Increasingly tasks are being automated and newer applications are running complex tasks, one of the biggest hurdles, is to train the existing staff on the new application. Most of the companies these days are implementing Customer Relationship Management software, a new and better way to engage holistically with the customers.

Most of the times, a manager is lost as this does not fall under the preview of Core HR training, therefore leaving the manager with little or no support. Moreover error rates or slow uptake can be detrimental to the operations and could even impact the manager’s the next appraisal. The targeted remediation model ensures that training resources are deployed efficiently and directly at the source of the problem. Our end goal is in detailing the training methods that are most successful in driving end-user adoption.

Research indicates that effective training programs blend facilitated training methods with self-help tools. As a manager, you should select optimal training methods based on frequency of user errors and the impact of these errors on business operations. The greater the frequency or scope of errors, the more likely these errors will be resolved with live, facilitated training.

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The four primary training methods at your disposal are:

Super User Assistance

Trained business users who help their counterparts troubleshoot more complex problems

  • Use when the scope of current user errors is broad
  • Use when the impact of user errors on business operations is high (i.e., super user assistance should be reserved for situations in which misuse or errors could have a negative and costly impact on vital business processes)
  • Works best when error frequency is low, as there is a smaller pool of end users who will need to receive resource-intensive assistance from trained super users
  • Super Users and Vendor experts are often headquarters -based, so virtual classrooms or other travel-reduction strategies should be used so super user assistance training can be targeted at the correct end-users regardless of geographic location
  • Super Users can host “topical forums” in virtual classrooms to address specific vendor functions, compressing training completion times

Quick Reference Cards

A desktop reference card with detailed explanations on how to use an application and how to avoid common mistakes

  • Use when users display a relatively low frequency of errors
  • Use when the scope of business processes affected by user errors is relatively small
  • This method is a “quick win” that can have a high impact on productivity and efficiency with very little complexity of implementation
  • This method encourages employee self-service in training, which reduces use of super users and other, more resource-intensive options

E-Learning Portals

An online access point to training material and related resources

  • Use when end-users are complaining of a specific problem with the usability of the vendor application, such as transactions taking too long to complete
  • Use this training as a refresher course to help end-users when the scope of business processes affected by the user errors is low but the frequency of errors is high
  • Serves as just-in-time training, reducing the need for more resource-intensive classroom training
  • Ensure that references are task-specific to make training most efficient

Business Process Impact Walk Through

Classroom training that places system functionality in the context of business process and user workflow

  • Use when end-users are complaining of having more difficult using the new application or vendor than a legacy system
  • Use when the scope of user errors is broad and when there is a very high frequency of user errors amongst vendor users
  • Ensure that trainers have uncovered the transactions or processes that cause the most problems for users to ensure that resource-intensive classroom training is focused only on the most critical issues
  • Consider using classroom preparation tools for employees who will be trained in this manner to ensure that classroom time can be focused on critical learning opportunities rather than remedial learning

Thus by using, targeted end-user training you can drive adoption and increase application use without any trauma.

Jappreet Sethi

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