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How user experience monitoring software proactively optimized SAP business processes, functional support and improved the targeting of training. This presenation was part of the Learning Executive Forum 2014 in Bonn
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1 CONFIDENTIAL
Do Not DistributeOctober, 2013
Johns Manville
SAP User Experience Management by KNOA
2 CONFIDENTIAL
Do Not DistributeOctober, 2013
Johns Manville, a Berkshire Hathaway company, is a leading manufacturer and marketer of premium-quality building insulation, commercial roofing, roof insulation, and specialty products for commercial, industrial and residential applications.
Doing business for over 150 years
Strategic focus on sustainability, innovation and productivity
Leader in all key markets
Reinvesting millions annually to ensure we continue to provide the innovative solutions our customers expect
With the strength of Berkshire Hathaway behind us, JM is arguably the most financially stable company in our industry
Johns Manville Overview
3 CONFIDENTIAL
Do Not DistributeOctober, 2013
HW Johns Roofing Manufacturing
Company
Moved HQ and R&D from NYC to Denver
Berkshire Hathaway Company
Over 150 Years of Proud History
18581858 2001200119721972
4 CONFIDENTIAL
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JM Worldwide
5 CONFIDENTIAL
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Business Challenges
How does SAP User Experience Management by KNOA help JM
Identifies key areas of support needs
Allows for Identification of who needs to be trained
Validates performance issues and opportunities for improvement
Shortens time to competency and improves overall application adoption
Provides metrics around improvements and enchantments
Provides metrics around exact performance at each desktop
Allows Service Delivery to be proactive and not reactive
6
Reduce costs caused by broken workflows and errors
Make more informed decisions based on real-time analytics
Assure user acceptance and improve operational efficiency
Save Money Reduce Risk and Drive ROI
Decide with Confidence
Data-Driven Approach to Performance, Adoption, and Value
7 CONFIDENTIAL
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KNOA Data65% of errors in one module with 8 users
Most time spent in Warehouse Shipping with 330 errors in 30 days
8
Pinpoint user errors to a specific process step within a business process
Within F-03, more than 50% of all errors are within
3 screens. Possible candidates for usability
improvements?Within Financial
Accounting, more than 50% of errors are within F-03 and FB01 transactions.
But these transactions represent a small portion of
the total active time.
9 CONFIDENTIAL
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KNOA Data
261 out of 892 errors from single user
Name 1
10
Assure process compliance and audit authorized usage (read audit)
Why are these 2 users performing significantly less activity than their
peers?
Why are these 7 users within Financial
Accounting role using different transactions and screens to perform their
function?
Why are these transactions only used by a single user within the same peer group? Why is Heidi the only one using these 5 transactions?
11 CONFIDENTIAL
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Module and Business Process Stats
12
Gain visibility into application adoption and process execution across all business processes
More than 33% of all utilized transactions are
custom, indicates a highly customized environment. Why such deviation from standard functionality?
More than 30% of total active time is within 10 transactions. Possible candidates for HANA migration, usability
improvements?
A lot of time is being spent on checking Account
Balance and G/L Account Line Item. Should the users
use FAGLL03 and FAGLF03 instead to easily see the entries side by side and identify discrepancies?
Why more time is being spent on changing sales
orders rather than creating?
13 CONFIDENTIAL
Do Not DistributeOctober, 2013
Lessons Learned
IT support
How to shorten the length and quantity of phone calls, reduce callbacks How to reduce the quantity of email How to diagnose, replicate and resolve issues much faster than possible before How to pro-actively identify emerging issues - visibility to all reported or not - ! Reduce the risk in change management events with better visibility
Training
How to leverage KNOA SAP UEM to identify and target Training needs What are the issues, exactly? How do you know what is needed for a specific location?
14
Proactive visibility into user errors
48% of all user errors are within 20 transactions. Top 3 are VA02, FBO1 and
VA01.
20 error types account for 30% of all user errors.
Top errors include missing entries, G/L tax
setup errors and authorization issues.
60% of all user errors were encountered by less than 20% of the
users
75% of all errors were encountered by users in
US and Brazil
15 CONFIDENTIAL
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Benefits
How do you measure success? Call volume reduction Improvement in the utilization Reduction in System and User Errors Business process focus on cycle time
How do you justify the training worked? Baseline versus improvements that are measurable Error reduction
What was the ROI on the training? Use dollars associated to work functions to validate ROI
16
Global user data is aggregated for viewing
in Dashboards
Actionable real-time data improves the user experience & cuts costs
A user’s journey in SAP applications are discovered
Real User Workflows and Powerful Analytics
17 CONFIDENTIAL
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Measure Success of Support Reduction
18 CONFIDENTIAL
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What Does Knoa Have That Other Tools Do Not?
Performance for response measured uniquely at each desktop by agent Unique KPI: User error and user workflow tied to real-time analytics Automation – no scripting even for custom transactions No back-end integration required
19
Pinpoint poor application response times to user operations within any screen and transaction
Six out of ten most executed operations are
trending negative in terms of response times. What happened during the last
3 weeks of the Pilot?
See daily response trends
and alert on anomalies for
every operation
Drill down for instance level
analysis
Contact Information Jesse Bernal@[email protected]