Systems rollout – Training the Trainers and Embedding the Learning

Problem Definition

A large manufacturing and distribution company was migrating SAP sales ordering and distribution systems to a newly acquired retail arm of more than 75 outlets nationally. Motivated individuals were invited to become part of a national team of SAP trainers, to design then roll out the training. Many of the individuals had little or no training experience, so Irina was brought in to design and deliver a Train the Trainer workshop to assist them with the SAP rollout and ensure that learning was measured.

Approach/Method

Irina worked closely with the SAP Implementation Manager, to design and develop curricula and end-user support aids. This included a two day face-to-face training course with the following elements:

  • Pre-course modules for participants on how people learn and how to test for learning
  • Participant guides and checklists for future reference
  • Participant videos for reference and critiquing
  • A music CD and resource “quick look-up” guide
  • Action learning activities to reflect on performance and reinforce skills

To reinforce learning, Irina provided further assistance with creating end-user support tools, reinforcement activities and touch points, including:

  • A printed update newsletter including Dos and Don’ts for current issues
  • Coaching notes for assessing performance
  • A SAP effectiveness competition and scoreboard against success criteria
  • A SAP satisfaction survey
  • The creation of training matrixes to identify performance gaps and trends
  • The identification of power users to support regional offices and assist with tip guides

Results and Benefit to Client

The SAP effectiveness team reported great satisfaction with the two day workshop and a much greater level in their confidence and skills in facilitating and understanding how people learnt. The SAP implementation occurred on time and within budget, with minimal disruption to service as usual. The ongoing reduction in support requests is seen to reflect the quality of the training delivery and the success of the tools and reinforcement activities used.