November 6, 2014

Resurrecting Super User Programs Post Go‐Live

To Drive Sustainable Value

Agenda

• Who is HollyFrontier• Business case for change• Standard Super User approach• Resurrecting the Super User program approach

• Determine governance• Build Super User Training plan• Building Communication and Branding plan• Launch program• Reinforce • Measure

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HollyFrontier Corporation (NYSE: HFC)• Independent refining and marketing 

company founded in 1947 and headquartered in Dallas, TX

• Own and operate five complex refineries with a total crude oil processing capacity of 443,000 bpd

• Produce gasoline, diesel fuel, jet fuel, and specialty products

• Operate in Mid‐Continent, Southwest and Rocky Mountain regions

• Own 40% interest in Holly Energy Partners and 75% in UNEV Pipeline

• Ranked 143 on the Fortune 500

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Where can I find training documentation?

Why are we doing this again? It didn’t work

before.

How can we increase our ROI?

How are we going to build a

sustainable program?

Why are some transactions not

being used?

Super Users – Part of a bigger Program

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Pre Go-Live Super User ApproachIncorporates change management, training documentation development & deployment and communication planning and support and starts long before End User Training and Go-Live

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It isn’t too late…

Now what?

You went live without a Super User Program

Level 3 Level 4ValueCreation

Expert Plane

UserEmpowerment

Seamless Improvement

Level 2Transactional ProficiencyExecuteTransactions

Manage System& Transactions

Level 1ProcessProficiencyProcessImprovement

ManageValue Chain

StrategicManagement

ProcessOptimization

Level 1 Level 2 Level 3 Level 4

LEARNING Business process changes are communicated to the end user community andworkplace adjustments are made where needed.

Able to teach the classes and understand the functionality in their defined area

Global process owners, standards and tools, high process knowledge in organization

A continuous training cycle and budget are established and driven by a recognized entity within the organization

SUPPORT End users have receivedsufficient training to features, functions, roles within business processes, and ongoing governance/ help desk

Able to support end users at go-live and answer basic questions without help

End users are fulfilling keyfunctions within theirbusiness processes and help desk trouble tickets relative to training are at a reasonable level (<20%)

A sustainment program and succession parameters are in place to ensure an on-going program

Our Approach to Building Super User Programs Post Go-Live

Analysis of Super User Capability and Competence

Building the Road Map

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Reinforce and Measure

Build Communication and Branding Plan

Build Super User Training Plan

Launch Program

Determine governance

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Governance – Roles & Goals

• Post go-live, building a Super User program is really about driving towards a COE for the SAP Program by:

– Better usage of SAP and a better return on investment– 90% rating from the SAP User Satisfaction Survey– Measurable reduction in SAP Help Desk “how to” tickets– Pool of resources who can deliver refresher training or help with special

projects such as system enhancements, M&A, testing and data cleansing

– A wide knowledge base, spread throughout the organization

Support ongoing, first line of support within a functional areas for all current and future SAP users

Governance – Super User Responsibilities

• First point of contact for those who need help• Assist in training and testing• Identify organizational impacts of system enhancements and processes• Assist with data validation and cleansing for new acquisitions or

enhancements• Assist in communicating benefits of following standard processes and

building grass roots support• Serve as liaison between the business and represent the needs of users• Act as a change agent for new system enhancements/projects• Participate in a monthly meetings to share concerns, ideas, hear about the

latest system news, etc.• Help maintain user documentation, including WPB recordings and

PowerPoint Presentations

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Governance – Time Commitments

• During Refresher Training: – 30% of their time (refresher training activities including

communications, identifying users, scheduling classes, practicing delivery, delivering the training, reporting training results (attendance, evaluations, test scores), and providing post-training support)

• During ongoing End User support:– 10-15% of their time – The BPM Group believes that most Super Users are already spending

about 5-10% of their time helping their colleagues; the Roadside Assistance program would formalize their roles, and provide structure, training, and a supportive network

• During enhancements or other special projects:– 100% on the project, with their regular positions being backfilled

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Governance – Super User Selection

• Blended selection process – Super Users were selected by both peers and managers

– After nominations, interviews were conducted to assess skills and build the appropriate team – not all nominated associates became Super Users

– One Super User was assigned to every ten end users by location for a total of 23 Super Users in the Accounting function

• Super User program was released to the Accounting Department and will progressively be rolled out to the remaining departments

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Governance – Assessing the Current Situation

• Once the Super Users were selected, a survey was conducted to determine key needs/desires of the Super User group

• Key themes included:– More general SAP knowledge– Better SAP transactional documentation– Cross-training in other functional areas– Troubleshoot SAP standard error codes– Additional business process knowledge

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Super User Training Program

• Build a training plan and timeline that encompasses:

– General SAP knowledge– Business process– SAP transactions– Soft skills required to be effective in

the new role

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Super User Training Plan – Soft Skills

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Super User Training Plan – SAP Skills

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Level 1 (eLearning and ILT) Level 2 (ILT) Level 3 (ILT)

Course Duration Course Duration Course Duration

SAP101 eL 1 Supply 1 General Ledger 8

SAP102 eL 1 Distribution 1 Accounts Payable 12

SAP101 ILT 2 Billing 12

SAP102 ILT 2 Inventory Accts 8

BI KA Refinery Accts 6

Cash Apps and Collections 12

Exchange Acct Revenue 12

Exchange Acct Expense 6

Total 6 2 76

A total of 175 WPB transactions recorded and loaded into Knowledge Accelerator

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Component Description

PowerPointPresentations

Cover key terms, process descriptions, and general knowledge.Answer the questions: who, what, and why.1 deck per course

Work Instructions/Job Aids

Provide step by step instructions to perform specific tasks in the system.Answer the questions: when, where, and how.Many per course – leveraged WPB to build Work Instructions and Job Aids

Simulations Step by step exercises that allow End Users to practice transactionsoutside of the system, thereby increasing their proficiencies prior toexecuting within the system.1 to 1 correlation with the work instructions developed per course.

Exercise Workbooks Role based scenarios built for end users to practice system tasks in the training instance or WPB, as appropriate

Assessments Used to test students on their comprehension and retention of the contentpresented in class.

eLearning Courses Custom SAP Foundations and Basics and Navigation courses built with HollyFrontier specific information.

Key Deliverables

Communication and Branding

• After training plans have been built, communicate the details and ensure everything is ready for Day 1.

• Communication vehicles included:– Leadership Meetings, Department Meetings– Branding– Newsletters– Have FUN!

• Develop a brand name to establish a level of trust, authority and favorable image to help with the initiative

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Communication and Branding Plan

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Roadside Assistance Brand• Why choose Roadside Assistance?

– Fits within the Roadmap logo currently being used– Conveys the value of a helping hand– Works relentlessly to get you back on the road– Is trustworthy and approachable

• What does Roadside Assistance provide?– All SAP End Users will be “enrolled” in Roadside Assistance– When they “break down” and can’t move forward with SAP, they can

call for assistance– A dedicated Super User will work with the End User to address the issue

and get them moving again– The End User will arrive at their “destination” safely, without deviation,

and on schedule

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Super User Brand Values

• Brand Values– Open, honest assistance with system and

business processes– Commitment to providing a high degree of

service to our customers– Commitment to keeping current on system

upgrades and business processes– Prompt reply and resolution to user requests– Patience and understanding when working

with users to address issues

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Sample Communication Collateral

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Launch Program

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• Two day conference held in Dallas to kickoff the program

• Assisted with the development of the SAP functional training development by providing subject matter expert input, as well as providing feedback to training materials

• Received train the trainer to help with future training delivery

Learn…

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Program Certification

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Have fun…

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Celebrate!!!

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How did we do?Level 1 survey conducted post training indicated:

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Topic Score

Overview of Super User program

4.63

Measuring success/ sustainability

4.40

Instructor coaching 4.50

Knowledge Management Portal 4.44

Creating documents in WPB 4.38

Help Desk system and Troubleshooting

4.38

SAP Foundations 4.81

SAP Basic Navigation 4.67

Courses Score

Effective training material

4.50

At the anticipated level and depth

4.38

Will help me with my daily work

4.25

Trainers Score

Organized and prepared

4.69

Knowledgeable about the subject

4.88

Allowed time for questions and discussions

4.81

On a scale of 1 (lowest) to 5 (highest):The average evaluation score was 4.55

Sustainability• To ensure sustainability, the following

60 day goals were put in place:– End User refresher training plan and

schedule will be built for each Super User

– Monthly Super User calls scheduled with agendas and discussion points

– Post updates in the Newsletter and Training Portal

– Build portal profiles of Super Users– Schedule an annual conference for

existing and new Super User induction

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Sustainability – Planned Future Growth

• Progressively roll Roadside Assistance program out to other SAP functional areas

• Build certification program to be completed within 60 days of the Super User kickoff

• Build a plan for rewards and recognition at the annual HollyFrontier Roadside Assistance Conference

• Submit an entry to the 2015 SAPInsight Community of Excellence – Annual Community Choice Awards

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Metrics to Date

• 23 Super Users trained• 76 hours of Train the Trainer• Hired associate to lead program• Training calendar published

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2015 Metric Goals

• Roll out Super User program to another functional area• Implement Knoa to help determine opportunities for

additional training or Super User support• Contribute quarterly success stories to our SAP

Community Newsletter • Roll out at least 12 monthly refresher courses provided

by Super Users• Make Super Users responsible knowledge portal content

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Conclusion – Keys to Success

• Build the plan and be sure to include:– Governance– Training– Communication– Launch– Reinforce and measure

• Take the time to select the right Super Users and survey their current state needs

• Allocate enough time for your Super Users to be successful with the role

• Have fun and celebrate the wins along the way

Questions

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