cstd presentation final
DESCRIPTION
TRANSCRIPT
The Training Lifecycle for Large IT Rollouts
From Project Team to End User: Who needs what and
when
Linda Hills – Director, Education Services, Infor
Mary Beth Kyer – President & CEO, Euphoria Workforce Solutions
Does Training Matter?
* PWC
** Gartner Group
Untrained users cost at least five times more to support than trained users**
Only 2.5 % of global businesses achieve 100 per centIT project success*
Many enterprises underestimate the resources it takes to train users on ERP systems**
55 to 70 % of CRM projects fail to meet their objectives**
Agenda
Who Needs Training The IT Project Lifecycle Where Training Fits in the Lifecycle The Training your Resources Require Lessons Learned
Who Needs Training
Audience Role Need Benefit
Project Team Member
Customize/ Configure the application
Use application, technology, features and functions
Application configured to support your business processes
Power Users Explain your configuration, your business processes
Breadth of expertise knowledge for user support
Part time SMEs, roll-out support
End Users People who do the work
Use the application in their environment
User adoption targets are achieved, ROI realized
Support Desk Team
People who support the users
Use and troubleshoot the application
Smooth roll-out, increase user adoption, solid knowledge base
UpgradeSupportProductionDeployDevelopDesign Initiate
Project Guidelines
Project Planning
Change Mgmt Planning
Discovery
Prototyping
System Build
Create Environments
Transition to Support
Monitor/Assess System
Performance Measurement
Updates/Service Packs
Prioritize Enhancements
Assess, Plan, Test, Deploy
IT Project Lifecycle
Testing
Production Cut-over
Go-Live
Production Environment
UpgradeSupportProductionDeployDevelopDesign Initiate
Training & the IT Project Lifecycle
Project Team Training FunctionalTechnicalPower Users
EUT Build
EUT Build & Deploy
Upgrade Project Team
ReportingSystem AdminReporter WritersSystem AdminSupport
TTT
EUT Delivery
Performance Support
New hires, transfers, etc….
What Project Teams Need
Functional End-to-End training
Configuration Transactions Reporting
Focus on options, +’s and –’s
Level playing field with consultants
Technical Customization Extension System Admin
Project Team members, Power Users, and Support
What Project Teams Need
What should expect from your software vendor:
Training guides written
specifically for training
Learning objectives,
exercises to measure
Final comprehensive
exercises
Diagrams/text/hands-
on/lecture for various
learning styles
What you don’t want:
Focus on keystrokes
vs concepts
User documentation
as training manual
Death by PowerPoint
as a supplement
Demos only
Sources of Project Team Learning
Prerequisite Knowledge
Product Training
Implementation Partners
Documentation
Knowledge Base
A multi-source, holistic approach
What End Users Need
Thorough audience analysis
Role-based training
Focus on processes
Focus on steps/keystrokes
Focus on how it will make their job easier
Realistic data from their roles
What End Users Need: Options
Homegrown manuals (Snag-it & Word)
Recorded Webinars (PPT & Camtasia/Webex)
Interactive Tutorials Assima
Oracle’s User Productivity Kit (UPK)
Captivate
Datango
Lessons Learned
There are no shortcuts to learning
Cutting training $ now costs more later
System not designed to meet business needs
Increased errors
Increased support desk calls
More reliance on consultants
= Diminished ROI
Confusion – skills not acquired
Demoralized employees
Cost of retaking full class
= Diminished ROI
Lessons Learned
Ensure there’s a test database available after training
Send the right people to the right training
Confusion – no prerequisite skills
Boredom
Waste of money
= Diminished ROI
All audiences need to practice
Can forget up to 70% if not immediately applied
Lost time/errors
= Diminished ROI
Lessons Learned
Don’t expect “instant experts” after training
When creating training in-house, set up a training specific database
Ensures data supports learning
Can build cumulative exercises to show relationships
Without it, searching for representative data in class
Confusion, reduced learning
= Diminished ROI
Need time to assimilate new information & apply it
Expect some errors
Avoid “I thought you were trained?”
= Diminished Self-Esteem
Summary Training is mission critical to your IT project
Four audiences to plan for
Project Team & Super Users during Initiate and Design
Support & End Users before Deploy
Project Teams/Super Users /Support need end-to-end training
End Users need business process and steps training
Lessons learned shows that training increases ROI by ensuring system meets your needs and high end-user adoption
Learning is a process, not an event
Links
http://www.oracle.com/applications/tutor/user-productivity-kit.html
http://www.assima.net/
http://www.datango.com/en/index.php
http://www.adobe.com/products/captivate/
http://www.techsmith.com/camtasia.asp
http://www.webex.com