Documentation
must be accurate because it will be used and updated for the life of the
timesheet web page. The support
engineer will update all documentation.
The support engineer position is described in more detail later. We know that the same people will not be
using the system so documentation will be kept for all aspects of this project.
The
system documentation will be detailed and used for reference. This will include all documentation on the
database and programming code. The
system documentation will be kept on hard and soft copy. This will leave us a back up incase on is
lost or destroyed.
User
documentation will come in two forms.
One will be a quick reference given during training and the other will
be a more detailed manual. The user
documentation will be in easy to understand terms with a glossary at the
end.
We
estimate one hour of training per employee and two hour for managers but we
will schedule an extra half hour for questions. The employee training will give examples of new system. We will develop a training database that can
be used during training. This database
will be created with mock data that can be changed. User ids will be fabricated for use during the training
class. This will give the employees
hands on experience and help with the training of future employees. Future employees will be considered while
creating the training plan.
The
training will begin an overview of what the new system will do and why we are
implementing it. We will also ask our
trainers to elevate any fears the new system will create for example privacy
issues. We predict privacy will be a
major issue with employees but we will also determine any other issues during
training. Handouts will be prepared to
give after the overview. The handouts
will include screen shots, examples, and glossary. This handout will be designed for quick reference. High level detail will be reserved for the
system documentation. The instructor
will proceed with the training by going over examples in the training
database. These examples will include
entering information with and with out problems. The example with out problems will be given first. This should take approximately 45
minutes. The last 15 minutes will be
dedicated to out back up plan. An
example spreadsheet will be given with the quick reference guide handed out at
the beginning of class. After all
training is complete, the trainers will be asked to create a frequently asked
questions section that will be given to future employees in the quick reference
guide.
Classes will begin six weeks
before our deadline of third quarter.
This will give us four weeks to complete the training and two weeks to
use the system before actual implementation.
Classes will be no more than twenty people at one time. In addition, we will make multiple classes
available for second and third shift employees. We will not ask them to come in during their down time for this
training so as not to inconvenience employees and not pay overtime.
A
power point presentation will be generated for employees who are not able to
attend the training class. This power
point will include everything that was covered in the class. Telephone numbers will be provided to any
general questions that may arise. This
presentation will have information for the training database to use as a
training tool.
Support will be provided in
several ways. The first line of support
will be the employees’ direct supervisor.
We hope this will eliminate a myriad of questions. We will also develop a helpdesk that
managers can call for questions they cannot answer. We will allow only managers to call the help desk directly. The reason for allowing only managers to
call the help desk is to reduce the # of calls received at the help desk which,
will lower the head count for the help desk.
Another option will be
available for employees. Support will
be provided through email. The address
will be timesupport@amazone.com. This is for non urgent matters and will have
a 24 hour SLA. This means any question
will be answered with in 24 hours.
Support will also be needed
for the database and web server. This
person will be based at the same location where the hardware is kept. This person will be on call 24/7. This position will need to be created. The title will be called support
engineer. The support engineer will
maintain the database and be a liaison for human resources. Since human resources will be retrieving all
of the information from the database, they will be in direct contact with the
support engineer.