Implementing new systems or software can be very challenging for many staff members. Many individuals do not accept change well, especially if they are long-term staff members who are used to things being done in a specific way.
New system implementations can be stressful as well as having a negative impact on staff productivity and moral, so how can an organisation use this awareness to alleviate some of the potential issues that arise when new systems are being implemented?
PD Training (PDT) has worked with a wide-range of large and medium-sized organisations and government departments, in multiple sectors and in multiple countries around the world during the past 10 years, to assist with the training aspect of implementing new systems, as well as developing customised educational materials to assist with the end-user interaction with the new system.
Pathway to a Successful Roll-Out
PDT has designed a proven methodology that assures a successful outcome, at least for the knowledge transfer for end-users, and assures that the end-users are empowered with the skills required to navigate and interact with a new system, whether that is application-specific like a new CRM or ERP, all the way to designing custom solutions around new customer service programs or other client-facing initiatives.
The methodology might look something like the following:
- Have Lead Trainers Engage with System Vendor or Stakeholders for Initial Overview and Train-the Trainer Sessions
- Engage with Instructional Design Using the PDT ADDIE Method
- Choose Product “Champions” from Internal Staff Who Have a Vested Interest in Gaining Staff’s “Buy-In” for the Project Roll-Out
- Train Internal Champions on System User Requirements
- Communicate with Clients as to Preferred Training Delivery via Internal Staff Trainers or External Contractor Trainers
- Conduct Train-the-Trainer Programs as Required
- Schedule and Deliver Pilot End-User Training Plan
- Provide Feedback and Review Outcomes
- Edit Training Content/Program as Required
- Deliver Organisational-Wide End-User Training Program
Getting Staff “Buy-In”
By identifying the project champions, we strive to identify individual staff members who are trusted and have some level of influence within the organisation or department. We find it very important to include this as part of the change management program and it has been very effective for us and our clients in the past.
Once staff understand that the new system is being undertaken to improve staff productivity or to provide more insight into the business model, and it’s working parts, staff are much more open to the changes.
Another important aspect of the roll-out is to allow staff to openly provide their feedback, both positive and negative, even if it cannot be changed or actioned due to the requirements of the new system. At least they are being heard and they can feel like they are contributing to the success of the implementation project.
Internal Trainers vs External Contract Trainers
Many large organisations have internal trainers on staff who can easily upskill and deliver excellent training events without being biased or showing disdain for the project.
However, there is a type of positive perception amongst staff when using external contractors, who may be better perceived as “experts” in that particular system or project roll-out.
At the end of the day, either pathway can be tested and changed, as there is no perfect solution for every implementation project.
Physical Training Delivery
The actual end-user training experience could include a wide range of delivery methods ranging from pre-recorded training videos, to virtual live training sessions to hybrid sessions (virtual and face-to-face at the same time) to complete interactive face-to-face classroom experiences.
There is no perfect delivery method as every project is unique, but we do find that direct interaction with experienced trainers either virtual or face-to-face goes a long way toward alleviating some of the stress related to these system implementation projects.
Humans seem to relate better to humans, especially during stressful times, compared to interacting with recorded video or audio training sessions where there is little-to-no actual human interaction.
Managing Change Through Self-Awareness
Major changes in the workplace, including implementing a new software system or changing the way of doing things, is always a challenge for a certain percentage of the population just because of differences in personality types.
One way that PDT mitigates this issue is by including a REACH Profile with each course participant. The REACH Ecosystem is a proven methodology to identify specific personality types and teaches participants how to best interact with each personality type.
We find many participants provide feedback that this part of the training experience was one of the most profound and valuable part of the training event, as they not only gain valuable insights into how others react to specific situations, but more importantly they learn how they react to specific situations.
This newly found “self-awareness”, and awareness of how their peers prefer to learn and communicate, can go along way towards alleviating some of the concerns about changes in the workplace and allows for more open discussions about these concerns.
PDT’s Proven Capabilities
With over 10 years of experience developing and delivering customised training programs around the world, PDT is one of the most experienced professional development training companies in the world!
Let us share with you our extensive knowledge and experience in assisting with your organisation’s next new system implementation and/or roll-out. We have many testimonials to share and our learning and development team specialises in building rapport and learning exactly what is required to make the implementation a true success.
Contact PDT on 1300 121 400 or visit our website – https://pdtraining.com.au – or reach out to our Customer Relationship Team by requesting a live online chat by clicking this link – Click here if you would like to book in further time with us to discuss your training needs – or to schedule a time to have a scoping call to determine the best outcomes for your organisation today!