The Future of performance support
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Brendan Scullion looks at the future of Performance Support, examining in-application guidance and beyond.
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The Future of performance support
- 1. Brendan Scullion – UK Sales Director Ben Galloni – UK Pre Sales Manager THE FUTURE OF PERFORMANCE SUPPORT IN-APPLICATION GUIDANCE & BEYOND © 2013 Assima 1
- 2. Agenda What is EPSS and why would you Implement One 10 biggest EPSS pitfalls Demonstrate Vimago EPSS from Assima EPSS and Beyond - Automated Business Improvement © 2013 Assima 2
- 3. What is an EPSS system? a computer based system which is designed to support the end-users in their use of Information Systems Day 1 performance Help at the point of Need In application help/guidance as a service © 2013 Assima 3
- 4. Why implement an ePSS? Reduce or cancel training costs whilst creating a high level of end-user efficiency Creating Experts from Novices Achieve User Adoption © 2013 Assima 4
- 5. 10 biggest ePSS pitfalls (content • Pushing the wrong content learning vs performance support • Not providing answers to problems bad context, bad content, too vague • Slow to deploy and infrastructure – 1/3) no automated indexation, requires constant adaptation © 2013 Assima 5
- 6. 10 biggest EPSS pitfalls (content and infrastructure – 2/3) • Requires technology experts to define contexts, to create/publish content • Not knowing who is logged in no user specificities, no social abilities, etc… • Content accessed via ePSS not traceable lack of a backend solution • Duplication of content maintainability and tracking consolidation issues © 2013 Assima 6
- 7. 10 biggest ePSS pitfalls (content and infrastructure – 3/3) • Isolated ePSS repository muddies global usage information collected • Are you Pushing Information How do you deliver change, • No performance monitoring ability how do you measure the success? Not all solutions are created equal – Beware the pitfalls some ePSS cannot bypass © 2013 Assima 7
- 8. The Assima View The Assima View © 2013 Assima 8
- 9. Questions © 2013 Assima 18
- 10. Questions @AssimaPLC www.assima.net AssimaPLC Assima UK +44 (0)20 3328 3280 Assima US +1 877 927 7462 Assima Canada +1 514 282 6678 Assima Deutschland AG +49 (0)6227 30991-10 Assima France +33 (0)1 47 30 71 30 Assima Switzerland +41 (0)21 612 03 79 Assima Nederland +31 20 301 21 36 Assima Spain +34 91 572 6589 Assima Italy +39 (0)2 582 15 415 IMS Assima Denmark +45 (0)5128 0000 OlasIT Ireland +353 (0)1 2790 020 © 2013 Assima 19
Editor's Notes
- Thank You for Joining us on the webinar today. Introduction. Q&A. through Chat. Or Q&A Record the webinar All muted.
- Here is our Agenda
- Wiki definition Vision from the 1990’s
- Reason people choose EPSS Improving Employee and Systems Productivity People want to Avoiding Training and Empowering Employees In short – Employees can work better without the need for costly training sessions
- Temptation is there to reuse your already created content, which is Generally self paced learning content. Generally best practice docs. Its for learning, it can frustrate. LARGE learning documents are not designed to give rapid and precise solutions Is it too general, too much content, will it deliver an answer to an issue within 5 secs. Is it slow to provide a solution, Will the end user have to search for material The more end user has to search, and the more answers given then the more he is less likely to use the system in future
- Means you have to wait and ask, and it takes longer. Delays. People with the knowledge don’t have direct access to insert relevant data This is very important. So how can you measure people, useage etc.kpi if you don’t know who is logged in. Do you want to provide different information to a new starter, a french speaker, someone who has not passed previous training No ranking, no peer review, no social contribution. No benefit gained from co-workers solutions, no ability to create your own content in context. Separate piece of paper You track useage in lms, e-learning, classroom training but not here. CRITICAL. Normally info is held in LCMS/LMS, as we cant login, we don’t know who user is, the content is normally duplicated and uploaded. Multiple versions, out of step. How does the EPPS sytem know there is a change.
- Isolated ePSS does not just mean duplication and out of step of data. It muddies the reporting. Sometimes you track, sometimes you don’t. Ipad, smartphone, e-learning, EPSS should all be tracked to get the clear picture. How do you manage change, VAT changes, Script for the Call centre changes, Process for old order number changes. Push information and record its been read What were your KPI’s. Did they measure use, measure improvement to processes, measure improvement to the business ?
- This is a big Ask, but where the biggest value will lie Still about improving employee and systems productivity
- Vimago is an Automated Business Improvement application from Assima. It goes beyond just improving end-user performance. By extending the capabilities of your Enterprise Application it can bring measurable improvements to the business itself