This is the second in a series of five blogs on achieving excellence in Training Administration and recognizing the pitfalls along the way. The first part of our series was about data. In Part II, we look at the role of technology
Five ways that Training Administration can make or break your training:
- Part 1 – Data: Quality is everything
- Part 2 – Technology: How to leverage it for efficiencies
- Part 3 – Learner Engagement: Understanding individual’s Needs
- Part 4 – User Experience: It’s more than Training
- Part 5 – Designing the Process: Bringing the TA elements together
Part II: Technology: How to leverage it for efficiencies
API, chatbots, CRM, AI and RPA all play a big role in Leveraging Technology and how that drives efficiencies throughout a business.
For the best outcomes in training administration, system integration is vital to ensure consistency of data across systems and a quality experience for the user. Full integration also creates efficiencies that allow administrators to access all they need without having to jump between systems. This achievement comes by using application program interfaces (APIs), middleware and plug-ins.
WORKFLOW AND PROCESS AUTOMATION
A workflow management system breaks down processes into a series of steps that are automated or assigned to administrators or other process owners. This ensures no tasks are missed, allows complete oversight of the entire process and, when connected to other systems such as LMS, using APIs or middleware allows the system to become a one-stop shop for administrative process.
Think of yourself as a customer and walk through the process. Is it easy to use? And, most important, are you able to get support at every step? If the answer to any of these questions is no, then you need to work with your technology partner on devising better solutions.
SOCIAL MEDIA AND APPS
If you use social media or apps, it is important to allow messaging through the same. A communications suite and computer resource management (CRM) handles this. CRM ensures users keep up-to-date from first contact to case resolution and provides improved analytical data for the creation of actionable reporting.
A communications suite allows multichannel support for the user at the point of interactions, allows for data analytics, communicates with a CRM and sets up chatbots for integration. Chatbots can answer all but the most complex queries, handing those off to an administrator
EMBRACING ARTIFICIAL INTELLIGENCE
Technology drives where we go, influences how people learn and, ultimately, how we administer learning. AI is a driver when embedded in content so learners have real-time direction in their learning path, relevant instruction and shorter paths to comprehension. Robotic process automation (RPA) works for us. It economizes repetitive tasks and improves accuracy. Throughout Raytheon, RPA is being applied to the reduction of waste, which in the case of training administration -is time.