1. Creating Independent and Productive System Users Session: 2712

2. Ginger Luttrell, President LTC gluttrell@LTCinsight.com 972-727-4120 www.LTCinsight.com Your Presenter

3. 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 Agenda

4. 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 Question

5. 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 Pain

6. Inventory Users do not know how to correctly execute transactions for proper inventory tracking. Situation: Pain: Inventory write-offs. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Where’s the Pain?

7. 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. Purchasing AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Where’s the Pain?

8. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Custom Systems (Non-SAP) Where’s the Pain?

9. Why Is This Happening: A Theory Legacy end-user doc & train evolved over decades. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study

10. Why This Is Happening: A Theory Legacy end-user doc & train evolved over decades. ERP end-user doc. & train evolving, not there yet. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study

11. Why This Is Happening: A Theory Legacy end-user doc & train evolved over decades. ERP end-user doc. & train evolving, not there yet. ERP shoved its way in on Y2K ticket. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study

12. Why This Is Happening: A Theory Legacy end-user doc & train evolved over decades. ERP end-user doc. & train evolving, not there yet. ERP shoved its way in on Y2K ticket. Expectations that purchased software comes with all the training. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study

13. Has yours evolved? AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study A Theory

14. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Starting Point: User Wants & Needs

15. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools 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?

16. Answer the questions AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools 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!

17. According to Steve Whitaker, SAP Upgrade Program Manager, Texas Instruments… User Smiles! AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Turn TheseInto These What Must Strategy Drive?

18. An environment where users AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools 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?

19. Let’s take a look at the building of an infrastructure and the tools used. AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study So How Do You Do This?

20. Three Primary Phases 1.Building the Program 2.Using the Program 3.Continuous Improvement AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study It’s So Easy, Right?

21. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study First Things First… Buy-In

22. Recorder SAP Procedures ME51N Training, Education Knowledge Audience History Gaps Strengths Prioritize ANALYSIS Cultures Mgmnt Learning Systems Change Tools Data Flows Matrices Reporting User Access Communication Training & Education Content Documenting SAP Transactions Creating Training Content Central Documentation Repository Content Developer BP Mapper Documentation Knowledge Content Systems LMS Business Processes Super User Program Mapping Business Processes Building the Infrastructure Documentation Training Content

23. Documentation User Support Communication AreasTool Activities Training Super users Helpdesk / IT AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Tool Areas Electronic Human LMS access Change management Awareness Rollout Business processes Transaction procedures Training documents

24. Communication AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Tool Areas Microsoft Word Microsoft Powerpoint Microsoft Word Microsoft Powerpoint Interwise Webex Microsoft Netmeeting Email Change Management Awareness Rollout

25. Documentation AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Tool Areas 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

26. User Support AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Tool Areas Electronic Human Learning Management Systems File Server Intranet – web site LMS SAP Click 2 Learn RWD’s Help desk Super user team IT

27. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Summary

28. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Fujitsu Case Study – The Directive

29. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Fujitsu Case Study – The Problems

30. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Fujitsu Case Study – The Need

31. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Data Gathering

32. Change Awareness Presentations Business Process Flowcharts SAP Transaction Execution Procedures SAPhelp Web Site Web Accessible Job Role Courses SUPER user team AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components

33. Change Awareness Presentations –Tool: Powerpoint, Net Meeting, Teleconferences –Value: Existing site license, widely used and understood –Super User Team key in deployment AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components (Cont.)

34. Business Process Flowcharts –Tool: Visio –Value: Simplicity, Standardization with common shapes template, Widely used, Allows swim lane charting AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components (Cont.)

35. SAP Transaction Execution Procedures –Tool: RWD Info Pak Publisher –Value: Automated transaction recording, Standardization, Existing site license – users already familiar with the product AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components (Cont.)

36. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components (Cont.)

37. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Solution Components (Cont.)

38. Central and Standard Repository of Content Web Site Structure to Support Business Process Focus Business Process Links to SAP Content AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Component Integration

39. Job Role TrainingSAP 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 Topic 3: Business Process & Associated SAP Transactions Topic 4: Business Process & Associated SAP Transactions Topic5: Conclusion AGENDA Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Component Integration (Cont.)

40. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Value

41. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Foundation for the Future

42. 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 Where’s the Pain Current Situation A Starting Point Strategy First Building the Infrastructure A Look at the Tools A Case Study Questions?

43. Thank you for attending! Please remember to complete and return your evaluation form following this session. Session Code: 2712

44. Ginger Luttrell, President LTC gluttrell@LTCinsight.com 972-727-4120 www.LTCinsight.com Your Presenter