Simulations and software training: getting learning to stick

Today’s reliance on technology to improve business efficiency means that many training projects now involve software implementations or upgrades, and effective training has become a critical success factor for software implementations. If end-users have not adopted the new technology and become competent in using it, the software implementation will fail to deliver the ROI promised by the software vendor.

Despite its importance, training is often forgotten or the amount of effort around it is underestimated. Schedules need to be coordinated between end-users and instructors while minimizing downtime – especially for certain end-users, such as call center staff. In addition, training must happen very close to the ‘go-live’ date of the new system to ensure that as much of what end-users have learned in training as possible is still retained once they begin actually using the system. If too much time is allowed to pass between training and go-live, end-users begin to forget and need to be re-trained. Unfortunately, more often than not, go-live dates do get postponed, leaving project managers and training managers having to cope with the added cost, time and inconvenience of re-training the end-user.

So how do training departments ensure that: 1) the business experiences minimal disruption due to training; 2) end-user are truly competent in using the targeted software once training has ended; and 3) knowledge and competency levels do not diminish with time due to infrequent use of the software?

Since the late 1990s, a new breed of training has been introduced that addresses the above three challenges: software simulations. Simulations are enabling companies to train thousands of their system end-users quickly and cost effectively; achieve faster rates of learning and longer periods of knowledge retention; and also to achieve regulatory compliance by enabling them to prove end-user competency.

Simulations and software training

Simulation software such as Kaplan IT Learning’s STT Trainer has helped training departments at over 200 global companies rapidly train and prove competency of end-users of Windows, web or Java-based systems such as SAP, Oracle and custom applications.

“With STT Trainer, we can deliver quality ‘hands-on’ training at a fraction of the time and cost required for traditional classroom-based training,” says Barbara Fernyhough, member of the Business Information Team at Airbus. “We were able to monitor performance and lesson completion in real-time, which gave us a better idea of how prepared our users were for the go-live date on the upgrade.”

What is simulation-based learning?

Simulation-based learning, as defined by Kaplan IT Learning, is “learning-by-doing in a safe environment where mistakes made during the learning process do not have a negative impact outside of the training environment.” Similar to a flight simulator, a software simulation allows users to attempt tasks in what appears to be their live system environment – with the difference that a mistake made in a simulation does not impact the live system. End-users are guided with step-by-step instructions and support as they attempt to perform a task in the simulation of their live system.

The result is faster learning and a higher level of retention and confidence in the end-users’ ability to competently use the targeted software. End-users feel more confident because they’ve ‘learned-by-doing’ in a realistic simulation of the actual system or software they will be working in. They’ve learned by thinking and exploring in the simulation without fear of making mistakes that will affect the live system.

Training managers and IT project managers also feel more confident in letting end-users begin working in the live system, because they’ve been tested or assessed much more accurately using the same simulation and had their actions tracked.

“New software is always very intimidating for the end-user. And with a tool like STT Trainer, our customers will gain user acceptance and competency early on. Plus, they’ll be able to minimize drops in productivity due to staff turnover, because you can immediately bring someone new up-to-speed with the prepared training material, and even test their competency before giving them a license to the system,” says Jaco Smit, Business Development Manager for the world’s fourth largest ERP vendor, Intentia.

Simulations in and outside the classroom

Simulations can be used to train in or outside the classroom. If scheduling or logistics is a challenge, then end-users can access training overviews online and begin using available simulations via their desktops. Training departments can easily keep track of learning progress via learning management systems (LMS). For example, LMS functionality built into Kaplan IT Learning’s STT Trainer application, allows training departments to keep track of who has completed training, when training was completed, how users scored and where mistakes were made. The last two sets of statistics can be viewed by individual, department or region to enable the training department to spot problem areas or bottlenecks in the training.

Inside the classroom, simulations can help make training more effective and minimize the amount of time that needs to be spent practicing in class. Instructors can be available to add context and relevance to the training and then use simulations to allow end-users to practice and assess themselves – either in the classroom when the instructor is available for questions, or after the classroom session has ended at a time that is more convenient to end-users or when refresher training is needed. This ensures competency remains high in the long-term and eliminates the need for scheduling classroom based refresher training should the go-live date of a new implementation be postponed. The result is minimal downtime for employees and more cost-effective training.

Such a ‘blended learning’ approach – in which simulations are used to complement classroom training – has been shown to actually achieve faster rates of learning and improve retention rates long after initial training has been completed.

Simulations post implementation

Consider the longer-term view. You might be implementing an enterprise system today. In a year or two’s time you’ll be upgrading to a new version and a new front end. Simulations can be made available to users via your intranet to allow them to update their knowledge on the new version of the system. New recruits can be trained up using simulations. Infrequent users can access simulations via their ‘Help’ menu to refresh their knowledge while working in the application. Support staff can e-mail simulations to users having trouble completing a task. And the list goes on.

Simulations give training departments flexibility in managing software training and a more cost-effective way of ensuring that the business experiences minimal disruption due to the training; end-users are truly competent in using the targeted software once training has ended; and that knowledge and competency levels do not diminish with time due to infrequent use of the software.