One Brand Instructor Led Training Content Plan

Release 3 '99B&B Booking System
Training Strategy

Version 12.0

Prepared for byLe Learning & Development, Human Resources
SUNCORP METWAY LtdB&B online

July January 20001999

Contents

Introduction

B&B Booking System

Target Audience

Training Strategy for B&B Booking System

B&B Booking System Delivery Strategy

Issues and Risks

Assumptions and Dependencies

B&B Booking System Training Material

Training Window for B&B Booking System

Resources Required for B&B Booking System Training

Introduction

Background to B&B Booking System

The B&B Booking System is an holistic booking system that:

 Stores customer details

 Allows for the establishment, amendment and cancellation of bookings

 Issues customer confirmation letters and associated documents

 Issues confirmation of bookings to the relevant Bed & Breakfast operator

The B&B Booking System will be introduced to all Customer Contact Centre team members to replace the existing manual system.

The purpose of this document is to outline the strategy that will be used to communicate the new B&B Booking System to staff.

Scope of the B&B Booking System Training Strategy

This strategy addresses the training to introduce the following transactions completed using the B&B Booking System, including:

 Customer Records

 Bookings

 B&B Operator Records

 Payments

 Quotes

 Accommodation Enquiries

 Confirmations

 Reporting

This document outlines the new system, the staff affected by the implementation of the new system and the training/communication approach, which will ensure staff understand the new system, procedures and processes.

Development of the Strategy

The training strategy for the B&B Booking System has been based on the feedback from the business regarding previous training strategies.

It has then been further developed through research and a series of meetings and interviews with key people in:

 The B&B Booking System Project Group

 The business areas affected by the changes

 The Resource & Rostering Group

 Policy and Procedures

B&B Booking System

B&B Booking System contains the following main transactions that will have an impact on staff who interact with B&B online customers:

 Customer Records

 Establishing a customer

 Enquiring on customer details

 Updating customer details

 Deleting customer details

 Placing a note on a customer record

 Bookings

 Establishing a customer booking

 Amending a customer booking

 Cancelling a customer booking

 Placing a note on a customer booking

 B&B Operator Records

 Establishing a B&B Operator record

 Amending a B&B Operator record

 Deleting a B&B Operator record

 Placing a note on a B&B Operator record

 Payments

 Credit Card Payments

 Invoicing

 Quotes

 Calculating a quote

 Accommodation Enquiries

 Enquiring on accommodation availability

 Confirmations

 Issuing a customer confirmation

 Issuing an B&B Operator confirmation

 Reporting

 New bookings made

 Cancelled bookings

Target Audience

The target audience for the B&B Booking System consists of:

 Staff who use the current Booking system, that is:

 Customer Contact Centre

 Operational areas who support the Customer Contact Centre

Prerequisites for the B&B Booking System Training

The prerequisites for the B&B Booking System training are as follows:

 The audience must have a good understanding of current product profiles, accommodation packages and pricing strategies

 The audience should have a solid understanding of current processes when booking accommodation and notifying B&B Operators

Training Strategy for B&B Booking System

Overall Objectives of the Training Strategy

The main objectives of the training strategy for the B&B Booking System are to:

 Provide effective training and consistent communication in a timely manner with as little impact as possible on business activities

 Provide staff affected by the new system with the information necessary to help them understand the changes made to their daily tasks through the implementation of the new system

Summary of Training Media

The B&B Booking System training consists of:

 Instructor Led Training, which will consist of a two day course for Call Centre Operators and a three day course for all Team Leaders. Support staff will undertake a number of one hour sessions relevant to their roles

 Self Paced, Online Training Modules, which will be completed in the workplace. These will provide information, examples and practice exercises pertaining to the more complex transactions within the B&B Booking System. Relevant modules will be completed by staff, supported by their Team Leaders

 An Information Booklet, which will be read in the workplace. This will provide background information on the B&B Booking System and a program of the training to be completed by all staff. This booklet will also assist the learner when completing the self paced online training activities

 Job Aids, Quick Reference Guides and Support Material, which will provide staff with tools/information to use during their training and on the job after the implementation of the B&B Booking System

 Information for the Team Leader, to help them plan, monitor and support the B&B Booking System training for their staff.

Training Packs

The following training packs need to be developed:

 Team Leaders:

 Information for the Team Leader

 Team Leader Participant Guide

 B&B Booking System Quick Reference Guide

 B&B Booking System Tool Kit

 Call Centre Operators:

 Information booklet

 Call Centre Operator Participant Guide

 B&B Booking System Quick Reference Guide

 B&B Booking System Took Kit

 Packs for Operational staff:

 Information Booklet

 Relevant Participant Guide section

 Packs for Learning & Development Trainers

 Information for the Team Leader

 Information Booklet

 B&B Booking System Quick Reference Guide

 B&B Booking System Tool Kit

 Facilitator’s Guide

 Participant’s Guide

The Role of Team Leaders

Team Leaders will be responsible for:

 Assisting staff with understanding the new B&B Booking System

 Supporting staff while they complete their self paced, online modules

 Monitoring and recording the completion of self paced, online modules and obtaining sign off from the Customer Contact Centre Manager

The Team Leader will receive training in all facets of the B&B Booking System as well as training in how to support their team and monitor and report training completion.

Team Leaders are not expected to be experts in the system but will act as the point of reference for their team when they have questions or require clarification.

Team Leaders can utilise the B&B Booking System Help Line during the training and for a period after implementation.

B&B Booking System Delivery Strategy

B&B Booking System training will be conducted for staff over a six week training period, from 23 24 April until 10 2 June 2000.

The amount of training and how it is delivered to staff will vary. Following is a summary of the training that staff in each area will need to complete:

 Team Leaders will participate in a three day Instructor Led course in the first week of the training window. Team Leaders will then complete three and a half hours of self paced training in the next two days to ensure they have completed all of the training prior to any of their team members

 Call Centre Operators will attend a two day Instructor Led course that will cover transactions and processes that have been recognised as having a high priority.

On returning to the workplace Call Centre Operators will complete three and a half hours of self paced training. This training will be online and will cover practice activities for more complex transactions and all remaining transactions completed by the new system.

 At this stage, the training strategy is still being determined for Operational Areas who use components of the B&B Booking System. Operational Areas will need to confirm which transactions will have an impact on their respective areas.

Issues and Risks

A number of issues and risks have been identified during the development of the B&B Booking System training strategy. They are as follows:

 Possible changes in scope

 Access to the development system

 Timing of User Acceptance Testing

 Availability of Team Leaders.

These issues and risks are described below and over the next few pages.

Possible Changes in Scope

This training strategy allows for little or no change in scope. Development timeframes are very tight and the training delivery window is only six weeks. Therefore, if the scope of B&B Booking System changes from that described in this strategy, Learning and Development need to be informed and an additional strategy will need to be determined.

Access to Development System

Training developers require access to a development version of the B&B Booking System, including access to the practice data, by 14 February 2000. As it will be a development version, system developers and subject matter experts need to provide extra details of changes that occur.

Timing of User Acceptance Testing

User Acceptance Training (UAT) begins with version 7.5 on 11 April 2000. This is one four days before the training materials are delivered to the printer. Any changes as a result of UAT cannot be incorporated into the training material and will have to be communicated by other means.

Availability of Team Leaders

Team Leaders are integral to the success of the B&B Booking System training.

If Team Leaders are not able to attend the first of the Instructor Led courses and then complete their self paced in the two days after their Instructor Led training, it will be difficult for them to support their team members effectively.

In circumstances where the Team Leader is not able to participate in the training at the requested time another Team Leader will be requested to assist as required.

Assumptions and Dependencies

The training strategy for the B&B Booking System is based on the following assumptions and dependencies:

 Estimated training times are based on the analysis completed to date on the information available. If additional processes or changes are identified during training development, training times may need to change which means that the training strategy may need to be revisited

 Time is scheduled for staff to complete the training during the six week training period before the B&B Booking System is implemented

 The B&B Booking System implementation will occur on 10 03 June 2000

 Subject Matter Experts will be available to assist with the development of training materials from 01 February and to review/sign off all materials from the following week20 March

 The training development is dependent on draft policy and procedures being available by 20 March

 Copies of forms to be included in the training need to be available by 16 3 April

 The B&B Booking Practice System needs to be available by 20 March for material testing and then in all training sites and work sites on 23 21 April

 Support for the Practice System needs to be available from 23 20 April. Support will be required from 7am until 7pm Monday to Friday and 7am until 5pm Saturdays to enable staff to complete their training out of normal work hours if required

Staff completing training outside of these hours will still be able to contact the Support number.

A paging service will contact the Support member rostered and they will contact the caller directly.

B&B Booking System Training Material

The training for the B&B Booking System will consist of:

 Instructor Led training for high priority processes

 Self paced, online training for practicing specialised functionality and learning less complex functionality

 Information booklets

 Job Aids

 Quick Reference Guides

 Information for Team Leaders

Training Window for B&B Booking System

Eight Eighteen weeks are required to plan, develop and implement the training for the B&B Booking System. That is, 31 January to 10 02 June 2000.

Training Development

The training development phase will take just over four12 weeks , which includes planning, development, review and sign off by Subject Matter Experts and business areas, and testing of the materials. This timeframe does not allow for any major changes to the scope of the B&B Booking System. Key dates in the training development timeframe are:

 All training material needs to be reviewed and signed off by the business by COB Friday Wednesday 13 12 April so final edits can be made

 All training materials need to be completed and ready for printing by COB Tuesday Friday 17 14 April.

Training Delivery

The training delivery window for B&B Booking System is six weeks to complete a maximum of three days Instructor Led training and three and a half hours self paced, online training program.

The training will be delivered by the B&B online inhouse trainers at existing training sites.

B&B online trainers will participate in a Workplace Trainer course where they will learn about the B&B Booking System.

Trainers will be available from the date of implementation to assist staff on the job as required.

The B&B Booking Practice System will need to be available on all of the workstations in the training sites.

Resources Required for B&B Booking System Training

A number of resources are required to successfully implement the training strategy for B&B Booking System. Following is a summary of these resources and an indication of when they will be required.

Training Coordinator

A Training Coordinator is required to:

 Determine the availability of Team Leaders

 Assist Team Leaders

 Determine what needs to be communicated to Managers and Team Leaders regarding B&B Booking System training and distribution of relevant materials

 Coordinate booking and setup of training sites, if required

 Liaise with the Technical Infrastructure Coordinator about the set up of the Practice System and data required

 Liaise with training developers and provide support as required

 Ensure training is successfully implemented

 Liaise with the communication team and project staff to ensure all activities are coordinated and key milestones are met

 Coordinate the printing and distribution of all training material.

Practice System and Data Details

At this stage, the majorityThe B&B Booking Practice System will need to be set up with a minimum amount of ‘dummy’ customers and data.

This process is to be completed by the projects technical team.