People First. Preparing Your End Users to Thrive amid Digital Transformation Webcast Recap
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
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Resource:
Link to Super User Presentation at 2018 ASUG Annual Conference
What do you think?