Defining a Day-One Approach to Change Get Set for Successful Change Management

SAP Education

Defining a Day-One Approach to ChangeGet Set for Successful Change Management

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Table of Contents

3 Introduction

5 Change Is Today’s Business Reality

7 The Day-One Approach: Manage Change Without Disruption with SAP

8 Learning Across the Employee Lifecycle


Whatever the emotions and outcomes, first-time experiences often leave us with countless memories – some good, some bad, but all there to enrich our skill sets.

Now think about the first times that employees experience throughout their work lives:

• First day on the job • Promotion to a new position • New role leading a project team or managing a software implementation

What’s the most effective way to prepare for, achieve, and maintain high performance in your organization during change events? With SAP you can take a “day-one” approach to change management – and follow the right steps to a productive workforce, right from the start.

FIRST THINGS FIRST

Think about your “first times.” Think about your first time riding a bicycle, taking a test, or driving a car. What did you feel? Fear, excitement, dread? Perhaps joy? How do you think others felt in these same situations?

Introduction

Continued


Finally, think about first times on an even larger, company- wide scale. Imagine a company growing in size, striving to meet its goals, and facing a multitude of challenges:

• New product launch • Technology implementation • Staff recruitment and development • Merger, acquisition, or major reorganization

All of these changes directly impact an organization’s performance, and they all require new processes – which inevitably create a knowledge gap in the workforce. Getting things right doesn’t necessarily happen on day one. That takes a “day-one” approach.

•

“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive business advantage.”Jack Welch, former CEO, General Electric Co.

Source: Robert Slater, Jack Welch and the GE Way: Management Insights and Leadership Secrets of the Legendary CEO, New York: McGraw-Hill, 1999.


Organizational change is happening faster and more frequently than ever. In a poll taken during an SAP-hosted Webinar series,* nearly half of the attendees revealed

Change Is Today’s Business Reality

that they experience more than 10 change events in their organizations per year, and more than two-thirds see more than six change projects per year (see Figure 1).

*SAP Webinar series: “Mobile Learning and Performance Support,” February 2014; “Defining a Day-One Approach to Change,” June/July 2014; and “Build Learning Content That Connects Generations,” March 2014.

Figure 1: Webinar Poll Responses

Continued

How many change events do you see per year?

4%

28%

20%

48%

284 Poll Responses

1

2 to 5

6 to 10

More than 10


While change can drive business growth, it can also challenge an organization in terms of both cost and productivity. Implementing each change requires a significant amount of knowledge transfer and workforce learning. More extensive change introduces more challenges – and highlights the need for more struc-tured and thorough workforce training to adopt new knowledge quickly.

Embarking on something new can make your employees feel tentative and insecure. Confidence levels rise as they learn how to do the new tasks at hand. Even experienced professionals need to learn about new roles and new responsibilities before they can move forward confidently and successfully.

It’s also important to note that while company executives may have several months to consider the impact of planned organizational changes before they occur, the workforce may not. Focusing on communication, preparation, learning, and in-context guidance are key elements of successful change projects. Taking SAP’s day-one approach, you can prepare your workforce for change – and offset downtime, processing errors, and a decline in productivity.


The Day-One Approach: Manage Change Without Disruption with SAP

The right approach can empower your workforce to be confident ambassadors of the change.

Using our day-one approach, you can realize the most benefit from the change – in a manner of continuous business process simplification, optimization, and acceleration – and experience powerful, change-driven growth. The approach enables you to:

• Create and share required knowledge faster • Learn from all affected employees and improve continuously

• Increase overall productivity immediately as of the “change going live” date

• Reduce the total cost of change

Ensuring that your workforce is productive through a change event takes an approach that helps employees understand the change, get the training they need to respond to it, and share their knowledge with peers.

“SAP’s day-one approach simplifies change management and provides the shortcut to a productive workforce.”Sebastian E. Grodzietzki, Global Solution Owner, SAP


Talent management begins the moment an employee joins your organization and continues throughout the employee lifecycle. With each new role, task, or project, your employees need to learn how to start well, keep focused on their roles, and avoid mistakes that can be anticipated.

SAP has designed tools to assist in every phase of the employee lifecycle – so that your workforce can start and stay proficient (see Figure 2).

Day-one support also enables organizations to build learning content quickly and easily. In another Webinar poll, nearly two-thirds of the attendees reported that their organizations still create manual screenshots, which they copy and paste into Microsoft Word documents and PowerPoint presentations.

Continued Figure 2: Day-One Support That Spans the Employee Lifecycle

Learning Across the Employee Lifecycle

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Open position to hire

2 weeks to 6 months

Hire to start

Disengagement to departure

First 2 weeks

24 months to disengagement

Single source


workforce to use applications and new or changed processes productively from day one.

COMBINING LEARNING WITH REAL-WORLD BUSINESS PROCESSES

Where do you begin when you need to manage change? First and foremost, you need to decide how to help your workforce understand the change and what tactics will have the most positive impact.

A current trend among SAP customers is the use of context-sensitive learning – guiding employees as they work on a live system or in the field through mobile de-vices. This kind of performance support – made available

Companies are also spending valuable time creating end-user process documentation. Seventy percent of the Webinar attendees noted that they need one or more days to produce a single process document.

Improvements in creating and distributing learning content can have a dramatic affect on company performance. What if your workforce could create learning content as they work with a new process? What if they could provide and share this content – not just formally, but informally, too? And, what if they could share learn-ing with their peers in a social environment?

At SAP our goal is to get your organization to peak productivity faster. Succinct, single-source, best practice–based learning material enables your

Continued


when employees are performing a new process – is an effective way of ensuring that they understand the new process and are operating proficiently.

Context-sensitive learning eliminates the need to visit a classroom or learn offline; employees learn as they work, “in process.” Your workforce learns faster, understands better, and accepts change more readily. All that’s required is a tool set that delivers knowledge – instantly and locally – in the right context. And, everyone has the same best practice–based information at their fingertips.

Today’s technology facilitates this in-process learning, making it a highly efficient and effective way to train.

SIMPLIFIED CONTENT CREATION AND PROVISIONING FROM DAY ONE

SAP® Workforce Performance Builder software simplifies the process of creating learning and performance-support content. Using wizard-guided creation tools, prerecorded content, automatic content updates and localization for multilanguage content, and other SAP innovations, you can significantly reduce learning and development budgets, as well as operating expenses.

With the click of a button, you can generate context- sensitive help that guides employees step-by-step and helps them develop the skills they need to master and improve evolving processes and applications quickly.

Continued


• Reduce the number of help desk inquiries up to 62% • Reduce support and training costs up to 70% • Speed up process execution up to 73% • Accelerate the documentation of processes up to 92%

WORKFORCE PERFORMANCE OPTIMIZATION IN A NUTSHELL

Effective management of the learning required for con-stant change and sustained productivity starts on day one – with simplified content creation – and continues with ongoing learning and assessment, performance monitoring, and context-based guidance. Our day-one approach, supported by SAP software, follows a closed-loop workforce performance optimization process to manage each of these specific requirements.

This results in faster time to competence, increased productivity, and accelerated adoption of new software and processes. Training your workforce on changes is no longer a cost-intensive effort. Customers and partners polled during our Webinar series reported that SAP Workforce Performance Builder helped them to:

“With SAP Workforce Performance Builder, we now have a moment-of-need refer-ence tool to assist all employees in their day-to-day tasks.”John M. Gonos, Director of Training, Safeguard Properties LLC

Continued


SAP offerings enable you to understand who’s struggling with a process, where, and when. You can identify exactly where people need help with a business process and then fix the problem.

With SAP Workforce Performance Builder and other SAP solutions, along with our proven approach, your organization can maximize return on investment (ROI) and minimize the total cost of ownership, implementation, and change across all applications and business processes – from day one.Figure 3: The Closed-Loop Approach to Workforce Optimization

“To improve is to change; to be perfect is to change often.”Winston Churchill, former Prime Minister of the United Kingdom

Learning• Development of

cognitive and motor mechanical skills

Assessing• Measurement of

cognitive and motor mechanical skills

Performing• Monitoring ability

to perform using KPI data or observing

SAP® Workforce Performance Builder software SAP Learning Hub

SAP User Experience Management application by Knoa

SAP Assessment Management application by Questionmark

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With SAP solutions along with our proven approach, you can maximize return on investment and minimize the total cost of ownership.

Studio SAP | 33710enUS (14/11) © 2014 SAP SE or an SAP affiliate company. All rights reserved.

FIND OUT MORE

For more information about how SAP can help your organization ensure day-one success, call your SAP representative today, or us visit us at www.sap.com/wpb.

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Defining a Day-One Approach to Change Get Set for Successful Change Management

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