Super User 101

[ GRETCHEN LINDQUIST

[December 4, 2008
ASUG INSTALLATION MEMBER
MEMBER SINCE: 1997

Cristin Merritt
Insite Objects

[ GREG CAPPS
ASUG INSTALLATION MEMBER
MEMBER SINCE:1998

[ ISRAEL OLIVKOVICH
SAP EMPLOYEE
MEMBER SINCE: 2004
I couldn’t have done this
without…
Suzette Hannah-Hessler

Paul Mattos
Matthew Harmon

Shannon Cavaiche
Dirk Manuel
Carol Kimball
Larry Bean
Darlene Hinkle
YOU.
 David W. Hall
Elizabeth Ivester
Marcos Mella
Dedicated to Employee Performance.
The Rise of the Super User
72% of the SAP Community uses some
form of the Super User Model

Survey of 100 SAP Users, Insite Objects, 2008

 Why?

Engage people!

Real Experience. Real Advantage.

 Why?

Engage people!

Reduce time
and cost!

Real Experience. Real Advantage.

 Why?

Engage people!

Reduce time
and cost!

Increase ROI!

Real Experience. Real Advantage.

 What are their powers?

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 What are their powers?
Super Training Senses

78% End User Training

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 What are their powers?
Super Training Senses

78% End User Training

First Defense Support Power

77% One-to-One

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 What are their powers?
Super Training Senses

78% End User Training

First Defense Support Power

77% One-to-One
Unafraid of Testing SAP

44% Special Projects

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 What are their powers?
“Leadership”

“Caring”

“People Person”

“Patient”

“Experienced”

“Talented”

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
Where do they come from?

Survey of 100 SAP Users, Insite Objects, 2008

Where do they come from?

Survey of 100 SAP Users, Insite Objects, 2008

 Time Spent in Role:

GO LIVE
(50%)
Testing (25%)
Stable System
(10%)

Provided by Applied Materials, 2008

Real Experience. Real Advantage.
 Time Spent in Role:

GO LIVE
(50%)
Testing (25%)
Stable System
(10%)

Provided by Applied Materials, 2008

Real Experience. Real Advantage.
 Super User Ratios:

How big is
my group?

Real Experience. Real Advantage.

 Super User Ratios:

How big is
my group?

: What’s the
turnover?

Real Experience. Real Advantage.

 Super User Ratios:

How big is
my group?

: What’s the
turnover?

Is the model
necessary?

Real Experience. Real Advantage.

 Super User Ratios:

The ideal class!

:
20 users

Real Experience. Real Advantage.

 Super User Ratios:
Medium
Management!

:
50 users

Real Experience. Real Advantage.

 Super User Ratios:

Large but safe!

:
100 users

Real Experience. Real Advantage.

Their World.

Real Experience. Real Advantage.

 management

Their World.

training + documentation it + help desk

user populace

Real Experience. Real Advantage.

 Alter-Ego Management

Real Experience. Real Advantage.

 Get them early.

Train them well.

Give them support.

Real Experience. Real Advantage.

 Get them early.

Train them well.

Give them support.

Real Experience. Real Advantage.

 Get them early.

Train them well.

Give them support.

Real Experience. Real Advantage.

 Get them early.

Train them well.

Give them support.

Reward them.

Real Experience. Real Advantage.

Every Super User has a Villain.
Change.
Loss of Communication Weakened Support

Loss of Resources
 “Technology”

Super User Sidekick

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“The Support Eroder”

Weakens Support

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“The Support Eroder”

Weakens Support

Real Experience. Real Advantage.

 Training

Asking for Help

Manual
Real Experience. Real Advantage.
 Automated
Online Documentation &
Support

Training

Asking for Help

Manual
Real Experience. Real Advantage.
 Own a Tool (63%)

No Tool (44%)

Automation in Documentation & Support

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 Pros Cons
• Easy to maintain • Cost
• Simplifies Distribution • Keeping Current
• Custom Help • Expansion

Automation in Documentation & Support

Survey of 100 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
 Document and Support
Automation

and/or

Real Experience. Real Advantage.

 Document and Support
Automation

and/or

Real Experience. Real Advantage.

 Document and Support
Automation

and/or

Real Experience. Real Advantage.

 Document and Support
Automation

and/or

Real Experience. Real Advantage.

 Document and Support
Automation

and/or

Real Experience. Real Advantage.

 Current Ways to Provide
Online Support:

Installed
63%*

*Survey of 100 SAP Users, Insite Objects, 2008

** Survey of 41 SAP Users, Insite Objects,
Real Experience. Real Advantage.
2008
 Current Ways to Provide
Online Support:

Installed
63%*

Cloud
40%**

*Survey of 100 SAP Users, Insite Objects, 2008

** Survey of 41 SAP Users, Insite Objects,
Real Experience. Real Advantage.
2008
 Current Ways to Provide
Online Support:

Installed
63%*

Cloud
40%**

Wiki
*Survey of 100 SAP Users, Insite Objects, 2008
** Survey of 41 SAP Users, Insite Objects,
Real Experience. Real Advantage.
2008
 Current Documentation
Tools Available:

Installed

OnDemand
uPerform
RESITE
STT

Real Experience. Real Advantage.

 Current Documentation
Tools Available:

Cloud

Sitelab

Real Experience. Real Advantage.

 Current Documentation
Tools Available:

Wiki

Microsoft Sharepoint
DokuWiki
TikiWiki

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“Incommunicado”
Destroys Communication

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“Incommunicado”
Destroys Communication

Real Experience. Real Advantage.

 Super Team

Real Experience. Real Advantage.

 Meetings

Events

In Person
Real Experience. Real Advantage.
 Online
Surveys
Forums
Social Networking

Meetings

Events

In Person
Real Experience. Real Advantage.
Keeping Super Users Connected

Social Networking (39%)

Mixture of Events (20%)

Medium Scale Recognition / Meetings (7%)

Small Scale Recognition / Meetings (7%)

Survey of 41 SAP Users, Insite Objects, 2008

Real Experience. Real Advantage.
Keeping Super Users Connected
• Company “Facebook”
• Yammer
• Twitter
• Secure Wikis
• Lunches
• General Meetings
• Road Shows
• Rewards
• Newsletters
• Blogs

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“Resource Reverser”
Diverts or Changes Your Super Users

Real Experience. Real Advantage.

 Super User’s Arch Enemies:

“Resource Reverser”
Diverts or Changes Your Super Users

Real Experience. Real Advantage.

Which one has the gift?
Which one has the gift?
Which one has the gift?
 Help Desk
Surveys

Recommendations

Subjective
Real Experience. Real Advantage.
 Objective
Actual SAP Performance

Help Desk
Surveys

Recommendations

Subjective
Real Experience. Real Advantage.
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
Which one has the gift?
 Sourcing

Real Experience. Real Advantage.

 Sourcing

Area
s f or f o
c us

Real Experience. Real Advantage.

 Sourcing

Area
s f or f o
c us

Areas for better help

Real Experience. Real Advantage.

 Sourcing

Area
s f or f o
c us

Areas for better help

teria ls
g/ m a
w tr ainin
o r n e
s f
Area

Real Experience. Real Advantage.

 Sourcing

Area
s f or f o
c us

Areas for better help

teria ls
g/ m a
w tr ainin
o r n e
s f
Area

O I
e /R
lu
Va

Real Experience. Real Advantage.

 Sourcing

Area
s f or f o
c us

Areas for better help

teria ls
g/ m a
w tr ainin
o r n e
s f
Area

R OI
lu e/
Va

Real Experience. Real Advantage.

 Current Performance Tools
Available:

Knoa

Real Experience. Real Advantage.

 Current Performance Tools
Available:

Knoa

RESITE Monitor

Real Experience. Real Advantage.

 Current Performance Tools
Available:

Knoa

RESITE Monitor

uBenchmark

Real Experience. Real Advantage.

 Current Performance Tools
Available:

Pros

• Time Savings
• Cost Savings
• Cross Company Value

Real Experience. Real Advantage.

 Current Performance Tools
Available:

Cons

• New Technology
• Cost
• Data Management

Real Experience. Real Advantage.

Change.
What about the future?
 Future Concepts

Self Service Training

Real Experience. Real Advantage.

 Future Concepts

Self Service Training

Smart Support

Real Experience. Real Advantage.

 Future Concepts

Self Service Training

Smart Support

User Empowerment

Real Experience. Real Advantage.

The World Without Villains.
 Ideal Model

Real Experience. Real Advantage.

 Ideal Model

Real Experience. Real Advantage.

 Ideal Model

Real Experience. Real Advantage.

 Ideal Model

SOCIAL

Real Experience. Real Advantage.

As of right now, 61% of companies have
no new Super User initiatives planned.

Survey of 41 SAP Users, Insite Objects, 2008

For the benefit of many…
It takes only a few.
 • Thank you.
]
Cristin Merritt
Email: cmerritt@insiteobjects.com
Phone: 832-426-3443
Twitter: http://twitter.com/cmerritt_run
Web: www.insiteobjects.com

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