Staff are not using the system properly — answered by Engineer Saeed Baatiah
Three causes, all solvable: the system takes more steps than the old way (so staff return to paper, and they are right to), the training was a one-off demonstration with no written reference, or nobody owns compliance so it becomes optional. The practical fix: a one-page illustrated guide per recurring task, posted at the workstation itself rather than in a file on a network drive.
Examine the cause before blaming staff, because one of the three causes is not their fault at all: if the system takes twelve clicks for what took three steps on paper, returning to paper is rational behaviour rather than resistance to change. Watch someone perform a recurring task and count the steps — if there are many, the problem is the workflow design, and it may be simplifiable or automatable.
And effective training is not a one-off demonstration but a reference within reach: a one-page illustrated guide per recurring task, printed and posted at the workstation itself. A file on a network drive is never opened when needed — a sheet in front of you gets read. And designate a "champion" from among the staff in each section, asked before external support.
And the third element is decisive: nobody owns compliance, so it becomes optional. Define one simple weekly metric — the share of visits recorded in the system on the day they happened, say — and show it. What gets measured gets done, and what is not measured is left to discretion and fades a month after go-live.
- Count the steps — if there are many, the design is the problem
- A one-page guide at the workstation, not a file on a network drive
- One weekly metric, displayed — what gets measured gets done