UPK Services and Best Practices

Synaptis has provided OnDemand/User Productivity Kit (UPK) training, consulting, and development services for numerous public and private sector clients. Here are a few examples:

• Yum Brands was implementing PeopleSoft's Human Resources suite. Synaptis helped the client assess, develop, and manage the materials needed to train their employees. We also provided train-the-trainer sessions to prepare their subject matter experts to deliver classroom training using the UPK tool.
• Cargill was implementing several PeopleSoft modules. Synaptis developed training materials using UPK. We also delivered train-the-trainer sessions and assisted client instructors in delivering PeopleSoft training using the UPK tool.
• The Management Board Secretariat (MBS) is a Canadian government office. They were evaluating how they could utilize the UPK to help with their training efforts. Synaptis consulted with them on a training strategy and a plan for using UPK to develop the training materials.
• Time Warner Cable was upgrading their PeopleSoft HR application. Synaptis provided on-site development services to create the training content using the UPK. We also delivered classroom training using the UPK Try It mode.
• MTV/Viacom was upgrading their JD Edwards financials application. They were using the UPK to develop their own training materials, but experienced some resource issues toward the end of their development timeline. Synaptis was called in to help finish the development of the training materials. Once development was complete, we delivered the classroom training using the UPK Try It mode.
• Synaptis assisted Houston Community College System (HCCS) with their PeopleSoft Student Administration and Enrollment upgrade utilizing UPK. Our solution providers developed UPK processes remotely and onsite, which enabled HCCS staff to become acclimated to the PeopleSoft upgrade just in time for the upcoming Spring Semester.
• Synaptis has also worked with several clients who have recently purchased the UPK and plan to use internal resources to develop their training materials. We have conducted onsite classroom training on the basics of installing and using the tool as well as assistance with creating standards and implementing best practices. We have also provided remote instruction via web conferencing applications.

As we have worked with our clients using UPK, we have developed a list of lessons learned and best practices such as:

• When clients are new to the UPK, all parties involved need to understand what the tool is and how it works. This includes subject matter experts and anyone reviewing or approving the material. Everyone needs to understand the basics of what is produced as well as some of the basic standards that were used to develop the training materials. Ensuring that everyone understands the content format makes the review and approval process much smoother.
• When the development process involves more than one developer, it is critical to determine a process for reviewing and editing the procedures that are being recorded. In addition, a process for backing up the source data should be developed.
• When developing a UPK strategy, determine how the recordings will be deployed. Will they be used mainly as a classroom-training tool, self-paced instruction, or as an online help system? The decision affects how you will organize and write the procedures.
• When developing training materials using the UPK, it is very important to have a good solid script before beginning the recording process. This will take some effort at the beginning of the project, but will save much time later on. Depending on the resources available, you could have subject matter experts create the scripts, and then have other resources do the actual recording.
• While the UPK has features for editing screen shots and data, it is a good idea to begin recording only when the database and business processes are complete.
• When developing training materials, use data that matches the actual data users will see when they access the live application. Doing this makes the training relevant and useful to the users. The data should be masked so that no actual data is used.
• Using the UPK to deliver classroom training can eliminate the need for creating a training database. With Try It mode, users interact with the UPK just as if they were in an actual database. Ideally this training should be supplemented with scenario-based exercises that the users would complete in a functioning training database.
• If you plan to deploy the Do It mode (which delivers context sensitive help to walk end users through specific business processes while working in the live application), make sure that users are given training on how this mode works prior to go live. This is a new concept to users and can be confusing to some.