Does Training Guarantee Successful System Adoption?

Recently, I was conducting an assessment for a PLM business transformation program. I was surprised to learn that key KPI’s were not met after PLM implementation. One of complaints from the end users was that the PLM system did not deliver the required functions and features that they had seen as part of package selection and design phase. This was a shocker, as these same users that defined system requirements and part of design and were given detail system training a part of the go-live. I did some research and learnt that it was NOT true and found it to be a system adoption issue. The users were not using a function or feature as designed.

Organizations often forget that training is 40-50% of the adoption process. Training is one of the components of Change Management. Training is a part of the Terminal Behavior Capability Development process which includes pre-course, knowledge transfer, post-implementation skill development, remediation, and maintenance. Users need support and guidance after the initial go-live training.

 

 

To ensure successful system adoption, organizations need to:   

• Develop an Adoption Strategy
• Provide necessary skills and tools
• Assign a trusted subject matter expert group for end-users
• Define the support structure for end-users. Setup two-way communication between the project team and end-users
• Defined Rewards and Consequences
• Set Clear Expectations. Focus on the end-users and business context to drive widespread adoption. Review what functions and features the end-users use to complete their day-to-day tasks.

The Bottom Line: A well-defined adoption plan with clear expectations, skills, and tools provides a high probability of system adoption.

Note: As for my client, I did setup focus groups to give system tips and help users understand how the functions and features behave.  After these focus groups were held, the users did feel that the PLM system delivered the required functions and features. I also held lunch and learn sessions which also helped.

PLM Package Selection

Implementing any off the shelf PLM package solution needs be tied to a long term business strategy. The role of PLM in enterprise strategies can be decrease product development time, decrease product cost, increase product revenue and introduce innovative products.

There are two typical approaches for implementing a PLM package:
·         Big Bang Approach
·         Phased Approach

The Big Bang Approach requires large number budget and have project timelines. Organization today prefer phased approach as they build on small successes there by getting continuous commitments from stake holder and key business users.

Guiding Principles for successful implementation:

·         Define Program Scope - Get a sign-off so that scope creeps can be avoided. Make sure the program deliverables and deliverable owners have been clearly documents. Map the program to the business stratergy and defined measurable matrix.

·         Establish Project Governance Structure - Define upfront with clearly defined responsibilities & Expectations. Executive support is a must.

·        Secure required resource - Before the implementation begins make sure that your organization has the time and financial and personnel resources necessary to support it during the acclimation period.  It is also important that your team contains the appropriate "balance" of technical and functional experts and is experienced in the implementation of the considered product.  If required, hire external help for the implementation

·         Define To-Be Business process - Involve key stake holders and functional users during the process design session. Because the implementation PLM product may significantly impact the business functions of an organization, it is imperative to involve the user community in the process design from the outset.  In addition to the technical issues, understanding the business issues will lower the risks associated with the implementation.  A stable operating environment coupled with functional users willing to accept a new way of doing business will also minimize implementation obstacles. 

·         Examine the Product & Process "gap"— The PLM package has not been specifically designed to meet your organization's unique requirements, there will be a gap between the business processes and product functions / featured to support your existing processes and systems. It is imperative that you understand this gap well before the implementation begins and ensure your organization can accept this gap without degrading performance. Make sure the options for gaps are evaluated before deciding to customization. Avoid excess customization as it forfeits the advantage of using PLM solution

·         Understand the PLM Package - Visit another organization that has implemented the PLM package during PLM vendor selection process. Early in the process, obtain a comprehensive understanding of the functionality of the PLM package.  If possible, obtain hands-on experience with the system.  Consider prototyping or piloting the package in your environment..

·         Validate performance and scalability - Ensure that the product's capabilities support the needs of your organization. Confirm that the PLM package has previously supported the number of users and geographic locations your organization will require.

·         PLM Package Adoptions:  Adoption is the final step to the package evaluation. Other than keeping financial aspects into picture the most important factor is “organization change management”. If this is not properly defined and taken care of, the whole adoption could prove harmful. While adoption strategy is defined in phases, it is important to note the change management along with that phase. Historical records have shown failure to PLM projects due to lack or poor change management in adoption strategy.

PLM is not a technology implementation, but business transformation journey that reloves around product and product development process.