successful training implementation

8/2/2019 Successful Training Implementation

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604

Successful TrainingImplementation

through a Continuous

Learning Plan

Maria Leggett, Textron Inc.


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Page 1Session 604 Successfu l T ra in ing I m p lement a t ion th r ough a Con t inuousLearn ing Plan Mar ia Legg et t , Te x t ro n I nc.

Company Conf iden t ia l

Su ccessfu l Tr a in in gI m p lem en t a t i on t h r o u gh aCon t inu ou s Learn ing P lan

Mar ia Legget t

Manag er , Legal Bus iness Analy s is

1


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W h os Been Here?

2

I used to be able to do this in the old system.This new system is so frustrating. Its so complicated..I dont have time to learn something new.I was told that I have to take this training.


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Sess ion Ob j ect ives

I n t h i s sessi on , you w i l l l ea r n :

How t o ana lyze and assess lea rne r f eedback

The com ponen t s o f a con t inuou s learn ing t ra in ings t r a te g y t o d e velo p a t r a in in g p lan

St r a te g ie s t o k e ep t r a in in g r e le van t a n d co n t i n u o u s b y

p ro v id in g j u s t - i n - t im e le arn in g t o u se rs

Var ious techn iques and t oo ls to de l i ve r t r a in ing v ia av ar i et y o f m e d iu m s

3


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Det e rm i ne t h e Tra i n i ng

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Su rv ey Your Aud ience

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Find t h e Pa in Po in t s


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Del i ve ry Me th ods

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Col lect Feedback f r om t h e Ex per t s

Cond uc t focus g rou p sess ions w i th you r bu sinesse x p e r t s . A sk t h e m h o w t h e y e n v i si o n t h e t r a i n in g .

Creat e a St eer ing Com m i t t ee o f bus iness exper t sa n d a sk t h e m t o r e v i ew t h e t r a i n i n g p l an , t r a i n i n gmate r i a l s .

8


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Tr a in in g Plan

Prepare a t ra in ing p lan tha t answ ers th eseques t ions :

Tra in ing Cur r i cu lumAud ience Needs Assessm entResources and Mater ia lsDel ive ry Me th odsEva lua t ion and Measu rem en t

Tra in ing Con t inuu m

9

Handou t : T ra in ing Plan Temp la te


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Tr a in ing Cur r i cu lum

1 0

SystemFeatures

Target Aud ience

P re fe r red Del ivery

Learn ing B locks

I m p o r t a n t Func t iona l i t y

Competenc ies


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Cont inu ous Tr a in in g Fr am ew ork

1 1

Break t r a in ing in tosma l l modu les tha tcan be de l ivered in 1to 2 h our sess ions.


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Oppor t un i t i es fo r Pr act i ce

1 2

Prov ideoppo r t un i t i es f o rrea l w or ld p rac t i ce.


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Deve lop t he Tr a in ing

1 3


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Tr a in ing Mat e r ia l

Var ie ty o f Ma te r ia l s i n D i f f e ren t Fo rm ats

Tra in ing Manua ls

Job A ids/ Qu ick Gu ides

Get t ing St a r t ed Gu ides

Sh o w M e De m o n s t r a t i o n s

Frequen t l y Asked Ques t ions

Glossary

Week ly T ips

Em bedded He lp / EPSS

M on t h l y Ne w s le t t e r s

1 4


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Get t ing St a r t ed Gu ides

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On-board in g documen tf o r new user s .


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Show Me Dem onst r a t i ons

1 6


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Qu ick Tips

1 7

Po in t o u t t i ps and t r i cks t h a t even exper ienced users mayn o t k n ow .

1 -2 pagedocum en tou t l i n i ng t i ps

Great t ake-aw ay fo rl ear ne r s w hoa t t end t r a i n i ng

or pa r t i c ipa te ina su rvey .


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FAQs and Glossary

1 8

Prov ide u sers 24x7access t o f requ ent lyasked quest ions .

Glossar ies are he lp fu l w i thcom p lex t e r m ino logy .


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W eek ly Qu ick Tips

1 9

Keep t r a in ing f resh bysend ing w eek l y qu i ck t i psv ia ema i l .

Use m on t h l y new sle t t e ras a larger f o ru m t od iscuss severa l top ics.Pos t new s let t e rs t o aSha r ePo in t o r Web s i t e f o rfu t u re re fe rence.


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Em bedded He lp / EPSS

2 0

Prov ide lea rners w i thJI T in t he app l i ca t ion .


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Tr a in ing Del i ve r y

Del i ver t r a i n i ng v i a d i f f er en t m ed iums

Class room I LT t ra in in g

Asynch ron ous e -Lea rn ing

Synch ron ous I LT t ra in ing v ia co l labo ra t ion t oo ls

On th e Jo b Tra in in g / M en to r i n g

Video / Phone Con fe rences

Mob i le App l i cat ions

2 1


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Prom ot e t he Tra in ing

2 2


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Cham p ion t he Lea rn in g

Secu r e suppo r t f r om key s t akeho lde r s w i t h i nyour o rgan iza t i on .

Re cru i t y o u r ch a m p io n s t o p ro m o te t h e l ea rn in g v iam e et i n g s o r e m a i ls .

Sh a re t r a in in g va lu e w i t h m a n a g em e n t a n d a sk

t h e m t o s h a r e w i t h t h e ir d i r e ct r e p or t s .

2 3


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Com m un ica t e Ch anges Ear ly

2 4

@


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Com m un i ca t e and Pr om o t e

Deve lop an o r gan iza t io na l read inesscampa ign .

Ga th e r a t e am o r r e p re sen ta t i ve s ( p o w e r u se rs,m a n ag e rs, an yo n e w i t h w h o h a s a p u l se f o r w h a tth e lea rne rs need ) and engage them in th e UserAccept ance Test in g .

Recru i t successfu l lea rne rs in a depa r t m en t o rbus iness un i t t o be th e sub j ect o f a case s tudyd is t r ibu ted t o a l l l ea rne rs .

2 5


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Sn eak Pr ev iew

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Prev iew o f t he so f tw a re t o p repa re use rs on wh a t t hey need t o l ea rn


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Pr om ot e Tr a in in g as a So lu t i on

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Cont inu e t he Tr a in ing

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Ad jun ct Suppo r t

En l i s t l ea rne rs to con t inu e the t ra in ingm o m e n t u m b y d e l i v er i n g t r a i n in g t o t h e i rdepar t m en t o r bus iness un i t .

Del ive r T ra in - t he -Tra ine r sessions to keep t ra in ingcons is ten t .

Pr o v i de t h e m w i t h p r o p e r m a t e r i al s f i n al i ze dt r a in in g p re se n ta t i o n s a n d i n s t r u c to r g u id es .

Fo l lo w u p w i t h y o u r a dj u n c t s u p po r t t o e n su r em ate r ia ls get feedback .

2 9


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I n st r u ct o r Gu i d e

3 0


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Tr a in ing Por t a l

3 1


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Pr ov id e Pr act i ce Oppor t un i t ies

3 2


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Crea t e a Learn ing Com m un i t y

3 3

Engage learn ers to learnf r om each o t he r .

St a r t t he f o r um w i t h a t i pand a l low users t o sharefeedback an d t ips .


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Ev alu at e an d Rev ise

Gat her Vo ice o f t he Cust om er ( VOC)

Assess th e cu r ren t leve l o f t he lea rne rs and de f inea d d it i o n a l f o l l ow u p t r a in in g at s ch e d u led t im e sa f te r t h e i n i t i a l l a u n ch .

Co n d u c t Le vel 1 4 e va lu a t i o n s .

Ta lk t o Managers , Stee r ing Com m i t t ee Memb ers ,and Stakeho lders .

3 4


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Session 604 Success fu l Tra in ing I m p lemen ta t i on t h rough aCont inuous Learn in g P lan Mar ia Le gget t , Te x t r on I n c.

Page 1

March 24 26, 2010Orlando, FL

TRAINING PLAN

[PROJECT NAME]


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TABLE OF CONTENTS

SECTION 1.0 PROJECT OVERVIEW................. ............. .............. .............. ............. .............. ........ 3SECTION 2.0 BUSINESS NEEDS ..................................................................................................... 4SECTION 3.0 TEAM........... ............. ............. ............. ............. .............. ............. ............. .............. ..... 5

3.1 PERSON(S)/TEAM MEMBERS THAT ARE RESPONSIBLE FOR WRITING THE PLAN : .............................. 53.2 SPONSORS OF THE PLAN:.............................................................................................................. 53.3 KEY DEPARTMENTS/STAFF INVOLVED OR AFFECTED BY THE PLAN: .............................................. 5

SECTION 4.0 TRAINING CURRICULUM OUTLINE................ .............. ............. ............. ............ 6SECTION 5.0 OTHER CONSIDERATIONS...... ............. ............. .............. ............. .............. ........... 8SECTION 6.0 REVISION HISTORY............ .............. .............. ............. .............. .............. ............. 11


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Section 1.0 Project Overview


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Section 2.0 Business Needs


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Section 3.0 Team

3.1 Person(s) / Team members responsible for writing the plan:

Name Email address Phone Number

3.2 Sponsors of the plan:


3.3 Key departments / staff involved or affected by the plan:

Department Function # Staff Impacted


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Section 4.0 Training Curriculum Outline

Training Title CompetencyAddressed

SuggestedTarget

Audience

High Level AgendaItems

Delivery Methodand Availability

Priority


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Section 5.0 Resources and Materials

Training Media

PRINT MANUALS AND JOB AIDS, CBT, EPSS, FREQUENTLY ASKED QUESTIONS, BLOG, WIKI,DISCUSSION BOARD, ONLINE HELP


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Section 6.0 Delivery MethodsCLASSROOM ILT, ASYNCHRONOUS E-LEARNING, SYNCHRONOUS ONLINE SESSION, OJT, VIDEO ORPHONE CONFERENCE, MOBILE LEARNING


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Section 7.0 Evaluation and Measurement

EvaluationWHAT METHOD OF EVALUATION IS BEING USED TO DETERMINE THE SUCCESS OF THE OVERALLPLAN AND HOW OFTEN WILL THE EVALUATION(S) OCCUR?

(Level I Reaction, Level II Learning, Level III Behavior, Level IV Results)

Tracking and ReportingHOW WILL THE EDUCATION, TRAINING, DRILLS AND EXERCISES INCLUDED IN THE PLAN BETRACKED AND REPORTED?


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Section 8.0 Training Continuum

SustainabilityHOW OFTEN WILL ASSESSMENTS BE DONE AND THE PLAN REVIEWED AND EVALUATED TOSUSTAIN THE TRAINING PLAN?

RisksWHAT RISKS OR BARRIERS EXIST TO THE IMPLEMENTATION, EXECUTION AND SUSTAINABILITY OFTHE TRAINING PLAN?

Ongoing Course IdentificationProcessHOW WILL FUTURE TRAINING COURSES BE IDENTIFIED FOR INCLUSION INTO THE TRAINING PLAN?


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Section 9.0 Revision History

Version Date Name Description


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Session 604 Success fu l T rain ing I m p lemen ta t i on t h rougha Cont inu ous Learn ing P lan Mar ia Legget t , Te x t r on I n c.

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TRAINING PLAN

TeamConnect 3.1 Upgrade


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TABLE OF CONTENTS

SECTION 1.0 PROJECT OVERVIEW................. ............. .............. .............. ............. .............. ...... 15SECTION 2.0 BUSINESS NEEDS ................................................................................................... 15

AUDIENCE NEEDS ASSESSMENT .......................................................................................................... 15SECTION 3.0 TEAM ........................................................................................................................... 17

3.1 PERSON(S)/TEAM MEMBERS RESPONSIBLE FOR WRITING THE PLAN:............................................ 173.2 SPONSORS OF THE PLAN: ............................................................................................................ 173.3 KEY DEPARTMENTS/STAFF INVOLVED OR AFFECTED BY THE PLAN: ............................................. 17

SECTION 4.0 TRAINING CURRICULUM OUTLINE................ .............. ............. ............. .......... 18SECTION 5.0 RESOURCES AND MATERIALS............ ............. .............. ............. ............. .......... 22SECTION 6.0 DELIVERY METHODS............... ............. .............. ............. ............. .............. ......... 23SECTION 8.0 TRAINING CONTINUUM........................ ............. .............. ............. ............. .......... 25SECTION 9.0 REVISION HISTORY...................... ............. .............. .............. ............. .............. ........ 26


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Section 1.0 Project Overview

The TeamConnect application needed to be moved to new and more functional servers.

In addition, Mitratech released the 3.1 version of TeamConnect. This major upgrade is ahuge improvement to the interface and application performance of TeamConnect.

Textron needs to implement this release to improve the user experience.

With the significant upgrade to the user interface, extensive re-training will be requiredfor the attorneys and legal staff. There are also significant new features with the upgrade

that require training sessions.

Section 2.0 Business Needs

Textron needs to upgrade to 3.1 to improve user experience and improve platformstability and better application support.

The user interface of TeamConnect has changed drastically with the new version and

therefore, extensive training will need to be conducted to help users transition to the newversion. In addition, business processes in TeamConnect have evolved or changed since

TeamConnect was first implemented in 2004. After extensive data cleanup, the goal is touse the launch of the new version to train new and existing users on proper procedures of

entering data into TeamConnect to ensure accurate, valid legal data.

Audience Needs Assessment

TeamConnect currently has 225 users. The different legal process areas in TeamConnectare Legal Matters Litigation and Non-Litigation, Intellectual Property, Legal Entities

and Corporate Secretary Functions, Site Remediation, Invoicing Manual and Electronicand the Processing of Service of Process on TeamConnect and its Business Units.

TeamConnect Functions

59% of users enter new matter records 48% of users update and track legal records in TeamConnect 59% of user search for data in TeamConnect 55% of users enter invoices 43% of users review and approve invoices 11% of users utilize TeamConnect for Intellectual Property information 7% of users utilize TeamConnect for Compliance information 13% of users create new contact records


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TeamConnect Level of Expertise

2% of users consider themselves experts 48% of users consider themselves skilled 41% of users consider themselves occasional users 9% of users consider themselves new or beginner users

Methods of Learning

75% prefer Instructor-Led Training 33% prefer online training 38% prefer to use job aids and quick tip sheets 25% prefer to use training manuals 18% prefer to use FAQs 11% prefer to use Online Help


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Section 3.0 Team

3.1 Person(s) / Team members responsible for writing the plan:


MariaLeggett [email protected]

3.2 Sponsors of the plan:


Julie Duffy [email protected]

3.3 Key departments / staff involved or affected by the plan:

Department Function # Staff Impacted

Enterprise LegalLegal administration andsupport, legal invoiceprocessing

225


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Section 4.0 Training Curriculum Outline

Training Title Competencyaddressed

SuggestedTarget

AudienceHigh Level Agenda Items

DeliveryMethod andAvailability

Getting StartedwithTeamConnect

New FeaturesinTeamConnect

All Users Navigating in TeamConnect Setting up personal preferences in

TeamConnect Setting up Email Notifications

Instructor-LedWebex/onlinetutorial/QuickGuides/Manuals

Searching inTeamConnect

Searching fordata inTeamConnect

All Users Introduction to Collections Managing Collections Defining Search Result Settings Customizing Searching Exporting Search Results

Instructor-LedWebex/onlinetutorial/Quick

Guides/Manuals

TeamConnectMatter Records

Working withRecords

All MatterUsers

TeamConnect Records Creating a New Record Editing and Updating a Record Cancelling Edits and Handling

Unsaved Edits Copying a Record Printing a Record Record Security Adding History Records Working with Relations Adding Record Assignees Uploading Documents Adding Involved Parties Managing Records Expenses Managing Tasks and Appointments


TeamConnectContacts

Working withContactRecords

All Users Searching for Contacts Viewing Contacts Using Contact Collections Duplicate Contacts Creating New Contacts Editing and Updating Contacts Printing Contacts Managing Address Books Viewing and Subscribing to

Address Books

Printing Address Books



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SuggestedTarget



TeamConnect IPRecords

Working withRecords

All IPUsers

TeamConnect IP Records Creating a New Record Editing and Updating a Record Cancelling Edits and Handling

Unsaved Edits Copying a Record Printing a Record Record Security Adding History Records Working with Relations Adding Record Assignees Uploading Documents Adding Involved Parties Managing Records Expenses Managing Task and Appointments Working with Patent Foreign

Filings and Trademark Countries


TeamConnectCorporateSecretaryRecords

Working withRecords

AllCorporateSecretaryUsers

TeamConnect Corporate SecretaryRecords Creating a New Record Editing and Updating a Record Cancelling Edits and Handling

Unsaved Edits Copying a Record Printing a Record Record Security

Adding History Records Working with Relations Adding Record Assignees Uploading Documents Adding Involved Parties Managing Records Expenses Managing Task and Appointments

Instructor-LedWebex/onlinetutorial/Quick

Guides/Manuals


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SuggestedTarget



TeamConnectInvoices

Working withInvoices andAccounts

All Users Electronic Invoices Setting Up Records for Electronic

Invoices Reviewing Electronic Invoices Making Adjustments to Electronic

Invoices Approving Electronic Invoices Rejecting Electronic Invoices Printing Electronic Invoices Invoice Workflows Invoice Versions Searching for Invoices Marking an Invoice for Non-

PaymentManual Invoices Creating an invoice via a Template Adding Invoice Line Items Editing Invoices and Line Items Posting an Invoice Adjusting an Invoice Canceling an Invoice Approving an Invoice Rejecting an Invoice Printing an Invoice Uploading an Invoice Document Searching for Invoices Entering a Do Not Pay Invoice

Activating AP Vendors Searching for an Active AP Vendor Downloading the W9 Form Requesting Vendor Activation Confirming a Vendor is Active to

Invoice in TeamConnect


TeamConnectDocuments

Working withDocuments inTeamConnnect

All Users Searching for Documents Uploading documents Checking Out a Document Checking In a Document Creating a Document Folder Copying a Document Moving Documents

Generating a Document via aTemplate


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SuggestedTarget



TeamConnectBudgets andReserves

Working withBudget andReserves inTeamConnect

All Users Creating a Record Budget Editing and Updating a Record

Budget Entering Reserves on a Record Editing and Updating Reserves on a

Record Adding Settlement Information Reviewing Matter Account

Information Reviewing Account Transactions


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Section 5.0 Resources and Materials

Training Media

The training materials will consist of:

Frequently Asked Questions TeamConnect Glossary TeamConnect 3.1 Getting Started Guide Quick Guides short (1-2 page guides with steps on how to complete a specific

task or function)

Training Manuals Weekly Show Me Demonstrations and Tips


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Section 6.0 Delivery Methods

Based on the audience needs assessment, instructor-led training will be a large

component in the delivery. With a dispersed workforce, the ITL training will consist ofboth classroom ILT and virtual ITL sessions.

Prior to the launch of the training, demonstration sessions will be conducted to providepreviews of the new system and allow for questions regarding the training delivery.

Four weeks prior to the launch, learners will begin to receive email updates on thetraining schedule as well as information quick tips on some of the new functionality with

the system.


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Section 7.0 Evaluation and Measurement

Evaluation

All evaluations will be delivered and tracked through Textron University. Classparticipants must complete the class evaluation in order to receive training credit through

Textron University. An email with a link to the training evaluation will be generated 1day after the class completion.

Tracking and Reporting

Training sessions including instructor-led Webex sessions and self-paced online learning

will be administered and tracked through Textron University.

A TeamConnect 3.1 Training Curriculum will be established in Textron University andcourses and class sessions and online training will be set up to fulfill the training

curriculum.

Training communication to the TeamConnect user community will include the listing ofthe class session numbers in Textron University for participants to locate and register for

the class on Textron University.

Outcome Measurement

Level 1 assessment will be fulfilled through evaluations delivered through TextronUniversity after a class completion to determine if high-level expectations were met with

the training delivery.

Level 2 assessment will be fulfilled through online self-checks and quizzes deliveredthrough Textron University. These quizzes will not be required for class completion but

will be used as other vehicles to determine training effectiveness.


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Section 8.0 Training Continuum

Sustainability

A follow-up VOC survey will be conducted 1 month after launch to assess current abilitywith the new version and define additional follow up training.

Assumptions

It is assumed that learners will be motivated to register and attend training since the

training is not a required activity.

Risks

Training plan may need to be implemented in phases particularly in the area of additionaltraining resources due to other upgrade priorities such as user testing.

Not all users will participate in the training rollout. Risk audience includes the attorneys

who often are not active in the system or do not use the system properly.

Gaps

Given the short timeline, a complete learning assessment was not conducted prior todeveloping the training plan.

A prior VOC survey indicates that users currently are not that experienced or familiar

with TeamConnect.

In addition to the new features and functionality of TeamConnect 3.1, the training planwill need to address basic system competencies such as creating matters, creating

contacts, searching for records and entering and processing invoices.

Ongoing Course IdentificationProcess

User surveys and course evaluations will identify current training successes as well as

identify future needs.


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Section 9.0 Revision History

Version Date Name Description