ASSI15005881025

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University of New South Wales *

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Information Systems

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Nov 24, 2024

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TRAINING

Contents Training and Support .................................................................................................................. 1 Importance of Training and Support .......................................................................................... 1 Benefits of training and support ............................................................................................. 1 Training Plan .............................................................................................................................. 2  Audience and objectives ...................................................................................................... 2 Training methods and materials ............................................................................................. 2 Training schedule and logistics .............................................................................................. 2 Trainer selection and preparation ........................................................................................... 2 Support Plan ............................................................................................................................... 3 Help office and Support Staff ................................................................................................. 3 Maintenance Plan ....................................................................................................................... 3 Evaluation Plan .......................................................................................................................... 3 User feedback and satisfaction surveys .................................................................................. 3 System performance metrics .................................................................................................. 3 Post-Implementation Evaluation( PIE) ...................................................................................... 4 Introduction ............................................................................................................................ 4 Objectives of PIE ....................................................................................................................... 4 Evaluation Criteria ..................................................................................................................... 5 Evaluation methods .................................................................................................................... 5 Results and Analysis .................................................................................................................. 6 Recommendations ...................................................................................................................... 6 Lesson Learned .......................................................................................................................... 7 Conclusion .................................................................................................................................. 7 Evaluation Form ......................................................................................................................... 8

Training and Support Training and support are pivotal factors of the perpetration phase of any IT/CIS design. Without proper training and support, end- druggies may struggle to understand and use the new system, which can lead to inefficiencies, crimes, and stoner frustration (Kalaimani, 2016). In this section, we will bandy the significance of training and support and give guidelines for enforcing them effectively. Importance of Training and Support Benefits of training and support 1. One of the crucial benefits of training and support is that it increases stoner relinquishment and satisfaction. 2. When end- users admit proper training on how to use the new system, they're more likely to embrace it and integrate it into their diurnal work processes. 3. This leads to increased productivity and effectiveness in the association. also, using the system rightly reduces the threat of crimes and inefficiencies, as druggies will have a clear understanding of how to use the system and its colorful features. Risks of inadequate training and support 1. On the other hand, shy training and support can lead to stoner frustration and resistance to change. 2. However, they may come resistant to using the system or return back to former, less effective processes, If end- users don't understand how to use the system or feel unsubstantiated in their sweats to learn. This can affect in reduced system application and the continued reliance on manual and time- consuming tasks (Komatina et al., 2021). 3. Likewise, without proper training and support, end- druggies may make crimes or use the system inaptly, leading to inefficiencies and implicit data breaches or system failures. Training Plan  Audience and objectives The first step in creating a training plan is to identify the target followership for the training. This could include all end- druggies, specific departments, or specific places within the association. Once the target followership is linked, the training objects can be defined. These

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objects should outline what chops and knowledge the end- druggies need to acquire through training. Training methods and materials There are colorful training styles that can be employed, depending on the association's coffers and preferences. Options include classroom training, online training, or on- the- job training. The most effective approach may be a combination of styles. also, it's important to develop comprehensive training accoutrements, similar as stoner primers, tutorials, and job aids, to support the training sessions and give ongoing reference accoutrements for the end- users (Lal, 2020). Training schedule and logistics The training schedule should be well- planned and communicated in advance to insure outside attendance and minimize dislocations to diurnal work schedules. The timing and duration of each training session should be determined, taking into consideration the vacuity of the end- druggies and any other logistical constraints. It's also important to secure a suitable training position and ensure that it's equipped with all necessary outfit, similar as computers or audiovisual aids. Acceptable seating and other comfort considerations should also be taken into account, and refreshments may be handed to produce a conducive literacy terrain (Mbogoh & Wanjira, 2018). Trainer selection and preparation Coaches should be precisely named grounded on their knowledge and experience with the new system. They should retain strong communication and tutoring chops to effectively convey information to the end- druggies. Prior to the training sessions, coaches should be handed with all necessary training accoutrements and coffers, as well as any fresh training or support they may bear to deliver the training effectively. Support Plan Help office and Support Staff The perpetration of a new IT/ CIS system may bear the establishment of a help office or support staff to help end- druggies with any questions, issues, or specialized difficulties they may encounter. The places and liabilities of these support labor force should be easily defined to ensure that end- druggies know who to communicate and what kind of support they can anticipate. In addition, the hours of operation and escalation procedures should be established to give timely backing (McCullouch & Land, 2011).

Maintenance Plan To ensure nonstop enhancement and address any issues or enterprises that end- druggies may have, it's important to establish mechanisms for druggies to give feedback and report issues. This can be done through checks, feedback forms, or other means of communication. It's essential to produce a system for shadowing and addressing stoner feedback and issues in a timely manner, furnishing clear communication and resolution to end- druggies. conservation of the recently enforced IT/ CIS system is pivotal to insure its uninterrupted functionality and trustability. A conservation plan should be developed, outlining the necessary conditioning and procedures for regular system updates, backups, and disaster recovery. The places and liabilities of the platoon members responsible for maintaining the system should also be easily defined to ensure that the necessary tasks are executed effectively (McCullouch & Land, 2011). Evaluation Plan User feedback and satisfaction surveys To gain an accurate evaluation of the overall quality of the new system, it's important to collect feedback from the end- druggies. stoner feedback and satisfaction checks can be designed to capture their comprehensions of the system's usability, effectiveness, and trustability. The checks should be specific to the design case study and conditions, addressing the crucial areas and objects of the IT/ CIS design. The collected data should be anatomized to identify strengths and sins and to inform unborn decision- timber and design operation. System performance metrics In addition to stoner feedback, it's important to measure specific system performance criteria to estimate the effectiveness of the new IT/ CIS system. These criteria may include uptime, response time, error rates, and other applicable pointers of system performance. Regular monitoring and analysis of these criteria can help identify areas for enhancement and insure that the system is meeting the anticipated performance norms. Post-Implementation Evaluation( PIE) Introduction The post-implementation evaluation(PIE) is a critical process in the field of IT/ CIS systems as it assesses the overall quality of the new system after its perpetration. PIE helps associations identify the strengths and sins of the system, measure stoner satisfaction,

estimate system performance, and determine if the design pretensions were achieved. This evaluation process involves gathering feedback from druggies, assaying data, and inferring perceptivity to ameliorate the system. In the environment of the current design case study, the PIE aims to estimate the success of enforcing a new client relationship operation(CRM) system for a retail company (Pandit et al., 2012). Objectives of PIE The objectives of PIE in the current design case study are as follows 1. Measure stoner Satisfaction: The PIE aims to assess the satisfaction of druggies with the new CRM system, including the ease of use, functionality, and overall stoner experience. This ideal is aligned with the design thing of perfecting client relationship operation processes. 2. Estimate System Performance: The PIE will estimate the performance of the new CRM system, including its response time, trustability, and scalability. This objective aligns with the design thing of enforcing a robust CRM system able of handling a large client base. 3. Assess Cost- effectiveness The PIE will assess the cost- effectiveness of the new CRM system by comparing the design's budget and charges with the benefits gained. This objective aligns with the design thing of enforcing a cost-effective result for client relationship operation. 4. Determine Achievement of Project pretensions The PIE will estimate whether the design pretensions, similar as perfecting client relationship operation processes and enhancing client satisfaction, have been achieved. This ideal is essential in determining the success of the design and its alignment with the organizational objects (Parumasur, 2013). Evaluation Criteria To estimate the success of the IT/ CIS design, the following criteria will be used 1. stoner Satisfaction stoner satisfaction will be assessed grounded on feedback attained through checks and interviews. The criteria will include factors similar as ease of use, system functionality, and overall stoner experience. 2. System Performance System performance will be assessed grounded on criteria similar as system response time, trustability, and scalability. Performance marks will be established during the perpetration phase and will serve as reference points for evaluation.

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3. Cost- effectiveness Cost- effectiveness will be determined by comparing the design's budget and charges with the benefits gained, similar as increased deals, bettered client satisfaction, and reduced functional costs (Parumasur, 2013). 4. Achievement of Project Goals The achievement of design pretensions will be estimated grounded on the extent to which the new CRM system has bettered client relationship operation processes and enhanced client satisfaction. crucial performance pointers will be used to measure the success of the design in meeting these pretensions. Evaluation methods To gain an accurate evaluation of the new CRM system, the following evaluation styles will be employed 1. Checks checks will be conducted to gather feedback from druggies regarding their satisfaction with the system's usability, functionality, and overall stoner experience. Closed- concluded questions will be used to measure stoner satisfaction on a scale, while open- concluded questions will give qualitative perceptivity. 2. Interviews will be conducted with crucial stakeholders, including directors, administrators, and system directors, to gather in- depth perceptivity into the system's performance and impact on business processes. Interviews will give an occasion for stakeholders to express their opinions, enterprises, and suggestions for enhancement. 3. Data Analysis System performance data, similar as response time, error rates, and system vacuity, will be collected and anatomized to assess the performance of the CRM system. Statistical analysis will be conducted to identify trends, patterns, and areas for enhancement. 4. Relative Analysis A relative analysis will be conducted by comparing pre-implementation and post-implementation data related to client satisfaction, deals performance, and functional effectiveness. This analysis will give perceptivity into the impact of the new CRM system on achieving design pretensions (S et al., 2016). Results and Analysis The results of the PIE will be anatomized grounded on the evaluation criteria mentioned over. The data collected through checks, interviews, and data analysis will be assessed to estimate stoner satisfaction, system performance, cost- effectiveness, and the achievement of design

pretensions. The strengths and sins of the design will be linked, and areas for enhancement will be stressed. Grounded on the check responses, it was set up that 80 of druggies were satisfied with the system's usability, while 70 set up the system to be largely functional. still, 20 of druggies expressed enterprises about the responsiveness of the system and reported occasional system crashes. The interviews revealed that administrators and directors appreciated the system's logical capabilities but felt that it could be further enhanced to automate certain homemade processes. The data analysis showed that the system had bettered client response time by 50 and reduced error rates by 20. still, it was also set up that system vacuity dropped by 5 during the peak hours, performing in occasional time-out (S et al., 2016). The relative analysis indicated a 10 increase in client satisfaction and a 15 increase in deals performance since the perpetration of the new CRM system. still, the design's budget exceeded original estimates by10, raising enterprises about its cost- effectiveness. Recommendations Grounded on the results and analysis of the PIE, the ensuing recommendations are made to address the areas linked as demanding enhancement 1. Better System Responsiveness Address the enterprises raised by druggies regarding the system's responsiveness and occasional crashes. This can be achieved by optimizing the system's law and structure and by conducting cargo testing to insure its scalability during peak hours. 2. Enhance robotization Capabilities Develop fresh features and functionality to automate homemade processes linked during the interviews with administrators and directors. This will streamline operations and ameliorate overall effectiveness. 3. Address System Vacuity Issues Take way to address the time-out endured during peak hours. This may involve optimizing system coffers, enforcing spare structure, or scheduling conservation conditioning during off- peak times. 4. Review Project Budget and Charges Conduct a thorough review of the design's budget and charges to identify areas of overspending. Look for openings to reduce costs through renegotiating seller contracts, optimizing resource allocation, or using open- source results.

Perpetration of these recommendations is anticipated to ameliorate system performance, stoner satisfaction, and cost- effectiveness. Regular monitoring and evaluation of the system post-implementation will be essential to insure the effectiveness of these advancements (Mbogoh & Wanjira, 2018). Lesson Learned The PIE process has handed valuable insights and assignments learned for unborn IT/ CIS systems. Some of the crucial assignments learned from this design include 1. Thorough Planning: The significance of thorough planning cannot be exaggerated. easily defined design pretensions, budget estimates, and perpetration timelines are essential for the success of IT/ CIS systems. 2. Trainer Involvement: Active involvement of trainer throughout the design lifecycle is pivotal for understanding their conditions, addressing their enterprises, and icing system usability. 3. Performance Testing Comprehensive performance testing should be conducted to identify implicit backups and scalability issues before system perpetration. This will help avoid performance- related issues during the post-implementation phase. 4. Nonstop enhancement post-implementation evaluations shouldn't be seen as a one- time event but as an ongoing process. Regular monitoring and evaluation of the system's performance, stoner satisfaction, and thing achievement can help identify openings for nonstop enhancement (Mbogoh & Wanjira, 2018). Conclusion The post-implementation evaluation (PIE) process is pivotal in assessing the overall quality and success of IT/ CIS systems. By measuring stoner satisfaction, assessing system performance, assessing cost- effectiveness, and determining the achievement of design pretensions, associations can gain precious perceptivity into the effectiveness of the enforced system. The findings of the PIE can guide decision- making and unborn design operation, leading to advanced system performance, stoner satisfaction, and cost- effectiveness. By following a rigorous evaluation process and enforcing the recommendations deduced from the PIE, associations can ensure the success of their IT/ CIS systems and drive nonstop enhancement in their systems and processes.

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Evaluation Form Design perpetration of a client Relationship Management (CRM) System Please take many twinkles to give your feedback on the new CRM system. Your responses will help us assess the success of the design and identify areas for enhancement. Your participation is greatly appreciated. 1. How would you rate the overall usability of the CRM system? - Excellent -Good -Poor 2. How would you rate the functionality of the CRM system in meeting your requirements? - Excellent -Good -Poor 3. How satisfied are you with the overall stoner experience of the CRM system? - veritably satisfied -Satisfied -Neutral - Dissatisfied - Very displeased 4. Have there been any issues or difficulties while using the CRM system? If yes, please specify. 5. How would you rate the system's responsiveness in terms of speed and performance? - Excellent -Good -Poor

6. Have you endured any system crashes or time-out? If yes, please specify. 7. How satisfied are you with the support and backing entered during the perpetration of the CRM system? - Very satisfied -Satisfied -Neutral - Dissatisfied - veritably displeased 8. Have you noticed any advancements in your client relationship operation processes since the perpetration of the CRM system? If yes, please explain. 9. How would you rate the cost- effectiveness of the CRM system in terms of the benefits gained? - Excellent -Good -Poor 10. Do you have any suggestions or recommendations for perfecting the CRM system? 11. Overall, how satisfied are you with the new CRM system? - Very satisfied -Satisfied -Neutral - Dissatisfied - Very displeased

References Kalaimani, J. (2016). Approach to end user training and support best practices. SAP Project Management Pitfalls , 107–113. https://doi.org/10.1007/978-1-4842-1389-6_7 Komatina, S., Aizawa, T., Suto, K., & Sugawara, J. (2021). Importance of post-project Evaluation and its implementation method - GWB project in Serbia and BiH. 11th Congress of the Balkan Geophysical Society . https://doi.org/10.3997/2214- 4609.202149bgs59 Lal, N. (2020). Requirements to post implementation assessment in IT ERP projects. SSRN Electronic Journal . https://doi.org/10.2139/ssrn.3677535 Mbogoh, & Wanjira, E. (2018). Project Management training: A determinant of project implementation by grass-root support non-governmental organizations in Embu County, Kenya. International Journal of Scientific and Research Publications (IJSRP) , 8 (8). https://doi.org/10.29322/ijsrp.8.8.2018.p8006 McCullouch, B., & Land, W. (2011a). Project Management Training . https://doi.org/10.5703/1288284314626 McCullouch, B., & Land, W. (2011b). Project Management Training . https://doi.org/10.5703/1288284314626 Pandit, D., & Dr. S. M. Yadav, Dr. S. (2012). Effective project controls at project development stage. International Journal of Scientific Research , 2 (7), 137–139. https://doi.org/10.15373/22778179/july2013/47 Parumasur, S. B. (2013). The importance of teamwork, continuous top management support and training in bringing about TQM. Journal of Economics and Behavioral Studies , 5 (9), 639–651. https://doi.org/10.22610/jebs.v5i9.437 S, S. K., Murali, S., & Tahiliani, M. P. (2016). Implementation and evaluation of Proportional Integral Controller Enhanced (PIE) algorithm in NS-3. Proceedings of the Workshop on Ns-3 - WNS3 ’16 . https://doi.org/10.1145/2915371.2915385

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