Your project plan to install your new Order Management System (OMS) should have tasks and assignments for developing training materials and standard operating procedures. The new OMS will affect the productivity of many departments, including contact center, warehouse, accounting, merchandising, marketing and management reporting.
Companies often struggle for six to eight months after implementation to regain their productivity and proficiency levels. Here's how your company can shorten the OMS learning curve.
There are several types of documentation and training to consider: system user documentation describes the system (provided by the vendor); training materials which teach your employees how to use the OMS in your business; and Standard Operating Procedures which include company policies and its use with the system.
The vendor's contractual responsibility is typically to "train the trainer." This means training a limited number of people (fewer than 5) that can internally become the nucleus of your training team. Don't under-estimate the amount of training hours you'll need.
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