sap education, learning and enablement, april, 2016 · sap education, learning and enablement,...
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Matthew Sleaford, Che Osborne, SAP Education & Questionmark
12 May 2016
Success is Simply Human- Transform your user support
Customer
Digital Transformation in a Nutshell
STRATEGY, NOT TECHNOLOGY, DRIVES DIGITAL TRANSFORMATION •
MIT SLOAN MANAGEMENT REVIEW, Summer 2015
4800 Executives and Analysts responded from 129 countries across 27
industries.
Digital Transformation in a Nutshell
Digital Phases
SAP Education
Digital Competence
Training, E-learnings
Digital Usage
OCM, User Adoption,
Performance support
solutions
Digital Transformation
Digital Maturity Early (26%) Developing(45%) Maturing(29%)
Pop. Technology OA, C/S, EAI Web, Mobile, Cloud,
e-commerce, BI
Analytics, Mobile,
Cloud, Social
User
Competency
Learn to Work,
Formal Learnings, KM
Performance Support,
UX, User Adoption
Skills to support
Digital Strategy
Digital Capability
Support
Culture Siloed IntegratingIntegrated and
innovative
Clear Digital Strategy
Focus on process, talent & business models
Embrace risk but don’t tolerate skills gaps
Collaborative & centrally driven
Blanket training, even of new
functionality, isn’t going to give
you best value from your
budget.
Understanding the actual
capability of your employees
will allow you to prioritise and
focus your efforts to target
those areas which will provide
maximum impact, ensuring
the long term success of your
organisation.
Blanket training, even of new
functionality, isn’t going to give
you best value from your
budget.
Understanding the actual
capability of your employees
will allow you to prioritise and
focus your efforts to target
those areas which will provide
maximum impact, ensuring
the long term success of your
organisation.
65% of the issues impacting
SAP performance and
execution are caused by end-
user actions!
45% of training is delivered
to the wrong need.
25% of reported errors are
not real errors.
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 17Customer
The user adoption challengeDesign versus User Adoption
Image: http://westbrook.co.uk/user-adoption-vs-design/
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 18Customer
SAP User Experience Management by Knoa- Improve business results by boosting user efficiency
Task/Process
Execution
End-User
Performance
Application
Performance
Application
Utilization
Information &
Metrics
Real-time Data
Collection
Business
Impact
Analytics &
Business Intelligence
BI
Extensibility
Quality of
Service
Usage &
Adoption
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 21Customer
What can we learn from assessments?
Slide 21
Did they like it?
Did they learn it?
Can they do it?
Can we prove it?
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 22Customer
Barrier: No sense of urgency…
…until it all goes wrong
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 24Customer
• Create intrigue
• Benchmarks
• Identify needs
• Inform instructors
• Focus attention
• Provide feedback
• Strengthen memory
• Correct misconceptions
• Measure learning
• Certify KSAs
• Get feedback
• Increase retention
Before learning
• Pre-course tests
• Diagnostic assessment
• Job task analysis (JTA)
• Employee attitude surveys
During learning
• Quizzes
• Knowledge checks
Of learning
• Post-course tests
• Observational assessment
• Certification exams
• Follow-up quizzes
• Course evaluation
Assessments through the learning process
D a t a c o l l e c t e d f o r a n a l y s i s
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 25Customer
Regulatory Compliance
• Ensure knowledge of laws, regulatory requirements, health & safety
• Demonstrate compliance; reduce risk
Qualification & Certification
• Reliable, valid tests to certify knowledge, skills
• Make sound, defensible personnel decisions
Sales Channel Verification
• Ensure competence and product knowledge
• Increase revenues and customer satisfaction
Technical Channel Verification
• Ensure competence and expertise of technical and service professionals
• Reduce costs and improve customer satisfaction
Measure & Enhance Learning
• Measure knowledge, skills and attitudes –before, during and after learning
• Correct misconceptions and increase knowledge retention
Why organizations use SAP Assessment Management
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 26Customer
Customers with SAP Learning Solution
Sanlam
Industry
• Financial services
Needs
• Demonstrated compliance with government
regulations and prove employee
competence
Key drivers
• Reporting to document compliance
• Blended delivery to accommodate variable
bandwidth
• Integration with human resources and
enterprise learning solutions from SAP
BNSF
Industry
• Transportation
Needs
• Testing to qualify 35,000+ employees in in
hazmat, railroad security, and the like
• Testing to certify 20,000 transportation
employees (and recertify every 3 years)
Key drivers
• Authoring features
• Accessibility
• Online deliver to multiple locations
• Security and limit retakes
• Integration with SAP Learning Solution
Nebraska Public Power District
Industry
• Utilities
Needs
• Rigorous and sound assessment
of employees’ knowledge and
competencies to keep NPPD’s employees
safe
• Previous authoring tools not robust enough
to meet nuclear regulatory requirements
Key drivers
• Centralize management of items
and exams
• Secure access for instructors and subject-
mater experts to create items/exams
• Ability to have monitored (proctored) exams
• Integration with SAP Learning Solution
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 27Customer
How are our
Assessments doing?
How are our
Participants doing?
Did the learning investment impact
performance?Where are the skills
and knowledge gaps in my organization?
Are my questions and tests valid and reliable?
What did participants think of the learning
experience?
What did participants learn from the training
or course?
How do I coach participants to improve
performance?
How did one group of test takers compare to
another?
Analyze: Reporting and Analytics
© 2016 SAP SE or an SAP affiliate company. All rights reserved. 28Customer
SAP Assessment Management by Questionmark- Create, Deliver, and Analyze Assessments with Greater Confidence
Create
Collaborative, secure
authoring of surveys,
quizzes, tests, and
exams
Analyze
Analytics and
reporting to evaluate
results and inform
stakeholders
Deliver
Blended delivery to
support a broad range
of devices and security
needs
Thank youContact information:
Matthew Sleaford
Head of Education SW Sales ANZ
SAP Education
M. +61 466 008 009
Matthew.Sleaford@SAP.com
Che Osborne
Vice President of Sales
Questionmark
M. +44 (0)207 561 5341
che.osborne@questionmark.com
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