Training the Users

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The key users of any system should be trained by people who really understand the system. Subsequently, occasional users can be trained by the key users and should look to those key users for support on difficult matters. The following points should be noted:

• training should usually be provided by the supplier and the cost identified in his/her proposal. Very occasionally the training could be provided by somebody in-house who has the relevant knowledge but this would be the exception;
• training can be undertaken on-site or off-site. Off-site has the advantage of less distractions but there tends to be a charge per attendance whereas on-site training tends to be on a per day rate for the trainer.
• training should always be coupled to use and should be broken into manageable chunks. For instance if a sales ledger was being set up, the training might well be split into:

* how to add, amend and delete customers and take prints of these details;

* a week or more practising setting up, and amending, customer records;

* further training on how to add, amend and delete transactions such as invoices, payments, and adjustments;

* a week practising setting up, and amending, transactions;

* further training on how to extract data and produce reports;

* several weeks entering all the live data.

This ensures that the training is used whilst still fresh and becomes second nature before the next part is given.