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Adventures in Animal Health: Boehringer Ingelheim deploys a global templateIf we had it to do all over again – advice from a local site deploying a global template
Brent Hauser, Boehringer Ingelheim Vetmedica, IncJennifer Jackson, Cognizant Technology SolutionsSession ID# 4872
How do you say that? An introduction to BIVI
3 Key Learning Points
The Challenges of working Globally (They Haven’t Changed!)
OCM challenges with Global Template Deployment and Scale Up
Communications – The Happy Accident
Wrap-Up and Questions
AGENDA
BOEHRINGER INGELHEIM
FOUR PILLARS OF BI'S BUSINESS
LARGEST PRIVATELY OWNED PHARMACEUTICAL COMPANY IN THE WORLD
GLOBAL ANIMAL HEALTH NETWORK FOR R&D AND MANUFACTURING
PREVENTING DISEASE IS BETTER WHENEVER POSSIBLE
BIVI IS ONE OF THREE BOEHRINGER INGELHEIM OPERATING UNITS IN THE U.S.
DEPLOYMENT FOCUS
Ridgefield, Connecticut20 employees*
*approximation
2010 GBS Begins to improve customer focus and support growth
• 2011 – first deployment –UK
• 2012 – 2013 – 4 single country deployments
2013 – first multi-site/multi-country deployments
• April 2015 – BIVI go-live (first full Ops deployment)
• April 2015 – P7 go-live
Future deployments
• Non-SAP sites
• Existing SAP sites
START SMALL AND CONTINUOUSLY IMPROVE
1 First deployment in
Animal Health
Handling OCM challenges while scaling a global deployment
The challenges of working globally (They haven’t changed!)• Key success factors for building trust with remote partners, finding common ground
• Managing change on the deployment team
One size does not fit all – Scaling the OCM Approach• A manual process for role-to-position mapping (R2PM) that worked for 200 end users
may not work for 2000
• Adapting the global training approach to work locally
• Tie it all together to deliver effective end user training
Making just-in-time communications work• Just-in-time communications - better late than never! The happy accident at BIVI
• What worked, what didn't, and the value of good design
3 KEY LEARNING POINTS
OCM FOR THE TEAM OR HERDING THE CATS
2 Local team members
with SAP experience
…plan to spend as much time on OCM for the project team as the organization if we don’t do the above well!
If we had it to do all over again, we would……assess the SAP knowledge of the local team and use the experts to build capability in others…start with a plan to leverage the talent we are developing during the implementation…plan for turnover…ensure the local business understands the time commitment of local deployment members
The challenges of working globally(They haven’t changed!)…plan for time to get to know each other and build the team…invest the time to help the team identify differences in working styles, learning styles, and culture early on; develop expectations
SCALING THE OCM APPROACH
Role to Position Mapping (R2PM)
Global Training Approach
End User Training
ROLE TO POSITION MAPPING
If we had it to do all over again, we would…
…spend more time with local business fostering an understanding of the new roles and business processes…ensure the business understands the process of R2PM…ensure two-way communication occurs with regard to global template and local business needs…identify and act on gaps found in the program…understand who should be in which role using an appropriate R2PM tool…scale all R2PM deployment tools
Example in the
Appendix!
Role to Position Mapping (R2PM)
Global Training Approach
End User Training
ADAPTING THE GLOBAL TRAINING APPROACH
If we had it to do all over again, we would…
…utilize a curricula approach to assign and maintain training…make preparations to include SOP’s, OJT’s, and other localized training materials as needed…make the connection between the roles, the process, and SOP’s in training
0 No end user training environment for
hands-on training or practice
Role to Position Mapping (R2PM)
Global Training Approach
End User Training
END USER TRAINING
If we had it to do all over again, we would…
…ensure the trainers are fully prepared to deliver effective training
- mandatory train-the-trainer- understand new systems and processes
…implement blended learning in a realistic training environment …ensure end users complete a basic navigation course prior to instructor led training
- positive feedback from instructors…make sure the local organization is prepared to document training events…make sure instructors are ready, willing, able, and BYOB (Bring Your Own Backup!)
Began with 4 different
training rosters
Global Training Approach
Role to Position Mapping (R2PM)
End User Training
PROJECT COMMUNICATIONSTHE HAPPY ACCIDENT
Bob Ross grew up in Orlando, FL!
CADENCE COMMUNICATIONS
…people still want to hear from their direct supervisor, but make sure to communicate directly to all audiences (don’t count on cascading)…it IS possible to communicate too much!…invest in a graphic designer and partner with an internal resource who can direct…captive audiences are best!
PROJECT COMMUNICATION EVENTS
Get in front of people as much as possible…
…and don’t count on people just stopping by!
PROJECT KEY FAIR
Plan for a hands-on experience!
JUST WHEN WE THOUGHT WE HAD IT UNDER CONTROL…
BUT WAIT!!!
PROJECT COMMUNICATIONSTHE HAPPY ACCIDENT
80% of direct end user communications were
delivered in the last 2 months leading to go-live
PROJECT COMMUNICATIONSTHE HAPPY ACCIDENT
If we had it to do all over again, we would…
…use just-in-time communications…use the vehicles that best suit your culture…hire a graphic designer to bring it to life!!!
If we had it to do all over again…
The challenges of working globally (They haven’t changed!)• Build trust and foster open communication
• Have a plan to retain and leverage talent
• Drive ownership into the business
One size does not fit all – Scaling the OCM Approach• Use the right tools – identify and act on gaps in the program early
• Implement a blended training approach
• Set your trainers up for success
Making just-in-time communications work• Take advantage of a captive audience
• Don’t over-communicate
• Invest in communications to make an impact
CLOSING
QUESTIONS?
CONTACTS
Brent HauserSAP Change ManagerBoehringer Ingelheim Vetmedica, [email protected]+1-641-751-1010
Jennifer JacksonSenior Manager, CBC Strategy and TransformationCognizant Technology [email protected]+1-415-307-0290
Sarah DeGarmoGraphic DesignerRise By [email protected]+1-816-872-6780
FOLLOW US
Thank you for your time
Follow us on at @ASUG365
• Role Mapping tool Job Aid example
• How did the OCM team work together?
• More Key Learning points
APPENDIX
WHAT WORKED: OCM TEAM KEYS TO SUCCESS
→ Always available for each other – continuous communication
→ Maintained standing working sessions – agenda driven, with wiggle room to have fun! Making time for small talk before getting down to business was critical to success in a virtual environment.
→ Commitment to be successful → Receptive to new ideas and improvements. Agreed to
disagree when called for (disagreed on the Navigation course profoundly!)
→ Made personal connections (ie: sailing)→ TRUST
4 OCM team members from four
countries – UK, USA, Germany, Canada
BUT WAIT, THERE’S MORE!
• It’s a template solution, but that doesn’t mean we have all the answers before we start. It still needs to be made to fit locally
• Where ambiguity can be removed, do so. Be as transparent and forthright with information as possible – introduce calm and build trust• Resource requirements for implementation• Process changes• What realistically will and will not be supported
• Collaboration between the global and the local teams must continue to evolve through the deployment and beyond
• Global may dictate, but local conditions prevail – be flexible!• Ensure a robust train-the-trainer program is in place, and make it
mandatory• Create a culture of accountability for training completion
You will never have enough OCM resources, but do not skimp on the work – reach out to peers and steal with pride!
ROLES TO END USER TO COURSE MAP JOB AIDWORKSHEET LAYOUT
32
Roles section is manual entry. Type an “X” in a Role column for a specific end user
The End User’s Name is populated from the “Roles to User” sheet but can easily be maintained from here too.
Everything in this section is automatically calculating from input in the Roles section.
Do not manually enter anything from Column O to the end of the sheet!
