graybar super user program
TRANSCRIPT
Graybar: Organizing Your Super User Program
Larry Labedz and Fred Asher
Learning Points
How to define and select Super Users in a diverse environment
Super Users’ roles within the project
Obtaining Management support for the program
Solutions for training Super Users
Who is
Graybar?
Leading distributor of electrical, telecommunication,
and networking products
Graybar Company Profile
Graybar Company Profile
Employee owned
Fortune 500 Corporationbased in St. Louis
Serving North American markets since 1869
Graybar Company Profile
• Elisha Gray, an inventor, and Enos Barton, an entrepreneur, founded Gray & Barton in Cleveland in 1869
• In 1872, this partnership became Western Electric Company
• Western Electric became the exclusive manufacturer of the telephone equipment for the Bell System and by the early 1900s, grew to be one of the largest manufacturing concerns in the world
Graybar Company Profile• Western Electric also managed a
thriving electrical distribution business, furnishing its customers with non-telephone products made by other manufacturers.
• This electrical distribution business was spun off from Western Electric and organized into a separate company, Graybar Electric Company, Inc., in 1925.
• Graybar employees bought their company in 1929.
• The corporate headquarters moved from the Graybar Building in New York City to St. Louis in 1982.
Graybar Company Profile - Today
$4.08 Billion Sales $500 Million Inventory 250 Locations 7400 Employees
Graybar Company Profile - Today
Millions of SKUs
Thousands of Material Vendors
Thousands of Purchase Orders per day
Hundred Thousands Customers
Orders, Price, & Availability Checks
number in the thousands per day
Enterprise Management
Strategic Enterprise Management
Management Accounting
Financial Accounting
Corporate Governance
Financial Supply Chain Management
Business Analytics
Consumer Consumer Relations Consumer Promotions Media & Advertising
Customer Account Analytics Account Management Trade Promotion Management Customer Service
Product Program Management
New Product Development
CollaborationRecipe
ManagementQuality
ManagementProduct Safety
Marketing Market Research & Analysis Brand Management Product Management Category Management
Sales Sales Cycle Management Multi-Channel-Sales Full Service Vending Sales Force Management
Sourcing & Procurement
Strategic Sourcing Operational Procurement Supplier Collaboration
Supply Chain Planning
Strategic Planning & Monitoring
Demand & Supply Planning
Production Planning & Scheduling
Distribution Planning Transportation Planning
Supply Chain Execution
ManufacturingWarehouse
ManagementDirect Store Delivery
Foreign Trade & Legal Services
Business Support
Incentive & Commission Management
Fixed Asset Management
Employee Life-Cycle Management
Employee Transaction Management
HCM Service Delivery
Consumer Insight
Order Fulfillment & Transportation
Travel Management
Graybar’s SAP Implementation
ToVendors
ToProviders
Auth. Data
GUI Data
Output Mgmt, JobScheduling, Solution Mgr
R/3
APO BW
HRCRM
Enterprise Portal
End Users
CIF
ExtractorsExtractors
Extractors
Extractors
Auth. Data
GUI Data
Auth. Data
GUI Data
Auth. Data
GUI Data
Demand History
CIF (Cust Data) Org, FI Data
Cost, Profit Ctrs
EDIGentran
FileNet GraybarNet
ExternalInventory
PCM
TaxingAuthorities
OutputTech.
(Invoices)
Vertex Banks
BenefitsProviders
TaxPymtsInvoices
Materials
Materials
MaterialsSales, POsMaster Data
Movements Avail,Price
Cust,Material Data
To Customers
UpdatesPymts,BAI
Avail &PO Status
Avail &PO Status
Doc Data
Pymts,BAI
WMSWMS
TaxData
Pymts,BAI
Auth. Data
GUI Data
Materials
Std SAPNew Interfaces
Graybar’s SAP Implementation
Graybar Project -
“As a recipient of the 2003 InfoWorld 100 Award, Graybar’s ERP system was selected from a field of 160 entrants as “an outstanding example of enterprise innovation and IT leadership” by a panel of the magazine’s editors.
“As a recipient of the 2003 InfoWorld 100 Award, Graybar’s ERP system was selected from a field of 160 entrants as “an outstanding example of enterprise innovation and IT leadership” by a panel of the magazine’s editors.
GRAYBAR RECEIVES 2003 INFOWORLD 100 AWARD FOR TECHNOLOGY LEADERSHIP - ST. LOUIS, November 13, 2003
Outside Recognition
“The InformationWeek 500 identifies the best technology and business practices of companies that demonstrate patterns of technological, procedural, and organizational innovation.”
“The InformationWeek 500 identifies the best technology and business practices of companies that demonstrate patterns of technological, procedural, and organizational innovation.”
GRAYBAR IT INFRASTRUCTURE RECOGNIZED IN 2003
INFORMATIONWEEK 500 RANKING - ST. LOUIS, October 6, 2003
GRAYBAR IT INFRASTRUCTURE RECOGNIZED IN 2004
INFORMATIONWEEK 500 RANKING - ST. LOUIS, September 20, 2004
Defining and Selecting Super Users
in a Diverse Environment
How to define and select Super Users in a diverse environment
Defining a Super User is unique to your business There is no set definition of a Super User!
The Super User can function as a full time team member that participates in system design, testing, implementation, training and support.
The Super User can function as only a trainer. The Super User can function as a trainer and first line support
person.
Selection of your Super Users is dependent upon the Roles, Responsibilities, and Expectations you define.
What is a Super User?
understands the SAP-enabled business processes for a business unit or business process
helps support the project by assisting the project team with feedback
will be training end users in their area of expertise, and providing first level SAP support to their business areas during and after Go-Live
In SAP terms, the Super User is an individual that…
Super User Concept
Functional Teams
Subject Matter Expertise for Functional Processes and SAP Configuration
End Users
TrainingTeam
Educational Services Team
Program Design, Development, and Deployment
Super UsersSuper Users
Train-the-Trainer Approach
End User Training, Feedback, and Evaluation
Change Mgmt. Team
Super User Training and Preparation
* SAP R/3 knowledge and skills will be developed (or enhanced) through participation in PACE activities.
Qualities of a Super User
SU
Understanding of Graybar’s business
direction, organization and
culture
Excellent working knowledge within a sub-process/
functional area
Well-respected within his/her organization: a “go-
to” person
Aptitude and enthusiasm for learning and for teaching
others
Good PC computing skills
Advocate for change
initiatives
Good communication
and presentation skills
Excellent teamwork skills
Flexible—quickly
learns and adjusts to changes
1. Excellent verbal communication and presentation skills
Selection Criteria:
Qualifications/Knowledge/Skills
2. Viewed as department SAP champion and supporter
3. Positive attitude/team player
4. Knowledge of office productivity tools (e.g., Microsoft Office, etc.) and strong computer skills in general
5. Aptitude for learning computer applications
6. Strong business process knowledge
1. Understand transactions in their SAP area
Selection Criteria - Responsibilities
2. Handle/resolve SAP transaction questions from co-workers
4. Communicate the benefits of SAP to others in department
3. Maintain a positive attitude about the SAP R/3 system
5. Describe the process changes
6. Experience from an end user perspective
7. Participate in Operational Blueprinting and Realization
8. Train end users prior to Go-Live
9. Provide on-going support post Go-Live
Super Users’ Roles within the Project
Establish the Super Users’ roles within the project as part of your strategy
Make sure those roles are defined and explained to the Super Users at the beginning of their training program
Super Users’ Roles within the Project
Trainers
Change Agents
Go-Live Support Persons
Super Users as Trainers
District Training Program:
Scheduled approximately 240 Instructor-Led classes in each district
Each Super User taught from one to five different courses
Classroom “in a box”
Super Users as Trainers
Each Super User taught from one to five different courses.
Taught courses within their SAP roles
Assisted other Super Users
One-on-One mentors
Super Users as Trainers
Classroom in a box
250 Locations to train
Developing a transportable classroom
Use of laptops
Super Users as Change Agents
Local level change advocates for the SAP system implementation.
What do we mean by “change advocate”?
Commitment to the cause.
Positive attitude toward the system and co-workers
Active, two-way communications
Where do Super Users fit in the Change Management Effort?
Super Users are one of the critical components of the change management effort at the local level…
Graybar Branch
Branch Management – Overall Change Leadership at the location
Super Users –Critical Change Agents via their interactions
as instructors with fellow employees outside the classroom during Go-Live support responsibilities
Why are Super Users so key to the change effort? Their peers take a “read” on the change from Super Users
Why do employees look to Super Users? Because Super Users get training and experience with SAP in
advance of their colleagues
Super Users – Key Change Agents
Super Users in Go-Live Support
We utilized the Super Users as
First line support persons in their own districts
Follow up support in other districts following their own “Go-Live”
Calculating the Number of Super Users Required for Your Implementation
Ratio of End Users to Super Users
15:1 – The ratio we used at Graybar based on job titles and categories
Based on Super User responsibilities and roles. This ratio could be very low or very high depending on the complexity of the implementation
Be flexible in your numbers
Calculating the Number of Super Users Required for Your Implementation
Job Title (Instructions: Insert the total number of employees by job title by location. Please identify any unique job titles that are not listed on this matrix.)
CS
R
MC
S/S
CS
Quo
tatio
ns
Pro
ject
Spe
cial
ist
Sal
es R
ep.
Cou
nter
Sal
es
Tot
al E
mpl
oyee
s
Sup
er U
sers
Mat
eria
l Han
dler
Tru
ck D
river
War
ehou
se S
uper
/Ld.
Tot
al E
mpl
oyee
s
Sup
er U
sers
Fin
anci
al M
gr.
Fin
anci
al A
ss't
Stu
dent
Acc
ount
ant
Aud
itor
of D
isbu
rsem
ent
Tra
nsac
tion
Aud
itor
Col
lect
ion
Ass
't
Tot
al E
mpl
oyee
s
Sup
er U
ser
Bra
nch
Adm
inis
trat
ors
Mis
c. J
ob T
itles
Tot
al O
ther
Sup
er U
sers
0 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 00 0 0 0 0 0 0 0
TOTAL DISTRICT SUPER USERS
District Location and Employee Count Sales and MarketingTotal
Employee Count
OtherLogistics Finance
Keys to a Successful Go-Live
Super Users are key to the training and implementation because they are
KNOWLEDGEABLE: They know the business procedures.
RESPECTED: They can deliver training in their own language and their colleagues recognize them as knowledgeable.
ACCESSIBLE: Super Users provide over-the-shoulder support to their co-workers. The availability of this support is especially important during the initial days of SAP use.
Obtaining Management Support of the
Super User Program
Establishing Management Acceptance for the Super User Program
Preliminary contact within the business unit or organization
Organizational meeting with the business unit or organization management
Define the selection criteria for the Super Users
Finalizing your Super User group
Preliminary Contact within the Business Unit or Organization
Set up meeting with district
Set Up date a minimum of 10 weeks prior to the start date for Super User training.
Include all appropriate people in the meeting.
Super User Count Worksheet
Categorized by Functional Area and then by Job Titles
Number of Super Users per area and location
Organizational Meeting with the District Management
One day meeting held at district office
Approximately six hours
Explanation of the concept of Super Users
Training responsibilities and scheduling
Associated Tasks for the conversion
Obtaining Management Support of the Super User Program
Work closely with the business unit management team and let them decide who their Super Users will be
The Super Users should be the best people in the business unit
Interaction with Corporate Executives
Finalizing the Group of Super Users
Determined by the district, with our guidance.
List of Super Users was approved by the district.
District assigned the courses each Super User was to teach, with our guidance.
Expected Benefits of Management Support
Smoother implementation because you have well-trained end users.
First line support during the implementation allows for continuous flow of business.
Direction is established prior to implementation.
Solutions for
Training the
Super Users
Solutions for Training the Super Users
The training exposure required by the Super User is defined by the Responsibilities and Roles you expect the Super User to perform
There are many alternative ways to training your Super Users SAP Functional Classes held at SAP training facilities
In-house training programs presented by SAP trainers
In-house Train-the-Trainer programs focused on your unique situation
SAP Training Solutions
SAP Functional Classes held at SAP training facilities
In-house training programs presented by SAP trainers
These courses are usually arranged at the beginning of the project. As a resource on scheduling this training, contact your SAP Educational Account Manager.
Super Users Training Program
Four Week Program consisting of:
Study at Home Location
Intense System Study in St. Louis
On-the-Job Exposure at a live district location
Super Users Training Program
Study at Home Location
Welcome to the program
Introduce road map that will be used for the development of the Super Users
Provide a basic understanding of roles, responsibilities and timelines
Super Users Training Program
Intense System Study in St. Louis
Regimented curriculum based on courses
Training on the system processes
Train-the-Trainer – Presentation Skills course
Interaction with Graybar executives
Super Users Training Program
On-the-Job Exposure at a live district location
Opportunity to see the production system
Work with other Super Users to hone skills
What to expect at Go-Live
Super Users receive the following Change Agent preparation:
A mini Change Workshop Occurs during the first day of their two-week training cycle. An opportunity to discuss what a change advocate is, the importance of
their influence, steps to take in next 30 days. Also covered is the “commitment” path they and their colleagues must follow
Toolkit A quick, general education about the SAP implementation A reference to support effective change agent behavior
Super User Preparation for their Change Agent Role
The Commitment Curve
OwnershipIndividuals make the change their own. Changes become the way work is done now—
the new status quo
STAGES FOR BUILDING PERSONAL
COMMITMENT TO CHANGE
T I M EStatus Quo Vision
CO
MM
ITM
EN
THigh
(Involvement)
Low(Awareness)
AwarenessIndividuals are aware of
basic scope and concepts of initiative
General UnderstandingIndividuals understand impacts to the organization & their functional
area
Personal UnderstandingIndividuals understand impacts and
benefits to them personally
AcceptanceIndividuals are willing to work
with and implement changes and are ready to acquire the skills to
adopt
AdoptionIndividuals are actively participating in the initiative and are acquiring the
skills necessary for changeGoal is for employees to get here
before training begins
Return on Investment
Graybar implemented SAP in approximately 250 locations in 21 months
Trained 7400 users
Completed training $50, 000 under budget
Leading Practice
In establishing your Super User program make sure you plan out the entire strategy prior to taking the program to management
Establish management ownership of the program
Assess your Super User program throughout the training cycle(s)
Key Learning Points
Defining Your Super Users1. Start early to establish the program with your organization2. Select your Super Users by specific criteria3. Create a training program that empowers the Super Users
Super Users’ Roles Within the Project1. Establish the Super Users’ roles within the project as part of your strategy2. Define and explain those roles to the Super Users at the beginning of their
training program3. Follow through on your program regardless of the hurdles or obstacles you need
to jump
Obtaining Management Support of the Super User Program1. Establish their ownership of the program2. Work closely with the management team to select Super Users3. Track your results and report those results to management
Solutions for Training the Super Users 1. Create a training program that empowers the Super Users2. Make sure the training you provide the Super Users matches their involvement in
the project3. Don’t be afraid to adjust as you go, from the course materials through the
structure to your Super User program
Questions or Comments?
Questions
