Grainger, a global industrial supply distribution company with 1,000s of users across 369 branches, 15 distribution centers, and a growing online presence, rolled out SAP’s Enterprise Resource Planning (ERP) system in Mexico and Canada. Because of their geographically dispersed locations, traditional instructor-led training using a full training environment was expensive, complicated and risky. Using an advanced system cloning tool, Grainger was able to create, store and deploy advanced system training with considerably reduced cost compared to a live training environment. They also used Vimago, a state-of-the-art EPSS tool, to rapidly deploy messaging, updates and training materials during go live support and sustainment. Come explore Grainger’s big wins and lessons learned as they navigated from planning to execution.

1. Session 513
How Grainger Moved from Strategy to
Reality with a Multi-National
Performance Support Program
Jeff Merrill, Grainger
Paul O’Keeffe, Accenture
Barry Smith, Assima Inc.
Austin, TX • June 9, 2016

2. Agenda
• Introductions
• Overview of Grainger’s Project
• Readiness for Go-Live
• Go-Live Adoption / Performance Support
• Lessons Learned

3. Introductions

4. Building for the future
to ensure we stay globally
competitive and profitable. Extend the U.S. SAP
system to Mexico
and Canada.
2 countries,
2 cultures,
3 languages
Replace decades old
green screen systems
Two deployments
with multiple
timeline changes
Multiple stops and starts
over the years

5. Project Success
Escaping the Valley of Despair
4-Jan 11-Jan 18-Jan 25-Jan 1-Feb 8-Feb 15-Feb
Sales
We reached the average daily
sales for the month prior to
go-live on the 11th business
day post go-live

6. Training / Readiness Approach
• Classroom training
• No dedicated training environment
• Risk free delivery given multiple locations
• Heavy practice activities
• Multiple outputs for maximum flexibility
– Vignette CBT’s

7. SINGLE SOURCE
Capture Clone
Automatic Generation of Content
MULTIPLE OUTPUTS
DOCUMENTATIONSYSTEM SIMULATIONS
Virtual sandbox Demo Practice Evaluation Online Help Job Aids Work Instructions Presentations

8. Demo

9. User Adoption / Performance Support Approach
• Dedicated Adoption Leads from the business
• In-person support for biggest and riskiest branches
• Must have multiple self-help options
• Trainer sign-off on individual learning curve

10. Four Aspects of Vimago
ANALYZE
ASSISTTRAIN
COLLABORATE
Vimago provides a cloud based,
collaborative, multi-device knowledge
management platform.
COLLABORATE
Personalize & Socialize
The Assima Training Suite’s (ATS)
Cloning Technology provides a highly
realistic, virtual, interactive training
environment.
TRAIN
Realistic Practice
Vimago monitors all usage by end-
users and application activity
supporting detailed analytics.
ANALYZE
Record, Analyze & Advise
Vimago provides an intelligent overlay that
adds information, process guidance and
data quality improvements in real time.
ASSIST
Support,Guide & Reduce Errors

11. How Vimago Assist Works…
recognizes user;
checks roles
and rights
monitors user
interactions
analyzes context to
guide and intervene
tracks
usage and
performance
Jack Hanna

12. Demo

13. Key Wins
Readiness
• First day of training in Canada – with no connectivity
• Training delivery at 20 locations and 35 sessions at
once
Adoption
• Achieved order entry goals on Day 1
• IT asking for EPSS content immediately following go-
live

14. Lessons Learned
Readiness
• Publish simulations once – not per course
• If a decision is taking a long time on the project team, it
will likely require more change management effort for
end users
Adoption
• Cloud-based architecture is easier
• Effective long-term EPSS does require ownership and
effort

15. What from here is relevant to your
project/company?