Table of Contents
                  Section                Page
    Training Framework                     3
    Training Strategy & Needs Assessment   7
    Training Lifecycle Management         11
    Knowledge Transfer                    19
    Appendix A: Assumptions               25
                          2
          TRAINING FRAMEWORK
                    3
               Training Objectives
  Training Objective 1: Prepare Affected Business Users
  •  Business users will need to 
     know what to do (the new                 Training
                                              Delivery
     business processes) and how 
     to perform those tasks in the 
     new system                                                           Time
                                          e
  •  Training will minimize the           c
                                          n
                                          a
                                          m
     performance dip caused by            r                              Reduced 
                                          o
                                          f                            performance 
                                          r
     lack of familiarity with new         e
                                          P                               dip
     processes and systems
                                              Managed Change
                                              Unmanaged Change
                                              Go-Live
                                        *Source: Prosci’s 2009 Benchmarking Report
                                        4
                   Training Objectives
   Training Objective 2: Prepare Project Team
   •   MSU project team members 
                                                                                         OCM Issue
                                                      82%                                OCM Issue
       need to have the knowledge                          72%                         Non-OCM Issue
                                                                65%                    Non-OCM Issue
       and skills necessary to                                       54%
                                                                          46%  44%  44%  43%
       successfully implement and                                                             41%
                                                                                                   36%
       support the new business 
       processes and system
   •   Knowledge Transfer will                          e    p    s    t    s    s    n    t    s    s
                                                             i                   l
                                                        g         n    n    e    l    o    n    o
                                                             h         e         i    i    e    l    m
                                                        n    s    o         u    k    s         i    e
                                                        a    r    ti        s    s              S    l
       manage the transition of                                        m    s         n    m
                                                        h    o    a         i                        b
                                                        c    s    t    e         m    a    e         o
                                                             n    c    g    e    a    p    g         r
                                                        o         e    a    s         x    a         p
       skills from Cognizant to their                   t    o         n    a    e    e    n          
                                                             p    p         c    t     
                                                        e         x    a                   a         T
                                                             s              s    t    e              I
                                                        c         e              c    p
                                                             e         m    s              m
       project team counterparts                        n    t    c         e    e    o     
                                                        a    a    ti   t    n    j    c    e
                                                        t         s    c    i    o    S    g
                                                        s    u    i    e    s    r         n
                                                        i    q    l    j         P
                                                        s    e    a    o    u              a
                                                        e    d    e    r    B              h
                                                        R         r    P                   c
                                                             a    n                         
                                                             n                             o
                                                             I    U                        N
                                                         *Source: Deloitte Consulting study of 
                                                    5          Fortune 500 ERP failures
            Training Framework
  The Training component of 
  the MSU OCM Framework       Training Strategy & Needs Assessment
  has three elements:         The vision for how end-user training will be 
                              performed, along with an initial assessment 
                              of the training needs of each group.
                              Training Lifecycle Management
                              Design, development, and delivery of 
                              training courses, including assessment of 
                              session attendees.
                              Knowledge Transfer
                              How project team subject matter experts will 
                              be prepared for their involvement in the 
                              project, and their roles after Go-Live.
                               6