SAP Lessons Learnt Training and Supporting the Users

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SAP Lessons LearntTraining and Supporting the
Users

• Sue Martin, Information Project Nurse SAP
  Business Change Lead
• City Hospitals Sunderland
• Robin Welsh, SAP Training Officer
• Sunderland Social Services
• Rob Longstaff, ETD Strategy Manager
• Northumberland Tyne Wear

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Objectives

• Learn from each other key lessons for planning,
  developing and delivering effective training
  initiatives for successful implementation of SAP
• Identify actions required to ensure the training
  initiatives supporting future SAP implementations
  are even more effective
• Start to build a community of common interest,
  with regards to training, in order for lessons to
  be shared and learnt collectively

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Structure of Workshop

• Exercise - What are the key building blocks to
  ensure a successful training programme?
• Presentation
• Managing the Training Element, Train the Trainer,
  Training Tools and Materials
• Training Delivery User Support
• Q A and Group Discussion
• Agree any Actions

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Exercise

• What do you think are the Key building blocks
  to ensure a successful SAP training programme?
• Individual Exercise (3 mins)
• Discuss in Groups of Three (3 mins)

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Managing The Training Element
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Approach

• Identify ETD lead to deal with all training
  related activities
• Identify Business Change Lead
• Who worked collectively to
• Identify training needs
• Develop training plans
• Agree training approach
• Develop training materials
• Assess the business change impact on the
  organisation(s)

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Training elements

• SAP
• Assessment tool
• Basic skills training
• Application training

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Monitoring progress

• NHS and LSP project team meetings
• Training deliverables v timescales
• Activities v objectives
• Risks and Issues
• Action plans agreed
• Training update reports to Project manager and
  SHA ETD lead

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Lessons

• Active involvement of project team, business
  change leads resulted in
• Effective planning of training and development
  activities
• Training delivery focused on achieving clinical
  benefits
• Training materials reflective of objectives
• Monitoring of training plan against deliverables
• Effective training risk and issue management and
  review
• On-going development of training materials

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Recommendations
Training
Success
Business change
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Train the Trainers

• LSP train NHS trainers 6 weeks prior to go live
• Not product specialists
• No experience of the application within a care
  setting
• NHS - 2 weeks to prepare end user training
• Further practice
• Additional content to address local issues
• Access to an LSP product specialist

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lessons

• Training
• Not effective in providing a full understanding
  of the application
• NHS trainer evaluation not appropriate
• Time scales
• 2 weeks inadequate to allow trainers to
• Develop in depth knowledge of the system
• Assess the impact on business change and
  operational processes
• Develop localised training materials

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Recommendations

• Replace TTT with in-depth product training by a
  product specialist early in the project
• Access to a training environment, sample lesson
  plans, LSP materials, to assist in the
  development of local training plans and materials
• Access to LSP product specialist after product
  training
• Allow 6-8 weeks post training to develop business
  and operational processes and how the product can
  support these
• Further 2 weeks to develop training materials
• Project run TTT to evaluate trainer and training
  materials once localised

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Development of trainers understanding of business
change
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Approach

• Training leads involved in meetings at
  organisation level and team level business change
  events
• Or
• Training leads made aware of to be processes
  post business change activities
• Or
• Minimal information on changes in processes, or
  required uses of the tool to support business
  practices

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Lessons

• Involvement of training leads in the business
  change process resulted in
• Greater understanding of project goals and
  objectives
• Deeper knowledge of the As is and to be
  processes
• Knowledge of the clinical teams and their working
  processes
• The development of business focused training
  materials
• Clinical teams trusting the non-clinical trainer

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Training Tools Materials and Training Environment
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Approach

• Development Review
• LSP develop training materials to be reviewed by
  NHS prior to customising to meet local needs
• Field trials attended by sample end users
  prior to TTT
• Teleconference meetings with SHA ETD leads,
  training leads, clinical leads and business
  change leads

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LSP Training Tools

• Application simulations and presentations
• Training environment and user guides
• Access to Liquid Logic training environment

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Training EnvironmentLessons

• Simulation and presentation did not enhance
  understanding of the application and its effect
  on business and operational processes whereas the
  training environment did
• The training environment allowed teams to manage
  their own data sets
• The project with a populated copy of the live
  system were able to deliver training where users
  performed tasks in the same way as they would in
  the live environment
• End user access to the training environment
  facilitated the resolution of issues prior to go
  live

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Training EnvironmentRecommendations

• A demo/test/training system should be made
  available with some support from a product
  specialist
• The test system to be a replica of the live
  system which can be customised
• Training/test environment should be made
  available post training and pre go-live

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Training MaterialsLessons

• Require developing and localising at
  project/organisational level
• Materials appear more effective when developed by
  
• ETD/business change leads and trainers
• Operationally focused
• Access to product specialist

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Training Materials development Review Process
Lessons

• Field trials resulted in quality issues
• Development and review processes require fine
  tuning

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Training Materials Development Review
Recommendations

• Product descriptions to be developed by CfH with
  detail of the training tool expected, quality
  criteria and quality review processes
• NHS IT/Clinical systems trainers and Clinical
  Subject Matter experts could work on attachment
  with the LSP as part of the supplier Attachment
  Scheme or via workshops

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Delivery and User Support
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Trainers

• Person Centred
• Background
• IT Trainers

• Project Objectives
• Understanding The Processes and Maps
• Practitioner Working Practices

They Should Have a Key Understanding of
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Approach

• Trainer Led Sessions.
• IT Training getting started to ECDL Level 1.
• SAP EasyCare Assessment Tool.
• Liquidlogic Application Training 4 weeks prior
  to go-live.

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Approach - cont.

• Identifying Basic IT Skills Requirements (Basic
  IT Skills ECDLs)
• Awareness Raising Sessions
• Training Structure One or Two days.
• Business Tasks
• Multi Disciplinary Team Training
  Organisational/Team Level
• Managing Attendance (maximising attendance
  figures)

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Additional Training

• Tablet PCs
• Information Governance (E-Learning)
• Effective Assessment for Clinical Staff
• Superusers
• How to Mentor and Coach
• Process Models and Maps

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Lessons Learned

• Training Needs Analysis
• Minimum IT Skills equivalent to ECDL (1) - 2 7
• Impact on Resources Getting Started syllabus
• Early Basic IT Skills Training
• Business Driven
• Stand Alone SAP Training Role
• The Right Environment out of office

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Lessons Learned cont.

• Liquidlogic Test system to reflect Live System
• Training Attendance Management
• Team Training Window of 4 Weeks Prior to go-Live
• Business Process Mapping Sessions.
• Demonstrations and Organisational Rehearsals

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User Support

• Trainers Business leads floor walking, 1 2
  weeks during go-live.
• Telephone Contact Sheets
• Super Users
• Intranet
• User Guides (Processes and Maps)
• Workplace Liquidlogic Practice Environment
• Local Helpdesk Guidance
• E-Learning (Captivate) materials developed as a
  post-training support tool.

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Lessons learned

• Floorwalkers or Telephone Support
• Training Leads
• Business Change Leads
• Superusers
• Product Specialist Support
• Superuser Skills
• Communication,
• One-on-One Coaching Skills
• Higher level understanding of application
• High understanding of business and operational
  processes

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Lessons Learned - cont.

• Helpdesk Access
• Permanent Training Lead Role
• Ongoing Training and Development Support
• Maintain and Develop Clinical Practices to
  Develop Ethos of SAP Person Centred Care

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Recommendations

• Floorwalkers (LSP, Product Specialist and
  Superusers), 2 weeks after go-live.
• A Single Point of Contact for End User Queries.
• A Permanent SAP Training Role
• First Level Helpdesk to be receive Liquidlogic
  Training
• Establish User Group meetings
• Develop localised simple procedure guides for
  each team, focusing on common activities.

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