Getting the technology right is just one part of a successful Ariba implementation. Preparing your teams to embrace and use the new tools and continuing to foster adoption after go-live are just as important. In this session, you will hear from a customer who will provide their Ariba user adoption successes, best practices, and lessons learned. This interactive session is sure to provide strategies to improve your organization’s user adoption.

1. Make It Stick: How to Get the Most from Your
SAP Ariba Tools After Implementation
Gretchen Gayowski, Assistant Vice President and Senior Vendor Risk Management, Hilltop Holdings, Inc.
Mary Deet, Senior Consultant, SAP Ariba Change Management / March 16, 2016
Public

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Welcome – Hilltop Holdings Inc.
Gretchen Gayowski is currently the Assistant Vice President and Senior Vendor Risk Management professional at Hilltop Holdings Inc.
focusing on Supplier Risk Management and the implementation and management of Ariba SQM, Sourcing, SIPM and Contract
Management Professional. Gretchen led the successful deployment of SIPM and Contract Management within a subsidiary company
and is now leading the expansion of the Ariba Upstream Solutions at the enterprise level while focusing particularly on vendor risk
management processes and how the Ariba solution can support the enterprise business requirements. Gretchen brings over 17 years
of experience in Vendor Management with the last 5 years specifically in the Financial Services Industry.
Prior to joining Hilltop Holdings Inc, Gretchen held the position of Sr. Manager at MCI/Worldcom for 12 years with primary focus on
supplier and contract management from within the engineering organization and later within the Procurement Operations organization.
In addition, Gretchen supported Verizon as a Sr. Consultant for 2 years focusing on the integration of enterprise-wide procurement
groups, including supplier management, through the optimization of existing business processes.
Aligning businesses within ever changing regulatory environments are a proven area of excellence for Gretchen. Detailed experience
with spend analysis and the integration of this data into ongoing purchasing and sourcing decision making activity have been key
components to Gretchen driving successful business transformations within procurement organizations. Additional supply
management experience includes strategic sourcing, vendor solicitation, onboarding and management, vendor risk analysis and
on-going vendor performance management. Gretchen holds a BA from Hood College and MLA from Southern Methodist University.
Gretchen pursued a post graduate certificate in Dispute Resolution and Negotiation from Southern Methodist University because she is
a firm believer that through effective collaboration we can all achieve great success.

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Agenda
We Are Live………Now What?
Change Management – It Doesn’t End with Deployment!
What Was Wrong with My Old File Cabinet?
Measuring Success

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We are live…..now what?
Experience with initial go-live
What worked
 Organic rollout as users became familiar with the new business process that the initial solution was built to support
What did not work
 Formal training in the online support solution before the business process was fully understood by the user community
Experience with subsequent go-live for two modules
What worked
 Actively engaging the super user community as we fine tuned the modules
 Recruiting the right skillset for the job
What did not work
 “Indirect” communication plans
Experience with redeployment of existing solutions and implementation of a new solution
What worked
 Clear understanding and adoption of internal policies prior to design and redesign of solutions
What did not work
 Variable resource experience and movement during the redeployment/deployment process

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Change management – it doesn’t end with deployment
Managing continuous change – fluidity
Continuous improvement post-deployment
 Added e-signature capability
 Modified routing to adjust to organizational changes
 Scaling
Keeping your customer current
Documentation kept in one place for enterprise-wide visibility
 Training documentation
 Shared supplier information

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What was wrong with my old file cabinet?
Understanding compliance
No central repository for policies, processes or procedures: Who knew?
Driving change in business process
Business processes changed with the times, but there was no way to capture for
compliance: “I have to do what?”
Multiple companies, multiple processes
Tracking who is doing business with whom
File sharing………Who has the keys to the cabinet?

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Measuring success
How do we know we are successful?
The phone stops ringing
The name of your tool becomes part of your cultural language
When you announce an update, users express concern over anything changing because they like
what they have now and never want to see change!
Communicating Success
Report – How are we doing?
Stay visible!
Celebrating Success
Keep your team involved throughout the evolution of your solution and celebrate the wins
along the way!

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SAP Ariba Customer Success Day events
Learn from your peers.
Share with your peers.
Grow with your peers.
Learn more at: www.ariba.com/lp/customer-success-day

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