user trainings for large e buisness projects v2

Training Projects

Amsterdam, January 30, 2015

How to Offer End User Training Activities to e-Commerce Players …

ObjectivePosition and Justification of End-User Training

• Understand Training for Customers

• Appreciate the effort

• Discuss the oportunities

Observations & ConclusionsPosition 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!

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”?

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?

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

•…

Phases and ActivitiesRoadmap

• Anatomy of Training

• What is Important ?

• How to Consult about User Training?

• Financial/Cost Picture

Core Parameters for a TrainingActivities 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

Other … But important (!) QuestionsActivities 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 …

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 DeliveryPreparationPost-

delivery

Discovery phaseActivities 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


delivery

Solution

Input

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


delivery

Solution

Input

Delivery phase Activities and Deliverables

• Steps:

1. Educate and Mentor

• Deliverables:

• Actual delivery

• Report: evaluation, status, satisfaction, etc.

Training Project


delivery

Solution

Input

Post Activities phaseActivities and Deliverables

• Steps:

1. Evaluate the Delivery

2. Investigate what else is needed

3. Follow up

• Deliverables:

• Evaluation

• Plans, strategy, etc.

Training Project


delivery

Financial AspectsActivities 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

Vision to RealityStriving for Excellence … in Training Projects

• What do we need to do?

• Experience

• Templates used so far

• The Way ahead

• 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

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 !

The Way AheadVision to Reality

• Open discussion

De Ruyterkade 124

NL-1011 AB Amsterdam

T: +31 20 561 77 29

[email protected]

www.unic.com

Unic B.V.

Atanas Aladjov

E-Commerce Consultant

user trainings for large e buisness projects v2

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