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Oracle’s End User Training and Implementation Solution: Oracle User Productivity Kit & Oracle TutorPresenterTitle
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making a purchasing decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
3
Why Sell UPK?Important Issue to Customers Represents Large Opportunity
• Significant problem that customers are trying to solve• High historical enterprise application deployment failure rates associated with ERP
implementation hurdles• “76% of end users have failing or sub-standard understanding of new systems”
(Source: AMR Research, 2005)• “End user adoption is the #1 reason for failed implementations” (Source: Meta Group,
2003)
• Significant customer base demonstrates the products’ success within Oracle Applications
• 2,000+ Oracle Applications customers use the UPK product
• Large Market Opportunity• Significant part of Oracle customer base yet to be penetrated
Oracle UPK Customer Base By Applications
EBS PSFTJDE E1 &
World SEBL Hyperion Agile Demantra G-Log GBU's Total
UPK Customers 986 669 275 41 2 3 9 7 9 2,005
Est. Install Base 11,000 3,500 4,000 4,000 6,500 900 200 220 Thousands 30,320+
% of Install Base < 9% < 19% < 7% < 1% 0% 0% < 5% < 3% < 1% < 7%
4
Best Practice for Positioning UPK• New License Opportunities
• “Attach” UPK to New License Opportunities
• Position UPK early in Sales Cycle
• Make User Adoption a distinct component of sales cycles
• Call it out as an agenda point in your presentations
• Leverage UPK as competitive differentiator
• Enhance overall ROI of proposal
• Stand-Alone UPK Opportunities• Target Customers with a Compelling Event
• Position UPK to reduce cost, effort and risk
• Position UPK to reduce end-user training & support cost
• Improve End User Productivity
• Understand the Software Lifecycle message• Supports the Entire Project
• Perpetual Benefit
5
Pricing UPK Pro
• UPK Developers: $17,500• UPK Named Users*: $60 per user• UPK Employee User*: $30 per employee
• UPK Professional Developers: $25,000• UPK Professional Named Users*: $80 per user• UPK Professional EmployeeUser*: $40 per employee
• Named user is a subset of employee population• Employee user is a count of the entire employee population
Agenda
• Enterprise Application Implementation Challenges
• Oracle’s Strategy: Accelerate End User Adoption
• Be Productive Day One!
• Results Achieved by Oracle Customers
Today’s Downturn: Uncertainty or Opportunity?
“… most companies limit themselves by lowering their expectations and implementing defensive measures aimed at cost –cutting.”
“For ambitious, forward-looking companies, however, a downturn represents not a threat but an opportunity.”
*Source: Winning in a Downturn, Boston Consulting Group, Fall 2008
Pyramid of Ambition*
Survive the Downturn
Maintain Growth and Profitability
Make Strategic Maneuvers
Attack and Win
Fact: 34% of companies worldwide are introducing new products and services to gain market share from weakened competitors.
Source: McKinsey Global Survey, November 2008
Copyright © 2009 Oracle. All rights reserved.
High-Impact Strategies
Copyright © 2009 Oracle. All rights reserved.
High-Impact Strategies
Copyright © 2009 Oracle. All rights reserved.
High-Impact Strategies
Copyright © 2009 Oracle. All rights reserved.
Enterprise Application Implementation Objectives
• Automate Key Processes• Implementing New Functionality• Improve Flexibility• Improve Response Time• Gain Competitive Edge• Improve Management Reporting• Optimize Business Performance
• Increase Productivity
Key Employee Question:
“How do I do my job using these new Applications?”
End User Adoption is #1 Implementation Problem
“End user adoption is the #1 reason for failed implementations”Source: AMR Research, 2005
Source: TechRepublic Survey
C-Level Suite
Project Team
Training
CIO
CFO
CEO
Executive Sponsor
Project Team Lead
Director of Training
VP of Learning
CLO
The Role, The Responsibility, The Agenda
Project Influencers
System Integrators
COMPLIANCEMAXIMIZE ROI
PROFICIENCYRISK MITIGATION
USER ADOPTION
KNOWLEDGE TRANSFER
Non-standard knowledge
platform
User efficiency of enterprise apps
Fast ROI on enterprise
applications
Organizational, business process & transactional system documentation
Travel Restrictions due
to cost containment
Fluid workforce due to M&A or workforce reduction
Lack of training budget & resources
User Adoption Challenges In Today’s Economy
Disparate communications & workforce
Copyright © 2009 Oracle. All rights reserved.
The OpportunityThe OpportunityThe OpportunityThe Opportunity
End User Adoption Ensure Success of Enterprise Applications & Be Productive Day One
The ValueThe ValueThe ValueThe ValueThe StrategyThe StrategyThe StrategyThe Strategy
Oracle User Productivity Kit & Tutor
The end user training and implementation solution
Reduce costs and maximize ROI
Manage and mitigate risk
Drive user adoption and increase productivity • Standardized knowledge
transfer for Oracle and non-Oracle applications
• Easily capture organizational knowledge
• Targeted knowledge deployment
•Reduce training, documentation, and ongoing performance support costs
AP Supvr
Determine whethernonstandard paymentterms requested. (11)
Supplierrequests
nonstandardpayment termsunfavorable to
company?
VP Finance
Evaluate request fornonstandard paymentterms. (12)
VP Finance
Forward SupplierMaintenance form toAP Clerk. (13)
AP Supvr
Forward SupplierMaintenance form toAP Clerk. (14)
AP Clerk
Add or correct info insupplier database. (15)
> Suppliers> Submit Request:
Suppliers Report
AP Clerk
Notify Requester thatsupplier has beenadded to database.(16)
Supplier hasbeen placed on
hold?
AP Clerk
File supplier filemaintenancedocumentation. (17)
End
A
B
A
A
Y
N
N
Y
Copyright © 2009 Oracle. All rights reserved.
• Increase business efficiency
Reduce time to competency
Reduce content development time
Gain efficiency by standardizing on a single platform for learning
Reduce travel expenses while training employees
Do More with Less!
Retain knowledge through workforce fluctuation
Copyright © 2009 Oracle. All rights reserved.
Agenda
• Enterprise Application Implementation Challenges
• Oracle’s Strategy: Accelerate End User Adoption
• Be Productive Day One!
• Results Achieved by Oracle Customers
End User Adoption Is Key to Value Realization
Source: Neochange
Effective user adoption is the primary determinant of the success of a project implementation
Trained Users are Five Times More Productive
Changing company
environment
Lack of adoption in
existing apps
New rollout or upgrade
Non-standard content creation
method 5x
Accelerate End-User Adoption with Complete Enterprise Solution
Oracle User Productivity Kit
CRMERP BI CRM FIN SCM HCM
Learning Path
Learning Management
Content Authoring
Oracle Offers Complete User Adoption Solution
Activation MediationOracle eLearning
Oracle iLearning
Comprehensive Content Authoring
Business Process Doc.
System Process Doc.
(UPK) User Productivity
Kit
Oracle Tutor
Pre-builtContent
Learning Path / Content Configuration
OracleApplications
Learning Management System
Requirement Oracle Capability The Oracle Difference
Reduce costs Reduce costs associated with software associated with software
implementationsimplementations
Rapid content creation Rapid content creation reduces content reduces content
development time and development time and costcost
Accelerated deployment Accelerated deployment with pre-built contentwith pre-built content
Accelerate ROI and Accelerate ROI and mitigate risk through all mitigate risk through all
phases of project phases of project lifecyclelifecycle
Single recording session Single recording session produces multiple assets produces multiple assets
for projectfor project
Faster recovery of upfront Faster recovery of upfront investment through investment through
accelerated adoptionaccelerated adoption
Drive user adoption and Drive user adoption and productivityproductivity
Multiple learning methods Multiple learning methods to address to address
intergenerational diversityintergenerational diversity
Reduced risk with single Reduced risk with single training platform for Oracle training platform for Oracle
and non-Oracle and non-Oracle applicationsapplications
Oracle’s User Adoption SolutionBe Productive Day One!
Agenda
• Enterprise Application Implementation Challenges
• Oracle’s Strategy: Accelerate End User Adoption
• Be Productive Day One!
• Results Achieved by Oracle Customers
Providing Value Throughout the Project LifecycleBe Productive Day ONE!
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
Many Ways to Access Content
All Processes > Top Level
Start
Process
Procure to Pay. (1)
Process
Campaign to Cash. (2)
Process
Contract to Renewal.(3)
Process
People to Paycheck.(4)
Process
Project to Profit. (5)
Process
Period End Close toFinancial Reports. (6)
Process
Author to Publish TutorDocuments. (7)
End
Process Flows
Process > Procure to Pay
All Processes
Start
Sub Process
Analyze to Agreement(1)
Sub Process
Requisition to Receipt(2)
Sub Process
Inspection toDisposition (3)
Materialpasses inspection?
Supplier will beproviding
replacement?
Sub Process
Supplier Return to Debit(4)
Sub Process
Supplier Return toReplacement (5)
Sub Process
Supplier Invoice toPayment (6)
EndA
A
N
Y
N
Y
Sub Process > Analyze to Agreement
Process > Procure toPay
Start
Procedure
Material RequirementsPlanning (1)
Procedure
Selecting Supplier (2)
Procedure
Evaluating SupplierPerformance (3)
Procedure
Adding Suppliers (4)
Procedure
Changing Supplier Data(5)
Procedure
Adding Suppliers toApproved Supplier List(6)
Procedure
Changing ApprovedSupplier List Item Data(7)
Procedure
Deleting Suppliers fromApproved Supplier List(8)
End
Sub Process >Requisition to Receipt
Procedures Linked to Transaction Recordings
Adding Suppliers
Selecting a Supplier
Start
Requester
Complete a SupplierMaintenance form. (1)Forward form to APSupvr. (2)
AP Supvr
Verify that all requiredsupplier info iscomplete. (3)
Paperwork iscomplete?
AP Supvr
Request missing info.(4)
> Submit Request: TaxVerificationInformation Letter
AP Supvr
Record info on SupplierMaintenance form. (5)
AP Supvr
Determine whethernonstandard paymentterms requested. (6)
Supplierrequests
nonstandardpayment termsunfavorable to
company?
AP Supvr
Evaluate request fornonstandard paymentterms. (7)
Requestrequires further
review?
AP Supvr
Deliver SupplierMaintenance form toVP Finance. (8)
VP Finance
Evaluate request fornonstandard paymentterms. (9)Forward SupplierMaintenance form toAP Clerk. (10)
AP Supvr
Forward SupplierMaintenance form toAP Clerk. (11)
AP Clerk
Add or correct info insupplier database. (12)
> Suppliers> Submit Request:
Suppliers Report
Supplier info iscorrectly entered in
system?
AP Clerk
Notify Requester thatsupplier has beenadded to database.(13)
Supplier hasbeen placed on
hold?
AP Clerk
File supplier filemaintenancedocumentation. (14)
End
AP Clerk
Retain suppliermaintenancedocumentation insupplier maintenancepending file. (15)
End
A
B
B
A
B
N
Y
Y
N
Y
N
Y
N
N
Y
Links to UPK recordings interactively describing
what the user needs to do within the application
Oracle User Productivity Kit
The People to System Documentation
• 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
Once
Oracle User Productivity KitSingle Recording – Multiple Outputs
Record
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
UPK Paper Documents
5 document types from a single source
Simulation Experience: Learn by WatchingSimulation Experience: Learn by Watching
See It! Mode
Simulation Experience: Learn by PracticingSimulation Experience: Learn by Practicing
Try It! Mode
Assessment Experience: Learn by DoingAssessment Experience: Learn by Doing
Know It! Mode
Do It! Mode
Live Experience: Learn by Reinforcement Live Experience: Learn by Reinforcement
Sits on top of live application
Print It! Mode
Reading Experience: Learn by DocumentationReading Experience: Learn by Documentation
UPK Usage Tracking
39
UPK Offers Large Library of Prebuilt Content for Oracle’s Applications
• UPK Content for EBS R12
• UPK Content for PSFT Enterprise (content for 8.8, 8.9, and 9.0)
• UPK Content for JDE Enterprise One (8.9, 8.11, 8.12)
• UPK Content for JDE World (A9.1)
• UPK Content for Siebel (8.0.0.2)
• Tutor Content for AppsUnlimited• Hundreds of model business flows, policies and
procedures covering Financials, Human Resources, Projects, Manufacturing, Order Management, Inventory, Sales and more
Business Flow
Procedure
TransactionSimulation
Knowledge Pathways• Store project assets in a central
repository to keep stakeholders abreast of project status
• Compile and deliver courses from UPK and Tutor content as well as other assets based on user role or business need
• Assess users on conceptual and transactional knowledge
• Track content access and measure end user readiness
• Create AICC or SCORM compliant courses that can easily be integrated with any standards based Learning Management System
The Knowledge Portal for Projects
Knowledge Pathways
The Knowledge Portal for Projects
Designer, Manager, and Player modulesDesigner, Manager, and Player modules
Oracle UPK Professional
Develop and Deliver Content
Manage and Deploy Training
Measure Organizational Readiness
Oracle User Productivity
Kit
Knowledge Pathways
43
Customers who purchased UPK will then develop many, many UPK recordings over time. This increases the need to create courses that include a multitude of recordings, as well as other corporate assets like ppt, doc, swf files.
UPK ProFilling a gap between content and its use
Knowledge Portal
Existing Content
Content AggregationContent Aggregation
44
When to Position UPK Pro
• A deployment mechanism for content (any content, not just UPK)
• To create knowledge paths for users• A quick way to provide content for a project team and end
users• To assess knowledge on conceptual topics
• Multiple Choice• True/False• Matching• Multiple Select
• Reporting capabilities on content (usage, assessment scores, hours spent, etc..)
• A course builder to work with their enterprise LMS
Customer Needs:Customer Needs:
45
UPK Pro: Knowledge Pathways
Designer: create courses
Manager: manage server & users
Knowledge Portal: deploy to end users
Design Manage Deploy
• English, US English• French, European• German, European• Japanese, Japan• Spanish, European
• Chinese, Simplified• Chinese, Traditional• Danish, Denmark• Dutch, Netherlands• Finnish• French, Canadian• Hungarian• Italian, European• Korean• Norwegian, Bokmal• Polish• Portuguese, Brazil• Russian• Spanish, Mexican• Swedish, Sweden• Turkish
• Chinese• Dutch• English• French• German• Hungarian• Italian• Japanese• Polish• Portuguese• Russian• Spanish
*Oracle UPK 3.1 introduced several features that allow customers to easily and efficiently create content in languages not listed above.
Supported LanguagesOracle UPK and Knowledge Pathways
UPK Tier 1UPK Tier 1UPK Tier 1UPK Tier 1 UPK Tier 2UPK Tier 2UPK Tier 2UPK Tier 2 Knowledge PathwaysKnowledge PathwaysKnowledge PathwaysKnowledge Pathways
• English (US) • French Canadian• Simplified Chinese• Traditional Chinese • Korean• Japanese
• Brazilian Portuguese• Danish • Dutch • French• German • Spanish Latin American• Spanish• Italian• Russian• Swedish
• Greek • Norwegian • Polish • Portuguese • Romanian
Full Support - Author and Publisher have been tested with this language; Author user interface has been translated
Verified Support – Language has been defined in our tables and/or customers are using this language
Non-verified Support - Language is similar to other supported languages; has not been defined in tables & software has not been tested
Supported LanguagesOracle Tutor
Full SupportFull SupportFull SupportFull Support Verified SupportVerified SupportVerified SupportVerified Support Non-verified SupportNon-verified SupportNon-verified SupportNon-verified Support
Clearly Different
Only Oracle can deliver ALL of the following:
A single platform for interactive training and just-in-time support for the enterprise
Editing accelerators for Oracle and other applications
Collaborative content development via a multi-user authoring environment
Accelerate translation of content into multiple languages
Agenda
• Enterprise Application Implementation Challenges
• Oracle’s Strategy: Accelerate End User Adoption
• Be Productive Day One!
• Results Achieved by Oracle Customers
Successful Deployments Across Verticals
Healthcare & Pharmaceutical
Manufacturing & Processing
Financial Communications
Retail & Services Public Sector
SAP Customers
How does SAP fit into an Oracle strategy?
• SAP is one of Oracle’s largest partners• Database powers well over 50% SAP’s
customers
• Siebel, Hyperion, Agile, Retek, iFlex Demantra, Glog, and AIA co-exist with SAP
• UPK technology will continue to be supported for non-Oracle applications including SAP and Microsoft
• Enabling customers to deploy a single solution for their entire portfolio of applications, Oracle and non-Oracle
Copyright © 2009 Oracle. All rights reserved.
Medtronic: Consistent End User Training Across Applications
Challenges
• A biomedical device company with diverse and customized enterprise applications
• Lack of standardized tools for training• Manually maintained context sensitive help• Desire to move from transactional to business role context• Needed to repurpose content for multiple delivery formats• Inability to efficiently deliver in multiple languages
Solution • Personal Navigator & Knowledge Pathways (now UPK Pro)
Business Results
• Uniform management and distribution of role based training• Tests and tracks user competency prior to production system access• Globally integrated education system• Content leveraged and maintained in multiple languages
Silicon Image: Increased Efficiencies, User Adoption and User Productivity
Challenges
• An integrated circuit company • Simplify instructional design and end-user training development and
deployment• 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 • Oracle User Productivity Kit (UPK) and Oracle Tutor
Business Results
• Streamlined delivery of a broad range of user education and support materials from a single source
• Eliminated maintenance of multiple training documents• Enhanced user productivity and reduced IT support costs• Achieved dramatic efficiency gains of 80% to 90% in document
preparation
AAI Corporation: Increased Efficiencies, Faster Adoption
Challenges
• Process Reengineering as a part of the Applications Implementation• Implementation – User Adoption (Tutor – pre PeopleSoft acquisition)• Applications Upgrade Project – User Adoption (added UPK – post
PeopleSoft acquisition)• Turnover due to Baby Boomer’s retiring
Solution • Oracle User Productivity Kit (UPK) & Oracle Tutor
Business Results
• Writing procedures 75% faster due to standard formatting and the simple, Word based, software tools
• Tutor’s text and graphical flowchart make it easier for employees to quickly understand AAI’s business practices
• UPK is adding an additional dimension, an interactive on-demand applications training solution linked to the business procedures
<Insert Picture Here>Berlin Packaging, Inc.
Steve Canter Chief Information Officer
“Compared to our previous methods,
Oracle User Productivity Kit has
helped us reduce the costs of creating and delivering IT
systems training by more than 75%.
And with Tutor, we anticipate even
better ROI”
Steven Canter, CIO
Berlin Packaging Lowered Training Costs by 70%Traditional With UPK
Outside Personnel Used 2 Training Consultants 1 Temporary Intern
Outside Training Used 30 Man-Days of “Train the Trainer”
7 Man-Days of UPK Training
Hardware Purchased None 1 “Pizza Box” Windows Server
Transportation Required 150 Round Trips to Chicago None
Add’l Facilities Required 2 Classrooms with 16 Laptops
None
Man-Days Out of Office Over 600 None
Post Go-Live Materials 3-Ring Users Guide Binder Interactive UPK Modules
Software Purchased None 2 UPK Developers, 200 Users
Cost $350,000 $70,000 including UPK software purchase
Customer References and Success Stories
“Our mission is to help our clients leverage the power of technology to create efficiencies and, more importantly, to achieve their business goals. Our use of OnDemand Personal Navigator has helped us to do just that.
OnDemand Personal Navigator allows us to ensure that employees truly understand how to use new technology investments, which ultimately ensures a higher adoption rate and a more substantial ROI for our clients.“
Lynn AndersonVice President
Capgemini U.S. LLC
The Oracle UPK Advantage
Leadership
Innovation
Results
Unsurpassed application, technology, and learning industry domain expertise
Most innovative, complete, and standards-based training and implementation solutions
Unparalleled, measurable business results for thousands of customers
Reduce Costs associated with software implementations• Rapidly create and deploy documentation, simulations, and performance support materials
with a single authoring session• Accelerate time to deployment with out-of-the box pre-built content• Reduce help desk costs with in-application performance support
Maximize ROI and mitigate risk through all phases of the project lifecycle
• Faster recovery of upfront investment through accelerated adoption• Increase usage of enterprise applications through targeted learning• Reduce risk with single training platform for Oracle and non-Oracle applications
Drive user adoption and productivity• Accelerate user adoption through application training• Enhance user competency and compliance with multiple learning methods• Increase user productivity with just in time support
Only Oracle lets you…
!!
Summary
Sales Resources• Find UPK, UPK Pro, and Tutor reference collateral:
• Go to Oracle’s external website, http://www.oracle.com/applications/tutor/tutor-upk-index.html, for all published reference collateral
• UPK case studies are being rebranded and will be posted as soon as possible
• Find other Oracle customers and collateral• go to GCM References at https://global-crm.oraclecorp.com/callcenter_enu/
• To get references help for a sales opportunity: • Create a Reference Request in GCM References at
https://global-crm.oraclecorp.com/callcenter_enu/ • Request will be routed to the appropriate reference contact for follow up
• Nominate a customer for reference recruitment or collateral development:• Nominate customers or collateral at https://global-crm.oraclecorp.com/callcenter_enu/• Nomination will be routed to the appropriate reference contact for follow up
• Read Reference Selling Tools to find out about the newest references:• Go to http://my.oracle.com/gcp for latest issue (link in left sidebar)• Subscribe to Reference Selling Tools at customerforums_ww@oracle.com
• Learn more about referencing at Oracle:• Go to http://my.oracle.com/references
• Contact your reference point of contact:• UPK Champions in every region
• Learn more about other Global Customer Programs• Go to http://my.oracle.com/gcp
<Insert Picture Here>
Oracle User Productivity Kit and Oracle Tutor
Ensuring End User Adoption and Success of Enterprise Applications
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