Download ppt - User Performance Analytics to improve Business Processes

1 CONFIDENTIAL

Do Not DistributeOctober, 2013

Johns Manville

SAP User Experience Management by KNOA

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Johns Manville, a Berkshire Hathaway company, is a leading manufacturer and marketer of premium-quality building insulation, commercial roofing, roof insulation, and specialty products for commercial, industrial and residential applications.

Doing business for over 150 years

Strategic focus on sustainability, innovation and productivity

Leader in all key markets

Reinvesting millions annually to ensure we continue to provide the innovative solutions our customers expect

With the strength of Berkshire Hathaway behind us, JM is arguably the most financially stable company in our industry

Johns Manville Overview

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HW Johns Roofing Manufacturing

Company

Moved HQ and R&D from NYC to Denver

Berkshire Hathaway Company

Over 150 Years of Proud History

18581858 2001200119721972

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JM Worldwide

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Business Challenges

How does SAP User Experience Management by KNOA help JM

Identifies key areas of support needs

Allows for Identification of who needs to be trained

Validates performance issues and opportunities for improvement

Shortens time to competency and improves overall application adoption

Provides metrics around improvements and enchantments

Provides metrics around exact performance at each desktop

Allows Service Delivery to be proactive and not reactive

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Reduce costs caused by broken workflows and errors

Make more informed decisions based on real-time analytics

Assure user acceptance and improve operational efficiency

Save Money Reduce Risk and Drive ROI

Decide with Confidence

Data-Driven Approach to Performance, Adoption, and Value

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KNOA Data65% of errors in one module with 8 users

Most time spent in Warehouse Shipping with 330 errors in 30 days

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Pinpoint user errors to a specific process step within a business process

Within F-03, more than 50% of all errors are within

3 screens. Possible candidates for usability

improvements?Within Financial

Accounting, more than 50% of errors are within F-03 and FB01 transactions.

But these transactions represent a small portion of

the total active time.

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KNOA Data

261 out of 892 errors from single user

Name 1

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Assure process compliance and audit authorized usage (read audit)

Why are these 2 users performing significantly less activity than their

peers?

Why are these 7 users within Financial

Accounting role using different transactions and screens to perform their

function?

Why are these transactions only used by a single user within the same peer group? Why is Heidi the only one using these 5 transactions?

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Module and Business Process Stats

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Gain visibility into application adoption and process execution across all business processes

More than 33% of all utilized transactions are

custom, indicates a highly customized environment. Why such deviation from standard functionality?

More than 30% of total active time is within 10 transactions. Possible candidates for HANA migration, usability

improvements?

A lot of time is being spent on checking Account

Balance and G/L Account Line Item. Should the users

use FAGLL03 and FAGLF03 instead to easily see the entries side by side and identify discrepancies?

Why more time is being spent on changing sales

orders rather than creating?

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Lessons Learned

IT support

How to shorten the length and quantity of phone calls, reduce callbacks How to reduce the quantity of email How to diagnose, replicate and resolve issues much faster than possible before How to pro-actively identify emerging issues - visibility to all reported or not - ! Reduce the risk in change management events with better visibility

Training

How to leverage KNOA SAP UEM to identify and target Training needs What are the issues, exactly? How do you know what is needed for a specific location?

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Proactive visibility into user errors

48% of all user errors are within 20 transactions. Top 3 are VA02, FBO1 and

VA01.

20 error types account for 30% of all user errors.

Top errors include missing entries, G/L tax

setup errors and authorization issues.

60% of all user errors were encountered by less than 20% of the

users

75% of all errors were encountered by users in

US and Brazil

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Benefits

How do you measure success? Call volume reduction Improvement in the utilization Reduction in System and User Errors Business process focus on cycle time

How do you justify the training worked? Baseline versus improvements that are measurable Error reduction

What was the ROI on the training? Use dollars associated to work functions to validate ROI

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Global user data is aggregated for viewing

in Dashboards

Actionable real-time data improves the user experience & cuts costs

A user’s journey in SAP applications are discovered

Real User Workflows and Powerful Analytics

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Measure Success of Support Reduction

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What Does Knoa Have That Other Tools Do Not?

Performance for response measured uniquely at each desktop by agent Unique KPI: User error and user workflow tied to real-time analytics Automation – no scripting even for custom transactions No back-end integration required

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Pinpoint poor application response times to user operations within any screen and transaction

Six out of ten most executed operations are

trending negative in terms of response times. What happened during the last

3 weeks of the Pilot?

See daily response trends

and alert on anomalies for

every operation

Drill down for instance level

analysis

Contact Information Jesse Bernal@[email protected]