Skip to Content

Source: SAP

This was an SAP webcast from last week


What is organizational change management?  (OCM)

The speaker said it is better than it used to be

Source: SAP

The way SAP OCM is defined is shown above

Looking at readiness on day 1 of go live.


Source: SAP

How do you know you have poor user adoption?

Change management falls around adoption of software

Want to keep user adoption at the highest

#1 is how to calls at the helpdesk

#2 is feedback for more training

#3 low customer satisfaction scores

#4 no central repository for SAP training materials

“training is on Sharepoint, servers, old printed manuals” – not uncommon; important for a central repository; SAP Enable Now has a mini-LMS capability

#5 no solid answer when ask where to find training

#6 work around behavior (spreadsheet processes)

#7 “ask a neighbor”

Webcast survey poll results are shown above

Source: SAP

“Wrapper” around SAP education solutions

Putting the user first

Step 1 is the detailed learning analysis of project team; how use the system, configure it, how maintain after go live

Step 2 organizational change management

Step 3- how training people

Step 4 – measure performance – if you don’t measure it, it doesn’t exist (Knoa)

Step 5- design program – sustain program going forward

Source: SAP

Customize change management for customer

Getting ready for change management


Second piece is using data to understand the current system; develop success criteria


Start groundwork for sustained learning, building super user network; use super users for sustainment

Engage change champions for communications

Communication is no longer sending an email; emails get missed

Source: SAP

Learning needs analysis for project team and end users

Role based user training strategy; map users to correct training

Classroom training is costly; rely on self-paced learning

Learning world is changing; S/4HANA uses embedded help (Enable Now) to keep training relevant, not have to leave the tool for help.  Guided tours are available

Source: SAP

SAP agile approach is Activate

Information flows quicker

Above shows what is covered in the S/4HANA implementation

Source: SAP

12-15% of budget should be focused on training

Cost associated with calling the helpdesk

Source: SAP


Source: SAP

Calls after go-live and end user productivity tanked

Re-launched OCM program, with e-learning

Second month recruited super-users

Third month created a buddy system

Fourth month – looked at repeat calls – suggest contact super user

Fifth month – relaunched e-learning

Last month implemented micro learning

Saved $1M in service desk calls and $2.5 improved user productivity

Source: SAP

Trained customer on agile project with a scrum master

Created an expert on demand

Used SAP Learning Hub for project team

Source: SAP

Cycle of continuous learning


Question & Answer

Q: examples of digital transformation from a training perspective

A: implementing a full suite of solution

SAP Enable Now; can use notifications inside

Implement a center of excellence and a user adoption center of excellence and super user program

Can’t rely on instructor-led training for the majority of users; people do not have the time

Q: When implement a change management project, how many people do you accept (expect?)

A: Representatives from customer side to own

Q: How start a super user team?

A: Treat it like a project; have a plan, recruit users; some get “voluntold”  – doesn’t work; communication strategy that super users exist



Link to Super User Presentation at 2018 ASUG Annual Conference

What do you think?

To report this post you need to login first.

Be the first to leave a comment

You must be Logged on to comment or reply to a post.

Leave a Reply