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For ERP/Solution implementation, there should be a Implementation team in place. That means we should train the trainer first as the trainer would be a part of the implementation team. The trainer can then train their respective business units / divsions after making a detailed training schedule. This will help to cover each and every team member of the business unit/ divsion and will also help to maintain expertise in each business unit (the trainer) who can resolve queries independently of the system users. This will also save a lot of time and efforts of the system users.
The approach depends on the size of the organization. If you are talking about a userbase of 10-50 then IT can directly train the end-users. If the organization is large with a userbase of more than 50 or 100+, then it would be extremely difficult for IT to train all the end-users effectively and it would be more painful to maintain the competency level of the workforce on long terms basis.
Therefore on broader terms, it is highly recommended to handpick business experts from each functions or department who can work broadly in multiple functions, who has the ability to train others in their process, can deeply understand and explain IT tools and train them to become the trainers of end-users. i.e. improve End-user competence through Super Users.
Whenever an EUs reports an incident the SU must resolve their issue before opening ticket with IT. this procedure will ease up the life of IT as well as end-users. it will also strengthen the bridge between IT - SU- EU link and improve the competency of everyone.
Firstly, it is completely depends on the type of the solution we are going to implement within the organization. We should check if the solution is a stand alone solution which serves only single set of users of a particular business unit within the organization or if the solution is an integrated solution that serves all different users from different business units within the organization.
Secondly, it is solely depends on the requirements of the organization. If the organization has enough budget to cater for training all different users from different business units within their organization, we can suggest the organization with a train the end-users method. If the organization do not have enough budget to cater for all different users then we can suggest the organization with a train the trainer method.
The above mentioned scenarios are interlinked to each other and works well in correlation with each other.
The business should always be guided by the technical team in selecting or approving any kind of training method while implementing any New Solution/ERP/Application within the organization.
Key Points:
1. Make sure the organization has granted enough budget for any of the training methods.
2. Make sure the organization supports in providing all kinds of arrangements and tools which are required for any training.
3. Make sure the organization is held responsible for their business unit users attendance for training.
3. According to the psychology of different users of different business units, they are very much interested in the features or functionality i.e. related to their business units only. Hence it is better to organize the training in batch mode with specific functionality for specific business unit users through which we can gain full attendance to the training.
4. Training the end-users can be lot of fun if at least 80% of the users attend the training.
Both method are recommended. First priority to the trainer and later on to the user.
The in house trainer is always required to guide the new user
