30/60/90
Day Plan
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30 Days
  • Meet with my boss
    • Clarify their expectations of me and my department
    • Gain alignment on my goals and project roadmap
  • Research the budget
    • Line item level
    • Currently and historically
    • Detail the employee expense reporting process
  • First team meeting
    • Tell them about me, personally and professionally
    • Have each person introduce themselves
    • Lay out my vision for the department
    • Describe my management style
    • Set expectations for departmental communication, tone, and progress
    • Tell them that I will initially be spending my time auditing all things training related
    • Mention that I will be meeting with each person one-on-one
  • Learn our products
  • Attend our courses
    • Not just see the courses, but also see each trainer deliver something one time
    • Either in person or online or both
    • 101, 201, etc.
  • Review our training documentation
  • Detail technical writers' responsibilities
    • What is each person currently working on
    • How are they currently being assigned work
    • What are their current responsibilities
    • How well do they know the software
    • Are they exclusively writing all documentation?
    • Are they knowledgeable enough to write FAQ, user scenarios, create blog posts, answer forum questions
    • What about them taking the audio scripts from our eLearning lessons, and transcribing the audio so we can add transcripts to all of our lessons
    • How do you determine your productivity? Meaning, do you produce X amount of content per unit time?
  • Meet with each employee one-on-one
    • Find out the skills sets of my employees
    • What are they currently doing?
    • What is their understanding of their responsibilities?
    • Find out my employees’ professional goals
  • Detail the entire current training lifecycle a client goes through
    • How do we market training? What does the customer see?
    • What are all of their training choices? For example, online, on-site, training center, custom training, train-the-trainer, certification programs.
    • Is it sold per person, or in groups
    • What are the costs?
    • How do they buy training once they make their decision?
    • Who do they give money to?
    • How does accounting communicate to training that something has been purchased? A green light email?
    • What information is communicated?
    • Access to history of whom at their company has received training, what and when?
    • What system does training use to:
    • View the training requests
    • Document who the training is going to be assigned to?
    • Document contacts between the trainer and the customer, especially the initial contact, and the confirmation from the customer of an agreed upon day and time.
    • Once the trainer has received their assignment, how do they document that in a transparent way so that other people on the team can see what is coming up. Forward looking calendar of classes to delivered, by whom, and who is slated to attend.
  • What does the client receive prior to training
    • ONLINE TRAINING:
    • Standard email confirming their enrollment
    • What steps and information is communicated to the customer?
    • Invitations to GoToMeetings
    • Any credentials for anything? Sandbox?
    • User guides, workbooks, agendas?
    • Reminder system in place leading up to training?

    • ON-SITE DELIVERY:
    • Online meeting set to establish what the customer is responsible for doing prior to the training, and what we are responsible for?
    • Is there a document that clarifies this, that is customer facing?
    • Onsite training overview document
    • Agenda for the on-site training
    • Does one trainer go on-site? What are the circumstances for anyone else from our company to go on-site as well?
    • Do we print and mail out anything, like user guides, workbooks, etc? If yes, who is responsible for doing this?
    • Reminder system in place leading up to training?
  • How does online training look and feel
    • GoToMeeting or Webex or?
    • Where do the trainers deliver training from? A cube, an office, home?
    • Do they use phones, headsets, VOiP?
    • Do all trainers deliver a given class in a very similar, consistent fashion? Meaning same powerpoint, agenda, visuals, activities, handouts, etc.? If not, how how much freedom is given here?
    • What are the schedules for each class?
    • What do the participants do during class? Practice, take notes? Can they ask questions, or chat only?
    • How is the class structured? Demo, explain, then they practice? Demo and explain, practice later? Demo and explain only?
    • Any homework in between days?
    • Is there an evaluation given at the end of class? How is it delivered to the client? When do they get it?
    • Is anything being done with the results?
  • How does on-site training look and feel
    • Are they training only, or training and consultation
    • Is the trainer expected to tour, meet people, conduct meetings outside of the training for consulting at a higher level
    • Are trainers expected to do anything with the client outside of the business day, like dinners, etc.?
    • Do employees have company credit cards?
    • Is there a per diem, or budget, or a suggested guideline for how much they can spend on food, etc.? How does this work?
    • Do employees treat the customers? Is this OK? Is this expected?
    • Do all trainers deliver a given class in a very similar, consistent fashion? Meaning same powerpoint, agenda, visuals, activities, handouts, etc.? If not, how how much freedom is given here?
    • What are the schedules for each class?
    • What do the participants do during class? Practice, take notes?
    • How is the class structured? Demo, explain, then they practice? Demo and explain, practice later? Demo and explain only?
    • Any homework in between days?
    • Is there an evaluation given at the end of class?
    • Is anything being done with the results?
    • Are employees expected to travel on days they deliver training? Or can they arrive in town one day before, and leave one day after (assuming training ends in the afternoon). Meaning, this is left to the trainers discretion, correct?
    • Does the employee choose and purchase their own airplanes tickets, hotel rooms, rental cars, etc.
    • Do employees get a Hertz Gold type membership?
    • Does the client get a quote for training, travel, and expenses -- a flat figure? And then they pay for all of that upfront, and are reimbursed only if we come under budget? If not, how does it work?
  • What happens after training has been delivered
    • Are there any follow up Q and A sessions?
    • What is the customer presented with regarding ongoing questions and support? Who can they call? Email?
    • Are they entitled to a certain amount of GoToMeeting time?
    • Does sales get involved after training is delivered to check in and make sure that all of the things that sales promised them has been delivered?
    • Do they have ongoing access to any help pieces, like user guides (meaning current versions), tech support, training support, etc?
    • What does the trainer document after delivering the training?
    • Who has ongoing access to this information? Tech support? All training staff? Other departments?
  • Develop a full profile of our customers
    • Averages
    • Age, gender
    • Computer skills
    • Computer accessibility
    • Audio accessibility
    • ADDIE analysis
    • Credit unions, retail banks, etc.
    • Typically how many users per company, geographically and globally
  • Technical specs on our software and common configurations
    • Cloud based, local, etc.
    • How do users get the software?
    • Where do the initial credentials come from?
    • Do they download anything? From where?
    • Macs and PC’s?
  • Research project management systems
    • Looking for transparency
    • Updated in real time
    • Browser based
    • Multi-user, shared access
    • Tiered access, meaning different sets of user permissions and visibility
  • Meet with people in other departments
    • Gain an understanding of what other departments are doing, and how they are contributing to the overall success
    • Gain an understanding of how other departments work with the training department
    • Start to establish some contacts within the company
60 Days
  • Develop a list of potential training department logistics projects
    • Projects around how we internally document all training interactions and communications. Moving towards training spreadsheet transparency.
    • Project for developing a shared common training calendar
    • Project for systematically assigning out training classes to staff
    • Project for revising and aligning any training emails that are sent to the customer. Like initial contact email, confirmation of training, invitations to GoToMeetings, etc.
    • Project for researching and pulling together all purchased, unused training, as well as establishing guidelines around follow up, expiration dates, etc.
    • Project around how training is sold, meaning per person or in groups
    • Project for developing a full customer profiles
  • Develop a list of potential employee development projects
    • Employees start thinking about their goals and objectives for the upcoming year
    • Projects for employee professional development around using authoring tools like Camtasia Studio, Snagit Editor, Captivate, Audition, etc.
    • Project for developing class and trainer evaluations
  • Develop a list of potential training class projects
    • Projects for creating chunked down versions of our online offerings, and more of them, more frequently
    • Project for creating chunked down versions of our on-site delivery
    • Project for developing real world exercises and activities for participants during both online and on-site deliveries. This should include an answer key, as well as explanations and rationale for arriving at the correct solutions.
    • Project for revising and aligning an on-site training overview document and processes
    • Projects around revising and aligning any training powerpoints, agendas, visuals, activities, handouts, etc.
    • Project for post training help, like follow up Q and A sessions, optional instructor hours, etc.
    • Project for proposing a Sandbox version of our software
  • Develop a list of potential projects for our technical writing staff
    • Technical writers gearing towards online documentation, including methodology, medium, hosting, etc.
    • Projects for technical writers to fill in any gaps in our documentation
  • Develop a list of potential future training department projects
    • Genius time
    • Customized learning implementation roadmaps per company
    • Offering the ability for managers of our clients’ companies to have an accountability lever for their own employees’ learning
    • Forums and blogs
    • Online customer solutions center
  • Test and choose a project management system
    • Train employees on the system
    • Set expectations for project communication
    • Establish best practices
  • Plan out all of the objectives, deliverables, and tasks associated with each of our projects
    • Assign owners to various projects
    • Owners devise individual objectives and required tasks per project
    • Collaboratively revise and agree on various project objectives
    • Collaboratively establish target dates for project objectives and tasks
  • Start building the budget
    • Based on previous month’s research, make any necessary budget revisions
    • Begin forecasting costs based on new project set
    • Potentially include project management access, author tools, hardware upgrades, and the LMS
  • Research LMS vendors
    • Could alternatively be some other online format for hosting eLearning
    • Consider clients access
    • Consider cost and budget allowance
    • Consider ultimate number of users
    • Consider how it would align with the web pieces that are currently customer facing (our website, etc.) and how it would fit in with future online help resources such as forums, blogs, online documentation, etc.
    • Consider how many users per unit time, i.e. per month
90 Days
  • Manage our team
    • Continue driving and monitoring the project management system
    • Move forward with all of our newly designed plans
    • Conduct regular meetings and check-ins around progress on projects
    • Test deliverables
    • Iterate on project plans
    • Collaborate on project development
  • Work closely with the COO/CFO around budget management, forecasting, and allowances
    • Based on previous research, make any necessary budget revisions
    • Begin forecasting costs based on new project set
    • Finalize and formalize the employee reimbursement process
  • Build and plan our LMS
    • Thoroughly learn and test all functionality
    • Establish LMS contacts
    • Design LMS workflow
    • Simulate customer interaction
    • Test behind other’s firewalls
  • Own and execute potential training department logistics projects
    • Projects around how we internally document all training interactions and communications. Moving towards training spreadsheet transparency.
    • Project for developing a shared common training calendar
    • Project for systematically assigning out training classes to staff
    • Project around how training is sold, meaning per person or in groups
  • Own and execute potential employee development projects
    • Projects for employee professional development around using authoring tools like Camtasia Studio, Snagit Editor, Captivate, Audition, etc.
    • Project for ongoing education and best practices for the project management system
  • Own and execute potential training class projects
    • Project for proposing a Sandbox version of our software
    • Work with the development team
  • Continuously learning and establishing best practices
    • For department communication
    • For executing projects
    • For client interactions
    • For interdepartmental interactions