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Timing 10 am- 12pm

Monday Understanding relationship management

Tuesday Internal customer relationship Management- you and your colleges Benchmarking against best practice

Wednesday The cost of bad service ( how to handle)

12 pm-2.30 pm

Latest changes in CRM

Building relationship

3 pm-4.30 pm

Definition of customer needs and service

Handling customer complaints

Language ( importance of regional language)

Participants will be evaluated throughout the program and will be required to achieve certain proficiencies and milestones in order to progress and graduate. After successful completion of the RMSP, trainees will be placed in their sponsoring business unit to continue training and development as "Junior Relationship Managers." After a period of time, trainees will be given a portfolio of clients to manage, along with goals for sales and prospecting. The trainees will be evaluated against these goals, and will be eligible for incentive compensation beyond base salary (e.g., bonuses, stock options, etc).

Designing a training program with careful consideration of the program's framework, content, evaluation and promotional strategy ensures learning objectives are met. The next phase after performing initial training program design research is to design the program framework, content modules, evaluation and program promotion/registration strategy. Learning Objectives Learning objectives or outcomes are what you want the training to do. In other words, if you are designing training to improve staff performance, the measurement of improved performance over a phase of time post training would be a learning objective. For example, to decrease order processing time by 10% by the end of Q3 by training staff on the new order processing software. Training Program Framework The program framework is the logistical shell of the training program. Often, inexperienced training managers jump to deciding on content before the framework has been decided. A training program framework includes details of the delivery mode(s), instructional style, delivery style, audience definitions and content structure. Remember that Training and Development is a Process So often when we design a plan, the plan becomes the end rather than the means. The plan is a general guide -- the real treasure found from implementing your plan is the learning you achieve. Learning is an ongoing process. Look at learning as a process and you enjoy the long time during the journey rather than the short time at the destination. Training Budget Training budgets can vary greatly depending on whether you developing a large program to a large audience and are using outsourced training vendors or are using mostly internal resources and training a small group of participants inhouse.

For example, an outsourced training needs assessment survey could cost upwards of 25-50K if it includes the management of survey distribution as well as collection and formal analysis of the findings, whereas a survey conducted internally using an online survey tool such as Survey Monkey could be a very low cost option. Include a line item for each of the components and research your options to determine an estimated cost for each component. Budgets can vary greatly but here are some line items to consider in a training budget:

Competency profiling Needs Assessment Survey Training Audit Framework Development Module Development Training Program Promotion Registration Training Department Overhead supplies, photocopying, salaries of program assistants, office equipment/furniture etc.

Developing Modules The next step in training program design is to create the modules for the training program. Typically an instructor and/or content expert determine the outline for the module and present it to the training manager for approval. Once the outline is approved, a more detailed content outline is created and presented to the training manager to ensure that there is not overlap with other modules. The bullet points in the brief module outline can be misleading. Once the more detailed outline is reviewed areas of overlap or duplication with other modules can be revealed. Module outlines should include:

Title of the module Name of instructor and contact info Brief (75-150 word) description of the modules content Duration (number of hours to complete the module) Schedule (if the module is to be delivered face2face or online to a cohort with a timeline) Instructor bio (if relevant) Resources required supplies, equipment, audio visual requirements, room set-up requirements, photocopying needed.

Once the modules are developed, it is time to finalize handouts, online content (and upload it to the web), order text books, print manuals, order supplies, book rooms, book instructors etc. Promotion & Registration Another aspect that applies to most training programs is developing a promotional plan and a registration and participant record keeping system. If your company has a learning management system that records training participation, then this process may be simple. A company intranet site with a separate section for training and professional development is an ideal place to promote the training program. An email blast to employees and other potential participants is also a good idea. Evaluation & Training Metrics How the program is evaluated and which training metrics will be measured is the next step in the development process. Annual Training Program Review An annual review of the training program is another important part of the program design as it will ensure that the content remains fresh and relevant. A carefully planned training program will meet learning objectives and provide evidence through training metrics that the program is meeting the needs of the organization and the participants.