Best Practices for Training End Users The Benefits
Best Practices for Training End Users & The Benefits of Cross-Training Stacey Harnett
• Stacey Harnett – Member of Disbursement Services & Chrome River Administrator Stacey. Harnett@stockton. edu Stockton University’s Galloway, NJ campus is located in the Pinelands National Reserve. We also have beachfront living and learning at our newly opened residential campus in Atlantic City. In addition, we also have locations in Manahawkin, Hammonton, and Woodbine.
End User Training at Stockton Who are our End Users? • Support Staff – Finance Bug email list has about 219 recipients. • Faculty – Faculty email list has 1000+ recipients. What topics does Accounts Payable cover during training sessions? • BOA Works: Our electronic Pcard payment management system. How to reconcile/approve transactions and run reports. • Chrome River: Application used to obtain approval for travel and professional development, issue travel-related reimbursements for Stockton employees, and tracking & reporting purposes (Cleary Act, Plant Vehicle Reservations). • Banner: How to create direct pays.
Know Your End Users • Avoid a “one-size-fits all” approach. ØOffer individual sessions for new hires. ØWhen implementing something new, rollout to a group of power users first. ØHold separate sessions for faculty vs support staff. ØUnderstand which programs are better learned through hands-on training. • Be flexible and make it convenient for people to attend trainings. ØFaculty training sessions for Chrome River were held during their department meetings. ØOffer online sessions via ZOOM. ØSupport staff trainings were held during preceptorial days so we could reserve large classrooms for our sessions to accommodate as many people as possible.
Communicate Early When Implementing a New Program/Update Chrome River Banner 9 • The change was communicated in a positive way by highlighting the benefits to employees. • Provided a demo of the application to a group of power users to get feedback and buy-in prior to rollout. • Presented a PPT to end users as a brief overview of the program prior to training. • Banner 9 Tuesdays – A day where the end users could work in Banner 9 to get familiar with it. • The Banner 9 Tuesday email would include a tip of the day. • Encouraged users to practice in our testing instance.
The Benefits of Chrome River • No more printing paper forms! • Reports are automatically routed for you, and you can easily track where your Pre-Approval and Expense reports are in the approval process • Snap a photo of your receipts on your mobile device and send them to your Receipt Gallery • When entering mileage, google maps will automatically pop-up and attach a map to your report • Approvers receive detailed emails when a report requires their approval and can approve or return a report from the email • The system will calculate rates for you (ex: per diem, IRS mileage) • Pcard transactions related to travel will be housed in the E-wallet • The system will tell you if you are missing something before you fully submit a report • End Users have the ability to run reports such as: My Delegates, My Expense Approval Items & My Firm Paid Items
Create Training Materials & Guides • Ensure end users have access to stepby-step instructions. • Provide one-page reference guides/FAQs. • Record videos to provide demonstrations. • Communicate regularly - Weekly Chrome River tip emails. • Policies & Procedures should be up to date.
One Page Guideline for Pcards Basic info on Pcard use: must be a good not a service, tax exempt status, PIN numbers, etc. Books Employee Airfare/Train/Rental Cars Furniture IT Related Items Memberships and Subscriptions Campus Bookstore Supplies Credits/Returns Travel Food Purchases
Instructions on Running a Report in WORKS
Weekly Chrome River Tip
Training Materials Should Be Easily Accessible
Join Forces with Other Departments • BOF (Birds of a Feather) sessions are held with other departments that fall under Admin & Finance – Budget, Fiscal, Payroll, AP, Procurement & Contracting. • Each department presents on specific topics. • Allows us to collaborate across departments, work as a team, and maximize the benefit to the end users. • End users get clarification on what each department does and who to go to for what.
Review of BOF Presentation
Train in Bite-Sized Pieces • • • Smaller pieces of content are easier to understand remember. Allows end users to choose specific topics – personalize training. Administration & Finance to hold snack-size training sessions in January. Each session will be 15 minutes long. 10 -minute presentations will be followed by 5 minutes of Q&A. Topics will include, but not limited to: o Account Monitoring o Budget Transfers vs. JE Transfers o Chrome River: Tips on Expense Reports o Timesheets o Requisitioning Tips
The Benefits of Cross-Training Employees “Cross-training involves teaching an employee who was hired to perform one job function the skills required to preform other job functions” – Inc. com • Improves teamwork and collaboration amongst employees. • Employees get to learn new skills. • Allows your employees to provide better customer support. • Improved morale. • No disruption in work when employees are out or on vacation.
Cross-Training in Accounts Payable • Each AP member has shadowed a colleague to learn about topics such as: o Processing Invoices o Reviewing Travel o Reviewing & Approving Pcard Transactions o Check Runs o FUPLOAD • Each person is tasked with a specific check run which provides us with practice and maintains proficiency – Bank 01, Foundation, SASI & NARTP. • An Accounts Payable Manual was created so that anyone on our team can refer to it for instructions on how to complete a specific task.
Review of Accounts Payable Manual
Open to the Floor • Questions • Comments
Thank Your input matters! Please submit a session evaluation. PABUG Mobile App Session Browser http: //pabug. venudeskapp. com/sessionlist/? 2019 PABUG For CPE credits, visit our website: http: //pabug. org/events/cpe-credits/
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