[經(jīng)管營銷]copcinternaltraining_day-資料下載頁
2025-02-19 23:19本頁面
【正文】 monitoring transactions need to acquire and maintain the skills and knowledge required for their positions Training and Development 52 52 ? For all staff in all KCR jobs, training must be provided for all of the minimum skills and knowledge defined in Item Defining Jobs, unless staff are hired with these minimum skills and knowledge. ? The CSP’s approach to training and development must be formally defined for KCRP’s including: a) The setting or methodology. b) A listing of the specific skills and knowledge required for each minimum skill. c) The personnel authorized to provide the training. d) A desired or required oute that can be verified. Training and Development 53 53 Training and Development ? There must be formal retraining for existing staff and knowledge requirements change. Training Requirement ? Training is a Key Support Process (KSP) Training staff to minimum skills and knowledge requirements ? The CSP must track one metric and report in Table F – Training Quality 54 54 ? COPC Inc. define OJT as when the CSR has sole control over live transactions ? If an OJT process is used and it permits trainees to handle live transactions (, calls, , web, fax and mail) – The trainee must pass initial skills verification before handling live transactions – There must be structured supervision during the training period for processing live transactions Training and Development Interpretation 55 55 ? The CSP must develop clear decision criteria to determine at what point formal retraining and/or formal verification are required. A CSP will not be pliant with this item if it does not identify the types of changes requiring formal training ? Temporary and indefinite staff performing the same job must be trained in the same manner Training and Development Interpretation 56 56 Training and Development 57 57 Training and Development 58 58 The CSP must verify that all staff (including indefinite and temporary staff) in KCR jobs have the skills and knowledge required for their jobs. Verifying Skills and Knowledge 59 59 ? For all staff in all KCR jobs, all minimum skills and knowledge defined in item must be verified prior to allowing staff to perform the job. ? The verification process for all staff in KCR jobs and jobs that include training delivery and monitoring transactions must include: a) Objective performance thresholds that are linked to the minimum requirements (including all minimum skills and knowledge) of the position. b) Documentation (., tests, scores, dates) that can be audited. Verifying Skills and Knowledge 60 60 ? The verification process for all staff in KCR jobs must include: c) Action plans for staff that fail to demonstrate the required skills and knowledge d) Annual reverification of skills and knowledge e) Reverification of skills and knowledge following changes in program, procedures, systems, etc. Verifying Skills and Knowledge 61 61 ? If the verification process includes a multiple observations with signoff method: a) Initial Verification: These must be at least two observations at two different times by a lead, supervisor, manager, or trainer. b) Annual Reverification: There must be at least one observation by a lead, supervisor, manager, or trainer. Verifying Skills and Knowledge
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