How user experience monitoring software proactively optimized SAP business processes, functional support and improved the targeting of training. This presenation was part of the Learning Executive Forum 2014 in Bonn

1. Johns Manville
SAP User Experience Management by KNOA
1
CONFIDENTIAL
October, 2013 Do Not Distribute

2. Johns Manville Overview
Johns Manville, a Berkshire Hathaway company, is a leading manufacturer
and marketer of premium-quality building insulation, commercial roofing, roof
insulation, and specialty products for commercial, industrial and residential
applications.
Doing business for over 150 years
Strategic focus on sustainability, innovation and productivity
Leader in all key markets
Reinvesting millions annually to ensure we continue to provide the
innovative solutions our customers expect
With the strength of Berkshire Hathaway behind us, JM is arguably the most
financially stable company in our industry
2
CONFIDENTIAL
October, 2013 Do Not Distribute

3. Over 150 Years of Proud History
11885588 11997722 22000011
Moved HQ and R&D
from NYC to Denver
3
Berkshire Hathaway
Company
CONFIDENTIAL
HW Johns Roofing
Manufacturing
Company
October, 2013 Do Not Distribute

4. 4
JM Worldwide
CONFIDENTIAL
October, 2013 Do Not Distribute

5.  How does SAP User Experience Management by KNOA help JM
 Allows for Identification of who needs to be trained
 Validates performance issues and opportunities for improvement
 Shortens time to competency and improves overall application adoption
 Provides metrics around improvements and enchantments
 Provides metrics around exact performance at each desktop
 Allows Service Delivery to be proactive and not reactive
5
Business Challenges
CONFIDENTIAL
 Identifies key areas of support needs
October, 2013 Do Not Distribute

6. 6
Data-Driven Approach to Performance, Adoption,
and Value
Save Money Reduce Risk and
Reduce costs caused by broken
workflows and errors
Make more informed decisions
based on real-time analytics
Drive ROI
Assure user acceptance and
improve operational efficiency
Decide with Confidence

7. 65% of errors in one
module with 8 users
Most time spent in Warehouse Shipping
7
KNOA Data
CONFIDENTIAL
with 330 errors in 30 days
October, 2013 Do Not Distribute

8. 8
Pinpoint user errors to a specific process step within a
business process
Within F-03, more than
50% of all errors are within
3 screens. Possible
candidates for usability
improvements?
Within Financial
Accounting, more than
50% of errors are within F-
03 and FB01 transactions.
But these transactions
represent a small portion
of the total active time.

9. 9
KNOA Data
261 out of 892 errors
from single user
CONFIDENTIAL
Name 1
October, 2013 Do Not Distribute

10. 10
Assure process compliance and audit authorized usage
(read audit)
Why are these 7 users
within Financial
Accounting role using
different transactions and
screens to perform their
function?
Why are these 2 users
performing significantly
less activity than their
peers?
Why are these transactions
only used by a single user
within the same peer group?
Why is Heidi the only one
using these 5 transactions?

11. Module and Business Process Stats
11
CONFIDENTIAL
October, 2013 Do Not Distribute

12. 12
Gain visibility into application adoption and process
execution across all business processes
More than 33% of all
utilized transactions are
custom, indicates a highly
customized environment.
Why such deviation from
standard functionality?
More than 30% of total
active time is within 10
transactions. Possible
candidates for HANA
migration, usability
improvements?
A lot of time is being spent
on checking Account
Balance and G/L Account
Line Item. Should the users
use FAGLL03 and
FAGLF03 instead to easily
see the entries side by side
and identify discrepancies?
Why more time is
being spent on
changing sales
orders rather than
creating?

13.  How to shorten the length and quantity of phone calls, reduce callbacks
 How to reduce the quantity of email
 How to diagnose, replicate and resolve issues much faster than possible before
 How to pro-actively identify emerging issues - visibility to all reported or not - !
 Reduce the risk in change management events with better visibility
 How to leverage KNOA SAP UEM to identify and target Training needs
 What are the issues, exactly?
 How do you know what is needed for a specific location?
13
Lessons Learned
CONFIDENTIAL
 IT support
 Training
October, 2013 Do Not Distribute

14. 14
Proactive visibility into user errors
48% of all user
errors are within 20
transactions. Top 3
are VA02, FBO1 and
VA01.
20 error types account for
30% of all user errors.
Top errors include
missing entries, G/L tax
setup errors and
authorization issues.
60% of all user errors
were encountered by
less than 20% of the
users
75% of all errors were
encountered by users in
US and Brazil

15.  Call volume reduction
 Improvement in the utilization
 Reduction in System and User Errors
 Business process focus on cycle time
 How do you justify the training worked?
 Baseline versus improvements that are measurable
 Error reduction
 What was the ROI on the training?
 Use dollars associated to work functions to validate ROI
15
Benefits
CONFIDENTIAL
 How do you measure success?
October, 2013 Do Not Distribute

16. 16
Real User Workflows and Powerful Analytics
Global user data is
aggregated for viewing
in Dashboards
Actionable real-time
data improves the user
experience & cuts costs
A user’s journey in
SAP applications
are discovered

17. Measure Success of Support Reduction
17
CONFIDENTIAL
October, 2013 Do Not Distribute

18. What Does Knoa Have That Other Tools Do Not?
 Performance for response measured uniquely at each desktop by agent
 Unique KPI: User error and user workflow tied to real-time analytics
 Automation – no scripting even for custom transactions
 No back-end integration required
18
CONFIDENTIAL
October, 2013 Do Not Distribute

19. 19
Pinpoint poor application response times to user
operations within any screen and transaction
Six out of ten most
executed operations are
trending negative in terms
of response times. What
happened during the last
3 weeks of the Pilot?
See daily
response trends
and alert on
anomalies for
every operation
Drill down for
instance level
analysis

20. Contact Information
Jesse Bernal
@jesseberanl79
jbernal@knoa.com