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visit us at http://www.kudospower.com 1Visit us at http:///www.kudospower.com
CREATING KUDOS
How to empower your users and create community
Presented by: Lori Enos
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WHY VISIT KUDOSPOWER.COM To find more articles and information
about creating community. To learn how we can help you create
your own community of super users.
visit us at http://www.kudospower.com
visit us at http://www.kudospower.com 3
KUDOSHonor, Glory, Acclaim
Acclaim or praise for exceptional achievement
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AGENDA Introductions Why create a community of users? The KUDOS Experience Creating your own KUDOS experience Utilizing your KUDOS Graduates
visit us at http://www.kudospower.com
visit us at http://www.kudospower.com 5
INTRODUCTIONS
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WHAT MAKES ME QUALIFIED?
User
Five years as an SAP user at a repetitive mfg companySelf-created and management recognized super userBusiness Plant AnalystCreated an informal community of users
KUDOS
Creator
Created the KUDOS program at a discrete manufacturing companyDeveloped a program that was both a learning forum and community
Proj
ect Manager
SAP project manager for an SAP implementation.Leveraged the KUDOS community for process redesign, training, and support
visit us at http://www.kudospower.com
visit us at http://www.kudospower.com 7
WHY CREATE A COMMUNITY OF
USERS?
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WHO OWNS YOUR SYSTEMS?
The Business?
IT?
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WHO SHOULD OWN YOUR SYSTEMS?
Systems
IT Maintains
Shared process
improvement responsibility
Business owns process
and data
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WHAT KUDOS DOES
Builds mutual understanding
• Accounting understands why manufacturing does what it does• Manufacturing understands why accounting needs the data it does
Gets users talking
• What are our problems?• What are the process differences?• How can we synchronize our processes?
Empowers Users
• Users are empowered to redesign the processes• Users are empowered to help themselves
visit us at http://www.kudospower.com
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HOW DOES THIS HELP THE BOTTOM LINE?
Reduces Support Costs
• Super users train other users.• Super users share knowledge• Super users brainstorm solutions that don’t require system changes.
Reduces project costs
• Do not have to spend time documenting / learning processes.• Super users can serve BA’s
Streamlines / Synchronizes processes
• Super users work together to create common processes across facilities.• Reduces the number of “systems” IT is supporting
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visit us at http://www.kudospower.com 12
THE KUDOS EXPERIENCE
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WHAT KUDOS IS NOT
In-Depth Training
• KUDOS only provides hands on training for cross functional functionality
A drop in experience
• Users need to commit to attend all sessions
A Party
• Learning has to be fun and KUDOS encourages learning through skits, presentations, and other activities.• Getting together after our sessions encourages a sense of community.• KUDOS users end up working nights during sessions to get their day jobs done.
Appropriate for distance learning
• The face to face aspect of KUDOS is what fosters community.
visit us at http://www.kudospower.com
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WHAT KUDOS ISA time boxed learning program
• Has a defined year long curriculum• Let the group determine what happens next
Cross functional training
• Users are introduced to the system as a whole• Users are introduced to the details of each area and the interaction of each area by experts in those areas.• Users are trained on advanced functionality that impacts all areas (queries, variants, etc.)
Leadership training
• Users are trained to train other people• Users are trained on change management• Users are trained on leadership• Users are trained to analyze processes
An interactive experience
• All participants are required to participate in skits, presentations, etc.• Competition is created to encourage interaction.• Cross functional / cross plant teams are created to encourage interactionvisit us at http://www.kudospower.com
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WHAT KUDOS CREATESCommunity
• Opportunities are provided for users to get to know each other as people and not just co-workers.• Shared experiences create a close knit community.
A Powerbase
• KUDOS creates a powerbase that the company can leverage to drive change
Training
• Super users create training materials for their users• KUDOS / IT leadership can help structure the training into courses
Empowerment
• Users become owners of the system• Users feel empowered to make changes to their processes
visit us at http://www.kudospower.com
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A TYPICAL KUDOS SESSION (DAY 1)
Day / Time Topic Presenter
8:00 to 8:30 Registration / Breakfast
8:30 to 9:00 Greeting / Announcements
KUDOS Coordinator
9:00 to Noon Materials management training• Overview• Master data• Key system
configuration
Materials Management / IT Class Members
Noon to 1:00 PM Lunch
1:00 PM to 2:00 PM Plant overview and tour Plant management
2:00 PM to 4:30 Materials Management Processes• Purchasing• Receiving• Inventory
Management
Materials Management process owners
4:30 PM to 5:00 PM Wrap up/ Discussion Group
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A TYPICAL KUDOS SESSION (DAY 2)
Day / Time Topic Presenter
8:00 AM to 8:15 AM Housekeeping / Announcements
KUDOS Coordinator
8:15 to 9:30 AM Working with SAP Variants
KUDOS Team Member
9:30 AM to Noon Change Management KUDOS Coordinator or resident expert
Noon to 1:00 PM Lunch
1:00 PM to 3:30 Change Management KUDOS Coordinator or resident expert
3:30 PM to 4:00 PM Wrap up KUDOS Coordinator
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HOW SESSIONS ARE TAUGHT Lectures and Life Experience
Lectures and presentations on material.Shared experiences from the group and the
instructor to drive information home. Interactive Exercises
Skits to illustrate learning pointsParticipants present to their classmates Exercises that encourage discussion
TakeawaysBooks provided that include all slides and
supplementary materialSoft copies are made available on the Web
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visit us at http://www.kudospower.com 19
CREATING YOUR OWN KUDOS GROUP
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KUDOS PROCESS Prep Work
Basic Analysis Determining what you
want to teach Determining where to hold
your sessions Build the KUDOS Class
Who should participate? Who shouldn’t participate? Class Size
Selling KUDOS Developing your sales
pitch Sell Management Obtain management buyin Sell Participants
March Forward Send your invites Develop your content Organizational Tips Kick Off and Go Post your material
Graduation, lessons learned and next steps Congratulate your class
and formally recognize them
Poll your class and learn what worked and what didn’t?
Plan for Year Two
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UTILIZING YOUR SUPER USERS
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DON’T WAIT
Look for opportunities to leverage your super users right away
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PROJECTS
Business analysts/leads for new implementations
• Training• Process analysis / design
Process improvement projects
• Develop one model for similar processes at different locations.• User acceptance testers
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SUPPORT AND TRAINING
Support
• Provide peer support for other users• Troubleshoot systems problems
Training
• Training documentation for existing processes.• One on one training• Training of new users
visit us at http://www.kudospower.com
visit us at http://www.kudospower.com 25
QUESTIONS AND ANSWERS