It is not uncommon for users to not know how to navigate the home screen after a CTRM implementation. I know, shocking. Time and time again, users do not receive proper training after the CTRM solution was implemented. The critical post go-live phases of the project, including training and user adoption, are often overlooked and undervalued.
In the CTRM Project Management Done Right series, we refer to the first phase after go-live as the Stabilization phase. During this phase, we make sure the solution is fully adopted. Part of the adoption process is to ensure that the business users can perform their daily activities in the system and that they are confident in doing so. We can accomplish this with thorough training and knowledge share.
Training and knowledge share are not afterthoughts. They are part of the project plan and embedded into the project from the beginning. Training needs to be planned, coordinated and tailored for each type of business user. In order to tailor training, we must first define the users. In this blog, we will review the different types of users and types of tailored training for those users.
Define Your Users
First, let’s define your users. An end-user is a person who will utilize the solution to complete a business operation. There are different types of end-users. Remember, every business user does not need to become a super-user, but at a minimum, every business user should have a high-level understanding of the system’s functionality – at least the ability to navigate the home screen!
Defining the end-users will help determine the type of training that needs to be coordinated later on. This is usually done upfront in the planning stage and at Veritas, we embed key members of the project team from the start of the project with a heavy emphasis on training in the stabilization stage. The structure of an organization will also assist in allocating end-users to their respective training; for example, Front, Mid and Back office. Trainings can be customized by first identifying the structure of an organization, then one of the groups below.
Generally, users in this group include management and above. These end-users do not rely on the solution to complete their business operations. On occasion, they may have to access the solution; for example, providing approval for an invoice that went above a certain threshold amount.
Users in this group include end-users that will run the organization’s business operations in the solution. These end-users rely 100% on the solution to perform their business operations. They access the solution every day; for example, an accountant entering invoices daily.
As mentioned in the Stabilization blog, super-users are members of a specific area of the business and who have learned the technology gives the project instant credibility. The super-users are typically able to explain to their fellow team members in a relatable way. The super-user also represents the connection between the business and IT organization. A super-user works closely with the day-to-day user.
Tailor Training to Your Users
All trainings should have a defined agenda, goals and objectives. For example, after an end-user completes the training, they should be able to enter an invoice in the solution. There are different types of training depending on what the objectives are and who the end-users are. Below are three categories of training that should be considered when organizing a training. Every end-user should fall into one of these categories. Each category typically correlates with the type of end-user, but some end-users may be in more than one.
High-level training is tailored for the occasional user; however, the day-to-day and super-users should also plan on attending to establish a good foundation. The objectives of this training should be to provide a general overview of the system architecture and functionality. The trainer should demonstrate how to login to the system and go over the look of the user interface and how it feels to navigate. External processes that are transitioning to the system should also be noted. Most importantly, inform the user who to contact if they need support.
The functional training is tailored for the day-to-day user but may include the occasional user. The objectives for this training should be a detailed walk-through on how to perform your day-to-day activities in the solution and ensuring the users have a good “user-level” understanding. Step-by-step interactive training accompanied by documentation is beneficial for the day-to-day user. Furthermore, interactive training will allow the user to get a look and feel for the system which will boost their confidence in adopting the new system and process. Once again, inform the user who to contact if they need support.
The super-user training is tailored for, you guessed it, the super-user. In general, occasional users in the high-level training would not attend. The objectives for this training are designed to support the super-user and day-to-day user. The training would focus on troubleshooting and problem-solving issues that arise daily. It is recommended to allow the user to absorb the high-level and functional trainings before immersing them into the super-user training. The learning curve should be gradual and not overwhelming. Once again, inform the user who to contact if they need support. If the support required is above the super-user’s comprehension, then the internal or external IT department would be contacted.
If an organization does not embrace the solution and processes after go-live, then the solution implementation will not be a success. At the end of the day, users should feel confident and comfortable using their solution. This will ensure the organization reaches optimal performance and realizes the full business value the solution was promised to deliver – and this is best accomplished by defining the users upfront, embedding them into the project plan and customizing training to their needs.
At Veritas Total Solutions, we specialize in CTRM Systems and believe our strong project management skills make us uniquely positioned to help clients through the stabilization phase and ultimately reach business value. If you are interested in learning more about our specific capabilities, contract us to learn more or subscribe to our blog to stay connected.