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604
Successful TrainingImplementation
through a Continuous
Learning Plan
Maria Leggett, Textron Inc.
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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
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W h os Been Here?
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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
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Company Conf iden t ia l
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 .
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Page 9Session 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.
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
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Handou t : T ra in ing Plan Temp la te
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Tr a in ing Cur r i cu lum
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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
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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
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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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Company Conf iden t ia l
Deve lop t he Tr a in ing
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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
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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
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Qu ick Tips
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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
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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
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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
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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
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Company Conf iden t ia l
Prom ot e t he Tra in ing
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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 .
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Com m un ica t e Ch anges Ear ly
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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 .
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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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Company Conf iden t ia l
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 .
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I n st r u ct o r Gu i d e
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Tr a in ing Por t a l
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Pr ov id e Pr act i ce Oppor t un i t ies
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Crea t e a Learn ing Com m un i t y
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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 .
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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:
Name Email address Phone Number
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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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:
Name Email address Phone Number
MariaLeggett [email protected]
3.2 Sponsors of the plan:
Name Email address Phone Number
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
Instructor-LedWebex/onlinetutorial/QuickGuides/Manuals
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
Instructor-LedWebex/onlinetutorial/QuickGuides/Manuals
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Training Title Competencyaddressed
SuggestedTarget
AudienceHigh Level Agenda Items
DeliveryMethod andAvailability
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
Instructor-LedWebex/onlinetutorial/QuickGuides/Manuals
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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Training Title Competencyaddressed
SuggestedTarget
AudienceHigh Level Agenda Items
DeliveryMethod andAvailability
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
Instructor-LedWebex/onlinetutorial/QuickGuides/Manuals
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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Training Title Competencyaddressed
SuggestedTarget
AudienceHigh Level Agenda Items
DeliveryMethod andAvailability
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