Post on 19-Dec-2014
description
GREG CAPPS[ASUG INSTALLATION MEMBER MEMBER SINCE:1998
ISRAEL OLIVKOVICH[SAP EMPLOYEE MEMBER SINCE: 2004
GRETCHEN LINDQUIST[ASUG INSTALLATION MEMBERMEMBER SINCE: 1997
Super User 101
[December 4, 2008
Cristin MerrittInsite Objects
I couldn’t have done this without…
Suzette Hannah-Hessler
Paul Mattos
Matthew Harmon
Shannon Cavaiche
Dirk Manuel
Carol KimballLarry Bean
Darlene Hinkle
YOU.
David W. HallElizabeth Ivester
Marcos Mella
Dedicated to Employee Performance.
The Rise of the Super User
72% of the SAP Community uses some form of the Super User Model
Survey of 100 SAP Users, Insite Objects, 2008
Why?
Engage people!
Real Experience. Real Advantage.
Why?
Engage people!
Real Experience. Real Advantage.
Reduce time and cost!
Why?
Engage people!
Real Experience. Real Advantage.
Reduce time and cost!
Increase ROI!
What are their powers?
Real Experience. Real Advantage.
Survey of 100 SAP Users, Insite Objects, 2008
What are their powers?Super Training Senses
Real Experience. Real Advantage.
78% End User Training
Survey of 100 SAP Users, Insite Objects, 2008
What are their powers?Super Training Senses
Real Experience. Real Advantage.
78% End User Training
77% One-to-One
First Defense Support Power
Survey of 100 SAP Users, Insite Objects, 2008
What are their powers?Super Training Senses
Unafraid of Testing SAP
Real Experience. Real Advantage.
78% End User Training
77% One-to-One
First Defense Support Power
44% Special Projects
Survey of 100 SAP Users, Insite Objects, 2008
What are their powers?
Real Experience. Real Advantage.
“Leadership”
Survey of 100 SAP Users, Insite Objects, 2008
“Caring”
“Experienced”
“Patient”
“People Person”
“Talented”
Where do they come from?
Survey of 100 SAP Users, Insite Objects, 2008
Where do they come from?
Survey of 100 SAP Users, Insite Objects, 2008
GO LIVE(50%)
Stable System(10%)
Testing (25%)
Time Spent in Role:
Real Experience. Real Advantage.
Provided by Applied Materials, 2008
GO LIVE(50%)
Stable System(10%)
Testing (25%)
Real Experience. Real Advantage.
Provided by Applied Materials, 2008
Time Spent in Role:
Super User Ratios:
:
Real Experience. Real Advantage.
How big is my group?
Super User Ratios:
:
Real Experience. Real Advantage.
How big is my group?
What’s theturnover?
Super User Ratios:
:
Real Experience. Real Advantage.
How big is my group?
What’s theturnover?
Is the modelnecessary?
Super User Ratios:
:
Real Experience. Real Advantage.
The ideal class!
20 users
Super User Ratios:
:
Real Experience. Real Advantage.
Medium Management!
50 users
Super User Ratios:
:
Real Experience. Real Advantage.
Large but safe!
100 users
Their World.
Real Experience. Real Advantage.
Their World.
management
training + documentation it + help desk
user populace
Real Experience. Real Advantage.
Alter-Ego Management
Real Experience. Real Advantage.
Get them early.
Real Experience. Real Advantage.
Train them well.
Give them support.
Get them early.
Real Experience. Real Advantage.
Train them well.
Give them support.
Get them early.
Real Experience. Real Advantage.
Train them well.
Give them support.
Get them early.
Real Experience. Real Advantage.
Train them well.
Give them support.
Reward them.
Every Super User has a Villain.
Change.
Weakened Support
Loss of Resources
Loss of Communication
Super User Sidekick
Real Experience. Real Advantage.
“Technology”
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“The Support Eroder”
Weakens Support
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“The Support Eroder”
Weakens Support
Manual
Real Experience. Real Advantage.
Training
Asking for Help
Manual
Real Experience. Real Advantage.
Automated
Training
Asking for Help
Online Documentation & Support
Automation in Documentation & Support
Real Experience. Real Advantage.
Own a Tool (63%)
No Tool (44%)
Survey of 100 SAP Users, Insite Objects, 2008
Automation in Documentation & Support
Real Experience. Real Advantage.
Pros Cons
Survey of 100 SAP Users, Insite Objects, 2008
• Easy to maintain
• Simplifies Distribution
• Custom Help
• Cost
• Keeping Current
• Expansion
Document and Support Automation
and/or
Real Experience. Real Advantage.
Document and Support Automation
and/or
Real Experience. Real Advantage.
Document and Support Automation
and/or
Real Experience. Real Advantage.
Document and Support Automation
and/or
Real Experience. Real Advantage.
Document and Support Automation
and/or
Real Experience. Real Advantage.
Current Ways to Provide Online Support:
Installed63%*
Real Experience. Real Advantage.
*Survey of 100 SAP Users, Insite Objects, 2008
** Survey of 41 SAP Users, Insite Objects, 2008
Current Ways to Provide Online Support:
Installed63%*
Cloud40%**
Real Experience. Real Advantage.
*Survey of 100 SAP Users, Insite Objects, 2008
** Survey of 41 SAP Users, Insite Objects, 2008
Current Ways to Provide Online Support:
Installed63%*
Cloud40%**
Wiki
Real Experience. Real Advantage.
*Survey of 100 SAP Users, Insite Objects, 2008
** Survey of 41 SAP Users, Insite Objects, 2008
Current Documentation Tools Available:
Installed
Real Experience. Real Advantage.
OnDemand
uPerform
RESITE
STT
Current Documentation Tools Available:
Cloud
Real Experience. Real Advantage.
Sitelab
Current Documentation Tools Available:
Wiki
Real Experience. Real Advantage.
Microsoft Sharepoint
DokuWiki
TikiWiki
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“Incommunicado”
Destroys Communication
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“Incommunicado”
Destroys Communication
Super Team
Real Experience. Real Advantage.
In Person
Real Experience. Real Advantage.
Meetings
Events
In Person
Real Experience. Real Advantage.
Online
Meetings
Events
Surveys
Forums
Social Networking
Keeping Super Users Connected
Real Experience. Real Advantage.
Social Networking (39%)
Mixture of Events (20%)
Medium Scale Recognition / Meetings (7%)
Small Scale Recognition / Meetings (7%)
Survey of 41 SAP Users, Insite Objects, 2008
Keeping Super Users Connected
Real Experience. Real Advantage.
• Company “Facebook”• Yammer• Twitter• Secure Wikis• Lunches• General Meetings• Road Shows• Rewards• Newsletters• Blogs
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“Resource Reverser”
Diverts or Changes Your Super Users
Super User’s Arch Enemies:
Real Experience. Real Advantage.
“Resource Reverser”
Diverts or Changes Your Super Users
Which one has the gift?
Which one has the gift?
Which one has the gift?
Subjective
Real Experience. Real Advantage.
Surveys
Recommendations
Help Desk
Subjective
Real Experience. Real Advantage.
Objective
Surveys
Recommendations
Actual SAP Performance
Help Desk
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
Sourcing
Real Experience. Real Advantage.
Sourcing
Real Experience. Real Advantage.
Areas for focus
Sourcing
Real Experience. Real Advantage.
Areas for focus
Areas for better help
Sourcing
Real Experience. Real Advantage.
Areas for focus
Areas for better help
Areas for new training/materials
Sourcing
Real Experience. Real Advantage.
Areas for focus
Areas for better help
Areas for new training/materials
Value / ROI
Sourcing
Real Experience. Real Advantage.
Areas for focus
Areas for better help
Areas for new training/materials
Value / ROI
Current Performance Tools Available:
Knoa
Real Experience. Real Advantage.
Current Performance Tools Available:
Knoa
RESITE Monitor
Real Experience. Real Advantage.
Current Performance Tools Available:
Knoa
RESITE Monitor
Real Experience. Real Advantage.
uBenchmark
Current Performance Tools Available:
Pros
Real Experience. Real Advantage.
• Time Savings
• Cost Savings
• Cross Company Value
Current Performance Tools Available:
Cons
Real Experience. Real Advantage.
• New Technology
• Cost
• Data Management
Change.
What about the future?
Future Concepts
Real Experience. Real Advantage.
Self Service Training
Future Concepts
Real Experience. Real Advantage.
Self Service Training
Smart Support
Future Concepts
Real Experience. Real Advantage.
Self Service Training
Smart Support
User Empowerment
The World Without Villains.
Ideal Model
Real Experience. Real Advantage.
Ideal Model
Real Experience. Real Advantage.
Ideal Model
Real Experience. Real Advantage.
Ideal Model
Real Experience. Real Advantage.
SOCIAL
As of right now, 61% of companies have no new Super User initiatives planned.
Survey of 41 SAP Users, Insite Objects, 2008
For the benefit of many…
It takes only a few.
105
]• Thank you.
Cristin MerrittEmail: cmerritt@insiteobjects.com
Phone: 832-426-3443
Twitter: http://twitter.com/cmerritt_run
Web: www.insiteobjects.com