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Oracle University User Adoption Services

 Oracle University Services

Classroom training
• Instructor-led public training
• Instructor-led private training

Online training
• Live Virtual Classes
• Knowledge Center recorded training
• Self-Study CD-ROMs

Oracle Certification Programs

User Adoption Services

© 2009 Oracle Corporation – Proprietary and Confidential

 Oracle Certification Programs (OCP)

• Oracle certifications are reliable validation of training

and experience that can accelerate professional
development, improve productivity, and enhance
credibility.

© 2009 Oracle Corporation – Proprietary and Confidential

 Oracle User Adoption Services
Oracle UAS is an education solutions that
helps clients adopt Oracle technology. We
are not just about instructor-led training or
eLearning, but delivering everything an
organization needs so their people really
understand and make use of the technology
to transact business and achieve results.
Our services are designed to help you to:

• Develop a successful user adoption strategy

• Develop consistent communication messages
• Develop and implement effective training and support
program

© 2009 Oracle Corporation – Proprietary and Confidential

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Change Management

© 2009 Oracle Corporation – Proprietary and Confidential

 Change Management Drive Success
An Internal Study Validated that…

Technology Strategy

21% 19%

Process 17% 21% Ownership

22%

People

… 79% of Issues Impacting Success Are Not Technology Based

Based on detailed analysis of 4,500 deployments with input from interviews with over
17,000 end users and with project teams and business sponsors

© 2009 Oracle Corporation – Proprietary and Confidential

Success Criteria vs Risks Mitigation

• Business value • Success metrics

Strategy • Vision • Channel strategy
• Business goals

Ownership • Steering committee • Sustaining sponsorship

• Executive sponsorship • Project management

• Measurement and reward • Reinforcement

People • Training and communication • User involvement

• Process definition • Organization

Process • Process alignment with goals • Operational metrics
• Process leadership

• Development • Usability
Technology • Lifecycle management • Performance
• Testing

© 2009 Oracle Corporation – Proprietary and Confidential

Change Management Key Consideration

Communicating the Vision

Alignment of Key Stakeholders

Change Readiness of the Organisation

Clear and effective messaging of the changes

Targeted training for all effected roles

© 2009 Oracle Corporation – Proprietary and Confidential

Change Management Methodology
Oracle’s Change Management Methodology is part
of the Application Implementation Methodology.
Oracle’s Change Management Methodology focuses
on:
• Executive Vision and Strategy
• Stakeholder Engagement Plan
• Change Readiness Assessments
• Change Management Plan
• Communications Plan
• Organisational Impact Assessment
• Training Strategy

© 2009 Oracle Corporation – Proprietary and Confidential

User Adoption is #1 Implementation
Problem

Source: TechRepublic Survey

“End user adoption is the #1 reason for failed implementations”

Source: AMR Research, 2005

© 2009 Oracle Corporation – Proprietary and Confidential

User Adoption Key Consideration

Preparing the Project Team

Setting the Training Strategy and Scope for End-Users

Provision of a customized Training solution

Just in Time Training Delivery

Post go-live support

© 2009 Oracle Corporation – Proprietary and Confidential

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Project Team Training

© 2009 Oracle Corporation – Proprietary and Confidential

 Project Team Training

Objectives:
• Project team training at the beginning of the project to
prepare the key project team members for
involvement in Definition and Elaboration phase.

Scope of Services:
• Develop customized project team workshops
• Based on specific customer requirements
• Based on the purchased application modules
• Deliver business process orientation workshops

© 2009 Oracle Corporation – Proprietary and Confidential

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Training Needs Analysis

© 2009 Oracle Corporation – Proprietary and Confidential

 Purpose of Training Needs Analysis

• Provide an understanding of the training needs for

each target group of users.
• Identify and compare the current skill sets of each
target group of users to the skills requirements
mandated by the new system.
• Forms the basis for the recommendations made in the
training strategy and delivery approach.
• For client with large IT team, the skill inventory can be
collected through the TNA.

© 2009 Oracle Corporation – Proprietary and Confidential

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Customized Training Solution

© 2009 Oracle Corporation – Proprietary and Confidential

Oracle Offers Complete User Adoption Solution

Comprehensive Content Authoring

Business System Content

Process Doc. Process Doc.
(UPK) User Oracle
Oracle Productivity
Tutor Applications
Kit

Learning Path / Content Configuration

Learning Management System

Oracle iLearning
Activation Mediation
Oracle eLearning

© 2009 Oracle Corporation – Proprietary and Confidential

Providing Value Throughout the Project Lifecycle
Be Productive Day ONE!

© 2009 Oracle Corporation – Proprietary and Confidential

Oracle Tutor
• Create, audit, and maintain business
process documentation (current & future
state)
• Build and deploy role-based desk
manuals, providing employees with the
information they need to do their jobs
• Support regulatory compliance efforts
(SOX, ISO9000, FDA, etc.)
• Integrate with Oracle User Productivity Kit
to provide comprehensive content
authoring and end user adoption solution
• Easy-to-use Microsoft Word based
application

The People to People Documentation

© 2009 Oracle Corporation – Proprietary and Confidential

Many Ways to Access Content

© 2009 Oracle Corporation – Proprietary and Confidential

 Process Flows
All Processes > Top Level

Start Process > Procure to Pay

Process Process
A
Process All Processes
Sub Process > Analyze to Agreement
Sub Process
People to Paycheck. Author to Publish Tutor
(4) Start Documents. (7)
Procure to Pay. (1)
ProcessMaterial
> Procure to Y
passesPay
inspection? Supplier Return to
End Procedure Procedure
Sub Process Replacement (5)
Process
Process Start
Adding Suppliers (4) Changing Approved
Analyze to Agreement N
Supplier List Item Data
Project to Profit. (5)
(1) Procedure Sub Process (7)
Campaign to Cash. (2)

Procedure
Supplier will be Supplier Invoice to
Material Requirements Y
Process SubProcess
Process providing
Planning (1)
Payment (6) Procedure
replacement? Changing Supplier Data
A
(5) End
Period EndtoClose
Requisition to
Receipt
Contract to Renewal. Deleting Suppliers from
Financial Reports. (6)
(2) N
(3) Procedure Approved Supplier List
(8)
Sub Process Procedure
Selecting Supplier (2)
Sub Process End
Adding Suppliers to
Supplier Return to Debit
Approved Supplier List Sub Process >
(4)
Inspection to Procedure (6) Requisition to Receipt
Disposition (3)

Evaluating Supplier
Performance (3)

© 2009 Oracle Corporation – Proprietary and Confidential

Procedures Linked to Transaction
Recordings
Adding Suppliers
A
Selecting a Supplier
AP Supvr VP Finance
Start Determine whether Evaluate request for Supplier has
nonstandard payment nonstandard payment Y
been placed on
terms requested. (6) terms. (9) hold?
Requester Forward Supplier
Complete a Supplier Maintenance form to
Maintenance form. (1) AP Clerk. (10)
N
Forward form to AP
Supvr. (2)
Supplier AP Clerk
requests B
nonstandard File supplier file
payment terms maintenance
AP Supvr N AP Supvr
unfavorable to documentation. (14)
Verify that all required company? Forward Supplier
B
supplier info is Maintenance form to
complete. (3) AP Clerk. (11) End
Y

AP Supvr AP Clerk
AP Clerk
Evaluate request for Add or correct info in
Paperwork is Y nonstandard payment supplier database. (12) Retain supplier
complete? terms. (7) maintenance
A > Suppliers documentation in
> Submit Request: supplier maintenance
Suppliers Report pending file. (15)
N

Request End
AP Supvr N
requires further
Request missing info. review?
B Supplier info is
(4) N
correctly entered in
> Submit Request: Tax system?
Verification Y
Information Letter
AP Supvr Y
Deliver Supplier
AP Supvr Maintenance form to AP Clerk
VP Finance. (8)
Record info on Supplier Notify Requester that
supplier has been
Links to UPK recordings
Maintenance form. (5)
added to database.
(13)

interactively describing
what the user needs to do
within the application

© 2009 Oracle Corporation – Proprietary and Confidential

 Oracle User Productivity Kit
• Create and deploy multiple assets for a
project rollout or upgrade - all through a single
authoring session
• Maintain up-to-date, interactive web based,
transactional training, user acceptance test
scripts, classroom training materials (both
Student and Instructor guides)
• Provide pre & post-go-live performance
support
• Integrate with Oracle Tutor to wrap system
training in the context of an organization’s
business processes and procedures
• Easy-to-use application for project team
members – no coding required!
• Supports all Oracle and non-Oracle
applications

The People to System Documentation

© 2009 Oracle Corporation – Proprietary and Confidential

Oracle User Productivity Kit
Single Recording – Multiple Outputs

Record Once

© 2009 Oracle Corporation – Proprietary and Confidential

Reduce Content Development Time

Reduce Documentation Content Development

Time by 75%
• 2 to 3 days – Average time to create one transaction
• 4 to 6 hours – Average time with Oracle UPK

Reduce Classroom Content Development

• 34:1 – Average classroom material creation time*
• 8:1 – Average time with Oracle UPK

Reduce Online Content Development

• 220:1 – Average online training material creation time**
• 8:1 – Average time with Oracle UPK

*Chapman, B/Brandon Hall – LCMS Knowledgebase 2006: A Comparison of 30+ Enterprise Learning Content Management Systems
**Chapman, B/Brandon Hall – PowerPoint to E-Learning Development Tools: Comparative Analysis of 20 Leading Systems

© 2009 Oracle Corporation – Proprietary and Confidential

 UPK Paper Documents

5 document types from a single source

© 2009 Oracle Corporation – Proprietary and Confidential

See It! Mode

Simulation Experience: Learn by Watching

© 2009 Oracle Corporation – Proprietary and Confidential

Try It! Mode

Simulation Experience: Learn by Practicing

© 2009 Oracle Corporation – Proprietary and Confidential

Know It! Mode

Assessment Experience: Learn by Doing

© 2009 Oracle Corporation – Proprietary and Confidential

Do It! Mode Sits on top of
live application

Live Experience: Learn by Reinforcement

© 2009 Oracle Corporation – Proprietary and Confidential

Print It! Mode

Reading Experience: Learn by Documentation

© 2009 Oracle Corporation – Proprietary and Confidential

UPK Usage Tracking

© 2009 Oracle Corporation – Proprietary and Confidential

Knowledge Pathways

The
Knowledge
Portal for
Projects

Designer, Manager, and Player modules

© 2009 Oracle Corporation – Proprietary and Confidential

Oracle UAS Implementation Approach
New System Architecture
Require OP
SOL Design Development Testing Go-live Maintains
ment Analysis

Oracle UAS approach

▲2009/06～ 調査・分析 ▲2009/07～ 計画 ▲2009/09～ 開発 ▲2010/04～07 Step.1トレーニング ▲2010/08 CC稼動
▲Training strategy ▲Training Plan ▲Courseware development ▲Training delivery ▲Reinforcement

Training needs
Plan Development Reinforcement
analysis
【Activities】
・Training Objects
・TNA matrix
・Business process
・Skill set analysis
・Training strategy 【Activities】
・Training Scope
【Activities】
・Class design
・Content development
・Content design Position / Level
- User Manual
・deliverables standard End Users
- Practice Materials
・Training plan
- Scenario Materials
- E-Learning Content (UPK
UPK)
【Training delivery】
・Set up Training environment
・Deliver training 【Activities】
・Training Feedback ・Training Assessment
Progress
・Reinforce training
Issue
・Business process
quality
・Create FAQ

Project Management
Change Management Activities

© 2009 Oracle Corporation – Proprietary and Confidential

© 2009 Oracle Corporation – Proprietary and Confidential
Successful Deployments Across Verticals

Manufacturing Retail & Healthcare &

& Processing Financial Services Pharmaceutical Communications Public Sector

© 2009 Oracle Corporation – Proprietary and Confidential

 Silicon Image: Increased Efficiencies, User Adoption and
User Productivity

• An integrated circuit company

• Simplify instructional design and end-user training development and
deployment
Challenges • Provide web-based, user-friendly materials for employee training
• Ensure that materials are easily maintained for upgrades and changes to
process
• Increase user adoption of Oracle E-Business Suite applications

Solution • UAS,Oracle User Productivity Kit (UPK) and Oracle Tutor

• Streamlined delivery of a broad range of user education and support

materials from a single source
Business • Eliminated maintenance of multiple training documents
Results • Enhanced user productivity and reduced IT support costs
• Achieved dramatic efficiency gains of 80% to 90% in document
preparation

© 2009 Oracle Corporation – Proprietary and Confidential

 New South Wales Health
Australia

Requirements / Challenges Change & Training Solution Success Factors

ƒ HRIS 2 year project aims to ƒ Change Management and ƒ Change Management
streamline, standardise and Communication support leading practices to support
simplify HR and Payroll ƒ Training Needs Analysis the project
ƒ Less manual intervention, ƒ Deployment of Instructor ƒ Blended training solution to
improved ability to manage Guides and Participant meet all trainees needs
the increase compliance Guides and associated ƒ Accelerated learning for
complexity eLearning materials to employees
ƒ Customer targeting support the training ƒ Learning is managed and
increased self-sufficiency ƒ Train the Trainer for HR reported centrally
ƒ Training delivery for Payroll ƒ Outstanding Oracle
Application: e-Business HR/Payroll v11i University team with change
and training skills and
Business Solution: Adoption of a Shared Services solution knowledge
ƒ Delivered what we promised
on time & within a fixed price

© 2009 Oracle Corporation – Proprietary and Confidential