos s, g ea e scalabili y,
and easie in eg a ion. On he o he hand, he adi ional deploymen model is known as
on-p emise ERP. The so wa e is ins alled in he da a cen e and i s main enance is
esponsibili y o he companies’ s a . Finally, a hyb id solu ion is a mix be ween he abo e
ones. Some applica ions and da a a e loca ed in he cloud while some o he s a e on
p emise. [7]
Figu e 5. Types o deploymen o an ERP [7]
3.2.3. His o y
I was a ound he 1960’s when compu e ized business applica ions in he inance wo ld
we e bo n. The implemen a ion o hese pionee applica ions subs i u ed manual
p ocesses bu had limi ed unc ionali ies and we e way oo expensi e o be accessible.
Be o e long, dedica ed solu ions such as MRP - ma e ial equi emen planning – we e
de eloped.
In he mid 1980’s, new ools in he manu ac u ing sec o we e needed as he compe i ion
in his sec o was apidly inc easing. Thus, a new in eg a ed so wa e solu ion, MRP II,
was de eloped o inco po a e accoun ing and inance, sales, pu chasing, in en o y, and
manu ac u ing planning in he same so wa e solu ion.
Page 24 Repo
I was a ound he end o he 1990’s when ERP was i s ly in oduced in he ma ke . The
combina ion o MRP II, human esou ces, end-use epo ing, and p ojec accoun ing
ans o med he echnology sec o .
Wi h he as e In e ne speed and he de elopmen o new ools in he sho span o he
21s cen u y, he ERP was e olu ionized again. The each and unc ionali y od ERP
solu ions was expanded wi h cloud-based so wa e, which we e possible hanks o
b owse -based solu ions.
Nowadays, in he e a o digi al ans o ma ion, ERP sys ems a e aking ad an age o
in elligen solu ions such as AI. This enables business o wo k wi h mo e e icien
p ocesses and o emain compe i i e in a ime o unp eceden ed change. [7]
Figu e 6. ERP's his o y [7]
3.3. Abou SAP
SAP, which s ands o Sys ems Applica ions and P oduc s, i is he wo ld’s leading ERP
p oduce . The company de elops so wa e solu ions o manage business ope a ions and
cus ome ela ions. The Ge man company was bo n in 1972 as a p i a e pa ne ship
ini ially called Sys em Analysis P og am De elopmen (“Sys emanalyse und
P og ammen wicklung”). I i s was a small, i e-pe son endea ou and has g own in o
a wo ldwide mul ina ional wi h mo e han 105,000 employees.
Figu e 7. SAP logo [8]
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 25
SAP es ablished he global s anda d o en e p ise esou ce planning (ERP) so wa e
wi h he in oduc ion o SAP R/2 and SAP R/3, which we e i s o iginal so wa e.
Nowadays, he new so wa e SAP S/4HANA has he pu pose o p ocess la ge amoun s
o da a as well as o gi e suppo o mo e ad anced echnologies such as AI and machine
lea ning.
SAP is he so wa e implemen ed in EY o hei cus ome s as i o e s a powe ul
da abase o p ocess la ge packages o in o ma ion and has been gi ing g ea esul s in
he nume ous p ojec s de eloped in EY. [8]
3.3.1. SAP u ili y
The aim o his so wa e is o imp o e and ease he managemen p ocesses in all
company sphe es such as inance o p oduc ion, among o he s. The main idea is o be
able o ha e an adminis a ion sys em wi h he capaci y o ga he he in o ma ion o all
he depa men s in o one place. The e o e, his new app oach es uc u ed adi ional
business models which o en decen alize da a managemen s o ing each business
unc ion in sepa a e da abase. This makes di icul o employees o access da a om
o he depa men s and mo eo e , duplica ion o in o ma ion ac oss depa men s also
inc eases IT s o age cos and isk o da a e o s.
The company de elops so wa e solu ions which can be adap ed o any kind o business,
o m small business o la ge co po a ions, including midsize companies. E e y business
p ocess can be mapped and designed hanks o s anda d applica ions, indus y
solu ions, and echnologies. SAP solu ions can c ea e o ecas s, o example when he
machine needs eplacemen o how e enue will de elop in he ollowing yea .
In addi ion, SAP enables companies o ha e a g ea e unde s anding and espond o
hei cus ome s as i elays on emo ional ac o s such as pu chase expe ience and
cus ome s eedback o seamlessly link ope a ional da a on business p ocesses. [8]
Page 32 Repo
Las ly, wi h he ising awa eness and demand o sus ainabili y, hospi ali y businesses
a e inco po a ing eco- iendly and wellness- ocused upselling op ions. This may include
o e ing o ganic o locally sou ced menu i ems, g een oom upg ades, o wellness
packages wi h spa ea men s and i ness ac i i ies.
These ends and inno a ions e lec he e ol ing landscape o upselling in he hospi ali y
indus y, d i en by echnological ad ancemen s, changing consume p e e ences, and a
ocus on deli e ing pe sonalized and memo able gues expe iences.
3.6.2. O line upselling VS. Online upselling
T adi ionally, upselling was done du ing check-in in he on desk meaning i was an
o line p ocess ca ied ou by ho el employees. In he ecen yea s, he cons an
de elopmen o echnology and inno a ion has led o he implemen a ion o digi al ools,
such as so wa e, o business managemen . Consequen ly, hese new imp o emen s
ha e also been in oduced o he hospi ali y indus y, which is cha ac e ized by highly
au oma ed da a managemen and decision-making sys ems.
Upselling ools ha e also been edesigned acco dingly and he e o e online and o line
channels a e in eg a ed and ha e o coexis c ea ing igh dependen ela ionships
be ween one ano he . This connec ion can be complimen a y, bu online upselling can
also ha e a nega i e in luence on he o line echniques. In addi ion, i is possible ha
bo h me hodologies can be in eg a ed, and cus ome s can choose he mos bene icial
acco ding o hei si ua ion.
A he momen , online and o line channels a e implemen ed a he same ime by he
majo i y o in e na ional ho el chains and he app oach aken in he simul aneous
implemen a ion o bo h me hodologies is he co ec one o c ea e an adequa e
ela ionship be ween hem.
A ecen s udy was ca ied ou by Basak Denizci Guille o he In e na ional Jou nal o
Hospi ali y Managemen wi h a mixed app oach he ma e o unde s and he in luence
be ween online and o line upselling when hey a e used simul aneously as pa o
e enue managemen s a egy. A quan i a i e and a quali a i e s udy we e pe o med o
collec da a and d aw conclusions as pa . The pe spec i e o he cus ome and he
se ice p o ide we e conside ed o gain unde s anding and knowledge in he ma e by
in e iewing 14 pa icipan s who wo k in he hospi ali y sec o . Thus, an o e iew o he
si ua ion could be de ined when online and o line upselling a e implemen ed a he same
ime.

Design and c ea ion o an Upselling Dashboa d wi h SAP Page 33
The e a e some subs an ial ac o s ha in luence he upsell ha we e collec ed om he
conduc ed s udy. On he i s hand, wi hin he in luence o cus ome s he e is no a well-
es ablished sys em o collec da a om he gues s in o de o send o e s o u u e
ese a ions. The e o e, he use o he online ield o upselling is no p ope ly op imized.
Mo eo e , he e a e some a iables ha should be conside ed by ho els, especially in
he online upselling decisions, such as he leng h o he s ay, whe he i i ’s a i s - ime
clien o no , he sou ce o booking, and he po en ial upsold e enue. Fo example, i s -
ime cus ome s ha e an easie app oach as a epea ed cus ome a e amilia ized wi h
he ho el acili ies and would al eady book all he desi ed ameni ies o hei s ay.
On he o he hand, ha ing he igh echnology o communica ion be ween in-house
eams a e ho el- ela ed ac o s ha ha e a huge impac on he way upselling s a egies
ha e o be ca ied ou . The pe o mance o he on -o ice agen is indispensable,
ne e heless some o hem do no ha e he skillse and echnology knowhow o combine
cus ome ela ed da a om all ouchpoin s.
Fu he mo e, by analysing gues and hospi ali y p o essionals’ beha iou owa ds each
channel i can be said ha while online upselling is mo e e ec i e o hose gues s who
a e mo e ech sa y, i is no limi ed as he o line channel o one-day upselling based
on he le o e in en o y. Whe eas his le o e can be mo e s a egically sold h ough
online upselling a ew days be o e a i al.
Fo he pu pose o knowing which channel gene a es mo e e enue in upselling, da a
om a ious ho els was collec ed o e h ee yea s. Al hough o e all online upselling
e enue is highe ha on -desk upselling e enue, i can’ be s a ed ha online upselling
has a nega i e in luence on he o line channel. In ac , i is ema kable ha when hey
we e implemen ed a he same ime, hey b ough he highes upselling e enues o he
ho el compa ed o p e ious yea s. This is an indica o ha he e a e e enue
oppo uni ies using bo h echniques and ha he online channel did no eplace he on -
desk upselling, a leas o he being ime.
Figu e 11. Analysis o ho el's e enue gene a ed by upselling channels [4]
Page 34 Repo
One plausible explana ion is ha he e a e clien s wi h di e en p e e ences, he e o e a
g ea pe o mance is jus possible i da a is collec ed om all sou ces and h ough i s
analysis pe sonalized o e s can be p o ided, ei he h ough email o in pe son a he
on -desk and he implemen ed upselling s a egy can be p og essi ely imp o ed.
By knowing he eason o he s ay he e should be a se o op ions a ailable, o example,
i he gues s a e coming on hei Honeymoon an upg ade o a sui could be o e ed o i
he eason is a business ip he op ion o an ea ly check-in could be p esen ed o he
clien .
To summa ise, he conclusions ex ac ed om he s udy pe o med o he In e na ional
Jou ney o Hospi ali y Managemen included:
• The impo ance o he ese a ions cha ac e is ics when p oposing upselling
op ions o he clien s.
• The need o op imise he online channel o collec da a om he clien so
ela ionships can be s eng hened, and loyal y p o iles can be c ea ed o enhance
he s ay o he gues s.
• The equi ed alignmen be ween di e en in-house ho el depa men s o imp o e
pe o mance in upselling.
• The impo ance o ain on o ice pe sonnel so hey acqui e skills and p o ide
hem wi h he igh echnology so online and o line upselling a e p ope ly done
and can coexis .
As i was poin ed ou , when implemen ing bo h o hem simul aneously e enue is a i ’s
op and as clien s and employees ha e di e en p e e ences on which one o he
channels is be e , one can’ be eplaced by he o he . Ne e heless, hey a e s ill no
aligned p ope ly and he e is a lo o imp o emen o be done, ha ’s why his hesis
ocuses in making a change on upselling echniques, so hey ha e a bigge posi i e
impac on inc easing he gene a ed e enue in he Hospi ali y Indus y. [4]
3.6.3. S a egies
As i has been said, upselling in he hospi ali y sec o nowadays p esen online and on -
desk upselling as sepa a ed s a egies which a e no aligned wi h one ano he . Fo
example, he upselling oom a e a he on desk migh be di e en han he amoun
o e ed in he online upselling a e, which is likely o in luence he gues pe cep ions
nega i ely. Ne e heless, indings om he s udy indica e ha a complimen a y
ela ionship exis s be ween each o he a he han subs i u ion. Howe e , hey a e no
s eamlined and aligned.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 35
The e o e, i is impo an o implemen a ai upselling mechanism which can be achie ed
by de eloping a c oss-channel o an omni-channel. This app oach enables an in eg a ed,
seamless expe ience ac oss mul iple de ices and ouchpoin s, mo eo e , clien s
expe ience a b and a he han a channel wi hin a b and. This me hod ocuses on a
single iew o he cus ome in o dina ed and s a egic ways.
In he ho el indus y, he cu en upselling channels include in oducing o e s igh a e
he booking, on he phone o h ough email a ew days be o e he ese a ion da e, o in
he on -desk du ing check-in. These channels a e a ailable o he cus ome s bu a e
no in eg a ed in he business model. Fo ha eason, he applica ion o an omni-channel
app oach is bene icial as i c ea es a single- iew o he cus ome and h ough he
collec ion o da a, he inal decisions can be easily d i en o ul il u he e enue
managemen objec i es. Fo example, i a cus ome does no like o ecei e email
communica ions, he ho el would no a emp o con ac him h ough his channel and
would only app oach he ma e in he on -desk.
Mo eo e , he collec ion o da a allows o ack cus ome s’ beha iou which gi es he
oppo uni y o sugges pe sonalized aluable o e s and upsell incen i es. This da a can
be le e aged o o m he basis o many e enues managemen - ela ed decisions
besides upselling.
These wo men ioned solu ions o he s a ed issue in he implemen a ion o upselling
echniques nowadays gi e a new app oach o he ield. They we e igh ly conside ed in
he de elopmen o he Upselling p ojec ca ied ou in EY o an ho el chain which
equi ed hei se ices. When de ining he p ojec , a long- e m goal ha he clien wan ed
o achie e is o c ea e an omni-channel app oach ac oss hei di e en depa men s o
gi e a single iew o he clien s. Mo eo e , da a collec ion o analyse hei clien s and
employees’ pe o mance is also a equi emen o he p ojec as i gi es an o e iew o
he e ec i eness o he implemen ed solu ion.
Page 36 Repo
4. Me hodology and esul s
This chap e will include he de ailed explana ion o all he p ocedu es ha ha e been
implemen ed on he ealiza ion o his p ojec ela ed o de elop new Upselling ools in SAP
and Fio i as well as he inal esul o he Upselling Dashboa d. Speci ically, i will ocus on
he c ea ion o a Dashboa d o epo he p og ess o he employees in his ield. This p ojec
was de eloped du ing my in e nship in EY in he Hospi ali y depa men , he e o e i has
been ma e ialized and implemen ed by he ho el chain ha eques i .
4.1. P oblem Scena io
Fi s o all, an analysis on he ma e o he p oblem has o be p ope ly de eloped o know
he size o he p ojec scope o a u he de ini ion o he esou ces and eam ha will be
needed o execu e and de elop he p ojec equi ed by he clien .
The clien in his p ojec is an in e na ional ho el i m who aimed o inc ease e enue by
implemen ing new upselling ools wi hin SAP. They eques ed se e al imp o emen s, some
o hem had o be made om sc a ch and some o he s in ol ed he ede ini ion o exis ing
solu ions in o de o imp o e i s unc ionali y. Consequen ly, he whole p ojec was named
as Upselling P ojec and di ided in o di e en subp ojec s ha we e ca ied ou by di e en
eams as he e was so much wo k o be done and a deadline o mee .
As i has been poin ed ou in he heo e ical sec ion o his heses, he e a e se e al
imp o emen s ha ha e o be done in he implemen a ion o Upselling echniques o
imp o e he pe o mance o he ela ed ope a ions. On he i s hand, o de elop an omni-
channel app oach o ha e a single iew o he clien so hey expe ience a b and a he han
a channel wi hin a b and. Mo eo e , i is c ucial o ga he in o ma ion abou clien s o gi e
hem pe sonalised upselling o e s and o c ea e a igh ela ionship wi h hem and enhance
hei expe ience, so hey ha e us in he company.
The e we e h ee subp ojec s o wo k on. The i s one was he edesign o he Upselling
sc een o he on o ice check-in app in Fio i. The in en ion ou o his was o imp o e he
use expe ience when using Fio i and p o ide employees wi h upda ed ools o ha e a
be e pe o mance in upselling. The e o e, online and o line channels a e inc easingly
being mo e aligned.
Secondly, a new sc een had o be de eloped in he Kiosk o add a new s ep in he au o
check-in p ocess so he gues can enhance his s ay wi h he addi ion o s ay op ions o his
ese a ion. This second sub-p ojec aimed o imp o e he gues ’s expe ience and
in oduce upselling o e s in he au o-check-in p ocedu e o inc ease e enue and no lose
upselling oppo uni ies i he clien decided o au o egis e o he ho el.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 37
A he same ime, da a abou cus ome ’s beha iou can be collec ed h ough hese knew
implemen a ions and a be e esponse can be gi en o hem o u u e ese a ions as
e e y hing is s o ed in SAP ansac ions and ables.
Las ly, he subp ojec ha was assigned o me in ol ed o keep ack o he employees’
pe o mance in upselling wi h he design o a Dashboa d, which is an in e ac i e sc een
whe e p og essions a e ep esen ed. I is a ool ha enables o manage in o ma ion by
analysing and showing i h ough KPI, known as Key Pe o mance Indica o s. They a e a
isually appealing way o p esen all he equi ed in o ma ion o show he employees
pe o mance in he upselling ield and o know i he se a ge s ha e been ul illed.
As i has been p e iously men ioned, collec ion o da a in o he o analyse i in e nally is
c ucial o a g ea pe o mance in any kind o business. The e o e, o know i upselling
echniques a e p ope ly implemen ed in he di e en ho els a dashboa d was equi ed o
EY’s clien so hey had he oppo uni y o ga he all he in o ma ion hey needed o ex ac
conclusions ou o i and keep imp o ing he di e en de iciencies ha hey migh ind.
Al hough his was he undamen al aim hey wan ed o achie e, his new solu ion had o
bea in mind di e en de ails o be success ul ega ding use expe ience and cus ome
sa is ac ion. Di e en scena ios had o be analysed o gi e an op imum and obus esponse
o hem and c ea e a Dashboa d ha could ep esen and con en all he in o ma ion he
clien equi ed. As many esou ces we e needed o de elop a p ope solu ion, EY se ices
we e hi ed o execu e his p ojec di ided in o h ee di e en pa s as men ioned.
4.2. Ini ia ion
The ini ia ing p ocess is he de ini ion and o mal app o al o he p ojec ha can be di ided
in o di e en sec ions and each phase can be managed indi idually by di e en eams,
which is he case o he Upselling P ojec .
4.2.1. Fi s s eps: kick-o mee ing, SOW and scope
The i s s ep was o hold a kick-o mee ing be ween he cus ome , who is he ho el chain,
and he eam which was going o de elop he p ojec , EY in his case. This mee ing aimed
o in oduce he equi emen s and desc ibe he p oduc ha had o be deli e ed by he
p ojec o all he s akeholde s, which was an Upselling Dashboa d. As soon as EY ag eed,
he ho el chain had o o mally elabo a e a P ojec S a emen o Wo k (SOW), which is a
na a i e desc ip ion o he equisi es o he p ojec which includes business’s needs, he
desc ip ion o he p oduc speci ica ions and he s a egic plan.

Page 38 Repo
Once he Upselling p ojec was di ided in o he h ee men ioned subp ojec s, an exhaus i e
analysis o he Dashboa d equi emen s had o be done in o de o se he limi a ions and
he a ge s. The scope is he de ini ion o he pu pose and limi s o a p ojec , i no only
iden i ies wha will be included, bu also wha won’ be done du ing he p ojec . The e o e,
his s ep in ol ed se e al mee ings wi h he clien o unde s and u he needs and eques s
ha had o be included in his new solu ion as well as a e ision o e e y hing ha hey
included in he SOW. A e e e y hing was p ope ly discussed, all he equi emen s we e
included in a p oposal documen which was he P ojec Scope. This documen had o be
signed by bo h pa ies in o de o ini ialise he p ojec .
4.2.2. Gene al conside a ions o he Upselling Dashboa d
The scope included all he ollowing equi emen s ha a e collec ed and summa ised in he
upcoming pa ag aphs. Fi s o all, he aim o he Upselling Dashboa d is o p o ide on
o ice agen s wi h an Upsell oo ha helps hem o iden i y oppo uni ies, manage daily
upsells, cu en s sales, a ge s, o commissions ea ned, among o he s. I p e ends o endow
he company wi h a ool ha enables hem o analyse he pe o mance in he upselling ield
o see i he e enue gene a ed ou o his ac i i y achie es he se a ge o on he o he
hand, some hing has o be modi ied and imp o ed o mee he objec i es.
Secondly, i has o be poin ed ou ha he Dashboa d p ojec is di ided in o wo main pa s:
he design o a new Dashboa d app in Fio i ha has a di e en display depending on he
ole o he use and he c ea ion o a new ansac ion in SAP o access a con igu a ion able
whe e he Dashboa d se up is made. E e y hing ha had o be included bo h in he SAP
con igu a ion able and in he Fio i app had o be de ined as a s a ing poin . The e o e i
includes de elopmen in he Back-End and F on -End.
On he i s hand, he ini ial gene al conside a ions ela ed o he con igu a ion able included
he abili y o access he able pe ho el and he display o a his o y modi ica ions epo o
keep ack o whom made changes. In e ms o he a ge se up, i had o be possible o
es ablish hem by day, mon h, o yea .
Fu he mo e, o clus e p ope ies addi ional unc ionali ies had o be added. Clus e ho els
a e a con igu able g oup o ho els ha can be associa ed wi h any p ope y use s who need
access o i . The eques s we e ha he in o ma ion o all he ho els belonging o a clus e
g oup had o be me ged in o he same sc een o he manage . To do so, ho els will ha e
o be iden i ied as clus e s and a new able will ha e o be c ea ed as he e is no an al eady
exis ing one in SAP.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 39
On he o he hand, he gene al ma e s ha had o be conside ed o he Dashboa d in Fio i
we e he c ea ion o a new app wi h he abili y o access a di e en display depending on
he use ole. The e o e, wo di e en sc eens had o be designed, one o agen s and
ano he one o manage s. Ca ying on wi h use oles, i a use had access o mo e han
one ho el, hey would ha e o be able o change be ween hem om he app wi hou going
o he Launchpad and hey would ha e he abili y o display he in o ma ion o he KPIs
daily, mon hly, o yea ly. Howe e , i had o be conside ed ha some a ge s won’ be
consis en in a daily iew and a solu ion had o be ound o sol e he p oblem.
4.2.2.1. De ini ion o he equi emen s o he KPI o he di e en sec ions
One o he key poin s o a dashboa d is o show in o ma ion in a isual and in e ac i e way
h oughou KPI. As men ioned be o e, a KPI is a Key Pe o mance Indica o which p esen s
a quan i iable measu e o pe o mance o e ime o a speci ic a ge . The clien ga e
gene ic equi emen s o he in o ma ion ha had o be shown and he design and he choice
o he ype o which KPIs had o be used was comple ely on ou hands and had o be
subsequen ly app o ed by he clien .
On he one hand, he main dashboa d sc een had o be di ided in o wo sec ions: he uppe
sec ion had o include oppo uni y KPIs and he same display o bo h manage s and agen s
and he lowe sec ion had o be di e en depending on he use ’s c eden ials. Fo he
agen s, i had o show in o ma ion ega ding his pe sonal p og ess, whils o he manage s
he display had o include an o e iew o he p og ess o he whole eam.
The speci ica ions abou he KPIs o each sec ion we e he ollowing in he oppo uni y
KPIs sec ion he use had o be able o isually classi y he main cha ac e is ics o he
ese a ions a i ing he selec ed day. The bookings had o be classi ied by meal plan o
know i a b eak as upsell could be done, by oom ype o iden i y po en ial oom upg ades
and by loyal y p o iles o en ol clien s wi h no membe ship. The de ailed in o ma ion o each
ese a ion including he ese a ion numbe , name and a i al and depa u e da es had o
be consul able. Las ly, in o ma ion abou oom occupancy had o be accessible by he use
o know he cu en in en o y si ua ion and i he e was o e booking o a ce ain oom ype.
Fo he agen s’ display, he use had o be able o ollow his pe sonal p og ess and know
he e olu ion o his pe o mance compa ed o his pee s and aking in o accoun he
es ablished a ge s. The e o e, he KPIs had o show he upsells done by he use compa ed
o he indi idual a ge se , he commissions ea ned due o his pe o mance in upselling,
he eam membe pe o mance as a leade boa d wi h he quan i y o upsells done and
e enue gene a ed by each employee, and a con e sion a e ha es ablished a ela ion
be ween he numbe o check-ins and he numbe o upsells done by he agen .
Page 40 Repo
Las ly, o he manage o keep ack o he whole eam’s pe o mance, he KPIs had o
display he upsells done by each eam membe compa ed o he se a ge as a leade boa d
he commissions ea ned pe eam membe compa ed wi h he e enue ha each one o
hem had gene a ed, he numbe o membe en olmen s each employee has been able o
make, a con e sion a e as in he agen ’s display bu o he whole eam, and one o show
bes and wo s selling deals o know which s ay op ions a e he mos success ul.
4.2.3. Budge
To calcula e he es ima ion cos o he p ojec , EY has s ablished pa ame e s o gi e he
clien an ini ial budge . The cos o he se ices a e 1035€ pe day o wo k and he
de elopmen o he Upselling Dashboa d equi es 32 days o wo k which sums up o
33.120€ o he whole p ojec . This p ice includes sys em con i ma ion, build and es ing o
he solu ion, demo, UAT, and deploymen .
Fo he es ima ion o he o al p ice he ac i i ies we e de ined and u he he days o wo k
ha ha e o be dedica ed o each we e decided by he people who we e in ol ed in he
p ojec . No mally he budge is made ou o he egula ac i i ies ha a e pe o med o
de elop p ojec s in Hospi ali y in EY which equi e he ede ini ion o an exis ing unc ionali y
o app o he c ea ion o a new one.
Ac i i y
Days o wo k
To al
Design
9
9.315
De elopmen (S4D/FID)
10
10.350
Ini ial es S4D/FID
2,5
2.587,5
Fix e o s
0,5
517,5
Tes 2 in S4D/FID
0,5
517,5
Tes in S4Q/FIQ
4,5
4.657,5
SIT
1
1.035
Demo
1
1.035
UAT
1
1.035
Tes in SHS/FIS
1
1.035
Deploymen in S4P/FIP
1
1.035
Table 1. Es ima ion budge 's b eakdown
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 41
4.3. Planning
In his s age o he p ojec , ac i i ies ha e o be de ined in o de o achie e he ixed
objec i es. I is equi ed o ime ac i i ies, de ine he numbe o esou ces needed, conside
isks, and bea in mind he quali y o he inal esul .
Fi s ly, a p ojec plan has o be de eloped which is he e e ence poin o he en i e p ojec .
Once app o ed, he o e all esul o he p ojec planning becomes he i s o icial e sion
o i and i is known as baseline. The baseline is ozen and becomes he e e ence o he
con ol phase o he p ojec and i ’s essen ial o measu ing he pe o mance o he p ojec
du ing ad ances and in he es ima es.
G aphic 1. P ojec plan de elopmen
4.3.1. Wo k B eakdown S uc u e
Be o e ixing he deadline o he deli e ables, all he ac i i ies ha had o be pe o med we e
p ope ly b oken-down in o wo k packages. A Wo k B eakdown S uc u e illus a es he wo k
ha has o be done by b eaking I down in o i s elemen a y wo k uni s called Wo k Packages
(WP), ha ha e o be assigned o a eam membe who has o ul il i . I helps o c ea e he
main e e ence poin o communica ion, p og ess con ol, and epo ing. Addi ionally, as i
decomposes wo k in o elemen a y uni s, i allows o ea hem as small, modula , easy- o-
handle elemen s which smoo hs i s ea men .
Page 48 Repo
Figu e 12. Di e ences be ween Agile and Wa e all me hodologies [13]
The main di e ence lies in he app oach o change and unce ain y. While he Wa e all
me hodology is be e o p ojec s wi h s able and o eseeable equisi es, he Agile app oach
s ands ou in dynamic en i onmen s whe e equi emen s can e ol e o no be comple ely
de ined a he beginning o he p ojec . The e o e, his second me hodology allows
con inuous imp o emen s while he clien s’ eedback is ob ained in each deli e able. Fo
hese easons exposed, he Wa e all me hodology was implemen ed in he Upselling
Dashboa d p ojec as he equi emen s we e es ablished be o e s a ing he p ojec and he
objec i es we e clea om he s a . [13]
4.4.2. Tools and esou ces
Mo eo e , i is also impo an o choose he a ailable ools ha will be used in he p ojec
aking in o conside a ion he ac i i ies ha ha e o be ul illed and ha we e p ope ly de ined
p e iously.
Figu e 13. Implemen ed ools in he de elopmen o he p ojec

Design and c ea ion o an Upselling Dashboa d wi h SAP Page 49
4.4.2.1. Teams and Ou look
Fi s o all, communica ion be ween s akeholde s is c ucial du ing all phases o he p ojec .
To es ablish a luid and accessible channel Teams has been used du ing he whole
p ocess. Teams is a messaging app wi h many unc ionali ies ha enable use s o ha e a
collabo a i e wo kspace o hold mee ings, ha e sha ed iles and apps, and wha is key: a
common da abase accessible om di e en de ices. As he Upselling P ojec has an
in e na ional p ojec ion and ou clien is a well-known ho el chain which ope a es wo ldwide,
Teams was indispensable o keep in ouch wi h e e ybody om he ho el chain in ol ed in
he p ojec , as hey all we e based in di e en coun ies ac oss he wo ld. This ool was
used o plan mee ings, hold ideocon e ences and message di ec ly wi h he clien .
Mo eo e , his app is di ec ly connec ed wi h he email, Ou look, which makes easie he
communica ion as all he in o ma ion is a ailable in bo h pla o ms. A ema kable sha ed
ea u e be ween Teams and Ou look is he calenda , whe e use s can schedule mee ing
and consul pas da es o see when an ac i i y was pe o med. I is a g ea way o keep
ack o ime and o ganise ac i i ies o mee he deadline. [14]
4.4.2.2. Figma
To design he p o o ype o he dashboa d and gi e isual con en o he clien be o e s a ing
he buil o he new solu ion, Figma was he chosen op ion. I is an in e ace design ool
used o c ea e designs o websi es, mobile apps, and o he digi al p oduc s. I can en i ely
un om a web b owse so i has obus eal- ime collabo a ion ea u es ha make i easy
o sha e. When de eloping a new p og am om sc a ch i is impo an ha he clien
in e ac s wi h i be o e b inging i o li e, so any hing ha does no align wi h wha hey had
in mind can be mended p e ious o he de eloping phase and no ime is was ed in
some hing ha was p e iously p og ammed. The design o he dashboa d c ea ed aimed
o ec ea e he use s’ expe ience so he clien could pic u e i s unc ioning be o e
implemen ing i . [15]
4.4.2.3. Click-Up
Ano he channel o communica e in e nally is Click Up, a ask managemen ool whe e
asks can be c ea ed and assigned o eam membe s and p og ess can be acked
acco dingly. The e a e a ious ea u es o ge wo k done mo e e icien ly, as due da es,
sub asks, he abili y o add commen s o add abs o ac i i ies o see in which s a e hey
a e. EY Hospi ali y uses his app mainly du ing he buil and he es phases and ha e
di e en sec ions inside Click Up o di ide all he p ojec s ha a e being o we e ca ied ou
in house, enabling e e yone who has access o he app o consul he s a e o a p ojec o
dig in o pas ac i i ies o see how hey we e de eloped and he issues ha came up du ing
i s accomplishmen . [16]
Page 50 Repo
This app was mainly used o ha e a sha ed wo kspace be ween he unc ional eam and
he p og amme s du ing he buil and es ing o he new Upselling Dashboa d app. All he
incidences ha came up, de ails ha we en’ aligned wi h he na u e o he p o o ype o
unc ional p oblems we e epo ed in he co esponding ile, so he echnical eam was able
o ix e e y hing ha came up.
4.4.2.4. Ji a
Ano he use ul ool used o manage es ing and moni o ing phases o he p ojec is Ji a,
which is a p ojec managemen designed o eams in ol ed in so wa e de elopmen and
IT ha allows bug and issue acking. In EY hey used o ensu e ha he de elop solu ions
a e consis en and o do so hey upload he es s ha he new applica ion has o pass so
di e en membe s o he eam can pe o m all he es cases o gi e a obus alida ion o
he de eloped solu ion. [17]
4.4.2.5. O ice
Las bu no leas , applica ion om he O ice package we e also used in he
accomplishmen o he p ojec o w i e down documen s in Wo d o o malise he p ojec ,
de elop ables in Excel o se es cases o check ha p og ams wo ked as planned, make
p esen a ions in Powe Poin o p esen he ini ial ideas and equi emen s as a mock-up
documen and One No e o make no es and commen s du ing he mee ings and h oughou
he whole p ocess.
4.4.3. Implemen a ion and e olu ion
A e all he esou ces ha we e going o be implemen ed in he ealisa ion we e de ined,
a ge s we e se , and he app oach was selec ed i was ime o s a wi h he implemen a ion
o all o i . This p ojec was de eloped wi h he Wa e all me hodology o c ea e an Upselling
Dashboa d o ou clien o manage in o ma ion by analysing and displaying KPIs
dynamically o ack he s a e and p og ess o he employees’ pe o mance in he upselling
ield. Inside he p ojec equi emen s i was eques ed o de elop a new app in Fio i and he
de elopmen o a new ansac ion as a con igu a ion able in SAP.
The p ojec was de eloped g adually, he i s s ep o ollow as men ioned abo e was o
unde s and he clien ’s equi emen s and ga he all he in o ma ion needed o de elop he
dashboa d. The e o e, h oughou he ini ia ion phase o he p ojec i was eques ed o ha e
luen communica ion wi h he clien h ough Teams and ia mail, wi h Ou look. Once hey
in oduced hei ini ial idea, he scope could be de ined, he eam was o ganised and he
plani ica ion o all he wo k ha had o be done was de ined.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 51
Once he limi a ions o he p ojec we e de e mined and bo h pa ies ag eed on wha was
going o be deli e ed a he end o he p ojec , he execu ion s age s a ed wi h he design
o he display ha he Dashboa d was going o ha e in Fio i. Figma was he ool
implemen ed o ul il his ac i i y. By conside ing he in o ma ion ha had o be shown in he
dashboa d which was eques ed by he clien , sui able KPIs had o be selec ed o display
he in o ma ion. In o de o do so, g aphical limi a ions o Fio i had o be conside ed and a
he same ime he amoun o wo k ha i will ake o he de elope s o se i up p ope ly
we e aken in o accoun . Time is a limi ed esou ce in a p ojec which has o be ea ed wi h
special ca e o mee he deadline so i is a key ac o o conside in decision making.
Simul aneously, he logic behind he dashboa d had o be se as well. All he in o ma ion
needed had o be ob ained om exis ing ansac ions and ables ha al eady exis ed in
SAP. Fo example, o he oppo uni y KPIs he in o ma ion ela ed wi h he a i ing
ese a ions o he selec ed da e was ex ac ed om he able /CCSHT/RS_LINFOL which
displays all he ese a ions made pe ho el wi h i s cha ac e is ics. In his pa icula
ese a ion i can be seen ha he meal plan selec ed is RO which means ha he
ese a ion will appea in he daily po en ial b eak as upsells ile.
Figu e 14. Table in SAP wi h he speci ica ions o each ese a ion
Addi ionally, he con igu a ion able had o be c ea ed as a new ansac ion so a ge s o
he Upselling Dashboa d could be es ablished. All he pa ame e s ha had o be included
on i we e de ined by bo h he unc ional and echnical eam and he ansac ion
ZEY_DH_UPS was c ea ed om sc a ch by he de elope s.
The ollowing s ep was he d aw up o he FDD, Func ional Design Documen , which is a
documen in so wa e de elopmen ha guides he en i e p ojec by ou lining equi emen s,
speci ica ions, and plans. I p o ides a deep insigh in o he ope a ional unc ionali ies
included in he solu ion and i is used as a bluep in o so wa e de elope s as equi emen s
a e p ope ly ou lined and he business needs can be co ec ly me .
The inal p o o ype design o he Upselling Dashboa d was he one added in he FDD, which
had o be signed by he clien o p o e ha hey ag eed on he inal esul o he p ojec .
Page 52 Repo
4.5. Final design
In he ollowing sec ion he inal design o bo h he con igu a ion able in SAP and he new
app c ea ed in Fio i o he dashboa d a e p esen ed. The g aphical con en included is he
one designed wi h Figma and is he same ha was p esen ed o he clien as a p o o ype.
Simul aneously, he logic is explained alongside he images o de ail he easons why he
inal esul is as i ’s p esen ed.
This sec ion is di ided in o he p esen a ion o he con igu a ion able made in SAP in o de
o se he a ge s ha a e displayed in he new app in Fio i, which cons i u es he second
pa and i is he dashboa d i sel .
4.5.1. SAP con igu a ion able
The con igu a ion o he a ge s is made in he back end. A new ansac ion in SAP has
been c ea ed o hold all he da a ela ed o he upselling dashboa d. The ansac ion
ZEY_DH_UPS leads he use o a con igu a ion able di ided in ou abs o inpu he
in o ma ion ha is displayed in he dashboa d.
Figu e 15. Heade o he con igu a ion able in SAP
As he e a e no es ic ions imposed o he use s ha ha e access o his ansac ion and
all PMS employees ha en e a e also able o modi y all he ields, an addi ional unc ionali y
called Change Documen s has been added o egis e all he changes. One o he p og ams
limi a ions is ha i a PMS employee has access o one ansac ion, he ac ions ha a e
a ailable o ha employee canno be es ic ed. The Annual Ta ge ab in he con igu a ion
able is hough o be managed by he Business and Ope a ions depa men , who a e he
ones in cha ge o es ablish he a ge s. Ne e heless, as desc ibed manage s can also
modi y his ab bu as hey a e echnically no allowed his unc ionali y epo s any incidence
o he cen al o ice in case manage s make a bad use o he ansac ion.
Figu e 16. Change documen s unc ionali y
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 53
The ou abs displayed when en e ing he ansac ion a e s a egically o de ed, as he
Gene al ab is he one which is used he mos . This con igu a ion able was designed wi h
e e y hing ha he manage s and membe s o he Business and Ope a ions eam in he
cen al o ices need o se up a ge s and b eak hem down in o mon hs, dis ibu e hem
among employees o eams, di ide hem in o s ay op ions o g oups o hem, and o se
incen i es o each a ge .
4.5.1.1. Annual Ta ge
This ab is he one ha is used o Business and Ope a ions depa men o he company. A
a ge ID is au oma ically displayed when adding a new line as iden i ica ion o keep ack
o i .
Figu e 17. Ta ge ID au oma ic gene a ion
The s a da e can be selec ed by mon h and yea , and he end da e will always be he las
day o he same yea as he s a da e. The way da es a e selec ed is a equi emen o he
company, as hey wan ed o ha e a ge s ha co esponded o a pe iod o he same yea
o wo k along wi h he inance depa men .
Figu e 18. Da e se ing o annual a ge s
Once he pe iod in which he a ge has o be me is se , he abili y o pick a quan i y o
e enue associa ed wi h he a ge and he cu ency a e enabled. When his p ocess is
comple ed and a ge s a e se , he idea is o he manage s o b eak hem down among
hei employees in he Gene al ab. Manage s a e in cha ge o his ask as hey know how
o handle and command human esou ces o he ho el hey wo k in.

Page 54 Repo
Figu e 19. Addi ion o he quan i y o an annual a ge and i s cu ency
Finally, he way hese a ge s can be modi ied aised as a p e y conce ning issue among
he clien . I a a ge ha has been es ablished has o be adjus ed o new equi emen s once
he b eakdown has been p ope ly made by he manage a misalignmen be ween he
in o ma ion in he Annual Ta ge ab and he Gene al ab occu s. Any kind o modi ica ion
made in he Annual Ta ge ab has a di ec impac on he way his has been dis ibu ed in
he Gene al ab, so he ul ima e solu ion was o e ase he whole line in he Annual Ta ge
ab in o de o modi y i . When his ac ion is done, all o he lines associa ed wi h he
p e iously emo ed a ge a e also dele ed.
4.5.1.2. G oup o Upselling
In his sec ion s ay op ions can be g ouped o hen se a common a ge o all o hem i
hey a e ela ed. Fo example, an Expe ience g oup can be c ea ed o add all s ay op ions
ela ed o his kind o ac i i y such as Gou me Expe ience, Romance Expe ience, o
Relaxa ion Expe ience.
Figu e 20. C ea ion o a g oup o s ay op ions
Fi s o all, o c ea e a g oup o s ay op ions an ID has o be added in he C ea ion sub ab,
wi h i s associa ed desc ip ion as i ’s seen in he image abo e and secondly, once he g oup
is c ea ed, in he Se up ab he use can choose as many s ay op ions as he wished o be
pa o he g oup, as long as hey a e no added wice in he same g oup.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 55
Figu e 21. Fo ma ion o he g oup o s ay op ions
Addi ionally, a es ic ion was added in he a ge b eakdown in ol ing g oups o s ay
op ions o simpli y logic and calcula ions in he back end. I was decided ha i is no possible
o an employee o ha e, a he same ime, a a ge o a g oup o s ay op ions and ano he
one o a s ay op ion which belongs o he g oup which al eady has an assigned a ge .
4.5.1.3. Team
To se a ge s o a eam o employees, hey ha e o be p e iously c ea ed wi h he same
me hodology as he one used in he c ea ion o g oups o upselling. By accessing he
C ea ion sub ab in his sec ion a eam ID can be gene a ed wi h i s desc ip ion.
Figu e 22. C ea ion o a eam o employees
The o ma ion o he eam is done in he Se up ab by adding he PMS employees ha will
be pa o he eam, always keeping in mind ha he same employee can’ be added mo e
han one ime o he same eam.
Figu e 23. Fo ma ion o eams
Page 56 Repo
In e ms o a ge b eakdown when i comes o se ing up a a ge o a eam he e is also an
impo an es ic ion o ease he logic o he con igu a ion able o op imise ime. I is no
possible o an employee o ha e a eam a ge o a pa icula SO and ano he indi idual
a ge o he same s ay op ion.
4.5.1.4. Gene al
This las ab in he con igu a ion able enables PMS employees who ha e access o he
ansac ion, manage s in gene al, o cus omize he o e all a ge s se in he Annual Ta ge
ab by he cen al o ices o he company. The annual a ge p e iously se can be b oken
down in o mon hs o o he whole yea , i can be dis ibu ed indi idually o o eams o
employees, i can also be di ided in o s ay op ions o g oups o hem and inally he e is he
possibili y o se incen i es o each a ge .
Figu e 24. Table display in he Gene al ab
The logic low o s eps o ollow is o s a by selec ing which a ge has o be b oken down.
To do so, a sea ch help is a ailable o use s o display all he a ailable a ge s p e iously
se in he Annual Ta ge ab. Once one o hem is selec ed, he ollowing ou columns a e
au oma ically illed wi h he in o ma ion and he use can see he s a and end da e o he
pe iod in which he a ge has o be ul illed, he amoun o i and he cu ency.
Figu e 25. Ta ge se up in he Gene al ab
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 57
Consecu i ely, ha a ge can be se by a PMS employee o by a eam c ea ed in he Teams
ab, i can also be linked o one s ay op ion o o a g oup o ela ed s ay op ions p e iously
o med. These ou ields also ha e a sea ch help and once he use selec s one o he wo
o hem, he o he ield is blocked.
Figu e 26. B eakdown by employee o eam and by s ay op ion o g oup o upselling
Then he quan i y o e enue o e he o e all amoun can be ipped in o he Ta ge Re enue
ield and he b eakdown can be made by selec ing he desi ed mon hs in he cadence
unc ionali y i he mon hly b eakdown is chosen, o i can be di ided in o wel e i he yea ly
b eakdown in selec ed.
Figu e 27. Yea ly o mon hly b eakdown o he a ge
Two es ic ions we e imposed o ul il he b eakdown co ec ly, on he i s hand, he o al
quan i y o he o e all a ge has o be dis ibu ed in one o in mul iple ows. Meaning ha
he sum o he a ge e enue ield belonging o he same a ge ID ha e o add o he o al
amoun o ha a ge . On he o he hand, jus he a ge s ha a e se s a ing in Janua y a e
able o ha e a yea ly b eakdown. This is o c ea e a consis en and obus p og am which
makes sense in all he a ailable unc ionali ies. O he wise, a message wa ning he use
appea in he sc een and i is no possible o sa e he con igu a ion as some hing is no se
unde he es ablished condi ions.
Page 64 Repo
The aim o hese KPIs is o gi e o he clien a pe sonalised upselling expe ience by o e ing
o hem s ay op ions ha hey hadn’ p e iously added. A he same ime, i p e ends o be
a ool which c ea es he men ioned omnichannel app oach so he clien expe iences a
b and when s aying a a ho el o he hospi ali y company ha equi ed EY’s se ices.
4.5.2.1.3. Gues s a i ing
Figu e 38. Gues s a i ing KPI
The pie cha displays all o he a i als on he selec ed da e ca ego ized by membe ship.
The e a e wo possible ways o open a pop-up wi h de ails o he classi ica ion. Fi s ly, he
in o ma ion can be il e ed by p essing any piece o he cha ha co esponds o a ype o
clien and he pop-up only shows all he ese a ions o he gues s who a e pa o ha
speci ied ca ego y. Secondly, by p essing he Mo e bu on he pop-up is displayed wi h all
he ese a ions. Once he pop-up is b ough up o he sc een a able shows he ese a ion
ID, he main gues , hei membe ship, and he a i al and depa u e da es. A mul i-selec ion
menu placed on he op igh hand-side enables he employee o se il e s as well.
Figu e 39. Pop-up able wi h all he incoming ese a ions il e ed by membe ship
Wi h he in o ma ion shown in his ile, employees a e able o ca ego ise incoming gues s
and also pe sonalise hei s ay as he KPIs p esen ed abo e. The e o e, i has a simila
unc ionali y he o he h ee.

Design and c ea ion o an Upselling Dashboa d wi h SAP Page 65
4.5.2.2. Pe sonal P og ess
Employees who a e con igu ed as agen s ha e his sec ion isible when hey access he
app. They a e able o consul in o ma ion abou hei own pe o mance and see i hey a e
making a headway and i no , how hey can imp o e o mee he se a ge s. E e y hing has
been hough o be as dynamic and isible as possible so employees ha e a quick o e iew
o hei cu en si ua ion in he upselling ield and decide how hey will be de eloping hei
ac i i y o gene a e he es ablished e enue.
Figu e 40. Pe sonal P og ess sec ion
The main a ge s ha he ho el chain wan s o achie e by c ea ing his ool o hei
employees a e, on he one hand, o encou age hem o wo k e icien ly by gi ing hem
incen i es o mo i a e hem. On he o he hand, o c ea e a heal hy compe i i e en i onmen
among he eam o challenge hem o gi e he bes e sion o hemsel es. The e o e, he
KPIs ha we e chosen o be displayed in his sec ion a e he ollowing.
4.5.2.1.4. Gene a ed Re enue VS. Ta ge
The agen s can consul how much e enue hey ha e gene a ed and ha e a b eakdown o
he o al amoun by s ay op ion. As i can be seen in he image below, he i s p og ess ba
shows he o e all e enue gene a ed in he selec ed pe iod, and he ones ollowing a e he
di e en s ay op ions ha he agen has sold o di e en gues s.
A pa icula highligh o his KPI is he use o colo ime y o indica e he s a e o p og ess.
The uppe numbe in bold in he ba shows he pe o mance and he one placed benea h
indica es he se a ge . The colou s chosen o be displayed we e he ones ha a e easily
associa ed wi h p og ess s a us. I a a ge is ul illed, g een is used in he p og ess ba and
i no , he ba is shown in ed. I he agen has gene a ed he same amoun as he
es ablished a ge , hen he ba is displayed in blue. Finally, i he agen does no ha e a
a ge o a s ay op ion bu he gene a ed e enue wi h i , g ey is used.
Page 66 Repo
Figu e 41. Gene a ed Re enue VS. Ta ge KPI
4.5.2.1.5. Leade boa d
This able is used o ha e an o e iew o how he o he employees a e p og essing and i
is hough o mo i a e and encou age employees o be dedica ed and ha e a g ea
pe o mance in he upselling ield by ha ing a isual compa ison wi h hei pals.
The boa d displays a anking wi h all he employees and highligh s he name o he one
who is logged in. The o de is se conside ing he e enue gene a ed by each employee. I
he amoun gene a ed is he same o mo e han one agen , hen he numbe o s ay op ions
sold is he poin o e e ence. I bo h he gene a ed e enue and he numbe o upsells done
a e he same, he o de is be made alphabe ical.
Figu e 42. Leade boa d KPI
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 67
4.5.2.1.6. Incen i e ea ned
In his KPI, a pie cha shows he p opo ion be ween he gene a ed e enue and he
incen i e ha he employee will ecei e o his pe o mance, conside ing he con igu a ion
able in SAP. I is in ended ha he employee eels encou aged o pe o m well in o de o
ge he commissions es ablished o each a ge .
Figu e 43. Incen i e ea ned KPI
4.5.2.1.7. Upsell con e sion and numbe o membe en olmen s
These wo KPIs a e me ely in o ma i e and a e no con igu able in he con igu a ion able
as in o ma ion is ex ac ed om he Ho el Repo a ailable in SAP. The upsell con e sion
shows he pe cen age be ween he numbe o upsells done and he quan i y o check-ins
done by he employee. On he o he hand, he numbe o membe en olmen s ile displays
he quan i y o quick en olmen s made by he employee as i was poin ed ou in he p e ious
chap e ha upselling is abou c ea ing long e m ela ionships wi h clien s.
Figu e 44. Upsell con e sion and numbe o membe en olmen s KPIs
Page 68 Repo
4.5.2.3. Team P og ess
The idea behind his sec ion is ha he manage s a e able o keep ack o he pe o mance
o he ho el’s employees. Wi h he in o ma ion he income ha is gene a ed each pe iod can
be con olled and ways o edi ec he si ua ion i he e enue does no equal he quan i y
se in he a ge s can be ound, i ha ’s he case.
Mo eo e , he manage can help hose employees who a e ha ing di icul ies in mee ing
he objec i es by mo i a ing hem o edis ibu ing he a ge s among o he employees by
b eaking hem down di e en ly. In conclusion, manage s can use his ool o lead hei
whole eam o mee a common a ge and o pe o m hei du ies e icien ly as hey ha e
enough in o ma ion o do so. The KPIs displayed in his sec ion a e desc ip ed below.
Figu e 45. Team p og ess display. Design made wi h FIGMA
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 69
4.5.2.1.1. Re enue Gene a ed VS. Ta ge
I has a simila unc ioning as he one o he agen s, ne e heless he b eakdown o he
o al amoun gene a ed by upselling is made by employee and no by s ay op ion. The e is
a ba o each employee, e en i hey ha e no assigned a ge , below he p ope y ba ,
which shows he o al income.
Figu e 46. Gene a ed e enue VS. Ta ge KPI
The same colou pa e n as o he agen ’s display is used. I he employee has exceeded
he a ge , g een is used whils i his pe o mance does no mee he es ablished a ge he
ba is displayed in ed. G ey is used o display he p og ess o employees who ha e no
a ge assigned in he con igu a ion able. The numbe s a he op o he ba s a e he ones
ha indica e he pe o mance, and he ones below a e he e o gi e he e enue se as a
a ge .
4.5.2.1.2. Incen i e o e iew
This p og ess ba shows he amoun o e enue gene a ed by all he employees and he
commissions ha hey ecei e as incen i es o hei pe o mance. When p essing his ile,
a pop-up appea s o show de ail in o ma ion abou he p og ess o each employee aking
in o conside a ion he s ay op ions.
Figu e 47. Incen i e o e iew KPI

Page 70 Repo
As i can be seen in he image below, he able has a ixed pa on he le hand-side wi h a
anking o all he employees o de ed by he e enue gene a ed. Then a sc oll ba can be
used o dynamically see all he columns; he i s h ee a e always he a ge e enue, he
o al e enue gene a ed, and he incen i e payou . The ones ha ollow display he
b eakdown o he o al e enue gene a ed by ha employee in o he s ay op ions. A he
bo om pa o he able he e is a ixed ow which aim is o summa ize all he abo e
in o ma ion by adding all he alues in ha column oge he a he end.
Figu e 48. Table displayed in he pop-up o he Incen i e o e iew KPI
This KPI is going o be imp o ed in he ollowing phase o he p ojec as he clien asked o
he able o be expo able so he in o ma ion displayed can be easily send o he di e en
depa men s o he business in o de o ha e a con ol o he employees’ pe o mance and
also o pay he s ipula ed incen i es in he able. Mo eo e , he in o ma ion displayed is
checked pe iodically o ensu e ha a ge s and commissions a e p ope ly dis ibu ed.
4.5.2.1.3. Upsell con e sion
Figu e 49. Upsell con e sion KPI
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 71
This KPI is di ided in o h ee di e en sec ions. On he i s hand, a p ope y able is placed
in he uppe sec ion o show he o al numbe o en olmen s, he a e age upsell alue and
he upsell con e sion as an a e age o all he employees’ pe o mance. The able o he
middle displays he same in o ma ion bu by employee, no by p ope y, and employees a e
o de ed conside ing he a e age upsell alue. As i has been men ioned be o e, he upsell
con e sion is he ela ion be ween he numbe o upsells sold and he check-ins pe o med
and i ’s conside ed as a pe o mance indica o o he ho el chain.
Figu e 50. P ope y able and gene al able wi h in o ma ion pe employee
The g aphic a he bo om shows he e olu ion o he a e age upsell alue in blue and he
upsell con e sion in o ange. As hey ha e di e en uni s o measu emen , he axis a each
side has di e en uni s o display he in o ma ion in he same g aphic and educe he space
used in he dashboa d so in o ma ion looks cleane and summa ised.
Figu e 51. G aphic o he upsell e olu ion
Page 72 Repo
4.5.2.1.4. Deals o e iew
To know which s ay op ion is he mos demanded his able was equi ed. I displays s ay
op ions anked by he gene a ed e enue. A he same ime, he numbe o imes sold and
he a e age upsell alue o each one o hem can also be seen in he able. Mo eo e , he
manage has he abili y o so he anking ascending o descending by p essing he
Ranking heading.
Figu e 52. Deals o e iew KPI
4.5.2.1.5. Ta ge achie emen
The g aphic placed a he bo om o he sec ion aims o show he a ge achie emen
o e ime by displaying he a ge se by e enue in he con igu a ion able and he ac ual
amoun ha has been gene a ed in he selec ed pe iod, always showing he ba s by mon h.
Figu e 53. Ta ge achie emen KPI
4.5.2.4. Clus e ho els
Clus e ho els ha e addi ional unc ionali ies in he dashboa d display in Fio i. Ne e heless,
o manage s and agen s o isualise he addi ional unc ionali ies i is equi ed a p e ious
iden i ica ion p ocess o ge he needed pe missions.
On he i s hand, he ho els which a e conside ed clus e s, meaning hey a e associa ed
by p ope y, ha e o be p ope ly iden i ied. Be o e his p ojec he e wasn’ any domain in
SAP o en e o consul his in o ma ion. The e o e, a new ansac ion was c ea ed o add
he ho els p o ided by he ho el chain wi h his ea u e.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 73
The able ZEY_CLUST_CONFIG was buil o egis e ho els which a e pa o a clus e .
This able will be used in u he de elopmen s i needed.
Figu e 54. Fo ma ion o clus e ho els in SAP
Then, o an employee o be able o ha e access o he ho els g ouped in a clus e , i s PMS
employee use has o be egis e ed in each one o hem, co ec ly se in he able
/CCSHT/MT_EMPL_H. As i can be seen in he image below, employee 0000000001 has
pe missions in wo ho els.
Figu e 55. Regis a ion o employees in mo e han one ho el as hey a e clus e s
When he employee who access he dashboa d is p ope ly con igu ed in bo h o he
Clus e s ho els added o he able p esen ed abo e, ex a unc ionali ies a e displayed
depending on he ole. S a ing wi h he Daily Po en ial Upsells sec ion, bo h manage s and
agen s ha e he abili y o change om one ho el o ano he om inside he app.
Page 80 Repo
6. Economic assessmen
In his sec ion, he cos o he p ojec is de e mined by an economic s udy o i . Fi s ly, i has
o be poin ed ou ha as i was de eloped du ing an in e nship in EY mos o he esou ces
used o i s execu ion ha needed license we e p o ided o EY, o example, SAP and
Fio i, he O ice package, Click Up, Ji a and Teams, he e o e hey we e en i ely ee and i
was al eady in possession o he eam.
Wha i has o be conside ed is he cos o labou o pu oge he his p ojec . Those who
ha e ac i ely pa icipa ed in bo h he ealisa ion o he design and logic and he
p og amming pa .
TASK
COST (€/h)
TIME (h)
TOTAL (€)
P e ious Resea ch
15
90
1.350
Mee ings
15
60
900
Design
15
80
1.200
W i ing FDD
15
30
450
Tes ing
15
100
1.500
W i ing Repo
15
70
1.050
TOTAL
6.450€
Table 6. Pe sonal budge
Fo he d a ing o his hesis, a HP Eli eBook 840 G7 No ebook PC was used. A he
momen , i has a ma ke p ice o app oxima ely 600€. In he ollowing able he amo isa ion
o i is calcula ed.
SERVICES
COST (€/yea )
TIME USED (mon hs)
TOTAL (€)
Compu e
120
5
50
Mic oso License
40
5
16,66
TOTAL
66,66€
Table 7. Se ices budge
The de elopmen o hese p ojec sums up o 6.516,66€. Then, including axes which a e
app oxima ely a 21% o he g oss p ice he inal cos would be 7885€. Ne e heless, his is
he alue ha should be paid o a echnology consul an o lead a p ojec and a eam,
de elop he logic behind he Dashboa d, w i e all he o icial documen s, hold mee ings wi h

Design and c ea ion o an Upselling Dashboa d wi h SAP Page 81
he clien , and es he inal solu ion. Addi ionally, he wo k o p og amme s should also be
conside ed as hey we e he ones who made he code and c ea ed all he unc ionali ies
ha he unc ional eam equi ed.
Analysing he inal quan i y, I would s a e ha i is no a disp opo iona e p ice o pay o he
de elopmen and execu ion o a p og am ha will be implemen ed in he so wa e o an
in e na ional ho el chain which has mo e han 500 ho els ac i e. I we calcula e he p ice o
he Dashboa d pe ho el, i would ha e a cos o a ound 15€.
Page 82 Repo
7. En i onmen al assessmen
In he execu ion o e e y p ojec , i is impo an o be awa e o he en i onmen and he
impac ha he ealisa ion o i will ha e. The e a e always di e en cou ses o ac ion ha
can be ollowed o de elop a p ojec , he e o e choosing he one ha has he lowes impac
on he en i onmen gi es added alue o i .
As his p ojec has consis ed in he de elopmen o a Dashboa d using SAP, a so wa e, no
ha m ul ma e ials o he en i onmen such as plas ic we e eques ed o i s buil .
Ne e heless, compu e s we e used in i s execu ion o long pe iods o ime and in o de o
un hem elec ici y was needed. Addi ionally, pape wasn’ used as i is a comple ely cloud-
based p ojec . The e o e, he emissions gene a ed we e pu ely caused because o he
p oduc ion o elec ici y as no anspo a ion was needed du ing he ealisa ion o he p ojec
as he jou ney o ge o he EY o ices was made walking.
To calcula e he impac ha he use o he compu e used o de elop his heses has, i s
o all some in o ma ion has o be ga he ed. On he i s place, he o al amoun o ime
dedica ed o he p ojec we e a o al o 430 hou s and he ba e y o he compu e used, HP
Eli eBook 840 G7 No ebook PC, consumes 53kWh.
On he second place, i is known ha he emissions o kWh in 2023 published by CNMC
and in o med by Gene ali a de Ca alunya a e 260g CO2/kWh. [18]
De ice
Calcula ions
To al (kg CO2)
Compu e
430 h x 0,053 kWh x 0,260 kg CO2/kWh
5,9254
Table 8. Ca bon oo p in
Bea ing in mind ha a ee abso bs be ween 20 and 30 kg o CO2 while i g ows, a ound
0,3 and 0,2 ees would be needed o abso b nea ly 6kg o CO2 which is a low numbe
and i ep esen s a minimal e ec in he emission o g eenhouse gases.
Some possible ecommenda ions o educe he en i onmen al impac would be o
change he elec ici y a e o one o he many sus ainable op ions a ailable o ins all sola
panels o gene a e clean ene gy. Mo eo e , habi s such as u ning o he de ices when
hey a e no being used a e also ways o lowe his men ioned impac .
I can be concluded ha he en i onmen al impac o his hesis is ela i ely low,
ne e heless i can always be imp o ed by aking in o conside a ion he p esen ed
ecommenda ions abo e.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 83
8. Social and gende equali y assessmen
To s a wi h his assessmen , i has o be men ioned ha he Dashboa d was c ea ed
hinking abou he use wi hou conside ing i s gende , age, o p e ious knowledge. One o
he objec i es was o c ea e a p og am ha enhanced he use expe ience and was
accessible o he wides ange o people, The e o e, no gende di e en ia ion was made
du ing he de elopmen o he Dashboa d.
On he o he hand, his p ojec was de eloped du ing an in e nship in EY inside a eam
o med by wo women who we e pa o he unc ional eam, one o whom was he p ojec
manage , and i e men who we e he p og amme s. I can be seen ha he echnical eam
is all o med by male p o iles and i we ha e an o e iew o he whole depa men o EY i
can be s a ed ha he e is a s onge male p esence. I is s ill a eali y ha hese kinds o
p o essions ha in ol e echnology and so wa e a e mainly de eloped by men.
Ne e heless, he lead o he whole p ojec was ca ied ou by a woman who had expe ience
in he Hospi ali y ield and knew exac ly how SAP and Fio i wo ked om a unc ional poin
o iew.
Anyway, gende was no a ba ie in he de elopmen and execu ion o he p ojec as all
opinions we e aken in o conside a ion and had he same alue coming om any eam
membe s. Mo eo e , EY has a gende equali y policy wi h a lo o ini ia i es o close he
gende gap ha exis s in socie y and o enable women and gi ls o each hei po en ial
h ough educa ion, inno a ion, and en ep eneu ial oppo uni ies.
I we ake a look o he Pay Gap Repo 2022, EY publishes da a o how sala y is dis ibu ed
be ween gende , aces, disabled people, o sexual o ien a ion which gi es a anspa en
ision o he company and p esen s he willingness o imp o e yea by yea . This kind o
ini ia i es gi e hope o e e ybody who eels opp essed o disc imina ed in hei jobs as
companies a e aking esponsibili y on he ma e and inding ways o sol e inequali y.
Finally, i is a eali y ha he e is s ill a gende gap in he enginee ing ield. Speci ically in
Spain, a s udy ca ied ou by he go e nmen shows ha jus he 20% o 750.000 enginee s
in Spain a e women. Digging in o speciali ies, he one whe e he e is less eminine p esence
is he elecommunica ions ield wi h jus a 12%, ollowed by in o ma ics and indus ial, wi h
a 16% and 19% espec i ely. [19]
To deal wi h his gap in he enginee ing sec o i is impo an o incen i e and mo i a e
women o choose his pa h as hey a e equally capable o de eloping hese p o essions.
Ne e heless, i has o me eminded ha i is comple ely a pe sonal choice so i is in
women’s hands o change his eali y.
Page 84 Repo
9. Conclusions
The in en ion o his chap e is o b ing oge he all he wo k ha has been de eloped in he
p e ious ones by analysing he heo ical and empi ical e idence. The main objec i e was
o de elop a p ojec o c ea e and design an Upselling Dashboa d by implemen ing ERP,
speci ically SAP and i s co esponding in e ace Fio i. As i can be seen in he epo , i has
been success ully achie ed and all me hodologies and ools implemen ed in i s
de elopmen ha e been speci ied, as well as he explana ion o he whole p ocess o
unde s and how p ojec managemen is implemen ed in he echnology consul ing ield.
In he i s ins ance, aking a look o he o he objec i es, one o EY’s clien s’ equi emen s
was o inc ease he o e all e enue o hei ac i i y by de eloping his new solu ion o hei
ac ual SAP and Fio i p og ammes. To gene a e mo e e enue ou o an ac i i y and
consequen ly imp o e i , a deep analysis has o be pe o med o ind he bes possible
solu ion, and ha ’s why in he heo e ical pa in o ma ion abou upselling and SAP was
ga he ed. The aim was o acknowledge he cu en si ua ion o upselling in he Hospi ali y
indus y and o gain an insigh in o he ools ha we e being implemen ed in he ho el chain
ha eques ed he p ojec o EY. Then, ope a ional poin s ha needed o be imp o ed could
be highligh ed and an app oach o enhance he p ocedu e could be de ined wi h SAP and
Fio i, which can add alue o e he adi ional e enue managemen p ac ices.
Ne e heless, as he Dashboa d has jus ecen ly been olled ou wo ldwide, i is ye
unknown i i has signi ican ly inc eased he gene a ed e enue o he ho el chain as ime is
needed o make a s udy ou o he dashboa d pe o mance in e enue managemen .
Mo eo e , he in en ion behind his de elopmen was also o pe sonalise he expe ience
o e ed o clien s du ing hei s ay and o p o ide employees wi h a ool o imp o e hei
pe o mance in he upselling ield. To achie e hese goals, i all e ol es a ound ha ing
access o eal ime in o ma ion in o de o manage e icien ly all esou ces a ailable in he
upselling ield.
On he i s hand, by displaying he oppo uni y KPIs a he op o he sc een, employees
a e able o cus omise he o e s made o he clien s by knowing wha s ay op ions ha e
been booked p e ious o hei a i al. Wi h his app oach, he e a e wo main ema kable
achie emen s, on he i s hand, his c ea es a cohesi e omnichannel amewo k be ween
online and o line upselling channels, as i a gues has added a ce ain s ay op ion du ing
he ese a ion p ocess, usually execu ed in he online channel, i won’ be o e ed again
du ing he check-in ac i i ies. This aligns p ocedu es and enables he clien o expe ience
a b and ha wo ks as one. Consequen ly, he in en ion is o c ea e a long- e m ela ionship
wi h clien s and o inc ease he o e all amoun o money made ou o one ansac ion. As
clien s a e sa is ied wi h he se ice, hey a e willing o spend mo e money in packages ha
hey ha en’ added o hei s ay.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 85
On he o he hand, employees can easily isualise hei pe o mance in he upselling ield
hanks o he p og ess sec ions in he dashboa d which gi e hem he oppo uni y o ha e
a ollow up on hei e olu ion o e ime and hey can know i hey a e achie ing he a ge s
se in he con igu a ion able. The KPIs a e easy o unde s and, he e o e hey c ea e an
accessible and a - eaching expe ience o he employees when using he Fio i app.
Fu he mo e, as he manage has in o ma ion abou he whole eam, he can deal wi h any
issue ha migh come up and also ain s a membe s who ha e di icul ies in implemen ing
upselling ools o inc ease he e enue gene a ed ou o a ese a ion. Mo eo e , he
company can ha e an o e iew on how upselling ac i i ies a e being ca ied ou in hei
di e en ho els ac oss he wo ld and can dedica e mo e esou ces o hose which a e no
ha ing he expec ed esul s o sol e p oblems when inconsis encies a e de ec ed.
To achie e he objec i es, he adequa e p ojec managemen ools and me hodologies had
o be implemen ed, as well as a ious esou ces and a cohesi e eam. P ojec managemen
is indispensable o he success ul implemen a ion o a p ojec in he echnology ield, as
well as in any o he . Some imes, he amoun o wo k behind he de elopmen o a new
so wa e solu ion is aken o g an ed as he inal p oduc is no angible and isible o
e e yone. Ne e heless, i is like any o he p oduc manu ac u ed in a ac o y and he s ages
o he p ojec a e he same. On he i s hand, he equi emen s and limi a ions ha e o be
de e mined, ollowed by he de ini ion o he scope and all he esou ces ha will be needed
o i s ul ilmen . Then i comes he execu ion and he de elopmen , and inally, he es ing.
The poin is ha p ojec managemen is applicable in he de elopmen o any kind o
solu ion ha has o sol e a aised issue and now mo e han e e , hese me hodologies a e
being used in ields ha some yea s ago hey didn’ e en exis like so wa e solu ions.
Consequen ly, enginee s a e a sui able p o ile o be in ol ed in he de elopmen o so wa e
solu ions as hey ha e he abili y o iden i y and de ine p ocesses o any business o adap
he a ailable esou ces o speci ic needs always op imising ime, budged and esou ces.
As in any o he p oduc manage posi ion, consul an s a e he ones in cha ge o iden i y
business p ocesses and adap SAP o he speci ic needs an o ganisa ion may ha e.
To conclude, i can be s a ed ha he objec i es ha we e se ou a he beginning o his
heses ha e been success ully ul illed p og essi ely wi h he de elopmen o he p ojec .
The Upselling Dashboa d has been designed and c ea ed as i was eques ed o he ho el
chain, and hey ha e launched and inco po a ed o hei ac ual so wa e pla o m o ope a e
wo ldwide wi h i and in eg a e he dashboa d on he daily ac i i ies o hei ho els wi h he
aim o inc ease e enue and ha e an o e iew o how he upselling ools a e being
implemen ed.

Page 86 Repo
10. Acknowledgmen s
In he i s place, I would like o hank EY o le ing me be pa o he Upselling p ojec ,
because wi hou he oppo uni y i was p o ided o me, his hesis would ha e ne e been
bo n. Specially, Isabel Ri a, my u o du ing my in e nship in EY and Senio manage o he
i m, who has helped me h oughou he whole p ocess and has always been in e es ed in
my wo k and willing o sol e any o my doub s. Besides, wo king wi h he in his p ojec has
gi en my knowledge in a ield which was comple ely unknown o me as he Hospi ali y
sec o . By de eloping he Upselling p ojec by he side, I ha e become acquain ed o p ojec
managemen me hodologies and in di e en aspec s ega ding he business ha ha e
made me g ow as a p o essional.
Secondly, I would also wan o hank Pablo Pujadas, supe iso o his wo k, o
accompanying me du ing he jou ney o his wo k, o he a en i e in ol emen in all he
s ages o he p ojec and his engagemen .
Finally, I would like o sha e my g a i ude o he Uni e si y o hese pas ou yea s o
lea ning which ha e led me ha e su icien knowledge o de elop his hesis. Addi ionally, I
am also g a e ul o all he online a icles ha I ha e been able o ind in he pla o ms
a ailable o he s uden s.
Design and c ea ion o an Upselling Dashboa d wi h SAP Page 87
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