Ontdek de waarheid achter het échte gebruik van uw SAP systeem – met harde cijfers.


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SAP ALM forum
24 may 2012, 's-Hertogenbosch

Marjolein de Wit, SAP Education Software Specialist, SAP Nederland
Doug Stasko, Sales Engineer, KNOA Software Inc.

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  • Suboptimal use of SAP functionality In a multi-industry study of ERP services, 64% of end users have a sufficient understanding of software, but are not gaining the full benefit of its functionality. McKesson users describe this as “I don’t know what I don’t know about SAP.” High cost to support undertrained employees 46% of BTS Help Desk calls address training issues at an average cost per call of $35. Undertrained employees are at least 5 times more expensive to support than trained employees; the business experiences this cost as lost productivity. High service transition cost and timeframes CRM transition exceeded budget and timeline plans High cost to competency 48% of new McKesson SAP users are trained by co-workers in side-by-side desk training. Based on industry research, untrained users can take up to 22.5 hours to achieve the same skill level that it takes a trained employee 5 hours to achieve.
  • Ontdek de waarheid achter het échte gebruik van uw SAP systeem – met harde cijfers.

    1. 1. Discover the real usage ofyour SAP software – withhard figures
    2. 2. Your Presenters Marjolein De Wit - SAP Doug Stasko –Knoa Software
    3. 3. The end-user visibility gap 30% of performance problems are caused by user behavior 60% of upgrades and roll-outs cause business disruption 25% of reported performance problems are not real 50-60% of application functionality is not used 45% of end-user training 75% of system and is delivered to the wrong application errors are need never reported © 2011 SAP AG. All rights reserved. 3
    4. 4. SAP User Experience Management – What is it? “Knoa Technology is the market-leading provider of enterprise performance management solutions, on- premise and cloud, that monitor, measure, and manage how end-users are utilizing enterprise applications to optimize the end-user experience, enhance user performance, and deliver ROI in real time”© 2011 SAP AG. All rights reserved. 4
    5. 5. Knoa Product Strategy Manage: OptimizeAction. Performance & Deliver ROI Discover: Analytics Dashboard Delivers User Experience & Performance Data Connect: 100% Automated & Complete Monitoring of Core Enterprise Applications© 2011 SAP AG. All rights reserved. 5
    6. 6. SAP UEM by Knoa delivers value across enterprise IT Stakeholders End-User Support Application Dev and QA Application Support Business Stakeholders Business Department Heads Training & HCM Governance, Risk & Compliance© 2011 SAP AG. All rights reserved. 6
    7. 7. SAP UEM by Knoa Product Old New UEM 5.5 Standard Reports No Flexibility Standard Reports Complete Flexibility Imbedded Analytics© 2011 SAP AG. All rights reserved. 7
    8. 8. Product Demo© 2011 SAP AG. All rights reserved. 8
    9. 9. Interested?If you are interested in SAP UEM by KNOA? Feel free to contactmarjolein.de.wit@sap.comAny questions? Thank you for your attendance!
    10. 10. Appendix© 2011 SAP AG. All rights reserved. 10
    11. 11. User Support Dashboard SAP UEM 7.0© 2011 SAP AG. All rights reserved. 11
    12. 12. Application Support Dashboard SAP UEM 7.0© 2011 SAP AG. All rights reserved. 12
    13. 13. Training Dashboard SAP UEM 7.0© 2011 SAP AG. All rights reserved. 13
    14. 14. User support success story  Industry: Healthcare Services  Revenue: $108 Billion  Employees: 35,000  Monitored End-users: 13,000Challenge Primary Stakeholders Suboptimal use of SAP  IT Program Management Office Increasing support costs  End-user support Increasing Service Transition Cost/Timeframes High ‘cost to competency’Goals Value Drivers Understand and optimize  Identified under-adopted functions end-user effectiveness  20% reduction in Warranty Periods Reduce end-user support cost  35% reduction in MTTR  20% reduction in training costs  2X productivity gain in user support  Decreased “cost to competency”© 2011 SAP AG. All rights reserved. 14
    15. 15. Training success story  Industry : Aerospace  Revenue: $4.5 Billion  Employees: 20,000  Monitored End-users: 6,000 Challenge Primary Stakeholder  Expected high turnover in  HCM/Training next 3-5 years creates need for fast on boarding of new employees. Goals Value  Targeted training  Employees at full effectiveness in  Objective User Performance weeks not months Assessment  Reduce Training Costs  Expose user adoption issues  Reduce end-user support costs  Identify system performance issues© 2011 SAP AG. All rights reserved. 15
    16. 16. User adaptation & efficiency success story  Industry : Food and Beverages  Revenues: $34 billion  Employees: 127,000  Monitored End-Users: 5,000Challenge Primary Stakeholder: Highly Complex Environment with  Center of Excellence 20,000 end-user  Director, Help-desk Inability to validate problems  VP Compliance Decreasing utilization  LOB owners Manual effort to collect metrics Can’t identify investment prioritiesGoals Value Drivers Improve satisfaction rating to  End-user productivity gains of 2-10% 4.5 out of 5.0  20% reduction in training costs Decrease ERP support costs  2-5 FTE reduction in process support Continue to drive adoption  Support tickets reduced by 7%  10% improvement in resolution times© 2011 SAP AG. All rights reserved. 16