The issue of training is something that has crept on to the virtually agenda of every firm in the country, no matter what the size. The prime catalyst for this has been the information technology revolution and the growing amount of hardware and software now powering the modern business. While the arrival of an IT infrastructure into an office has untold benefits in terms of increasing productivity, it also brings a greater amount of complexity into managing the business environment.
Nowadays many firms expect their staff, no matter what the position they hold, to be able to use the tools they are provided with. High-tech solutions have crept into every area of the business, from record keeping to communications, and it’s crucial that those using these systems know what they’re doing. On the job training, such as information and skills passed on from colleagues, will only go so far. Often something else is needed to bring your staff up to speed with the applications they’ll be using, and it’s here that formal training comes into the equation.
Headaches
For managers though, training can often present a whole new set of headaches. Who needs training? On what should they be trained? And, just how much training do they need? With the economic environment still somewhat frosty in Ireland, managers may take one look at the fees for training on all the applications they use, multiply it by the number of staff they have and balk at the figure. However, cost-conscious managers shouldn’t dodge the issue. A carefully formulated training strategy will ensure that costs are kept down to a minimum. Secondly, it should always be borne in mind that training can often provide a return on investment. Staff who know how to get the best from applications are often far more productive, often saving the company money in the long term.
‘The first thing you have to do is look at what applications you’re using with your business and identify where the skills gap is,’ said John Feeney, general manager at Calyx, a Dublin-based specialist in IT training. ‘In that sort of situation, if a client comes to us and they didn’t really know what exactly they wanted, but knew that their people wanted training, we’d do a skills gap analysis for them. Basically, we’d send them out questionnaires which serve to identify the particular knowledge level on the product. If there are a number of people involved, it helps to group particular skills levels together and give them one particular level of training and another group at another level. It allows you to group your people and helps you get value for money on your investment,’ he explained.
Entry-level ECDL
The root of all IT training is in the basics, such as using the Windows operating system and operating key productivity applications such as Microsoft Word, Excel and PowerPoint. At this stage of the game, it’s reasonable to assume that much of Ireland’s workforce is in some way computer literate. It’s a view that that Feeney concurs with. ‘People are far more competent these days when it comes to the basic skills, especially the younger generation. However, the demand is still there for entry-level courses. People have the basics, but they want to bring their skills up another level,’ he said.
Eileen McGinn, managing director at Ashfield Computer Training in Dublin, is another who feels that entry-level training is in demand. ‘We still have a very high demand for ECDL (European Computer Driving Licence) courses at present. However, in tandem with this, we’ve seen a large increase in numbers for MOS (Microsoft Office Specialist) training, so much so that the numbers are in line with ECDL at present,’ she said.
ECDL is, by now, a long established qualification, widely seen as the first level of certification in IT training, which provides a core grounding in basic computer operation and productivity applications. The standard has received some competition of late with the arrival of IC3 (Internet and Computing Core Certification), which covers much of the same ground; examinations are conducted online and scored immediately. The MOS qualification, meanwhile, is a step further up and is designed to enable users to get the most out of the many features of Microsoft Office applications, such as Word, Excel, PowerPoint and Access.
Broadening bases
Another trend that can be seen is that firms are these days not only expecting employees to top up on existing skills, but also to broaden the base of skills they possess. ‘There was a time when some tasks were outsourced to contractors. However, companies are finding that the costs associated with this are often quite high and there are a lot of people who want to bring these skills in house now,’ said McGinn. She cited an upsurge of interest in publishing and production courses revolving around the likes of Quark and Adobe Photoshop as one such example. Another area of growth is in Web design. ‘Many companies operate their own websites these days and they are beginning to expect their own staff to update and maintain them,’ she explained.
Applications, however, are not the only area where SMEs are recognising a need for further training. ‘Networking, network security and telecoms are big areas of concern for companies of all sizes,’ said Mary Hurley, corporate account manager at Global Knowledge, a Dublin-based firm which delivers a broad range of IT training courses. Course content is set by Global Knowledge, as well as material specific to such leading companies as Cisco, Nortel, Oracle, Red Hat, Foundstone and Internet Security Systems (ISS).
‘When it comes to telecommunications and e-Business, there’s also a huge level of interest. More and more firms are moving to do their business online and in turn, we find that there is a huge requirement for training in IP and in telecoms issues, such as Voice over IP,’ said Hurley.
Security is one issue that most training providers have noticed an upsurge of interest in. The arrival of broadband is said to have had much to do it. Telecoms regulator, ComReg announced in December that there was a huge increase in the number of DSL broadband subscriptions, which nearly doubled from 7,350 to 13,350 during the third quarter of last year. However, the availability of affordable, always-on connections to even the smallest businesses does come with its own set of problems. Broadband means a business is online 24/7 and increases visibility on the Internet. With this comes the increased likelihood of attacks and firms need to know how to protect themselves, both to avoid losing valuable data and, often more importantly, customer confidence.
Electronic accounting
Another area relevant to SMEs is, of course, accountancy and payroll software. The move to electronic accounting systems has been underway for sometime now and even many of the smallest firms are now operating some sort of payroll software. Training on these applications may often help accounts staff get the most from the applications and pay off in terms of increased productivity in the long run. Training courses are widely available, both from the vendors themselves and third party providers. For example, Sage, probably one of the best-known names in the accountancy and payroll field, operates its own training programme on all Sage applications. The company has an on-site training facility and will also consider visiting a firm should the need arise. ‘Our training is quite straightforward and doesn’t have to be terribly time or labour intensive,’ said Wayne Davies, Training Department manager at Sage. ‘With regard to our payroll software, often a day’s training will provide someone with a firm grounding in the product,’ he explained. When asked about how many Sage customers avail of their training, Davies replied wittily, ‘not enough’. However, he did point to studies that found that approximately 60 per cent of firms were not using software to the fullest of their abilities. ‘That more than anything illustrates the kind of return on investment you can get with proper training,’ he said.
Across the board, the message was loud and clear, ‘a little learning can go a long way’. Skimping on training budgets may help save the pennies in the short term, but it could affect the long-term productivity of your operation. If staff gain the know-how to get the best from the applications they are running, the cost of a training course shouldn’t be seen as prohibitive. After all, businesses spend vast amounts on equipment and software. Wouldn’t it be wise to learn how to use it properly?
23/03/04
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