These slides introduce the need for a new IT training and performance support ecosystem and the use of new process performance support and training solutions to better manage such change.

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Table of Contents
1. The Need: Why, where and how IT Processes and Tools
need new Transformation & Change Management
Support
2. The Solution: The Skillaware Electronic Process
Performance Support System (EPPSS)
3. The Cases: Skillaware PoCs

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1. The Need: Why, Where and How IT
Processes and Tools need new
Transformation & Change Support means

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Need to
Transform
Cost
Competition
Shift from
fixed to
variable costs
Speed to
Market
Low Cost
Sourcing
Innovation
Market
Access
Demand
Volatility
Globalization
M&A
Transformation Strategy
(Plants, Processes, IT Tools and Workforce Skills) Change AGILITY
(Speed + Flexibility)
Why Transform I.T.?
Mastering new business models & needs
Main Skillaware Focus

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Where Transform MFG I.T.?
Pre and After Sales Service Processes
The Smile Challenge:
To compete in the global marketplaces a new «extended» IT ecosystem must be developed
transforming the «traditional» IT infrastructure concept into a collaborative, orchestrated and
supported workflow ecosystem.
During such transformation an effective change management strategy must include new
approaches and tools to rapidly & massively upskill workforces to new IT processes, tools
and solutions.
Graph Source: The European House – Ambrosetti re-elaboraton on Bruegel data 2014

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Up to date IT infrastructures have often been :
• SILOED, having often hundreds of software
applications installed, extending the gaps of central
Enterprise Resource Planning (ERP) infrastructures
• UNIQUE, having often hundreds of procedures, tasks
and processes redefined every time for single plants
and product lines activations
• UNDER PRESSURE having the need to evolve their
operations towards a standardised and interoperable IT
ecosystem
“New paradigms are needed if Enterprise IT Infrastructures are to keep pace with the
complexity of new company and market needs. IT requires a fundamental rethinking of
business process flows, application architectures, delivery and support models as well as
the required performance measurements.
Source: Manufacturing 2.0: A Fresh Approach to
Integrating Industrial Operations
Simon F Jacobson, Leif Eriksen, Phanney Kim, Gartner Research 2010
From Data Centric Silos to … …to a Demand Driven ecosystem
Tomorrow’s IT Infrastructures will need to:
• Integrate Process & Data within and across departmental
systems, roles and workflows
• Standardise , Orchestrate and Measure IT Processes and
workflows across the whole Organisation
• Train, Develop and Support the human skills of its
workforce during the roll-out and adoption of new IT
processes, tasks and procedures
“According to Gartner's 2013 CIO Survey, nearly one-third of CIOs are also chief process officers,
tasked with driving process transformation programs for their enterprises. 47% of them rank
multi site process standardization as top of their priority list. ”
Source: Business Transformation and Process
Source: Management Key Initiative Overview
Michele Cantara Gartner Research 2013
How to Transform I.T.? 1/3
Towards process driven ecosystems

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From Data Centric Silos to … …to a Demand Driven ecosystem
How to Transform MFG I.T.? 2/3
Managing the agility gap towards change

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“To be”
Ambition
“as is”
Status quo
Project 1
Project 2
Graph Source © 2010 Atos Origin
Leaving no one behind
How to Transform I.T.? 3/3
Towards Continuos & Holistic Process Appraisal &
Improvement
Electronic Processes Excellence

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The Problem
People tend to neglect & forget Processes & Procedures during
large business change management & transformation initiatives
Learning Curves
(Hermann Ebbinghaus, 1885)
• 20 minutes after training you forget
42% of what you were trained
• 24 hours after, 67% is forgotten
• 1 month after 79% is forgotten
At the end of a training process done
with traditional means (classroom,
elearning,…) you retain in average only
21% of what you were trained

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Learning Curves
(Hermann Ebbinghaus, 1885)
Retention is dramatically increased by
delivering knowledge:
• Continuously @ the moment of need and
application of concepts @ the workplace
• Codified & stored in long term memory
along the same pathway the performer
will need it to take decisions in his/her
workflow @ the workplace
The Solution
Adopting Performance Support to IT Tools and Procedures

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1
First Training
2
Additional Training
3
Apply & Recall
4
Decision Taking
5
Manage Change
eLearning
Mobile learning
Classroom
Coaching
Electronic Performance Support Systems
70% AT THE
WORKPLACE
20% During
Coaching
10% in the Training
Room
The 70:20:10 perfect mix
The Five Moments of Learning
What is Performance Support?
Support @ the moment of knowledge «apply»

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Summarising
The importance of Electronic Process Performance Support during business
change and transformation
By adding new systems of innovation increasing Performance Engagement, Guidance &
Support directly @ the workplace during the moment of need & application of new IT
Processes and Procedural Workflows you may accelerate overall business transformation and
change management.

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2. The Solution: The Skillaware Electronic
Process Performance Support System

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If I could only
have someone to
help me..
How do I
Do this?
I need
help!!
Someone told me
this during
training
Your Software Process GPS
Putting People back into the Process Picture™
Intro Video – long versionOnline Intro Video – short version

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The Skillaware LEGO Method™
Workflow Based Learning, Performance Support & Intelligence
The Skillaware L.e.GO! is a 3 step approach to generate the 10:20:70 blended training
mix at the basis of the Skillaware Platform that brings basic learning, exercising and live
support to Software Operators having to master new IT Procedures, Applications &
Tasks related Human Skills (SkillPATHS) during the roll out of large IT systems and
processes.
Learn (10%)
In this step the user performs:
a free text (Google Like) or
structured (SkillPaths) search
to find & recall prerequisite
learning materials for the
relevant Process or Task
he/she has to accomplishL
Exercise (20%)
In this step the user accesses
automatically generated
exercising materials
(Screenflows, made up of
video trailers, sandbox
simulations and technical
documentation) related to
the task and procedural steps
he/she has to master
Go! (70%)
In this step the user
continuosly accesseses live,
context aware, performance
support with an innovative
mechanism named GPS ON
(GO!) guiding the user step
by step in his/her procedural
task, just in time , just enough
and just where needed
E
GO!

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Performance
Monitoring&Reporting
Electronic
Performance
Support
Learning &
Knowledge
Content Management
Distribution & Tracking
Business
Process
Improvement
Software
Task Expert Process
Workflow
Expert
Workforce Community
Skill Editor
Skill Board
Skill PortalSkill Agent
Video Trailer Run time Guide
Technical
Documentation
The Skillaware EPPSS™ Modules
Workflow Based Learning, Performance Support & Intelligence
Skill Analyzer

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BPMN Orchestration, Support & Analysis
Process Orchestrator
Begin End
Begin End
Begin End
Process & Task Repository
Tasks and Processes
Catalogues
Deploy
Manage
Business
Modeler
Business Activty Monitor
Import & Augment
SW Procedures
Expert
Workforce Community
Generate & Mantain
Live Support Agent
BPM CMS
KPI Analyser
Monitor
Business
Analyst
Model
SOP Editor
Report
KPI Reporter
Support & Collaborate
Interoperability Scenario 1/2
Process Modelling & Orchestration
Knowledge & Training supportduring process & tools standardization

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Central Performance
Record Store
3rd Party LMS 3rd Party KMS …….. 3rd part B.I.
User Experience Reporting
course simulation document game
User Experience Tracking
Task
Performance
Data
Time
Value
……
Feedback
Task
Performance
Intelligence
Time
Value
……
Feedback
Advanced Distributed Learning
Interoperability Scenario 2/2
Learning & Performance Analytics
Continuos performance monitoring towards process improvement & appraisal

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1. Create New
Project
2. Launch &
Record SOPs
(Standard Operational
Procedures)
3. Generate XML
«ScreenFlows»
5. Publish Content
To SkillBoard
Server
4. Generate
Multiple Outputs
ScreenFlows :
A. Screens in
each Task
A
B. User/App
Interactions in
each Screen
B
C.Layout
Structure in
each Screen
C
D. Object
Properties,
tooltips & rules
D
Technical
Documentation
(Reference)
Videos
(Learn)
Skillaware GPS
Guides
(Performance Support)
Software Task Expert
using SkillEditorStep 1

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2. Associate
Screenflows to
Processes or
Tasks
1. Import Sample Workflow
to create «SkillPaths»
3. Associate
Other
Contents
4. Enroll Users
Process Workflow
Expert using SkillBoardStep 2

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1. Navigate
SkillPaths or
Search Contents
3. Rate &
Follow Tasks &
Materials
2. Launch
SkillFlows or
Library
Materials
Workforce Community
accessing SkillPortal
Step 3A

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Workforce Community
accessing SkillAgent
Step 3B
1. Context Sensitive
Task filtering
4. Context Sensitive
«GPS like » Guides
2. Context Sensitive
technical
documentation
3. Context Sensitive
Video Learning
Objects
Enter Password

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Process Manager
Step 4 (optional)
learning analytics With analytics

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3. The Cases: The Skillaware PoCs

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The Skillaware PoCs

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Standard Operation Procedures for the Click
Warehouse Management System
Knowledge Transfer
Robert, Novice Click Operator
TASKS
 Login & search drawings
 Physical and account receipt of materials
 Confirmation of materials warehousing
Documenti di Trasporto
(Transport Docs)
Disegni
(Drawings)
Expert User
With User Experience

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Rules
Features
D
Product
variants
A B C
Standard
equipment
Options
Vehicle Configs
Expert User
Transfer Knowledge
TASKS
 Add timeframe to relations
 Adds relations to features
 Adds new features to configuration
Role: Mary. Novice Product Planner
Core Team
member
Creates a Template
Product Planning
member
Configures a Template
Engineering/Manufacturing
member
Approves configuration
Worldwide Product Configurator
Template
Rules
Features
New Model
Standard Operation Procedures for the
Worldwide Product Configurator

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Customer Relationship Management System
Dave,
Novice Account Manager
leadsCREATE LEADS
ACTIVITY
MANAGEMENT
LEAD
QUALIFICATION
customersUPSELLING
opportunitiesQUOTES
CREATE
OPPORTUNITY
ACTIVITY
MANAGEMENT
OPPORTUNITY
MANAGEMENT
CLOSING
OPPORTUNITY
Knowledge Transfer
Continuos ImprovementExpert User
Timing
Quality
Accuracy
Standard Operation Procedures for CRM
With analyticsWithout analytics
View Skillaware+Analytics video online at
http://vimeo.com/114650021
Password: skillaware

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In parallel with Skillaware 1.0 launch due in Q3 2014 sedApta is meeting a set of
shortlisted key accounts presented by its key partners to propose a pre_release
shared POC in order to:
A. Verifiy the Skillaware Lego 10:20:70 Approach
B. Test the Skillaware Replication Software
C. Measure Impact & ROI
We plan to execute each PoC in 3 elapsed months by means of:
1. A couple of meetings to implement 1 or 2 selected IT processes in BPMN to
load them and populate the SKillBoard portal
2. Access to target SW Tool to develop the Skillaware Editor plugin
3. Selection of raw asstes and libarary materials to populate the SKillPortal
4. Coaching of a limited sample of end users to monitor use of SkillPortal and
SkillTab during operations
5. Final presentation to Project Champions & Executives
To be discussed:
A. Possible Interest
B. Possible Start Date
C. Possible Target Process
D. Possible Target SW
Next Steps
Join a Skillaware POC Proposal!

30. Page 30 /31 ©2015 Skillaware. All trademarks Reserved - Patent Pending
Skillaware
Your IT Processes & Tools GPS helping you to:
Define your work force upskilling needs within
your holistic business process improvement
journey
Improve the Business Processes standardization
and reuse culture within your organization
workforce
Rise the awareness of new business processes,
infrastructure and tools within your IT workforce
Deploy Your new generation IT ecosystem with
an embedded workforce upskilling and
performance support capability

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