The Super User in SAP

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

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!


Reduce time and cost!

Why?

Engage people!


Reduce time and cost!

Increase ROI!

What are their powers?



What are their powers?Super Training Senses


78% End User Training





77% One-to-One

First Defense Support Power



Unafraid of Testing SAP



77% One-to-One

First Defense Support Power

44% Special Projects


What are their powers?


“Leadership”


“Caring”

“Experienced”

“Patient”

“People Person”

“Talented”

Where do they come from?


GO LIVE(50%)

Stable System(10%)

Testing (25%)

Time Spent in Role:


Provided by Applied Materials, 2008

GO LIVE(50%)

Stable System(10%)

Testing (25%)


Provided by Applied Materials, 2008

Time Spent in Role:

Super User Ratios:

:


How big is my group?

Super User Ratios:

:



What’s theturnover?

Super User Ratios:

:



What’s theturnover?

Is the modelnecessary?

Super User Ratios:

:


The ideal class!

20 users

Super User Ratios:

:


Medium Management!

50 users

Super User Ratios:

:


Large but safe!

100 users

Their World.


Their World.

management

training + documentation it + help desk

user populace


Alter-Ego Management


Get them early.


Train them well.

Give them support.

Get them early.


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


“Technology”

Super User’s Arch Enemies:


“The Support Eroder”

Weakens Support

Manual


Training

Asking for Help

Manual


Automated

Training

Asking for Help

Online Documentation & Support

Automation in Documentation & Support


Own a Tool (63%)

No Tool (44%)


Automation in Documentation & Support


Pros Cons


• Easy to maintain

• Simplifies Distribution

• Custom Help

• Cost

• Keeping Current

• Expansion

Document and Support Automation

and/or


Current Ways to Provide Online Support:

Installed63%*


*Survey of 100 SAP Users, Insite Objects, 2008

** Survey of 41 SAP Users, Insite Objects, 2008


Installed63%*

Cloud40%**





Installed63%*

Cloud40%**

Wiki




Current Documentation Tools Available:

Installed


OnDemand

uPerform

RESITE

STT


Cloud


Sitelab


Wiki


Microsoft Sharepoint

DokuWiki

TikiWiki



“Incommunicado”

Destroys Communication

Super Team


In Person


Meetings

Events

In Person


Online

Meetings

Events

Surveys

Forums

Social Networking

Keeping Super Users Connected


Social Networking (39%)

Mixture of Events (20%)

Medium Scale Recognition / Meetings (7%)

Small Scale Recognition / Meetings (7%)


Keeping Super Users Connected


• Company “Facebook”• Yammer• Twitter• Secure Wikis• Lunches• General Meetings• Road Shows• Rewards• Newsletters• Blogs



“Resource Reverser”

Diverts or Changes Your Super Users

Which one has the gift?

Subjective


Surveys

Recommendations

Help Desk

Subjective


Objective

Surveys

Recommendations

Actual SAP Performance

Help Desk

Which one has the gift?

Sourcing


Sourcing


Areas for focus

Sourcing


Areas for focus

Areas for better help

Sourcing


Areas for focus


Areas for new training/materials

Sourcing


Areas for focus


Areas for new training/materials

Value / ROI

Current Performance Tools Available:

Knoa



Knoa

RESITE Monitor



Knoa

RESITE Monitor


uBenchmark


Pros


• Time Savings

• Cost Savings

• Cross Company Value


Cons


• New Technology

• Cost

• Data Management

Change.

What about the future?

Future Concepts


Self Service Training

Future Concepts



Smart Support

Future Concepts



Smart Support

User Empowerment

The World Without Villains.

Ideal Model


Ideal Model


SOCIAL

As of right now, 61% of companies have no new Super User initiatives planned.


For the benefit of many…

It takes only a few.

105

]• Thank you.

Cristin MerrittEmail: [email protected]

Phone: 832-426-3443

Twitter: http://twitter.com/cmerritt_run

Web: www.insiteobjects.com

mailto:[email protected]

http://twitter.com/cmerritt_run

The Super User in SAP

Education

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