| Resolution: |
Training Program Management will involve Implementation, Client Success, and Operations.
Existing Business from Managed Services (no TS Implementation involvement) -
1) Set Up Completed by Product via Migration
2) Warm Hand-off from Managed Service Rep to Client Success
3) First Meeting with Client Success:
- Getting Logged in to TMC - advising they do not HAVE to but they can
- TMC Training for Customer - focus on overview and Reporting
- Assistant Coordinator Access & Completing Set Up
- Confirm the expected reports & reoccurrence
4) Ongoing Support from Client Success:
- Forward emails from Operations Team to Client
- Following the process below to provide Operations with any request from Client
New Business -
Original Set Up:
- Implementation Analyst
- Send Kickoff Email
- Kickoff Meeting
- Implementation Ticket to Include
- Roster & Matrix Attachments
- Also place in the My Documents are of TMC > Under My Profile
- One Note Creation
- Client Page
- Client Matrix
- Report Standards
- TMC Set Up
- Import Learner Roster
- Add Locations
- Setup Classroom Programs if applicable
- Create reoccurring enrollments (if current TMC recurrence option)
- Set Minimum passing score
- Schedule 1 Training after TMC is Set Up
- Overview of TMC
- How to run reports
- Email Leadership Operational Request Details
- Roster
- Matrix (includes training recurrences)
- Reccurance of Reporting - weekly, biweekly, monthly
- Start date of training enrollments
- Minimum passing score
- who receives enrollment notifications
- contact name and email address
- if the courses are sent directly to the learners, we need their email addresses
- Complete 1 Training
- Overview of TMC
- How to run reports
- Warm Handoff to Client Success
- Client Success
- Introduction Email
- Introduction Meeting
- Provide 'Templates' for Changes
- Operations
- Reports (weekly)
- Ongoing Enrollments - these courses will be assigned to your learners "heads up"
Ongoing Support:
- Client Success
- Notifying of any obsolete or new courses
- Send Recurring reports (ran by Operations)
- Operations
After the fact changes we may receive the following changes. All of these items will come to the Client Success Representative first; CS will send to Operations (ensuring template is followed, including the process doc) via TPMSupport@jjkeller.com
- Client Success
- update primary contact name, email address, and phone number
- corporate physical address
- adding more courses to training matrix
- update OneNote; send to Operations (C4C - email?)
- Operations
- re-enrollment cadence changes
- adding or deactivating learners
- adding another job function
- random enrollment
- update classroom records
- manage training topics & job functions
- course extension
- un-enrolling and re-enrolling (if expiration is past 6 months)
- learner changes (name, email address, phone number, job function, location)
TPM Related Enhancement Requests
-
#18841 - allow recurring enrollment to be the same timeframes that we offer for TPM to help with manual efforts for TS
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#18842 - allow learner groups to be added as a report column in the reporting that we send TPM customers on a weekly/biweekly basis
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#18871- Notification/Alert. Reminder of a reoccurring enrollment (in 30 days these courses will be assigned to your learners)
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#18872- Report that includes ALL of the Weekly Report information
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Product Noted in Meeting - ability to change learner username (example: ADM Trucking)
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