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1 Yardi Voyager Training: Tactics and Strategies to Consider By David Wolfe, CPA President of Lupine Partners

2 2 - Yardi Voyager Training: Tactics & Strategies to Consider Everyone s Primary Concern What is the cost of NOT being trained properly for your Voyager implementation? You run the risk of the entire implementation effort being all for naught if the users cannot use the system in the manner it was intended. Any custom reports that have been created, the entire data conversion effort, and the setup of the individual modules will be a throw away if the users cannot use the system. You run the risk of the entire implementation being deemed a failure - I ve seen this happen. Generally you have about a 45 day window for the user base to say either 1) they love the software or 2) they hate it. Once they ve made that emotional decision, it is tough to change their minds. Bottom line here is don t go cheap on the training. It is the last piece to the entire implementation effort, but if it is done poorly then everything that preceded it could possibly be time wasted. Look for this money symbol throughout the guide it will alert you to things that could impact your costs.

3 3 - Yardi Voyager Training: Tactics & Strategies to Consider Training Categories Is there a difference between module setup training and end-user training? Yes. Module setup is training at the beginning of the implementation to show the points in the software where decisions have to be made by users to determine how they want to use the flexibility in Yardi Voyager. As I ve said many times before, there is good news and bad news when it comes to using Voyager. The good news is it has terrific flexibility. The bad news is it has terrific flexibility. You, the user, have to determine how you are going to set up and configure the system so it works for your organization. It really isn t even training. It s a demonstration of flexibility which leads into a decision making process of how you want to set up the software. End-user training occurs at the end of the process. It shows how to use the software in your daily, weekly, monthly, and annual work activities. there is good news and bad news when it comes to using Voyager. The good news is it has terrific flexibility. The bad news is it has terrific flexibility.

4 4 - Yardi Voyager Training: Tactics & Strategies to Consider What is better Train the Trainer or direct end-user training? Good question. There is not really a better answer. First of all, what is train the trainer? This is when the Yardi trainer comes in and trains people within your organization to give them the software product knowledge, and these trainees will go and train the remainder of your organization. This is in opposition to trainers coming in and training directly to everyone in your organization. In the Train the Trainer model, the internal trainers are kind of a middle man in the process. They obtain the software knowledge and then go from there. The Train the Trainer approach can work very well if you: Have a training department Have many, many users to train or properties to roll out Have somebody who is naturally adept at training or software and has both a strong urge and the time to lead a training effort Otherwise you are probably better off hiring out the end-user training process.

5 5 - Yardi Voyager Training: Tactics & Strategies to Consider Data Options Should you use your own data during training or utilize a training/sample database? Ideally you should use your own, but practically speaking this is difficult to do and it s usually not cost effective. The reason this is typically not cost effective is because your database must be set up to be meaningful in a training environment. The necessary setup would include being able to demonstrate various functionality in the software, and sample or training data has already been set up to accomplish this. Your data is usually the remnants of the data conversion orchestration effort and probably has not been set up in a useful way. The question is this: What is the cost/benefit to setting up your database for training just so the users will recognize the properties, units, and tenants? Yes, they are more familiar with the data, but does it actually help them learn the software faster or better? My thought is no. you can spend your finite time and resources in other areas on the implementation. Just use a training or sample database.

6 6 - Yardi Voyager Training: Tactics & Strategies to Consider Is there any benefit to the trainer having a copy of the database prior to the training? Yes. This way they can see how your system has been configured and can have their training database (if not using yours) configured the same way. This way the functionality the users are trained on is the same as what they will see when they get back to their desks and start using the live system. Don t skip this step. It is very important for the trainer to know your configuration. If they don t care to see it, get yourself another trainer. This means you will probably get a canned training that won t suit your needs. WARNING: Do Not Skip This Step!

7 7 - Yardi Voyager Training: Tactics & Strategies to Consider Training Process Strategies Should the training agenda be customized to your particular needs? Yes. Do not accept a canned approach. This means you are going to have to be proactive with your trainer. I recommend you go ahead and create a first draft agenda and send this agenda to your assigned trainer. There will be some back and forth between you and the trainer as you strive for clarity. If you do not do this, then you are going to get a canned agenda that almost assuredly will not suit your needs. The trainer is not going to know what your hot spots or pressure points are, or what your weaknesses are. There is no way for them to know. Do not abdicate this responsibility. You want an agenda that has been customized to your needs and desires. Should the users be allowed to 'play around' in the software in the beginning of the implementation process? I don t like it and I have always felt this is an undisciplined approach to software implementation. People make decisions about the software and perceived functionality without the education (read: training) to discern whether what they are concluding is true or not. I have seen unnecessary freak out by users when allowed to play because they make these poor conclusions. In my opinion, there is very little upside here. Playing is not working. There is a definite potential downside, and there are better things to do in the project at this point in time than playing in the software sandbox.

8 8 - Yardi Voyager Training: Tactics & Strategies to Consider Does the trainer have to be part of the implementation project team? They don t have to be. But if they haven t been then they do need to be brought up to speed as to how the Voyager module was configured and other relevant items that only the project team would know. The training could have bad outcomes if the trainer and the project team are not in sync. This doesn t have to be a big deal, but a coordination meeting should be held to discuss the status of the implementation, the training dates, the training agenda, special needs and nuances of the people being trained, and things you DON T want to be trained on. Training Nightmare In 1995 a client of mine in Santa Fe, New Mexico flew me in for the day to train a new employee on how to use their property management software. Prior to the training, I asked several times if there was any preparation I needed to do prior to the one-on-one session. Each time I was told to just show up and we d have a freewheeling session. Went against my better judgment, but okay. John picked me up at the Albuquerque airport and we drove into Santa Fe about an hour s drive. I asked a few more times about how he saw the day going We get to their office and he shows me the conference room door and he tells me we ll be working in there. I walk into the conference room and there are 12 people in the room. All wanting to be trained by me! I have no agenda, no computer, no computer set up and to make matters worse the topic was not one of my strongest.

9 9 - Yardi Voyager Training: Tactics & Strategies to Consider I began to feel the sweat on my forehead and back, and to smell the stench of embarrassment and failure. I went and found John and did the 1995 version of WTF. He thought he had told me there would be an entire group to be trained. (We were JUST in the car together where I asked him that exact question!) Long story short it was a tough day but I got through it. Having a sense of humor helped. Big lesson learned always assume that there will be more people attending than you thought. Always assume that the room will not be setup properly. Always assume that the technology will not work. Be ready for all contingencies, because when you are in front of a group of people, forces always seem to work against you. This experience made me a better consultant as I had to struggle against a lot of obstacles that day but I made sure that nothing like that ever happened to me again. And it hasn t. Be ready for all contingencies, because when you re in front of a group of people, forces always seem to work against you.

10 10 - Yardi Voyager Training: Tactics & Strategies to Consider Timing Tactics How close to go-live should your end-user training be? Ideally right at the Go Dark time period. Go Dark is when you are taking down the old system and right before you go live with the new one it is the time period when you have no active system. There is typically a two to three day period when your data is being converted from the old system to the new. During that dark time period is the ideal time to train your users. When the training is over, the data from the old system has been converted and everything is ready to go. The users can then begin going through the list of items and tasks that need to be covered while they were off at training. (Because for that 2-3 days there will have been no system and any transaction that occurred during those 2-3 days will need to go into Yardi Voyager ) So the final answer: User training should be as close as possible to the go-live deadline. If it is more than two weeks before go-live, everyone will probably forget what they learned in training and you run the risk of having to retrain.

11 11 - Yardi Voyager Training: Tactics & Strategies to Consider Should training be held concurrently with the final data conversion effort? In my opinion -- yes. And this is something Lupine has been able to accomplish a large number of times over the years. There are two goals: 1) to maximize resource usage the people doing the data conversion are not the same people who are leading the training effort, so you can have simultaneous efforts, and 2) to reduce the amount of time for end-users to forget their training. Ideally the system users go to training, get out of training, and then go live with Yardi Voyager. If they go right into using the system (and not back to the original, old system), everything they learned is fresh and quickly reinforced.

12 12 - Yardi Voyager Training: Tactics & Strategies to Consider In the Classroom Should the training occur at your office location or should an outside training room be used? Ideally, get a training location. Everyone will be able to focus more: no phone calls or s, and the boss won t be coming along and disrupting the flow of the session. This will most likely cost more because you have to go rent the room, but it s quite possibly worth it considering the cost of software failure What is the recommended training class size? I would say between one and ten. Once you get over ten, even the most disciplined groups will break down and begin having side conversations. Once they begin having side conversations they obviously are not listening to the trainer. The trainer is now training two to three different groups, all of which are having various conversations. So, the smaller class results in higher focus of the attendees. If you want to train more than ten people, I recommend breaking it into two or more sessions. Even though it is more expensive, I would always lean toward having smaller groups more learning will occur. Remember, if you go through the process and the system users do not learn the software you run the costly risk of a failed implementation

13 13 - Yardi Voyager Training: Tactics & Strategies to Consider What is the problem with putting beginner and advanced users together in a training session? All of us have been on one side of this over the years where you re the smart person and there are newbies in the class and you are bored. Or you re the inexperienced one and everything is going over your head. It s the same with Yardi - if you make the mistake of combining groups with varying levels of experience or interest, you run the risk of one side being bored while the other side is overwhelmed. This is a question and analysis you need to do in advance because your goal is to get everybody trained. You may think you are saving money by putting everyone in the same class, but only half the class is really being trained. In the end, you have not furthered your goal of getting everyone trained on Yardi Voyager. You didn t really save any money if one group did not get what they need. Resist the temptation to save money on training. If you want to cut corners, do so elsewhere. In order to get more people trained, does it make sense for some of the trainees to listen in by phone? This does not work. Period. The people on the phone will be checking and working on their regular job tasks. No training will have occurred. You are better off not having them attend by phone at all. If they attend the training by phone, in their mind they will have been trained. There may be a check box marked off by their name, but they will not actually have the required software knowledge. Resist the temptation to save money on training. If you want to cut corners, do so elsewhere. Invest as much money as you can here have more sessions, not less. Have smaller classes, not bigger. Be smart about this, always keeping in mind that a failed implementation is much more costly than a few extra training classes.

14 14 - Yardi Voyager Training: Tactics & Strategies to Consider Are their certain training protocols that should be in place in order to maximize the training process? Here are some training rules we regularly use at Lupine while conducting training: Write down your questions. Do not interrupt the instructor as they are going through the training. There are more people in the room besides you. We will get to your questions at the appropriate time. (Discussions on the use of a parking lot are forthcoming ) No side conversations, meaning with your neighbor. Besides being rude it prevents the person you are talking to from hearing the training. Side conversations are extremely disruptive. No cell phones, for what I hope are obvious reasons: they are disruptive to you and the entire class when they ring. And there is no better way to ensure your own failure than to spend your training time texting You can return calls during break. No . You need to focus on what the instructor is saying, not on answering your mail. Multiple breaks. This is an intense process. I usually go 50 minutes at a time with 10 min breaks and then quickly go on this leads right into the next point Start and stop on time. If you re going to start at 10, then start at 10. When I run a session that starts at 10, at 10 o clock I start talking. You have to keep these things moving at a pretty brisk pace. I see most training sessions break down due to a lack of discipline. These sessions are short bursts of concentrated activity. One way to ensure that everybody maintains focus is to tell the users that they will be tested at the end of the training. Then test them.

15 15 - Yardi Voyager Training: Tactics & Strategies to Consider Can the training be done remotely or should the trainer be in the room? Final end-user training must be done in person. You have to be able see students reactions and monitor the room to see what s going on, while they must be able to see your face as you re teaching the product. Even with new technology there are some things that still must be done face to face to effectively communicate person to person. Remote training can be used to work through particular software or user issues, but it s not a full end-user training. Don t try to save money by not having the instructor be in front of your people who need to be trained. Trainer s Perspective: If you are leading a training session and the room is set up lecture style, an effective technique is to either teach from the back of the room or to walk the room as you talk. If you teach from the back, you can see everybody s computer. Here s what you will catch: People jumping ahead of the training People answering People surfing the internet People surfing Yardi Voyager It makes people uncomfortable when you stand behind them in a training situation. The flip side of this is that it makes me very uncomfortable (and annoyed) for clients to pay me a fee and then to not listen to the knowledge I have to share. For some people, going to training is the equivalent to going on a field trip when we were all younger. They revert back If you want to really see what is going on in your classroom spend some time in the back of the room.

16 16 - Yardi Voyager Training: Tactics & Strategies to Consider Tools of the Process What do you think about using quick guides or student aids? I think it is a terrific idea. Even though user guides are provided by Yardi, the fact of the matter is most people won t use them. It s not because they re not well written - they re thick and daunting and most people just want a quick guide to show them how to do what it is they are going to be doing day after day after day. People will use index cards or one page documents showing them how to do repetitive tasks. Part of your training implementation program should be having these guides and or aids created. They can be passed out during the training session, after each training module, or at the end of the entire training process. When trainees go back to their desks after going through the Voyager training they will have these guides available to use during the first few weeks. After that, most of the repetitive tasks have been memorized and the materials will no longer be needed. (But they can be used by new employees don t throw them away!) Do you recommend that each trainee have their own computer for the training session? Definitely. With software it doesn t translate to just watching what is being done. And sharing doesn t really work either because the buddies will talk among each other. One person in the pair will become the teacher while the other becomes a student, but both need to be students. It is just not a good dynamic to pair up and watch a software training session. You must have hands on keyboards

17 17 - Yardi Voyager Training: Tactics & Strategies to Consider What are the pros and cons of having internet connectivity during the training session? There are no pros. There are only cons. If you give people access to the internet, they will surf, they will check , they will turn on instant messenger, they will check the news, and they will check their stock quotes. You get the idea. If you choose to turn it on, only do so if you need an internet connection for the training session itself. There is no other upside. What is a parking lot and how is it used during a training session? A parking lot is a tool to temporarily park a question that, while important or relevant, is not so at that particular moment. With the proper use of this tool the training can continue on pace and not get sidetracked by a wellmeaning question that is not relevant at the moment. The valid comment is saved and addressed later. Typically the parking lot is a white board and I assign somebody (not myself) the role of actually standing up and writing the item down so everybody sees their valid comment is captured and will be addressed. A dynamic is established where training attendees don t mind when their question is not being answered because they know it is in the parking lot. At the appropriate time all issues/questions that have been parked will be addressed and discussed by the entire group. If you use a parking lot for your training sessions then you will have much more disciplined sessions. You now have a respectful methodology of how to deal with questions that are either not on point or premature in the training process. I usually ask permission at the beginning of a session to use a parking lot.

18 18 - Yardi Voyager Training: Tactics & Strategies to Consider About the Author David Wolfe, CPA is widely regarded as a leading authority on software selection and evaluation. He has been the lead consultant on numerous software selections and implementations since he founded his software consulting firm, Lupine Partners ( in His rational and systematic approach to software selection and implementation has won him loyal clients across the United States. When he is not traveling and assisting companies with their software concerns around the country, David lives in Dallas, TX with his wife Susan.

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