2009 SURVEY «e-learning IN IT TRAINING DEPLOYMENTS»

Transcription

1 2009 SURVEY «e-learning IN IT TRAINING DEPLOYMENTS» November 2009

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3 3 SUMMARY Introduction 3 Methodology of the survey 5 1. Profile of the interviewed participants 7 2. Feedback from e-learning experiences in IT Training deployments Context e-learning Deployment Content and pedagogical e-learning modules Results & Lessons from this e-learning experience e-learning Perspectives in IT Training Deployments 25 The «IT Training Deployment» Unit 28

4 4 INTRODUCTION Caroline THIAM Manager of «IT Training Deployments» at Cegos As you are increasingly developing e-learning content for your IT deployments, we decided to share the experiences of some companies that have already been through similar implementations. 33 interviews have been carried out across sections of major French international companies. Restitutions are full of teaching, with many interesting directions to consider for your next projects. 85% of the training plans for IT deployments are in the form of a blended programme (mixing in-class and e-learning training) e-learning is always included in a global coaching and change programme For the e-learning element, the pedagogical approach is considered as very important, not to say fundamental by 91% of the interviewees Real life scenarios have been integrated in 94% of the modules, in order to ensure a very operational approach based on recognisable situations 84% of the interviewees confirm their training participants have been satisfied with the e-learning programme Costs reduction is the main motivation for choosing e-learning: 31% of the interviewees state they have reduced costs by more than 30% 91% of the interviewees think the percentage of e-learning in the training plans for IT deployments will increase in the future and will require line managers close involvement Enjoy these survey results, Best Regards, Caroline Thiam cthiam@cegos.fr

5 5 METHODOLOGY OF THE SURVEY Theme of the survey Use of feedback from companies that have deployed and implemented new IT solutions with the use of e-learning programmes in their Training Plans Objective of the survey Identify the selection criteria and the keys to success for using e-learning programmes in IT Training Deployments Targets of the survey Major French and international companies that have already deployed new IT solutions using e-learning modules within their Training plan Experienced Training Managers, Experienced Project Managers Methodology 33 interviews lasting 60 minutes (29 one to one interviews and 4 by phone) From June to August 2009 By a Member of the Cegos «IT Training Deployment» (DFSI) Department With a survey composed of 40 questions The panel of companies Companies in various industries that have deployed an IT solution using e-learning programmes Insurance / Bank / Finance, Automobile / Energy / Industry, Hotel Trade / Restoration, Luxury, Services, Telecom, Transport, etc Of which AXA, Banque Populaire, Canal +, Crédit Agricole, GAN Assurances, GDF Suez, Lafarge, Laser Cofinoga, NISSAN, OCP, Orange, Randstad, RATP, RTE, Sanofi Aventis, SFR, Sodexo Annual 2007 Turnover from 120 million to 94 billion Employee numbers from 134 employees to 355,000 employees 33% of the interviewed panel are not Cegos customers

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7 7 1. PROFILE OF THE INTERVIEWEES ETUDE «LE e-learning DANS LES PROJETS DE DEPLOIEMENT FORMATION SI» Cegos 2009

8 8 I. PROFILE OF THE INTERVIEWEES Operational managers that have already led several large IT Deployment projects. What part of the IT deployment project were you involved in? Other 6% Change Management 15% Training 33% Deployment 15% Global Coordination 30% The interviewees have been involved in operational parts of the IT Deployment Project 55% of the interviewees have already led more than 2 large IT deployments and have a very good knowledge and experience of training plans with these kind of projects

9 9 2. FEEDBACK FROM e-learning EXPERIENCES IN IT TRAINING DEPLOYMENTS ETUDE «LE e-learning DANS LES PROJETS DE DEPLOIEMENT FORMATION SI» Cegos 2009

10 CONTEXT OF THE EXPERIENCE e-learning Training Sessions mainly intended for a large number of Employees. 61% of the projects had national coverage; 27% had international coverage 72% of the projects were impacting more than 1000 users Which population was targeted by e-learning? Employees 94% Managers 85% Experts Referents 76% Directors 52% 94% mentioned the Employees as the main target. Whereas Directors has been trained through e-learning sessions only for one of two projects Sales people 67% Accountants - financial Administrators 55% 52% Technicians 36% Administrative people Assistants HR 24% 24% 24% Others 48% Among the employees, Sales People are the main target of e-learning sessions, 67% of the projects were focused on this audience The next largest groups are Accountants/Financiers, with 55% of the projects and Administrators with 52% of the projects focused on them respectively

11 CONTEXT OF THE EXPERIENCE e-learning Training on a large diversity of IT solutions. What kind of Information system were you deploying? Bespoke solutions related to the company 36% Multi-national / ERP 24% Office Automation 6% Accounting-Finance 3% HRIS 9% CRM 21% 36% of the Information Systems are bespoke solutions related to the company Followed by multi-national projects with various solutions such as ERP, then CRM 3 major scenarios have been described: Introduction and deployment of a new IT solution (48% of the projects) Harmonisation of already existing solutions (27%) Migration of the existing solution (12%)

12 CONTEXT OF THE EXPERIENCE Each IT deployment project is very strategic and required considerable change to daily processes 2/3 of the IT deployments were considered as highly strategic, therefore training was very important The major hurdles for the companies were: Development of the work/offer (42%) Change of organisation of the company (30%) Employees skills improvement/professional development (12%) Technological development (12%) 36% of the projects also included large productivity, economic or time savings 61% of the projects were described as having considerable impact and change on everyday tasks What were the change(s)? (free text answer) New Computing/ Technology 68% Work/Process Organisation 61% Mentalities / uses 29% The change is considerable because it was impacting both Systems (68%) and Process (61%)

13 CONTEXT OF THE EXPERIENCE e-learning Training combined System and Process training at the same time. For the IT deployment, training was based and focused on : System only 30% System & Process 70% 70% of Training in the IT deployment Project was focused on System and Process And generally 50% of the training have similar focus The ProcessTraining has 2 main goals: Implement new procedures (24%) Improvement of a task management (21%)

14 THE e-learning DEPLOYMENT Recognition of a mixed programme. During the IT Deployment, 85% of the outcome of the programme was mixed e-learning in your project was used to: Support for in-class training 48% Additional to in-class training 42% Substitute to in-class training 39% For 48% of the Projects, e-learning is used to support in class training, it can replace a simulation application for manipulations e-learning was additional in-class training for 42% of the programmes. It can be used before or after in-class training e-learning completely replaces in-class training for 39% projects «e-learning is complementary to in-class training for IT Deployments that face heavy resistance to change; it is a complete substitute to in-class when the IT changes have less impact, it enables the saving of time and money.»

15 THE e-learning PROGRAMME e-learning is part of a global coaching programme What else have you been developing to complete the use of e-learning? Quick cards, handbook Communication Kit Hotline (phone) Experts Relay 82% 79% 76% 70% Managers Relay 61% Online Help Tutorial 45% 42% Virtual Classes 6% e-learning is a development tool included in a global programme, which can include quick handbooks, a communication kit and a Hotline Virtual classes are not used much but research needs to be carried out into the feasibility of further use of these

16 THE e-learning PROGRAMME e-learning has to be easy to access. How did you deliver the e-learning modules? Server/Intranet 64% LMS 61% USB Keys/ CD 30% Server/Intranet: is the most common way to communicate for 64% of the projects «It is easy, quick and economical.» Even more when compared to a LMS. But tracking is then limited The Learning Management System (LMS) is increasingly used in 61% of the projects It enables tracking, evaluation and reporting; it keeps logistics easy and brings a good level of technical flexibility «LMS enables feedback (i.e. Use and connection rates). And it is then easier for Managers to follow up.» For 91% of projects, users can access the training modules from their own computer

17 CONTENT AND PEDAGOCIAL e-learning MODULES e-learning modules are of 30 to 60 minutes and provided by contracted suppliers. For 85% of the Projects, interviewees said they contracted with a supplier to develop the e-learning modules Which e-learning Solution did you use? Captivate 42% Assima 27% Flash 18% e-doceo 12% The 2 solutions most popular for developing e-learning modules are Captivate and Assima «Captivate is an efficient tool, it is easy to use for creation and updates» «Assima is an advanced tool for simulation». «A very good tool adapted for large Deployment without simulation application base» The average duration of a module is between 30 to 60 minutes. The module is a training course composed of short exercises «The ideal total duration of a module is 30 minutes, no more of 45 minutes. If the module is longer, then it is better to split the module in order to avoid boredom and to adapt to the participants work environment.»

18 CONTENT AND PEDAGOGICAL e-learning MODULES e-learning enables real scenarios within the IT system. In the e-learning modules, what did you include? Simulations 94% Business messages Quiz 70% 70% Company Information 45% Documents for downloads Videos 24% 30% Other 12% Real simulations are included in 94% of modules These real situations add interactivity and energy to the training It also allows to anchor and fix the manipulation or gesture of the learner while manipulating Business messages are really important and give meaning and good practices Within the key to success for an e-learning module, select the 3 most important Pedagogical approach particularly based on the real environment Concrete examples, real situations 52% 70% Easy access to the module Interactivity Duration of the module 33% 30% 42% Intuitive navigation Progress tracking and learners evaluations Summary of good practices Varied and frequent animations 6% 12% 18% 30% The pedagogical approach has to focus on real life business examples and this is the major condition for a successful e-learning module The module needs to primarily train on the functionalities that will be mainly used in the work environment Concrete examples and real situations also are a priority for 52% of the interviewees

19 CONTENT AND PEDAGOGICAL e-learning MODULES A pedagogical approach which aims at pragmatism and operational efficiency. Pedagogy in the e-learning development is very important or essential for 91% of the interviewees What did you like in the pedagogical approach of the e-learning modules? Path With clues 84% Completely guided 16% Structure Simulation 12% Practice & Simulations 88% Content Exhaustive 6% 80 / 20 94% Style Discreet 72% Multiple animations 28% 84% of the interviewees think e-learning is best based on self-discovery with some clues 88% of the interviewees think training works well if with simulations and practice The IT solution is a tool which is targeted at the workplace. Real work situations have to be taken into account so that they directly set best practice in the learner s mind «If you don t master your work, the programme is meaningless.» For 94% of the interviewees who assessed e-learning content, 80% of their daily tasks are represented by 20 functions in any system 72% of interviewees prefer a discreet style which keeps focused on content, 28% assess the visual look as important which also has to be attractive for the training to be effective Main criteria are interactivity, style and professionalism

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21 21 3. LESSONS FROM THESE e-learning EXPERIENCES ETUDE «LE e-learning DANS LES PROJETS DE DEPLOIEMENT FORMATION SI» Cegos 2009

22 22 3. LESSONS FROM THESE e-learning EXPERIENCES The 1st advantage of e-learning = reduce costs by more than 30% Which are the primary advantages of e-learning in large IT Deployments? Cost Reduction Harmonization of contents and messages Upstream Knowledge Acquisition Training Anywhere 61% 58% 52% 45% Duration Reduction Train more participants Training more efficient Flexibility for Learners Quality of programme Ease of providing for updates and new developments Other Localisation and translation of modules 6% 12% 36% 33% 33% 33% 30% 30% «e-learning allows you to train a lot of people, very quickly, with less logistical organisation. The training can then be more targeted and more efficient.» The main motivation of interviewees to chose e-learning is still the cost The cost reduction is closely inked with the reduction of travel and with the cost of maintaining on-line training Exact calculations are generally not made as they are very complex, but 31% of interviewees assess the saving is more than 30%. The 2 nd highlighted advantage is the harmonisation of content and messages It shows the willingness to have a coherent message, in particular with national and international projects involving large numbers of trainers. «e-learning is really beneficial for better formalisation and modeling for work procedures. It is a useful investment for the company.» Only 30% of the interviewees stated the ease of updating and developing the learning content, to the contrary, they consider that e-learning modules need more skill and time to update than usual in-class content.

23 23 3. LESSONS FROM THESE e-learning EXPERIENCES 1st obstacle to e-learning = Remoteness and lack of follow-up of the learner What are the 3 major obstacles to the use of e-learning in large IT Deployments? Remoteness and lack of follow up of the learner 73% Organisation of time between work and training Technical difficulties Conception costs Change resistance Quality of the development plan Lack of motivation Other 33% 30% 27% 21% 18% 12% 52% The remoteness of the participant and the lack of follow up is the major obstacle to the use of e-learning. It explains the need for mixed programmes According to interviewees, the Learners often miss the interaction with trainers and other trainees «E-Learning will not replace in-class courses for technical training that needs real work knowledge and where there is a need to directly engage the participants.» The 2 nd obstacle is the organisation of time dedicated to e-learning Indeed, even if it seems more flexible to be able to train on your own computer, you still need to set aside time for it Moreover, the interviewees highlighted 3 points to consider or improve for their next project, these are: Development (61%) Integration of e-learning in the Global Training Programme and its follow up (45%) Communication to managers and participants (24%) «e-learning engages all groups such as Graphic Designers and Trainers with a stronger commitment: they have to be precise; they have to be truly associated to the project dynamic; they have to be credible. (Training is not done on PowerPoint anymore).» Finally, according to interviewees, the learners think a simulation based application gives greater flexibility for work-based exercises.

24 24 3. LESSONS FROM THESE e-learning EXPERIENCES e-learning is a powerful tool for training of IT solutions. For half of the interviewees, the training has completely achieved their objectives. Only 3% think they did not achieve them During the IT Training Deployment, what was the best thing about the e-learning? (free answer) The interviewees answered: The quality of the approach taken (45%) «The pedagogical approach is practical and user-friendly.» «e-learning overcomes the barriers.» The innovative methods (26%) «e-learning is fun, innovative and effective.» Industrialisation of training hold by e-learning (16%) According to 84% of the interviewees, the learners are satisfied with the e-learning approach taken. They mostly appreciate: The freshness of the approach The dynamism and user friendliness of the technology The availability at any time «The opportunity of e-learning makes you want to do it. This is a great use of the internet for training.»

25 25 4. e-learning INVOLVEMENT IN IT TRAINING DEPLOYMENTS ETUDE «LE e-learning DANS LES PROJETS DE DEPLOIEMENT FORMATION SI» Cegos 2009

26 26 4. INVOLVEMENT OF e-learning IN IT TRAINING DEPLOYMENTS The usage of e-learning will increase in IT Deployment Projects. 75% of the interviewed companies have been using e-learning for more than 4 years; its part in their global programme is less than 20% for 54% of the companies The explanations given are the resistance to change and the ability to produce the desired results using blended and limited budgets always being given to small IT deployments projects 91% of interviewees think the usage of e-learning in the global Training Plan for IT Deployments will increase «It will be long term but important. We are on the right path.» The reasons given are the onset of Generation Y, the reduction of costs for travel and simulation applications, and also because of the improved skills of internal trainers. «e-learning is the future. We won t escape. Young people will already be using it at school.» What are the main key points to successfully deploying an IT solution with e-learning? Involve managers 67% Build a communication plan around e-learning Plan a follow up programme for the Learners Make the e-learning attractive Steer the learners progression via e-learning modules Schedule specific time to using e-learning Organise in-class for exchanges, discussions and to present the e-learning modules Ensure easy access to the e-learning modules Motivate the learners to use e-learning Create a documentation centre 48% 33% 33% 30% 24% 24% 21% 12% 3% The engagement of Managers and Communication around the e-learning plan are 2 necessary keys to success. «The e-learning modules have to be mixed with internal communication and managers engagement in order to be effective and successful.»

27 THE «IT TRAINING DEPLOYMENT» DEPARTMENT

28 28 THE «IT TRAINING DEPLOYMENT» DEPARTMENT Follow changes, mobilise and train with effective and innovative training plans. Our consultants intervene on very diverse situations, places of work and Information Systems (SAP, CRM, SIRH ), they set up blended training solutions (combining in-class training, follow-up and multimedia solutions). Take the specifics of your organisation into account Think along a global plan Use a varied mix of methods of delivery Formalise knowledge kits Accompany you all the way through your project Mobilise large team of Trainers CHANGE SUPPORT Impact Analysis Communication Plan Training Strategy Deployment Programme Managers Involvement TRAINING DEPLOYMENT Mobilisation of the team Management of multi-site projects Management of large logistic deployment Capitalisation on good practices PEDAGOGICAL DEVELOPMENT Operational approach based on the end users work Innovative and on demand Pedagogy based on blended learning plans Work/Tool educational Tutorials PRACTICAL SUPPORT Helpdesk, Hotline Coaching at the office, on the spot Transfer of competences a few examples of recent engagements Credit Company Development of a blended programme on 3 functional areas (CRM, redeemable Credit, Recovery and Excessive Debt ) and 4 IS for 2,000 employees equipped with more performance tools for sales and client management. Energy Provider Organisation of a SAP Deployment process (CRM and ISU for Invoicing and Recovery) for 300 trainers and 3,000 users. Development of 7 new-comer or professional skills programmes while managing a complete reengineering of the Training Plans, with the addition of a LMS. Public Transport Deployment of HR ACCESS (modules of Administration Management, Time, Carriers, Salary, Training, CRH) for 2,000 users: development and training of users. Then development of a blended professional skills programme for the HR population. Energy Operator Follow-up of users for adoption of Outlook, Communicator, Live meeting, Share point via a blended programme made up of specific e-learning modules, in-class training and supported with a dedicated hotline. Contact : Caroline THIAM, «IT Training Deployment» Head of Department at Cegos Phone : +33 (0) / cthiam@cegos.fr