The Training Quality Standard for Employers Assessment Framework is below. Part A focuses on responsiveness in delivering training and development solutions to other parts of the organisation as individual customers; Part B looks at the expertise in meeting the organisation’s wider corporate objectives.
Each block represents a ‘Criterion’, which in turn is made up of several ‘Indicators’. Hovering your cursor over a Criterion gives a description of what it is; clicking on a Criterion will display information on the Indicators within it.
Responsive internal training functions have a plan for working with other parts of the organisation or the organisational areas for which they are responsible. Based on the market, it will include clearly defined objectives, the appropriateness of which can be traced back to both its immediate market and organisational needs more broadly. They will also take actions to ensure that their aims and approaches are communicated to appropriate stakeholders.
A.0.1: Define aims
The plan for working with other parts of the organisation defines aims and approaches which are communicated to appropriate stakeholders.
A.0.2: Define market
The plan for working with other parts of the organisation includes an analysis of the organisational needs.
A.0.3: Define results
The plan for working with other parts of the organisation defines specific, measurable and time-bound objectives, which are communicated to appropriate stakeholders.
Responsive internal training functions manage their people and resources to ensure they have the scale and quality they need to meet the organisation’s needs. They also take action to ensure that other parts of the organisation know what products and services they can offer.
A.1.1: Manage people
The people arranging and delivering training solutions are reviewed regularly for performance and capability.
A.1.2: Manage resources
The resources used to deliver training solutions are reviewed regularly for availability and quality to meet the organisation’s needs.
A.1.3: Manage Information
Other parts of the organisation are made aware, through appropriate information channels, of the range of training solutions available.
Responsive internal training functions manage enquiries to understand needs and identify the right solutions.
A.2.1: Manage Enquiries
Training and development requests and enquiries are handled promptly and flexibly, and are reviewed regularly against standards of customer service.
A.2.2: Understand needs
Customer wants are established and underlying business needs identified to shape solutions tailored to requirements.
A.2.3: Manage referrals
A customer is referred to appropriate alternatives when an appropriate training solution cannot be provided.
A.2.4: Propose solution
Proposals for the delivery of a solution are based on specific and realistic outcome targets reflecting the customer’s business needs.
A.2.5: Present proposals
Proposals are presented in ways which recognise the customer’s preferences and circumstances.
Responsive internal training functions deliver training solutions through clear communication and adaptive management of progress and emerging issues.
A.3.1: Prepare delivery Team
The people delivering training solutions are briefed fully on the requirements and background of the customer before they begin working with them.
A.3.2: Prepare customers
Customers are given appropriate briefing before delivery of a training solution begins.
A.3.3: Manage progress
Training solution delivery is reviewed regularly for quality and customer service, and the customer is informed of progress made.
A.3.4: Manage feedback
The customer’s feedback on training solution delivery is sought and acted upon promptly where appropriate
Responsive internal training functions relate to customers, by following up after delivery and building lasting relationships.
A.4.1: Review outcomes
The outcome targets agreed at the proposal stage are reviewed upon delivery to identify and address the customer’s unmet business needs.
A.4.2: Manage relationships
The relationship with a customer is managed and developed, with contact maintained at appropriate intervals.
Responsive internal training functions comprehensively measure and achieve satisfaction and impact for the customers they work with.
A.5.0: Achieve results
Indicators and outcomes of performance against the objectives detailed in your plan show an improving trend or a sustained high level of performance.
A.5.1: Satisfy customers
Customers’ satisfaction with services shows an improving trend or a sustained high level of performance.
A.5.2: Impact customers
Customers’ assessment of impact on their business needs shows an improving trend or a sustained high level of performance.
Responsive internal training functions review their performance in serving all customers and anticipating the future needs of the business to identify and pursue opportunities for improvement, innovation and learning.
A.6.1: Review Performance
Performance against plan, satisfying and impacting customers is reviewed at an appropriate level, and as a result improvements are implemented.
A.6.2: Develop services
The range and content of training solutions offered continues to evolve and improve to support the overall business plan.
Internal training functions engage in dialogue with customers across the business to understand its future training needs.
B.1.1: Understand corporate needs
Input is sought from customers across their business on the training required to support the achievement of corporate aims.
B.1.2: Understand stakeholders
Input from or requirements of appropriate stakeholders are used to understand the role of training in supporting the achievement of corporate aims.
Internal training functions develop products and services to meet the future training needs of the business supported by the people and resources able to meet corporate expectations.
B.2.1: Deploy products and services
Products and services are developed and deployed to supply the training required to support the achievement of corporate aims.
B.2.2: Deploy people
The people arranging and delivering products and services have the knowledge and skills to meet corporate expectations.
B.2.3: Deploy Resources
The resources used to arrange and deliver products and services meet corporate expectations
Internal training functions impact on the performance of the wider business.
B.3.1: Achieve business impact
Impact across the business shows an improving trend or sustained high level of performance.