Weathering the Change Storm: Using Communication & Planning as a Lifeboat in an Application Implementation. Learn Perform Excel

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1 Weathering the Change Storm: Using Communication & Planning as a Lifeboat in an Application Implementation

2 Tweeting? Please mention: #ChangeStorm (800) or (805)

3 For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com

4 Chris Hamill Senior Learning Consultant, Synaptis Chris Hamill has experienced a versatile career in training and development. Managing a diverse portfolio of projects during the past 5 years as a valuable member of the Synaptis leadership team, Chris has provided development, consulting, and delivery of training content in various industries including financial, pharmaceutical, food services, government, and manufacturing. His experience as a senior learning consultant and project manager has enabled him to create successful learning solutions while avoiding the pitfalls that so many professionals find.

5 Agenda Intro The Synaptis 5D Process The Effects of Change Schedule & Approach Top 10 Mistakes Keys to Success Q & A

6 The Synaptis 5D Process

7 Effects of Change Change can: Cause people to feel bad about themselves Create confusion and unpredictability Create loss Generate interpersonal conflict Resistance to Change: Is a normal human trait Is a function of personality Depends on perceived effects Depends on whether or not it is imposed from the outside

8 Ask Yourself Does my project need a change readiness strategy? What part of the organization can cope with the changes and don t need change? What part of the organization cannot cope with the changes and will need to change? What change needs to take place? Who needs to know about the change? Who can help make the changes? How should we make the changes? How will we know that we effectively implemented the right changes? What are the opportunity costs of making the change? What are the opportunity costs of not making the change?

9 Change Readiness Strategic Planning for Change Identify impact of change Plan for change Prepare for change Change occurs Measure results

10 Schedule & Approach Timing Months Prior to Go-Live Phase Activities Change Readiness Introduction Define Business Process (BP) Review current BP to understand and document changes Review Fit Gap Analysis and identify needs for various groups Determine budget availability for training and communications Decide on Training Resources (internal or outsourcing) Decide on Communication Resources Implementation Project Team Training

11 Schedule & Approach (cont.) Timing Phase Activities 6-10 Months Prior to Go-Live Discovery Define user groups and training advocates Perform a formal training needs assessment Develop a training plan Create and distribute a Communication Plan Determine who receives what communications and when they should receive them

12 Schedule & Approach (cont.) Timing 4-8 Months Prior to Go-Live Phase Activities Design Curriculum Outline Development Styles & Standards Training Prototypes (Interface design, formats, etc.) Change Management Concepts (Messaging, Topics, Graphics, etc.) Conference Room Pilot (Functional Fundamentals Training)

13 Schedule & Approach (cont.) Timing Phase Activities 2-6 Months Prior to Go-Live Execution/Development Establish a cut-off date Create a replica of the test database Develop and test the training materials Schedule the classes Determine ROI indicators Communications

14 Schedule & Approach (cont.) Timing 1-2 Months Prior to Go-Live Phase Activities Checklist Confirm classroom reservations Identify a materials maintenance team Reproduce and ship training materials Post online reference and training content Integrate and test WBT content Confirm database refresh strategy Deliver training Bring up your help-desk during training

15 Schedule & Approach (cont.) Timing 1 week 1 Month Prior to Go-Live Phase Activities Delivery Train-The-Trainer Delivery Pre-requisite WBTs and UPK Classroom Training Virtual Classroom Training Practice Exercises in the Training Database

16 Schedule & Approach (cont.) Timing Post Go-Live Phase Activities Determine Evaluation Establish a content maintenance & sustainability plan Training Rovers & OTJ Support Help Desk FAQs Analysis Provide on-going support Conduct technology foundation training Refresher & New Hire training (if needed)

17 Top Mistakes Made in Implementation & Upgrade Projects Time Misguided Objectives Cutting before you measure Developing in a Silo Ignoring key areas of change Underestimate impact of change Training and communication Is irrelevant One and done Forget governance

18 Keys to Success Training should be involved in the early stages of the implementation project Market the new strategy/tool/training focus on benefits Allow plenty of time for discovery and design activities and don t forget contingency planning Distinguish between nice to have and need to have Use exercises and scenarios that are realistic and relevant Provide training in context of how the work is really done

19 Keys to Success (cont.) Communicate commitment through all levels of the organization Show the Big Picture: communicate the upstream and downstream impacts of change Train often, provide opportunities to reinforce and practice - move from using to mastering through frequent opportunities for advanced training Close the loop between training and support

20 Keys to Success (cont.) Thorough Fit Gap Analysis (business process and systems differences) Consistent procedure for documenting Business Processes (Set Expectations for SME s) Training Assessment (project teams, end users, management, SME s, and executives) Include Training Assessment, Marketing, Development, Delivery, and Maintenance in Master Project Plan Include End Users, Key User, Super User, and SME s in the training development process (Get Buy In)

21 Keys to Success (cont.) Include big picture information in training Dedicate project team for training management, development, review, and delivery Implement process and technology to support training (UPK, LMS, Standards and Style Guides, etc) Minimize software changes once training development begins Plan for a strong on-going curriculum maintenance program It is not possible to over-communicate when it comes to change!

22 Summary Avoid key mistakes Assess the need Create timelines Plan and prepare for change communicate! Provide effective training Provide performance support Plan to keep materials current

23 Passion, Accountability, Ingenuity, Dedication 15 years of success - founded in 1999 A training services organization that assists people in: Business process and workflow adoption Change Readiness Maximizing technology Improving job performance Achieving company objectives Core Competency is customized, blended change readiness solutions for Enterprise Software Systems (Oracle, PeopleSoft, JD Edwards, SAP, Siebel, Hyperion, & bolt-ons) Primarily Fortune 1000 clients; trained over 500,000 people worldwide Synaptis provides customized services that focus not only on maximizing technology, but also using knowledge to improve performance

24 Testimonials Liviu Dedes, VP of Organizational Development & Effectiveness, Aramark Corporation Synaptis has successfully introduced UPK to our company and it is now our standard systems training platform Lindy Stevens, Technical Project Manager, MICROS Systems, Inc. Synaptis was absolutely great. They were able to anticipate our needs and give us all of the information we needed to make necessary decisions. Everyone was helpful, kind, fun and absolutely GREAT! Just what we needed Thank you so much for working with us. I m not sure we could have done it without you! Time Warner Cable "Synaptis is an All-Star when it comes to UPK. Their technical and design expertise made our PeopleSoft HR conversion project a success.

25 Q & A Questions? Call (919) Learning Solutions Chris Hamill x 631 chamill@synaptis.com Pat West (President) x 618 pwest@synaptis.com Sales Robin Meehan x 682 rmeehan@synaptis.com Brittany Curry x 632 bcurry@synaptis.com

26 Upcoming Webinars For More Info / To Register / To Access Archive: Search Webinars or On Demand at TrainingIndustry.com

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28 Thank You On behalf of TrainingIndustry.com, thanks to: Today s Speaker: Chris Hammill Today s Sponsor: Synaptis All of you for attending Questions or Comments? Please contact Nabeel Jaitapker: njaitapker@trainingindustry.com