ADVENTIST HEALTH SYSTEM USES UPK TO OVERCOME DEVELOPMENT CHALLENGES

Oracle Open World 2014

Clayton Alves

• Leads the ERP training effort for Adventist Health System

• 17 years of experience implementing ERP systems

• Instructional design and development guidance• Training delivery• UPK administration• Trainer development

Joel Thilburg

• 20+ years of functional expertise

implementing Oracle applications

• Change management and organizational

readiness

• Business process and workflow mapping

• Test coordination and execution

• Instructional design and development

• End user adoption and production support

• Oracle UPK certified implementation

expert

• 10+ years leveraging UPK through the

project lifecycle

About Your Presenters

Agenda

• Company and project information• Challenges faced by the project team• Training plan• Executing the plan

Adventist Health System

Adventist Health System is a faith-based health care organization headquartered in Altamonte Springs, Florida.

• Each facility operates independently in delivering care and services to best meet the needs of the local communities they serve.

• While each entity is unique, all remain united in one mission of Extending the Healing Ministry of Christ.

1973Adventist Health System was established

70,000Employees and physicians

4.5 million+Patients served annually

22 Home health and hospice agencies

16 Skilled nursing facilities

45 Hospital campuses operated in 10 states

500+Physician Offices

7.4 billion+Total Operating Revenue

7.1 billion+Expenses

8,300Licensed Beds

Project Information

Adventist Health System’s Enterprise Resource Planning initiative:

• Deploying PeopleSoft 9.2 Finance and Supply Chain Management and Human Capital Management

• Establishing shared services functions within the corporate Finance, Supply Chain and HR departments

Overview

Adventist Health System has utilized the Oracle User Productivity Kit (UPK) to develop internal training for the iSynergy project. UPK has many benefits, such as:

• Reduced development time

• Testing mode

• Flexible training options

• Multiple forms of output

• Online assessments

What is User Productivity Kit?

• Single-Source Content Development Platform‒ Develop, customize, and publish online learning, documentation, and

support content for all enterprise applications‒ Easy to use and deploy‒ Create and deploy multiple assets through a single authoring session‒ Standardize document output‒ Supports geographically dispersed organizations‒ Applies across Oracle and non-Oracle Applications‒ Provides value throughout the entire lifecycle

CHALLENGES FACED BY THE PROJECT TEAM

Multiple Teams in Shared Environments

Finance, Supply Chain and Human Resources teams operated independently while developing and testing in shared environments

FSCM HCM

Supply Chain Finance Human Resources

• Functional Team

• Training Team

• Functional Team

• Training Team

• Functional Team

• Training Team

Impacted by Development Delays

9.1 to 9.2

Delivery of OATS

Delivery of Training

Environment

Other Training Challenges

• Multiple content releases are required for each facility learning management system

• Custom content was required for the help menu• Timing of user interfaces, forms, and reports

development and design• UPK learning curve for training developers• Diverse audience that required various delivery

methods

TRAINING PLAN

Utilize UPK as an Accelerator

Testing• Create test scripts• Integrate with OATS

Training

• Instructor led and computer based delivery

• Training documentation

In-App Support

• Help content• UPK library

UPK

Utilize UPK through the Training Lifecycle

Oracle Pre-Built Content• PeopleSoft HCM and FSCM

PeopleSoft Application Testing• UPK and OATS

PeopleSoft Application Training• LMS deployment for online

training• ILT training• On-demand training library• On-demand training

documentation

In-Application Support• PeopleSoft context sensitive help

integration• PeopleSoft related content• In-application support tracking and

reporting

Establish Training Development Approach

Lesson Outlines

• Determine lessons, objectives, and topics

Storyboards

• Identify content, methods, and timing

First Draft

• Create initial UPK concept pages and recordings

Second Draft

• Update content based on initial reviews

Final Draft

• Update content based on final reviews and publish to the production library

Establish Common Development Standards

• Worked with corporate communications to develop standards and templates

• Word templates– User guides– Instructor guides

• PowerPoint templates– Quick reference guides– Job aids

• UPK templates

Utilize Experts

• Contracted Joel Thilburg to provide Jump Start training for UPK and OATS

• Retained Joel to serve as the UPK administrator• Contracted five training developers with UPK experience

The JOLT Advantage

• A specialized consultancy focused on UPK project lifecycle support services and end user adoption

• Applications implementation, upgrade, support and training success: Oracle UPK Certified Implementation Specialists Oracle Certified Trainers Change Management, Instructional Design and End User Adoption Experts Over 15 years of successful implementation and upgrade projects for Oracle applications and User

Productivity Kit Oracle Gold Partner

Energized Training and End User Adoption… It’s what we do!

Visit our UPK demo grounds at Booth #3638 in Mascone West.

EXECUTING THE PLAN

UPK Strategy: The Key To Success

Evaluate How can UPK be leveraged across the project lifecycle

Plan UPK Strategy for all Project Phases

Train UPK Developer and OATS Training

Install and Administer

UPK Installation, Administration, Standards and Branding

Develop and Deploy

Build, Record, Edit, Publish and Deploy

UPK Project CenterpieceOracle Pre-built Content Development Starting Point – Reduce Test Script Creation Time

Test Scripts Testing Integration with OATS – Unit, String, Integrated, UAT

System Business Process Procedures Add Business Process - Conceptual Information

Training ContentTraining Template - Business Process Procedures – Re-Record Process

DeploymentLMS, Player for ILT, Training Guides, In-Application Support, PS Related Content

UPK Training & Mentoring

UPKDeveloperJumpstartTraining

UPKand

OATS Training

UPK Installation

and Technical Support

UPK Development

Mentoring

UPK Development Standards &

Training

UPK Testing

Integration

UPK Administration

Training

UPK Installation• Installed and Configured UPK 11.1 Standard in a Multi-User

Environment with Windows Authentication• Installed Knowledge Center for In-Application Support tracking

using anonymous user

UPK Design and Standards• UPK Demo

– Created Demo course to demonstrate the deployment options of the UPK Player

• Created UPK Developer Standards– Created Developer Standards

Guide and Trained Developers on Best Practices

UPK Library Configuration• Create folders and permissions• Add authors and set permissions• Create workflow states• Import delivered content• Set default options and export file for authors to import• Build testing outline from testing matrix• Build training outline from course outlines• Created custom publishing category• Customized documentation templates to align with Adventist Health

System brand standards

UPK Appearance• Created custom publishing category• Customized documentation templates to reflect the corporate brand

standards

UPK Testing Strategy

• Single Line Test Scripts in OATS– Manage Detailed Test Scripts in UPK Only – Single Source and Truth– Publish Try It!, Print It!, and Test It! Mode

• Test It! Mode for Test Execution– More Intuitive Test Execution Interface– Can Record Pass/Fail/Comments

• Test Summary Attachment– Test It! Produces a Test Summary Document– Easily Attach Screen Shots as Proof of Test– Update OATS Pass/Fail and Issues

UPK Testing StrategyImport Tests with Link

Publish Test It!

UPK TestingCreate Content in

DeveloperPublished UPK Testing Library

Test It! Player

Test Summary

Oracle Application Testing Suite

Execute Test

Test Manager

Test Matrix

Curriculum Build• Build continued during environment delay

– Incorporated test scripts into UPK course outlines– Recorded topics using other environments– Built concept pages capturing key business process information

• Incorporated the business process information– Explanations– Images and attachments– Business flows

• Allowed for peer reviews to proceed• Used the re-record process to rapidly update content to align with

brand standards

UPK Training Deployment• Training courses deployed through LMS• Training outlines published to knowledge center for on-demand self-

paced learning• Utilized training outline for in-application support with PeopleSoft

help

UPK Deployment Solution• Utilized UPK for on-line and instructor-led training

– Used the See It! and Try It!– Live exercises– Selectively used Know It? mode

• In-application support– Context sensitive help– Do It! and Print It!

Key Benefits• Time to delivery

– Time saved by leveraging pre-built UPK content – Resources new to UPK were able to record and validate accurate

transactional test scripts – Training development was reduced by utilizing recorded test scripts

• Maintenance– Test Scripts, business process and training managed in Knowledge Library

• Content Accuracy– Transaction accuracy validated during the testing phase are brought forward

for training

Success with UPK• Success begins with planning

– A strong foundation is paramount– Develop a strategy through deployment and beyond

• Treat UPK as an implementation accelerator– Robust training lifecycle tool – reap the benefits!

• Get expert help early in the project– Benefit from their experience– Avoid high cost of delays

Questions?