Cstd presentation final

Cstd presentation final

• 1.
  The Training Lifecyclefor 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
• 2.
  Does Training Matter? Only 2.5 % of global businesses achieve 100 per cent IT project success* 55 to 70 % of CRM projects fail to meet their objectives** Many enterprises underestimate the resources it takes to train users on ERP systems** Untrained users cost at least five times more to support than trained users** * PWC ** Gartner Group
• 3.
  Agenda WhoNeeds Training The IT Project Lifecycle Where Training Fits in the Lifecycle The Training your Resources Require Lessons Learned
• 4.
  Who Needs Training Audience Role Need Benefit Project Customize/ Use application, Application Configure the technology, configured to Team features and support your application Member functions business processes Power Users Part time Explain your Breadth of SMEs, roll- configuration, expertise out support your business knowledge for processes user support End Users People who Use the User adoption do the work application in targets are their achieved, ROI environment realized Support People who Use and Smooth roll-out, Desk Team support the troubleshoot the increase user users application adoption, solid knowledge base
• 5.
  IT Project Lifecycle Initiate Design Develop Deploy Production Support Upgrade Project Guidelines Discovery System Build Testing Transition to Support Updates/Service Assess, Plan, Test, Packs Deploy Production Monitor/Assess Prioritize Project Planning Prototyping Create Environments Environment System Enhancements Change Mgmt Production Cut-over Performance Planning Measurement Go-Live
• 6.
  Training & theIT Project Lifecycle Initiate Design Develop Deploy Production Support Upgrade Project Team Reporting Training System Admin Upgrade Functional Reporter Writers Project Technical System Admin Team Power Users Support EUT Build EUT TTT Build & Deploy EUT Delivery Performance Support New hires, transfers, etc….
• 7.
  What Project TeamsNeed Project Team members, Power Users, and Support Functional Technical  End-to-End training Customization  Configuration Extension  Transactions System Admin  Reporting  Focus on options, +’s and –’s  Level playing field with consultants
• 8.
  What Project TeamsNeed What should expect from your software vendor: What you don’t want:  Training guides written  Focus on keystrokes vs specifically for training concepts  Learning objectives,  User documentation as exercises to measure training manual  Final comprehensive  Death by PowerPoint as a exercises supplement  Diagrams/text/hands-  Demos only on/lecture for various learning styles
• 9.
  Sources of ProjectTeam Learning Knowledge Base Implementation Partners Documentation Product Training Prerequisite Knowledge A multi-source, holistic approach
• 10.
  What End UsersNeed  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
• 11.
  What End UsersNeed: Options  Homegrown manuals (Snag-it & Word)  Recorded Webinars (PPT & Camtasia/Webex)  Interactive Tutorials  Assima  Oracle’s User Productivity Kit (UPK)  Captivate  Datango
• 12.
  Lessons Learned Cutting training$  System not designed to meet now costs more later business needs  Increased errors  Increased support desk calls  More reliance on consultants = Diminished ROI There are no  Confusion – skills not acquired shortcuts to learning  Demoralized employees  Cost of retaking full class = Diminished ROI
• 13.
  Lessons Learned Send theright people  Confusion – no prerequisite skills to the right training  Boredom  Waste of money = Diminished ROI Ensure there’s a test  All audiences need to practice database available  Can forget up to 70% if not after training immediately applied  Lost time/errors = Diminished ROI
• 14.
  Lessons Learned When creating  Ensures data supports learning training in-house, set  Can build cumulative exercises up a training specific to show relationships database  Without it, searching for representative data in class  Confusion, reduced learning = Diminished ROI Don’t expect “instant  Need time to assimilate new experts” after information & apply it training  Expect some errors  Avoid “I thought you were trained?” = Diminished Self-Esteem
• 15.
  Summary  Training ismission 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
• 16.
  Links http://www.techsmith.com/camtasia.asp http://www.adobe.com/products/captivate/ http://www.oracle.com/applications/tutor/user-productivity-kit.html http://www.assima.net/ http://www.datango.com/en/index.php http://www.webex.com