oracle’s end user training and implementation solution: oracle user productivity kit & oracle...

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Oracle’s End User Training and Implementation Solution: Oracle User Productivity Kit & Oracle TutorPresenterTitle

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making a purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Why Sell UPK?Important Issue to Customers Represents Large Opportunity

• Significant problem that customers are trying to solve• High historical enterprise application deployment failure rates associated with ERP

implementation hurdles• “76% of end users have failing or sub-standard understanding of new systems”

(Source: AMR Research, 2005)• “End user adoption is the #1 reason for failed implementations” (Source: Meta Group,

2003)

• Significant customer base demonstrates the products’ success within Oracle Applications

• 2,000+ Oracle Applications customers use the UPK product

• Large Market Opportunity• Significant part of Oracle customer base yet to be penetrated

Oracle UPK Customer Base By Applications

EBS PSFTJDE E1 &

World SEBL Hyperion Agile Demantra G-Log GBU's Total

UPK Customers 986 669 275 41 2 3 9 7 9 2,005

Est. Install Base 11,000 3,500 4,000 4,000 6,500 900 200 220 Thousands 30,320+

% of Install Base < 9% < 19% < 7% < 1% 0% 0% < 5% < 3% < 1% < 7%

4

Best Practice for Positioning UPK• New License Opportunities

• “Attach” UPK to New License Opportunities

• Position UPK early in Sales Cycle

• Make User Adoption a distinct component of sales cycles

• Call it out as an agenda point in your presentations

• Leverage UPK as competitive differentiator

• Enhance overall ROI of proposal

• Stand-Alone UPK Opportunities• Target Customers with a Compelling Event

• Position UPK to reduce cost, effort and risk

• Position UPK to reduce end-user training & support cost

• Improve End User Productivity

• Understand the Software Lifecycle message• Supports the Entire Project

• Perpetual Benefit

5

Pricing UPK Pro

• UPK Developers: $17,500• UPK Named Users*: $60 per user• UPK Employee User*: $30 per employee

• UPK Professional Developers: $25,000• UPK Professional Named Users*: $80 per user• UPK Professional EmployeeUser*: $40 per employee

• Named user is a subset of employee population• Employee user is a count of the entire employee population

Agenda

• Enterprise Application Implementation Challenges

• Oracle’s Strategy: Accelerate End User Adoption

• Be Productive Day One!

• Results Achieved by Oracle Customers

Today’s Downturn: Uncertainty or Opportunity?

“… most companies limit themselves by lowering their expectations and implementing defensive measures aimed at cost –cutting.”

“For ambitious, forward-looking companies, however, a downturn represents not a threat but an opportunity.”

*Source: Winning in a Downturn, Boston Consulting Group, Fall 2008

Pyramid of Ambition*

Survive the Downturn

Maintain Growth and Profitability

Make Strategic Maneuvers

Attack and Win

Fact: 34% of companies worldwide are introducing new products and services to gain market share from weakened competitors.

Source: McKinsey Global Survey, November 2008

Copyright © 2009 Oracle. All rights reserved.

High-Impact Strategies


Enterprise Application Implementation Objectives

• Automate Key Processes• Implementing New Functionality• Improve Flexibility• Improve Response Time• Gain Competitive Edge• Improve Management Reporting• Optimize Business Performance

• Increase Productivity

Key Employee Question:

“How do I do my job using these new Applications?”

End User Adoption is #1 Implementation Problem

“End user adoption is the #1 reason for failed implementations”Source: AMR Research, 2005

Source: TechRepublic Survey

C-Level Suite

Project Team

Training

CIO

CFO

CEO

Executive Sponsor

Project Team Lead

Director of Training

VP of Learning

CLO

The Role, The Responsibility, The Agenda

Project Influencers

System Integrators

COMPLIANCEMAXIMIZE ROI

PROFICIENCYRISK MITIGATION

USER ADOPTION

KNOWLEDGE TRANSFER

Non-standard knowledge

platform

User efficiency of enterprise apps

Fast ROI on enterprise

applications

Organizational, business process & transactional system documentation

Travel Restrictions due

to cost containment

Fluid workforce due to M&A or workforce reduction

Lack of training budget & resources

User Adoption Challenges In Today’s Economy

Disparate communications & workforce


The OpportunityThe OpportunityThe OpportunityThe Opportunity

End User Adoption Ensure Success of Enterprise Applications & Be Productive Day One

The ValueThe ValueThe ValueThe ValueThe StrategyThe StrategyThe StrategyThe Strategy

Oracle User Productivity Kit & Tutor

The end user training and implementation solution

Reduce costs and maximize ROI

Manage and mitigate risk

Drive user adoption and increase productivity • Standardized knowledge

transfer for Oracle and non-Oracle applications

• Easily capture organizational knowledge

• Targeted knowledge deployment

•Reduce training, documentation, and ongoing performance support costs

AP Supvr

Determine whethernonstandard paymentterms requested. (11)

Supplierrequests

nonstandardpayment termsunfavorable to

company?

VP Finance

Evaluate request fornonstandard paymentterms. (12)

VP Finance

Forward SupplierMaintenance form toAP Clerk. (13)

AP Supvr


AP Clerk

Add or correct info insupplier database. (15)

> Suppliers> Submit Request:

Suppliers Report

AP Clerk

Notify Requester thatsupplier has beenadded to database.(16)

Supplier hasbeen placed on

hold?

AP Clerk

File supplier filemaintenancedocumentation. (17)

End

A

B

A

A

Y

N

N

Y


• Increase business efficiency

Reduce time to competency

Reduce content development time

Gain efficiency by standardizing on a single platform for learning

Reduce travel expenses while training employees

Do More with Less!

Retain knowledge through workforce fluctuation


Agenda





End User Adoption Is Key to Value Realization

Source: Neochange

Effective user adoption is the primary determinant of the success of a project implementation

Trained Users are Five Times More Productive

Changing company

environment

Lack of adoption in

existing apps

New rollout or upgrade

Non-standard content creation

method 5x

Accelerate End-User Adoption with Complete Enterprise Solution

Oracle User Productivity Kit

CRMERP BI CRM FIN SCM HCM

Learning Path

Learning Management

Content Authoring

Oracle Offers Complete User Adoption Solution

Activation MediationOracle eLearning

Oracle iLearning

Comprehensive Content Authoring

Business Process Doc.

System Process Doc.

(UPK) User Productivity

Kit

Oracle Tutor

Pre-builtContent

Learning Path / Content Configuration

OracleApplications

Learning Management System

Requirement Oracle Capability The Oracle Difference

Reduce costs Reduce costs associated with software associated with software

implementationsimplementations

Rapid content creation Rapid content creation reduces content reduces content

development time and development time and costcost

Accelerated deployment Accelerated deployment with pre-built contentwith pre-built content

Accelerate ROI and Accelerate ROI and mitigate risk through all mitigate risk through all

phases of project phases of project lifecyclelifecycle

Single recording session Single recording session produces multiple assets produces multiple assets

for projectfor project

Faster recovery of upfront Faster recovery of upfront investment through investment through

accelerated adoptionaccelerated adoption

Drive user adoption and Drive user adoption and productivityproductivity

Multiple learning methods Multiple learning methods to address to address

intergenerational diversityintergenerational diversity

Reduced risk with single Reduced risk with single training platform for Oracle training platform for Oracle

and non-Oracle and non-Oracle applicationsapplications

Oracle’s User Adoption SolutionBe Productive Day One!

Agenda





Providing Value Throughout the Project LifecycleBe Productive Day ONE!

Oracle Tutor• Create, audit, and maintain business

process documentation (current & future state)

• Build and deploy role-based desk manuals, providing employees with the information they need to do their jobs

• Support regulatory compliance efforts (SOX, ISO9000, FDA, etc.)

• Integrate with Oracle User Productivity Kit to provide comprehensive content authoring and end user adoption solution

• Easy-to-use Microsoft Word based application

The People to People Documentation

Many Ways to Access Content

All Processes > Top Level

Start

Process

Procure to Pay. (1)

Process

Campaign to Cash. (2)

Process

Contract to Renewal.(3)

Process

People to Paycheck.(4)

Process

Project to Profit. (5)

Process

Period End Close toFinancial Reports. (6)

Process

Author to Publish TutorDocuments. (7)

End

Process Flows

Process > Procure to Pay

All Processes

Start

Sub Process

Analyze to Agreement(1)

Sub Process

Requisition to Receipt(2)

Sub Process

Inspection toDisposition (3)

Materialpasses inspection?

Supplier will beproviding

replacement?

Sub Process

Supplier Return to Debit(4)

Sub Process

Supplier Return toReplacement (5)

Sub Process

Supplier Invoice toPayment (6)

EndA

A

N

Y

N

Y

Sub Process > Analyze to Agreement

Process > Procure toPay

Start

Procedure

Material RequirementsPlanning (1)

Procedure

Selecting Supplier (2)

Procedure

Evaluating SupplierPerformance (3)

Procedure

Adding Suppliers (4)

Procedure

Changing Supplier Data(5)

Procedure

Adding Suppliers toApproved Supplier List(6)

Procedure

Changing ApprovedSupplier List Item Data(7)

Procedure

Deleting Suppliers fromApproved Supplier List(8)

End

Sub Process >Requisition to Receipt

Procedures Linked to Transaction Recordings

Adding Suppliers

Selecting a Supplier

Start

Requester

Complete a SupplierMaintenance form. (1)Forward form to APSupvr. (2)

AP Supvr

Verify that all requiredsupplier info iscomplete. (3)

Paperwork iscomplete?

AP Supvr

Request missing info.(4)

> Submit Request: TaxVerificationInformation Letter

AP Supvr

Record info on SupplierMaintenance form. (5)

AP Supvr

Determine whethernonstandard paymentterms requested. (6)

Supplierrequests

nonstandardpayment termsunfavorable to

company?

AP Supvr

Evaluate request fornonstandard paymentterms. (7)

Requestrequires further

review?

AP Supvr

Deliver SupplierMaintenance form toVP Finance. (8)

VP Finance

Evaluate request fornonstandard paymentterms. (9)Forward SupplierMaintenance form toAP Clerk. (10)

AP Supvr


AP Clerk

Add or correct info insupplier database. (12)

> Suppliers> Submit Request:

Suppliers Report

Supplier info iscorrectly entered in

system?

AP Clerk

Notify Requester thatsupplier has beenadded to database.(13)

Supplier hasbeen placed on

hold?

AP Clerk

File supplier filemaintenancedocumentation. (14)

End

AP Clerk

Retain suppliermaintenancedocumentation insupplier maintenancepending file. (15)

End

A

B

B

A

B

N

Y

Y

N

Y

N

Y

N

N

Y

Links to UPK recordings interactively describing

what the user needs to do within the application

Oracle User Productivity Kit

The People to System Documentation

• Create and deploy multiple assets for a project rollout or upgrade - all through a single authoring session

• Maintain up-to-date, interactive web based, transactional training, user acceptance test scripts, classroom training materials (both Student and Instructor guides)

• Provide pre & post-go-live performance support

• Integrate with Oracle Tutor to wrap system training in the context of an organization’s business processes and procedures

• Easy-to-use application for project team members – no coding required!

• Supports all Oracle and non-Oracle applications

Once

Oracle User Productivity KitSingle Recording – Multiple Outputs

Record

Reduce Content Development Time

Reduce Documentation Content Development Time by 75% • 2 to 3 days – Average time to create one transaction • 4 to 6 hours – Average time with Oracle UPK

Reduce Classroom Content Development • 34:1 – Average classroom material creation time*• 8:1 – Average time with Oracle UPK

Reduce Online Content Development• 220:1 – Average online training material creation time**• 8:1 – Average time with Oracle UPK

*Chapman, B/Brandon Hall – LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management Systems**Chapman, B/Brandon Hall – PowerPoint to E-Learning Development Tools: Comparative Analysis of 20 Leading Systems

UPK Paper Documents

5 document types from a single source

Simulation Experience: Learn by WatchingSimulation Experience: Learn by Watching

See It! Mode

Simulation Experience: Learn by PracticingSimulation Experience: Learn by Practicing

Try It! Mode

Assessment Experience: Learn by DoingAssessment Experience: Learn by Doing

Know It! Mode

Do It! Mode

Live Experience: Learn by Reinforcement Live Experience: Learn by Reinforcement

Sits on top of live application

Print It! Mode

Reading Experience: Learn by DocumentationReading Experience: Learn by Documentation

UPK Usage Tracking

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UPK Offers Large Library of Prebuilt Content for Oracle’s Applications

• UPK Content for EBS R12

• UPK Content for PSFT Enterprise (content for 8.8, 8.9, and 9.0)

• UPK Content for JDE Enterprise One (8.9, 8.11, 8.12)

• UPK Content for JDE World (A9.1)

• UPK Content for Siebel (8.0.0.2)

• Tutor Content for AppsUnlimited• Hundreds of model business flows, policies and

procedures covering Financials, Human Resources, Projects, Manufacturing, Order Management, Inventory, Sales and more

Business Flow

Procedure

TransactionSimulation

Knowledge Pathways• Store project assets in a central

repository to keep stakeholders abreast of project status

• Compile and deliver courses from UPK and Tutor content as well as other assets based on user role or business need

• Assess users on conceptual and transactional knowledge

• Track content access and measure end user readiness

• Create AICC or SCORM compliant courses that can easily be integrated with any standards based Learning Management System

The Knowledge Portal for Projects

Knowledge Pathways

The Knowledge Portal for Projects

Designer, Manager, and Player modulesDesigner, Manager, and Player modules

Oracle UPK Professional

Develop and Deliver Content

Manage and Deploy Training

Measure Organizational Readiness

Oracle User Productivity

Kit

Knowledge Pathways

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Customers who purchased UPK will then develop many, many UPK recordings over time. This increases the need to create courses that include a multitude of recordings, as well as other corporate assets like ppt, doc, swf files.

UPK ProFilling a gap between content and its use

Knowledge Portal

Existing Content

Content AggregationContent Aggregation

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When to Position UPK Pro

• A deployment mechanism for content (any content, not just UPK)

• To create knowledge paths for users• A quick way to provide content for a project team and end

users• To assess knowledge on conceptual topics

• Multiple Choice• True/False• Matching• Multiple Select

• Reporting capabilities on content (usage, assessment scores, hours spent, etc..)

• A course builder to work with their enterprise LMS

Customer Needs:Customer Needs:

45

UPK Pro: Knowledge Pathways

Designer: create courses

Manager: manage server & users

Knowledge Portal: deploy to end users

Design Manage Deploy

• English, US English• French, European• German, European• Japanese, Japan• Spanish, European

• Chinese, Simplified• Chinese, Traditional• Danish, Denmark• Dutch, Netherlands• Finnish• French, Canadian• Hungarian• Italian, European• Korean• Norwegian, Bokmal• Polish• Portuguese, Brazil• Russian• Spanish, Mexican• Swedish, Sweden• Turkish

• Chinese• Dutch• English• French• German• Hungarian• Italian• Japanese• Polish• Portuguese• Russian• Spanish

*Oracle UPK 3.1 introduced several features that allow customers to easily and efficiently create content in languages not listed above.

Supported LanguagesOracle UPK and Knowledge Pathways

UPK Tier 1UPK Tier 1UPK Tier 1UPK Tier 1 UPK Tier 2UPK Tier 2UPK Tier 2UPK Tier 2 Knowledge PathwaysKnowledge PathwaysKnowledge PathwaysKnowledge Pathways

• English (US) • French Canadian• Simplified Chinese• Traditional Chinese • Korean• Japanese

• Brazilian Portuguese• Danish • Dutch • French• German • Spanish Latin American• Spanish• Italian• Russian• Swedish

• Greek • Norwegian • Polish • Portuguese • Romanian

Full Support - Author and Publisher have been tested with this language; Author user interface has been translated

Verified Support – Language has been defined in our tables and/or customers are using this language

Non-verified Support - Language is similar to other supported languages; has not been defined in tables & software has not been tested

Supported LanguagesOracle Tutor

Full SupportFull SupportFull SupportFull Support Verified SupportVerified SupportVerified SupportVerified Support Non-verified SupportNon-verified SupportNon-verified SupportNon-verified Support

Clearly Different

Only Oracle can deliver ALL of the following:

A single platform for interactive training and just-in-time support for the enterprise

Editing accelerators for Oracle and other applications

Collaborative content development via a multi-user authoring environment

Accelerate translation of content into multiple languages

Agenda





Successful Deployments Across Verticals

Healthcare & Pharmaceutical

Manufacturing & Processing

Financial Communications

Retail & Services Public Sector

SAP Customers

How does SAP fit into an Oracle strategy?

• SAP is one of Oracle’s largest partners• Database powers well over 50% SAP’s

customers

• Siebel, Hyperion, Agile, Retek, iFlex Demantra, Glog, and AIA co-exist with SAP

• UPK technology will continue to be supported for non-Oracle applications including SAP and Microsoft

• Enabling customers to deploy a single solution for their entire portfolio of applications, Oracle and non-Oracle


Medtronic: Consistent End User Training Across Applications

Challenges

• A biomedical device company with diverse and customized enterprise applications

• Lack of standardized tools for training• Manually maintained context sensitive help• Desire to move from transactional to business role context• Needed to repurpose content for multiple delivery formats• Inability to efficiently deliver in multiple languages

Solution • Personal Navigator & Knowledge Pathways (now UPK Pro)

Business Results

• Uniform management and distribution of role based training• Tests and tracks user competency prior to production system access• Globally integrated education system• Content leveraged and maintained in multiple languages

Silicon Image: Increased Efficiencies, User Adoption and User Productivity

Challenges

• An integrated circuit company • Simplify instructional design and end-user training development and

deployment• Provide web-based, user-friendly materials for employee training• Ensure that materials are easily maintained for upgrades and changes to

process• Increase user adoption of Oracle E-Business Suite applications

Solution • Oracle User Productivity Kit (UPK) and Oracle Tutor

Business Results

• Streamlined delivery of a broad range of user education and support materials from a single source

• Eliminated maintenance of multiple training documents• Enhanced user productivity and reduced IT support costs• Achieved dramatic efficiency gains of 80% to 90% in document

preparation

AAI Corporation: Increased Efficiencies, Faster Adoption

Challenges

• Process Reengineering as a part of the Applications Implementation• Implementation – User Adoption (Tutor – pre PeopleSoft acquisition)• Applications Upgrade Project – User Adoption (added UPK – post

PeopleSoft acquisition)• Turnover due to Baby Boomer’s retiring

Solution • Oracle User Productivity Kit (UPK) & Oracle Tutor

Business Results

• Writing procedures 75% faster due to standard formatting and the simple, Word based, software tools

• Tutor’s text and graphical flowchart make it easier for employees to quickly understand AAI’s business practices

• UPK is adding an additional dimension, an interactive on-demand applications training solution linked to the business procedures

<Insert Picture Here>Berlin Packaging, Inc.

Steve Canter Chief Information Officer

“Compared to our previous methods,

Oracle User Productivity Kit has

helped us reduce the costs of creating and delivering IT

systems training by more than 75%.

And with Tutor, we anticipate even

better ROI”

Steven Canter, CIO

Berlin Packaging Lowered Training Costs by 70%Traditional With UPK

Outside Personnel Used 2 Training Consultants 1 Temporary Intern

Outside Training Used 30 Man-Days of “Train the Trainer”

7 Man-Days of UPK Training

Hardware Purchased None 1 “Pizza Box” Windows Server

Transportation Required 150 Round Trips to Chicago None

Add’l Facilities Required 2 Classrooms with 16 Laptops

None

Man-Days Out of Office Over 600 None

Post Go-Live Materials 3-Ring Users Guide Binder Interactive UPK Modules

Software Purchased None 2 UPK Developers, 200 Users

Cost $350,000 $70,000 including UPK software purchase

Customer References and Success Stories

“Our mission is to help our clients leverage the power of technology to create efficiencies and, more importantly, to achieve their business goals. Our use of OnDemand Personal Navigator has helped us to do just that.

OnDemand Personal Navigator allows us to ensure that employees truly understand how to use new technology investments, which ultimately ensures a higher adoption rate and a more substantial ROI for our clients.“

Lynn AndersonVice President

Capgemini U.S. LLC

The Oracle UPK Advantage

Leadership

Innovation

Results

Unsurpassed application, technology, and learning industry domain expertise

Most innovative, complete, and standards-based training and implementation solutions

Unparalleled, measurable business results for thousands of customers

Reduce Costs associated with software implementations• Rapidly create and deploy documentation, simulations, and performance support materials

with a single authoring session• Accelerate time to deployment with out-of-the box pre-built content• Reduce help desk costs with in-application performance support

Maximize ROI and mitigate risk through all phases of the project lifecycle

• Faster recovery of upfront investment through accelerated adoption• Increase usage of enterprise applications through targeted learning• Reduce risk with single training platform for Oracle and non-Oracle applications

Drive user adoption and productivity• Accelerate user adoption through application training• Enhance user competency and compliance with multiple learning methods• Increase user productivity with just in time support

Only Oracle lets you…

!!

Summary

Sales Resources• Find UPK, UPK Pro, and Tutor reference collateral:

• Go to Oracle’s external website, http://www.oracle.com/applications/tutor/tutor-upk-index.html, for all published reference collateral

• UPK case studies are being rebranded and will be posted as soon as possible

• Find other Oracle customers and collateral• go to GCM References at https://global-crm.oraclecorp.com/callcenter_enu/

• To get references help for a sales opportunity: • Create a Reference Request in GCM References at

https://global-crm.oraclecorp.com/callcenter_enu/ • Request will be routed to the appropriate reference contact for follow up

• Nominate a customer for reference recruitment or collateral development:• Nominate customers or collateral at https://global-crm.oraclecorp.com/callcenter_enu/• Nomination will be routed to the appropriate reference contact for follow up

• Read Reference Selling Tools to find out about the newest references:• Go to http://my.oracle.com/gcp for latest issue (link in left sidebar)• Subscribe to Reference Selling Tools at [email protected]

• Learn more about referencing at Oracle:• Go to http://my.oracle.com/references

• Contact your reference point of contact:• UPK Champions in every region

• Learn more about other Global Customer Programs• Go to http://my.oracle.com/gcp

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Oracle User Productivity Kit and Oracle Tutor

Ensuring End User Adoption and Success of Enterprise Applications

oracle’s end user training and implementation solution: oracle user productivity kit & oracle...

Documents

presentationsleverage

oracle customer base

oracle applications2

upk professional named

oracle applications

risk position upk

compelling eventposition

pricing upk proupk developers