End User Training
End-user training is essential to ensure acceptance and effective operation of new processes or systems. The timing of training is critical and must be carefully planned. Some users may need training at an early stage in order to contribute to the development and user acceptance testing phases of the project. In the case of other users it is futile to train them too long before they are required to use the new process or system.
Familiarity Training for System Operation
Large numbers of users will require detailed training to thoroughly understand the features and functionality of the replacement system and the changes in business processes that have been introduced to enable them to operate the system effectively and efficiently after go-live. It is likely to be appropriate to break down this training into two different types:
| Operational Training | should be used to provide central and departmental users and internal support staff with detailed knowledge of how modules/elements of the system operate and are integrated and the new and amended business procedures |
| 'How To' Training | should be used to provide those users who only use one aspect of the system on a day-to-day basis with detailed knowledge of how to use their specific aspect of the system. |
In our environment we also tend to work to tight processing cycles. It is no use expecting managers to release staff for training in the middle of student enrolment or exam boards. The commitment of line managers is of course vital to ensuring the success of training. The project sponsor has a role to play in ensuring that all managers understand the importance of training and send staff to scheduled sessions. They also need to send the right people. A recent example of this not happening occurred in an organisation when a well-planned training programme went awry when staff cancelled bookings at the last minute and managers sent very inexperienced staff. The system implementation team found themselves training staff in the basics of the job role rather than in the use of the new system!
