Supporting thousands of SAP users across multiple countries cannot rest solely with a central technology team. At Fisher & Paykel Healthcare, a global key-user program has created a network of business-based experts who help colleagues navigate SAP, support training and projects, resolve everyday issues and connect local business needs with the central SAP team.

But building a consistent model across a global organisation has required more than identifying knowledgeable users. The role of a key user must operate within different cultures, management structures, employment conditions and expectations. What works in New Zealand may require formal changes to role profiles in Mexico, additional management approval in Japan or different planning approaches across Europe.

In this session, Donna shares how Fisher & Paykel Healthcare has developed and sustained its global SAP key-user community, the practical challenges encountered along the way and how the program has strengthened support for more than 5,000 users. She will explore what it takes to build SAP capability inside the business while maintaining engagement, clarity and consistency across countries.

What You’ll Learn

• How Fisher & Paykel Healthcare structured and scaled its global SAP key-user program
• Where key users sit between the business, local teams and the central SAP function
• How the network supports training, project delivery, adoption and ongoing operations
• How cultural differences, role boundaries and management structures affect the model
• What helps key users remain engaged and effective once the initial program is established
• Lessons for organisations seeking to build greater SAP capability within the business