In the previous CAD Manager’s Corner posts, we’ve talked about everything you need to do to get ready for implementing BricsCAD, but we haven’t talked about support. 

But wait a minute, isn’t support something we should worry about after implementation? Well yes, but no! The time to worry about supporting your users is before the need for it becomes critical. That way when users really need support, you’ll be ready rather than scrambling. In this post, we’ll cover some best practices you can follow to manage the support process before and during implementation. Let’s see how. 

Būk realistiškas

Jei negalėsite padėti vartotojams po mokymų, nukentės diegimas.

Now that you know BricsCAD will work and have your training planned, it is time to confront the following realities: 

  • Po mokymų vartotojai turės klausimų, nesvarbu. 
  • Yra tik tiek, kad „tu“ teiki paramą visiems.
  • Jei negalėsite padėti vartotojams po mokymų, nukentės diegimas. Norėdami išspręsti šias problemas, sužinojau, kad prieš pradedant mokymus vartotojui galima atlikti šiuos veiksmus: 
     

Būkite pasirengę išleisti labai trumpus „apgaunamojo lapo“ dokumentus, kurie atsakytų į vartotojo klausimus. For instance, if several people ask, “Which ribbon panel was it that had the hatch editing features on it?” you can push out a PDF file with the answer and a few screen captures very quickly. You could have a basic document template prepared in advance for just this purpose. 

Pasirūpinkite bandomojo piloto palaikymu iškart po treniruotės. In a prior post, we discussed the idea of creating test pilot users to help optimize and configure BricsCAD. These test pilots know almost everything about BricsCAD now so they will be the ultimate people to help support other users. Leverage your test pilots as you train the staff and the burden of support will be spread among several people, not just you. 

Supraskite, kad jokios paramos nėra galimybė. If you train users on a new piece of software then have no support to help them during the crucial first few days, they’ll lose patience, complain to their boss, and not be as productive as normal. None of those outcomes are good so be sure the senior management at your company understands that providing support right after training is crucial.

Padidinkite palaikymą naudodamiesi „Smart Training“ / „Rollout“

Ask yourself the following question: How can you roll out new software gradually so you’re not overwhelmed by the support demands that too many new users would create? The answer is to phase in the software project by project, to build proficiency as quickly as your company’s workload allows you to. Let’s dig into some concepts for identifying your strategy. 

Naudokite naujus projektus kaip mokymo vadovą. Kiek naujų projektų jūsų įmonė pradeda per metus? Aš sužinojau, kad mokymai geriausiai vykdomi tada, kai prasideda projektas, kad nauji metodai ir koncepcijos galėtų būti įdiegti iš naujo. Tai daug geresnis požiūris nei bandymas pakeisti programinę įrangą projekto metu. 

Duokite vartotojams apytikslę laiko juostą. If you have an idea when new projects will begin, and which users will be included in those projects, be sure to communicate that information to them (and their managers). The idea is to never surprise anyone. 

Įsitikinkite, kad darbas prasideda iškart po treniruotės. If a new project is to begin on Tuesday then training should be on Tuesday. Ideally, the training should be on Tuesday morning with project work starting Tuesday afternoon. 

Nesuteikite vartotojams laiko pamiršti to, ko išmoko mokydamiesi - pradėkite juos iškart!

Tinkamo dydžio jūsų klasės. If a new project begins on Tuesday with a group of 12 employees working on the project then your training class should contain only those 12. Never spend time training someone who won’t use the software right away – that’s simply a waste of time and money. 

Palaikymo pauzės planas. Know that demand for support will be high right after training so plan on extra support time right after any group goes through training. Be sure to wait a few days for new users to “settle in” before training the next new group. 

Žinoma, jums gali nepavykti kontroliuoti, kai prasideda nauji projektai, tačiau kuo daugiau galvosite apie aukščiau išvardintus kintamuosius, tuo geresnė bus jūsų parama ir mokymo parama, nes tinkamu metu mokysite tinkamus žmones su didele parama. 

Tai laikas!

As soon as you train your first group on BricsCAD and embark on the first project, you’ll need to manage the experience and deal with problems as they arise. To best deal with any issues that do arise it is key that you not only solve the issues, but that you communicate the solution and improve your processes so the software implementation will get better.

Šie veiksmai gali padėti efektyviausiai valdyti procesą: 

Informuokite vartotojus. Issue a brief email and/or printed “cheat sheet” document with any updates, tips, tricks, or new procedures that can help users solve any issues that arise. Don’t rely on just relaying new information verbally – make sure users have some sort of written information they can refer to. 

Atnaujinkite standartus. As new procedures or methods are introduced to update your standards to reflect the new methods. Think of this as formalizing the “cheat sheet” referenced above to become a standards document. 

Walk around and check in with users – a lot! If you remain visible users are more likely to share anything that confuses them which gives you the chance to deal with issues early before user frustration grows. 

Taip, aš žinau, kad jūs norėtumėte uždaryti savo biuro duris ir išvengti klausimų, tačiau pažadu, kad viskas bus geriau vėliau, jei praleisite laiką palaikydami vartotojus.

Apibendrinant seriją

If it seems like there are a lot of tasks associated with implementing new software that’s because there really are! The good news is that, by using a solid plan that anticipates all the variables and issues you’ll encounter, you’ll be prepared for almost anything. My hope is that the issues we’ve covered in this series of posts will help you be a more successful CAD manager as you roll out your BricsCAD software. 

Pasiruošę išbandyti BricsCAD?

Lengva išbandyti, lengva nusipirkti, lengva turėti. Tai yra BricsCAD. Išbandykite visus mūsų produktus nemokamai 30 dienų www.bricsys.com. Freedom of choice, plus perpetual (permanent) product licenses that work with all languages, in all places. You’ll love what we’ve built for you with the BricsCAD V21 product family.

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