Revolutionary Training Technologies that Can Rock Your Business

© 2016 Assima 1

REVOLUTIONARY TRAINING TECHNOLOGIES THAT CAN ROCK YOUR BUSINESS

Matt HoytClient Partner

Dr. Mike LawClinical Assistant Professor

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Examples of Large Systems

What large systems do you use? How do you currently train on them?

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What is the attention span of the average person?

A. As low as 8 SecondsB. 8 MinutesC. 30 MinutesD. 1 Hour

But First…

*Data cited from National Library of Medicine & National Center of Biotechnology Information

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Answer:

A. As low as 8 SecondsB. 8 MinutesC. 30 MinutesD. 1 Hour

But First…

*Data cited from National Library of Medicine & National Center of Biotechnology Information

For reference: a goldfish has an attention span of 9 seconds!

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What you’ll learn…

• New technologies for handling systems implementations & functional upgrades

• Where your ROI can be enhanced through training technologies

• Innovations in performance support and how they can impact your business

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What is driving the need for training and performance support?

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• What kinds of large or complex systems have you implemented in the past?

• What considerations have to be made when choosing a training technology?

• How do you measure success?

Things to Consider…

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• Anyone who has been charged with developing a training solution for a large system rollout knows that there are many constraintsand limitations that you have to overcome along the way prior to the go-live date.

• One challenge is the constant effort to stay in sync with the application development team so learning content and simulations reflect the actual go-live version of the application. • With AGILE development methodologies becoming even more

common, the amount of change to keep up with is enormous.

• Learning development tools need to be just as flexible and adaptable as the ones being used by the application developers.

Achieving Success

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This is how it can feel…look familiar?

Traditional Training Solutions

Traditional training solutions can feel like organized chaos.

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Traditional Training Solutions


The Traditional Solution:Updating / Modifying Content

Scenario: • Adding a button + sanitizing sensitive data

Options:• Recapture content or manually make changes

Risks:• Labor intensive + time consuming• Difficult for changes to match capture• Requires duplicate changes to live training

environment

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How do we get around the pain points of traditional solutions?

The future is…

CLONING!

Revolutionary Training Technology

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What is Cloning?

SINGLE SOURCE

Capture Clone

Automatic Generation of Content

MULTIPLE OUTPUTS

DOCUMENTATIONSYSTEM SIMULATIONS

Virtual sandbox Demo Practice Evaluation Online Help Job Aids Work Instructions Presentations

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Revolutionary Training Solutions


Cloning Solution:Updating / Modifying Content

Scenario: • Adding a button + sanitizing sensitive data• Expanded to Translation

Options:• Re-capture content or manually make changes

Alleviated Risks:• No longer labor intensive + time consuming• Easy for changes to match capture• Live training environment maintaining not applicable

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Development ROI: Traditional vs. Revolutionary

What is being captured and how many capturesare required? Traditional Revolutionary

50 Processes in English 50 5050 Processes, 2 data sets in English 100 5050 Processes, 2 data sets in English & Spanish 200 5050 Processes, 3 data sets in English & Spanish 300 50

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About 70% of what we learn, we learn from doing

70-20-10 enhances individual responsibility: Individuals manage their own learning

This requires relevant information delivered at the moment of need through the most efficient method

10%Formal TrainingEssentials (process, impact), end-user learning journey,business led ILT

20%Informal LearningReading, talking networks,colleagues, Yammer,community of practice

70%On the JobPractice / experience / guidance

KEY POINTS

70-20-10 Model:Get more out of your training

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Can we supplement and gain more value out of what our users learn from formal training by implementing performance support?

• Most people learn how to perform their jobs once they are in their roles after the initial training courses are complete.

• It’s believed that we get about 10% of our learning from formal sources, 20% from the informal and social interactions with co-workers, coaches, mentors, and resources available, and another 70% with on-the-job experience.

• This includes all of the ways in which we solve problems, make decisions, learn new skills, and self-support our way through whatever impasse of knowledge and skills we encounter while in the actual workflow.

• How do we provide a learning and support infrastructure to support all of this?

70-20-10 Model:Get more out of your training

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Learning Transfer Challenge

T I M E T O C O M P E T E N C Y

Concept &Task Mastery

On-the-JobCompetency

T R A I N T R A N S F E R

ContinuousImprovement

Performance Support (PS) InfrastructureS U S T A I N

??

Performance Support (PS) Infrastructure

Used with Permission from Bob Mosher

How do we sustain competency in an ever-changing work environment?

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• The previous slide demonstrates the common dilemma we face when trying to create and maintain a skilled workforce.

• The red curve reflects what we hope to get out of the training. We develop new knowledge and skills and the learners can demonstrate them upon completion of the training.

• But what happens when they go back to the job environment and engage in the workflow?

• Skills that are not used quickly begin to decay overtime as reflected in the downward curve representing learning transfer.

• We want to achieve a continual upward curve demonstrating learning and competency increases over time.


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The Missing Ingredient…?


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Sustaining Competency

T I M E T O C O M P E T E N C Y

Concept &Task Mastery

On-the-JobCompetency

T R A I N T R A N S F E R

ContinuousImprovement

Performance Support (PS) Infrastructure

S U S T A I N

CONTINUOUS IMPROVEMENT IS ENABLED BY PERFORMANCE SUPPORT

Used with Permission from Bob Mosher

Performance Support sustains competence in an ever-changing work environment

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Traditional training solutions can feel like organized chaos.• A performance support infrastructure can fill in the gaps and help

employees continue to sustain continuous improvement and maintain levels of competency.

• Learning will continue to take place through resources provided by your organization, and paired with a strong performance support infrastructure the likelihood that employees are going to self-support their way to maintaining competency is much greater.

• So, why not just support everything instead of providing training?

Sustaining Competency

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Task Frequency/Criticality Support Matrix

Very Critical

NotCritical

Low Frequency High Frequency

Training

Support

Blend

Blend

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• The previous slide demonstrates the key dimensions for consideration when formulating a learning & support strategy.

– It’s important to start with an analysis of the performance context and conditions.

• The lower-left quadrant represents tasks that are both infrequently performed and are of low critical impact if they go wrong.

– For example: filing out a form that you only do once or twice a with no major impact to the business if there are errors.

• At the opposite end of the spectrum are the tasks that are both critical and performed frequently.

– For example: operating a lift truck in a retail store environment is both common and something that can have serious consequences if performed incorrectly or unsafely.

• The vast majority of job roles require knowledge and skills that would benefit from a blend of both training and performance support options.

Task Frequency/Criticality Support Matrix

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Critical Business Factors & KPIs

Metrics & Analytics Tied to Key Performance Indicators:

• Speed to competency for new applications and processes

• Cost avoidance in retraining costs with system updates

• Reduction in Help Desk calls

• Decrease in user errors

• Faster transaction processing for POS

• Increase in Customer Satisfaction

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Traditional training solutions can feel like organized chaos.• One advantage to providing performance support as part of the overall

strategy is that it makes it easier to link your analytics to key performance indicators that the business cares about.

• The important factor in measurement is to establish a baseline up front prior to implementation of these metrics and analytics so that you can compare against the post-intervention results or KPIs.

• For example, if you establish that the number of Help Desk calls rise significantly by a certain percentage following the implementation of a new application then being able to compare the same metric with your usage analytics on the performance support solutions you launched at the same time could allow you to show favorable correlations.

Critical Business Factors & KPIs

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recognizes user; checks roles

and rights

monitors user interactions

analyzes context to guide and intervene

tracksusage and performance

What does Performance Support look like?

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Revolutionary Training Solutions


Performance Support:In-application Guidance

Scenario: • New User performing pay rate process

Assistance Options:• Enterprise-wide content access• Pushed content within application• In-application search• Step-by-step guidance• Error mitigation

Behind the scenes:• Analytics mapping user actions

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Summary

• New technologies for handling systems implementations & functional upgrades can help your business

• Cloning technology provides an efficient, easy way to train your workforce

• ROI can be measured and enhanced through revolutionary training technologies

• Innovations in performance support can impact your business

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Matt [email protected]@MatthewLHoyt

@AssimaPLC

Dr. Mike [email protected]