Training Needs Analysis

Problem Statement: Associates are unable to find the applicable Lotus Notes databases, resulting in delayed processes and information retrieval.

Conclusions from Front End Analysis: The front end analysis uncovered several factors including out of date software, out of date databases and information, and no logical organization to the database structure.  The recommendations for these root causes have been presented to the client and are being acted on accordingly with no further involvement from the consultant.

The front end analysis also presented items that may require a training intervention: associates do not understand how to search for databases and information in Lotus Notes that they do not already have access to. 

A training needs analysis was conducted to identify the training needs for associates to be successful in this task.  It sought to identify:

• What databases and information associates typically need
• What knowledge and skills associates typically struggle with or lack

Input	Purpose	Method
2014 IT Help Desk Requests	Determine what information and databases are typically requested and how frequently	Data Analysis
Interview with  associates	Determine the skills and knowledge associates struggle with or lack	Survey

 Instruments

2014 IT Help Desk Requests

Data of year-to-date IT Help Desk requests was pulled for all items relating to Lotus Notes.  The purpose of this was to see who submitted these requests (new associates vs tenured, certain job functions, etc.), what the most common requests were for Lotus Notes, and how frequently these requests occurred.  This data would provide more insight as to what information and assistance associates were needing and if this was something that could be resolved through training. 

Associate Survey

Surveys were conducted via Survey Monkey with a spectrum of associates representing each functional group, job level, level of tenure with the company, and familiarity with Lotus Notes.  The goal behind this instrument was to get a deeper perspective of what associates use Lotus Notes for, what they do when they need to find information or a database, their general attitude toward the system, etc.

Questions and discussion points included:

1.       List the primary functions you use in Lotus Notes.

2.       List the databases you rely on the most.

3.       Of those most regularly used databases, how frequently do you use them?

4.       Of those databases you use most, how did you receive access to them?

a.       Searched for myself

b.       Another associate (including IT) sent the database link

c.       Other

d.       A combination of all of the above

5.       If you cannot find information or a database you need, how do you handle it?

a.       Ask another associate to send the database link

b.       Submit an IT Help Desk request

c.       Continue trying to search on your own

d.       Give up

e.       Other __________________________________

6.       Do you know of any resources (e.g., videos, quick reference guides) to assist with using Lotus Notes?

a.       Yes

b.       No

7.       Using the scale below, rate the ease of finding information and databases in Lotus Notes

1 – Extremely Difficult

2 – Difficult

3 – Neutral

4 – Easy

5 – Extremely Easy

8.       If you could change something about Lotus Notes, what would it be?

9.       Any other comments you would like to provide about Lotus Notes?

Results

2014 IT Help Desk Requests

Upon reviewing the data gathered regarding Lotus Notes linked requests, the following was found:

·         Year-to-date 17% of all help desk requests have been Lotus Notes related.

·         There was no significant difference in the number of help desk requests submitted across functional groups.

·         At least 4 Lotus Notes related requests were submitted per business day.

·         Of these requests, 32% were related to assistance in searching for a database or requesting access to a database.

Associate Survey

·         The primary uses of Lotus Notes ranked as follows:

1.       E-mail & Calendar

2.       Databases

3.       Instant Message

·         The databases used most ranked as follows:

1.       Travel & Expense

2.       Community Information

3.       Procurement

4.       Asset Management

5.       HR Office Suite

·         41% of respondents said they use databases daily, 33% reported using databases weekly, and 26% reported using them irregularly

·         73% said they received access to a database from another associate (including IT), 21% said they accessed a database from searching on their own, 6% reported other

·         87% reported that if they cannot find information or a database on their own that they either ask another associate or submit an IT Help Desk request.

·         90% reported not knowing of any resources to guide them through using Lotus Notes.

·         89% of respondents reported the ease of finding databases and information as difficult or extremely difficult

·         93% of respondents reported wanting to change something related to usability (e.g., search function for databases and e-mails, user interface, etc.).

Findings

Currently there is no publicly dispersed resource, other than the IT Help Desk, that associates can reach for to assist them in navigating Lotus Notes.  A majority of associates reported having difficulty using Lotus Notes.  Typically if associates are looking for information or a database and cannot find what they need, then they reach out to someone else for help, which may result in higher help desk volume for IT and distractions for other associates.    There clearly is a need for some guidance as to how to navigate and successfully use Lotus Notes, especially when it comes to finding information.

Recommendations

Based on the data collection and findings, the following are recommendations to minimize this performance gap:

·         Create short web-based videos that associates can access through the LMS and watch as needed to see how to perform a function in Lotus Notes.

·         Offer job-aids for associates to use to walk themselves through the steps to complete a task

·         Schedule monthly “Lunch and Learns” where in an informal setting associates can see Lotus Notes demonstrations and ask questions

·         Have IT evaluate if Lotus Notes can be customized for a more intuitive user interface for increased usability.

 

Front End Analysis

Client: Company XYZ is a real estate investment trust in the multi-family housing industry with offices and communities residing all along the East and West coasts.

Background Information: Company XYZ uses IBM Lotus Notes (LN) for company email and also heavily relies on the database capabilities to house policies, procedures, and electronic forms for all different purposes.  In the 10+ years that XYZ has used LN, databases have grown and policies/procedures have changed, resulting in out-of-date information, a bogged down system, and confusion of what information takes precedence. Associate dissatisfaction with the functionality, maintenance, and navigation of LN came to light in Q1 of 2014 through regional town halls.

Methods: To obtain further insight regarding the specifics of the frustration with LN, data was gathered utilizing an electronic survey administered to all regional and corporate office associates (approximately 1,200 associates) with a response rate of 48%.  This survey consisted of 15 Likert scale questions and 3 open-ended responses.  The respondents expressed their frustration with finding databases they need for processes and finding databases that have information they are looking for.  They also expressed concern with information in the applicable databases not being up to date or matching information in other systems.

Problem Statement: Associates are unable to find the applicable Lotus Notes databases, resulting in delayed processes and information retrieval.

Performance Gap Analysis: Currently 13% of respondents reported understanding how to search for databases and information in Lotus Notes.  In the future, 100% of associates will understand how to search for databases in LN.

Factors Influencing Performance: The following elements have been identified as potential influences in this performance gap:

Resources:
·         Technology is not always consistent between associate computers (e.g., not all associates have the same/most recent version of LN)

Information:

·         Some departments send new associates an automate email with links to the basic databases (e.g., HR/Benefits, Travel Policy), but not all.
·         There is nothing  to aid associates in how to search for databases.

Motivation

·         After spending a lot of time attempting to search for information or databases, many associates get frustrated and give up trying to look when it is not something needed for a job duty.

Structure and Process

·         Some reported approving the structure of the HR Office Suite database in that it was easy to navigate to find either the information they needed or who to contact for further assistance.  
·         No logical organization to the databases in the search function, simply appear alphabetically.

Knowledge: 
·         Associates do not understand how to search for databases and information in LN that they do not already have access to.

Findings & Recommendations

Factors Findings Recommendations Resources Technology is not always consistent between associate computers (e.g., not all associates have the same/most recent version of LN) Have IT run diagnostics of which computers are out of date, and do a mass push of updates to all computers so they're all alike. Information Some departments send new associates an automate email with links to the basic databases (e.g., HR/Benefits, Travel Policy), but not all. As part of onboarding, have a mass list of all positions & applicable/necessary databases & systems access, so this information is automated & sent to the new associate on their first day of work. There is nothing  to aid associates in how to search for databases. Create a short tutorial or job aid demonstrating the different ways associates can search for databases and information in LN. Motivation After spending a lot of time attempting to search for information or databases, many associates get frustrated and give up trying to look when it is not something needed for a job duty. Inform associates that the company is aware of the frustations with LN and is addressing the problem with potential solutions from this list. Structure and Process Some reported approving the structure of the HR Office Suite database in that it was easy to navigate to find either the information they needed or who to contact for further assistance.   Determine what it is about the structure of the HR Office Suite database that associates prefer, and see if there's a way to copy this structure into other databases. No logical organization to the databases in the search function, simply appear alphabetically. Create a file-type organization to the databases where associates can click on the overall topic, say Financial Services and drill down to the subtopics and databases within that. Knowledge Associates do not understand how to search for databases and information in LN that they do not already have access to. Create a short tutorial or job aid demonstrating the different ways associates can search for databases and information in LN.
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