Creating Independent and Productive System Users Session: 2712

Creating Independent and Productive System Users

Session: 2712

Ginger Luttrell, President

LTC

[email protected]

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




• Strategy First



• 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




• Strategy First



• A Case Study


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




• Strategy First



• A Case Study

Custom Systems (Non-SAP)Custom Systems (Non-SAP)


Why Is This Happening: A TheoryWhy Is This Happening: A Theory

• Legacy end-user doc & train evolved over decades.

AGENDA




• Strategy First



• A Case Study

Why This Is Happening: A TheoryWhy This Is Happening: A Theory


• ERP end-user doc. & train evolving, not there yet.

AGENDA




• Strategy First



• A Case Study




• ERP shoved its way in on Y2K ticket.

AGENDA




• Strategy First



• A Case Study




• ERP shoved its way in on Y2K ticket.

• Expectations that purchased software comes with all the training.

AGENDA




• Strategy First



• A Case Study

Has yours evolved?AGENDA




• Strategy First



• 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




• Strategy First



• A Case Study

Starting Point: User Wants & NeedsStarting Point: User Wants & Needs

AGENDA




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• A Case Study

Turn These Into These

What Must Strategy Drive?What Must Strategy Drive?

An environment where users

AGENDA




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• A Case Study

Tool AreasTool Areas

• Electronic• Human• LMS access

• Change management• Awareness• Rollout

• Business processes• Transaction procedures• Training documents

Communication

AGENDA




• Strategy First



• A Case Study


• Microsoft Word• Microsoft Powerpoint

• Microsoft Word• Microsoft Powerpoint

• Interwise• Webex• Microsoft Netmeeting• Email

Change Management

Awareness

Rollout

Documentation

AGENDA




• Strategy First



• A Case Study


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




• Strategy First



• A Case Study


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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• A Case Study


• SAP Transaction Execution Procedures– Tool: RWD Info Pak Publisher

– Value: Automated transaction recording, Standardization, Existing site license – users already familiar with the product

AGENDA




• Strategy First



• A Case Study


• 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




• Strategy First



• A Case Study


• 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




• Strategy First



• A Case Study


• Central and Standard Repository of Content

• Web Site Structure to Support Business Process Focus

• Business Process Links to SAP Content

AGENDA




• Strategy First



• 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



Topic5: Conclusion

AGENDA




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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




• Strategy First



• 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

[email protected]

972-727-4120

www.LTCinsight.com

Your PresenterYour Presenter