In a recent post, I shared Ken’s story about finding efficient ways to train his new maintenance employees.
It’s a situation more maintenance managers are finding themselves in. If you haven’t yet, you will soon. We’re all dealing with staff turnover as older employees retire and new ones come on board.
To recap if you missed it, one-third of Ken’s maintenance staff was new to his organization. And the usual hands-on, peer-to-peer training wasn’t as effective as he needed it to be to get everyone up to speed quickly. Formal classroom training ended up being the right choice for Ken to get his large group of new users up and running.
But Ken had another problem.
Among those retirees were three of Ken's maintenance software "super users"—staff members who knew how to get the most out of their MPulse CMMS software.
These were Ken's go-to people whenever he had questions or needed data for everything from replacement budgets to asset life cycle forecasts. In fact, they were the whole organization’s go-to people for anything related to maintenance.
"They really pushed the limits of the software," Ken said. "They knew it inside and out. Those are big shoes to fill."
What’s a CMMS Software “Super User”?
Ken’s super users were what we call “MPulse champions”—they were directly involved in the original software implementation, they trained other users, they provided internal technical support when needed, and they “championed” the use of the software to others.
Their enthusiasm for the software and its capabilities was catching. It helped Ken get his whole team on board with the initial implementation. And it helped the whole organization discover the value of CMMS data—and the decisions it helped make.
Super users are the hardest ones to replace after they retire or move on.
So it’s really important to train new ones.
How Do I Create CMMS Software “Super Users”?
Ken is already on the path to creating new CMMS software super users by investing in classroom training. Formal training is the first step to developing employees who are knowledgeable and enthusiastic about their job and the software tools they use.
It’s also important to support people who are likely to become super users with time, continuous training, and hands-on experience. You know who they are—they are approachable, open to learning, responsible, and knowledgeable about their organization and how to contribute to its success.
In general, maintenance managers should encourage employees who have…
- A strong understanding (or potentially strong understanding) of workflows
- A belief in the value of technology and data-driven management
- An enthusiastic attitude and strong communication skills
- Good problem-solving capabilities
- Flexibility and adaptability to change
- Desire for continued learning and skill development
It takes time and experience to get there. But Ken can encourage the development of his new super users with training and opportunities for growth.
Who are your CMMS software super users? How have you helped them become successful? Leave a comment or contact me.