Embed Size (px)
Citation preview
Smooth running:ensure your systems training projects run without a hitch
brightwave.co.uk
Rachel Sefton-Smith – Head of [email protected]
Rachel Sefton-Smith (Seffy)Head of ProductionSystems Training Consultant
Welcome
o What is systems training?
o Challenges
o Laying the groundwork
o The production process
o Questions
Agenda
o Simulations - Show me, Try it, Test me, Role play
• Guided - what to do and why do it
• Supported - feedback if you go wrong
• Scenario led - context / story / personalisation
• Chunked into bitesize logical steps
• Reinforcing best practice / business knowledge
o Other resources – cheat sheets, videos, job aids
o Reusable – system launch, induction, ongoing performance support
What is systems training?
Set each task in context
Demonstrate best practice
Learning-by-doing in a safe but realistic environment
oShow me – demo mode
oTry it – guided practice mode
oTest me – assessed simulation
oRole play – combine soft skills and system application
Can be system focussed or integrated into a wider knowledge / process piece
Let’s see a quick example
Systems simulations
The challenge
System readiness
Tight (squeezed) timeframes
Little time with SMEs
Stakeholder review
Managing change
Detailed planning/preparation
Modular approach
Early stakeholder agreement scope/scripts
Capture as late as possiblePlan for rework
The solution
The groundwork
o Learning and development
o IT / test team
o Stakeholders
o e-learning partner
Roles
Training design to meet learning objectives
……
……
……
……
……
……
……
……
……
....
o Development process
o Tools
o Releases and signoffs
o Deployment
Process Knowledge
……
……
……
……
……
……
……
……
……
....
Knowledge
o System knowledge
o Business process knowledge
o Source content
o Scripts
……
……
……
……
……
……
……
……
……
....
o Development lifecycle
o Realistic data and scenarios
o Data capture
o Dealing with change
System
Project roles
Roles
o Project management – internal team and e-learning partner
o Subject expertise – scope, content, reviews
o Development resource – what can you do in-house?
o Training delivery – facilitators
o Capability and capacity
Your team
It’s all about you!
Understand
owhat and who the project is for
othe learning solution
oyour role in the project
othe process
Be clear about your availability and how much time to set aside
To do list…
1.Define learning objectives2.Complete script briefs3.Take screen grabs4.Review scripts5.Review developed modules and provide feedback6.Sign off module
Roles
o System users – ‘real’ users to sense check best practice
o IT / test team – visibility of development timeline, access to environments, data population
o Marketing and communications – wider business change message
Your allies
Roles
o Engage early through presentations of solution design, demo modules
o Wider stakeholder group for early signoff of design and scope
o Narrow stakeholder group for speedy signoff of module content later
Your stakeholders
Knowledge
The knowledge
o New process, new system
o Established process, new system
o Established process, established system
The knowledge
o Defined best practice? Who decides?
o SMEs – may be combination of different roles
o Source content – user guides, facilitator guides, previous learning, system design specification, flowcharts, test cases
The system
The system
o Timeline – understand / influence development & testing lifecycles – align training development
o 90% stability – visually and functionally
o Data – help provide use cases for testing – ready to screengrab – avoid ‘hacking’
o Practical – getting access – training logins – installing capturing software
o Planning for change – contingency budget
Production process
Data capture and scripting
Testing and deployment
Localisation and
maintenance
o Structuring the learning sessions
o Mapping scope to audience
o Agreeing realistic customer scenarios and data – generic vs role specific
o Planning step-by-step route through each system task
o Preparing for data capture – location, PC, capture tool, file transfer
o Art direction and technical set up
Design and planning
Content integration
Design and planning
Learning session structure
Data capture and scripting
Testing and deployment
Localisation and
maintenance
o Housekeeping – naming / numbering conventions
o Working with SME to capture screen grab for each step of each system task
o Noting any additional behavioural or business messages for reinforcement
o Writing detailed content scripts – review - signoff
o Route depends on system readiness – batching modules
Design and planning
Content integration
Data capture and scripting
System ready
oScope
oPrep
oCapture
oScript *
oBuild
oAlpha
oReview
oFinal
Minimal handoffs
Accurate scripting
Review script with screen
Fewer review cycles
System not ready
oScope
oScript
oReview *
oPrep
oCapture
oAdjust script
oBuild
oAlpha
oReview
oFinal
Makes best use of time
Scripts 80% accurate
Increased review time
Early signoff should reduce alpha to final changes
Data capture and scripting
Testing and deployment
Localisation and
maintenance
o Finalising course structure
o Using the authoring tool to assemble screengrabs, adding instructional layer
o Creating non-systems based screen – intros, summaries, questions
o Publishing the course
o Early review with client
Design and planning
Content integration
Content integration
Data capture and scripting
Localisation and
maintenance
o Testing – script to screen, functionality, flow
o Objectives – does it meet them?
o Pilot sessions, Alpha (Beta) and Final reviews
o Implementing review fixes
o Deployment to LMS - tracking and reporting
Design and planning
Content integration
Testing and deployment
Testing and deployment
Data capture and scripting
o Localisation – translate content, re-capture same processes in localised system
o Maintenance – in house or outsource
o Planning for change - major or minor system changes? To hack or grab? Can you re-populate same data?
o Adding new simulations as functionality becomes available
Design and planning
Content integration
Testing and deployment
Localisation and
maintenance
Localisation and maintenance
What if there’s change?o Aesthetic vs functional changes?
o Minor system changes - does it matter?
o Major system changes?
o To hack (Brightwave could make graphic edits on small scale) or take new screen grabs?
o Can you re-populate same data?
o Can the change be explained on the Summary screen instead?
o Is a Release Note required at Go-Live?
Business impact
Bupa OnePlan
o 15% increase in customer satisfaction with call centre enquiries
o 53% decrease in complaints from previous year
Lloyds Banking Group – PhoneBank Induction
o Accelerated speed to competence - reduction from 20 to 12 training days = £1,200,000 p.a. productivity gain
o Reduced training costs equivalent to £250,000 p.a.
Questions?
brightwave.co.uk
