Training Partner Special Interest Group (SIG) articles/Webinars/A Couple of Tra… · The example QBR slides Alister presented were great. More examples from members would be great!

CEdMA Spring Conference 2015

Training Partner Special Interest Group (SIG)

Nov 12, 2015

SIG Chair: Lauren Thibodeau

VP, Knowledge Programs & Products, Kinaxis


1• Training Partner Instructor certification practices.

2• Avoiding direct and indirect business conflicts.

3• Virtual training and training partners – manage geo overlap. Carry to another mtg.

Goal Share Info with Each Other on

Relevant Training Partner Topics

Alister FraserAuthorized Training

Partner Program Manager,

Americas, PTC

Peter ManijakSr Director,

Field Enablement,

PegaSystems

Guest Speakers


1. Training Partner Instructor Certification

3

Refer to Alister and Peter’s comments.


Segment

Customers

2. Avoid Direct and Indirect Conflicts

Segment

Responsibility

Segment

Curriculum

Segment

GeographyYour

Thoughts?


2. Avoid Direct and Indirect Conflicts

5

• Segment by geo and courses – coverage and segmentation model. Simon

• Be honest about the opportunity about the partner segment. Can your partners

be successful in the segment you set for them. Alister

• Can’t segment by geo. Very hard to do this – partners wanted to work in same

cities we were in directly. Discuss all opportunities so there is less competition.

Key b/c they we don’t segment customers direct and indirect. Noemi

• Follow Alister’s advice – good communication, around accountability and

responsibility.

• Public vs Private training – do folks segment this way? Not yet, but for India

looking to let them partners do public training exclusively. Instructor cert not

there yet.

• As courseware matures and as margins on mature offerings decline for a

vendor, we move it out to authorized training centres for public training –

leverage partners more. Private onsites more highly customized with SME

knowledge and close links to product dev likely stay with vendor. Lauren+Arthur

• In house trainers have evolved as partner enablers - Arthur. Take on new

courses until partners up to speed. Work with partners to get them up to speed.

• Have Consequences! If you have a policy stick to it and enforce it on both sides.

Alister


What Worked Well

• Great presentation by Alister.

• Absolutely excellent to see and hear others practices, great presentations all

the way around.

• Thank you everyone for the ideas and presentations. Found it all extremely

helpful and will be looking to implement some of these.

• Liked: Specific topics that pertain to Partner Programs globally--> Instructor

cert.

• Like - interaction & discussion.

• Great job Lauren!

• I got a lot out of the call today.

• I liked hearing about how other companies run their training partner

programs. The example QBR slides Alister presented were great. More

examples from members would be great! Thank you very much.

Feedback/Chat

6


Ideas for Future / What Could Be Better Next Time

• Would like to see how things work operationally.

• I would also like to see how partners are handled operationally.

• I think we could expand on the Conflict discussion...best practices.

• Could Improve: Have presenters send in info ahead of time to avoid loss of

time/ misalignment....

• Do better time management, probably spent too long on the roundtable, but

difficult given it is good to know who folks are and background.

• I agree with adding operational topics - how to deploy some of these things,

for example how to manage records of all of the instructor certifications.

• I would also like to see how some of this works operationally.

• I'd like also hear how this works operationally more as well.

Feedback/Chat

7


Topic Ideas

8

• Getting Training Partner Input into Content (July)

• Managing a Global Training Partner Program Efficiently – Tips and Proven Practices (July)

• Revenue Generating Training Partner Programs – What Has Been Most Effective For Increasing Revenue? (July)

• Avoiding direct and indirect business conflicts – what are you doing? (Nov 12)

• Instructor certification practices (Nov 12)

• Operationally – How to avoid direct and indirect business conflicts. Deeper dive.

• Virtual Training and Partners – How to manage the geo overlap

• How do you work with Learning Partners when they design their own courses around our courseware. Policies,

guidelines, do they need approval?

• How to Launch a Training Partner Program 101. Contracts/financial arrangements/ how to provide

materials/instructor certification. – Editors Note: some existing CEdMA decks exist, let’s circulate and then

update/refresh with input at future call

• How to market new and updated courses. Related Topic: Time to Market with New Courses

• Reach Based Training Partner Programs – What Has Been Most Effective For Increasing Reach?

• Sales enablement proven practices for your training partners

• Variable revenue model keys to success

• Fixed revenue model keys to success

• Training partner contracting best practices

• Compliance, enforcement, and auditing – What are people doing? How it is working?

• Feedback on your Training Partner Program – How do you get it from your partners? How often?

• Communication Framework for your Training Partners – Do you have one? How does it work?

• What Works for Training Partner Program Staffing (on the vendor side – to manage and administer the program).

• Academic Programs – Nuances and Best Practices

PTC Authorized

Training Partner

Program: Instructor

Certification

Alister Fraser

Authorized training Partner Program Manager,

Americas

11/12/15

22

Instructor Certification

• Brief Intro to the Authorized Training Partner Program at PTC

• Guiding Principles: The 3 C’s– Communication

– Consistency

– Carrot and Consequence

• Instructor Certification at PTC– Increased Course Mastery compliance from 45% to 93% in 3 fiscal quarters

3

Through a highly efficient, scalable, and nimble delivery engine.

Extend our capabilities and influence

http://www.ptc.com/communities/partners/training

4

Authorized Training partners may appoint one or more

employees as Certified Instructors following the satisfactory

completion of PTC’s certification program

• The ability to develop and track

subject matter expertise on

individual PTC Solutions through

Web-based preparation resources

and assessments.

• Course preparation and mentoring

to ensure effective tools and tactics

for delivering instructor led training

classes.

• Training and certification to ensure

a knowledgeable consultative sales

approach for training advisors and

delivery resources.

Comprehensive,

effective, web based

Partner Certification.

1. Policies Practices and ProceduresCompetency on PTC Internal systems and policies

2. Individual Course Mastery

Subject matter expertise on individual PTC Solutions

and training courses

3. Instructor Skills WorkshopCourse preparation resources and mentoring

4. Solution Sellingfor inside sales, field reps and delivery resources

*An ATP is required to maintain at least one certified instructor and one certified sales

5

Communication

6

• Trainer of the year award– Establish clear goals for success

• Training attach rate

• Course Mastery Compliance

• Evaluation return rate

• Identify the partners that– You can influence

– That will have a meaningful impact (80/20)

• Establish Quarterly Business Review (QBR) rhythm

What did we do?

7

Example: Training Partner Quarterly Business Review

FY15 Q3 4 Quarter Training (TRN*) Vs SFT Revenue

BWIR Barry-Wehmiller International

TRN: is eLearning SFT and Course Kit Revenue

Revenue Last

Quarter 4Qtr Average

% attach Last

Quarter

% attach 4Qtr

Average

Sft $ $ 256,609 $ 395.047

Elrn $ $ 4,248 $ 2,765 2% 0.02%

CK $ $ 24,150 $ 34,988 9.41% 8.8%

Total TRN $ 29,949 $ 38,766 11.6% 9.8%

2014 Q 4 2015 Q 1 2015 Q 2 2015 Q 3

Sft $ $293,342 $299,709 $731,002 $258,161

Elrn $ $2,183 $1,427 $3,204 $4,248

CK $ $43,125 $32,925 $39,750 $24,150

$-

$5,000

$10,000

$15,000

$20,000

$25,000

$30,000

$35,000

$40,000

$45,000

$50,000

$-

$100,000

$200,000

$300,000

$400,000

$500,000

$600,000

$700,000

$800,000

Axis

Tit

le

Revenue last 4 Quarters

8

Quality Overview

Your Partner Scorecard

3. Overall

Customer

Satisfaction

2. Evaluation

You: 74%

Goal: 80%Goal: 4.35

You: 4.29

1. Course Mastery

Compliance

Quality Dashboard

Peer: 4.9

Goal 80%

You: 94%

73% QoQ 47% QoQ 4.46 QoQ

FY15 Q2

Peer: 92%

9

• Compiled report on a monthly/ quarterly basis containing information on

instructor certification in North America

• Review the list of instructors and identify “top offenders” – Those individuals who are contributing to gap to goal.

– Goal is 80% instructor certification

• Consequence– Polite reminder of the importance compliance.

• Offer an incentive if action is taken in set number of days

• Offer an alternative e.g. examples of customer evaluations to waive certification requirement.

– Final Reminder with 48 hours window to correct.

– Notice of intended action, removal of instructor from ATP database

Instructor Certification Audit Process:

CEdMA Special Interest Group

Criteria:

• Technical expertise

• Relationship with Pegasystems

• Coverage

• Past performance

• Is training a core business

• Operations

– How to collect and distribute course fees

– How and where to schedule courses

– How to evaluate and audit

Training Partner Programs - 2015 SIG

1

Documents

Training Partner Special Interest Group (SIG) articles/Webinars/A Couple of Tra… · The example QBR slides Alister presented were great. More examples from members would be great!