Successful Training Implementation through Continuous Learning

604

Successful Training Implementation

through a Continuous Learning Plan

Maria Leggett, Textron Inc.

March 24 – 26, 2010 Orlando, FL

Page 1Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc.

Company Confidential

Successful Training Implementation through a Continuous Learning Plan

Maria LeggettManager, Legal Business Analysis

1



Who’s Been Here?

2

I used to be able to do this in the old system.

This new system is so frustrating. It’s so complicated..

I don’t have time to learn something new.

I was told that I have to take this training.



Session Objectives

In this session, you will learn:

• How to analyze and assess learner feedback

• The components of a continuous learning training strategy to develop a training plan

• Strategies to keep training relevant and continuous by providing just-in-time learning to users

• Various techniques and tools to deliver training via a variety of mediums

3




Determine the Training

4



Survey Your Audience

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6

Find the Pain Points



Delivery Methods

7



Collect Feedback from the Experts

• Conduct focus group sessions with your business experts. Ask them how they envision the training.

• Create a Steering Committee of business experts and ask them to review the training plan, training materials.

8



Training Plan

Prepare a training plan that answers thesequestions:

Training CurriculumAudience Needs AssessmentResources and MaterialsDelivery MethodsEvaluation and MeasurementTraining Continuum

9

Handout: Training Plan Template



Training Curriculum

10

System Features

Target Audience

Preferred Delivery

Learning Blocks

Important Functionality

Competencies



Continuous Training Framework

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Break training into small modules that can be delivered in 1 to 2 hour sessions.



Opportunities for Practice

12

Provide opportunities for real world practice.




Develop the Training

13



Training Material

Variety of Materials in Different Formats

Training Manuals

Job Aids/Quick Guides

Getting Started Guides

Show Me Demonstrations

Frequently Asked Questions

Glossary

Weekly Tips

Embedded Help/EPSS

Monthly Newsletters

14



Getting Started Guides

15

On-boarding document for new users.



Show Me Demonstrations

16



Quick Tips

17

Point out tips and tricks that even experienced users may not know.

1-2 page document outlining tips

Great take-away for learners who attend training or participate in a survey.



FAQs and Glossary

18

Provide users 24x7 access to frequently asked questions.

Glossaries are helpful with complex terminology.



Weekly Quick Tips

19

Keep training fresh by sending weekly quick tips via email.

Use monthly newsletter as a larger forum to discuss several topics. Post newsletters to a SharePoint or Web site for future reference.



Embedded Help/EPSS

20

Provide learners with JIT in the application.



Training Delivery

Deliver training via different mediums

• Classroom ILT training

• Asynchronous e-Learning

• Synchronous ILT training via collaboration tools

• On the Job Training/Mentoring

• Video/Phone Conferences

• Mobile Applications

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Promote the Training

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Champion the Learning

• Secure support from key stakeholders within your organization.

– Recruit your champions to promote the learning via meetings or emails.

– Share training value with management and ask them to share with their direct reports.

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Communicate Changes Early

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@



Communicate and Promote

• Develop an organizational readiness campaign.

– Gather a team or representatives (power users, managers, anyone with who has a pulse for what the learners need) and engage them in the User Acceptance Testing.

– Recruit successful learners in a department or business unit to be the subject of a case study distributed to all learners.

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Sneak Preview

26

Preview of the software to prepare users on what they need to learn



Promote Training as a Solution

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Continue the Training

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Adjunct Support

• Enlist learners to continue the training momentum by delivering training to their department or business unit.

– Deliver Train-the-Trainer sessions to keep training consistent.

– Provide them with proper materials – finalized training presentations and instructor guides.

– Follow up with your adjunct support to ensure materials get feedback.

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Instructor Guide

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Training Portal

31



Provide Practice Opportunities

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Create a Learning Community

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Engage learners to learn from each other.

Start the forum with a tip and allow users to share feedback and tips.



Evaluate and Revise

• Gather Voice of the Customer (VOC)

– Assess the current level of the learners and define additional follow up training at scheduled times after the initial launch.

– Conduct Level 1 – 4 evaluations.

– Talk to Managers, Steering Committee Members, and Stakeholders.

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Session 604 – Successful Training Implementation through a Continuous Learning Plan – Maria Leggett, Textron Inc.

Page 1

March 24 – 26, 2010Orlando, FL

TRAINING PLAN

[PROJECT NAME]


Page 2


TABLE OF CONTENTS

SECTION 1.0 PROJECT OVERVIEW............................................................................................. 3

SECTION 2.0 BUSINESS NEEDS ..................................................................................................... 4

SECTION 3.0 TEAM.......................................................................................................................... 5

3.1 PERSON(S) / TEAM MEMBERS THAT ARE RESPONSIBLE FOR WRITING THE PLAN: .............................. 5 3.2 SPONSORS OF THE PLAN:.............................................................................................................. 5 3.3 KEY DEPARTMENTS / STAFF INVOLVED OR AFFECTED BY THE PLAN: .............................................. 5

SECTION 4.0 TRAINING CURRICULUM OUTLINE.................................................................... 6

SECTION 5.0 OTHER CONSIDERATIONS.................................................................................... 8

SECTION 6.0 REVISION HISTORY.............................................................................................. 11


Page 3


Section 1.0 Project Overview


Page 4


Section 2.0 Business Needs


Page 5


Section 3.0 Team

3.1 Person(s) / Team members responsible for writing the plan:

Name Email address Phone Number

3.2 Sponsors of the plan:

Name Email address Phone Number

3.3 Key departments / staff involved or affected by the plan:

Department Function # Staff Impacted


Page 6


Section 4.0 Training Curriculum Outline Training Title Competency

Addressed Suggested

Target Audience

High Level Agenda Items

Delivery Method and Availability

Priority


Page 7


Section 5.0 Resources and Materials Training Media PRINT MANUALS AND JOB AIDS, CBT, EPSS, FREQUENTLY ASKED QUESTIONS, BLOG, WIKI, DISCUSSION BOARD, ONLINE HELP


Page 8


Section 6.0 Delivery Methods CLASSROOM ILT, ASYNCHRONOUS E-LEARNING, SYNCHRONOUS ONLINE SESSION, OJT, VIDEO OR PHONE CONFERENCE, MOBILE LEARNING


Page 9


Section 7.0 Evaluation and Measurement Evaluation WHAT METHOD OF EVALUATION IS BEING USED TO DETERMINE THE SUCCESS OF THE OVERALL PLAN AND HOW OFTEN WILL THE EVALUATION(S) OCCUR? (Level I – Reaction, Level II – Learning, Level III – Behavior, Level IV – Results) Tracking and Reporting HOW WILL THE EDUCATION, TRAINING, DRILLS AND EXERCISES INCLUDED IN THE PLAN BE TRACKED AND REPORTED?


Page 10


Section 8.0 Training Continuum Sustainability HOW OFTEN WILL ASSESSMENTS BE DONE AND THE PLAN REVIEWED AND EVALUATED TO SUSTAIN THE TRAINING PLAN? Risks WHAT RISKS OR BARRIERS EXIST TO THE IMPLEMENTATION, EXECUTION AND SUSTAINABILITY OF THE TRAINING PLAN? Ongoing Course Identification Process HOW WILL FUTURE TRAINING COURSES BE IDENTIFIED FOR INCLUSION INTO THE TRAINING PLAN?


Page 11


Section 9.0 Revision History

Version Date Name Description


Page 13


TRAINING PLAN

TeamConnect 3.1 Upgrade


Page 14


TABLE OF CONTENTS

SECTION 1.0 PROJECT OVERVIEW........................................................................................... 15

SECTION 2.0 BUSINESS NEEDS ................................................................................................... 15

AUDIENCE NEEDS ASSESSMENT .......................................................................................................... 15

SECTION 3.0 TEAM ........................................................................................................................... 17

3.1 PERSON(S) / TEAM MEMBERS RESPONSIBLE FOR WRITING THE PLAN:............................................ 17 3.2 SPONSORS OF THE PLAN: ............................................................................................................ 17 3.3 KEY DEPARTMENTS / STAFF INVOLVED OR AFFECTED BY THE PLAN: ............................................. 17

SECTION 4.0 TRAINING CURRICULUM OUTLINE.................................................................. 18

SECTION 5.0 RESOURCES AND MATERIALS........................................................................... 22

SECTION 6.0 DELIVERY METHODS........................................................................................... 23

SECTION 8.0 TRAINING CONTINUUM....................................................................................... 25

SECTION 9.0 REVISION HISTORY.................................................................................................. 26


Page 15


Section 1.0 Project Overview The TeamConnect application needed to be moved to new and more functional servers. In addition, Mitratech released the 3.1 version of TeamConnect. This major upgrade is a huge improvement to the interface and application performance of TeamConnect. Textron needs to implement this release to improve the user experience. With the significant upgrade to the user interface, extensive re-training will be required for the attorneys and legal staff. There are also significant new features with the upgrade that require training sessions.

Section 2.0 Business Needs Textron needs to upgrade to 3.1 to improve user experience and improve platform stability and better application support. The user interface of TeamConnect has changed drastically with the new version and therefore, extensive training will need to be conducted to help users transition to the new version. In addition, business processes in TeamConnect have evolved or changed since TeamConnect was first implemented in 2004. After extensive data cleanup, the goal is to use the launch of the new version to train new and existing users on proper procedures of entering data into TeamConnect to ensure accurate, valid legal data.

Audience Needs Assessment TeamConnect currently has 225 users. The different legal process areas in TeamConnect are Legal Matters – Litigation and Non-Litigation, Intellectual Property, Legal Entities and Corporate Secretary Functions, Site Remediation, Invoicing – Manual and Electronic and the Processing of Service of Process on TeamConnect and its Business Units. TeamConnect Functions

• 59% of users enter new matter records • 48% of users update and track legal records in TeamConnect • 59% of user search for data in TeamConnect • 55% of users enter invoices • 43% of users review and approve invoices • 11% of users utilize TeamConnect for Intellectual Property information • 7% of users utilize TeamConnect for Compliance information • 13% of users create new contact records


Page 16


TeamConnect Level of Expertise

• 2% of users consider themselves experts • 48% of users consider themselves skilled • 41% of users consider themselves occasional users • 9% of users consider themselves new or beginner users

Methods of Learning

• 75% prefer Instructor-Led Training • 33% prefer online training • 38% prefer to use job aids and quick tip sheets • 25% prefer to use training manuals • 18% prefer to use FAQs • 11% prefer to use Online Help


Page 17


Section 3.0 Team

3.1 Person(s) / Team members responsible for writing the plan:

Name Email address Phone Number Maria Leggett [email protected]

3.2 Sponsors of the plan:

Name Email address Phone Number Julie Duffy [email protected]

3.3 Key departments / staff involved or affected by the plan:

Department Function # Staff Impacted

Enterprise Legal Legal administration and support, legal invoice processing

225


Page 18


Section 4.0 Training Curriculum Outline Training Title Competency

addressed Suggested

Target Audience

High Level Agenda Items Delivery

Method and Availability

Getting Started with TeamConnect

New Features in TeamConnect

All Users • Navigating in TeamConnect • Setting up personal preferences in

TeamConnect • Setting up Email Notifications •

Instructor-Led Webex/online tutorial/Quick Guides/Manuals

Searching in TeamConnect

Searching for data in TeamConnect

All Users • Introduction to Collections • Managing Collections • Defining Search Result Settings • Customizing Searching • Exporting Search Results


TeamConnect Matter Records

Working with Records

All Matter Users

TeamConnect Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling

Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Tasks and Appointments


TeamConnect Contacts

Working with Contact Records

All Users • Searching for Contacts • Viewing Contacts • Using Contact Collections • Duplicate Contacts • Creating New Contacts • Editing and Updating Contacts • Printing Contacts • Managing Address Books • Viewing and Subscribing to

Address Books • Printing Address Books



Page 19


Training Title Competency addressed

Suggested Target

Audience High Level Agenda Items


TeamConnect IP Records


All IP Users

TeamConnect IP Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling

Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Task and Appointments • Working with Patent Foreign

Filings and Trademark Countries


TeamConnect Corporate Secretary Records


All Corporate Secretary Users

TeamConnect Corporate Secretary Records • Creating a New Record • Editing and Updating a Record • Cancelling Edits and Handling

Unsaved Edits • Copying a Record • Printing a Record • Record Security • Adding History Records • Working with Relations • Adding Record Assignees • Uploading Documents • Adding Involved Parties • Managing Records Expenses • Managing Task and Appointments



Page 20



Suggested Target



TeamConnect Invoices

Working with Invoices and Accounts

All Users Electronic Invoices • Setting Up Records for Electronic

Invoices • Reviewing Electronic Invoices • Making Adjustments to Electronic

Invoices • Approving Electronic Invoices • Rejecting Electronic Invoices • Printing Electronic Invoices • Invoice Workflows • Invoice Versions • Searching for Invoices • Marking an Invoice for Non-

Payment Manual Invoices • Creating an invoice via a Template • Adding Invoice Line Items • Editing Invoices and Line Items • Posting an Invoice • Adjusting an Invoice • Canceling an Invoice • Approving an Invoice • Rejecting an Invoice • Printing an Invoice • Uploading an Invoice Document • Searching for Invoices • Entering a Do Not Pay Invoice

Activating AP Vendors • Searching for an Active AP Vendor • Downloading the W9 Form • Requesting Vendor Activation • Confirming a Vendor is Active to

Invoice in TeamConnect


TeamConnect Documents

Working with Documents in TeamConnnect

All Users • Searching for Documents • Uploading documents • Checking Out a Document • Checking In a Document • Creating a Document Folder • Copying a Document • Moving Documents • Generating a Document via a

Template


Page 21



Suggested Target



TeamConnect Budgets and Reserves

Working with Budget and Reserves in TeamConnect

All Users • Creating a Record Budget • Editing and Updating a Record

Budget • Entering Reserves on a Record • Editing and Updating Reserves on a

Record • Adding Settlement Information • Reviewing Matter Account

Information • Reviewing Account Transactions


Page 22


Section 5.0 Resources and Materials Training Media The training materials will consist of:

• Frequently Asked Questions • TeamConnect Glossary • TeamConnect 3.1 Getting Started Guide • Quick Guides – short (1-2 page guides with steps on how to complete a specific

task or function) • Training Manuals • Weekly Show Me Demonstrations and Tips


Page 23


Section 6.0 Delivery Methods Based on the audience needs assessment, instructor-led training will be a large component in the delivery. With a dispersed workforce, the ITL training will consist of both classroom ILT and virtual ITL sessions. Prior to the launch of the training, demonstration sessions will be conducted to provide previews of the new system and allow for questions regarding the training delivery. Four weeks prior to the launch, learners will begin to receive email updates on the training schedule as well as information quick tips on some of the new functionality with the system.


Page 24


Section 7.0 Evaluation and Measurement Evaluation All evaluations will be delivered and tracked through Textron University. Class participants must complete the class evaluation in order to receive training credit through Textron University. An email with a link to the training evaluation will be generated 1 day after the class completion. Tracking and Reporting Training sessions including instructor-led Webex sessions and self-paced online learning will be administered and tracked through Textron University. A TeamConnect 3.1 Training Curriculum will be established in Textron University and courses and class sessions and online training will be set up to fulfill the training curriculum. Training communication to the TeamConnect user community will include the listing of the class session numbers in Textron University for participants to locate and register for the class on Textron University. Outcome Measurement Level 1 assessment will be fulfilled through evaluations delivered through Textron University after a class completion to determine if high-level expectations were met with the training delivery. Level 2 assessment will be fulfilled through online self-checks and quizzes delivered through Textron University. These quizzes will not be required for class completion but will be used as other vehicles to determine training effectiveness.


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Section 8.0 Training Continuum Sustainability A follow-up VOC survey will be conducted 1 month after launch to assess current ability with the new version and define additional follow up training. Assumptions It is assumed that learners will be motivated to register and attend training since the training is not a required activity. Risks Training plan may need to be implemented in phases particularly in the area of additional training resources due to other upgrade priorities such as user testing. Not all users will participate in the training rollout. Risk audience includes the attorneys who often are not active in the system or do not use the system properly. Gaps Given the short timeline, a complete learning assessment was not conducted prior to developing the training plan. A prior VOC survey indicates that users currently are not that experienced or familiar with TeamConnect. In addition to the new features and functionality of TeamConnect 3.1, the training plan will need to address basic system competencies such as creating matters, creating contacts, searching for records and entering and processing invoices. Ongoing Course Identification Process User surveys and course evaluations will identify current training successes as well as identify future needs.


Page 26


Section 9.0 Revision History

Version Date Name Description

Technology

Successful Training Implementation through Continuous Learning