Putting the “Ready” in Business Readiness Learning Objectives

• Concept and components of Business Readiness• Use the tools and resources to support each component• Plan BR for major rollouts in your organization

Who am I?

Darren NerlandManager Learning and Development

@dnerland#learning3

When things go bad…

• People have long memories and hang on to examples of projects that are executed poorly.

• Costs go up, trust goes down.

• Future projects will be affected.

5 components of Business Readiness

• Vision

• Communications

• Training

• Support

• Documentation

Business Readiness in the Real World

Time

EmotionalIntensity

Dissent

Resistance Acceptance

Commitment

Awareness

Understanding

Acceptance

Commitment

Time to “change” things up a bit!

How can we work differently?

Vision and Impact

Communications

Make your communications highly effective

• Think strategically.

• What are the organizational politics?

• Evaluate and refine.

• Many communication vehicles, one consistent message.

Communication examples

We recognize that this has been a challenging time for many of you and we are working quickly to improve your experience working in the system.

In the meantime, I ask for your continued feedback.

With the capabilities of our new system, we are making progress toward the strategic vision to make informed, timely decisions and to work effectively.

Communication examples

Training

Design training to focus on learning retention

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75%90%

National Training Laboratories in Bethel, Maine

Support

Robust and sustainable support model

• Service desk and/or subject matter experts to help.

• Knowledge base and ticketing systems to track.

• Permanent home for training materials, documentation, and support information.

Documentation

Provide documentation to support learning retention

• Materials and content.

• Complete, cohesive set that complements training materials.

• Centrally located, easy to access, multiple entry points.

Before… After…

Documentation examples

Before…After…

The results of doing it right

• A Clear Vision & Impact Assessment

• Great Communications

• World Class Training

• Superb Documentation

• Ongoing Support

Thank You!

http://www.slideshare.net/dnerland

@dnerland

Appendix

Definitions, Samples, Templates

Business Readiness Core Functions

Stakeholder Management – understand ‘who’ our stakeholders are and be smart about how we communicate with them. Be aware of the difference between a Stakeholder and a subject matter expert.

Communications – develop unique ways to communicate with stakeholders. Need to grab their attention and understand who is engaged and who is not engaged. This integrates with Stakeholder Management.

Organizational Strategy – includes role design and system security alignment based off org assessment. Findings should be captured, documented and shared as ‘Gotchas’, ‘Interesting Artifacts’, ‘Key Learnings’, etc. This should be done simultaneously with other org work.

Impact Assessment – understand how specific stakeholder groups will be impacted. Ensure that fact vs. opinion is made apparent and justified.

Training – should be simplistic and effective. An idea on course design is creating role based and “nugget” courses. Role based is targeted on the top 5 processes that a user must learn. Nugget based is more pre and post Instructor Lead Training (ILT) sessions. It entails the tasks that are easy to learn or not done frequently. Need to prioritize and consider the 80/20 rule.

Performance Support – an area closely related to training. As training is designed, performance support design should be included as well. Make sure all of the right players (e.g. Service Desk) are on board and processes are agreed upon with foundation staff. The heavy production support resource element should be considered from the time of deployment to about 2 months after to ensure things are up and running smoothly.

Deployment – logistics need to be outlined in detail. Support should continue and be planned for after deployment. In order to track metrics properly, deployment tracking processes should be planned during the build and test phases.

Business Readiness – PMO should have a lot of involvement and ownership in this area. Objective and subjective metrics need to be identified and outlined to track if the business is ready for go-live.

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Plan Analyze Design Build Test Deploy

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Communications Plan

Project Portal (External)

New Joiner Packet

Tra

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Communications Plan

Communications Plan (focus on org & role and training)

Communications Plan (focus on deployment)

Post deployment feedback tools

Communications Playbook

Communications Plan (focus on org & role)

As-Is organization and skill assessment

Finalized As-Is organization and skill assessment

Detailed org structure and role impact assessment

Role design

Role-to-business process mapping

To-Be org structure and role design

Finalized org impacts and skills gap analysis

Org transition materials

Role-to-user mapping

HR impacts

Training & Performance Support Blueprint

Skills gap analysis Training & Performance

Support Strategy Determine training

development tools

Training & perf. support design

Training implementation plan

Training standards and procedures

Train on training dev tool

Test training (dry runs)

Train the trainer Schedule training

Deliver training Go-live support Post go-live support

Training & performance supt materials

Training support and maintenance plan

Stakeholder analysis Stakeholder analysis Stakeholder analysis Business readiness

approach Schedule prototype

and gather feedback

Stakeholder analysis

Business readiness measurement tool(s)

Deployment plan

Stakeholder analysis

Business readiness measurement tool(s)

Deployment plan

Stakeholder analysis

Business readiness measurement tool(s)

Deployment plan

Business Readiness Deliverables

Communications Plan

Org transition materials

Role-to-user mapping

HR impacts

Org transition materials

Role-to-user mapping

HR impacts