Pegasystems is one of the few vendors that truly can boast of a holistic suite of offerings across BPM, BRM, CRM, Dynamic Case Management, Marketing Automation and Predictive Analytics. As proof of this point, Gartner has rated Pega as a leader in the magic quadrant for BPM, CRM and Dynamic Case Management. This strong positioning in the market place has catapulted Pega’s license sales several fold in the past few years. While this has increased adoption of the technology, it has also created execution gaps due to its steep learning curve. To really optimize the investment in the technology, the project implementation team needs to possess a deep knowledge of Pega’s design techniques, implementation guardrails as well as it’s out-of-box functionality. The irony is that one can build the same functionality using either 10% of Pega’s OOB functionality and 90% of custom Java code or 90% of Pega’s OOB functionality and 10% of custom Java code. The impact of the different approaches will be felt only after a few releases when it takes much longer to build enhancements or extensions with the former approach.
Pega has done a remarkable job of addressing this execution gap through two programs – a) Pega Academy and b) Partner Enablement. However, given the complexity and robustness of the technology, while these programs are great to get started, they are not sufficient. What project teams need is a continuous mentoring and coaching program that builds on the Pega Academy courseware and exposes them to real-time, hands-on exercises over an extended period of time.
Serendebyte is addressing this challenge successfully by creating and conducting extremely high-touch and personalized enablement programs for its consultants. These programs are availed of by both new joinees and existing employees. We have created extensive training material consisting of power point presentations, use cases and case studies along with training instances on an Amazon cloud environment. Every employee (new and existing) is assigned a technical mentor who spends a minimum of 15% of his time on mentoring and coaching them on Pega.
Some of our key learnings from implementation of this program internally are highlighted below:
1. Pega Academy is a great starting point for someone’s Pega journey. However, it needs to be augmented by a more focused and personalized enablement program under the watchful eyes of a mentor.
2. Class-room sessions have limited value; there is no substitute for on-the-job learning.
3. Create a repository of internal projects that the trainees can work on before being exposed to customer projects.
4. If you are big on building solution accelerators on top of Pega platform like we are, engage the trainees in support and minor enhancements of the assets.