Company Overview

2

Background

Founded: 1981

Structure: Core management team plus approximately 70 consultants and project managers

Focus: Acknowledged leaders in change management, custom training, communication and project staffing

3

ServicesDashe & Thomson helps companies maximize the ROI on their technology investments through user acceptance

User Acceptance

Solutions

Custom Training

eLearning Development

Technical Writing

Process Integration

On-line Help

Instructional Design

Documentation

Communication

Acceptance Testing

Organizational Effectiveness

4

Major Clients

5

Major ProjectsDashe & Thomson has served as lead training partner on some of the world’s largest corporate change initiatives

Client # of Employees TrainedSony Ericsson 2,500RBC Dain Rauscher 10,000The Gap 5,000Medtronic 3,300Ecolab 10,000Ameriprise Financial 1,500Allianz Life 5,0003M 1,000KLA Tencor 2,000

6

User Acceptance is Often the Missing Piece in IT Projects…

7

…But It Is The Most Important Factor for Realizing ROI

70%1%16%

13%

Most Critical Factor for Software Success and ROI

Effective User AdoptionSoftware Functional-ityOrganizational ChangeProcess Alignment

Source: Defining Enterprise “Success,” SandHill.com and Neochange, 2008

8

Confused Workforce Aligned Workforce Trained, competent, productive workforce

Organizational Change ManagementSuccessful change requires an aligned, competent workforce

PersonnelPersonnel

Personnel

PersonnelPersonnelPersonnelPersonnel

PersonnelPerson 2

Per

son

1

Person 1Person

1

PersonnelPersonnel

Personnel

FinanceFieldSales

IT

PurchasingExecutives

Marketing

Design

Operations

9

Organizational Change Management

Structured Interviews

• Key Project Stakeholders

Project Readiness

Survey

• Project Team Members

User Readiness

Survey• End Users

Assessment Approach

10

Organizational Readiness Survey (Example)

Survey participants respond to a web-

based questionnaire

11

High-Level Approach

Measure: Understanding (Head)• I know what needs to happen

Measure: Belief (Heart)• I believe it can happen

Measure: Ability (Hands)• I am able to make it happen

• Stakeholder Communication Plan1

• Cultural Change Plan2

• Training Plan3

Focused plans to address engagement at all required levels

12

Training Approach

Web-Based Training•Brings disparate levels of familiarity to a common baseline

•Articulates project rationale and ROI

•Illustrates process overview•Introduces basic system skills

Instructor-Led Training•Role-based instruction•Complex issues•Problem-solving•Individual coaching•Feedback channel•Introduce “fishing pole” (EPSS)

Electronic Performance Support System (EPSS)•Knowledge on-demand•Role-based or process-based•Easy access to information•Integrated with the system

Dashe & Thomson typically leverages a blended training approach

13

Linking Training Plan to Business CaseClarify project goals and analyze workforce to ensure training efforts enable project benefits

Minimum Acceptability

• Business is not interrupted• Key users can manage work with

minimum heroics• Management perceives

“acceptable” transition

Minimum for Benefits

• All users manage workload – no feeling of frustration with system

• Users rapidly perceive and report benefits (positives not offset by chaotic transition)

World Class • Meet all ROI targets, on time

14

User Adoption Programs (Example)Desired Outcome

Element Delivery Method Topic Duration World-Class Minimum for Benefits Minimum Acceptability

Training

Web Based

Intro to [System] 45 minutes X X X

Log-in and Navigation 30 minutes X X

Basic Queries and Reports 45 minutes X

Business Scenarios 60 minutes X

Instructor-Led (Face to Face or WebEx /

LiveMeeting)

Building queries & reports 1 day X

Advanced [System] Analytics 4 hours X

Business Unit Overview for Managers 1 hour X X X

Support Team Training 4 hours X X

Electronic Process Support System (EPSS)

Data structure mapping On-demand X X X

Glossary On-demand X X X

Links to WBT tutorials On-demand X X X

Communication

Wiki, Online Discussion Groups

Best practices in Data Mapping, How To's, Tips On-demand X X

Email Progress Updates Periodic X X X

Supporting Change Activity (examples)

Line Management Build into performance requirements Periodic X X

Project Team Generated Recognition / incentives Periodic X

15

Recommended Deliverables and Timing (Example)

June OctJuly SeptAug Dec

Go-L

ive

Document ProcessesDevelop Pre-Go-Live Training Content

Write Test Script

Create and Deliver Communication Plan

Pilots

UAT

Deliver Alpha WBT

Revise Training

Develop Online Training (EPSS)

Train the Super-Users

Deliver Final WBT

Readiness Survey

Train the Release Processors

Nov

Practical Training Webinars

16

Why Dashe & Thomson

Engagement Approach: Client-Focused vs. Methodology-Driven.

• Seamless integration with your team• Methods and tools are adaptable to your environment

Project management & productivity. • DasheCentral: web-based tool for deliverable and milestone tracking• DasheWiki: shared wiki site for document and project collaboration

Proven Track Record.• Leader in computer-related training since 1981• Successful engagements with more than 500 corporate clients

Unique Understanding of Enterprise Training.• We bring our collective experience to bear for each client• Leading practices in adult learning employed on every project

17

Thank You

18

What We Produce

Wikis and Social Media

eLearning Online HelpCustom Classroom

Online Process Documentation

Mobile Learning