Pinpoint Actual Training Needs to Maximize Return on Training Investments
During most deployments, enterprises do a fairly good job at offering a wide range of end-user training for new software systems and processes.
But most organizations fail to assess the applicability, effectiveness, retention or even eventual use of information shared during training.
The absence of adoption monitoring and ongoing education slows organizational improvement, creates increased error rates and may even cause higher attrition rates from user frustration. But even if an organization provides ongoing enablement programs, the efforts often focus on the wrong content. Enablement programs too often focus on repeating the core training and fail to adapt enablement to specific user needs or improvement opportunities.
SAP UEM by Knoa helps organizations focus and assess the training activities using accurate and timely end-user data. SAP UEM by Knoa measures whether users have adopted the business processes presented during training without interruption to their workflow.
SAP UEM by Knoa data can also identify new training opportunities and pinpoint the training needs for specific users, teams or locations, ensuring the maximum impact of the training intiative. The goal of focusing the impact of training investments is to:
- Ensure maximum ROI on education initiatives
- Reduce support issues caused by knowledge gaps or training deficiencies
- Develop continuous improvement programs
Client: Ingram Micro
Issue: Prepared 140 unique courses ranging from 2 hours to 2 days duration. Users and trainers were overwhelmed with the volume of courses that needed to be presented.
Used SAP UEM data to: Compare process use data to offerings and eliminated 1/2 of courses that applied to low-volume transactions. Focused general training offering on 70 high use transaction codes. Provided alternative delivery approaches to users of the low-volume transactions.
By capturing data effectively, the adoption teams can effectively measure:
- Specific training needs
- Errors caused by a breakdown in training delivery
- Errors encountered during user acceptance testing to identify “difficult” steps and prepare additional support material for users
- End-user adoption of new processes
- End-user efficiency at completing complex tasks
All of this is to help tailor training initiatives to specific user segments and priority application areas.
User Errors by Business Process