Case Study

Business Process and Training Support for an Enterprise Integration

Combined Utility in Texas

About Our Client

This client distributes natural gas to 4.5 million homes and businesses in eight states and electricity to more than 2.5 million customers in two states. They have approximately 9,600 employees.

The Situation

After acquiring a smaller combined utility, our client embarked on a multi-year initiative to move them from legacy Oracle systems to SAP across operations, HR, customer service, supply chain, and finance. The acquiring company’s SAP business processes were not consistently or formally documented, so they set out to write their processes and map out business process modifications needed for the acquired company to move to SAP. They also wanted to build training and performance support content to help the workforce transition wholly and smoothly.

Mosaic Offers a Solution

Mosaic partnered with the company to facilitate business process workshops and build training and performance support for acquired employees moving to the new systems, as well as for new hires, employees transitioning to a new position within the organization, and anyone needing refresher training. The scope of work included:

  • Facilitating business process analysis sessions to capture key, high-level business processes and design visual process maps for change management roadshows.
  • Conducting further business process analysis sessions to capture and map 160+ processes granularly across 32 systems and five principal workstreams.
  • Performing hundreds of task analysis sessions with subject-matter experts to identify process tasks and record step-by-step instructions for more than 500 SAP and Service Suite application transactions.
  • Developing “micro” training materials meant for single sitting consumption, including 506 step-by-step job aids, 37 learning design plans, 37 instructor guides, 14 system demonstration videos, and 13 interactive system simulations.
  • Building an interactive performance support portal to house 740+ training artifacts to support integration training delivery, self-directed learning, new hire training, refresher training, and on-the-job support. The portal is searchable by workstream, business process, role, and keyword.
Electric Gas Pipeline