taking the super user concept to the next level session code: 2702 mark potts, hershey foods corp
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Taking the Super User Concept to the Next Level
Session Code: 2702
Mark Potts, Hershey Foods Corp.
Hershey Foods Corp.
• 2002 sales $4.1 Billion• 14000 employees worldwide• North American confectionery market leader• Headquartered in Hershey, PA
“The Sweetest Place on Earth”
Hershey Foods Corp.Major Brands
KISSES
HERSHEY'S
REESE'S
KIT KAT
TWIZZLERS
JOLLY RANCHER
ICE BREAKERS
CAREFREE
BREATHSAVERS
SAP at Hershey
Modules FI CO SD MM PP PM AM BW
HR underway
3400 users
Implementation SAP 3.1h 1998 SAP 4.6c 2002
Hershey Foods Corp.
Super User Network
The Super User Network is the possibility of an energized community of certified experts, empowered and collaborating at all levels to leverage SAP for competitive advantage.
Super User Network Possibility Statement
Super User Network Roles
IS Advisory Board
Enterprise Solutions Steering Committee
Super UsersHigh
Med
Low
SupportInvolvement
ProjectsInvolvement
High
Med
Low
Strategic Direction
Define Tactical Direction
Execute Action Plans/Projects
Support Action Plans
Enterprise Solutions Development
Enterprise Solutions Support
Roles
Super User Network Key Concepts
• Extension of the SAP Power User’s network• Super Users responsible for local training,
communications and first level support, as well as BDP sharing and recommending process improvements
• Rigorous certification process• Certified gold, silver or bronze with progressive
responsibilities.• Formal responsibility
Super User Network Key Concepts
• Enduring, self-sustaining network– Committed business ownership
– Strong executive & mid-mgmt. support
– Process owner leadership
– Partnership between IS & business
• Increase focus on strategic process priorities and mission-critical apps– Speed to value
• Enable quicker upgrades, implementation of new functionality– The right work in the right hands
– Operationally effective, efficient organization
Super User Network Key Concepts
• Leverage SAP– Ongoing training & knowledge transfer
– Increase confidence level
– Leverage for competitive advantage
• Significant personal benefits to Super Users– Certification and succession planning drive personal
development, create advancement opportunities
– Company-wide recognition
Super User Network Project Phases
• Phase 1 - Design– Analyze/define requirements, design network
• Phase 2 - Pilot– Test breakthrough elements
– Demonstrate positive business impact & significant measured knowledge transfer to user base
• Phase 3 - Roll out– Use network to assist implementation of significant
new functionality
– Quarterly phased extension to other processes
• Phase 4 - Extension– Define broader potential for network concept
Super User Network Design Sub-teams
• Certification• Metrics• Enrollment/Communication• Compensation• Documentation
Super User Network Project Timeline
SUN Certification Team Responsibilities
• Detail Super User roles/responsibilities • Research certification• Develop certification process, templates• Research/recommend supporting technology• Identify and certify Super Users• Develop re-certification process/guidelines• Develop succession planning framework
BRONZE SILVER GOLDProcess Area Expertise Understand basics and develop further
in specific process areaConsidered experienced in specificprocess area
Understand end-to-end business process andprocess specific impact on overall scope
SAP Application Expertise Execute and explain basic processspecific SAP transactions
Execute and explain intermediateprocess specific SAP transactions
Execute and explain advanced processspecific SAP transactions and understandother business area touch point transactions
Formal Training (outside immediatearea/location; i.e. upgrade projects)
Not participating Assist in the development of materialswith Subject Matter experts and others
Develop and deliver materials
Informal Training (ongoing withinimmediate area/location; i.e. newfunctionality, new user, refresher)
Assist others in the delivery of training Deliver training Develop and deliver training
Communications Deliver information from SubjectMatter experts (SME’s) and others
Deliver information from SME’s andothers; capture and forward feedbackto appropriate parties
Develop and deliver information andexpand future possibilities
End User Support Assist/answer basic process specificquestions
Assist/answer moderate processspecific questions
Assist/answer complex process specificquestions
BDP Sharing Some but limited within specific processarea
Share often and implement ideas Always sharing and developing ideas toimprove process efficiencies
Network Involvement Active member of the team Proactive member of the team Visionary member of the team
Projects Not participating Provide input to identify needs andassist launch support
Identify needs and define priorities and helpexecute launch support
Testing Assist others with testing Execute testing Design and execute testing
Leadership Demonstrate skills Consistently demonstrate skills Exemplifies role model skills
Super User Roles/Characteristics
Pilot ProcessRoles/Characteristics
Pilot Process Roles/Characteristics
Certification Assessment
• Web-based hard skills assessment (WebSurveyor)
• Scenario based
• Measures process & technical knowledge
360 Degree Feedback
• Soft skills assessment
• Distributed to Super User’s manager, peers
SUN Metrics Team Responsibilities
• Define overall network metrics
• Define process metrics
• Define individual Super User metrics
• Identify gaps in ability to measure, recommend solutions
• Recommend/develop reporting process/structure
SUN Metrics
• Guiding principles:– Target minimum number of metrics that will
demonstrate value
– Automate where possible– Minimize time commitment
• Focus areas:– Individual SUs, process, network
– Super User activities, time commitment, results
– Tie to corporate KPIs
– User/manager perception of value
– IS process owner time spent - support vs. projects
Activity Reporting
• Weekly survey
• Monthly survey includes• training• communication• project activity
SUN Compensation Team Responsibilities
• Define compensation strategy• Define compensation framework & policy• Define resource requirements
SUN Award Rationale
• Knowledge gain and transfer the network is expected to generate will contribute significant value• The network will position Hershey to leverage
SAP for competitive advantage
• Being an SAP Super User requires effort above and beyond employees’ standard job responsibilities
• Rewarding Super Users for this effort will engage and motivate them to maximize their productivity
• Consistent with Hershey’s pay-for-performance philosophy, the monetary value of awards will depend on Super Users’ performance vs. expectations
Super User Network Pilot Objectives
• Demonstrate improvements in Super User knowledge of process and technology.
• Demonstrate knowledge transfer to end users.
• Demonstrate positive impacts on the business.
Process Candidate Selection
SUN Network Phase 1 Roll OutProcess Candidate Evaluation
Plant Cost Center Distribution PlantProcess Characteristics Shipping Planning Workflow Procurement
Value add to Business 5 3 2 4Value add to IS 3 2 1 3Manpower availability - Business 5 2 3 5Manpower availability - IS 5 2 1 3Management Support - Business 5 3 4 5Management Support - IS 5 1 4 5
TOTAL 28 13 15 25
Legend: 1 to 5 (1 low, 5 high)
Super User Network Pilot Processes
Receiving/IM/WM
– Broad area - large number of users at different levels
– Salaried and hourly employees - union/non-union
– Geographically dispersed
– High turnover
Human Resources
– Major project
– New SAP functionality
Internal Orders
– More complex processes
– Smaller number of users
– All salaried employees
– More centralized
– More technically sophisticated
Normal Activity Month for a Super User
• Standard Super User Activities– Deliver new user training and refresher training to end
users at home plant (as required)
– Assist and resolve 2 to 4 Help Desk problem tickets
– Solve 8 to 12 process questions/situations at home plant
• Network Activities– Exchange e-mail with other members of the Network
– Participate in monthly Network conference call
– Complete monthly metrics report
Additional Activities in the Life of a Super User
• Periodic events– Travel to offsite location for annual users conference
– Coordinate/execute home plant meeting to share conference info
– Remote plant training visits
• Potential activities over the life of a project– 1 to 2 days of project scope work
– 2 to 4 days of test design and execution
– 1 to 3 days to attend personal training
– 2 to 5 days of end user training development
– 3 to 10 days of end user training delivery
– Coordinate and participate in 1 to 2 on-line training sessions via Centra Symposium
Generic Super User Expectations/Objective
Plan and conduct training Assist in the development of new training materials as needed Conduct new user, refresher and new functionality training at your location Perform follow-up as necessary after training
Communicate key SAP and Network information Be the primary communications liaison for the Network at your location Demonstrate your support for the Network Report on Network involvement and results
Act as a key support for SAP end-users In a support capacity, be the “first line of defense” for end users in your
location and as needed at other locations As needed, follow up with Help Desk and IS personnel, document lessons learned
Share BDPs Share lessons learned and BDPs from your location with other Super Users Communicate and implement at your location BDPs learned from other Super Users Participate in I.S. project related activities Identify needs for SAP development work Assist in testing execution
Super User Network Pilot Evaluation
Objective: Improve Super User knowledge• Certification assessment invaluable in identifying current
knowledge level and development needs• Kick-off training, BDP sharing• Help Desk rotation• Monthly conference calls• Plant cross-training visits• Email BDP exchange• Most users bronze or pre-bronze - need more T&D
Recommendations:• Increase conferences to 2 1/2 days to allow more training time.• Include creation of program to develop/advance Super Users (SAP,
process training) into process owner’s resource plan post kick-off.• SUN group to develop/offer soft-skills curriculum (self-paced).
Rec./IM/WM Conference User Feedback
• “The most effective part of the conference was learning to use new tools and learning different uses for reports and old tools. Was a working, a learning conference - not just discussing or brainstorming.”
• “With all the other plants represented it brought a variety of ideas and additional information - it was great.”
• “My only disappointment was that the conference could have been longer.”
• “I was amazed at the different ways we all used different reports in SAP.”
• “Need to discuss how we gain more knowledge and move up in our skill level.”
Super User Network Pilot Evaluation
Objective: Improve end user knowledge• Hundreds of training sessions completed• Very positive feedback from Mgmt.• SUs reporting that training/coaching/BDP sharing activities
are resulting in significant improvements in end user capabilities
Recommendations:• Eliminate end user survey
– Low (30%) response rate– Value not sufficient to offset effort
• Replace with survey of Super Users
SUN Pilot Super User Time Distribution
Oct 2002 - March 2003
TRAINING 39%
SUPPORT 50%
COMMUNICATIONS 11%
Average super user time commitment 4 hours/week (10%)
SUN Pilot Help Desk Activity
82%
18%
PROCESSOWNERS
SUPERUSERS
67%
33%
PROCESSOWNERS
SUPERUSERS
Pre Network Post Network
Avg. 33 calls/month Avg. 18 calls/month
Super User Network Pilot Evaluation
Objective: Demonstrate positive impacts on business• Attempt to link network directly to business KPIs unsuccessful• Improved communications at all levels• Increased training & support activities • Very positive feedback from Mgmt.
Recommendations:• Abandon effort to find KPI links.• Continue pilot weekly/monthly Super User activity surveys
until 12 mos. data gathered.• Eliminate weekly/monthly surveys from rollout process plans
– Business value has been sufficiently demonstrated– Process owners can collect metrics they need informally
SUN Pilot Evaluation Other Key Findings/Recos
Need executive support in encouraging manager involvement• ‘03 Leadership objective for managers of Super User
Didn’t always get right person (or people) identified as Super User• More process owner input into selection process
360 degree feedback didn’t significantly differentiate Super Users• Evaluate soft skills informally based on network activity
Significant process owner commitment to establish/maintain network• Resource commitment must be made during planning process
Thorny compensation issues offset value, not necessary to motivate• No compensation, but need to encourage other forms of recognition
Manager of Super User Objective
Objectives Against CorporateAccountabilities
Measures of Performance
Personal LeadershipSupport Super Users in fulfillingtheir SUN responsibilities anddeveloping their skills.
Allow and encourage them to provide supportand training for SAP end users and toparticipate in network activities.
Incorporate into their development plans actionitems necessary for them to achieve, maintainand advance their Network certification.
Recognize Super Users for their achievementsand contributions.
SUN Pilot Evaluation “One Size Doesn’t Fit All”
Large, decentralized processes
• Tremendous value from formalized network
• Wide range of user abilities
• Succession planning model vibrant
Smaller, more centralized
• Value less obvious• Certification cost/benefit is tenuous
• Users tend to be truly “super”
• Succession planning model collapses
Vs.
Common ground• Formal responsibility
• Value of BDP sharing, communication, sense of “team”
• Documented roles and responsibilities
• Need for recognition
Thank you for attending!Please remember to complete and return your evaluation form following this session.
Session Code: 2702