7.01 Procedure for VA Training v4

7/23/2019 7.01 Procedure for VA Training v4

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BPMSQUALITYDOCUMENT

Date of Issue: January 25, 2007Process No.: 7.1 Ver.4Department: Training

I. OBJECTIVE

II. SCOPE

To be able to train new hires on speaking skills, accent neutralization, American

culture and geography, and soft skills.

Page No.: 1 of 9

Compiled and Controlled by: Approved by:

Benel Pilar

Manager - Strategic Quality

Arvy Villamarzo

Process Owner – Training Dept. Head

This procedure covers new hires trainees

Printed copies will only be valid if signed by the Process Owner and Manager - Strategic Quality



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No. of Trainees

With Passing Rate

Compiled and Controlled by: Approved by:

III. FLOW CHART

Page No.: 2 of 9

Benel Pilar

Manager - Strategic Quality

Arvy Villamarzo

Process Owner – Training Dept. Head

•VA Certified trainees•Assessment Scores

•Attendance Records

•Operations

RecruitmentFacilities

Training Dept.

Flowchart

•New Hires•Trainers

•Training rooms

and materials

Trainers

check

attendanceof trainees, give

diagnostics

Training

coordinator

reports no shows

to HR

Trainers

deliver trainingprogram

Certified Trainer

administersassessment

Endorsement

letter/Validationinterview




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FLOWCHART

Page No.: 3 of 9

StartTrainee

present?

3. TC reports no-

shows to CRT and

HR point persons

4. Trainer delivers

training program

Trainer gives

OTOs and records

test scores into

classlist

2. Trainer submits listof no-shows to the

Training Coordinator

N

Y

Procedure for

Buffer Class

From Buffer or

ST3 class?

7. Facilitator and

Assessor meet on

the final day of

training to calculate

final scores

KCP

5. Certified Trainer other

than the one that handles

the class administers

assessments at the end of

each week of training

PEG >=6

KCP11. DGM, Sr Mgr

or Authorized ID

Trainer conducts a

validation

interview

N

End

Agree on

scores?

Y

Y

Did trainee

pass?Y

N

N

Trainer submits to TC

assessment, PEG and

OTO forms at the end of

each training week

9. TC endorses

classlist and OTO

forms to point

person for Product

Training

6. On the final day of

training Trainer submits

to TC the completed

Training Survey forms

TC encodes

Training Survey

results in Excel

PEG >= 4?

N

N A

8. Trainer informs

trainees of results

12. Endorsed to

HR

8. Trainer informs

trainees of results

B

B

A

Y

8. Trainer informs

trainees of results

KCP

10. Passed w/

justification?

Y

N

B Y

1. Day 1, Trainer

checks attendance

collects trainees’

contact details.

Another trainer

gives the

diagnostics.




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4. Delivery of Training Program

Who: VA Trainer

What: Delivery of Training Program (Language, Soft Skills,

American Culture and Geography)

When: Account Specific

Why: To enhance trainees’ communication and customer

service skills

How: Classroom setup with AVPs, lectures, written and

speaking exercises and other related activities

5. Assessment of Trainees

Who: Any Certified Trainer except the one handling the class

What: Administer Assessment (Written and Speaking)

When: At the end of each week of VA Training

Why: To evaluate trainees’ skills and performance

How: Trainer conducts assessment and checks answers

5.1 Perform One to One (OTO) and record assessment scores

in Classlist

Who: VA Trainer

What: OTO with trainees and record assessment scores in

Classlist

When: End of every Weekly Assessment

Why: To give feedback to trainees and record trainees’

performance

How: Give OTO to every trainee and fill out the Classlist found

in the Shared Training Drive

1. On Day 1, checking of attendance, diagnostics and collection

of trainees’ contact details

Who: VA Trainers (a different VA Trainer gives the diagnostics)

What: Check class attendance; note contact #s and give diags

When: 1st day of VA Training

Why: For initial assessment and documentation

How: VA Trainer fills out the Classlist and Attendance Tracker

(found in the Shared Training Drive), another VA

Trainer gives the diagnostics

If trainee is present go to #4

If trainee is absent go to #2

2. Submission of No Call No Show (NCNS) to Trng Crdntr (TC)

Who: VA Trainer

What: VA Trainer submits list of NCNS

When: End of 2nd day of VA training

Why: For record keeping and documentation

How: VA Trainer emails the list of NCNS to the TC

3. Report of NCNS to HR and CRT

Who: Training Coordinator

What: NCNS Report to HR and CRT

When: End of the 2nd day of VA Training

Why: For record keeping and update of Classlist

How: TC emails report to HR and CRT

IV. NARRATIVE

Page No.: 4 of 9




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7. Calculation of final scores and giving of recommendations

Who: Trainer who handled the class & Trainer who gave

assessments

What: Calculation of trainees’ final scores and giving of

recommendations

When: Last day of VA Training

Why: To come up with a joint decision on trainees’ status

How: Trainers meet to calculate grades and discuss

recommendations

If Trainers agree on trainee’s final score and final score is >=6

go to #8

If Trainers agree on trainee’s final score and final score is <6

but >=4 go to #10

If Trainers agree on trainee’s final score and final score is <4

go to #8

If Trainers disagree on trainee’s final score go to #11

8. Giving of trainees’ final scores for VA Training

Who: VA Trainer

What: Inform trainees of their status whether pass or fail

When: Last day of VA Training

Why: To inform trainees whether they passed or failed

How: Inform trainee by way of OTO session

5.2 Weekly submission of training documents to TC

Who: VA Trainer

What: Forwarding of Assessment, PEG, OTO to TC

When: At the end of each training week

Why: For reference and documentationHow: Place all training documents in a labelled folder and give

to TC

6. Submission of Training Survey forms to TC

Who: VA Trainer

What: Submission of completed Training Survey forms to TC

When: At the completion of VA TrainingWhy: For encoding of results in Excel

How: Place all completed survey forms in a labelled folder and

give to TC

6.1 Encoding of Training Survey results in Excel


What: Encoding of Training Survey results in ExcelWhen: Upon receipt of completed Training Survey forms

Why: For reference and documentation, basis of trainer

feedback and improvements to the training program

How: Encode Training Survey results in Excel using a template

Page No.: 5 of 9

IV. NARRATIVE




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How: Facilitator fills out Endorsement Letter and indicates in

the Classlist that trainee was passed w/ justification

After Step 10 got to #8

11. Validation Interview

Who: DGM – Training, Sr. Training Manager or authorized ID

Trainer

What: Interview to give trainee’s final score or validate final

score of trainee

When: When Trainers don’t agree on trainee’s final score or

when trainee receives a failing grade from the Trainers

Why: To give trainee’s final score or to validate failing scoreand provide appropriate recommendation

How: DGM – Training, Sr. Training Manager or authorized ID

Trainer conducts interview of trainee and emails VA trainer of

results

After Step 10 go to #8

12. Trainee is endorsed to HR

Who: Failed Trainee

What: Attrition for failed trainee

When: When trainee fails Validation Interview and at the same

time the trainee previously attended a Buffer or ST3 class or if

a trainee gets a PEG score of less than 5

Why: To process separation from IBM Daksh

If trainee’s PEG>=6 go to #9

If trainee’s PEG<4 go to #12

If trainee was given Endorsement letter go to #9

If trainee wasn’t given Endorsement letter go to #11

If trainee passed the Validation Interview go to #9

If trainee failed the Validation Interview and previously came

from a Buffer or ST3 class go to #12

If trainee failed the Validation Interview but did not previously

come from a Buffer or ST3 class go to Procedure for

Buffer Class

9. Endorsement of trainees to Product Training


What: Endorsement of trainees who passed VA Training to

Product Training

When: End of VA Training

Why: For reference and preparation of Product Training team

How: TC endorses Classlist and OTO forms to point person of

Product Training

10. Passed with Justification

Who: VA Trainer

What: Pass trainee with a PEG>=4 and PEG<6

When: If trainee has a PEG>=4 and PEG<6 and Facilitator has

basis that trainee will do well in process training

Why: To decrease the number of Validation Interviews

Page No.: 6 of 9

IV. NARRATIVE




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KCP 5. Assessment at the end of the week

KCP 10. Passed with justification

KCP 11. Validation Interview

VA Training Process

KCPProcess

V. KEY CONTROL POINTS

Page No.: 7 of 9

VI. SOD MATRIX

1 2 3 4 5 6 7 8 9 10 11 12

Trainee x x

VA Trainer x x x x x x x x

2nd VA Trainer x

Certified Trainer x x

TC x x x

DGM/Sr Trng Mgr/ID Trainer x

VA Training




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VII. LIST OF ARTIFACTS / RECORDS

Date of Issue:

VIII. SUMMARY OF CHANGES

Arvy Villamarzo Addition of processobjective, scope,process narrative,identification of keycontrol points, SODmatrix, artifacts/records and summaryof changes

1/07/20062

Arvy VillamarzoVictor

Manlansing

Edit of processobjective, scope,process narrative,identification of KCP,SOD matrix, artifacts/records, and summaryof changes

11/03/20063

Date ApprovedApproved byReviewed byNature of ChangeVersion DateVersion

Page No.: 8 of 9

1. Classlist

2. Attendance record

3. Assessment form

4. PEG form

5. OTO form

6. Endorsement letter

7. Email showing results of Validation Interview

8. Training Survey form and associated Excel file




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Arvy VillamarzoVictor ManlansingChanged Flow Chart(Page 2): specified

Certified Trainer andadded EndorsementLetter together withValidation Interview;Changed Flow Chart(Page 3): changedPEG criteria, addedanother KCP (step 10);Changed followingsteps in Narrative: 1, 7,

8, 10, 11 and 12; Added another KCP;Changed SOD matrixto reflect additionalstep and need fordifferent VA trainer todo diagnostics;

Addition ofendorsement letter to

list of artifacts

01/25/20074

Date ApprovedApproved byReviewed by

Nature of ChangeVersion DateVersion

Page No.: 9 of 9


Documents

7.01 Procedure for VA Training v4