Seize true BI value through training

Business intelligence solutions are increasingly accepted as an integral and essential set of tools which enable executives to leverage the power of corporate data to make better business decisions.

However, Priscilla Doig, Durban-based training manager at BI solutions provider Synergy Computing, says it is essential that appropriate instruction is provided as an integral component of every business intelligence deployment.

"Gaining optimal value from investments in BI technology is dependent on the users having the necessary knowledge to put the technology to work," Doig points out.

"Providing a BI solution which is capable of delivering rapid value is a factor of choosing the right BI software, getting the implementation right from a technical point of view and also ensuring that the company`s employees are able to use the software productively from the day it is installed," she says.

However, not all BI software providers include training as an integral component of the solution being provided. Where training is necessary, it is also insufficient to simply send staff members on courses. Doig explains: "It is of some concern that on many occasions, requests or enrolments for training are made which are not suitable for the specific candidate, or is in fact the completely wrong course.

"This points to a misunderstanding by executives of the type of abilities which are required in order to get the most from a BI solution," she notes.

As a result, Doig believes the starting point for companies which are seeking to upskill employees to improve the use of BI tools is a Skills Audit which will in turn inform a Training Road Map.

Business leaders need to recognise the importance of a training investment, Doig stresses. "People will only use the tools successfully if they have the benefit of appropriate instruction; while this certainly adds to the cost of the solution, training significantly reduces the learning curve required of employees, eliminates frustration and ensures that the tools which have been purchased and installed, are actually delivering the anticipated benefits."

In the field, she says examples abound of how tools are improperly assigned to employees. "For example, a tool such as Cognos PowerPlay is an analytical tool. Too often I have found that organisations supply PowerPlay to staff members who are not performing analytical tasks and they end up using the tool for standard reporting. Cognos provides user roles for all aspects of information consumers - from the standard report consumers to the analysts to the report writers. The challenge for organisations is to get them to go through a more focused exercise internally in order to better provide the right tools to the right people."

While training is essential for ensuring that users are able to make use of the capabilities of the BI tools they are given, the importance of ensuring user satisfaction after the training is just as essential. "It is no use exciting users with the capabilities of the tool while they are attending training, only to deflate their enthusiasm by not delivering to them the kind of data and information that they require for their everyday reporting and analysis needs. It is important to capitalise on their interest by delivering change and data requests timeously and efficiently."

Similarly, adds Doig, customised rather than standard end-user training tends to deliver better value since its helps learners to relate what they are learning to their actual work environments.

"It also supports end-user buy in, as they are able to answer business related questions and build reports that they require in their work environment during the training. This gives them confidence that they can get the kind of information they require out of the tool for their day to day responsibilities and tasks."

Another problem, says Doig, is that users are sometimes sent on training before their organisation is ready for them to apply their new-found expertise. "Follow up calls have revealed that, for example, a month after the training the end-user has not worked with the product yet because they have not been given access to the tool, or the tool has not been installed on their PC. Users really need to get back to the office and start using the tool as soon as possible in order to consolidate and apply the skills they have learnt," she stresses.

However, when training is correctly managed, it is the answer to a better BI implementation which will see confidence established in the employees using the tool, and a solid return on investment for the business investing in them.