Taking the Super User Concept to the Next Level

Session Code: 2702

Mark Potts, Hershey Foods Corp.

Hershey Foods Corp.

• 2002 sales $4.1 Billion• 14000 employees worldwide• North American confectionery market leader• Headquartered in Hershey, PA

“The Sweetest Place on Earth”

Hershey Foods Corp.Major Brands

KISSES

HERSHEY'S

REESE'S

KIT KAT

TWIZZLERS

JOLLY RANCHER

ICE BREAKERS

CAREFREE

BREATHSAVERS

SAP at Hershey

Modules FI CO SD MM PP PM AM BW

HR underway

3400 users

Implementation SAP 3.1h 1998 SAP 4.6c 2002

Hershey Foods Corp.

Super User Network

The Super User Network is the possibility of an energized community of certified experts, empowered and collaborating at all levels to leverage SAP for competitive advantage.

Super User Network Possibility Statement

Super User Network Roles

IS Advisory Board

Enterprise Solutions Steering Committee

Super UsersHigh

Med

Low

SupportInvolvement

ProjectsInvolvement

High

Med

Low

Strategic Direction

Define Tactical Direction

Execute Action Plans/Projects

Support Action Plans

Enterprise Solutions Development

Enterprise Solutions Support

Roles

Super User Network Key Concepts

• Extension of the SAP Power User’s network• Super Users responsible for local training,

communications and first level support, as well as BDP sharing and recommending process improvements

• Rigorous certification process• Certified gold, silver or bronze with progressive

responsibilities.• Formal responsibility

Super User Network Key Concepts

• Enduring, self-sustaining network– Committed business ownership

– Strong executive & mid-mgmt. support

– Process owner leadership

– Partnership between IS & business

• Increase focus on strategic process priorities and mission-critical apps– Speed to value

• Enable quicker upgrades, implementation of new functionality– The right work in the right hands

– Operationally effective, efficient organization

Super User Network Key Concepts

• Leverage SAP– Ongoing training & knowledge transfer

– Increase confidence level

– Leverage for competitive advantage

• Significant personal benefits to Super Users– Certification and succession planning drive personal

development, create advancement opportunities

– Company-wide recognition

Super User Network Project Phases

• Phase 1 - Design– Analyze/define requirements, design network

• Phase 2 - Pilot– Test breakthrough elements

– Demonstrate positive business impact & significant measured knowledge transfer to user base

• Phase 3 - Roll out– Use network to assist implementation of significant

new functionality

– Quarterly phased extension to other processes

• Phase 4 - Extension– Define broader potential for network concept

Super User Network Design Sub-teams

• Certification• Metrics• Enrollment/Communication• Compensation• Documentation

Super User Network Project Timeline

SUN Certification Team Responsibilities

• Detail Super User roles/responsibilities • Research certification• Develop certification process, templates• Research/recommend supporting technology• Identify and certify Super Users• Develop re-certification process/guidelines• Develop succession planning framework

BRONZE SILVER GOLDProcess Area Expertise Understand basics and develop further

in specific process areaConsidered experienced in specificprocess area

Understand end-to-end business process andprocess specific impact on overall scope

SAP Application Expertise Execute and explain basic processspecific SAP transactions

Execute and explain intermediateprocess specific SAP transactions

Execute and explain advanced processspecific SAP transactions and understandother business area touch point transactions

Formal Training (outside immediatearea/location; i.e. upgrade projects)

Not participating Assist in the development of materialswith Subject Matter experts and others

Develop and deliver materials

Informal Training (ongoing withinimmediate area/location; i.e. newfunctionality, new user, refresher)

Assist others in the delivery of training Deliver training Develop and deliver training

Communications Deliver information from SubjectMatter experts (SME’s) and others

Deliver information from SME’s andothers; capture and forward feedbackto appropriate parties

Develop and deliver information andexpand future possibilities

End User Support Assist/answer basic process specificquestions

Assist/answer moderate processspecific questions

Assist/answer complex process specificquestions

BDP Sharing Some but limited within specific processarea

Share often and implement ideas Always sharing and developing ideas toimprove process efficiencies

Network Involvement Active member of the team Proactive member of the team Visionary member of the team

Projects Not participating Provide input to identify needs andassist launch support

Identify needs and define priorities and helpexecute launch support

Testing Assist others with testing Execute testing Design and execute testing

Leadership Demonstrate skills Consistently demonstrate skills Exemplifies role model skills

Super User Roles/Characteristics

Pilot ProcessRoles/Characteristics

Pilot Process Roles/Characteristics

Certification Assessment

• Web-based hard skills assessment (WebSurveyor)

• Scenario based

• Measures process & technical knowledge

360 Degree Feedback

• Soft skills assessment

• Distributed to Super User’s manager, peers

SUN Metrics Team Responsibilities

• Define overall network metrics

• Define process metrics

• Define individual Super User metrics

• Identify gaps in ability to measure, recommend solutions

• Recommend/develop reporting process/structure

SUN Metrics

• Guiding principles:– Target minimum number of metrics that will

demonstrate value

– Automate where possible– Minimize time commitment

• Focus areas:– Individual SUs, process, network

– Super User activities, time commitment, results

– Tie to corporate KPIs

– User/manager perception of value

– IS process owner time spent - support vs. projects

Activity Reporting

• Weekly survey

• Monthly survey includes• training• communication• project activity

SUN Compensation Team Responsibilities

• Define compensation strategy• Define compensation framework & policy• Define resource requirements

SUN Award Rationale

• Knowledge gain and transfer the network is expected to generate will contribute significant value• The network will position Hershey to leverage

SAP for competitive advantage

• Being an SAP Super User requires effort above and beyond employees’ standard job responsibilities

• Rewarding Super Users for this effort will engage and motivate them to maximize their productivity

• Consistent with Hershey’s pay-for-performance philosophy, the monetary value of awards will depend on Super Users’ performance vs. expectations

Super User Network Pilot Objectives

• Demonstrate improvements in Super User knowledge of process and technology.

• Demonstrate knowledge transfer to end users.

• Demonstrate positive impacts on the business.

Process Candidate Selection

SUN Network Phase 1 Roll OutProcess Candidate Evaluation

Plant Cost Center Distribution PlantProcess Characteristics Shipping Planning Workflow Procurement

Value add to Business 5 3 2 4Value add to IS 3 2 1 3Manpower availability - Business 5 2 3 5Manpower availability - IS 5 2 1 3Management Support - Business 5 3 4 5Management Support - IS 5 1 4 5

TOTAL 28 13 15 25

Legend: 1 to 5 (1 low, 5 high)

Super User Network Pilot Processes

Receiving/IM/WM

– Broad area - large number of users at different levels

– Salaried and hourly employees - union/non-union

– Geographically dispersed

– High turnover

Human Resources

– Major project

– New SAP functionality

Internal Orders

– More complex processes

– Smaller number of users

– All salaried employees

– More centralized

– More technically sophisticated

Normal Activity Month for a Super User

• Standard Super User Activities– Deliver new user training and refresher training to end

users at home plant (as required)

– Assist and resolve 2 to 4 Help Desk problem tickets

– Solve 8 to 12 process questions/situations at home plant

• Network Activities– Exchange e-mail with other members of the Network

– Participate in monthly Network conference call

– Complete monthly metrics report

Additional Activities in the Life of a Super User

• Periodic events– Travel to offsite location for annual users conference

– Coordinate/execute home plant meeting to share conference info

– Remote plant training visits

• Potential activities over the life of a project– 1 to 2 days of project scope work

– 2 to 4 days of test design and execution

– 1 to 3 days to attend personal training

– 2 to 5 days of end user training development

– 3 to 10 days of end user training delivery

– Coordinate and participate in 1 to 2 on-line training sessions via Centra Symposium

Generic Super User Expectations/Objective

Plan and conduct training Assist in the development of new training materials as needed Conduct new user, refresher and new functionality training at your location Perform follow-up as necessary after training

Communicate key SAP and Network information Be the primary communications liaison for the Network at your location Demonstrate your support for the Network Report on Network involvement and results

Act as a key support for SAP end-users In a support capacity, be the “first line of defense” for end users in your

location and as needed at other locations As needed, follow up with Help Desk and IS personnel, document lessons learned

Share BDPs Share lessons learned and BDPs from your location with other Super Users Communicate and implement at your location BDPs learned from other Super Users Participate in I.S. project related activities Identify needs for SAP development work Assist in testing execution

Super User Network Pilot Evaluation

Objective: Improve Super User knowledge• Certification assessment invaluable in identifying current

knowledge level and development needs• Kick-off training, BDP sharing• Help Desk rotation• Monthly conference calls• Plant cross-training visits• Email BDP exchange• Most users bronze or pre-bronze - need more T&D

Recommendations:• Increase conferences to 2 1/2 days to allow more training time.• Include creation of program to develop/advance Super Users (SAP,

process training) into process owner’s resource plan post kick-off.• SUN group to develop/offer soft-skills curriculum (self-paced).

Rec./IM/WM Conference User Feedback

• “The most effective part of the conference was learning to use new tools and learning different uses for reports and old tools. Was a working, a learning conference - not just discussing or brainstorming.”

• “With all the other plants represented it brought a variety of ideas and additional information - it was great.”

• “My only disappointment was that the conference could have been longer.”

• “I was amazed at the different ways we all used different reports in SAP.”

• “Need to discuss how we gain more knowledge and move up in our skill level.”

Super User Network Pilot Evaluation

Objective: Improve end user knowledge• Hundreds of training sessions completed• Very positive feedback from Mgmt.• SUs reporting that training/coaching/BDP sharing activities

are resulting in significant improvements in end user capabilities

Recommendations:• Eliminate end user survey

– Low (30%) response rate– Value not sufficient to offset effort

• Replace with survey of Super Users

SUN Pilot Super User Time Distribution

Oct 2002 - March 2003

TRAINING 39%

SUPPORT 50%

COMMUNICATIONS 11%

Average super user time commitment 4 hours/week (10%)

SUN Pilot Help Desk Activity

82%

18%

PROCESSOWNERS

SUPERUSERS

67%

33%

PROCESSOWNERS

SUPERUSERS

Pre Network Post Network

Avg. 33 calls/month Avg. 18 calls/month

Super User Network Pilot Evaluation

Objective: Demonstrate positive impacts on business• Attempt to link network directly to business KPIs unsuccessful• Improved communications at all levels• Increased training & support activities • Very positive feedback from Mgmt.

Recommendations:• Abandon effort to find KPI links.• Continue pilot weekly/monthly Super User activity surveys

until 12 mos. data gathered.• Eliminate weekly/monthly surveys from rollout process plans

– Business value has been sufficiently demonstrated– Process owners can collect metrics they need informally

SUN Pilot Evaluation Other Key Findings/Recos

Need executive support in encouraging manager involvement• ‘03 Leadership objective for managers of Super User

Didn’t always get right person (or people) identified as Super User• More process owner input into selection process

360 degree feedback didn’t significantly differentiate Super Users• Evaluate soft skills informally based on network activity

Significant process owner commitment to establish/maintain network• Resource commitment must be made during planning process

Thorny compensation issues offset value, not necessary to motivate• No compensation, but need to encourage other forms of recognition

Manager of Super User Objective

Objectives Against CorporateAccountabilities

Measures of Performance

Personal LeadershipSupport Super Users in fulfillingtheir SUN responsibilities anddeveloping their skills.

Allow and encourage them to provide supportand training for SAP end users and toparticipate in network activities.

Incorporate into their development plans actionitems necessary for them to achieve, maintainand advance their Network certification.

Recognize Super Users for their achievementsand contributions.

SUN Pilot Evaluation “One Size Doesn’t Fit All”

Large, decentralized processes

• Tremendous value from formalized network

• Wide range of user abilities

• Succession planning model vibrant

Smaller, more centralized

• Value less obvious• Certification cost/benefit is tenuous

• Users tend to be truly “super”

• Succession planning model collapses

Vs.

Common ground• Formal responsibility

• Value of BDP sharing, communication, sense of “team”

• Documented roles and responsibilities

• Need for recognition

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Session Code: 2702