Case Study - Inclusive Design
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"Network Management" Training Course Development
Client - Systems integrator serving an international military client
Kwictech created all of the user, administration and software maintenance training for a comprehensive systems integration project. A variety of commercial-off-the-shelf software, legacy systems, and custom developed database applications were used to create a secure integrated network management system for a military client to manage their world-wide command and control communication systems. The prime objective of the project was that management of both IP and non-IP networks be incorporated into a single system to ensure that consistent information of the managed assets was available and that the data could be kept updated in a timely manner. The system provided support tools to control switched networks, transmission media assets and circuit level connectivity
Inclusive Design
Users/trainees of the new system included telecommunications technicians with basic computer usage skills as well as expert users versed in specific aspects of automated network management tools. This audience was to receive training in all user and day-to-day system administration needed to use the entire system so they could act as "coaches" upon their return to their home postings. The adoption of a train-the-trainer philosophy by the client was modified to accommodate a diversity of telecommunications knowledge, computer usage skill levels, job experience, coaching requirements, and budget limitations. In fact, a train-the-coaches-to-perform / to-maintain approach was used throughout the project. Software maintenance needs differed and were addressed separately.
There were two phases to the project. Phase I training was a four-day course which taught network managers how to use the primary network administration software. Phase II covered all aspects of the system in preparation of the client assuming full responsibility. For Phase II, two courses equaling twenty-five days of training were developed: i. Operations and Administration, and ii. Software Maintenance.
  • Tactical Training Plans
  • Technical Experience & Education Survey
  • Instructor Teaching Materials
  • Phase I, 4-day Network Administration course
  • Phase II, 15-day Operations & Administration course
  • Phase II, 10-day Software Maintenance course
  • Self-Check & Laboratory Exercises
  • Daily Feedback Instrument
  • Student Handbook Materials for all courses
  • Final Evaluation Report
Key Success Factors
Organization ability, attention to detail, and an emphasis on quality ensured that the seventeen volumes of training documentation were complete and accurate. Using a systems approach to training, subject expert knowledge was communicated to course developers who created all the training material. Subject experts then taught the course after being coached on how to capitalize on their unique knowledge of the development process.
Demonstrated Capabilities
  • Project management
  • Requirements definition
  • Questionnaire and survey design/analysis
  • Documentation control
  • Curriculum design
  • Development of technical training materials