ERP System Training – Case 2

The Need

A national brokerage firm was in the process of implementing a $250 million conversion to align its software with that of its internationally based parent company. The effort extended across multiple business lines, including retail brokers, correspondent services, municipal markets, capital markets, and internal operations. The firm needed approximately 10,000 end users to be trained on five enterprise-wide software systems.

Solution

Dashe & Thomson provided a training project manager as well as 20 instructional designers, simulation developers, communications specialists, and procedure writers. The project manager (PM) set the training strategy appropriate to each business line and managed the changes driven by project delays and resource reallocations. The PM directed the day-to-day activities of the sub-team that delivered over 50 software simulations and web-based tutorials for classroom and remote training. This role included developing user requirements, selecting and managing vendors, controlling development methods, coordinating testing and user acceptance, and working with Information System (IS) and Learning Management System (LMS) personnel for final remote delivery.

The instructional design team:

• Identified training needs by mapping legacy system tasks to new system transactions.
• Developed and implemented standards for writing online procedures and eLearning modules.
• Developed and maintained client-specific tracking mechanisms for over 500 training and documentation deliverables including a network-hosted deliverables.
• Created training video and web-based tutorial storyboards and programmed eLearning modules using Adobe Captivate.
• Designed and wrote quick reference guides and handbooks.
• Wrote technology content for deployment in RoboInfo format.
• Delivered train-the-trainer training.
• Communicated with team members and deployed deliverables via Wikis.

The communications team:

• Wrote articles for employee print and electronic newsletters.
• Developed and published content for Client’s intranet site, including archiving print and online newsletters.

Results

Over 3,000 home office staff and 7,000 branch staff were trained. The local firm was established on the same platform as the parent company, and the parent company was able to run a more effective operation. The ability to use faster trading tools and to calculate commissions more quickly has had an impact on recruiting. Finally, and most importantly, customers were able to easily get the information they needed.