Revolutionary Training Technologies that Can Rock Your Business
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Transcript of Revolutionary Training Technologies that Can Rock Your Business
© 2016 Assima 1
REVOLUTIONARY TRAINING TECHNOLOGIES THAT CAN ROCK YOUR BUSINESS
Matt HoytClient Partner
Dr. Mike LawClinical Assistant Professor
© 2016 Assima 2
Examples of Large Systems
What large systems do you use? How do you currently train on them?
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What is the attention span of the average person?
A. As low as 8 SecondsB. 8 MinutesC. 30 MinutesD. 1 Hour
But First…
*Data cited from National Library of Medicine & National Center of Biotechnology Information
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Answer:
A. As low as 8 SecondsB. 8 MinutesC. 30 MinutesD. 1 Hour
But First…
*Data cited from National Library of Medicine & National Center of Biotechnology Information
For reference: a goldfish has an attention span of 9 seconds!
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What you’ll learn…
• New technologies for handling systems implementations & functional upgrades
• Where your ROI can be enhanced through training technologies
• Innovations in performance support and how they can impact your business
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What is driving the need for training and performance support?
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• What kinds of large or complex systems have you implemented in the past?
• What considerations have to be made when choosing a training technology?
• How do you measure success?
Things to Consider…
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• Anyone who has been charged with developing a training solution for a large system rollout knows that there are many constraintsand limitations that you have to overcome along the way prior to the go-live date.
• One challenge is the constant effort to stay in sync with the application development team so learning content and simulations reflect the actual go-live version of the application. • With AGILE development methodologies becoming even more
common, the amount of change to keep up with is enormous.
• Learning development tools need to be just as flexible and adaptable as the ones being used by the application developers.
Achieving Success
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This is how it can feel…look familiar?
Traditional Training Solutions
Traditional training solutions can feel like organized chaos.
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Traditional Training Solutions
Traditional training solutions can feel like organized chaos.
The Traditional Solution:Updating / Modifying Content
Scenario: • Adding a button + sanitizing sensitive data
Options:• Recapture content or manually make changes
Risks:• Labor intensive + time consuming• Difficult for changes to match capture• Requires duplicate changes to live training
environment
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How do we get around the pain points of traditional solutions?
The future is…
CLONING!
Revolutionary Training Technology
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What is Cloning?
SINGLE SOURCE
Capture Clone
Automatic Generation of Content
MULTIPLE OUTPUTS
DOCUMENTATIONSYSTEM SIMULATIONS
Virtual sandbox Demo Practice Evaluation Online Help Job Aids Work Instructions Presentations
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Revolutionary Training Solutions
Traditional training solutions can feel like organized chaos.
Cloning Solution:Updating / Modifying Content
Scenario: • Adding a button + sanitizing sensitive data• Expanded to Translation
Options:• Re-capture content or manually make changes
Alleviated Risks:• No longer labor intensive + time consuming• Easy for changes to match capture• Live training environment maintaining not applicable
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Development ROI: Traditional vs. Revolutionary
What is being captured and how many capturesare required? Traditional Revolutionary
50 Processes in English 50 5050 Processes, 2 data sets in English 100 5050 Processes, 2 data sets in English & Spanish 200 5050 Processes, 3 data sets in English & Spanish 300 50
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About 70% of what we learn, we learn from doing
70-20-10 enhances individual responsibility: Individuals manage their own learning
This requires relevant information delivered at the moment of need through the most efficient method
10%Formal TrainingEssentials (process, impact), end-user learning journey,business led ILT
20%Informal LearningReading, talking networks,colleagues, Yammer,community of practice
70%On the JobPractice / experience / guidance
KEY POINTS
70-20-10 Model:Get more out of your training
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Traditional training solutions can feel like organized chaos.
Can we supplement and gain more value out of what our users learn from formal training by implementing performance support?
• Most people learn how to perform their jobs once they are in their roles after the initial training courses are complete.
• It’s believed that we get about 10% of our learning from formal sources, 20% from the informal and social interactions with co-workers, coaches, mentors, and resources available, and another 70% with on-the-job experience.
• This includes all of the ways in which we solve problems, make decisions, learn new skills, and self-support our way through whatever impasse of knowledge and skills we encounter while in the actual workflow.
• How do we provide a learning and support infrastructure to support all of this?
70-20-10 Model:Get more out of your training
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Learning Transfer Challenge
T I M E T O C O M P E T E N C Y
Concept &Task Mastery
On-the-JobCompetency
T R A I N T R A N S F E R
ContinuousImprovement
Performance Support (PS) InfrastructureS U S T A I N
??
Performance Support (PS) Infrastructure
Used with Permission from Bob Mosher
How do we sustain competency in an ever-changing work environment?
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Traditional training solutions can feel like organized chaos.
• The previous slide demonstrates the common dilemma we face when trying to create and maintain a skilled workforce.
• The red curve reflects what we hope to get out of the training. We develop new knowledge and skills and the learners can demonstrate them upon completion of the training.
• But what happens when they go back to the job environment and engage in the workflow?
• Skills that are not used quickly begin to decay overtime as reflected in the downward curve representing learning transfer.
• We want to achieve a continual upward curve demonstrating learning and competency increases over time.
Learning Transfer Challenge
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Traditional training solutions can feel like organized chaos.
The Missing Ingredient…?
Learning Transfer Challenge
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Sustaining Competency
T I M E T O C O M P E T E N C Y
Concept &Task Mastery
On-the-JobCompetency
T R A I N T R A N S F E R
ContinuousImprovement
Performance Support (PS) Infrastructure
S U S T A I N
CONTINUOUS IMPROVEMENT IS ENABLED BY PERFORMANCE SUPPORT
Used with Permission from Bob Mosher
Performance Support sustains competence in an ever-changing work environment
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Traditional training solutions can feel like organized chaos.• A performance support infrastructure can fill in the gaps and help
employees continue to sustain continuous improvement and maintain levels of competency.
• Learning will continue to take place through resources provided by your organization, and paired with a strong performance support infrastructure the likelihood that employees are going to self-support their way to maintaining competency is much greater.
• So, why not just support everything instead of providing training?
Sustaining Competency
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Task Frequency/Criticality Support Matrix
Very Critical
NotCritical
Low Frequency High Frequency
Training
Support
Blend
Blend
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Traditional training solutions can feel like organized chaos.
• The previous slide demonstrates the key dimensions for consideration when formulating a learning & support strategy.
– It’s important to start with an analysis of the performance context and conditions.
• The lower-left quadrant represents tasks that are both infrequently performed and are of low critical impact if they go wrong.
– For example: filing out a form that you only do once or twice a with no major impact to the business if there are errors.
• At the opposite end of the spectrum are the tasks that are both critical and performed frequently.
– For example: operating a lift truck in a retail store environment is both common and something that can have serious consequences if performed incorrectly or unsafely.
• The vast majority of job roles require knowledge and skills that would benefit from a blend of both training and performance support options.
Task Frequency/Criticality Support Matrix
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Critical Business Factors & KPIs
Metrics & Analytics Tied to Key Performance Indicators:
• Speed to competency for new applications and processes
• Cost avoidance in retraining costs with system updates
• Reduction in Help Desk calls
• Decrease in user errors
• Faster transaction processing for POS
• Increase in Customer Satisfaction
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Traditional training solutions can feel like organized chaos.• One advantage to providing performance support as part of the overall
strategy is that it makes it easier to link your analytics to key performance indicators that the business cares about.
• The important factor in measurement is to establish a baseline up front prior to implementation of these metrics and analytics so that you can compare against the post-intervention results or KPIs.
• For example, if you establish that the number of Help Desk calls rise significantly by a certain percentage following the implementation of a new application then being able to compare the same metric with your usage analytics on the performance support solutions you launched at the same time could allow you to show favorable correlations.
Critical Business Factors & KPIs
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recognizes user; checks roles
and rights
monitors user interactions
analyzes context to guide and intervene
tracksusage and performance
What does Performance Support look like?
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Revolutionary Training Solutions
Traditional training solutions can feel like organized chaos.
Performance Support:In-application Guidance
Scenario: • New User performing pay rate process
Assistance Options:• Enterprise-wide content access• Pushed content within application• In-application search• Step-by-step guidance• Error mitigation
Behind the scenes:• Analytics mapping user actions
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Summary
• New technologies for handling systems implementations & functional upgrades can help your business
• Cloning technology provides an efficient, easy way to train your workforce
• ROI can be measured and enhanced through revolutionary training technologies
• Innovations in performance support can impact your business
© 2016 Assima 2929
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Matt [email protected]@MatthewLHoyt
@AssimaPLC
Dr. Mike [email protected]