Change Management Challenge: Getting New Users into SAP for the First Time

Mead Johnson Nutrition (MJN) was separating from Bristol Meyer Squib (BMS) into a standalone, global-entity. This project had a zillion moving parts; MJN had to replace everything that BMS had previously delivered to MJN’s 7,000 employees in 33 countries. One of the key changes was new business application environment built on an SAP ERP implementation. SAP was being implemented in waves with staggered Go-Lives based on region.

The Challenge
The last wave of the SAP Implementation was happening in Asia. This was a major concern as SAP was a completely new concept for most employees in the region.

Security was emailing user IDs and temporary passwords to all employees that completed their required training. Employees then would use these temporary passwords the first time they logged in to SAP – and then based on SAP standard processing, be required to change this temporary password to their normal password.

SAP has a “three strikes” concept for logging in. If you do not log in correctly in three attempts the system locks your user ID. Employees would then have to contact the MJN Service Desk to unlock their user ID and get a new temporary password – and then try it again.

Language was also a consideration – the initial login screens in SAP would be in English and many employees would not be able to read the screens.
How to get employees from 10 countries in Asia into SAP successfully?

The Solution
I worked with the Security Team to develop a template they would use to distribute the user IDs and temporary passwords. Besides the user ID and temporary password, the template had the steps employees would follow to enter SAP for the first time.

I also worked with the countries to have the templates translated, then combined the translated version with the English version. Translating technical information can be a challenge – so to give employees the best information possible, I created a combined email template for each country containing both English and the local language.

To make sure the correct template with the correct language was sent to the correct country, I created a packet with uniquely named files and a key covering which template went to which country.

To provide more graphic support – I created a poster showing the screens and the numbered steps people needed to follow to log in correctly. We also prepared this set of images as a table tent. The graphic would not contain the written instructions – just the screen graphics. We tested the concept with Thailand and it worked.

To provide hands-on support, I developed the concept “Tea with SAP” providing all of the information countries would need to host “log in parties” for their countries to support the initial login process.

Based on the communications support, less than 10% of employees reported login issues for Wave 4; a reduction of 20% over earlier waves. This also freed up the Security Team to work on real issues – not login problems.

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