Deltek University Pre-Conference Workshop...Beyond simply visuals to support learning objectives,...
Transcript of Deltek University Pre-Conference Workshop...Beyond simply visuals to support learning objectives,...
Deltek University Pre-Conference Workshop
Know More. Do More.
Maximize your Investment How to Get the Most out of your Deltek Products!
Will Armstrong
Learning Solutions Architect - User Adoption Team Lead
Deltek University
Session Agenda
Why does this topic matter to you?
What is research showing us about user adoption?
What is working and what isn’t for Deltek customers?
Identify the keys to success in determining When, What and How
to train users
GroupWork: Developing your own action plan
Report Outs – share your plan
What you’ll want to do when you get back to the office
User Adoption Q&A
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Why does this topic matter to you?
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Maximize your Investment How to Get the Most out of your Deltek Products!
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Problems with Knots: A True Story
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Extended Enterprise: The Great Unknown
Screen Capture of old CSOD home page Screen Capture of new CSOD home page
old new
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Why training matters to me
Without it, frustration is prevalent and failure is likely
With it, you maximize potential
I enjoy making people and organizations better
How people overcome barriers is exciting and highly
inspiring
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Tying a Square Knot
Cross end of rope in R
hand over end of rope in
L hand, then loop it
under and back on top,
leaving about 4-6 inches
Take end now
on L and loop it
over and under
end on R Hold two pieces on R in R
hand and two parts on L in
L hand and simultaneously
pull hands apart to tighten
knot
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Share your training story
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What have you seen? The good, the bad, the ugly
What matters most to you?
What are you looking for?
What does the research show?
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Maximize your Investment How to Get the Most out of your Deltek Products!
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What is industry & research saying about training?
Interest in on-demand YouTube-like video portals for performance support is on the rise, as is the
use of webcasting platforms like GoToMeeting and AdobeConnect for system training
“How-to videos are among the most compelling and effective uses of video today”
Effective training drives an increase in both the amount of engaged users & features of software
leveraged – US companies in 2015 owned $50 billion worth of unused software!
Forrester Webcasts + Videos: Great for engaging remote workforces
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What is industry & research saying about training?
Effective training must be part of a broader change management initiative
Stakeholders and their feelings about current systems and processes will significantly impact the success or failure of
user adoption in your organization – this is critical since about 50% fail to meet ROI
Empower and leverage execs, managers and supervisors to reinforce learning in team meetings and as part of
performance conversations throughout the year
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80% of IT managers believe effective training is critical to the success of a project
75% of IT managers believe effective training increases the chances of a project meeting
its deadline
IT projects that met most or all of their objectives provided users with 40% more training than
projects that failed or only partly succeeded
IT projects that devote 6% or more of budget to training are significantly more successful
than projects of 3% or less devoted to training
Application of 1.5% of project cost to training improves project success by 30%
Every dollar spent on training yields an approximately 15% gain in productivity
Employers cite an IT skills gap as negatively impacting their productivity (41%),
customer engagement (32%) and security (31%)
What is IT Leadership saying about training?
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What else is research saying about training?
Preparation is key: Learning experts recommend 3 hours of prep for every 1 hour of delivery
Rapid Application: Adult learners have an inherent need for immediacy of application
Hands-on Learning: Nothing compares with walking through scenarios in a Learning Lab
ATD Preparation and application by facilitators drive success
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What else is research saying about training?
Don’t be so predictable. Create moments that make learning stick!
Change the pace:
Every 10-20 minutes, facilitators need to switch gears and throw in a surprise
Engage the participant:
Active discussion, group work and hands-on scenarios make it more meaningful
Invite the senses:
Beyond simply visuals to support learning objectives, seek to help learners experience emotion and form
memories through creative exercises and collaborative mini projects
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What about retention?
A slide presentation only provides
about 30% retention of information –
and that’s if it is clever and interesting
Videos and demos increase that
number to 50%
Dynamic discussion reinforces
learning to 70% retention
Hands-on practice locks info
in at about 90%
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What is working for Deltek customers?
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What usually keeps implementations from succeeding?
Of the top 10 barriers to a successful ERP journey, 5 can be addressed by developing and implementing a structured change management program.Deloitte CIO Survey36%
46%54%65%72
How do Deltek clients make training work?
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Best Practices from hundreds of successful implementations:
Leverage a comprehensive Business Impact Assessment to inform training
Define upfront, as part of Project Kickoff, the desired training outcomes
Determine the best mediums and methodologies for dispensing system training
Identify who is best equipped to help develop and deliver training (these are often two distinct groups of individuals)
Consider system training as an iterative process and see materials as such
Understand that UAT is not training, but it can reinforce it as hands-on lab
Use their own instance of the system for hands-on training or Deltek’s Learning Lab
Let’s take a 10 minute break
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Keys to Success in Training Users
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Maximize your Investment How to Get the Most out of your Deltek Products!
Before you get started…
Prior to even deciding on the system solution and at least before beginning
Design & Configuration, you should have clearly defined:
• What business outcomes do you want the system to help accomplish?
• What expectations do key stakeholders have for the system – how will it
help your business?
• What does “done” look like?
• How will you measure success?
• Why are you implementing this solution now? What is the compelling
reason?
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Training Discussion
A Training plan is a key component of any significant change…
• Who will be trained?
• Are they a key stakeholder or someone whose role will change significantly?
• When will they be trained (before go live, after go live)?
• What will they be trained on (what’s essential to their business function)?
• How will they be trained (self-study, remote, 1:1, onsite classroom)?
• What method will be best for your users (video, manuals, in person)?
• How will you re-inforce?
• How will you measure success/ competency?
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Refining your Training Plan
Based on answers to previous questions, begin to
develop a training plan so that users are informed
and prepared to fully adopt Costpoint at GoLive.
Typical categories of training include:
Project Team (initial training)
to support Design, Build & Test Phases
Super User (beyond Project Team)
to add additional depth to Build & Test
End user (day to day users)
so all users have the knowledge to
succeed
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Who is the best person to lead the training
Determine the right approach, content/ materials,
timing, facilities, environment, documentation,
reinforcement, measurement of effectiveness
vs.
Project Team Super User
vs.
Internal Deltek
Sales to Cash(Billing, Accounts Receivable, Business
Development & Sales)
Hire to Retire(Labor, Leave, Payroll, HR, Talent)
Record to Report(General Ledger Month End, Projects,
Reporting)
Procure to Pay(Requisitions, Purchasing, Accounts Payable)
Back Office
Core Project Team
Super Users
End Users
Who Needs to be Trained?
Organizing training groups by the common process flows:
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Organizational Change Management
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• Identify key business process changes and key role changes early in the project
• Tailor training plan to incorporate changes to existing processes
• Identify process flows for all users and segment by these functional groupings
• Track and report training attendance
o Assign training “minimums” as gate requirements for each business unit
• Leverage communication plan to facilitate change management acceptance
• Utilize the stage gates to gain business unit leadership acceptance, each gate
should be approved by the project team and the project stakeholders
• Ensure communication and training follow the project life cycle
GroupWork: User Adoption Plan
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Maximize your Investment Working together to form an effective user adoption plan…
Planning for and measuring user adoption
Change Adoption Metric Definition Process
Brainstorming
• Ask the appropriate questions to guide determining change adoption metrics?
Identification
• Identify desired outcomes or anticipated behaviors as a result of the change and ensure to link the overall business objectives and goals of the program
Agreement
•Obtain Program team consensus on change adoption metrics
Alignment
•Confirm Sponsor and Steering Committee buy-in for change adoption metrics
Measurement
•Begin measurement of change metrics
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Change Adoption Measurement Areas
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Organizational Impact System Quality
Individual Impact Information Quality
Satisfaction(User & Stakeholder)
Change Adoption Metrics
Stakeholder and User Satisfaction
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Key Question Purpose of question How to use response
Overall, how satisfied are you with the new system and the
implementation process?
• To determine overall level of
satisfaction
• Incorporate into change
activity, provide actionable
feedback to project team
What was good / what was bad about the way the change was
managed?
Main problem areas / main successful contributions (e.g.
miscommunication, implementation speed, culture mismatches,
poor training, lack of management support, too many
concurrent initiatives…)
• To determine why change was
successful or unsuccessful
• Gauge how much additional
change management activity
required
Based on your past experience, what suggestions do you have
for future change management actions?
• To identify other major changes
currently affecting impacted groups
• Potential impacts of other
local changes on the
program
(Are there any other issues we need to be sensitive to?) • To surface other/additional issues
or information
• Examine for trends of critical
issues to respond to
Change Adoption Metrics
Organizational
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Key Question/Data Area Purpose of question How to use response
What are the top three business goal/objectives that are
impacted by the system?
• To determine business level
success measures
• Set as top level guidance
for subsequent data
gathering
What organizational activities have the greatest impact on
accomplishing these objectives?
• To determine connection to
individual level activity
• Identify critical functions
for change measure
What are the top three metrics that these objectives be
measured by?
• To identify the measures that
indicate success
• Collect top three
What key impacts will/has the system had on these
objectives?
• To link the business metrics to
system impacts
• Associate business
metrics to system impacts
Change Adoption Metrics
Individual
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Key Question/Data Area Purpose of question How to use response
What are top three objectives of the role?
How do these objectives relate to the overall business
objectives?
• To determine critical individual
objectives
• Establish top line
measures
How does the system support these objectives? • To determine the system linkage
to these objectives
• Represent links to system
support
What activities or behaviors are essential to successfully
accomplishing the stated objectives?
• To identify critical behaviors • Highlight key actions that
relate to objectives
How does the system support these activities? • To identify key system function in
support of activity
• Connect system function
to activity
Change Adoption Metrics
System
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Key Question/Data Area Purpose of question How to use response
How is system use measured? • To determine user metrics (how many
log-ins, concurrent users, time on
system, etc.)
• Establish system measures
How is system reliability measure? • To determine critical system measures
(uptime, latency, etc.)
• Establish system reliability
measure
How is user understanding and support measured? • To user interaction ability at the
system level (help desk calls, etc.)
• Establish baseline measures
for user knowledge and
support
Change Adoption Metrics
Information
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Key Question/Data Area Purpose of question How to use response
In considering the business and individual objectives, what
are the top three information resources do you require
from the system to be successful?
• To determine critical information
resources
• Establish key information
sources
How easy (or difficult) is it for you to get these? • To assess the ability of the user to
access information
• Establish ease of use for
information access
How reliable is the information you access? • To gauge user confidence in the
information
• Combine with other
metrics
How well does the information you access satisfy your
requirements?
• To assess the ability of the user to
access information
• Combine with other
metrics, compare to
individual success metrics.
When you get back to the office…
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Maximize your Investment How to Get the Most out of your Deltek Products!
Check out the new Deltek Learning Zone!
Virtual Live Courses
Public
Private
Self-Paced Learning
Deltek Learning Zone Subscriptions
Product Learning Portals
Product Certification Exams
Implementation Boot Camps
Custom Training
Pricing and Packaging
Learning Units and Unlimited
Subscriptions - both types have
full access to Learning Zone
100 Learning Units = $100 = 1 hour of
a Virtual Live Course (VLCs), onsite
session or equivalent Self-Paced
Learning experience
Clients draw down against
system-managed secure
key-code driven account
Unlimited Subscription based on
size of organization for Enterprise
and priced like current Learning
Portal for Individual subscribers
LEARNING ZONE SUBSCRIBE
MIN EMPLOYEES MAX EMPLOYEES TIER PRICE
0 100 $2500
101 250 $3500
251 500 $5000
501 1000 $7500
1000 5000 $10000
5000+ $12500
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Maximize your Investment How to Get the Most out of your Deltek Products!
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Questions & Contacts
If you have any questions or need further assistance supporting your
organization’s User Adoption of Deltek Systems, please reach out to us:
Office: 703.345.5911
Office: 703.885.9632
Mason HollowayWill Armstrong
Deltek Learning Zone
https://deltek.csod.com
Learning Solutions Architect Sr. Director, Deltek University