creating independent and productive system users session: 2712
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Creating Independent and Productive System Users
Session: 2712
Ginger Luttrell, President
LTC
972-727-4120
www.LTCinsight.com
Your PresenterYour Presenter
Where’s the Pain?
Current Situation
A Starting Point
Strategy First
Building the Infrastructure
A Look at the Tools
A Case Study: Fujitsu Network Communications
AgendaAgenda
If you do not effectively train and support your SAP end users, to what degree do they affect your company’s bottom line?
The Multi-Million Dollar QuestionThe Multi-Million Dollar Question
• Inaccurate data entry
• Lack of data entry
• User apathy
• New user training and support
• Fill-in user training and support
• People and/or departments circumventing SAP because they hate the system (what we don’t understand, we hate?) and there is no accountability to prevent me from this
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Let’s Talk About PainLet’s Talk About Pain
InventoryInventory
Users do not know how to correctly execute transactions for proper inventory tracking.
Situation:
Pain: Inventory write-offs.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Where’s the Pain?Where’s the Pain?
Purchase requisitioners do not know the proper account codes to use. They are using any account code that will allow them to complete the transaction.
Situation:
Pain: Finance workload increased due to problem resolution.Auditing workload increases having to research and determine resolution.
PurchasingPurchasingAGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Where’s the Pain?Where’s the Pain?
A department has a need for a system, they do not understand SAP and there is no accountability for using SAP. Someone in the department builds a custom Access database to address the need. The developer receives rewards and recognition for a job well done.
Situation:
Pain: The developer leaves the company. Who will support the application. We also now need data from SAP.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Custom Systems (Non-SAP)Custom Systems (Non-SAP)
Where’s the Pain?Where’s the Pain?
Why Is This Happening: A TheoryWhy Is This Happening: A Theory
• Legacy end-user doc & train evolved over decades.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Why This Is Happening: A TheoryWhy This Is Happening: A Theory
• Legacy end-user doc & train evolved over decades.
• ERP end-user doc. & train evolving, not there yet.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Why This Is Happening: A TheoryWhy This Is Happening: A Theory
• Legacy end-user doc & train evolved over decades.
• ERP end-user doc. & train evolving, not there yet.
• ERP shoved its way in on Y2K ticket.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Why This Is Happening: A TheoryWhy This Is Happening: A Theory
• Legacy end-user doc & train evolved over decades.
• ERP end-user doc. & train evolving, not there yet.
• ERP shoved its way in on Y2K ticket.
• Expectations that purchased software comes with all the training.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Has yours evolved?AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
A TheoryA Theory
• Real time support
• Accurate support
• Effective JIT training
• BP based education
– Upstream / Downstream
– Who impacts me / Who do I impact
– How my work impacts the company
What users want and need to enable them to be productive and independent
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Starting Point: User Wants & NeedsStarting Point: User Wants & Needs
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
• Program vs Project thinking
• Long term usability and intra-departmental reusability.
• Quit solving the same problems over and over.– Creating trx docs– How do we train the end user population
• Create ownership of the core
How Do You Begin?How Do You Begin?
Answer the questions
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study • In 3 years, what should our users physically be doing to get support?
• With next major IT SAP project, what do we want it to be like?
• Strategy differs from company to company but the components don’t change that much.
Oh Yea… Strategy!Oh Yea… Strategy!
According to Steve Whitaker, SAP Upgrade
Program Manager, Texas Instruments…
User Smiles!
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Turn These Into These
What Must Strategy Drive?What Must Strategy Drive?
An environment where users
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
• Are confident they will get support they need when they need it.
• Believe it will help them.
• Know the help is accurate.
• Feel it is easy to use.
• SMILE
What Must Strategy Drive?What Must Strategy Drive?
Let’s take a look at the building of an infrastructure and the tools used.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
So How Do You Do This?So How Do You Do This?
Three Primary Phases
1. Building the Program
2. Using the Program
3. Continuous Improvement
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
It’s So Easy, Right?It’s So Easy, Right?
These Things First
1. Benchmark with other companies
2. Sell the ROI to executive mgmnt
3. Get an executive sponsor
4. Create real program ownership
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
First Things First… Buy-InFirst Things First… Buy-In
Recorder
SAP Procedures
ME51N
Training, EducationKnowledge
Audience
HistoryGaps
StrengthsPrioritize
ANALYSIS
Cultures
MgmntLearningSystemsChange
Tools
DataFlows
Matrices
Reporting
User Access
Communication
Co
mm
un
ica
tion
Communication
Co
mm
un
ica
tion
Co
mm
un
ication
Communication
Communication
Training & EducationContent
Documenting SAP Transactions
Creating Training Content
CentralDocumentation
Repository
Content Developer
BP Mapper
Documentation
Documentation
KnowledgeContent
SystemsLMS
Business ProcessesSuperUser
Program
Mapping Business Processes
Building the InfrastructureBuilding the Infrastructure
Documentation
Training Content
Documentation
User Support
Communication
Areas Tool Activities
• Training• Super users• Helpdesk / IT
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Tool AreasTool Areas
• Electronic• Human• LMS access
• Change management• Awareness• Rollout
• Business processes• Transaction procedures• Training documents
Communication
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Tool AreasTool Areas
• Microsoft Word• Microsoft Powerpoint
• Microsoft Word• Microsoft Powerpoint
• Interwise• Webex• Microsoft Netmeeting• Email
Change Management
Awareness
Rollout
Documentation
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Tool AreasTool Areas
Business Processes
Transaction Procedures
Training Documents
• Microsoft Visio• ???
• Microsoft Word• RWD’s Info Pak Publisher• Global Knowledge OnDemand• TechSmith’s Camtasia• SAP Tutor
• Microsoft Word• RWD’s Info Pak Publisher• Macromedia DreamWeaver
User Support
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Tool AreasTool Areas
Electronic
Human
Learning Management Systems
• File Server• Intranet – web site• LMS• SAP
• Click 2 Learn• RWD’s
• Help desk • Super user team• IT
We’ve Talked About The Following
• The pain points• Why we have what we have• Starting with strategy• How to build an infrastructure• The areas of the infrastructure where tools are
applied• A view into common tools and their purpose
Now we will look at an actual case study.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
SummarySummary
Design an educational program to align business processes across the company.
Perfect…SAP enables business processes across the
company.
That is where we start.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Fujitsu Case Study – The DirectiveFujitsu Case Study – The Directive
• SAP documentation and training materials decentralized, not standardized; if they existed at all.
• Business processes decentralized, not standardized; if they existed at all.
• Business units held tightly to knowledge capital.
• Business units not accustomed to sharing information.
• In a downturn, knowledge capital lost due to workforce cutbacks (this was realized and proved the value!)
• In good economic times, knowledge capital lost to other companies due to workforce turnover
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Fujitsu Case Study – The ProblemsFujitsu Case Study – The Problems
• The upcoming 4.6c upgrade would require existing SAP documentation be upgraded – who could deny that.
• The 4.6c upgrade would provide the platform for gaining management support.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Fujitsu Case Study – The NeedFujitsu Case Study – The Need
• Map business areas across company for change communication strategy as well as collection of critical information
• Identify SAP enabled business processes across the company
• Map SAP transactions to business processes
• Map job roles to business processes through SAP transactions
• IT validation of job roles to SAP transactions through security profiles
• Risk analysis to rank and prioritize training needs
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Data GatheringData Gathering
• Change Awareness Presentations
• Business Process Flowcharts
• SAP Transaction Execution Procedures
• SAPhelp Web Site
• Web Accessible Job Role Courses
• SUPER user team
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution ComponentsSolution Components
• Change Awareness Presentations
– Tool: Powerpoint, Net Meeting, Teleconferences– Value: Existing site license, widely used and
understood– Super User Team key in deployment
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution Components Solution Components (Cont.)(Cont.)
• Business Process Flowcharts– Tool: Visio
– Value: Simplicity, Standardization with common shapes template, Widely used, Allows swim lane charting
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution Components Solution Components (Cont.)(Cont.)
• SAP Transaction Execution Procedures– Tool: RWD Info Pak Publisher
– Value: Automated transaction recording, Standardization, Existing site license – users already familiar with the product
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution Components Solution Components (Cont.)(Cont.)
• SAPhelp Web Site– Tool: RWD Web Architect
– Value: Automated web site build, Automated publishing of SAP transaction Execution Procedures to the web site, Automated integration of context sensitive help into SAP
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution Components Solution Components (Cont.)(Cont.)
• Web Accessible Job Role Courses– Tool: Macromedia Dreamweaver with Coursebuilder
– Value: Enabled utilization of existing content through hyperlinks to Business Process Flows and Transaction Execution Procedures in the SAPhelp central repository, OP/ED supported
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Solution Components Solution Components (Cont.)(Cont.)
• Central and Standard Repository of Content
• Web Site Structure to Support Business Process Focus
• Business Process Links to SAP Content
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Component IntegrationComponent Integration
Job Role Training SAP Online Help
Business Process Flowcharts
Transaction Work Instructions
ME51N Work Instruction
Purpose: To create a purchase requisition...
Trigger: Need to purchase...
Prerequisites: GL Account
Topic1: Introduction
Topic 2: Business Process & Associated SAP Transactions
Topic 3: Business Process & Associated SAP Transactions
Topic 4: Business Process & Associated SAP Transactions
Topic5: Conclusion
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Component IntegrationComponent Integration (Cont.) (Cont.)
• Plug and play type solution
• Transaction documents can be “unplugged” from business process flows and courses. Changes to transactions, processes or training content do not mean changes to ALL content.
• Solution contains infrastructure into which all business process documentation (SAP or non-SAP) can be “plugged in”.
• Centralization creates user ownership and “desire” for information to keep current.
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
ValueValue
• Centralized and standardized content is a strong platform for improvements– Business process improvement studies– Business process reengineering– Accountability– Alignment of business processes across a company
• Infrastructure for total end-to-end business process training– Create and plug in additional content required by the
business processes– Expand existing courses to include the added content– Create other courses using existing course template
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Foundation for the FutureFoundation for the Future
Does YOUR Company Need to Re-consider Strategy, Infrastructure, Centralization vs
Decentralization, and Ownership in Order to Position Your SAP Users as Intelligent Human
Assets?
AGENDA
• Where’s the Pain
• Current Situation
• A Starting Point
• Strategy First
• Building the Infrastructure
• A Look at the Tools
• A Case Study
Questions?Questions?
Thank you for attending!Please remember to complete and return your evaluation form following this session.
Session Code: 2712
Ginger Luttrell, President
LTC
972-727-4120
www.LTCinsight.com
Your PresenterYour Presenter