Client Solutions
Process Documentation
BJC Healthcare
SSE Reduces Challenges to PeopleSoft ERP Application
Deployment With Proper Business Process Documentation
BJC HealthCare is one of the nation’s largest nonprofit health care organizations, delivering services
to residents primarily in the greater St. Louis,
southern Illinois, and mid-Missouri regions. With net
revenue of $3.8 billion, BJC serves urban, suburban,
and rural communities and includes 13 hospitals
and multiple community health locations. BJC has
over 27,000 employees providing inpatient and
outpatient care, primary care, community health
and wellness, workplace health, home health,
community mental health, rehabilitation, long-term
care and hospice.
The Learning Challenge
BJC HealthCare had recently implemented the
PeopleSoft ERP application to manage their Human
Resources functions. Employees that were impacted
by the implementation had prepared for the change
with initial PeopleSoft training and documentation of
new procedures and work processes.
Following the implementation of PeopleSoft, BJC
leadership observed that team members in various
operational support groups were experiencing
challenges in transitioning to new PeopleSoft processes
and performing all activities required for their assigned
job roles. While documentation was available to
support using PeopleSoft functions, there was concern
that the documentation may be inaccurate or
incomplete. In addition, some required PeopleSoft
functionality had not been documented, leaving
employees without adequate resources to support the
performance of required tasks.
In response to the identified concerns, BJC HealthCare
engaged SSE to conduct a series of interviews with key
BJC stakeholders and PeopleSoft Subject Matter
Experts (SMEs) to assess the current state of PeopleSoft
performance support resources.
The primary goals of the assessment were to:

Identify existing PeopleSoft documentation and
training

Determine the status of the current documentation,
including accuracy and completeness

Document of gaps and omissions

Identify gaps in knowledge, skills and abilities in
using PeopleSoft to support operations

Develop best practices for acquiring and sharing PeopleSoft knowledge and skills

Identify potential opportunities for augmenting the
PeopleSoft implementation with enhanced
documentation and training
Continued on back...
SSE Learning Services
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St. Louis, MO 63146
314.439.4700 ~ www.SSElearn.com ~ info@SSEinc.com
The SSE Solution
During the assessment, BJC HealthCare SMEs were
polled as to the most effective strategies for providing
employees with the information and knowledge they
need to successfully perform PeopleSoft and operational processes. Documentation was identified as a critical
component to success.
BJC engaged SSE to enhance all existing PeopleSoft documentation and to develop the required new
documentation that would suffice the employee needs
identified during the assessment. The SSE Instructional
Design Team developed several types of documentation to support the HR Administration, Compensation,
Payroll, and Position Management groups. The deliverables included the following:

Step-by-step procedural documents, with screen
shots

Work flow documents

Quick Reference Guides (QRGs)

Frequently Asked Questions (FAQs)

Tips and Tricks documents

PeopleSoft field and code definition documents

Terminology dictionaries

Self-paced training guides
This information has been changed to protect BJC’s proprietary information
The Results
SSE used a systematic documentation development
process to create standardized documentation templates
that supported a consistent approach to the use of
PeopleSoft by BJC employees. As a result of meeting
with key stakeholders and observing PeopleSoft SMEs to
identify processes and related content, including updates
and issues, SSE developed documentation and training
support for over 70 operational PeopleSoft processes.
The final deliverables were housed on BJC HealthCare’s
SharePoint site, providing operational teams with access
to consistent PeopleSoft processes and procedures in an
easy-to-use, standardized format. This new standardized
documentation created consistency in the application of
PeopleSoft processes across the organization and
decreased operational processing errors.
This information has been changed to protect BJC’s proprietary information
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