Oracle User Productivity Kit (UPK) Best Practices and Lessons Learned Philip Shontz AST Corporation August 26, 2014

Agenda § Background and Goals § Best Practices:

• Strategy and Planning • Training Development and Rollout • Post Go Live Support

§ Lessons Learned § Questions

BACKGROUND AND GOALS UPK Best Practices and Lessons Learned

Our Services Oracle Partnership Oracle Specialized • E-Business Suite

• Business Intelligence

• EPM-Hyperion

• Fusion Middleware

• CRM

• Managed Services

• Education / Oracle University

• Project Advisory Services

• Oracle Platinum Partner

• Pillar Partner

• SOA

• Business Intelligence

• Hyperion

• Oracle University Approved Education Center

• Oracle University Reseller

• Oracle Accelerator Implementer

• Oracle Managed Cloud Services Implementer

• Small Business Strategy Council

• EBS Financial Management

• EBS Human Capital Management

• EBS Supply Chain Management

• BI Applications

• BI Foundation

• Service Oriented Architecture

• Application Development Framework 11g

• Hyperion Planning 11

• Database 11g

• Public Sector

Oracle Excellence Award Winner

2013, 2011, 2009

2011 Inc. Top Small Company Workplaces

2012-2013 Inc. 5000 Fastest Growing Companies

2012 Best & Brightest Companies to Work For

Specialized. Recognized. Preferred. The right partner makes all the difference.

Background – Projects § Presentation focuses on 3 recent projects:

• #1 – Rapidly growing VA County and School District o EBS, Hyperion, OBIEE o 3 phases, 36 months, ~10,500 users

Jan 2012 Dec 2014

Apr 2012 Jul 2012 Oct 2012 Jan 2013 Apr 2013 Jul 2013 Oct 2013 Jan 2014 Apr 2014 Jul 2014 Oct 2014

§ Financials § Procure to Pay§ Cash Management§ Budgets• Projects/Grants• Document Management Integration

Phase I (January 2012 – Aug 2013)

• Adv. Procurement (iSupplier, Sourcing)

Phase III (Apr 201 – Dec 2014)

§ HR/SSHR§ Benefits§ Time Entry§ Payroll§ iRecruitment§ Learning Management/iLearning

Phase II (Apr 2013 – Aug 2014)

FinancialsGo Live 07/01/13

HCMGo Live 07/01/14

Adv. ProcGo Live 11/01/14

Background – Projects § And…

• #2 – Densely populated FL County o EBS, OBIEE, Hyperion o 4 phases, 20 months, ~3,500 users

Background – Projects (Cont’d)

§ And… • #3 – Midsized Northern CA City

o EBS exclusively o 3 phases, 13 months, ~1,200 users

§ Presentation also considers other projects

Goals of This Presentation § Describe UPK best practices and lessons

learned § Help you leverage UPK for both training

and non-training activities

BEST PRACTICES: STRATEGY AND PLANNING

UPK Best Practices and Lessons Learned

Training Goals § To make sure client staff can:

• Use the full functionality of the software to achieve needed business objectives

• Maintain and update training material on-going • Effectively maintain and support Oracle applications

and database environment • Maintain application configurations in the future

To Start § Adult learning: “I am always ready to learn, but I do not always like being taught.”

Sir Winston Churchill

§ Training strategy and plan – contents: • Training needs analysis • Audience identification • Training delivery methods • Training preparation and administration

Training Needs Analysis § Training questionnaire § Usage: Never (0), Occasionally (1), Daily (2)

• Beginner: 0.00 – 0.75 • Intermediate: 0.76 – 1.25 • Expert: 1.26 – 2.00

§ Goals: Establish training delivery methods & get 100% feedback § Identify active employees without access

to a computer

Audience & Delivery

Beginner

5%

Workshop

Intermediate

15%

Workshop / CBT

Expert

80%

CBT (Some Workshop)

§ Audience drives delivery methods

Audience & Delivery (Cont’d)

§ UPK supports multiple delivery methods: • Instructor-Led (Workshops) • Computer Based Training (CBT) • Quick Reference Cards (Job Aids) • Presentations • On-the-Job

Training Administration § Classroom venues and facilities § Notifications, registration and scheduling § Training material preparation and

distribution § “Training ready” classrooms and learners § Feedback and metrics collection § Scalability § Software and hardware availability

BEST PRACTICES: TRAINING DEVELOPMENT AND ROLLOUT

UPK Best Practices and Lessons Learned

User Productivity Kit § Single, synchronized authoring session

• Multiple learning methods o See It! o Try It! o Know It? o Do It! o Print It!

• Published content • Full‐feature sound recording and editing

§ Application agnostic

User Productivity Kit (Cont’d)

UPK will record your navigation steps: • Mouse clicks • Keyboard actions

User Productivity Kit (Cont’d)

Doc

umen

tatio

n User Acceptance Test Scripts Process Guides (Non-Oracle Processes)

Trai

ning

Instructor-Led Web Based (CBT) Job Aids

Supp

ort Simulations

(CBT) Online Help Job Aids

UPK: Single content development and customization

Go Live

UPK Output – Documentation § Test Script:

UPK Output – Training § CBT:

UPK Output – Support § Job Aid:

Training Environment § UPK folders, modules, sections and

topics in multi-user environments: • UPK Administrator to create and maintain

§ UPK standards: • Screen resolution • Initial UPK parameters • Content creation, editing and publishing standards

§ Training instance: • “Sandbox” created early on • UAT instance used for training on-going

Content Preparation § Define training

courses needed • Layout topics for each

course • Identify training data

§ Identify training objectives for a given Oracle module § Identify audience segments (role based)

Content Preparation (Cont’d)

§ Record each topic using UPK

§ Edit the training topics

UPK will record your navigation steps: • Mouse clicks • Keyboard actions

Content Delivery § Publish the training courses using UPK

§ Distribute the training material

as needed § Post content as appropriate:

• Post Training Guides as PDFs • Post CBT simulations at the

desired location

§ Provide “Training Effectiveness” sessions

Knowledge Transfer § UPK knowledge transfer is needed

• UPK Developers • UPK Administrators

BEST PRACTICES: POST GO LIVE SUPPORT

UPK Best Practices and Lessons Learned

Post Go Live Training § Training augmentation

• Drop-in sessions • Refresher training • Help desk tickets

Post Go Live Training (Cont’d)

§ New training • New training topics

• On-boarding training • On-going follow-up

Identify need for a new training topic

Create the topic and post to the intranet

Communicate the new topic to End Users

Maintaining Training Material § Roles

• Requestor • Functional expert • UPK expert • Trainer

§ Process

LESSONS LEARNED UPK Best Practices and Lessons Learned

Lessons Learned § UPK usage: Can use UPK in

each project phase § UPK structure: Only by UPK Admin § UPK recording: Set screen resolution,

Record automatically § Training Guides: Post as PDFs § CBTs: Use working sessions

to fine‐tune § Know It! mode: Often not well received

Lessons Learned (Cont’d)

§ Post Go Live training: Think both augmentation and new topics § Content maintenance: Jointly by both

functional and UPK experts § Content author/editor: Consider

identifying as process owner for a given topic

QUESTIONS UPK Best Practices and Lessons Learned

Questions?

Philip Shontz AST Corporation pshontz@astcorporation.com www.astcorporation.com