Beyond Go-Live: Driving
Business Value and Optimizing
SAP Post Go-Live by
Understanding the Users
Experience & Leveraging Super
Users
David Gaw, Performance Consultant
Abreon
AGENDA
Section
Page
Customer Overview
3
Abreon Engagement
Digital Business Transformation
8
Why KNOA?
11
KNOA Intro
14
Business Case – ML81N
20
Business Case – Boleraz
23
Adoption: Additional Utilization of KNOA
25
This is the footer information
CUSTOMER OVERVIEW
 Headquarters in London and listed on the London Stock Exchange:
– member of FTSE 250
– market capitalisation of £2.8 billion(1)
 Business built on core Values of safety, respect and integrity
 Production facilities, laboratories and offices in over 30 countries
 4,200 employees worldwide
 Sales of £2.4 billion(2) and operating profit of £188 million(2)(3)
 Over 70% of sales into food and beverage market
 Customers include many of the world’s largest food and beverage
manufacturers, and industrial and pharmaceutical customers
(1) At 26 May 2016
(2) For financial year ended 31 March 2016
(3) Excluding exceptional items and amortisation of acquired intangible assets and net retirement benefit interest
3
CUSTOMER SERVES MAJOR CUSTOMERS
WORLDWIDE
4
CUSTOMER GLOBAL REACH - OVER 30
LOCATIONS WORLDWIDE
Key SAP stats
 17 countries
 22 languages
 600+ profit
centers
 92k+ materials
 20k+ customers
5
This is the footer information
COMPANY’S STRATEGY AND OPERATING MODEL
Strategy
Operating Model
Customers
What

The leading global provider of speciality food
ingredients and solutions
Global
business
units
Bulk
Ingredients
Speciality Food
Ingredients
How


Disciplined focus on growing our Speciality
Food Ingredients business:
– Innovation and agility
– Deeper customer understanding
– Stronger positions in high-growth markets
Driving the Bulk Ingredients business for
sustained cash generation to fuel this growth.
Global
growth unit
Innovation and Commercial Development
Global
operations
unit
Global Operations
Global
support
services
Global
IS/IT
Shared business services
and corporate functions
Common IS/IT platform
6
COMPANY’S STRATEGY AND OPERATING MODEL
Abreon Involvement
What

Invigorate the Super User Program and Drive Optimization of Technology in Use
How

Completed an assessment of Super User process
– Recommended additional activities
– Created additional Super User Training to broaden role
– Review training plan / current approach and provided recommendations
– Implemented Knoa and support data analysis and assessment to find areas of optimization and
improvement

We serve as a strategic partner offering consulting to drive programs within their organization.
7
DIGITAL BUSINESS TRANSFORMATION
8
BUSINESS STRATEGY DRIVING
TRANSFORMATIONAL CHANGE
Business Strategy
Goals
Operating Principles
 Grow specialty food ingredients
Deepen Customer Relationships
 High growth in emerging markets
 Clear management “line of sight”
Continuous Innovation & Agility
 One common culture with clear
 Drive bulk ingredients for sustained
cash generation
 Strong go-to-market teams
 Combine R&D, marketing and
product management
Fuel Growth Through Cost Efficiencies
Deploy Capital Wisely
organizational values
 Efficient, agile operating model
Operational Excellence
 Streamline support services
Extract M&A Value
 Standardize IS/IT systems
Characteristics to Win
global common business processes, streamlined business units, transactional efficiency,
shared services, fast M&A integration, analytics based decisions
Global Common SAP and Shared Services Deployment
This is the footer information
9
GENESIS PROJECT – JANUARY 2011 THRU
AUGUST 2014
Prior to 2011, customer was on regional SAP platforms
Genesis Project Goal:
• 85%+ of global revenue under one roof
• Global view of the customer, inventory, etc.
• Master recipe system
• Financial shared services
One way of working – globally
• Fully integrated business platform
• Scalable, new market / acquisition ready
10
WHY KNOA?
11
WHY KNOA & WHERE IT STARTED?
Coming off the Genesis project, looking for deeper insight into the “Customer End user experience”,
especially in terms of how effectively our ERP applications/ SAP are being utilized and adopted.
Some of the factors that drive us to get insights into end user experience:
• Are our users rightly using SAP applications as per customer’s one way of working?
• Are end-users encountering repeated but common issues / interruptions while accessing key transactions?
• How can we measure user efficiencies with respect to KPIs, business compliance metrics, etc.?
• Do we have user productivity loss? How can we find out collectively across all business units / locations?
Overall:
• Get faster but detailed insights into end user experience
• Accelerate required remediation
• Smoothen ways for business to help realizing benefits and ROI made
12
REPLACING “NOISE” WITH DATA
Customer: 1,000 concurrent users at any time
Converts subjective ‘Noise’ to objective data
This process is
just too
complicated.
What do I do
again?
I just want to
use our old
system – that
was easier!
Why do I always
get these error
messages? No
one knows or
cares.
It’s too slow, I
can’t get
anything done.
13
This is the footer information
KNOA INTRO
14
WHAT IS SAP UEM BY KNOA?
SAP User Experience Management (UEM) by KNOA is software designed to help
organizations realize the full value from their investment in SAP by facilitating efficient
business process execution, reduction training and support costs, and user
empowerment.
15
HOW DOES IT WORK…
User Community
Usage Data
Productivity Improvement
coaching, training, job aids,
documentation, process changes
•
•
Super Users/GBE
Usage Analysis
transactions, user errors,
methods, workflow, think
time, compute time
training & authorization issues,
process improvements,
process compliance/adoption
UEM
KNOA tracks, both in production and development, how users navigate and execute
activities within SAP.
Customer Analysts & Super Users view metrics in pre-built dashboards
16
HOW DOES SAP UEM WORK…
Captures 100% of the data on
application activity from the user
desktop view:
• Captures user workflow and user errors
• Automated and complete
• Supports custom transactions/ screens
17
HOW CAN THIS INFO BE USEFUL? NEW
IMPLEMENTATIONS
COMPLIANCE
MANAGEMENT
USER ACCEPTANCE
TESTING (UAT)
• Assure adherence
to BPs
• End user and
organizational KPIs
• Identify variations
through
comparative
analysis
• Identify process
bottlenecks
• Identify user errors
as part of UAT
testing
• Develop testing
scenarios based on
real use
• Ensure highest
level of user
readiness prior to
launch
HYPERCARE SUPPORT
• Reduce incidents
and call handle time
during Hypercare
• Improve accuracy
of issue
categorization and
escalation
• Assess impact and
prioritize resolution
of application/ user
performance issues
TRAINING
• Assess user
training needs
• Test training
effectiveness
• Prioritize and
develop targeted
training content
(WPB, Productivity
Pak)
18
HOW CAN THIS INFO BE USEFUL?
SUSTAINMENT
TRAINING &
EDUCATION
FUNCTIONAL SUPPORT
• Deliver pro-active
user support
• Eliminate recurring
issues
• Reduce ticket count
• Minimize change
management
disruption
•
•
•
•
Assess user
training needs
Develop targeted
training content
(WPB,
Productivity Pak)
Empower super
user community
Test training
effectiveness
CHANGE MANAGEMENT
• Objective KPIs
during UAT
• Benchmark
performance before
go-live
• Measure adoption
of deployed
functionality
(standard &
custom)
USER EXPERIENCE
• Enable user
experience
initiatives (Fiori,
Personas)
• Improve user
satisfaction
• Enable faster
diagnosis and
resolution
19
BUSINESS CASE – ML81N
20
KNOA BUSINESS CASE – ML81N
Summary:
• Purchasing Superusers evaluated First Time Matching of vendor invoices, specifically around ML81N - Service
Entry Sheets. 35% of vendor invoices are successfully processed w/o any manual intervention. Lot of ‘Noise’
from the business.
• During “Create Purchase Requisition” – ME51N. “Limits Tab” not being completed.
• Non-Value add - User has to get with procurement to change the PO to add limits to match the original
requisition.
• Training materials revised and distributed to reflect correct process steps.
• SR entered to determine if system can default to the proper tab during ML81N.
21
OBJECTIVITY THROUGH KNOA
ML81N – ‘No overall Limits’ message
800
700
600
500
400
300
200
100
0
734
732
649
438
109
98
March
User Errors
# of Users
91
8.07
6.71
6.40
February
91
4.81
April
May
Errors/User
22
BUSINESS CASE – BOLERAZ
23
BUSINESS CASE - BOLERAZ
Noise
KNOA
Action
• Users from Boleraz, Slovakia
reported system slowness to the
Service Desk
• Some high profile users
• System speed looked ok
• Surveyed location to identify
users and slow T- Codes within
SAP
• Ran various reports by Tcode, Screen,
Operations along with User Workflow
to reveal the slowness originated
within a Variant in a report
ZPP_ORDCNF
• 25 minute average difference between
Boleraz and all other users.
• This report is run 1st thing in the
morning on Overtime.
• Worked with an expert on that T
Code to reveal flaws within a
custom variant Boleraz was
using.
• Expert built a new one that
touches less tables and makes
the operation much faster and
compliant to Customer Order
Processing
24Standards
ADOPTION: ADDITIONAL UTILIZATION OF KNOA
25
KNOA GOING FORWARD
We have to crawl before we walk, but…
The uses of KNOA are growing, other potential areas of use:
• Data Governance tracking
• UAT validation
• Training effectiveness metrics
• Compliance/SOD use monitoring
• User impact verification of Project implementations
• Business PPI development
26
THANK YOU FOR YOUR TIME
Thank you for your time
Follow us on
at @ASUG365
27