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SOP 1101: Training and Documentation

Objective: 
The objective of this Standard Operating Procedure (SOP) is to document a method for identifying, analysing and preparing documentation and training materials, in order to effectively deploy service enhancements and products to functional units and end-users. 
Scope: 
This SOP applies to the process of specifying, designing and generating training related materials and product release documentation as outlined in the Scope of Work (SOW) document.  This procedure also encompasses the training roles and responsibilities to effectively perform the knowledge transfer that must occur with any product/service deployment. Although internal training for new releases is provided by Technical Support, new hire training is outside of the scope of this procedure.
Owner: 
Training

Sections:

i Definitions
1 Process Flow Diagrams
2 Roles and Responsibilities
3 Metrics
4 Procedure Activities
5 Forms
6 Exceptions
7 Tools/Software/Technology Used
8

Attachments

Related Standard Operating Procedures:

1100 Documentation of Training

 

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SDLC Standard Operating Procedures:

SDLC Framework:

SDLC Gates:

SDLC Roles and Responsibilities:

SDLC Forms:

SDLC Templates:

 

SOP 1101: Training and Documentation

Definitions 

 

Term Definition/Description
Program/Project Management       . The systematic execution of a System Development Life Cycle (SDLC) for a release or projects that have significant impact on an organizationís service delivery.  This procedure oversees the SDLC execution; thus, it relies heavily on defined procedure activities and acceptance criteria for inputs and outputs

Note: Every unit within SDLC interacts with Program/Project Management.  Every release of new and enhanced features and functionality requires the commitment and effort from all departments. 

Project Manager The focal point throughout a project who ensures that the responsible party has completed with quality and comply with defined acceptance criteria.  The Project Manager also acts as the conduit for communicating the progress of the project and decisions made throughout the process to the Project Sponsor, Contracting Organization, and the Performing Organization.
Program Management Addresses oversight for a group of projects.  Program Managers shoulder the responsible for the successful completion of program objectives by supporting and developing project staff.  Reporting at this level provides Executive Management with the information necessary to make informed decisions and execute actions that optimize benefits to the organization.  
Program Manager The tactical manager who facilitates, monitors and communicates the progress and issues in implementing the strategic objectives of an approved program.  The Program Manager works cross-functionally to develop the blueprint that integrates multiple release deliverables that enhance the programís portfolio.  
PMO The PMO is the organization that consolidates all project plans and reports the status to executive management.  Impacts from individual projects can be seen from an organizational perspective and responded to rapidly.  The PMO is where project and program standards, procedures, policies and reporting are established.  
Business Gate  defined milestone in a project lifecycle when specific requirements must be met in order to make or validate business decisions relating to the project.  
Lock-Down The milestone in a project schedule achieved when agreement exists between the Performing Organizations and the Contracting Organizations for the delivery of a defined project scope of work within a defined schedule at a defined cost.   
Management Phase Review

An event associated with selected business gates where specific decisions concerning the project are made by appropriate levels of management.  Deviations in deliverables or timeframe are handled by convening the Gate 6 Review Board. This group will make any decisions concerning scope, cost, and schedule tradeoffs.  These business gates are:  

  • G-11: Project Strategy Lock-Down  

  • G-10: Requirements Scope Lock-Down  

  • G-6: Project Lock-Down  

  • G-4: Begin Validation  

  • G-2: Begin FOA  

  • G-0: General Availability  

SDLC Business Gates The foundation is Program/Project Management in the SDLC Business Gates.  This Systems Development Life Cycle (SDLC) begins at project initiation and moves through deployment to the production environment.  
Phase A collection of logically related project activities, usually culminating in the completion of a major deliverable. The conclusion of a project phase is generally marked by a review of both key deliverables and project performance in order to determine if the project should continue into its next phase as defined or with modifications or be terminated and to detect and correct errors cost effectively.  
Program A defined set of projects containing common dependencies, and/or resources and/or objectives overseen by a Program Manager
Project  A temporary endeavour undertaken to create a unique product or service. A project has a defined scope of work (unique product or service), a time constraint within which the project objectives must be completed (temporary) and a cost constraint.  In the context of SDLC, a project may be one of:  
  • an individual feature
  • a collection of features making a release
  • a collection of product releases making up a portfolio
  • a new product development
System Development Life Cycle (SDLC) A predictable series of phases through which a new information system progresses from conception to implementation.  All of the activities involved with creating and operating an information system, from the planning phase and/or the initial concept to the point at which the system is installed in a production environment.  The major phases are Release Planning, Definition (Requirements and Specifications), Development, Test (Validation), and Deployment.  
Scope of Work The Scope of Work (SOW) contains a listing of all internal and external needs for the project. This user requirements specified in this list define the goals for the project.  
First Office Application  The First Office Application (FOA) is the first installation and use of the product/project at one or more designated user/client sites.  
Training Needs Form This document outlines all of the functionality that will require training within a product/project release, who will provide training, who needs to receive training and whether or not there will be an FOA rollout training and controlled rollout training.  
Internet Service Provider The Internet Service Provider for SDLC provides access to the internet including hardware and software required to establish, maintain and monitor connectivity.

 

     

1. Process Flow Diagrams 

 

Training and Documentation Overview

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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2. Roles and Responsibilities

Role Responsibility

Trainer/Training Group

Trainers are the people who will be responsible for training either the internal organization or the external client based on predetermined training needs.  Depending on the technical capabilities of the individual being trained, the trainer will need to have different technical abilities. It is the responsibility of Technical Support to train users and the responsibility of engineering to train Engineering personnel.  It is also the responsibility of Technical Support to act as the Tools Trainer.  This individual is one that knows the tools and can train the Content Group of any changes made to the toolset.  In instances where Technical Support is not knowledgeable on new functionality, individuals will be pulled from Product, Operations and Development in order to "train the Trainer".

Technical Support

The Technical Support group within SDLC is responsible for defining the initial training and documentation requirements, reviewing the documentation that is produced by the Development Group and providing training to the users.  It is ultimately the responsibility of Technical Support to ensure that training and documentation are clear and concise.  This group is also responsible for training the Content Group on toolset additions.

Development Group

Communicate and document changes in the program requirements or The Development Group must compile documentation for training purposes. This documentation must coincide with the internal and external needs that are defined in the Scope of Work (SOW) documentation and the Training Needs Form. The Development Group is held accountable for the thoroughness and accuracy of the documentation and will be required to modify the documentation if it is not accepted bu Quality Assurance. Lastly, this group is required to train external engineers.

Product Group

It is the responsibility of the Project Manager within the Product Group to work with Technical Support to define the training needs of the release.  Jointly, these two groups will be required to complete the Training Needs Form and the SOW. 

Quality Assurance

Quality Assurance is ultimately responsible for accepting or rejecting the documentation produced by the Development Group.  Quality Assurance must review the documentation created and provide necessary feedback.  Once the documentation is complete, Quality Assurance accepts the documentation by signing off on the documents.  It is ultimately the responsibility of Quality Assurance to ensure the accuracy and thoroughness of the training documentation.

 

 

 

 

3. Metrics

 
Metric Description

Training Evaluation Form

This form will be used to identify the client's perception of the effectiveness of both the training and the materials created to support the training.  This form will be given to the trainees upon completion of the training in order to measure the trainees' perception of the trainer, training and the materials.

Requested Documentation Tracking Metric

This metric will measure the cycle time of creating accurate and complete training documentation materials.  This will record the number of times, if any, the documentation was returned to development in order to be reworked.

Training Effectiveness Metric

This metric is designed to support the reduction of cycle time related to training customers while increasing the quality of training.  With more effective training classes, cycle time will be reduced because of the decreased need to retrain people.   This metric will record the length of the training classes as well as whether or not training had to be repeated because of ineffectiveness

Number of Technical Support Calls Received after Release

The number of Technical Support calls will be monitored for a month after a release to identify any trends.  This will identify whether or not there were any areas that may not have been covered appropriately in the training.

Post-Implementation Review

The Post-Implementation Review, performed by Quality Assurance, will identify any shortcomings of both the training and documentation that were uncovered during the release.  These shortcomings will be used to better enhance the procedure for future releases.

 

 

4. Procedure Activities

 

 

Gate/Activity Description

 

 

  Click Image to Enlarge

Defining Product Training and Documentation Requirements

Preliminary product training and documentation requirements are defined in the Release Planning Procedure (SOP 1005) within the Scope of Work (SOW) documentation.  Both the Technical Support and the Product Group are required to work together in order to define these requirements.  These groups then complete the SOW, which will document the training requirements, who will need training, and who will be providing the training.  The training may vary depending on the classification of the customer/user, or whether the training is for internal or external use. 

Prior to the beginning of Gate 6 (Project Lock Down) of the SDLC Business Gates, Technical Support and the Product Group must again work together to better define the training and documentation materials that will be necessary for the release.  This is necessary to achieve Project Lock-Down at Gate 6.  During this activity, both groups will update the SOW to reflect any modifications made in the System Requirements Specifications during the Requirements Definition Procedure (SOP 1040) will ensure that complete and accurate documentation is produced from the Development Group.  Development will produce documentation as outlined in the SOW.  Additionally, Quality Assurance will provide acceptance criteria within the SOW to identify what will be acceptable documentation for Development to produce.

Creation of the Training Needs Document for the Release

Technical Support and the Product Group will review all SOW's and create one summarized Training Needs Document.  This document will outline all of the functionality that will require training within the release, who will provide training, who needs to receive training and whether or not there will be an FOA rollout training and controlled rollout training.

Completion of the Pre-Needs Assessment Form

Based on the updated SOW, the Training Needs Document and, if applicable, any customer contract, Technical Support and the Product Group must complete a Pre-Needs Assessment Form for each client that will be receiving training.  This form contains all the training requirements defined in the SOW.  This form is then sent to the client for training expectation acceptance and sign-off. 

Completion and Review of the Documentation

Once the Detailed Plan is Complete (Gate 5), the Development Group must complete the training and documentation materials that were identified in the SOW during the Requirements Definition Phase of the release.  This documentation must contain, at a minimum:

  • User documentation, including training materials

  • Customer interface changes (if applicable)

  • Customer feature descriptions

  • Previously known system problems (if applicable)

It is vital that this documentation is complete and accurate.  The following groups are responsible for reviewing the documentation for accuracy and completeness, and it is the sole responsibility of Quality Assurance to accept or reject the documentation:

  • Technical Support

  • Product Group

  • Quality Assurance

  • Operations

Should this documentation not meet the needs and requirements of these groups and the requirements set forth in the SOW, it will be sent back to Development for rework.  This process will continue until the documentation is satisfactory.  The acceptance criteria for this documentation is based on pre-determined criteria contained in the SOW, developed by Quality Assurance and agreed upon by Development.

First Office Application (FOA) Training Pilot

Not all releases will necessitate an FOA.  For those that do, once the documentation passes the review of the required groups, this will be the first application of the training and documentation materials that were developed.  The FOA Training Pilot may be either a shared responsibility of the Product and Technical Support Groups or it may be the responsibility of only one of these two groups.  The Training Needs Document will indicate the need for FOA training as well as the responsibilities for conducting it.  This training will take place in the staging environment.

If this training is found to be ineffective due to the documented materials, the Development Group, based on an updated Requested Documentation Form, will create new documentation materials.  If the training is found to be ineffective because of the training ability, an additional training session will be held.  The client-accepted Pre-Needs Assessment Form will be the measure used to evaluate the effectiveness of the training and the documentation.

Training Pilot

It is the responsibility of Technical Support to deliver the training pilot to the end-users (non-technical) and of the Development Group to deliver the technical training.  The training pilot should be carried out and based on the needs identified during the Definition Phase of the project and included in the Training Needs Document.  This training is available prior to the general release of the product and should be considered as a learning tool in advance of the general release.  Based on the Pre-Needs Assessment Form, the training and documentation will be evaluated for the effectiveness and completeness.  If one is found to be incomplete, the training will need to be performed again based on the requirements presented in the Pre-Needs Assessment Form.

Customer Training Classes

Upon acceptance of the training pilot, prior to deployment, Technical Support will provide customer-training classes for the controlled rollout and general availability (Gate 0).  This training will occur in the staging environment and will be based on lessons learned during both the FOA pilot and the training pilot, as well as the requirements defined on the Training Needs Document. 

Once this training is complete, it is the responsibility of Technical Support to issue the Training Evaluation Form to the customer. If the training does not meet the customer needs that were identified in the Pre-Needs Assessment Form, it must be redone. Four weeks after the production deployment occurs, the Training Evaluation Form should be sent to customers again.  This will help more effectively evaluate the training courses once the end-users have had the opportunity to practice what they were taught.

 

 

 

5. Forms

 
Form Description

Pre-Needs Assessment Form

This form contains all the training requirements defined in the SOW.  This form is then sent to the client for training expectation acceptance and sign-off. 

Training Evaluation Form

This form contains questions used to determine the effectiveness of training. Responses are tabulated and used to determine the effectiveness of training material, methods and staff and how they may be improved. (See Appendix A)

Training Needs Document

This document outlines all of the functionality that will require training within the release, who provides training, who needs to receive training and whether or not there will be an FOA rollout training and controlled rollout training.

 

 

6. Exceptions

  • None at this time

 

7. Tools/Software/Technology Used

  • None at this time 

 

8. Attachments

 

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Systems Development Life Cycle (SDLC) by Robert E. Stewart, Sr. is licensed under a Creative Commons Attribution 3.0 Unported License.
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