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

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