Ann Schmenk
Sara Garvey
Maximizing Your Training Strategy: Tools of the Trade
www.regoconsulting.com
Phone: 1-888-813-0444
Maximizing Your Training Strategy:
Tools of the Trade
● Training is critical to end-user adoption. With all the choices—
CAPA, videos, instructor-led, handbooks, etc.—how do you
develop a training strategy that works? In this session, you will
learn how to develop an overall training strategy that can
accommodate new users as updated functionality is deployed.
After the session, you will be able to identify the pros and
cons of various training methods and venues. Rego’s Clarity
experts will provide basic training on the use of CA
Productivity Accelerator (CAPA) and compare that with
inexpensive tools such as Camtasia.
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www.regoconsulting.com
Phone: 1-888-813-0444
About our Session
● Less a formal presentation; more an informal discussion.
● Feel free to share! What’s worked for you, what hasn’t.
● Do you agree? Disagree? Are Ann and I crazy?
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www.regoconsulting.com
Phone: 1-888-813-0444
About Us
● Ann Schmenk – [email protected]
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First Clarity Version: ABT Results Management Suite – the beginning!
Year: 1996
Favorite Training Method: Instructor-led
Training For: 23 years
● Sara Garvey – [email protected]
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First Clarity Version: 7.5.2
Year: 2005
Favorite Training Method: Videos & Instructor-led
Training for: 10 years
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www.regoconsulting.com
Phone: 1-888-813-0444
Agenda
● The Dreaded 8-Hour
Session
● Training Approaches: What
to Use When?
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In-Person Training
Web-Based Training
Videos
CAPA
Other Approaches
● Building a Training Plan
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The All-Day Session
Going from v12 to v13
New Deployments
Onboarding New Users
Releasing New functionality
● Group Discussion
○ Adecco – Christy Childers
○ Levi – Karen DuPlantis
○ You!
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www.regoconsulting.com
Phone: 1-888-813-0444
Training Approaches: What to Use When
www.regoconsulting.com
Phone: 1-888-813-0444
No. More. 8-Hour. Trainings. Ever.
● Can the all-day training session ever really disappear?
○ Training is often delivered all in-person, all in long sessions.
○ This is not always feasible. And… it doesn’t really work.
● Why isn’t it successful?
○ Too much to take in at one time.
○ Not enough focus on the things that are important to each individual.
○ Depending on the geographic distribution of the attendees, it can be
extremely costly.
○ Too much to take in at one time.
○ Often difficult for people to spend the entirety of a day focused on
something other than their day-to-day job.
○ Too much to take in at one time.
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www.regoconsulting.com
Phone: 1-888-813-0444
What Can We Do?
● Role-based training.
● Split the class up. Hold 2 or 3 sessions over 2 or 3 days.
● Deliver in smaller chunks: Part one now. Part two in two
weeks. Part three… Each class builds on the previous.
● Pre-work (videos, exercises), plus in-class/webex.
● In-class/webex plus exercises in class, pus supplementary
materials (QRGs, Job Aids)
● Combination of the above. Pre-work, plus in-class, plus
exercises, plus web-ex, plus QRGs.
● Post-Training Support (Brown Bags, Open Labs, Q&As)
● Others?
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www.regoconsulting.com
Phone: 1-888-813-0444
Training
Approaches
In-Person Training
www.regoconsulting.com
Phone: 1-888-813-0444
In-Person Training
● What does it look like?
○ Role-Based (e.g., PM Training, RM Training, Management Training)
○ PPT Deck, plus hands-on exercises
○ Instructor-led with each attendee at a workstation/laptop.
● How many people?
○ With one instructor, 15-20 would be ideal.
○ With two instructors, 25-30 would work.
● What Materials?
○ PPT deck, sectioned by topic.
○ Exercises included strategically throughout.
○ QRGs as takeaways for key topics.
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www.regoconsulting.com
Phone: 1-888-813-0444
In-Person Training – Pros & Cons
● Pros
○ Best way to make sure attendees are focused, and are “getting it”
(completing exercises correctly).
○ Ample time to ask questions in a less intimidating environment.
○ Attendees get to see, do, and ask.
● Cons
○ Often cost prohibitive.
○ Classes are sometimes very long.
○ Doesn’t work on an ad hoc basis – trainings have to be planned,
scheduled, and are subject to the availability of training rooms,
instructors, etc.
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www.regoconsulting.com
Phone: 1-888-813-0444
Make it Work
● Pre-work.
○ Give them something to learn ahead of time, maybe
general navigation, so they’re not totally new to Clarity
once they get to class.
● True-to-life exercises.
○ Make sure the exercises simulate things they’ll actually do;
utilize a task WBS that makes sense to them.
● Open lab time during/at the end of class.
○ Give them ample time to ask specific questions, not
necessarily in front of the whole group.
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www.regoconsulting.com
Phone: 1-888-813-0444
Make it Work (2)
● QRGs for key functions.
○ Provide them with 1-2 page takeaways that will refresh their memory.
They shouldn’t have to refer back to the PPT deck.
● Brown Bags.
○ Pick a new topic each week or every two weeks. Record the discussion
if necessary, so it may be available to individuals who can’t attend.
● Refresher sessions by topic.
○ Hold a short session once every few weeks to focus on key/difficult
topics.
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www.regoconsulting.com
Phone: 1-888-813-0444
Best For
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New deployments.
Major functionality rollouts (e.g., Financials, Time Entry).
New user onboarding.
Others?
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www.regoconsulting.com
Phone: 1-888-813-0444
Training
Approaches
Web-Based Training
www.regoconsulting.com
Phone: 1-888-813-0444
Web-Based Training
● What does it look like? (Same as in-person)
○ Role-Based (e.g., PM Training, RM Training, Management Training)
○ PPT Deck, plus hands-on exercises
○ Instructor-led with each attendee at a workstation/laptop.
● How many people?
○ Depends on the topic. If it’s a PM/RM type class, maybe 30-40, if you’ll
have them do exercises, ask questions.
○ If it’s a Team Member/Time Entry type class, with no exercises/feedback,
numbers can get large.
● What Materials?
○ PM/RM - PPT deck, sectioned by topic, with exercises included
strategically throughout
○ Nav/Time Entry – Straight demo, maybe PPT and demo.
○ QRGs as takeaways for key topics.
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www.regoconsulting.com
Phone: 1-888-813-0444
Web-Based Training – Pros & Cons
● Pros
○ Easy to train a lot of people at once.
○ Don’t need to get everyone in the same place.
○ Can be held frequently and with minimal setup/prework.
● Cons
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More difficult for attendees to dedicate their full attention.
Difficult for the instructor to gauge if they’re “getting it.”
Difficult to address user questions related to exercises.
Attendees are typically more hesitant to ask questions.
No one-on-one interaction with instructor.
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www.regoconsulting.com
Phone: 1-888-813-0444
Make it Work
● Pre-work.
○ Give them something to learn ahead of time, maybe general
navigation, so they’re not totally new to Clarity once they get to class.
● New Functionality.
○ Use web-based training when rolling out new functionality to existing
users. That way, it’s just a small piece that’s new, not all of Clarity
that’s new.
● Short, Simple.
○ Keep the class short – 1 to 2 hours – and the focus simple. Cover only a
few topics; not a ton of material.
● Often.
○ Easy to plan/schedule, so hold web based training often. Doesn’t
always have to be for something new; hold refreshers on key topics
once every few weeks.
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www.regoconsulting.com
Phone: 1-888-813-0444
Best For
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New Functionality.
Refreshers on Key Topics
Intros (Time Entry, General Navigation, etc.)
Others?
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www.regoconsulting.com
Phone: 1-888-813-0444
Training
Approaches
Video Training
www.regoconsulting.com
Phone: 1-888-813-0444
Video/Recorded Training
● What does it look like?
○ Created using Camtasia or other similar tool.
○ Topic-Based (e.g., Time Entry, Time Approval, Staffing the Team,
Converting an Idea to a Project)
○ Short – 5-10 minutes.
○ Overview plus demo.
● How many people?
○ Delivered on-demand.
○ Files may be large; host on LMS if available.
● What Materials?
○ N/A. User downloads and watches the video(s).
○ May include questions/quiz directly within video.
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www.regoconsulting.com
Phone: 1-888-813-0444
Video Training – Pros & Cons
● Pros
○ On demand – users can access and view the training video whenever
they wish.
○ Easy to train a lot of people at once.
○ Short and focused. They can be used to train on a new topic, but also
as a quick refresher for someone without poring over a 200 slide PPT.
○ Can be created and updated relatively quickly/easily.
● Cons
○ No one-on-one interaction with instructor.
○ No ability to ask questions.
○ Files get huge as video gets longer, so can’t be used to cover a lot of
material at once, unless broken down into a series.
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www.regoconsulting.com
Phone: 1-888-813-0444
Make it Work
● Short, Simple.
○ Keep the focus on a few topics.
● Key Functionality.
○ Make videos available to cover key/difficult functionality. Quick, easy
refreshers for existing users.
● Pre-Work.
○ Use videos as the pre-work for longer in-person or web-based
sessions.
● Supplement to Releases.
○ Supplement release notes with video overview of key new
functionality, changes, etc.
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www.regoconsulting.com
Phone: 1-888-813-0444
Best For
●
●
●
●
New Functionality
Refreshers on Key Topics
Intros (Time Entry, General Navigation, etc.)
Others?
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www.regoconsulting.com
Phone: 1-888-813-0444
Training
Approaches
CAPA
www.regoconsulting.com
Phone: 1-888-813-0444
CAPA
● What does it look like?
○ CAPA Lessons, by role, by topic.
● How many people?
○ Delivered on-demand.
● What Materials?
○ N/A. User accesses and views the lesson(s).
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www.regoconsulting.com
Phone: 1-888-813-0444
CAPA Training – Pros & Cons
● Pros
○ On demand – users can access and view the lesson whenever they
wish.
○ Easy to train a lot of people at once.
○ Short and focused.
○ Available right within Clarity, context-specific (sometimes).
○ Different modes – See It, Try It, Do It, Know It, Print It.
○ Can use Print It mode to create Training Documentation.
● Cons
○ No one-on-one interaction with instructor. No ability to ask questions.
○ Big undertaking for initial development. Complete redo if you go from
12-13.
○ Difficult to keep updated. Not often able to use the out-of-the-box
content.
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www.regoconsulting.com
Phone: 1-888-813-0444
Make it Work
● Keep it updated.
○ This is often CAPA’s undoing.
● Make it Multi-Task.
○ Use the Print-it mode to generate QRGs, process documentation,
printable training materials.
● Make the context work.
○ Users like when the get lessons that match the screen from where
they have searched.
● Role-Based
○ Configure the lesson outline to be filterable by role.
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www.regoconsulting.com
Phone: 1-888-813-0444
Best For
● New Functionality.
● Refreshers on Key Topics.
● In-the-moment information. I’m in Clarity right now, and want
to know how to do this.
● Creating material once, using it twice.
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www.regoconsulting.com
Phone: 1-888-813-0444
Other Training Approaches
www.regoconsulting.com
Phone: 1-888-813-0444
Recorded Sessions
● Recorded version of a previously delivered webex or in-person
session.
● Work best when they’re short.
● May be “sloppy,” and include questions, portions that are
difficult to hear, etc.
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www.regoconsulting.com
Phone: 1-888-813-0444
Supplementary Approaches/Materials
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Quick Reference Guides
Job Aids
Brown Bags
Q&As
FAQs (in Clarity!)
Ask the Instructor
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www.regoconsulting.com
Phone: 1-888-813-0444
Building Successful Training Courses
www.regoconsulting.com
Phone: 1-888-813-0444
Making Any Training Successful
● Start using it.
○ Trainees should get into Clarity and start using it for their real-life
activities as soon as possible after class.
○ Don’t come to class if you’re not ready to use the tool.
● Support from Management.
○ Management is on board with their resources using the tool. They are
actively logging in to Clarity and looking at things.
○ Along the same lines, they’re utilizing Clarity’s
dashboard/portlet/reporting capabilities. They’re not asking their
PMs/RMs to put together 5-page PPT status decks each Friday.
● Provide ongoing support.
○ Ensure supplementary materials are available, brown bags are being
held. Tips & tricks are being shared. Users have the question/feedback
routes they need.
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www.regoconsulting.com
Phone: 1-888-813-0444
Making Any Training Successful
● Less slides, more hands-on
○ Spend as much time as possible in the tool. Test out the new
functionality. Create instances of objects. Do the things the users will
have to do in “real life” after class ends.
● Make it applicable
○ Exercises and examples should be a close to real-life examples as
possible. Don’t use “Task 1, Task 2, Task 3” in the WBS. Use phases and
activities that make sense to the attendees.
● Separate the process from the Tool
○ If possible, users should be aware of the processes before they come
to training. Training, then, can focus on simply how do you execute
this process you already know about in this new tool.
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www.regoconsulting.com
Phone: 1-888-813-0444
Building A Training Plan
www.regoconsulting.com
Phone: 1-888-813-0444
v12 (or earlier) to v13
● Videos
○ Use for general changes – this is what it looked like in 12, this is what it
looks like in 13.
● Webex
○ Use for big changes – new Portfolio functionality, Cost/Benefit/Budget
Plans, areas where your business processes have changed.
● In-Person
○ Major functionality shifts, or as refreshers/replacement for webex
sessions if possible.
● QRGs
○ Focused on key topics, major nav/access differences.
● Brown Bag
○ Ongoing support for users as they adjust to the new version.
● Other?
37
www.regoconsulting.com
Phone: 1-888-813-0444
New Deployment
● Video intros to Clarity
○ General Nav
○ Time Entry
○ Other simple topics
● In-Person, Role-based training, if possible.
○ Review the items from the videos, then dive-in to role based
functionality.
○ Exercises for Key Topics.
● QRGs as Takeaways
○ Focused on Key Topics
● Time to Ask Questions
○ Open Labs, Brown Bags, Hotline, Refresher Sessions, supplementary
CAPA/Videos/documentation.
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www.regoconsulting.com
Phone: 1-888-813-0444
Onboarding New Users
● Videos
○ Intro Topics – General Nav, Time Entry
○ Key Topics – enough to get them up and going.
● WebEx
○ Live or recorded – enough to get them up and going.
● QRGs
○ Focused on Key Topics
● CAPA
● In-Person, Role-based training, as possible.
○ Less of a full start to finish, more of a refresher on key topics, questions
specific users may have.
● Time to Ask Questions
○ Open Labs, Brown Bags, Hotline, Refresher Sessions, supplementary
CAPA/Videos/documentation.
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www.regoconsulting.com
Phone: 1-888-813-0444
Releases/New Functionality
● Videos
○ One or series for each functionality release.
● QRGs
○ Focused on Key Topics
● Webex/In-Person
○ If major functionality release (e.g., Financials, Portfolios).
● CAPA
● Time to Ask Questions
○ Open Labs, Brown Bags, Hotline, Refresher Sessions, supplementary
CAPA/Videos/documentation.
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www.regoconsulting.com
Phone: 1-888-813-0444
Group Discussion
www.regoconsulting.com
Phone: 1-888-813-0444
Adecco – Christy Childers
● Christy and her team led a global deployment of Clarity to 1500
users in 15 countries.
● Their training team travelled to each country and delivered 3 days
of role-based on-site training for new users.
● Lessons Learned:
○ Training should have been conducted in local language as needed. At a
minimum, training materials should have been translated into the local
languages for reference post training.
○ Long-term support resources should have been placed in each
country/region following initial training. We learned the hard way that
resources won’t ask questions unless they can walk over to your desk.
○ Ideally, training should have been delivered in smaller components so the
user could absorb the information. All the material, i.e., Clarity and Project
Management processes, was too much information to absorb in a three
day period.
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www.regoconsulting.com
Phone: 1-888-813-0444
Levi Strauss – Karen DuPlantis
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www.regoconsulting.com
Phone: 1-888-813-0444
General Discussion Topics
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v12 to v13 success stories/lessons learned
To print or not to print
Lots of screenshots, vs. no/minimal screenshots
Other approaches that have worked for you
Your biggest training challenge
Your biggest training success story
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www.regoconsulting.com
Phone: 1-888-813-0444
Questions
Contact US
Thank you!
888.813.0444
Email
[email protected]
[email protected]
[email protected]
Website
www.regoconsulting.com
45
www.regoconsulting.com
Phone: 1-888-813-0444
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Maximizing Your Training Strategy