Portfolio

Sample Project: Salesforce Technical Training

Project results are listed on the bottom of this page and include such items as:

Savings of 875 Sales training hours per month.
Technical Certifications streamlined from 2 hours to 1 hour.
Employee time-to-value substantially shortened.
Key sales indicators (KPIs) from the top sales people were mapped to their Onboarding Task completions. This determined the most effective amount of repetitions for each Onboarding Task.
Low performing employees were identified two weeks sooner and mitigation strategies were put in place.
Navigate to the bottom of this page to see a complete list of results.

Notes:

Salesforce CRM was highly customized so training could not be used from the Salesforce Company website.
WalkMe is an in-app overlay tool that was used for in-app simulations and production assistance.
ADDIE Process contains the steps Analyze, Design, Develop, Implement, and Evaluate. SAM is used to include agile methodology in the ADDIE Process by having iterations of the Design, Develop, and Implement portions of the ADDIE Process.

Project and Program Management

Project management is completed in layers to provide structure. This approach helps control complexity. It also ensures alignment between high-level business strategy and daily execution.

Stephen would work in the Project Manager Software “Monday” to show the training project status as a part of the company project status.
Stephen worked in Excel to track all of the individual training resources. Stephen tracked:
- Who is working on creating the individual resource and the status.
- Number of items to track is about 800 with a group of developers making the change.
An example of the excel spreadsheet that would be used is shown below.

Analyze of ADDIE

Definition: Clarifies the instructional problem, defines goals/objectives, and identifies the target audience’s existing knowledge, skills, and learning environment.

Existing Environment and Effected Groups:

Live presentation of step-by-step old process was taught live with students following.
Effected groups are Call Center, Sales, Clinic Front-desk, Medical Providers, and IT Help Desk.

Existing Time-to-Value:

Live presentation and exercises took 20 hours to complete.
Student time-to-Value was a minimum of 3 work weeks for the best students.(Exact numbers were not available).

Knowledge Required:

New process is completely new and requires a complete redesign.

Design and Develop of ADDIE

Design focuses on learning objectives, content structure, assessment instruments, exercises, and media selection based on the analysis phase. And, Develop is the phase where content is actually created, assembled, and programmed, including producing graphics, videos, or e-learning modules.

Tools Used:

WalkMe
Microsoft Word, Excel, PowerPoint.
Vyond for videos.
SharePoint

Change Learning from Live in-person learning to Blended learning:

In this case, Live in-person learning is extremely ineffective with a slow time-to-value.

Blended Learning Tasks are in WalkMe, which is an overlay tool.

People are learning how to do the tasks whiile they are IN the actual application.
Blended learning has the following advantages:
- Each task in WalkMe contains:
  - Task overview with key learning points
  - Example video or guided walk through
  - Practice exercises

In-App Exercises and Time-to-Value

Used key Sales measurements from the best Salesman and compare those to the Onboarding task completion numbers (used WalkMe Analytics).
- Results: Determined the key Onboarding Tasks and necessary number of times to complete those tasks for Task Mastery.
- Results: Time-to-Value was drastically improved.
- The following Onboarding Tasks were added into Salesforce.
  - Note: These tasks can be completed for self-paced training or as a refresher after course completion.

Micro Videos

Technical skills are taught in 3 to 5 minute videos.
Technical skill videos can be listened to as many times as required:
- During training.
- After training.
- Self-paced training.
Adding an animated character host significantly increased the engagement and retention of the information in the video.

Course Certification Added:

In order to show task mastery, a course certification was added. The certification contained:
- Tasks to be completed Live (in-person or online) with a certified instructor.
- Student was required to verbally walk the Certified Instructor through the steps to complete each task

Implementation of ADDIE

The instructional materials are delivered to the learners, involving training instructors and setting up learning management systems.

For the implementation, Stephen had to coordinate the publishing of the training resources with the following teams:

The instructional designer creating the LMS entries and the courses in Rise.
IT Help desk for learning the material and identifying possible issues that the help desk may have to deal with.
Project Management Team for implementing the Communication Plan and for scheduling of the Teams Announcements and training schedules.

Change Management:

Change Management needs to be addresses because of the significant amount of change that this release brings.
The following graphic was developed as a discussion tool for managers. This graphic aided managers in handling the significant changes their people had to endure. This was essential for this release.