How do I make sure the solution is used correctly?
With the best solution possible delivered, it can still fail if it isn’t used properly and maintained effectively. It is a common failing to spend so much effort building the solution that using/maintaining it correctly is an after-thought.
Inadequate business readiness can turn the best solution into a failure, and poor maintenance or user training can lead to a once-fine solution failing into misuse and decay.
Realizing the business benefit successfully, making it a successful project, demands using the solution right.
Identify the trainers and super-users, and engage with them and their management to secure their time and effort.
Prepare and deliver all the training materials and communications to stakeholders, including all maintenance and support staff, in plenty of time.
Prepare for the human aspects of go-live - shift rotas, overtime authorizations, coffee, muffins, pizzas, transport (car parking), out of hours access etc.
Carry out dry runs and simulations.
Create a complete set of guides, manuals and design documentation that clearly explain what it will and won't do - and PUT THEM WHERE EVERYONE CAN READ THEM.
Document the roles for users and maintainers of the solution, and detail their responsibilities, competencies and training requirements correctly and lodge with HR.
Check that training plans include the correct use and maintenance of the solution.
Check that all training is being followed for new joiners who will be users or maintainers.
Check with operational staff that no unforeseen issues are occurring.
Build a Frequently Asked Questions (FAQs) set on the intranet, where everyone can access them, and maintain them regularly.
Track performance of the solution to detect any trends in performance indicators e.g. speed, reliability, availability, failures, repairs etc and investigate any unexpected trends as soon as possible.