IN IT TRAINING DEPLOYMENTS »
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009
Introduction 3
Methodology of the survey 5
1. Profile of the interviewed participants 7
2. Feedback from e-Learning experiences in IT Training deployments 9
2.1. Context 10
2.2. e-Learning Deployment 14
2.3. Content and pedagogical e-Learning modules 17
3. Results & Lessons from this e-Learning experience 21
4. e-Learning Perspectives in IT Training Deployments 25
The « IT Training Deployment » Unit 28
As you are increasingly developing e-Learning content for your IT deployments, we decided to share the experiences of some companies that have already been through similar implementations.
33 interviews have been carried out across sections of major French international companies. Restitutions are full of teaching, with many interesting directions to consider for your next projects.
85% of the training plans for IT deployments are in the form of a “blended programme” (mixing
in-class and e-Learning training)
e-Learning is always included in a global coaching and change programme
For the e-Learning element, the pedagogical approach is considered as very important, not to say fundamental by 91% of the interviewees
Real life scenarios have been integrated in 94% of the modules, in order to ensure a very
operational approach based on recognisable situations
84% of the interviewees confirm their training participants have been satisfied with the e-Learning programme
Costs reduction is the main motivation for choosing e-Learning: 31% of the interviewees state they
have reduced costs by more than 30%
91% of the interviewees think the percentage of e-Learning in the training plans for IT deployments will increase in the future and will require line managers’ close involvement
Enjoy these survey results,
Best Regards,
Caroline Thiam
[email protected] 01 55 00 94 90
Caroline THIAM
Manager of « IT Training Deployments » at Cegos
INTRODUCTION
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009
METHODOLOGY OF THE SURVEY
Theme of the survey
Use of feedback from companies that have deployed and implemented new IT solutions with
the use of e-Learning programmes in their Training Plans
Objective of the survey
Identify the selection criteria and the keys to success for using e-Learning programmes in IT
Training Deployments
Targets of the survey
Major French and international companies that have already deployed new IT solutions
using e-Learning modules within their Training plan
Experienced Training Managers, Experienced Project Managers
Methodology
33 interviews lasting 60 minutes (29 one to one interviews and 4 by phone) From June to August 2009
By a Member of the Cegos « IT Training Deployment » (DFSI) Department With a survey composed of 40 questions
The panel of companies
Companies in various industries that have deployed an IT solution using e-Learning programmes
Insurance / Bank / Finance, Automobile / Energy / Industry, Hotel Trade / Restoration ,
Luxury, Services, Telecom, Transport, etc
Of which AXA, Banque Populaire, Canal +, Crédit Agricole, GAN Assurances, GDF Suez,
Lafarge, Laser Cofinoga, NISSAN, OCP, Orange, Randstad, RATP, RTE, Sanofi Aventis, SFR, Sodexo…
Annual 2007 Turnover
from €120 million to €94 billion
Employee numbers
from 134 employees to 355,000 employees
ETUDE « LE e-LEARNING DANS LES PROJETS DE DEPLOIEMENT FORMATION SI » © Cegos 2009
1. PROFILE OF THE INTERVIEWEES
The interviewees have been involved in operational parts of the IT Deployment Project
55% of the interviewees have already led more than 2 large IT deployments and have a very good knowledge and experience of training plans with these kind of projects
I. PROFILE OF THE INTERVIEWEES
Operational managers that have already led several large IT Deployment
projects.
What part of the IT deployment project were you involved in?
Deployment 15% Training 33% Global Coordination 30% Change Management 15% Other 6%
ETUDE « LE e-LEARNING DANS LES PROJETS DE DEPLOIEMENT FORMATION SI » © Cegos 2009
2. FEEDBACK FROM
e-LEARNING EXPERIENCES IN IT
TRAINING DEPLOYMENTS
61% of the projects had national coverage; 27% had international coverage 72% of the projects were impacting more than 1000 users
2.1. CONTEXT OF THE EXPERIENCE
e-Learning Training Sessions mainly intended for a large number of Employees.
Which population was targeted by e-Learning ?
Among the employees, Sales People are the main target of e-Learning sessions, 67% of the projects were focused on this audience
The next largest groups are Accountants/Financiers, with 55% of the projects and Administrators with 52% of the projects focused on them respectively
94% mentioned the Employees as the main target. Whereas Directors has been trained through e-Learning sessions only for one of two projects
Directors 52% Experts – Referents 76% Employees 94% Managers 85% 48% 24% 24% 24% 36% 52% 55% 67% Sales people Accountants - financial Administrators Technicians Administrative people Assistants HR Others
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 36% of the Information Systems are bespoke solutions related to the company
Followed by multi-national projects with various solutions such as ERP, then CRM
3 major scenarios have been described:
Introduction and deployment of a new IT solution (48% of the projects) Harmonisation of already existing solutions (27%)
Migration of the existing solution (12%)
2.1. CONTEXT OF THE EXPERIENCE
e-Learning Training on a large diversity of IT solutions
.
What kind of Information system were you deploying ?
CRM 21%
HRIS 9% Bespoke solutions
related to the company 36% Multi-national / ERP 24% Accounting-Finance 3% Office Automation 6%
2/3 of the IT deployments were considered as highly strategic, therefore training was very important
The major hurdles for the companies were:
Development of the work/offer (42%)
Change of organisation of the company (30%)
Employees’ skills improvement/professional development (12%) Technological development (12%)
36% of the projects also included large productivity, economic or time savings
61% of the projects were described as having considerable impact and change on everyday tasks
2.1. CONTEXT OF THE EXPERIENCE
Each IT deployment project is very strategic and required considerable change
to daily processes
What were the change(s) ? (free text answer)
The change is considerable because it was impacting both Systems (68%) and Process (61%)
Mentalities / uses 29%
Work/Process Organisation 61%
New Computing/ Technology 68%
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 70% of Training in the IT deployment Project was focused on System and Process
And generally 50% of the training have similar focus
The ProcessTraining has 2 main goals:
Implement new procedures (24%) Improvement of a task management (21%)
2.1. CONTEXT OF THE EXPERIENCE
e-Learning Training combined System and Process training at the same time.
For the IT deployment, training was based and focused on :
System & Process 70% System only
During the IT Deployment, 85% of the outcome of the programme was mixed
2.2. THE e-LEARNING DEPLOYMENT
Recognition of a mixed programme.
e-Learning in your project was used to:
For 48% of the Projects, e-Learning is used to support in class training, it can replace a simulation application for manipulations
e-Learning was additional in-class training for 42% of the programmes. It can be used before or after in-class training
e-Learning completely replaces in-class training for 39% projects Substitute to in-class training
39%
Additional to in-class training 42%
Support for in-class training 48%
« e-Learning is complementary to in-class training for IT Deployments that face heavy resistance to change; it is a complete substitute to in-class when the IT changes have less
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 e-Learning is a development tool included in a global programme, which can include quick handbooks, a communication kit and a Hotline
Virtual classes are not used much but research needs to be carried out into the feasibility of further use of these
2.2. THE e-LEARNING PROGRAMME
e-Learning is part of a global coaching programme
What else have you been developing to complete the use of
e-Learning?
6% 42% 45% 61% 70% 76% 79% 82%Quick cards, handbook Communication Kit Hotline (phone) Experts Relay Managers Relay Online Help Tutorial Virtual Classes
Server/Intranet: is the most common way to communicate for 64% of the projects
Even more when compared to a LMS. But tracking is then limited
The Learning Management System (LMS) is increasingly used in 61% of the projects
It enables tracking, evaluation and reporting; it keeps logistics easy and brings a good level
of technical flexibility
For 91% of projects, users can access the training modules from their own computer
2.2. THE e-LEARNING PROGRAMME
e-Learning has to be easy to access.
How did you deliver the e-Learning modules ?
USB Keys/ CD 30% LMS 61% Server/Intranet 64%
« It is easy, quick and economical. »
« LMS enables feedback (i.e. Use and connection rates). And it is then easier for Managers
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 The 2 solutions most popular for developing e-Learning modules are Captivate and
Assima
« Captivate is an efficient tool, it is easy to use for creation and updates »
« Assima is an advanced tool for simulation ». « A very good tool adapted for large
Deployment without simulation application base »
The average duration of a module is between 30 to 60 minutes. The module is a training course composed of short exercises
For 85% of the Projects, interviewees said they contracted with a supplier to develop the e-Learning modules
e-LEARNING MODULES
e-Learning modules are of 30 to 60 minutes and provided by contracted
suppliers.
Which e-Learning Solution did you use ?
e-Doceo 12% Flash 18% Assima 27% Captivate 42%
« The ideal total duration of a module is 30 minutes, no more of 45 minutes. If the module is longer, then it is better to split the module in order to avoid
Real simulations are included in 94% of modules
These real situations add interactivity and energy to the training
It also allows to anchor and fix the manipulation or gesture of the learner while manipulating
Business messages are really important and give meaning and good practices
e-LEARNING MODULES
e-Learning enables real scenarios within the IT system.
Within the key to success for an e-Learning module, select the 3 most
important
In the e-Learning modules, what did you include ?
The pedagogical approach has to focus on real life business examples and this is the major condition for a successful e-Learning module
The module needs to primarily train on the functionalities that will be mainly used in the work
environment
Concrete examples and real situations also are a priority for 52% of the interviewees 12% 24% 30% 45% 70% 70% 94% Simulations Business messages Quiz Company Information Documents for downloads
Videos Other 6% 12% 18% 30% 30% 33% 42% 52% 70% Pedagogical approach particularly
based on the real environment Concrete examples, real situations Easy access to the module Interactivity
Duration of the module Intuitive navigation
Progress tracking and learners’ evaluations Summary of good practices
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 Pedagogy in the e-Learning development is very important or essential for 91% of the
interviewees
e-LEARNING MODULES
A pedagogical approach which aims at pragmatism and operational efficiency.
What did you like in the pedagogical approach of the e-Learning
modules?
84% of the interviewees think e-Learning is best based on self-discovery with some clues
88% of the interviewees think training works well if with simulations and practice
The IT solution is a tool which is targeted at the workplace.Real work situations have to be
taken into account so that they directly set best practice in the learner’s mind
For 94% of the interviewees who assessed e-Learning content, 80% of their daily tasks are represented by 20 functions in any system
72% of interviewees prefer a discreet style which keeps focused on content, 28% assess the visual look as important which also has to be attractive for the training to be effective
Main criteria are interactivity, style and professionalism
Discreet 72% Exhaustive 6% Simulation 12% With clues 84% Multiple animations 28% 80 / 20 94%
Practice & Simulations 88%
Completely guided 16% Style Content Structure Path
ETUDE « LE e-LEARNING DANS LES PROJETS DE DEPLOIEMENT FORMATION SI » © Cegos 2009
3. LESSONS FROM THESE
The main motivation of interviewees to chose e-Learning is still the cost
The cost reduction is closely inked with the reduction of travel and with the cost of
maintaining on-line training
Exact calculations are generally not made as they are very complex, but 31% of
interviewees assess the saving is more than 30%.
The 2ndhighlighted advantage is the harmonisation of content and messages
It shows the willingness to have a coherent message, in particular with national and
international projects involving large numbers of trainers.
Only 30% of the interviewees stated the ease of updating and developing the learning content, to the contrary, they consider that e-Learning modules need more skill and time to update than usual in-class content.
EXPERIENCES
The 1st advantage of e-Learning = reduce costs by more than 30%
Which are the primary advantages of e-Learning in large IT
Deployments?
6% 12% 30% 30% 33% 33% 33% 36% 45% 52% 58% 61% Cost ReductionHarmonization of contents and messages Upstream Knowledge Acquisition Training Anywhere
Duration Reduction Train more participants Training more efficient Flexibility for Learners Quality of programme
Ease of providing for updates and new developments
Other
Localisation and translation of modules
« e-Learning allows you to train a lot of people, very quickly, with less logistical organisation. The training can then be more targeted and more efficient . »
« e-Learning is really beneficial for better formalisation and modeling for work procedures. It is a useful investment for the
ÉTUDE « LE e-LEARNING DANS LES DÉPLOIEMENTS DE FORMATION AUX SI » © Cegos 2009 The remoteness of the participant and the lack of follow up is the major obstacle to the use of e-Learning. It explains the need for mixed programmes
According to interviewees, the Learners often miss the interaction with trainers and other
trainees
The 2ndobstacle is the organisation of time dedicated to e-Learning
Indeed, even if it seems more flexible to be able to train on your own computer, you still
need to set aside time for it
Moreover, the interviewees highlighted 3 points to consider or improve for their next project, these are:
Development (61%)
Integration of e-Learning in the Global Training Programme and its follow up (45%) Communication to managers and participants (24%)
Finally, according to interviewees, the learners think a simulation based application gives greater flexibility for work-based exercises.
EXPERIENCES
1st obstacle to e-Learning = Remoteness and lack of follow-up
of the learner
What are the 3 major obstacles to the use of e-Learning in large IT
Deployments ?
12% 18% 21% 27% 30% 33% 52% 73% Remoteness and lack of follow upof the learner
Organisation of time between work and training
Technical difficulties Conception costs Change resistance
Quality of the development plan Lack of motivation
Other
« E-Learning will not replace in-class courses for technical training that needs real work knowledge and where there is a need to directly engage the
participants. »
« e-Learning engages all groups such as Graphic Designers and Trainers with a stronger commitment: they have to be precise; they have to be truly associated to the project dynamic; they have to be credible. (Training is not
For half of the interviewees, the training has completely achieved their objectives. Only 3% think they did not achieve them
EXPERIENCES
e-Learning is a powerful tool for training of IT solutions.
During the IT Training Deployment, what was the best thing about
the e-Learning ? (free answer)
The interviewees answered:
The quality of the approach taken (45%)
Industrialisation of training hold by e-Learning (16%)
According to 84% of the interviewees, the learners are satisfied with the e-Learning approach taken. They mostly appreciate:
The freshness of the approach
The dynamism and user friendliness of the technology The availability at any time
« The pedagogical approach is practical and user-friendly. » « e-Learning overcomes the barriers. »
The innovative methods (26%)
« e-Learning is fun, innovative and effective. »
« The opportunity of e-Learning makes you want to do it. This is a great use of the internet for training. »
ETUDE « LE e-LEARNING DANS LES PROJETS DE DEPLOIEMENT FORMATION SI » © Cegos 2009
4. e-LEARNING INVOLVEMENT IN IT
The reasons given are the onset of ‘Generation Y’, the reduction of costs for travel and
simulation applications, and also because of the improved skills of internal trainers.
The usage of e-Learning will increase in IT Deployment Projects.
What are the main key points to successfully deploying an IT solution
with e-Learning?
TRAINING DEPLOYMENTS
75% of the interviewed companies have been using e-Learning for more than 4 years; its part in their global programme is less than 20% for 54% of the companies
The explanations given are the resistance to change and the ability to produce the desired
results using blended and limited budgets always being given to small IT deployments projects
91% of interviewees think the usage of e-Learning in the global Training Plan for IT Deployments will increase
« It will be long term but important. We are on the right path. »
« e-Learning is the future. We won’t escape. Young people will already be using it at school. »
The engagement of Managers and Communication around the e-Learning plan are 2 necessary keys to success.
3% 12% 21% 24% 24% 30% 33% 33% 48% 67% Involve managers
Build a communication plan around e-Learning Plan a follow up programme for the Learners Make the e-Learning attractive
Steer the learners progression via e-Learning modules Schedule specific time to using e-Learning
Organise in-class for exchanges, discussions and to present the e-Learning modules Ensure easy access to the e-Learning modules Motivate the learners to use e-Learning Create a documentation centre
« The e-Learning modules have to be mixed with internal communication and managers engagement in order to be effective
DEPARTMENT
Take the specifics of your organisation into account Think along a global plan
Use a varied mix of methods of delivery Formalise knowledge kits
Accompany you all the way through your project Mobilise large team of Trainers
Follow changes, mobilise and train with effective and innovative training plans.
Our consultants intervene on very diverse situations, places of work and Information Systems (SAP, CRM, SIRH…), they set up blended training solutions (combining in-class training, follow-up and multimedia solutions).
a few examples of recent engagements
Credit Company
Development of a blended programme on 3 functional areas (CRM, redeemable Credit, Recovery and ‘Excessive Debt’) and 4 IS for 2,000 employees equipped with more performance tools for sales and client management.
Energy Provider
Organisation of a SAP Deployment process (CRM and ISU for Invoicing and Recovery) for 300 trainers and 3,000 users. Development of 7 new-comer or professional skills programmes while managing a complete re-engineering of the Training Plans, with the addition of a LMS.
Public Transport
Deployment of HR ACCESS (modules of Administration Management, Time, Carriers, Salary, Training, CRH) for 2,000 users: development and training of users. Then development of a blended professional skills programme for the HR population.
Energy Operator
Follow-up of users for adoption of Outlook, Communicator, Live meeting, Share point via a blended programme made up of specific e-Learning modules, in-class training and supported with a dedicated hotline.
Contact : CHANGE SUPPORT • Impact Analysis • Communication Plan • Training Strategy • Deployment Programme • Managers Involvement TRAINING DEPLOYMENT
• Mobilisation of the team
• Management of multi-site projects • Management of large logistic deployment • Capitalisation on good practices
PEDAGOGICAL DEVELOPMENT
• Operational approach based on the end users’ work
• Innovative and on demand Pedagogy based on blended learning plans • Work/Tool educational Tutorials
PRACTICAL SUPPORT
• Helpdesk, Hotline
• Coaching at the office, on the spot • Transfer of competences
