Temenos University Customer Education and Training Services

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1 Temenos University Customer Education and Training Services

2 2 Temenos University Education and Training Services Temenos always strives to help its customers maximise value when using Temenos products and solutions. Temenos University provides our customers with flexible methods of learning to suit business requirements, assist in reaching your training objectives, close the skills gap and ultimately to ensure you are getting the best from your Temenos implementation. We live in a business environment with rapidly-changing needs, multiple products and enhanced processes to service our customers. Education has never been so important to keep up with this fast-moving environment. Customer Education and Training Solutions Temenos (in association with its approved Partners) provides a range of efficient and effective methods of learning all focused on enhancing customer knowledge and understanding of our product range. Temenos University has a number of flexible offerings to enhance the value of your Temenos software, including improving the efficiency of your staff and empowering them to utilise all of the functionality of their Temenos solutions. For each of our products, we have solutions which ensure comprehensive and fit-for-purpose training strategies and delivery capability which will help ensure effective implementation and use of the products for both existing and prospective clients. An important component in ensuring we deliver the appropriate training solution for our clients is to perform a Training Needs Analysis which is embedded in the Temenos Implementation Methodology (TIM). The Training Needs Analysis is a short consultative exercise performed by one of our leading training experts to identify the key priorities in our clients training strategy. Similarly, for our live clients we offer a full range of training courses supplemented by our Expert Training Consultancy Service to optimise the value being achieved by your investment. Our training solutions are delivered by our certified Trainers who are accredited by the Learning Performance Institute. A key consideration in the Temenos approach to providing the correct training solutions for our client s needs is to ensure they are appropriate to the product and relevant to the trainee s role within the client s organisation. To learn which of our training courses we recommend as being relative to specific roles within your organisation (for example, Project Team member, End-User, IT operations and so on), please visit our website or contact your Temenos Account Manager.

3 3 The Value Challenge Typical comments from organisations when they start to look at user training include Why do we need to train our users? Isn t the software self-explanatory? That s what manuals are for, right? We re focusing our budget on the software -- there s no money for training. With these comments in mind, let s look at some of these statements: Return On Investment: We repeatedly observe, untrained users often ignore, misuse, or under-utilise new technology. You have invested in Temenos applications as a solution to achieve a certain Return On Investment. If end users aren t able to utilise that solution, chances are you may not be able to meet that Return On Investment goal. Productivity: If you are willing to invest in training your employees, you will see a substantial productivity return. If end users aren t given the proper training, they are going to need to get that information somewhere typically from sources such as a co-worker, power user, or the support desk. Each of these has a time and cost associated with it. Support: Untrained users require three to six times more support than trained users! Many organisations try to skimp on training end users to lower costs and shorten timeframes. While costs may be lower in the shortterm, long-term costs which are often hidden, will increase due to higher support costs. Over 40% of calls to the Temenos Customer Services Help Desk were How to calls, i.e. they weren t support issues but were due to a lack of training. All of those callers were assuming that it was a problem with the software when in fact it was a lack of training. Imagine what impact this would have on your support function if this was the case for you. Staff Turnover: Many organisations in our industry see high staff turnover levels, some as high as 35%. We need to ensure that any education strategy is sustainable for the life of your product. It is all very well having excellent user training for go- live but we need to make sure this level of skills and expertise is sustained as new employees join your organisation or as you roll out your solution to other branches / regions. The Value Challenge ROI Poorly trained users often ignore, misuse, or underutilise new technology and solutions Staff Turnover Some banks see staff turnover levels of 35% per year Value Measures User Productivity Poorly trained users take up to 22 hours to achieve the same skill level that it takes a fully trained employee 5 hours to achieve Support Poorly trained users require 3 to 6 times more support than trained users; 40% of support calls are a result of user error If we leave these education challenges unaddressed and rely on users to gain experience from co-workers, the support desk, user manuals or just to get by on their own then this can have serious implications for the overall success of your project including additional cost, risks, poor staff knowledge and motivation and ultimately less value from your Temenos products. Temenos Education aims to increase user adoption, which is achieved when all users: Understand and embrace the use of the business process and technologies Demonstrate behavioural and technological competencies Are motivated and managed to achieve measurable business results

4 4 Temenos Education and Training options: Instructor Led Classroom Training The majority of our training offerings are Instructor-led and based in a classroom environment. These courses continue to be the most popular form of training for most of our clients for all role types. Classroom training is provided by our experienced and qualified Trainers who are accredited by the Learning Performance Institute (LPI). There are in excess of 100 Temenos standard instructor-led training courses available for T24, WealthManager, Triple A Plus, Insight and Temenos Connect. Our extensive range of training courses are regularly updated and added to as new releases of our software becomes available. A modular approach focuses learning on our client s skills/knowledge priorities. Furthermore, training course content is organised by job profiles to ensure relevance to learner. Details of all courses can be found in the course catalogue by visiting the Temenos University website at Blended Learning Whilst our mainstream training offering continues to be Instructor-led classroom training, this can be supplemented by a Blended Learning program. Blended Learning combines the flexibility of face to face education conducted by our Temenos experienced Trainers backed with e-learning. This style of learning is available fort24, Triple A Plus and WealthManager. For T24, blended learning is delivered via T24 Academies. The typical T24 Academy learning path addresses the introduction/key concepts for a given module by way of e-learning, whilst How to use/how to Parameterise is addressed by classroom sessions/workshops with a Temenos Trainer. T24 Academies have been developed for the more popular T24 courses and cover the following areas: Induction Academies: - T24 Business Induction - T24 Technical Induction Advanced Business Academies: - T24 Customer and Account - T24 Arrangement Architecture AA Lending Business - T24 Financial Accounting and Reporting Advanced Technical Academies: - T24 IT Operations - T24 Arrangement Architecture - AA Technical - T24 Customisation

5 5 T24 Temenos/Verisim Training Simulations for End Users How do E-Simulations work? E-Simulation training solutions provide a realistic fully functioning replica of a customer s own T24 implementation. They have been developed to equip users with real-life experience and knowledge of the Temenos T24 software. By creating a direct replica of an organisation s application it is possible to mirror exact processes and functionality. Users are provided with a safe training environment which looks and feels like the real application. Company branding and functional customisations can be included, as well as the ability to localise any learning content. E-Simulation provides the capability to: Train large groups of end-users in a cost-effective manner Train end-users in a safe, fast and realistic environment Boost user confidence and gain higher levels of performance amongst end-users Train end-users before your application is deployed Continually and consistently train employees anywhere, anytime To see a short on-line demonstration of E-Simulation, please visit If you would like a free demonstration of Verisim s E-Simulation training solutions, please e mail enquiries@verisim.com to arrange an introductory WebEx session. Tailored Training Options We have the ability to construct a unique training solution oriented to the specific needs of any customer. For example, this may enable customers to highlight certain local developments, or focus on regional and country-specific functionality. Tailored solutions can also be provided based on what has been implemented for a specific client. These customer-specific solutions can be developed utilising any or all of our types of offering. For example, a program can be prepared to include: Instructor-led or blended learning A Train-the-Trainer approach to coach the client trainer(s) to train their end-users. Utilising our domain expertise (for example, in respect of Islamic banking) available from our Expert Services Team Expert knowledge transfer by dedicated, shoulder-to-shoulder practical training sessions with our training/product experts for clients who want to know more about their Temenos product outside of the classroom environment Our T24/Verisim Simulation offering We can also work with our clients to help develop Competence Centres around our products and introduce their own in-house certification schemes.

6 6 Partner Training and Certification An important part of Temenos Universities role is to provide training and certification to our official Temenos Partners. Our service Partners provide exceptional value added consulting and systems integration capabilities that help our customers to deliver Temenos banking software projects end-to-end, on time, on budget and to specification. Where relevant, we always recommend working with an accredited and trained Temenos service Partner it gives our customers peace of mind that the implementation team has the right intellect, resources and understanding. Our Temenos service Partner consultants are trained on the Temenos product range, immersed in the Temenos Implementation Methodology (TIM) and certified in our Implementation Training Programme (ITP) exams. Certification is only applicable for the latest and immediately preceding release of our software, ensuring that all service Partner Consultants are validated against the latest capabilities.

7 7 Summary In summary, Temenos Education has flexible and innovative ways of enhancing the value of your Temenos software, by numerous methods, including improving the efficiency of your staff and empowering them to utilise all the functionality of their Temenos solutions, enabling you to generate a better Return on Investment. All of the customer ready collateral, including online demos, factsheets and course catalogues are available online. We suggest you contact us as the first step to identifying and implementing a successful Education program to ensure you generate maximum post-live value from your Temenos solutions. Temenos Education enhances post go-live value by: Enhancing efficient user adoption Reducing ramp-up time for new hires Reducing the cost of on-going training Minimising helpdesk calls Lowering cost of ownership Improving organisational performance Enhancing your return on investment To hear more about how Temenos University can help your business, please us at university@temenos.com or contact your Temenos Account Manager.

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