Improve Your Communicating Skills.
Are you communicating in the most efficient and effective way with your end users? Becky Roberst article The 10 Worst Ways to Communicate With End Users highlights then flaws that happen in communication every day and the easy ways to avoid them. http://www.techrepublic.com/blog/10things/the-10-worst-ways-to-communicate-with-end-users/2677?tag=nl.e101
1. Non-verbal communication. Communication is not only done through words. Messages are received through facial expressions, body language, and overall tone of voice. Instead of acing critical turn this into a way to educate the end user so they can accomplish this later on their own.
2. Be Relatable- Each person that needs assistance comes from different educational backgrounds and may not understand all the technical terms and concepts that seem simple to you. Provide simple instructions that that do not contain unnecessary information that confuse the end user.
3. Keep Your Cool- Some people just do not understand the concepts and techniques with modern day technology. Do not lose patience and be supportive with each step. Address the end user as soon as they request assistance so this does not become a hassle for the user and trainer.
4. Accept all Questions.- There is no such thing as a stupid question.. Never dismiss a problem; each one can be solved even if some take more time and creativity than the others. Being there to help with all questions will help keep the line of communication open.
5. Constant communication: This is one of the most important aspects. Each party on a work order. must always be informed on the progress or lack there of with the problem. Leaving someone out could escalate to larger problems that could have been easily.
6. Clear Documentation: Always give the users clear and easy to follow instructions. Avoid the pages and pages of unnecessary documentation that most fail to read. Test out the written up documentation on a few users to get feedback before sending one out in bulk.
7. Honesty: Always be completely honest throughout the entirety of the work order. Do not bend the truth to cover up any issues this can lead to much bigger problems. Do not be afraid to explain how and why something went wrong. These mishaps are simple to fix if addressed right away.
8. Be Concise: Do not over burden user with too much information. Give them the most important aspects that directly relate with their issue. One of the most common mistakes in this is mass emails try to limit these to apply to only the users who will find the information useful.
9. Effective training: You cannot fulfill a job without a basic training that is provided to each user. These trainings should not just be limited to the classroom either. Without some background the techs may feel that they will be overwhelmed with all the work the end user fails to be educated about.
10. Listen to others: Communication is a two way street. Be sure to address any issues, questions, or concerns during and after the work order. Keeping a friendly relationship with the IT services will keep the relationship strong and avoid more issues with problems in the future.
JD Edwards World Users Are You Prepared??
Attention users of JD Edwards World, are you aware of the changes coming?
Support for the JDE World product 7.3 and 8.1 is set to expire December 2013. If
your company is currently using this product you will need to upgrade to either
A 9.1 or A 9.2 to continue receiving Oracle support. Numerous companies have
already begun to implement the updated versions and are preparing their end users
for the change with custom training and end user support from TIA. Be ahead of the
game, and plan your upgrade with a full set of end user materials, before it is too
late!
This change may sound daunting, that is why TIA is here to help you. When
you plan your upgrade, consider TIA as your end user training and documentation
partner. TIA has recently updated the DocumentationPro library to better suit
your needs, take a look! (www.documentationpro.com ). As part of your upgrade
planning, browse TIA’s library of end user work instructions to find the kind of
documentation you need for your organization.
Consider these ways clients have used TIA’s DocumentationPro library:
♦ US mining company purchased the HR module work instructions and
used the tasks to map into a new shared services business model. The
DocumentationPro work instructions became desk-level procedures that
mapped to the new business process and were used to communicate the
new change and train the end users on the new tasks.
♦ Global manufacturing company purchased the Finance modules -
Accounts Payable, Accounts Receivable and General Accounting work
instructions and used them as UPK scripts. They were easily customized
to incorporate the client processes, signed off as storyboards, and then
recorded as “See It” and “Try It” simulations in the UPK eLearning tool.
Don’t buy 400 page generic training guides, consider TIA’s DocumentationPro
Library of more than 2000+ end user work instructions and buy only the topics
and tasks your end users utilize in JDE. You can buy individual topics, complete
modules (like Accounts Payable) or the entire Library from Finance, Manufacturing,
Distribution, Procurement, Sales, and HR. When you buy the DocumentationPro
library, you have effective end user materials that can be easily customized to
support the way you do business.
A Summary of 10 Training Tips to Ensure ERP Success
Continuing to look at Carpenter’s final few steps here the importance of good metrics and making sure that experienced and knowledgeable trainers are always available to answer questions in a timely fashion.
7. Quality Metrics. Do not just assume that if your metrics reflect poor training ratings, poor documentation, and overall a negative outlook that this will all change with time. End Users remaining enthusiastic and well educated on the new system will reverse these problems. In order to make sure the end users stay engaged is too keep relating to how the training will lead to larger business goals that will result in significant improvement. End Users will independently apply what they have learned to help efficiency with tasks and more effective documentation when they have a larger end goal in mind.
8. Answer Questions Promptly. One of the key components to ensuring success to the ERP is making sure that no questions go unanswered. Having an on site resource that can answer specific questions and discuss the troubles ran into with the trainee will lead to a much more dynamic and comprehensive understanding of the ERP. Leaving questions unanswered or having a response delay time of more than a few days will only lead to a greater problem that could have been simply solved if it had been acknowledged at the first hiccup.
9. Wide Spread Knowledge. This step also relates to answer questions promptly further emphasizing that the people surrounding each other in the office are all educated with the system. Having multiple resources in a large amount of departments can lead. The focus of the training should be an all inclusive breakdown of the system for every end user and not focused on which aspects of the ERP apply to which people. If all the trainees are exposed to each field then this will result in greater success within the system for the company as a whole. Having training sessions overlap and relate constantly to one another will achieve this wide spread education without losing the interest of the end users.
10. Knowledgeable Trainers . Make sure that your training consultants are highly experienced. If end users are trained by someone who is also just learning the system for the first time this will lead to many problems in the future that will cause constant frustration rather than success. Test your trainers experience and practice by asking full in depth questions about past problems, use, and experience. If they do not quite fit the part and you are not 150% percent sure this is the right person for the job, do not give this vital task to them.
Taking all of the steps into consideration a balanced and correctly implemented use of these tasks will result in ERP success. Greater efficiency, documentation, and reassurance from your trainees is easily obtainable when using this steps as a guide.
http://www.cio.com/article/631463/10_Ways_Poor_Training_Can_Cause_Your_ERP_Implementation_to_Fail
How Does Your Business Handle End User Training?
Are you worried if your trainers really have the right skills to properly train your end users? Take this short quiz to see if your business needs any training improvements. If you have any concerns about your end user training, contact TIA www.tiainc.com and learn about engaging cost-effective e-Learning and classroom training solutions! Get your software ROI and help your end users become more efficient. TIA Instructional Designers have developed custom training programs for all the popular ERP applications including- JD Edwards, PeopleSoft, Oracle E-Business Suite, SAP, Lawson, as well as legacy and CRM systems. Don’t let your end users struggle with software – make training easy in your organization.
http://www.techrepublic.com/blog/career/do-your-it-trainers-really-have-training-skills/3052?tag=nl.e106
A Summary of 10 Training Tips to Ensure ERP Success
In the next two steps of his article, 10 Ways Training Can Cause Your ERP Implementation to fail, Jeff Carpenter first emphasizes the importance of ERP training staying at the top of the priority list. Then secondly, how it is essential to complete all steps of the program one step at a time, while keeping larger business goals in mind. Here are TIA’s interpretations of Jeff’s points:
3. Dedicate the Right Resources. Don’t think of the technical writing team and trainers as last phase team members. And don’t remove them completely from your project plan. Use the training development brain trust early and at the project start, to assist with the business process maps, use cases, test scripts, all that ERP implementation content can be re-used during the project for accurate, custom training materials. Dedicate a technical writer and training developer at the beginning of your ERP implementation project start – and add the necessary training developers to complete the custom course-ware and E-learning solutions at least 5 to 6 months before go-live
4. Capture the Legacy. Don’t let the tribal knowledge get lost in transition. Ensure that the training development team or if you are fortunate to have a dedicated change management team on the project use them to reach out to the end users and capture key process and concerns about the change. Make sure that communications and that training addresses what is changing for the end users and why the change is being made.
Continuing to look at Carpenter’s article the next two steps highlight the importance of the fundamentals of training sessions. Your end user not only needs to be well educated on the ERP, they also need to be excited to learn its inner workings.
5. Short Productive and Focused Training Sessions: It can be efficient to plan training in smaller chunks. You can learn in short spaces of time. Keeping training sessions to shorter time frames, will keep all of the attendees attention the full time. Breaking up the training into the most important information and supporting it with relevant exercises and hands on will allow trainees to comprehend the information much more quickly. Also organize the curricula so that end users are only attending the sessions they need to know, chunk modules and topics for the user audiences.
6. Combine Concept and Transaction Training: When training end users to utilize a new or enhanced ERP, the training program needs to include conceptual and process oriented discussions. The learner needs to understand the concepts of the ERP and how the different modules and transactions relate to the entire effectiveness of the system. In addition, the training program must have transactional; or task-based topics to ensure the learners are completing the day-to-day functions in the appropriate and timely manner. Transactional training absolutely requires hands-on experiences. This combined training approach increases overall knowledge and execution of the ERP, keeping the overall business processes intact.
Coming in the next few days we will take a look at improving your ERP system, where we will expand on the importance of the dynamics that lead to a successful training.
Dr. Ruth Clark Speaking in Denver Soon!
Don’t miss out on this highly beneficial opportunity for your business to hear the E-learning expert Dr Ruth Clark! E-learning continues to explore and expand the boundaries of effective training approaches. Dr. Ruth Clark is a leader in understanding innovative structures to learning. Not simply with programs such as PowerPoint, but she comprehends the complexities of scenario-based learning, which is relevant to most of us. Dr. Clark will share how to properly execute and create the successful scenario-based learning atmosphere. She will also address and answer common questions ranging from the basics of what E-learning is and its potential along with how to properly to use E-learning to accelerate your business. Don’t wait register now!
Date: April 27 Dinner 5:30 – 8:00PM
Price: Member: Early Bird $25; Normal $35; Late $40 Non-Member: Early Bird $35; Normal $45; Late $50
Location: The Red Lion Hotel, 3200 S. Parker Rd Aurora CO 80014, 303.695.1700
Want to learn more about Dr. Ruth Clark? Check this link to her biography and learn more about her credentials and expertise revealing many other ways how she can help your business grow.
http://www.clarktraining.com/about.php
A Summary of 10 Training Tips to Ensure ERP Success
A current CIO article is making the buzz – 10 Ways Poor Training Can Cause Your ERP Implementation to Fail by Jeff Carpenter, President of Caveo Learning . Fri, October 29, 2010
http://www.cio.com/article/631463/10_Ways_Poor_Training_Can_Cause_Your_ERP_Implementation_to_Fail
Here is a TIA summary of the key points and embellished with our ERP Training development expertise.
- Ensure Training is included in the detailed Project Scope, and is integrated throughout the project - not just a vague single line item. A successful Training Plan should include team resources involved at the earliest stages of the ERP project starting with business process design and use case requirements throughout build, test, training, go-live and ongoing support
- Start with the end in Mind - to quote Steven Covey, and ensure Business Processes are documented. A successful Training Plan leverages the “As Is” scenarios to build from and the new “To Be” processes should be captured and utilized during the use cases and test scripts – which eventually define the end user tasks which must be trained on.
Stay tuned for the next key tips for ensuring training can provide a successful ERP Implementation.
Attending Oracle OpenWorld in San Francisco Sept 20-23?
Will you be at Oracle OpenWorld 2010?
If so, TIA will be attending Oracle OpenWorld and we’d like to share our latest programs with you. Programs that can boost your organization’s well being…
• How to provide training on the go – new and efficient ways to offer robust web-based learning, or,
• leveraging your intranet so employees can get needed information as quickly as possible,
or,
• how to build effective user-oriented job-aids – when you don’t have any technical writers – by utilizing our fully editable JD Edwards and Oracle User Documentation Library.
Learn more about TIA. Inc. – a JD Edwards/Oracle partner since 1995.
Here’s a few ways we have helped our clients prepare for growth and be healthier in 2010:
- A global brewing company upgraded their ERP, and TIA developed translated job aids and simulations reducing how much time it takes to get their employees up to speed with the new functions.
- A national software leader selected TIA to map business process and document their Oracle procurement tools to improve cash flow and streamline vendor management.
- An international Oil & Gas company partnered with TIA to document their internal HR and Payroll processes and procedures as part of a PeopleSoft upgrade - now as they acquire drilling sites/businesses new employees know the one place to go to get accurate and consistent HR answers.
Can’t wait to see you,
Daya Haines Haddock
CEO and President
TIA, Inc.
Office – 303.951.4229
Fax – 303.330.0123
Email – tiainfo@tiainc.com
Web – www.tiainc.com
From Policy to Practice: The “How To” of Documentation – Part VIII
Documentation is Never Having to Say You’re Finished…
Once you have created, reviewed, and gained sign-off from the business process owners and value chain champions, you are not done. After spending the hours and effort to create the process documentation, you need to put a maintenance and review plan in place for the “care and feeding” of the materials. Tools can help. Select a tool that meets these requirements:
- Provides easy graphics capabilities, such as MS VISIO or PowerPoint
- Simple enough for business users, such as MS Word, Adobe Acrobat
- Quickly deployable to a large number of users – SharePoint, corporate Intranet, or RoboHelp
- Supports collaboration, such as SharePoint
- Easy version control, to allow one author to “check out” a document at a time and “check in”, when finished, such as Saba, Docent, or SharePoint
- Provides a sustainable repository
Create a maintenance schedule for reviewing and updating the process documentation at least annually. In addition, audit cycles can be used to review the materials and get feedback from users. By integrating your process documentation updates with business cycles when audits and controls are completed, you can be most effective with your maintenance plan. When reviewing a process, job roles should be evaluated, system efficiencies should be confirmed, and best practices should be integrated in order to streamline the process. Other events that might trigger a documentation review are reorganizations, mergers and acquisitions, new product purchases or deployments, or significant changes to higher level company policies or procedures.
Where To Go From Here?
Hopefully this overview has given you some insight into expressing what you do and how you do it. If after reading this, you look around and determine your current documentation is inadequate – then now is as good a time as any to get a fresh start!
Dean Stanberry is a facilities management professional with leadership experience creating FM organizations and documenting FM processes. Dean may be reached at mdstanberry@comcast.net.
Daya Haddock is President of TIA, Inc. a 30-year Documentation and Training services company that is committed to make a difference in the workplace with custom training programs and information materials that can be accessed in 30 seconds or 3 clicks. Daya may be reached at dhaddock@tiainc.com.
From Policy to Practice: The “How To” of Documentation – Part VII
How Do You Publish and Distribute Your Documentation?
Communication and distribution are key elements of successful documentation deployment. Most people still tend to think in terms of documentation as simply a Microsoft Word or Adobe Acrobat file. These may be but one of many methods your documentation finds its way into daily use. Many companies are migrating to a strictly digital deployment medium. With tools such as Microsoft SharePoint, you can simplify posting and searching for individual documents (files). A more sophisticated approach might include a company Wikipedia site (wiki), which could also cross-reference and link items within the process content to other related materials.
If you have a mobile workforce, you might publish your reference material in formats suitable for the iPhone, Blackberry or other handheld devices. You may also need to consider items such as computer based training and job aides. All of these examples have the potential to evolve your initial policy, standards, and procedures from paper-based documents to on-the-go tools that are accessible 24/7.
Stay tuned for the last part!