Computer Software Update: Achieving System Optimization

• By Jim Coleman, Erick Allen
• Jul 01, 2005

With more than 50 percent of corporate capital expenditures attributed to information technology-related purchases, companies expect a significant return for their investment in terms of improved corporate performance. They are looking for greater operational and financial efficiencies, increased productivity and are, justifiably, frustrated when they do not achieve the results they envisioned. Oftentimes, the first assumption is that the software system is not doing what was promised …or is it?

The truth of the matter is that technology alone will never produce optimal business performance without the confluence of two additional factors 1. Clearly-defined goals based on business objectives and strategies and, 2. System users who are able to align those goals with the efficiency of technology. It is this combination that will drive the highest business impact for the lowest cost investment.

When a company makes the decision to invest in automated technology, more than likely business objectives provided the impetus. Arming your staff with specific goals to meet these objectives is the first step. The second crucial step is to provide each member of your staff with the knowledge they need to utilize the technology to reach those goals.

All software vendors offer training on their system as part of their overall package. More often than not, however, the training is focused on using system features to achieve a specific output. The intake coordinator is given "hands-on" instruction and put through the paces to enter patient data. The billing administrator learns to perform the automated steps necessary to get the bill out the door. Many software providers, under pressure to get a company up and running quickly, trade fast implementation for long-term efficiencies. In the name of time, businesses stray away from providing an educational structure centered on awareness and long-term knowledge. They neglect the true costs to the organization in the long term. They choose output over outcomes.

The key to achieving optimal results from your system is to first achieve optimal results from your system users. Educating the user is vital. Unfortunately, training is often viewed as a cost and not an investment. Knowledgeable employees make tangible improvements to their organization's reliability, productivity and financial growth. The value of training is greatly underestimated with respect to the bottom line.

In order to develop a well-trained staff the organization needs to look beyond training basics and understand how people learn. Companies that invest in providing employees with a solid foundation for learning increase employee knowledge and retention, empower employees to resolve problems independently, improve reliability and enhance overall performance. They provide users with the ability to understand how their performance affects outcomes and the technical know-how to use the system to improve results.

So how do people truly learn and how can you incorporate this into your organization to achieve optimal system utilization and positive, measurable results? By going back to the basics of adult education — a step that most organizations don't even know about, much less consider during their implementation process. Known as the Cumulative Learning Theory and the Learning Hierarchy, this process was pioneered by Rober Gagnee in 1962. Gagnee's theory was built on the premise that any skill or task can be broken down into simpler skills to form a step-by-step path of prerequisite learning occurrences leading up to the desired skill.

Simply put, in software, this would mean that before a learner can perform the task of dragging and dropping they must understand the basic functions of the mouse. While the process of dragging and dropping is the actual learning event, there are prior events that must occur to achieve the ultimate rational learning outcomes. When it comes to technology training, most vendors and companies have failed to understand these basic theories. Therefore, most of the training that occurs for software systems is designed to create output, rather than the more important, outcomes.

When looking at the various automated systems designed to service a specific industry, there are very few with features that truly distinguish the group. HME providers in general, have similar needs — input, billing, posting, tracking, etc. Any system vendor that plans on staying in business must include the necessary features to accomplish those common goals. Where vendors differ, and an area that is often underestimated in the decision process is how they educate new users on the application to ensure system optimization. The key phrase here is to ensure system optimization. This type of outcomes-based learning goes beyond the use of the application to educate the user and administrator on how the system can make them more efficient. The results are a dramatic difference between a trained system user looking for output and an efficient knowledge worker focused on creating positive outcomes.

While the usage of the learning hierarchy principles are critical, the manner in which you approach delivery can and should be varied for best results. Studies have shown the combination of trainer interaction, classroom participation and independent study to have the greatest retention rates. This concept is known as blended learning and is simply described as the use of any possible combination of training tools to educate and solve specific business needs. Blended learning combines both traditional instructor-led training with the newer forms of on-demand, Web-based, self-paced technology. Look to your software vendor for help in creating a strong mix of educational processes and training alternatives.

Continual checks and balances should be used as well to keep your staff on track. Open communication and reporting is a must to ensure that each member of your team comprehends the goals and objectives of your business. Software vendors who understand the strength of education have taken steps to provide built in knowledge tools and online user manuals within their software components. In addition, system users need to be continually supported in their learning efforts to stay on top of any new regulatory updates, systems revisions, or new business processes.

Companies that make the educational investment in their staff will be rewarded. Employees will achieve a higher level of satisfaction as independent, self-motivated, knowledge workers. By providing workers with a solid technological education and a better understanding of the role they play in achieving corporate success, companies will begin to experience increased productivity, improved operating efficiencies and return on investment.

System optimization is not in the features of the system you use but in the user's ability to use the system to its fullest. So go back to the basics to get the best results. For optimal system utilization, it's a learning process!

This article originally appeared in the July 2005 issue of HME Business.