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