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05/13 OMNI Tool Training (SME focused) - Coggle Diagram
05/13 OMNI Tool Training (SME focused)
Background
Users needed to enter via S4 adn to OMNI as well
Users were frustrated that they need to use the tool
We let them know the new tool was easier to use, but they did not want to since they wanted to go to S4 and enter it again anyways.
I served as a product owner, as a product owner, for 2 years
lets ask SMEs/product owners were in charges and asked to create the training
Two SMEs were responsible for the training
Proposal: train the trainer approach, good idea, did not work as intended. Start delivering first training. Trained hundred of users, during 6 months session
Train the trainer: 3 hours per each session, generic and very specific knowledge, 6 months to train everyone to amke them a siuper user of the tool.
SME Challenges
We wanted users to go to super-users first and if can not answer than they go back to the product team, that was a plan
most of the time super-users are the most busy people, nobody had time to help us to prepare the training, I do not have the bandwidth to create, first roadlock
They were super users for multiple tools and they were overwhelmed and did not have time to help others or train others on the same
They did not have enough time specifically: attrition, we started losing people. We had no idea, we lost many many people. If we selected super-users and they were just let go, 8 out of 10 super users were gone
the adaption was really low. We learned they were new people and they needed to be trained again, we did that in three different cycle. Knowledge left with the previous crew of super users
last training i delivered i was in Jason
s organization. When we transitioned to Jason
s org, the product does not have a product owner at all.
The new product owner is not trained or prepared to take over to take over the role. I was asked if i still oversee OMNI tool, i do not think the tool has a proper owner
users were complaining that users were not trained, but super users were actually were trained really well but the training was not passed down to the users
Lesson learned: we can not rely on the super-users, they do not have time to support the whole team
we can not reply on PERMANENCY of training transferred to other employee due to re-org and restructuring of the HP
Automation scares people, new things feels threatening, scared and fearfull
The new solutions they want are just a little better than the old ones, they do not want brand new stuff
Solutions
Self-service training tools, avoid training sessions and when they attend they do not pay attention, they are doing something else anyways
i refuse to deliver another training!! I will do quesitons and answers sessions
Videos showing the changes
Leverage EnableNow, avoid multiple training sessions, long Zoom meetings. We tend to postpoine unless it is very urgent and being communicated as priority
Explain the before and after
Make people to use the tool in the session. People say, i am ok, ok, but they can not use the tool
Generate urgency and make it VALUABLE and RELEVANT
Understand WHY we doing it
OMNI can ake your job so miuch easier, it was frustraing people did not want to learn