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Training and Education

Case Study

Industry: Energy

What Was Our Client's Problem?

Our client implemented an Enterprise System for Financials and Human Resources. Our client needed assistance with designing and delivering a complete training program for its 300 employees.

What Did Semeron Do for Our Client?

Our approach to developing the Training Program involved equal participation from client staff, vendor resources and our team’s training specialists. We strongly support a “train the trainer” approach. Our experience tells us that this approach leads to better user acceptance, knowledge transfer, deeper understanding of the business process (rather than just the software tool) and prepares the client for future, post implementation training. Therefore, our role was to develop the overall training strategy and timelines, develop training modules and templates, and coordinate training of client project members and end users.

Our first step was to develop the training strategy. This strategy covered training of the project team (including the client trainers) and the end user community. To develop this strategy, we obtained an understanding of the training population and the training environment through questionnaires and input from client project team members. We also evaluated an enterprise system training staff and materials in detail with the participation of the core configuration teams for each module.

enterprise system trainers were selectively used to train client training staff. This training took the form of configuration and technical training. We recommended that client training staff begin this training after the implementation project kicked off and overall project vision was established. This ensured that client training staff attended enterprise system training with specific goals in mind, and were prepared with relevant and meaningful questions.

The client trainers, along with the configuration teams, then supplemented the enterprise systems’s existing training materials, tailoring them to the unique business processes of the client. The configuration teams developed all training and system documentation materials using the templates developed by our training specialist.

Our training specialist designed the end user training plan, working with the relevant client configuration team members. Components of the training plan included:

How Did Our Client Benefit?

Our client delivered training for each phase of the implementation that integrated with the rest of the project team’s activities:

Initial training occurred close enough to implementation to ensure freshness with the material and the system. User acceptance of the system was high as measured by the relatively low number of trouble tickets, short customer wait times and quality of data entry.

Finally, we developed a post implementation strategy that allowed for on-going training for new-hires, refresher courses, and in-depth training for more advanced uses of the system. Responsibility for on-going training was defined up front and the post implementation support structure included on-going training strategy, procedures and responsibilities.

We also recommended a post implementation evaluation to assess user acceptance and learning. The results of this assessment indicated needs for refresher training and other change management issues.