Abstract

Efficient resource allocation and timely service delivery are critical challenges in modern supply chain operations. Traditional methods often struggle to address the dynamic complexities of these processes. SAP Field Service Management (FSM) emerges as a transformative solution, leveraging technologies such as artificial intelligence, real-time data analytics, and cloud integration to optimize field operations. This research explores the role of SAP FSM in overcoming operational inefficiencies, focusing on challenges like resource allocation, response time delays, and scalability.

Using the SAP-LAP (Situation-Actor-Process – Learning-Action-Performance) framework, the study analyzes real-world scenarios to highlight SAP FSM's capabilities in automating scheduling, improving service delivery, and enhancing customer satisfaction. Findings reveal significant efficiency gains and cost reductions while addressing challenges in implementation, such as data integration and organizational resistance. Actionable recommendations and a quantified actor-process matrix are provided to guide organizations in effectively adopting SAP FSM for digital transformation in supply chain management.