Driving return on investment (ROI) or improving ROI on any system implementation is high on the agenda for any organisation. For many years, we have heard the importance of the interaction between people, processes and technology.
The dilemma that organisations face is that they have very little visibility of the real 'end-user experience', as feedback from end-users is often emotional, non-factual or not measured scientifically, and hence, not very objective.
Optimal results from SAP applications are achieved when the calibrated execution of the combination of people, processes and technology is optimised. There are many excellent products from SAP that help you manage and optimise your SAP applications and the infrastructure on which they run. However, until now, there haven't been any tools that could help you optimise the performance of your end-users.
SAP User Experience Management (UEM) monitors application execution from the perspective of the end-user, and provides precise metrics about the user experience as well as measurements on how people interact with software applications. The software delivers the most accurate metrics possible on the performance of the application, and an unprecedented level of visibility into the real performance of the end-users.
Most CIOs lack insight into the real experiences end-users have with their SAP applications. They don't have good visibility into real response times, application failures, system errors, or even application usage. Without comprehensive and representative data, many discussions about the SAP applications are based on reported user impressions, limited visual observations, and occasional stopwatch timings. This results in extrapolations about the performance of the whole system that are inaccurate and lead to decisions that are not cost-effective and don't deliver business value. If CIOs don't constantly monitor strategic metrics such as system usage and end-user experiences, they are unlikely to be fully in control of the value delivered by their systems.
SAP UEM gives you real metrics that enable you to manage the SAP application. They include:
* Metrics on application response times and system errors, thus monitoring the health of the SAP application from the perspective of the end-user.
* End-user metrics that pinpoint adoption and user proficiency problems that might arise with attrition and new hirings.
* The ability to evaluate the impact of your training effort, an area that is often overlooked through the lack of visibility into real end-user performance and credible metrics.
SAP UEM is the only solution available today that provides a comprehensive, quantitative view of training effectiveness and user proficiency. SAP UEM helps you leverage the training resources to deliver maximum business impact, improve the ROI for specific training initiatives and identify precisely where users need additional training or performance support.
Since the allocation of training resources is based on areas of need, it's often difficult to know whether the training that is conducted prior to a new release of software was effective. It's also very possible that the results from post-training testing are not an indicator of real user proficiency after the new release is deployed.
However, SAP UEM is a great change management tool as it highlights when real performances don't match up with post-training testing. With SAP UEM, you don't have to wait weeks to find out how it's going or rely on surveys or user anecdotes, as it reduces the time needed to obtain accurate user performance data. You know immediately who is using the application and who isn't; and which user errors are being generated by which users or user populations.
SAP UEM can provide some excellent insight to the ongoing knowledge transfer/skills development process and its reports serve as input to content developers who can see where extra knowledge transfer is necessary. Thus, it becomes an input to developing additional context-sensitive user help. It also can help uncover areas where end-users, who do have the proper knowledge and skills for effective execution, are not following the defined processes (perhaps using a “workaround”) because they are not accepting the application's new processes. This is of particular importance in regulated environments.
SAP UEM monitors real end-user experience and captures a complete record of the user experience and behaviours before, during and after SAP transactions. User actions, ecosystem and application errors are all captured in a time-synchronised workflow. End-user support professionals have near real-time visibility into real end-user behaviour that allows them to quickly pinpoint which reported problems are caused by end-users errors.
SAP UEM enables faster resolution of reported problems in the SAP application by eliminating the time-consuming and error-prone process of gathering information from end-users, thus eliminating the need to reproduce the environment and replicate the problem, ie, it provides an accurate record of application execution and user behaviour before, during and after the transaction. Thus, SAP UEM gives you the ability to pinpoint and proactively remedy problems, which impact the efficiency or the effectiveness of the end-user population who are using the application to accomplish specific business goals.
Should you be interested to learn more about the above, please make contact with TWC as Certified and preferred Channel Sales and Implementation Partner of SAP User Experience Management software for Africa and Australia.
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