Five Best Practices from Pfizer s Implementation

Transcription

1 Five Best Practices from Pfizer s Implementation Successful adoption of Pfizer s Global ERP implementation is driven by the consistent application of best practices. We ve chosen five to tell you about. Best Practice #1 Create end user training environments that simulate real-life work conditions. Pfizer s global environment includes a user population of over 25,000 users across commercial markets, logistics centers, and manufacturing plants. Not all users work under the same conditions. To accommodate for variations, the Global adoption team developed unique training environments: To support hands-on training activities, Pfizer built an SAP training environment, along with a library of simulations and training resources developed using the SAP Productivity Pak application by ANCILE. For Radio Frequency (RF) device users, Pfizer developed a hands-on learning lab using local data from the deployment site, giving the users real world practice with the new devices and functionality. We ve received very positive feedback at the plants about these learning labs, says Kris Jackson. Best Practice #2 Employ a small team of master trainers at the global level. In June, 2012 we realized that in order to maximize the effectiveness of our training strategy we needed colleagues within the ERP Business Adoption organization who had SAP functional knowledge and also possessed training and facilitation skills and expertise, said Kris Jackson. As a result, the Master Trainer role was born. Want to apply these best practices in your business? SAP Education consultants can help. Ask your SAP Education Enablement Executive for information about our Education services. Currently, the Pfizer ERP Business Adoption organization has three master trainers supporting finance, sales order management, procurement, distribution, manufacturing, and quality. They are responsible for the curriculum and associated training materials in their functional area (or areas). Master trainers are instrumental in preparing super users to become ERP trainers, and can be called on to deliver end user training in a pinch, as needed. Their functional expertise has greatly reduced our reliance on an already overburdened solutions team, Jackson said. Because our master trainer program has been very successful, we plan to add 1-2 additional master trainers to support Business Intelligence and also Supply Chain Management (APO). June

2 Best Practice #3. Build an effective and sustainable super user program. Super users are the first line of support for users with questions or issues. At each location, the Pfizer ERP team identifies super users with specific functional knowledge to assist end users. To date, there are nearly 1,000 named SAP super users at Pfizer. Their responsibilities include: Serving as the first point of contact for process or system questions Diagnosing and escalating issues as needed Guiding and coaching end users to maximize proficiency Promoting the use of the ERP system Collaborating with other super users to share best practices Depending on their aptitude and training, Pfizer ERP super users deliver training and advanced levels of support at their locations. They can also be called upon to help during hypercare 1 at subsequent deployment sites, and to take part in development and prioritization of continuous improvement initiatives. Sustaining Pfizer s ERP super user program Many organizations reach go-live with a super user program in place, only to lose momentum once the euphoria of a successful implementation subsides. People go back to their regular jobs and lose sight of the fact that users will always have questions, always need to learn new functionality. Pfizer s ERP Business Adoption team would not allow that to happen. They ve ensured a sustainable program through these initiatives: Super User Community of Practice..Pfizer s ERP super users from around the world take part in bi-monthly Community of Practice (CoP) webcasts to share experiences and best practices, training opportunities, and updates from the ERP Program. These CoPs have garnered praise from participants, as shown in the anonymous surveys Pfizer conducts. One respondent wrote, Sharing super users experience and ERP/SAP knowledge with the Community of Practice helps to leverage our SAP skills for efficiencies and best practices. Super User Optimization. Some time after deployment, 2 members of the Business Adoption team schedules optimization visits at previously deployed SAP sites worldwide. The goal is to maximize the business value Pfizer is deriving from the ERP Global Model by ensuring there are trained, capable super users who are, in turn, building proficiency and utilization of the ERP system throughout their user base. This program enables the Business Adoption team to: Maintain a sufficient number of super users to support the user population. Retain and develop new super users, as needed. Enhance the knowledge and skills of super users through refresher training and workshops. 1 A six-week period, post go-live, when Pfizer offers intensive on-site support, and provides refresher training if needed. 2 Timing will vary. Typically, it is months post deployment, according to Kris Jackson of Pfizer. We expect that to be reduced as we complete deployments and turn our attention more heavily to sustainability. July

3 Recognize the contribution of super users. Create collaboration opportunities. Support the resolution of system challenges and issues. Local Sponsor. The Local Sponsor program appoints a business leader to ensure ongoing sustainability, maintenance, and growth of the Super User Program. Local sponsors are responsible for maintaining a sufficient number of super users to support the business locally, providing support and recognition, and working with the ERP team to maximize utilization and value of the ERP system through participation in bi-monthly meetings. Super User Development Path. To sustain and expand the capabilities of its super user team, Pfizer knew it had to provide a path for growth. The Super User Development Path enables super users to progress in their roles and gain additional ERP knowledge and experience. There are four levels: To have a sustainable program, you need to provide the opportunity for growth in the super user role and also recognize their contributions as part of annual performance reviews. We met with HR to set up performance objectives and consider special incentives to reward colleagues for taking on the super user role. Kris Jackson Senior Director, Global Business Adoption, Pfizer 1. Super Users, who are typically identified during deployment, work with users on the floor to answer questions and help resolve issues. 2. ERP Qualified Trainers are super users with the aptitude and desire to deliver training at their sites. They participate in a formal training program that helps them develop the skills needed to deliver classroom training, and gain a broader understanding of Pfizer s ERP curriculum. 3. Senior Super User is a level of recognition accorded to super users who have been actively supporting users, delivering training, and participating in the Super User Community of Practice for at least 18 months. 4. Certified ERP Super User is the highest level on the development path. Prior to certification, the super user must complete SAP s TERP courses. Best Practice #4 Provide effective self-help tools. Pfizer s ERP Business Adoption team developed self-help tools to aid end users and super users alike in performing their jobs on SAP. Here are some examples: Context-sensitive help. Within the production SAP instance, users take advantage of the Help drop-down within a transaction code to access multiple Pfizer-specific training documents. Quick reference guides to simulations can also be found here, providing rapid support. July

4 ERP Navigator. A one-stop shop for anyone who needs to find help in performing their job with SAP. From FAQs to training to commonly reported issues, they can find help across an array of functional areas and topics. The ERP Navigator is built on an intranet site, is easy to find, and is open to all Pfizer colleagues. Additionally, this site is integrated with the Pfizer Business Technology On Demand self-help site (devoted to supporting all IT needs at Pfizer), and knowledge based articles (KBAs) created to service commonly asked questions. ERPtv. In late 2013, Pfizer launched mychannel, an internal video hosting resource similar to YouTube. The ERP Business Adoption team quickly jumped on board and has encouraged colleagues to record their own short videos showing others how to solve an issue in the ERP system, or a best practice they may have discovered. To date, the team has developed over 25 videos with plans to add more. July

5 ERP Training and Support website. This site houses all instructor-led training (presentations, exercise guides, as well as training aids and simulations developed with SAP Productivity Pak) and web-based training courses and support materials on SAP. The website is organized by SAP functional area. In the case of web-based courses, it links directly to a learning management system so that upon completion, learners receive credit for the course. Best Practice #5 Be flexible with your methodology. Learn and adapt as you go. It s okay to modify your approach to accommodate the way people work, and the nuances from site to site. You have to do what s necessary to ensure the best user experience. Kris Jackson Kris Jackson emphasizes that while the Pfizer ERP team has a well-defined methodology that they follow carefully, You can t stand on methodology or principle. As a result, Pfizer has demonstrated a Business Adoption approach that has matured to meet the needs of the overall program and its users. They continue to refine their change management activities as the global model matures and changes. One of our next challenges will be how to support the deployment to small markets. Our methodology needs to be flexible to be successful in the next phase of deployments where the project teams and even the number of end users are small, says Jackson. July