Successful Implem Strategies

8/11/2019 Successful Implem Strategies

1/52

TABLE OF CONTENTS

Page

INTRODUCTION.......................................................................................................1THE BUSINESS CONTEXT......................................................................................3

THE NEW LEARNING MODEL.................................................................................6

CRITICAL FACTORS FOR SUCCESSFUL IMPLEMENTATION............................15

JOB AIDS.................................................................................................................37

Cea!"#g a Ma$e!"#g P%ga&...........................................................................3'

Ma"#!a"#"#g C%#!"#(%() S(**%!.......................................................................+3

I&*,e&e#!a!"%# C-e$,")!...................................................................................+7

Sa&*,e E/a,(a!"%# C-e$,")! a#0 (e)!"%##a"e..............................................52

I&*,e&e#!a!"%# S!a!eg"e) 2


2/52

INTRODUCTION

O/e !-e *a)! !-ee 0ea0e) "#4%&a!"%# ))!e&) -a/e e/%,(!"%#"e0 %,0"0e8()"#e))e) 8 %%0"#a!"#g a#0 !a#)4%&"#g 0a!a "#!% a !e&e#0%(), /a,(a8,e

)!a!eg" a))e!9 "#4%&a!"%#. Te-#%,%g &a0e )!%"#g a#0 0")!"8(!"#g "#4%&a!"%#e%#%&"a, a#0 "&&e0"a!e e)*e"a,, g"/e# !-e ee#! ()e %4 g,%8a, )!a#0a0) a#0I#!e#e! !e-#%,%g"e). C%*%a!"%#) -a/e ,"!ea,, a-"e/e0 !-e" e*(!a!"%#) a#08()"#e)) )(e)) 8a)e0 %# !-e" a8","! !% 8"#g !"&e, a#0 a(a!e "#4%&a!"%# !%!-e" e&*,%ee).

S(e)) "# !%0a:) 4a)!;-a#g"#g "#ea)"#g, %&*e!"!"/e &a$e!*,ae 0e&a#0)!-e #e("e&e#!). ?I#!e#e! !"&e@ a44e!) !-e )*ee0 %4 -a#ge *%0(! ,"4e ,e) a#0,ea#"#g (/e) a#0 !-e "#4,(< %4 )$",,e0 a#0"0a!e) 4%& !-e e0(a!"%#a, ))!e& ")

*%8,e&a!" a! 8e)!. S$",, ga*) ae "0e#"#g a#0 8()"#e))e) -a/e !% e)*%#0.

T-") *a*e ") 0e0"a!e0 !% *e-a*) !-e &%)! 0"44"(,! a#0 %/e,%%$e0 !a)$ !-a! &()!8e *e4%&e0 "4 !a"#"#g ") !% e)*%#0 !% !-e -a,,e#ge) "! 4ae). H(ge e)%(e)ae %4!e# 0e/%!e0 !% a %()e % a *%ga& 8(! "4 "! ") #%! *%*e, "&*,e&e#!e0!-e &%#e ") a)!e0. I&*,e&e#!a!"%# ") #%! g,a&%%() "! ") -a0 %$. I! ") a,)%ae, "# a *e)%#:) =%8 !"!,e )% "! ") ea) !% "g#%e. I! ") e/e%#e:) e)*%#)"8","!a#0 !-ee4%e #% %#e). B(! )(e))4(, "&*,e&e#!a!"%# )$",,) ae /"!a,, "&*%!a#!!% !-e )(e)) a#0 /a,(e %4 a# !e-#"a, !a"#"#g *%ga&.

Successful Implementation Strategies") %ga#"e0 a%(#0 4%( &a=% !%*"). T-e

4")! ") a 0")())"%# %4 !-e B()"#e)) C%#!e(%!e) a#0 e4ee#e) !-a! %( &a 4"#0 ()e4(,a) !-e)e "))(e) ae 0")())e0 "!-"# %( %&*a#. T-e )e%#0 !%*" ") !-e NeLea#"#g M%0e, a#0 "!) %e *"#"*,e). T-e 4%(#0a!"%# %4 !-e Ne Lea#"#g M%0e,") !-a! !a"#"#g &()! 8e%&e &%e !-a# a# e/e#! "! -a) !% 8e%&e a ?,%)e0 ,%%*,ea#"#g ))!e&@ !-a! ") 0e0"a!e0 !% "&*%/"#g !-e $#%,e0ge )$",,) a#0*e4%&a#e %4 *e%*,e. T-e !-"0 !%*" ") !-e -ea! %4 !-e 8%%$ a#0 "! ") e#!"!,e0?C"!"a, S(e)) Fa!%) 4% I&*,e&e#!"#g Ta"#"#g.@ T-e)e CSF) ae 8a)e0 %#e


3/52

THE BUSINESS CONTEXT

M%e !-a# a! a# %!-e !"&e "# %( -")!% !-e $e !% %#!"#(%() e%#%&" )!e#g!-") !-e $#%,e0ge )$",,) a#0 *e4%&a#e %4 *e%*,e. D("#g !-e "#0()!"a, ea*e%*,e ee !a"#e0 !% 0% %#e =%8 !a)$ % a!"/"! a#0 a =%8 a) %4!e# a aee. A,,%4 !-") -a) -a#ge0 "# a g,%8a, !"&e;%&*e))e0 !a,e#!;)ae %,0. J%8) a#0e)*%#)"8","!"e) ae e/e;-a#g"#g. W-",e "# a *e/"%() age *e%*,e %(,0 8e!a"#e0 8ea()e !-e" =%8) a#0 e)*%#)"8","!"e) ee /e 0e4"#e0 a#0 e,a!"/e,)!a!" #% learning") !-e &%e a**%*"a!e !e& 8ea()e ,ea#"#g ") a %#!"#(a,*%e)). Pe%*,e -a/e !% 8e a8,e !% ,ea# #e )$",,) %#!"#(%(), !-%(g-%(! !-e"

aee).

I! ") -%e/e /e 0"44"(,! !% e#)(e a (e#! a#0 %&*e!e#! %$4%e. C-a#ge") !-e %#, %#)!a#! a#0 )$",,) !-a! ee %#e ()e4(, &a 8e e,e/a#! #% ,%#ge.T-ee ae 4%( $e 0"/e) -"- "&*a! !a"#"#g "#"!"a!"/e) a#0 &a$e e;)$",,"#g&%e 0"44"(,! !-a# e/e 8e4%e.

Organizational TransformationM%e !-a# #"#e! *ee#! %4 !-e F%!(#e 1222%&*a#"e) ae !ea"#g (* *a/e0 % *a!-) e/a&*"#g 4(#0a&e#!a, %$*%e))e) a#0 (#0eg%"#g a0"a, -a#ge. T-e e)(,! 0e)*"!e !-e -e!%" ") !-a!4ee *e%*,e ae ,e4! !% 0% &%e !-"#g). I# a00"!"%# -",e &a# %4 !-e)e%&*a#"e) -a/e a,"g#e0 !-e" %)! )!(!(e) !-e e&*-a)") #% ") %# e("e&e#! 4% =%8)e("!. T-e)e !*e) %4 !a#)4%&a!"%#) &ea# !-a! *%e))e) ae 0"44ee#! =%8)ae -a#ge0 a#0 #e )$",,) a#0 e)*%#)"8","!"e) ae e>("e0. T-e !a"#"#ga&"4"a!"%#) ae e#%&%().

Accelerated Rate of Change; P%0(! ,"4e ,e) ae #% ,%#ge &ea)(e0 "#ea) 8(! &%#!-). De,, %&*(!e %&e) %(! "!- a #e &%0e, e/e !-ee &%#!-).O# !-e I#!e#e! "!ea!"/e *%0(!) *%0(!) !-a! ae #e/e 4"#")-e0 ae0%#,%a0e0 ee$, "4 #%! 0a",. I! ") #%! (#%&&%# 4% -%,e *%0(!"%#

*%e))e) a#0 !-ee4%e !-e =%8) "!- !-e& !% 8e e!%%,e0 e/e !e# !% !e,/e&%#!-). J%8) ae %#)!a#!, -a#g"#g. #%,e0ge 0%(8,e) e/e )e/e# ea).Te# !-%()a#0 )"e#!"4" a!",e) ae *(8,")-e0 e/e 0a. Pe%*,e %#!"#(a,, -a/e!% ,ea# &%e !% $ee* a8ea)! %4 !-e 4,%%0 %4 #e "#4%&a!"%# a#0 "# !-e 0"/e !% ge!*%0(!) !% &a$e! 4a)!e. I# %#e aea a,%#e !-e &%/e 4%& &a"#4a&e !% ,"e#!)e/e a**,"a!"%#) !-e e)!"&a!e) a,, 4% %/e 352 -%() %4 e;)$",,"#g a#0 a#"#/e)!&e#! %4 52222 *e *e)%# Pa#e*"#!% 1+. T-e #ee0 4% ()!%&"e0a*"0, (*0a!a8,e 0a!a8a)e) %4 "#4%&a!"%# a#0 %()eae e,e&e#!) 4% e;)$",,"#g") /e a**ae#!.

I&*,e&e#!a!"%# S!a!eg"e)

A work force capable of taking responsibility for its own continuous

learning will prove a more precious national asset than countlessnew factories and equipment.

--Robert Reich


4/52

Mismatch Between Education and the EconomyW-e# NNEX -a0 !% !e)!62222 *e%*,e !% -"e 3222 e&*,%ee) -% %(,0 ea0 "!e a#0 *e4%& 8a)")$",,) )%&e!-"#g ") %#g. I# !-e #"#e!ee#!- a#0 ea, !e#!"e!- e#!("e) %(e0(a!"%# ))!e&) ee "#)!(&e#!a, !% a-"e/"#g e%#%&" )!e#g!-. L"!eaa!e) eTable 1: Education and the Econo!

SCHOOL ORIENTATION ECONO"IC RE#UIRE"ENTS

Fa!)

I#0"/"0(a, E44%!

Pa))"#g a Te)!

A-"e/"#g a Ga0e

I#0"/"0(a, C%()e)

Ree"/"#g I#4%&a!"%#

Te-#%,%g Se*aa!e 4%&Lea#"#g

P%8,e& S%,/"#g

Tea& S$",,)

Lea#"#g H% !% Lea#

C%#!"#(%() I&*%/e&e#!

I#!e0")"*,"#a #%,e0ge

I#!ea!"#g a#0 P%e))"#gI#4%&a!"%#

Te-#%,%g I#!ega, !% Lea#"#g

B()"#e))e) !%0a -a/e !% %&*e#)a!e 4% !-e )(8;)!a#0a0 *%0(! 4%& !-ee0(a!"%#a, ))!e&. T-ee ae a,)% )e"%() ,"!ea #(&ea a#0 E#g,")- a) a)e%#0 ,a#g(age e>("e&e#!) 4% a #e e("e0 a#0 a!(a, )$",, ,e/e,) "# !-e %$4%e ")ge!!"#g )"g#"4"a#!, ,age a#0 !-") 4a! -a) a&"4"a!"%#) %# 8()"#e)) *e4%&a#ea#0 e/e# #a!"%#a, *%0(!"/"!. N%-ee ") !-e 4a!% &%e a**ae#! !-a# "# !-e

I&*,e&e#!a!"%# S!a!eg"e) 3


5/52


6/52

THE NE$ LEARNIN% "ODEL

T-e )$",,) %4 *e%*,e a#0 !-e" a8","! !% a0a*! !% #e )"!(a!"%#) a#0 ,ea# #e*%e))e) ae *"/%!a, !% *e)%#a, a#0 %ga#"a!"%#a, )(e)). H%e/e "! ") &%e

0"44"(,! !-a# e/e !% $ee* (e#! a#0 %&*e!e#! "# !%0a:) 4a)! -a#g"#ge#/"%#&e#!). Ma# *a)! *a!"e) ae )"&*, #%! a8,e !% &ee! !-e)e -a,,e#ge).

T-e)e *a)! !a"#"#g *a!"e) -a/e ,e0 !% a )e"e) %4 *%8,e&) !-a! ,ea/e >(e)!"%#)"# !-e &"#0) %4 e(e)!"%# )% ") "!)/e e


7/52

T-e Ne Lea#"#g M%0e, ") *e)e#!e0 a) a /e-",e !% /"e !a"#"#g a) a %#!"#(%()*%e)) "!-"# !-e %ga#"a!"%#. T-") F(,, S)!e& A**%a- ") 8a)e0 %# )e/ea,$e !-e&e)9

,"#$"#g !a"#"#g !% $e !e-#%,%g 0"/e) a#0 8()"#e)) #ee0)

)e!!"#g )!a#0a0) %4 e


8/52

Technolo&! D'i(e')

Re)$",,"#g a#0 !a"#"#g "#"!"a!"/e) &()! 8e 0"/e# 8 !-e )!a!eg" 8()"#e)) a#0!e-#%,%g g%a,) %4 !-e %ga#"a!"%#. T-e %#e*! %4 a,"g#&e#! ") /"!a, !%%ga#"a!"%#a, e44e!"/e#e)). I# !-e a)e %4 !e-#%,%g !a"#"#g !-e 4a!%) !-a!&()! 8e a,"g#e0 ae !-e 4%,,%"#g9

A,, IT !a"#"#g "#"!"a!"/e) )-%(,0 8e ,"#$e0 !% !-e !e-#%,%g"e) !-a! )(**%! !-e

%&*a#:) &"))"%# a#0 g%a,). E


9/52

!e-#%,%g a#0 !a"#"#g ") a**ae#!. W"!-%(! !-") !"e !-e)e "#"!"a!"/e) ae 0"44"(,! !%4(#0 =()!"4 a#0 )()!a"#.

The Indi(idual S*ill %a+

H"g-, )$",,e0 *e%*,e "# $e =%8) ae #ee))a !% e


10/52

The Lea'nin& Solution

T-ee -a/e 8ee# !% -")!%" *%8,e&) "!- !a"#"#g a#0 ,ea#"#g )%,(!"%#)9)!a!eg" e,e/a#e a#0 a %#e 0"&e#)"%#a, a**%a-. E


11/52

"onito'in& and S*ill) "a)te'!

Ta"#"#g 8 "!)e,4 &ea#) #%!-"#g. T-e *(*%)e %4 !a"#"#g ") !% "&*%/e !-e$#%,e0ge )$",,) a#0 *e4%&a#e %4 *e%*,e !-a! "# !(# e#a8,e) %ga#"a!"%#) !%ea,"e !-e 8e#e4"!) %4 &%e e44e!"/e !e-#%,%g. S"#e !a"#"#g "#/%,/e) -a#ge "#*e4%&a#e ,e/e, !-ee &()! 8e &ea)(e&e#!) #%! =()! !% 0%(&e#! !a"#"#g*%e))e) a#0 a!"/"!"e) 8(! !-a! e)(,!) ee a-"e/e0. O(!%&e) #%! *%e))&ea)(e) ae !-e $e !% =()!"4"#g "#/e)!&e#!) "# -(&a# a*"!a, a#0 !a"#"#g a#0!-") "#4%&a!"%# &()! 8e &a0e a/a",a8,e 8%!- !% !-e "#0"/"0(a, a#0 !-e %ga#"a!"%#.

Ea- "#0"/"0(a, &()! -a/e 4e>(e#! %**%!(#"!"e) !% *a!"e a))e)) %&*e;-e#)"%# ee"/e 4ee08a$ a#0 0%(&e#! *%ge)). T-") "#4%&a!"%# ") /"!a, !%

(#0e)!a#0 !-e )$",,) ga* a#0 -% >("$, "! ") ,%)"#g. D%#a,0 "$*a!"$ -a)0e/e,%*e0 a +;,e/e, e/a,(a!"%# &%0e,. W-",e !-e "#0"/"0(a, ") *"&a", %#e#e0"!- Le/e, 1 a!!"!(0e a#0 Le/e, ,ea#"#g e/a,(a!"%# 0a!a "# !-e "$*a!"$M%0e, !-e %ga#"a!"%# ") 4%()e0 %# =%8 "&*a! Le/e, 3 a#0 *%!e#!"a, 8()"#e))e)(,!) Le/e, +. T% 8e e44e!"/e a,, ,e/e,) %4 e/a,(a!"%# &()! 8e *e)e#! "!-"# a#%ga#"a!"%#. W-",e !-") %(,0 )ee& !% 8e %8/"%() "# ea,"! %#, 2 %4%&*a#"e) &%/e 8e%#0 Le/e, e/a,(a!"%#.

I&*,e&e#!a!"%# S!a!eg"e)

MONITORING &MONITORING &

SKILLS MASTERYSKILLS MASTERY

12


12/52

Cu''enc!

W"!- !-e a0/e#! %4 ?I#!e#e! !"&e@ !-ee ") %4!e# a -a,,e#ge !% -a/e a )$",,e0%$4%e 8e4%e !e-#%,%g -a#ge) aga"#. T-e *ae %4 !e-#%,%g"a, -a#ge ")(#*ee0e#!e0 "! ") 0"44"(,! "4 #%! "&*%))"8,e !% )!a a8ea)! %4 "#4%&a!"%# ,e!a,%#e &a"#!a"# )$",, ,e/e,). Lea#"#g S%,(!"%#) &()! 8e 0e)"g#e0 !% -a#ge a#0 !%a%&&%0a!e (*0a!e) 8ea()e !a"#"#g *%0(!)=()! ,"$e a# *%0(!-a/egea!, e0(e0 ,"4e ,e). I! ") (#ea,")!" !% e(e#!, A)$e0(e)!"%#) FA) 0%#,%a0a8,e (*0a!e) e;&a", )(**%! %#;,"#e &e#!%"#g)#-%#%() /"!(a, ,a))e) a#0 ,"#$) !% %!-e e,e/a#! )"!e).

T-e)e !-e# ae !-e %&*%#e#!) %4 !-e Ne Lea#"#g M%0e,. T-e ae "&*%!a#!"#ge0"e#!) !% a# )(e))4(, ,ea#"#g % !a"#"#g )%,(!"%#. S%&e %&*a#"e) -a/e)e/ea, %4 !-e)e %&*%#e#!). O!-e) -a/e &%)! "4 #%! a,, %4 !-e& 8(! ae, 0%!-e a,, %$ !%ge!-e a) a ?,%)e0 ,%%* ,ea#"#g ))!e&.@ U#!", !-") %() !a"#"#g

*%ga&) ",, %#!"#(e !% (#0ea-"e/e.

I&*,e&e#!a!"%# S!a!eg"e)

CURRENCYCURRENCY

11


13/52


14/52

1- ,'o&'a Tied To Technical Di'ection

If you dont know where you are going any road will take you there.

Le") Ca%,,

T-e Ne Lea#"#g M%0e, ") a ,%)e0 ,%%* ))!e& !-a! )!e&) 4%& !-e%ga#"a!"%#:) !e-#%,%g 0"e!"%#). I4 !-e $e !e-#"a, "#"!"a!"/e) ae 0e4"#e0 a#0(#0e)!%%0 !-e# !a"#"#g a# 8e !age!e0 !% ,%)e )$",, ga*) #ee))a !%"&*,e&e#! !-e)e !e-#%,%g"e).

T% e#)(e !-a! !-e #ee0) ae a(a!e, "0e#!"4"e0 !-e &a#age %4 !-e TTP &()! 8e"# 4e>(e#! %#!a! "!- a,, ,e/e,) %4 !-e %ga#"a!"%# "#,(0"#g e


15/52

0- Lin* To ,e')onal Obecti(e)

!or a significant change to occur there must be an alignment between "what isgood for the organization# and "what is good for the individual.# $hen both of theseconditions e%ist and the link is clear then the likelihood of success is greatlyenhanced.

A "!"a, >(e)!"%# !-a! &()! 8e a)$e0 ")9 W- ") !-") !a"#"#g "&*%!a#! !% &e a) a#"#0"/"0(a,K T-e $e 4a!%) ae9 ",, !-") -e,* &e 0% & =%8 8e!!eK ",, !-")a0/a#e & aeeK a# !-") "&*a! & ,ea#"#g *%!e#!"a,K -% ",, !-") e,a!e !%

& *%4e))"%#a, a#0 *e)%#a, %8=e!"/e)K T-e Te-#"a, Ta"#"#g P%ga& )-%(,0a00e)) !-e)e >(e)!"%#) a#0 !-e 8e#e4"!) )-%(,0 8e ,ea !% !-e "#0"/"0(a,.

A#%!-e a !% *aa*-a)e &%!"/a!"%# !% ,ea# ") WIIFM9 W-a!:) I# I! F% Me. Ba#)e"#g !-") >(e)!"%# 0"e!, !-e TTP ",, #%! %#, ge! !-e a!!e#!"%# %4 ,ea#e)!-e *%8a8","! %4 )(e)) ") )"g#"4"a#!, -"g-e.

A# e


16/52

E.a+le) o/ "ea)u'able Succe)) C'ite'ia

Pe)%#a, %8=e!"/e) 4% ea- a(0"e#e ae (#0e)!%%0 a#0 0%(&e#!e0

TTP )!a44 )*e#0 !"&e "!- ,ea#e) !% 0e!e&"#e "4 %!-e*e)%#a, %8=e!"/e) ae "&*%!a#!

T-e &e))age %# *e)%#a, 8e#e4"!) ") %&&(#"a!e0 /"a ,e!!e#e),e!!e % "# a# %"e#!a!"%# )e))"%#

E/a,(a!"%# 4%&) !a$ !-e e

8e"#g a!"/a!e0

I&*,e&e#!a!"%# S!a!eg"e)

'icrosoft offers you the most comprehensive program for assessing and maintaining yourskills with our products. $hen you become a 'icrosoft -ertified rofessional /'-0 youare recognized as an e%pert and are sought by employers industry1wide. (echnicalmanagers recognize the '- designation as a mark of quality,one that ensures anemployee or consultant has proven e%perience with 'icrosoft products and meets thehigh technical proficiency standards of 'icrosoft products.

As an '- you receive many benefits such as direct access to technical informationfrom 'icrosoft the official '- logo and other materials to identify your status tocolleagues and clients invitations to 'icrosoft conferences technical training sessionsand special events and e%clusive publications with news about the '- program.

2esearch shows that organizations employing '-s receive many benefits also3

A standard method of determining training needs and measuring results,an e%cellent

return on training and certification investments

Increased customer satisfaction and decreased support costs through improved

service increased productivity and greater technical self1sufficiency

2eliable benchmark for hiring promoting and career planning 2ecognition and rewards for productive employees by validating their e%pertise

2etraining options for e%isting employees so they can work effectively with new

technologies

Assurance of quality when outsourcing computer services

(hrough your study e%perience and achievement of 'icrosoft certification you will en4oythese same benefits too as you meet the industrys challenges.

-- %ancy &ewis' General Manager Microsoft Training and Certification

15


17/52

2- Hi&h34ualit! Cou')e5a'e and Se'(ice)

(he courses and services available through the (echnical (raining rogram needto be high1quality technically current and well1targeted to the real learning andreskilling needs of the organization.

T-e !a"#"#g #ee0) %4 !-e %&*a# ",, 0e!e&"#e !-e )*e"4" !e-#%,%g a#0%()eae !% 8e ()e0 "# !-e TTP. I# a,, a)e) !-e !e-#%,%g a#0 %()eae&()! 8e (e#! !e-#"a,, %e! 4,e(a,"!.

T% e#)(e !-a! %( ae ()"#g -"g-;>(a,"! %()eae a#0 )e/"e) e)!a8,")-)!a#0a0) 4% %( *%ga&). Pe"%0"a,, e/a,(a!e a#0 e/"e !-e %()eae !%e#)(e !-a! "! )!",, &ee!) %( #ee0) a#0 !-a! "! ") *%/"0"#g (e#! a#0 a(a!e"#4%&a!"%#. I! ") a,)% #ee))a !% )%,""! 4ee08a$ 4%& !-e ()e) %# a eg(,a8a)"). A# %()e) !-a! ae #%! *e!"#e#! % ,"$e0 )-%(,0 8e 0")%#!"#(e0. F%&*a!#e)-"*) "!- e*(!a8,e /e#0%) -% ",, *%/"0e %( "!- !"&e, a#0 /a,(e;

a00e0 )e/"e).

T% 0e,"/e e44e!"/e !a"#"#g a#0 !% &a"#!a"# e0"8","! !-e %()e) &()! 8e"#)!(!"%#a,, )%(#0. F% e


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6- Hi&h3le(el S+on)o')hi+

(op management must become active advocates of the (echnical (rainingrogram. (his means that one or more e%ecutives must remain involved with ((activities and communicate their support to the organization in a way that is realand frequent.

H"g-;,e/e, )*%#)%)-"* ") %#e %4 !-e &%)! "&*%!a#! e,e&e#!) !% a-"e/e a#0&a"#!a"# -e# ea!"#g a TTP. I! g(aa#!ee) !-e 4(#0"#g #ee))a !% 0e/e,%* a#0

e(e#!, %&&(#"a!"#g a#0 0e&%#)!a!"#g%&&"!&e#! a#0 )(**%! 4% !-e TTP -"g-;,e/e, )*%#)%) )"g#a, !-e e)! %4 !-e%ga#"a!"%# !% /a,(e a#0 !a$e a0/a#!age %4 !a"#"#g. W-e# !-e)e e


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e/e!-"#g. I4 !-e TTP *%/"0e) e44e!"/e !"&e, *%ga&) "# a# e44""e#!, (#e#/"%#&e#! 4ee08a$ ",, )*ea0 !% -"g-;,e/e, &a#age&e#! a#0 "! ") ,"$e, !-e",, )(**%! !-e TTP.


A# e


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)a!")4a!"%# !% !-e ()e) "# !-e )a&e a !-a! -"g-;,e/e, )*%#)%) ",, 8e "#4,(e#e08 *%)"!"/e 4ee08a$ 4%& !-e ()e) a#0 !-ee4%e )(**%! !-e TTP.

U,!"&a!e, "4 &a#age"a, )(**%! ") ea#e0 e&*,%ee) ",, -a/e "#0"/"0(a, !a"#"#g*,a#) a#0 ",, 8e g"/e# a0e>(a!e !"&e !% %&*,e!e !-e" *%ga&. S(**%!"/e&a#age) ",, ea0 !-e" e&*,%ee) 4% %&*,e!"#g %()e) a#0 ",, *a!""*a!e "#4%,,%;(* e/a,(a!"%#) *%)!;!a"#"#g.

U)e )(**%! ") %8!a"#e0 8 *%/"0"#g >(a,"! !a"#"#g %# a !"&e, 8a)"). Ge#ea,,()e) ae 0a# !% e,,;e>("**e0 a#0 &a"#!a"#e0 4a","!"e) %#/e#"e#! -%() a#0a #%#;!-ea!e#"#g e#/"%#&e#!. A# %"e#!a!"%# *%ga& !-a! -e,*) 4")!;!"&e ()e)4ee, %&4%!a8,e ") e%&&e#0e0. I! ") a,)% "&*%!a#! !% -a/e )%&e%#e -% ")$#%,e0gea8,e a8%(! !-e TTP a/a",a8,e a! a,, !"&e) !% a#)e >(e)!"%#) a#0*%/"0e )(**%! !% )!(0e#!) a) #ee))a.

F,e


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9- ,'oacti(e Leade')hi+

Successful (echnical (raining rograms are led by someone who believes in thebusiness importance of the program and is willing to take on evangelistic role in

promoting and supporting it. (( leaders must embody a combination of skills)they must be a marketer technically savvy understand the financial 4ustificationissues and know how to involve and apprise all levels of the organization in centerevents. Successful ((s are not 4ust administered they are led.

T-e )(e)) %4 !-e TTP -"#ge) %# !-e !a,e#!) %4 !-e *e)%# ,ea0"#g "!. %( a#-a/e a %,0 ,a)) e#!e 8(! "4 "! ") #%! ,e0 8 )%&e%#e 0#a&" 8"g-! a#0%ga#"e0 -% a# e44""e#!, 0"e! "! 4a",(e ",, 8e "&&"#e#!. T-ee4%e "! ")"&*%!a#! !% )e,e! a &a#age "!- !-e "g-! >(a,"!"e) )$",,) a#0 e


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24/52

- ,'ootion

A successful (echnical (raining rogram has a high level of usage and provideseffective programs and customer satisfaction. +ut as with any new product orservice it does not matter how good the program is if the intended audience doesnot know about it. (o promote your program a steady stream of materials andmessages must be directed to all levels of the of the organization.

A# e44e!"/e *%&%!"%#a, )!a!eg ") "!"a, !% !-e *%)*e"! a#0 ,"4e %4 !-e TTP.P%&%!"%# -e,*) "#!ega!e !-e e#!e "#!% !-e %*%a!e (,!(e &a"#!a"# a *%)"!"/e-"g- *%4",e a#0 e)!a8,")- -"g- ()age. I# 8%!- #e a#0 e(e). F% e


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A TTP a!a,%g ") *(8,")-e0 %#;,"#e % 0")!"8(!e0 "# -a0%* !% e/e 0e*a!&e#! 4% ea) ae)) 8 e&*,%ee).

T-ee ") a &%#!-, #e),e!!e.

T-ee ") &%#!-, %&&(#"a!"%# "!- !-e TTP e/"e %&&"!!ee. T-ee ") >(a!e, %&&(#"a!"%# "!- !-e e&*,%ee ()e g%(*.

T-ee ae >(a!e, *%&%!"%#).

I&*,e&e#!a!"%# S!a!eg"e) +


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;- O+tii8ed Facilitie)

Successful (echnical (raining rograms must provide an environment that is

conducive to learning with attention paid to issues of quietness protection frominterruptions appropriate equipment and convenient access. ((s are adequatelystaffed with personnel who see the (( success as their primary if not soleresponsibility. (he most important staff role is that of facilitator making sure thatusers of the (( are helped to understand how to be effective with self1pacedlearning approach that will be new to them.

W-e!-e "# a ,a))%%& % "# a )e,4;*ae0 e#/"%#&e#! ,ea#"#g ") a *"/a!ee("**e0 "!- )(**,"e) *e)%##e, ))!e&)4(#")-"#g) a#0 %()eae. I# a00"!"%# !-e TTP &()! a0-ee !% e#/"%#&e#!a,-ea,!- a#0 )a4e! e>("e&e#!) a#0 *%,""e) 0"e!, e,a!e0 !% ,%a, )!a!e a#0#a!"%#a, ,eg"),a!"%# )(- a) !-e A&e"a# D")a8","!"e) A!1.

T-e TTP &()! 8e %#/e#"e#!, ,%a!e0 )% !-a! "! ") ae))"8,e !% a) &(- %4 !-e%ga#"a!"%# a) *%))"8,e. I4 "! ") %#, %#/e#"e#! 4% )%&e !-ee ") !-e 0a#ge !-a!"! ",, 8e *ee"/e0 a) a# e,"!")! *e$ 4% e!a"# )eg&e#!) %4 !-e %&*a#.

1Copies of the Americans with Disabilities Act Handbookare available from the Equal EmploymentOpportunity Commission at (800) 669-EEOC or the U! "epartment of #usti$e at (%0%) &1'-001

I&*,e&e#!a!"%# S!a!eg"e) 5

O*ea!"%#)


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Ae*!a#e %4 !-e TTP ") &%e ,"$e, !% %( "4 "! e4,e!) !-e (,!(e %4 !-e%&*a#. F% e("e! a#0 *"/a!e #% "#!e(*!"%#) *-%#e a,,)% *age) a#0 e&*,%ee) a##%! )ee %!-e) -e# ()"#g !-e TTP.

Ta"#"#g #ee0) a# 8e &e! "!-"# !-e !age!e0 !"&e 4a&e"!- '2 (*;!"&e %4 e>("*&e#! a#0 %()eae.

U*;!"&e %4 TTP e>("*&e#! a#0 !-e 4a","! ") '5. T-e TTP )!a44 ") %#;)"!e a#0 a/a",a8,e 0("#g %e -%().

(a,"! ()!%&e )e/"e. I0ea,, !-e)e *%,""e))-%(,0 %&*,e&e#! !-e (,!(e a#0 "#"!"a!"/e) %4 !-e %ga#"a!"%#. I# a00"!"%# !-e&()! "#%*%a!e )%&e 4,e


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"#/e)!&e#!. B e0(a!"#g !-e a(0"e#e %# !-e *%,""e) a#0 *%e0(e) %( ae-e,*"#g !% )e! e("*&e#! a#0 ge#ea, -a%) )-%(,0 8e #%#;e


29/52

>("$, ,%)e )(**%! a#0 ()e. I0ea,, a TTP )-%(,0 8e *-)"a,, )"!(a!e0 )% !-a! "!") %#/e#"e#! !% a) &a# *e%*,e "# !-e %&*a# a) *%))"8,e. A e,,;,%a!e0 e#!ee#%(age) ()e. I4 "! ") %(! %4 !-e a 4ee *e%*,e ",, 8e "#,"#e0 !% ()e "! a#0*a!) %4 !-e %ga#"a!"%# &a %&e !% 8e,"e/e !-a! "! ") 0e)"g#e0 !% )e/e a ,"&"!e0)eg&e#! %4 !-e %&*a#. T-ee ") a,)% !-e ")$ !-a! !-e TTP ",, a!!a! %#, a)&a,, e)!"!e0 g%(* -% ",, e/e#!(a,, e


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T-e TTP ") %*e# a#0 )!a44e0 0("#g #%&a, %$ -%() 4%a,, e&*,%ee).

T-e TTP ") %*e# a#0 )!a44e0 0("#g %44;%$ -%()8e4%e a#0 a4!e )-"4!) a#0 ee$e#0).

TTP &a!e"a,) ae a/a",a8,e 4% !a$e;-%&e )!(0.

O44;)"!e )(**%! ") ea0", a/a",a8,e -e# !-e TTP )!a44 ")#%! *e)e#!.

T-e TTP ") a/a",a8,e a! !-e e&*,%ee): a&*() 4%2 %4 e&*,%ee).

I&*,e&e#!a!"%# S!a!eg"e)


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11- E(aluation and "ea)u'eent o/ Lea'nin& S!)te)

As with any other business process that is important to an organizations success(( processes and courseware need to be continually evaluated for qualitytimeliness and alignment with the ob4ectives of the organization. Areas forevaluation and measurement need to be identified in advance where possible toensure that the right processes and support tools are put in place to gather thenecessary data.

E/a,(a!"%# *%/"0e) "!"a, 4ee08a$ a8%(! !-e e44e!"/e#e)) %4 %()e &a!e"a,) "#"&*%/"#g ,ea#e *e4%&a#e. T-") "#4%&a!"%# ") e))e#!"a, 4% e)!a8,")-"#ge0"8","! a#0 a,,"a#e) "!- &a#age&e#!. I! 0e&%#)!a!e) !-e e!(# %#"#/e)!&e#! 8 ",,()!a!"#g !-e ,"#$ 8e!ee# !a"#"#g a#0 8()"#e)) *e4%&a#e. I4 a

e!(# %# "#/e)!&e#! a# 8e e)!a8,")-e0 !-e e)(,!) a# 8e ()e0 !% =()!"4 !-e(e#! e(a,"! %4 !-e !a"#"#g e#/"%#&e#!K

&e(el * &earning effecti(enessD%e) !-e !a"#"#g "&*%/e 4a!(a, $#%,e0gea#0 -"g-e ,e/e, "#!e,,e!(a, )$",,) !-a! "#/%,/e "!"a, !-"#$"#g a#a,)") a#0*%8,e& )%,/"#gK

I&*,e&e#!a!"%# S!a!eg"e) 32

O*ea!"%#)


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&e(el .* Transfer to /obHa) !-e !a"#"#g e)(,!e0 "# "&*%/e&e#! "# !-ea**,"a!"%# %4 "#4%&a!"%# %#e*!) a#0 )$",,) !% =%8 *e4%&a#e !-a! ,ea0)0"e!, % "#0"e!, !% 8()"#e)) e)(,!)K

&e(el 0* Business im"actHa) !-e !a"#"#g e)(,!e0 "# %)! e0(!"%#

"#ea)e0 *%0(!"/"! % e/e#(e ga"#K


(a!e, #ee0) a#a,)") (*0a!e) ae 0%#e.

C%()eae e/a,(a!"%#) ae %&*,e!e0 4% 2 %4e&*,%ee)%()e).

Ma)!e !e)!"#g ") %&*,e!e0 4% 75 %4 a,, e&*,%ee:)%()e %&*,e!"%#).

Ma#age e/a,(a!"%#) ae 0%#e 32;62 0a) a4!e %()e%&*,e!"%# !% &ea)(e %#;!-e;=%8 *e4%&a#e 4%2 %4 e&*,%ee)%()e).

Ma#age): e/a,(a!"%#) )%e '2 4% %#;!-e;=%8 *e4%&a#e.

E&*,%ee): e/a,(a!"%#) ae 0%#e 3;6 &%#!-) a4!e %()e %&*,e!"%#!% &ea)(e !-e "&*a! %4 !-e %()e !%a0 !-e"%#;!-e;=%8 *e4%&a#e 4% '2 %4 e&*,%ee).

E&*,%ee): e/a,(a!"%#) a/eage '2 4% %#;!-e;=%8 "&*%/e&e#!.

Re!(# %# "#/e)!&e#! 0a!a ") (*0a!e0 >(a!e,.

Re!(# %# "#/e)!&e#! ") "!-"# 2 %4 !-e *,a# % 8e!!e.

I&*,e&e#!a!"%# S!a!eg"e) 31


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Sua'! o/ C'itical Succe)) Facto')

T-e)e "!"a, )(e)) 4a!%) ae 8a)e0 %# &%e !-a# !e#! ea) %4 e


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>ob Aid)

C'eatin& a "a'*etin& ,'o&'a

I+leentation Chec*li)t: "a'*etin& and O+e'ation)

Cou')e #ualit! E(aluation Chec*li)t

Sa+le Le(el 1 E(aluation



I&*,e&e#!a!"%# S!a!eg"e)

(hese 4ob aids are intended to provide practical guidance in implementing the

critical success factors. "-reating a 'arketing rogram# offers tips and

techniques on increasing awareness and acceptance of your (echnical

(raining rogram /((0. (he implementation checklist is a handy reference

tool that may suggest new ideas and best practices. (he sample evaluation

forms provide useful models that you may want to adopt. 7evel 8 refers to

attitude toward training) 7evel 9 is transfer to the 4ob and 7evel : is business

results5return on investment. 7evel ; /which is missing0 is learning and this

level is usually measured by a content1specific test.

33


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36/52

CREATIN% A "AR?ETIN% ,RO%RA"

A) "!- a# #e *%0(! % )e/"e "! 0%e) #%! &a!!e -% g%%0 !-e Te-#"a,Ta"#"#g P%ga& TTP ") "4 !-e "#!e#0e0 a(0"e#e 0%e) #%! $#% a8%(! "! %ae*! "!. T-ee4%e !% e44e!"/e, &a$e! a#0 *%&%!e !-e TTP !-ee &()! 8e

%#)!a#! %#!a! "!- a,, ,e/e,) %4 !-e %ga#"a!"%# a) e,, a) a )!ea0 )!ea& %4&a!e"a,) !-a! ea!e aae#e)) a#0 e0(a!e !-e "#!e#0e0 a(0"e#e a8%(! !-e TTP.T-e &%)! e44e!"/e a !% ga"# ae*!a#e %4 %( TTP ") !% *,a# a#0 "&*,e&e#! a&a$e!"#g *,a# !-a!9

Cea!e) aae#e)) %4 !-e TTP

Ma"#!a"#) %#!"#(%() )(**%! 4% !-e TTP

A) %( ea0 a8%(! -% !% "&*,e&e#! ea- %4 !-e)e %&*%#e#!) !-"#$ a8%(! -"-

)(gge)!"%#) ae &%)! e,e/a#! !% %( %# %&*a#. A,!-%(g- #(&e%() "0ea) ae*%/"0e0 !-e ",, #%! a,, *e!a"# !% %( *a!"(,a )"!(a!"%#. %( ",, #ee0 !% !-"#$a8%(! !-e )*e"4" "))(e) %( &()! %/e%&e !-e (,!(e %4 %( %ga#"a!"%# a#0%( g%a,). T-e# %( a# 0e"0e -"- "0ea) %( %(,0 ,"$e !% a0%*! % a,!e-"- %&8"#a!"%# %4 "0ea) %(,0 %$ 8e)! "# %( %ga#"a!"%# a#0 "# -"-%0e %( )-%(,0 "&*,e&e#! !-e&.

Le!:) ,%%$ a! -% !% a-"e/e ea- %&*%#e#! %4 %( &a$e! *%ga&.

I&*,e&e#!a!"%# S!a!eg"e)

CREATEAWARENESS

MAINTAINCONTINUOUS

SUPPORT

35


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C'eatin& A5a'ene))

Cea!"#g aae#e)) ") !-e 4")! )!e* "# &a$e!"#g a#0 *%&%!"#g !-e Te-#"a,Ta"#"#g P%ga& TTP. T-") *-a)e "#/%,/e) e0(a!"#g !-e %ga#"a!"%# a8%(! !-ee(e) !% 0e,"/e0"44ee#! &e))age) a8%(! !-e TTP. F% e


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I&*,e&e#!a!"%# S!a!eg"e)

AUDIENCE ,OTENTIAL "ESSA%E

E#!"e %ga#"a!"%# T-e TTP ",, -e,* ea!e a %&*a# "!-

a %&*e!"!"/e a0/a#!age $ee* !-e%&*a# (* !% 0a!e "!- #e "#0()!!e#0) a#0 !e-#%,%g a#0 0e/e,%* ae)*%#)"/e *%a!"/e (,!(e.

T%* ,e/e, &a#age&e#! T-e TTP ",, -e,* a-"e/e "0e#!"4"e08()"#e)) %8=e!"/e) a#0 "&*%/e !-ee44""e# %4 !-e %ga#"a!"%#.

Ta"#"#g 0e*a!&e#!HRD T-e TTP ",, "&*%/e e44""e# %4!a"#"#g a#0 -e,* "#!ega!e !a"#"#g "#!%!-e %ga#"a!"%#a, (,!(e.

Ma#age) T-e TTP ",, )a/e !"&e a#0 &%#e "#!a"#"#g a#0 *%0(e a >(a,"4"e0 a#0e44e!"/e %$ 4%e.

W%$ G%(*) T-e TTP ",, "&*%/e e!a"# )$",, )e!))% !ea&) a#0 0e*a!&e#!) a# %$!%ge!-e &%e e44e!"/e,.

I#0"/"0(a,) T-e TTP ",, *%/"0e a# %**%!(#"! !%,ea# #e )$",,) !-a! ",, *%&%!e

*%4e))"%#a, g%!- a#0 a0/a#e&e#!.

37


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The A5a'ene)) Ca+ai&n

O#e %( -a/e "0e#!"4"e0 %( a(0"e#e a#0 &e))age) 0e/e,%* a ea!"/e 4(#a#0 e,,;*,a##e0 aae#e)) a&*a"g#. %( g%a, ") !% 0e/e,%* a#0 0e,"/e a%#)!a#! )!ea& %4 &a$e!"#g a#0 "#4%&a!"%#a, &a!e"a,) !% a,, ,e/e,) %4 !-e%ga#"a!"%#. U)e a /a"e! %4 !e-#">(e) !% ea!e ("%)"! a#!""*a!"%# a#0e


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"AINTAININ% CONTINUOUS SU,,ORT

A4!e ea!"#g aae#e)) a#0 )(e))4(,, ,a(#-"#g !-e Te-#"a, Ta"#"#gP%ga& TTP %(:,, #ee0 !% %#!"#(%(), &a$e! a#0 *%&%!e !-e TTP !% $ee* "!/")"8,e a#0 !% e#)(e "!) %#!"#(e0 ()e. I# a00"!"%# &a"#!a"#"#g %#!"#(%()

)(**%! ",, -e,* e#)(e !-e a-"e/e&e#! %4 !-e "!"a, )(e)) 4a!%) %( ,ea#e0a8%(! ea,"e. A) !"&e *%ge))e) "! ") ("a, !-a! %( $ee* (* !% 0a!e "!- !-e)!a!eg"e) a#0 8()"#e)) %8=e!"/e) %4 %( %ga#"a!"%# a#0 %&&(#"a!e -% !-eTTP a# -e,* &ee! !-%)e %8=e!"/e). %( a# &a"#!a"# %#!"#(%() )(**%! !-%(g-)e/ea, "#"!"a!"/e) -"- ae 0e)"8e0 8e,%.

Re&ula'l! Scheduled ,'o&'a)

I&*,e&e#! a /a"e! %4 eg(,a, )-e0(,e0 *%ga&) !-a! ",, 8e%&e *a! %4 !-e%ga#"a!"%#a, (,!(e. I0ea,, e&*,%ee) ",, %&e !% e("*&e#! a#0 *(8,""e !-e e/e#!.

I&*,e&e#!a!"%# S!a!eg"e) 3


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"ana&e')@ A5a'ene)) ,'o&'a

Ma#age) &()! (#0e)!a#0 !-e )a/"#g) a#0 &%!"/a!"%#a, 8e#e4"!) %4 !a"#"#g a#0e#%(age !-e" )!a44 !% ()e !-e e#!e. T% -e,* e0(a!e !-e &a#ge) a8%(! !a"#"#ga#0 !-e TTP ge! %# !-e age#0a %4 a &a#age): &ee!"#g % 8e!!e e! e)!a8,")- a&a#age): !a"#"#g 4%(& !-a! &ee!) eg(,a,. A! !-e)e &ee!"#g) *%/"0e 0a!a %#!-e %)! 8e#e4"!) %4 !a"#"#g a#0 e


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On&oin& ,'ootion

I! a# 8e -a,,e#g"#g !% %&e (* "!- #e a#0 0"44ee#! *%&%!"%#a, a#0aae#e)) a&*a"g#) %# a eg(,a 8a)"). Wa!- !-e &e0"a a%(#0 %( 4% "0ea).

A0/e!")e&e#!) %# T a0"% a#0 "# &aga"#e) a# -e,* !"gge "0ea) 4% #e"#e#!"/e) &a$e!"#g &e))age) a#0 *%&%!"%#a, !e-#">(e). I# a00"!"%# !%%&"#g (* "!- #e *%&%!"%#a, %#e*!) %( )-%(,0 4e>(e#!, (*0a!e !-e %()ea!a,%g a#0 *(8,")- a TTP #e),e!!e.

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I",LE"ENTATION CHEC?LIST

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SA",LE EALUATION CHEC?LIST AND#UESTIONNAIRE

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