The current lack of functionality offered is only in part due to the
systems themselves. A key problem is the under utilisation of current
systems which are often not intuitive and, more importantly, hurried and
ineffective training programmes providing users with little guidance.
Change management issues such as process design, internal culture, user
buy-in and input, and clear post-implementation success measures are often
neglected.
Acturis has addressed these shortcomings in its implementation approach:
|
|
| - |
Continuous training support. Acturis
operates a three-stage process in training comprising: an initial
needs analysis to assess current PC skill levels; role specific
training programmes which are 100% hands on, with each trainee individually
working on a computer based training module, supported by experts;
and a testing/accreditation programme to ensure an adequate understanding
of the system.
CD-rom discs containing the complete training programme are retained
by the broker to assist in the training of new starters, and to act
as refresher training for those not yet fully competent on the system.
In addition, new releases of the system are also accompanied by new
CD-rom training discs.
|
| - |
Change management
Each broker rollout is structured as a complete change programme with
attention to communication, user contributions and cultural change.
|
| - |
Post implementation technical support
Service level agreements will be signed with all brokers and a help desk
facility is part of the service. The ASP model has the additional benefit
of not requiring engineer call out if the broker server fails, as the server
is hosted centrally in a secure environment with engineers constantly available.
|
| 
