In the initial post of this series, we discussed the use of formal classroom training and its value in the education strategies for commercial software implementations. In this second and final post, we will review the opportunities later in the project and the opportunities intrinsic to certain methodologies.
Formal Demonstration
After formal training, the requirements definition or gathering process can begin. By using the formal training as the foundation, the customer team has a better understanding of the available options within the commercial package. The project manager can reinforce the classroom training and supplement the requirements process by using the software to demonstrate and illustrate the functionality under discussion with the group. This begins the transition from understanding the software in theory to understanding and collaborating with the implementation team on how best to configure the commercial software to the customer business. The side benefit is increased acceptance of and understanding of the solution by the customer as they participate in and help to define the solution.
Prototyping
If a prototyping-based approach is chosen by the project manager, this affords good opportunities to integrate the training and development into a single activity. Education on the screens and functionality will naturally occur when the end users define the solution operation. The key is to use functional prototypes so the details of the screens are known vice demonstrating wire frames which leaves some doubt. When implementing a commercial package, the focus is on the options available for configuration so the focus initially is more on the administration screens which govern the operation of the end user screens. Once the available options are known and the mechanics of configuring, then the focus can shift to how the end user screens operate with any given configuration. This process is iterative by nature so the knowledge is re-enforced of how to configure the commercial software to achieve a desired end user experience.
Testing
One of the final opportunities to educate the end users before the traditional pre-deployment training. The initial testing phases including a traditional system test or user acceptance training afford chances to both flush out the details of the functionality but also reinforce what has been learned to date by exercising the features of the solution. Besides the project team, this form of education can be expanded to other groups to increase the set of end users who are proficient in the solution. This is especially important in a widely distributed set of sites or when the decision of acceptance is made by a group larger than the project team. Similar to the prototyping approach, exercising the screens will naturally result in the accumulation of knowledge and proficiency on the solution.
Playground
Finally, the use of a training or playground environment is a traditional manner to educate customer on their emerging solution. This environment is typically independent of any formal development or testing environment so the individuals looking for education are not impacted by the instability of the development and testing environments. This also affords an environment for other traditional activities such as test planning. When using a playground environment, it tends to be easier to provide some structure such as use cases or a test planning activity initially. Once more proficiency is gained, the freedom to exercise the functionality in a more ad hoc fashion can be carefully managed.
The education opportunities defined in both part 1 and 2 of this post identify options for a project manager in either a custom development or commercial software implementation. The use of any number of these suggestions is a project specific decision.
Other recent posts include:
PodCast: Interview on Resuscitating a Red Project Team
Anxious Customer: Options on what to do Part 1
Resuscitation of a Red Project Team
Have Multiple Releases: A Different Approach to Maintaining the Branches
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Posted by: Katrina | 10/14/2011 at 01:16 PM