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SAP Business One
SAP Business One

PUBLIC

SAP Business One Accelerated Implementation Program

Training Guide

Release Family 8.8

August 2011

SAP Business One PUBLIC SAP Business One Accelerated Implementation Program Training Guide Release Family 8.8 August

Table of Contents

  • 1. Introduction 3

  • 2. Project Team Training

4

  • 2.1. Project Success Factor: 4

  • 2.2. Learning Objective: 4

  • 2.3. Plan Training

4

  • 2.4. Deliver Training 4

  • 2.5. Review 5

  • 3. Key User Training

6

  • 3.1. Project Success Factor: 6

  • 3.2. Learning Objective: 6

  • 3.3. 6

Plan Training

  • 3.4. Deliver Training Sessions

7

  • 3.5. Review 8

  • 4. End User and Administrator Training

9

  • 4.1. Project Success Factor: 9

  • 4.2. Learning Objective: 9

  • 4.3. 9

Plan Training

  • 4.4. 10

Develop Training

  • 4.5. Deliver Training Sessions

10

  • 4.6. Evaluate Users 11

  • 5. Guidelines for Successful Training 12

  • 5.1. Tips for Planning Training

12

  • 5.2. Tips for Training Delivery

12

  • 5.3. Tips for Developing Training Content

13

  • 5.4. Learning Retention 13

  • 6. Copyrights, Trademarks, and Disclaimers 14

1. Introduction

Training is a key success factor for an implementation project. In particular, there are three points during the project when customer training should occur:

Audience

Type of Training

When Required

Estimated Time

Project team

Awareness/demo

Business Blueprint phase - before the business

2-3 hours

blueprint workshops

Key users

Hands-on navigation

Project Realization phase

1-2 hours per

(business process

and document entry

– before start of system

business process

owners)

testing

End users and administrators (in

Detailed hands-on use of all functions

Final Preparation phase – before cutover to

Varies by process (see section 4)

production)

required for role

production

This document provides guidelines to help you successfully plan, develop and deliver the required training during an implementation project.

2.

Project Team Training

  • 3. Project Success Factor:

To contribute to the business blueprint definition, the project team needs at a minimum a thorough orientation to the standard processes in SAP Business One.

  • 4. Learning Objective:

The team members can describe the flow of documents in the standard processes, and the effects of each document on stock and/or accounting.

  • 5. Plan Training

Project Preparation

training
training
Plan and develop
Plan and develop

Business Blueprint

Deliver training (before the

business blueprint

 

workshops)

 

Delivery time: 2-3 hours

Realization
Realization
Project Preparation training Plan and develop Business Blueprint Deliver training (before the business blueprint workshops) Delivery

Final Preparation

Final Preparation
  • 1. At the kick-off meeting, schedule the training session with the customer Project Manager. Allow about 2-3 hours for the training session. The training should take place before the Business Blueprint workshops.

  • 2. To ensure that you get the full attention of the team, reserve a dedicated room.

  • 3. Make sure that the project team members can be away from their jobs during this session. SAP recommends that all process area leads attend this training so there is a common understanding of the core processes and how they are integrated in SAP Business One. The customer Project Manager and the bookkeeper must also attend.

  • 4. Create or import some of the customer’s own master data into your demo database (OEC Computers). This will help the team become more comfortable with SAP Business One.

  • 5. Make a list of the key documents that the customer plans to use. This information should have been defined during the sales process.

  • 6. Deliver Training

Deliver the training using detailed demos of the standard processes and documents. Follow the list of documents that the customer intends to use.

Start with Purchasing so you can receive items into stock. Assume that the team understands the business purpose of each document.

Demo each of the applicable purchasing documents. Build the following into your demo:

.1How master data is pulled into documents (drill-down to business partner and item master data)

.2Linking documents for a transaction (Copy to/Copy from) .3Which documents affect stock levels .4Which documents affect accounting values .5Open items list .6Stock (inventory) status report

Demo each of the applicable sales documents. Build the following into your sales demo:

.1Document flow (Copy to/Copy from) .2Drill down to customer master data to show price list and payment terms .3Which documents affect stock levels .4Which documents affect accounting values .5Sales analysis report .6Aging report

Demo other processes that are crucial to the business blueprint (for example, service, production, etc.).

Demo the online help (F1).

Demo each of the applicable sales documents. Build the following into your sales demo: .1Document flow

Important

Make sure any questions raised by the customer team are captured for use in the requirements gathering workshops. Do not get distracted with trying to answer the questions – write them down then move on. Tip: Ask someone else to capture the questions so that you can focus on the demos.

Be prepared for customer comparisons with their legacy system. Capture these remarks for use later in the requirements gathering workshops.

If time permits, encourage at least one member of the team to use your computer. The success of the implementation is increased if users start to use the system early on.

7. Review

Make sure that the team meets the learning objective by asking review questions at the end of the training session. The team should be able to answer basic questions on the key processes, for example:

  • What are the names of the documents you will use in the SAP Business One purchasing process?

  • What are the names of the documents you will use in the SAP Business One sales process?

  • What documents are mandatory?

  • How can you see if a document has any related documents?

  • Which documents affect accounting?

  • Which documents affect stock (inventory) values?

  • What is the difference between Copy To and Copy From?

  • What are some of the sales and purchasing reports provided with SAP Business One?

  • Which module and menu path is used to create a purchase order?

  • Which module and menu path is used to create an A/R invoice?

  • Which documents can be used to receive items into a warehouse?

  • Which documents can be used to release items from a warehouse?

  • What is the difference between customer master data and vendor master data?

  • Which mode does master data open in (Find or Add)?

  • Which mode does a business document open in (Find or Add)?

  • What is the effect of the Enter key when adding a new document or master data record?

  • What is the shortcut key for online help?

8.

Key User Training

9. Project Success Factor:

Key users are responsible for validating a business process. Therefore they need to navigate the SAP Business One system, and add and retrieve documents for a business process.

When key users receive hands-on training, they build confidence in the new system. This helps them develop a sense of ownership well before the system goes live.

8. Key User Training 9. Project Success Factor: Key users are responsible for validating a business

Note

SAP recommends that test scripts are created for system validation testing. Test scripts enforce the completeness of the testing process and serve as project documentation for sign off.

SAP also recommends that the partner and customer together define the success criteria for final user acceptance.

  • 10. Learning Objective:

The key user can add and retrieve documents, and run related reports, in order to validate a specific business process.

  • 11. Plan Training

Project Preparation

Project Preparation

Business Blueprint

Project Preparation Business Blueprint Realization Deliver (before the start of validation testing) Plan and develop training
Realization
Realization

Deliver (before the start of

validation testing)

 

Plan and develop training

Delivery time: 1-2 hours

per business process

 

Final Preparation

Project Preparation Business Blueprint Realization Deliver (before the start of validation testing) Plan and develop training

You should use the customer’s database and master data for the training. Therefore the training cannot start until after you have configured the customer’s system.

  • 1. After the production database is configured, make a copy of the database. This copy can be used for training and for testing.

  • 2. Periodically reload the training database so that it is current with new configuration changes made to the production database.

  • 3. Create user accounts in the training database for each key user. Before each training session assign relevant licenses according to the person’s role. Test to make sure each person can login to the training database and open documents.

8. Key User Training 9. Project Success Factor: Key users are responsible for validating a business

Note

Make sure users can access the training database from their desktop client.

If you upgrade the SAP Business One server to a new patch level, remember to upgrade desktop clients before the training session.

  • 4. Schedule a time slot for the training sessions. Try to focus each session on a specific business process, as show here:

Business Process

Training Time Estimate

Recommended Training Content:

   

Login and UI navigation (menus, cockpit).

SAP References:

Document navigation (Find and Add

Browsing documents and drilling down to

Online help.

Basic Navigation (for all users)

TB1000 Unit 1 Basics (70 minutes)

Getting Started e-learning (52 minutes)

modes, Tab key and Enter key, selection list icon, user shortcut keys, form settings)

related documents or objects

Printing documents.

Export to email, PDF and Excel.

   

Purchasing process flow, Copy to/Copy

Purchasing

1

hour

from, vendor master data, purchasing reports, printing of purchasing documents

Sales

1-2 hours

Sales process flow, Copy to/Copy from, printing of sales documents (print layouts), customer master data, activities, CRM, sales reports

Warehouse/Shipping and

 

Shipping process flow, Pick and Pack (if

Receiving

1

hour

used), packages, printing of shipping documents, reporting

Production

1-2 hours

Production process flow, printing of production documents, reporting

Service

1

hour

Service process flow, printing of service documents, reporting

Accounting/Bookkeeping

1

hour

Financial process flow, printing of financial documents, financial reports

Accounts

   

Payable/Accounts

Receivable

1

hour

(these processes are similar, so training can be combined)

 

Payment process flow, printing of payment documents, reporting, cash flow, aging

  • 12. Deliver Training Sessions

Follow the basic steps to deliver each training session:

  • 1. Present. Show an overview of the process and the documents or functions to be used in the process. Use a slide or write on a whiteboard.

  • 2. Demo. Demonstrate the process in the copy of the production database used for training. If the process is long or complicated, break the demo into segments.

  • 3. Practice. Provide the opportunity for each user to practice the process, using test scripts or practice steps that you have developed. Observe that each user can create the documents necessary for the process.

  • 4. Summarize. Summarize the documents used in the process, along with how the process has affected inventory levels and/or financials.

Note Do not make the training too detailed – this is not full end user training.

Note

Do not make the training too detailed – this is not full end user training. However, it is essential that users get adequate time for hands-on practice so that the user acceptance process goes smoothly.

SAP recommends that test scripts are developed for system testing, and you should use these to give users hands-on practice during the training sessions. If no test scripts are available, you should develop instructions that users can follow to practice. You can optionally adapt the hands-on exercises provided with the TB1000 and TB1100 course materials.

13.

Review

Verify that each person can add and retrieve documents for the process they need to validate.

14.End User and Administrator Training

  • 15. Project Success Factor:

Escalations and other problems can occur if end users are not comfortable with the new system, or if they are not capable of using the system correctly and in the most efficient way.

14.End User and Administrator Training 15. Project Success Factor: Escalations and other problems can occur if

Note

Depending on the contract terms, end user training is sometimes the responsibility of the customer. In this case, you as the partner still have a responsibility to make sure that the training objective is met (see section 4.2). To prevent escalations, you should verify that each user can perform the functions required by their role.

  • 16. Learning Objective:

  • Each licensed end user can use the SAP Business One system to perform their job effectively.

  • The administrator or superuser can provide various support tasks once the system is in production.

    • 17. Plan Training

Project Preparation

Project Preparation

Business Blueprint

Business Blueprint
Realization
Realization
Plan
Plan

Final Preparation

Deliver training (before

go live)

 
Develop training
Develop training

End user training should cover the end-to-end process including add-ons and interfaces to other systems.

  • 1. End users need detailed training in the processes and functions required by their role. Reference the Training Plan by Role worksheet in the AIP materials. This contains a list of roles with suggested training topics and time estimates for each role.

  • 2. Work with the customer project manager to map each user to a role. The Training Plan by Role will provide an estimate of the training time needed for each role.

  • 3. A superuser should be nominated by the customer project manager. The role of a superuser is to support other end users once the system is in production.Therefore the superuser should attend all end user training sessions. The superuser or the IT administrator may also be responsible for adding new users, assigning licenses, and reporting support problems to the partner.

  • 4. Identify the best training approach for each individual user. This may vary according to the user’s background and experience, and other factors such as location:

Individual or small group mentoring best for:

SAP e-learning best for:

Classroom training best for:

Small number of users in a role

Geographically dispersed users

Over 3 users in same role

Users need a high

Self-directed users who

Users who can learn better when

level of guidance

can work independently

they are away from their desks

5.

Schedule training sessions for each role. Group together related roles where the topics overlap to minimize the number of training sessions. Ensure that the users can take time from their jobs for the training. If you encounter any resistance from the customer, position the training as the first step toward go-live.

  • 6. Make a copy of the production database with all final configurations and add-ons. Ensure that user accounts, licenses and authorizations are set.

    • Note

Before each training session, test to make sure that each user can login to the training database and open the menus.

  • 18. Develop Training

    • 1. The Training Plan by Role worksheet suggests the training topics for each role, and provides references to SAP training material that you can use. You may need to create additional training to cover localization-specific topics and custom reports.

      • Note

Add-ons are not included in the sample time estimates. Work with the supplier of the add-on to develop training and time estimates.

  • 2. If you are using the official SAP e-learning or the slides and exercises from the SAP TB1000 and TB1100 courses, you can download these materials from the SAP Business One Education page on the channel partner portal (s-user required). Alternately, you can purchase the Training DVD.

Course

Link to download the SAP Official TB1000 and TB1100 Course Material and Exercises (release

Link to Learning Map for SAP Official e-Learning and Exercises (release 8.8)

8.8)

TB1000

Logistics

TB1100

Accounting

  • 3. Develop work instructions for hands-on practice. If test scripts have been prepared for user acceptance, you can adapt these into end user work instructions that you can use in training. You can also adapt the hands-on exercises provided by SAP (see above).

  • 19. Deliver Training Sessions

Follow the steps to deliver the training for each process:

  • 1. Present. Show any concept slides for the process, or explain the concepts. Try to provide a background or context by relating the process to the customer’s business or the user’s role. You can find sample business scenarios in the TB1000 and TB1100 course material. Explain any concepts that are complex (for example, master data, G/L account determination, Bank Statement Processing, Cost Accounting, valuation methods, print layouts).

  • 2. Demo. Demonstrate the process. If the process is long or complicated, break the demo into segments.

  • 3. Practice. Provide work instructions to each user. During the training session you must verify that each user can successfully perform the functionality, e.g., add a document.

  • 4. Summarize. Summarize each topic you covered.

  • 5. Review: Recap the main points of the process. Ask questions to validate understanding of the process. You can find suitable questions in the TB1000 and TB1100 course material. Some examples are provided here:

    • a. Which document is used to return goods to a vendor a) before an invoice has been posted and b) after an invoice has been posted?

    • b. Which document is used to process goods returned by a customer a) before an invoice has been posted and b) after an invoice has been posted?

    • c. Where does the system get the price for an item to include in a sales order?

    • d. How can you offer discounts to customers across an entire range of items?

    • e. How can you offer a one time discount to a customer on an order?

    • f. Where does the system find how much an item cost the last time you purchase it?

    • g. How can you change the payment terms for a customer?

    • h. How can you prevent new orders being posted in the system so you can close out a period?

  • 20. Evaluate Users

It is important that you verify that each end user can perform the tasks required for the process.

If any end users cannot perform the tasks by the end of the training, you must work with the customer project manager to make a plan for additional training or mentoring.

3. Practice. Provide work instructions to each user. During the training session you must verify that

Important

If users are not trained, this is a big risk, and you should communicate this risk to the customer project manager and recommend that the go-live is delayed until all users are fully trained.

Tip: Give a certificate of completion or an inexpensive gift to each user when they can demonstrate they have mastered the core functions required by their role.

21.Guidelines for Successful Training

The section contains some best practices for developing and delivering training to adults. To make your training successful, follow these tips, ideas and principles.

  • 22. Tips for Planning Training

    • Match each user’s job to a job role. You can find a list of predefined roles in the Training Time Estimator spreadsheet in the AIP materials. Here you will find the recommended training content for each role.

    • Find out as much as possible from the customer project manager about the users. Are they computer literate? Do they have the ability to learn on their own (self-starter) or do they need to have everything explained to them? Are they resistant to change? Which users have already started working with SAP Business One? How much do they already know? This background can help you to streamline the training and determine the best approach for each user: individual mentoring, SAP provided e-learning, or a classroom approach with slides.

    • Work with the customer project manager to select one user as a superuser. The superuser should attend the training for all roles so they can support other users when the system goes live. Ideally the superuser should be computer literate, self-directed as far as learning new topics, well respected by other users, and already familiar with the SAP Business One system.

    • Make the training as brief as possible but include all relevant topics. Adult learners are more interested in short, relevant topics than a broad, concept-based based course. Identify what the users already know. For example, if they already use a credit memo, you do not need to spend time to explain the concept of a credit memo. Focus on what is different in SAP Business One (copying documents, automated journal postings, etc.)

    • Be flexible. Organize the training around the users’ schedule, not yours, and be willing to change the time at short notice.

  • 23. Tips for Training Delivery

    • Introduce each topic with a short scenario that is related to their business. Adults learn faster when they understand the context or big picture. The context helps to integrate new information with their existing knowledge and experience. For example, if you are teaching the purchasing process, you might kick-off with a common scenario from the customer’s business: a product is low in stock or the customer is about to encounter a busy seasonal period for sales.

    • Use the company’s own terminology. Do not use your own terminology, or SAP Business One terminology. For example, the terms “Business Partners” or “Perpetual Inventory” are sometimes not familiar to customers.

    • Get right to the point. Minimize the time spent on describing concepts. Get the users hands-on as soon as possible. When an adult learns new information, it is more likely to stick in memory if they practice it as soon as possible after they learn it. Use the customer’s own master data to make it more relevant.

    • Provide feedback when they do well. Also be sympathetic when they struggle to complete a task. You want each user to feel successful.

    • Make the training interactive. Adults learn when others ask questions.

      • Encourage questions. When a user asks a question, this indicates that the user is paying attention and wants to learn. Give them praise or hand out a small token such as a chocolate (candy) to encourage others to ask questions.

      • Reply to each question and do not make anyone feel stupid for asking a question.

    • Engage their attention by asking questions, such as what to do next when you are showing a demo. Do not let users be passive in class.

    • Do not be offended or frustrated when they make comparisons to their legacy system. Acknowledge the differences, and try to stress the positive aspects of any changes to their job. For instance, many users feel that there are “too many clicks” when they create documents in SAP Business One. Point out the positives, such as the up to date stock information, the default information held for business partners and items, etc.

    • Allow some time for self-directed learning. For example, after a user has added a document, ask them to check stock levels, or accounting levels, to see the effect. Encourage users to reference the online help if they ask a lot of questions that can be easily answered there.

    • Encourage users to help each other. If you have some users who are not comfortable with the new system, pair them with another user so they can work together.

    • Simulate the real world environment. If the business process involves users from different departments, ask each user to complete their part of the process.

    • Summarize the key points at the end of each topic. Review what they have learned and how it is relevant to their job. Ask them review questions.

    • 24. Tips for Developing Training Content

    If you need to create training courses for your customers, SAP provides tools and templates to assist you. You can download these from the SAP Business One education page of the channel partner portal:

    These tools, templates, and checklists walk you through the process of designing and developing training content, writing objectives, and assessing the effectiveness of training.

    • 25. Learning Retention

    Academic research shows that over a period of 3 days, adults remember:

    10% of what they read 20% of what they hear (your presentation of the topic or scenario) 30% of what they see 50% of what they see and hear (your demo) 70% of what they say (answering questions, discussing the effect of a document, etc.) 90% of what they do (hands-on exercises).

    AIP Training Guide

    AIP Training Guide

    26.Copyrights, Trademarks, and Disclaimers

    © Copyright 2011 SAP AG. All rights reserved.

    The current version of the copyrights, trademarks, and disclaimers at http://service.sap.com/smb/sbocustomer/documentation is valid for this document.