develop and manage

Assessment2AppendixB-AustralianHardwareSimulatedBusiness1.docx

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Assessment 2 : Appendix B – Learning and development session plan

Session objectives

Timeframe	Activity	Teaching or assessment strategy or approach to achieve session objectives	Tools/resources

Assessment 2 : Appendix B – Performance data

Summary of initial training outcomes

Description	Outcome	Target
Number of employees trained in new sales model	367	4,000
Number of employees trained in sustainability practices	270	4,000
Average assessment score of trainees completing the training	90%	80%
Manager observation of trainees’ skills on-the-job (use of the new sales model; knowledge of sustainability practices)	Randomised observations show that 45% of trainees apply some features of the sales model they were trained in and there is some use or mention of sustainability practices	80%
Revenue per trained salesperson/month	$20,000	$35,000
Customer awareness of sustainability practices	68% of customers are aware of sustainability practices	95% aware
Customer experience satisfaction ratings	67% of customers report being satisfied with their Australian Hardware shopping experience	95% satisfied

Interviews with employees and level 1 feedback

Interviews with sales employees immediately after training found that sales employees:

· reported that they enjoyed training very much

· had thought the training and assessment would be much more difficult than it turned out to be

· found the ten question multiple choice assessment easy and convenient

· are not sure if they would be able to apply knowledge in face-to-face dealings with customer.

Interviews with managers

Interviews with line managers yielded the following general observations:

· Employees displayed initial enthusiasm after the training

· Employees are generally unable to transfer learning to actual interaction with customers, for example:

· sales staff do not mention sustainability as important differentiator for Australian Hardware

· sales staff do not follow sales model and forget to ask customers about their specific needs and possible future needs.

Assessment 2 : Appendix B – Training strategy and schedule

Training objectives

Actions

Timeframe	Activity: (training/assessment, coaching or other support, monitoring)	Teaching or assessment strategy or approach to achieve training objectives	Resources: Trainer (number 1–30) Managers

Assessment 2 : Appendix B – Service agreement

1. Service Agreement

Service Agreement dated: 3 January 2014

Between

Train Your Way Up

Service Agreement Sponsor – Director of studies for Train Your Way Up, Jan Powers

And

Australian Hardware Human Resources

Service Agreement Sponsor – Susan Black, Human Resources General Manager

2. Scope of services

Sales training to upskill sales staff in the new sales model:

1. Greet the customer.

2. Proactively ask questions to identify the customer’s needs.

3. Present possible solutions and discuss sustainable or environmentally friendly options where relevant.

4. Close sale and facilitate transaction.

5. Follow up to maintain customer relationship, gather feedback and lay foundation for repeat business.

Service specifications

The table below describes the services to be provided under this Services Agreement.

Service	Scope
Sales model training	4,000 employees
Training on sustainability policy and relevant products	4,000 employees

3. Fees and payment terms

The schedule below details the fees and payment terms for the services provided under this agreement.

Service	Fee	Payment term
Total costs of training delivery	$2,000,000	Paid on completion of training by the fourth quarter of FY 2014–15

4. Service level targets

Services provided under this agreement will be measured against the following performance standards and timeframes.

Service	Performance standard and timeframe
Sales model training	4,000 employees by the end of the fourth quarter of FY 2014–15
Training on sustainability policy and relevant products	4,000 employees by the end of the fourth quarter of FY 2014–15
Average assessment score	80%

5. Monitoring and reporting

Services will monitored according to the following reporting schedule.

Service	Report	Timing
Sales model training	Summary of training completion	Completed by the end of the fourth quarter of FY 2014–15
Training on sustainability policy and relevant products	Summary of training completion	Completed by the end of the fourth quarter of FY 2014–15
Average assessment score	Assessment records	Completed by the end of the fourth quarter of FY 2014–15

6. Dispute resolution

In the event that either party needs to raise a dispute the following process must be followed:

7. Signatures

I agree to the terms and conditions of this agreement.

Signed for and on behalf of Australian hardware HR
Australian Hardware, HR general manager	*S Black*
In the presence of witness	*David Ouspensky*

Signed for and on behalf of Train Your Way Up
Train Your Way Up, Director of Training	Jan Powers
In the presence of witness	*David Ouspensky*

Issue identified

Service Agreement Sponsor from both parties to discuss issue and agree resolution

In the event that Service Agreement Sponsors cannot agree on a resolution the issue is to be escalated to mediation

Service Agreement Sponsor from both parties to be notified of issue

( Page | 32 )Document Type: UIT Trainer Assessment Pack Version 7.1 – Compliance and Quality Assurance Department

Release Date: Feb 2017 Review Date: Dec 2018 Unit Name: BSBWHS501 - Ensure a safe workplace