Ann Schmenk Sara Garvey

1. Ann SchmenkSara Garvey Maximizing Your Training Strategy: Tools of the Trade

2. 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.

3. 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?

4. About Us • Ann Schmenk – ann.schmenk@regoconsulting.com • First Clarity Version: ABT Results Management Suite – the beginning! • Year: 1996 • Favorite Training Method: Instructor-led • Training For: 23 years • Sara Garvey – sara.garvey@regoconsulting.com • First Clarity Version: 7.5.2 • Year: 2005 • Favorite Training Method: Videos & Instructor-led • Training for: 10 years

5. Agenda • Building a Training Plan • 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! • The Dreaded 8-Hour Session • Training Approaches: What to Use When? • In-Person Training • Web-Based Training • Videos • CAPA • Other Approaches

6. Training Approaches: What to Use When

7. 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.

8. 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?

9. Training Approaches In-Person Training

10. 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.

11. 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.

12. 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.

13. 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.

14. Best For • New deployments. • Major functionality rollouts (e.g., Financials, Time Entry). • New user onboarding. • Others?

15. Training Approaches Web-Based Training

16. 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.

17. 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 • 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.

18. 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.

19. Best For • New Functionality. • Refreshers on Key Topics • Intros (Time Entry, General Navigation, etc.) • Others?

20. Training Approaches Video Training

21. 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.

22. 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.

23. 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.

24. Best For • New Functionality • Refreshers on Key Topics • Intros (Time Entry, General Navigation, etc.) • Others?

25. Training Approaches CAPA

26. 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).

27. 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.

28. 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.

29. 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.

30. Other Training Approaches

31. 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.

32. Supplementary Approaches/Materials • Quick Reference Guides • Job Aids • Brown Bags • Q&As • FAQs (in Clarity!) • Ask the Instructor

33. Building Successful Training Courses

34. 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.

35. 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.

36. Building A Training Plan

37. 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?

38. 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.

39. 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.

40. 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.

41. Group Discussion

42. 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.

43. Levi Strauss – Karen DuPlantis

44. General Discussion Topics • 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

45. Questions Thank you! Contact US 888.813.0444 Email info@regoconsulting.com sara.garvey@regoconsulting.com ann.schmenk@regoconsulting.com Website www.regoconsulting.com