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Roundtable: Getting the most out of user application adoption

John Tan | May 28, 2012
Monitoring and analysing end-user interactions with the system can yield valuable insight into how best to improve user experience and increase business performance.

SAP/Knoa roundtable attendees
From left: Lim Shao Bin, Alvin Khoo, T.C. Seow, Chong Choong Fee, Verena Siow, Angie Vaux, Duncan Williamson, Tobin Alexander, Arunkumar, Mike Kew, Wee Hin Hong, Natalie Yap, Grace Chong and Tim Tan.

According to research, more than 65 percent of ERP and CRM performance-related issues involve how the user is executing, not how the infrastructure or applications are performing. Thus the need to monitor business-critical applications and to ensure they are performing as designed is crucial in today’s competitive environment.

Enterprises spend huge resources to implement large applications, yet may not drive as much returns from these projects as possible.

The value of a mission critical application is realised only when end-users adopt the application to execute their tasks in an efficient and compliant manner. This requires organisations to go beyond the IT centric measure of application performance and start leveraging end-user perspective to measure the ROI of their IT investments. How can a CIO have comprehensive insight into application usage and performance to make intelligent decisions about where to deploy resources to improve solution performance and effectiveness? How can a business executive have actionable insight to drive the highest possible level of adoption and effective and compliant use of their applications?

To seek some answers, CIOs and senior IT executives gathered at the Tower Club Singapore on 20 March 2012 for the Executive Roundtable discussion organised by CIO Asia. The two-hour roundtable entitled ‘Measure and Enhance User Performance’ was sponsored by SAP and Knoa, and was moderated by T.C. Seow, editor of CIO Asia magazine.

“We are often faced with questions from customers on how they can measure their end- user performance with SAP. They do not have visibility to identify specific application and issues affecting end-user performance. Hence they can’t effectively drive better returns on their investment” Duncan Williamson, Vice President, Head of Education, SAP Asia Pacific & Japan spoke of his encounters.

Delegates shared their experiences with managing end-user training for their SAP applications, and exchanged ideas about how best to manage the complexities and challenges to enable users to get the maximum out of their SAP systems.

Seow kicked off the discussion by asking delegates to share how their users were using SAP. This presented another way of looking at application performances — in addition to scrutinising hardware performances. Although CIOs were interested in how their users were using the applications, there were usually no comprehensive user intelligence available to them.

Alvin Khoo, regional IT director, DSM Nutritional Products, agreed with Seow that there was no systematic way of collecting data on how his users were using the system. “Because my company is present in many countries, the training of employees in remote locations is very important,” he explained. Other delegates echoed Khoo’s sentiments. To help users get the most out of our SAP applications, much time is spent training and retraining them on using the applications,” said Lim Shao Bin, director and deputy head, business transformation and IS group, Sony Electronics. “This is especially the case for new users who are not familiar with SAP software,” he added.


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