ASUG - Creating a Succesful BI Super User Community
- 1. Creating a Successful BI Super User Community Alonso Arteaga Director of BI at The Chamberlain Group Aarteaga@chamberlain.com Orlando Ledezma Business Solution Manager – BI at The Chamberlain Group Oledezma@chamberlain.com
- 2. Who we are? emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter • Chamberlain provides access and convenience products for homes and businesses worldwide. • Privately held, subsidiary of The Duchossois Group, Llc. • Worldwide coverage with Manufacturing locations in Mexico, Australia, Malaysia and Distribution facilities in USA, Canada, Germany, China, Mexico and Australia. • Went live with SAP in April 2012, using ECC and BW
- 3. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 4. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 5. Problem Statement emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter BI Super Users BI Users Information Consumers • BI was added to project scope late into blueprinting, capped ($) and didn’t cover all business needs • Legacy custom reports, datawarehouse, Bobj and Crystal • New world: SAP BW with Bex • BI Team very small • Appetite larger than stomach for reports, metrics, dashboards = High Expectations Teach users to fish
- 6. What went wrong? emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter • Roles were established during project but not formally deployed into the organization • Roles were not standardized, performance and results were inconsistent • New people, new processes, new tools • Organizational change management • Unmanaged expectations People Process Tools
- 7. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 8. emailaddress@asug.com What did we do? Follow @ASUG365 and #ASUG2013 on Twitter Move ownership back to business Driven by HR – Org Change Mgmt department Formally define role HR “approved” definitions Establish measurement system HR “suggested” goals Communicate Manager’s Seminars BI Super users Establish the community Kick Off BI Super user survey Obtain Buy In BI Super user evaluation & discussions Foster a stronger community Lunch & Learns Sharepoint Site Newsletter
- 9. emailaddress@asug.com What is a BI Super User? Follow @ASUG365 and #ASUG2013 on Twitter • Community of expert end users • “go to” people to answer metrics definition & query questions • 1st line of support for BI users and information consumers • help running a query, • identifying the source of a problem, • understanding data • Creating reports and broadcast • Understand the process areas & how departments function • Understand how system supports the business. • Train users and improve training materials • Functional specs definition • User Acceptance Testing
- 10. emailaddress@asug.com Role Definition Follow @ASUG365 and #ASUG2013 on Twitter • BI Super User: A hands-on reporting analyst and subject matter expert for reporting in a business department. • Accountabilities: 1. Demonstrates an expert knowledge of business metrics and key performance indicators, reports the data behind the reports, and how to read / interpret the data 2. Defines and creates reports, analyzes data, and uses reporting to answer questions regarding business performance; trains end users on reports 3. Works with business leadership and management to understand current and future reporting needs 4. Works proactively with operational super users to understand business processes 5. Collaborates with other BI super users to understand cross-functional reports and share knowledge 6. Works directly with IT on production support issues and new projects related to reporting and analytics; defines functional requirements, writes functional specs; tests all changes
- 11. emailaddress@asug.com Goals Examples Follow @ASUG365 and #ASUG2013 on Twitter • Create/update (Q1) and maintain (on-going) documentation of existing reports in your department • Collaborate with your stakeholders to define the department’s reporting needs, KPI’s, and how they can be delivered (Q1). • Provide timely and effective BI end user support (query, reporting, metrics, BI navigation, etc) as measured by mid-year and year-end “customer” feedback. • Respond to ad-hoc requests for reports and analysis in an agreed-upon timely manner.
- 12. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 13. • Define the set of benefits your company will like to see happen, use brainstorming sessions and invite people from IT, Help Desk, HR and OCM. • Established how these benefits will be measured. • Find a Business Sponsor who can championed the Program. • Ask people within the Organization who should be a BI SU, be careful to not take leftovers. • Have a clear list of what are the roles and responsibilities of the SU and what is your best estimate of the time they will spend on average each month on these tasks. • Keep it Local. emailaddress@asug.com Creating a BI Super User Community Follow @ASUG365 and #ASUG2013 on Twitter
- 14. Respected and Trusted on his current role Strong Communicator Problem Solver Customer Service oriented Training/Presentation skills Curiosity Teamwork Technically savvy. emailaddress@asug.com What to look on BI Super Users Follow @ASUG365 and #ASUG2013 on Twitter
- 15. • If you want the Super User Program to be successful you want the Business to own the initiative. • Use Executives as Sponsors, they will take care of the funding, politics and evangelization of the Program to the rest of the Organization. • IT BI team can facilitate: • resolve most pressing issues • plan enhancements • define the Road Map • provide support • Involve your Data Governance group if possible emailaddress@asug.com BI Governance Program Follow @ASUG365 and #ASUG2013 on Twitter
- 16. • Don’t be afraid to implement a Review Board that will allow Super Users to determine which queries are valid and which can be removed. Established a clean up process that can delete periodically the queries that have been selected for removal. • Let imagination flow, don’t limit what the BI Super Users can do, let them continue to experiment and have the initiative to create new analysis. emailaddress@asug.com BI Governance Program Follow @ASUG365 and #ASUG2013 on Twitter
- 17. •A key to avoid chaos reign in your BI environment is to enforce standards. •You need to have good documentation of what are your naming conventions. •This type of conventions can be enforced by using Authorizations and Maintenance techniques. • Define and communicate your Support Process and work with all levels of the Organization so they can understand it and help you follow it. emailaddress@asug.com Enforce Standards Follow @ASUG365 and #ASUG2013 on Twitter
- 18. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 19. • Let the BI Super users run the show • Listen to what they want, consider what they need • It’s a journey not a destination • Establish a cadence – Schedule lunch & learns, user conferences, newsletter • Encourage BI Super users to present at Lunch & Learns, write tips column, etc, • Involve ECC Super user community • Establish recognition programs. You may even have them vote to recognize for exceptional performance. • Always have backup BI Super Users. emailaddress@asug.com Sustaining a BI Super User Community Follow @ASUG365 and #ASUG2013 on Twitter
- 20. • Put BI super users in the driver seat for documentation • Help them document relevant queries, data models, FAQs, etc. • Measure the program performance by surveying End Users and BI Super Users. • Execute Periodical evaluations of how the initial benefits are being accomplished. emailaddress@asug.com Sustaining a BI Super User Community Follow @ASUG365 and #ASUG2013 on Twitter
- 21. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 22. •As with any other Super User initiative, maintaining a BI SU program requires time and dedication. •BI Super Users have the ability to create their own analysis, in many cases they tend to go overboard and create hundreds of reports, the majority of them redundant and rarely used. This cause great confusion on End Users that will not be able to find the right information. •Performance may be hindered by some of these queries. •In many cases, the results of this Super User queries may not follow the Company definitions. •Not every tool is required but they need to understand what is available and what is its use. emailaddress@asug.com Word of advice… Follow @ASUG365 and #ASUG2013 on Twitter
- 23. •Even the Lone Ranger has Tonto. An excellent Super User will become more successful if it is surrounded by an excellent team. •Is he/she self sufficient? A Super User does not need to know everything but should know where to look for an answer. • Where does the BI Super user resides? If you already have a strong COE program, then the SU should be part of it, but many Organizations don’t have one and still have very successful SU Programs. emailaddress@asug.com Demystifying the Myth Follow @ASUG365 and #ASUG2013 on Twitter
- 24. •The BI Super User program should be owned by the Business. •Keep the dream alive, work with your Organization and the BI SU members to find methods of continuous improvement so the Program can continue the momentum going. •Established and enforce good standards and rules as well as frequent maintenance processes. •Communicate clearly to the whole Organization how the support process will function. •Maintain frequent communication with your BI SU and keep them involved. •Keep track of your end users feedback. emailaddress@asug.com Final Thoughts… Follow @ASUG365 and #ASUG2013 on Twitter
- 25. • CGI Query Catalog emailaddress@asug.com Some examples of communication tools Follow @ASUG365 and #ASUG2013 on Twitter
- 26. • CGI Business Intelligence Web site emailaddress@asug.com Some examples of communication tools Follow @ASUG365 and #ASUG2013 on Twitter
- 27. • BI Monthly Newsletter oledezma@chamberlain.com Some examples of communication tools Follow @ASUG365 and #ASUG2013 on Twitter
- 28. • BI Super User Surveys emailaddress@asug.com Some examples of communication tools Follow @ASUG365 and #ASUG2013 on Twitter
- 29. 1. Problem Statement 2. Formalization of the role 3. Creating a BI Super User Community 4. Sustaining the BI Super User Community 5. Lessons Learned 6. 5 takeaways Agenda emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 30. 1. Formalize Role 2. It’s a Business role 3. Management buy-in 4. IT can facilitate, but the community has to be self-sustaining 5. It’s a journey – you need to be prepared for it 5 Takeaways emailaddress@asug.comFollow @ASUG365 and #ASUG2013 on Twitter
- 31. Thank You
- 32. Follow @ASUG365 and ASUG CEO Bridgette Chambers @BChambersASUG on Twitter to keep up to date with everything at ASUG. Follow the ASUGNews team of Tom Wailgum: @twailgum and Courtney Bjorlin: @cbjorlin for all things SAP.
Editor's Notes
- #10: This section try to explain that Super Users need to be pick based on their personal skills but these are not sufficient to become a successful Super User. The person who is pick for the role of Super user should become even more strong and skilful by belonging and interacting with a strong team of Business and Technical peers. A BI Super User should continue to work on the Business side to maintain his knowledge and understanding of the Processes and Data. A BI Super User should be invited to participate on technical meetings pertaining Data Models, Performance, etc, his input should be considered at all times.
- #11: This section try to explain that Super Users need to be pick based on their personal skills but these are not sufficient to become a successful Super User. The person who is pick for the role of Super user should become even more strong and skilful by belonging and interacting with a strong team of Business and Technical peers. A BI Super User should continue to work on the Business side to maintain his knowledge and understanding of the Processes and Data. A BI Super User should be invited to participate on technical meetings pertaining Data Models, Performance, etc, his input should be considered at all times.
- #12: This section try to explain that Super Users need to be pick based on their personal skills but these are not sufficient to become a successful Super User. The person who is pick for the role of Super user should become even more strong and skilful by belonging and interacting with a strong team of Business and Technical peers. A BI Super User should continue to work on the Business side to maintain his knowledge and understanding of the Processes and Data. A BI Super User should be invited to participate on technical meetings pertaining Data Models, Performance, etc, his input should be considered at all times.