June 16, 2020

How SAP Users are Adopting Technology in the New Normal

MBI – GP Strategies Company Confidential

Introductions

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Linda LamppertDirector, Enterprise Technology Adoption

GP Strategies®

Insights from Kerry Brown, VP, Workforce Adoption at SAP and

Michael Leckie, former CLO for Digital Transformation at GE

Factors Influencing Technology Adoption

ADOPTION MUST TAKE

PLACE IN A PERFECT STORM

• Workforce transition

(30% change)

• Impacts of COVID-19

(workplace change)

• Rapid technology change

ADOPTION IS TAKING

PLACE IN A NEW

EXPERIENCE ECONOMY

• Expectations of mass

personalization

• Employee experience is

critical (hyper-focus on

employment conditions)

HOW EMPLOYEES WORK HAS CHANGED

DRAMATICALLY IN A VERY SHORT PERIOD OF

TIME, AND WILL CONTINUE TO CHANGE

• “Who we are now and who we have been is no

longer enough – the problems are too complex

and the problems are changing too quickly” –

Michael Leckie

• We are all reinventing ourselves simultaneously

• Number of people accessing cloud learning has

risen dramatically as we have had to reinvent

ourselves, our jobs, and our companies

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Company Needs Are Evolving

Gig economy is transforming

the relationship between

worker and corporation

“Last mile” employees,

blurring of the lines

between work and non-work

Transition to more

contract workers

A flexible workforce that is the

first to go and the first to come

back means onboarding needs

are omnipresent

Higher absenteeism means

more employees are having

to upskill quickly to fill in

for missing coworkers

Risks include losing an

entire team due to the

need to quarantine

Supervisors and

managers are being

asked to step up to

new roles

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Learning Strategies Are Evolving

Elements of the solution (the toolkit) need to evolve to match the needs of the rapidly changing org and workforce

Critical to focus on how the strategy supports your organization’s rapidly evolving Vision, Mission, and Strategic Objectives

Need to redefine the finish line…Completion must measured by application to work and performance outcomes

Continuous availability andaccuracy of the learning and performance support must be assured

Four Elements of Adoption in the New Normal

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EMPOWERED ADOPTION ADVOCATES

LEARNING IN THE FLOW OF WORK

TARGETED ONLINE LEARNING

CHANGE

MESSAGING

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ADOPTION

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Change Messaging

CHANGE MESSAGING FORMAT

AND DELIVERY IS CRITICAL• Easily consumable

• Available at time of need/availability

• Succinct

• Clear story

ONE CENTRAL PLACE TO GO

Engaging video communication that focuses on communicating the story of change

Ongoing communication regarding updates

WHAT DOES THIS LOOK LIKE?

If you’re not communicating with your teams and

colleagues more than you ever thought was humanly

possible, you’re probably not going to make it through…

Communicating with authenticity, transparency, and

regularity is the way [leaders are] getting through. Sending

group emails to the entire team ain’t cutting it any more.

- Geoff Scott, CEO, ASUG

“ “

Easily consumable chunks of eLearning and recorded virtual classroom content focused on

information employees must know before starting learning in the flow of work

WHAT DOES THIS LOOK LIKE?

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80% OF WHAT PEOPLE LEARN, THEY LEARN AS THEY ARE DOING JOB TASKS,

WHEREVER AND WHENEVER THAT MAY BE

• Required learning should focus on critical information people need to know before they start learning on the job

• Since most learning takes place as people use new business processes and functionality, it does not make sense to require completion of a full suite of learning content prior to go-live

REQUIRED LEARNING SHOULD BUILD ON CHANGE MESSAGING AND SET THE

STAGE FOR LEARNING IN THE FLOW OF WORK

Targeted Online Learning

A blend of curated and custom just-in-time learning content in formats that

support learner’s needs, all available on an easily accessible learning platform or portal

WHAT DOES THIS LOOK LIKE?

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LEARNING IN THE FLOW OF WORK MUST BE PROVIDED IN WAYS THAT ARE

EASILY ACCESSIBLE AT THE TIME AND PLACE OF NEED

• On a platform employees can easily access

• In learning chunks that match the tasks learners are trying to perform

• Company-specific content is critical to driving adoption; while off-the-shelf content can be leveraged, it must be framed within the learner’s experience to drive adoption

Learning in the Flow of Work

• Microlearning videos

• Step-by-step procedures and simulations

• PDF job aids outlining critical concepts

• FAQs

• Curated off-the-shelf content

Identify and train advocates in each business unit

Provide virtual classroom training to ensure advocates are prepared for their role

WHAT DOES THIS LOOK LIKE?

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IF WE ARE MEASURING SUCCESS BY ADOPTION OF THE TECHNOLOGY,

WE MUST CHANGE THE “FINISH LINE” OF TRAINING

• Completion of training ≠ adoption

• Completion should measured by application to work and improved performance

CHANGING THE FINISH LINE REQUIRES IMPLEMENTATION OF NEW

WAYS OF MEASURING AND SUPPORTING ON-THE-JOB USE

• Adoption advocates can play dual roles of supporting employee performance and providing feedback on adoption issues

Empowered Adoption Advocates

Our Challenge: Ensuring the Continuity of the Solution

• Focus on information

needed for accomplishment of job

outcomes

• Process and other conceptual information

is often the most important driver of

adoption

• Develop using formats that can be leveraged

for virtual sessions or elearning

• Leverage technology to

model task performance

• Explore use of simulations, video

recordings, demonstrations by super

users

• Provide clear

communications via reliable networks

• Include roles,

responsibilities, and a clear change story

• Provide an accessible

means of giving feedback and asking

questions

• Objective here is to

provide a safe practice space

• Explore technology

offerings (simulations, embedded help in a

sandbox)

• Non-tech options could include remote or in-

person over-the-shoulder coaching

• Remember that help

involves much more than just which key

to press

• Adoption advocates play a critical role is

addressing process and other questions

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PREPARE ME TELL ME SHOW ME LET ME HELP ME

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DURING DEVELOPMENT• Consistent development of solution elements• Automatically facilitating reviews and

development workflow• Accurately tracking development status

DURING LEARNING DELIVERY• Enabling learning journeys

• Delivering elearning content

• Supporting super user delivery

FOR LEARNING IN THE FLOW OF WORK• Just-in-time availability of learning content

FOR PERFORMANCE SUPPORT

• Ensuring easy access to help content

• Enabling super user support

• Empowering communities of practice and

continuous improvement

Leveraging Tool Capabilities to Support the New Normal

EMPLOYEE

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What Should You Do Right Now?

What updates

need to be made

to reflect the

realities of the

new normal?

Do all team

members have the

skills, knowledge,

tools, and

technology

needed to

effectively do their

roles?

How will these

tools support the

new normal?

What changes are

necessary to

manage risk?

Ensure the

adoption

advocates are or

will be fully

equipped to

support their role.

Ensure team

members have

multiple means of

working together

and the skills they

need to take

advantage of

those means.

Review your strategy to see

how it supports the new normal.

Review your operating processes, roles, and

responsibilities to identify risk

areas.

Audit the tools the team will be using to

design, develop, and

deliver the solution.

Review your adoption advocate strategy.

Prepare your team.

Take advantage of this moment.

We’re at our best when helping our clients achieve their best.

Making a meaningful impact on the world together.

We’re social, chat with us!

gpstrategies.com

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Linda LamppertDirector, Enterprise Technology Adoptionllamppert-leslie@gpstrategies.com

Mobile: 617-834-3671

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• Perfect storm – workforce transition (30% change), impacts of COVID-19 (unemployment,

workplace change), technology change

• Acceleration of how we are using technology (work from home, PPE, drones

• How we work (family duties, times of work

• Staffing safety requirements, absentee rates 33%

• Simultaneous need for reinvention (driving learning – cloud learning up 50% this year)

• Gig economy (last mile of economy, etc.) transforming to different kinds of jobs (worker

has different type of relationship with a corporation) – first to let go, first to bring back

(how does that work?) (more flexibility, lines blur between work and non-work) – ability

to facilitate onboarding important

Insights from Kerry BrownVP, Workforce Adoption at SAP

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• Need for adoption for new lives at home and at work

• Need for adoption of new business models, new customers and products

• Experience economy - mass personalization, employee experience (critical when

unemployment is low, but also now)

– Brand experience, consumer experience, and employee experience all coming together –

changing our overall experience and our interests and loyalty

• Importance of development new talent, evolution of work (job sharing)

• Reinventing your job description (doing what needs to be done, example of restaurants)

• Adoption of new habits as workers and as people

Insights from Kerry BrownVP, Workforce Adoption at SAP