604
Successful Training
Implementation
through a Continuous
Learning Plan
Maria Leggett, Textron Inc.
March 24 – 26, 2010
Orlando, FL

Successful Training
Implementation through a
Continuous Learning Plan
Maria Leggett
Manag...
March 24 – 26, 2010
Orlando, FL

Who’s Been Here?

I used to be able to do this in the old system.
This new system is so f...
March 24 – 26, 2010
Orlando, FL

Session Objectives
In this session, you will learn:
• How to analyze and assess learner f...
March 24 – 26, 2010
Orlando, FL

Determine the Training

Company Confidential

Session 604 – Successful Training Implement...
March 24 – 26, 2010
Orlando, FL

Survey Your Audience

5

Session 604 – Successful Training Implementation through a Conti...
March 24 – 26, 2010
Orlando, FL

Find the Pain Points

6

Session 604 – Successful Training Implementation through a Conti...
March 24 – 26, 2010
Orlando, FL

Delivery Methods

7

Session 604 – Successful Training Implementation through a Continuou...
March 24 – 26, 2010
Orlando, FL

Collect Feedback from the Experts
• Conduct focus group sessions with your business
exper...
March 24 – 26, 2010
Orlando, FL

Training Plan
Prepare a training plan that answers these
questions:
Training Curriculum
A...
March 24 – 26, 2010
Orlando, FL

Training Curriculum
Target Audience
Preferred
Delivery
Important
Functionality
Learning B...
March 24 – 26, 2010
Orlando, FL

Continuous Training Framework
Break training into
small modules that
can be delivered in ...
March 24 – 26, 2010
Orlando, FL

Opportunities for Practice

Provide
opportunities for
real world practice.

12

Session 6...
March 24 – 26, 2010
Orlando, FL

Develop the Training

Company Confidential

Session 604 – Successful Training Implementat...
March 24 – 26, 2010
Orlando, FL

Training Material
Variety of Materials in Different Formats
Training Manuals
Job Aids/Qui...
March 24 – 26, 2010
Orlando, FL

Getting Started Guides
On-boarding document
for new users.

15

Session 604 – Successful ...
March 24 – 26, 2010
Orlando, FL

Show Me Demonstrations

16

Session 604 – Successful Training Implementation through a Co...
March 24 – 26, 2010
Orlando, FL

Quick Tips
1-2 page
document
outlining tips
Great takeaway for
learners who
attend traini...
March 24 – 26, 2010
Orlando, FL

FAQs and Glossary

Glossaries are helpful with
complex terminology.

Provide users 24x7
a...
March 24 – 26, 2010
Orlando, FL

Weekly Quick Tips
Keep training fresh by
sending weekly quick tips
via email.
Use monthly...
March 24 – 26, 2010
Orlando, FL

Embedded Help/EPSS

Provide learners with
JIT in the application.

20

Session 604 – Succ...
March 24 – 26, 2010
Orlando, FL

Training Delivery
Deliver training via different mediums
• Classroom ILT training
• Async...
March 24 – 26, 2010
Orlando, FL

Promote the Training

Company Confidential

Session 604 – Successful Training Implementat...
March 24 – 26, 2010
Orlando, FL

Champion the Learning
• Secure support from key stakeholders within
your organization.
– ...
March 24 – 26, 2010
Orlando, FL

Communicate Changes Early

@
Session 604 – Successful Training Implementation through a C...
March 24 – 26, 2010
Orlando, FL

Communicate and Promote
• Develop an organizational readiness
campaign.
– Gather a team o...
March 24 – 26, 2010
Orlando, FL

Sneak Preview

Preview of the software to prepare users on what they need to learn
26

Se...
March 24 – 26, 2010
Orlando, FL

Promote Training as a Solution

27

Session 604 – Successful Training Implementation thro...
March 24 – 26, 2010
Orlando, FL

Continue the Training

Company Confidential

Session 604 – Successful Training Implementa...
March 24 – 26, 2010
Orlando, FL

Adjunct Support
• Enlist learners to continue the training
momentum by delivering trainin...
March 24 – 26, 2010
Orlando, FL

Instructor Guide

30

Session 604 – Successful Training Implementation through a Continuo...
March 24 – 26, 2010
Orlando, FL

Training Portal

31

Session 604 – Successful Training Implementation through a Continuou...
March 24 – 26, 2010
Orlando, FL

Provide Practice Opportunities

32

Session 604 – Successful Training Implementation thro...
March 24 – 26, 2010
Orlando, FL

Create a Learning Community
Engage learners to learn
from each other.
Start the forum wit...
March 24 – 26, 2010
Orlando, FL

Evaluate and Revise
• Gather Voice of the Customer (VOC)
– Assess the current level of th...
March 24 – 26, 2010
Orlando, FL

TRAINING PLAN

[PROJECT NAME]

Session 604 – Successful Training Implementation through a...
March 24 – 26, 2010
Orlando, FL

TABLE OF CONTENTS
SECTION 1.0  PROJECT OVERVIEW ............................................
March 24 – 26, 2010
Orlando, FL

Section 1.0 Project Overview

Session 604 – Successful Training Implementation through a
...
March 24 – 26, 2010
Orlando, FL

Section 2.0 Business Needs

Session 604 – Successful Training Implementation through a
Co...
March 24 – 26, 2010
Orlando, FL

Section 3.0 Team
3.1

Person(s) / Team members responsible for writing the plan:

Name

3...
March 24 – 26, 2010
Orlando, FL

Section 4.0 Training Curriculum Outline
Training Title

Competency
Addressed

Suggested
T...
March 24 – 26, 2010
Orlando, FL
Section 5.0 Resources and Materials
Training Media
PRINT MANUALS AND JOB AIDS, CBT, EPSS, ...
March 24 – 26, 2010
Orlando, FL
Section 6.0 Delivery Methods
CLASSROOM ILT, ASYNCHRONOUS E-LEARNING, SYNCHRONOUS ONLINE SE...
March 24 – 26, 2010
Orlando, FL

Section 7.0 Evaluation and Measurement
Evaluation
WHAT METHOD OF EVALUATION IS BEING USED...
March 24 – 26, 2010
Orlando, FL
Section 8.0 Training Continuum
Sustainability
HOW OFTEN WILL ASSESSMENTS BE DONE AND THE P...
March 24 – 26, 2010
Orlando, FL

Section 9.0 Revision History
Version

Date

Name

Description

Session 604 – Successful T...
March 24 – 26, 2010
Orlando, FL

TRAINING PLAN

TeamConnect 3.1 Upgrade

Session 604 – Successful Training Implementation ...
March 24 – 26, 2010
Orlando, FL

TABLE OF CONTENTS
SECTION 1.0  PROJECT OVERVIEW ............................................
March 24 – 26, 2010
Orlando, FL

Section 1.0 Project Overview
The TeamConnect application needed to be moved to new and mo...
March 24 – 26, 2010
Orlando, FL
TeamConnect Level of Expertise
•
•
•
•

2% of users consider themselves experts
48% of use...
March 24 – 26, 2010
Orlando, FL

Section 3.0 Team
3.1

Person(s) / Team members responsible for writing the plan:

Name
Ma...
March 24 – 26, 2010
Orlando, FL

Section 4.0 Training Curriculum Outline
Training Title

Competency
addressed

Suggested
T...
March 24 – 26, 2010
Orlando, FL
Training Title

Competency
addressed

TeamConnect IP Working with
Records
Records

TeamCon...
March 24 – 26, 2010
Orlando, FL
Training Title

TeamConnect
Invoices

TeamConnect
Documents

Competency
addressed
Working ...
March 24 – 26, 2010
Orlando, FL
Training Title

TeamConnect
Budgets and
Reserves

Competency
addressed
Working with
Budget...
March 24 – 26, 2010
Orlando, FL
Section 5.0 Resources and Materials
Training Media
The training materials will consist of:...
March 24 – 26, 2010
Orlando, FL
Section 6.0 Delivery Methods
Based on the audience needs assessment, instructor-led traini...
March 24 – 26, 2010
Orlando, FL
Section 7.0 Evaluation and Measurement
Evaluation
All evaluations will be delivered and tr...
March 24 – 26, 2010
Orlando, FL
Section 8.0 Training Continuum
Sustainability
A follow-up VOC survey will be conducted 1 m...
March 24 – 26, 2010
Orlando, FL
Section 9.0 Revision History
Version

Date

Name

Description

Session 604 – Successful Tr...
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Transcript of "Successful Training Implementation through Continuous Learning"

  1. 1. 604 Successful Training Implementation through a Continuous Learning Plan Maria Leggett, Textron Inc.
  2. 2. March 24 – 26, 2010 Orlando, FL Successful Training Implementation through a Continuous Learning Plan Maria Leggett Manager, Legal Business Analysis Company Confidential Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 1 Page 1
  3. 3. March 24 – 26, 2010 Orlando, FL Who’s Been Here? I used to be able to do this in the old system. This new system is so frustrating. It’s so complicated.. I don’t have time to learn something new. I was told that I have to take this training. 2 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 2
  4. 4. March 24 – 26, 2010 Orlando, FL Session Objectives In this session, you will learn: • How to analyze and assess learner feedback • The components of a continuous learning training strategy to develop a training plan • Strategies to keep training relevant and continuous by providing just-in-time learning to users • Various techniques and tools to deliver training via a variety of mediums 3 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 3
  5. 5. March 24 – 26, 2010 Orlando, FL Determine the Training Company Confidential Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 4 Page 4
  6. 6. March 24 – 26, 2010 Orlando, FL Survey Your Audience 5 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 5
  7. 7. March 24 – 26, 2010 Orlando, FL Find the Pain Points 6 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 6
  8. 8. March 24 – 26, 2010 Orlando, FL Delivery Methods 7 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 7
  9. 9. March 24 – 26, 2010 Orlando, FL Collect Feedback from the Experts • Conduct focus group sessions with your business experts. Ask them how they envision the training. • Create a Steering Committee of business experts and ask them to review the training plan, training materials. 8 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 8
  10. 10. March 24 – 26, 2010 Orlando, FL Training Plan Prepare a training plan that answers these questions: Training Curriculum Audience Needs Assessment Resources and Materials Delivery Methods Evaluation and Measurement Training Continuum Handout: Training Plan Template 9 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 9
  11. 11. March 24 – 26, 2010 Orlando, FL Training Curriculum Target Audience Preferred Delivery Important Functionality Learning Blocks System Features Competencies 10 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 10
  12. 12. March 24 – 26, 2010 Orlando, FL Continuous Training Framework Break training into small modules that can be delivered in 1 to 2 hour sessions. 11 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 11
  13. 13. March 24 – 26, 2010 Orlando, FL Opportunities for Practice Provide opportunities for real world practice. 12 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 12
  14. 14. March 24 – 26, 2010 Orlando, FL Develop the Training Company Confidential Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 13 Page 13
  15. 15. March 24 – 26, 2010 Orlando, FL Training Material Variety of Materials in Different Formats Training Manuals Job Aids/Quick Guides Getting Started Guides Show Me Demonstrations Frequently Asked Questions Glossary Weekly Tips Embedded Help/EPSS Monthly Newsletters 14 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 14
  16. 16. March 24 – 26, 2010 Orlando, FL Getting Started Guides On-boarding document for new users. 15 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 15
  17. 17. March 24 – 26, 2010 Orlando, FL Show Me Demonstrations 16 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 16
  18. 18. March 24 – 26, 2010 Orlando, FL Quick Tips 1-2 page document outlining tips Great takeaway for learners who attend training or participate in a survey. Point out tips and tricks that even experienced users may not know. 17 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 17
  19. 19. March 24 – 26, 2010 Orlando, FL FAQs and Glossary Glossaries are helpful with complex terminology. Provide users 24x7 access to frequently asked questions. 18 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 18
  20. 20. March 24 – 26, 2010 Orlando, FL Weekly Quick Tips Keep training fresh by sending weekly quick tips via email. Use monthly newsletter as a larger forum to discuss several topics. Post newsletters to a SharePoint or Web site for future reference. 19 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 19
  21. 21. March 24 – 26, 2010 Orlando, FL Embedded Help/EPSS Provide learners with JIT in the application. 20 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 20
  22. 22. March 24 – 26, 2010 Orlando, FL Training Delivery Deliver training via different mediums • Classroom ILT training • Asynchronous e-Learning • Synchronous ILT training via collaboration tools • On the Job Training/Mentoring • Video/Phone Conferences • Mobile Applications 21 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 21
  23. 23. March 24 – 26, 2010 Orlando, FL Promote the Training Company Confidential Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 22 Page 22
  24. 24. March 24 – 26, 2010 Orlando, FL Champion the Learning • Secure support from key stakeholders within your organization. – Recruit your champions to promote the learning via meetings or emails. – Share training value with management and ask them to share with their direct reports. 23 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 23
  25. 25. March 24 – 26, 2010 Orlando, FL Communicate Changes Early @ Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 24 Page 24
  26. 26. March 24 – 26, 2010 Orlando, FL Communicate and Promote • Develop an organizational readiness campaign. – Gather a team or representatives (power users, managers, anyone with who has a pulse for what the learners need) and engage them in the User Acceptance Testing. – Recruit successful learners in a department or business unit to be the subject of a case study distributed to all learners. 25 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 25
  27. 27. March 24 – 26, 2010 Orlando, FL Sneak Preview Preview of the software to prepare users on what they need to learn 26 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 26
  28. 28. March 24 – 26, 2010 Orlando, FL Promote Training as a Solution 27 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 27
  29. 29. March 24 – 26, 2010 Orlando, FL Continue the Training Company Confidential Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. 28 Page 28
  30. 30. March 24 – 26, 2010 Orlando, FL Adjunct Support • Enlist learners to continue the training momentum by delivering training to their department or business unit. – Deliver Train-the-Trainer sessions to keep training consistent. – Provide them with proper materials – finalized training presentations and instructor guides. – Follow up with your adjunct support to ensure materials get feedback. 29 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 29
  31. 31. March 24 – 26, 2010 Orlando, FL Instructor Guide 30 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 30
  32. 32. March 24 – 26, 2010 Orlando, FL Training Portal 31 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 31
  33. 33. March 24 – 26, 2010 Orlando, FL Provide Practice Opportunities 32 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 32
  34. 34. March 24 – 26, 2010 Orlando, FL Create a Learning Community Engage learners to learn from each other. Start the forum with a tip and allow users to share feedback and tips. 33 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 33
  35. 35. March 24 – 26, 2010 Orlando, FL Evaluate and Revise • Gather Voice of the Customer (VOC) – Assess the current level of the learners and define additional follow up training at scheduled times after the initial launch. – Conduct Level 1 – 4 evaluations. – Talk to Managers, Steering Committee Members, and Stakeholders. 34 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 34
  36. 36. March 24 – 26, 2010 Orlando, FL TRAINING PLAN [PROJECT NAME] Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 1
  37. 37. March 24 – 26, 2010 Orlando, FL TABLE OF CONTENTS SECTION 1.0  PROJECT OVERVIEW ............................................................................................. 3  SECTION 2.0  BUSINESS NEEDS ..................................................................................................... 4  SECTION 3.0 TEAM.......................................................................................................................... 5  3.1  PERSON(S) / TEAM MEMBERS THAT ARE RESPONSIBLE FOR WRITING THE PLAN: .............................. 5  3.2  SPONSORS OF THE PLAN:.............................................................................................................. 5  3.3  KEY DEPARTMENTS / STAFF INVOLVED OR AFFECTED BY THE PLAN: .............................................. 5  SECTION 4.0  TRAINING CURRICULUM OUTLINE.................................................................... 6  SECTION 5.0  OTHER CONSIDERATIONS .................................................................................... 8  SECTION 6.0 REVISION HISTORY.............................................................................................. 11  Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 2
  38. 38. March 24 – 26, 2010 Orlando, FL Section 1.0 Project Overview Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 3
  39. 39. March 24 – 26, 2010 Orlando, FL Section 2.0 Business Needs Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 4
  40. 40. March 24 – 26, 2010 Orlando, FL Section 3.0 Team 3.1 Person(s) / Team members responsible for writing the plan: Name 3.2 Email address Sponsors of the plan: Name 3.3 Phone Number Email address Phone Number Key departments / staff involved or affected by the plan: Department Function # Staff Impacted Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 5
  41. 41. March 24 – 26, 2010 Orlando, FL Section 4.0 Training Curriculum Outline Training Title Competency Addressed Suggested Target Audience High Level Agenda Delivery Method Items and Availability Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Priority Page 6
  42. 42. March 24 – 26, 2010 Orlando, FL Section 5.0 Resources and Materials Training Media PRINT MANUALS AND JOB AIDS, CBT, EPSS, FREQUENTLY ASKED QUESTIONS, BLOG, WIKI, DISCUSSION BOARD, ONLINE HELP Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 7
  43. 43. March 24 – 26, 2010 Orlando, FL Section 6.0 Delivery Methods CLASSROOM ILT, ASYNCHRONOUS E-LEARNING, SYNCHRONOUS ONLINE SESSION, OJT, VIDEO OR PHONE CONFERENCE, MOBILE LEARNING Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 8
  44. 44. March 24 – 26, 2010 Orlando, FL Section 7.0 Evaluation and Measurement Evaluation WHAT METHOD OF EVALUATION IS BEING USED TO DETERMINE THE SUCCESS OF THE OVERALL PLAN AND HOW OFTEN WILL THE EVALUATION(S) OCCUR? (Level I – Reaction, Level II – Learning, Level III – Behavior, Level IV – Results) Tracking and Reporting HOW WILL THE EDUCATION, TRAINING, DRILLS AND EXERCISES INCLUDED IN THE PLAN BE TRACKED AND REPORTED? Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 9
  45. 45. March 24 – 26, 2010 Orlando, FL Section 8.0 Training Continuum Sustainability HOW OFTEN WILL ASSESSMENTS BE DONE AND THE PLAN REVIEWED AND EVALUATED TO SUSTAIN THE TRAINING PLAN? Risks WHAT RISKS OR BARRIERS EXIST TO THE IMPLEMENTATION, EXECUTION AND SUSTAINABILITY OF THE TRAINING PLAN? Ongoing Course Identification Process HOW WILL FUTURE TRAINING COURSES BE IDENTIFIED FOR INCLUSION INTO THE TRAINING PLAN? Session 604 – Successful Training Implementation through a Page 10 Continuous Learning Plan – Maria Leggett, Textron Inc.
  46. 46. March 24 – 26, 2010 Orlando, FL Section 9.0 Revision History Version Date Name Description Session 604 – Successful Training Implementation through a Page 11 Continuous Learning Plan – Maria Leggett, Textron Inc.
  47. 47. March 24 – 26, 2010 Orlando, FL TRAINING PLAN TeamConnect 3.1 Upgrade Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 13
  48. 48. March 24 – 26, 2010 Orlando, FL TABLE OF CONTENTS SECTION 1.0  PROJECT OVERVIEW ........................................................................................... 15  SECTION 2.0  BUSINESS NEEDS ................................................................................................... 15  AUDIENCE NEEDS ASSESSMENT .......................................................................................................... 15  SECTION 3.0 TEAM ........................................................................................................................... 17  3.1  PERSON(S) / TEAM MEMBERS RESPONSIBLE FOR WRITING THE PLAN:............................................ 17  3.2  SPONSORS OF THE PLAN: ............................................................................................................ 17  3.3  KEY DEPARTMENTS / STAFF INVOLVED OR AFFECTED BY THE PLAN: ............................................. 17  SECTION 4.0  TRAINING CURRICULUM OUTLINE.................................................................. 18  SECTION 5.0  RESOURCES AND MATERIALS........................................................................... 22  SECTION 6.0  DELIVERY METHODS........................................................................................... 23  SECTION 8.0  TRAINING CONTINUUM....................................................................................... 25  SECTION 9.0 REVISION HISTORY.................................................................................................. 26  Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 14
  49. 49. March 24 – 26, 2010 Orlando, FL Section 1.0 Project Overview The TeamConnect application needed to be moved to new and more functional servers. In addition, Mitratech released the 3.1 version of TeamConnect. This major upgrade is a huge improvement to the interface and application performance of TeamConnect. Textron needs to implement this release to improve the user experience. With the significant upgrade to the user interface, extensive re-training will be required for the attorneys and legal staff. There are also significant new features with the upgrade that require training sessions. Section 2.0 Business Needs Textron needs to upgrade to 3.1 to improve user experience and improve platform stability and better application support. The user interface of TeamConnect has changed drastically with the new version and therefore, extensive training will need to be conducted to help users transition to the new version. In addition, business processes in TeamConnect have evolved or changed since TeamConnect was first implemented in 2004. After extensive data cleanup, the goal is to use the launch of the new version to train new and existing users on proper procedures of entering data into TeamConnect to ensure accurate, valid legal data. Audience Needs Assessment TeamConnect currently has 225 users. The different legal process areas in TeamConnect are Legal Matters – Litigation and Non-Litigation, Intellectual Property, Legal Entities and Corporate Secretary Functions, Site Remediation, Invoicing – Manual and Electronic and the Processing of Service of Process on TeamConnect and its Business Units. TeamConnect Functions • • • • • • • • 59% of users enter new matter records 48% of users update and track legal records in TeamConnect 59% of user search for data in TeamConnect 55% of users enter invoices 43% of users review and approve invoices 11% of users utilize TeamConnect for Intellectual Property information 7% of users utilize TeamConnect for Compliance information 13% of users create new contact records Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 15
  50. 50. March 24 – 26, 2010 Orlando, FL TeamConnect Level of Expertise • • • • 2% of users consider themselves experts 48% of users consider themselves skilled 41% of users consider themselves occasional users 9% of users consider themselves new or beginner users Methods of Learning • • • • • • 75% prefer Instructor-Led Training 33% prefer online training 38% prefer to use job aids and quick tip sheets 25% prefer to use training manuals 18% prefer to use FAQs 11% prefer to use Online Help Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 16
  51. 51. March 24 – 26, 2010 Orlando, FL Section 3.0 Team 3.1 Person(s) / Team members responsible for writing the plan: Name Maria Leggett 3.2 Email address mleggett@textron.com Sponsors of the plan: Name Julie Duffy 3.3 Phone Number Email address Phone Number jduffy@textron.com Key departments / staff involved or affected by the plan: Department Enterprise Legal Function Legal administration and support, legal invoice processing # Staff Impacted 225 Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 17
  52. 52. March 24 – 26, 2010 Orlando, FL Section 4.0 Training Curriculum Outline Training Title Competency addressed Suggested Target Audience High Level Agenda Items Delivery Method and Availability Getting Started with TeamConnect New Features in TeamConnect All Users • Navigating in TeamConnect • Setting up personal preferences in TeamConnect • Setting up Email Notifications • Instructor-Led Webex/online tutorial/Quick Guides/Manuals Searching in TeamConnect Searching for data in TeamConnect All Users • • • • • Instructor-Led Webex/online tutorial/Quick Guides/Manuals TeamConnect Matter Records Working with Records All Matter Users TeamConnect Contacts Working with Contact Records All Users Introduction to Collections Managing Collections Defining Search Result Settings Customizing Searching Exporting Search Results TeamConnect Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Tasks and Appointments • • • • • • • • • Searching for Contacts Viewing Contacts Using Contact Collections Duplicate Contacts Creating New Contacts Editing and Updating Contacts Printing Contacts Managing Address Books Viewing and Subscribing to Address Books • Printing Address Books Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Instructor-Led Webex/online tutorial/Quick Guides/Manuals Instructor-Led Webex/online tutorial/Quick Guides/Manuals Page 18
  53. 53. March 24 – 26, 2010 Orlando, FL Training Title Competency addressed TeamConnect IP Working with Records Records TeamConnect Corporate Secretary Records Working with Records Suggested Target Audience All IP Users All Corporate Secretary Users High Level Agenda Items Delivery Method and Availability TeamConnect IP Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Task and Appointments • Working with Patent Foreign Filings and Trademark Countries Instructor-Led Webex/online tutorial/Quick Guides/Manuals TeamConnect Corporate Secretary Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Task and Appointments Instructor-Led Webex/online tutorial/Quick Guides/Manuals Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 19
  54. 54. March 24 – 26, 2010 Orlando, FL Training Title TeamConnect Invoices TeamConnect Documents Competency addressed Working with Invoices and Accounts Working with Documents in TeamConnnect Suggested Target Audience All Users All Users High Level Agenda Items Delivery Method and Availability Electronic Invoices • Setting Up Records for Electronic Invoices • Reviewing Electronic Invoices • Making Adjustments to Electronic Invoices • Approving Electronic Invoices • Rejecting Electronic Invoices • Printing Electronic Invoices • Invoice Workflows • Invoice Versions • Searching for Invoices • Marking an Invoice for NonPayment Manual Invoices • Creating an invoice via a Template • Adding Invoice Line Items • Editing Invoices and Line Items • Posting an Invoice • Adjusting an Invoice • Canceling an Invoice • Approving an Invoice • Rejecting an Invoice • Printing an Invoice • Uploading an Invoice Document • Searching for Invoices • Entering a Do Not Pay Invoice Activating AP Vendors • Searching for an Active AP Vendor • Downloading the W9 Form • Requesting Vendor Activation • Confirming a Vendor is Active to Invoice in TeamConnect Instructor-Led Webex/online tutorial/Quick Guides/Manuals • • • • • • • • Searching for Documents Uploading documents Checking Out a Document Checking In a Document Creating a Document Folder Copying a Document Moving Documents Generating a Document via a Template Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 20
  55. 55. March 24 – 26, 2010 Orlando, FL Training Title TeamConnect Budgets and Reserves Competency addressed Working with Budget and Reserves in TeamConnect Suggested Target Audience All Users High Level Agenda Items Delivery Method and Availability • Creating a Record Budget • Editing and Updating a Record Budget • Entering Reserves on a Record • Editing and Updating Reserves on a Record • Adding Settlement Information • Reviewing Matter Account Information • Reviewing Account Transactions Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 21
  56. 56. March 24 – 26, 2010 Orlando, FL Section 5.0 Resources and Materials Training Media The training materials will consist of: • • • • • • Frequently Asked Questions TeamConnect Glossary TeamConnect 3.1 Getting Started Guide Quick Guides – short (1-2 page guides with steps on how to complete a specific task or function) Training Manuals Weekly Show Me Demonstrations and Tips Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 22
  57. 57. March 24 – 26, 2010 Orlando, FL Section 6.0 Delivery Methods Based on the audience needs assessment, instructor-led training will be a large component in the delivery. With a dispersed workforce, the ITL training will consist of both classroom ILT and virtual ITL sessions. Prior to the launch of the training, demonstration sessions will be conducted to provide previews of the new system and allow for questions regarding the training delivery. Four weeks prior to the launch, learners will begin to receive email updates on the training schedule as well as information quick tips on some of the new functionality with the system. Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 23
  58. 58. March 24 – 26, 2010 Orlando, FL Section 7.0 Evaluation and Measurement Evaluation All evaluations will be delivered and tracked through Textron University. Class participants must complete the class evaluation in order to receive training credit through Textron University. An email with a link to the training evaluation will be generated 1 day after the class completion. Tracking and Reporting Training sessions including instructor-led Webex sessions and self-paced online learning will be administered and tracked through Textron University. A TeamConnect 3.1 Training Curriculum will be established in Textron University and courses and class sessions and online training will be set up to fulfill the training curriculum. Training communication to the TeamConnect user community will include the listing of the class session numbers in Textron University for participants to locate and register for the class on Textron University. Outcome Measurement Level 1 assessment will be fulfilled through evaluations delivered through Textron University after a class completion to determine if high-level expectations were met with the training delivery. Level 2 assessment will be fulfilled through online self-checks and quizzes delivered through Textron University. These quizzes will not be required for class completion but will be used as other vehicles to determine training effectiveness. Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 24
  59. 59. March 24 – 26, 2010 Orlando, FL Section 8.0 Training Continuum Sustainability A follow-up VOC survey will be conducted 1 month after launch to assess current ability with the new version and define additional follow up training. Assumptions It is assumed that learners will be motivated to register and attend training since the training is not a required activity. Risks Training plan may need to be implemented in phases particularly in the area of additional training resources due to other upgrade priorities such as user testing. Not all users will participate in the training rollout. Risk audience includes the attorneys who often are not active in the system or do not use the system properly. Gaps Given the short timeline, a complete learning assessment was not conducted prior to developing the training plan. A prior VOC survey indicates that users currently are not that experienced or familiar with TeamConnect. In addition to the new features and functionality of TeamConnect 3.1, the training plan will need to address basic system competencies such as creating matters, creating contacts, searching for records and entering and processing invoices. Ongoing Course Identification Process User surveys and course evaluations will identify current training successes as well as identify future needs. Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 25
  60. 60. March 24 – 26, 2010 Orlando, FL Section 9.0 Revision History Version Date Name Description Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc. Page 26

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