oracle university user adoption services · • lifecycle management • testing • usability •...

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Oracle University User Adoption Services

© 2009 Oracle Corporation – Proprietary and Confidential

Oracle University Services

Classroom training• Instructor-led public training• Instructor-led private training

Online training• Live Virtual Classes• Knowledge Center recorded training• Self-Study CD-ROMs

Oracle Certification Programs

User Adoption Services


Oracle Certification Programs (OCP)

• Oracle certifications are reliable validation of training and experience that can accelerate professional development, improve productivity, and enhance credibility.


Oracle User Adoption Services

• Develop a successful user adoption strategy• Develop consistent communication messages• Develop and implement effective training and support

program

Oracle UAS is an education solutions that helps clients adopt Oracle technology. We are not just about instructor-led training or eLearning, but delivering everything an organization needs so their people really understand and make use of the technology to transact business and achieve results. Our services are designed to help you to:



Change Management


Change Management Drive Success

Based on detailed analysis of 4,500 deployments with input from interviews with over 17,000 end users and with project teams and business sponsors

Strategy

People

Technology

19%

21%

22%

17%

21%

Ownership

… 79% of Issues Impacting Success Are Not Technology Based

Process

An Internal Study Validated that…


Success Criteria vs Risks Mitigation

• Business value• Vision• Business goals

• Steering committee• Executive sponsorship

• Process definition • Process alignment with goals• Process leadership

• Development • Lifecycle management • Testing

• Usability • Performance

• Measurement and reward • Training and communication

• Reinforcement • User involvement

• Organization• Operational metrics

• Success metrics• Channel strategy

• Sustaining sponsorship• Project management

Process

Ownership

Strategy

Technology

People


Change Management Key Consideration

Communicating the Vision

Alignment of Key Stakeholders

Change Readiness of the Organisation

Clear and effective messaging of the changes

Targeted training for all effected roles

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Change Management Methodology

Oracle’s Change Management Methodology is part of the Application Implementation Methodology. Oracle’s Change Management Methodology focuses on:

• Executive Vision and Strategy• Stakeholder Engagement Plan• Change Readiness Assessments• Change Management Plan• Communications Plan• Organisational Impact Assessment• Training Strategy


User Adoption is #1 Implementation Problem

“End user adoption is the #1 reason for failed implementations”Source: AMR Research, 2005

Source: TechRepublic Survey


User Adoption Key Consideration

Preparing the Project Team

Setting the Training Strategy and Scope for End-Users

Provision of a customized Training solution

Just in Time Training Delivery

Post go-live support

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Project Team Training


Project Team Training

Objectives:• Project team training at the beginning of the project to

prepare the key project team members for involvement in Definition and Elaboration phase.

Scope of Services:• Develop customized project team workshops

• Based on specific customer requirements• Based on the purchased application modules

• Deliver business process orientation workshops



Training Needs Analysis


Purpose of Training Needs Analysis

• Provide an understanding of the training needs for each target group of users.

• Identify and compare the current skill sets of each target group of users to the skills requirements mandated by the new system.

• Forms the basis for the recommendations made in the training strategy and delivery approach.

• For client with large IT team, the skill inventory can be collected through the TNA.



Customized Training Solution


Oracle Offers Complete User Adoption Solution

Activation MediationOracle eLearningOracle iLearning

Comprehensive Content Authoring

Business Process Doc.

System Process Doc.(UPK) User Productivity

KitOracle Tutor

Content

Learning Path / Content Configuration

OracleApplications

Learning Management System


Providing Value Throughout the Project LifecycleBe Productive Day ONE!


Oracle Tutor• Create, audit, and maintain business

process documentation (current & future state)

• Build and deploy role-based desk manuals, providing employees with the information they need to do their jobs

• Support regulatory compliance efforts (SOX, ISO9000, FDA, etc.)

• Integrate with Oracle User Productivity Kit to provide comprehensive content authoring and end user adoption solution

• Easy-to-use Microsoft Word based application

The People to People Documentation


Many Ways to Access Content


All Processes > Top Level

Start

Process

Procure to Pay. (1)

Process

Campaign to Cash. (2)

Process

Contract to Renewal.(3)

Process

People to Paycheck.(4)

Process

Project to Profit. (5)

Process

Period End Close toFinancial Reports. (6)

Process

Author to Publish TutorDocuments. (7)

End

Process Flows

Process > Procure to Pay

All Processes

Start

Sub Process

Analyze to Agreement(1)

Sub Process

Requisition to Receipt(2)

Sub Process

Inspection toDisposition (3)

Materialpasses inspection?

Supplier will beproviding

replacement?

Sub Process

Supplier Return to Debit(4)

Sub Process

Supplier Return toReplacement (5)

Sub Process

Supplier Invoice toPayment (6)

EndA

A

N

Y

N

Y

Sub Process > Analyze to Agreement

Process > Procure toPay

Start

Procedure

Material RequirementsPlanning (1)

Procedure

Selecting Supplier (2)

Procedure

Evaluating SupplierPerformance (3)

Procedure

Adding Suppliers (4)

Procedure

Changing Supplier Data(5)

Procedure

Adding Suppliers toApproved Supplier List(6)

Procedure

Changing ApprovedSupplier List Item Data(7)

Procedure

Deleting Suppliers fromApproved Supplier List(8)

End

Sub Process >Requisition to Receipt


Procedures Linked to Transaction Recordings

Adding Suppliers

Selecting a Supplier

Start

RequesterComplete a SupplierMaintenance form. (1)Forward form to APSupvr. (2)

AP SupvrVerify that all requiredsupplier info iscomplete. (3)

Paperwork iscomplete?

AP SupvrRequest missing info.(4)

> Submit Request: TaxVerificationInformation Letter

AP SupvrRecord info on SupplierMaintenance form. (5)

AP SupvrDetermine whethernonstandard paymentterms requested. (6)

Supplierrequests

nonstandardpayment termsunfavorable to

company?

AP SupvrEvaluate request fornonstandard paymentterms. (7)

Requestrequires further

review?

AP SupvrDeliver SupplierMaintenance form toVP Finance. (8)

VP FinanceEvaluate request fornonstandard paymentterms. (9)Forward SupplierMaintenance form toAP Clerk. (10)

AP SupvrForward SupplierMaintenance form toAP Clerk. (11)

AP ClerkAdd or correct info insupplier database. (12)

> Suppliers> Submit Request:

Suppliers Report

Supplier info iscorrectly entered in

system?

AP ClerkNotify Requester thatsupplier has beenadded to database.(13)

Supplier hasbeen placed on

hold?

AP ClerkFile supplier filemaintenancedocumentation. (14)

End

AP ClerkRetain suppliermaintenancedocumentation insupplier maintenancepending file. (15)

End

A

B

B

A

B

N

Y

Y

N

Y

N

Y

N

N

Y

Links to UPK recordings interactively describing

what the user needs to do within the application


Oracle User Productivity Kit

The People to System Documentation

• Create and deploy multiple assets for a project rollout or upgrade - all through a single authoring session

• Maintain up-to-date, interactive web based, transactional training, user acceptance test scripts, classroom training materials (both Student and Instructor guides)

• Provide pre & post-go-live performance support

• Integrate with Oracle Tutor to wrap system training in the context of an organization’s business processes and procedures

• Easy-to-use application for project team members – no coding required!

• Supports all Oracle and non-Oracle applications


Once

Oracle User Productivity KitSingle Recording – Multiple Outputs

Record


Reduce Content Development Time

Reduce Documentation Content Development Time by 75%• 2 to 3 days – Average time to create one transaction • 4 to 6 hours – Average time with Oracle UPK

Reduce Classroom Content Development• 34:1 – Average classroom material creation time*• 8:1 – Average time with Oracle UPK

Reduce Online Content Development• 220:1 – Average online training material creation time**• 8:1 – Average time with Oracle UPK

*Chapman, B/Brandon Hall – LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management Systems**Chapman, B/Brandon Hall – PowerPoint to E-Learning Development Tools: Comparative Analysis of 20 Leading Systems


UPK Paper Documents

5 document types from a single source


Simulation Experience: Learn by WatchingSimulation Experience: Learn by Watching

See It! Mode


Simulation Experience: Learn by PracticingSimulation Experience: Learn by Practicing

Try It! Mode


Assessment Experience: Learn by DoingAssessment Experience: Learn by Doing

Know It! Mode


Do It! Mode

Live Experience: Learn by Reinforcement Live Experience: Learn by Reinforcement

Sits on top of live application


Print It! Mode

Reading Experience: Learn by DocumentationReading Experience: Learn by Documentation


UPK Usage Tracking


Knowledge Pathways

The Knowledge Portal for Projects

Designer, Manager, and Player modulesDesigner, Manager, and Player modules


Training needs analysis Plan Development Reinforcement

Requirement

OPAnalysis SOL Design Development Testing Go-live Maintains

【Activities】・Content development

- User Manual- Practice Materials- Scenario Materials- E-Learning Content (UPKUPK)

【Training delivery】・Set up Training environment・Deliver training・Training Feedback

【Activities】・Training Assessment・Reinforce training・Business process・Create FAQ

【Activities】・Training Objects・TNA matrix・Business process・Skill set analysis・Training strategy

▲2009/06～調査・分析 ▲2010/08 CC稼動▲2010/04～07 Step.1トレーニング▲2009/07～計画 ▲2009/09～開発

New System Architecture

【Activities】・Training Scope・Class design・Content design・deliverables standard・Training plan

Project Management

ProgressIssue

quality

Position / LevelEnd Users

Oracle UAS Implementation Approach

Oracle UAS approach

▲Training strategy ▲Training Plan ▲Courseware development ▲Reinforcement▲Training delivery

Change Management Activities


Successful Deployments Across Verticals

Healthcare & Pharmaceutical

Manufacturing & Processing Financial Communications

Retail & Services Public Sector


Silicon Image: Increased Efficiencies, User Adoption and User Productivity

Challenges

• An integrated circuit company • Simplify instructional design and end-user training development and

deployment• Provide web-based, user-friendly materials for employee training• Ensure that materials are easily maintained for upgrades and changes to

process• Increase user adoption of Oracle E-Business Suite applications

Solution • UAS,Oracle User Productivity Kit (UPK) and Oracle Tutor

Business Results

• Streamlined delivery of a broad range of user education and support materials from a single source

• Eliminated maintenance of multiple training documents• Enhanced user productivity and reduced IT support costs• Achieved dramatic efficiency gains of 80% to 90% in document

preparation


New South Wales HealthAustralia

Requirements / ChallengesRequirements / Challenges Change & Training SolutionChange & Training Solution Success FactorsSuccess FactorsHRIS 2 year project aims to streamline, standardise and simplify HR and PayrollLess manual intervention, improved ability to manage the increase compliance complexityCustomer targeting increased self-sufficiency

Change Management and Communication supportTraining Needs AnalysisDeployment of Instructor Guides and Participant Guides and associated eLearning materials to support the trainingTrain the Trainer for HRTraining delivery for Payroll

Change Management leading practices to support the projectBlended training solution to meet all trainees needsAccelerated learning for employeesLearning is managed and reported centrallyOutstanding Oracle University team with change and training skills and knowledgeDelivered what we promised on time & within a fixed price

Application: e-Business HR/Payroll v11i

Business Solution: Adoption of a Shared Services solution