D O N ’ T G I V E M E T R A I N I N G - Ontuitive...As an example, upgrade pitfalls for IT to...

D O N ’ T G I V E M E T R A I N I N G

www.ontuitive.com 0


www.ontuitive.com 1

EXECUTIVE SUMMARY

Enterprise application adoption is less than 50%, and employee productivity

actually drops when implementing new enterprise applications.1

The enterprise depends on a variety of business and productivity applications. Your employees rely

on them to complete tasks, process work, service customers, communicate, collaborate on

projects, schedule their time, organize meetings, share documents, and create deliverables – and

this list is just scratching the surface of all the day-to-day tasks that require the use of enterprise

applications.

Your impending migration and/or deployment will have an impact on your organization, whether

it’s purchased or custom built. You can ensure the impact is positive, and we can help. Having

worked with hundreds of customers on application migrations and deployments including

common applications such as ERP and CRM, or functional/industry specific applications, we’ve

developed methods that allow IT to not only address the technical aspects of these projects, but

also make a significant net positive impact on user adoption, organizational productivity, helpdesk

costs, and employee satisfaction. The recommended migration and deployment methods

discussed in this paper include:

• Deliver Minimal Training: Rather than putting employees through hours of

timeconsuming training or e-learning, give them a quick introduction to the most

important new features; show them new and productive ways to work individually

and in teams. Most importantly, focus training efforts on showing them how to find

answers when they get stuck, or are confused.

• Enable Knowledge Transfer: Embed Performance Support directly within the

applications to make sure employees are able to solve their issue in 2-clicks and 10-

seconds. This is where you’ll point them to answer their own questions as they come-

up. Embedded Performance Support must be both context sensitive and provide “just

enough” support to get employees back to work quickly.

• Sustain Performance: Communication to employees must be regular and focused on

adding additional value to their migration experience. Survey your employees to ask

what’s working and what’s not, and then share the results with links to relevant

Performance Support topics. Remind them how to access Performance Support when

they have an issue. Use the analytics offered by vendors, like Ontuitive, to show them

the most frequent topics accessed by fellow employees.

TOP 5 DEPLOYMENT/ MIGRATION HAZARDS What are we so afraid of? In our experience the top 5 leading hazards usually

associated with a software deployment and/or migration are:

1. Increased Helpdesk Call Volume. With improperly implemented rollouts, tierone

helpdesk calls rise; often rising past the point of the ability for the helpdesk operators to

handle the load, with the need for added IT support employees, or long hold times for

callers. Additionally, these helpdesk calls are not cheap: the average tier-one call costs

$24.2

2. Lost employee productivity. Business managers will complain about lost hours due to

either the time spent in the classroom or on the computer with e-learning. OR, due to

the hours lost via the hunt and peck method, where more time is spent trying to figure

out and adjust to the new applications than is spent on actual real productive work.

And, it appears, most do have good reason to be worried. “According to a McKinsey

Table of contents EXECUTIVE SUMMARY ........................................ 1

TOP 5 DEPLOYMENT/ MIGRATION HAZARDS ..... 1

SUMMING IT UP ............................................. 1

MAKE THE IMPACT POSITIVE – WITH LESS

FORMAL TRAINING ............................................. 1

COST-SAVINGS ............................................... 1

EMPLOYEE PRODUCTIVITY ............................. 1

EMPLOYEE SATISFACTION .............................. 1

METHODS FOR A NET POSITIVE

DEPLOYMENT/MIGRATION ................................. 1

DELIVER MINIMAL TRAINING: ........................ 1

ENABLE KNOWLEDGE TRANSFER: .................. 1

SUSTAIN PERFORMANCE: .............................. 1

CASE EXAMPLES .................................................. 1

References ..................................................... 1


www.ontuitive.com 2

report, employees spend 1.8 hours every day—9.3 hours per week, on average—

searching and gathering information. Put another way, businesses hire 5 employees but

only 4 show up to work; the fifth is off searching for answers, but not contributing any

value.” 3

3. Frustrated Employees. Users become dissatisfied when frustrated. When previously

simple tasks change, become not as simple, users become frustrated. Dissatisfied

employees are a drain on the organization. Satisfied employees are proven to be more

creative, complain less, learn faster, have more energy, make better decisions, etc.

Dissatisfied employees, on the other hand, cost the company. The conservative

estimate for one unhappy employee, with the annual salary of $40,000, boils down to

lost productivity, brain drain on fellow employees, more sick days, turnover, etc., costing

companies an average of 38,700 per unhappy employee.4

4. Doing Nothing to Support Employees. With many competing priorities within IT, it’s

easy to understand why a software deployment or migration does not receive priority

attention. That being said, it’s clear that the rollout needs to happen and that there are

dangers associated with not doing it well. Many IT organizations have tried upgrading

without providing any sort of support or training for their employees. In this “do

nothing” approach, they view support as an unnecessary cost, and make the assumption

that employees will simply adjust, or find answers on their own. And they will. And they

do. At a cost. “Doing nothing” results in a huge spike in tier-1 helpdesk calls, which

obviously results in increased costs, decreased user satisfaction, and an incalculable loss

of employee productivity.

As an example, upgrade pitfalls for IT to avoid with Office 2016, which included:

There is a significant change between Office 2010 and Office 2016. It not only looks

different but also performs differently. Employees cannot be expected to simply figure

things out after a migration. Helpdesks need to be ready at hand and not abandon

employees to find their way.

The new features in Office 2016 will help maximize return on investment for IT

departments. However, companies should not assume that employees will figure out

how to use the new Office 2016 enhancements.

5. Do the Wrong Thing. Another option is supporting employees by putting e-learning in

place. This is tempting too because there's plenty of it out there with much of it being

very inexpensive, or even free. The problem is, after all the effort you expend putting it

in place, employees either won't use it or, if they do, they won't remember most of what

they've learned (studies show that within 30 days people forget 90% of their training)5,

and this option, like the "do nothing" approach, almost always results in the same

deluge of helpdesk calls.

SUMMING IT UP

The migration/deployment “fear factor” many IT executives feel is simple to explain; very little

upside benefit and plenty of downside risk, or possible hazards. Here at Ontuitive we see things

quite differently. In our view, an enterprise application deployment or migration presents a unique

opportunity for IT to lead the company to reduced reliance on the helpdesk, increased

productivity and efficiency, and improved employee satisfaction.

“Ontuitive has helped us

improve the productivity

of thousands of

employees and eliminated

significant training costs.”

~Jeremy Smith, Senior Manager of

Learning Solutions with Herman

Miller.


www.ontuitive.com 3

MAKE THE IMPACT POSITIVE – WITH LESS FORMAL TRAINING Don’t miss an opportunity to make a positive, and noticeable, impact on your organization’s

bottom line and productivity levels. With most IT leaders just expecting to “survive” an enterprise

application rollout or migration, you now have the possibility to make a significant, positive impact

on your organization in the following areas:

COST-SAVINGS

Imagine as a company of 5,000 employees if you were able to generate an annual cost-savings of

$415,000. Just in the IT department. Just on the helpdesk support budget line item. Believe it or

not, this kind of cost-savings can be driven from your application deployment and/or migration

project. We’ve seen customers, including a large global business services firm, achieve these

results.

Using conservative figures, a migration or deployment, aided by Performance Support, is able to

reduce helpdesk calls by 15%, reduce call handle time by 10%, and reduce repeat calls by 5%.

Help Desk Costs

Assumptions Calculations

Users 5,000 Volume Reduction 9,000

Calls/User/Year 12 Cost Savings $216,000

Total Calls 60,000

Cost/Call $24.00 Duration Reduction 5,100

Volume Reduction % 15% Cost Savings $122,400

Duration Reduction % 10%

Repeat Call Reduction 5% Repeat Call Reduction 2,550

Cost Savings $61,200

Total Cost Savings $399,600

EMPLOYEE PRODUCTIVITY

The Bureau of Labor statistics reports that “Employee productivity is decreasing for the first time

in more than 10 years.”6 Just one, very costly, example of how this is happening can be illustrated

through a group of employees collaborating on a set of documents.

Very often, especially within large organizations, the way in which small groups manage shared

documents varies from team to team, and project to project. Some prefer SharePointTM; others

prefer the shared drive; while others prefer to circulate documents via email. In the worst case, all

three of these methods are being used by a single team.

Without an agreed upon method, a single team can waste a great deal of time (and storage space

on your servers) handling multiple versions of documents, locating the latest version, sending

emails, and uploading to multiple and often redundant locations. The reality is that on average

employees spend 2.5 hours per week locating documents,7 with 68% of workers accessing more

than three systems daily to complete their jobs successfully.8

Now imagine IT leading a company-wide, standard process for document collaboration. Project

teams wouldn’t have to waste time coming-up with their own method of collaboration. Team

members wouldn’t waste time searching for documents, or working with out-of-date versions. The

The Performance

Support Results are a

“Quantum Leap” in

terms of time savings

and process consistency. ~ Sales Leadership at Cigna


www.ontuitive.com 4

impact could be immediate and wide-spread. Even under conservative assumptions, if IT could

save an organization of 1,000 users with an average salary of $60,000 five minutes per day it

would add-up to $600,000 annually just in employee productivity.

Employee Productivity - Document Collaboration

Assumptions Calculations

Employees 1,000 Cost Saving/Employee $600

Daily Time Savings (minutes) 5

Weekly Time Savings (minutes)

25

Annual Time Savings (hours) 20

Average Salary $60,000

Hours/Year 2,000 Total Cost Savings $600,000

EMPLOYEE SATISFACTION

One of the most frustrating things for employees is not being able to find the functions they use

regularly within an updated version of an application. Many employees, not understanding or

appreciating the need for an upgrade, will think that IT blindly made changes to “their” computer

and are therefore out of touch with what’s important to the business (productivity). This is

obviously not the impression we want employees to have of IT.

We’ve found that focusing on the most frequently used functions can be a helpful mitigation

strategy. The following is a list of the top 3 most commonly supported post-migration Microsoft

Office issues that Ontuitive has compiled after hundreds of customer projects:

# Application Topic

1 Outlook Out of Office

2 Outlook Create Signatures

3 Outlook Add other user’s mailbox or folder to folder list

4 Excel SUMIF

5 Outlook Open other user’s folder from menu

Properly supporting employees within current and new applications is a great opportunity.

However, you provide even more value (and satisfaction with IT) by showing employees some new

tricks to help make them more productive.

For example, the following are some of the top new Office 2016 features according to InfoWorld9:

• Word, Excel, PowerPoint: Smart Lookup;

• Outlook: Recent documents

• Excel: New charts.

“Everyone is beyond

thrilled to have the FYI

online site up and running

- great job and thank you

for your partnership - it

was a real pleasure

working with you and

your team!” ~ Svetlana Yedreshteyn, Senior

Training Specialist at NYU

Langone Medical

Center


www.ontuitive.com 5

METHODS FOR A NET POSITIVE DEPLOYMENT/MIGRATION DELIVER MINIMAL TRAINING:

Rather than putting employees through hours of time-consuming training or e-

learning, give them a quick introduction to the most important new or updated

features; show them new and productive ways to work individually and in

teams. Most importantly, focus training efforts on showing them how to find

answers when they get stuck, or are confused.

Training is often synonymous with a classroom, or an e-learning course offered to employees. This

couldn’t be further from the recommended migration method, if for no other reason than studies

show that employees retain about 10% of what they learn through traditional approaches.

Classroom and e-learning can be expensive and require employees to spend time away from their

productive work. Especially with migrations, where most employees already know how to use the

current version, traditional classroom and e-learning are unnecessary.

The recommended method is to start with no more than 60 minutes of an employee’s time. Spend

the first 30 minutes providing a quick overview of the new and most important features likely to

change in their daily work. Showing the employee the critical new functions and updates is most

effective when done visually, using an example they can easily refer to once the session is over.

ENABLE KNOWLEDGE TRANSFER:

Embed Performance Support directly within the applications to make sure

employees are able to solve their issue in 2-clicks and 10-seconds. This is

where you’ll point them to answer their own questions as they come-up.

Embedded Performance Support must be both context sensitive and provide

“just enough” support to get employees back to work quickly.

Unlike traditional classroom training and e-learning, Performance Support enables employees to

solve their own issues, at the moment of apply, in just 2-clicks and 10-seconds. Through this

method, employees are not expected to retain knowledge that ultimately goes out-of-date too

fast; they are instead given easy and quick access to knowledge when it is needed most, on the

job.

It’s these three easy rules that Performance Support solutions live by. Effective Performance

Support is:

1. Embedded into the application or business process;

2. Contextually relevant to the worker in the business process or in the application; and,

3. “Just enough” The right amount of support is provided, starting with quick steps, then

allowing drill-down into greater levels of detail, as needed.

For example, within the context of Salesforce.com’s CRM application, Performance Support would

look like the following. You’ll notice Search capabilities allowing the employee to search for a topic

of interest and Contextual Support, summoned by the employee, is automatically providing

contextually relevant support. In the case below the employee is trying to convert a lead.


www.ontuitive.com 6

The power of Performance Support is that it’s not only contextual (it knows what screen you’re

on), but offers “just enough” support. In the example above, the user is presented with Quick

Reference Steps first, which will usually provide enough support to get them back to work in

seconds. If not, “Details” on the topic are provided and available, as well as an interactive

“Exercise”.

As users, we’ve become a world of on-demand knowledge gatherers. We now need knowledge

when we need it (3.5 billion Google searches are completed each day)10. In addition to the 9.3

hours a week employees spend searching for information online and through other employees,

studies also show that users spend an average of 2.5 hours per week trying to locate documents

they need from local, company, and cloud repositories.11 That adds up to a total of 76 days a year

spent searching!

One of the main benefits of Performance Support is that it eliminates the need for an employee to

leave productive work in order to ask a question, or solve a problem. This adds hours of productive

work to the employee’s weekly routine and your company’s bottom line. However, the reality is

that some employees will still call the helpdesk.

The Helpdesk is a big part of deployments and migrations, with this there’s also an incredible

opportunity for them to change the way support staff handle helpdesk calls. Rather than spending

several minutes on the phone guiding the employee to a solution, the helpdesk employee can

simply direct them to the appropriate Performance Support topic by sending an email link directly

to the employee, allowing them to not only solve their problem within 10-seconds, but also solve

it for themselves.

This method of support not only gets the caller off the phone quickly, but it also encourages a

culture of self-service. These methods have had such a positive impact on Ontuitive’s customers

that we’ve created a Performance Support interface just for helpdesk employees.

SUSTAIN PERFORMANCE:

Communication to employees must be regular and focused on adding

additional value to their migration/deployment experience. Survey your

employees to ask what’s working and what’s not, and then share the results

with links to relevant Performance Support topics. Remind them how to access

Performance Support when they have an issue. Use the analytics offered by

vendors, like Ontuitive, to show them the most frequent topics accessed by

fellow employees.

As part of your rollout you’ll certainly develop a communications plan. It is important to plan for

communications before, during, and after the event. What IT organizations often neglect is


www.ontuitive.com 7

postrollout communication which can actually have the greatest impact on employee

performance,

productivity, and the ultimate success of your deployment or migration. The following elements

focus on post-launch communication strategies which can be implemented with a combination of

email, social, and other communication channels used by your company.

A survey is a powerful migration and deployment follow-up tool. Focus your first survey on what’s

working and what’s not. Ask employees which new/updated functions are helping them to be

more productive, and which ones are slowing them down. Focus your survey on productivity.

When the results come in you’ll receive some valuable insights for the IT team, but more

importantly you’ll have valuable insights to share with the rest of the company. And do just that;

pull together the results and share them with the company. Show them what some of the “early

adopters” have figured-out to help them be more productive, and then highlight common

challenges. For each, point employees to relevant Performance Support topics so they can learn

from the survey as well.

In addition to the survey, you’ll also want to remind employees of how to access Performance

Support on a fairly regular basis. We recommend a regular email from IT with an “Enterprise

Application Tip of the Month” which includes a link to a Performance Support topic, along with a

reminder of how to use Performance Support to answer all their questions.

Perhaps most importantly, your Performance Support solution should come with analytics allowing

IT to see the most frequently accessed topics. So, for example, you’ll know that 200 employees

accessed a specific topic. Perhaps you didn’t know this was a commonly used feature/problem,

but now you can communicate how to properly use this feature to the remainder of the

employee-base since they too are likely struggling with the same issue. Performance Support

analytics, like those offered by Ontuitive, allow you to monitor your rollout, identify weak spots,

and then address them by communicating to employees proactively, before they call the helpdesk,

bother a colleague, or make a mistake

CASE EXAMPLES A global oil company leveraged Performance Support within their SAP primary operations platform

(Contracting/Procurement, Finance, Marketing, MES, Project systems), and with the solution were

able to:

• Increase workplace productivity & efficiency;

• Serve various learning styles and starting points;

• Accelerate employee time to proficiency;

• Improve compliance, reduced errors & re-work; and,

• Decrease training and on-going support costs.

Additionally, one of the largest American insurance companies implemented a Performance

Support solution for their claims processing system, reaching more than 13,000 independent

users, and was impressed with similar results to those above.

In closing, a global systems integrator, with more than 13,000 employees, leveraged Performance

Support to mitigate increased helpdesk call volume and call duration. The result was a double-digit

year-over-year reduction in helpdesk call volume, a “significant” reduction in call duration, and an

80% decrease in anticipated classroom training costs. This is on top of the significant (but not

measured) increases in employee productivity due to faster issue resolution, and the elimination

of time away from work for classroom training and e-learning.

“We wanted to provide a

flexible learning solution

for the upgrade that

encouraged users to take

greater responsibility for

their own support, so they

could quickly resolve their

queries and without

taking time out to

complete lots

of training.” ~ Alison Henrywood, ICT

Training and Development Officer

at Warwickshire

County Council


www.ontuitive.com 8

Migration case examples have included:

• Dutch Railways’ 8,500 user migration;

• Warwickshire Country Council’s 5,000 user migration; and,

• A 50,000-user migration by an international beverage company.

Again, these are just a few examples of how Performance Support makes deployments and

migrations easy. With Performance Support clients such as: Liberty Mutual, Hewlett-Packard,

JetBlue, TATA Steel, and Herman Miller the hours and dollars that have been saved are countless.

References

1. Neochange 2012 Adoption Insights Survey

2. http://www.abridean.com/default.asp?mn=1.3.82

3. Various Survey Statistics: Workers Spend Too Much Time Searching for Information Cottrill

Research . November 8, 2013.

4. http://choosepeople.com/roi-of-a-happy-company

5. Original study completed by: Hermann Ebbinghaus. Sourced from: Brain Rules: 12 Principles

for Surviving and Thriving at Work, Home, and School, by John Medina

6. Bureau of Labor Statistics: http://data.bls.gov/timeseries/PRS85006092

7. Blame Email, Not Web, For Lost Productivity. Ari Herzog. May 31, 2011.

8. A Guide to Document Comparison and Security for Corporate Legal. Osterman Research

Report. April 2009.

9. http://www.infoworld.com/article/2985472/office-software/first-look-top-10-features-

office-2016.html

10. http://www.internetlivestats.com/google-search-statistics/

11. Blame Email, Not Web, For Lost Productivity. Ari Herzog. May 31, 2011.

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