My job is IT Functional Administrator in a privately owned fruit & vegetables company. My duties includes answering questions regarding (missing) stock, tracing of pallets in the key ERP system. Occasional project management of small implementations (VoIP, test changes).
BUT: How to learn the processes?
In order to get anywhere & valuable its essential for me to know processes, and as much detail thereof. This way it would be easier to connect various IT-related issues, resulting in a faster resolution of (support) questions. Its also my ambition to grow towards full business analyst.
Our company have sales, production, warehousing, transport-departments etc. My end users are diverse from order pickers to logistical & production support.
My IT-manager it a Manager Tools-manager. Together with him we agreed that my goal of 2014 is to now business processes inside & out supported by our ERP-system, as well as various nitty gritty details. Its tricky at best!
My manager thus threw me a “bone”. However, my challenge is HOW achieve my 2014-goal without irritating people & not interrupt day-to-day operational work.
My approach would be to interview (end)users, on what they do, why they are doing things, what are the typical problems they face. BUT… 99% of my colleagues are focused on their piece of the process chain. These specialists knows everything about their small piece but nothing about what happens thereafter. Which isn’t their problem either. Considering some specialists has been doing the job for >10 years and when I come around with a question you can literally hear the “sigh”. Most of these specialist aren't into explaining what they do. They want to finish the job.
According to my 3-weeks planning I should start on it next week. After this 3 weeks I need to reflect on my learnngs, by giving a presentation on business processes to the fellow IT-team members.
- How I do reserve time from the busier than busy operations?
- How do I learn what customer support / invoicing guys do?
- How do I approach people in Transport department, that makes trucks ready for local & international customers?
- How can i best make appointments to get some time from these operational specialists, without them *sighing* in frustration, or sending me away..?