Training and knowledge transfer are key elements for the realization of the solution, and later for the acceptation of the project by the key-users, end-users and business owners.

Training and knowledge building consists of the following important building blocks:

• The project team training
• Documentation (for business processes, customizing, technical realization etc)
• End-user training
• Knowledge transfer

Project Team  Training

SOFTMAINT’s approach to project team training is outlined below :

• Pre-project / Preparation :
  • Initiate Training Needs Analysis (TNA), concentrating on immediate tasks that need to be done early to ensure that the Project Team is sufficiently trained to execute the process.
  • Key factors during this activity include:
    • The background of the project team members, including business and systems experience.
    • The areas of business being implemented.
    • The level of experience of project team members for each area of business (functional or technical).
    • The timing of the implementation (matching project team member availability with implementation time schedule, match the schedules of the project team members with each phase of the implementation.)
• Preparation for Product / application release :
  • Plan and prepare “Train The Trainer” course for Client’s trainers.
  • Plan and prepare handover training for the Client Team.

Documentation

As part of the deliverables SOFTMAINT will document the configuration steps in the documentation. Consistency and quality of documentation will be achieved through the following:

• The use of SOFTMAINT templates to give documentation a common ‘look and feel’
• Documents structured by functional area.
• Documents will contain:
  • table entries, enhanced by screen prints (when appropriate)
  • an index convention for numbering the documents to facilitate tracking
  • a review and change history section in each document
  • configuration links
  • it is easily accessible by a 3rd Party.
• Transition documentation: For Hand-over to application management / support as a standard project process, using documentation templates.

End user training

SOFTMAINT's approach to End-User training is based on a proven methodology where the belief is that users learn best by doing.
Our philosophy is one of flexibility and adaptability, offering the most appropriate methods and tools to meet the specific needs of the business. Given Client’s desire that key users will train the end-users, SOFTMAINT proposes ‘Train the Trainer’ (TTT) as the preferred method of delivery. This has the benefits of :

• permitting Client to build confidence and take ownership of training skills developed during the project and take them forward
• being cost effective
• being adaptable to the training needs of Client training e.g. focusing on business or system needs (functional and technical).

To this end, SOFTMAINT can run a pre-defined TTT course for Client trainers who require development in this area. The aims of our TTT course are to :

• introduce the key principles of learning
• outline the stages of the training cycle
• assist participants in the development of effective training skills
• aid participants to design, deliver and evaluate a training event.

Knowledge transfer

SOFTMAINT’s approach on knowledge transfer from the project team to the application management team is characterised by early, continuously and intensive involvement. Additionally we will set up a handover documentation and procedure.

• Involvement: From the beginning of the realisation, we will involve the application team by running cyclic technical 1-day-workshops, to keep them informed on the actual technical solution and the specific implementations. Also, the existing documentation will be discussed within these workshops.
• Documentation: We will give the application team insight in this documentation from the beginning of the realisation. For the handover there will be set up an explicit documentation like checklist etc.
• Handover process: We recommend having an initial handover workshop to start the handover process, followed by further workshop to transfer the knowledge. From SOFTMAINT’s experience, a handover ‘on-the-job’ during the implementation and Post implementation phase is the most efficient way to execute a handover. The detailed process will be compiled during the implementation phase.