9.1. "You Trained Them Wrong"

9.1.1. "You Trained Them Wrong"

At the same bank, another huge project I worked on was to lead the development of training for all the back-room data-entry staff on a brand-new mainframe system—we switched from Honeywell to IBM, and the conversion project took two years! Our training team worked with programmers, business analysts, subject matter experts, and end users to make sure we were on target with the training.

Finally, the conversion day arrived. That afternoon, as the data-entry people began keying transactions, the program came to a screeching halt. After some quick and frantic analysis, the programmers told the "big boss" that "training had really messed up by training people wrong." Of course, my heart ...

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