tag:blogger.com,1999:blog-537267519793805240.post4528483698443244538..comments2024-03-19T10:34:31.386+00:00Comments on Charles Jennings | Workplace Performance: When it's just so obvious NOT to train it's painful to watch it happenCharles Jenningshttp://www.blogger.com/profile/10220891611333165590noreply@blogger.comBlogger10125tag:blogger.com,1999:blog-537267519793805240.post-67855309453317962752012-02-18T17:43:12.053+00:002012-02-18T17:43:12.053+00:00criticallearner, I've seen this time and time ...criticallearner, I've seen this time and time again over the years.<br /><br />I had exactly the same situation with a migration from Oracle to SAP. The programme manager (who understood the limitations of training in this situation) and I presented an ePSS solution to the executive team responsible for the migration. We thought it was going well until one exec. team member (a global director of operations, as it happens) said 'so when this is done, will we get the real training?'. At the time I thought he was either foolish or ignorant. In retrospect, maybe his drug dosage was just too high. Whatever, I estimate he cost the company at least a 6-figure sum.<br /> <br />I guess there's no underestimating the power of bad habits - nor the stupidity of people who think that because they've been to school and college they understand how adults learn.<br /><br />One way to address the apparent lack of ability to think and act outside the 'training' box is to ask (or demand) that some data is collected on the effectiveness of the training - analysing helpdesk calls, surveying users 4, 8 and 12 weeks after rollout to get feedback on the usefulness of the training and whether they think some form of ePSS might have helped them get up-to-speed faster, measuring the total cost of the training etc.<br /><br />This approach may not help on this rollout (if minds are already set on training) but it is a brave or stupid manager or project manager who demands training in the face of data from the last rollout in your company which shows that the return is likely to be very poor at best, and negligible at worst - which it surely will.Charles Jenningshttps://www.blogger.com/profile/10220891611333165590noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-14339427931082706412012-02-18T15:32:12.269+00:002012-02-18T15:32:12.269+00:00I am currently involved in a large rollout of an i...I am currently involved in a large rollout of an internally managed enterprise level system that is core to the business. Formal training was demanded. My first question was about EPSS or embedded help systems. None. "No time" offered as the excuse.<br /><br />I noted the issues "data dumping" and lack of access or application and limits of human memory and the importance of relevance. I also pointed out the issue of how guidance is most needed in the performance environment- learning IN the workstream.<br /><br />As you might predict, the bad habits seemed more addictive than any drug on the planet. They all agreed with every statement, but when prompted to commit to executing a better design, they were unwilling to give up the familiar harmful behaviors.criticallearnerhttps://www.blogger.com/profile/12060824189592351671noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-4599716273641569112009-12-19T10:22:28.510+00:002009-12-19T10:22:28.510+00:00Sorry this post comes so late (19 Dec. 2009) - whe...Sorry this post comes so late (19 Dec. 2009) - when I was working with UNDP during their Peoplespft implementation they were using OnDemand Software from Global Knoweldge. OnDemand is embedded in Peoplesoft (Oracle) to provide several levels of performance support at the process level, including an option to walk the user through completing the process (e.g. Purchase Order.<br /><br />The product info describes this as simulated transactional training and testing, as well as automated step-by-step instructions.<br /><br />Oracle purchased Global Knowledge in 2008Hal Richmanhttp://twitter.com/hrichmannoreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-47581528775664114782009-07-15T18:19:20.595+01:002009-07-15T18:19:20.595+01:00Came back to this article following the trainingzo...Came back to this article following the trainingzone feature, Charles. All good stuff, as always! Systems rollouts are a specific case of the "elephant in the room" - training delivered by the wrong people, to the wrong people, at the wrong time, in the wrong way. This equates to no learning, and no valued added to individual nor organisation. <br /><br />Even a good training delivery by the right people to the right people (this is where most training measurement settles for fantastic feedback on happy sheets) if delivered at the wrong time in the wrong way, yields no learning in the long term and no added value.<br /><br />One point though - if you can design e-learning (in the form of simulations) for delivery prior to go live - accepting that it does not mimic the live system exactly (80/20 rule applies) - you can achieve a great deal in terms of confidence building and familiarity with the underlying business processes the system embodies. This e-learning can then be quickly updated (using the right tools and resources) and used as performance support and ongoing induction for new staff. EPSS can then take the weight going forward.<br /><br />Of course, nothing beats making a system intuitive to use in the first place. But then I'm now clearly asking too much of the world... <br /><br />P.S. Charles, just put your blog on my blog roll...Lars Hylandhttps://www.blogger.com/profile/14863947707581345099noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-91243604893896889752009-06-08T22:29:46.293+01:002009-06-08T22:29:46.293+01:00Joe - the key to a really effective performance su...Joe - the key to a really effective performance support tool of the type you've attempted to mimic with a Wiki is that it provides context sensitivity (i.e. 'knows' where you are in a supported application and provides you with guidance only on that screen/field). You shouldn't need to go searching for the support you need - it should be presented to you.<br /><br />The other characteristic of a good ePSS (performance support) tool is that it DOESN'T NEED to be integrated with the application (i.e. there shouldn't be any need to modify or interfere with the application at code level at all). <br /><br />I think you're just asking for an on-going nightmare if you get some IT person to tinker with the application code to get the context sensitivity. There are a number of ePSS tools that provide context sensitivity without interfering with the target application code at all. Have a look at SupportPoint (mentioned in my post above) for one.Charles Jenningshttps://www.blogger.com/profile/10220891611333165590noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-41102081807042735742009-06-08T20:13:42.603+01:002009-06-08T20:13:42.603+01:00One of the reasons we see this is that these train...One of the reasons we see this is that these trainings and manuals are the product of the documentation/training folks learning the system. These are their notes and how they have made sense of the beast. The true audience is lost.Anonymousnoreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-80003711798227664142009-06-08T15:41:33.176+01:002009-06-08T15:41:33.176+01:00I recently implemented an approach similar to what...I recently implemented an approach similar to what you describe using a Wiki as a performance support tool and it's not going as well as I would have hoped. I am finding it is almost as difficult to get employees using a performance support tool as it is getting them to use a manual. Either way they have to search for the answer unique to their situation and why search for your answer when you can just ask somebody else like the Helpdesk. I think for a performance support tool to be effective, it needs to be integrated into the software. Users need to be able to click the help button in the module of the software they are using and have it take them directly to the answer. I'm asking too much by asking them to go to the Wiki and search for the answer. Now, I either need to work with the software developers to have the support tool integrated into the software or continue with my relentless marketing of the support tool and hope it works. I wrote more about the problems I am having promoting the use of the support tool at the link below. Suggestions are gladly taken.<br />http://joedeegan.blogspot.com/2009/04/continuous-learning-experience.htmlJoe Deeganhttps://www.blogger.com/profile/10222566841920170710noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-38999462098979606322009-06-07T07:37:15.309+01:002009-06-07T07:37:15.309+01:00Of course you're right, Jay. There's alwa...Of course you're right, Jay. There's always the opportunity cost to take into account.Charles Jenningshttps://www.blogger.com/profile/10220891611333165590noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-17046599713191040032009-06-07T01:20:36.593+01:002009-06-07T01:20:36.593+01:00Actually, Return on Investment is negative, not ze...Actually, Return on Investment is negative, not zero. The whole exercise is like the fellow who hammers his head because it feels so great when he stops.jayhttps://www.blogger.com/profile/16271633210993298646noreply@blogger.comtag:blogger.com,1999:blog-537267519793805240.post-90785402630820793692009-06-06T13:12:54.292+01:002009-06-06T13:12:54.292+01:00It's amazing that after all these years of per...It's amazing that after all these years of performance support being shown to work especially well with information technology systems that it's not part of the repertoire of the training profession. I've also saved hundreds of thousands of dollars for clients by advocating a performance support versus a training approach.Harold Jarchehttps://www.blogger.com/profile/11462304722726586155noreply@blogger.com