Training Program Plan

Jessica Hanfland

April 10, 2017

AET/570

Gregory Dlabach
Training Program Plan 2

Training Program Plan

Table of Contents

Part I - Training Program Description3

Part II - Needs Analysis......4

Part III - Budget .....6

Part IV - Staffing Plan.8

Part V - Stakeholders and Goals.....10

Part VI - Communication Plan11

Part VII - Program Evaluation13

Training Program Plan 3

Training Program Plan

Part I - Transfer Credit Evaluation Refresher Training

The Transfer team has shown an increase in errors when being evaluated through the Quality

Control (QC) team. The trend in the type of error has been,

Course is not applicable with General Education credit given.

This error is given when the Quality Control team disagrees with the general education (GE)

category chosen for the course due to inconsistency with policy and procedure. The courses that

were associated with the error also had a trend of having curriculum content that could qualify

for different GE credits. The data that showed that there was confusion in this area. Because the

majority of the team were having the same errors, a refresher training was needed to focus on the

issue.

Scope/Audience

This training will be offered for one work day and will cover each step of the transfer

credit evaluation process thoroughly to locate and eliminate any confusion. The training will

be created and lead by a senior team member. Training will take place in a computer lab in

the same building. A half day training session will be offered, if more guidance is needed

(based on individual assessment). The intended audience for this training is the Transfer

team. The one-day training session is mandatory for the nine members of this team. The half

day training session is optional for members that would like more assistance on the topics.

Goals

The goals of this training program is to make sure that all members of the Transfer

team understand the current policies and procedures being used for evaluation. This

understanding will create a decrease in errors and create a more efficient admissions process
Training Program Plan 4

overall. Training will also be able to help leadership identify the cause of confusion so that

they can make changes as needed.

Objectives

At the end of the training, each team member should be able to:

o Identify the correct resources to use for accurate evaluation

o Comprehend how to properly categorize courses based on primary content

o Apply all resources and critical thinking when categorizing GEs for courses

Part II - Needs Analysis

In order to fully understand the need for refresher training, four key techniques were used to

allow leadership to see more data and decide what needs to be done to address any and/or all of

the trends that will be recognized in the process.

Questionnaires

A questionnaire was sent out to all nine members of the team. Questions focused on

how they handle the evaluation process when they encounter a course that is not as

transparent as many others tend to be. The team was also asked which resources they use

and the type of courses that they struggle with the most when faced with the more

difficult courses. The team was allowed to also write comments and offer suggestions,

questions, and concerns regarding the current struggle with course evaluations. Much of

the information from the questionnaires helped format how the training curriculum will

be presented.
Training Program Plan 5

Observations

Manager has observed an increase in errors and an increase of questions for guidance.

The overall team quality control rate has decreased consistently. Director of Transfers,

Admissions department has noticed a slip in the quality control reports. Employees have

mentioned in meetings or in one on ones with manager that they are having a hard time.

However, the employees do not seem to be noticing how big the trend is becoming for the

team as a whole.

Performance Reviews

This key technique was the first official notice of concern regarding the trend in

errors and decrease in quality for the entire Transfer team. The Quality Control team

keeps track of all errors for the purpose of identifying a trend as early as possible, while it

is still only a concern that needs some attention. The performance review showed that

while some employees were receiving more errors than others, they entire team had their

own individual error trend with the same specific issue. This pattern helps leadership

decide to dedicate all nine employees to the 8-hour mandatory training session.

Informal Communications

Over time, it was being casually talked about between team members that they were

going through the same problems with the errors that they were receiving that they felt

were unjust. The support of the team for training made the approval of the training

program easier to activate.

Training Program Plan 6

Part III - Budget

The budget for this training program is nearly at no cost to the company. The training is

focused on spotting a small issue and correcting that issues before it becomes a problem and

begins to negatively affect the team members and the department. There is a loss of business

being conducted when the entire Transfer team is busy with training for a whole day. However,

professional development is another important aspect of an employees role in this company and

training is considered development. The only cost of the entire training program is the cost of

ordering out for lunch so that the team can take a lunch together and get a break from the training.

The cost of pizza for team members and leadership totaled $30.00.

Budget Cost
Personnel $0.00
Fringe benefits $0.00
External staff $0.00
Materials $0.00
Technical support $0.00

Equipment $0.00
Travel $0.00
Facilities $0.00
Supplies $0.00
Miscellaneous $30.00

Because there is no budget, the parent company does not need to be a source of income

for the training program. Every aspect of the training program has been done internally in every

way. Participants are required to donate $3.00 each for the lunch that will be ordered.
 Training Program Plan 7

Part IV - Staffing Plan

In order to successfully complete the refresher training, a proper team of staff will be

needed in the creation, implementation, and assessment of the training program.

Staff Involvement Needed by the following:

Positions Knowledge, Skills, and Responsibilities
Abilities
VP, Admission Approval for program based To approve the
on needs, Understands how implementation of the
this issue fits in the larger training program.
picture of the department
and also identifies trends that
are being reported by the
director and manager of
Transfer team.
Director, Updates VP on need of Monitors progress of
Transfers, training program. Has access program from creation to
Admissions to create requests regarding completion. Manages
budget and various needs for budget needs, facilities
training. needs, and equipment
needs.
Manager, Manage training program Keep creation of training
Transfer Team creation and implementation. on schedule.
Communicate with
leadership. Organizes all
things indirectly related
to training, such as
finding space for a
training session for 12
people total.
Senior Team Understanding of the Analyze data from the
Member evaluation process. Identifies Needs Analysis. Create
(Trainer) what issues the team training curriculum plan
members are having outline for approval.
regarding GE evaluation. Create learning plan and
Subject matter expert in evaluation materials.
topic.
IT - Facilities IT management of tech Set up training
equipment in the entire room/computer lab and
building. make sure that all
computers and other
training tools are working
correctly.
Training Program Plan 8

Available internal resources

The entire training program is done using internal resources. Because this is a

refresher training for such a small group of people, every aspect of the training program

is conducted within the department. The only exception to this is the need to reach out to

IT Facilities for assistance on the morning of the 8-hour one-day training session with

the computers and training tools available.

Additional resource needs

Additional resources will be needed after the completion of the training program

in regards to proper reference material being available for the team to utilize in their

future evaluations. Standard Operating Procedures (SOPs) will need to be created for

clarity and universal understanding within the department.

Strategy to Fill Resource Gaps

Present to leadership that there are no proper SOPs regarding the specific issue

that was found and needed to be remedied through refresher training for the nine

employees of the Transfer team.

Staff Performance Evaluation

There is no need for official staff evaluation as the training program is a minor

one-time training session. However, future performance reviews of the nine Transfer team

members will be able to offer insight on the true success of the training program and

curriculum.
Training Program Plan
Part V - Stakeholders
Stakeholders Partnership goal
VP, Support the importance
Admissions of training for the team.
Director, Approval for training
Transfers, program. Support with
Admissions leadership approval
above director.
Manager, Coordination of the
Transfer creation and activation
Evaluation of the training program
from start to finish.
Involved in curriculum
content creation for
training.
9
Ways to build support
Demonstrate the need for
training based on needs
analysis to show the benefit
of a quick refresher
training.
Present the needs analysis
to show importance of
conducting a refresher
training.
Let manager be involved in
content creation as they will
also benefit from refresher
training to understand what
the team has learned so
that the entire team will
have the same universal
understanding.
Training Program Plan 10

Part VI - Communication Plan

Logo

Transfer Credit Refresher Training

Slogan

G ET UP TO SPEED ON ALL THE NEW CHANGES IN A SPEED

TRAINING SESSION !

Fact Sheet

Who are we? Leadership (VP, Director, Managers) has

noticed a need for a refresher training based
on trends that were identified by the Quality
Control team. We have approved a training
program to be created and administered as
a mandatory training session for all team
members of the Transfer Team.
Who are you? A team member on the Transfer Team. You have
recently had to adjust to many policy changes
involving transferability into the college due to
a major organizational process piloted within all
the colleges and individual programs.
Why are we The quality control data specifically focused on
doing this? the QC scores of the Transfer team have shown a
trend in one type of error that has been affected
drastically due to the changes mentioned above.
This trend has been spotted for every person on
the team. This tells us that there is a clear
misunderstanding so a refresher training is
needed to make sure we can solve these issues
before it becomes a bigger problem for the
department.
What do we plan With this training, we are hoping to see each team
to gain? member decrease in errors and increase their
overall quality control scores. We are also hoping
to create a better and more efficient reference
sheet for any future minor concerns.
Training Program Plan 11

Any more For questions regarding training, please contact

questions? Jim Parsons, Manager or Hannah Baker, Director.
For questions or suggestions regarding training
curriculum, contact Penny Naimliss, Team Lead or
Jim Parsons, Manager.

Benefits of the Training Program

The training will be presented live in person so that the trainer can improvise on the

curriculum based on the direction the participants take the training focus. The participants

benefit from having a trainer that is live and quickly accessible. Questions and concerns can

be addressed as soon as they come up in training so that they may have an instant resolution

to any issues. This will decrease the change of misunderstandings and the beginning of

incorrect habits when they move on to applying these lessons on their actual evaluation files.

One of the best ways to learn for almost anybody is the ability to apply the learning

quickly after gaining the knowledge that was being discussed in the training. In order to add

more efficiency and make sure that we are tracking the learning progress of all participants,

applied learning exercises are required after each specific lesson. This will allow the trainer

to catch an issue right in that moment and is able to offer more one on one attention on the

issue with the specific team member.

Promotional Channels and Materials

Multiple emails will be sent out to the Transfer Team and all leadership members

involved in the training program. The first email will be more informative to let know the

team and leadership understand exactly what is happening, why it is happening, and when

this will take place. A meeting agenda will be sent out to make sure that all team members

are available and understand that training is mandatory. A follow up email will be sent out to

remind the team about the training and to ask about lunch requests for the day. One last email
Training Program Plan 12

will be sent out the day before training as one last reminder. A flyer sheet will also be created

to hand out at the next team meeting so that management is available for any initial questions

from the team. Leadership specific to the Transfer team will have a meeting letting the other

leaders in the department about the need for the training and the time that will be spent on

training. This will mean that the team will be one day behind on file completions so as a

courtesy, other leadership should be informed so they are aware in case it causes a type of

issue throughout the day and who to contact if there are any escalated issues that come up the

day that the team is unavailable.

Part VII - Program Evaluation

The program evaluation will take up the most time out of everything else in the entirety of

this training program. In order to fully evaluate the training, leadership will need to wait for team

members to utilize their new/improved knowledge and complete enough evaluation files for a

proper analysis in the evaluation. Team members submit 2-4 files a month. We will give team

members a three-month grace period so that we can have up 12 files completed per team

member. The grace period will also make it easier to focus on applying their new skills without

the worry or harming their overall K.P.I. statistics. The manager and the director of the team will

be responsible for tracking and analyzing data for evaluation.

Evaluation Purpose

The purpose of conducting an evaluation on the training program is to make that the

participants, the Transfer team members, have improved on the skills that were identified as

weak among the team. The evaluation will show us a pattern in the quality of their work and

this will show leadership if there is improvement, proving the training successful and if there
Training Program Plan 13

are any areas that were not as successful that need to be reworked.

Evaluation Metrics

The primary metric to use during the program evaluation of the refresher training is to

utilize the quality control scores of all evaluation files submitted in the 90 days following the

training from Transfer team members. A secondary metric to measure would be the

worksheet exercises distributed to the participants during the training session.

Data Collection and Evaluation

Data will be collected from two different steps of the training program. The first

collection of data will come from worksheet exercises given during the 8-hour training

session. The second collection of data will be the quality control scores of all evaluation files

submitted 90 days after training was completed.

The quality control scores data will show leadership which team members are

improving and decreasing their error rate, individual positive/negative growth of each team

member, and any issues that need to be addressed again. The worksheet data from training is

useful to quantify the success of the training curriculum and see if there are any negative

trends that can be seen from training to update the training process for future sessions.