Training IT end users effectively is crucial for the success of any technology rollout, especially in enterprise environments.
Here’s a proven, comprehensive strategy:
1. Understand the Audience
The “best” approach combines structured planning, multiple learning modalities, and ongoing support.
- Assess skill levels: Are they beginners, intermediate, or advanced users?
- Identify roles and use cases: Tailor training to actual workflows (e.g., finance vs. HR vs. IT staff).
- Gauge learning preferences: Some prefer hands-on, others prefer written guides or videos.
2. Create a Structured Training Plan
Use a phased training model:
Phase 1: Awareness & Introduction
- Kickoff sessions/webinars: Explain the purpose of the new system and benefits to users.
- Quick reference guides (QRGs): One-pagers or infographics to ease initial anxiety.
Phase 2: Role-Based Training
- Hands-on sessions (virtual or in-person): Focus on day-to-day tasks relevant to each role.
- Scenario-based learning: Use real-world tasks (e.g., entering a PO, submitting a leave request).
Phase 3: Reinforcement & Self-Paced Learning
- LMS content or intranet portals: Short videos, PDFs, and FAQs.
- Simulated environments: Let users practice without impacting live systems.
3. Use Blended Learning Modalities
- Instructor-led training (ILT): Good for high-touch onboarding.
- Virtual training (live or recorded): Scalable across remote teams.
- Job aids and cheat sheets: Easy to reference and update.
- Interactive eLearning modules: With quizzes to reinforce learning.
4. Establish Champions & Super Users
- Train department-level “power users” who act as first-line support and help spread adoption.
- Give them early access to the system and involve them in testing and feedback.
5. Communicate Early and Often
- Email campaigns, posters, newsletters: Keep users informed.
- Use change management techniques to reduce resistance (e.g., ADKAR model: Awareness, Desire, Knowledge, Ability, Reinforcement).
6. Offer Post-Go-Live Support
- Dedicated help desk or “floorwalkers”: On-call for in-person support in the early days.
- Office hours: Scheduled drop-in sessions for troubleshooting.
- Knowledge base: Centralized FAQs and guides.
7. Monitor & Improve
- Feedback loops: Surveys, Q&A sessions, and ticket trends.
- Analytics: Track system usage to identify drop-offs or gaps in training.
- Refresher courses: Periodically re-engage users with new tips or feature updates.
Bonus: Tools to Support Training
- Microsoft Viva Learning, LMS365, or Cornerstone: For scalable learning management.
- WalkMe or Whatfix: For in-app guided learning and onboarding.
- Power BI Dashboards: To track training progress and adoption metrics.
How do I create a training plan for a Microsoft Dynamics 365 ERP software rollout?
Creating a training plan for a Microsoft Dynamics 365 ERP rollout—especially modules like Finance, Supply Chain, or Project Operations—is critical for adoption and long-term success.
Below is a step-by-step guide to building a robust training plan, tailored for Dynamics 365 ERP in a large enterprise environment.
1. Define Training Objectives
Clearly outline what users should know, do, and understand by the end of training.
Examples:
- Navigate Dynamics 365 Finance & Operations.
- Enter and approve purchase requisitions.
- Perform period-end closing processes.
- Use embedded Power BI dashboards for reporting.
2. Identify Training Audiences & Roles
Break users into role-based training groups:
| Role | Training Focus |
| Finance Team | Journals, budgeting, AP/AR, fixed assets |
| Supply Chain Team | Procurement, inventory, warehouse mgmt |
| Project Managers | Project accounting, resource mgmt |
| IT/System Admins | Security roles, data management, workflows |
| Executives/Analysts | Reporting, dashboards, Power BI |
| Super Users/Champions | Cross-functional workflows, issue triage |
3. Create a Training Matrix
Develop a Training Needs Matrix that maps job roles to Dynamics 365 features/modules they’ll use.
| Role | Module | Training Type | Priority | Trainer |
| AP Clerk | Accounts Payable | Hands-on | High | Finance SME |
| Procurement | Procurement & Sourcing | eLearning + ILT | Medium | Vendor Partner |
| Warehouse | Inventory Management | Floor walk + QRG | High | Super User |
4. Select Training Modalities
Use blended learning to accommodate different learning styles:
- Instructor-Led Training (ILT): In-person or virtual.
- Role-based eLearning modules: LMS-hosted (e.g., LMS365 or Cornerstone).
- Quick Reference Guides (QRGs): Task-focused PDFs or printouts.
- Process Walkthroughs: Use tools like ClickLearn, Whatfix, or WalkMe.
- Sandbox/Training Environment: Safe space to practice transactions.
5. Build a Training Schedule (Timeline-Based)
Example:
| Week | Activity | Audience |
| 1 | Training kick-off + ERP overview | All users |
| 2-3 | Role-based hands-on training | Finance, SCM, PMO |
| 4 | Super User deep-dive | Power Users |
| 5 | System admin training | IT Staff |
| 6 | UAT support refresher | Testers, Key users |
| 7 | Go-Live readiness + office hours | All users |
6. Leverage Champions & Super Users
- Engage them early in the project (during UAT or CRP).
- Empower them to help with floor support, answer FAQs, and gather feedback.
- Include them in change management communication.
7. Track and Measure Success
Implement a feedback and improvement loop:
| Metric | How to Measure |
| Attendance | LMS records, sign-in sheets |
| User Confidence | Post-training surveys |
| System Usage | D365 telemetry, Power Platform dashboards |
| Support Ticket Volume | Helpdesk trends (should decline post-training) |
| Task Completion Accuracy | Spot checks, user tests |
8. Post-Go-Live Support Plan
- Daily huddles or triage calls for first 2 weeks.
- “Hypercare” helpdesk line with priority routing.
- Refresher training after 30/60/90 days.
- Ongoing knowledge base updates.
Optional Tools to Enhance Training
- Microsoft Learn for D365: Free, self-paced learning.
- ClickLearn: Automatically generate user guides, videos, and simulations.
- Power Platform CoE Kit: To monitor usage and adoption metrics.
Here is a sample D365 ERP Training Plan Template for a Microsoft Dynamics 365 ERP implementation project.