1707 rapid implementation of new ess and mss at cocacola refreshments

8/10/2019 1707 Rapid Implementation of New ESS and MSS at CocaCola Refreshments

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Rapid Implementation of New ESS and

MSS at Coca-Cola North America Group Hemant Kochhar and Chan Pham

Classified - Internal use



IN THIS SESSION

Learn how Coca-Cola North America Group rapidlyimplemented the new Employee and Manager Self

Service for all employees, using the latest Technology

solutions from SAP and Microsoft

Learn how a unified user interface was designed andthe solutions adapted to meet our needs

Walk through examples that illustrate how our choice of

interface technologies affects the way users consume

self-service applications

Step through lessons learned implementing the new

Web Dynpro ABAP based ESS with Microsoft

SharePoint, and the new MSS



WHAT WE’LL COVER

Introduction — who we are Our strategic business need — shared services and

technology

Our design principles and solution architecture

Demo Our portal environment and technology

Challenges faced and lessons learned

Wrap-up



WHO WE ARE

Coca-Cola North America Group is the North Americanoperating unit of The Coca-Cola Company, and is

comprised of Coca-Cola Refreshments (CCR), Enabling

Functions and North America Brands

Coca-Cola North America Group operates in the U.S.and Canada

The Coca-Cola Company has 500+ brands and 3500+

products worldwide

Our products are available in 200+ countries



SOME OF OUR BRANDS



WHAT WE’LL COVER


technology




Wrap-up



SHARED SERVICES VALUE PROPOSITION

Proposition/Analysis

Centralization

Headcount Optimization

Leverage technology

Service Agreements

Provide best service

Continue to innovate

Shared ServicesDelivery

Company

Strategy/Objectives

Industry

Benchmarking

& Insights

Process

Optimization

Lower

Transaction

Costs



COMMUNICATIONS AND COLLABORATION

Our business challengeo We needed a more effective way to collaborate

within and across geographically diverse teams

o We had no robust and integrated enterprise solution

o We had too many partners providing many differentCommunications and Collaboration solutions

o We had a lack of governance



TRANSACTIONAL TECHNOLOGY NEEDS

Employee and Manager transactionso Very Ad Hoc, paper-based/email-based transactions

High cost – time and labor, bottlenecks, frustration at

delays

High variation – each location had their own twist onthe process, or used a completely different process

Several different technical transactional solutions with

their own self-service solutions

o SAP ERP HCM – used by HR professionals

o SAP Procurement – used for direct and indirect materials

o SAP Finance – financial reporting

o SAP NetWeaver® BW – analytical Reporting



VISION

Business

Agility

Consolidation

Business Process OptimizationAdoption of Integrated System (SAP)

Establish Shared Services

Operational

Excellence

Service Delivery

Best Business Practices

Adopt Best Practices, Innovate

2004 2007 2013

+

Deliver Competit ive Ad vantage with Shared Services and Techno logy



WHY WE NEEDED AN UNIFIED PLATFORM

Communications and Collaboration

o Team sites, surveys, messaging, videos

Informational content

o Policies, guidelines, reference material

o Executive videos, blogs, communications

Transactional contento Employee master data

Must be easy to use, intuitive

o Sarbanes-Oxley (SOX) auditable processes forCompensation

o Managers and employees own their data, keep itcurrent

o Data is in real-time, always available



WHAT WE’LL COVER


technology




Wrap-up



VISION

Establish self-services and digital communications as a keyenabler to engage employees with the company, drive

effectiveness and efficiency, and improve collaboration and

innovation



OUR THREE GUIDING PRINCIPLES

Understand and align with business and HR vision,strategy, and objectives

Leverage the use of current technology from our

partners to enable CCNAG’s Recruit to Retire processes

to be best in class

Reduce cost and complexity



GOALS

We must deliver the next generation intraneto On a current technology platform

o Integrated Communications and Collaboration

o Must promote immediate user adoption

Should be visually appealing

Simple and intuitive to use – no training needed!

Provide an integrated transactional platform solution

for all self-services

o Must leverage available infrastructure

o Must be a proven and scalable environment



SCOPE

The solution must be available to all employeeso 68,000 employees

o Distributed all over the US, Canada

o The solution must be available wherever there is an

internet connectiono Available via our intranet, or the internet

o Employees can access if they are on the road, at

home, on vacation



OUR TECHNOLOGY ARCHITECTURE

Enterprise Communications and Collaborationo Microsoft Online toolset

Microsoft SharePoint 2010 Online

Microsoft Exchange Online

Microsoft Lync

Microsoft LiveMeeting

Transactional content

o SAP Employee Self-Services

Web Dynpro ABAP

o SAP Manager Self-ServicesHCM Processes and Forms

Web Dynpro



OUR SOLUTION ARCHITECTURE

Microsoft SharePoint 2010 Enterprise Portalo Hosted in the cloud – Microsoft data center

SAP Employee Self-Services

o SAP Web Dynpro ABAP – hosted at our data center

SAP Manager Self-Services

o SAP NetWeaver Portal – hosted at our data center

HCM Processes and Forms

Web Dynpro

Reports



OUR SOLUTION ARCHITECTURE (cont.)



WHAT WE’LL COVER

Introduction — who we are

Our strategic business need — shared services and

technology




Wrap-up



DEMO

CCNAG Enterprise Portal

Employee Self-Services

Manager Self-Services



WHAT WE’LL COVER



technology




Wrap-up



OUR PORTAL ENVIRONMENT

Enterprise Portal – Microsoft SharePoint 2010 Online

o What components do we use at CCR?

Public and Private Team sites

Micro-sites

Blogs

Video

Wikis

Surveys

Transactional Portal – SAP NetWeaver® Portal 7.31o Employee Self-Services

o Manager Self-Services



OUR TECHNOLOGY

We are on SAP ERP 6.0, Enhancement Pack 6 and HRRenewal 1.0

Business-critical systems – hardware solution

o IBM AIX p-series virtualized application servers

o IBM zSeries mainframesDB2 on zSeries – databases

Reporting/analytics and other non-critical systems

o IBM AIX pSeries virtualized application servers

o DB2 on Linux/Unix/Windows



ESS TECHNOLOGY – SAP WDA

SAP ERP 6.0, SAP NetWeaver Portal 7.31

Web Dynpro for ABAP with single sign-on

Embedded inline in SharePoint pages

o Used IFRAME to embed Web Dynpros in SharePoint

o Used the latest SAP Corbu theme for easymaintenance and upgrade

We implemented Enhancement Pack 5 during theproject, and are now live with EhP 6



MSS TECHNOLOGY – SAP NW PORTAL

SAP ERP 6.0, SAP NetWeaver Portal 7.31

Web Dynpro


Not embedded in SharePoint pages

We tried to embed via IFRAMES

MSS uses heavy Javascript and formcalc – does not

work well in an embedded solution today

SharePoint Links open new windows within SAP

NetWeaver Portal

stylesheets – common look and feel



PROJECT TIMELINE

Original ESS and MSS implementation Utilized Java based Services, with ABAP backend

Started in 2008, completed in 2009

US

Canada

Great Britain

France

Belgium

Netherlands

Luxembourg

Enhancements were difficult to implement

minor changes required several weeks of developer effort



UPGRADE to the new ABAP Web Dynpro

Project Kickoff in Q1 2012

Live for all North America employees in June 2012

Additional tweaks and added functionality in October

2012



PRE-IMPLEMENTATION PLANNING

Confirm scope – functionality, geography, languages

Functionality

o What transactions will you enable?

o What reporting and informational content will be

available? Geography

o Who will use the solution?

o Where will the solution be used?

Languages

o What languages will the solution support?



WHAT TEAM STRUCTURE DID WE USE?

IT – Dedicated Self Services teamo ESS/MSS functional lead

o WD ABAP and workflow developers

o SharePoint developer

Infrastructure/Basis/Security HR – part-time team shared with HR Services

o Data Management

o Operations

o Translation and Language Services

o Change Management and Training



USER EXPERIENCE APPROACH

This is critical for user adoption

o We established standards and style guides to implementa consistent look and feel – unified interface

o We developed an Information Architecture scheme toensure scalability and long-term adoption

o User friendly and intuitive design

o Consolidated platform to access all internal informationand documentation

Transactional content

Informational content

Policies, guidelines

We formed a User Interface teamo Good graphic design principles

o Usability



SHAREPOINT EMPLOYEE PROFILE

SharePoint “My Profile”– data from Corporate ActiveDirectoryo Navigable Organization Hierarchy

o Information at a glance

Name

TitleDepartment

Manager

Assistant

o Contact details

Email

Mobile phone, office phone, fax, pager

Office location, address



CORE EMPLOYEE TRANSACTIONAL SERVICES

My Preferred email address

My Payslip

My HR Profile

My Addresses

My Emergency contact My Bank Information

My Tax withholdings

My Nickname

Additional Personal Data

My Compensation



ADDITIONAL TRANSACTIONAL SERVICES

Additional Employee Serviceso Annual Merit and Incentive Statements

o Time Off / Leave Requests

o Employee Interaction Center Web requests

o Time Statementso Time Sheets

o My Qualifications and Skills profile



MSS TRANSACTIONS

HCM Processes and Formso Voluntary Separation

o Involuntary Separation

o Pay Change

o Promotion/Demotion/Transfer within orgo Promotion/Demotion/Transfer outside org

ABAP Web Dynpro

o My Employee Profiles

o My Employee Profiles (Compensation)

o My Actions

o CCERecruit request – send position for recruiting



MSS TRANSACTIONS (cont.)

Web Dynproo CATS Approval

o CATS Entry on Behalf of

o Enterprise Compensation Management

PlanningApprovals

Coming soon (in testing)

o Self Service Org Management

o Create/Delete/Maintain positions



MSS REPORTING

Query-based reportso Time Off Quota

o Address Listing

o Employee Listing

o Important Dateso My Org Unit Listing

Transactional reports

o Payroll Labor distribution

o Employee Compensation reporting



MSS – OUR TYPICAL EXPERIENCE



TEAM COMPOSITION

The following resources are requiredo ESS/MSS Functional analyst

o Strong ABAP developer

o Portal Administrator

o

Basis Administratoro Network engineer

o SAP ERP HCM Security expert

o And – don’t forget –

Testers!!Must have language proficiency if you operate in

a multi-language environment



TEAM COMPOSITION (cont.)

Connected users

o Company provided laptops/desktops, Knowledge

workers

Production Center/Sales Center/Warehouse employees

o KiosksPerformed analysis of expected traffic at each

location

1 Kiosk per 100 employees at a location

Designed a confidential environment, localprinter, phone to call HR Services if needed

( )



TEAM COMPOSITION (cont.)

Field employees

o Internet access via any Web connected computer

o Cisco SSL VPN devices provide secure encrypted

access

Browser-based, Secure Sockets Layer VirtualPrivate Network

Any WiFi/internet connected location, including

Mobile



TESTING

Must verify that the system can perform under load

o Volume testing

o Utilized SAP’s Volume Test Optimization (VTO) service

o Worked with SAP to develop and review appropriate testcases and test environments

o Performed the following critical tests:

Peak load tests

Confirm that the solution can handle more thanthe max expected load

Sustained transaction endurance tests

Confirm that there are no memory leaks/otherproblems that can bring the system down overtime

TESTING ( )



TESTING (cont.)

Developed peak transaction usage profile

o ESS – Payslips

Will be used every week

Payslip available Thursdays

All employees in that week’s pay cycle will look attheir payslips (up to 40,000!)

o MSS – Labor distribution report

Managers review employee pay weekly

Validate that all employees got paid as expected

TESTING ( )



TESTING (cont.)

Peak load calculation

o Peak load for SAP Portal

All of our East Business Unit

50% of South Business Unit

All of CanadaAssume that the peak load will be from 11 am to

1 pm EST

31,000 users logging on in 2 hours

o We developed Quick Sizer scenarios to determinememory and SAP Application Performance Standard

(SAPS) requirements

TESTING ( t )



TESTING (cont.)

Quick Sizer scenarios

o Analyzed transaction profile and usage profile

What will people typically use, what time will

they use it?

o Employees distributed across several U.S. time zones

PEAK LOAD TEST – CONCURRENT USER



PEAK LOAD TEST CONCURRENT USER

RAMP UP AND RAMP DOWN

Our Test results

AVERAGE TRANSACTION RESPONSE DURING



AVERAGE TRANSACTION RESPONSE DURING

PEAK LOAD TEST

UNIX RESOURCE USAGE DURING PEAK LOAD



UNIX RESOURCE USAGE DURING PEAK LOAD

TEST

ENDURANCE TEST – RAMP UP AND RAMP



ENDURANCE TEST RAMP UP AND RAMP

DOWN

AVERAGE TRANSACTION RESPONSE TIME



AV RAG TRANSACTION R SPONS TIM

– ENDURANCE TEST

UNIX RESOURCE USAGE – ENDURANCE



TEST

WHAT WE’LL COVER



WHAT WE LL COVER



technology


Demo

Our portal environment and technology


Wrap-up

TECHNOLOGY



TECHNOLOGY

SharePoint and SAP integration

o ESS – IFRAMEs worked for us

o MSS – SAP Portal – more tightly coupled with MSS

o Unable to decouple today without extensive custom

work

o Need to further explore new options

Web Dynpro for ABAP

o Standard Web Dynpros needed some customizing to

meet our unique neds

o Applied simplification guidelineso Fewer clicks when possible, more data up front

o Personally Identifiable Information (PII) protection –

mask SSN, date of birth

TECHNOLOGY (cont )



TECHNOLOGY (cont.)


o Design the solution based on what the technology can do

o Plan for upfront investment in training for team – this is

different

o Plan for prototyping – preferably before you gather your

business requirements!!

o Plan to write a lot of code if you have unique

requirements

Standard SAP PA service will not work for all

situationsFor our implementation, every scenario needed lots

of custom code

TECHNOLOGY (cont )



TECHNOLOGY (cont.)

HCM Processes and Forms (cont.)

o Response time issues with AdobeKeep the forms lightweight

o Recommend exploring the new FPM based Web DynproABAP forms

Eliminate Adobe client needs

Faster response times, more flexibility

o Essential to have a strong team

Workflow developer

ESS/MSS Functional/config lead

Strong ABAP developer

Adobe forms developer

Basis/Portal expert

TECHNOLOGY (cont )



TECHNOLOGY (cont.)

HCM Processes and Forms (cont.)

o Cost/licensing of Adobe Interactive forms

Make sure you understand your licensing model(work with your SAP Account manager)

o At first, Adobe and SSL VPN did not play well together!

Adobe transactions did not work at first

We worked with Cisco, SAP, and Adobe to analyze

Issues with certain blocks of JavaScript

The JavaScript was getting blocked by the Ciscodevices

Cisco developers rewrote code on their end

Took several days to get it to work

TCP/IP level debugging!

We used Wireshark and Charles proxy

TECHNOLOGY (cont )



TECHNOLOGY (cont.)

We engaged SAP to help validate our Portal environment

o As part of Safeguarding services, SAP brought in portal expertsto validate our environment

We ran test scenarios for our environment – peak load,endurance

Made many adjustments

Java Portal server memory – adjusted

Java garbage collect – understood better how it works

• All system activity stops for Java Garbage collect – time taken depends on memory size

• Key learning – define Multiple server nodes withineach server

Memory sizing on the back-end HR system• To support payslip view, labor distribution report

requirements

• Adjusted session memory, timeout parameters

TECHNOLOGY (cont )



TECHNOLOGY (cont.)

SSL VPN access

o Design the security infrastructure with internet securityexperts

We engaged Cisco security experts

Employee information on the internet

Must be secureMust be encrypted

No PII (No full SSN/SIN, date of birth)

Strong password policies must be enforced

o Engage specialists to perform regular penetration tests

Find and close your weak points before hackers do

Very small investment for peace of mind

TECHNOLOGY (cont )



TECHNOLOGY (cont.)

SAP environment performance and sizing

o Design the infrastructure based on sizing estimates

We started with the SAP Quick Sizer

Discussed usage profiles with HR business leaders

Countries and time zones

Office and home usageDetermined max possible transactional load

o Engage specialists to help validate volume testing

SAP has a very helpful service

Volume Test Optimization – VTO

Helped us find bottlenecks

Provided recommendations and guidance

TECHNOLOGY (cont.)



TECHNOLOGY (cont.)

We faced challenges converting ESS WDJ to WDA

o Not much documentation nor experiencedresources

This added to our delivery timeline

o SAP has no official method of creating custom

theme in ABAPWe used the new Corbu theme

o FPM layout is not yet very flexible

Things like making radio button labels bold,

putting texts between buttons and lining upelements are difficult and require inventivesolutions

TECHNOLOGY (cont.)



TECHNOLOGY (cont.)

We faced challenges converting ESS WDJ to WDA (cont.)

o Encountered several bugs, requiring OSS messages

to SAP

o Dynamic bizcards were limited to country-filter

we needed multiple sets of bizcards per countryso we had to create multiple configurations

TECHNOLOGY (cont.)



TECHNOLOGY (cont.)

We faced similar challenges converting MSS Adobe

forms to FPM-based forms

o Very little documentation available

o No experience

o

Many OSS messages to SAP o FPM layout is not very flexible

Result – expect to roll out new FPM & WDA based MSS

later this year

FUNCTIONALITY



FUNCTIONALITY

Roll out in phases

o Core transactions first

Need sufficient content to drive interest

Not so much that it overwhelms the team!

o Need detailed informational and policy contentMaterial must be relevant

Keep it fresh – it must be a full-time job

LANGUAGES



LANGUAGES

Multi-language implementation

o Plan for a lot of time translating and verifying!

ACCESS CONTROL



CC SS CO O

All our users (68,000) need user IDs!

o Need to mass generate IDs

o Our SAP solution now generates a user ID for every

new hire

Code invoked at time of new hire action

Follows Coca-Cola system naming

convention/namespace

o New hires automatically get provisioned with ESS

and MSS roles for their countryIdentity Management solution

TRAINING AND CHANGE MANAGEMENT



Use multiple ways of educating users

o Online training

We delivered online videos and simulations

(using Adobe Captivate) via our SharePoint

Corporate portal

o Site demos

Local live training by site super users

Kiosk training (videos/simulations) available 24/7

o Mass mailingsInformational packets to employees

• Screen shots, quick ref guides

WHAT WE’LL COVER





technology


Demo

Our portal environment and technology


Wrap-up

7 KEY POINTS TO TAKE HOME



Your self-services success depends on your ability to

keep bringing users back to the platform – keep it

simple, fresh, and compelling

Have a clear vision and guiding principles that everyone

accepts

Use Employee and Manager Transactions as one part of

a unified enterprise portal environment

Web Dynpro integrates well with Microsoft SharePoint

– MSS and HCM Processes and Forms does not (yet!)

7 KEY POINTS TO TAKE HOME (cont.)



( )

If you will support multiple languages in your

environment, plan sufficient time and resources for

development and testing!

Ensure you do peak load testing and endurance testing

of your self-services environment – it is your face to

your employees

If you are exposing your solution to the internet,

engage a specialist to design the solution, and a

different expert to perform penetration testing of your

environment – before a hacker does!

YOUR TURN!



70

How to contact us:

Hemant A. Kochhar –

[email protected] Pham – [email protected]



THANK YOU FOR PARTICIPATING

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SESSION CODE: 1707

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1707 rapid implementation of new ess and mss at cocacola refreshments

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