“The most important part of education is proper training in the nursery.”
When do most OSS vendors/integrators deliver training to their customers? At the end of the project right?
When SHOULD the OSS vendors/integrators deliver training to their customers? At the start…. and then throughout the implementation… and then after they’ve finished.
Have you ever noticed that most vendors spend a great deal of time implementing an OSS and then giving a two-week course before handing over the keys of operations to their customer, the CSP? In your experience, does that two-week course ever adequately prepare the customer to operate the OSS?
In some cases it might suffice, especially when the new tool has a relatively small niche of the overall network operations. But in the instance of a comprehensive OSS roll-out, I believe the implementation team should invest in training their customers from the outset.
There are multiple reasons why, including but not limited to:
- An informed partner will better understand what data sets the system needs to operate correctly (and which they’ll be asked to help gather)
- It provides an opportunity for the customer to appreciate the complexities of what needs to be achieved
- It develops a sense of ownership and shared teamwork from the customer
- The customer can start to formulate ideas on how the OSS could be best configured to meet their needs (eg process flows)
- The knowledge gained helps to increase comprehension during all stages – from data collection through to UAT (User Acceptance Testing) and then on into operations and
- An informed customer will tend to feel more involved, more excited and more likely to act as a project champion on your behalf
OSS should be highly interactive projects between supplier and customer. Collaborative teams definitely produce the strongest outcomes. Without up-front training, the customer doesn’t tend to have enough peer-level knowledge to associate or collaborate fully with the supplier’s staff.