User & Operations Training

From Open Sustainability

Activity: User & Operations Training

Objective

The User & Operations Training activity ensure that the users are able to operate and maintain the system going forward. Failure to adequately train and educate users is often a key reason for a perceived project failure.

Training may take many forms such as computer based learning, instructor lead training, communications and change management activities. Based on the outcomes of the training needs analysis this training should be target to the appropriate breath and depth.

If the implementation includes packaged tools, then the product vendor may offer training classes for both users and operations staff. Often these courses can be tailored specifically to the client environment including the use of actual data. If this option is taken then most of the tasks for this activity will be undertaken by the product vendor. However, it is unlikely the whole solution architecture will be packed and supplied by one vendor. Subsequently it will still be important to provide specific training to fill the ‘gaps’, particularly for the operational staff.

Even if using training provided by a product vendor it is essential that the business context of how the system will be used and how it related to the business model is conveyed.

Major Deliverables

• User and Operations Training

Tasks

Create Training Environment

Objective:

The training environment establishes the processes and technologies needed to develop materials and train users on system operations. A typical set of training processes and standards includes:

• Training methods
• Training techniques
• User readiness validation

The training environment consists of the specific tools, technologies and processes needed, which includes:

• Training tools and facilities
• Control processes
• Operations support
• Migrated software into training environment. Oftentimes training will be done in a testing environment.

Input:

• Training Audiences Identified
• Training and Administration Guide Requirements

Output:

• Training Environment

Finalise Training Courses

Objective:

The training courses required are based on the expected organisational impact of changes to new systems and processes. Areas to be addressed are:

• Objectives
• Course sessions
• Learning objectives
• Participant materials
• Instructors
• Participants
• Schedule

Input:

• Training Audiences Identified
• Training and Administration Guide Requirements

Output:

• Training Course Outlines

Develop Training Materials

Objective:

Training materials include the documentation used by the instructors and participants in the training classes. Training materials generally include:

• Overview presentations
• Case studies
• Demonstration scripts
• Participant materials that can be used after the class

Input:

• User Documentation
• Operations Documentation
• Desk Procedures Documentation
• Help and Tutorial Facilities
• Finalised Training Courses

Output:

• Training Materials

Conduct User Training

Objective:

Training sessions provide the knowledge transfer to users on system operations and related processes. User knowledge is assessed at the conclusion of the training sessions to determine their readiness to adapt to the new system and processes.

Input:

• Training Environment Ready
• Finalised Training Courses
• Training Materials Ready

Output:

• Trained Users

Conduct Operational Training

Objective:

Operational training can be considered as much a knowledge transfer process as directed training. The operational support of the information management environment is crucial to the on-going success of the project. The overall satisfaction of the client will not be based solely on the initial impression at launch, but rather on the on-going performance of the system. The long-term performance of the system is dependent on the staff that support and maintain it. Therefore, it is vital that this training is not overlooked.

Input:

• Training Environment Ready
• Finalised Training Courses
• Training Materials Ready

Output:

• Trained Operations Staff

Core Supporting Assets

Yellow Flags

• Users are very unhappy with the system and do not believe it meets their requirements
• Resources with key skills are no longer available to help with training
• Training environment is not representative of the system the users will be working with in production

Key Resource Requirements

• XBR Process Manager
• Functional and technical input from respective solution areas