SAP FORUM İSTANBUL 2016 - DİJİTAL DÖNÜŞÜMDE MÜKEMMEL KULLANICI DENEYİMİNİ YAKALAMAK: PEKİ NASIL?

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Dijital dönüşüm süreçlerinde insan kaynağına iyi bir kullanıcı deneyimi yaşatmak, başarının olmazsa olmazlarından. SAP User Experience Management by KNOA çözümü ile kullanıcı deneyiminizi anlık olarak takip edip raporlayabilir ve dijital dönüşüm süreçlerinizi kusursuzlaştırabilirsiniz. SAP KNOA ekibinden Timothy Daugherty, global örneklerle kullanıcı deneyiminizi nasıl mükemmelleştirebileceğinizi anlatacak.

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  • 1. SAP FORUM İSTANBUL Reimagine Business for the Digital Economy Data Driven Decision Making with SAP UEM by Knoa Speaker’s Name : Timothy Daugherty Department : Dexler Education
  • 2. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 2Internal To transform, first we must understand our systems and users • Which application changes will yield the strongest measurable business results? • Where are efficiency gaps costing the organization money? • Why are certain users dissatisfied with our customized system? • How do we improve system process adoption? • How do we measure the promised ROI from our enterprise investment?
  • 3. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 3Internal Just the facts of errors happen multiple times before they are reported of IT help desk call time is about finding missing information of system and application errors are never reported of service level agreements fail to allocate user error of upgrades and roll-outs cause business disruption of application functionality is not used of training is delivered to the wrong need of performance problems are caused by user behavior of reported performance problems are not system related of problems are user versus system? Do you know?
  • 4. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 4Internal The Business Challenge of Digital Transformation Projects • Perceptions or misconceptions of the reported problems • Determining the true cost of retraining • Master Data Issues impacting downstream processes • Authorization issues impacting users ability to complete required tasks • Helpdesk team becomes preoccupied with solving recurring issues
  • 5. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 5Internal The new decision process starts with data... “Successful ERP implementations require analytics from various business functions to keep projects on track and tied to actual performance based on real data”. • By 2016, 80% of CIOs will deliver a new architectural framework that enables innovation and improved business decision making. • 56% of enterprise executives say 10% or more of their growth will be related to analytics • By 2019, 81% of senior executives see analytics being a major contributor to 10% or more of their companies’ growth. Source IDC.
  • 6. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 6Internal Digital Transformation Projects and the Data Gap Transformation Projects are designed to: • Connect disparate systems or uplift analog systems and processes • Incorporate new data capture streams and Internet of Things • Empower the organization built on a true digital core With major change brings the potential for major headaches. Minimizing disruption by incorporating end user data is the key to bridging the gap
  • 7. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 7Internal The Solution: SAP UEM by Knoa SAP UEM by Knoa captures user activity and provides reports measuring both system performance and user efficiency within specific processes of the SAP application. Decisions are then backed by true, end user specific data.
  • 8. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 8Internal Decisions are driven by SAP UEM by Knoa’s Core Metrics Provides immediate visibility into how end-users are utilizing SAP enterprise applications Provides comprehensive and deep insights into user performance and application adoption, Assesses organizational performance, identifies problem areas that need attention, and measures the benefits while minimizing the costs, disruption and risk to the business. User Activity and Process Adoption Analysis Error Analysis and Reduction Application Performance Analysis and Improvement
  • 9. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 9Internal Determine Actual Usage of SAP Transactions Utilize dashboards and reports to analyze true user activity data Measure true active time for all SAP transactions to understand the real adoption level. Use trend analysis to quickly detect a change in usage. Only the Knoa agent can detect the true active and idle times within all standard and custom transactions. Quickly see which users are adopting the custom transactions and which ones are not.
  • 10. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 10Internal Provide Support Before Help is Even Requested Identify issues during the project without user interaction or interruption Proactively identify slow screens impacting user productivity Proactively detect system errors impacting system availability Proactively detect work stopping user errors before they are even reported Can you please provide images with higher resolution? The presentation will be screened on a large area
  • 11. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 11Internal Identify Where End-users Encounter the Most Issues Streamline the transition to new processes by capturing all user errors for review Some users are clearly struggling while others are super users! More than 50% of user errors are within Post-Award (Procurement BP) functional role More than 95% of all user errors are in 4 screens!
  • 12. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 12Internal Security Management
  • 13. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 13Internal Transfer of Goods
  • 14. © 2016 SAP SE or an SAP affiliate company. All rights reserved. 14Internal Business Benefits and Value Proposition of SAP UEM by Knoa • Utilize data to ensure changes deliver value • Confirm or disavow perceptions and opinions • Prioritize changes • Optimize help desk • Prioritize limited resources • Direct training resources where needed • Identify issues early and minimize overall error impact • Review roles to avoid authorization errors, minimize interruption
  • 15. © 2016 SAP SE or an SAP affiliate company. All rights reserved. Thank you Contact information: Timothy Daugherty SAP Learning Consultant Dexler Education Timothy.Daugherty@dexler.com +1.646.244.8496
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