Rapid Implementation of New ESS and

MSS at Coca-Cola North America Group

Hemant Kochhar and Chan Pham
Classified - Internal use

IN THIS SESSION
Learn how Coca-Cola North America Group rapidly
implemented the new Employee and Manager Self
Service for all employees, using the latest Technology
solutions from SAP and Microsoft
Learn how a unified user interface was designed and
the solutions adapted to meet our needs
Walk through examples that illustrate how our choice of
interface technologies affects the way users consume
self-service applications
Step through lessons learned implementing the new
Web Dynpro ABAP based ESS with Microsoft
SharePoint, and the new MSS

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

WHO WE ARE
Coca-Cola North America Group is the North American
operating unit of The Coca-Cola Company, and is
comprised of Coca-Cola Refreshments (CCR), Enabling
Functions and North America Brands
Coca-Cola North America Group operates in the U.S.
and Canada
The Coca-Cola Company has 500+ brands and 3500+
products worldwide
Our products are available in 200+ countries

SOME OF OUR BRANDS

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

SHARED SERVICES VALUE PROPOSITION

Proposition/Analysis

Company
Strategy/Objectives

Shared Services
Delivery

Centralization

Headcount Optimization

Leverage technology
Lower
Transaction
Costs

Industry
Benchmarking
& Insights

Process
Optimization

Service Agreements
Provide best service

Continue to innovate

COMMUNICATIONS AND COLLABORATION

Our business challenge
o We needed a more effective way to collaborate
within and across geographically diverse teams
o We had no robust and integrated enterprise solution
o We had too many partners providing many different
Communications and Collaboration solutions
o We had a lack of governance

TRANSACTIONAL TECHNOLOGY NEEDS

Employee and Manager transactions
o Very Ad Hoc, paper-based/email-based transactions
High cost time and labor, bottlenecks, frustration at
delays
High variation each location had their own twist on
the process, or used a completely different process

Several different technical transactional solutions with

their own self-service solutions
o
o
o
o

SAP ERP HCM used by HR professionals

SAP Procurement used for direct and indirect materials
SAP Finance financial reporting
SAP NetWeaver BW analytical Reporting

VISION
Deliver Competitive Advantage with Shared Services and Technology

Operational
Excellence

2004

Business
Agility

Consolidation
Business Process Optimization
Adoption of Integrated System (SAP)

Service Delivery
Best Business Practices

Establish Shared Services

Adopt Best Practices, Innovate

2007

2013

WHY WE NEEDED AN UNIFIED PLATFORM

Communications and Collaboration
o Team sites, surveys, messaging, videos
Informational content
o Policies, guidelines, reference material
o Executive videos, blogs, communications
Transactional content
o Employee master data
Must be easy to use, intuitive
o Sarbanes-Oxley (SOX) auditable processes for
Compensation
o Managers and employees own their data, keep it
current
o Data is in real-time, always available

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

VISION
Establish self-services and digital communications as a key
enabler to engage employees with the company, drive
effectiveness and efficiency, and improve collaboration and
innovation

OUR THREE GUIDING PRINCIPLES

Understand and align with business and HR vision,
strategy, and objectives
Leverage the use of current technology from our
partners to enable CCNAGs Recruit to Retire processes
to be best in class
Reduce cost and complexity

GOALS
We must deliver the next generation intranet
o On a current technology platform
o Integrated Communications and Collaboration
o Must promote immediate user adoption
Should be visually appealing
Simple and intuitive to use no training needed!
Provide an integrated transactional platform solution
for all self-services
o Must leverage available infrastructure
o Must be a proven and scalable environment

SCOPE
The solution must be available to all employees
o 68,000 employees
o Distributed all over the US, Canada
o The solution must be available wherever there is an
internet connection
o Available via our intranet, or the internet
o Employees can access if they are on the road, at
home, on vacation

OUR TECHNOLOGY ARCHITECTURE

Enterprise Communications and Collaboration
o Microsoft Online toolset
Microsoft SharePoint 2010 Online
Microsoft Exchange Online
Microsoft Lync
Microsoft LiveMeeting

Transactional content
o SAP Employee Self-Services
Web Dynpro ABAP
o SAP Manager Self-Services
HCM Processes and Forms
Web Dynpro

OUR SOLUTION ARCHITECTURE

Microsoft SharePoint 2010 Enterprise Portal
o Hosted in the cloud Microsoft data center
SAP Employee Self-Services
o SAP Web Dynpro ABAP hosted at our data center
SAP Manager Self-Services
o SAP NetWeaver Portal hosted at our data center
HCM Processes and Forms
Web Dynpro
Reports

OUR SOLUTION ARCHITECTURE (cont.)

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

DEMO
CCNAG Enterprise Portal
Employee Self-Services
Manager Self-Services

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

OUR PORTAL ENVIRONMENT

Enterprise Portal Microsoft SharePoint 2010 Online
o What components do we use at CCR?
Public and Private Team sites
Micro-sites
Blogs
Video
Wikis
Surveys
Transactional Portal SAP NetWeaver Portal 7.31
o Employee Self-Services
o Manager Self-Services

OUR TECHNOLOGY
We are on SAP ERP 6.0, Enhancement Pack 6 and HR
Renewal 1.0
Business-critical systems hardware solution
o IBM AIX p-series virtualized application servers
o IBM zSeries mainframes
DB2 on zSeries databases
Reporting/analytics and other non-critical systems
o IBM AIX pSeries virtualized application servers
o DB2 on Linux/Unix/Windows

ESS TECHNOLOGY SAP WDA

SAP ERP 6.0, SAP NetWeaver Portal 7.31
Web Dynpro for ABAP with single sign-on
Embedded inline in SharePoint pages
o Used IFRAME to embed Web Dynpros in SharePoint
o Used the latest SAP Corbu theme for easy
maintenance and upgrade

We implemented Enhancement Pack 5 during the

project, and are now live with EhP 6

MSS TECHNOLOGY SAP NW PORTAL

SAP ERP 6.0, SAP NetWeaver Portal 7.31

Web Dynpro
HCM Processes and Forms
Not embedded in SharePoint pages
We tried to embed via IFRAMES
MSS uses heavy Javascript and formcalc does not
work well in an embedded solution today
SharePoint Links open new windows within SAP
NetWeaver Portal
stylesheets common look and feel

PROJECT TIMELINE

Original ESS and MSS implementation

Utilized Java based Services, with ABAP backend
Started in 2008, completed in 2009

US
Canada
Great Britain
France
Belgium
Netherlands
Luxembourg

Enhancements were difficult to implement

minor changes required several weeks of developer effort

UPGRADE to the new ABAP Web Dynpro

Project Kickoff in Q1 2012
Live for all North America employees in June 2012
Additional tweaks and added functionality in October
2012

PRE-IMPLEMENTATION PLANNING
Confirm scope functionality, geography, languages
Functionality
o What transactions will you enable?
o What reporting and informational content will be
available?
Geography
o Who will use the solution?
o Where will the solution be used?
Languages
o What languages will the solution support?

WHAT TEAM STRUCTURE DID WE USE?

IT Dedicated Self Services team
o ESS/MSS functional lead
o WD ABAP and workflow developers
o SharePoint developer
Infrastructure/Basis/Security
HR part-time team shared with HR Services
o Data Management
o Operations
o Translation and Language Services
o Change Management and Training

USER EXPERIENCE APPROACH

This is critical for user adoption
o We established standards and style guides to implement
a consistent look and feel unified interface
o We developed an Information Architecture scheme to
ensure scalability and long-term adoption
o User friendly and intuitive design
o Consolidated platform to access all internal information
and documentation
Transactional content
Informational content
Policies, guidelines

We formed a User Interface team

o Good graphic design principles
o Usability

SHAREPOINT EMPLOYEE PROFILE

SharePoint My Profile data from Corporate Active
Directory
o Navigable Organization Hierarchy
o Information at a glance
Name
Title
Department
Manager
Assistant
o Contact details
Email
Mobile phone, office phone, fax, pager
Office location, address

CORE EMPLOYEE TRANSACTIONAL SERVICES

My Preferred email address

My Payslip
My HR Profile
My Addresses
My Emergency contact
My Bank Information
My Tax withholdings
My Nickname
Additional Personal Data
My Compensation

ADDITIONAL TRANSACTIONAL SERVICES

Additional Employee Services
o Annual Merit and Incentive Statements
o Time Off / Leave Requests
o Employee Interaction Center Web requests
o Time Statements
o Time Sheets
o My Qualifications and Skills profile

MSS TRANSACTIONS
HCM Processes and Forms
o Voluntary Separation
o Involuntary Separation
o Pay Change
o Promotion/Demotion/Transfer within org
o Promotion/Demotion/Transfer outside org
ABAP Web Dynpro
o My Employee Profiles
o My Employee Profiles (Compensation)
o My Actions
o CCERecruit request send position for recruiting

MSS TRANSACTIONS (cont.)

Web Dynpro
o CATS Approval
o CATS Entry on Behalf of
o Enterprise Compensation Management
Planning
Approvals
Coming soon (in testing)
o Self Service Org Management
o Create/Delete/Maintain positions

MSS REPORTING
Query-based reports
o Time Off Quota
o Address Listing
o Employee Listing
o Important Dates
o My Org Unit Listing
Transactional reports
o Payroll Labor distribution
o Employee Compensation reporting

MSS OUR TYPICAL EXPERIENCE

TEAM COMPOSITION
The following resources are required
o
o
o
o
o
o
o

ESS/MSS Functional analyst

Strong ABAP developer
Portal Administrator
Basis Administrator
Network engineer
SAP ERP HCM Security expert
And dont forget
Testers!!
Must have language proficiency if you operate in
a multi-language environment

TEAM COMPOSITION (cont.)

Connected users
o Company provided laptops/desktops, Knowledge
workers
Production Center/Sales Center/Warehouse employees
o Kiosks
Performed analysis of expected traffic at each
location
1 Kiosk per 100 employees at a location
Designed a confidential environment, local
printer, phone to call HR Services if needed

TEAM COMPOSITION (cont.)

Field employees
o Internet access via any Web connected computer
o Cisco SSL VPN devices provide secure encrypted
access
Browser-based, Secure Sockets Layer Virtual
Private Network
Any WiFi/internet connected location, including
Mobile

TESTING
Must verify that the system can perform under load
o Volume testing
o Utilized SAPs Volume Test Optimization (VTO) service
o Worked with SAP to develop and review appropriate test
cases and test environments
o Performed the following critical tests:
Peak load tests
Confirm that the solution can handle more than
the max expected load
Sustained transaction endurance tests
Confirm that there are no memory leaks/other
problems that can bring the system down over
time

TESTING (cont.)
Developed peak transaction usage profile
o ESS Payslips
Will be used every week
Payslip available Thursdays
All employees in that weeks pay cycle will look at
their payslips (up to 40,000!)
o MSS Labor distribution report
Managers review employee pay weekly
Validate that all employees got paid as expected

TESTING (cont.)
Peak load calculation
o Peak load for SAP Portal
All of our East Business Unit
50% of South Business Unit
All of Canada
Assume that the peak load will be from 11 am to
1 pm EST
31,000 users logging on in 2 hours
o We developed Quick Sizer scenarios to determine
memory and SAP Application Performance Standard
(SAPS) requirements

TESTING (cont.)
Quick Sizer scenarios
o Analyzed transaction profile and usage profile
What will people typically use, what time will
they use it?
o Employees distributed across several U.S. time zones

PEAK LOAD TEST CONCURRENT USER

RAMP UP AND RAMP DOWN
Our Test results

AVERAGE TRANSACTION RESPONSE DURING

PEAK LOAD TEST

UNIX RESOURCE USAGE DURING PEAK LOAD

TEST

ENDURANCE TEST RAMP UP AND RAMP

DOWN

AVERAGE TRANSACTION RESPONSE TIME

ENDURANCE TEST

UNIX RESOURCE USAGE ENDURANCE

TEST

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

TECHNOLOGY
SharePoint and SAP integration
o ESS IFRAMEs worked for us
o MSS SAP Portal more tightly coupled with MSS
o Unable to decouple today without extensive custom
work
o Need to further explore new options

Web Dynpro for ABAP

o Standard Web Dynpros needed some customizing to
meet our unique neds
o Applied simplification guidelines
o Fewer clicks when possible, more data up front
o Personally Identifiable Information (PII) protection
mask SSN, date of birth

TECHNOLOGY (cont.)
HCM Processes and Forms
o Design the solution based on what the technology can do
o Plan for upfront investment in training for team this is
different
o Plan for prototyping preferably before you gather your
business requirements!!
o Plan to write a lot of code if you have unique
requirements
Standard SAP PA service will not work for all
situations
For our implementation, every scenario needed lots
of custom code

TECHNOLOGY (cont.)
HCM Processes and Forms (cont.)
o Response time issues with Adobe
Keep the forms lightweight
o Recommend exploring the new FPM based Web Dynpro
ABAP forms
Eliminate Adobe client needs
Faster response times, more flexibility
o Essential to have a strong team
Workflow developer
ESS/MSS Functional/config lead
Strong ABAP developer
Adobe forms developer
Basis/Portal expert

TECHNOLOGY (cont.)
HCM Processes and Forms (cont.)
o Cost/licensing of Adobe Interactive forms
Make sure you understand your licensing model
(work with your SAP Account manager)
o At first, Adobe and SSL VPN did not play well together!
Adobe transactions did not work at first
We worked with Cisco, SAP, and Adobe to analyze
Issues with certain blocks of JavaScript
The JavaScript was getting blocked by the Cisco
devices
Cisco developers rewrote code on their end
Took several days to get it to work
TCP/IP level debugging!
We used Wireshark and Charles proxy

TECHNOLOGY (cont.)
We engaged SAP to help validate our Portal environment
o As part of Safeguarding services, SAP brought in portal experts
to validate our environment
We ran test scenarios for our environment peak load,
endurance
Made many adjustments
Java Portal server memory adjusted
Java garbage collect understood better how it works
All system activity stops for Java Garbage collect
time taken depends on memory size
Key learning define Multiple server nodes within
each server
Memory sizing on the back-end HR system
To support payslip view, labor distribution report
requirements
Adjusted session memory, timeout parameters

TECHNOLOGY (cont.)
SSL VPN access
o Design the security infrastructure with internet security
experts
We engaged Cisco security experts
Employee information on the internet
Must be secure
Must be encrypted
No PII (No full SSN/SIN, date of birth)
Strong password policies must be enforced
o Engage specialists to perform regular penetration tests
Find and close your weak points before hackers do
Very small investment for peace of mind

TECHNOLOGY (cont.)
SAP environment performance and sizing
o Design the infrastructure based on sizing estimates
We started with the SAP Quick Sizer
Discussed usage profiles with HR business leaders
Countries and time zones
Office and home usage
Determined max possible transactional load
o Engage specialists to help validate volume testing
SAP has a very helpful service
Volume Test Optimization VTO
Helped us find bottlenecks
Provided recommendations and guidance

TECHNOLOGY (cont.)
We faced challenges converting ESS WDJ to WDA
o Not much documentation nor experienced
resources
This added to our delivery timeline
o SAP has no official method of creating custom
theme in ABAP
We used the new Corbu theme
o FPM layout is not yet very flexible
Things like making radio button labels bold,
putting texts between buttons and lining up
elements are difficult and require inventive
solutions

TECHNOLOGY (cont.)
We faced challenges converting ESS WDJ to WDA (cont.)
o Encountered several bugs, requiring OSS messages
to SAP
o Dynamic bizcards were limited to country-filter
we needed multiple sets of bizcards per country
so we had to create multiple configurations

TECHNOLOGY (cont.)
We faced similar challenges converting MSS Adobe
forms to FPM-based forms
o Very little documentation available
o No experience
o Many OSS messages to SAP
o FPM layout is not very flexible
Result expect to roll out new FPM & WDA based MSS
later this year

FUNCTIONALITY
Roll out in phases
o Core transactions first
Need sufficient content to drive interest
Not so much that it overwhelms the team!
o Need detailed informational and policy content
Material must be relevant
Keep it fresh it must be a full-time job

LANGUAGES
Multi-language implementation
o Plan for a lot of time translating and verifying!

ACCESS CONTROL
All our users (68,000) need user IDs!
o Need to mass generate IDs
o Our SAP solution now generates a user ID for every
new hire
Code invoked at time of new hire action
Follows Coca-Cola system naming
convention/namespace
o New hires automatically get provisioned with ESS
and MSS roles for their country
Identity Management solution

TRAINING AND CHANGE MANAGEMENT

Use multiple ways of educating users
o Online training
We delivered online videos and simulations
(using Adobe Captivate) via our SharePoint
Corporate portal
o Site demos
Local live training by site super users
Kiosk training (videos/simulations) available 24/7
o Mass mailings
Informational packets to employees
Screen shots, quick ref guides

WHAT WELL COVER

Introduction who we are
Our strategic business need shared services and
technology
Our design principles and solution architecture
Demo
Our portal environment and technology
Challenges faced and lessons learned
Wrap-up

7 KEY POINTS TO TAKE HOME

Your self-services success depends on your ability to
keep bringing users back to the platform keep it
simple, fresh, and compelling
Have a clear vision and guiding principles that everyone
accepts
Use Employee and Manager Transactions as one part of
a unified enterprise portal environment
Web Dynpro integrates well with Microsoft SharePoint
MSS and HCM Processes and Forms does not (yet!)

7 KEY POINTS TO TAKE HOME (cont.)

If you will support multiple languages in your
environment, plan sufficient time and resources for
development and testing!
Ensure you do peak load testing and endurance testing
of your self-services environment it is your face to
your employees
If you are exposing your solution to the internet,
engage a specialist to design the solution, and a
different expert to perform penetration testing of your
environment before a hacker does!

YOUR TURN!

How to contact us:

Hemant A. Kochhar hkochhar@coca-cola.com
Chan Pham cpham@coca-cola.com
70

THANK YOU FOR PARTICIPATING

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