Leverage the Full Power of Your Documentum Solution The Impact of Custom User Training: A Client Case Study February 2005

Leverage the Full Power of Your Documentum Solution The Impact of Custom User Training: A Client Case Study February 2005

©2005 Daybreak ICS.

PROCESS

+

TECHNOLOGY

SUCCESS


If you invested in a content management solution, wouldn’t you develop the skill set to use and manage it?

Custom Training & Implementation Services


Unlocking The Value

Customized trainingcreates productive users who

leverage their systemand

maximize return on investment.



Putting Training to Work For You

Effective training is often the critical difference between a successful system implementation and one plagued by problems.

1




Well trained users have higher adoption rates, are more satisfied and tend to be evangelists for the system, which further leverages the system and maximizes return on investment.

2




Companies that aren’t seeing their investment in Documentum fully utilized report low user satisfaction rates and log more calls to tech support, increasing costs.

3



What it is…

Training customized to your environment/application

• Addresses your entire solution Create, manage, deliver, archive Capture/author, publishing, records management, etc.

• Covers full spectrum of training needs

• One cohesive training plan across your entire Documentum solution Documentum and any tool attached to it

What it is not… A lower cost version of Documentum technical training

Overview of Service: Custom User Training


Custom Training Case Study:The Project

• The Client: One of the foremost providers of travel and real estate services in the world with 48 independent business units

• Project Background: Implement an enterprise-wide integrated Documentum Content and Records Management system that fully supports the enterprise


Custom Training Case Study:The Project

• Overarching RequirementsLower cost of storage Recovery of records and information

• Cost• Quick/efficient in case of legal need

Avoidance of fines, penalties, and/or judgments

Compliance with global legal standards and contractual obligations


Custom Training Case Study: The Application

• Development Methodology: Iterative across business units with a business process analysis defining business-unit-specific objects, properties, and permission sets

• The Application: Highly customized Webtop with functionality enhancements driven by custom objects and group permissions

• First Implementation: Q1 2005 - Corporate Audit without Records Manager


Custom Training Case Study:The Challenge

• The Training Challenge: Implement a multiphased, cost-effective training program that ensures all corporate and enterprise users are able to effectively utilize the Documentum application in their daily work activities

Project Stakeholders Project Team Business Process Analysis Team Enterprise-wide User Community (20K+)


Custom Training Case Study:The Solution

• Multifaceted approach to trainingApplication knowledge transfer Instructor led custom training development

and delivery• Project onset• Pilot testing• User rollout

Electronic training and continued support tool



• Multifaceted approach to training: knowledge transfer Serve as a project resource for team members

during application development cycleWork closely with application developers during

course development / “pre-alpha” testingGain first-hand knowledge of application, success

metrics, major pain points to incorporate into meaningful training

Train client instructor staff for follow-on delivery of course material



• Multifaceted approach to training: ILTFoundations Training

• Strategic approach to Documentum solution implementation with a focus on best practices

• Overview of core Documentum technology and capabilities as well as the process of defining a custom applicationUnderstand the projectUnderstand the technology and processIntroduce change management



• Multifaceted approach to training: ILTContent management user training: Develop and

deliver a 1 day course that enables CM users to effectively utilize their system through a combination of presentation and hands-on exercises

Content management key user training: Develop and deliver a class for departmental key users focusing on their additional responsibilities of folder creation, permission set assignment, and troubleshooting user problems



• Multifaceted approach to training: Electronic Training and Continued SupportRecords Manager Training Tool: Develop an

online electronic Records Management training tool that can be distributed enterprise-wide for core RM training

Also provides continued employee support for users requiring a refresher


Additional Custom Training Benefits

• Training Development Team Members were able to provide critical input to the requirements and design processes with respect to application functionality and usability.

• CM User Course exercises served as the foundation for system test and represented use cases for user acceptance testing

• By understanding the application and its implementation, the client organization and policies, trainers were able to relate the application directly to the user community and their daily work activities


Successful Training = Client Success

• The goal of any custom application training is to enable users at all levels to rapidly employ and integrate the new application into their daily work activitiesTrain what’s really important!Train what makes them successful;

empower the usersMinimize theory, maximize hands-onFocus on the practical applicationDo it faster and higher quality than

traditional methods, with superior results


"The presentation and quality of content is the best I have ever had...I wish our [other] training had been 10% as good."

“I came to class skeptical about why I was there and left excited about possible applications for Documentum in my organization.”

What Clients are Saying


“During our business analysis, it was clear who had attended the Daybreak ICS training…we were confident the client could effectively participate in the project, within the context of the application."

Rob Richtarek, DeepBridge Content Solutions (now with Ness)

What Partners are Saying


"Daybreak has proven very effective in partnering with us to meet our clients' needs. Their ability to respond and deliver on what they promise is excellent. We look forward to working closely with them to deliver upcoming projects.“

Don McMahan, VP Sales, US and Latin America

Fujitsu Computer Products of America, Imaging Division (now with Visioneer)

What Partners are Saying


We’re Here to Help You

Thank You!

Steven Phillips

Senior Consultant

[email protected]


For More Information

Daybreak Intellectual Capital Solutions, Inc.

www.daybreakICS.com

802.264.4000

Email: [email protected]

Coming in April1st public offering series of Daybreak’s

Foundations training. Watch for announcement.

Documents

Leverage the Full Power of Your Documentum Solution The Impact of Custom User Training: A Client Case Study February 2005