Hello,
Does anyone have suggestions on resources I can use to build a business case to justify headcount for a training department? Specifically any metrics on ROI?

The need is obvious...there currently isn't an end-user application training department! In the past, application developers or business analysts have done ad hoc "training" with users. We are in the process of developing a totally new system from Oracle to .NET.
The application is proprietary and used across multiple business units by approx. 3000 users.

Thank you in advance....

Your post is interesting since I have built the internal application training department at my current job. In fact, it even doubled its size in the first year: it went from a headcount of 1 to 2… They say the hardest step is the first one!

Have a look at the Resources section from the www.getzeroedin.com site. It gave me a lot of good ideas.

At first, I did some comparison between the cost of having a business analyst/developer and a trainer giving the training. The trainer was the less expensive of the two. We then structured our service offering around having the trainer do the level one troubleshooting which cuts about 70% of requests to the analyst/developer, who in turn have more time to develop etc.

All in all, it was a win-win-win-win situation:
- Users had a well designed course;
- They had easy and fast access to support;
- Analysts/developers could concentrate on their core business;
- I had an extra pair of hands to handle the work overflow…

Vireo,
I appreciate your feedback. I will check out the site you provided.
Just curious...were there course materials/documentation already available for you to use or did you also act as Instructional Designer?
What was the delivery method you used for the course?
Thanks again,
JP2

Hi JP

I did all the instructional design myself. Actually, every class is designed in-house so as to best fit our business strategy, needs and end-users capacity (or lack of).

We use a mixed approach for delivery methods and our clients have the choice between:
- Entirely self-pace on-line training (for Microsoft Office only);
- In class laboratory-type training (75% hands-on) on any type of application (off-the-shelf and developed in-house);
- Individual coaching done at the client’s desk, on the actual documents and software they use;
- Synchronous learning with on-line demos via telephone or phone conferencing for our distant clients.

We pretty much cover all training done on things that have some sort of electronic chip in it, short of microwaves (although we do have the occasional request…). Ranging from basic Window training, new hires, phones to CRM and ERP roll-outs… You can imagine that being 2, we are quite busy!

I would not have it any other way: being in-house has given us many opportunities to prove how valuable such a service is. Just think of all the change management knowledge we have gained over the years, something that would be lost if done by an outside vendor. I feel very fortunate for having such an opportunity at work.

Vireo,
Wow...you give me hope that it is possible to succeed with limited resources!
Currently we have an outside vendor "evaluating" what is needed to implement a training program and they are suppose to provide a road map. I wasn't asked to provide input and so far the consultants have provided nothing that I wouldn't have suggested.

It will be an exciting journey.
Thanks again for the feedback!
JP