Corporate training departments are under severe pressure to increase productivity while reducing costs. Traditional, expensive programs such as instructor-led training are being supplemented or supplanted by user-centric systems that employ a number of integrated, and flexible learning approaches.

This paper discusses the problems associated with the traditional learning model and defines how and why the new integrated, user-centric model is emerging as the preferred solution.

Historically, an organization seeking to deploy new technology did so in the following manner:

The technology was distributed to the desktop. Users attended through a one or two day introductory class or went to a learning lab for computer-based training. The class may or may not have been tailored to the job specification or user audience. Users returned to their desktop to work. Users remembered only a small portion of what they had been taught. When the user couldn't remember how to do something or needed to do something more advanced, he or she: called the help desk asked a co-worker what to do worked around it and signed up for an advanced class Some weeks or months later, users might have gone for advanced training.

Specific problems with the traditional model include:

All of these limitations point to the need for a different learning model with the following goals:

• Increase user enthusiasm for new technology by spending more time during the initial training session focusing on the purpose, role, and benefits of the new technology.

• Increase user comfort with the new technology by spending more time during the initial training session on general product orientation and less time "drilling" users on the actual features and keystrokes.

• Increase productivity by decreasing time spent away from the work environment by keeping the initial training session shorter and more job focused. Users absorb more in a shorter period of time.

• Provide users with the ability to relearn existing materials or learn new materials without leaving the desktop.

• Provide an easy way to tailor the learning process:

  	- teach users different aspects of the technology
  	- teach users with different delivery methods

• Decrease the number of support calls handled by the help desk. Today, over 50% of support calls are really for "just-in-time" training.

• Ensure a consistent approach to learning regardless of the source: classroom training, CBT, help desk advice, reference guides, etc.

Guarantee that the learning process is proactive as well as reactive. Users can attend instructor-led courses and also call up the technology when they need at their desktop.

Over the last four years, PTS Learning Systems has designed and refined a totally new approach to the challenge of software training and support. We call the product The Integrated Learning Solution. It is composed of a comprehensive suite of products and services, engineered from their inception to work together.

• Material is developed once and stored in a central Learning Repository using CustomDOC Composer. Composer provides a proven and highly structured methodology for developing content which assures that it can be used as the basis of instructor-led training, CBT, desktop "just-in-time" training, reference materials, and help desk support materials.

• Composer enables training developers to write their custom training content including objectives, discussions, step-by-step procedures, and exercises. Content is entered in a structured manner that maintains the style and document structure of PTS courseware.

• CustomDOC, the industry-leading courseware compiler, allows you to pick and choose topics from our extensive courseware library and create customized instructor-led course materials, CBTs, skills assessments and help desk materials.

• Our "just-in-time" training and Electronic Performance Support tool, On-Demand Interactive Learning, instantaneously supply users with "just-in-time" learning for any selected topic. Users learn while working with their actual data within their live application. They learn only what they need at the pace with which they are comfortable.

• Learning Central, our enrollment, tracking and reporting tool, allows training administrators to create Customizable CBT and Skills Assessment. The user-friendly interface provides easy customization with a few clicks of the mouse. Administrators can manage users and user groups, assign users and user groups to activities, and track and report user activity.

• Customizable CBT provides interactive, self-paced training programs at the desktop. Students can take an entire course or just selected topics of interest. Training administrators can also embed pre- and post-training questions into the CBT course.

Skills Assessment accurately assesses student computer skills before and after training so students can identify what topics they should take to improve their skills.

• Absolute consistency of all materials means that learning is reinforced regardless of the learning delivery method.

• The combination of instructor-led training, computer based training accommodate different learning styles and logistical learning issues. Users learn when and where they want since learning is available at the desktop, in the learning lab and at remote locations.

• Having small, interchangeable topics provides unmatched customization options for building courseware, help desk materials, CBTs, and skills assessments.

• A fully integrated system means that you can spend more time focusing on the overall learning strategy rather than on the specific means of delivery.

• Customized courseware combined and CBT means training can be focused with reduced learning time.

• Desktop delivery of the CBT and On-Demand Interactive Learning means that users spend less time away from their desk and have instant access to instruction.

• Our CBT and On-Demand Interactive Learning products run on existing networks and with existing desktop hardware; there is no need to install new networks, graphic cards, or sound systems.

• Since each CBT and On-Demand Interactive Learning topic takes five minutes or less, learning is focused and to the point - users don't waste time learning things they don't need.

The user is supported by an interlocking network of training methodologies. The user chooses when, where, and how to take the training and receives consistent training no matter how the material is delivered.

One of the key features of The Integrated Learning Solution is how flexibly the components can be deployed. In some situations, instructor-led classes, CBTs and desktop EPSS work together. In other cases, only one technology is required.

When designing a technology rollout, there are a number of factors that may contribute to the selection of appropriate delivery tools, including:

• user geography: are the users at the corporate office or in the field?
• corporate culture: does the organization value instructor-led classes or prefer to keep people at their desks?
• user motivation: must the users be motivated to use the new technology or are the benefits obvious to them?
• software complexity: is the application simple and easy to learn or complex and confusing?
• system impact: is the application going to change a fundamental process; e.g., the way people work?
• user knowledge: are these sophisticated computer users or novices?

As an example, consider the following scenario. VirtualCorp is rolling out new expense reporting software to 6,000 employees: 5,000 at a corporate location and another 1,000 in 20 field offices. The new software is not very complex and most employees are fairly comfortable with computers and software due to their use of other systems.

DEPLOYMENT ALTERNATIVE #1

First, consider that VirtualCorp has had a strong tie to instructor-led training but is interested in minimizing the cost of the rollout.

In this case, we recommend:

• Create a half day to a full day of training content that focuses on:

• Provide the class at the corporate location to those who can attend and offer it, if affordable, at field offices.

• Generate a CBT course that covers the same material and install it on the corporate network so that it is accessible from everyone's desktop. Let those users that cannot attend instructor-led training, those offices that are too remote, and new employees learn from the CBT. Employ a tracking mechanism to see who has taken the training.

• Build an On-Demand desktop system that teaches the introductory materials, as well as advanced topics. Install this system on the corporate desktop so that people can obtain reinforcement and learn advanced topics whenever necessary.

• Provide the courseware content to the help desk personnel so that they are able to e-mail or fax information to people who call for help.

DEPLOYMENT ALTERNATIVE #2

Now imagine that VirtualCorp does not want to use instructor-led training for the rollout and wishes to use only technology-driven tools.

In this case, we recommend:

• Generate a CBT course that covers the introductory material and install it on the corporate network so that it is accessible from everyone's desktop. Optionally, install the material in a learning lab, as well. Require that each employee complete the training within 30 days and employ a tracking mechanism so that after 20 days, you can send a reminder to those employees who have not yet taken the training.

• Build an On-Demand system that teaches the introductory materials, as well as advanced topics. Load this system on the corporate desktop so that people can obtain reinforcement and learn advanced topics whenever necessary.

• Provide the courseware content to the helpdesk personnel so that they are able to e-mail or fax information to people who call for help.

Facing a common industry challenge, CompetiCorp has decided to upgrade its sales force procedures, introducing a new electronic communication and order entry system. The sales force is to receive laptop systems, with the new technology preloaded and ready to use. The sales force is scattered geographically and comfort levels with technology are mixed.

In this case, the most critical step is to provide the sales force with built-in support right on the laptop. Build a custom EPSS system for the new applications and make it available on the hard drive or on a CD-ROM. It is imperative that the sales force not lose productivity because they are insecure with the new technology or unable to get immediate support.

If the budget permits, bring the entire sales force (or subsets of the sales force) together at one time for training. This option can often be accommodated within existing travel budgets by introducing the new technology at a previously scheduled regional or national meeting.

If budget constraints preclude a group meeting, then deliver CBT as described above to provide the critical introduction and motivation required to get the new technology off to a strong start.

The Integrated Learning Solution incorporates both leading-edge products and a completely integrated range of training services. Both the products and the services are modular: training managers can employ all of them or just certain components.

Products

CustomDOC Composer

For both standard and custom applications, the starting point for all content development is CustomDOC Composer. By employing a highly structured content editor, Composer assures a level of consistency previously unseen in courseware and content development. You build content in CustomDOC Composer by creating a hierarchical outline of lessons and topics. Then, for each topic you enter content, including concept information, step-by-step procedures, examples, notes, and warnings. As you enter the information, the content structure is stored in a database in industry-standard RTF format. You then produce your courseware materials and CustomDOC Composer automatically formats the document to provide the format and document structure of PTS Learning Systems courseware.

CustomDOC

To generate the training materials, use CustomDOC, PTS' industry leading courseware compiling tool. CustomDOC has been selected by Lotus Development Corporation and other leading vendors as their courseware compiling engine. With just a few clicks of the mouse, you can build a custom course from the standard or custom materials created by CustomDOC Composer.

The course can then be generated as a student training manual, a CBT course, and/or a skills assessment test. The content will be consistent no matter which training method you use.

On-Demand Interactive Learning

On-Demand Interactive Learning is the most innovative, easy-to-use electronic performance support system available today. It is the only learning tool that lets users learn while working with their actual data within their actual application. On-Demand Interactive Learning features three ways to learn:

Learning Central

Learning Central is a centralized management and reporting tool that allows training administrators to customize CBT, Pre-Training Assessment and Post Training Assessment. Using Learning Central, training administrators can specify the degree to which they want to control the learning process. They can:

• Control user access to CBT and Skills Assessment
• Register and enroll users
• Track and report student activity at the topic level
• Create performance and usage reports to justify training costs

Customizable CBT

Customizable CBT provides custom self-paced training programs at the desktop.

Using CustomDOC, the training administrator specifies the topics to be covered in the CBT course. CustomDOC then compiles the topics and saves the document as a PTS file. The administrator calls up the CBT file using Learning Central and customizes the CBT course. He/she can determine whether the material will be presented in a Sequential Mode (where the topics appear in the order chosen by the training administrator) or in an Explorer mode (where the user picks which topics to take in which order). The training administrator can also embed pre and/or post skills questions in the CBT course.

Skills Assessment

Skills Assessment evaluates students' computer skills before and after training.

Using CustomDOC, the training administrator specifies the topics to be covered in the assessment. CustomDOC compiles the topics and saves the document as a PTS file. The administrator then accesses the skills assessment file using Learning Central and customizes the skills assessment test. The administrator can specify the number of questions to be presented in the assessment, select whether or not to provide feedback (correct or incorrect) after each question and whether or not to provide a summary screen at the end of an assessment to allow the user to review his or her results.

Services

Complementing the product line is an extensive suite of training services. Like the products, these services are designed to be modular yet work together as a whole. Clients can select any or all as desired. These services include but are not limited to:

Custom Interactive Course Development

PTS Learning Systems can develop custom CBT for both custom applications and proprietary software quickly, easily, and cost-effectively.

By integrating the modular interactive lessons from its On-Demand Interactive Learning product with the "drag and drop" customization capability of CustomDOC, PTS can develop high quality, customer-specific CBT. On-Demand Interactive Learning features exclusive mapping technology which enables custom CBT to be developed at a fraction of the normal time and cost. Without the need for source code or programmer assistance, PTS can embed the learning icons and content directly into most applications.

These learning products can be run interactively from within an application or in a "stand alone" learning mode.

Curriculum Design

PTS Learning Systems has a large staff of full-time writers, editors, formatters and subject-matter experts who develop hundreds of standard and custom courses each year. Using our tools, PTS develops customized instructor-led materials, reference guides, procedure guides, and quick reference cards. These materials can be completely integrated with the interactive learning tools described above.

Corporate Training Program Management

PTS manages corporate training programs for many large organizations, providing hundreds of classes per month at corporate facilities. PTS can manage the classroom, schedule classes, register students, customize curriculum, provide the materials and instructors, and generate variety of management reports for the corporate training or IS staff.

Automation Rollouts and Migration Projects

PTS specializes in managing sales force and field automation, as well as special automation rollout projects. At times, over 20 PTS instructors simultaneously teach large groups of sales personnel at annual sales meetings. At other times, PTS has flown staff around the country to support offices and sales personnel unable to meet at a central location. PTS has taken a lead role in many of these projects, working closely with hardware suppliers to create a seamless transition for the corporate staff.