Empowerment Super Users & Super User Groups Slideshare

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Empowerment: ERP Super Users and Super User Groups John McGrann MBA ACMA AIMC CEO Empowerment: ERP Super Users and Super User Groups

Transcript of Empowerment Super Users & Super User Groups Slideshare

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Empowerment: ERP Super Users and Super User Groups

John McGrann MBA ACMA AIMCCEO

Empowerment: ERP Super Users and Super User Groups

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John McGrann MBA ACMA AIMCCEO

15 years Oracle & ERP Applications Manager experienceProjects / Support / Change ManagementChartered Management Accountant & MBA Financial

ManagementPublic sector clients: MoD / Rent Service / Network RailPrivate include: General Electric / Canon / TUI /Saudi Telecom Owner: www.DriveERP.comOwner: LinkedIN group - Drive ERP7 Subgroups: Super Users - Tools - Strategy - Apps & Tech - Change Management - Benchmarking & Performance - ERP

Reporting

Empowerment: ERP Super Users and Super User Groups

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AGENDA

1.EMPOWERMENT2.THE NEED FOR ERP SUPER USERS3.SELECTION & DEVELOPMENT OF ERP SUPER USERS4.ERP SUPER USER GROUPS

Empowerment: ERP Super Users and Super User Groups

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1. EMPOWERMENT

Recent LinkedIn.com poll:

32% - Real Cash Benefit / Cannot Live Without It

68% - Too Complex / Little Value / In Learning Mode

Empowerment: ERP Super Users and Super User Groups

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1. EMPOWERMENT

• The Big Hole • Between IT and the Business in ERP world• Lost ideas, issues, duties, roles, responsibilities, tasks,

deliverables, improvements, productivity, solutions, resources, policies, communications etc

• System goes live - momentum for improvement disappears with it

• The spark then lies with the Business for further improvements

• Business constrained by a lack of knowledge about ERP systems

• Solution to The Big Hole is...ERP Super Users

Empowerment: ERP Super Users and Super User Groups

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2. THE NEED FOR ERP SUPER USERS

• Identify, select, develop and empower key business users who have an aptitude and passion for your ERP system

• ERP systems are enterprise systems and should be driven and owned by the Business and not by the technologists

• ERP Super Users should strive to support and satisfy four objectives:• Automation of business processes to improve productivity• Information to enable better decision making• Education of best practises and developments around ERP• Transformation of how to do business using ERP as an

enabler

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2. THE NEED FOR ERP SUPER USERS

• ERP Super User is a role within a job

• It is not time consuming but the benefits can be huge

• ERP knowledge combined with the functional knowledge is a powerful combination

• Cheaper option than additional Apps resources or consultants

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2. THE NEED FOR ERP SUPER USERS• Key activities which can be undertaken by ERP Super Users

• Drive greater value from your ERP system:

• Business Process - manager of the business processes for selected area. Working with IT (Apps) team to promote further automation and process streamlining

• Module owner / manager - controls access to own functional modules

• Change agent - a positive and active force for change programmes

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2. THE NEED FOR ERP SUPER USERS

• Educator - updating colleagues at all levels on the further capabilities, updates

• Training - consulted on implementation training plans and ongoing training for current and new users

• Solutions - leading Business side and jointly delivering with IT (Apps) a cost benefit analysis for all significant spending on ERP

• Engagement model - regular meeting with appropriate levels on the IT (Apps) team to fix issues and planning around ERP

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2. THE NEED FOR ERP SUPER USERS

• Housekeeping - assuring housekeeping routines and data quality standards maintenance

• Custodianship model - supporting the clarity of roles and responsibilities of the Business side and IT (Apps) side in the ERP space

• Intranet Site - championing continuous improvement in the use of ERP and communicating updates to users

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2. THE NEED FOR ERP SUPER USERS

• Rapid reaction - coordinates the Business side on serious incidents and extraordinary requirements

• SMEs - Subject Matter Experts for the implementation team and for upgrades and major enhancements

• Support System - 1st line support and monitors active support tickets and expedites

• Super User Group - member of the functional Super User Group

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2. THE NEED FOR ERP SUPER USERS

• Reporting - working closely with the IT (Apps) team to meet functional reporting needs in the most cost effective way and controlling access to reporting tools

• ERP Super Users combine their applications skills with business expertise in a cost effective way to drive greater value from ERP

• They are a shining example of empowerment in an organisation. Once the big hole is filled in, it’s time to start building on secure ground

• A natural evolution is the formation of functional Super User Groups

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3. SELECTION & DEVELOPMENT OF ERP SUPER USERS

• Selecting Super Users

• Identify skilled users on the business side• Talk to business analysts and IT (Apps) team about candidates• Young energetic professionals• Need ‘doers’• Not too senior – not too junior• Passionate about ERP and their work• A role within a job

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3. SELECTION & DEVELOPMENT OF ERP SUPER USERS

• Developing Super Users - Ideas

• Functional configuration training• Support ticket system• Business analysis• Cost Benefit analysis• ERP Reporting Tools & Strategy• Housekeeping• Data and databases• Change management• Custodian and Engagement models

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4. ERP SUPER USER GROUPS• OPERATING GUIDELINES

• Vision• Objectives• Benefits• Ownership• Structure• Processes• Customers• Training and Education• Communication• Short Term Requirements

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4. ERP SUPER USER GROUPS

• Vision

“To be acknowledged as the { ERP } Applications user experts in {My Org}”

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4. ERP SUPER USER GROUPS

• Objectives

• Define the overall vision of the ERP Super User Group (SUG)

• Set by SUG with inputs from customers• Compatible with those of other user groups• SUG measures whether objectives are being met• To embrace organisational values and behaviours

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4. ERP SUPER USER GROUPS• Benefits

• Efficiency savings can be identified• Championed at Senior Management level• The SUG will act as customer to ERP Vendor• Understanding of funding and input into prioritisation of

change requests• Provides a forum to share best practice• Identification of cost savings and business process

improvement implementation• Common training requirements are easily identified

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4. ERP SUPER USER GROUPS

• Ownership

• The SUG to be owned and driven by the business• Overall champion should be at senior management level• The SUG leader is to be nominated by the business• The Change Agent – ERP Applications Support Manager• Organisation– All functional Super Users

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4. ERP SUPER USER GROUPS

• Structure

• SUG Champion at senior level• SUG Leader from the business side• Super Users form the group by functional area e.g.

Financials• Supported by the IT (Apps) team• Associate members on an ad hoc basis

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4. ERP SUPER USER GROUPS

• Processes

• Review support call issues• Change request prioritisation for functional area• Review projects relating to functional modules• Develop, review and implement procedures• Clarification of existing application processes• Representation in new and planned project committees

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4. ERP SUPER USER GROUPS

• Customers:

• All ERP functional application users• Senior management team• All dependent functional areas• Suppliers• External users• Auditors – internal and external

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4. ERP SUPER USER GROUPS• Training and Education

• Identification of knowledge gaps for:• Management

• Super Users

• Users

• Knowledge sharing• ERP presentations• Move emphasis from data entry to reporting• Training:• Cost effective

• Requirement led

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4. ERP SUPER USER GROUPS• Communication

• ERP Super User Steering Group – quarterly meeting

• ERP Super User Group – quarterly meeting with action points

• Super User community

• User community

• Actions not Minutes

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4. ERP SUPER USER GROUPS• Short Term Requirements

• Business commitment• Identify ERP Super Users• Identify ERP module owners per function• ERP Super Users to use support call system• Super User responsibilities to be agreed• Super User training• Business to define organisational reporting requirements

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John McGrann – Contact details

SKYPE ID: driveerp

LinkedIn: http://www.linkedin.com/in/johnmcgrann Website: www.DriveERP.comTwitter: http://twitter.com/John_McGrannBlog: http://driveerp.blogspot.com/

email: [email protected]

Empowerment: ERP Super Users and Super User Groups