Knowledge Handover
Moving to a new tool like Primavera P6 can be a technical challenge for organizations. However, it is also a people challenge. The idea of having to switch tools – or start using a tool when you didn’t have one before – is a huge sticking point for some people because humans aren’t all that good at processing change.
We’re also busier than ever before. Who’s got time to do all those online help tutorials or call into technical surgeries? That’s why it’s especially important to consider the people aspects and the knowledge management involved with launching new project management software because making it easy for the users is going to help them get started and working efficiently.
We took this approach when we worked with Givaudan, a multi-national company specializing in producing flavors and fragrances widely used by the food and beverage industry. It was very important to the Givaudan team that they were self-sufficient after their engagement with Ten Six was over. They wanted to make sure a full knowledge transfer was in place, and we’re used to doing that so it was a natural fit for us to build it into the plans.
If you want to make sure that you can operate your new tools after your third party implementation partner has left the scene, then here are some considerations for your knowledge handover planning.
Technical documentation
Make sure the installation process is thoroughly documented, and not just from a generic perspective. Your IT estate is unique so the installation process should be customized for your specific environment.
We created a detailed step-by-step guide on how to reinstall Primavera P6 EPPM and move from a test environment to a production one for Givaudan, and you should expect the same from your consulting partners.
Training
Give careful thought to the different user audiences who will need training. For example, management teams may need overview training that covers the new capabilities of your tools like Primavera EPPM. Then each user segment will need detailed, role-based training covering the functionality required for them to carry out their role efficiently. In addition, some of the team may need BI Publisher training to make the most of that functionality.
Training classes should be hands on and include the features that power users are most likely to be using on a daily basis. For example, if you have existing reporting needs, make sure those reports are replicated and set up in the system and that users have training on how to create them, automate them and interpret how the results look if the formatting is different. Lots of practical exercises in class will give users at all levels confidence in what they are seeing and how to ‘drive’ the system to get what they need from it.
Schedule the training at times that makes the most sense for your audiences. For example, with Givaudan’s international team, we scheduled end user training for the mornings and then held other sessions for administrators and management in the afternoon.
User documentation
Make the most of your implementation partner’s expertise by asking for user guide documentation. This should be detailed, and role-based so that individuals can find what they are looking for in a time-efficient way. You’ll probably end up with different user guides for the major user profiles, for example: managers, time entry users, functional managers, system administrators, and any specialist roles relevant to your organization.
It’s important to streamline the user guides to only provide role-based instructions as that cuts down user frustration of having to search through pages of irrelevant information. If you’ve ever tried to search for what one blinking light on your car dashboard means in the fat manual that came with the vehicle, then you’ll appreciate having targeted resources!
Other sources of knowledge handover
As well as training, user documentation and technical files, consider other ways that you can help your own team build their skills and develop their knowledge faster while your third party implementation partner is still around to help.
Here are some other ideas that work well.
Drop in sessions
As well as formal classroom training, host some drop in sessions where individuals can turn up with their questions. They can sit with a consultant and go through particular functionality or share a problem they are having and get unstuck.
Drop in sessions can be virtual as well as in person. Simply open a virtual meeting and see who shows up!
Mentoring
Identify a few power users who can support other colleagues. They can work shadow the consultants while they are on site. The goal is for them to pick up as much information as possible so that they can mentor their colleagues longer term.
You’ll probably find that several enthusiastic, technically-literate team members step forward when asked about taking on this role. You may even find you’ve got people on the team who have used Primavera P6 EPPM in other jobs who can bring their past experience to your team.
Recorded video training
Classroom training is a pretty fast-paced environment, and it’s easy to feel a little overwhelmed by the time the class is finished. Having access to recorded video training is a good way to refresh the team’s skills as and when they need it. We like this option for the software features that you are not going to use often, like monthly or quarterly reports, or configuring something new that you may only have to do once in a while. Simply power up the video training, navigate to the relevant module and watch a short recording that will jog your memory and help you get going on the task.
Whatever options you choose to use, knowledge handover is an important part of any software implementation. Without it, you’ll risk your team struggling with their new tools and increasing cost and reliance on your third parties.