Even the most sophisticated new hardware and applications won’t benefit the enterprise if employees don’t use them. The often-forgotten solution to that problem is training.
Training certainly solved a major problem at the Maimonides Medical Center in Brooklyn.
“When I arrived in 1996, the organization had spent $11 million for new applications since 1992,” said Ann Sullivan, senior vice president and CIO of the 4,600-employee institution. “But the IT department couldn’t figure out how to implement it, so the new applications were sitting on the shelf.”
A major problem was that employees weren’t comfortable with the technology, which included applications for handling the company’s financials, human resources and payroll as well as a variety of patient information. Sullivan helped develop an organization-wide training program that enabled deployment of those applications.
However, while training is essential, experts such as Sullivan note you must consider several key factors in order to make it effective.
Knowing When You Need It
There are several benchmarks to help determine whether training is necessary, according to Bill Keilt. He is senior director of education services for J.D. Edwards, a vendor of supply chain management, customer relationship management and other enterprise software.
“The more a process becomes automated, the more training becomes mandatory,” Keilt said. “If there’s a major cultural and paradigm shift how a business process is handled, you can’t just expect users to know how to use it.”
You can determine precisely what training is needed by asking your organization’s help desk, according to Jeanne Cuff, a senior consultant for Compass America, Inc., a performance improvement company focusing on information technology departments.
“If you’re just upgrading from one version of Office to another, there may be no point in training people,” she said. “The real data (about what to train for) should come from the help desk.” If there’s an enterprise-wide or department-wide lack of understanding about a specific application, help desk personnel will know it first and can help target the training to the right group.
Cuff noted that training won’t lower help desk costs since better-trained people typically ask the help desk more sophisticated questions. However, training can dramatically lower the cost of field support.
“I’ve seen the second level response rate — field support — go down 50% in one company,” she said.
Making It Work
Offering training is one thing, but getting employees to embrace it is another. For Sullivan at Maimonides, the answer was to start slow and get the staff to buy in.
“We started by giving them PC classes, how to use Windows, how to use the Internet,” said Joan Evanzia, the director of training for the hospital. “It gave them something they could navigate and a way to get information so they started to feel comfortable.”
Next, the IT staff built an application that enabled the medical staff to view records but not edit them. “That gave them a taste for it and built up a desire to get more involved and to use the system,” Evanzia said.
As the IT department started implementing the medical applications, they asked for input from the clinicians. “That made the physicians sponsors and it gave them a buy-in into the system,” she said. After that, they enthusiastically attended training classes, she added.
Proving Its Worth
It’s essential, of course, to gauge the effectiveness of programs, including training. There is some debate, however, whether you can do a return-on-investment (ROI) study on training.
“You absolutely can do an ROI on training because it relates to productivity,” says Raymond Halagera, president of Career Systems International, a career development company. “It’s remarkable the ROI you can generate by training a thousand employees even if their productivity increases only 3%, he said. But a 3% ROI for end-user training is low, he added.
“There are few generalizations (about ROI), but I’ve seen paybacks on training as quickly as a month or two,” Halagera says.
Some, however, believe the technology should get the ROI and that training is just one component of the technology.
“People utilize the technology as a result of training, but the ROI has to focus on the technology,” said Ann Sullivan, the Maimonides CIO. “Our clinical systems application had a 13% ROI, which was a four-year payback. Training was part of that, but to do an ROI on training alone isn’t possible.”
Whether you perform a formal ROI on training, there is little doubt about its effectiveness. J.D. Edwards’ Bill Keilt cited studies indicating that, for many enterprise processes, it takes untrained users an average of 22 hours to get to the same skill level that workers gain after five hours of training. The studies also indicate that every hour of end user training is worth at least five hours of additional productivity for the enterprise, Keilt said.
However you measure the benefits of training, though, everybody agreed on one thing: Training is an essential tool for making sure your organization reaps the benefits of new software and hardware.
Ethics and Artificial Intelligence: Driving Greater Equality
FEATURE | By James Maguire,
December 16, 2020
AI vs. Machine Learning vs. Deep Learning
FEATURE | By Cynthia Harvey,
December 11, 2020
Huawei’s AI Update: Things Are Moving Faster Than We Think
FEATURE | By Rob Enderle,
December 04, 2020
Keeping Machine Learning Algorithms Honest in the ‘Ethics-First’ Era
ARTIFICIAL INTELLIGENCE | By Guest Author,
November 18, 2020
Key Trends in Chatbots and RPA
FEATURE | By Guest Author,
November 10, 2020
FEATURE | By Samuel Greengard,
November 05, 2020
ARTIFICIAL INTELLIGENCE | By Guest Author,
November 02, 2020
How Intel’s Work With Autonomous Cars Could Redefine General Purpose AI
ARTIFICIAL INTELLIGENCE | By Rob Enderle,
October 29, 2020
Dell Technologies World: Weaving Together Human And Machine Interaction For AI And Robotics
ARTIFICIAL INTELLIGENCE | By Rob Enderle,
October 23, 2020
The Super Moderator, or How IBM Project Debater Could Save Social Media
FEATURE | By Rob Enderle,
October 16, 2020
FEATURE | By Cynthia Harvey,
October 07, 2020
ARTIFICIAL INTELLIGENCE | By Guest Author,
October 05, 2020
CIOs Discuss the Promise of AI and Data Science
FEATURE | By Guest Author,
September 25, 2020
Microsoft Is Building An AI Product That Could Predict The Future
FEATURE | By Rob Enderle,
September 25, 2020
Top 10 Machine Learning Companies 2021
FEATURE | By Cynthia Harvey,
September 22, 2020
NVIDIA and ARM: Massively Changing The AI Landscape
ARTIFICIAL INTELLIGENCE | By Rob Enderle,
September 18, 2020
Continuous Intelligence: Expert Discussion [Video and Podcast]
ARTIFICIAL INTELLIGENCE | By James Maguire,
September 14, 2020
Artificial Intelligence: Governance and Ethics [Video]
ARTIFICIAL INTELLIGENCE | By James Maguire,
September 13, 2020
IBM Watson At The US Open: Showcasing The Power Of A Mature Enterprise-Class AI
FEATURE | By Rob Enderle,
September 11, 2020
Artificial Intelligence: Perception vs. Reality
FEATURE | By James Maguire,
September 09, 2020
Datamation is the leading industry resource for B2B data professionals and technology buyers. Datamation's focus is on providing insight into the latest trends and innovation in AI, data security, big data, and more, along with in-depth product recommendations and comparisons. More than 1.7M users gain insight and guidance from Datamation every year.
Advertise with TechnologyAdvice on Datamation and our other data and technology-focused platforms.
Advertise with Us
Property of TechnologyAdvice.
© 2025 TechnologyAdvice. All Rights Reserved
Advertiser Disclosure: Some of the products that appear on this
site are from companies from which TechnologyAdvice receives
compensation. This compensation may impact how and where products
appear on this site including, for example, the order in which
they appear. TechnologyAdvice does not include all companies
or all types of products available in the marketplace.