I get a lot of questions regarding how much training does a company really need to be successful with ServiceMax. The real answer is ‘it depends’. It depends on what the customer’s goals are and what resources the customer has to achieve these goals.
My response often starts with the question, “What are you (the customer) trying to achieve? Not just with ServiceMax but with your business?”
It definitely catches folks off guard. The question turns into a conversation. This conversation includes a list of considerations including your customers’ profiles, average tenure of your employees, average lifecycle of your customers...What does your project team look like, etc.? You see, while you are seeking to implement ServiceMax, you are impacting directly and indirectly every touch point between you, your customer, and your employees.
Not training could cost you everything.
Try to think of training as more than a line item in a contract; Training is an investment to enable longer-term success in areas where you want to be successful.
There was a great photo in this week’s Wall Street Journal. Virginia Rometty, IBM CEO commented about Services, “Any Company that makes a product, you want to make it into a service…If you define yourself as a product you will remain wedding to the past.”
At ServiceMax, Training is a service. It is our job to create an environment for you that develops measurable, attainable, sustained results over time. We treat your success as part of our success and training you effectively means providing you a paced, tiered approach to help you be successful from day 1 forward.
So back to the question, how much training does a company really need to be successful with ServiceMax? I’ve laid out some steps to help you see how training can support your rollout, as well as what the risks are if training is absent from various stages of your program.
Of course training should be right-sized for each company so a smaller company may informally learn through doing some of these project tasks, while a larger enterprise company may benefit from formalizing training events to align with the project timeline and goals.
What’s this gonna cost?
It varies. From a budget perspective training is typically 13-17% of your budget but there are factors that may decrease or increase this number:
Is this an initial phase of a project that may require additional setup of protocols?
Is this follow on project phase which may lessen the cost over time?
Have we had successes or failures in the area?
Training for your organization should start with a conversation about what you want to achieve as a business. Try not to focus too tactically on only training as you may miss the mark with your goals. Choosing the right training for you should involve your team and vendor. Just remember, not training could cost you the ultimate price of being able to effectively care for your customers.