The Importance of User Skills Related to Enterprise System Implementation, Rollout, or Upgrade...
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Transcript of The Importance of User Skills Related to Enterprise System Implementation, Rollout, or Upgrade...
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
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
The Importance of User Skills Related to Enterprise System Implementation, Rollout,
or Upgrade SuccessDynamic dimensions of success
4
Success is Dynamic
Success Requires Change “Successful” Software Adoption
• SaaS Δ’s Training
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6© IDC Visit us at IDC.com and follow us on Twitter: @IDC
Score: 0-2Score: 0-3
Score: 0-4Score: 0-5
Score: 0-6Score: 1-7
Score: 1-8 (first to 9 wins)
September 2012: Emirates Team NZ admits AC72 can foil
7
Daggerboard edgeRudder edge
Sail edgeTorpedo-shaped bulb
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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)
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NYT: The Cup is the oldest major trophy in sport...
Pushed into a postmodern place
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
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% 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
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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)
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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
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Source: IDC's Learning Modality Survey, 2014
Mod
erat
e
Min
or
Neg
ligib
le
Neg
ligib
le
Min
or
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
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Classroom-based ILT
48.4%
eLearning content18.4%
CD-ROM15.0%
Virtual ILT12.6%
Text-based training3.7% Video/satellite video
1.9%
Total = $15,872m
Classroom-based ILT
42.7%eLearning content22.5%
CD-ROM14.0%
Virtual ILT15.9%
Text-based training2.6% 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.
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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
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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!
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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
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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)
(Ave
rage
per
form
ance
per
cent
ile)
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
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20
Successful Software Adoption:SaaS Δ’s Training
0
20
40
60
80
100
(Ave
rag
e p
erf
orm
an
ce p
erc
en
tile
)
(Time)
This is even better
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Expert users
Frequent users
Occasional users
21
Successful Software Adoption:SaaS Δ’s Training
0
20
40
60
80
100
(Ave
rag
e p
erf
orm
an
ce p
erc
en
tile
)
(Time)
Leads to this
Introduction Training
Self-discovery
Intervention
Intervention
Jack’s performance
Jill’s performance
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Intervention
0
20
40
60
80
100
(Ave
rag
e p
erf
orm
an
ce p
erc
en
tile
)
(Time)
Jack’s performance
Jill’s performance
23© IDC Visit us at IDC.com and follow us on Twitter: @IDC
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
$70,000of annual improvement
Untrained users require
6xmore support than trained users
1 hourof training saves
5 hoursof lost productivity
less time spent by backup and recovery teams on fixing problems
21%Performance degrades by
over
4 years without ongoing
training.
25%
Train
ing
Cert
ificati
on
Source: various IDC reports, 2012-2014
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