Saturday, 2 January 2010

Happy new year... everyone - I hope that you had a great Christmas. I must admit that I have been taking it real easy over the last few weeks, but now at the start of a new year, it's time to start work again.

On this occasion, there is a topic that I particularly want to cover. I would suggest that it is actually relevant to a lot of projects, not just SAP. It will make the difference between a bad implementation and a good one - and between a good one and a great one. And the topic is...


I'm a great believer in training, and not just a brief run thru of "press button A, press button B" etc. Staff that are properly trained can identify when something is wrong and can fix a problem before it gets out of hand. Because they make fewer mistakes, they require less support which leaves us free to do the things that help make the technology work for the staff and the business. I believe that in the long term, money spent on training is an investment and pays off many times over.

Unfortunately, some of the senior management don't quite see it that way. Their view is that staff don't need to be "IT trained", just know enough to do their job. I can see an argument for not spending time on training someone on aspects that they will never work on, but I really feel that in the case of our project, we really needed to get more staff trained earlier and in more depth - doing so would have made them feel part of the process, and would have given them a sense of ownership that is partly missing.

However, there is also one particular area of training that I want to identify, and that is for the IT staff themselves. When we started, not one of the team had previously worked with SAP - we had some basic SQL skills and between us had worked with a number of products. To begin with, we were completely reliant upon the consultant firm for everything. They insisted in installing the software, and gave us some instructions in doing some of the tasks. They provided some material which they said was SAP standard training manuals as well as some other items that they created themselves - mostly powerpoint slides with a couple of screen shots and no explanation of what was being done or why.

Over the last couple of years, my team have worked hard on trying to learn the product. We had a go at doing an installation ourselves, and when it didn't work, we found a number of online resources that pointed us in the right direction. We also bought a ton of SAPpress books that provided some real good information and help. We found out how to perform upgrades and carried those out without any guidance. We also had some basic knowledge of problem solving and managed to identify some key items which meant that we were able to manage the systems ourselves without having to keep bothering other people.

But all thru that, I felt that we could have done better with a better knowledege of key areas. So I decided a while back to take a look at the SAP training courses. These tend to be a tad more expensive than some others, but not outrageously so - and there are a number of training centers about. However, I had heard a few comments from a couple of people that had attended one of these and what they said didn't make me feel too comfortable about it.

I decided that I would book myself on one course, just to test it out - I felt it would be worth $1500 for a 2 day course just to see for myself the real situation. I decided to go to an actual SAP training center rather than one of the others that were cheaper, as I though it would work out better, even tho' it was almost the other side of the country.

On the first morning, the course started with the trainer doing quite a bit of "housekeeping" - almost the first 40 minutes were about various aspects of the training arrangements, the course, the health & safety etc. I must admit that I began to feel that perhaps the training was just going to be "Death by Powerpoint". However, very quickly after that we got onto the actual material and then it became obvious that the course was well worth the time effort and money.

The trainer was an SAP employee of many years standing and very knowledgeable. He used some slides to illustrate process, then performed the task using an SAP system, before then giving everyone on the course the chance to do the work for themselves. Although he had quite a strict agenda to complete, there was opportunity for the trainees to ask questions - in almost every case he had the answer immediately. I gave him a couple of questions that he couldn't quite answer, but he then used the break periods to research the issue and then immediately after, he would cover the question in detail.

There weren't too many people on the course which was good from my point of view as it meant that we had plenty of support from the trainer. I also found it interesting talking to the others - they were all from completely different industries and backgrounds so there wasn't a lot of cross over, but even so, it was good to discuss how we all did things.

When I got back, I was able to use the new knowledge almost immediately. I spent sometime with a couple of the guys and went thru' some of the material with them - together we found an answer to a problem that had been bugging us for some while. I felt that there was no question, the course had proven to be a winner and I thought that it would be useful to get one of the others on a course as well.

The one that I chose for the second experiment was a full 5 days course - and there were a few comments from people about the cost. On the morning of the first day, the guy I sent phoned me at midday to say just how impressed he was with it and that he had already begun to learn stuff that answered many of the questions we had. After that, he called me virtually every evening to tell me that he had found out yet more things that we needed to know. When he got back, we discussed some of the issues, and it became very clear that these training courses would prove to be absolutely vital to us.

We now have several other courses booked up at the same center - I'm not going to take a chance on any other. The courses are spread out over a period of months so that we aren't trying to cram too much into a short period, and I'm trying to spread the courses amongst the staff so theat everyone gets a chance. I've even suggested that some of the other staff could go on a course - I've found one that would suit someone from the production team and they sound keen to go.

It could be argued, that we should have done some of this training last year or the year before, and that's possibly valid. But I would say that in my case, and that of my staff, we agreed that we found the courses so valuable because we already had a certain level of experience. If I had attended my course 2 years ago, it would probably not have been of the same benefit as I wouldn't have been able to tie the material in to the work that I have to do.

Ultimately, I suppose that it comes down to the individuals - some will obviously get more out than others. But having had a couple of the courses now, our team are definitely impressed with them and keen to do others to build on what we have learnt. It's important to justify the cost, and it may not always prove to be so beneficial. But for me, there is no question - money well spent and with the plans for the future, the company should benefit in both the short and long term.


  1. Everyone responds differently to different forms of training. I myself really prefer classroom training rather than virtual formats because not everything can be communicated via text on a computer screen. But it's important to identify that ahead of time before you send everyone off.

    Secondly, I agree 100% as to the timing. Going to training on day 1 when you have no context for what SAP even is about is wasteful.

    Keep posting.

  2. Excellent blog entry. I also agree that post-implementation is a great time to go for detailed training.

    Andy Klee