End-user training is something that's often overlooked in the SAP space, but it shouldn't be. For an SAP implementation to truly succeed, end users need to be happy. And for them to be happy, they need to know how their system works. If they don't, you risk having the system go unused or improperly used, reducing the implementations ROI.
In his first SAP Professional Journal article, "An E-Learning Course That Encourages End Users to Learn Through System Errors," SAP trainer AbduNaser Shhub shares an e-learning course he's used to achieve success in teaching end users the ropes. The secret in his method is to for end users to make mistakes to show them what mistake causes what error. By having them go through the motions with this purpose, they can then avoid the mistakes later on. Here's how he introduces the article:
I’ll show you how to develop an e-learning course that is based on objectives and that you can give to end users to show them how to perform various tasks. I’ll do this through a simple example that is related to service procurement. The course structure includes four lessons:
- Lesson 1 shows end users how to create a purchase requisition
- Lesson 2 teaches them how to create and approve a requisition supplement
- Lesson 3 shows the creation of a bid slate, or the selected bidders to be included in the request for quotation (RFQ) process
- Lesson 4 deals with creating and approving an RFQ
System errors are included in these lessons throughout the various steps. Of course, there are thousands of documented errors in the SAP system, but these cannot all be included in the course. Only important, common errors that can help in achieving the course objectives should be included. You have to be careful not to confuse end users and teach them how to do things incorrectly. Support and help desk people can help in identifying common errors.