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User Trainings For Large E Buisness Projects V2

Often e-commerce players purchase expensive software to support their business.
A very relevant question that arises after the system roll-out is "How can i train my user to use the new system".
This presentation can help YOU to assist your clients in better acceptance of the new software and its effective use.

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User Trainings For Large E Buisness Projects V2

  1. 1. Training Projects Amsterdam, January 30, 2015 How to Offer End User Training Activities to e-Commerce Players …
  2. 2. Page 2 Objective Position and Justification of End-User Training • Understand Training for Customers • Appreciate the effort • Discuss the oportunities
  3. 3. Page 3 Observations & Conclusions Position and Justification of End-User Training • Observations: Training is needed sooner or later at each project/customer • Not required, until (desperately) needed • It comes as an after-thought, therefore: late ! => Not planned => Not budgeted => Misunderstood and underestimated • Not offered by default • Conclusion: Training is a vital part of each commercial project to enable the customer getting their business value out of it!
  4. 4. Page 4 The Client: “I got my e-Commerce system. How to work with it?” Position and Justification of End-User Training • Main Questions … • .. But also … … how can I educate my key people? … how can I use the new system? … how can I test my platform? … how to educate my dealer network ? … my e-business is innovative, how to share this idea? … what do I need to do to “Go Live”?
  5. 5. Page 5 To Set the Context, Here are Few Examples … Position and Justification of End-User Training 1. Hands-on usage › How does hMC work? How to add prices? › How can I model business process in hMC? Is Oracle leading, or is PIM?? 2. General understanding of Roles and Processes › Who is responsible for the pricing in the PIM? › What is a category? What is a catalogue? › How do I make marketing-campaigns? 3. Measurement / improvement › How do I measure and improve traffic? 4. Customer support › How can the Helpdesk/Call center support customers? › Where are “error-records” left in ordering? 5. Testing › How do I test the system? › How can I report defects?
  6. 6. Page 6 Unic: “Training ?! … We Can Offer You… “ Position and Justification of End-User Training • People need guidance ! We can offer you: At the end it is just a regular project …. … with its specifics  •… Understanding of your needs •… Complete Advice what is needed •… Provide Training Curriculums •… Outline Content and Benefits •… Professional Delivery ! •… Help Your Users •… Support Your UAT cycle •…
  7. 7. Page 7 Phases and Activities Roadmap • Anatomy of Training • What is Important ? • How to Consult about User Training? • Financial/Cost Picture
  8. 8. Page 8 Core Parameters for a Training Activities and Deliverables • Minimum Info: • Objectives • Audience & Prerequisites • Duration • Due to • Content • Method • Place • Budgeted What do we need to know from our Clients ? Core Parameters
  9. 9. Page 9 Other … But important (!) Questions Activities and Deliverables Do you need Admin Training? Write a User’s Guide? Do you need help with Logistics? Do you need assessment tests? Evaluation form? What about online e-Learning Education? Do you plan a follow up training? Assure readiness of software … What else …?   The ChecklistConsider the price tags …
  10. 10. Page 10 Phases in the Project Activities and Deliverables • Discovery • Find what is needed, Plan • Preparation / Preparation • Source and Create deliverables, Prepare to deliver them • Delivery • Do it • Post-Delivery • Follow up Training Project Discovery DeliveryPreparation Post- delivery
  11. 11. Page 11 Discovery phase Activities and Deliverables • Steps: 0. Make a Proposal – 1 page, not more 1. Requirements Workshop: use Core parameters 2. Advice “what” is needed: use The Checklist 3. Outline TOC: use Matrix 4. Iterate 1-3 5. Propose conditions: prepare Work Order (WO) • Deliverables: • Matrix, Templates, WO At this point the project might not go ahead … Training Project Discovery DeliveryPreparation Post- delivery   Solution Input
  12. 12. Page 12 Preparation/Production phase Activities and Deliverables • Steps: 1. Feel comfortable with the system 2. Create material, re-use! 3. Seek feedback internally 4. Check your deliverables with Client ! • Deliverables: • PPT, User Guides, Media, Tests, PEs, etc.. Training Project Discovery DeliveryPreparation Post- delivery Solution Input
  13. 13. Page 13 Delivery phase Activities and Deliverables • Steps: 1. Educate and Mentor • Deliverables: • Actual delivery • Report: evaluation, status, satisfaction, etc. Training Project Discovery DeliveryPreparation Post- delivery Solution Input
  14. 14. Page 14 Post Activities phase Activities and Deliverables • Steps: 1. Evaluate the Delivery 2. Investigate what else is needed 3. Follow up • Deliverables: • Evaluation • Plans, strategy, etc. Training Project Discovery DeliveryPreparation Post- delivery
  15. 15. Page 15 Financial Aspects Activities and Deliverables Well …how much would it cost me as a Client? Here is a Recommendation: … at the end, it is not about costs, rather about benefits the learning brings ! Element Cost (in mandays) Preparation & Delivery: ILT 3+1 days / per day Preparation: User Guide ~ 5 days Preparation: Assessment Tests ~ 2 days Preparation: Trainers Guide ~ 2-3 days Delivery: E-Learning Depends … Discovery ~ 2 days … … Strong Assumptions: • SME available • Experienced Courseware Developer available • Documentation available • Quality is acceptable and representative • IxD is light; use of generic templates • Limited graphics and absence of media
  16. 16. Page 16 Vision to Reality Striving for Excellence … in Training Projects • What do we need to do? • Experience • Templates used so far • The Way ahead
  17. 17. Page 17 • Think about: • Establish good consulting practice for this type of projects • Who can be a Coach? How to grow a Trainer / Mentor ? • Can we make reusable training modules? • How to speed up Training creation? • Do we have experienced Courseware Developers? • Practical Tips What can We Do? … (take your Time to think it over) Vision to Reality What is your company’s investment to offer training programs? • Advocate education and embrace all training needs of your client • Do not forget your checklist ! .. It generates income • Use templates for rapid consultancy and feedback • Use user stories/cases as a major source of information • SME, SM and PO are good candidates for Trainers/Developers – soft skills and specialty (!) • Offer training as essential part of our standard contracts • Reuse and recycle
  18. 18. Page 18 More on Reusable Training Modules… Vision to Reality Each education: • addresses generic or specific audience • has a price tag • contractable & sellable • training logistics available = Portfolio of Solutions Just Imagine: A General E- Commerce Education !
  19. 19. Page 19 The Way Ahead Vision to Reality • Open discussion
  20. 20. De Ruyterkade 124 NL-1011 AB Amsterdam T: +31 20 561 77 29 Unic B.V. Page 20 Atanas Aladjov E-Commerce Consultant