Training Industry Magazine - Winter 2023 - 41

Digital enterprise adoptions usually fail
because the applied learning solution
does not address the critical learning
needs of front-line learners. The
nature of digital enterprise software
implementations is not well understood,
and this usually results in a learning
solution that is overwhelming to
learners and does not help achieve the
performance required to reach a return
on investment. However, a lean learning
approach - one that focuses on
learning as a journey and not an event
- can transform your next technology
adoption and improve adoption metrics.
MOST TECHNOLOGY
ADOPTIONS FAIL
The failure of front-line employees
to succeed in using new enterprise
software is extremely consequential
for an organization. For example,
the implementation of enterprise
resource planning (ERP) suites such
as SAP S/4HANA or Oracle potentially
changes the daily technology tasks
and associated business processes of
almost every person at every level of
an organization.
Considerable
business
resources
and time are invested in ERP
implementations, and many, if not most,
of the organizations that undergo these
efforts fail to achieve a return on their
sizable investment. In fact, according to
the 2019 study, " Critical Success Factors
of ERP Implementation in SMEs, " only
8.6% of ERP implementations stay within
their original budget, 43% are completed
on time, and only 33% realize significant
business benefits.
Many believe these projects fail because
the technology is too difficult to use,
or the wrong solution was selected.
Others think that failure is caused by
inadequate training or inadequate
involvement by senior leadership. But
it is something else. These failures
result from a misunderstanding of
the fundamental challenges faced in
the implementation phase of a digital
enterprise transformation, and this
leads to a workforce that struggles to
adopt new technology procedures and
business processes.
A FRAMEWORK FOR
THINKING ABOUT DIGITAL
TRANSFORMATIONS
The Cynefin Framework is often
described as a " sense-making " tool
and is key to understanding effective
solutions to different business
challenges. This framework divides
challenges into four different domains,
as shown in the table below.
Cynefin Framework
Complex
Chaotic
Complicated
Obvious/Simple
Solutions to problems in the obvious/
simple domain are defined, meaning
the causes and solutions are typically
well known, and best practices may
be applied. The issue of having
untied shoes is a perfect example of
a problem/solution set in this domain.
If your shoes are untied, you typically
apply your own best practice to tie
them back up. Solutions to issues in
the complicated domain can typically
be solved by " good practices, " and the
application of expertise. A solid example
of this domain is a heart transplant. The
conditions that caused the problem
are clear, and the many steps of the
solution are well-known and can be
performed successfully by an expert.
Chaotic situations, such as a volcano
erupting, typically have no solutions at
all, except for embracing your fight-orflight
response.
The complex domain is different. These
challenges involve a considerable
number of variables, so much so that
it is extraordinarily difficult to predict
results. In this domain, large changes
may have no effect, while small changes
may have extraordinarily large effects.
Complexity means that best practices
and the application of expertise may
result in not solving the problem - but
instead, may make the situation much,
much worse. The numbers show the
challenge. The 2017 study, " ERP System
Implementation in Large Enterprises: A
Systematic Literature Review, " found that
66% to 70% of all ERP implementations
never achieve a return on investment.
TRAINING INDUSTRY MAGAZINE - WINTER 2023 I WWW.TRAININGINDUSTRY.COM/MAGAZINE
One of my favorite analogies to describe
this phenomenon, which betrays my age
a bit, is the Death Star from the original
" Star Wars " movie. A huge amount
of time and resources were spent in
constructing a massive technological
solution, and it got ruined in an instant
by a proton torpedo. Small variables
with large consequences, indeed.
This is why taking an agile response
to technology implementations is so
important. We need to be flexible and
adaptable and have a team in place
that will strive to be successful no
matter the circumstances.
THE WRONG APPROACH
TO TECHNOLOGY
ADOPTIONS
Learning and development (L&D)
teams in ERP implementations
usually adopt the ADDIE method -
analyze, design, develop, instruct and
evaluate. This method is fine for some
situations, such as in the " simple " and
" complicated " domains of the Cynefin
Framework, but it does not work
reliably in the " complex " domain.
We need to be flexible
and adaptable and have
a team in place that will
strive to be successful no
matter the circumstances.
The challenge with the ADDIE method
is that it assumes perfect knowledge
in the analysis and design phases of
the technology implementation effort.
In other words, the business problem
| 41
https://thecynefin.co/about-us/about-cynefin-framework/ https://trainingindustry.com/wiki/content-development/agile-learning-design/ https://trainingindustry.com/glossary/addie-model/ https://www.trainingindustry.com/magazine
Training Industry Magazine - Winter 2023

Table of Contents for the Digital Edition of Training Industry Magazine - Winter 2023
