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Information Technology - The Implementation Phase: educating users

The Implementation Phase: educating users

Image. The more effectively the users are trained in the system, the less
problems there will be with it.

Image. Each type of training has benefits and disadvantages. What is important
is that each company decides upon the most appropriate training based on
its individual needs and requirements.

Image. Where customers need to be included in the education program, the
complexity of the education program delivery increases.

Having created the environment for the deployment of the new system, it is
important that all of the users are educated in the use of the new system.
While this is an obvious step, it is a very important step in the success
of the new system. There are a number of training strategies a company
might employ when implementing a new system - from onsite training to
specialist courses.

Some of the factors that will need to be taken into consideration when
designing a training program include: the existing skill sets within the
company, the extent of the change, the funds available and the number of
users to be trained. In addition to this, decisions made in the
implementation plan will have an impact on the training programs as well.
This is because there may be elements of a proposed training program that
cannot be carried out until other parts of the implementation program are
complete. For example, the training program cannot commence until after the
new software has been written and tested, or if the training program is to
involve "hands on" experience with the new hardware, this cannot happen
until after the new equipment has been installed.

It is important that all users of the system are trained in its operation.
If the customers of the company are one of the direct users groups of the
system (such as bank customers and ATMs) then they will need to be included
in the education program.

Customer training increases the complexity of the program. This is because
there is significantly less control over the training that can be given to
the customers. (By this, it is meant that, while it can be mandated for
employees to undergo an education program, you cannot make customers do
this, even if it is in their best interests.)

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