From knowlegde workers to the workhop floor, to integration for next gen mobile devices for 3500 train attendants. See where Belgian Railways is headed with Workforce Performance when it comes to e-learning and sustainable knowledge management. This presenation was part of the Learning Executive Forum 2014 in Bonn.

1. Bart Verplanken Change Management Competence Center Lead
Learning and knowledge management
using SAP Workforce Performance Builder
at Belgian Railways
October 13, 2014 – Bonn (D)

2. About Belgian Railways
223.0 M
Domestic
travellers
9.4 M
International
travellers
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014
550
Stations
and stops
3,700
Trains
on weekdays

3. About Belgian Railways
BELGIAN
FEDERAL
STATE
Provide a
Train
Offering
Supply
Info to
Customers
Secure
Services
in Stations
and Stops
Ensure
Quality of
Service
Provide
Security
Maintain
Rolling
stock
Provisioning
of rail
infrastructure
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

4. Belgian Railways - Challenges
Increase Quality Higher availability & better
reliability of rolling stock.
Increase Efficiency Manage the ever increasing
number of carriages in use.
Customer satisfaction is directly
related to the quality of service
(e.g. Punctuality)
Next gen Organisation Continuous improvement, Project management,
Answers to upcoming passenger market liberalisation.
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

5. Our current landscape of the SAP End User Knowledge Base
Access
• Disclosed through dedicated website
• Process-based taxonomy
Library Management
• Centrally managed classification and document management
• Extended ECM by OpenText
Proprietary LMS
• All learning content mapped to business roles
• Role assignment triggers activation of learning objects
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

6. Out of date content
High degree of variation in
up-to-dateness of documents
Distance between action and content
Physical, visual and psychological break
between where process steps take place and
where the help is found.
Tooling problems
-Win7 issues in current toolset
-Stability issues when post editing legacy content
-Poor usability overall and particularly in catching scores
Taking an elephant gun on a sniper mission
Mass delivery of undiscriminating content
rather than context sensitive help. Less is more.
Oversized volumes
Big documents scare the readers.
The truth is out there. Good luck finding it.
Content ownership
-Document size inhibits content maintenance
-Original (external) authors no longer in-house
There’s authors and Authors
Process or functional experts that do the
writing often lack author skills
Not leveraging self learning
Knowledge cycle out of sync with release cycle
Separate communication on “what’s new” is not finding its way into the
original documentation.
Relatively low share of self-learning content for an
audience that is increasingly IT savvy
Audience about to burst
Soon serving 20,000. Proliferation of portal apps, manager & employee self service,
touch enabled devices in workshops, mobile platforms for train personnel,..
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

7. Tool goal
The Consumer The Contributor The Librarian
“Pertinence” “Usability”
Productivity
End Goal “Self-Reliance” “Acceleration”
“Governance”
“Commonality”
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

8. Pull (I decide)
- Help me now, I’m stuck.
- I’d like to know about…
Push (someone else decides)
- Look out! Something’s new.
- Look out! Avoid this mistake.
- Look out! There’s a deadline.
- Did you know this?
Pertinent information
delivered when I need it
where I can apply it directly
in a form that suits the purpose.
Provide the answer
in the same
environment as
where the question
arose. Guide me to
the solution if
possible
Today I need a Quickguide, tomorrow I may need
the operating procedure, then I may need a guided
help, an e-learning, or a training manual in a classroom
Process or technical
knowlegde relevant for
me, my business roles
and the level of
authorisation I have
within the process or
certain process steps
The Content Consumer’s View
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

9. Recording capabilities, accellerators,
templates, translation workflows
Material is quick to create
easy to update
easy to re-use
with focus on content rather than form
Opportunities to separate process and
technical expertise from didactical post-editing
teams
Re-recording.
Updating small
atoms rather
than rewriting
large documents
Use someone
else’s content as
part of my own
The Contributor’s View
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

10. Atomic content
elements assigned
to an owner
Material is owned
up-to-date
governed
connected
multi-channel disseminated
PC, kiosk, tablet, BYOD, …
Standards and
processes are
centrally managed &
supported
Documenting
becomes a culture, not
a chore
The Content Librarian’s View
Content packages are
modular and based on
up-to-date recombined
atoms
-Content is role and process
aware (BPM)
-Knowledge acquisition is
traceable and workflow enabled
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

11. SAP Workforce Performance Builder (WPB)
pivotal in realising the vision
Here’s where the library is built
and maintained.
These are the authoring
components
Connections to other
components in the
enterprise architecture
Content is consumed
from this end
This component runs
on the end user’s PC
to detect what task is
in the foreground in
order to offer context
sensitive help

12. 1st out:
user documentation and learning on
next gen mobile device for train personnel
Use cases
Scanning/validating a smart travel card
Validating home printed tickets
Consulting timetables -
My work schedule, manuals, instructions, e-learning -
Conducting credit/debit card payments -
Executing train departure procedures
Keying in data for the operational reporting -
main backup
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

13. Use case e-learning
on Mobile
e.g. Dealing with an aggressive passenger
Part I: Legal aspects
Part II: Mastering a situation
Part III: Help at hand
Part IV: Create a report on device
+ TEST
Author
WPB Producer
Create
WPB Manager
Publish
Learning
catalogue
in the LMS (SAP LSO)
Add
Copy
3500
Send content files to
WiFi connected
devices
Activate
Content is activated for
dedicated population
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

14. Use case e-learning
on Mobile
Copy
• Started
• Progress
• Completed
• Test result (Pass/fail)
Learning
catalogue
in the LMS (SAP LSO)
Manage
Future Integration
-Qualifications Management
-(Re-)Certification
+ Other Business Units
Device independent
-No status loss when
swapping device.
-Start on mobile, finish on PC.
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014

15. Use case e-learning
on Mobile
Copy
• Started
• Progress
• Completed
• Test result (Pass/fail)
Learning
catalogue
in the LMS (SAP LSO)
Manage
Future Integration
-Qualifications Management
-(Re-)Certification
+ Other Business Units
Device independent
-No status loss when
swapping device.
-Start on mobile, finish on PC.
Bart Verplanken - PLE Executive Forum – Bonn (D) 13/10/2014