• Release plan is outlined in detail, with necessary phases, timeline and decision points
• Release procedures and fallback processes are defined and agreed upon by decision makers
• Test groups are identified and relevant to the application
• Test feedback is clearly documented and reviewed by appropriate personnel • Results are communicated to design team
for design modification as necessary
F1. Participate in development of release plan
• Knowledge of release procedures • Knowledge of feedback processes • Knowledge of fallback and contingency
plan considerations
• Knowledge of customer business requirements
• Ability to consider risks/implications • Ability to compile multiple viewpoints • Ability to present complex ideas/
information
• Ability to analyze group/individual responses
• Ability to interpret, clarify and influence communication
F2. Train technical support staff
• Training procedures are developed and documented
• Training sessions are scheduled and conducted according to plan
• Feedback system from technical support staff to design group is in place • Technical staff is able to fully support
the product
• Training alternatives are identified and assessed
• Knowledge of design of technical training processes
• Knowledge of requirements of technical support groups
• Ability to design, organize and present technical material to a technical audience • Ability to identify important technical
training issues and provide feedback to appropriate personnel
• Knowledge of evaluation techniques for technical training effectiveness
• Ability to identify training needs • Ability to conduct task-specific training • Ability to coach others to apply
related concepts
• Ability to present complex ideas/ information
• Ability to analyze group/individual responses
F3. Participate in development of user training plan
• Training materials are clear, effective and satisfy training objectives
• Training is adjusted for learning needs • Training plan adequately addresses
the effective operation of the software and system in accordance with the system requirements
• Training plan addresses who, when, where and how the training will be delivered
• Knowledge of instructional design principles
• Knowledge of training objectives • Knowledge of user needs and skill levels • Knowledge of training tools and
delivery methods
• Ability to assess and analyze training needs and conduct effective training • Ability to present complex information • Ability to develop appropriate training
procedures and materials • Ability to encourage learner
independence
• Ability to assess and recommend training alternatives
• Knowledge office productivity software and online resources
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation AbilitiesProgramming/
Software
Engineering
Critical Work Function: Release Product
F4. Transition to new system
• Transition alternatives are evaluated relative to cost, time and effectiveness in meeting the organizational operational requirements
• Transition plan is outlined in detail with necessary phases and timeline
• Contingency plan and fallback procedures are in place
• Impact on productivity has been analyzed and communicated to appropriate personnel
• Transition plan is implemented with minimal impact on overall productivity • New system is fully operational
• Knowledge of transition process • Knowledge of productivity factors • Knowledge of contingency procedures • Knowledge of transition alternatives for
new system implementation
• Ability to respond to customer needs • Ability to demonstrate sensitivity to
customer concerns/interests • Ability to moderate discussion • Ability to interpret complaints
and concerns
• Ability to evaluate system performance and productivity
• Ability to examine situation, analyze possible causes/reasons and recommend plan of action
F5. Evaluate, correct and document defects
• Feedback procedure is in place and adequate to meet user needs • Defects are documented and
communicated effectively to appropriate personnel in a timely manner
• Defects are evaluated for impact on functionality and recommendations are formulated
• Defects are corrected or logged for input into next design iteration depending on impact
• Knowledge of system error analysis and resolution procedures
• Ability to evaluate importance of defect • Knowledge of system requirements relative
to organizational goals and objectives • Ability to analyze design, hardware and
software problems
• Knowledge of procedures for documenting and tracking problems and resolutions • Knowledge of version and revision controls
• Ability to respond to verbal/nonverbal communication
• Ability to demonstrate sensitivity to customer concerns/interests
• Ability to determine system components to be modified or improved and adjust system operation
• Ability to troubleshoot system malfunction/failure
• Ability to present complex/technical information/data
KEY ACTIVITY
PERFORMANCE INDICATORS
TECHNICAL KNOWLEDGE
EMPLOYABILITY SKILLS
How do we know when the key activity is performed well? Skills, Abilities, Tools SCANS Skills and Foundation AbilitiesProgramming/
Software
Engineering
Critical Work Function: Release Product
F6. Evaluate, implement and document enhancements
• Proposed enhancements are congruent with technical support and user feedback • Recommendations for enhancements
are documented
• User comments are accurately recorded, evaluated and prioritized
• Recommendations are implemented or logged for input into next design iteration
• Ability to translate available feedback into recommended system enhancements • Ability to formulate tradeoffs regarding
enhancements
• Knowledge of operating systems • Knowledge of data gathering methods/
procedures for enhancements • Knowledge of document and revision
control practices
• Knowledge of organizational goals and business objectives
• Ability to demonstrate sensitivity to customer concerns/interests
• Ability to write summaries and reports • Ability to suggest system modifications/
improvements and determine system components to be modified or improved • Ability to analyze impact of modification
Technical Support