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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:
- Get an understanding of what they are doing with these reports? What is the main purpose of this service?
- 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
- How often is this ran? Bi-weekly/Monthly/Quarterly
- Who is receiving the report?
- 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
- Show the overview of the report we complete (All Currently and Previously Enrolled)
- Get an understanding of what they are doing with these reports? What is the main purpose of this service?
- Ensure this is passed along to Client Success during the handoff
- Email Leadership Operational Request Details
- Roster
- Matrix (includes training recurrences)
- Reoccurence of 'All and Currently Enrolled' Reporting - monthly, quarterly, annually
- 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
- If applicable, advise of reoccurrence of learner changes (from Encompass) being sent to TPMSupport.
- This would be worked out ahead of time with Product
- Complete 1 Training
- Overview of TMC
- How to run reports
- Warm Handoff to Client Success
- Client Success
- Introduction Email
- Introduction Meeting
- Operations
- Reports (weekly)
- Storing them in the R drive: R:\KDS\Operations\CoE\TPM
- 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)
- Yearly: Email each client the Matrix (current year) and a blank one to see if they have adjustments (email example below)
- Add the new Matrix to OneNote for Operations
- Operations
- Run Reports
- Enroll based off of Matrix
- List below
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 via C4C ticket (using Training Program Management as the Category).
- Client Success
- update primary contact name, email address, and phone number
- corporate physical address
- adding more courses to training matrix
- 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
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#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
-
Product Noted in Meeting - ability to change learner username (example: ADM Trucking)
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ATTACH THIS DOCUMENT (located here R:\KDS\ASP\Implementation Procedures):
Training Matrix.xlsx
Yearly Email for New Matrix:
Subject: Review and Update Your Training Matrix for Next Year
Dear [Recipient's Name],
I hope this message finds you well. It has been a pleasure assisting your business with your training management this year. As we look ahead to the coming year, we want to ensure that we continue to provide the appropriate courses to your students.
Please take a moment to review the current training matrix and fill out a new matrix for next year. Your input is invaluable in helping us tailor our offerings to meet your needs.
Please find the attached spreadsheet. Kindly complete the training matrix using the online course catalog to search for the training courses you’d like to utilize. Here are the steps to follow:
- List the job functions for each employee.
- Based on the job function, identify the required courses for that employee.
- List the exact course names and E-Learning Product Codes in the Course Title/Code fields on the spreadsheet. The E-Learning Product Code will be listed in the course description.
Thank you for your attention to this matter. We look forward to continuing our successful partnership.
Best regards,
Noteworthy:
- Corrective Action Training through MVR lives with MS. It will be a different TMC/TOD Account that this training is issued through, by MS, and all reporting on CAT Training will come from MS to the customer.
- TS & TPM is not involved in CAT training through MVR from MS
- Learner Changes from Encompass
- A report can be ran at whatever cadence is needed - daily, weekly, monthly, etc.
- Connect with Adam Reynolds to Establish this
- Report will be sent to TPMSupport Mailbox in order for Operations to complete
- Learner Changes from Managed Services
- A report can be ran at whatever cadence is needed - daily, weekly, monthly, etc.
- Connect with Shelley Hoffman to Establish this
- Report will be sent to TPMSupport Mailbox in order for Operations to complete
- We may have a scenario where a SFTP is needed - here is the process we follow:
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