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Scheduling Procedure

posted by admin
June 5, 2012 @ 12:10 pm



HOSTWAY TRAINING REQUEST & SCHEDULING PROCEDURE:

This process document has been created to provide a streamlined and standard procedure for Hostway Global Operations in planning, requesting and scheduling of learning interventions via available training delivery formats.

 

The process outlined below applies to all Global Operations business units as well as other potential internal clients of the training department. These include but are not entirely limited to:

 

  1. TS Sofia Operations
  2. CS/Billing Sofia Operations
  3. Sales Sofia operations
  4. Vancouver TS operations

 It is necessary to mention that the process below applies to On-boarding /New Hire training and advanced or Continuous ad-hoc training.

The normal training cycles (from New Hire to Advanced training) within the normal 3-month probation period may be affected in terms of scheduling by internal business unit changes etc and the training department will adapt as far as possible as well as propose solutions  within the limits of meaningful learning interventions.

 

HOW THE PROCESS WORKS:

Once a Business Unit or departmental manager plans, has recognized or anticipates a potential training need which requires the involvement of the training department, a ‘training request’ will need to be sent in to the training department using the provided online form here:

This request will be analyzed and based on a number of considerations including but not limited to the current and future training schedule, availability of training resources, clarity of the goals etc, a possible training date range will be proposed by the training department within 48 hrs.

There may be exceptions to this rule depending on negotiations between managers and priorities from a Global Operations point of view but this is the exception rather than the rule.

Below are the steps involved:

1.)   Request is Sent in by departmental Manager:

2.)   Request is officially responded to within 48 hrs with possible questions where applicable on available training material, recommendations and method of delivery and/or proposing a feasible date range for its execution.

3.)   An ‘’agreed date is set and logged in the training calendar
The training event then becomes official and is the responsibility of the Training department

4.)   Training department reviews requirements with client manager to determine expectations.

Business unit Managers, Team Leads and Supervisors are required to provide any additional information or new goals for the learning intervention latest 24 hrs before the scheduled training occurs.

 

  •  In the event that the training department has not been accurately informed on the goals of the training, is not provided access to equipment, agents to be trained etc. the training department cannot be held responsible for the final outcomes of the learning intervention.

 

  •  In the event that there is a change in dates for the said request due to internal client business unit changes, the training department should be informed as soon as possible and where deemed necessary, a new date proposed and planned. This new date once mutually agreed upon will be made official and published on the training calendar.
  • In the event that the training intervention needs to be shifted or postponed, the current training schedule needs to be taken into consideration and possibly other departments in queue will be offered the available training slots (*where compatible in terms of duration with a minimum buffer of 3 days within which to conclude steps 3 and 4 prior to execution.)

TRAINING DELIVERY

 Once the request, planning and scheduling stages are completed, the learning intervention will now take place as represented on the training calendar. A report will be emailed the business unit manager on completion of the training with useful observations and recommendations to enhance performance improvements or retention of learned material.

POST-TRAINING EVALUATION & MEASUREMENT PROCESS:

The training department will be expected to carry out basic Post-training evaluations by way of tests and laboratory exercises to determine and prove learning and knowledge retention. A report will be made available by email to internal business unit managers on conclusion of the training and evaluation exercises.

Further post-training measurement is expected to be carried out by the internal business unit Supervisors and Team Leads as per internal procedures and they will also be interviewed and polled regarding agents ’ post-training performance by the training department.