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SAP Productivity Pak powered by RWD: Empower Your End Users SAP AG Siemens Transportation Systems
SAP Productivity Pakpowered by RWD:Empower Your End UsersSAP AG
Siemens Transportation Systems
2. User Performance Support Portfolio
3. SAP Productivity Pak by RWD
4. Case Study: Siemens Transportation Systems
5. Achievements and Next Steps
6. Lessons Learned
7. Recap
1. Learning and Performance Solutions
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Business solutions aim at higher quality and lower costsforOrganizational speedImproved business processesFaster access to informationMinor support issuesMaximizing user performance
Big changes in approach to user preparation1. Users themselves have become a rich source of know-how in a world
rapidly being dominated by user-generated content2. A large percentage of what people learn at work comes through an
informal channel
Sources: The Economist Intelligence Unit 2007 and IDC – Cushing Anderson
Today's Market Requirements
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Learning and Performance Solutions
Learning and performance solutions
Cannot end at the go-liveMust enable users to build up their own knowledge by interacting withthe environmentAddress the informal learning requirements by helping companies buildcommunities of practice among employees with similar job roles andresponsibilities
We have learned that . . . 80% of what welearn is learned on the job*
* Forrester, 2004
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SAP Education: User Performance Support Portfolio
Information
Applications
Processes
2000
SAP Tutor RWD InfoPak
2005
SAP Productivity Pak byRWD*
2007
*Also known as RWD uPerform
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SAP Productivity Pak by RWD
A complete application tocreate, organize, distribute, access, and maintain
business, process, and performance support information
Run the SAP transaction
Capture the transaction procedure –menu path, steps, field entries, screencapture – automatically
Publish the procedure directlyto online help. When end usersask for help, a context-sensitivelink delivers the procedure totheir desktops.
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SAP Productivity Pak Content cycle
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Approach of SAP Productivity Pak by RWD
Constantly evaluate and adjust performance to stay currentwith business goals and individual performance
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Creation of Documentation with SAP Productivity Pak
Project team materialsConfigurationTestBPPsAutomated
capture
Businessintelligence
and
corporateknowledge
Business systems
Performance supportmaterials
End-user materialsCue cardsWork instructionsClassroom exercisesSimulations
PoliciesFAQsProcess flowsConceptsFormsTips and tricks
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Value: SAP Productivity Pak by RWD
Feedback from clients and users
Cost reduction“Document production savings up to 70% compared to situation beforeRWD InfoPak”
Time savings“With a good parent document, the time to create training documentshas dropped considerably”“Updates to help files are much faster now”
Consistency“Users like the consistency of the material, particularly if they have towork across several modules”“I now feel much greater confidence in my abilities to make SAPsoftware work for me, not the other way around”
2. User Performance Support Portfolio
3. SAP Productivity Pak by RWD
4. Case Study: Siemens Transportation Systems
5. Achievements and Next Steps
6. Lessons Learned
7. Recap
1. Learning and Performance Solutions
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Case Study: Siemens Transportation Systems
The impact of SAP Productivity Pak by RWD documentation for SAPsoftware and the current use of SAP Productivity Pak by RWD atSiemens Transportation SystemsA case study on how Siemens Transportation Systems integrated SAPProductivity Pak by RWD into its SAP documentation project for rapiddevelopment of controlled and versioned training materials in variouslanguages, accessed by users directly at the point of use as contextsensitive help within SAP software and by using an electronicperformance support site (EPSS)
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Siemens Transportation Systems
Siemens Transportation Systems is one of the largest suppliers ofrailway technology in the world. As a global player, Siemens givesrailways the competitive edge they need to perform on a world stageby offering products, systems, and services that are innovative,economical, reliable, and safe.
Facts about Siemens Transportation Systems
- 18,864 employees globally
- 1 SAP ERP instance for all offices in Germany and Austria
- Approximately 10,000 users
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Background
End of 2005 Siemens TS made the decision to rearrange the userdocumentation for the SAP System.
This was in order to ensure that the user should get efficient andfast help for the SAP System and the processes which are managedwithin the system.
The primary objectives
Centralized and standardized tool
Output: various types of formats for the end user
Integrated document management
Easy to use interface
Multiple languages
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Project Decision
Siemens evaluated different solutions
The reasons for choosing SAP Productivity Pak by RWD included
Multiple categorization of one document according to differentcriteria (transaction or process)
Integration with SAP Solutions and SAP Support
Full-text search engine
Easy to handle user interface
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Project Plan
1. Implement SAP Productivity Pak by RWD with the go-live of Project PLMOnly anonymous accessOnly the new documentation of Project PLM was recorded by SAPProductivity Pak by RWDExisting documentation was facilitated as managed documents in SAPProductivity Pak by RWD
2. Switch from anonymous to personalized access
3. Record the existing documentation with SAP Productivity Pak by RWD
4. Use of SAP Productivity Pak by RWD to support knowledge transferCreating training documentsCreating e-learning contentCreating Web-based training
Limited resources forced us to go through the project step by step
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Project Implementation
TrainingFor the use of the application, training was divided into threegroups
1. Training of the authors2. Training of the reviewer and the person responsible for approval3. Training of the administrators
Only eight authors needed to be trained. They now act as key users andthey have regular team meetings. The remaining 80 authors learned theapplication on the job and were supported when necessary
Content decisionsThere were two decisions to make
1. Which content should be in the master (build the template)?2. What kind of document should the user be able to choose (HTML,
PDF, work instruction, cue card, simulation, and so on)?
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Project Implementation 2
Translation of the transactionsIn the project, approximately 250 documents were recorded and editedwith SAP Productivity Pak by RWDMore than 250 existing documents were integrated as manageddocuments
Integration of an online helplaunchpad provides
Context sensitive helpdirectly to the userOption to navigate tothe main page to search forspecific topics
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Achievements
The primary targets
Centralized and standardized application
Output: various types of formats for the end user
Integrated document management
Easy-to-use interface
Multiple languages
Siemens wanted to get efficient and fast help on the SAP softwareand the processes that are managed within the software for users
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Next Steps
Switch from anonymous to personalized access
Record the existing documentation with SPP
Use of SPP to support knowledge transferCreating trainingdocumentsCreating e-learning contentCreating Web-basedtraining
Multiple languages
Create test plans from the existingmaster documents to support andlower the complexity and costsof upgrades and software changes
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Lessons Learned
Think about the target group that you want to address
Functionality before designFirst get the solution working, and then spend timedesigning the look and feel
Establish the proper environmentInfrastructure (server) including test serverTrained peopleInstallation of clientsInternal process documentation
Different kind of materialDifferentiation between how-to and why: documents
Spend enough time creating good parent documents
2. User Performance Support Portfolio
3. SAP Productivity Pak by RWD
4. Case Study: Siemens Transportation Systems
5. Achievements and Next Steps
6. Lessons Learned
7. Recap
1. Learning and Performance Solutions
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SAP Productivity Pak by RWD
Enabling a dynamic learning organizationDiscussions and active feedbackSubscriptionsPersonalized learning portal (individual, groups, and language)
Providing robust authoring featuresIntegrated authoring environment (single-source XML editor)Common parentRapid e-learning and assessments (packaged courses)Workflow for content creation and reviewingCollaboration and feedbackContent management (check-in, check-out, and versioning)
Ensuring enterprise scalability and complexityScalability (scalable, server-based solution)Global taxonomies (better support for global implementations)
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