I recently finished a project rolling out a new software coupled with new processes.  As always, there were some great insights and learning at the end of the project.

Background:

1. Learners were dispersed globally and, of course, time and money were important.
2. The new platform consisted of four new modules that worked with the customer’s business.
3. Most learners would use one or two of the modules but not all four.
4. Additionally the new process needed to be shared and include why, what, when, how and where needed to be presented to everyone.  Many people were involved with the due diligence so were familiar with the content.
5. Face-to-face sessions were offered worldwide after a slew of trainers when through train-the-trainer (TTT) sessions.
6. Documentation was thorough and consisted of process decks, work instructions and quick reference guides for both process and the tools.
7. Attendance to training was required (yay!).

Reality:

Attendance was surprisingly low, partially I believe because roll out was in August when vacations are at an all-time high.  Also the required training was two days long, which was another obstacle because work schedules were already so full.  Some attendees felt the class went too fast, while most felt the class was too long.  Other feedback stated that the class was too process heavy and not enough tool training.  Finally, given that the 700 learners came from many facets of the business, the trainers knew and delivered content on the overall process and tool, but were unable to provide specific business detail to the various departments rolling out the tool.  Oh, and the tool was in user acceptance testing (UAT) so it behaved wonky at best during the training sessions.

Future Plan:

As this project matures and future modules evolve and roll out I recommend the following:

• A modular approach so that learners only need to attend the sessions that apply to their work.  So if they only use one of the four modules in real-life, then they only attend the session on that specific content.
• E-learning component so that the learners can learn foundational knowledge in a self-directed format and attend classroom time to work in the tool.
• Leader from the respective business group attend the session with their team so that the process-specific questions get answered immediately and demonstrated in the tool.

Performance improvement is an ever-evolving activity.  I love the variety and challenge that each project brings; there is no one solution for any project which ensures that creativity and best practices are always required for each and every project!