About the Client
- Global service and product provider of vital medicines, supplies and information technologies to the health care industry
- Employs 32,000+ associates worldwide
Project Statistics
- Duration: May 2010 to December 2010
- Number of resources: 4
- Resources included:
- Curricula developers-1.5
- BPP developers- 2.5
- Project manager-1
- Release: SAP ECC 5.0
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Tools: uPerform 3.11, Adobe Captivate 5 and Microsoft Word and PowerPoint
Objective
- Increase user effectiveness for existing end users (approximately 12,000) and new users
Delivered Services
- Advisory services; Designed a developed a strategy to increase user effectiveness, including:
- Delivery of end-user education (approx 140 days) at client locations in the United States, UK, South Africa, Australia and Chile:
- The scope of the effort
- Approach for BPP and end user training documentation
- Delivery of training to new and existing end users
- Created new BPP’s to address transactions not previously covered as determined by missed “hits” in RWD server
- Updated top BPP’s to include current information and simulations based on Support Desk call statistics
- Developed BPP creation and sustainment documentation standards reflecting the recording tool change from InfoPak to uPerform
- Designed and developed 5 customized eLearning courses with the aim of reducing 20% of Support Desk call volume (SAP Basic Navigation, SAP Advanced Navigation, SAP Report Navigation, SAP Travel and Expense Reporting, and SAP Travel and Expense Report Approval)
- Advised client’s User Sustainment team
- Developed Super-User Certification process and “Level 2” Super-User exam
- Developed new documentation storage solution
- Developed training documentation standards for all types of materials (i.e. presentations, exercises, work instructions, job aids, eLearning, etc.)
- Developed self-service points program as an end-user motivational tool
The Teksoft Difference
- Helped client build a business case that contributed to efforts to fund the initiative
- Designed and implemented documentation standards to improve the quality of the BPPs
- Deployed a small, versatile team of veteran training consultants whose experience won immediate credibility with McKesson team members and user constituents, leading to an advisory role on the User Sustainment team.
Results
- Experienced, high achieving professionals and solid processes allowed client the ability to generate maximum production and cost savings from a small staff (4 Teksoft people when the norm called for an 8-10 person team.
- Project finished on time and on budget
- 2010 SAP User satisfactions survey results:
- Application Documentation user satisfaction increased by 14.6%
- Application Training user satisfaction increased by 24.7% substantiating the positive effect of the User Sustainment team’s efforts
