Weitere ähnliche Inhalte Ähnlich wie The Importance of User Skills Related to Enterprise System Implementation, Rollout, or Upgrade Success (20) Mehr von ANCILE Solutions, Inc. (7) Kürzlich hochgeladen (20) The Importance of User Skills Related to Enterprise System Implementation, Rollout, or Upgrade Success1. IDC Research Study Results: The Importance of
User Skills Related to Enterprise System Implementation,
Rollout, or Upgrade Success
Cushing Anderson, IDC, Mal Poulin, ANCILE
SESSION CODE: 526
2. Focus on what really matters when
implementing SAP software - the people. IDC
research highlights the dependence on user
adoption, skills, proficiency, and self-
enablement. Whether you are implementing for
the first time or rolling out SAP software again, it is
always time to design, execute, and sustain
strategies to enable the workforce to perform.
Discussion Points
3. The Importance of User Skills Related to
Enterprise System Implementation, Rollout,
or Upgrade Success
Dynamic dimensions of success
4. Success is
Dynamic
Success Requires Change
“Successful” Software Adoption
• SaaS Δ’s Training
© IDC Visit us at IDC.com and follow us on Twitter: @IDC 4
6. 6© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Score: 0-2
Score: 0-3
Score: 0-4
Score: 0-5
Score: 0-6
Score: 1-7
Score: 1-8 (first to 9 wins)
September 2012: Emirates Team NZ admits AC72 can
foil
8. Score: 2-8 (first to 9 wins)
Score: 3-8 (first to 9 wins) Score: 5-8 (first to 9 wins)
Score: 7-8 (first to 9 wins)
Score: 8-8 (first to 9 wins)
8© IDC Visit us at IDC.com and follow us on Twitter: @IDC
9. USA Today:
America’s Cup: Do you believe in miracles?
Reuters: The epic battle over the past few
days has been a major vindication of the
vision of how to modernize the competition
SI.com: The staid old America's Cup can be an adrenalin rush
10. Success and Change:
Frequency and Size of Change
Source: IDC Thought Leadership Practice Survey, December, 2014, n= varies by question from 1067 to 528
% change is cumulative change over prior 3 years; Retention rate is cumulative retention rate over prior 3 years
10© IDC Visit us at IDC.com and follow us on Twitter: @IDC
% Sales Growth
% Growth of Fastest-growing
products
% Employee productivity
increase
% Profit Margin
% Revenue from new products
Employee Retention
Small Big
Frequent 24 21
Infrequent 20 17
Small Big
Frequent 27 24
Infrequent 26 24
Small Big
Frequent 22 16
Infrequent 17 15
Small Big
Frequent 30 23
Infrequent 25 20
Small Big
Frequent 25 20
Infrequent 19 16
Small Big
Frequent 66 58
Infrequent 71 81
11. Success and Change:
Requires Communication
11© IDC Visit us at IDC.com and follow us on Twitter: @IDC
When ideas are communicated effectively, people follow
and change.
— Nancy Duarte, Writer
You can have brilliant ideas, but if you can't get them
across, your ideas won't get you anywhere.
— Lee Iacocca, American Businessman
12. Success and Change:
Requires Communication
Source: Scott M. Cutlip Effective Public Relations (1953)
*Me (just now)
12© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Complete
Concise
Considerate
Concrete
Solves a problem
All the information needed
Doesn’t need to be “short”
But must be on point
Relevant
Contextual to needs of receiver
Specific
Timely
Continuous*
Consistent*
What’s Missing?
13. Success and Change:
Characteristics of Communication
Change in Delivery Modalities Spending – Next 12 Months
13© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Source: IDC's Learning Modality Survey, 2014
Moderate
Minor
Negligible
Negligible
Minor
Decrease Increase
Classroom-based ILT
"Disconnected" technology-based learning
Text-based training
Other
Formal on-the-job
Video
Simulations
Instructor-led e-learning
Self-paced e-learning
14. Source: Worldwide and U.S. IT Education and Training Services 2014–2018 Forecast
Apr 2014 Doc #247795
Training will continue transition from c-ILT to elearning – but…
Focus delivery methods on a) consumption and b) efficacy
Too small to measure but important: EPSS & Simulations
“Check List Manifesto” – The goal is performance
Success and Change:
Characteristics of Communication
14© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Classroom-
based ILT
48.4%
eLearning
content
18.4%
CD-ROM
15.0%
Virtual ILT
12.6%
Text-based
training
3.7%
Video/
satellite video
1.9%
Total = $15,872m
Classroom-
based ILT
42.7%eLearning
content
22.5%
CD-ROM
14.0%
Virtual ILT
15.9%
Text-based
training
2.6%
Video/
satellite video
1.9%
Total = $20,649m
2010 2018
15. Successful Software Adoption:
Year of Adoption Success
Success only occurs when the effected employees are successfully trained:
Skills equals performance.
15© IDC Visit us at IDC.com and follow us on Twitter: @IDC
2015 will be the year of “Adoption Success”
“Success” is defined by organizations maximizing the business utilization
applications
Lead by SaaS firms, application vendors will measure utilization in a variety of ways
and propose interventions to tiers of users.
• New users: Access and basic functions across all roles and levels.
• Basic users: Overcoming role and task specific obstacles, reducing mistakes, reducing
time on tasks
• Proficient users: Using more advanced features.
Goal is for more rapid business results and greater product
utilization. (reduce “shelf-ware”, increase renewal rate)
Challenges will be “what constitutes success” and creating
interventions that are consumable and target the necessary
skills/knowledge.
$
16. Source: Market Analysis Perspective: Worldwide and U.S. IT Education and Certification, 2014
Talent Drives Success
Successful Software Adoption:
Year of Adoption Success
16© IDC Visit us at IDC.com and follow us on Twitter: @IDC
17. Successful Software Adoption:
Year of Adoption Success
Plotting “ERP project success rate” shows what we would expect
Source: Market Analysis Perspective: Worldwide and U.S. IT Education and Certification, 2013
Impressive, But measures the wrong thing!
17© IDC Visit us at IDC.com and follow us on Twitter: @IDC
18. Successful Software Adoption:
SaaS Δ’s Training
Deployment is faster, interface is [often] more intuitive, use is more
pervasive (mobile/distributed)
Training – or skilling – is also changing
And the indicators of success are more easily available
Usage data
Performance results
Etc.
Allows the creation of "triggers“ to suggest remediation (or expanded use) based on actual performance
18© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Approach: Number of users
dictate approach
Content: Feature and function
training (by role)
Content is static: custom content is
created from scratch
Timing: Timed to be fully trained at
"launch“
Lip service to “maintenance
training”
Target: Identify and train "SMEs"
based on roles
Success: Project milestones
Old
Way
New
Way
Approach: Learner convenience
Drives Modality (Incremental users
are irrelevant)
Content: Task/activity use case
(by role)
Vendor content is customizable:
contextual content can be built from
known-good base
Timing: Minimally trained in
advance (access and basic use)
Training continues (continuous)
based on need
Target: Self-identified and self-
directed experts
Success: Business results
(enabled by software use)
19. Successful Software Adoption:
SaaS Δ’s Training
0
20
40
60
80
100
5 10 20 30 40 50 60 70 80 90 100
(% of team certified)
(Averageperformancepercentile)
Security functions (n = 652)
Database administration functions (n = 450)
Source: Market Analysis Perspective: Worldwide and U.S. IT Education and Certification, 2012 (IDC# 238475)
This is better
19© IDC Visit us at IDC.com and follow us on Twitter: @IDC
20. Successful Software Adoption:
SaaS Δ’s Training
0
20
40
60
80
100
(Averageperformancepercentile)
(Time)
This is even better
20© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Expert users
Frequent users
Occasional users
21. Successful Software Adoption:
SaaS Δ’s Training
0
20
40
60
80
100
(Averageperformancepercentile)
(Time)
Leads to this
Introduction Training
Self-discovery
Intervention
Intervention
Jack’s performance
Jill’s performance
21© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Intervention
0
20
40
60
80
100
(Averageperformancepercentile)
(Time)
Jack’s performance
Jill’s performance
23. © IDC Visit us at IDC.com and follow us on Twitter: @IDC 23
Certified support staff
with less than one years
experience have more
core domain knowledge
than uncertified staff with
3 years of experience.
3 years
Certifying the skills of
IT staff members is the
single biggest
predictor of IT project success
More often
Certified staff implement
"single sign-on" access to
authorized network resources
32%
Network resources managed by
certified staff are in compliance
with industry security policies
for access control
10%
More oftenMore often
Certified Staff evaluate and
respond to security attacks
rapidly
26%
More often
80%
of IT managers
realize training is critical to
project success
Well trained information security
teams were:
10%more productive and account for
$70,000
of annual improvement
Untrained users require
6x
more support than trained users
1 hour
of training saves
5 hours
of lost productivity
less time spent by backup and
recovery teams on fixing problems
21%
Performance degrades by over
4 years without ongoing training.
25%
TrainingCertification
Source: various IDC reports, 2012-2014
24. The rate of change is accelerating
But, it will impact people
The impact of SaaS on training will
show us the way: Consider
Triggers
Mix of push and pull
Complete, concise, considerate,
concrete (continuous & consistent)
KEY LEARNINGS
To improve is to change;
to be perfect is to change often.
— Winston Churchill
25. STAY INFORMED
Follow the ASUGNews team:
Tom Wailgum: @twailgum
Chris Kanaracus: @chriskanaracus
Craig Powers: @Powers_ASUG