mobile performance support at belgian railways: future on-the-job-help, learning and certification

Learning and knowledge management using SAP Workforce Performance Builderat Belgian Railways

Bart Verplanken Change Management Competence Center Lead

October 13, 2014 – Bonn (D)

About Belgian Railways

Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

223.0 M

Domestictravellers

9.4 M International

travellers

550Stations

and stops

3,700Trains

on weekdays

About Belgian RailwaysBELGIAN FEDERAL

STATE

Provide a Train

Offering

Supply Info to

Customers

Secure Services

in Stations and Stops

Ensure Quality of Service

Provide Security

Maintain Rolling stock

Provisioning of rail

infrastructure


Belgian Railways - Challenges

Increase Quality Higher availability & better reliability of rolling stock.

Increase Efficiency Manage the ever increasing number of carriages in use.

Next gen Organisation

Continuous improvement, Project management, Answers to upcoming passenger market liberalisation.

Customer satisfaction is directly related to the quality of service (e.g. Punctuality)


Our current landscape of the SAP End User Knowledge Base

Access

Library Management

• Disclosed through dedicated website• Process-based taxonomy

• Centrally managed classification and document management• Extended ECM by OpenText

Proprietary LMS

• All learning content mapped to business roles• Role assignment triggers activation of learning objects


Out of date contentHigh degree of variation in

up-to-dateness of documents

Distance between action and contentPhysical, visual and psychological breakbetween where process steps take place and where the help is found.

Tooling problems-Win7 issues in current toolset-Stability issues when post editing legacy content-Poor usability overall and particularly in catching scores

Taking an elephant gun on a sniper missionMass delivery of undiscriminating content rather than context sensitive help. Less is more.

Not leveraging self learning

Oversized volumesBig documents scare the readers.

The truth is out there. Good luck finding it.

Content ownership-Document size inhibits content maintenance

-Original (external) authors no longer in-house

There’s authors and AuthorsProcess or functional experts that do the writing

often lack author skills

Knowledge cycle out of sync with release cycleSeparate communication on “what’s new” is not finding its way into the original documentation.

Relatively low share of self-learning content for an audience that is increasingly IT savvy

Audience about to burstSoon serving 20,000. Proliferation of portal apps, manager & employee self service, touch enabled devices in workshops, mobile platforms for train personnel,..


Tool goal

The Consumer

The Contributor

The Librarian

End Goal

“Self-Reliance” “Governance”

“Usability”“Pertinence”

“Acceleration”

Productivity

“Commonality”


Pertinent informationdelivered when I need itwhere I can apply it directlyin a form that suits the purpose.

Pull (I decide)- Help me now, I’m stuck.- I’d like to know about…

Push (someone else decides)- Look out! Something’s new.- Look out! Avoid this mistake.- Look out! There’s a deadline.- Did you know this?

Provide the answer in the same

environment as where the question arose. Guide me to

the solution if possible

Today I need a Quickguide, tomorrow I may need the operating procedure, then I may need a guided help, an e-learning, or a training manual in a classroom

Process or technical knowlegde relevant for me, my business roles

and the level of authorisation I have

within the process or certain process steps

The Content Consumer’s View


Material is quick to createeasy to updateeasy to re-usewith focus on content rather than form

Recording capabilities, accellerators, templates, translation workflows

Opportunities to separate process and technical expertise from didactical post- editing teams

Re-recording. Updating small

atoms rather than rewriting

large documents

Use someone else’s content as

part of my own

The Contributor’s View


Material is ownedup-to-dategovernedconnected multi-channel disseminated

Atomic content elements assigned

to an owner

PC, kiosk, tablet, BYOD, …

Standards and processes are

centrally managed & supported

Documenting becomes a culture, not

a chore

The Content Librarian’s View

Content packages are modular and based on up-to-date recombined

atoms-Content is role and process aware (BPM)-Knowledge acquisition is traceable and workflow enabled


SAP Workforce Performance Builder (WPB)pivotal in realising the vision

Here’s where the library is built and maintained.

These are the authoring components

Connections to other components in the enterprise architecture

Content is consumed from this end

This component runs on the end user’s PC to detect what task is in the foreground in order to offer context sensitive help

1st out: user documentation and learning on next gen mobile device for train personnel

Use cases

Scanning/validating a smart travel card

Validating home printed tickets

Consulting timetables -

My work schedule, manuals, instructions, e-learning -

Conducting credit/debit card payments -

Executing train departure procedures

Keying in data for the operational reporting -

main backup


Use case e-learning on Mobile

e.g. Dealing with an aggressive passengerPart I: Legal aspectsPart II: Mastering a situationPart III: Help at handPart IV: Create a report on device+ TEST

AuthorWPB Producer

Create

PublishWPB Manager

Addin the LMS (SAP LSO)

Learning catalogue

Copy

Send content files to WiFi connected devices

3500

ActivateContent is activated for dedicated population


Use case e-learning on Mobile

Copy

Employee runs the

content

• Started• Progress• Completed• Test result

(Pass/fail)

Managein the LMS (SAP LSO)

Learning catalogue

Future Integration-Qualifications Management-(Re-)Certification

+ Other Business Units

Device independent-No status loss when swapping device.-Start on mobile, finish on PC.


mobile performance support at belgian railways: future on-the-job-help, learning and certification

Documents

date recombinedatomscontent

project management

belgian railways223

user documentation

context sensitive help

managed classification

stationsand stops3

based onup