You followed all the steps of a well thought-out and carefully designed change management plan: Business goals were identified, change-related fears were alleviated, management took charge, the changes were implemented, and employees were well-trained. So why aren't you seeing performance improvement?
What happens after change is just as important as the change itself. A great deal of effort goes into planning and facilitating organizational change, but the problem is thinking that it's all over once training is delivered. The hidden fact is that when training finishes, the process of transferring learning to the workplace has just begun.
Here are three reasons why you are not seeing performance improvement after implementing change:
Up to 80% of what employees are taught is forgotten within two weeks after training
Inevitably, no matter how intensive or long the training period is, knowledge retention is never 100% and employees will not be able to remember everything they have learned during the training sessions.
Training programs have time to focus only on commonly used processes and omit processes for less frequent tasks
It is becoming increasingly clear that even the best training, including classroom and eLearning, can't succeed in teaching employees everything they need to know. Employees rarely leave training with full proficiency for every scenario that they may encounter.
Time is wasted as employees "get lost" using new software
Change management usually requires employees to quickly learn complex processes and/or complex systems. Once the official training period is over, employees are usually left with little support and waste valuable time finding their way around the new systems.
Implementing change is expensive. It is not uncommon for organizations to invest thousands, even millions of dollars, on implementing change management processes just to see the performance proficiency of employees drop soon after they’re back at their desks, handling live situations. But we can certainly agree that change is imminent. So how do we ensure that performance improvement is achieved after implementing the change?
The case for achieving business goals with performance support
Underperforming employees come at a significant cost to companies that have just spent large budgets on change management processes that are supposed to boost productivity and ROI. Performance support provides employees with the resources, support and automation to accomplish their tasks exactly at the moment of need to get the job done and improve performance.
With performance support systems in place, employees can navigate through complex applications and processes quickly and error-free. Wizards guide users with clear instructions throughout the application and no technical skills are needed. The system prevents errors by alerting users within the application and directing them through the correct steps to follow.
Another huge advantage is that organizations can feel comfortable eliminating large portions of their training programs. Statistics show that performance support can dramatically reduce costs by shortening the amount of software training by up to 20%. When an employee lacks the know-how to accomplish a task, as can be the case when encountering an infrequent task not covered during the training sessions, they can "pull" the required information from the performance system. There are even solutions that can automate this process so employees simply click a button to accomplish what they want without having to learn it.
At the end of the day, companies that pair their change management process with performance support solutions can feel confident that their workforce will perform at the level they expect in order to achieve their business goals.
If you are looking to implement change in your organization, take a look at this short introduction video of Leo Performance Support: