Training significantly impacts on the customer’s objective to be world class and to effectively communicate with and service the needs of increasingly demanding customers.  The main purpose of the BYTES training program is to empower users to exploit new telephone technology.  The short-term impact of this internally will be more effective communication between employees.  Externally, the short-term impact will be improved communication with a consequential enhancement of the customer’s corporate image.

KEY PRINCIPLES

Training will be developed at an appropriate level for the audience.
Training will be implemented in a manner, which will minimise disruption to the business, consequently certain groups of users may need to be trained outside of normal working hours.

PHASES OF TRAINING

There are four distinct phases in training for customers.

Planning / Needs Analysis

The purpose of this phase is to gain a general understanding of the training required.  This phase includes confirmation of the scope involved, training curricula, a resource plan and the development of standard course structures. 
Further work in this phase includes the identification of training facility requirements, support media and a thorough audience analysis.

Key Outcomes:

Training Strategy document
Curriculum Plan
Spec Sheet for training venues

Design / Development

The objective of this phase is to develop all the necessary training materials and aids necessary to deliver training.  Training material includes guides and procedure manuals and will be based on the curriculum guideline agreed to by all stakeholders.
Key Outcomes:
Production of training material (incl. User Guides & support documentation)
Preparation of venues
Testing / prototyping of training
Training database confirmed
Production of Training Schedule / Calendar

Implementation

Main steps for this phase include advertising and scheduling training dates, enrolling and notifying trainees, assembling materials, conducting training assessments, maintaining attendance registers and documenting course enhancements.  In order to achieve this a calendar will be utilised, roles and responsibilities will be defined, and a user group will monitor the success of the implementation.
Key Outcomes:
Advertising of training dates
Trainees enrolled and notified
All training material assembled
Attendance registers maintained
Attendance barometers publicized

Support and Evaluation

The final phase in the training is to evaluate the success of the training and to support the learning through performance support tools.

TRAINING APPROACH

Depending on the audience, training will follow the ILT (Instructor Led Training) or ELT (Expert Led Training) approach. 
Instructor Led Training (ILT)
ILT will include lectures and hands-on walk through of product, procedural and systems knowledge.  The training will be modular, so that different modules can be mixed and matched to address the training needs of each audience group.  It will be conducted “just-in-time”, as learners tend to forget very quickly.  Training materials will be paper based and electronic media format.
Advantages of using ILT include the easy monitoring of user performance, the immediate help of the instructor and the assurance that all participants have completed the course.  The help of colleagues also enhances the learning experience.  The modularised courses ensure that the time it takes to create proficient users is optimised.