Training is a key component in managing and supporting the change associated with an SAP implementation – many times the success of an implementation and the user acceptance of the SAP solution depends on the quality of the training effort.
In our experience, the training delivery method and media used are tailored for each audience within your organization. Examples of the different types of audiences may include:
• SAP Project Team
• SAP Support Team
• “Super-Users” or “Power Users”
• Casual Users (e.g. viewing a limited set of reports)
• Business Partners or Vendors
While the training program will be tailored to meet the needs of your organization, there are some general principles we use to execute a successful SAP training program:
• Prioritize training to focus on business-critical tasks: To minimize job risks, prioritize learning and performance support needs to focus on critical business processes and ERP tasks that end users must be able to perform at go live.
• Use “Train-the-Trainer” approach to make training more relevant to users: Users from the affected organizations, functions, or teams – referred to as key users – conduct training. Following the training delivery phase, key users will return to the business and continue to support their peers.
• Develop training courses to maximize flexibility for users: Training is developed in modules to improve flexibility. Employees will only attend training that is relevant to their daily activities and directly associated with their system security access. It will be scheduled to minimize disruptions of day-to-day responsibilities. Delivery options include:
• Just-in-Time Training – Timing of training is tied to the go-live date for each release. Training will be delivered as closely as possible to the time when users will need the knowledge and skills. Most power users will attend training prior to cutover although some training may be scheduled post-conversion, as best suits the audience.
• Learning-by-Doing Strategies – Courses will be developed to enable learners to apply knowledge and skills to realistic business tasks. Business scenarios and hands-on activities will help learners practice real-life processes and transactions in a safe, controlled training environment. To build mastery, structured practice sessions and Day-in-the-Life training will be provided for certain business-critical user groups.
• Role-Based Training – Training courses will be role-based so that users know how to use the new processes and system transactions relevant to their specific job functions and SAP user roles. The curriculum will not be “one size fits all.”
• Self-Sufficient Users – Training courses will leverage quick reference guides so that end users are familiar and comfortable with using these same tools for on-the-job reference after go-live. This cost-effective safety net for users provides step-by-step instructions for the organization’s SAP transactions, placing less demand on help desk and support team resources.
• Use project team activities as knowledge transfer opportunities - Knowledge transfer to key users should occur on an ongoing basis throughout the SAP Program life cycle. The following project activities are good opportunities to conduct knowledge transfer:
o To-Be Design sessions
o Conference-Room Pilot / Demonstrations
o User Acceptance Testing
o Data Conversion & Validation
• Measure training effectiveness - Use training surveys, course quizzes, and instructor feedback to assess the effectiveness of the training program.