Application Insight for Training

More effective people performance management

Training managers are challenged to drive the effective use of enterprise applications while keeping training budgets in check. But how do you determine which end-users need training? And how do you measure the resulting business impact?

User audits and periodic testing are resource intensive, provide only partial coverage, and can be viewed as a waste of employees' time – creating a negative impression of training. Input from executives can be biased or politically motivated. And reviewing help desk logs reveals only 30-50% of actual errors and provides no insight into whether users followed procedures correctly. So what works?

The insight you need to optimize training programs – and validate your training budget

Knoa Experience and Performance Manager (Knoa EPM) provides 100% visibility into end-user execution and process errors. It provides the accurate, real-world metrics your team needs to pinpoint exactly where users need help, so you can develop training tools that target the most critical day-to-day challenges.

• Eliminate time-consuming manual efforts and obtain accurate user performance data
• Allocate training resources where they will have the most impact
• Capture data to calculate training ROI
• Proactively identify process execution problem areas, minimize business disruption and risk
• Achieve effective use more quickly after application roll-outs and upgrades

Five ways Knoa EPM supports training best practices

1. Conduct periodic reviews of common user errors
   Training teams should regularly review the frequency and severity of errors that end-users are generating and define appropriate action plans. Knoa enables you to send customized usage and training information to specific users.
   
   
2. Determine when training is the correct course of action
   Analyze high instance errors to determine whether a training program or an engineering correction is needed. Knoa enables you to filter the error report by transactions to reveal high-frequency errors, and by users to see how widespread the problem is.
   
   
3. Target efforts to individual users
   Compare individual performance to that of a peer group to determine whether particular users have higher than average error rates. Develop a remediation plan and Knoa can help you measure progress against a benchmark.
   
   
4. Identify potential problem areas during the testing phase
   Conduct user acceptance testing prior to going live with an application. Identifying frequent errors prior to release enables the Training group to focus efforts and budgets during go-live.
   
   
5. Measure the impact of training programs
   Set benchmarks and measure user proficiency for each major training program.
   Use results to justify budget requests and shift resources where they'll have
   the most impact.