Chicago Transit Authority - Development of an Oracle 11i End-User Training Program
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Challenge
The Chicago Transit Authority engaged in a major ERP implementation initiative that impacted all financial, purchasing, warehousing, human resources, and payroll employees. Bronner was tasked with designing an extensive end-user training program to train over 2,000 employees on the new system functionality. A major challenge involved designing a training program that would provide just-in-time, job-specific training to such a large user community in a short timeframe. Because it was determined that CTA staff would serve as the trainers for the instructor-led classes, a program also had to be created to prepare over 70 CTA employees to become trainers. Bronner was also tasked with designing a training infrastructure to accommodate the training delivery, registration, technical, and administration processes associated with conducting end-user training.
Solution
Bronner designed and developed twenty-five, hands-on, role-based training classes to ensure that CTA employees understood the new business and system processes associated with the Oracle 11i implementation. The classes included system walkthroughs, process presentations, and computer lab scenarios to ensure that employees received sufficient instruction and practice time.
Detailed course materials were developed for each class including instructor guides, participant guides, quick reference guides, and PowerPoint presentations. In addition, the participant course materials were designed with the dual purpose of being used during the training classes and being used after training to perform transactions in the Oracle production system.
The training program was also designed modularly so employees could attend only those training classes that were pertinent to their job tasks. In addition to developing the training course materials, Bronner assisted in the design and establishment of the training infrastructure. A multiple-classroom facility was secured to allow several classes to be taught concurrently. With over 250 classes needing to be conducted, this approach allowed the classes to begin as close to the system live date as possible.
Policies and procedures were also established to handle the registration, administration, logistical, and technical demands associated with conducting the instructor-led training classes. Bronner also developed and executed a three-phased Train-the-Trainer program to prepare CTA employees to conduct the end-user training classes. In addition, the Bronner training development team members served as resources in each classroom to assist the CTA trainers with Oracle questions. CTA trainers and Oracle experts formed a highly-effective training team in each classroom.
Results
The end-user training program designed, developed, and administered by Bronner was deemed highly successful by the CTA.
