Training Development - Leading Edge of Customer Satisfaction
Introduction
While software management and quality are my specialties, I have always taken the view that the whole product includes its software, documentation, and training components. Customers gauge the quality of the software product by their experience using all of its components.
My background includes developing the training material for several software products and processes. As with technical publications, I know how to build communication components so that they add maximum value. The following articles demonstrate some of these accomplishments.
Training is the leading edge of a customer's experience with a software product. It sets their initial quality perception, especially around intuitiveness, ease of use, and suitability for their mission. This article discusses how rearchitecting training dramatically improved customer acceptance of the software.
Software applications are often rich with capabilities that are well suited for their market space. However, customers can literally choke to death on features that don't appear relevant to their problems. The poor quality label can end up on software that appears bloated and overwhelming during training. This article talks about tuning training to meet relevant needs of the audience.
© 2007 Claude Fenner - Specializing in Software Management and Quality www.claudefenner.com