I recently met with a colleague that defines training as ‘teaching repetitive tasks’ and education as ‘teaching someone to design.’ This is perfect! Too many times we administrators expect managers to ‘train’ end users in a new system. In reality, we administrators should be educating end users so they can not only use or adapt to a new system but also act as knowledgeable designers of the processes involved. Imagine the capabilities of a company that has employees who can be part of designing a business software implementation strategy rather than just employees who comply with repetitive tasks!
In the last blog, I mentioned a physician who was frustrated because he had to learn to type at 61 years of age. What a different reaction we might get if we asked him from the beginning for his input on the design of the system. Now, I’m not unrealistic enough to think that we could make him like learning to type his notes instead of handwriting them. However, I am suggesting that when we have the end user involved in the process, it is a much less bitter pill for them to swallow.
It isn’t uncommon to identify champion end users or super users to assist with training to ease the learning curve, but have you considered asking the person who is the ‘biggest pain in the organization’ to help with the educational process? You may be amazed at what happens when you shift from a training viewpoint to an educational one. It may help you create a program that will move your organization through a system implementation as expeditiously as humanly possible. But that isn’t the sweet spot-the best part of it would be that you would have had end users help design (educate) the new process with more successful results.
It takes time to teach new skills and concepts for any system implementation. The strategic thinker will make the process as painless as possible and will devise ways to minimize the impact of change on the operations of the organization.
Great content – thanks!