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How to choose the best user training method after ERP, CRM or ECM implementation

“If you think education is expensive — try ignorance”. — Derek Bok, president of Harvard University.

User training is one of the puzzle’s pieces which allows you to create a complete picture of a successful implementation project. Attention should be paid to end-user training in the case of implementing such IT systems as ECM (Enterprise Content Management), which will be used by many employees.

user training fter a new ERP, CRM or ECM implementationNo less important is the training of ERP and CRM users, because they are aimed at solving complex business problems. Whether an implemented IT system or business application becomes a productive and useful tool for a company, directly depends on the well-organized training for end users.

In this article, we will look at end-user training in terms of process organization.

We will examine a different kind of ways to organize end-user training on implementation projects, limitations, advantages, and disadvantages of each approach, as well as our experience in applying some of these methods on IT implementation projects.

These days, the most popular methods of organizing end-user training are:

  • small group training in a computer lab;
  • face-to-face workshops;
  • webinar seminars;
  • training videos integrated into the system;
  • e-Learning.

Let’s review each method for various parameters: the number of users, the effectiveness of training, training schedule, complexity and cost.

Small groups user training in the computer class

Small groups user training in the computer classThis training method is optimal for organizations where the number of users working constantly with the new system is limited to several tens. The method is most effective in terms of the quality of education. Computer room user training is also recommended if the majority of employees do not have practical experience in using the automation systems. In this case, it is recommended to conduct full-time training with practical exercises. Based on our experience, such a format is most often used to educate a workgroup first.

Advantages

Disadvantages
· Possibility to present material in greater volume or with more detail

· A more guaranteed result from training

· Animated dialogue with the teacher, possibility to ask questions

· Opportunity to get practical skills

 · A limited number of users at once

· The high cost of training per participant

· The duration of training due to the combination of theory and practice

 

Full-time seminars for users

end-user trainingThis method is optimal for organizations with 100-200 users (it could be in case of ECM implementation). This training method is less effective than the previous one, but at the same time, it retains the ability to ask questions and get answers to them in real time. It is recommended to make a video recording of the training seminar, so in the future, end-users can refer to it and refresh their knowledge.

From our personal experience of using face-to-face seminars, we can recommend combining such training with detailed user instructions (both for the business process and for distribution by roles). It is also necessary to provide resources for the organization of the first line of user support at the stage of pilot production.

Advantages

Disadvantages
· Ability to reach a significant number of users

· Low cost of training per user

· Short term training

· The possibility of dialogue with the teacher, the opportunity to ask questions, clarify

 · The material is presented in theoretical form, there is no possibility of practical use of the system (it is impossible to “touch” during the training session)

· Training material is limited, most often gives a general idea of the work in the system.

Webinar user-training workshops

end user training webinar, internet educationWebinar end-users training is optimal for companies where the number of users is several hundred and more and/or employees are geographically detached.

From our experience of conducting webinars, I would like to draw attention to the following points: webinars are devoid of “eye contact,” the teacher is hard to get feedback from the audience in real time. However, if users are employees who already have experience in automation systems, such a format is quite viable.

Advantages

Disadvantages
· Capacity to reach a significant number of users

· The ability to train users without leaving the workplace (for example, employees of company branches in different cities)

· Low cost of training per user

 · The material is presented in theoretical form, there is no possibility to practice during the webinar

· Training is limited, often gives general information of the work in the system.

· The risk of technical problems

Training videos embedded in the IT system

Training videos demonstrate the standard functionality of the systemThis method also has no restrictions on the number of end-user and the time of training. Training videos demonstrate the standard functionality of the system, without taking into account any additional modifications for a specific customer. Therefore, it can be recommended to those companies whose business processes fit into the standard functionality of the system or have been adapted to the system.

Watching videos does not replace full-training and is recommended as an addition to other formats of user training.

Advantages

Disadvantages
· No need to specifically organize end-user training.  Any user can refer to the training material at any time.

· No additional financial investments

 · Videos provide the ability to view a demonstration of the functional, but there is no way to perform any practical tasks. (Is not recommended to train in the “live” system)

· They describe the standard functionality, do not take into account the customizing system for a specific customer.

Online Learning Tools (e-Learning)

Users can independently allocate time to complete these courses, and then refer to them if necessary when performing their daily dutiesThe use of online learning tools (for example, based on SAP Enable Now, Oracle Learning, DoceboLMS, etc.) is recommended for large organizations with a large number of users working in the system, including employees who working from home-office. Users can independently allocate time to complete these courses, and then refer to them if necessary when performing their daily duties.

In terms of efficiency, the method is comparable to training in a computer class, because a user can test his knowledge’s in a practical task.

Advantages

Disadvantages
· No need to specifically organize training, users at any time can refer to the training material.

· No need a large number of employees to provide first-line user support

· The opportunity to get theoretical knowledge and still see a demonstration of certain actions in the system and reproduce them in a practical unit.

 · The high cost of distance learning tools.

· There is no possibility for live-dialogue with the teacher, for asking questions

 

If you want to learn more about user training, please read other materials:

We, as a Software Provider, truly understand how important it is to organize user training for employees. It is necessary to pay attention to users’ needs, and not only to the system being implemented. Investment in employee training will allow enterprises to quickly get the benefits that the new IT system provides.

 

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User Training: The Key To Unlocking The Benefits of A Software System

End User Training During Software ImplementationFor many business owners or managers, making the decision to implement a new software system is a difficult one to make. Oftentimes, the changes and risks that come with a software implementation can discourage those business managers who are looking to streamline their company’s processes and improve overall efficiency with a new system. There’s a ton of information out there on the advantages of using an efficient, up-to-date ERP system but not that much on how to properly handle an implementation phase. No Software Provider wants to scare their clients right from the get-go but this is definitely the wrong approach. By not educating the new software users and providing all the necessary information right from the start, all parties will suffer during the implementation phase.

Therefore, to begin with, it’s important to know the possible risks involved in such a project. This can include failure, user resistance, employee stress and anxiety, improper use of the system, misunderstandings, problems, doubts, fear of change etc. In order to ensure that these risks are eliminated or reduced, end user training is definitely required. These trainings will provide employees (or end users) with the right amount of attention and skills needed to help them acclimate to new processes (that have been changed by the new system implementation) as well as to the new system itself.

You can begin by creating a training plan then scheduling it accordingly, by department or simply by department heads and managers. Trainings can be given either in small groups or on a one-on-one basis. Documentation of course will also be provided to ensure that employees can easily access a “how-to” guide on using the system.

Once these trainings are underway, its advantages will be quite evident since trainings can alleviate stress, combat fears, bring acceptance to the system, reduce system errors and misunderstandings. Bottom line, when software users are properly educated on new functionality and processes, it’s a WIN-WIN for everyone! The trainings will teach end users the necessary skills needed to prevent problems and to use the system in the most efficient way possible. Individual performance will improve thus increasing productivity. Business managers will be happy as well as Software Providers.

As a Software Provider, our team truly understands just how important it is to pay attention to the USERS (or employees) and their needs during an implementation phase, rather than on solely the system itself. We realize how difficult this time may be for some people, especially if they have been used to working with the same processes and systems for years and have developed habits and routines in their workplace. Introducing a new software management system, with new processes, can disrupt their work life and this most definitely can cause stress and fear.

As a complete ERP software implementation can typically take about 12 months, it’s important that during this time, everyone is working together, as a team, for a successful and smooth phase. No surprises or headaches!

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5 Common Mistakes Business Leaders Make That Can Affect The Success of a Software Implementation

Common mistakes ERP softwareWe’ve all heard our fair share of nightmare stories when it comes to new software, more specifically Enterprise Resource Planning (ERP), implementations. What we don’t often hear, however, are the mistakes that were made during this project that could have been avoided. In many of these stories, the blame is put on the Software Provider or on employees who resist change and the system. However, there are some mistakes that business executives make that can affect the outcome of an ERP software implementation.

Here are 5 common mistakes that business leaders make throughout a new software project;

  1. They opt out of End User Training and After-Sales Support

Before any implementation project begins, a Software Provider will approach the management team with various support plans to choose from. These discounted plans will include billable hours for end user training and post-implementation support. It is up to the customer to choose which plan they’d like to have, depending on the amount of hours they request for support and training for themselves and for all their system users. In many cases, however, in order to keep costs down, executives will opt out of any support plan (which in turn opts them out of end user training for their employees). This is a huge mistake that many business leaders make. Without proper user support and thorough end user training sessions, the chances of user resistance and low productivity increase. If employees don’t fully know how to use the system to its full potential, then companies won’t realize the full benefits of an ERP system, but rather will experience decreased individual performance and thus decreased overall productivity.

In the end, by saving on the support plan, they are losing out more in the long run. End user training and proper support can alleviate stress and combat fears of employees, associated to using a new system, and allows them to accept this big change. It also teaches them the necessary skills to prevent any problems in the system and to efficiently handle unexpected issues with confidence. Never forget that a software system is nothing without its users. System users are the key to unlocking the benefits and improvements that a good software system can bring to a company. Invest in your end users and never pass up on support and training plans. It’s an investment you’ll be happy you made in the long run.

  1. Lack of participation from business leaders

In our very own ‘Process to Succeed’ guideline that we share with customers prior to any new ERP software implementation, we stress the importance of top-level management participation during the planning process as well as throughout the implementation phase. This is a prerequisite to any of our large software implementations, in order for our customers to achieve a successful implementation. What does this participation include? We understand that business owners and executives are extremely busy with their day-to-day tasks and therefore won’t have the time to constantly be working on the implementation project (and we don’t expect them to). Normally, companies will put together a small internal team of about 5 (or less) employees, from various departments, to manage and overlook the ERP implementation project. This is great! The participation that we require from top management comes more in the form of support, motivation and encouragement. Company owners, executives and managers need to have their own confidence in using the system and share their excitement and knowledge with their team, especially when they see them frustrated or afraid of the new changes ahead. Management should remain unified in support of the project and should continuously encourage their employees to not give up and learn all they can about new processes and the new system. During the end user training periods, it would also be helpful if management can alleviate their team, for a short period of time, from regular responsibilities, in order to take the necessary time to get properly trained by the Software Provider.

  1. Leaving it all in the hands of the IT Software Provider

We’ve said it before and we’ll say it again and again and again…a software implementation, especially one as large as a full ERP implementation, is only successful if ALL parties participate since everyone in a company will be affected by the change. Similar to mistake #2 above, every team member, even the leaders, needs to have some sort of involvement in the implementation project. It requires synchronous collaboration, which involves the IT team and the business team working together simultaneously and remaining in constant communication as the project progresses, to ensure everything internally is running smoothly and everyone’s needs are being met. Employees are the ones that know the business processes inside out; the IT team is there to help streamline, automate and integrate those processes. It’s important to explain to employees how their participation and role in the project will influence its success. This will give them a sense of commitment to the project and hopefully instil a positive attitude towards the system and implementation process, which is definitely welcome.

  1. Having unrealistic expectations of timelines and costs

Every software implementation is unique. During a new project, Software Providers deal with a new company, new business people, new processes, new requests and new expectations. The business as a whole may be similar to other companies but an implementation is never the exact same from company to company. It’s absolutely critical to share all of your expectations and assumptions you have of the new system and the implementation phase. This includes any timelines, costs, benefits, project roles, etc. By sharing all of this with the IT Provider, they’ll be able to set things straight right from the start. For example, if you were expecting an implementation phase to only last 1 month, the IT Provider, from experience and expertise in the field, may come back to you with a more realistic timeline of 3 months. Therefore, you won’t be disappointed and frustrated when the implementation lasts longer than your 1-month expectation. The Software Provider will also share all of their expectations from your team and of the project as a whole. Together you’ll come up with realistic goals and expectations for your specific case, allowing everyone to be on the exact same page.

Talk with your Software Provider first and get their input on timeframes and realistic expectations, as they can provide their expertise on the matter and knowledge from previous experiences.

  1. Beginning the new software project without a plan of action & workflow

It is never a good idea to start ANY project without a plan of action. So why start an ERP implementation without one? What every business leader should do is;

  • Sit down with the Software Provider to discuss and outline the complete process or plan of action for the implementation phase and create a workflow
  • Identify everyone’s role and responsibility throughout the implementation phase
  • Share the plan of action with all involved parties, along with their roles and responsibilities
  • Properly educate all employees (or users of the new system) about any change in business processes that will affect their day-to-day work life.

It’s best if companies have a well-designed plan before starting the project, accounting for minor changes, in order to avoid confusion, frustrations, increased costs, etc. Major software or process changes should all be accounted for during the outline of the plan of action. Inform all employees of the coming changes so they aren’t surprised and can have time to accept these changes.

If you’re a leader of a company, looking to implement a new software system, don’t make these common 5 mistakes. Contact us today for more information.

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