Re: Training?
Even proper training is sometimes not enough. Let us rewind to the 1980s ....
A mainframe system had been developed which replaced a hitherto manual writing and stored-paper based workflow. This was a major culture change for a workforce that has Always Done Things This Way so off site training was arranged to introduce all the staff to the new way of working. Hotels and booze were always a good way to inculcate a positive feeling about the new terminals and the death of pen on paper
All went well and the workforce whizzed through work like a hot knife through butter. We were delighted that the system performed well against all metrics, including a sub-second response time which was a metric that was always smashed, except in one office, where the response times were truly dismal.
This office sat at the end of a CO3 line which should have been more than adequate. Stats were gathered, traces were put in place. All the underlying figures looked good but the traffic was unexpectedly spiky. A visit was planned to the office to check out the local installation of the comms kit. Back came our comms guy with a huge smile on his face.
All the staff had been on the same training course. As they sat in the class room they would fill in the TP screen with data, then, on the instruction of the trainer, hit the "Enter" button at the same time. This was what they trained to do and this is what they took back to the office with them. As the worked they would fill their screen then check with all their colleagues to see if they has a screen-full too - "Are you ready Carol? Brian? Kate? Colin?" - and when they all had a screen full, and only then, they all hit "Enter" at the same time.
The CO3 line which had been polling with no return for several minutes was now flooded with data and did what it could but didn't do it very quickly.
"But it's how we did it in training ...".
Response times soon normalised and an anecdote was born.