Training Request and Delivery Lifecycle (TRDLC) · The Training Request and Delivery Lifecycle...

Training Request and Delivery Lifecycle (TRDLC) STANDARD OPERATING PROCEDURE

BUSINESS PROCESS DOCUMENT DOCUMENT STATUS: VERSION 0.1

AL MAHA CONSULTING LTD.

Department Business Transformation

Process Owner

Authorized By

Issue Date 10/30/2017

WWW.ALMAHACONSULTING.CA

http://www.almahaconsulting.ca/

Training Request and Delivery Lifecycle (TRDLC) AL MAHA CONSULTING LTD.

STANDARD OPERATING PROCEDURE | STATUS: VERSION 0.1 2

www.almahaconsulting.ca

CONTENTS

1. Objectives of the Business Process ................................................................................................ 4

2. The Approach ................................................................................................................................. 5

3. The Scope ...................................................................................................................................... 6

4. Responsibility Matrix (RACI) ........................................................................................................... 7

5. Business Rules ............................................................................................................................... 9

Training Estimates .......................................................................................................................... 9

Training Request Form ................................................................................................................... 9

Training Resource Allocation .......................................................................................................... 9

Training Scoping and Needs Analysis ........................................................................................... 10

Training Implementation ................................................................................................................ 10

Release Training ........................................................................................................................... 10

Post Training Review and Evaluation ............................................................................................ 10

6. TRDLC Process Overview ............................................................................................................ 11

7. Work Instructions .......................................................................................................................... 12

STAGE 1....................................................................................................................................... 12

Training Request Initial Assessment – Determine True Training Needs ........................................ 12

STAGE 2....................................................................................................................................... 13

Resource Allocation ...................................................................................................................... 13

STAGE 3....................................................................................................................................... 15

Training Scoping and Requirements Gathering – Training Needs Analysis ................................... 15

STAGE 4....................................................................................................................................... 18

Training Development – Training Course Structure and Material .................................................. 18

STAGE 5....................................................................................................................................... 23

Training Implementation –Training Rollout, Delivery and Publication ............................................ 23

STAGE 6....................................................................................................................................... 26

Training Evaluation – Reaction, Learning, and Impact .................................................................. 26

8. Process Metrics (KPIs) ................................................................................................................. 30

9. List of Supporting Documents ....................................................................................................... 31

10. Process Improvement Recommendations..................................................................................... 32

11. Process Map ................................................................................................................................. 33





Document Information Release No. Version 0.1 Release Date 10/30/2017 Document Title Training Request and Delivery Lifecycle (TRDLC) Reference BUSINESS PROCESS REENGINEERING LIBRARY

Revision History

VN Date Remarks Authored/Revised By

V0.1 10/29/2017 1st draft of the Training Request and Delivery Lifecycle (TRDLC) | STANDARD OPERATING PROCEDURE.

AL MAHA CONSULTING LTD.

Approvals

Name Role Original Approval Date:

Click here to enter a date.

Contribution/Review List

Name of person who reviewed and/or contributed to the deliverable

Role

Distribution List

Name of person(s)/entities who received copy of final deliverable

Glossary and Acronyms

Term Meaning

SMERC Subject Matter Expert Review Committee RFS Request for Service RFE Request for Estimate RFR Request for Resource TRF Training Request Form SRS Software Requirements Specification document SDD Software Design Document BRQ Business Requirements document ACC Acceptance Testing BA Business Analyst TA Technical Analyst PM Project Manager, Project Management


http://almahaconsulting.ca/downloads/business-process-management-library/




1. OBJECTIVES OF THE BUSINESS PROCESS

The Training Request and Delivery Lifecycle (TRDLC) provides the opportunity to improve training

services by defining a clear process for requesting, reviewing, developing, delivering, and evaluating

training courses and programs, to ensure that all offered training courses and programs achieve a

consistent high quality and standard that reflects well upon the name, public image and profile of the

company.

The Training Request and Delivery Lifecycle (TRDLC) ensures that all training requests are handled

only through the Training Services division, which takes the lead role in managing and evaluating training

courses and programs—including making the decision as to whether or not training services are needed

and/or warranted, to avoid confusion or duplication of effort and to assist the Training Services division

in achieving greater efficiency.

The Training Request and Delivery Lifecycle (TRDLC) provides company staff with information on

how the Training Services division works, who should be contacted within this division with regards to

training requests, and how the Training Services team members go about completing their

responsibilities—offering the opportunity to reduce escalations to senior management by defining clear

approval authorities.

Where improvement opportunities have been identified, these were recorded as either Key Business

Process Improvements (BPI) or Longer Term (LT) Improvement Opportunities.





2. THE APPROACH

To map and document the Training Request and Delivery Lifecycle (TRDLC) | STANDARD OPERATING

PROCEDURE, the consultants reviewed supporting documentation for the RFS and product

requirements and benchmarked against best practices in training preparation, delivery and evaluation—

especially the Training and Development ADDIE (Analyze, Design, Develop, Implement and Evaluate)

Model.

INPUTS ACTIVITIES OUTPUTS

SMERC procedures

Existing product training material

RFS User Documentation

ADDIE Model

Review existing training material, training procedures, and product information

Benchmarking and process validation walkthroughs

E2E Training Request and Delivery Life-Cycle (TRDLC)

P r oc es s

D o c u me n ta t i on





3. THE SCOPE

The following end-to-end process was documented by the consultants:

The Training Request and Delivery Lifecycle (TRDLC) business process includes the procedures

followed for requesting, receiving, reviewing, developing, delivering and evaluating training through the

SMERC/Work Intake Process or the Request for Training Workflow on MS SharePoint. This involves

training request initial assessment; resource allocation; training scoping and requirements gathering;

training development (instructional design); training implementation—training rollout schedule, training

delivery and training material publication; and training evaluation—with three-level evaluation:

REACTION, LEARNING, and IMPACT.

For each of the procedures and activities listed in the process, the process highlights who is responsible

for performing the procedure, when the procedure should be completed and the required documentation.

E2E Training Request and Delivery Life-Cycle (TRDLC)





4. RESPONSIBILITY MATRIX (RACI)

BUSINESS UNIT Business Transformation

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LV1 PROCESS NAME Training Services

LV2 PROCESS NAME Training Processes

LV3 PROCESS NAME Training Request and Delivery Lifecycle (TRDLC)

PROCESS REFERENCE BUSINESS PROCESS REENGINEERING LIBRARY

VERSION Version 0.1

R – Responsible Person who performs an activity or does the work

A – Accountable Person who is ultimately accountable and has Yes/No/Veto

C – Consulted Person who needs to provide input to the activity

I – Informed Person who needs to know of the decision or action

PROCESS STEP / ACTIVITY

Training Requests through SMERC/Work Intake Process Training Requests through the Request for Training Workflow

Review request Review Request R R

Inform Requester training not required Inform Requester training request is rejected R R I I I I

Provide L0 Estimates R I I I

Open Training Request RFS R I

Add training resource Add training resource R R I I I I I I

Provide L1-L3 Estimates I R I I

Determine best training methodology Determine best training methodology C C R R C C

Design training course outline & associated material Design training course outline and associated material C C R R I I






BUSINESS UNIT Business Transformation

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LV1 PROCESS NAME Training Services

LV2 PROCESS NAME Training Processes

LV3 PROCESS NAME Training Request and Delivery Lifecycle (TRDLC)

PROCESS REFERENCE BUSINESS PROCESS REENGINEERING LIBRARY

VERSION Version 0.1

R – Responsible Person who performs an activity or does the work

A – Accountable Person who is ultimately accountable and has Yes/No/Veto

C – Consulted Person who needs to provide input to the activity

I – Informed Person who needs to know of the decision or action

PROCESS STEP / ACTIVITY

Training Requests through the SMERC/Work Intake Process OR the Request for Training Workflow

Establish, coordinate, and communicate training rollout schedules, checklists, and resources R R A I A

Perform pre-training verification C R

Deliver training R

Publish training material C R I I I

Collect and review level 1 evaluation forms, trainees’ questions and comments I R I

Collect and review pre- and post-tests I R

Conduct and review impact assessment surveys C R C I






5. BUSINESS RULES

This summary highlights the business rules relevant to the implementation of the Training Request and

Delivery Lifecycle (TRDLC).

Training Estimates

L0 (ballpark) Estimates are based on the RFE and the solution provided by the Software

Development Team.

L1 Estimates update is based on the Level1/Level2 approved BRQ Document.

L2 Estimates update is based on the Level1/Level2 approved SRS Document.

L3 Estimates update is based on the Level1 approved SDD Document.

Training Request Form

The Requester must fill out the Training Request Form (TRF) at least TWO Weeks before training

is requested. Those requests that do not follow this timeline will be dealt with on a case by case

basis.

The Training Lead will review the training request and will respond to the Requester within TWO

Days from receiving the TRF.

If the TRF Status is changed to “Completed”, The TRF becomes Read-Only. In which case, no

future changes can be made to this form.

Training Resource Allocation

For training requests through the SMERC/Work Intake process, the training resource allocation

timeframe will be governed by the Resource Allocation Service Level timelines, and is based on

the RFR sent by Work Intake or the PM (for late training requests)—release schedule and training

L0 Estimates.

When assigning training resources to an RFS, the Training Lead will send the assigned resource

a task assignment notification email, which includes the Estimate Effort Days, as well as the Start

and End dates, as recorded in the PM Tool.

When assigning training resources to the TRF, and when the TRF is saved, two automatic email

notifications will be sent, one to the assigned Training Resource and another to the Requester,

for information. In which case, the Requester will have Read-Only access to the TRF.





Training Scoping and Needs Analysis

For training requests through SMERC/Work Intake process, the training methodology and training

course development are determined by the scope and scale of the RFS development and related

product releases.

For training requests through the TRF workflow on MS SharePoint, the training methodology and

training course development are determined by the selection criteria in the TRF—including the

selected product/module/topic, intended audience, and requested training delivery method,

among others.

Training Implementation

Training rollout implementation and delivery timetable and schedules will be reviewed and

approved by the Training Lead, the Training Manager and the Requester before these are

communicated to all other stakeholders.

RELEASE TRAINING

Release Training is typically scheduled two weeks prior to ACC deployment, depending on the

completion and availability of the following inputs:

Completed Release Scope

Completed and approved SRS

Completed and approved SDD

Presentation development (including real-life examples in pre-ACC environments documented

within the lesson plan)

Post Training Review and Evaluation

The Training Resource will review and assess level 1 evaluation forms and trainees’ questions

and comments within two weeks from conducting the training session/course.

The Training Resource will collect and review pre- and post-tests, conduct follow-up

evaluations/feedback one to two months following the training to check retention of information.

The Training Resource will conduct and review training impact evaluations three to six months

after the training – by written/electronic surveys - to measure the influence the training has had

on the trainee's work culture.

The Training Lead and Training Manager will oversee the training evaluation process through

training quality assessment and control plan that is communicated to senior management and

updated annually.





6. TRDLC PROCESS OVERVIEW

The Training Request and Delivery Lifecycle (TRDLC) business process is adapted from the Training

and Development ADDIE (Analyze, Design, Develop, Implement and Evaluate) Model and

comprises the following SIX stages:

TRAINING REQUEST AND

DELIVERY LIFECYCLE

(TRDLC)

1. Training request initial assessment

2. Resource allocation

3. Training scoping and requirements

gathering

4. Training development (instructional

design)

5. Training implementation

6. Training evaluation

3-level evaluation

Level 1 Evaluation: REACTION

Level 2 Evaluation: LEARNING

Assessments

Level 3 Evaluation: IMPACT Assessments

SUMMATIVE TRAINING

EVALUATION





7. WORK INSTRUCTIONS

STAGE 1

TRAINING REQUEST INITIAL ASSESSMENT – DETERMINE TRUE TRAINING NEEDS

Process Step Responsible Description System/Channel Inputs Outputs

Training Requests through the RFE and RFR (SMERC/Work Intake or PM) Process

Review Request

Training Lead

The Training Lead assesses the request for L0 estimates to determine true training needs vs. backend development – not requiring training – and identifies what knowledge and skills need to be learned. Based on the review, the Training Lead will either reject the request or provide training L0 estimates.

Records of the review and actions of the review will be maintained.

Email

PM Tool

RFE

SMERC Agenda / Action Items

Dev. Estimates


Inform Requestor Training Not Required

Training Lead

The Training Lead sends an email to Work Intake informing them that training is not required and including the reason(s) for not providing the training estimates.

Email SMERC Agenda / Action Items


Provide L0 Estimates

Training Lead

The Training Lead provides L0 Estimates in the Estimates Spreadsheet, accessed from the PM Tool, based on the RFE and the development's proposed solution.

PM Tool

MS Excel

Estimates XL Sheet

L0 Estimates

Training Requests through the Request for Training Workflow

Review Request

Training Lead

The Training Lead reviews the Training Request Form (TRF) details to determine the nature of the required training as well as applicable prior approval requirements. Based on the review, the Training Lead will either reject the request or accept it and open a training request RFS.

The TRF must be filled out by the Requester at least 2 weeks before training is requested, to allow the Training Lead enough time to review and evaluate the training needs.

Email

MS SharePoint

TRF State Requested

Requested Training Supporting Documents/ Prior Approvals

TRF State Investigation






STAGE 1

TRAINING REQUEST INITIAL ASSESSMENT – DETERMINE TRUE TRAINING NEEDS


Upon submitting the request, an automatic email acknowledgement will be sent to the Requester, indicating that the request has been received and that a response will be sent within 2 days.

Records of the review and actions of the review will be maintained.

Inform Requester training request is rejected

Training Lead

The Training Lead enters the reason(s) for rejecting the training request in the Reason for Rejection textbox of the TRF.

Automatic email notification will be sent to Requester indicating reason(s) for rejection.

The TRF State changes to Completed. In which case, no future changes can be made to this form.

Email

MS SharePoint

New TRF State Investigation


TRF State Completed

STAGE 2

RESOURCE ALLOCATION



Add training resource

Training Lead

The Training Lead adds training resource(s) to the RFS in the PM Tool, including the Estimate Effort Days, Estimate Start and End dates.

Training resource allocation timeframe is governed by the Resource Allocation Service Level timelines, and is based on the RFS schedules and the training L0 estimates.

PM Tool

Email

RFR

Training L0 Estimates

Resource Allocation Service Level Timelines

Training Resource added to the RFS

Resource Task Assignment





STAGE 2

RESOURCE ALLOCATION


Once training resource(s) are assigned to an RFS, the Training Lead will send a resource task assignment notification email, which includes the Estimate Effort Days as well as Start and End dates, as recorded in the PM Tool.

Estimate End Date in the PM Tool reflects the date the training material will be published to the Training Repository on MS SharePoint and the extranet site.


Open Training Request RFS

Training Lead

The Training Lead opens a Training Request RFS in the PM Tool and adds the TRF as document attachment.

PM Tool Approved TRF

New Training Request RFS

Add training resource

Training Lead

The Training Lead assigns training resource(s) to the PM Tool and to the TRF and adds the Estimated Start and End dates to both as well.

After adding the Estimated Start and End dates to the TRF and saving it, two automatic email notifications are sent with a link to the TRF: one to the Training Resource and one to the Requester, for information, who will have Ready-Only access to the TRF.

The Estimate End Date in the PM Tool and the TRF reflects the date the training material will be published to the Training Repository on MS SharePoint and the extranet site.

MS SharePoint

Email

TRF State Investigation

TRF State Scheduled





STAGE 3

TRAINING SCOPING AND REQUIREMENTS GATHERING – TRAINING NEEDS ANALYSIS



Provide L1 - L3 Estimates

Training Resource

The Training Resource provides training L1-L3 estimates based on the L1/L2 approved BRQ for L1 estimates, L1/L2 approved SRS for L2 estimates, and L1 approved SDD for L3 estimates.

Training L1-L3 estimates updates take into consideration updated training needs assessment, including the time required to plan, develop and deliver the training.

PM Tool

MS Excel

Training Estimates Update Request

Existing Training Estimates

L1/L2 approved BRQ

L1/L2 approved SRS

L1 approved SDD

Training L1-L3 Estimates

Determine best training Methodology

Training Resource

The Training Resource, in consultation with the Training Lead and the Training Manager, gathers information, analyzes training requirements and determines the appropriate approach for the course and training development plan—including determining if current training material exists; the scope, purpose, and outcome of the training; training topics; intended audience; timeframes and deliverables.

Based on the training type: client requested RFS-based training or scheduled release training, the Training Resource determines the training preparation method.

The Training Resource meets with the Requester and other stakeholders to discuss the training planning and preparation—taking into account the lead and turnaround times (number of days/weeks) needed to deliver the training program/course on time.

The Training Resource fills out an initial scoping form and then a full scoping form that includes the following information:

PM Tool

MS SharePoint

Meetings

Training Initial Scoping form

Training Full Scoping form

Training L1-L3 Estimates

Training Full Scoping Form





STAGE 3



- Training prerequisites/constraints, stakeholders, topics and format, audience type, timeframes and deliverables, training evaluation instruments.

- Type of resources required, priority, mode of delivery (instructor-led - onsite/offsite, online training, self-paced), training techniques.

- Resources (human resources, tools and other resources - training facility, system access, permissions, environment, technology) materials, classrooms.


Determine best training Methodology

Training Resource

Training Lead, gathers information, analyzes training requirements, and determines the appropriate approach for the course and training development plan—including determining if current training material exists; the scope, purpose, and outcome of the training; training topics; intended audience; timeframes and deliverables.

Based on the training type: product training (including modules and topics); technology / system upgrade informational training; annual training event; or employee training and induction, the Training Resource determines the training preparation method.

The Training Resource meets with the Requester and other stakeholders to discuss the training planning and preparation—taking into account the lead and turnaround times (number of days/weeks) needed to deliver the training program/course on time.

PM Tool

MS SharePoint

Meetings

Training Initial Scoping form


TRF State Scheduled


TRF State In Progress





STAGE 3



The Training Resource fills out an initial scoping form and then a full scoping form that includes the following information:

- Training prerequisites/constraints, stakeholders, topics and format, audience type, timeframes and deliverables, training evaluation instruments.

- Type of resources required, priority, mode of delivery (instructor-led - onsite/offsite, online training, self-paced), training techniques.

- Resources (human resources, tools and other resources - training facility, system access, permissions, environment, technology) materials, classrooms.

After concluding the training scoping and requirements gathering, the Training Resource determines if training development – instructional design – is needed or if only training implementation is required.





STAGE 4

TRAINING DEVELOPMENT – TRAINING COURSE STRUCTURE AND MATERIAL



Design training course outline and associated material

Training Resource

The Training Development stage guides the Training Team through the actual creation of the required training course and associated materials.

Training material development is based on the approved BRQ, SRS, and SDD documents; existing training material, if any; existing RFS user documentation and user guides as well as new RFS user documentation relevant to the development of the training course.

The Training Resource, in consultation with the Training Lead, establishes the training course outline, description of information, examples and exercises based on the training scoping and requirements gathering stage.

Shared Drive

MS PowerPoint

Adobe Captivate

MS Word

MS Excel

RFS user documents & user guides

SRS & SDD documents

Existing training material


Instructional Design (Training Course Structure and Material)

Training course structure and outline are driven by the audience type:

- Internal Audience Type:

Production Support, Testers, BAs, TAs (knowledge transfer from the

development team). This type of audience requires in-depth RFS knowledge and training, and will be most concerned about what the new RFS development features can do as well as where those features can go wrong. They will also require instructions on any defects that the company has chosen to not fix or defects that have workarounds.

Product Managers (Buyer’s perspective): Their focus is on Features-RFS Development-Benefits. They will not be as interested in the actual feature or technical details; they need to know why a customer would care about a new RFS development and the RFS development’s benefits.





STAGE 4



- External Audience Type

Customer (Tester and Train-the-Trainer): Do’s and Don’ts of the RFS

development, setup requirements as well as new RFS development’s features.

The Training course outline and lesson plan include some of the following elements:

- Purpose of the RFS development – learning objectives for each RFS

- Tasks the user will complete with the RFS development

- How it differs from previous RFS developments or features it's replacing (if applicable)

- Common problems users may encounter

- Security issues related to the RFS development

Training course material development also takes into consideration the delivery method – classroom, e-learning or blended:

- Written - printed materials: PowerPoint presentations; training support material and handouts; quick reference guides; exercises and lesson plans; level 1 training evaluation

- Audio-visual material: projected (slides, film, video, transparencies) – non-projected (drawings, models)

- Computer Based Training (CBT): CD-based or Online (Web-Based) – WebEx and audio conference – through instructor-led or Self-Paced Training (videos and training guides available in the Training KM repository to support self-paced learning)





STAGE 4



Scalable training programs will be created that are flexible enough to accommodate both small numbers and large numbers of users and are tailored to different audience types, using a combination of computer-based and instructor-led training where users can ask questions and practice the skills with guidance from an instructor. CBT has the advantage of being able to scale up or down depending on the number of users to be trained, and users are able to proceed at their own pace, rather than having to keep up with or being held back by the rest of the class.


Design training course outline and associated material

Training Resource

The Training Development stage guides the Training Team through the actual creation of the required training course and associated materials.

Training material development is based on the selection criteria in the TRF (including the selected product/module/topic and audience, among others); existing training material, if any, and existing user guides (product guides and online help) relevant to the development of the training course.

The Training Resource, in consultation with the Training Lead, establishes the training course outline, description of information, examples and exercises based on the training scoping and requirements gathering stage.

Shared Drive

MS PowerPoint

Adobe Captivate

MS Word

MS Excel


Existing Training Material

Existing User Documents

TRF






STAGE 4



Training course structure and outline are driven by the audience type:

- Internal Audience Type:

Production Support, Testers, BAs, TAs. This type of audience requires in-

depth product knowledge and training (including modules and topics, if applicable) and will be most concerned about what the product features can do as well as where those features can go wrong, in addition to instructions on how to perform various operations on the product/module.

Product Managers (Buyer’s perspective): Their focus is on Features-Application-Benefits. They will not be as interested in the actual feature or technical details; they need to know why a customer would care about a feature and the feature’s associated benefits.

- External Audience Type

Customer (Tester and Train-the-Trainer): Do’s and Don’ts of

product/module and setup requirements as well as product/module new features and instructions on how to perform various operations on the product/module.





STAGE 4



The Training course outline and lesson plan include some of the following elements:

- Purpose of the product – learning objectives for each module and/or topic

- Tasks the user will complete with the product or module

- How it differs from previous versions of products/modules it's replacing (if applicable)

- Common problems users may encounter

- Security issues related to the product/ module

Training course material development also takes into consideration the delivery method – classroom, e-learning or blended:

- Written - printed materials: PowerPoint presentations; training support material and handouts; quick reference guides; exercises and lesson plans; level 1 training evaluation

- Audio-visual: projected (slides, film, video, transparencies) – non-projected (drawings, models)

- Computer Based Training (CBT): CD-based or Online (Web-Based) – WebEx and audio conference – through instructor-led or Self-Paced Training (videos and training guides available in the Training KM repository to support self-paced learning)





STAGE 4



Scalable training programs will be created that are flexible enough to accommodate both small numbers and large numbers of users and are tailored to different audience types, using a combination of computer-based and instructor-led training where users can ask questions and practice the skills with guidance from an instructor. CBT has the advantage of being able to scale up or down depending on the number of users to be trained, and users are able to proceed at their own pace, rather than having to keep up with or being held back by the rest of the class.

STAGE 5

TRAINING IMPLEMENTATION –TRAINING ROLLOUT, DELIVERY AND PUBLICATION



Establish, coordinate, and communicate training rollout schedules, checklists, and resources

Training Resource

Training Lead

Training Manager

Requester

The Training Resource prepares and communicates the training rollout plan; pre-training checklist; training attendance rosters and level 1 training evaluation forms, coordinates and secures resources (training material and aid, classrooms/facilities), then obtains the Training Lead’s, Training Manager’s and Requester’s approval to proceed.

Training rollout timetable and schedules are prepared and communicated to stakeholders

Shared Drive

Email

Meetings

Adobe Captivate

MS PowerPoint

MS Word

Adobe PDF


Training Rollout Plan

Pre-Training Checklist

Training Attendance Rosters

Level 1 Training Evaluation forms





STAGE 5



Pre-training checklists, training attendance rosters, and Level 1 training evaluation forms are prepared and communicated to stakeholders

Trainees are enrolled and notified about the course

Training resources are prepared, coordinated and secured

Training Material and Aid

Perform pre-training verification

Training Resource

One day before the training, and then again on the day of training, the Training Resource performs the following pre-training verification:

Verifies course material and aids

Verifies environment is ready

Verifies user access for possible additional users

Verifies facilities/equipment/tools

Verifies location and transport, if applicable

Shared Drive

Email

Training Environment

Adobe Captivate

MS PowerPoint

MS Word

Adobe PDF


Pre-Training Checklist completed

Deliver training

Training Resource

On the day of training, the Training Resource:

- Conducts training session

- Conducts In-Session Level 1 evaluations: (session, instructor, and materials evaluation)

- Collects trainees’ feedback

- Collects comments/questions from trainees

- Collects pre- and post-tests and quizzes

Training Environment (Classroom, E-learning, Blended)

MS PowerPoint

Adobe PDF

Adobe Captivate


Training Material and Aid

Level 1 Training Evaluation Forms

Completed training

Completed Level 1 Training Evaluation Forms

Completed Pre-and Post-Tests and quizzes





STAGE 5



The Training Resource delivers training using any of the following training delivery methods:

- Individual hands-on instructor—Trainer walks each user individually through the process of performing common tasks and answers questions. This is the most expensive method, although potentially the most effective.

- Hands-on classroom style instructor-led training--Trainer shows users how the RFS development/software works and how to perform common tasks, with users performing the tasks themselves in a classroom/lab setting. Each user or pair of users has a computer on which to practice. Classes of 15 to 30 are often effective.

- Seminar style group demonstration—trainer shows users how the RFS development/software works and how to perform common tasks in a live demonstration. Groups of 20 to 50 are often effective.

- Computer Based Training (CBT)—CD-based or online (Web-Based) Self-Paced Training (WBT) which allows end-users to complete interactive lessons that walk them through the processes of performing common tasks and the software tests them on their performance and understanding.

- Book-based self-paced training—End-users complete workbook lessons in how to perform common tasks, often illustrated with screenshots.

Pre-and Post-Tests and quizzes

Publish training material

Training Resource

The Training Resource publishes the final training material to the Training Knowledge Management Repository on MS SharePoint and the extranet site.

Extranet

MS SharePoint

Training Material/Aid

TRF State In Progress

Published Training Material/Aid

TRF State Completed





STAGE 5



After conclusion of the training course and publishing the training material to the Training KM Repository, the TRF State is changed to Completed.

The TRF becomes Read-Only, in which case, no future changes can be made to this form.

STAGE 6

TRAINING EVALUATION – REACTION, LEARNING, AND IMPACT



Collect and review level 1 evaluation forms, trainees’ questions and comments

Training Resource

The Training Resource collects and reviews all Level 1 Evaluation Forms (Level 1 Session Evaluation; Level 1 Instructor Evaluation; Level 1 Materials Evaluation), trainees’ questions and comments immediately following training to ascertain trainees’ reaction, measure the trainee's immediate perceptions of the quality and usefulness of the training.

Level 1 evaluation provides information regarding the relevancy of the training material and the teaching style of the instructor. It includes the following:

- Questions about the trainer’s presentation skills, the course's pace, and difficulty and usefulness of content

Printed/ Manual

Electronic/ Survey Platforms


Trainees comments/ questions


Trainees comments/ questions

- Questions about the most important strengths and weaknesses of the training course, technical level, trainer’s technical competency





STAGE 6



Training Resource reviews level 1 evaluation forms and participants’ feedback within (2) weeks from conducting the training session.

Comments will be evaluated and corrections made as possible during future training sessions.

Records of the evaluations and actions of the evaluations will be maintained.

Collect and review pre- and post-tests

Training Resource

The Training Resource collects and reviews pre- and post-tests’ results to assess the knowledge gained during training and measure skills that the trainee retains as a result of the training.

Level 2 evaluation assesses trainee’s skills, knowledge or attitude.

Training Resource collects and reviews pre- and post-tests and conducts follow-up feedback 1 to 2 months following the training to check retention of information.

Training Resource reviews the number of trainees who participated in the training session and the percentage of trainees who passed the training tests and quizzes.

Small group activities can serve as a "post-test" to see if trainees are "getting it."


Printed/ Manual

Electronic/ quizzing tools

Group activities

Pre- and Post-Tests results

Pre- and Post-Tests results





Conduct and review impact assessment surveys

Training Resource

The Training Resource conducts and reviews training impact evaluations 3 to 6 months after the training—by written/electronic surveys or by focus groups to measure the influence the training has had on the trainee's work culture.

Level 3 evaluation assesses trainee’s level of involvement and knowledge sharing. Measures include increases in sharing of information with coworkers who did not participant in training.

Impact assessment surveys include the following:

- Questions about new activities carried out as a result of participating in the training

- Questions about improvements in testing-related activities as a result of participating in the training

The Training Resource will prepare bi-annual training evaluation reports that summarize the implications of the evaluations, in consultation with the Training Lead and the Training Manager, who will oversee the training evaluation process through training quality assessment and control plan that is updated annually.

- The training evaluation reports will provide an assessment of all billable and non-billable training; training performance; training costs, schedules, and stakeholder satisfaction.

- The training evaluation report will include:

Executive Summary—summary of the training evaluation report, highlights of the major topics covered in the training and key recommendations

Background—brief background history on the conducted training: how many times training has been held, if applicable; general overview of the preparation and launching of the training events; target audience and learning objectives

Printed/ Manual

Electronic/ Survey Platforms

Focus Groups

Training Impact Assessment Surveys


Training Evaluation Executive Report





STAGE 6



Evaluation Objectives and Tools— Trainee’s reaction, learning, and knowledge transfer; organizational impact

Findings and Conclusions—findings and conclusions on level 1, 2, and 3 evaluations and organizational impact.

Recommendations—including recommendations for continuous improvement and corrective actions, if applicable






8. PROCESS METRICS (KPIS)

KPI KPI FORMULA KPI NATURE FREQUENCY TARGET

% of training courses

delivered within budget

[(# of training courses delivered successfully within

+/-10% of their planned allocated effort) /(total # of

training courses)] x 100

The planned allocated effort for a training assignment

will be the allocation in the PM Tool and the TRF on

MS SharePoint.

Budget /

Efficiency

Quarterly 85&

% of billable training [(# of billable training courses delivered) / (total #

of training courses)] x 100

Based on the Billable vs. Non-Billable from the Type

field in the PM Tool and the selection criteria in the

TRF.

Budget /

Efficiency

Quarterly 70%

% of trainees satisfied

with the conducted

training (Level 1 only)

[(# of trainees satisfied with training) / (total # of

participant trainees)] x 100

Reaction Assessment. Carried out immediately after

the end of training session.

Quality and

Effectiveness

Quarterly 90%

% of trainees who

passed pre- and post-

training tests (Level 2)

[(# of trainees passing tests) / (total # of participant

trainees)] x 100

Learning Assessment. Carried out before and after

end of training session.

Quality and

Effectiveness

Quarterly 90%

% of trainees who feel

that the training

improved their skills and

awareness.

Training impact

assessment survey

rating (Level 3)

[(# of trainees reporting positive work culture

improvement) / (total # of participant trainees)] x

100

Impact Assessment. Carried out 2-3 months after

training session

Training impact assessment surveys will be used to

measure the influence the training has had on the

trainee's work culture. They will evaluate the trainee’s

level of involvement and increases in knowledge

sharing.

Target will be at 87% in keeping with the

organizational CSAT target.

Quality,

Effectiveness,

Customer

Satisfaction

Bi-Annually 87%

% of completed/closed

training requests

[(# of completed/closed training requests) / (total #

of training requests reported/received)] x 100

Generated from the TRF on MS SharePoint.

Effectiveness,

Timeliness

Quarterly 80%





9. LIST OF SUPPORTING DOCUMENTS

Training Request Form Business Rules and Fields Attributes

Training Request Form

Requested Training Supporting Documents/Prior Approvals

SMERC Agenda/Action Items

Estimates Spreadsheet

Training Initial Scoping Form


Existing Training Material

SRS Document

SDD Document

RFS User Documentation

User Guides (Product Guides and Online Help)

Training Course Structure and Material

Training Rollout Plan




Pre-and Post-Tests and quizzes

Trainees Questions and Comments/Feedback


Training Evaluation Executive Report





10. PROCESS IMPROVEMENT RECOMMENDATIONS

Identification of Key Business Process Improvements (BPI) and Longer Term (LT) Improvement

Opportunities

Process Step Recommendations for To-Be State Key BPI

LT

Training Request and Delivery Lifecycle (TRDLC)

Full automation of the TRF (Training Request Form) multi-tier submittal, review and approval process, offering the Training Team and the Requestor a proper audit trail with faster feedback and timely completion through automated notifications when deadlines are fast approaching, and with the ability to add or remove tasks as necessary, and distribute automatic notifications to affected parties when certain steps in the process have been completed.

☒ ☐

Automatic creation of a new RFS number in the PM Tool, upon accepting a training request via the TRF on MS SharePoint.

☐ ☒





11. PROCESS MAP


http://almahaconsulting.ca/wp-content/uploads/2017/10/AMC_TRDLC_PFC_E2E_SLIDES.pdf

Training Request and Delivery Lifecycle (TRDLC) · The Training Request and Delivery Lifecycle...

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