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Cstd presentation final
The document discusses the training lifecycle for large IT rollouts. It identifies four key audiences that require training: project team members, power users, end users, and support desk teams. The training needs and timing for each audience across the IT project lifecycle are described. Key lessons learned emphasize the importance of thorough training to ensure user adoption, meet business needs, and maximize return on investment. Cutting training costs can end up costing more in the long run due to increased errors and support calls.
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
Editor's Notes
- #3 Staggering number, many reasons, but the human factor is a large part, and a large part of the human factor is training Again, staggering number, again, many reasons, one key one is the lack of proper participation/buy in by company resources working on the the project due to lack of training/poor understanding of software they are helping to implement. This is usually one of the last areas of consideration, both for project teams and end users, and is one of they key reasons for it project failure – lack of user adoption. Not factored in at the beginning, or “worried about later”…. Just because it’s the “last piece of the puzzle” doesn’t mean it should be ignored until the end of the puzzle. The consequences of this are that untrained users costs 5 times more to support. Support teams are solving problems caused by poor knowledge, not by system issues. Summary: So yes, training matters. In fact it’s Mission critical to IT projects, although, it’s not always treated that way. The issue is that it’s not always well understood what is required by whom and when… so we’re here to answer those questions and share some of our lessons learned.
- #6 This is not meant to be a full review of a project lifecycle, just a review of the key stages and some of the key tasks that are performed at each phase
- #7 Project: Review functional, technical, super users requirements at beginning. Reporting and System Administration after development completion EUT: Review options, build, TTT, delivery, options for performance support. Review Upgrades.
- #8 Includes super users and support in project team training
- #11 E-learning vs classroom – no right or wrong answer – will depend on end user analysis – how comfortable with computers, GUI, etc.
- #13 1 – Gov’t of Alberta – short on budget so cut training upfront – system didn’t meet requirements and no proper end-user training Would you buy a plane, not take flying lessons? Just let it sit in the hangar? 2 – CDIC – didn’t want resources away from work so crammed materials into a short class – waste of time because they were lost, confused, demoralized and didn’t learn anything – SHOWING/TELLING AIN’T TRAINING Harold Stolovitch Just because timelines are tight, doesn’t make people learn any faster. Account for the time properly upfront. Gives the perception of rapid rollout, but what are the costs to achieving that rapid roll – out: 3-6 months of errors and support costs.
- #14 1 – Gov’t of Alberta – short on budget so cut training upfront – system didn’t meet requirements and no proper end-user training Would you buy a plane, not take flying lessons? Just let it sit in the hangar? 2 – CDIC – didn’t want resources away from work so crammed materials into a short class – waste of time because they were lost, confused, demoralized and didn’t learn anything – SHOWING/TELLING AIN’T TRAINING Harold Stolovitch Just because timelines are tight, doesn’t make people learn any faster. Account for the time properly upfront. Gives the perception of rapid rollout, but what are the costs to achieving that rapid roll – out: 3-6 months of errors and support costs.
- #15 1 – Gov’t of Alberta – short on budget so cut training upfront – system didn’t meet requirements and no proper end-user training Would you buy a plane, not take flying lessons? Just let it sit in the hangar? 2 – CDIC – didn’t want resources away from work so crammed materials into a short class – waste of time because they were lost, confused, demoralized and didn’t learn anything – SHOWING/TELLING AIN’T TRAINING Harold Stolovitch Just because timelines are tight, doesn’t make people learn any faster. Account for the time properly upfront. Gives the perception of rapid rollout, but what are the costs to achieving that rapid roll – out: 3-6 months of errors and support costs.