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Harmonizing high user competence and cost effectiveness

Increasing agility for end users and helpdesk with performance support

How do companies balance user competence and cost effectiveness for training and support? With complexities such as 230,000 employees, 554 locations in 61 countries, 7 corporate languages and ever more IT applications becoming “agile”, Continental AG found an all-in-one solution with tt performance suite to accomplish the task.

 

Utilizing IT applications to  potential

When it comes to managing the constant change of business processes and applications, large corporations tend to be highly dependent on business-critical know-how which is held by Subject Matter Experts and is neither documented nor maintained in a systematic way and often enough hardly accessible by the front-line user. As a result, costly IT applications remain underleveraged, user adoption is low, support and training costs quickly get out of control. Continental AG has been using the documentation and authoring compontent of tt performance suite –the tt knowledge force – since 2007 in the Automotive Division, initially for an SAP implementation project. After 2014, tt knowledge force has become the standard tool by now delivering content to over 50,000 employees worldwide. Jens Bertram is Global Team Lead SAP IT MM/QM in the Tire division at Continental and Application Owner for tt knowledge force.

Support in the “moment of need”

Based on how well tt knowledge force worked for supporting SAP applications, Bertram wondered how he could use it for other IT applications and make it accessible to a larger number of users. He initiated a smart internal marketing campaign with banners, info-points and shortlinks to the internal social network.“Usually I do not advertise IT projects,“adds Bertram. Anyway, ignoring this’rule’ paid off – he acquired a whole network of key users with his approach. Today, over 14,000 documents have been created and updated by more than 800 E-Learning authors – typically the Subject Matter Experts that now have a very useful home for their knowledge and innovative ideas. Authors create content simply by recording the steps it takes to complete a process. The time saving recording technology allowed Continental to create 10 times the content compared to the time before tt knowledge force had been introduced. Also, it allows transferring expertise into digital content with out additional headcount.

“We have Management’s attention!“

The combined efficiency and usability of tt performance suite spread like wildfire. Bertram confirms, “there is no other tool that distributes knowledge as fast and focused as QuickAccess– The super easy access and reach are without any competition.”QuickAccess is a vital component of tt performance suite and makes relevant information available in the actual working context of any specific employee exactly at the moment it is required. Soon the project gained top management attention which made it easy to implement solid application support structures. With more and more employees knowing about tt performance suite, innovative ideas came in big time e.g. “What about integrating links into Quick-Access that allow direct access into the Continental internal wiki, Share-Point, chatbots and other sources of learning, support and knowledge? Why not implement a direct connection to the ticketing system through QuickAccess?” As a result, a whole string of innovations supporting the notion of a “single source of truth” were realized within the project at Continental – and have ultimately become part of the tt performance suite product roadmap.

Performance Support for ERP rollouts and suppliers

By now, QuickAccess is part of the standard desktop installation package at Continental, and more projects managers are asking for their project to join the Performance Support platform. For upcoming ERP rollouts, the company plans to provide training for the local key user only. All other employees will get their support exclusively through the orange on their task bar. They just need to hover over the orange to get immediate access to information whenever they are stuck in the work process. Continental has even implemented an interface to connect their customers to learning content produced by tt performance suite. The next step will be to give suppliers direct access to the Performance Support portal. They will then be able to pick and choose what they want or need to know about Continental’s supply chain processes.