Objectives: Introduction Over View of System Analysis and Design
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- 9.2.2 User Training
| 9.2.1 Training systems operators Many systems depend on the computer – center personnel, who are responsible for keeping the equipment running as well as for providing the necessary support service. Their training must ensure that they are able to handle all possible operations, both routine and extraordinary. Operator training must also involve the data entry personnel. If the system calls for the installation of new equipment, such as anew computer system, special terminals, or different data entry equipment, the operators training should include such fundamentals as how to turn the equipment on and use it, how to power it down, and a knowledge of what constitutes normal operation and use. The operators should also be instructed in what common malfunctions may occur, how to recognize them, and what steps to take when they arise. As part of their training, operators should be given both a troubleshooting lists that identifies possible problems and remedies for them, as well as the names and telephone numbers of individuals to contact when unexpected or unusual problems arise. Training also involves familiarization with run procedures, which involves working through the sequence of activities needed to use anew system on an ongoing basis. These procedures allow the computer operators to become familiar with the actions they need to take (such as mounting magnetic disks or tapes, copying files, changing printer forms, or turning on communication systems, and when these actions must occur. In addition, they find out how long applications will run under normal conditions. This information is important both to enable users to plan work activities and to identify systems that run longer or shorter than expected – a sign that typically indicates problems with the run. 9.2.2 User Training User training may involve equipment use, particularly in the case where, say, a microcomputer is in use and the individual involved is both operator and user. In these cases, user must be instructed first in how to operate the equipment. Questions that seem trivial to the analyst, such as how to turn on a terminal, how to insert a diskette into a microcomputer, or when it is safe to turnoff equipment without danger of data loss, are significant problems to new users who are not familiar with computers. User training must also instruct individuals in troubleshooting the system, determining whether a problem that arise is caused by the equipment or software or by something they have done in using the system. Including a troubleshooting guide in systems documentation will provide a useful reference long after the training period is over. There is nothing more frustrating than working with a system, encountering a problem, and not being able to determine whether it is the user’s fault or a problem with the system itself. The place to prevent this frustration is during training. Most user training deals with the operation of the system itself. Training in data coding emphasizes the methods to be followed in capturing data form transactions or preparing data needed for decision support activities. For example, in an accounting system, it maybe important to translate customer names into customer account numbers that are input as part of the accounting transaction. Users must be trained so that they know how to determine the customer account number, that it is four digits in length, and that there are no alphabetic characters in it. Data – handling activities receiving the most attention in user training are adding data (how to store new transactions, editing data (how to change previously stored data, formulating inquiries (finding specific records or getting responses to questions) and deleting records of data. The bulk of systems use involves this set of activities, so it follows that most training time will be devoted to this area. From time to time, users will have to prepare disks, load paper into printers, or change ribbons on printers. No training program is complete without sometime devoted to systems maintenance activities. If a microcomputer or data entry system will use disks, users should be instructed in formatting and testing disks. They should also actually perform ribbon changes, equipment cleaning and other routine maintenance. It is not enough to simply include this information in a manual, even though that is essential for later reference. As the above discussion demonstrates, there are two aspects to user training familiarization with the processing system itself (that is, the equipment used for data entry or processing) and training in using the application (that is, the software that accepts the data, processes it, and produces the results. Weaknesses in either aspect of training are likely to lead to awkward situation that produce user frustration, errors, or both. Good documentation, although essential, does not replace training. There is no substitute for hands – on – operation of the system while learning its use. Download 0.94 Mb. Share with your friends:
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