Designing & Delivering of End-user Training for ChaRM : Change Request Management System
Niaz, Waheed (2022)
2022
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2022111222529
https://urn.fi/URN:NBN:fi:amk-2022111222529
Tiivistelmä
This thesis focuses on developing a process of training design and delivery for the case company based on the requirements from the stakeholders. The case company has introduced new change management system ChaRM and due to lack of a tailored training package, the company could not utilize true benefits from the new process. Therefore, there was a need to address this problem. The current state analysis refined the problem as the need for, first, developing a training material, second, developing the training pipeline for the training delivery, and on top of that, the need to launch a channel for the post implementation support.
In this study, the qualitative research methodology was utilized. The data was collected within the case company by means of interviews, internal documentation analysis, workshops, and discussions with different stakeholders. The study started with the current state analysis to get in-depth understanding of the current ChaRM process, analyse the magnitude of change and revise the existing training documentation, as well as to collect the requirements for the new ChaRM process from the case company, in order to tailor the new training to all these requirements. This analysis uncovered the difficulties that the case company was facing during the design and delivery of their project delivery timeline. The key findings related to the lack of training documentation, communication & collaboration, and the lack of post implementation support. In other words, case company was lacking a proper training pipeline. The theoretical framework focused on the topics of Change request process, training design, and change management to a new process. Based on suggestions from literature and best practice, coupled with inputs from the stakeholders, the study proposed and implemented a training pipeline and launched a post implementation channel to support the end users after the training delivery.
The training materials and the training pipeline implemented through this study provided the case company with a tool to adopt in the future upcoming projects. The thesis also proposed recommendations how to keep the training material up-to-date and tailor it to the issues that the company was facing in previous projects.
In this study, the qualitative research methodology was utilized. The data was collected within the case company by means of interviews, internal documentation analysis, workshops, and discussions with different stakeholders. The study started with the current state analysis to get in-depth understanding of the current ChaRM process, analyse the magnitude of change and revise the existing training documentation, as well as to collect the requirements for the new ChaRM process from the case company, in order to tailor the new training to all these requirements. This analysis uncovered the difficulties that the case company was facing during the design and delivery of their project delivery timeline. The key findings related to the lack of training documentation, communication & collaboration, and the lack of post implementation support. In other words, case company was lacking a proper training pipeline. The theoretical framework focused on the topics of Change request process, training design, and change management to a new process. Based on suggestions from literature and best practice, coupled with inputs from the stakeholders, the study proposed and implemented a training pipeline and launched a post implementation channel to support the end users after the training delivery.
The training materials and the training pipeline implemented through this study provided the case company with a tool to adopt in the future upcoming projects. The thesis also proposed recommendations how to keep the training material up-to-date and tailor it to the issues that the company was facing in previous projects.