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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

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