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Accelerate your user adoptionLiz Dwyer, SAP Education South East Asia
September, 2015
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 2Public
Adoption
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Project Success Rate
Sources Cushing Anderson, Knowledge Leakage: The destructive impact of failing to train on ERP projects
High
High
Investm
en
ts
Some things never change…
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 4Public
Some Research Evidence
Untrained or undertrained desktop users will cost 5x more to support than a well trained worker
Untrained users can take three
to six times longer than
trained users to complete the same amount
of work
A company will lose 10-30% of
collective knowledge a year
Example - 46%of support calls actually addressed training issue - $35
per callExample - 80% of calls per
month addressing user ‘how to’
issues
Fewer than 1 in 8 problems referred to help desk at all
Example - 5 top issues made up nearly 40%of calls
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Enablement – not just training
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Enablement principles
Time
1. Understand where you are now and
what you are trying to do
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Enablement principles
2. Fill the gaps – with process,
technology and people
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Enablement principles
3. Aim it right
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Our proven methodology
Preparation
Who needs
enablement?
What for?
How is it best
provided?
Plan Build Run
Development
Build the materials
Test and pilot
Deployment
Deliver training
Publish self-learning
materials
Establish long-term
support
Solution adoption governance
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Project
Preparation
Project Timeline
Business
Blueprint
Go-live and
Support
Final
PreparationRealisation Self-sufficiency
Enablement Strategy
Enablement Needs Analysis
Project team requirements
Super user requirements
End user requirements
CCoE / Support team requirements
Enablement delivery activities
Enablement management activities
Enablement during implementation
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Enablement after go-live: The learning organization
Innovation
First Level Support
Higher Level Support
Central
support
function
Super users
User generated
contentSocial
learning Knowledge
moderator
Formal
learning
Monito
ring a
nd
Analy
tics
Content Repository
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The SAP Education solution
© 2015 SAP SE or an SAP affiliate company. All rights reserved. 13Public
Key takeaways
• User adoption is vital to organizational success
• Focus on enablement, not on training
• Plan, then Build, then Run
• Enablement is key to your implementation project, but vital for long-term success too
• There is nothing so useless as doing well that which ought not to be done at all
© 2015 SAP SE or an SAP affiliate company. All rights reserved.
Thank you
Liz Dwyer
SAP Education South East Asia