Training Approach. Service Provider shall use a variety of approaches to develop consultants within Service Provider’s organization, with most training and development occurring informally within its organization. This informal training may include formal and informal mentoring, peer shadowing, special or “stretch” assignments, and local professional organization memberships and meetings. Service Provider shall regularly send consultants with COTS software expertise or development needs to user conferences or industry user group meetings. Service Provider shall also provide formal training, which may include formal classes through software vendors, college or university programs, or other registered training providers (e.g. Project Management Institute Project Management Professionals). When new staff are joining an existing project that Service Provider manages, Service Provider shall use the following approach:
Training Approach. Infor will prepare Licensee Trainers to deliver the instructor-led and virtual training. As part of the Train-the-Trainer program, Infor will conduct workshops to introduce Licensee trainers to the blend of training components, classroom materials, instructional activities, and online resources that have been developed so the trainers become familiar with the structure of the courses and how each course element is used during the training event. Trainers will also can “teach back” key sections of the training and receive feedback on their performance, both to reinforce their understanding of the system and to practice their teaching skills in a safe setting. Activities associated with this approach are: • End-user Training Delivery The Training Delivery Plan, which will be developed with Licensee during the training development portion of each project phase, will provide the details regarding the approach and resources required for end-user training delivery. While a significant amount of the training can be deployed as self-paced learning, the delivery plan will address other ways to train and support Licensee employees through VILT “webinars” and coaching. With the large and dispersed Licensee employee population that will be impacted by the implementation, Infor recommends a “cascading” approach to delivering training and providing user support. Infor will develop Instructor guidelines and checklists for delivering the Manager and Employee training content, which Licensee Trainers from the Train-the-Trainer program can then use to train Licensee managers, who in turn can train and support their employees as needed using the same materials. • Knowledge Transfer Approach Infor will develop a knowledge transfer plan to facilitate the transfer of knowledge from the Infor training team to the internal Licensee team, to enable Licensee to transition to full support of the training program over a period. Through this process, Licensee team receives the following knowledge transfer components, which will enable Licensee to maintain the training solution over time: • Supporting materials, such as documentation standards and prototypes • Curriculum design • System requirements and design specifications for the training tools • General training on the methodologies used to develop documentation and training • Training on and experience with the tools used to develop documentation and training • Staffing – End User Training The Infor training team will be engaged d...
Training Approach. A. WaMu and PeopleSupport will use a *** model to ensure that PeopleSupport trainers are capable of training Project Staff consistent with WaMu’s training standards. The *** model can generally be defined as a WaMu trainer certifying PeopleSupport trainers and WaMu and PeopleSupport trainers co-facilitating training retail and mortgage banking sessions with PeopleSupport Project Staff. Upon completion of Phase 5 of the Training Plan, the *** model will be deemed complete and the PeopleSupport trainers need to be certified by WaMu trainers.
Training Approach. A. WaMu and Supplier (which for convenience may be referred to as “PeopleSupport” in this Exhibit 16 and associated training plans) will use a *** model to ensure that PeopleSupport trainers are capable of training Project Staff consistent with WaMu’s training standards. The *** model can generally be defined as a WaMu trainer certifying PeopleSupport trainers and WaMu and PeopleSupport trainers co-facilitating training retail and mortgage banking sessions with PeopleSupport Project Staff. Upon completion of Phase 5 of the Training Plan, the *** model will be deemed complete and the PeopleSupport trainers need to be certified by WaMu trainers.
Training Approach. (a) The delivery of training to TTC, will be based on training a maximum of 5% of TTC employees. All training of TTC and operations support staff required for the PRESTO System will be mutually agreed and as completed in accordance to the Project Plan.
Training Approach. Client and PeopleSupport will jointly participate in the training needs analysis process with members from both teams to identify learning objectives and determine the scope of the training effort. Peoplesupport will certify all agents have passed a client approved curriculum. Client will make available all existing training and research documentation, training materials, and the knowledge base to PeopleSupport. All such materials and documentation will be deemed Client’s confidential information for purposes of Section 7 of the Agreement. Client will provide training materials and related documentation sufficient for PeopleSupport to conduct a successful training program. If necessary, and to assist in meeting Service Levels, PeopleSupport may update the Client training material or prepare a new course program with Client approval via the change order process. PeopleSupport will develop a training program for Client with the following capabilities: • Utilize the Client trainers and facility for the Train-the-Trainer session. • Provide instructors with extensive background in customer service, technical support, and sales, as well as stand up classroom training experience. • Provide customer service, sales and communications training, Client product/program training and pre-certification of agents prior to performing support for Client. • Establish a training and QA structure that supports Client’s program requirements. • Create a separate training environment that resembles the live Client environment, including individual workstations equipped with Client’s applications. All new eReps receive a PeopleSupport New Hire Orientation and the Client-specific training. After completion of the prescribed training, eReps will undergo a Nesting Period where Team Supervisors and trainers can observe and monitor such eReps closely before releasing them onto the production floor. The Nesting Period is estimated to be *** days in duration during which they will be handling a reasonable number of calls. The Client specific training and Nesting Period shall be billed at a *** rate as defined in Appendix A of this SOW.
Training Approach. The framework is designed to guide learners to achieve an overall set of goals and then associates objectives and activities to achieve those overall goals, and evaluates the activities and results to be sure the goals were achieved.
Training Approach
