BITUIN by the Numbers

After almost one year of interacting with the new platforms, users weigh in on the functionality, performance, and usability of the new cloud-based platforms.
This initiative’s goal is to address the process and technical issues that slow down transactions and the productivity of each Lasallian office and its operations.

Last year, the BITUIN Program rolled out ERP and Workflow Applications, namely, Oracle Fusion Financials (FIN), Oracle Fusion Supply Chain Management (SCM), Ramco Human Capital Management (HCM) and ProcessMaker Business Process Management System (BPMS). As a means to measure User Satisfaction for these Applications,
we ran a User Experience Survey from June 7th to 15th 2022. Out of the total base of 1,672 Users, we obtained a 54% respondent rate. We will be releasing this User Experience Survey every quarter to understand areas that we need to address or improve as we endeavor to delight our Users.

Overall Findings

Functions and Features

• After 7-9 months of platform use, Users agreed that the new platforms were secured. However, issues relating to stability and log-in were cited for the Ramco HCM Application (48%). On the other hand, slow performance was highlighted for both the Oracle Fusion Financials (50%) and Oracle Fusion SCM (45%) Applications.
• Ramco HCM Respondents acknowledged that Leave Management (89%) and Overtime Processing (35%) were important to them. In terms of Application functionality, 24% of the Users indicated that the Shift Schedule Management and Overtime Processing Modules were unable to function as expected.
• Supply Chain Users conveyed Procurement (74%) and Requisition (78%) Functionality were essential to their day-to-day activities. However, these were prone to technical issues according to the same respondents.
• System Accessibility was viewed positively by some and negatively by others.
• Certain Users cited that the following processes were tedious and unclear: Creation of Non-Catalog Items and approvals (SCM), Creation of GL Accounts (Finance), and Filing and Approval of Leaves (HCM).

Training

• Users requested for Refresher Training (actual or video-based) and for Support Manuals to enable them to better understand the Applications’ functionality.
• New Users recommended an Onboarding Process to expedite their adaptation to the functions and features of the ERP Applications.

Help Desk and Technical Support

• Some Users indicated that IT Technical Support was quite responsive. However, there were cases when Technical Support was not able to completely resolve certain technical issues.
• Better communication from the Technical Support Team was highlighted as a User Need. In general, Users favored Chat as a Channel to communicate their technical concerns. Less preference was expressed for Technical Support Channels such as the Web Portal (Spiceworks), Email, or Phone.

Next Steps

1. Ensure the availability of training videos and manuals in the ERP Application Landing Pages.
2. Create and roll out an Onboarding Process for New Users.
3. For BPMS Request-for-Payment Users, assess the possibility of creating a Dashboard that shows the Payment Status of their requests.
4. Maintain updated User and Approver Lists for all ERP and BPMS Apps.
5. Revisit HR business requirements and setup configuration in the Ramco Production System (Leaves, Overtime, etc.).
6. Advise Suppliers to submit their invoices through the Oracle Supplier Portal, i.e., refrain from sending through emails.
7. Process all advances that relate to Purchase Orders in Oracle Fusion (not through BPMS).
8. Revisit the process of creating Non-Catalog Items in Oracle Fusion to address current cumbersome process.
9. With Chat chosen as the primary IT Support channel, assign more IT staff to addressing support issues via Chat.
10. Create a Monthly User Forum to address Process, System and Policy concerns.