QA worked closely with Thornton & Ross to develop a software training programme divided into modules to address the differing needs of its end users:
- Regular users - As the majority of users did not need to use the advanced features of the Office 2007 software for their roles, QA delivered a one-day New Features of Office 2007 course to familiarise these users with the upgraded software
- Heavy users - For individuals whose roles required a greater understanding of specific applications, QA delivered dedicated courses on the advanced features of each of the Office 2007 applications (e.g. Excel for Finance Team members, and Word for Salespeople)
- Senior staff - QA delivered one-to-one sessions to individuals unable to take time away from their roles to attend the one-day course. These sessions aimed to provide a familiarity with the appearance of the new software, its basic features and where key functions could be found
Flexibility was central to the success of the programme. With delegates attending from different job-roles across the organisation, it was important that the sessions were aligned to attendees' role requirements. Due to the unpredictable shift pattern of Thornton & Ross' employees, QA's trainer needed to be ready to deliver any of the programme's 12 different modules at any given session.
QA addressed both of these needs by deploying a core Microsoft Subject Matter Expert for the continuation of the programme, ensuring that:
- The expertise to deliver any course necessary was in place at all times
- The trainer had a suitable understanding of Thornton & Ross' business to adapt training content to fit delegates' needs
QA made this flexibility possible by shipping course manuals for the 300 users in advance, guaranteeing the correct materials were in place for training to be delivered when requested.
Following the completion of the training modules, the core QA trainer remained on Thornton & Ross' premises for a further week, providing a drop-in service for individuals to seek expert support if they encountered any difficulties with the software on return to their desks.