Metrics for Super User Programs

[Former Member]

Does anyone out there have any metrics that they have used successfully to measure the effectiveness of their Super User program? I'm looking for tangible ways to quantify/qualify the business benefits that Super Users drive other than the numerous anecdotal benefits we suspect that they drive.

[Former Member · Accepted solution]

Hi,

Following information might helpyou.

[How to Activate Monitoring of Additional Metrics|https://www.sdn.sap.com/irj/sdn/operations?rid=/webcontent/uuid/d02e85ca-47cb-2a10-e08f-e1c07c1fc6c1]

[SOFTWARE QUALITY METRICS|http://satc.gsfc.nasa.gov/support/oo_tech.PDF]

Assign Points if helpful.

Thanks and Regards,

Naveen Dasari.

[Former Member · Accepted solution]

This response does show some useful system monitoring tools, but the various options still don't seem to cover the types of issues Super Users would historically get involved in. These tools seem to be more applicable to basis type groups.

When I think metrics around Super Users, I think more along the lines of response times to user issues, measuring competence, and providing actual solutions versus passing issues through to the IT organization.

[Former Member · Accepted solution]

Hi,

The super users are by and large the senior management-possibly the DBA could be an exception.Besides, being super users does not mean that they are super specialists in SAP.They enjoy privileged authorizations-that's all.They depend upon others to support them.Some times their dependency on the others could be seen as passing the buck.Thus their role is fuzzy, in sense,the line that separate the dependency and buck pass really blurs.

The yardsticks to judge them include their leadership, quality,decision making,team working,risk propensity,business prudence,large vision etc.Needless to mention these are qualitative.It will be difficult to spell measurable characteristics for these traits.

The metrics are tactical in nature while the above mentioned are strategic.How can we measure the strategic things through a tactical tool?

To assess them there are different appraisal techniques;not all can be parametrized.SAP too inherits this limitation.

My 2%.

Regards.

Ramesh.

[Former Member]

You probably want to expand on it and note, for example, which packages the classes you are connected to are in. Don't just look at the raw numbers, but break it down into things like X classes within my package, Y classes outside my package, or Z classes in this particular package. If you see fan-out between modules in your data model and modules in your UI, that could be an indicator of a problem. You need to dig a little deeper than just the raw numbers.

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[Former Member]

I was trying to find a way of not having to convert units before entering them into the database as well (lazy me Razz) since sometimes units are given in metric, sometimes imperial when I enter them into our database.

And while, 213mm ÷ 25.4 = 8.386", it's evident that 8.375" isn't quite as easy to understand as 8-3/8" either... but I guess ooBase can't store fractions?

Thanks!

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[Former Member]

All,

In addition to the types of metrics already provided, I would recommend going directly to the end users.

A number of questions could be asked such as:

- When you have a question on how to use the system, where do you turn first (super user, manager, help desk, friend, etc.)?

- If you turn to a super user, how often can he/she answer your question immediately?

- If he/she cannot answer your question, where do you turn next (super user follows up, I call the help desk, I take a guess at how to perform the function, nothing gets done, etc.)?

- How valuable is the super user program for you (very valuable, somewhat valuable, not valable, never used it, don't have a super user)?

The questions would need to be targeted to the situation.

If the company has a survey culture (they respond to surveys), a simple survey could be used and then repeated. If the company does not have a survey culture, focus groups or individual interviews could be conducted.

Most super user programs are designed to support the end users, so in addition to other metrics, the end users should be involved in the evaluation.

Caryl Barclay

SAP OCM Principal Consultant

[Former Member]

I realize this is an older post but I am looking for the same thing, Andrew. We have recently revamped our super user program and are looking for ways to present to senior leadership about the value the program and the super user role bring to the company. We would like some measurable metrics to provide objective data about the work being done and to balance that with the more subjective data we can gather through surveys and feedback sessions.

We intend to measure 1) number of issues resolved by super users compared to issues escalated to IT, 2) business issues resolved by super users versus escalated to business leadership ("why do we do it this way" questions, not technical questions), 3) number of defects super users find in testing versus incidents raised after implementation, and 4) number of enhancement ideas raised by super users that are approved and implemented. The thought is that these KPIs will demonstrate to some extent what our super users spend time on in performing the role.

We have only been live with our revamped super user role and program since March this year, so I am working to compile a "state of the program" presentation to senior leaders to give them a sense of how it is going. Over the course of this year we will evaluate if our KPIs are measuring the correct things and thus if the program is providing value.