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.