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End user adoption is the primary determinant of whether a cloud implementation is successful.
If end users do not know how to properly use the enterprise applications or the
business processes they were designed to support, they will never realize
the value of their investment.
It will be extremely difficult to remain competitive
in the marketplace.
And if they don’t
understand the process and policies to do their job, organizations will
never realize the value of their enterprise applications.
According to McKinsey & Company,
“The real problem
is that most organizations have not sufficiently understood that technology is
only valuable when end users embrace it as a tool, which allows them to make
individual contributions to important business goals."
Every implementation on cloud needs a crafted and modern accelerated end
user strategy. End users need to be empowered with tools to help them expedite the project roll out.
Advantages of End User Adoption
Maximize
ROI by quicker technology adoption - utilize tools like guided
learning, cloud based applications, just-in-time learning and context-sensitive learning.
Mitigate risk -by properly controlling all user adoption solutions and ensuring users are trained and certified for continuous agile development on cloud.
Lower
Cost - end user adoption solutions reduce development time and provide re-usability
of content for faster roll out to large sets of end users.
Increase
user competency & productivity - tools enable faster adoption to the new system; certification improves user productivity.
Cloud deployment and user adoption is challenging. With faster and modular roll outs, you can reach users
who are currently deployed or who are in the midst of a cloud deployment.
Common challenges PMO teams face during cloud deployments on a homogenous or hybrid platform:
- How
do you address “pre-go-live” training, “post-go-live” support, new-hire training, as well as local and remote users?
- How do you deliver classroom or web-based training - or both? What's the best way to leverage
existing content?
- Cloud
SAAS deployments are modular and do not follow the standard pattern; how do you
prepare users for just-in-time/contextual learning?
Having
spent time on consulting, architecture and
deployment patterns, we do not have a comprehensive plan for continuous learning
for users. - Which modern techniques can be used to manage lack of user adoption?
- Who
would manage the PMO of user adoption? How do you offer the right customized training for functional users, technical users, power
users and end users for implemented systems quickly and efficiently, early in the implementation cycle?
- How
do you execute change management involving new systems and new processes?
- How do you manage roll outs to end users for customized processes?
- How do we integrate with our current learning systems or guided
learning?
How
do we develop in APP context sensitive training for end users?- Most projects are a mix of on-premise and cloud. How do we manage user
adoption with minimum intervention?
- How do we build a continuous learning platform for cloud deployment across job roles
with a blended solution and defined ownership?
- How
do we certify the team to use the application for the application scope?
To answer these questions, you need a comprehensive
user adoption plan to align the project process and meet the
needs of every end user.
Solutions to the Above Challenges
- Establish a vision and strategy for the end
user roll out that aligns with the implementation team and customer project
implementation cycle. Clearly define the plan and desired outcomes.
- Involve an end user consultant in the initial
stage of the implementation lifecycle itself.
- Align end user application training as the default option (recommended) with IN-APP option/guided learning. This helps contextual users quickly adopt solutions and roll out with the
license purchase or interim.
Build a change management strategy for user
adoption; design a focused roll out strategy.- Identify customized processes and build an extended learning platform for end user roll out.
- Build
IN-APP end user learning into every project.
- Conduct CLS job impact analysis for the modules.
Create UAS Customised Process Overview Documentation- End user quick reference tools for learning
- CLS role mapping matrix and questionnaires
- Custom CLS portal for learning aligned with LMS
What is Guided Learning?
Guided Learning is a new innovative solution that helps end users learn "just in time." It offers contextual learning in the SAAS application, including HCM and ERP.
This is a key component of the overall
end user solution that helps end users quickly adapt.
Benefits include:
Accelerated
adoption
- User training available at go-live
- Updated with all cloud releases
- Customized to support company processes and
policies
Reduced Cost
- Training embedded directly in the application
- Step-by-step guide to avoid mistakes
Just-in-time
learning
- Integrated into live application
- New changes reflected for experienced user
Implementing a comprehensive user adoption
strategy is as important as the technical implementation itself.
Every organization has a fragmented approach to the system integrator's or
consultant's ownership of managing people adoption. Most organizations do not have a focused
team to manage the continuous end user
adoption strategy for cloud.
Recommended Next Steps
Build stakeholder representation from the user adoption team as part of every
cloud implementation project with the system integrator and consultant.
Build a
comprehensive learning plan for user training with multiple roles (technical,
functional and end users) along with change management.
Ensure you have
coverage for end user roll out when procuring licenses.
Build technical and functional learning early in the implementation cycle.
Have a
continuous learning PMO built within the organization throughout the entire life cycle of
cloud implementation. This helps manage changes, patches and
integration.
Oracle University provides subscription-based learning
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About the Author
Sudhir Menon is a seasoned and experienced techno-management professional with 22+ years of diverse experience across consulting, industry solutions, architecture, and technology management. He is very passionate about architecture and has diverse experience managing customers and building solutions specific to industry mapping to the business needs.
He has strong consulting experience in building IOT, Analytics, Cloud and Middleware Solutions for large customers. He is currently doing research around IOT and Analytics and building next generation solutions. He works as principal consultant at Oracle University.
You can reach him @sudhir.g.menon@oracle.com.
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