When you’ve just implemented a new OSS, what does the training look like? A 2-3 week classroom course series? A train-the-trainer series, which then trickles down to the workforce?
If this is what your OSS training looks like (or even closely resembles), then this is madness. Unfortunately, this is the model that I’ve seen most predominantly in the wild. Many OSS build contracts / RFPs even mandate this type of knowledge transfer.
It’s madness because classroom courses don’t tend to be very good for absorbing the context or nuance of using an OSS. OSS training tends to be generic, without the local context of using the customer’s process flows, naming conventions, device types, topologies, services, etc.
Alan Weiss articulates this well, “…skills building occurs best when it includes application on the job, oversight by immediate supervisors, accountability for implementation, and rewards for success. None of that is accomplished in a classroom.”
What are the better alternatives then? Embedded training including:
Whilst PAOSS offers virtual class-based OSS training (which are generic by nature, not product-specific), I’ve found embedded knowledge transfer is far more successful and is my strongly recommended approach.
Have you ever had an OSS or BSS project that’s impacted by poor data quality? The problem of data integrity gets raised on almost every
“One of my favorite things about designing software is designing the defaults. The defaults define the experience for everyone out of the box. And, therefore,
Have you ever been tasked with mapping out the processes for the telco you work for? Either as a way of documenting current state, or
In the last week alone, I’ve had two potent reminders that the world of OSS is simply (pun intended) too complex. This manifests in many
Here at Passionate About OSS, we are exactly that – Passionate About OSS (Operational Support Systems). We’re also passionate about BSS, NMS, or any other names you call the tools that help to operationalise your network.
2 Responses
Flashbacks to the start of my OSS career in 1999 – A 21 year old running traditional training courses on the brand new Creamer Systems roll-out.
I think I learnt a lot more than the people in the room – I learnt about how people are resistant to change, uninterested in new processes, and uninformed by senior stake-holders about why they are even there with me…
Sadly so true James. The thing about situations like you describe is that even if the technical solution was perfect, the project was destined to struggle because of the people side. The lack of change management on some of these projects…
I can vividly relate to your story.
You must’ve come away with some great learnings on how to do it better??