Adventist Health System Uses UPK to Overcome Development Challenges Oracle Open World 2014

About Your Presenters Clayton Alves Joel Thilburg Leads the ERP training effort for Adventist Health System 17 years of experience implementing ERP systems Instructional design and development guidance Training delivery UPK administration Trainer development 20+ years of functional expertise implementing Oracle applications Change management and organizational readiness Business process and workflow mapping Test coordination and execution Instructional design and development End user adoption and production support Oracle UPK certified implementation expert 10+ years leveraging UPK through the project lifecycle About Clayton

Agenda Company and project information Challenges faced by the project team Training plan Executing the plan

Adventist Health System Adventist Health System is a faith-based health care organization headquartered in Altamonte Springs, Florida. Each facility operates independently in delivering care and services to best meet the needs of the local communities they serve. While each entity is unique, all remain united in one mission of Extending the Healing Ministry of Christ.

1973 Adventist Health System was established 45 Hospital campuses operated in 10 states 70,000 Employees and physicians 4.5 million+ Patients served annually Adventist Health System is a faith-based health care organization headquartered in Altamonte Springs, Florida. A national leader in quality, safety and patient satisfaction, Adventist Health System’s nearly 70,000 employees maintain a tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient. With 45 hospital campuses and nearly 8,300 licensed beds in ten states, Adventist Health System facilities incorporate the latest technological advancements and clinical research to serve more than 4.5 million patients annually. The full continuum of integrated care also includes urgent care centers, home health and hospice agencies, and skilled nursing facilities. Each Adventist Health System facility operates independently in delivering care and services to best meet the needs of the local communities they serve. While each entity is unique, all remain united in one mission: to extend the healing ministry of Christ. These numbers provide just a glimpse of the far-reaching impact we are able to achieve by combining state-of-the-art technology with compassionate, Christ-centered care. 16 Skilled nursing facilities 22 Home health and hospice agencies

500+ Physician Offices 8,300 Licensed Beds 7.4 billion+ Total Operating Revenue 7.1 billion+ Expenses Adventist Health System is a faith-based health care organization headquartered in Altamonte Springs, Florida. A national leader in quality, safety and patient satisfaction, Adventist Health System’s nearly 70,000 employees maintain a tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient. With 45 hospital campuses and nearly 8,300 licensed beds in ten states, Adventist Health System facilities incorporate the latest technological advancements and clinical research to serve more than 4.5 million patients annually. The full continuum of integrated care also includes urgent care centers, home health and hospice agencies, and skilled nursing facilities. Each Adventist Health System facility operates independently in delivering care and services to best meet the needs of the local communities they serve. While each entity is unique, all remain united in one mission: to extend the healing ministry of Christ. These numbers provide just a glimpse of the far-reaching impact we are able to achieve by combining state-of-the-art technology with compassionate, Christ-centered care.

Project Information Adventist Health System’s Enterprise Resource Planning initiative: Deploying PeopleSoft 9.2 Finance and Supply Chain Management and Human Capital Management Establishing shared services functions within the corporate Finance, Supply Chain and HR departments

Overview Adventist Health System has utilized the Oracle User Productivity Kit (UPK) to develop internal training for the iSynergy project. UPK has many benefits, such as: Reduced development time Testing mode Flexible training options Multiple forms of output Online assessments

What is User Productivity Kit? Single-Source Content Development Platform Develop, customize, and publish online learning, documentation, and support content for all enterprise applications Easy to use and deploy Create and deploy multiple assets through a single authoring session Standardize document output Supports geographically dispersed organizations Applies across Oracle and non-Oracle Applications Provides value throughout the entire lifecycle

Challenges Faced by the Project Team

Multiple Teams in Shared Environments Finance, Supply Chain and Human Resources teams operated independently while developing and testing in shared environments FSCM HCM Supply Chain Finance Human Resources Functional Team Training Team Functional Team Training Team Functional Team Training Team

Impacted by Development Delays 9.1 to 9.2 Delivery of OATS Delivery of Training Environment

Other Training Challenges Multiple content releases are required for each facility learning management system Custom content was required for the help menu Timing of user interfaces, forms, and reports development and design UPK learning curve for training developers Diverse audience that required various delivery methods

Training Plan

Utilize UPK as an Accelerator Testing Create test scripts Integrate with OATS Training Instructor led and computer based delivery Training documentation In-App Support Help content UPK library UPK

Utilize UPK through the Training Lifecycle Oracle Pre-Built Content PeopleSoft HCM and FSCM PeopleSoft Application Testing UPK and OATS PeopleSoft Application Training LMS deployment for online training ILT training On-demand training library On-demand training documentation In-Application Support PeopleSoft context sensitive help integration PeopleSoft related content In-application support tracking and reporting Purchase Oracle Pre-built UPK content for the FSCM and HCM modules to jumpstart development UPK to record test scripts Integrate UPK recordings with OATS Leverage UPK test scripts to create training content

Establish Training Development Approach Lesson Outlines Determine lessons, objectives, and topics Storyboards Identify content, methods, and timing First Draft Create initial UPK concept pages and recordings Second Draft Update content based on initial reviews Final Draft Update content based on final reviews and publish to the production library

Establish Common Development Standards Worked with corporate communications to develop standards and templates Word templates User guides Instructor guides PowerPoint templates Quick reference guides Job aids UPK templates

Utilize Experts Contracted Joel Thilburg to provide Jump Start training for UPK and OATS Retained Joel to serve as the UPK administrator Contracted five training developers with UPK experience

The JOLT Advantage A specialized consultancy focused on UPK project lifecycle support services and end user adoption Applications implementation, upgrade, support and training success: Oracle UPK Certified Implementation Specialists Oracle Certified Trainers Change Management, Instructional Design and End User Adoption Experts Over 15 years of successful implementation and upgrade projects for Oracle applications and User Productivity Kit Oracle Gold Partner Energized Training and End User Adoption… It’s what we do! Visit our UPK demo grounds at Booth #3638 in Mascone West.

Executing the Plan

UPK Strategy: The Key To Success Evaluate How can UPK be leveraged across the project lifecycle Plan UPK Strategy for all Project Phases Train UPK Developer and OATS Training Install and Administer UPK Installation, Administration, Standards and Branding How can UPK be leveraged across the project lifecycle Business Process Procedures, Configuration Testing, Training, Change Management, In-Application, Knowledge Library UPK Project Plan (who, what, where, when & how) Align the UPK Plan with the Implementation Plan Develop and Deploy Build, Record, Edit, Publish and Deploy

UPK Project Centerpiece Oracle Pre-built Content Development Starting Point – Reduce Test Script Creation Time Test Scripts Testing Integration with OATS – Unit, String, Integrated, UAT System Business Process Procedures Add Business Process - Conceptual Information Training Content Training Template - Business Process Procedures – Re-Record Process Deployment LMS, Player for ILT, Training Guides, In-Application Support, PS Related Content

UPK Training & Mentoring Developer Jumpstart Training UPK Installation and Technical Support UPK Testing Integration UPK Administration Training UPK and OATS Training UPK Development Standards & Training UPK Development Mentoring Challenge: Users with little or no experience with UPK and OATS

UPK Installation Installed and Configured UPK 11.1 Standard in a Multi-User Environment with Windows Authentication Installed Knowledge Center for In-Application Support tracking using anonymous user Change to a Architecture Picture

UPK Design and Standards UPK Demo Created Demo course to demonstrate the deployment options of the UPK Player Created UPK Developer Standards Created Developer Standards Guide and Trained Developers on Best Practices Outline Structure Play modes, Features and Options Questions and Assessments Documentation Output Branding Options

UPK Library Configuration Create folders and permissions Add authors and set permissions Create workflow states Import delivered content Set default options and export file for authors to import Build testing outline from testing matrix Build training outline from course outlines Created custom publishing category Customized documentation templates to align with Adventist Health System brand standards Use Pictures and talk it

UPK Appearance Created custom publishing category Customized documentation templates to reflect the corporate brand standards Use Pictures and talk it

UPK Testing Strategy Single Line Test Scripts in OATS Manage Detailed Test Scripts in UPK Only – Single Source and Truth Publish Try It!, Print It!, and Test It! Mode Test It! Mode for Test Execution More Intuitive Test Execution Interface Can Record Pass/Fail/Comments Test Summary Attachment Test It! Produces a Test Summary Document Easily Attach Screen Shots as Proof of Test Update OATS Pass/Fail and Issues Use Pictures and talk it

UPK Testing Strategy Import Tests with Link Publish Test It! Use Pictures and talk it

UPK Testing Single Line Test Scripts in OATS Create Content in Developer Published UPK Testing Library Oracle Application Testing Suite Test Matrix Test It! Player Execute Test Challenge: OATS Delivery Delayed Explain Single Line Test Scripts in OATS Imported Test Script Matrix into OATS with link to UPK Test Library Rapidly Created Test Scripts in UPK Developer Manage Detailed Test Scripts in UPK Only – Single Source to Maintain Published Try It, Print It! and Test It! Mode Test It! Mode for Test Execution More Intuitive Test Execution Interface Can Record Pass/Fail/Comments – Create Bug Report Test Summary Attachment Test It! Produces a Test Summary Document Easily Attach Screen Shots as Proof of Test Update OATS Single line Test as Pass/Fail and Create Issues Test Manager Test Summary

Curriculum Build Build continued during environment delay Incorporated test scripts into UPK course outlines Recorded topics using other environments Built concept pages capturing key business process information Incorporated the business process information Explanations Images and attachments Business flows Allowed for peer reviews to proceed Used the re-record process to rapidly update content to align with brand standards Challenge: Training Environment and Portal Delayed

UPK Training Deployment Training courses deployed through LMS Training outlines published to knowledge center for on-demand self-paced learning Utilized training outline for in-application support with PeopleSoft help Deployment Pictures

UPK Deployment Solution Utilized UPK for on-line and instructor-led training Used the See It! and Try It! Live exercises Selectively used Know It? mode In-application support Context sensitive help Do It! and Print It! Deployment Pictures

Key Benefits Time to delivery Maintenance Content Accuracy Time saved by leveraging pre-built UPK content Resources new to UPK were able to record and validate accurate transactional test scripts Training development was reduced by utilizing recorded test scripts Maintenance Test Scripts, business process and training managed in Knowledge Library Content Accuracy Transaction accuracy validated during the testing phase are brought forward for training Deployment Pictures

Success with UPK Success begins with planning A strong foundation is paramount Develop a strategy through deployment and beyond Treat UPK as an implementation accelerator Robust training lifecycle tool – reap the benefits! Get expert help early in the project Benefit from their experience Avoid high cost of delays Challenge: Training Environment and Portal Delayed

Questions? Challenge: Training Environment and Portal Delayed