Questions on Change Management and Training

Recently we had our webcast: “How Change Management & Training Can Guarantee You a Successful Project”, and our experts took some questions from our audience. Today we bring you the transcript of this Q&A session. If you missed the webcast and would like to review the presentation, click here.

Is the Change Management framework you presented applicable to all change processes (like implementations, business transformations or M&A)?

The Change Management framework is a baseline for projects. Change management has many variables, so with a small project which affects a small amount of users, the framework will provide good guidance, but you’re not going to do every single thing on it. It really depends on whether its’s a dynamic company, how large it is, how big the acquisition is, the scale of the change, etc. At the end of the day, any type of project needs some level of change management, be it communication, risk assessment or other – and the framework provides a good base for the pick and choose.

We’re implementing a large Oracle project globally, which requires multiple languages. How do you manage translations of the material?

Most of the time, when we work with Oracle implementations, we make use of Oracle’s User Productivity Kit (UPK). Oracle UPK supports material creation in up to 22 languages, and this makes it much more scalable and efficient. The translation approach depends on how many phases the project has, hoy many countries are involved, and how you set up your library. For example, you may want to set up different libraries if you’re having a rollout project which includes Brazil. This way, when Brazilian users clicks “help”, they get not simply content in Portuguese, but content which involves processes specific to Brazil.

What are some of the KPIs to measure if the Change Management and Training Strategies were effective?

This will depend on the nature of the project. In some of the ERP projects, we  do a readiness assessment which is very system-oriented and involves sample groups of users from different areas prior to go-live. This is mainly to get a baseline of how many people have decent knowledge of the system. Then we revisit after 6 to 8 weeks after go-live. After the dust settles, do we still have a good number of people who are using the system as we want them to?

Another KPI we use, very important for business process standardization, is looking at how consistent people’s answers are. Of course we want accuracy, but especially when discussing large, decentralized organizations, we want to make sure across different areas people have a consistent knowledge of the processes and how to use the system.

Is it possible to leverage existing training material created in MS Word or Power Point?

Yes, it is definitely possible to leverage existing assets. This goes back to whether you want to put a band aid or start doing it the right way, and which tools you currently own. There are tools out there which can take your materials created in Word or Power Point and import them into the new tool and make them capable for eLearning or a package.  For example, UPK gives you the chance to rerecord over a Power Point presentation or to bring those assets into UPK. Other tools such as Articulate can make your PPTs into online learning materials.