System Rollout - Training before implementation

Training needs
Here is a typical project scenario...
Project development is done. Your policy and claims systems are fully configured, tested and are nearing deployment. The Client Organization has spent lots of money in developing the system. The Early business testing event that was sponsored for the end users, business users, agents, adjusters etc made them feel comfortable with the application and its features.

Their feedback so far -
- System looks good, why would i need training?
- I know what i need and how to get there in the System.
- I will look for training needs as and when i require.
- I don't think its worth the time and money to train other people especially after receiving good feedback from this focus business testing group.
These and some other similar responses is what we hear when we talk to busines users about training.
Of course, this is not the case everywhere, some users know the system better than others, some know all the quirks and work aorunds that exist in the system,but overall, somewhere at the bottom of their heart this is the common feeling with most of the business users.
There are some organizations who are fully and completely aware of the importance of training needs.

Training Advantages
Why do we need to get trained on the system
Similar understanding
When the project implementation team lays out the project roadmap, it plans for requirements, design, development, testing and implementation phases. It is equally important to have a training milestone in place, with the objective that all users are on the same page wrt system usage, understanding the attributes and functional quirks.

Change Management
Training forms a very important component of change management. It helps cultivate the importance of the implementation at the grass root levels and helps bring a feeling of oneness within the organization by addressing the issues, problems faced and the solutions proposed therein.

Benefit bottomline costs
Last and most important, Project success is dependant by the success of the implementation and the use of the application thereafter.
If the system implementation involves improvements to the business process and operational activities then training will help increase this awareness, bring a common understanding of the whole process.
It will also help strengthen and highlight the executive direction and perspective behind the implementation.
Training will thus improve the overall efficiency of the end users. This definitely will help to improve your bottomline benefits.

Training Objectives
What do we wish to attain from the training. The Objectives should be clear. Some examples
 - It should address the training needs and issues faced by each and every user per the job functions.
     To absorb and implement the functionality useful for your day to day operations (e.g. corresponding using System activities/dairies/notes rather than communicating via other time consuming and disconnect methods like hard copies, emails - which are outside the system)
    
 - Make sure that the training is scalable in terms of the organization size
 .
 - Ensure the trained colleagues understand and propagate the platform and application features to their peers and try to answer their queries. If a question cannot be answered by them, let it be directed to members of the training cell or to the right personnel

Plan and prepare
There is no one size fit all solution here. For example, for a policy implementation you will need separate training modules for customer service, operations, underwriters, managers and supervisors so that each group can perform their job functions efficiently and effectively.
Along with having a separate training module, the training should be such that it meets requirements for candidates for all levels of understanding. e.g.
 - Some users may not know the difference between backspace key on the computer vs the delete key
 - Some users may understand bits and pieces of the application functionality, but not end to end
 - Some users may be used to navigating through, by having worked on similar such applications in their prior jobs or past life
 - Some users may just not want to change from System A to System B - reluctance to change
Hence there is a big component of change management that goes hand in hand with training
Before preparing your training material have one on one sessions with each groups of users as identified above and understand their specific training needs and requirements. Come up with a script that actually answers their questions.
The training sessions once done should be followed by a brief Q&A or if it is online have an assessment at the end to make sure the general understanding and the average grasp of training by the audience.

Training Methods
 The various training options can be
 Online training
 This is an online computer based training. It serves as a self paced learning module where the trainee will study the application features as and how they find time and at their own pace and speed.

 Hands on or classroom training with a fixed schedule
 This is an instructor based training where people will sit and gain hands on experience of the module with instuctor guidance.

 Learning using training material 
 This is also a self paced training where training material is shared with the attendees. This includes material explaining the system and usually followed by step by step screenshots.

 Training on the job 
 i.e. Having the person work as a shadow or apprentice/intern and gets mentored or guided by a senior member on the job. The trainee will face real life scenarios and will use the application to work those.

 Make sure you as the training lead or instructor has done a dry run using a sufficient number of people and ironed out all the difficulties and issues present. After all the planning, prepare a proper training schedule, have a concise and clear agenda and propagate it to the attendees as required.
Organizations can benefit by having a well planned training scheduled. Resources who get trained using the methods identified above, not only help themselves by making their jobs easier, faster and error free, inturn they also help improve the organization bottomline who has spent hundreds of thousands of dollars in developing the system
So in all to ensure that your project actually hits a homerun after implementation, it is necessary to have a proper training module near the end of the project.