performance support demystified · distracted, overwhelmed and impatient – the information...
TRANSCRIPT
Performance Support Demystified
3
”We are all at the crossroads of three mega trends:
1. The digitization of business procedures and operating models
2. The rise of knowledge to the most important resource in any organization
3. The increasing importance of unfolding talent as the prime task of
management”
Rolf Zajonc
Managing Director, tts GmbH
3
Contents
PerformanceSupport & Software
07| Best Practice | SITA Jonathan Jowett, Justin Neale & Rashmi Singh
Towards a more effective and efficient standard of trainingSITA, a global provider of software for the aviation industry, is revolutionizing the way it launches new applications
13| Best Practice | Thurgauer Kantonalbank Martin Reinhard
Supporting employees in their ‘moment of need’Thurgauer Kantonalbank: “tt performance suite has become an indispensable part of our daily life!”
10| Best Practice | REWE Systems Mareike Heidemann-Jarosch & Dany Rousseau
Enhanced on-the-job performance thanks to Performance SupportOver 12,000 employees use the ’Orange‘ and more are joining them every day – the success story at REWE Systems
04| Keynote Speech Performance Support & Software | tts Manuel Walker
Performance Support – the cure-all for thecostly ’forgetting-curve‘The golden rule when it comes to employees and learner knowledge: it’s all down to the mix
54
MANUEL WALKER | SENIOR CONSULTANT PROFESSIONAL SERVICES
Performance Support – the cure-all for the
costly ’forgetting-curve‘The golden rule when it comes to employees and learner knowledge:
it’s all down to the mix
5
KEYNOTE SPEECH ON PERFORMANCE SUPPORT & SOFTWARE | TTS
The latest statistical surveys paint an
ugly picture: employees are inter-
rupted every five minutes in the
workplace. They spend a whopping
41 percent of their workday dealing
with matters that have no direct
bearing on their actual duties. They
devote 25 percent of their time to
e-mails. In addition, two-thirds of
employees complain of excessive
stress, meaning that they have insuf-
ficient time to do their job. Not only
that, but they unlock their smart-
phones up to 150 times per day, and
watch videos for up to four minutes.
Content has to capture their atten-
tion within five to ten seconds, or
else they move on. Against this back-
drop of distraction, impatience and
the feeling of being generally over-
whelmed, they can only dedicate one
percent of their working week to for-
mal learning. So, what can be done
to make learning more efficient?
Smart learning from the beginning enables it to remain relevant over time”The traditional approach has taught
us that the ‘forgetting-curve‘ is very
steep indeed,” explains Manuel Walk-
er. Whenever employees acquire a
certain level of knowledge via formal
learning in the run-up to a big event
– such as a product rollout or soft-
ware go-live – their new-found
knowledge rapidly fades away if it’s
not applied.
”Employees then work in the expen-
sive on-the-job learning curve and
that is costly,“ continues Walker, ”as
they strive to remember what they
learned just a few weeks earlier. In
the worst-case scenario, all that ear-
lier knowledge has been completely
forgotten.“ This is where Perfor-
mance Support comes into play: only
a little is learned at the start. Instead,
employees receive specially tailored
assistance – which is directly linked
to the respective business applica-
tion and precisely focused on the
process at hand – for the moment in
which the knowledge is required.
This way, they not only get to refresh
their knowledge, but even expand it
beyond the initial level, thereby en-
Distracted, overwhelmed and impatient – the information overload hinders efficient learning
in the workplace. Manuel Walker, Senior Consultant Professional Services, tts, analyzes which
scenarios call for formal training and which situations are suited to knowledge transfer via
Performance Support. A two-pronged plan of action often proves to be impressively successful
in boosting workplace performance.
76
KEYNOTE SPEECH ON PERFORMANCE SUPPORT & SOFTWARE | TTS
INSIGHTS, TTS FORUM 2017
abling them to deliver optimal per-
formance as ‘can-do‘ employees.
Various resources via three mediaClassic Performance Support mea-
sures include: job-helps and quick
reference cards, step-by-step guides,
short web-based training and docu-
mentation, as long as they have a
fragmented structure and can be
easily found in the system. It’s also a
good idea to facilitate jumps to vari-
ous communities, chats and help-
desks, just in case the learner fails to
find the way forward with the exist-
ing resources. These learning aids
are disseminated in-house via an
‘Electronic Performance Support Sys-
tem‘ (EPSS) client, such as a tt guide,
and/or via a web portal which, thanks
to the wonders of mobile access, can
also provide field staff with the re-
quired content and assistance on
demand.
Benefits of formal training “So is formal training dead and bur-
ied? Of course not,“ responds Manuel
Walker to his own rhetorical ques-
tion. Formal training is indispens-
able and useful, particularly when
dealing with really complex change
processes, for example the rollout of
a new bank core system, stresses the
Swiss expert. Its many advantages
are demonstrated when companies
aspire to bring about a behavioral
change, such as in management
behavior or when encouraging sales
staff to approach people in a different
manner. Formal training also has the
edge in scenarios where networking
and feedback play an important role
in attaining learning goals.
It’s all in the mixWhen weighing up the options re-
garding formal or informal learning,
it’s a good idea to use the ‘5 Moments
of Need‘ model from educational
psychologist Linda Gottfredson.
Whenever (1) something is learned
for the first time, or (2) knowledge is
expanded, it is normally covered by
formal learning, “Be it via classroom
training, a webcast or e-learning,“
asserts Walker. However, when the
goal involves (3) applying what has
been learned or remembering what
may have been forgotten, Perfor-
mance Support is the number one
choice for targeted, quick learning.
And it’s also a perfect fit for (4) when
things don’t go according to plan or
(5) when slight changes are intro-
duced, or tasks that are rarely per-
formed have to be mastered. The tts
expert goes on to recommend a two-
pronged approach to the learning
method when handling issues such
as release changes or product train-
ing: “Start off with formal training to
raise employees’ knowledge to a cer-
tain level and then let Performance
Support work its magic when it comes
to building on this knowledge.“
“Start off with formal training to raise employees’ knowledge to a certain level and
then let Performance Support work its magic when it comes to building on
this knowledge.“
Facts & Figures
Performance Support...
• works in a gradual way: a
little learning content at the
start, but continuous support
when the need arises
• offers customized help that
is precisely focused on the
process at hand
• empowers employees to
help themselves
• should be complemented
with formal training,
particularly when a big
change is on the cards
77
Towards a more effective and efficient standard
of trainingSITA, a global provider of software for the aviation industry,
is revolutionizing the way it launches new applications
JONATHAN JOWETT | TRAINING MANAGER
JUSTIN NEALE | PROJECT PORTFOLIO DIRECTOR
RASHMI SINGH | LEAD INSTRUCTIONAL DESIGNER
98
BEST PRACTICE | SITA
When SITA needed to roll-out new software to some 1,500 users in over 100 airlines they quickly
realised that face-to-face training and ‘Train the Trainer’ approaches were never going to work.
Instead, they opted for the state-of-the-art training approach known as ‘Flipped Learning’.
Based on tt knowledge force, ‘Flipped Learning’ means that learners initially familiarize themselves
with content on their own (e.g. via e-learning) before subsequently applying their new-found
knowledge in a classroom scenario – where the trainer assumes the role of coach.
Airlines the world over operate with
one golden rule in mind: no SITA
information and communication
technology, no take-off. Covering
everything from load planning and
baggage solutions through to check-
in and overall airport management.
SITA’s 4,500 employees supply ap-
proximately 400 aviation companies
with innovative IT services and soft-
ware solutions from 135 countries.
For many years now, SITA’s challenge
has been to train the customers and
employees to use its fast changing
portfolio of products in which hun-
dreds of millions have been invested.
All this while confronted with limited
resources and a tight schedule.
Take-off for ‘training transformation’It took the SITA team three months to
weigh up all the options and decide
on the right learning technology.
Their decision was based on
11 criteria, including: user-friendli-
ness, multiple authors, a defined
workflow, automatic publishing and
total cost of ownership. tt perfor-mance suite delivered by far the best
results. It was THE solution to meet
the needs of SITA: more e-learning,
more self-help for learners and
lower-cost content creation. Despite
the many good arguments in favor,
there was still some opposition to
the move explains Justin Neale,
Director Customer Strategy & Ex-
perience: “Many people maintained
that we should just leave everything
as it was,” says Justin, “but the market
had changed, just like the require-
ments of our customers and employ-
ees. It‘s truly astonishing to witness
the extent to which technology has
acted as a catalyst for change within
the company. This transformation
has allowed us to clearly differentiate
ourselves from the competition.”
“tt performance suite delivered by far the best results. It was THE solution that met SITA’s
key requirements for more e-learning, more self-help for learners and lower-cost
content creation.”
99
BEST PRACTICE | SITA
INSIGHTS, TTS FORUM 2017
‘Flipped Learning’ with real-life scenariosSeminar participants were not just
more active and independent, but
also the quality of their questions
was higher than before, and learning
success was more sustainable.
“The ‘Flipped Learning’ model was
extremely well received and feed-
back from across the entire group
was positive,” according to Training
Manager Jonathan Jowett. Having
sampled the benefits, Jonathan says
he’d “recommend ‘Flipped Learning’
to training professionals across the
industry” and believes that the
tt performance suite now lies at the
heart of SITA’s training success: “If
we consider the creation of just one
piece of documentation for one
software product focused on ‘load
balancing’ of planes, we were able to
reduce the time required for comple-
tion by 50%.”
Key benefits of the tt performance suite: learning content and transla-tionsWith tt performance suite by their
side, authors have already compiled
over 2,000 pieces of learning content
in the official SITA corporate design.
Content is made available in the
form of e-learning courses, manu-
als and learning aids, as well as off-
line demonstrations, and accessed in
the learning management system
via the SCORM standard. Documents
are made available to software users
for interactive use as soon as they are
added to the LMS. Manuals can either
be viewed online or as printed off-
line resources. Many of the compa-
ny’s sales employees use this offline
documentation during customer
presentations, according to Rashmi
Singh, Lead Instructional Designer.
Course acceptance was also boosted
by integrated translations in various
languages, such as Russian, Turkish,
Spanish or Farsi.
Facts & Figures
• Software provider with 4,500
employees in 135 countries
• SITA has been using
tt knowledge force since
2014 – the rollout of tt guide
has just begun
• Quicker introduction of
SITA software thanks to
more efficient training
• Reduction of time required
for creation of documentation
was 50%
• Sales employees enjoy
greater flexibility
“tt performance suite lies at the heart of our success – If we considered the creation of just one piece of
documentation for one software product focused on ‘load balancing’ of planes, we were able to slash costs by reducing the time required for completion by 50%.”
1110
MAREIKE HEIDEMANN-JAROSCH | IT TRAINING INSTRUCTOR
DANY ROUSSEAU | IT TRAINING INSTRUCTOR
Enhanced on-the-job performance thanks to Performance SupportOver 12,000 employees use the ’Orange‘ and more are joining them
every day – the success story at REWE Systems
1111
BEST PRACTICE | REWE SYSTEMS
“The fact that the process owners could integrate into the content
production process easily, without having to become e-learning experts,
was what really convinced REWE’s departmental experts.”
The REWE Group is a retail and tour-
ism enterprise based in Cologne,
Germany. It employs 330,000 people
and has a total turnover of 54 billion
euro. REWE Systems supports the
IT needs of approximately 200,000
REWE employees working across
the group’s numerous world-class
retail and tourism brands. As part of
the digital transformation strategy
underway across the group, REWE
Systems introduced a Performance
Support system equipped to manage
a veritable ‘jungle‘ of over 500 diff er-
ent applications.
Visionary: all the IT Systems knowledge you need in one placeOriginally, each IT application came
REWE Systems is the IT subsidiary of the REWE Group. Three years ago, the business set itself a
bold challenge: it wanted to consolidate the many knowledge assets held across the workforce
into one, simple to access knowledge base. Today, an important milestone has been reached:
225 authors and over 12,000 users now enjoy access to the ’Orange‘, and over 400 IT simulations
are available.
with its own help and support re-
sources, but these resources varied
dramatically. Help and resources
were not delivered in uniform for-
mats and quality varied dramatically.
Frequently users would have access
to specialist helplines, but employees
often resorted to informal help, ask-
ing colleagues across the desk for
hints and tips. This far-from-ideal
situation was complicated further
with the introduction of SAP Retail in
the purchasing department. Mindful
of the need to control implementa-
tion costs, REWE ultimately decided
that a blend of face-to-face semi-
nars, online learning and perfor-
mance support presented the best
way forward.
Support is kingDuring the proof of concept phase,
when various solution providers
were involved, priorities focused on
usability and technical compatibility.
Both end users and authors needed a
system that was easy to use and a
comprehensive range of deployment
scenarios also had to be tested. As
REWE Systems came to recognise
the need for a learning partner with
the ability to support distinctive needs
tts became a natural frontrunner.
“There’s a huge diff erence between
using a helpline staff ed from the
other end of the world and having tts
experts available to suggest quick,
competent, high quality solutions,”
explains IT Training Instructor Ma-
1312
BEST PRACTICE | REWE SYSTEMS
reike Heidemann-Jarosch. Support
was a decisive factor in opting for tts,
“and we have absolutely no regrets”,
says Heidemann-Jarosch.
Urgently required: authors, authors and more authorsThe pilot phase kicked off with three
in-house pilot ‘customers’ – namely
SAP Retail, Business Administration
Organization and HR-IT/HR Process
Management. To make sure the new
system supported employees in their
‘moment of need’, Quick Access and
its guides needed to be populated
with relevant content quickly. This
prompted an immediate need for
Subject Matter Experts and authors. A
one hour roadshow proved to be the
best advertisement for authoring tal-
ent and generating widespread en-
thusiasm. Aimed at various depart-
ments, such as Purchasing, the
roadshow highlighted the impor-
tance of delivering help for end users
within context, and showcased the
potential of a role-based authoring
concept for content creation. The
fact that REWE’s own departmental
experts could be incorporated into
the content creation and release
process, without necessarily being
e-learning experts, was what really
convinced stakeholders.
Rapid increase to 225 authors The success of the roadshow and
other in-house promotions for tts
‘Orange’ (REWE System’s name for
QuickAccess), including posters, post-
cards, flyers and explanatory videos,
is impressive: REWE Systems’ pool of
authors has already grown from 25 to
225 and these authors are supported
with custom workflows specifically
designed for REWE, best practice
training models and technical advice
on demand. Any special requests/
features are coordinated with tts
directly. Over the course of the pilot
phase quality assurance was increas-
ingly identified as a priority require-
ment for REWE Systems. For exam-
ple, if files are displayed upside down
or inconsistent terminology is pres-
ent using the tts ‘Orange’ is unlikely
to deliver a satisfactory experience.
After two years, the results speak for
themselves: authors have uploaded
almost 3,500 external documents
(manuals etc.), 420 IT simulations
and 255 guides involving REWE-
specific applications. In addition, tts
has supplied 1,200 office guides and
web based training resources to re-
place the former first level support
system for all Microsoft Office appli-
cations.
Lessons learned and the mobile Android world as the next goalJust one year after its launch, Perfor-
mance Support via the ‘Orange’ was
available to 12,000 users throughout
Germany. Other forms of assistance,
such as automatic software installa-
tion, are expected to boost accep-
tance even further. Meanwhile, there
is an entire community of authors
that regularly receives training, and
also enjoys access to workshops and
webinars, along with first and sec-
ond level support. Large in-house
customers are kept up-to-date with
developments during regular meet-
ings. A virtual roundtable of all
225 authoring experts is expected
to launch shortly. It’s full steam
ahead for Performance Support at
the REWE Group, but REWE Systems
has even more ambitious plans:
“Performance Support doesn’t stop at
at office workplaces: It’ll be rolled out
to the stores; provide on-site support
to back-office employees running
Linux; and become accessible on
Android-based MDC devices and
Android touch tablets,” says IT In-
structor Dany Rousseau. This
involves modifying the ‘Orange’
from Windows to Linux, a process
already completed hand-in-hand
with tts. The evolution continues.
INSIGHTS, TTS FORUM 2017
Facts & Figures
• QuickAccess is used by
12,000 REWE employees
today. Expansion to
73,000 planned soon
• 420 IT simulations of
REWE-specific applications
• 69 supported IT applications
• 3 dedicated employees
support training, conceptual
consulting and applications
for tt performance suite
• Integration with Linux and
mobile Android devices
1313
Supporting employees in their
‘moment of need’Thurgauer Kantonalbank: “tt performance suite has become
an indispensable part of our daily life!”
MARTIN REINHARD | HEAD OF TRAINING, THURGAUER KANTONALBANK
1514
BEST PRACTICE | THURGAUER KANTONALBANK
Based in the Swiss canton of Thurgau,
TKB is a modern, full-service bank
with a workforce of over 750 em-
ployees. The bank looks after 180,000
customers spread across 29 branch
offices. TKB and tts have been work-
ing together since 2007 to deliver an
employee training mix that com-
prises face-to-face training, road-
shows, webinars, teasers, videos and
intranet guides. Learning support
out,” explains Martin Reinhard, Head
of Training. “But, since rolling out
tt performance suite‘s QuickAccess
module these resources are increas-
ingly being replaced by live help.“
Instead of asking a neighbor – just click the ‘Orange’ In the old days at TKB, getting learn-
ing at the ‘moment of need’ meant
quickly asking a colleague across the
desk for assistance, or calling the
Helpdesk. These days, it’s just a
question of clicking the ‘Orange’ to
access answers on demand. “We want
to encourage every single employee
to use the ‘Orange’,” says Martin Rein-
hard. “Needless to say, changing the
learning culture is quite a challenge,
but we’re progressing the switchover
with pace. Intranet based resources
Optimizing the learning behavior of employees while also slashing the amount of paper consumed:
For Thurgauer Kantonalbank (TKB) achieving these goals required cultural change, and that change
was kick-started with Live-Help and QuickAccess.
In the old days at TKB, getting learning at the ‘moment of need’ meant quickly asking a colleague across the desk for assistance,
or calling the Helpdesk. These days, it’s just a question of clicking the ‘Orange’ to access
answers on demand.
for ISO standard regulatory issues or
consultant certifications is delivered
via web based training. Having
recently introduced QuickAccess,
TKB is recognizing new potential.
Instead of wasting time and paper – just click the ‘Orange’“We still have a number of How-to’s
and guides available in the intranet
for employees to study and print
1515 INSIGHTS, TTS FORUM 2017
BEST PRACTICE | THURGAUER KANTONALBANK
are being downscaled and we’re
referring more users to QuickAccess
every day. This generates significant
added value for our 750 strong work-
force. Employees are better equipped
to solve problems quickly and easi-
ly.” TKB has already created over 80
Live-Help answers for its banking
platform and employees are using
them with real enthusiasm.
Learning videos for customers and employees – consumption of light ‘nuggets’Martin Reinhard’s enthusiasm for
what tt knowledge force makes
possible is obvious. Recently, he
used tt knowledge force to produce a
learning video for their banking ap-
plication‘s new ‘Advisory Cockpit’:
“Communicating this information in
a three-minute ‘nugget’ was much
easier than offering face-to-face
training or producing a training
roadshow. After all, consultants
should be able to learn how the ‘Cock-
pit’ works in a reasonable amount of
time.” However, the bank‘s employ-
ees weren‘t the only ones to benefit:
the suite was also used to produce
short professional video explainers
that helped TKB‘s 180,000 custom-
ers familiarize themselves with the
bank‘s new e-banking application.
TKB and tts teamed up to develop a
branded HTML5 template for the
bank. TKB supplied the screenshots
and images and selected the speak-
ers. tts produced the design, created
the storyboard, compiled the speaker
texts and comments, then intro-
duced sound and animation into the
mix. “The entire collaboration was
handled with a high degree of exper-
tize and proficiency,” says Reinhard.
Independence for the futureFor the second e-banking learning
video, Martin Reinhard teamed up
with the bank‘s E-Channels depart-
ment and was able to produce the
lion‘s share of the video himself. “The
collaboration with tts was straight-
forward and quickly bore fruit,” he
said, “and the learning videos were
very well received by customers.“ In
the future, he hopes to create even
more Live-Help resources. He’s keen
to collaborate with other departments
and get them much more involved in
production as older, intranet based,
resources are phased out. But he
also has another goal. He’d like to
encourage collaboration from the
bank‘s IT learners as more ‘Smart-
Components’ are developed. This
will ensure that self-produced web
based training resources look mod-
ern and ‘polished’. All these measures
are gradually becoming more inter-
twined: Live-Help allows employees
to learn quicker and easier, thus re-
lieving pressure on the Helpdesk,
while every click on the ‘Orange’
simultaneously reduces paper con-
sumption – TKB’s sustainability
strategy aims to cut the amount of
paper used by 15 percent.
Facts & Figures
• First introduced
tt performance suite
in 2007
• Learning videos for 180,000
bank customers and approx.
750 employees
• Speedy access directly
from the application to
80 Live-Help resources
for the banking platform
• Reduction in paper
consumption thanks
to QuickAccess
• High level of user
satisfaction
tts is a full-service provider for Software, HCM Consulting & Corporate Learning• tts software: tt performance suite, comprising of our authoring and
documentation solution tt knowledge force and the performance
support solution tt guide.• Consulting: From integrated HR Strategy consulting to professional
implementation and operation of SAP SuccessFactors & SAP Human
Capital Management.
• Corporate Learning: Training & digital learning media
About ttsWe support your organization with innovative technologies and services to tap the full potential
of your employees and their knowledge. Reliability, integrity and competence form the basis
for long-term collaborative partnerships with these customers.
Numerous awards underline our leadership position
knowledge matters . www.tt-s.com
tts in figures
• 12 offices worldwide
• over 300 employees in
Europe and North America
• 19 years’ experience
• 500 customers worldwide
• 5 million users of
tts software
The Learning & Performance InstituteBrandon Hall Awards MMB-InstitutHR Excellence Award Amazon Partner Award
Want to find out more?We’re happy to help!
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T +49 6221 894 69-0
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T +44 20 7869-8022
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