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05/12 Training Resources EnableNow AMS Team Brainstorm - Coggle Diagram
05/12 Training Resources EnableNow AMS Team Brainstorm
Struggles
Content created by product owenrs and towers from capability standpoint
they describe how the system shoudl work and how it should work, firlds, flows, data models etc
Towers/business operations - what do we do on the day to day basis. SMEs need to translate to reshapre the content to adapt it for the ops employees
Specific steps, roles, on how to DO the day to day job, vs overall knowledge. Each persona has a different needs. High level to a lower level
very rushed, 2-3 days to make sense of the tonnes of information, to make it relevant at the lower level
in the past gave feedback to adapt to the operations, they try to teach multiple orgs/multiple regions. Each team will see capability is different based on the who/where/how uses the capabilities. Quick review/quick understanding
The timing of the MOC deployment and capability deployment happens at the same
If UAT get pushed, CME deliverables do not get get adjusted for the correct dates. I am given days to complete all the deliverable
we de-scope at the veyr last minute
product team burned out on the feature release
Solutions that work
Office Hours, opportunity to raise questions, that was provided in the train the trainer sessions, clarify content
Face to face training were the BEST.. 500 CRSs in ops in AMS, multiple session, a lot more effective to divide in smaller learning groups (directors), most important changes during the releases
Briefings for leadership: change impacts are presented 1 pager briefings, product owner explains the change that will be coming up
Damian is leading Manager Briefings
More and more people use Enable Now, easy to use tool, micro-tutorials, easy to digest, simple to follow, easy to learn about the system
Stakeholder Analysis, to assure training is relevant for them and they are attending the session on topics. Avoid to invite, that are not impacting them, get confusing, you lose their attention. I am not being impacted, why i am here? How to engaged with certain audiences
We have Support Center, and we have our own Share Point with inividual learning assets. Trainees review the sessions
Targeted approach to training invites
Steps: from High level to content creator, training the trainer session - we follow the steps
Background
Working to build a better process for the past 2 years
Starts with Towers, multiple towers, each has a global product owner, working with IT, reviewing user stories, they design and develop systems to fit the needs
Global and regional product owners, bring regional perspectives and SMEs in the region to interlock w/product owners to fit the business needs
SMEs must be involved in the deisgn, development and testing to be able to traslate high level capability into lowe level business processes in operations. Hard to make sense without any context...
Other consideration
EMEA and APJ is the focus, they are excluding AMS and how it will impact, how they will adapt WW content into their work
We want to make sure regional product owners/SMEs are involved from the day one of the design and requirements stage. We need to know what is changing or scope is changing
we need to be aware of any PMO changes, dates, scope and the right people have to be at the table from the day one
Lately, we are learning how to prioritize and puhs activities in the context
originally it was way worst, it is just the nature of the program because of the IT and cost pressures
