AGFA HEALTHCARE SAP® Productivity Pak Helps Lower Total Cost of Ownership for Training

Quick facts “With the SAP Productivity Pak applica- Company Why SAP • Name: Agfa HealthCare • Recommendation from consulting partner tion by RWD, we can capture and • Headquarters: Mortsel, Belgium • Single repository for training materials transfer knowledge as well as best • Industry: Healthcare • Single step for content creation • Products and services: IT-enabled clinical • Ability to output training materials in practices to employees or partners workflow and diagnostic imaging solutions multiple formats • Revenue: €1.4 billion wherever and whenever we choose.” • Employees: 5,600 Benefits • Best practices–based training Luc Le Brun, Controller, Business Process • Web site: www.agfa.com • Ability to distribute training materials Optimization, Agfa HealthCare • Implementation partner: Computer Sciences Corporation easily across worldwide organization • Enhanced employee performance Challenges and Opportunities • Less frustration for users, increased • Construct and implement business-critical confidence training program in 2 months for external • Ability to quickly train new employees partner without business knowledge • Lower support costs • Provide users with hard-copy and online • Greater return on SAP software documentation for quick access to help investment • Lower total cost of ownership Objectives Capture corporate knowledge for rapid Existing Environment transfer to employees and partners Mix of manual processes worldwide Third-Party Integration SAP® Solutions and Services • Database: Oracle SAP® Productivity Pak application by RWD • Hardware: Hewlett-Packard, Dell (also known as RWD uPerform) • Operating system: Microsoft Windows

Implementation Highlights • Rapidly rolled out training program • Used only 1 full-time equivalent to prepare training for 50 critical business processes • Involved step-by-step recording of each business process transaction • Involved all users for content creation throughout project

SAP Customer Success Story Education Mortsel, Belgium–based Agfa HealthCare, a member of the SAP Productivity Pak has provided us with a better return on our SAP soft- Agfa-Gevaert Group, had only two months to build a training ware investment and has lowered our program and teach an outsourcing partner in Shanghai how total cost of ownership.” to run the SAP® ERP application. Outsourcing Partner: No Experience in SAP Software

The company met the deadline with the “The SAP Productivity Pak application Strong training is crucial to Agfa for a SAP Productivity Pak application by by RWD enabled us to prepare the number of reasons. “We need state-of- RWD (also known as RWD uPerform). training program and documentation on the-art documentation for internal effi- Agfa used the application to create the a very short timeline,” says Luc Le ciency and to comply with FDA rules instructional content and documenta- Brun, controller for business process and regulations, the Sarbanes-Oxley tion and to train the users, who received optimization at Agfa. “We generated Act, and the Health Insurance Portabili- both hard-copy and Web materials to the training and documentation materi- ty and Accountability Act,” says Le ensure quick and easy access to help. als in multiple formats in a single step. Brun. “Whenever we hire new people All we had to do was run each transac- or rotate others to new jobs, we need The Shanghai outsourcer’s service tion in SAP software – SAP Productivi- to enable them to become top perform- center provides back-office support for ty Pak automatically recorded and doc- ers quickly – as well as reinforce exist- Agfa’s Asia-Pacific finance, controlling, umented each action, along with every ing employees’ ability to maintain excel- and procurement operations. Agfa associated screen, and produced the lence. Additionally, we moved our HealthCare, a leading provider of IT- training materials and practice simula- business unit to a new SAP software enabled clinical workflow and diagnos- tions.” This helped Agfa create a cor- platform, so our staff needed training tic imaging solutions, trained the ser- porate standard for best practices. to master it. The larger objective is to vice center employees in a classroom Says Le Brun, “These training materi- provide end users, at any place and at setting with Microsoft PowerPoint ma- als are based on our standard process- any time, with up-to-date documenta- terials generated via SAP Productivity es and best practices and can be tion to improve performance, reduce Pak. When the users need help, they distributed across our worldwide orga- errors, and lower support costs.” can review Microsoft Word documenta- nization. This enables all employees, tion – also created with the SAP appli- internal or outsourced, to optimally Agfa had created training curricula in cation – over the Web. They are able use the SAP software.” the past, but it was not detailed enough to run simulations of business trans­ to meet the company’s goals for end- actions to fill in gaps in their knowledge That’s a big plus for both personnel and user performance improvement. Also, or to refresh their training. They also the organization. “Employees encoun- the materials were not in a single, con- consult reference cards – again, gener- ter less frustration, work quickly and sistent format; this made it difficult for ated via SAP Productivity Pak – for fin- with more confidence, and feel much end users to access them. Says Le gertip access to information on work better about their jobs,” Le Brun says. Brun, “Like many companies, docu- processes, process flows, policies and “New employees can be quickly menting our business procedures procedures, as well as frequently asked trained. This reduces support costs, had not been a high priority.” questions and tips and tricks. especially for our level-one help desk. “The SAP Productivity Pak application by RWD enabled us to prepare the training program and documentation on a very short timeline.”

Luc Le Brun, Controller, Business Process Optimization, Agfa HealthCare

That all changed when the company Agfa HealthCare worked with the Agfa then used the materials to train engaged an outsourcing partner that process owners and content creators the local users. It printed additional had never used SAP software before. to customize its training requirements materials for offline reference and then “It was crucial that we deliver strong and create test scripts for the business set up the online documentation. After training and follow-up support and process flows. It then went through deployment, Agfa also received and in- documentation,” Le Brun remarks. every transaction, letting SAP corporated feedback from the end users to improve the documentation. “We added documentation requested by “Employees encounter less frustration, work quickly and with more confidence, the outsource partner – for example, and feel much better about their jobs.” customized process flows and country- specific information about tax codes Luc Le Brun, Controller, Business Process Optimization, Agfa HealthCare and payment methods,” Le Brun explains.

Agfa had previously worked with anoth- Productivity Pak record the details. Everyone was pleased – including er vendor to produce training materials SAP Productivity Pak captures and those who constructed the training but was not satisfied with the results. records each step, every click, and program and the actual trainees. Its consulting partner, Computer Sci- every movement in each transaction. “I spoke with a number of people, and ences Corporation (CSC), a leading Says Le Brun, “This makes the training they all found SAP Productivity Pak global consulting, systems integration, and documentation very precise.” to be a very good product,” Le Brun and outsourcing company, recommend- remarks. “Their comments about the ed the SAP Productivity Pak application Business process owners reviewed the software have all been very positive.” by RWD. Says Eefje Van Ranst, staff output and made comments, annota- consultant at CSC, “We set up a dem- tions, and requests for changes. SAP Reusable Training: onstration session and showed Agfa Productivity Pak automatically routes Powering New Rollouts how the application worked. After Agfa documents to the people designated to selected SAP Productivity Pak, we ran review, edit, and approve the training Agfa is now using SAP Productivity Pak a one-day training session.” materials, ensuring stakeholders stay to develop training for the SAP Cus- up-to-date and involved. tomer Relationship Management appli- Transactions: cation. It then plans to roll out SAP Recorded Step-by-Step This stage was completed relatively ERP to a South African business unit, quickly. “Using SAP Productivity Pak, reusing the training program and mate- The first step was to prepare the train- we were able to document 50 crucial rials there. Agfa will also use the curric- ing plan. “Since the users had no business processes, some of them ulum in India, as well as in 19 European knowledge at all of SAP software, we quite complex, in one month. And we countries. And it’s evaluating the use of had to provide extended training,” Le did this with the equivalent of one full- SAP Productivity Pak to produce train- Brun says. “This was not just training time person,” Le Brun says. “These ing for additional work streams – direct in finance, controlling, and procurement processes include the invoice-to-pay export, materials management, sales transactions; we had to give them an cycle, asset creation, intercompany and distribution, and after-sales overall picture of SAP software and reconciliations, and so forth.” support. business processes, then train them to use the software.” www.sap.com/contactsap

“The main benefit of SAP Productivity It also helps Agfa create a living, evolv- Pak is that we can now construct train- ing archive of corporate knowledge. ing programs and documentation very Concludes Le Brun, “With the SAP quickly,” Le Brun says. “In a single Productivity Pak application by RWD, step, we can create Microsoft Word we can capture and transfer knowledge documents and PowerPoint presenta- as well as best practices to employees tions, simulations, whatever we need. or partners wherever and whenever The training is fast and it’s thorough. we choose.” This gives Agfa HealthCare tremen- dous flexibility to execute its business strategies on a global basis.”

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