accelerate your user adoption

Public

Accelerate your user adoptionLiz Dwyer, SAP Education South East Asia

September, 2015

© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Public

Adoption


Project Success Rate

Sources Cushing Anderson, Knowledge Leakage: The destructive impact of failing to train on ERP projects

High

High

Investm

en

ts

Some things never change…


Some Research Evidence

Untrained or undertrained desktop users will cost 5x more to support than a well trained worker

Untrained users can take three

to six times longer than

trained users to complete the same amount

of work

A company will lose 10-30% of

collective knowledge a year

Example - 46%of support calls actually addressed training issue - $35

per callExample - 80% of calls per

month addressing user ‘how to’

issues

Fewer than 1 in 8 problems referred to help desk at all

Example - 5 top issues made up nearly 40%of calls


Enablement – not just training


Enablement principles

Time

1. Understand where you are now and

what you are trying to do



2. Fill the gaps – with process,

technology and people



3. Aim it right


Our proven methodology

Preparation

Who needs

enablement?

What for?

How is it best

provided?

Plan Build Run

Development

Build the materials

Test and pilot

Deployment

Deliver training

Publish self-learning

materials

Establish long-term

support

Solution adoption governance


Project

Preparation

Project Timeline

Business

Blueprint

Go-live and

Support

Final

PreparationRealisation Self-sufficiency

Enablement Strategy

Enablement Needs Analysis

Project team requirements

Super user requirements

End user requirements

CCoE / Support team requirements

Enablement delivery activities

Enablement management activities

Enablement during implementation


Enablement after go-live: The learning organization

Innovation

First Level Support

Higher Level Support

Central

support

function

Super users

User generated

contentSocial

learning Knowledge

moderator

Formal

learning

Monito

ring a

nd

Analy

tics

Content Repository


The SAP Education solution


Key takeaways

• User adoption is vital to organizational success

• Focus on enablement, not on training

• Plan, then Build, then Run

• Enablement is key to your implementation project, but vital for long-term success too

• There is nothing so useless as doing well that which ought not to be done at all