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Oracle University User Adoption Services · • Lifecycle management • Testing • Usability •...
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Oracle University User Adoption Services
© 2009 Oracle Corporation – Proprietary and Confidential
Oracle University Services
Classroom training• Instructor-led public training• Instructor-led private training
Online training• Live Virtual Classes• Knowledge Center recorded training• Self-Study CD-ROMs
Oracle Certification Programs
User Adoption Services
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Oracle Certification Programs (OCP)
• Oracle certifications are reliable validation of training and experience that can accelerate professional development, improve productivity, and enhance credibility.
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Oracle User Adoption Services
• Develop a successful user adoption strategy• Develop consistent communication messages• Develop and implement effective training and support
program
Oracle UAS is an education solutions that helps clients adopt Oracle technology. We are not just about instructor-led training or eLearning, but delivering everything an organization needs so their people really understand and make use of the technology to transact business and achieve results. Our services are designed to help you to:
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Change Management
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Change Management Drive Success
Based on detailed analysis of 4,500 deployments with input from interviews with over 17,000 end users and with project teams and business sponsors
Strategy
People
Technology
19%
21%
22%
17%
21%
Ownership
… 79% of Issues Impacting Success Are Not Technology Based
Process
An Internal Study Validated that…
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Success Criteria vs Risks Mitigation
• Business value• Vision• Business goals
• Steering committee• Executive sponsorship
• Process definition • Process alignment with goals• Process leadership
• Development • Lifecycle management • Testing
• Usability • Performance
• Measurement and reward • Training and communication
• Reinforcement • User involvement
• Organization• Operational metrics
• Success metrics• Channel strategy
• Sustaining sponsorship• Project management
Process
Ownership
Strategy
Technology
People
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Change Management Key Consideration
Communicating the Vision
Alignment of Key Stakeholders
Change Readiness of the Organisation
Clear and effective messaging of the changes
Targeted training for all effected roles
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Change Management Methodology
Oracle’s Change Management Methodology is part of the Application Implementation Methodology. Oracle’s Change Management Methodology focuses on:
• Executive Vision and Strategy• Stakeholder Engagement Plan• Change Readiness Assessments• Change Management Plan• Communications Plan• Organisational Impact Assessment• Training Strategy
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User Adoption is #1 Implementation Problem
“End user adoption is the #1 reason for failed implementations”Source: AMR Research, 2005
Source: TechRepublic Survey
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User Adoption Key Consideration
Preparing the Project Team
Setting the Training Strategy and Scope for End-Users
Provision of a customized Training solution
Just in Time Training Delivery
Post go-live support
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Project Team Training
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Project Team Training
Objectives:• Project team training at the beginning of the project to
prepare the key project team members for involvement in Definition and Elaboration phase.
Scope of Services:• Develop customized project team workshops
• Based on specific customer requirements• Based on the purchased application modules
• Deliver business process orientation workshops
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Training Needs Analysis
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Purpose of Training Needs Analysis
• Provide an understanding of the training needs for each target group of users.
• Identify and compare the current skill sets of each target group of users to the skills requirements mandated by the new system.
• Forms the basis for the recommendations made in the training strategy and delivery approach.
• For client with large IT team, the skill inventory can be collected through the TNA.
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Customized Training Solution
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Oracle Offers Complete User Adoption Solution
Activation MediationOracle eLearningOracle iLearning
Comprehensive Content Authoring
Business Process Doc.
System Process Doc.(UPK) User Productivity
KitOracle Tutor
Content
Learning Path / Content Configuration
OracleApplications
Learning Management System
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Providing Value Throughout the Project LifecycleBe Productive Day ONE!
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Oracle Tutor• Create, audit, and maintain business
process documentation (current & future state)
• Build and deploy role-based desk manuals, providing employees with the information they need to do their jobs
• Support regulatory compliance efforts (SOX, ISO9000, FDA, etc.)
• Integrate with Oracle User Productivity Kit to provide comprehensive content authoring and end user adoption solution
• Easy-to-use Microsoft Word based application
The People to People Documentation
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Many Ways to Access Content
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All Processes > Top Level
Start
Process
Procure to Pay. (1)
Process
Campaign to Cash. (2)
Process
Contract to Renewal.(3)
Process
People to Paycheck.(4)
Process
Project to Profit. (5)
Process
Period End Close toFinancial Reports. (6)
Process
Author to Publish TutorDocuments. (7)
End
Process Flows
Process > Procure to Pay
All Processes
Start
Sub Process
Analyze to Agreement(1)
Sub Process
Requisition to Receipt(2)
Sub Process
Inspection toDisposition (3)
Materialpasses inspection?
Supplier will beproviding
replacement?
Sub Process
Supplier Return to Debit(4)
Sub Process
Supplier Return toReplacement (5)
Sub Process
Supplier Invoice toPayment (6)
EndA
A
N
Y
N
Y
Sub Process > Analyze to Agreement
Process > Procure toPay
Start
Procedure
Material RequirementsPlanning (1)
Procedure
Selecting Supplier (2)
Procedure
Evaluating SupplierPerformance (3)
Procedure
Adding Suppliers (4)
Procedure
Changing Supplier Data(5)
Procedure
Adding Suppliers toApproved Supplier List(6)
Procedure
Changing ApprovedSupplier List Item Data(7)
Procedure
Deleting Suppliers fromApproved Supplier List(8)
End
Sub Process >Requisition to Receipt
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Procedures Linked to Transaction Recordings
Adding Suppliers
Selecting a Supplier
Start
RequesterComplete a SupplierMaintenance form. (1)Forward form to APSupvr. (2)
AP SupvrVerify that all requiredsupplier info iscomplete. (3)
Paperwork iscomplete?
AP SupvrRequest missing info.(4)
> Submit Request: TaxVerificationInformation Letter
AP SupvrRecord info on SupplierMaintenance form. (5)
AP SupvrDetermine whethernonstandard paymentterms requested. (6)
Supplierrequests
nonstandardpayment termsunfavorable to
company?
AP SupvrEvaluate request fornonstandard paymentterms. (7)
Requestrequires further
review?
AP SupvrDeliver SupplierMaintenance form toVP Finance. (8)
VP FinanceEvaluate request fornonstandard paymentterms. (9)Forward SupplierMaintenance form toAP Clerk. (10)
AP SupvrForward SupplierMaintenance form toAP Clerk. (11)
AP ClerkAdd or correct info insupplier database. (12)
> Suppliers> Submit Request:
Suppliers Report
Supplier info iscorrectly entered in
system?
AP ClerkNotify Requester thatsupplier has beenadded to database.(13)
Supplier hasbeen placed on
hold?
AP ClerkFile supplier filemaintenancedocumentation. (14)
End
AP ClerkRetain suppliermaintenancedocumentation insupplier maintenancepending file. (15)
End
A
B
B
A
B
N
Y
Y
N
Y
N
Y
N
N
Y
Links to UPK recordings interactively describing
what the user needs to do within the application
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Oracle User Productivity Kit
The People to System Documentation
• Create and deploy multiple assets for a project rollout or upgrade - all through a single authoring session
• Maintain up-to-date, interactive web based, transactional training, user acceptance test scripts, classroom training materials (both Student and Instructor guides)
• Provide pre & post-go-live performance support
• Integrate with Oracle Tutor to wrap system training in the context of an organization’s business processes and procedures
• Easy-to-use application for project team members – no coding required!
• Supports all Oracle and non-Oracle applications
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Once
Oracle User Productivity KitSingle Recording – Multiple Outputs
Record
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Reduce Content Development Time
Reduce Documentation Content Development Time by 75%• 2 to 3 days – Average time to create one transaction • 4 to 6 hours – Average time with Oracle UPK
Reduce Classroom Content Development• 34:1 – Average classroom material creation time*• 8:1 – Average time with Oracle UPK
Reduce Online Content Development• 220:1 – Average online training material creation time**• 8:1 – Average time with Oracle UPK
*Chapman, B/Brandon Hall – LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management Systems**Chapman, B/Brandon Hall – PowerPoint to E-Learning Development Tools: Comparative Analysis of 20 Leading Systems
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UPK Paper Documents
5 document types from a single source
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Simulation Experience: Learn by WatchingSimulation Experience: Learn by Watching
See It! Mode
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Simulation Experience: Learn by PracticingSimulation Experience: Learn by Practicing
Try It! Mode
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Assessment Experience: Learn by DoingAssessment Experience: Learn by Doing
Know It! Mode
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Do It! Mode
Live Experience: Learn by Reinforcement Live Experience: Learn by Reinforcement
Sits on top of live application
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Print It! Mode
Reading Experience: Learn by DocumentationReading Experience: Learn by Documentation
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UPK Usage Tracking
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Knowledge Pathways
The Knowledge Portal for Projects
Designer, Manager, and Player modulesDesigner, Manager, and Player modules
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Training needs analysis Plan Development Reinforcement
Requirement
OPAnalysis SOL Design Development Testing Go-live Maintains
【Activities】・Content development
- User Manual- Practice Materials- Scenario Materials- E-Learning Content (UPKUPK)
【Training delivery】・Set up Training environment・Deliver training・Training Feedback
【Activities】・Training Assessment・Reinforce training・Business process・Create FAQ
【Activities】・Training Objects・TNA matrix・Business process・Skill set analysis・Training strategy
▲2009/06~ 調査・分析 ▲2010/08 CC稼動▲2010/04~07 Step.1トレーニング▲2009/07~ 計画 ▲2009/09~ 開発
New System Architecture
【Activities】・Training Scope・Class design・Content design・deliverables standard・Training plan
Project Management
ProgressIssue
quality
Position / LevelEnd Users
Oracle UAS Implementation Approach
Oracle UAS approach
▲Training strategy ▲Training Plan ▲Courseware development ▲Reinforcement▲Training delivery
Change Management Activities
© 2009 Oracle Corporation – Proprietary and Confidential
© 2009 Oracle Corporation – Proprietary and Confidential
Successful Deployments Across Verticals
Healthcare & Pharmaceutical
Manufacturing & Processing Financial Communications
Retail & Services Public Sector
© 2009 Oracle Corporation – Proprietary and Confidential
Silicon Image: Increased Efficiencies, User Adoption and User Productivity
Challenges
• An integrated circuit company • Simplify instructional design and end-user training development and
deployment• Provide web-based, user-friendly materials for employee training• Ensure that materials are easily maintained for upgrades and changes to
process• Increase user adoption of Oracle E-Business Suite applications
Solution • UAS,Oracle User Productivity Kit (UPK) and Oracle Tutor
Business Results
• Streamlined delivery of a broad range of user education and support materials from a single source
• Eliminated maintenance of multiple training documents• Enhanced user productivity and reduced IT support costs• Achieved dramatic efficiency gains of 80% to 90% in document
preparation
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New South Wales HealthAustralia
Requirements / ChallengesRequirements / Challenges Change & Training SolutionChange & Training Solution Success FactorsSuccess FactorsHRIS 2 year project aims to streamline, standardise and simplify HR and PayrollLess manual intervention, improved ability to manage the increase compliance complexityCustomer targeting increased self-sufficiency
Change Management and Communication supportTraining Needs AnalysisDeployment of Instructor Guides and Participant Guides and associated eLearning materials to support the trainingTrain the Trainer for HRTraining delivery for Payroll
Change Management leading practices to support the projectBlended training solution to meet all trainees needsAccelerated learning for employeesLearning is managed and reported centrallyOutstanding Oracle University team with change and training skills and knowledgeDelivered what we promised on time & within a fixed price
Application: e-Business HR/Payroll v11i
Business Solution: Adoption of a Shared Services solution