Increasing ROI through an Effective CTMS Training Program

Increasing ROI
through an Effective
CTMS Training Program
Param Singh

Welcome & Introductions
Param Singh
Vice President of
Clinical Trial Management Solutions
BioPharm Systems, Inc.
• 10+ years of experience
implementing Siebel Clinical
• Managed over a dozen Siebel Clinical
implementations

Effective Training and ROI
“Technology is only useful
to the degree that people
know how to use it.”

Effective Training and ROI
• According to a recent study:
– User groups who had twice the amount
of training had a far higher level of
project success
– Projects where 7% of the project budget
was spent on training were significantly
more successful than projects where
training took up only 4% of the budget
• Key to successful CTMS project =
an effective training program

Agenda
Time Topic
1:00-1:05 Welcome & Introductions
1:05-1:15 Theoretical Foundation
Creating a Training Program
1:15-1:20 1. Clarify the purpose
1:20-1:25 2. Analyze the trainees/users
1:25-1:30 3. Identify the constraints
1:30-1:40 4. Design the training program
1:40-1:45 Tips and Best Practices
1:45-2:00 Questions

Adult Learning Theory
• Pioneered by Malcolm Knowles
circa 1950
– Prior to that, research had been
focused on how children learn
• Knowles’ research revealed significant
differences in:
– Characteristics of adult learners
– Adult educator-learner relationship
– Characteristics of effective adult educators

Characteristics
of Adult Learners
• Relevancy-Oriented
– Why do I need to know this? Why now?
• Experience-Oriented
– How does this connect to what I already
know?
• Goal-Oriented
– What am I going to learn? How will it help
me solve real-life problems?

Characteristics
of Adult Learners
• Practical
– How am I going to use what I learn?
• Self-Directed
– How much say do I have in what and how
I learn?
• Self-Motivated
– Am I willing to learn?

• Traditional model of educating does
not work for adults
• Educators cannot be “experts” who
transmit knowledge and skills to
learners
• Educators must be “helpers” who
need the learners’ knowledge and
experience as much as the learners
need them
Educator-Learner Relationship

Traditional Adult

Characteristics
of Effective Adult Educators
• Design training courses and materials
around the characteristics of adult
learners
– Relevant to current or upcoming situation
– Build on previous experiences
– Include concrete learning objectives and
checkpoints at which to measure progress
– Demonstrate practical application with
active input from learners
– Flexible in scope, speed, and methods

Characteristics
of Effective Adult Educators
• Deliver training courses and materials
while exhibiting qualities of a “helper”
– Genuine – Good listener
– Patient – Empathetic
– Respectful – Flexible
– Interested in the topic and the learners
– Shares own perspective as that of one
person, not the definitive answer
– Views self as a resource to be used by the
learners, rather than as the expert

Creating a Training Program
1. Clarify the purpose.
2. Analyze the trainees/users.
3. Identify the constraints.
4. Design the training program.

Clarify the Purpose
• What are the desired results of the
training program?
– Short-Term: Minimize productivity losses
– Intermediate: Increase efficiency
– Long-Term: Maintain efficiency of
existing users and seamlessly fold in new
users

Analyze the
Trainees/Users
• What do we know about the users?
– Who are they?
– What do they need to know?
– When do they need to know it

Identify the Constraints
• Within what constraints do we need
to work?
– Budget
– Resources (both human and
technological)
– Time / rollout plan
– Location(s) of users

Design the Training Program
• Now that we’ve 1) clarified the
purpose, 2) analyzed the users, and
3) identified the constraints, we’re
ready to 4) design the training
program
• First step in the design process:
consider the available training
methods

Consider the Methods
Initial Rollout
• Lectures or Seminars
• Instructor-Led Training, Classroom
Style with Hands-On Practice
• Instructor-Led Training, One-on-One
with Hands-On Practice
• Computer-Based Training
• Book-Based Training
• Combination Training

– Trainer presents to a large group
– Includes live demonstrations of how the
software works and how to perform
common tasks
– Works well for groups of 20-50
– Most popular type of training

Pros:
– Good for beginners who have no
foundational knowledge or experience
Cons:
– Not ideal for topics that require trainee
interaction or role playing to reinforce
concepts
– Does not give users the ability to practice
along with what they are learning

– Trainer shows users how system works
and how to perform certain tasks
– Users follow along with the trainer
– Users perform practice exercises with
trainer present to assist them
– Effective for group of 15-30

Pros:
– Helps reinforce training concepts
– Helps users retain information
Cons:
– Requires each user to have a computer
with an Internet connection

– Trainer teaches each user how to use the
system to perform his/her specific job
function
– Users perform practice exercises with
trainer present to assist them

Pros:
– Most effective method of training
– Users learn and practice only what is
relevant to them
Cons:
– Can be quite expensive and time-
consuming

• Computer Based Training
– Individual users complete one or more
training modules via their computer in
their own workspace
– Usually interactive; practice exercises and
knowledge checks built in

Pros:
– Self-paced; users complete the training
on their own schedule
– Useful for groups with diverse user roles
and a wide range of software skill levels
– Provides objective assessments of users’
level of understanding
– Can be used later as a refresher
– Cost-effective for larger user groups

Cons:
– Can be expensive and time-consuming to
create and update
– Not cost-effective for smaller user groups
– Some users have trouble learning without
human interaction
– CBT needs a support team like any other
software for questions, troubleshooting,
etc.

– Individual users complete workbook
lessons on how to perform common tasks
– Usually illustrated with screenshots

Pros:
– Self-paced; users complete the training
on their own schedule
– Can be used later as a refresher
Cons:
– Some users have trouble learning without
human interaction
– Does not include any practice within the
system

– Combines one or more methods of
training, such as:
• Lecture/Seminar followed by CBT course
• Book-based training combined with access to
sandbox
• CBT course followed by optional Q&A seminars

Pros:
– Allows for a more creative and flexible
training program tailored to your business
and user needs
– May save money
Cons:
– Requires more coordination and planning

Longer-Term Support
• Work Instructions
• In-Application “Help” Articles
• Job Aids / Quick Reference Guides
• CBT Refreshers
• Focus Sessions
• Quick Tips
• User Support Meetings

– Written (printed or electronic) step-
by-step instructions for completing a
specific task
– Have business process guidance
embedded in the steps taken in system
– Users use work instructions to guide them
as they perform the task

Pros:
– Useful for complex tasks or tasks that are
more controlled by business process than
by system functionality
– Can be ‘customized’ by users through
writing or typing in notes for themselves
Cons:
– Often text-heavy, which can be difficult
for visual learners

– Similar to work instructions, but
embedded in the “Help” function of the
system
– Depending on the system, can be static
text that tells the user what to do or can
be a “wizard” that guides the user
through the completion of each step

Pros:
– Cannot be misplaced like paper work
instructions; always present in the system
– Easy to maintain; users are always
working with the most current version
Cons:
– Cannot be ‘customized’ by users with
notes to themselves
– Cannot be reviewed outside the system

– Single-page documents designed to be
printed, posted, and glanced at as-needed
• Can also be short videos
– Often visual, but can include brief
explanations, steps to take, or checklists
– Users reference them only when they
need a reminder

Pros:
– Great for short tasks that are either not
performed often or that are performed by
users who are not often in the system
– Excellent for visual learners
Cons:
– Not good for original learning; require
foundational understanding first
– Not good for complex topics or tasks

• CBT Refreshers
– Similar to a quick reference video, but
can include user interaction and
knowledge checks
– Can be an original CBT module that is
re-visited, or can be specifically designed
as a refresher
– Knowledge checks are usually not graded
or documented

• CBT Refreshers
Pros:
– Interactivity helps users retain concepts
and details
– Users can complete training at their own
pace
Cons:
– Require use of CBT development tool
– Can be time-consuming and costly to
create and update

• Focus Sessions
– Brief in-person meetings during which a
specific topic or task is presented and
discussed
– Roughly 5-10 minutes in length
– Can be added to regular weekly or
monthly team meetings, or can take
place during lunch

• Focus Sessions
Pros:
– Good for tasks that can be adequately
covered in a short period of time
– Great for troubleshooting and identifying
best practices
Cons:
– Can be challenging to gather everyone
together in person

• Quick Tips
– Brief reminders, tips, tricks, best
practices, or “Did you know?”s
– Can be sent via email to specific
distribution lists
– Can be a section in a regular newsletter

• Quick Tips
Pros:
– Keep the system in the forefront of
users’ minds
– Help reinforce information provided
through other methods
Cons:
– Not good for original learning; require
foundational understanding first
– Can be easily ignored or overlooked

– Regular (weekly, bi-weekly, monthly)
meetings that include users, super users,
trainers, and IT representatives
– No presentations; focused more on
sharing ideas and gathering feedback
– Usually not highly structured, but having
topics planned can make them more
productive

Pros:
– Help identify best practices, “Dos and
Don’ts,” system bugs, and enhancement
requests
– Help users understand how others are
using the system
Cons:
– Only useful after users have become
very familiar with the system

• Considering the goals, users, and
constraints, which training method or
combination of methods would make
the most sense?
– Leverage what already exists
– Think short, intermediate, long term
– Make sure the plan is scalable
– Account for point release training

Sample Scenario:
– 300 users
– 2 countries, 2 primary languages
– Fairly tech savvy
– Many have used a CTMS before
– All users will switch to new CTMS
simultaneously
– Limited budget
– In-house training department has resources
available to help

Sample Solution:
– Create a CBT self-training course with several
modules, translated into second language
– Grant users access to a sandbox environment
– Require all users to complete self-training on
applicable modules by a specified deadline
– After the deadline, allow users to attend
optional live WebEx question/answer sessions
– Hold quarterly user meetings to solicit feedback
– Over time, create job aids and in-application
“help” articles for FAQs

Good Solution?
– Scalable:
• CBT course can be used by new employees,
not just initial wave
• Only applicable modules need to be
completed
– Budget-Minded:
• Saves travel costs for trainers/trainees
• Saves time managing live training logistics
• Saves time that might be “wasted” by having
savvy users sit through a class

Good Solution?
– Flexible:
• Users control own pace of training
• Users able to practice on their own
• Optional Q&A sessions provide extra support
only if needed
– Long-Term-Oriented:
• Built-in mechanism for collecting system
enhancement requests and training/support
requests

Best Practices – Planning
• Once you’ve drafted your training
program, get input from users as to
whether it will meet their needs.
• Conduct a dry-run of your initial
training program.
• Consider phased training.
– Cover minimum needed to perform job,
then build upon it over time

Best Practices – Logistics
• Prior to training, develop a plan for
collecting and (later) evaluating
requests for system enhancements.
– Requests always come up during training
– Having a plan for capturing them
prevents training from being derailed
• Explain the plan at the beginning of
live training.
– Wise to also have it documented in an
easily-accessible place

Best Practices – Logistics
• Provide trainees with a sandbox
environment that mirrors production.
– Pristine environment with real study data
• Make sure users have appropriate
system and record-level permissions
prior to training.
– #1 training issue = wrong permissions
• Have trainees close their laptops
during demos and discussions.
– Minimizes distractions

Best Practices – Executives
• Get your executives using the system
early.
– Executive support increases user
adoption
• Get an Executive Mandate about
switching over to the new CTMS.
– Example: All new studies must be
entered into CTMS
– Drives user adoption and consistent use
of the system

Closing
Thank you for attending!
This presentation will be available
for download from
www.BioPharm.com
within 24 hours
psingh@biopharm.com

Increasing ROI through an Effective CTMS Training Program

More Related Content

What's hot (18)

Similar to Increasing ROI through an Effective CTMS Training Program (20)

More from Perficient (20)

Recently uploaded (20)

Increasing ROI through an Effective CTMS Training Program