Super User Certification Program - Logistics Final v1.1

Super User Certification Program
for
IDS Logistics Malaysia
Endorsed by
Ong Chong Beng
Country Managing Director
Looi Chin Boon
General Manager – Logistics
Loke Kah Kheng
Director – Logistics
Helena Pang
Director – HR

TABLE OF CONTENTS
Program Objective ............................................................................................................................. 1
Program Target .................................................................................................................................. 1
Program Prerequisites ....................................................................................................................... 1
Program Description.......................................................................................................................... 1
Program Outcomes ............................................................................................................................ 1
Program Super User Skill Matrix ....................................................................................................... 3
Program Duration .............................................................................................................................. 3
Program Grading System................................................................................................................... 4
Program Rewards & Incentives ......................................................................................................... 5
Appendix A. Skill Rating..................................................................................................................... 6
Appendix B. Sample Team Member Evaluation Form ................................................................... 10
Appendix C. SOS Ticket Severity/Priority and Response & Resolution Time................................ 11
Appendix D. Responsibilities of Super Users.................................................................................. 12
Appendix E. Training Calendar ........................................................................................................ 13

Super User Certification Program - Logistics
Page 1 of 14 Final version 1
Program Objective
The objective of the program is to develop our staff and build a strong organisation of competent staff
who can deliver high quality services to our principals.
Program Target
As of Dec 2008, there are 14 certified super users (yellow belt or higher). Based on IDS Malaysia current
logistics operations, we will need a minimum of 50-60 super users (average 1 super user for every 2 active
principals), and to support the aggressive business growth or expansion, the target is 100 super users by
end of 2010.
Program Prerequisites
Staff enrolling in the program must have:
• Strong understanding of warehouse operation processes – receiving, putaway, picking, etc.
• Hands-on experience using EXceed Warehouse Management Systems (WMS) in daily operations
• General knowledge of information technology (IT) – know how to operate a computer running
Microsoft Windows operating system and working knowledge with Microsoft Office products such
as Excel, Word, etc.
Program Description
The program will equip the staff with IT application skills & knowledge in the following areas (but not
limited to):
• Exceed Warehouse Management System (WMS)
• Hyperion Brio – Business Intelligence & Reporting Tool
• Trigantic – Online Business Information Portal
• Basic IT Infrastructure – PCs, Printers, Network, etc
• Remote Data Terminal (RDT) – Radio Frequency (RF) Application
• Project Management
Program will be extended to cover one or more of the following areas when the business needs arise:
• Transportation Management System (TMS)
• VITal Freight Management System (FMS)
Program Outcomes
In the long term, the program is expected to generate the following:
1. Benefits to the Business
• Improve Service Levels
o Super users are directly involved in operations, thus they can provide faster turnaround in
resolving issues (such as correcting mistakes made by end users).
o Super users are able to supervise or train end users, thus reducing the mistakes made or
preventing them from being made.
• Strengthen Competitiveness and Cost Effectiveness
o With the various skill sets & expanded knowledge, super users can multi-task and take on
more responsibilities with ease, thus lowering operation cost.

o Additionally, super users are able to be involved from A to Z and in all aspects of the
operations, thus eliminating the dependency on more than one party to get the job done.
o Moreover, super users can be involved in continuous improvement programs to increase
productivity through elimination of redundant tasks and process automation.
• Sustain Business Growth
o The business needs to attract new talent and retain adequate staff with the right skill sets
to continue expanding and growing.
2. Benefits to the Staff
• Increase Job Satisfaction
o Provide another avenue for the staff to excel & challenge themselves, personally &
professionally.
o More challenges will keep the mind simulated and will encourage super users to think
critically and execute prudently.
• Better Job Opportunities and Renumeration Package
o Besides the rewards & recognition, super users will be the first in line to be considered for
promotion.
o Super users with exceptional or outstanding skills & capacity can expect overseas posting
opportunities to expand their horizon and experience.
o Please see section Program Rewards & Incentives for potential improved renumeration.
• Improve Soft Skills
The certification program supports the staff’s ability to:
o communicate clearly, concisely and correctly in the written, spoken and visual form
o interact with others in groups or teams in ways that contribute to effective working
relationships and the achievement of goals
o take responsibility for her or his own actions and decisions
o manage the use of time and other resources to attain both personal and company goals

Program Super User Skill Matrix
The skills/knowledge to be acquired by the respective super users will depend on the initial grading. For
new super users who just joined the program, the emphasis will be on application, IT infrastructure, and
needs analysis (also known as writing the functional business requirements, FBR).
Belt Colour White Yellow Green Black Master Black
Skill Acquisition
1. Application – Use √ √ √ √ √
2. IT Infrastructure √ √ √ √ √
3. Needs Analysis / FBR √ √ √ √ √
4. Application – Setup √ √ √ √
5. Conduct Training √ √ √ √
6. Project Management √ √ √
7. Process Design √ √
8. Advise/Recommend √ √
After going through the certification, the super users are expected to possess the skill and knowledge
rating as detailed in Appendix A.
Program Duration
The duration required to advanced from one grade to another normally takes 12 months.
Grade / Belt Colour White Yellow Green Black Master Black
Duration (months) start 12 24 36 48
Though rare, there may be exceptions for staff who has outstanding skills and high intelligence to advance
to the next grade in less than the stipulated time. Such cases will be evaluated on a case by case basis by
the Human Resources Manager and Logistics Director, with the final decision from the Logistics BU Head.
Training will be conducted at least 4 times a year for both white & yellow belt super users or as when
necessary. Each training session will be conducted in the last month of every quarter. Exact training
duration, time, and venue will be announced at least 1 month before training commences.

Program Grading System
Certificate will be issued at the end of every year based on cummulative performance in one or more
areas as listed in the table below.
For example, a staff who joined the super user certification program initially will be known as a white belt
holder. The staff will be given adequate training and evaluation will be based on the staff performance in
classroom exams (75%) & issue resolution (25%). The staff who achieves the overall passing score of 80%
or higher will be awarded the certificate and holds the next belt colour, which is yellow.
Belt Colour White Yellow Green Black Master Black
Grading Method*
1. Classroom Exams 75% 25% - - -
2. Issue Resolution 25% 50% 20% 20% 10%
3. No. of Trainings Conducted - - 30% 20% 10%
4. No. of Projects Involved - 25% 30% - -
5. No. of Projects Managed - - 20% 40% 30%
6. Value or No. of Initiatives Realised - - - 20% 50%
TOTAL 100% 100% 100% 100% 100%
Exams Involved ? Yes Yes No No No
Part of Staff Performance Goals ? Yes Yes Yes Yes Yes
*6. Value or No. of Initiatives Realised – Master Super Users must be able to recommend cost savings initiatives or
process improvement projects to be implemented via IT application or tools. The value (usually in cost or time
savings) or number of such initiatives in a year shall be determined by the Logisctis BU Head or Director.
*5. No. of Projects (or Initiatives) Managed – The keyword is successful implementation within timeline and/or
budget. For the black belt user to achieve a full score of 40%, the projects must be implemented ahead of timeline
and/or below original budget.
Examples of goal setting and evaluation results is shown below:
Goals Measures/
Targets
Weighting U
(0)
P
(4)
A
(6)
E
(8)
O
(10)
Score
1. Implement project X by Jun-09. Jun-09 20% Aug-09 Jul- 09 Jun-09
√√√√
May-09 Apr-09 1.2
2. Implement initiative Y within the
original RM100K budgeted.
RM 100K 30% 120K+ 110K 100K 90K 80K-
√√√√
3.0
3. Implement project Z by Dec-09
within the RM50K budget.
Oct-09
RM 50K
20%
30%
Dec-09
70K+
Nov-09
60K
√√√√
Oct-09
50K
Sep-09
√√√√
40K
Aug-09
30K-
1.6
1.2
The number of projects to be managed by a black belt super user in a year is to be determined by the Logisctis BU
Head or Director.
*4. No. of Projects (or Initiatives) Involved – The keywords are getting involved, be a team player, and share the
workload. The number of projects that a green belt super user needs to be involved in a year is determined by the
Logisctis BU Head or Director. Eventhough subjective in nature, the OPC heads and project managers shall be

responsible to evaluate the super user contribution based on a predefined set of criteria (see Appendix B for the Team
Member Evaluation Form sample).
*3. No. of Trainings Conducted – Besides the fixed 4 annual super user training, super users are expected to be
training new staff. The number of trainings conducted shall be determined by the Logisctis BU Head or Director.
*2. Issue Resolution KPI – The KPI will be monitored in PerfectTracker SOS Ticketing System. 90% of tickets on issues
reported must be closed (resolved) within the time specified based on severity or priority of the issue (see Appendix C
for definition of issue severity or priority). Tickets escalated to the IT team are included in the KPI calculation as super
users are encouraged to take ownership, followup and also highlight if IT support is not up to the mark.
*1. Classroom Exams – Passing score for each exam is minimum 80 out of a possible 100. Staff must take and pass all
exams conducted in a year. Staff who failed any exams must retake equivalent exams in order to be certified or move
to the next level of certification. Any staff who misses a scheduled exam without approval will be given “0” (zero)
score for the exam.
Program Rewards & Incentives
Besides certificates being issued to super users who have advanced from one level to another, the other
reward is the additional annual bonus, which quantum is listed in the table below.
Grade / Belt Colour
Achievement
White
to
Yellow
Yellow
to
Green
Green
to
Black
Black
to
Master Black
Rewards & Incentives
- Annual Performance Bonus
Additional
RM 300
Additional
RM 500 or
0.25x of monthly
basic salary,
whichever is
higher
Additional
0.5x of monthly
basic salary
Additional
1.0x of monthly
basic salary

Appendix A. Skill Rating
The explanation on the ratings is:
n.a. – Not applicable. The super user does not need to have proficiency in the subject at the moment.
0 – Newbie. The super user has no prior knowledge but needs to acquire the skills/knowledge.
1 – Beginner. The super user possesses the skills/knowledge but has limited practical experience & needs guidance.
2 – Intermediate. The super user is able to define, configure / setup, execute, and conduct basic training with
minimal guidance.
3 – Advanced. The super user has the Intermediate skills/knowledge & the ability to train, guide, tutor, and
supervise.
4 – Expert. The super user has the Advanced skills/knowledge & the ability to advise, consult, & innovate.
No. Description White Yellow Green Black
Master
Black
1 EXceed WMS v5 Functions & Features
1.1.0_Storer 1 2 3 4 4
1.2.0_Commodity 1 2 3 4 4
1.3.0_Facility 1 2 3 4 4
1.4.0_Location 1 2 3 4 4
1.5.0_Bill of Material 1 2 3 4 4
1.6.0_SKU Alias 1 2 3 4 4
1.7.0_Pack 1 2 3 4 4
1.8.0_Putaway Zones 1 2 3 4 4
1.9.0_Route Master 1 2 3 4 4
1.10.0_Assign Pick Location 1 2 3 4 4
1.11.0_Document Lookup 1 2 3 4 4
1.12.0_Pre-Allocation 1 2 3 4 4
1.13.0_Allocation 1 2 3 4 4
1.14.0_Putaway Strategy 1 2 3 4 4
1.15.0_Code 1 2 3 4 4
2.1.0_Purchases Order 1 2 3 4 4
2.2.0_ASN Receipt 1 2 3 4 4
2.3.0_Trade Returns 1 2 3 4 4
2.4.0_XDock 1 2 3 4 4
2.5.0_Shipment Orders 1 2 3 4 4
2.6.0_MBOL 1 2 3 4 4
2.7.0_Adjustment 1 2 3 4 4
2.8.0_Transfer 1 2 3 4 4
2.9.0_Kitting 1 2 3 4 4
2.10.0_Inventory Moves 1 2 3 4 4
2.11.0_Inventory Balances 1 2 3 4 4
2.12.0_Inventory Transactions 1 2 3 4 4
2.13.0_Inventory Holds 1 2 3 4 4
2.14.0_Inventory Replenishment 1 2 3 4 4
2.15.0_Inventory QC 1 2 3 4 4
3.1.0_Batch Planning 1 2 3 4 4
3.2.0_Manual Planning 1 2 3 4 4
4.1.0_Scan In 1 2 3 4 4
4.2.0_Scan Out 1 2 3 4 4
4.3.0_Scan Activity Report 1 2 3 4 4
6.3.0_Packing 1 2 3 4 4
6.4.0_Pickslip No Search 1 2 3 4 4

Master
Black
7.1.0_Maintain Report 1 2 3 4 4
7.2.0_Maintain RCM Report 1 2 3 4 4
7.3.0_View Report 1 2 3 4 4
8.1.0_Stock Take 1 2 3 4 4
9.1.0_Security n.a. n.a. n.a. n.a. n.a.
2 Exceed v5 Middleware / Interface Engines
2.1.1_InterMachine Link (IML) 0 1 2 3 3
2.1.2_Data Transformation Services (DTS) 0 1 2 3 3
2.1.3_Electronic Commerce (EC) 0 1 2 3 3
2.1.4_Electronic Data Interchange (EDI) 0 1 2 3 3
3 Functional Business Requirements (FBR)
3.1.1_EXceed WMS Reports 1 2 3 4 4
3.1.2_Brio Reports 1 2 3 4 4
3.1.3_Interfaces IML 0 1 2 3 4
3.1.4_Interfaces EDI 0 1 2 3 4
3.1.5_Process or Function Change 0 1 2 3 4
4 Project Management
Phase 1 - Define
4.1.1_Project Charter 0 1 2 3 4
4.1.2_Project Plan 0 1 2 3 4
4.1.3_Project Budget 0 1 2 3 4
4.1.4_Project Org Chart 0 1 2 3 4
4.1.5_Change Management Plan 0 1 2 3 4
4.1.6_Risk Management Plan 0 1 2 3 4
4.1.7_Roles & Responsibilities 0 1 2 3 4
4.1.8_Project Room 0 1 2 3 4
4.1.9_Project Orientation 0 1 2 3 4
4.1.10_Gap Analysis 0 1 2 3 4
4.1.11_Business Narrative 0 1 2 3 4
Phase 2 - Train & Explain
4.2.1_Report & Forms 0 1 2 3 4
4.2.2_BCP Plan 0 1 2 3 4
4.2.3_Training Plan 0 1 2 3 4
4.2.4_Data Conversion 0 1 2 3 4
4.2.5_Training Catalogue 0 1 2 3 4
4.2.6_Standard Operating Procedures (SOP) 0 1 2 3 4
Phase 3 - Configure
4.3.2_Functional Business Requirements [see section 3 above]
4.3.4_Technical Specifications 0 1 2 3 4
4.3.5_Security Matrix 0 1 2 3 4
4.3.6_System Setup 0 1 2 3 4
4.3.7_Configuration Workbook 0 1 2 3 4
Phase 4 - Test
4.4.1_Test Plan 0 1 2 3 4
4.4.2_Test Script 0 1 2 3 4
4.4.3_Data Conversion Plan 0 1 2 3 4
4.4.4_User Acceptance Testing (UAT) 0 1 2 3 4
Phase 5 - Training [see section 1 & 2 above]

Master
Black
Phase 6 - Go Live
4.6.1_Cutover Plan 0 1 2 3 4
4.6.2_Readiness Review 0 1 2 3 4
Phase 7 - Post Live Support
4.7.1_Issue Log 0 1 2 3 4
Phase 8 - Project Closure
4.8.1_Project Closure Report 0 1 2 3 4
4.8.2_Case Studies 0 1 2 3 4
5 Hyperion Brio 6.6 Feature & Function
Brio Intelligence Explorer
5.1.1_Query & Results 1 2 3 4 4
5.1.2_Tables 1 2 3 4 4
5.1.3_Pivot Tables 1 2 3 4 4
5.1.4_Charts 1 2 3 4 4
5.1.5_Reports 1 2 3 4 4
5.1.6_Row Level_Security 1 2 3 4 4
Brio Intelligence Server
5.2.1_Broadcast Server n.a. n.a. n.a. n.a. n.a.
5.2.2_On Demand Server n.a. n.a. n.a. n.a. n.a.
5.2.3_Administration & User Security n.a. n.a. n.a. n.a. n.a.
5.2.4_Open Catalog Extensions (OCE) n.a. n.a. n.a. n.a. n.a.
Brio Executive Information Systems (EIS)
5.3.1_Objects n.a. n.a. n.a. n.a. n.a.
5.3,2_Java Scripts n.a. n.a. n.a. n.a. n.a.
6 Trigantic
Trigantic for Logistics
6.1.1_Personalised Home (Dashboard) 1 2 3 4 4
6.1.2_Activities / Transactions 1 2 3 4 4
6.1.3_Analysis 1 2 3 4 4
6.1.4_Transactions 1 2 3 4 4
6.1.5_Contractual KPIs 1 2 3 4 4
6.1.6_Forecast 1 2 3 4 4
6.1.7_Report Subscription 1 2 3 4 4
7 Remote Data Terminal (RDT)
Functions & Features
7.1.1_Cycle Count 1 2 3 4 4
7.1.2_Inquiry 1 2 3 4 4
7.1.3_Inventory Move 1 2 3 4 4
7.1.4_Putaway 1 2 3 4 4
7.1.5_Receiving 1 2 3 4 4
7.1.6_Administration & Security 0 1 2 3 3
Hardware Setup / Configuration
7.2.1_Intermec CK30/CK31 0 1 3 3 3
7.2.2_Intermec CV30 0 1 3 3 3
8 IT Infrastructure
Hardware
8.1.1_Computer Equipment - PC/Notebook/Printer/UPS 1 2 3 3 3

Master
Black
8.1.2_Network Equipment - Routers/Switches/Modems 1 2 3 3 3
8.1.3_Server Equipment - WMS/Terminal Services/Citrix 1 2 3 3 3
Software
8.2.1_Microsoft Windows Operating System 1 2 3 3 3
8.2.2_Microsoft Excel & Word 1 2 3 3 3
8.2.3_Microsoft Outlook 1 2 3 3 3
Support
8.3.1_Troubleshooting Connectivity Issues 1 2 3 3 3
8.3.2_Installing Drivers, Patches, Software, etc 1 2 3 3 3

Appendix B. Sample Team Member Evaluation Form
Team Member Evaluation Form
Super User Name: ______________________________________________________
OPC Head/Project Manager: ______________________________________________________
Project Name: ______________________________________________________
Project Start Date: ________________ End Date: _____________
SUPER USER EVALUATION: 5 = Excellent, 4 = Good, 3 = Acceptable, 2 = Marginal, 1 = Unacceptable
Personal Characteristics Score
COOPERATION - Willing to listen to others or willing to discuss disagreement and adapt
COMMUNICATION - Helped to identify and clarify problems or make an effort to be understood
COLLABORATION - Work well with other members of the team
PUNCTUALITY - Attended all team meetings and was punctual
RESPONSIBILITY - Completed assigned tasks as promised and on time
COMMITMENT - Gave the project a high priority and willingly accepted responsibilities
PARTICIPATION - Volunteer comments and opinions freely without reservation or prejudice
CONSCIENTIOUS - Saw what had to be done and did it without prompting or pressure
CONTRIBUTION - Good suggestions or ideas that helped the project progress smoothly
INTEGRITY - Genuinely concern and care about the project results, progress, and well-being
OTHERS - please specify if any …
TOTAL Score

Appendix C. SOS Ticket Severity/Priority and Response & Resolution Time
Severity/
Priority
Type of Issues Examples of Issues
Expected
Response
Time
Expected
Resolution
Time
1-Critical
Operation is halted and there is no
workaround solution available
* WMS cannot be assessed
* Interface data not received
ASAP & within
15 minutes
ASAP & <= 4
hours
2-High
Operation is halted but there is
temporary solution in placed
* Delivery documents cannot be
printed on-site
within
1 hour
< = 48 hours
3-Medium
Operation is not halted but operation
efficiency is impacted
* Access to WMS is slow
* Workstation is out of order
* RDT terminal is not working
within
4 hours
<= 5 days
4-Low
Changes required on existing processes,
strategies, reports, etc
* Change in picking strategy
* Format change in reports
<= 24 hours <= 10 days
5-Other Others (no impact to operations)
* IT related purchases
* New network point installation
* New user account creation
<= 48 hours <= 6 weeks

Appendix D. Responsibilities of Super Users
The responsibilities of super users can be categorised into two major areas:
Operations
• Provide 1st level support for issues or incidents (application, data integrity, etc)
• Ensure all issues and incidents are documented in the PerfectTracker SOS ticketing system
• Escalate unresolved tickets to Local IT team promptly to meet the resolution time as stated in
Appendix C
• Monitor & maintain inventory integrity via cycle counts or stock take
• Perform & maintain application setup or configuration according to operating requirements
(maintenance of configuration workbook)
• Perform periodical process review to ensure SOP compliance
• Conduct application training to new staff or staff who needs skill upgrade
• Perform periodical transaction review to ensure completed transactions are properly closed
and can be archived to ensure healthy system performance
• Involve in continuous process improvement (CPI) initiatives to improve staff productivity and
transaction accuracy
Implementations
• Perform data mapping to ensure all master and transaction data (consignee master, SKU
master, order details, etc) required is available manually or through electronic interfaces for
operations
• Perform reporting requirements analysis and ensure requirements are met by functionalities
in Trigantic, and create new or identify existing Brio reports to fulfill the gaps
• Perform operation needs analysis & design strategies to ensure requirements are fulfilled, and
create the gap analysis report detailing the requirements unfulfilled
• Write the functional business requirements (FBR) documentation that details the
improvement requirements
• Perform application setup to fulfill the operating requirements identified
• Complete the configuration workbook to document all setup or configuration
• Create standard operation procedures (SOP) documentation required as education material,
guidelines or reference
• Conduct application training for operation staff to support the project/initiatives
End User
Super User
Local IT Staff
Global IT Staff
1
st
Level Support
2
nd
Level Support
3rd
Level Support

Appendix E. Training Calendar
To be announced.

Version Change Log
Version Date Author Amendment Description
Draft v1 01 Dec 2008 Calvin Yong Creation of all sections
Draft v2 09 Dec 2008 Cheah Keat Kheong Added:
- Program Rewards & Incentives (pg 5)
Draft v3 12 Dec 2008 Calvin Yong Added:
- Program Target (pg 1)
- Appendix D. Responsibilities of Super Users (pg 12)
- Appendix E. Training Calendar for 2009 (pg 13)
Final v1 22 Dec 2008 Calvin Yong No changes from draft v3

Super User Certification Program - Logistics Final v1.1

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