REGIONAL VERSUS GLOBAL

Introduction

The purpose of this document is to provide an insight into training,

both external (customer) versus internal as well as the distinction
between instructor types. In understanding these distinctions,
{THESIS}.

Types of training offered

External Training:Improves the capabilities of customers,

strengthens the bond between customer and supplier, and
generates revenue.

Internal Training: Improves capabilities of employees to better

serve the needs of the customers, increases bottom line, costs
money (however this should be regarded as an investment).

Typical Duration of Training Courses

External (Customer) Training: Generally less than 1 week

Internal Training: Generally several weeks, detailed knowledge and

preparation.

The Interplay between Regional and Global training

offerings

External (Customer) Training

Training for customers, regions responsible for own customer

training, own P&L.

Internal Training

Unlikely a single region will be able to justify or sustain multiple

internal courses regional instructor competence not sustainable.

Internal (Employee) Training

Internal courses are several weeks duration, unacceptable to

Service Managers, no revenue, prevents FE to generate revenue.

Two 3500 customer courses = 13% of = assigned time

Two 4 week internal courses = 40% of assigned time

If internal training is conducted only at a regional level, it is
highly likely that courses will be cancelled if numbers from the
region are deemed insufficient to be financially viable, perhaps 4 or
fewer participants. Anecdotal evidence shows that regions will then
use the FEs without the required training and thus jeopardise
company integrity and thus increase liability. This would indicate
that the best approach for internal training is to use a global
resource outside of the normal revenue consideration of the region.

FIELD ENGINEER vs FULL TIME INSTRUCTOR

Types of Instructors

Full Time Instructors (FTI): multiple courses annually dedicated

training facility, inventory of training materials, primary training
delivery medium

Certified Field Engineers (cFE): irregular course numbers, present

twice a year to remain current no training facility, poor inventory,
main function of a FE is NOT training; secondary choice to a FTI

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Who should conduct training? A full time instructor that spends

some time each year engaged in hands-on would be the natural
choice to conduct any training IF such a person exists within the
region. Alternately, a cFE would be able to be employed on
instructional duties IF given sufficient preparation and motivation to
do so.

However, although both FTI and cFE are in a position to generate

revenue, the FTI is outside the mainstream FE role and is expected
to have a substantial element of internal training and development
that does not have a direct revenue generation impact. Logic would
dictate the use of a cFE to undertake their main role of S&I or MDS
and thus generate revenue, while the FTI handles internal training
and generates revenue by external training.

Maintaining cFE status

If the cFE is to conduct an external 3500 course, this course would

require three days to present, possibly 2 days of travel, and a
minimum of 3 days of preparation and consolidation because the
course is NOT being conducted on a regular basis. Once the cFE is
conducting perhaps 5 or 6 of these courses per annum, preparation
time can be reduced. Therefore, to conduct a 3 day training course,
8 days would be required of which only 5 may be immediately
chargeable to the customer – the cost for excessive preparation
time because the cFE does not present the course on a regular basis
should not be passed on to the customer. This results in 4 weeks of
a FEs annual workload being devoted to 2 training courses and is
one of the main justifications for not using cFEs to conduct the
internal training courses.

Using the same example, for a cFE to conduct an internal 4 week

course twice per annum and thus retain cFE status, would require a
minimum of 11 weeks, probably 12, to be allocated to the training.

If a cFE is to maintain 65% or higher utilisation, aiming for a figure

between 70 and 75% is realistic.
Remaining Time (weeks):
Allowing 5 weeks of vacation 47

2 weeks training 45

2 weeks illness (worst case) 43

65-75% Assigned 28-32 weeks

Are the Service Managers willing to lose 40% of the revenue

generation capability of a cFE in order to conduct internal training
that generates no revenue and but cost? Highly unlikely therefore
the logical option is to have a FTI.

Internal training as medium to train Fes for customer training.